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“2nd Time Here, Not quite as good”

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Excellence Playa Mujeres
Ranked #2 of 6 Hotels in Playa Mujeres
Certificate of Excellence
Dallas, Texas
Level 4 Contributor
28 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 135 helpful votes
“2nd Time Here, Not quite as good”
Reviewed 12 May 2014

Before I begin, I must tell you I have a very objective opinion about all adult all inclusives in Cancun because I've stayed at most, including: Le Blanc (3 times), Secrets Maroma, EDR, EDR Casitas, The Royal, Excellence Riviera and El Valentin, Beach Palace and Dreams to name a few.

I would rate the Excellence as a "good" All Inclusive, but not amongst the top tier. Message me if you want to know my opinion of the best.

I will start with the Cons since that seems to be more important to most.
1. Construction Noise: We had a roof top terrace in Room 7 and the banging could be heard inside the room, enough to keep us up. It often started at midnight and ended at 3 a.m. Being on the roof top terrace, it was a severe nuissance. Our best friends had the same issue in Building #2 2. Food: The food was mediocre; we did enjoy the Indian Food and Hibachi Grill at the Asian Restaurant. However, we didn't have "any" good deserts. We felt the best desert was the ice cream machine they had near the outside lobby bar *Also, the room service we ordered was pretty much unedible.. 3 The lady working the gift shop gave me the "who farted?" face and rolled her eyes when I paid with a 20 for a small item. (That was a first ever in Cancun, anywhere)
THE GOOD: 1. The grounds were absolutely beautiful. 2. The rooms were top shelf. 3. The maid service was as good as it gets 4. The service was great 5. The beach was good: There was seaweed, but the cleaned it every day (they can't control nature). 6. The drinks were awesome as well; the liquor was a little watered down at the pool bar, but it's like that at most all inclusive resorts. If not, the yahoo's at the main pool would be a liability. 7. There were plenty of activities and beach chairs for everyone. They are one of the few resorts who control the people who drop towels at 6 a.m. and show up after lunch. (I tip my hat)

*On a side note, beware of DreamDays shuttle service; they were a nightmare. See my review for details.

*I'd come back for the right price.

Message me if you have any question.

Kerry

Room Tip: DO NOT CHOOSE BUILDING 9. They are closest to the cranes pounding the piers all night long.
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  • Stayed May 2014, travelled as a couple
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Helpful?
8 Thank KD070770
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Douglas Isle of Man
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 11 May 2014 via mobile

From the moment you arrive at EPM you know this is going to be a holiday like no other.

The wonderful welcome involves a cool flannel & a chilled glass of 'Mimosa' (champagne & orange juice) just what you need after a long journey! Everything about EPM is luxurious, sumptuous & pure perfection.

The Beautiful Suites - ours was in Block 8b with an ocean view, we were delighted on arrival to discover that we had been upgraded to the Excellence Club. Extra little touches that included premium spirits in the drinks cabinet, a tropical flower display, petit fours each evening, a daily news paper, access to the club lounge & delicious nibbles served whilst sunbathing round the excellence pool.

The Fabulous Grounds - which are so well maintained & manicured to perfection!

The Wonderful Restaurants - all of which serve amazing food, our favourite is Chez Isabelle, we ate there on our last night & were treated like royalty! We were shown to a private little room off the main restaurant & our table had a fabulous candelabra on it & was festooned with rose petals & candles. On the floor was a large heart made from rose petals - it was SO romantic.

EMP can be whatever you want it to be, loud & lively at the swim up bar or quiet & serene by the lazy river. Down on the beach is a wide choice of comfortable sun loungers, palapas & double beds, at midday you can find live entertainment & a buffet style lunch. Our favourite is on a Sunday with the live rock band & a BBQ.

The Miile Spa is a must, we enjoyed the Excellence Couples Massage, 80 minutes of sheer bliss.

