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Reviews of Princess Family Club Riviera - All Inclusive

4.5 out of 5
Princess Family Club Riviera - All Inclusive
Prolongación 5ta Avenida Mza 20 Lote 06, Playa del Carmen, QROO

Reviews

8.0

Very good

Rating 10 - Excellent. 258 out of 619 reviews" "
Rating 8 - Good. 188 out of 619 reviews" "
Rating 6 - Okay. 98 out of 619 reviews" "
Rating 4 - Poor. 44 out of 619 reviews" "
Rating 2 - Terrible. 31 out of 619 reviews" "

8.6/10

Cleanliness

8.2/10

Staff & service

8.2/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Ali, Edmonton

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Betsa on 22 Apr 2024
Dear AliThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

10/10 Excellent

Franca M

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service, family friendly
Stayed 6 nights in Apr 2024
Response from Betsa on 22 Apr 2024
Dear FrancaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

2/10 Terrible

Antonella

Travelled with family, Travelled with family and small children
Disliked: Staff & service, amenities
one of the worst hotels I ever been to ! our room caught an electrical fire . they did nothing to accommodate us . room service is not included . they want you to pay extra for everything . property is to big and not enough ways of transportation . dinning is limited and you have to make a reservation weeks in advance
Stayed 4 nights in Apr 2024
Response from Betsa on 22 Apr 2024
Dear AntonellaThank you for taking the time to write your opinion. We are sorry that your stay with us was not completely satisfactory. We will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards

10/10 Excellent

Jazmine

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My husband and I love this resort as it’s got many pools to choose from and lots of fun things going on. The shows are great and the food is good! We brought our kids this year and they had a great time. Definitely would go back!
Stayed 10 nights in Apr 2024
Response from Dani Santizo on 18 Apr 2024
Hello dear Jazmine, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

6/10 Okay

Muey Chien

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Apr 2024
Response from Dani Santizo on 18 Apr 2024
Hello dear guest. We would have loved for you to share with us what your experience at the hotel was like.Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future.Kind regards.

8/10 Good

Thearada

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is my first time revisiting Princess in the last ten years. The food is good but could be better. Staff are more likely willing to help, but some can be ignorant. The property is clean. Overall, it was worth the pay, and I will recommend this place to family and friends.
Stayed 3 nights in Apr 2024
Response from Betsa on 15 Apr 2024
Dear ThearadaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We will certainly take your comments into account and be able to offer a better service and a better experience to all our guests. We hope you visit us again soon, Regards.

8/10 Good

Marce

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
We had a nice experience, we saw deer, monkeys, coatíes, iguanas, lizards, turtles, capibaras, cats free around the hotel. The resort is very well maintained and clean. Service was not the best at restaurants and bars. Lots of variety in foods, quality not the best either.
Stayed 8 nights in Apr 2024
Response from Dani Santizo on 10 Apr 2024
Hello dear Marce, thank you very much for giving yourself the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

Laura Elyse

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A great family friendly resort
Stayed 8 nights in Mar 2024
Response from Dani Santizo on 5 Apr 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel very grateful for your recognition of the efforts of our team, who strive to make your stay the best possible experience. Thank you for your good wishes, for sharing them in this message. I hope you are back for Princess soon.Kind regards.

2/10 Terrible

Oded, oakland park

Stayed 5 nights in Mar 2024
Response from Dani Santizo on 18 Apr 2024
Hello dear guest. We would have loved for you to share with us what your experience at the hotel was like.Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future.Kind regards.

