We stayed 14 nights in April in 8b EC swim-up. We were married at ERC last year and planned to spend our 1st anniversary at EPM since it was so highly recommended. We emailed weeks in advance to request the anniversary package with the date and time we wanted our dinner on the beach like we did last year at ERC.
To begin on a positive note, the resort is gorgeous and meticulously kept. We stayed in 8b which we requested via email weeks before our arrival. Very happy with the location. We paid for the EC Club upgrade and felt it was well worth the extra attention and amenities. The ocean was warm and clean, never a problem with seaweed. The beach parties were beautifully decorated and a lot of fun. The Mexican Fiesta night was stunning. Hardly ever a wait for dinner. Breakfast and lunch buffet was fantastic, so many choices. Room service was on time and food was hot. Thought the food at most restaurants were terrific and the service was attentive. No problem finding loungers by the EC pool or EC beach. The staff everywhere within the resort were always smiling and friendly. My husband golfed a few days and loved it, though he had to call the club from the lobby on two occasions because he was left waiting to be picked up even though he pre-arranged a pick up time. Took the ferry to Isla Mujeres and rented a golf cart, had a wonderful lunch. It was alot of fun and the views were breathtaking. The weather was perfect, 85-95 degrees every day, no rain. The rooms were beautiful though don't understand what they were thinking when designing the bathroom area. Our request of a mattress topper and extra pillows were in place upon arrival. Housekeeping was always immaculate. A one time request through EC concierge that coffee and juice be delivered at 6am every morning and placed in our "box" for our 14 night stay worked out perfectly. We loved the bed on the patio, nice touch. EC pool concierge (Maria?) went above and beyond to make our stay confortable. Manual and Mariana(?) at the EC beach were fantastic.
We were disapppointed that we never heard from Vilma to confirm our weeks in advance email requests for our anniversary dinner on the beach. Left three messages in the main lobby after we arrived but never had a response. Brought this problem to EC concierge, they said they all work together and would take care of it. Was then told 9:15pm was the only time available even though I emailed in advance our request for the date and time we wanted. I even sent them copies of all the emails sent before we arrived so they'd know I prearranged our dinner. Because 9:15pm was too late a time for us, EC suggested Chez Isabelle and two hours before dinner were told we'd be charged $100 for the wine. We said no thanks and we'd just go to another restaurant, no big deal, but they insisted we go anyway and would waive the fee. We felt at odds with this but went anyway and it was fantastic, but it wasn't our dinner on the beach. Went to the spa a couple of times and it was wonderful.
A tray of drinks were spilled on my husband and they were all apologies. No problem for us because these things happen. After three days I asked EC concierge if anyone was going to come and pick-up the clothes and have them cleaned. Two people were immediately sent to our room and we were told it would be complimentary (well, of course), though upon checkout they tried to charge us for this.
The day AFTER our anniversay a banner was placed on our door, even though we asked for it sooner.
A few days before we left our TV broke and was replaced within hours but noticed our Iphone charger in the wall mysteriously "disappeared".
Dined at the Tapas bar and before the first course we found a substantial piece of broken glass on our plate (the size of a quarter), presumably from an accident that occured when setting up. They were all apologies but still, it could've been a major issue had we swallowed glass.
Turn down service was not every evening, but when we did have it we were delighted with the towel art and the yummy desserts. VERY loud music could be heard coming from The Beloved some afternoons/evenings at the pool. Bar service at EC beach was slow some days due to lack of staff, though Manual and Julian were absolutely terrific. Mini-bar was not refilled daily. Never saw Virginia even though we were told she sought out repeat guests. Didn't feel as special as we did at ERC.
We couldn't watch the masters on the tv in the lobby, they didn't have the channel. Husband was beside himself, though concierge did sent an ipad on the last day for him to watch it from the pool. Nice touch and greatly appreciated.
A special thanks to Juan at Agave, Jorge at Chez Isabelle, Ivan at Tapas, Santos at the Toscana Buffet, Jamie, Adan, and Julian at the EC pool bar, and Caesar at Cafe Cafe. All the EC Concierge staff at the pool and club worked very hard and were extremely pleasant which made our stay wonderful.
All in all we had a fantastic time. I would love to go back to this resort but....not sure. I wonder if I'll hear from Excellence about some of the issues in this review.
- 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