My husband and I travel often. I spend a great deal of time researching where we stay. For some time, I had wanted to go to the Beloved Hotel because of the raving reviews on tripadvisor and also for their advertising via social media and their site. Let me begin, it takes a lot for us NOT to travel to hawaii. I love going there. So for me to chose Mexico over Hawaii, I must REALLY want to go to the resort. With that said, this place was a disappointment. It was a good time. but not great. I felt like for the same money or less we could have had a better experience. People who give this resort 5 stars honestly must not be frequent travelers with anything to compare it to. On their site, they claim to be a 5 star boutique hotel. First off, this isn't 5 star. Secondly, its not like any boutique hotel i've ever stayed at. They are stingy with the soap! (it took us four days before we could get a replacement from the little sliver we had.)
Let me begin. If your flight plans land you in Mexico early for check in, guess what? they won't let you check in early. And it wasn't just us. It's everyone. All week long during our stay I saw weary travelers in their heavy jeans walking about waiting. obviously, too early to check in. We were literally an hour and a half too early. I've been to plenty of places that let you check in early. Especially if they know you've traveled far. My day began at 5 am, last thing I wanted to do was sit outside at the beach and eat lunch in my travel clothes. But that's what they direct you to do. They don't even offer you a bathroom to freshen up. At first, this highly annoyed me. I am all about first impressions and this wasn't a good start. The check-in guy Luis is aloof. We had to deal with him all week and his attitude just irked me. The one other resort that did this, was a place we stayed 8 years ago, and funny thing is, we never went back there either.
So after I got over the checking in debacle, we were brought to our ocean view terrace suite. Which was not an ocean view or what I consider ocean view. It faced the small marina on the property. When I think ocean view, I think hearing the ocean waves. I was so tired from traveling that I couldn't even bring myself to argue this with them. I just wanted a shower. I just let it go. We were on vacation and I wanted to relax. But that's my warning, not all those Ocean Views are really of the ocean.
During our first two days, I felt like the staff went out of their way to make us feel welcome. As our stay continued, its like they became distracted or just disinterested or just concentrated on other guests. When we first checked in , the bellhop informed us the hotel was only at 40%. The first half of the week it was delightfully quiet. It was everything I had hoped it could be as for atmosphere and relaxation. We were looking for a laid back quiet resort. We have very stressful lives back home and we wanted to just unwind. As the week continued, more people checked in including two wedding parties. Suddenly, the peaceful resort became like a crazy drunken frenzy. If we had wanted this, we would have stayed at a resort that aims for this sort of thing. I do not want to hear a DJ blasting music while I eat lunch. I'm sorry, just not my thing.
The Beloved is huge on posting on social media sites like facebook, instagram, and twitter. I am into all of that. So before the trip, I was following them. I was so excited to go to the Natura Bar. My husband and I love smoothies. I was imagining a mini Jamba Juice or something. They built it up so much. Well, don't get excited like me. First time we went there, they weren't ready and we waited 20 minutes before we could order and they seemed unsure on what they were making. Second time, at 10:30 am, we went for a light breakfast. They told us to come back later. They weren't ready. The third time, we waited again for awhile, ordered smoothies, and then an hour later felt horribly ill. After that, we gave up.
There aren't many options for restaurants, which I was aware of before our stay. So its a mistake on my part. 7 days is just too long at this resort for the food options. You really shouldn't stay more than 5 before you become bored. The food is good, better than a resort we had stayed at in Mexico 7 years ago. But not the best all-inclusive I've ever had. I'd consider it above average but not superb. All the waiters and waitresses were excellent. They are truly the best of the resort when it comes to customer service. My favorite person actually was Sarai , the hostess, at the Aroma. She remembered our names each time. And our last night there, she was hustling about doing the work of three people. Her customer service skills are amazing. She honestly should be working the front desk instead of some other individuals.
The Maid Service is random. Some days they come at 10 am, some days you have to call at 2 because they didn't come and you need towels. (We had to do that 3 times in our stay.) They are terribly stingy with the wash towels. Its strange to me. Some days we received none. Others just one or two. I don't know about you, but I wash my face at least 3 times a day. (And I know my husband does at least twice). So one towel? After 2 days, my husband discovered a bathroom on the floor below us near the game room that had extra hand towels and he'd get them for me. Kind of silly.
Fully Stocked Bar? Not really. They give you want they want you to have. My husband and I enjoy rum. He requested a specific brand on Tuesday. After pestering, he received it on Saturday. (two days before we were leaving.) They are stingy when they restock it too. And we noticed, they don't clean the glasses. They just flip them over. We know this for a fact because my husband ashed his cigar in one, and the next day it was just flipped over like it was clean at our bar. It was not and i almost drank ash.
