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All reviews all inclusive package one bedroom suite time share full kitchen murphy bed all inclusive plan timeshare presentation car ferry ferry to isla mujeres bite bar villa group sushi restaurant rent a golf cart sales pitch kids pool steak pool side
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Reviewed March 22, 2017 via mobile

Had an amazing time and my recent trip to this resort! Place was beautiful. Well kept and the staff is amazing! Special thanks to Jorge, Javier! They made the time at the pool a blast. And my man victor with the amazing drinks at the tiki bar! Can't wait for the next trip to this resort :)

Date of stay: March 2017
Trip type: Travelled with friends
Thank deannarose15
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Germain G, Guest Relations Manager at Villa Del Palmar Cancun Luxury Beach Resort & Spa, responded to this reviewResponded March 26, 2017

Dear Valued Guest Ms. Deannarose15,

We are truly honored to have served you so well and appreciate your generous praise of your stay with us. Nothing is more rejuvenating that to know that we have delivered the level of excellence we strive for; and you come here expecting.

We appreciate the special recognition of Jorge, Javier, and Victor. We are very proud of them and the many other colleagues whose desire to deliver excellence remains unwavering.

We are honored to have earned your trust. We are "su casa" in Cancun and it will be our pleasure to welcome you back.


Kindest regards,

Gabriela U. Galicia
Communications Manager
Villa del Palmar Cancun Luxury Beach Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 21, 2017 via mobile

Nice resort. Good food. The steakhouse was exceptional. I didn't like having to sign for everything. It's a real pain for an all inclusive. The staff is not that friendly except for the morning buffet staff the girls at the front were friendly and kind. The one pool is really cold and there's no swim up bar. It's was ok but not great.

Date of stay: February 2017
Trip type: Travelled with family
1  Thank J4112ZTlorib
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Germain G, Guest Relations Manager at Villa Del Palmar Cancun Luxury Beach Resort & Spa, responded to this reviewResponded March 26, 2017

Dear Valued Guest Ms. Lori B.,

We regret that the experiences you described clearly fell below our standard of excellence.

Our desire and goal is to provide clear and consistent communication and make resolution to any situation that may arise, easily attainable. We have a manager located at a desk in our main lobby for that very purpose.

Our General Manager is also easily accessible should our guest require resolution that is not found at another level.

We will embrace the training opportunities you have presented in your review. We continually seek out new ways to improve our guests' stay.

Thank you for also sharing the areas where we met your expectations. Your words of praise and recognition where the excellence we strive for shined through; is greatly appreciated.

We wish you well in your travels and hope you will return again in the future to experience the excellence we are known for.

Sincerely yours,

Gabriela U. Galicia
Communications Manager
Villa del Palmar Cancun Luxury Beach Resort & Spa

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Reviewed March 21, 2017 via mobile

Beautiful resort. The food was great. The steak house was our favorite. The beach isn't the best for swimming lots of seaweed and dark. Staff was friendly enough. Had to sign for everything at all inclusive it's a pain!!!

Thank J4112ZTlorib
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed March 21, 2017 via mobile

I will be brief with a list of pros and cons.

Pros:
-amazing condo style accommodations with many options for every budget
-friendly staff all around
-quiet and slightly off the beaten path of crazy Cancun
-ferry to Isla Mujeres is right at the resort
-AMAZING AMAZING AMAZING FOOD for not only an all-inclusive where my expectations tend to be lower but we have stayed at many high end resorts where the food isn't as good

Cons
-beach isn't great but we expected that
-pools could be cold sometimes and hot tubs too hot
-buffet restaurant isn't open at lunch so limited to sit down restaurant or pool side fast food

Overall would highly recommend!

Date of stay: March 2017
Trip type: Travelled with family
Thank Steve B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Germain G, Guest Relations Manager at Villa Del Palmar Cancun Luxury Beach Resort & Spa, responded to this reviewResponded March 23, 2017

Dear Valued Guest Mr. Steve B.,

We are honored to have served you so well and thrilled that you enjoyed an amazing experience with us. Your review and generous praise serve to rejuvenate our spirits and strengthen our resolve and commitment to delivering excellence. Thank you for the time you spent sharing so clearly the many facets of your stay with us that were remarkable.

We are humbled by your generous praise and honored to have earned your trust and your recommendation to others.

You may rest assured that our 100 percent commitment to exceeding every expectation remains unwavering. We appreciate your input as well.
We are su casa and It would be our pleasure to delight you once again!


