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Reviews (4,640)
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Reviewed August 10, 2017

The Resort was good , the pools are too hot in my opinion not refreshing, The bell boys and front member concierges are not friendly they do not greet you when you pass by , in Hawaii they where always greeting us.

They best service we got was from the pool boy Pedro Noyola he was on the spot with the shade and towels. He helped alot with moving our stuff from the poolside to the beach Beds , with out waiting around looking for a tip, The bell boys should learn from Pedro.

Room Tip: do not stay in the construction side, avoid the concierge they are just trying to sell sell sell. unplug phone too.
  • Stayed: August 2017, traveled with family
    • Location
    • Sleep Quality
    • Service
Thank jose m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Juan G, Director General at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded November 11, 2017

Dear jose m,

I appreciate the time you took to share your experience with us.

I am very sorry that your recent visit didn’t go as expected. Your feedback is highly important to us. Without hesitation we will take into consideration your comments to improve our service and prevent a recurrence of such an event.

We hope you will give us the opportunity to host you again so that we may serve you with the warmth and hospitality for which we are recognized.

Kind regards,

Juan Carlos Gonzalez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 10, 2017

The beginning of the trip didn't start too well, we booked transportation through the hotel which was supposed to pick us up at 12:30, they didn't arrive until 1:22. They didn't give us any information about the reason for the delay just had us stand outside of the airport in the heat for almost an hour. Check in was relatively easy, we had purchased an all inclusive package for everyone in the family which included all drinks and most of the food and was supposed to include all gratuities. There was no mention of an additional daily $3.50 gratuity that they added to the bill "for the people we don't see" and there was no way to opt out of it. In my opinion if the gratuities are included then they should have those "additional" ones included in the price at one time. We booked a 1 bedroom with a kitchen and dining area which was very nice.The steak house was great, good service, good food. The Japanese restaurant was good however when I happened to look at how they were preparing the food I wished we hadn't eaten there. They didn't wear gloves, they used the same rag they cleaned the counter to clean their knives and wipe their hands. I saw one of the cooks play with his hair and face and go right into making a dish , didn't wash his hands at all.. unfortunately it was after we had already eaten. Zama Mexican restaurant was just ok, the food was kind of bland. Both my son and I had food poisoning the night before we were supposed to leave, I'm thinking it was from the sushi place.. It was a decent hotel however I've stayed at better while in Mexico and will not be returning to this one.

  • Stayed: July 2017, traveled with family
    • Location
    • Cleanliness
    • Service
1  Thank Yvette B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Juan G, Director General at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded November 12, 2017

Dear Calvinsgirls,

Thank you for taking the time to share your comments with us and for trusting us with your vacation.

I am sorry that we did not provide the experience that you and your family expected. It is very important for us to know the areas that we need to improve. You may rest assured that your comments about transportation service will be taken into consideration and we will act in a timely manner to prevent this from happening again.

Please contact me directly when planning to stay with us again so that I may help you with your reservation. It would be an honor to have the opportunity to host you again and show you the improvements we have made.

Kind regards,

Juan Carlos Gonzalez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 10, 2017

The hotel was great! Modern décor with very well maintained, super clean rooms. The daily cleaning staff (twice daily!) were wonderful and had the room cleaned and turned in the evenings every night. Grounds very well maintained and super friendly staff from bell hops, concierge, and main desk. The best part was the entertainment staff who kept us and the kids very active daily! The activities director Jane "Jackson", Jair "JJ", Luis, and Rodrigo were especially fun, accommodating and involved. We especially enjoyed the afternoon beach volleyball that allowed us to meet other great guests of the hotel, the fun water Zumba (those songs will forever stay on my mind with memories!), and the cooking classes. Chef Kumav was super nice and helped us make some Indian cuisine and Chef Oscar Tellez from restaurant Davino--wonderful! We had dinner at Davino's that night after fun cooking class (our last night-Boo!) and we were pleasantly surprised at how fabulous dinner was. The hand made pasta and unique deserts-phenomenal!! Had a fabulous message in a cabana on the beach with a super relaxing steam/sauna after. Wasn't planning on doing this activity but soooo glad we did. It was awesome! Again, every member of the staff was super, super, nice!

Room Tip: Main building in middle probably has best views and take plenty of money to tip everyone for their hard work
  • Stayed: July 2017, traveled with family
    • Value
    • Sleep Quality
    • Service
Thank Linda V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Juan G, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded August 14, 2017

Dear Linda V

On behalf of all of us at Villa del Palmar Cancún Resort & Spa, we want to thank you for the wonderful comments you posted. We are honored and thrilled that we were able to contribute to your well-being and enjoyment of your well-earned vacation.

Your kind words inspire and energize us to strive for better every day. We truly appreciate your recognition and we look forward to welcoming you back to “su casa” Villa del Palmar Cancún Hotel & Spa in the near future.


Sincerely,


Gabriela U. Galicia
Communication Manager
Villa del Palmar Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 10, 2017

We stay only one night it was a short get away from work.

We arrive early on tuesday morning and even though our room was not ready, the front desk provide us a locker to leave some of our important belongings; and right away we star enjoying the facilities and our all inclusive that we purchase extra when we check in.

Our kid loved the swimming pools and we had a fantastic day, I deeply recommend to try the Zama restaurant for lunch, the ceviche and the Tuna Tostadas are fantastic the sea food is super fresh.