Although EPM is aesthetically one of the most beautiful resorts in the world, what contributes to its 5* rating is its impeccable employees. They are the heart & soul of EPM. Each & everyone of them has an important role to play & they do so always with a smile & a genuine enthusiasm. Nothing was ever too much trouble & we found every employee to be very professional. Virginia, the General Manager & Eric the Assistant Manager should be applauded on the fabulous ethos that they have created within their staff members. They are ALL wonderful, however, we would like to say a very special 'Thank You' to David at the Excellence Cielo Bar, Alexandra Bars Manager, Antonio from Excellence Concierge & Christian from Chez Isabelle, each of them went that little bit further.

This was our second visit to ' Paradise' and it definitely won't be our last!

Stayed April 2014, travelled as a couple
Helpful?
8 Thank JulieMikeIOM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Springboro, Ohio, United States
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 11 May 2014

16 of us stayed here in early May 2014. Absolutely excellent. Many pools, hot tubs throughout the facility where waitresses serve you through the day. Restaurants were all nice. The Lobster Grill was our favorite, because it was the only one where you can where shorts. So....don't forget a pair of long pants for the guys if you want to try any of the other restaurants. If you do though (like I did) the concierge will loan you a pair.

Room Tip: We stayed in the Junior Suite. Great value for a $50/night upgrade. Ground floor. Walk out to the...
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  • Stayed May 2014, travelled with friends
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Helpful?
3 Thank Tom M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lethbridge, Canada
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 11 May 2014

We came for a wedding May 3-9, 2014. It was one of the best experiences either of us have had with a resort in Mexico! It may have been a little bit more expensive than some other resorts; however it was totally worth it. The service was unreal... I have never seen so many people with smiles on their faces! The staff is always friendly, everything is always spotlessly clean, the entertainment is so much fun and every question is answered with a smile! We loved the lazy river, and chatting with the friendly staff. We even utilized the jogging path which paralleled the golf course and was very beautiful! The rooms were beautiful and cleaned with great care, as well as a turned down for us at night. One of the guests staying with our party slept on the bed outside on the patio, which goes to say how comfortable those beds were! We had a fabulous time and will certainly be back and bringing our families with us. Not one negative thing to say. Great job Excellence!

  • Stayed May 2014, travelled as a couple
    • Value
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Helpful?
5 Thank Drew S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Calgary, Canada
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 10 May 2014

While our vacation at Excellence is a 4.5/5: great service, amazing food, clean pools, beautiful beach & grounds, elegant rooms (beds could have been a bit more comfortable, especially in Excellence Club) and even the construction noise wasn’t that bad from building 7 and 8 (Vacation reviewed by Ashley C a few days ago), however-- our wedding day and the planning leading up to it is only a 2/5.

Everyone said the whole wedding day was beautiful—but behind the scenes, working with the wedding coordinators at Excellence was a disaster: they are very clearly understaffed for their workload.

We were told by Andrea and Llenny (pronounced Jenny) that there are only 2 coordinators for not just EPM but also The Beloved family resort next door. There is an average of 3 weddings a day and little to no time after that to work with upcoming bride and grooms whether through email or in person.

It was extremely frustrating trying to track either of them down when we had questions. We were not impressed. Starting with taking up to 5 weeks to get a response from Llenny via email leading up to our arrival at the resort often asking for information my wife had already provided multiple times. The excuses for extremely delayed responses were: that she was moved to the Beloved side to plan weddings and didn’t have the email immediately forwarded to her and a few weeks later that she was out of office for medical reasons—and apparently no one could cover her work load.

The date we selected to have our scheduled romantic breakfast in bed was missed, our wedding coordinator Llenny was tied up in meetings when we wanted to meet with her in person for the first time (we didn’t receive an appointment meeting confirmation prior to our arrival even though we sent off everything she requested from us five days prior to our arrival) so we had to meet with the other coordinator Andrea the first time. After things seemed to be getting back on track but they both continued to be near impossible to track down to speak to in person or on the phone at any given time of day throughout the week.

