TripAdvisor traveler ratingbased on 18519 reviews
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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 rating18519 reviews
2019年9月7日から6泊 Excellence Club Junior Suite Ocean View roomに宿泊。 カンクンは2度目。 前回はHYATT ZILARAへ宿泊。(2015年9月) [スタッフ] ほとんどの方がフレンドリー。 親しげに話しかけてくれた。 ビーチコンシェルジュのEmilioさんは滞在中、一番気にかけてくれた方でとても感謝している。 [レストラン] 普通に美味しかった。 もちろん日本で食べる高級レストランと比べると劣るかもしれないがオールインクルーシブと考えると十分に満足。 ただdate nightというディナーイベントで出てきたビーフステーキだけは固くパサついて美味しくなかった。 他で食べたステーキは焼き方も聞いてくれるし美味しかった。 (いつもレアでオーダー) レストランの種類は多く、6泊では全て回ることは出来なかった。 [お部屋] 広くてとても綺麗。 毎日、朝に清掃と夕方にターンダウンをしてくる。 またその清掃が綺麗。 気になったのはお部屋のエアコンがカビ臭いところ。 シャワーはレインシャワーとハンドシャワーがある。 水圧はそれほどでもないけどダブルで使えば十分。 また排水も問題なし。 トイレの音が丸聞こえになるのも少し気になったかな。 [プール] ものすごく広い。 そして水も綺麗。 よくありがちなサンベッドの取り合いもない。 サンベッドでくつろいでいると、こまめに注文を聞きにきてくれてありがたかった。 たくさん泳ぎたい人にも最適。 プールサイドで作ってもらえるピザが美味しい。 行ったら一度は食べた方が良い。 [ジム] 広い。 マシンも一通りある。 ただメンテナンスされてないように見えるし、綺麗ではない。 パワーラックが二つあるのだけど左側のラックはバーを乗せるところが不安定。 少しバーが当たっただけで位置がずれて危険。 またセーフティーバーの調整もできず。 右側のパワーラックは問題なし。 [アジア人の多さ] ほとんどいない。 たまに見かけたとしたら韓国の方。 滞在中、日本人に会ってないかも。 親しくしてくれたビーチコンシェルジュのEmilioさんも2年働いて日本人は2回しか見たことがないと言っていたくらい。 ほとんどが韓国かららしい。 [ExcellenceClubについて] せっかく行くならつけた方がよいと思う。 専用のレストランもよいところなので。 [ナイトショー] 楽しいのもあったがいまいち。 見て楽しむというより歌や音楽を楽しむという感じ。 でもその曲は古い。 Can't Take My Eyes Off Youを何度聞かされたことか。 ウンザリしてしまった。 ショーは断然HYATT ZILARAの方が良かった。 [バー] 全て同じメニューかと思いきやバーによってはそのバー独自のメニューもあり。 お酒好きにはたまらない。 [その他] 滞在中お土産を買いたくてレセプションでタクシーを呼んでもらってウォルマートへ行ったが片道400ペソ、往復で800ペソだった。 片道で行ってウォルマートでまたタクシーを拾って帰ってきた方が安かったかもしれないが一応安全を買うという意味で往復にした。 (両替はレセプションでしてもらえる。 レートは良いと思う。) 滞在中一度だけ、非常に残念なことがあった。 最終日のディナーの時に胃痛が我慢できなくて食事途中で抜け出して胃薬を買いに売店へ。 チップ分しかお金を持っていなかった為、部屋付に出来るか聞いたらできるとの事。 だが自分の部屋番号を伝えるとあなたは部屋付にできないと言われた。 宿泊代もカードで払い済みなのにまったく理解ができなかった。 どうしてもしたかったらレセプションへ行ってこいと。 結局ディナーの途中だし、体も辛いので諦めてレストランへ戻ろうとしたらやりとりを見ていた他のお客さんが買い物ついでに薬を買ってくれた。 その方のお名前、聞けなかったけど感謝してもしきれない。 反対に売店のスタッフにはホスピタリティのかけらも感じられなかった。 最終日の夜に非常に残念で悲しい思いをした。 [総合] 最終日の売店の事がなければ最高だった。 ただし、あっちこっちと観光したい人は他のホテルにした方が良いのではないかと思う。 あくまでゆっくりとホテルで過ごしたい人向けかな。 私はまたここに泊まりたいと思う。 もちろん次は胃薬持参で。
Another amazing stay at EPM!
We spent 13 wonderful days at Excellence Playa Mujeres in March and it was another amazing vacation. This was our 5th trip to EPM and every time we go it seems to get better than the previous trip. This resort is our favorite and it never disappoints. The staff is absolutely amazing, the food is delicious, the resort is beautiful, and it really does feel like it's our second home. Once again, the staff was incredible, doing everything they could and going above and beyond to make our stay great. I want to give special thanks to Nelson, Pedro, Carolina and Fernanda for making us feel so welcome and treating us like family. Some of the bartenders and bar staff who deserve recognition include Diego, Tona, Cesar, Jason, Martha, Job, David, Jorge, Roman, Abraham and Jose. The Excellence beach and pool concierge, including Manuel, Nacho, Cesar, Erick, Javier, and Emilio were tremendous and did an outstanding job. Also, special thanks go out to Yessica, Juliana, Enselma, Racquel, Moises, Floricel and Allan. All of you are great and we love returning to EPM because of who you are and what you do. Thank you so much for making our stays at EPM so wonderful! We hope to see you again next year. Thanks again to best staff at the best resort!
