LocationPlaya Mujeres - Beach
General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating18517 reviews
Poor service throughout, food made me ill!!
We did not stay at this hotel out of choice, we were placed in this hotel when their sister property The Beloved shut on 20th of March. We were in this property from 20th of March until 23rd of March, And that was four days too many!!! Whilst the vast majority of the staff being counted were lovely and we totally appreciated that they were operating in unprecedented circumstances, we did experience and overall lack of guest service, and a disregard for health and safety. An example of that being, all of the restrooms, apart from the one in the main building, had had the toilet paper, soap and drying facilities removed from all of the restrooms. The whole world is fully aware that to avoid the spread of coronavirus it is absolutely vital that people wash their hands thoroughly, unfortunately unless we returned to our room or use the main lobby we weren’t able to do that whilst out and about or sunbathing!! This coupled with the fact that unfortunately the food made me ill, would strongly suggest to me that cleanliness is not important to this hotel. As a result I would never ever return or recommend it to a living soul. Having spoken to other guess the element of illness from the food isn’t an isolated occurrence either.
5 star experience, with the friendliest staff, and the most amazing amenities
This was our first ever stay at an all-inclusive resort and excellence really set a high bar. We were able to eat, drink, and relax in paradise. All of the staff was very pleasant and attentive. All of the grounds are clean and very well maintained and everything looks exactly like the pictures. You have lots of choices of places to eat and all the food was great. We wished we had known that not all the restaurants are open every night for dinner. Along with the turn down service each night, they provide you with a schedule of the activities and restaurants for the following day. Because we weren't able to plan in advance, we didn't get to eat at Agave's which we were really looking forward to. All the restaurants we were able to have were amazing and the staff was equally amazing. They were able to answer all questions we had and they also made great suggestions when we were unsure. Even with all the great restaurants, there was a couple of times we just couldn't drag ourselves out of our rooms and we ordered room service which is always available and it was just as amazing as all of the rest of the food we had while we were there. Let me recommend the often overlooked juice bar. Pedro was able to whip up delicious and refreshing fresh fruit juices that really hit the spot. The beach and the pool both have very different vibes. If you want to just sit and read in a much more relaxed atmosphere while sipping a drink, head to the beach. Perfectly clean white sand with crystal clear water. Don't be surprised when a school of fish comes by and swims between your feet. There seemed to always be a an available palapa to get out of the sun and some of my favorite food was served along the beach. The main pool has a much higher energy with the swim up bar and several different activities taking place during the day. The bartenders were quick with the drinks and even quicker with preparing and delivering various random shots. I do recommend being careful with the palapas around the pool as we had one tip over and fall onto some empty chairs next to us. Once you're done soaking up all the sun and cocktails you can take, they also provide some fun entertainment every night. The magic show including some very innovative laser routines. I can't wait to check out what the other excellence resorts have to offer.
Best holiday yet
What a wonderful place this is, no wonder they call it a home from home. The staff are all extremely pleasant and friendly and can't do enough for you so the service is amazing. They have some great restaurants and bars, we went to Basmati (Indian), Barcelona (Med) Flavour Market (tapas style) Toscana (Italian buffet) Our favourite was the Club restaurant Magna. Elaine the manager there was so personable and friendly and stayed so positive (even though they knew their jobs were ending temporarily due to the closure of the resort as a result of Covid19). Elaine's staff Angel Lorena and Carlos were also very friendly and efficient and the bar staff Roman and Abraham were great too and made us some fab cocktails. We went to the Martini bar (Ferrero Rocher martini to yum!) Pool 8 bar Cielo where we were looked after brilliantly by Martha and her team and Pool 9 by Emilio. Can't thank them all enough. The staff are a credit to Excellence Playa Mujeres and make the resort what it is. All in all a great experience and we can't wait to go back when it reopens.
Amazing stay at Excellence Playa Mujeres!!
We cannot express enough what an amazing experience we had yet again at the excellence resort in playa Mujeres. This was our fourth time at the resort and each time it gets better. The service is just amazing overall and we always feel so special when we stay at this resort. The food is amazing, the grounds are beautiful, the service is superb and we would love to give special to Jaime Navarro and Gilberto at the Grill restaurant. My husband and I were part of the excellence club during this stay and Jaime Always made us feel so special every morning at breakfast, making us whatever we wanted, and making sure all of our special requests were accommodated. He went out of his way every morning and then in the afternoon during our lunch. Gilberto Made sure to always know what our favorite meals were, and drinks, and we always felt so special! These two gentlemen are truly an example what excellent service is and should be!! They are probably the top employees at the resort and role models. Everything they did was always with a gracious smile. Thank you Jaime and Gilberto for being so amazing! We look forward to seeing you guys again next year!!
We have been to mostly Secret Resorts and have always enjoyed everything about our stay. But Rooms might have been even better and the food was top notch. I have to say do the privilege club and get up early and reserve a cabana it well worth it. I feel everyone does a great job but I want to say Emilio (beach concierge) and Juliana (server) were awesome. You will not be disappointed.