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“Out of this world”

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Excellence Playa Mujeres
Ranked #2 of 6 Hotels in Playa Mujeres
Certificate of Excellence
Congleton, United Kingdom
Level Contributor
23 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Out of this world”
Reviewed 24 December 2013 via mobile

It's been over a year since our holiday to his hotel, and I still dream of it and would give my left arm to go back.. It literally is fit for royalty.

I cannot recommend this place highly enough.

Food was immense,
Service amazing,
The room and minibar superb,
The spa is pricey but nice
Facilities are second to not.

Stayed December 2013, travelled as a couple
Helpful?
2 Thank LeeGW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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  • Sleep Quality
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  • Cleanliness
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English first
Calgary, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 24 December 2013

We were here visiting December 15th to December 23rd. We had decided well in advance to book the Excellence Club Two Storey Terrace suite. We were not disappointed they gave us a corner suite in the highest level in 8a building. Amazing view from our room. Could see the whole ocean and the main pool. Rooms were spic and span clean and I have been to quite a few resorts and this was the most beautiful by far. Terrace definitely looked like a scene out of a movie.

Pros - beautiful grounds, tons of pools to choose from, amazing rooms that are very clean. Whole resort very well maintained.

Cons -
Buffet was less than average so ordered room service in the morning.
Service was average at best. Out of whole trip only one person, Antonio who delivered our room service greeted us genuinely with a smile and made us feel special asking about our trip. Besides that all other employees were indifferent whether or not we were happy. Tipping did not change this. At other resorts they made us feel welcome, recommended certain drinks and asked how are trip was going. I would have thought upgrading to excellence club you would been treated with a higher caliber of service and a smile.

With this in mind if we ever go back we would stick to a basic room as the service would have been no different so we would have gotten more value for our money.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LisJE79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Excellence_Group, Community Manager at Excellence Playa Mujeres, responded to this review, 7 January 2014
Thank you for adding very generous remarks of the positive sides of your vacation with us and mentioning the services that made your stay more comfortable.

We regret to know that you that you were not happy with the food quality in certain areas and with our service. We will forward your comments and suggestions to the above mentioned departments as your feedback is very important to us since it helps us improve on a daily basis.

On the other hand, the Excellence Club is very popular for guests who demand the ultimate in luxury, exclusivity and service, we are very saddened to read it didn’t meet your expectations.

We hope to have the opportunity to welcome you back and to provide you the memorable and relaxing experience you deserve.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Baltimore, Maryland
Level Contributor
168 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 23 December 2013

Having read all of the glowing reviews prior to booking this trip, I was expecting an unparalleled experience. the property is beautiful and very well maintained. The food was very good but not great. The best service came from room service and the waiters were great. We upgraded to the Excellence Club, thinking that this would be a level of service above and beyond. Sadly , not the case. Club concierge had to be contacted more than once for more than one issue. Getting Grey Goose was difficult and Makers Mark impossible. While that may sound petty, this is the 5th rated all inclusive in the world. Nothing should be out of reach. At the end of the week, our overall impression was that the property lacked personality. Most did their job adequately, but there was little enthusiasm shown. Will not rush back to this property.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank michael s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Flushing, New York
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 23 December 2013

Just got back from a 6 day stay at Excellence Playa Mujeres. Although it rained 2 days straight that didn't dampen our vacation. The front desk staff was very welcoming. We dealt with Brenda and she was very helpful. I requested a better view and was given another room the next day. I asked her a bunch of questions and she always answered politely and with a smile, although I know I must've been a bit annoying. There are several choices for dining so you won't be bored of the food they have there. We waited 40 mins everynight for a table and for Basmati, the indian restaurant, we waited 1hr and 40 mins, so my warning is to be prepared to wait for your dinner. We also had a couples spa treatment which was heavenly. Our masseuses were Rocio and Oyuki, they were very professional and answered all our questions. Overall, it was a great experience minus the weather. I definitely would go back.

Room Tip: If you go with a Non Excellence 2 story terrace I suggest room numbers 7419-7423. You have a nice pa...
See more room tips
  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sukanya9903
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Surrey, Canada
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 22 December 2013

We visited EPM for two weeks in early December. It was our 6th visit and the service continues to improve and live up to the resort name. We stayed in Excellence Club and feel that we received value for the extra cost. The management and concierge team went out of their way to make our vacation memorable and we found all of the staff to be extremely friendly and well trained. The meals were very good and top shelf drinks available. Another very enjoyable vacation.
WLD

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank WLD2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Los Angeles, California
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 22 December 2013

We attended a wedding at EPM in December and it was our first trip to an all-inclusive resort. We have traveled a lot in our marriage and tend to be boutique hotel/city visitors, although we did enjoy a trip to Mosquito Blue in Playa del Carmen many years ago.

Attending the wedding was a no-brainer and we were excited to celebrate with our friends. On their recommendation we got a room in the Excellence building (Building 7 – which seems to be split half and half, whereas buildings 8 and 9 are all Excellence level).

ROOM:
The room was a nice size. The bathroom is on the left as soon as you enter with a large, walk-in/lighted closet to the right. The closet had robes, slippers, umbrella and a safe and the bathroom had Bulgari soaps/shampoos.

As noted in so many other reviews, the bathroom set up borders on ridiculous. The shower door is clear with a frosted outer rectangle. The toilet "room" door is frosted with a not frosted outer rectangle and the door is only about 3/4 height. The two sink mirrors are free-standing sunburst shapes and, if you have long arms you could lean across the sink and bop your husband on the head while he's LYING IN BED.

We're been together 19 years and I felt uncomfortable using the toilet while he was in the room – there is literally no privacy and this would make for a very awkward roommate situation.

An L-shaped, rather hard sofa separates the bed area from the deck and there's a low-slung coffee table where room service will set up your food if you choose to eat indoors.

Our preference was to eat breakfast on the table out on the deck where we also really enjoyed the double-sized daybed. An afternoon nap listening to rain was on of the highlights.

Our room had the large hot tub, but we never got around to using is.

RESORT:
The resort is really beautiful, with some number of pools (7, maybe?) and a picturesque lazy river running through it. Those on the ground floor could walk out from their patio and get right into the river, if desired. We found the pools and the lazy river, and the "hot" tubs!, to all be rather chilly, but we also had overall cooler weather than expected. The beach is quite short and there was a lot of seaweed on the shoreline. It didn't matter much because the ocean was also too cold to go in and the staff did try very hard to keep the beach clean. Our Excellence room number gave us entree to the Excellence beach side and the attendants were wonderful.

FOOD:
The food was the #1 reason I was apprehensive about the all-inclusive experience. We're both vegetarians and eat pretty healthfully. The last thing I wanted was scant selection and tons of unhealthy fare. We ate lunch buffet at Toscana most days and there were veggie options, a nice salad bar, breads/spreads, etc. The evening service at Toscana wasn't as great – pretty standard red sauce Italian offerings.

The best meal was at the tapas restaurant, which unfortunately we went to on our last night. Lots to choose from, nice cocktail menu, fun atmosphere. The Indian restaurant was also nice and the chickpea dish was delicious.

The biggest irritation when it came to food was trying to go to dinner between 6:30 - 8:30 with a group of friends. The resort really caters to couples and most tables were 2-tops. Asking them to put together a table of 8 was like asking them to chop off a limb. The first night, our party of 8 tried in vain at FOUR restaurants before we decided to split up to get a better chance of eating.

STAFF:
The staff was lovely; truly the employees seemed to enjoy their jobs, conversing in English with guests and so on. Obviously, tips go a long way and it was nice to be able to support them with some extra money. I do hope they get to keep those tips and don't have to pool them.

EXCURSIONS/SPA:
We did the Xenotes tour on our third day and it was a really nice break from "campus". Some of our friends did the water activities and had fun. Apparently the prices are negotiable if you happen upon them during a slow time.

Our room came with a hydrotherapy session at the spa which was great, if for no other reason than the water was warm! It's very similar to other hamman experiences with an emphasis on hot/cold/hot/cold followed by a nice mini shoulder and back massage.

SUMMARY:
Would I go back? Very doubtful – the only reason I'd go back is if our friends who got married wanted to meet there. That's not a knock on EPM at all, but there are a million other places I want to go, and being an active part of the trip planning, restaurant choice, activities, etc. is a huge part of travel for me. What this trip proved is that I'm not an all-inclusive person, but EPM is likely a really wonderful place for those we are.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank ktbmore
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Excellence_Group, Community Manager at Excellence Playa Mujeres, responded to this review, 7 January 2014
Allow us to thank you for taking the time to write this review in which you share your experience at Excellence Playa Mujeres with all Trip Advisor Readers.

We are pleased to know that your relaxing vacation with us was highlighted by the courteous attention of our staff, comfort room accommodation & amenities. We also appreciate your detailed feedback, which helped us identify specifically the areas of opportunity encountered during your stay.

We hope to have the opportunity to welcome you and provide you the memorable and relaxing experience you deserve.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Jersey
Level Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 22 December 2013

Have been going to resorts for over a decade and Excellence is indeed good.
Booked for an ocean front at the Club and stayed in building 9.
First room did not have a good view, however after 2nd day, club manager Dalal was able to accommodate to a better room on a higher floor. Most impressed by her attention, courtesy, professionalism. Dalal, like the rest of the folks at the resort are very attentative.
Our concierge at building 9, Gilda is a shining example of the friendly nature of people at Excellence. She along with Dalal made our stay at Excellence a very pleasant one.
Caesar at the beach club made sure all our needs are taken care of.
The best waiter is Orlando at the Lobster House.

Being from NYC Metro area where we are exposed to all cuisines, our perspective might be slightly different. All o'dourves at every restaurant were top class. Flavorful and well prepared. One of the best escargots i ever had were at the French restaurant, Chaz Isabelle. Food was good, not great. The Indian Restaurant; Bansmati had great appetizers, however their main courses missed the mark. Perhaps they are tailoring to pallets that are not exposed to all international cuisines. The deserts could use improvements.
Nevertheless, it was the people at the resort that made a different.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank PlanetTrecker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Excellence Playa Mujeres

Property: Excellence Playa Mujeres
Address: Prolongacion Bonampak, S/N, Punta Sam | Lote Terrenos 001 MZ. 001 Sm. 003, Zona Continental, Playa Mujeres 77400, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Playa Mujeres
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Playa Mujeres
#2 Spa Hotel in Playa Mujeres
#2 On the Beach Hotel in Playa Mujeres
#2 Top resorts Hotel in Playa Mujeres
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Excellence Playa Mujeres 5*
Number of rooms: 450
Official Description (provided by the hotel):
Luxury adults-only resort nestled among seven swimming pools on a powdery white sand beach, in a community that boasts a spectacular Greg Norman signature golf course. This jewel of Cancun sets a new standard of luxury for all-inclusives with finely tuned amenities such as one-of-a-kind accommodations including two-story rooftop terrace suites with a private Plunge pool, meticulous service, gourmet cuisine, an exquisite spa and the signature Excellence Club. ... more   less 
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Also Known As:
Excellence Playa Mujeres Hotel Playa Mujeres
Excellence Hotel Playa Mujeres
Playa Mujeres Excellence Hotel
Excellence Playa Mujeres Cancun

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