The room itself is slightly outdated. The furniture is a white leather that shows the dirt and wear. It definitely needs to be updated. We loved staying out on the terrace relaxing on our sunbeds and then using the plunge pool. But after a few days, I wondered if the sunbeds ever get changed. Think about it? people sweating on them constantly. We saw people below us check out and new people check in and those covers (pillows or sun beds) were not changed. Grossed me out.
The bed? YIKES. Its like sleeping on a hardwood floor. We have a wonderful soft bed at home. So this was like a rude awakening every morning. My back ached horribly.
But the part that got me the most, that really agitated me on this trip... we had reserved on Tuesday of our trip a private romantic dinner on the beach for Friday. On Thursday at like 4, they call to tell us they need to cancel. They have another engagement (one of the wedding parties). We were okay with rescheduling. But they had no free time. All weekend. So finally, we said what about tonight. So, at 7, we walked to the beach for our romantic private dinner. But instead, we saw tons of chairs and a family posing for pictures. Obviously a left over from one of the wedding parties. We waited patiently. No one from the staff said anything to us. We began to wonder if it wasn't happening. So finally, we saw a staff member clearing chairs. I felt bad. It honestly made me feel bad. This one guy working so hard to set up for us last minute. So I was like nevermind. But they insisted we have it. So we did. It was a nice dinner, nothing extravagant. Just peaceful to hear the waves. On Sunday night, our bill got slipped under our door. We were billed twice for the dinner. Once on Tuesday and again on Thursday. My husband went downstairs to resolve this. And he was given an attitude by the concierge named Sebastian. He came back upstairs and it really bothered him. The man never apologized and almost acted like my husband had to prove his case. Its not the reaction you think you'll get when you get over billed $200. No sincere apology. Nothing. He removed it from the bill and nothing else.
The next morning at check out, again we had to deal with personality lacking Luis. Once we were done with him, Patricio, who must be in charge of hospitality, asked how our stay was. I told him it was good but I really wasn't impressed. He wanted me to elaborate further. I found that frustrating. Our shuttle for the airport is about to arrive and I don't want to go over anything. I just want to get home. So he kept pressing. Finally, my husband mentions the romantic dinner. Patricio says he wants to refund us $50 in good faith. But in Spanish, Luis begins to argue with him. Now, we don't speak the greatest Spanish, but we understand it fairly well. My mother-in-law even teaches it at a high school level. So we could actually understand them speaking in spanish arguing about refunding us. It was so rude. Its like they assumed we wouldn't understand. In the end, patricio was like, well I may refund you in a day or two and you'll see it. Well, it's the next day. No refund. not that its a big deal. I mean, I sucked up the lack of ocean view so $50 really doesn't matter.
In short, the beloved is not what it advertises to be. It is not a 5 star boutique hotel. What is it? It is a small average all-inclusive resort. They seem to be very attentive to the wedding parties, so maybe its a good place to have a wedding. But even then, their beach is so small. So I don't know. I've never been so disappointed by a hotel/resort before. We still had a great vacation because we relaxed and made the most of it. But we could have done that anywhere. There was nothing overly special about this place to make me ever recommend it.
Rooms in the 100 section face the marina not the actual ocean. I recommend getting a casita, they...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 1, 2013
Thank you very much for taking your time to share with all of us this review, your feedback is very important for us and it is our regret that we were not able to exceed your expectations, although many well-traveled people have found The Beloved Hotel Playa Mujeres to be a great place for romantic and relaxing getaway, with excellent food options and outstanding service.
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Our guests experience is important to us, and it is of deep regret to hear that your check-in experience with us was not of your full satisfaction. Although each member of our staff is continuously trained for the proper development of their duties and to deliver high quality service that exceed the expectations of all our guests.
We also saddened to read you we not happy with your room location. At The Beloved Hotel requests are considered priority, and we always do our best to meet guest preferences when requested.
It is certainly a disappointed to read that we fell short on your culinary expectations. We take great pride in providing the freshest of ingredients and creating both simple and also creative dining experiences. We also would like to remind all of our guests that if you want to eat something that is not in our restaurants, please let us know, and our Chef will be more than happy to prepare a special meal for you, if the ingredients are available.
We are very much concerned by your review and the disappointments you faced in our Natura Bar. We have high hygienic standards and our staff is well trained on this food & beverages safety practices. It is our goal to maintain the highest standards for all our guests so we always make sure that the food and drinks are served according to these hygienic norms.
As per the towels service, we would like to mention that every room has a card with the proper use of this articles. If the towel is not found in the floor, the maid won’t replace it. This measurement is part of a program that helps to protect the environment.
On the other hand, allow us to apologize for the incident described as encountered with your romantic dinner. We can assure you that every constructive criticism you’ve shared with us has been taken very seriously by our team in order to keep standards, expected by our guests on the highest level, ensuring your satisfaction.
Please received our warmest greetings from Cancun.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.