I just returned from my eighth trip to Aventura Spa Palace / Cove Palace. I brought three girl friends and we stayed in the Presidential Suite on the Spa side. I love, love, love ASP/ACP. The people are friendly, the lagoons are great for snorkeling, and the service is usually exceptional. I must say I was a bit disappointed this year with the service, though. I have to come to expect phenomenal service from Palace Resorts, and although it was probably still better than anywhere else, this year it was not up to the usual Palace standard. No one thing that occurred was egregious or even a big deal, but there were so many small things that it started to mount up. For instance: 1. We did not get turn down service the first two nights. I had to go down and request it. After that no problem; 2. Our mini bars, coffee and tea stations were not restocked for several days. We had to leave notes to ask them to refill; 3. The Presidential Suite has a pillow menu. A couple of the girls requested pillows from it. The staff called to see if we received them. We informed them we didn't. No pillows came that day. Next day, the girls tried again. When the desk called to confirm our receipt, we again told them we still had not received them. They came shortly thereafter; 4. We killed a cockroach in the foyer and placed a tissue over it. Cleaning staff removed the tissue and left the cockroach there; 5. Cleaning staff obviously removed trash from the bin for some reason and forgot to remove it from the room. A small pile of tissues, etc. was on the shelf over my friend's bed. 6. One of the girls found a used tissue in her robe at the spa - which means it obviously was not washed before it came to her. 7. They would only leave a chocolate on one of the beds at night so the other person in the other bed missed out. Started some fights! haha 8. The service in the restaurants was not as attentive as in previous years - over eight days only one person offered to carry a plate back from the buffet. Usually you can't walk back fast enough before someone offers. We had to flag people down to get tea and drinks refilled at breakfast. So, as I said. Nothing even close to a major problem, but Palace sets such a high standard that it is noticeable when they don't hit it.
We did receive exceptional service (i.e. typical "Palace service"!) from several individuals. Notably: 1. Miriam at the Spa Office. She scheduled our appointments, and made the whole process very fun. We went to the Spa Office as soon as we got off the van from the airport, so we were in a celebratory mood. Champagne was freely flowing, and Miriam was a wonderful sport. She got all of our appointments arranged for the same times, and did it all with a big smile. Really great. 2. Lucy Montejo (sp?), waitress at the Spa Lobby Bar. She was really great! Offered to carry a round of drinks to our table in the lobby plaza while the other girls were looking at jewelry. She helped us on several days and was always very friendly and great fun. 3. Roberto Canapa on the Cove side. He was incredibly attentive, and was the only person who offered to carry my plate back from the buffet. He offered us a special juice at Mundaca that we loved, and made us feel very special each time we came in. 4. Elvira in the hydrotherapy room. She took us around the circuit, was extremely attentive and a lot of fun. 5. Jac (Joaquin) on the entertainment staff on the Cove side. He is always very friendly and always knows what is happening. 6. Miguel Angel Rivera Torres (may have mixed up the order) was our server at the Chef Dinner. My friend has a gluten allergy and he took special care to make sure she got non-gluten items. She said it was the best meal she had to that point, and was so delighted with how well he took care of her.
On that point, ASP and ACP deserve kudos, too. My friend was extremely concerned about how she would manage her gluten allergy. When we arrived, we told Member Services and they gave her a letter written in Spanish explaining her special needs for her to present to the servers at the restaurants. On several occasions the chef came over personally to make sure my friend was properly accommodated. By the end of the trip, they had her selections ready and delivered to her at the table before she even asked. She was really thrilled.
Thanks ASP and ACP for another wonderful week. I hope the little hiccups we experienced are cured when the transition to Hard Rock fully occurs. Please do not tamper with the Cove lagoon because I live to snorkel in there. In my opinion, it is the standout feature (along with the incredible spa) of the whole resort. I will be back next year to see! :)
- Official Description (provided by the hotel):
- A blend of relaxation and adventure awaits you at this adults only retreat. Set in the Riviera Maya overlooking the aquamarine Caribbean Sea, enjoy 1,266 luxurious accommodations with double Jacuzzi, balcony (most with hammock), and 24 hr. room service. Among the facilities to highlight is the state-of-the-art spa offering a perfect day of pampering. Guests can also enjoy seven restaurants, several bars, a disco, outdoor/indoor pools, and unlimited tours as part of the all-inclusive package. ... more less
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- Also Known As:
- Aventura Hotel Palace
- Aventura Hotel Puerto Aventuras
- Mayan Riviera Palace
- Adventure Spa Palace
- Hotel Mayan Palace
- Adventura Spa Palace
- Aventura Palace Spa
- Aventura Spa Palace Riviera Maya
- Aventura Spa Palace Resort
- Aventura Spa Palace Mexico