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“Disappointed”

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Villa del Palmar Cancun Beach Resort & Spa
Ranked #4 of 7 Hotels in Playa Mujeres
Certificate of Excellence
Reviewed 10 June 2014

My daughter wanted to go to Cancun for her 18th birthday, her roommate at school told her about the resort. We booked it for three people all inclusive. We arrived and no doubt the resort was beautiful but we checked in and was given little information regarding dining and activities. We were not told you had to make reservations for dinner and so when we went to eat after we checked in we were asked if we had a reservation, explained we did not know when we're supposed to. They did sit us since it was after 9pm. The food was not especially good. In the third day after returning from an excursion we had a message from the front desk. They wanted to tell me that we didn't receive our welcome package. I not down to get it and low and behold a map of the resort and info on dining. Of course the main reason for the "welcome package" was,mot try and talk you into a tour for their timeshare. When I explained that I wasn't interested they were not as friendly. The door men were extremely helpful and nice. Breakfast was good. It was about a 30 minute taxi ride to down town where all the restaurant and clubs were located. that was an added expense because it was far out, I would never stay there again. It was not worth the expensive price tag.

  • Stayed: June 2014, travelled with friends
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4  Thank Miranda C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear Miranda C,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,460 - 2,466 of 4,180 reviews

Reviewed 10 June 2014

Our first time to Cancun, and to a Villa Del Palmar Resort and we enjoyed it very much!
The Hotel is tastefully done and is beautiful inside and out, the lush grounds and gardens so inviting. The pools are large and refreshing. The beach, though on the small side and had some seaweed that could be more attended to was still very nice. We had a one bedroom suite that was immaculately clean and had all the necessary items one could want. The restaurants were very good as was the food at the deli and market. Most of all we were impressed with the service and friendliness of the staff. Everyone from check in to check out, treated us with a warm and friendly manner, and were eager to please, making our stay so much nicer. A special thanks to Donovan (a very friendly and efficient waiter) in "the Bite Restaurant" who served us our last two Pina Coladas before leaving our Oasis of the past 5 days! Muchas Gracias to all at Villa Del Palmar!

Room Tip: We were on the 6th floor and had beautiful views, especially from the hammock! Nice touch.
See more room tips
  • Stayed: June 2014, travelled as a couple
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2  Thank Lynn W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear Lynn W,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2014

This was our 2nd visit to this resort! The staff was amazing - as they were our 1st visit in 2012! Jairo Ortiz and the great menu at the pool bar and grill is why we returned! Even though we turned in early most nights - our last stop each night was at the lobby bar where Rodolfo, Charly, & Miguel greeted us with a cocktail and never asked our name after the first night! They knew us every time we walked in or even through the lobby!! We had a 9:30 flight out on the 10th and Chantal, who happens to speak 4 languages, offered help with our bill the night before so we did not have to get up any earlier than necessary to make it to the airport on time! Great great staff at this resort!!

The facilities are very nice - there are several pools to choose from including an adult pool, children's pool, infinity pool, etc. The beach is welcoming with swings at the tiki bar and plenty of chairs! The water is not your typical Caribbean blue water you get in the hotel zone - there is more seaweed and no waves.

Once again - the staff made it a
Special vacation and we are happy we went for a 2nd time!

  • Stayed: June 2014
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1  Thank jerry c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear richardcorley,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2014

The room I stayed in was amazing. Huge bath tub with jets, shower, two separate sinks, washer and dryer, amazing kitchen, ipod dock, etc. The room had a nice view of the resort and the ocean. This place is very fancy; granite and marble everywhere! Food was very fresh and the ceviche was extraordinary! Staff were very friendly and always greeted visitors. Public bathrooms are very clean and humongous. Lots of pools and jacuzzis on the resort. Seemed like every room here had a balcony unless you stayed on the first floor. There is a store where visitors can purchase additional items positioned conveniently by the lobby. Overall the resort is beautiful and clean. I will definitely return!

  • Stayed: June 2014, travelled with family
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2  Thank voerti
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear voerti,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 June 2014

The view is spectacular and the staff was attentive. It was my first time experiencing a hotel where everything is billed to the room, so that was interesting.

