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“Absolutely the worst service anywhere, room not so good either.” 1 of 5 stars
Review of Privilege Aluxes

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Privilege Aluxes
4.0 of 5 Resort (All-Inclusive)   |   Ave Adolfo Lopez Mateos, Isla Mujeres 77400, Mexico   |  
Hotel amenities
Ranked #6 of 36 Hotels in Isla Mujeres
Certificate of Excellence 2014
Biloxi, MS
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
“Absolutely the worst service anywhere, room not so good either.”
1 of 5 stars Reviewed January 4, 2010

Everyday, trying to get a simple pot of coffee to the room at this "luxury" hotel was impossible. One hour and twenty minutes on Sunday. One hour Saturday. They "didn't have enough pots" was the claimed reason. Why don't they buy more? When we got to the room it was moldy and the bed was like cold cement. Pillows like rocks. Was able to get an egg crate the 2nd day. A/C controls didn't work. Food on the buffett was pathetic. Have to stand in front of a waiter to get them to stop, then they disappear. Bartenders only serve the waiters, but there are too few waiters, so you can't get service. Staek from room service was 2' wide, 1' deep and burned, french fries cold and no salt or ketchup. Things just seemed to get worse and worse. Even the management appeared not to care. I would strongly recommend against staying here.

  • Stayed January 2010
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,963 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 4, 2010

My husband and I got married at Privilege Aluxes the day after Christmas 2009. We decided to elope rather quickly and Elba, the hotels wedding planner, was able to pull it all together and make our wedding day perfect. That evening the chef created a wonderful romantic meal for my husband and I on the beach. It was truly everything we could have hoped for.

In addition, they upgraded our room to the Presidential Suite when we arrived. The room was amazing with incredible views and the staff was excellent throughout our stay. I would definitely recommend this hotel and consider it for your wedding.

  • Stayed December 2009, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sandusky, ohio
1 review
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed January 2, 2010

Hello from Ohio. My sister in law and brother in law were the ones who recemended we went to Isla. My husband decided on Privilege based on price and location. I highly recomend the pick up service from the airport. It is worth it just not to have to worry about getting to the boat dock.

The place is beautiful. With the honeymoon package we got a free room upgrade, but when we got to our first room, they forgot about the upgrade. about half an hour later they called and told us our new room was ready. We asked of what the chances of getting a upgrade to the platnum suite was, they told us that we could do it in a few days. We are glad we did. although we spent a little time in the room in the begining but glad we waited to upgrade to the suite.

The honeymoon package was suppose to include some other things that we never asked about, nor did they mention them to us, but we did not care. Breakfast was good every morning, some times u wish that they had the same thing everyday, when u found something u liked...but it was all good. I had never had Jimica before then,now i love it.

Now if you go to explore the island, rent a golf cart, but not from the hotel...you can rent them from the same company that the hotel does without the additional fee, if you can walk two blocks back to the boat dock area. You will save about $25.

make sure u explore the island and all the food! If you rent a golf cart, head out to Villa rilanda (i cant spell) out at the other end of the island. They have great pizza, they have another restraunt downtown, but villa has a better view. If you like lobster, get it here! it is THE place to get it, and cheap. My husband and i got dinner and a bottle of perseco...like chanpange, for $29.

Also if you are a sports fan...hit up Jax..just next door to Priviege. Great food , and great prices, $4 buckets of beer!!!! We ate there one night and our server PEPE was just fantastic. He had a great sence of humor, when we asked for xtra mayo, he chuckled and brought us the whole container of packets. My husband said im going to give him an even better tip. pepe had to leave for the day, and asked us to cash out, we did and my husband gave him a $20 tip. On his way out, Pepe came to our table and said to us, "thank you, god bless you, your genorisity will feed my family for a week." That made my whole trip.

so the hotel was nice, yes the elevators are slow, take the steps, breakfast is okay, i would not do all inclusive. maid staff is wonderful,

Stayed November 2009, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed January 2, 2010

We traveled to Isla Mujeres from Dec 27-Jan 2 with our 2 year old toddler. Overall, the staff was nice, helpful, accommodating even when possible. Be warned however - the pace on the island is very leisurely, so service can be a bit slow.

Rooms were clean, and exactly as portrayed in the photos - marbled floors with a contemporary decor. We like being bare feet, andover time the floors were a bit hard on our feet. If wet (and bathrooms will be), they also become quite slippery - our child fell several times. There were some oddities to note. First, our room had a large bedroom with a spacious living room, a small kitchenette and a verandah. Ideally, this is a great layout, however, the kitchenette had a small two burner electric stove and a stocked mini bar. The problem was there were no utensils, dishes or pots for use. Families may be better served with a microwave. Second, the bedroom was appointed with a very nice flat panel LCD tv and a dvd player, i pod docking along with radio. However, the living room was stark and empty. Again, as a family, it would have been more practical to have the tv in the living room. As noted by other reviewers, the beds were quite firm - "hard as rocks" is how my spouse described it. The bathroom had an odd smell. It appeared that the drain was clogging up from a buildup of hair etc, and the odor was emanating from the clog. Finally, there were several lights out; While we alerted the front desk and housekeeping, nothing ever came of it.

Yudith, our housekeeper, was absolutely fantastic. Knowing that we had a child, she made a special effort to amuse him with creative towel art and even bring him little presents. Alexander, bellman, was also very candid and helpful with us - he is a local islander usefult with children and provided tips. Alvaro and others at the front desk staff were always very nice, even when our child was spirited racing back and forth in the lobby. Richard waitperson took extra time to learn our names and practice his Español. Hugo, at the Cafe Del Mar provided comic relief at various points. Alicia and Eduardo at the spa were exremely nice too.