10/10 Excellent

Melissa

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
The resort was clean & beautiful. Our kids enjoyed the evening entertainment as did we. The beach was small but manageable. The ocean wasn’t rough and we felt comfortable to swim there. Overall the property was too big for us but great first all inclusive experience. The Staff was wonderful. A couple issues with our room that were handled right away.
Stayed 7 nights in Mar 2024
Response from Betsa on 26 Mar 2024
Dear MelissaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

6/10 Okay

Fiona

Travelled with family
Liked: Property conditions & facilities
Food was below average, best places to eat were taco stand and grill by the pool. Family Club was very slow - probably an hour - to check in. Pools were great. Beach was nice. Facilities were clean. Lively daily activities. Restaurants were difficult to get reservations for, no one told us how to use the app but figured it out on our own. They filled up quickly and we never saw availability at a few of them.
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear Fiona, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take your comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Sincerely.

8/10 Good

Judith, patchogue

Stayed 6 nights in Mar 2024
Response from Dani Santizo on 12 Apr 2024
Hello dear Judith, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

10/10 Excellent

Maksym

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 25 Mar 2024
Hello dear guest, thank you very much for your generous rating. We would have loved for you to tell us about your experience at the hotel. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Sincerely.

10/10 Excellent

Lamiaa

Liked: Cleanliness, staff & service, property conditions & facilities
Very kid friend , they even offer robes and beach toys to kids in the kids room section Kids didn’t want to leave at all Amazing shows Just a perfect place
Stayed 7 nights in Mar 2024
Response from Dani Santizo on 21 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, your comments will undoubtedly be well received by the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return to Princess.Sincerely.

10/10 Excellent

Amaury

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property, giant hotel. tons of widelife. It is our second time there actually and we like it. A bit far from Playa Del carmen but honestly staying at the hotel for a week is perfectly fine to enjoy yourself. Staff was pretty nice to us. No complains really, would go again
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear guest, thank you very much for your excellent rating and for taking your valuable time to tell us about your experience with us.We feel very grateful for your recognition of the efforts of our team, who strive to make your stay the best possible experience. Thank you for your good wishes, for sharing them in this message.I hope you are back for Princess soon.Kind regards.

6/10 Okay

Margarita, Aurora

Liked: Property conditions & facilities
Stayed 6 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear gues. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

8/10 Good

meriem

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A nice overall experience, cleanliness and safety a top priority for the resort
Stayed 8 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear meriem, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

8/10 Good

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Great Family vacation, caters to young kids with the Kids Club, kids pirate buffet (though it wasnt my favorite), ice cream parlor and swim outs(I would consider this room in the future). My kids loved the Kids Club and went throughout the day to do various activies crafts, games, foam party, and pirate theme event. The night shows were incredible and kid friendly. Food was diverse and flavourful. We also enjoy all the wildlife around property- monkey's, lizarads, deer,Coates etc.
Stayed 5 nights in Mar 2024
Response from Dani Santizo on 19 Mar 2024
Hello dear Nicole, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that he enjoyed his vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

4/10 Poor

Klaire

Stayed 6 nights in Mar 2024
Response from Betsa on 6 Apr 2024
Dear KlaireWe are dismayed by your rating, it would have helped us a lot to know how your experience was, since, if your stay was not completely satisfactory, your comments help us improve our service. We hope to have the opportunity to serve you again and totally exceed your expectations. Regards

10/10 Excellent

Danielle

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was an excellent place for our family vacation! The resort is beautiful and well-kept. It's a tropical oasis to walk around; you can expect to see wildlife (coati, monkeys, birds, deer, cats, and more!). Great pool options - something for everyone. The direct access (and shuttles) to the beach was lovely. We enjoyed our mornings in the sand and water. Our kids (12, 7) were probably a bit too old for the Family Club, but we made the best of the free ice cream and other activities. I would say the food it hit or miss - the Italian and Japanese restaurants were great, and the buffet worked well for breakfast and lunch. I loved the app they provide to guests as well - it makes it easy to navigate the resort and plan ahead. One note is that getting dinner reservations is a bit of a game; be ready to log in at the right time to book ahead. Staff is wonderful and kind, as many other reviews say. Everyone is helpful and cheerful.
Stayed 5 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear DanielleThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

10/10 Excellent

Maritza

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear MaritzaThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

10/10 Excellent

Maria

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Betsa on 13 Mar 2024
Dear MariaThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

8/10 Good

Andrea Paola

Travelled with family
Liked: Cleanliness, property conditions & facilities
The staff is not super friendly
Stayed 4 nights in Feb 2024
Response from Betsa on 20 Feb 2024
Dear AndreaThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. However, we are dismayed by your comments as they do not reflect our values. Our team must offer the best service to all our guests. We will take immediate action to correct any such behavior and we apologize for any inconvenience caused during your stay with us. We hope that we can regain your trust and be able to serve you again to exceed all your expectations. Greetings.

10/10 Excellent

Jeanette

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service very kind stuff. Super meal every time, lots of choice .
Stayed 9 nights in Feb 2024
Response from Betsa on 20 Feb 2024
Dear JeanetteThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We hope to have you back very soon. Regards

6/10 Okay

Mariyah

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were at Princess family club the first week of February. Rented a car at the airport and getting to the property is very easy. Check in: The check in was fairly quick and the luggage was delivered to the room by the hotel staff. The room: The room itself was clean. The beds were comfortable. The television in the room is small and outdated. The furniture is beginning to show its age. Our room was on the second floor overlooking the swim out family pools below. The balcony was spacious with a couple of chairs. There was a Bar playing loud music below our room. It didnt disturb us much but it could be quieter. The Bathroom: The bathroom was clean. However the jacuzzi tub in the bathroom looks old and worn. The staff would make the beds everyday without fail and they would come by at another time to refill the mini bar with water, kids milk packs and pop. The restaurants: This property has a lot of restaurants to chose from. However, beware that these restaurants are booked 2 to 3 days in advance. Even if you do get a booking it is when the entertainment programs begin. Leaving us having to choose between dinner and entertainment. They deliberately seem to push you to go for buffet. There were 2 main buffet areas and 1 for princess family club (pirate theme) . Unfortunately, the food served here is far from delicious. It is low quality and flavorless. We had upset stomachs throughout our stay. Look somewhere else for better food.
Response from Betsa on 15 Feb 2024
Dear MariyahThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

8/10 Good

Lukasz

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay in resort was very pleasant. Very nice hotel. Good food and beautiful beach. Good for family vacation ! Only minus it they need add another Concierge because the line was long.
Stayed 9 nights in Jan 2024
Response from Betsa on 14 Feb 2024
Dear LukaszThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. Feedback is always appreciated. We hope to have you back very soon. Regards

10/10 Excellent

Amanda Courtney

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our family of 5 stayed at the Princess Riviera Family Club and it was great! I was a little worried before going because of reading some bad reviews and I don’t have any complaints. We’ve stayed at many 5 star resorts so it’s definitely not that we have low standards. A few special touches to mention were the sand buckets and toys for the kids, robes and slippers for everyone. The cleanliness was top notch. We never entered a single dirty bathroom the entire week. The buffets were great with many food choices and amazing friendly service. High end liquor and specialty coffee options. The ice cream shop was a huge hit with the kids and the kids pool area was perfect for our 4 and 6 year old. The fire show was very cool to watch. All three of our kids teared up when leaving it was such a great trip. We highly recommend especially for younger kids.
Response from Dani Santizo on 12 Feb 2024
Hello dear Amanda, thank you very much for your wonderful rating and for giving yourself the opportunity to live the Princess experience.We wholeheartedly appreciate the time you have dedicated to giving us your affectionate words, without a doubt your comments will be well received by all the staff, comments like this make our commitment to our guests continue to grow.I hope to see you soon and coincide with your return on Princess.Kind regards.