A word of caution to anyone in the wedding party using the spa services for hair and makeup: My wife came back after her trial hair and make-up a little disappointed. She said there is a pretty strong language barrier and even providing photos of the hairstyle you like, might mean you don’t end up with a style that looks anything like it. Her bridal party were relatively happy with their hair the day of the wedding but a few of them said they had to have them change/redo it due to miscommunication.

My wife opted to do her own hair and makeup for the wedding. She had expected that the makeup used at the spa would be higher quality humidity/sweat proof but this was not the case. *At the very least, my wife suggests you bring your own mascara and lipstick/gloss—the stylist did not use single-use mascara or lip brushes—just the wand that comes with the mascara and glosses: which is extremely unsanitary.

The day before the wedding, there were still a few unfinished items and questions we had; like whether or not I would even have a complimentary room to get ready in. It took more than an hour and a half of playing phone tag and tracking the coordinators down to be met in the Lobby with Llenny and her manager Maya to ask for some sort of confirmation of things discussed prior to ensure we were getting everything we would be paying for. We asked for a checklist and in return, we got a very poorly photocopied version of the form we were asked to fill out before we got to the resort with their additional hand-written notes on it from our first meeting.

On the morning of the wedding, I was in limbo because I couldn't check into the complimentary suite to get ready until after 12pm. My wife’s gown and my suit were almost 2 hours late being returned from laundry services getting steamed on the day of the wedding – we were told they would be delivered by 11am.

They mixed up ceremony aisle decoration selections that we had talked about several times (my wife asked for the shells and starfish and instead got the rocks and lanterns) it was still nice, but not at all what we asked for.

Then there was an awkward path set for the bride to walk towards/down the aisle that would have been visible to everyone before the actual wedding march if she didn't say "No" when the bridal party was almost there. My wife admitted to going a little bridezilla because Llenny wanted her to walk around in full view of the Gazebo before they were to walk down the aisle. In all the weddings she'd been to-- that's never, ever been done.

My wife opted instead to enter from the beach-side which was a straight aisle entrance and had a place to remain out of sight until ready. But the wedding planner still had everyone's backs turned away so that no one was even really looking while her bridesmaids walked down the aisle.



The beach area just in front of the entrance to the gazebo is where some of the motorized & non-motorized watercraft rental equipment is sitting and instead of having it moved before the ceremony, some of the items were still visible behind us for a lot of the photos. (Thank goodness our own photographer is a wizard with Photoshop.)

Then, the head table of the reception on the Spice terrace (which was a nice venue, more intimate for a wedding party of 25-30) was only set for two people when we asked for seating for six-- our MC & guests noticed this mistake immediately and had to rush to have it fixed before my wife & I arrived.

That being said: the Love package Silver cocktail hour and dinner menus were delicious and they catered to food allergies for some of our guests. Josue, Carlos, Angel and some of our other favorite servers around the resort made sure they were working our cocktail hour and reception. They truly made the night a success. Josue went above and beyond the whole night: he hand delivered us drinks while we were preoccupied taking pictures with family on the beach near the cocktail hour. When we entered the private reception Josue followed in front of us and sprinkled rose petals as we walked. Because we went over our limited reception time, the servers weren’t going to get paid past 9pm but they stayed until 10pm for us to wrap things up. We made sure everyone tipped generously.

The reception time allotment is only 3 hours with no offer to extend the time. So, we didn’t have enough time to play any wedding games my wife wanted or have a full dance after we finished the meal, cake cutting, speeches and the three main dances: first dance, father-daughter and mother-son. The resort wanted $400 to rent speakers and an ipod dock for the reception. We instead used our own wireless/bluetooth speaker system that we brought with us that we purchased for half that cost and it did the trick.

