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“Xmas Vacation”

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Villa del Palmar Cancun Beach Resort & Spa
Ranked #5 of 6 Hotels in Playa Mujeres
Certificate of Excellence
Toronto, Canada
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Xmas Vacation”
Reviewed January 6, 2012

This resort is gorgeous! The staff can do with more training and this resort was understaffed during the time we stayed which was Dec 23 to Dec 30th. Big disappoint, no gala dinner, hope they have it fixed for this year. The beach is not great for swimming, vegetation everywhere, but great for relaxing or sunbathing, you got service there, hammocks, bar and it was very clean. The pools and hot tubs excellent. Concierge available all day, even though some of the info given to us about restaurants were not accurate, we also got bumped from dinner reservation which was very embarassing. La Casono buffet sucked on a regular basis, the other restaurants are fine and food was tasty can do with more variety though. They also had a bill signing for every order for all inclusive which was time consuming and a bit annoying too. Staff was generally friendly and helpful, lobby bar and barman Andres was awesome. Ddid not try the spa services but it is beautiful area. Shuttle is available to the town, hotel zone etc, we spent a day had fun, we took the ultramar to Isla Mujeres, now if u wish to snorkel or spend a full day, get there before 11am u get the golf cart at a flat rate of $500 pesos if not you pay $180.00 an hr. It takes an hour to drive the entire island, we ate local and it was fabulous seafood. Overall we an an awesome time, I would definitely recommend this hotel in the hope that management has ironed out the few kinks I mentioned.

  • Stayed December 2011, traveled with family
    • Value
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    • Sleep Quality
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Helpful?
2 Thank Shakira S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Maple Ridge BC
Level 3 Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed January 5, 2012

This was our Christmas vacation from Dec 17-27. We had a long day of travel and arrived late at the hotel, upon entering our 1 bedroom suite, I was giddy with the beauty of our suite. What a lovely suite, and very convient to have laundry and a full kitchen, although with the all-inclusive package we only really used the fridge and microwave. The master bedroom with king sized bed and soaker tub was a real treat, and our family enjoyed the deck with it's beautiful views and relaxing and comfy hammock. The first week we were vacationing the resort was probably at 20-40% full. So we really enjoyed and took advantage of all the facilities. We had incredible service from the staff, on the beach, by the pool, in the restaurants and so forth. We especially enjoyed our time spent at the Tiki Bar with Ivan the bartender, who made us special drink and chatted with us. Glad he had a couple days off with his family at the end of our trip, but missed saying goodbye to him. Anyhow we booked an early tour one morning and ordered room service the night before to come for 6am, and at 6am on the dot it arrived. Really wonderful service! We took the car ferry to Isla Mujeres and had a wonderful time, rented a golf cart and toured around the island, which was a blast, so much fun, found Playa Norte with it's wonderful beach, you can walk out forever and enjoy a nice swim. We went to the little turtle sanctuary which was basically just looking at pools and such of different turtles, but we still enjoyed it. Then we finished up by having dinner on the beach as the sun was setting. Took the ferry home and was all and all a great night. As far as entertainment at the hotel, we enjoyed the casino night, the fire show and hanging out at the tiki bar. We were dissapointed that they did not do a Karoke night as per the schedule, however I guess something happened to the equipment that night. All in all we just had a great time, we met lots of other travellers and had a few families that we spent time with along the way. After the 24th, things got really busy, and I don't think they were prepared for it. However I'm sure they have figured it out by now, and even opened another restaurant to accomodate the extra guest as well as an outdoor grill. A few growing pains but this is a new resort and not totally unexpected, and let's face it the prices are lower than other Cancun properties because they are still new and facing some challenges, all in all they managed to sort it out in a few short days, and looked like they were bringing on more staff daily to handle the demands. So hopefully guest can remember they paid a great price and try to be gracious when the bumps come. The staff were working very hard and trying to keep up, and like I said by the last night we were there they seem to have worked it out. All in all I would come back for sure, not between Christmas and the first couple weeks of January, but any other time, you bet! We loved it, had a great time, and am grateful for such a wonderful family vacation. Lovely resort, beautiful rooms, and great staff. Can't really ask for anything more.

