TripAdvisor traveler ratingbased on 5865 reviews
*Important* This hotel will be adults-only for travel 9/1/16 and forward (effective immediately).
Where care-free days and romantic, starry nights are met with personalized services and the finest of amenities, this premiere resort serves as an oasis of relaxation and romance for couples, honeymooners and guests celebrating an anniversary. Located in Playa Mujeres, just 30 minutes north of Cancun, comfort and luxury blend together seamlessly as guests are treated to a selection of gourmet restaurants and bars; opulent spa services; romantic wedding and honeymoon options; access to the beachfront Playa Mujeres Golf Club and spacious guest suites complete with sweeping views of the Caribbean, a private terrace and lounge bed, luxurious marble bathrooms and a room-service box to allow the utmost in privacy.
LocationPlaya Mujeres - Beach
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General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
A price may display when children stay free, if your vacation includes transfer to your hotel.
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating5865 reviews
missing the beloved and wonderful staff
We have stayed here in 2018 and had the most wonderful holiday - service excellent, staff were friendly , helpful and exceptional - nothing too much trouble - a special trip was planned for this week -unfortunately events have not allowed travel- so we look forward to seeing the wonderful staff, once travel starts again. We hope everyone is keeping well and keep smiling - remember you all do a fantastic job and we miss you all. See you guys soon
A wonderful hotel with superb staff
This review is so late because I found the tripadvisor card in my wife's handbag recently after her sudden death. I had to persuade my wife to take this holiday, somewhat against her will and we arrived feeling very unhappy after a long and weary flight. From the moment we arrived in reception our spirits were uplifted with a warm and friendly welcome.We were escorted to our room, which was the ultimate in comfort and luxury.We soon found that everywhere in the hotel and grounds was the same, spotless and of high quality. However, the outstanding feature was the staff. It would be unfair to single out any individual, suffice to say that each and every one of them made us feel like honoured guests at every moment of our stay. The food was excellent in all the retaurants, with careful and friendly service and all the facilities were of the highest standard. The only fault was provided by mother nature who did not give us the weather we expected, with a keen sea breeze blowing most of the time, resulting in a yellow and sometimes red flag on the beach. Only a short time ago we discussed the possibility of returning next February if Covid would permit, but then my wife suddenly died. ( we had been married more than 65 years).
Birthday & Anniversary Trip - 4th visit to Excellence Properties
We were originally supposed to be at Beloved but since they didn’t open, we were moved to EPM. We booked a Casita Suite with private pool & was told we would get the equivalent room at EPM. I emailed the resort & they said I’d get a swim up suite. I told them I wasn’t happy with that because it was a down graded room from what I booked, they said they would check into it for me. We like the more private rooms, we don’t care for the swim ups because people are right outside your door. Our travel agent called me a week before we left and said I was booked for an Excellence Club 2 Story Roof Top Terrace suite. I was so excited!! We had trouble with flights and arrived late so I was exhausted already. We went to check in and I was told we would be in a swim up suite. I showed them my confirmation paperwork and she didn’t care. I asked for the manager, so FERNANDA (The Excellence Club manager) came in and was absolutely ZERO help. She didn’t care what my paperwork said or that we were unhappy! I made a scene and told them to just give me the room key. All she had to do was say she was sorry that our booking was mixed up & they could see what could be done. But nope, she did NOT care!! This is not how you want your trip to start. I guess since we were moved from Beloved she didn’t value our business. I emailed my travel agent & he stated he would call them in the morning. The next day someone called & said they would show us a roof top room, so we moved rooms later that day. They sent Carlos & I am so thankful they did. He was so sweet, kind & understanding. I can’t tell you how much we appreciate him & everything he did for us! He deserves a promotion & a raise. He completely turned our trip around! THANK YOU Carlos! If not for him, this review would be a zero star!!! The food was good, beach service was slow & the spa was amazing (Alba, Lulu & Yedid were awesome). The room was clean & beautiful. We ended up having a great time, even with the horrible EC manager! I also want to say, I don’t know if it was the resort or my travel agent who messed up our booking. Our travel agent at Vacation Express emailed me while on vacation telling me to delete my negative review because they work hard. Well, we work hard to be able to afford a nice vacation & I don’t appreciate the treatment we received when we arrived! This was our 4th visit to an Excellence property & I would think we would be valued customers but Fernanda didn’t seem to think so! I hope the real management sees this & can help train her to better deal with upset customers. Thank you again Carlos, you are the BEST!! ♥️ We are booked for Beloved next year!
We frequent excellence properties 4+ times a year and always love them, hence why we keep coming back. Beloved is a beautiful and amazing resort but they have failed miserably now. My wife and I have a trip scheduled for our anniversary and we booked an amazing casita with private pool. Well because of covid they have pushed their reopening back further, which is understandable. Well we booked a couples only resort for a reason. We contacted them in regards to this opening pushback and they told us or our only option was to move to Finest. Well for starters moving us to a family resort is completely unacceptable. We booked a small boutique couples only resort for a reason. Last thing we want is to be around kids. Also we booked a Casita with private pool, they tried putting us in a swim up room, that is not even close to being the same level of room. They said if we wanted a comparable room we would have to pay more money. This is completely unacceptable and we will now be looking to spend our money elsewhere. It's a shame management at the excellence group is so disconnected with their guest. I've always had exceptional service here until now. Their management has left a very sour taste in my mouth.
My husband and I stayed here several years ago when they still allowed children and had a wonderful time, and our recent return did not disappoint. We appreciate the intimacy of the smaller restaurants and all of the personal details. Exceptional service and surroundings!