Note: Once the 3-hour reception is over, there really isn’t anywhere on the resort for the wedding group to go to continue the celebration except the disco which is too loud to have a conversation. The only option we had was to all go up to our private hotel room’s roof top terrace—which has no built in lighting.

There were a few positive notes for the wedding planners: Llenny did manage to get the construction crew (who are building Excellence’s new sister resort right beside the marble wedding gazebo) to stop work for the 30minutes of our ceremony—which was a huge relief. They also provided vases on each table to use the girls' bouquets as center pieces (Andrea's idea). Also, in the Love Wedding package upgrade-- there is the option for a rehearsal dinner for up to 15 people but they allowed us to have our full wedding party (25 people) join us at Toscana—our main server Adrian was awesome.

While this review is loaded with warnings-- it was still a beautiful day and a happy experience full of fond memories just not at all because of the wedding planners—but because of our own wedding guests having our backs, the awesome servers we had met prior who volunteered to work our cocktail hour and dinner reception and our own photographer.

We would have had some cheesy photos if we had gone with the resort photographer who we instead used to snap pics during our rehearsal dinner since we couldn't exchange his services for a videographer or anything else not included in the package. In the Love Wedding Package it stated that it included 24 printed 5x7 full color photos—instead we received a disk with 90 photos from our rehearsal dinner and were told they do not offer printing. While it’s not a huge deal, if it’s listed in the wedding package, it should be followed through.

Excellence Playa Mujeres is a nice location for a wedding and the service and food are amazing-- but there needs to be a complete overhaul on their wedding planning coordination group if they want to compete with other higher end all-inclusive resorts out there.

At the end of the day, no one is going to remember the small details that got mixed up or the frustration my wife and I felt in the planning process, we were surrounded by our family and friends on our special day and that’s what truly matters. But knowing how much money we spent and how much our 20+ wedding guests paid to come to Excellence Playa Mujeres, my wife and I felt that we didn’t receive the full, true value.

We didn’t feel confident in the wedding coordinators’ abilities at any point leading up to the wedding day and especially on the wedding day. We felt like faceless wedding group #267 followed by the next ceremony #268 an hour later or the next day.

Until the resort secures a lot of additional support staff for the wedding coordinators and better organized planners-- who can be more easily accessible, provide timely responses, offer informative checklists of items discussed in writing, or follow up after the wedding day etc.-- we do not recommend Excellence Playa Mujeres for Destination Wedding services.

Room Tip: Anything in Building 8a Ocean view is perfect.
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  • Stayed May 2014, travelled as a couple
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    • Cleanliness
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Helpful?
3 Thank Rob C
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, 14 May 2014
First of all, allow us to thank you for taking your valued time to share your feedback with us.

We would like to 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 also appreciate your detailed feedback, which helped us identify specifically the areas of opportunity encountered during your stay
On the other hand, we would like to apologize for the inconveniences presented during your wedding planning. By standard, the communication within the hotel is established in order to provide the best service to all our guests at every moment. We deeply regret to hear that the conversation with the weddings department didn’t meet your expectations.

Allow us to assure you that immediate measures have been taken with the responsible managers of each area to avoid future discontents on these matters.
Nevertheless we do hope that despite the inconveniences you had through all your stay with us, you can give us the opportunity to welcome you again in order to have the chance to show you the real meaning of service that you expect from us.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Winnipeg, Canada
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 10 May 2014

