We had received wonderful advice from TA reviews and forums, and were really looking forward to our trip months prior. This resort truly is a first class place to stay. As most people have mentioned it is the people who work here that truly make your stay extra special.
We had a few hiccups during our trip, one big one began on our very first day. While it was the front desks error, the guest service manager Mariana , did try to make good on the error made. We travelled with another couple, and while we arrived at the same time, our room was ready shortly after lunch, and there’s was not. For some reason, the concierge brought their bags along with ours to our room. While hubby and I certainly did not mind, it was a little unusual to say the least. It did give our friends the opportunity to freshen up and obtain their bags while waiting for the room adjacent to ours. They were told they were just waiting for the room to be made up. A few hours later their beeper went off, and they were then ready to get their room key. While going into their room they were astonished to discover that someone else was occupying the same room! They did not want to enter after seeing that there were bags and personal items in the room. While returning to the front desk with my friend to mention this error made, we met a newlywed couple who after returning to their room from the pool, they could not enter as their room key would not work. You guessed it, they were the couple occupying the adjacent room! They had just checked into this room about an hour prior. I have never ever experienced anything like this before at a hotel or a resort, and for the life of me, I still cannot figure out how such an error could be made. There were six people inconvenienced by this error, and to be honest, I was a bit worried after only being here a few hours.
We all told ourselves, we can’t let this be a damper on our experience, and after reading the reviews about the truly excellent service they provide, I was hoping they would make good on this error. I am not sure what the newlywed couple received, but the four of us were given a very special meal at Chez Isabelle in the wine cellar a few nights later. Again they do try their best to please you and make your stay, “Excellent”.
The gems of this resort are certainly the people who work here, and right away I want to thank a few people who even after a few months returning to our regular routine, have their faces etched in my mind for all that they did for us. At breakfast and lunch we were greeted by Ramon. Our first visit to Agave, we had a great server by the name of Ricardo who graced us with his display of Mexican coffee – the best coffee at this resort! Another Ricardo, who is part of the entertainment crew was also an influence in getting my hubby up for beach and pool volleyball as well as a bike trip to Puerto Morelos. One of our favourite pool and beach servers was Leydi who was so pleasant and went above and beyond to do what she could for us. Whether it was drinks, food, or just her beautiful smile, she was very efficient and friendly any time of the day.
I don’t want to get into what most have posted about the rooms, the grounds, the entertainment or the restaurants. You really have to see for yourself to judge. I find a lot of these things in this price range are usually top notch, and rarely are negative. What I do want to do instead is pass along a few tips that perhaps haven’t been mentioned recently if at all.
The Room – While there is a dock for your Ipod which plays music, it will not charge your Ipod, so remember your charger. Another item to mention regarding charging anything, we noticed there are motion sensors in some areas around the room for the lighting. I haven’t seen this before, so just beware if you are charging anything by the washroom sink, the wall outlet seemed to turn off when there was no motion in the room. The safe is a good size as well, and will hold a laptop and a good size DSLR camera. Just a shame there isn’t a way to charge items inside the safe. Yes, the bed is very firm, but order a foam topper and it certainly does improve your sleep. I found the throw pillows on the couch to be firmer than those provided and used those with a pillowcase instead.
Lobby - The business centre does have a good assortment of computers. Most seemed to have Skype installed on them, but they did not have a camera, so keep that in mind. Another great little tip is the coffee machine in the business centre did provide better coffee than those in the restaurants. (other than Agave’s Mexican coffee!) The machine broke down half way through our week which was a disappointment. Another great little area to sit and have a drink is the outdoor area beside the ballroom, yes ballroom behind the front desk. We came up here one day while it was raining to watch the rain on the beach.
Bars – Many to choose from and all very unique. Our favourite was the Martini bar, and as previously mentioned, those lemon drop martinis are fantastic! I even ordered an espresso martini to take to the pool after lunch which was a treat – martinis by the pool! One little hidden gem which I want to pass along is a spot where the best margaritas were made. That is at the bar in the Agave restaurant. Samuel (Sammy) makes margaritas to die for, and there is even a menu right at the bar. Just take note of the hours of this bar. They aren’t open too late at night.
Entertainment – We didn’t catch all of the shows, as we were eating late a few nights. I liked the popcorn machine on the bar there to help yourself while watching the shows. Very good idea, which would be nice if they perhaps added to that by placing a few bowls of pretzels or chips out as well. The quality of the entertainment was very good, but the Mexican Heritage show certainly could have used a bit of narration to it.
Music – I loved the varying types of music that were presented. Whether it was a harpist or pianist at breakfast, a jazzy sax player in the Martini bar, or afternoon reggae by the pool, the music and the type of music seemed to suit the venue it was being performed. Kudos to the many musicians who perform!
As you can tell, the overall experience we had far exceeded the big hiccup (and little hiccups) we had while we were there. Would we return? Perhaps. We may try another Excellence property next time though as this was our first experience with Excellence. We would certainly recommend ERC for anyone who wants to relax, be pampered and spend some special down time with their partner.
- Official Description (provided by the hotel):
- This all-suite, all-adult Resort is set along Mexico's renowned Mayan Riviera, between Playa del Carmen and Cancun, on an immaculate white sand beach. Six meandering pools wind through their grounds. You have unlimited access to eight international restaurants and ten bars, plus such amenities as an expansive swim-in spa, a full-scale fitness and cardio-conditioning center and an unparalleled range of activities on land and sea. ... more less
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- Also Known As:
- Excellence Riviera Maya
- Excellence Riviera Cancun Hotel
- Excellence Riviera Cancun Puerto Morelos
- Excellence Cancun
- Secrets Excellence Riviera Cancun
- Cancun Excellence Riviera
- Excellence Resort Cancun
- Excellence Riviera Cancun Riviera Maya, Mexico - Puerto Morelos