Kindest regards,

Gabriela U. Galicia
Communications Manager
Villa del Palmar Cancun Luxury Beach Resort & Spa

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Reviewed March 21, 2017

Booked through: Cheap Carribean

Villa del Palmar is a beautiful resort with mostly fantastic employees who genuinely seem to enjoy their jobs. I'll highlight the Pros & Cons below, starting with the Cons and what disappointed us the most.

Cons:

- At check in, I asked the gentleman assisting us if there was an option to upgrade. I made it clear that I would be willing to pay but he said No. A quick phone call to his manager confirmed that "there wasn't a single room available". This could be possible I suppose, but I am reading reviews on here from the same days I was there and people are saying they got upgrades. Very bizarre since I was willing to pay...not asking for a free upgrade. This was a frustrating start to the trip.

- It was our 2nd anniversary which I informed the resort of prior to arriving. When discussing the room upgrade, I mentioned again that the trip was for our anniversary and he replied "Is it really your anniversary?" as if I was lying about it. This was very offensive but I simply replied "Yes, 2 years." He came back with "We have something special in your room for you". This was great to hear, but there was nothing in our room when we got there and they did nothing special for us the entirety of the trip. I didn't bring this up as I wanted to focus on having a good time and relaxing. Obviously they didn't believe me and ignored my mentioning of the occasion.

- During the course of our time at the resort, the in room fridge leaked, the hairdryer needed to be replaced (completely dead), a technician needed to come to take the safe apart and fix it as it wouldn't lock, and ants crawled all over our bathroom. It's almost as if the room they'd given us was barely ever used and was definitely one of their cheapest, least luxurious rooms.

- There is no nightlife whatsoever. This is the first all inclusive resort I've been to without a late night bar/club/disco opened for those who don't want to go to sleep at 10pm.

- Far from the Hotel Zone / Clubs if that's what you're into

PROS:

- Beautiful grounds, facilities, pools, etc
- Amazing food and a fine array of choices for an all inclusive (best food I've ever had at an AI). Everything was so fresh and high quality. The steakhouse was amazing, Zamas (Mexican) was fantastic, and if you like Sushi, Hiroshi is perfect and rivals NYC sushi bars.
- Waiters, bartenders, and other staff/attendants were amazing and were some of the friendliest workers I've ever encountered at a resort
- Proximity to Isla Mujeres via the ferry 100yds from the resort is a huge plus. We spent a whole day on the island and had a great time. Everything is so cheap too!
- The attention to detail and luxury feel of the entire resort was better than any all inclusive I've ever been to
- While I had my own issues with the room, the design and layout was nice. This resort is very modern which I love (granite, stainless steel, etc). Also, every room has a hammock on the balcony (even our room which was the lowest of the low compared to their other rooms).
- The pools and jacuzzis were plentiful and nice with plenty of seating. The resort also has a nice location on Playa Mujeres, also with ample seating.
- The drink selection and drink quality was superior compared to other all inclusives I've been to in Mexico, Jamaica, and the Dominican Republic.

Bottomline: I would absolutely recommend this resort to a friend but wish they would've accommodated us better with our room upgrade and anniversary. I'd come back if I was treated better initially.

Date of stay: March 2017
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank Trevor B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Germain G, Guest Relations Manager at Villa Del Palmar Cancun Luxury Beach Resort & Spa, responded to this reviewResponded March 23, 2017

Dear Valued Guest tgb242,

We thank you for your review and apologize that we failed to meet the standards we have in place by exceeding your expectations at check in. We apologize as well for missing the opportunity to make your 2nd anniversary very special.

If we, for any reason fail on our mission; we request bringing it to our attention immediately. We have a system of customer care that includes a direct contact with our general manager by simply dialing 0. This would also include sharing any incident that deters from the excellence of your stay.

We have also stationed a manager in the lobby so our guests may have easy access and find a quick resolution to any issue they may have. We welcome the opportunity to turn a negative into a positive and welcome having the chance to do so.

You may rest assured that we always appreciate and follow up on any training opportunities. Our expectations and training are a reflection of our commitment to each of our colleagues performing at his/her highest potential.

We are honored to have earned your recommendation to others and do hope that you will make us 'su casa' in Cancun and return again for cuisine and accommodations that are unsurpassed.

Sincerely yours,

Gabriela U. Galicia
Communications Manager
Villa del Palmar Cancun Luxury Beach Resort & Spa

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