We stayed at this resort from March 23rd to March 30th of 2014 and we were completely blown away by everything. We have been to many resorts all over the world, mostly 4 to 5 star and I would put this resort well above all others. If you have any problems being completely satisfied here, then you should not travel.
We arrived at the hotel and were warmly greeted with a cold cloth and a drink and then we were escorted to the Excellence Club check in lounge. The staff were friendly, fast and we were in our swim up room quickly. The room was absolutely incredible with fresh flowers and an incredible lay out. People have complained about the bathroom layout but it was perfectly fine for us. This room by far had the most storage space in any of the other resorts we have stayed at in the past. If the in room liquor is not to your tastes, just ask and they will try their best to accommodate. Our maid Isabelle looked after us for the week and she was absolutely incredible. Room always cleaned to perfection with cute towel animals on the bed and she would fill the ice bucket which was a very nice touch. Much thanks to Alexander who went above and beyond to say a quick hello and make sure we had everything we needed.
The beach was wonderful and yes there is seaweed. That is part of a beach. When it came in, the hotel beach workers moved extremely quick to remove it. There were always chairs available and drinks as required. Best place to sit back and enjoy your vacation.
The food was always fresh and extremely well prepared. No complaints at all. Try the pizza from the brick oven by the main pool. The pizza man knows his stuff and the pizzas are fantastic for lunch or as a snack. We loved the Mexican restaurant. From the authentic entrance, to the open sitting area courtyard and most of all the incredible authentic Mexican food. The tortilla soup is to die for. Many thanks to the restaurant staff and especially Wilberth who made us feel like family.
Walking around the grounds was a sight to behold. The landscaping is just incredible with statues all over and incredible trees and plants.

I could go on and on about this resort but the simple aspect is, THIS RESORT IS PURE EXCELLENCE. Check it out for yourself and you will not be disappointed. We will be back again and again to enjoy all this resort has to offer. Thanks again to the management and all the staff for going above and beyond to make our vacation so special.

Room Tip: Get a swim up as it is nice to relax in the pool with the room so close.
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  • Stayed March 2014, travelled as a couple
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Helpful?
4 Thank wpgdragon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, Massachusetts
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 10 May 2014

Our Bullets of Excellence from April 9-15, 2014:
* Staff
- Virginia Amador, the GM, was visible throughout our stay, hands on and attentive to the details of set up and special events. We were surprised to return to our room to find a letter and gifts after meeting her on our first day by the pool. What a blessing!
- Gloria, breakfast hostess. Whoever is responsible for choosing to assign her to greet everyone with her amazing smile and sweet demeanor every day at breakfast? Brilliant choice!
- Bartender Julian, never skipped a beat, remembered everything, and his sunny disposition was a delight!
- Kudos to the waiter who surprised my husband by running across the resort to another restaurant to retrieve a V8 when he asked for one at breakfast... Geesh, who does that? On another morning, our creamer was empty. Our waiter asked, "Baileys in your coffee instead?" I thought, "Well, why not, I'd never do that anywhere else!" He went a retrieved it at 8:30 in the morning!
- I visited the bathroom by the beach. A smiling attendant was cleaning when I entered. I had not yet reached for the toilet paper so I did not know that the dispenser was empty, but evidently the attendant did and had not yet replenished it. The attendant's hand suddenly appeared under the door with toilet paper. GRACIAS! I didn't even need to ask for help!

Our meals ranged from average to great, especially Chez Isabella. It was lovely and our meals there were super. The Flavor Market is perfect for a light, late night dinner. There were problems with our meal at Barcelona; the manager was fairly new and tried to make things right. We left the restaurant disappointed in the kitchen, but thankful for the manager's attention. Weren't we surprised when 15 minutes later, Barcelona's manager somehow found us on the full plaza because she wanted to personally apologize and offer us a special night if we came back! Unfortunately we only had one night left so we could not take her up on it, but her concern for our experience was evident.

Will we go back to Excellence Playa Mujeres? Absolutely! The rooms, farm tractor (Really!)groomed beach and sandy bottomed water, the staff, no annoying vendors, room service, and a honeymoon that was worth waiting for (two years), thank you Excellence Playa Mujeres !

Room Tip: Request to stay away from the construction
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  • Stayed April 2014, travelled as a couple
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Helpful?
6 Thank Bruce_Michelle
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 On the Beach Hotel in Playa Mujeres
#2 Luxury Hotel in Playa Mujeres
#2 Spa 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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