poor care for cusomers
We had a great first week but as the very unfortunate times happened The second week of a very expensive hotel failed it's guests. We were all in a safe place and the told to get out with a letter under the door with 4 days notice to get out. I feel that it was a financial decision rather than the paying customers to be safe. As stated we were safe and due to the current situation (corporate responsabity) A long way from home you kicked us out . I can continue about closing the hotel down around the second week. It was systemically closed down not the experience that was paid for. Came back as others as front line worker when people are needed most you failed us all we will continue. Had people being refused re entry to the hotel after trying to go to the airport (USA ) refusing transit flights Some where lucky (thank you TUI who was ablauty great ) A big thank you to all the great people we met in these troubled times 0
9TH Visit and Excellent Once Again
We visited EPM Feb 24 to Mar 2. It was our 9th visit to EPM and our 17th to an Excellence property. EPM is our absolute favorite although we have enjoyed all the locations we’ve visited. We were fortunate to visit before the COVID 19 virus forced our world to change. I feel sad for all the wonderful people who work there who are now not working. The staff at EPM is what makes the resort outstanding. My thoughts are with them all through this difficult time. For anyone considering this resort, just go… You will not be sorry. From the moment you arrive you are in paradise and every need is met. We arrived and our room was not ready so Jakeline in the Excellence Club arranged for a hospitality room where we could change into our bathing suits and keep our things until our room was ready. We headed to the grill which is the perfect location to eat overlooking the water. Our favorite place to be is the Excellence Club beach. They have both chairs and beds and a very relaxing space. It is away from the main pool so it is quieter. The concierges at the beach are extremely attentive to whatever you need. Just ask. Emilio was on our side of the beach for the week we were there and he made sure we had everything we needed throughout our stay, from extra towels to our special drink on our last day he took great care of us. Erick and Manuel also stopped by often to see if there was anything they could do to make us more comfortable. The drink service at the beach is constant and you can get whatever you like. If you don’t know what you want, ask for suggestions – they always have good ideas. We had Julianna and Anselma during our stay and they were both wonderful . We chose Excellence Club and had room 8364. Cleaning, refrigerator refill and turn down service were done daily. Left a note for some extra Diet Coke and seltzer water and it was left right away. The room has a safe and new this visit was a steamer for clothing. It worked very well. The restaurants were all good but our favorites were Chez Isabelle and Agave. Chez Isabelle is a wonderful romantic location. I recommend the French onion soup and the filet mignon, they were outstanding and the Crème Brûlée for desert was perfect. We loved the menu at Agave so much we had to go twice. Agave has delicious food and fabulous service. Our server for both evenings was William – he was very attentive and gave us some wonderful suggestions. Our final night we had dinner there and the manager Bonfillio and staff made it memorable. Thank you to Emily, the hostess, who set up a beautiful table for us to make us feel so welcome. We had the pleasure of meeting Chef Naiobi. We did not attend many of the shows but we did enjoy the music at Prelude in the evenings – especially enjoyed the group that played some Queen music. The sports bar was fun too – spent some time watching some hockey there after dinner. I also highly recommend the Spa. The hydrotherapy is very relaxing and their massage services are top notch – we had the Excellence Couples Massage which was several different styles of massage. As I said before the staff here are what really make it special. Vilma and Jesse in the lobby are there for any question you have and to help arrange whatever you need. Guest Services Manager Carolina is always checking around the resort to make sure guests are receiving fabulous service. Thanks to them, Nelson & Pedro for making our trip special. We love EPM and have already planned our next trip for November. Looking forward to once again being able to travel and visit this outstanding resort.
2 weeks in Paradise
We enjoyed every minute of this vacation and hope to return next February. The entertainment staff made it really fun around the pool every day. The special singers at the beach bar at lunch .... we loved that. Danitza or Danny for short (she was the only girl on staff) and Louis, Ishmal and Brallen and Sabastion .... these workers were all super friendly and helpful whenever we asked for something or any questions about anything they were right there for us. They were fun to watch with their line dancing and aerobic exercise classes ( we only watched and didn’t exercise) We already miss that place. The food was 5 star and our favourite was the French restaurant... we went there 3 times. The lobster House was next and really the food was really good at each place. The Indian restaurant was also 5star cause they gave us the ‘favourites’ that most people like (we needed their help ordering) and we typically left $5 tip per person and $1 per person for the breakfast buffet service .... and $2 for the chamber maids who cleaned our rooms .... they were all so friendly and accommodating. This was our 3rd time to this resort and we were 2 times at the Riviera Cancun Excellence resort before that. We are going back to the first one to really see which one we like best. The manager lady came to us after the first week and we had submitted our review about our stay and we mentioned that we were celebrating our big big anniversary and from that day onward they provided us with a different surprise every day. The last evening we were treated to a 2 person romantic dinner at the French restaurant in a private dining room (just the 2 of us) and rose petals on the floor in the shape of a 4’ heart and rose petals all over the huge dining room table .... it was almost embarrassing because they treated us like Royalty... Thankyou to that manager lady who provided that special evening for us ❤️💕 ..... We have been to about 10 other resorts and like Excellence the best. Senor Al and Senorita Julie