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank asacMapleRidgeBC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cornelius, North Carolina
Level 4 Contributor
31 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed January 5, 2012

We stayed here 12/26/11 - 12/31/11. As noted in most reviews the property is beautiful and the staff really tries to provide excellent service; however, when you can't get a beer or a Mojito at the Swing Bar nor a hamburger or a pizza at the lunch Snack Bar the experience cannot be improved with just a server's apology. The management needs to be more hands-on and more visible throughout the property to address/correct issues.

Our room was a one bedroom suite that was as nice an any we've had in Mexico. The ocean view to Isla Mujeres was beautiful. Once again, there was an issue with snacks, water, soft drinks and beer being stocked in the refrigerator. It took two days and multiple calls before it was stocked.

We found the beach to be perfect for relaxing all day with excellent drink service from Oscar. Remember to plant your towels on the chaises early.

Zama was our favorite bar/restaurant. We ate lunch a number of times at the bar due to the Snack Bar having the aforementioned inventory issues. Jose and Arturo provided excellent bartending services and Andres was super as well. Zama seemed to understand its limitations and did not overbook for dinners though the night we ate there our 'reservations' were no longer on the sheet. We were able to be seated after a 20-30 minute wait which we didn't mind at all.

La Casona was ok for breakfast but mediocre for the lunch buffet and dinner other than our last night when we ordered the upcharged lobster. It was excellent.

Davino's, the Italian restaurant, opened the week we were there. Surprisingly we found the Italian buffet to be acceptable. It wasn't fine dining but it wasn't mediocre either. The chef was on the floor constantly looking over the buffet and bringing fresh food. The salad bar provided the best salad of the week.

We had two massages each at the newly-opened Spa. The service was excellent with Mitzi at the front desk extremely pleasant and fun. Wilson provided excellent towel and jacuzzi services both before and after our massages. My 80-minute Shiatsu massage was great.

From an administrative standpoint I don't understand the need to sign a tab for drinks and for every meal at a wrist-banded all-inclusive. I don't understand why Wi-Fi costs $10 per day. I don't understand the difficulty in making restaurant reservations.

In summary, I would stay at Villa del Palmar in the future but only after the TripAdvisor reviews show a great improvement in the food.

Room Tip: We stayed on the fifth floor of the building that houses the Main Lobby. Though it was the furthest...
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank LKN-Roamers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Central Jersey
Level 4 Contributor
24 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed January 4, 2012

My family spent our Winter Break at VDP and we were not disappointed.

We stayed in an oversized 3 bedroom suit with a wrap around balcony that had an amazing ocean view. I spent many an afternoon sipping a cold beer laying in one the hammocks on my balcony. The room had a full kitchen with high end appliances. They had two fully stocked mini bars that we included in the package. My kids happy dinned on Snicker bars and diet Cokes every time we weren’t looking. Believe it or not the all inclusive even included room service. We ate breakfast every morning on our balcony watching the sun rise over the Caribbean Sea.

And because we had the all inclusive plan we did bother with any the buffets. The resorts sit down restaurant was awesome. My 7 year old daughter loved the chicken satay and My 5 year old son dinned on perfectly cook steak each night. While my wife and I happily ate fresh local fish. They had local musicians playing each night while we eat it was quite romantic.

The pools and beach were out of control. One was nicer than the next. They had this amazing infinity pool that dropped into the ocean it was something out of a movie set. And at no additional cost we reserved cabanas on the beach each day and just relaxed.

When we checked in to the resort they did ask us if we wanted to tour the property. We were told that if we took the tour that we would get a vip card that would give us large discount on excursions. We politely let them know that we were not interested and we never asked again. We were never pressured into sitting through a time share presentation.

If you read the other review I think that see that not everyone that stayed at this resort was 100% satisfied.

And this is my response to their reviews. This resort is well underpriced compared to any other propriety in Cancun. You’re literally paying a fraction of the cost of another comparable resort in the hotel zone … remember that these are more like condos than hotel rooms …in fact the room was much nicer than any home that I lived in until I turned 30. We gladly traded some small service issues for a higher end property. Even the people that rated give a low over all rating still gave the property and rooms five stars.

We gladly traded some small service issues for a higher end property.


We have already booked again for next winter break.

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank FamilyGuy150
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed January 3, 2012

In General :Top notch finishes and clean, luxury-like accommodations, BUT beware of "staff in training" especially at restaurants and some front desk personnel. Since we had read up beforehand, and since we have been to various other "All-inclusives" in Mexico, we were not that taken aback (others certainly were "not happy" especially first time "All inclusive" rookies) and we and others found ways around some of the food/restaurant challenges.

Specifics: Zama is the superior restaurant, both in terms of food and service. La Casona is where the "novice staff" try to not create a comedic performance of frustrating errors, with some few exceptions. Davino is the Italian restaurant that is in between the two and can be hit or miss.

Pools/hot tubs: beautiful and well maintained.

Concierges: hit and miss, lots of rookies struggling to learn the ropes w/very few exceptions.

Beach: small, clean but not much to write home about.

Bartenders/pool side staff: roll the dice and you might get lucky w/some few exceptional staffers, more likely not.

Isle Mujerles" Definitely worth the trip to get off the resort and mix it up to see local culture.

Entertainment/night life: On our 4 day/night trip, had one enjoyable fire/walker/dance performance that was unique and unexpectedly entertaining. The New Years Eve party was vanilla and despite the staff all day preparations and efforts and fireworks and music, was very mediocre. That was it. If you want active nightlife, go elsewhere.

Overall: This resort is like an unpredictable toddler - at times it is great fun and enjoyable, at other times it can be maddening if you expect top notch service/food. If the "toddler" is properly trained and matures,and if the staff improves and the food improves, it could become a very good, though quieter place to unwind.

Tips: If concierge at check in states - "sorry, there is no room for a reservation at a particular restaurant, do not necessarily believe it - best to go to restaurant, find the REAL person in charge and get in (as we did at Davino) - OR just be bold and seat yourself as we saw others do w/success as La Casona (not as easy to pull off at Zama). Both Augustyn and Jose at Zama were exceptional staffers.

Room Tip: If you have more than 3 in your group - Get the 2 BR suite - you will be happy you did.
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  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank J S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Public Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Los Angeles, California
2 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed January 3, 2012

I stayed at this resort for five days and then returned for another seven days (after moving to two other resorts that were awful) and have mixed reviews but think it has a lot of potential.

The pros - The resort is amazing, the rooms are clean and nicely appointed, the pools and hot tubs are awesome (there are 3-4 different hot tubs on property), the spa is simple but great and the beach area is very nice. I cannot say enough about the staff. Staying so long, we really got to know them and Oscar, Juan and Luis (pool servers), Andres and Elbert (bartenders) and the activity staff - Derika, Marco Chebo, Maurico, Marco and Rodrigo - are all absolutely AMAZING. We would ask Oscar each day where he would be located the next day just so we could be in his area. Even when it got really busy, he understands service and did a wonderful job. The activity staff is great...they do a wonderful job of keeping the guests entertained with various activities (water polo, water aerobics, beach volleyball, american and european football, bingo, salsa lessons, beach parties, etc.) And I'm not sure how they have the energy but they also arrange excursions at night into the city for the clubs. Although it may be expensive ($50-$60 pp), it's a lot of fun and they have everything planned (transportation, entry, table service, etc.). We did this several times and it was worth it.