Speaking of spa staff - the spa services were very reasonable. Do stop in if possible and enjoy.

As for food, we opted for the breakfast only after reading some of the older reviews. The breakfast was ok - some days were better than others - but there are a lot of things to choose from. Drinks were a bit watered down. We did not order too many - and really had the best when we dined off the property. We only had meals from Sabor, via room service - overall, was not anything of note.

In the end, I would stay here again at the right price.

  • Stayed December 2009, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oldwick, NJ
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed December 29, 2009

OK, we were "wound-up" pretty tight upon our arrival after a long trying travel day. I must admit, we were a pain in the rear to the hotel upon checking in. Despite that fact, the staff was so nice and tried so hard to help accommodate us in every way possible. Edgar, the Manager was a terrific. As were the other staff members (Jaime, Alvardo, Miguel, - sorry to leave anyone out). By day two we were in "manana mode" and life was good on the island.
The weather was actually pretty icky (cloudy, cool and a bit of rain) for most of our 5 days there and yet we still really enjoyed our stay at PA. We did not partake in the "all inclusive" and I am happy we did not. I believe it was a $40 p/p charge. There are so many GREAT small restaurants close by that you'll want to try them all. I would have to say that financially not taking the AI was a win also. We did take the breakfast buffet option and that was better than perfect. Omelet station was a great start to each morning and the fresh fruits, juices and coffee were excellent as well. Highly recommend that route.
In addition to the great staff (always hustling and very anxious to serve), the pool area was exactly as shown on the web site; very clean and inviting. Lots of available chairs, nice towels (keep your “towel pass”), and swim up bar. The pool water is not heated and actually cold (remember that throughout this review the weather was a bit chilly - 78-ish for the high, nice, but cool) so very few people in it. Seemed like an adult area, but there were kids there and all seemed harmonious. Rooms that overlook the pool have great views. Rooms with the hot tubs outside have great fun :)
The beach is a bit strange as they have their own beach, but not really. The chairs are for guests only, but beach access is open to everyone. The massages on the beach (not hotel sponsored) looked romantic and were a real bargain; I think (we paid $30 US for (2) 1/2 hour massages side by side). Drinks, if you don’t do the AI are quite expensive. I think it was somewhere around $8 per for mixed drinks. We kept an ample supply in our rooms from the local supermarket. Rooms were very spacious and very clean. Air conditioning worked well also.
OK - as great as PA was, I have a few minor blemishes to point out:
- The bed was hard as a rock. We switched rooms at one point and the next bed was worse.
- Elevators are very slow. It would be annoying, but I used the stairs as justification for another beer. However, if you need an elevator, keep it in mind.
- No ice machines. Ice (hielo) was a rare commodity. You had to take the bucket in you room and go to the bar (if still open) and get some.
- Exercise room was small and sparse with little equipment. Location was very good though; by the pool with glass walls (TV and Music).
Those things were minor in the scope of our trip. I give PA 5 stars and thank them for a wonderful stay. PA is a great value for your money with a splash of elegance.
I will be reviewing the restaurants and things to do in IM later this week.
We rented bikes which I would also recommend (100 pesos p/p per day). The island is relatively small and flat. It's a great way to see all of the other locations on the island and not worry about squeezing your golf cart in somewhere. You can justify the breakfast buffet that way as well.

  • Stayed December 2009, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PrivilegeIslaMujeres, public relations & event manager at Privilege Aluxes, responded to this review, January 3, 2010
On behalf of our team, we would like to thank you for sharing your experience at Privilege Aluxes.
For those of our guests that prefer softer beds we have extra mattresses available together with a pillow menu, both to be ordered by calling front desk. And same way works if guests may need some ice.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed December 23, 2009

My partner and I recently spent five wonderful days at Privilege Aluxes. We are well traveled, and in fact have spent a minimum of a week in the Yucatan each year for the past 18 years, and have stayed at most of the 4 and 5 star resorts along the Riviara Maya. This is the only time I have taken the time to write a review. Our stay at Privilege Aluxes was virtually flawless. The property itself is lovely - small, immaculate, with attentive and courteous service. The rooms are large and the views are great. I can honestly say that from the time we were met at the airport and escorted to the hotel to the time we boarded the plane we never had a bad experience. the food was fantastic (we had the all-inclusive package), the drinks were excellent, the service was always perfect - in short, we were completely satisfied and are already planning our next trip in June. I realize that everyone has his or her own unique experiences, but I cannot recommend this property highly enough for those who enjoy quiet, relaxation, and good service .

  • Stayed December 2009, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Salt Lake City
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed December 21, 2009

We stayed one week with another couple and originally booked two superior rooms. After arriving we asked about upgrading to a presidential suite with two bedrooms - it was awesome!! Staff was all great.....didn't percieve that they expected tips, but were very appreciative. Beach and pool area was perfect.....didn't have a problem finding a chair. We were all inclusive and enjoyed the food very much. Only downside is after a week you are ready for something different - could use more variety. Island is a great relaxing getaway without the craziness of Cancun. Met some great people as well - Thanks Chris & Liz!! Good luck and we hope to talk soon.

  • Stayed December 2009, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Privilege Aluxes

Address: Ave Adolfo Lopez Mateos, Isla Mujeres 77400, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Isla Mujeres
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
#2 Top resorts Hotel in Isla Mujeres
#4 Luxury Hotel in Isla Mujeres
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Privilege Aluxes 4*
Number of rooms: 124
Official Description (provided by the hotel):
Privilege Aluxes: Truly a privileged experience ... more   less 
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Also Known As:
Privilege Aluxes Isla Mujeres
Privilege Aluxes Hotel Isla Mujeres

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