Location wise it is far from many things, but I think the fact that the ferry to Isla Mujeres is steps away is a huge plus.

For some reason the water was off at like 1 in the morning, so you couldn't wash your hands, flush the toilet until it came back on the next morning. The sand on the beach could be a little cleaner, but I blame the guests who don't know how to use a garbage bin. Oh and WiFi isn't free, but you can go to the lobby and use their comp there.

P.S. The bathroom in the lobby was pretty cool! It was one of those techy ones that warm the seat and stream some water on your bum. It was fun to use.

  • Stayed: May 2014
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Thank Julia T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear Julia T,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 June 2014

We have visited Villa Del Palmar in Nuevo Vallarta and loved it...so decided to visit the resort in Playa Mujeres. Problems with check-in, was told we had to purchase dish and dishwasher soap and ice in the deli, problems with maintenance, thermostat, mold in containers....none of which was completed resolved during week we were there. Wedding music pounding through speakers night of arrival until 4:15am the next morning. Nothing major, just disappointed with the lack of follow-through, policies and attitude of management compared to other resort visits.

  • Stayed: June 2014, travelled as a couple
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3  Thank Michael T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear Michael T,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 June 2014

This was our first time to Mexico and we stayed a Villa Del Palmar as part of a package deal from our previous timeshare company. The resort was absolutely amazing! We upgraded to an ocean view room on the 8th floor upon check-in. They offered to show us the room first before we committed to paying the $49/night upgrade fee. The moment we stepped in the room, we were sold. All rooms face the ocean, even the garden view ones. Only the garden view rooms are on the lower floors so you cannot get a good view of the ocean. The garden views are extremely beautiful as well. I cannot say enough about the kindness of the staff. Every single person we came in contact with was so polite and aimed to please. The food was excellent. After reading all the reviews prior to our trip, we made sure we had reservations well in advance at all the restaurants. We were surprised because there wasn't a single night when any of the restaurants we ate in were busy. Our reservations were for 6 and 6:30 every night. The only restaurant that was disappointing, was the steakhouse La Casona. If you like to work out on your vacations, the gym is amazing. It is enormous with tons of equipment, both cardio and free weights. It is truly state of the art. The pools are incredible and plenty of them. The beach itself was very nice. Plenty of cabana beds and lounge chairs at no cost. Disappointing was the amount of seaweed in the water and the rocks. It really wasn't very swimmable. Unfortunately, our weather was awful the 4 days we were there so we didn't get to take the ferry to Isla Mujeres. If you are attending a presentation, be prepared for a good 3 hours. We bought a small "Discovery Club" package so we were tied up for over 4 hours. The spa looked amazing. We ended up canceling our couples massage because we spent more than we expected on the presentation package. We will be going back to Villa Del Palmar next year as part of the package we purchased. Most locals told us to come back in April...practically zero chance of rain.

Room Tip: We upgraded to a room with a full kitchen, but with the all-inclusive, we never even used it. During...
See more room tips
  • Stayed: June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Pam M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotel_Administration, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded 23 July 2016

Dear Pam M,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Villa del Palmar Cancun Beach Resort & Spa

Address: Carr Punta Sam Km 5.2 | Manzana 9 Lote 3 SM 2, Zona Continental de Isla Mujeres, Playa Mujeres 77400, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Playa Mujeres
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Top resorts Hotel in Playa Mujeres
#4 Spa Hotel in Playa Mujeres
#4 On the Beach Hotel in Playa Mujeres
#4 Luxury Hotel in Playa Mujeres
Price Range: £98 - £362 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Villa del Palmar Cancun Beach Resort & Spa 4*
Number of rooms: 415
Official Description (provided by the hotel):
This beachfront luxury resort is located in the pristine beaches of Playa Mujeres, about 25 minutes north hotel zone and 35 minutes from Cancun International Airport. The new Villa del Palmar Cancun offers a range of possibilities for fun and relaxation that will make your holiday truly unforgettable. The complex offers amazing 5-star service, extravagant amenities and plenty of activities to keep your adventurous side entertained. ... more   less 
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Also Known As:
Villa Del Palmar Cancun Hotel Playa Mujeres

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