10/10 Excellent

chelsie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Dani Santizo on 12 Feb 2024
Hello dear guest, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

10/10 Excellent

Sasha

Stayed 7 nights in Jan 2024
Response from Dani Santizo on 20 Mar 2024
Hello dear Sasha, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

6/10 Okay

aide

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cleanness and well maintenance of the garden. I did not like the we have to paid for show/dinner for kids activities.
Stayed 5 nights in Jan 2024
Response from Dani Santizo on 6 Feb 2024
Hello dear Aide, thank you very much for giving you the opportunity to live the Princess experience.We regret and sincerely apologize for the details that were not to our liking. We will take her comments into account to make a report and send it to the corresponding area to improve the quality of our service.We hope that in the not too distant future you will allow us to change your perspective and make your stay better than this one.Kind regards.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Been there twice, will come back for sure!
Stayed 7 nights in Jan 2024
Response from Betsa on 2 Feb 2024
Dear JohnThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We hope to have you back very soon. Regards

6/10 Okay

Ethan

Liked: Staff & service, property conditions & facilities
Stayed 7 nights in Jan 2024
Response from Betsa on 2 Feb 2024
Dear EthanWe are dismayed by your rating, it would have helped us a lot to know how your experience was, since, if your stay was not completely satisfactory, your comments help us improve our service. We hope to have the opportunity to serve you again and totally exceed your expectations. Regards

10/10 Excellent

Rafael Carlin

Liked: Cleanliness, staff & service, property conditions & facilities
Awesome place to stay, my daughter ❤️ the family club section. Staff is great and friendly!
Stayed 4 nights in Jan 2024
Response from Betsa on 30 Jan 2024
Dear RafaelThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this.We hope to have you back very soon. Regards

4/10 Poor

Lucas

Travelled with family
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
I took my family on vacation to this family princess resort. My daughters birthday landed on the first day of our vacation. (WEDNESDAY). When we checked in we started asking how we could reserve dinner reservations. They said we could NOT! Because after you check in you need to reserve with 48 hours anticipation. Which is beyond ridiculous. I asked for a manager. Not one person made any effort at the front desk. I lost Wednesday and Thursday night dinner reservations. Because i didnt know after you check in you have to wait 48 hours to reserve dinner reservations. So we are eating buffet for the first 2 days. Which wasnt that good. Everything tasted cheap and sloppy. Then i came with american dollars. I went up to the main reception. I need change for 100 dollars. Ok no problem heres your change. The next day i go get change again. They dont have change. The young lady says for me to walk outside and the luggage crew can possibly give me change. For the first 2 days i couldnt tip their waitere and waitresses. Which i felt completely embarrassed. These people work hard to bring your family food and drinks why not tip them for good service. All i wanted was tip money! The shows every night were cool. Beach was nice and pool areas are fun areas to be around. Be ready to waste your firet 2 nights of dinner reservations. Be ready with mexican pesos. And be ready to be ignored when you ask for a manager. Gustavo never came back with a manager and i waited for hours.
Stayed 4 nights in Jan 2024
Response from Betsa on 29 Jan 2024
Dear LucasThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

10/10 Excellent

Sara

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great time!
Stayed 5 nights in Dec 2023
Response from Betsa on 27 Jan 2024
Dear SaraThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We hope to have you back very soon. Regards

6/10 Okay

Rochelle

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Great place for families. Room that accommodate 5, has bunk bed for 3 in same room as king bed but there is a room divider for night time. Which was nice. Good amenities, small robes and beach hear for each child. Ice cream lake or was a hit. A few pools to choose from , some quite some very noisy. Too may anomaly around the property looking through garbage cans that gave it an off feeling, but the animal were shameless and did not come near any humans. The food was awful overall. And all the restaurants on the resort were completely booked before we arrived, although you cannot book in advance so this did not make sense. The staff was polite but lacked knowledge. We checked in and received no information, but was able to get it by seeking it out later. The staff was very overwhelmed with check out, they palm in advance but service for luggage pick up was delayed 35 minutes, and bellhop was very rude. The overall check in and out experience was unpleasant. Staff is polite but not helpful. Despite this we had a great time with hard to property, swimming and location in playa del Carmen. We were able to find good local food outside the resort.
Stayed 2 nights in Jan 2024
Response from Betsa on 27 Jan 2024
Dear RochelleThank you for sharing your opinion about our hotel. We are pleased to know that you enjoyed your stay with us, however, we will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards

10/10 Excellent

Whitehawk5383

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort was amazing! It’s huge, clean, staff were amazing and food was always available and it was good 10/10 recommend booking the restaurants for supper we ate at 3 and were not disappointed. We will be coming back for sure! We stayed in the family suite with a king bed and bunk with trundle. And loved it!
Stayed 7 nights in Jan 2024
Response from Betsa on 15 Jan 2024
Dear GuestThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay has been very pleasant and that you have fully enjoyed everything that Princess has to offer. We are proud to know that our collaborators have been a fundamental part of this. We hope to have you back very soon. Regards

10/10 Excellent

ma

Stayed 4 nights in Jan 2024
Response from Betsa on 2 Feb 2024
Dear MaThank you very much for your excellent rating, we'd have loved to know how was your experiences with us, we hope you had a very pleasant stay, we hope to have you back again very soon. Regards

2/10 Terrible

Lisa

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Princess, how I loathed thee. Let me count the ways: 1. Parents of any child under 4: prepare to be miserable if you stay here. The kid club would not even permit my twoyear old to enter accompanied by a parent because she was not 4 years old. On a rainy day with nowhere to go, I begged them to let my daughter in with me and they refused. Their "family time" of 1pm to 3pm coincides with most toddlers' naps. The privileged children who were permitted entry were kept indoors rain or shine and looked scared and miserable. 2. The staff could not have been ruder or looked more miserable themselves. Not a single one greeted me when I walked by in close proximity. I lost my key twice thanks to hauling my toddler everywhere. The second time the front desk attendant spat "again?" And threatened to charge me for giving me a new key card. I was truly appalled by the rudeness. 3. With no childcare to speak of, I saw parent after parent looking miserable and dragging heavy strollers across the sand while their children napped. The beach is located over a mile from the front of the resort where they sequester the undersirable families with kids. This was the largest and most boring resort I have ever been to. It took miles to walk anywhere and the elevators arent accessible - they are only on the west side of the resort and all the restaurants are on the east side. Anyone with a wheelchair or stroller, prepare to spend hours of your vacation in transit. 4. The food was truly disgusting
Stayed 7 nights in Dec 2023
Response from Betsa on 10 Jan 2024
Dear LisaThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

6/10 Okay

ULRIKE

Travelled with family
Liked: Cleanliness, staff & service
Loved the abundance of wildlife. Also the ice cream shop was great and the kids buffet was a great spot to dine. Much more intimate and quiet than the other massive dining halls. The restaurants were just ok. We had no food that truly wowed us. Reservations were a pain to make. Entertainment was good and so was the room service. We enjoyed the beach but the sun chairs are pretty close to one another. This property is definitely older and in need of some renovations. We will not be returning.
Stayed 6 nights in Dec 2023
Response from Betsa on 3 Jan 2024
Dear UlrikeThank you for sharing your opinion about our hotel. We are pleased to know that you enjoyed your stay with us, however, we will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards

6/10 Okay

Douglas, TEXARKANA

Travelled with family and small children
Liked: Cleanliness
The food was not good, and the room service food was not edible. More information on chill out and the benefits of spending money on food.
Response from Betsa on 26 Dec 2023
Dear Douglas Thank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

10/10 Excellent

azdren

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Dani Santizo on 6 Feb 2024
Hello dear guest, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

10/10 Excellent

Robert

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very Family Friendly. The Buffets were far superior to the reservation restaraunts, We found the the Sit down dining in La Vaqueri, La Hacienda, and Miso Thai were not as fulfilling, had limited options, and the time ti took to be served/receive our meals was excessive given the size and requirement for reservations/
Stayed 8 nights in Nov 2023
Response from Betsa on 7 Dec 2023
Dear RobertThank you very much for your excellent rating and sharing your experience with us, we're very happy to know that your stay was very pleasant, we will take into account your comments so we can improve our service to all our guest, We hope to have you back very soon Regards

