I love reading reviews as they have helped me immensely on choosing locations, etc. so while this may be lengthy it should be informative We stayed at Excellence Playa Mujeres March 10-16. Upon arrival to the resort, we were greeted with cool washcloths and champagne. We always love that touch at resorts.
Check in: We were promptly taken to the Excellence Club Lobby to check in. While many don't feel that upgrading to Excellence Club, Preferred Club or whatever at a resort is worth it, we do. It has always been totally worth it for us. The views, the service (typically) and the extras are all worth it. We also like the quick check in and check out when using the upgraded clubs. Checking in was a breeze. We arrived a few hours ahead of our room being ready so after checking in we headed to lunch at The Grill. We loved the Grill and chose it daily for our lunch. We finished lunch and walked back and our room was ready. Now for details:
Room: We booked a 2 story rooftop terrace suite. We had requested building 9 and were given building 9. The one thing that I will say is that if you are doing a rooftop terrace, you should definitely ask for the higher up. Our building was a bit closer to the front of the resort (no building in front of us...just pools and ocean, which was great) but the building behind us could see our rooftop. We did have a beautiful view of everything. We were in room 9162. Room was beautiful, swans made out of towels on our bed with rose petals, fruits, champagne and a flower was waiting for us as well. The bathroom that so many comment about being not private...well, every resort (other than CSA in Negril) that we have stayed at have the frosted glass door...who cares. It really is private enough. The shower was amazing. Seriously my favorite thing in the room. Rainfall shower head and hand held shower both in there as well as a seat, shelves and window to the room. We used our indoor/outdoor jacuzzi tub on our last night there and wondered why we had waited to do this as it was perfect while sipping on champagne and feeling the air from outside. We had requested a mattress topper (after reading reviews) to be placed on our bed and it was on upon arrival. Since everyone's reviews talk about this I am unsure as to why the resort doesn't just go ahead and add these to all of the beds The bed was very comfortable. It sits high up so be prepared for a little hop up. I loved it. I also loved the reading lights on each side of the bed. You also have a small sectional, TV and DVD player, alarm clock with iPod docking, desk and small walk in closet. Really liked the closet as well even though it was small it was nice being able to close it off. In our fridge we had Budweiser, Bud Light, Corona, Corona Light, juices, pops and waters along with M&Ms, Oreos, Snickers and peanuts. It was always stocked very well with the exception of the first day. We called down and it was taken care of quickly and it stayed stocked well continuously after that. We also had a small coffee pot with several teas as well, bags of chips, full size bottles of liquor. We were able to pick 5 different types of liquors and they brought those to our room. We, unfortunately, only used them once. You don't really need them when you have an abundance throughout the resort. You also have several different sizes of glasses. I will say a negative about this (and we have experienced this before). Our glasses were simply rinsed out by maid service....even after we would put them in the x-box to be picked up. I am unsure why any place allows this....especially after being placed in the box to be taken away. Next time we vacation we will bring our own plastic cups to use. The x-box was nice for when we ordered room service. We had this at Secrets Maroma Beach as well and loved it. I wish that the resort would clear your dishes from the box before the next day though. We would eat dinner at 7 or 8PM and our dishes would still be there when we left for breakfast around 8 or so in the mornings. We had even called a couple of times to let them know that we were done. Our patio was great. A small table and 2 chairs with a daybed. The rooftop terrace was great but I don't know that we would pay extra for it again. There are 2 daybeds and a jacuzzi small pool on the rooftop. It would have been nice to have had a small table and chairs up there as well. It also would be nice if there were an area on the rooftop that was covered so that if you have had too much sun, or if it is raining (which it did one full day...that's when we used our little pool) or you just want general privacy, you could be covered. We asked for our pool to be heated 2 different days and they promptly sent someone to heat it up to a perfect temperature. One day we left our beach towels (intentionally) up there on our daybed and they were removed. We wish that they would have left them as we had planned to use them up there during the week. There are sensors in the bathrooms that will cause your lights to go off while in the shower or in the bathroom at times. If you just open the door a bit they will come right back on. Loved the incense. Maid service was generally good...not great but good.
Food: We ate at Toscana every morning for the breakfast buffet. Breakfast was great. The omelettes are great as well as everything else that we tried. We ate at the Grill daily for lunch. We really enjoyed it. Our favorites were the Grouper and the Fajitas as well as the Tilapia Ceviche for an appetizer. The only day that we were disappointed was our last full day. Our waiter was all over the place and had trouble with our orders. We ordered dessert and when he brought it to us we were brought 2 spoons and 2 small forks which were clearly used by another person. This shouldn't happen...ever. We did stray one day and go to the buffet for lunch. It was ok. We only ate at 1 restaurant for dinner, Lobster House. Great dinner here. We each did grilled lobster and it was great and a great size. The other times we did room service for our dinner. Room service was ok. It was good..not great and we were always told 35 minutes. Each time was 1 hour at very minimum...usually longer. We tried most everything, pizza, pasta, burger, fajitas, chicken. The chicken breast dinner was, by far, the best dinner on the room service menu. My husband liked the pizza. At all of the restaurants and room service the guacamole is fantastic.
