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Reviewed 10 August 2017 via mobile

Most relaxing place we've been in Mexico! Nicest staff, so accommodating, friendly and wait on you hand and foot. As soon as you enter, you don't have to worry about a thing. The excellence club is worth the extra, but not needed as we've had both. Had to return because we couldn't find anything with the level of service and accommodations this place has. Wonderful restaurants and doesn't feel crowded ever. Private pools for excellence club members and personal attendants the entire stay. Can't say enough about this place! Will go back again and again!

Stayed: August 2017, travelled as a couple
2  Thank hollyduke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 August 2017

We stayed recently at the EPM in an excellence club swim out suite. The room was lovely and the swim out area (building 7) was very quiet and the pool lovely.

Having read the amazing reviews on Trip Advisor we were both excited to visit the hotel and unfortunately the EPM did not live up to our expectations.

Day time:

During the day the EPM is amazing - the service is just outstanding, from the greetings and staff remembering your name - thank you Jacqueline and colleagues at the dining buffet to the concierge by our pool - Cesar and Pedro - who looked after us amazingly during the 2 weeks by continually changing our towels, getting us water, treats and to the ladies who provided us our drinks during the week. The daytime service was amazing and we couldn't recommend the hotel enough for this.

The hotel room is beautiful with flowers. Champagne, treats etc. being delivered to the room and the room kept immaculate during our stay along with mini bar constantly refilled. Cannot fault the staff at all. Gwendoline our concierge was just lovely.

We visited the spa for a couples pedicure which was a huge let down - the seating area was very uncomfortable and difficult to get up and down from and our "champagne and sweet treats" turned out to be a glass of prosecco and a jelly - very disappointing. The pedicure itself wasn't too bad but was underwhelmed with the spa area and we didn't receive our free treatment.

However, night-time we found the hotel to be lacking. Having to wait for a table in a restaurant for anything up to 90 minutes (Chez Isabel, Spice) and finding that some of the restaurants weren't too busy but still made you wait - the delay in drinks orders, water being served to the delay in food being delivered. There seems to be a lack of staff during the evening and as a result the hotel didn't come up to scratch for us because of the night time service.

The air con in the facilities at night needs to be reviewed as my husband and I were constantly hot - eating in restaurants that are too warm is not comfortable and the dress code needs to be reviewed. Men have to wear trousers at night - but women can wear what they want - and do and not often appropriate. Also men wearing jeans and baseball caps to dinner were not what we expected. Why not have 1 - 2 restaurants that require trousers and the rest relaxed?

Also why not introduce a booking service for your most popular restaurant - throughout our stay we wanted to go to Chez Isabel but every time we tried to visit we were told a wait of 90 minutes. Which was a shame as we wanted to sample the restaurant but 90 mins was unacceptable?

The entertainment was ok - having been to competing hotels who have very professional entertainment I must admit that I felt let down by entertainment at EPM - the shows were in differing locations and the stop start of the entertainment and waiting around was disappointing - the entertainment didn’t flow at all - and staying 2 weeks meant watching the same shows twice. The theatre was very uncomfortable and too hot so we avoided sitting in this area.

The staff at the Prelude bar was lovely - Veronica was an absolute gem and we loved our evenings here.

We did the cocktail mixology night which was lovely and great fun – the hotel need to promote these nights more.

Overall, the hotel is lovely - has a few niggles but the standard of service from day time to night and lack of staff just didn’t make our stay as magical as we thought and unfortunately the EPM just isn’t for us. I am sure that this hotel will continue to be very popular and continue to be a top rated hotel in Mexico with its loyal followers. Good luck to the hotel and a big thank you to the staff at the hotel.

Room Tip: Building 7 and 8 - great quiet areas in excellence club
  • Stayed: August 2017, travelled as a couple
    • Location
    • Rooms
    • Service
5  Thank Wonga1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 August 2017

This review is a bit overdue as our last stay, which was our 9th stay at Excellence Playa Mujeres, was last November (2016). As we are booked for our 10th trip to EPM this coming November I thought it was time to briefly review our last stay.

As usual we were greeted with a “welcome home” with cold face towel and a glass of champagne. We were arrived before noon, so we expected that our room would not be ready. This is never a problem. You receive a buzzer and are free to take in the resort and start your vacation right away. We went for lunch then visited familiar friendly staff that we have gotten to know over previous visits.

Our first visit was November 2007, the third week after opening. Back then you could tell that the resort has high expectations and want guests to feel special. This has continued right to present day, whether you are a repeat guest or a first time guest. This includes food quality, cleanliness, landscaping and all friendly staff members.

We have enjoyed all restaurants, pools, beach, entertainment, bars, spa, Excellence Club etc. every time.

EPM has been so special to us; I decided in 2012 that this was the place to get engaged. The plans were in place prior to arrival and went off to perfection.

As we have raved so much about EPM over the years, my sister and her husband stayed here with friends last spring to finally see what we have been talking about. They loved it so much, they are returning with us this November.

So many staff to thank for wonderful service and attention to detail, I cannot mention them all, but would like to point out a few such as Lorenzo, Vilma, Nelson, Dalel, Cesar, Hugo, Diego, Oscar and of course Carolina Paz. She does such great job checking in to make sure that everything is perfect during our stay.

We cannot wait to return in November!!

  • Stayed: November 2016, travelled as a couple
    • Location
    • Sleep Quality
    • Service
2  Thank 2012TerryK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 August 2017 via mobile

This was a beautiful and quiet place. Very relaxing and with excellent service. I would definitely visit this hotel again! Food was excellent and drinks amazing! Room was always cold and never felt hot inside of them. This was a big plus on our part.

Stayed: August 2017, travelled as a couple
Thank hoffa_14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 August 2017

Our first trip to Excellence Playa Mujeres was July of 2009 and they had just opened November 2008. I will never forget us riding down the road with trees on both sides (we have a similar road in the Florida Keys where we live) and thinking what have we chosen and then the trees were gone, a gorgeous marble culde sac was in front of us with this beautiful resort. We have returned every year since they opened and July 20 - 28, 2017 was our ninth year in a row!!! Yes we return as it is still the same beautiful great resort we saw in 2009!! We have watched some of the staff members grow like Carolina Paz, Customer Service Manger who never passes you by without saying hello, making sure everything is okay and a joke or two!! We have seen Fidencio at the Martini Bar from the very first year with his "High Four" and "Don't Worry by Happy" every time he sees with the best service. In Nine Years, we have met many friends there some of which still come back the same week we do!! The trip started with Hilario at Season Tours taking us to our home away from home to arriving to the beautiful doors of EPM and being greeted by Carolina, Vilma, Lorenzo & Francisco. We had never met Lorenzo (General Manager) as this was our first year with him there but we knew from the first hand shake and kiss that he was going to be fantastic and he was!!! He and Francisco would always stop to chat, check on us and when they were not able to either Carolina, Nelson, Jesus, Dalel and other staff members would say hi and make sure there was nothing we were needing!! Their smiling faces each day made the day excellence!! We checked in with the lovely Dalel with big hugs and kisses!! Taken to our room by Ivan with a smile!! We always started our day at the Breakfast Buffet with the smiling faces of Lisbeth, Jacqueline and Sheily!!! We have seen them many years and there is no better way to start your day!! Tonah, Fernando, Juan and Aurelio made sure our breakfast was also A-1 and Nancy does the best Soft Poached Eggs with a smile!! Then onto the pool where Mr. Baez would make sure we had everything we needed throughout the day as we spend our days at the pool all day!! He always has a smile and we had some great chats with him!! Lunch was always great whether at the Pizza, Grill or Excellence Club!! The staff always tries their best for everyone and we appreciate it! We always try to visit all the Restaurants when we are there and they are always exceptional!! Our Anniversary/Birthday dinner at Chez Isabelle was out of this world thanks to Juan, Julio, Carolina and Nelson!! We also got a surprise visit from Pedro who we have known through Chez Isabelle, Agave and now Lobster House from the beginning!! What a great way to end the evening as we had not seen him since we had arrived!! At the Martini Bar we had drinks and visited with friends and Cesar & Hugo!! Love their laughter and comedy amongst themselves but put a shaker in their hands and you will get a Excellence Martini!! And our bartender Tonah who we love to death!! He is short like me but a ball of laughter and smiles!! This was my first year at Coco Loco at Sol Bar and I got to watch him in action and I loved it!! He is such a ham but a great one!! Agave, Hibachi at Spice, Grill, Lobster House, Basmati and Chez Isabelle always made every dinner special and the staff was the greatest!! Can't forget Alfredo who remembered my husband has a Pistachio Ice Cream Cone every day and I did not have to ever tell him what kind!! Thank you to the Maid and Turn Down Service as the room always smelled great and was fresh and clean during the day and very romantic to walk into at night especially with the Birthday and Anniversary Decorations!! Diego, Ivan and Mario took great care of our luggage on check in and check out! I can go on and on about the staff but they are all fantastic, have become like our second family and our once a year trip is very precious to us!! This Resort is Top Notch from the moment you walk through those wood doors to your champagne and wet towel until you experience all the Excellence it offers until you leave and don't want to with a staff that makes it the best every minute and step of the way!! Visit EPM, let the Staff pamper you and let it be full of surprises for your stay as they are the best!!! We miss them already and can't wait till next year for #10!!!!

  • Stayed: July 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Gay Marie M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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