10/10 Excellent

Daniela

Liked: Cleanliness, staff & service, property conditions & facilities
Just a bench or chairs at the smoking area Thank you for a great vacation!
Stayed 7 nights in Nov 2023
Response from Dani Santizo on 28 Nov 2023
Hello dear guest, thank you for taking the time to rate the hotel and share with us what your experience was during your stay.We feel happy and motivated to know that you enjoyed your vacation with us. We will continue to make great efforts to provide good service and unforgettable experiences to all our guests.Thank you very much for your preference, we hope you can return soon.Kind regards.

6/10 Okay

MARIA

Stayed 3 nights in Nov 2023
Response from Betsa on 18 Dec 2023
Estimada MaríaEstamos consternados por tu calificación, nos hubiera ayudado mucho saber cómo fue tu experiencia, ya que, si tu estancia no fue del todo satisfactoria, tus comentarios nos ayudan a mejorar nuestro servicio. Esperamos tener la oportunidad de servirte nuevamente y superar totalmente tus expectativas. Saludos

8/10 Good

Gulshan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Nov 2023
Response from Dani Santizo on 28 Nov 2023
Hello dear guest, thank you very much for your generous rating. We would have loved for you to share with us what your experience at the hotel was like. Remember that your opinion is important to us. We appreciate your trust in us for your stay and we hope to welcome you again in the future. Kind regards.

8/10 Good

Neele

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a nice hotel, minor details were missing for the 5 stars though. Prepare for a huge property, nice stuff but everything very distanced and kept professional. Somehow a good vibe was missing a little bit.
Stayed 2 nights in Nov 2023
Response from Betsa on 18 Nov 2023
Dear NeeleThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay was very pleasant and that you fully enjoyed everything that Princess has to offer. we will take into account your commento so next time you visit us we exceed your expectationsRegards

8/10 Good

Parteek

Travelled with family, Travelled with family and small children, Travelled with group
Liked: Cleanliness
From time to time there was a long wait time for shuttle service. Everything else was good. One recommendation to the resort is if you cant include room service in all inclusive then there should be an option for take out at buffet restaurants or sports bar. Sometimes it is not possible with little kids to go to buffet restaurants and have lunch.
Stayed 6 nights in Nov 2023
Response from Betsa on 18 Nov 2023
Dear ParteekThank you very much for your generous rating and for sharing your valuable opinion. We are very happy to know that your stay was very pleasant and that you fully enjoyed everything that Princess has to offer. We will certainly take your comments into account. We hope you visit us again soon. Best regards.

6/10 Okay

Selenia

Travelled with family
Liked: Cleanliness
Disliked: Amenities
The receptionist was really nice. Was was not good and restaurant staff also was not attentive and looked annoyed at all time. We will definitively not go back. It was have been great for a 3 star resort but definitely not good for a 5 star. There are a lot of options and we will book somewhere else next time.
Stayed 5 nights in Sep 2023
Response from Betsa on 4 Oct 2023
Dear SeleniaThank you for taking the time to write your opinion. We are sorry that your stay with us was not totally satisfactory. For us, it is important to please all our guests and we appreciate you sharing your experience with us, as this way we will know where we should improve. We hope that we can regain your trust and have the opportunity to serve you again. Best regards

8/10 Good

Walter

Travelled with family and small children
Liked: Property conditions & facilities
Disliked: Staff & service
Had roaches in rooms. Workers demanded tips to help.
Stayed 3 nights in Sep 2023
Response from Betsa on 4 Oct 2023
Dear WalterThank you for sharing your opinion about our hotel. We are pleased to know that you enjoyed your stay with us, however, we will take into account the negative points that you mention in order to improve our service and thus be able to meet all your expectations the next time you visit us. Regards