of TripAdvisor Travelers recommend this hotel
We paid almost $900 per night for a room that had a continuous leak in the ceiling. The front desk did not address it and seemed annoyed when we requested service multiple times. I have two other appalling stories regarding Cecelia at the front desk and a golf cart situation that was rented through the hotel. Unfortunately, after 3 years in a row here...our group will not be returning.
"OK but not great"
As I sit here in my Grand Platinum Suite, I felt compelled to write a review on this resort. Although the room is beautiful, many small things have made this not feel like the resort that they are trying to sell. If you are looking for a true "All Inclusive" this is not the place for you. Let me explain why with one tiny example that is indicative of the bigger picture here. Upon arrival, you will find a somewhat stocked mini fridge to include small bottles of liquor. At other all inclusive resorts the fridge is stocked with what you prefer. Unfortunately, here you get a few things in your mini fridge but when the liquor runs out, you are done. It is considered a "welcome package" according to the front desk. Yes, if you order something it will be delivered, but on their time. Having been to other all-inclusive resorts they continuously fall short in all areas, to include service, selection and food. This may seem small, but is indicative of the bigger picture here. Small things have continued to happen that give you the feeling that they are really not looking out for you and ensuring your visit is above par. I'll write a full review after we return home.
"Nice 10 day stay"
My husband and I stayed here from 2/1-2/10. When we arrived we were greeted at the front desk with some champagne (it was quite good and we got two). Upon entering our room (333) there were multiple things broken (sink facet, safe would not work, towel rack was broken). It was so late that we just went to bed and then to our surprise we were woken up at 6 AM (3AM our normal time). We went to the lobby that morning and was told to come back after 9. We grabbed breakfast and went back to be greeted by Ceclia. Ceclia was wonderful and did not hesitate to accommodate a room change. We were not able to check in until later that day and were moved to 514. The room was prefect and we were much happier with our pool view. The food: I've been to quite a few AI and the food was OK. The resorts I've been to were also bigger than this one. The best meal was the beach bar lunch menu hands down. Room service was great. I wish there were more Mexican options at the dinner buffet . Bar: The bar staff at the pool bar (SAMUEL) was awesome! Top shelf liquor and drinks were good. They would not deliver mixed drinks to the room and our mini hard alcohol bottles were not refilled as I was told you only get those on check in. So we just ordered short of spiced rum and cans of diet coke and they would deliver that. Great time for 10 day the pool was never busy and you did not have to fight to find a chair on the beach or the pool. The annoying thing is having to sign the checks. The hotel is all inclusive (blue bracelets) AND al cart (white bracelets). For every drink or meal you need to sign your "ticket" everyday a breakfast were had to sit and wait for them to print out the bill. It got very old and annoying. I suggest if a person staying at the resort has a blue bracelet then not to bother them with signing the bill.
""No" doesn't exist . . . unless you're at the front desk"
We absolutely loved our stay at PA and we cannot wait to return to the Island. Once home from our trips, we love reviewing the hotel and put much thought into our ratings. We went back and forth about whether to give this a 4 or a 5, simply because of the front desk's treatment of us. At the beginning of this amazing trip, we so wanted to rate it a 5 star and decided it was our favorite trip. (We've traveled throughout the Caribbean staying at higher rated resorts and paying much more than this trip.) Everything had been so perfect and the resort was so beautiful and clean. But, half way through our trip, we got a notification from the front desk that the air conditioning to our building was going to be shut off from 8am-6pm. We thought, well that's odd, but no big deal, we won't be in the room anyway. We closed the curtains and turned off the lights to preserve what AC had been in the room. But, by 10:00 p.m. the air conditioning was still not on, our room had reached 25 C/77 F and we were so hot trying to fall asleep. We called the front desk and they just re-read us the notice we had received that morning and told us to wait. They seemed to have no information at all as to why the air still was not on. Later, I went to the front desk begging for a solution or even just a box fan, and was told no to all possible solutions. I left with "there's absolutely nothing we can do." I went back to my sauna of a room and waited. By 2:30 a.m. I just couldn't take it anymore, I called the front desk and again was told no to everything and told to just keep waiting. It wasn't until 4:00 a.m. that the AC finally turned back on. Despite all of that, the next day when we got to the room, again the AC was not working. we had to call the front desk and plead for someone to come fix it. Thankfully they did and rather quickly that time. That was a rough night and we lost almost the full nights sleep because of it. Despite all of that, we weren't even offered an apology. The situation was ignored, we were not offered any type of resolution. The most upsetting part is the concept that we paid a lot to be there, the hotel took our money, and then shut of our air conditions without any type of back up plan for when things went wrong. We really felt taken advantage of since we had no options presented to us and were treated like it was just a problem we should endure despite how much we paid to be there. Now that I have that negative out there, I can focus on all the positive, which was EVERYTHING about the resort except for the front desk staff. The food at the resort, especially the beach club, was unbelievable. We did the all-inclusive and loved it. We ate most of our meals at the resort and kept returning to lunch at the beach club for our favorite items. The buffet is repetitive, but they usually are. The pool side grill was also fantastic. We never went hungry or thirsty. We were well cared for. The room was small but beautiful. Our mini fridge was restocked every day. We got bottles of water, chips, pop, beer, and even had our mini bottles refilled throughout the week. We ordered room service late a couple of nights and the service was fantastic. The food tasted amazing! The staff from the restaurant waiters, the pool staff, and the security were all welcoming and friendly. Samuel at the pool bar (and I'm not one to mention individual workers) was unbelievable! Every time we turned around he was refilling our drinks. There were times that we would return to the pool from doing other things and within minutes of us being there he would appear with our favorite drink. We found ourselves wondering how he even knew we were back so quick. It was so wonderful. The pool, of course, is cold but you really get used to it. The pool side entertainment was fun and helped keep the energy and swim up bar going well into the afternoon. The ocean was gorgeous; the water was warm and clear, although there isn't snorkeling on the beach front. We wondered over to the Mia Reef bridge and did our snorkeling over there which was fun. One day we rented a golf cart (70 usd at the front desk for 24 hrs) and toured the island. We went to Iguana Point, the Soggy Peso, the Ice Bar, a drive through beer store. All were lots of fun! We went down Hidalgo street a lot, did some shopping and ate dinner out one night - we preferred the Beach Club food. Overall, and in spite of the front desk staff, the trip was amazing! Which is why we've decided to give this a 5. We loved Isla Mujeres and we hope to return to the Island some day.
"Group trip to Isla"
Great service, friendly staff, and very clean resort. Great location on the island as well. Walking distance from the ferry and local restaurants and bars.The food was great, dinner at the Beach Club was my favorite.Will definitely be making a return trip!
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM