Hotel Platinum Yucatan Princess

The location was ok. Nothing much around but just wanted a relaxing holiday. The atmosphere was poor when we checked in, it was quite a cold greeting from the receptionist. The porter took us to the building and told us just to go to the lift and following directions for the room. We have always been taken to our room and someone would bring the cases. Not very welcoming at all. The room was lovely. Couple of issues. Lack of drawers and no hooks for hanging wet towels. We had to lay them on the bath which ment they were always damp. Maybe something that could be addressed. The shaving/make up mirror was very high so didn’t help me with putting in my contacts or being able to see while getting ready. The balcony was lovely and big with the whirlpool bath. The furniture was more style over comfort. The table was a strange shape in the centre which ment you couldn’t put anything on it safely. The balcony had no cover which ment when it rained all the clothing we had out to dry just got wet. We also like to sit out and watch the storms but had no shelter so couldn’t. The room was very clean as was the whole resort. The cleaning staff do an amazing job. We spent a lot of time at building 5 pools as they were quieter with nice music. The main pool had a very 18-30 party vibe. Great if that’s what you want. The pool bar staff were great. Attentive and friendly, especially Deysi. The beach bar only opened at the end of our holiday. I understand that the beach wasn’t great but if the beds had been better and we could get food and drink, we still would have gone there being beach lovers. The main buffet was nice but the choice of being able to sit where you want and also being told we couldn’t sit in booths for breakfast was very restricting and when you have paid for your holiday, you don’t expect to be told where you can and can’t sit. The food was good although a small selection and very much the same daily. The waiters were nice and friendly. Can’t remember names as we kept being moved around and would have preferred to strike up friendships with the ones we wanted. The restaurants were great especially the Japanese and Rodeo. Karem was a lovely waitress and very attentive to everyone. The bars however lacked any atmosphere. To have 4 bars with hardly anyone in them was very off putting. The lobby bar was very clinical with uncomfortable seating. We would have liked to sit in there on an evening but felt like we were imposing. The hotel we feel was very much geared to Spanish speaking holidaymakers. Overall the holiday was good but for the money, more than we have paid for better resorts, we would probably not return, sorry.

Well as this was our 14th time coming and staying at this resort, as always the place was great. We always have booked a platinum swim up room, and we decided to book a Jr Deluxe swim up room instead. Reason the price difference was $600 dollars cheaper for each of us. We actually liked the Jr Deluxe swim up better. It is a little smaller, and only has one closet vs 2 closets in the Platinum. We stayed in building 4 which is about a 10 minute walk from the beach vs 3 minutes in Platinum. The walk to the front of the resort is the same distance the real good thing that building 4 is only 2 minute swim or walk to the party pool vs 10 min walk from Platinum. Staff: We love most of the staff there the bell boys Isreal, Javier, Armondo very helpful and always doing things for us and the other guests. The cleaning staff are great and when you asked them for anything they are always accommodating. The staff in the buffet are great and attentive, as well as in the restaurants they are great. The day time concierge staff is great, however the night concierge sucks!! Maximiliano is the night concierge does not know what it means to deal with people, he is not polite, he is just very rude and has no clue about customer service. We had heard a lot of people complaining about him and how he deals with customers including from the staff. Our experience was as follows: We had a leak in our room coming from the bathroom above us and a steady stream of water coming in to our bathroom from the pot light above the tub. I called the front desk and spoke with Maximiliano, he answered hello and then asked me what do I need (not how can I help you). I explained what was happening and he said maintenance will be coming shortly. As maintenance arrived and looked at the problem, they said they needed to go upstairs to check the room above and see the where the water is coming from. it was determined that it was not safe to stay in the room as the water was so bad that they were afraid that the ceiling would collapse. So we headed to the front to speak with Maximiliano to see what they were going to do to accommodate us. Maximiliano said that he could only put us into building #2 which is on the other side of the resort. We said to him that there are 5 rooms that where empty in building 4 that were all swim ups why we could not just be moved into one of those. He said that they had to get maintenance to look at the rooms and make sure they don't need to be painted or repaired and he would have to send the cleaning staff in to make sure everything was ready to go. My girlfriend then said we could move into building 5 (platinum rooms) as the resort was only at 30% capacity and there were 10 swim up rooms available. He then said to us he can not send us into building 5 because they are more money and we would have to pay extra. So we said well we are being inconvenienced, we have to pack up all our belongings and move because of a leak in our ceiling which is not our fault and you want to send us to the other side of the resort, when there are rooms available in the building 4 that we are in or in building 5. This is our 14th time at this resort. As a returning customer who always stays in platinum do you not think you should be trying to accommodate us. Maximiliano said "it is not the hotels fault that you are being inconvenienced", I can see that you always book in the platinum but unless you want to pay more, I can only put you into building 2. We lost our sh*t and asked to speak with a manager, and we went back to our room. About 5 minutes later Louis the night manager called us and ask us to come to the front. We meet with him and he said I want to show you 2 rooms in building 5 (platinum) for you to look and chose. As we walked over to look at the rooms he asked us what our side of the story as he had heard that our room had a leak and that we did not want to go to building 2 and only wanted to be in building 5. We explained what was said and actually happened. We also stated that we did not demand to only be in building 5 and we did not want to move from building 4. Louis apologized for what had happened with Maximiliano and he would speak with him after. He said they will put us in the Platinum room no charge because of the inconvenience, and we are returning customers. Thanks to Louis we were accommodated and moved to platinum swim up. This all happened on my birthday with only 3 nights left in our trip. If you have any issues with your room or anything do not speak with Maximiliano he is a waste of time and I do not know why he is even working there still. We had spoken to 9 other couples that had issues with Maximiliano and also made written complaints to management. Other than this issue which was the first in the 14 times we have been here at this resort, the Platinum Yucatan Princess is still our favorite resort to come and stay. We highly recommend this resort.

We gave our stay 3 stars overall. Unfortunately, we weren’t very impressed with the à la carte restaurants as we found the food quite bland. We ended up having most of our dinners at the sister resort, where the atmosphere was amazing and the food was incredible. We actually found the buffet at our resort to be much better than the à la carte restaurants. The restaurant and buffet staff were always very friendly, especially Bryan at the buffet. He went above and beyond for us every day, always remembered us, and made us smile. He truly made our mornings amazing and deserves a raise! The concierge staff, unfortunately, often seemed unhappy or like we were inconveniencing them, which was disappointing. The room-cleaning staff were wonderful and always did a great job. Overall, there were definitely some highlights, but the food and inconsistent service kept us from giving a higher rating or likely returning again.

Hi! This review is specifically for the service great I received in Platinum Yucatan Princess SPA. So grateful to Diana, Isabel, Mary and Yadi for the excellent experience they provided. I had my whole head braided, and they were very professional, even with my curly hair (3c/4a). Usually new hair salons are not so experience with my hair pattern and that was not the case here. Super relaxing, they made sure I was comfortable, they worked fast as a team and even brought me a piña colada from the hotel bar. I loved the the final result on my medium length hair. 10/10 I highly recommend.

Older resort out dated decor. Was off season so the advertised amount of restaurants was false. Only 1 or 2 open each day. The buffet was OK and one of the open restaurants a few days. The staff were good and friendly except the grumpy dude at the concierge desk. The General Manager Hector was helpful getting us an upgrade from a not so good room. The bellman Amaury was outstanding taking care of a few requests. The Sunset and Grand would be a better choice.