Bars: Drinks were ok. We never drink our standard Crown and Coke while at a resort but we did here. The drinks were just ok. We tried strawberry mojitos our last evening there and thought they were great. Wish we would have tried them earlier. I asked for a pomegranate martini (pomatini) in the Excellence Club bar and was told he didn't have stuff to make it. I then asked for a White Russian but was told that he didn't have any cream (there was cream sitting on the bar by the espresso maker)...so not sure what was going on.
Spa: We used the spa twice for 80 minute couples massages. The first one was scheduled late so we didn't get to do the hydro circuit. Our massages that evening were fantastic. We scheduled another for our last night at the resort. We were able to do the hydro circuit this time and we thought it was great. Our massages this time were cut almost 20 minutes short and were not as good as the first massages (I had the same girl as I had requested her) which was disappointing. We didn't say anything since it was our last night but it was frustrating to have paid and not received the full time. The hot stone massage is great.
Concierge: Each building has a concierge available to them from 7AM-11PM. Well, it's a nice touch if they are there but 90% of the time they were not there. When we stayed at SMB our concierge was always available and always went above and beyond. This resort is set up to have concierge on each floor but they don't utilize that.
Pools: We always stayed at the Excellence Pool by our building (9). This was the quiet pool/quiet side, which we loved. It truly was very quiet and you never had trouble finding a seat. The pool was heated on most days and there is also a jacuzzi. We always had a palapa to sit under as well as plenty of towels. We also had a pool concierge. It was hit and miss. One was ok and the other seemed like it was a bother if anyone asked him to do anything. The pools are kept extremely clean. Drink service is harder to get when you are at this pool. We tipped our guy and asked him to bring us back a drink every 20 minutes. It was quite awhile before we would see anyone again and it wasn't him. I will note that at the main pool there was a large group of people who brought their own ipod with speakers to the pool and blared it. This carried on over the restaurants as well as a majority of the resort. The resort should not allow this. Towels were always readily available and everything around the pool was kept very clean.
Beach: The Excellence Beach is great. You can always find a chair and typically a palapa as well. Drink service on this side was great. We didn't get in the water as it was kind of chilly most of the days. The beach was kept clean and the tractor would do the seaweed often.
Check out: Check out was very easy and quick.
Upon leaving resort: We had booked our own private transfers (which we always do). We were waiting for them and usually they are early. At the time they were to pick us up we went to the concierge in the lobby to see if he could please call them and check to see if they would be there soon. After he asked who we were and what room number he proceeded to tell us that the transportation company had called 10 minutes before to say that they were going to be 10 minutes late. Mind you, we had been sitting in the lobby for 20 or 30 minutes and had given our name to 2 or 3 of the bellboys and noted our transportation to them. We asked was he not going to tell us. He said that he had just called the room but didn't get an answer. No kidding?? It then was 15 minutes later so we went and again asked him to call. He said he was going to call down to the bottom and see if they were there. Well our transportation company was there, he said, but for someone else. Within 2 minutes they were there and, in fact, were there actually for us...not someone else.
Other notes: WiFi was great and we loved the fact that we could utilize it anywhere on the resort, even the beach. The resort shuts off patio lights around 10:30PM. We loved that they did this. We generally are pretty good tippers even at all inclusives because we know how the workers are being paid and we do tip at home always and this resort was no exception. I did notice that some of the employees at this resort expected to be tipped or didn't seem gracious about the tip amount at times. It wasn't all workers but more than we would usually see. We didn't feel as if the level of service at EPM was as high as that of Secrets Maroma Beach. I won't fully compare this resort to SMB as we did like it but unless it is substantially less money than SMB when booking in the future we will be picking SMB.
- Official Description (provided by the hotel):
- Luxury adults-only resort nestled among seven swimming pools on a powdery white sand beach, in a community that boasts a spectacular Greg Norman signature golf course. This jewel of Cancun sets a new standard of luxury for all-inclusives with finely tuned amenities such as one-of-a-kind accommodations including two-story rooftop terrace suites with a private Plunge pool, meticulous service, gourmet cuisine, an exquisite spa and the signature Excellence Club. ... more less
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- Also Known As:
- Excellence Playa Mujeres Hotel Playa Mujeres
- Excellence Hotel Playa Mujeres
- Playa Mujeres Excellence Hotel
- Excellence Playa Mujeres Cancun