Ratings based on 3,295 Verified Reviews
4.3 Room cleanliness
4.1 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 3 Dec 2024
This is not a 5 star hotel. All the drinks were made only with local alcohol.
Food and buffet was boring and many items were not refilled.
The service staff especially at bars were hit or miss.
The a la carte restaurants are okay nothing to write home about.
Comment from Hotel Management
3 Dec 2024 by Michelle, Hotel Management
Hello dear Aravind.Thank you for leaving a detailed review of our Princess Hotel. It means a lot to us that you have taken the time to share your experience with us.At Princess we love to welcome you and make you feel welcome at all times. Therefore, we understand your frustration and discontent that your experience was not good at all. However, your comments will provide an opportunity for improvement. Likewise, it is our responsibility to improve the quality of our food and the services we provide by looking for new ways to prevent this situation in the future, we will send this report to the corresponding department so that a solution can be implemented as soon as possible.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards
by A verified traveler
Posted 3 Dec 2024
Comment from Hotel Management
3 Dec 2024 by Michelle, Hotel Management
Hello dear Peter.We are very grateful for the satisfactory rating. We would like to know if you enjoyed your stay with us. This would help us, in the form of suggestions, to know how we can further improve the service we provide to our guests every day. We hope to see you soon!Kind regards
by A verified traveler
Posted 3 Dec 2024
Comment from Hotel Management
3 Dec 2024 by Michelle, Hotel Management
Hello dear Jenipher.Thank you for giving us your rating on your stay with us.We would love to know your points of dissatisfaction that caused the low rating you left us. This will allow us to identify areas of improvement and work on them to ensure that our guests enjoy a satisfactory stay.We look forward to seeing you very soonBest regards
by A verified traveler
Posted 3 Dec 2024
Nice place to stay. We had a great time, but some things slightly spoiled our vacation. In some restaurants the service was very slow and they refused to give us a large table for 8-10 people and did not want to combine tables for us so that we could all sit together. We were divided into two tables. We arrived on time, but waited a long time to get a table and even to place an order. But in the buffet there was always room for all of us and the food was tasty and varied. The resort is beautiful and well-kept, has a good beach. Apart from the minus for the restaurants, everything else was very good. Our rooms were large, clean and cozy with a pool view . The air conditioning worked well, so we could take a break from the heat at the room. In my opinion, this is not the best but a pretty good resort.
Comment from Hotel Management
3 Dec 2024 by Michelle, Hotel Management
Hello dear Sergei.We are very happy that you experienced the magic of Princess with our brilliant landscapes and facilities with beautiful nature, as well as enjoying our unique food and drinks.At Princess we love to make you feel welcome at all times and leave a mark on everyone who visits us, therefore we appreciate your comments, this helps us to provide positive changes and improvements for our beautiful resort and the quality of service we provideWe hope to see you very soonBest regards
by A verified traveler
Posted 2 Dec 2024
Comment from Hotel Management
2 Dec 2024 by Michelle, Hotel Management
Hello dear Jenna.We are extremely grateful for a satisfactory rating. We would have loved to know how your stay with us was, this would help us as feedback to know how we can continue to improve the service we provide. We also hope to see you very soon!Kind regards
by A verified traveler
Posted 2 Dec 2024
The staff was amazing, food was good, lots of activities to keep busy. Our family can't wait to go back!
Comment from Hotel Management
3 Dec 2024 by Michelle , Hotel Management
Hello dear Adrianne.We are grateful that our team has made you feel welcome at all times and has given you the attention you deserve. At Princess we love to provide excellent quality service and personalized attention. We appreciate your satisfactory comment and choosing us for an unforgettable vacation. We hope to see you soon!.Kind regards.
by A verified traveler
Posted 2 Dec 2024
It was a great start for the family. Full of activity options, and the shoes were great.
Comment from Hotel Management
2 Dec 2024 by Michelle, Hotel Management
Hello dear Sandra.We appreciate that our team always welcomes you and creates authentic moments in your vacations. We are also very pleased that you have enjoyed our facilities and the wonderful benefits that you will find only at Princess, such as enjoying the great nature that exists in our resort.We hope to see you soon on your next visit to the Riviera Maya.Kind regards
by A verified traveler
Posted 2 Dec 2024
This place is beautiful! Pictures don’t do it justice. I was hesitant to book with all the reviews about the wildlife, but they never once bothered us and we enjoyed seeing them around. Food was great! Wish they opened up more booking for restaurants as they were hard to get, on our 5 night trip we were only able to book the last three nights. Buffet food was good with lots of options but al la carte forsure better. Staff was excellent, we very much enjoyed our stay!
Comment from Hotel Management
2 Dec 2024 by Michelle, Hotel Management
Hello dear Shauna.We appreciate the rating you gave us about your stay with us.We are delighted that you enjoyed the wonderful benefits we have for all of you, creating a relaxing holiday and experiencing the great magic of an excellent vacation at Princess Hotels.We hope to see you very soonBest regards.
by A verified traveler
Posted 2 Dec 2024
La propiedad está bien ubicada. Tienen buena comida, variedad, calidad y puedes probar restaurantes distintos si lo reserva con antelación. Muchas actividades para los adultos y para los niños. El kids club es muy divertido para niños pequeños. Ah! los shows noturnos son muy divertidos, y valen la pena.
Los profesionales del transporte no son muy amables por lo general, pero todo lo demás, bien.
No tomen el “Free tour”, mejor pagar el del hotel que cuesta 5$ para llevarte a playa del Carmen. El tour de Tura joyería es una pérdida de tiempo. Te meten 1 hora en una tienda, obligatoriamente y además son una groseros, mal educados y muy poco profesionales.
Comment from Hotel Management
3 Dec 2024 by Michelle, Hotel Management
Hola querido Manuel.Estamos muy contentos y agradecidos por tu preferencia.En Princess nos encanta consentirte y hacerte siempre bienvenido, nos encanta que nos hagas parte de unas vacaciones sumamente inolvidables. Apreciamos el excelente servicio brindado por nuestros colegas. Deseamos verlos muy pronto.Saludos cordiales.
by A verified traveler
Posted 2 Dec 2024
The property is good. Kids club is a plus! We really liked our stay despite of some rude employees. Luckily, the employees overall were very nice, but the people who does transportation from the lobby area and the transportation from the kids club to other hotel areas, most are very rude like if they did not like to do that job. Food, pool, activities for the adults are great. We would return to this hotel.
Comment from Hotel Management
2 Dec 2024 by Michelle, Hotel Management
Hello dear Juliana.We appreciate your comments and your rating very much.We are delighted that you and your family enjoyed the special facilities that we have for families. We hope that you enjoyed the other facilities.We deeply regret that not all of our staff met our service standards. We appreciate that you let us know this information, which is extremely important to us. We will take the necessary measures so that this situation does not occur again in the future.We hope to see you in the future with new and good improvements.Best regards