The cons - as other posters have mentioned, the restaurants and some of the service in these areas have a LOT of room for improvement. When I was there for the first five days, it was before the holiday rush and I had absolutely no complaints; this review would have had 5 stars. Antonio at Zama was amazing and a lot of fun and the food was great. The crab salad started out incredible with a ton of crab and I would order it every night. When I returned a couple of days later and closer to Christmas, there was definitely a decline in the quality of food and the service. I couldn't even find the crab in the crab salad! We had a particularly bad experience on Christmas day with one of the restaurants where several of the reservations were "lost" and the staff couldn't keep up with the amount of people in the restaurant. Although it seemed pretty manageable to me (about 6-8 tables, couple of two-tops, no party larger than 6), it was taking 20-25 minutes for each course to come out and it was a fixed menu! It got a little testy with some of the guests and employees, basically because none of the staff seemed to understand how to communicate or diffuse the situation - they just ignored everyone and disappeared which doesn't make for happy patrons. Thankfully for us, we made friends all week long so we were able to get our food and drinks in an expedited timeframe thanks to Elbert and Maurico. Doesn't hurt to be friendly. They also opened a new restaurant on Christmas day which I think may have been a stretch for this new hotel. Perhaps opening during a slower timeframe would have allowed them time to work out the kinks so that service wasn't affected at the entire resort. You could tell they tried to fix some of the issues as it was obvious there was more staff at the pool and restaurants after Christmas but it may have been a little too late. The food quality also declined. The breakfast buffet was great in the beginning but toward the end I started to skip breakfast entirely. We basically lived on ceviche and quesadillas as the quality of those items didn't decline but I can't say the same for some of the other food offerings. I never went to the "snack bar" as the lines were crazy and for whatever reason, all the food was made to order which took forever. Also, this resort is off the beaten path so if you're looking for a partying spot, a location in the hotel zone may be more your speed.

Overall, I think this resort has a lot of potential and I would return but I would give it some time and wait for them to work out the issues. The property and the staff are worth it and after horrible experiences at other resorts in the area, the food issues were relatively minor (in my opinion probably because of the other resorts) to an otherwise fantastic vacation.

Room Tip: Not a room tip but room service had better food than the restaurants. It may take a while to get it...
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  • Stayed December 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Dana M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte, North Carolina
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed January 1, 2012

Resort grounds was beautiful and the rooms are gorgeous.. The food was horrible!!! Three Restaurants are open, two are buffets, and they said the Italian restaurant was al carte, but it is also a buffet. The desserts were gross, and the breakfast buffet does not look anything like the pictures online. The oatmeal looked like soup, and they served rice and beans for breakfast. We ended up eating toast every morning because we could not stomach the food. The service most of the time was awful.. Only a few servers and bell man were great!! Getting a cold beer or a clean cup was a nightmare. They only have Corona or Modello, no other beer is served at the bars. This resort could be awesome if they could just get it together. It needs new management, and better food.. I wouldn’t go back if they gave me a free week.

  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank Krystal B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Administration, Guest Relations Manager at Villa del Palmar Cancun Beach Resort & Spa, responded to this review, July 22, 2016
Dear Guest,

Thank you so much for having take the time to write a review on our property. We have implemented a response system where each of the comments will be answered within 48 hours.

We are also providing a special phone number and direct access to our General Manager 24/7 for any guest satisfaction issue. Additionally, we have created a guest relations desk in the lobby of our hotel to attend any issues and transform experiences from negative to positives.

We pledge our commitment to your total satisfaction.

Thank you and warm regards,

Gabriela Uribe
Communications Manager
Villa del Palmar Cancun
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Villa del Palmar Cancun Beach Resort & Spa

Property: Villa del Palmar Cancun Beach Resort & Spa
Address: Carr Punta Sam Km 5.2 | Manzana 9 Lote 3 SM 2, Zona Continental de Isla Mujeres, Playa Mujeres 77400, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Playa Mujeres
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Top resorts Hotel in Playa Mujeres
#5 Luxury Hotel in Playa Mujeres
#5 On the Beach Hotel in Playa Mujeres
#5 Spa Hotel in Playa Mujeres
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Villa del Palmar Cancun Beach Resort & Spa 4.5*
Number of rooms: 415
Official Description (provided by the hotel):
This beachfront luxury resort is located in the pristine beaches of Playa Mujeres, about 25 minutes north hotel zone and 35 minutes from Cancun International Airport. The new Villa del Palmar Cancun offers a range of possibilities for fun and relaxation that will make your holiday truly unforgettable. The complex offers amazing 5-star service, extravagant amenities and plenty of activities to keep your adventurous side entertained. ... more   less 
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Also Known As:
Villa Del Palmar Cancun Hotel Playa Mujeres

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