The room was really nice, cosy and quite big it resembles a medium size apartment, and the hammock on the balcony was so fun and relaxing.

That evening we went to the Oriental Restaurant for dinner and as I expected they didn't let me down the food was amazing beside my wife is a sushi fan so if she approves it means it was great. Juan Carlos, the Chef gave us a few sushi recommendations, it was delicious!

The next day we leave the room just before noon but we had time to enjoy breakfast and we were allowed to remain in the primacies until our transportation arrived, that gave us a few more hours of pool and drinks fun.

Over all its a fantastic experience and we are definitely coming back for a longer vacation.

  • Stayed: August 2017, traveled with family
    • Rooms
    • Cleanliness
    • Service
Thank Diego V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Juan G, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded August 14, 2017

Dear Diego V

On behalf of all of us at Villa del Palmar Cancún Resort & Spa, we want to thank you for the wonderful comments you posted. We are honored and thrilled that we were able to contribute to your well-being and enjoyment of your well-earned vacation.

Your kind words inspire and energize us to strive for better every day. We truly appreciate your recognition and we look forward to welcoming you back to “su casa” Villa del Palmar Cancún Hotel & Spa in the near future.

Sincerely,


Gabriela U. Galicia
Communication Manager
Villa del Palmar Resort & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed August 9, 2017

This was our second visit to this family of properties; our family of four spent a week last summer at Garza Blanca in Puerto Vallarta and decided to try Villa del Palmar in Cancun since it's a little closer to home. The biggest factor for us was the value for money when comparing the space that the 2 bedroom suite gives our family (daughters age 8 and 3) compared to any other high end all inclusive. The accommodations are truly first rate.

The food was very good- although maybe not as good as we had at Garza Blanca. The only disappointments we had with meals were when we ordered steak; everything else was excellent. Everyone complains about having to sign the checks, but it's really not a big deal and for us, it serves as a good reminder of why we do the all inclusive. If you don't, the food and drinks can add up quickly. While all of the service was fantastic, our favorite server (and restaurant) was Alex at Davino. After dinner one night at Davino, Julio made the whole trip for our two kids by making them balloon animals!

Pools are plentiful and it's not hard to get chairs and umbrellas. Poolside service is easy and frequent. Othiko the porter and Enrique, the pool side server were our favorites and always made us feel welcome. We preferred the "bridge pool" as it was fun for the kids and had the coolest temperature water. The other pools were almost too hot to be in.

As others have said, if you are looking for a quiet trip to Cancun or a family friendly vacation, this is a great spot. We went to Isla Mujeres to get off the property for one day. You can take a really inexpensive bus ride from right outside the property to the "fast ferry", UltraMar. The ferry is $15 per person, round trip and leaves every half hour. We went to sit at the bus stop and ended up negotiating with a taxi driver who pulled up to take us to the ferry for $6. The trip back was supposed to be $20 but again, we were able to negotiate it down to $10. Bring a couple of towels and cash to Isla Mujeres. Plan to rent a golf cart for the day for $42. The beaches at Isla Mujeres are what you expect to see when you are in Cancun. The one at the hotel isn't as bad as people have reviewed but it's not great.

I recommend using the tiki hut near the beach to book excursions and the spa. The travel agent at the front of the hotel wasn't nearly as helpful. I booked a beachside massage with Luis that was heavenly. And my daughter and I went parasailing and we were happy to find that not only could we book it right there, we didn't even have to leave the hotel for the excursion. Parasail Cancun sent a boat to pick us up right on the beach and they took us to the bigger parasailing boat which gave us a wonderful 15-minute ride in the air, right back to Villa del Palmar. My only complaint was that I paid an extra $50 for some very average and blurry pictures.

Finally, we booked an appointment for some family photos to be taken by Jose Can (also at the tiki hut on the beach). He was really nice, very flexible and patient with my kids and the photos turned out great!

We didn't use the kids club, so I can't comment on that and once we politely declined the timeshare tour, we weren't bothered about it again. Wifi here is a racket ($10 per day per device)- we ended up using our AT&T plan and got decent but not great coverage throughout the resort. Cancun as a whole we found to be much more touristy with aggressive "peddlers" than Puerto Vallarta but that's not related to the resort.

Overall, I highly recommend Villa del Palmar, the resort is very nice and the employees were friendly and polite. We will certainly be back.

Room Tip: Building two was quiet but further from the beach, with more pool views than anything.
  • Stayed: August 2017, traveled with family
    • Value
    • Sleep Quality
    • Service
1  Thank kb1601
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Juan G, Director de Relaciones Públicas at Villa del Palmar Cancun Beach Resort & Spa, responded to this reviewResponded August 14, 2017

Dear kb1601

On behalf of all of us at Villa del Palmar Cancún Resort & Spa, we want to thank you for the wonderful comments you posted. We are honored and thrilled that we were able to contribute to your well-being and enjoyment of your well-earned vacation.

Your kind words inspire and energize us to strive for better every day. We truly appreciate your recognition and we look forward to welcoming you back to “su casa” Villa del Palmar Cancún Hotel & Spa in the near future.

Sincerely,


Gabriela U. Galicia
Communication Manager
Villa del Palmar Resort & Spa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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