Platinum Yucatan Princess Hotel

Will Dan

We just spent seven wonderful days at the Platinum Yucatan Princess, a beautiful five-star resort in the Riviera Maya. The property is spotless — the rooms were cleaned thoroughly every day, and the entire resort felt very well maintained. The pools were a highlight: one lively party pool and a calmer one closer to the beach, perfect for every mood. The staff were genuinely kind and attentive. Special shoutouts to Fernanda, the buffet manager, who always greeted us with a big smile, and to our wonderful waiters Miguel and Brian — Brian had us laughing with his hilarious cat and cricket impressions! Hostess Karen was also fantastic. The only downside was the beach, which had a lot of seaweed and a pretty strong smell during our stay in late May. That seems to be seasonal, though, and didn’t ruin our overall experience. We also booked a catamaran and beach excursion through Air Canada. The catamaran portion was excellent, and overall the excursion was very enjoyable. However, there were a few things we wish had been explained more clearly beforehand. Once arriving at the beach, umbrellas cost extra — around $20–$35 for two hours — which was disappointing under the intense sun. Also, food and drinks were only included during the one-hour buffet meal. Since the beach stop lasted about four hours, we strongly recommend bringing your own water and snacks, as any additional drinks had to be purchased separately. It would have been helpful if this had been communicated more clearly in advance. Overall, we’d definitely recommend this resort. The staff, cleanliness, atmosphere, and pools made for an amazing vacation — just maybe avoid peak seaweed season if a pristine beach is your top priority. Worth the trip!

Cayla Snow

This may just be the worst resort I’ve ever been. Firstly, the food situation is insane. There are 4 a la cartes advertised, but they close down 2 a night, so you really only have 2 to pick from. Aroma and rodeo are horrible. The silver lining I thought was that as platinum guests, we can access the resort next door and reserve through the concierge a reso at one of their 5+ a la cartes. HOWEVER, the past 5 nights, they are saying every morning the same rehearsed script “our reservation system is down”. So we literally get no benefits of eating at the other resort and stuck to 2 places. It truly feels like a rip off. On the 3rd night I got severe food poisoning at aroma and was bed ridden the next day, my partner tried to take me back some food from the buffet and got stopped and the staff wouldn’t allow him to bring anything and made a scene. The room service wasn’t edible, so I was left crippled and starving. We met another couple who was food poisoned as well. Besides the food, everything feels like an “up charge” or “extra” here which was nowhere advertised before, and I’m surprised nobody else is talking about this? The beach is horrible, out of there control but nobody talks about how bad the smell is from the sargassum. It’s actually disgusting. I highly advise to cancel and consider any world of Hyatt resorts if you’re willing to pay a little more money, or even any RIU is worlds better then here. Will never be staying again or recommend the princess. Edit to hotels response: Your statement is absolutely not true. We went every single day during our stay expect the first night to the concierge desk to try and book through them for next door. Every day they told us the system was not working and there was nothing they can do for us at all without even trying. It was simply laziness with no attempt to help guests. we went to the front desk and had the guy working there ask for us since your response said the system was working again and got the same response when he asked the concierge personally. We even went to the sunset concierge who told us the system wasn’t ever down but yucatan had to make the reservation. On the final day we just walked up ourselves and they happily let us in. If they told us to begin with that we were allowed to do that or just make a quick call next door, then this wouldn’t be an issue. But next door was more than happy to accommodate us because restruants were literally empty and that would’ve been nice to know to begin with, instead guests were so quickly dismissed.

Josee Desmarais

There from Feb 17-24. Disappointed considering this is a 5-star resort and the price we paid. If you have high expectations for the beach, you may want to look elsewhere. The sister resorts are older and less modern; while the beach area might be slightly better, the seaweed and brown water make it unappealing. Other than that, it’s a nice resort — all white, beautiful rooms, and a standalone tub. However, we were not impressed with the food or service, and we’re not difficult guests. I’ve never seen a buffet so small with such low-quality options: frozen nuggets with brown meat, frozen patties, frozen French fries, and single slices of processed cheese in plastic wrappers 😳. The food choices were really lacking and the restaurants are, hit or miss. Mostly miss for us 🤷🏼‍♀️ Seven days was more than enough. We will never go back.

Laklyn Benton

The staff here was absolutely amazing! My husband and I booked the romantic message and the ladies definitely delivered. Isabel and Evelyn were absolutely amazing! They were very gentle and respectful. They decorated the room very beautifully to set such a great atmosphere before the message. Bruno was an amazing host. The staff welcomed up with refreshing iced tea and warm smile. Absolutely loved my experience!

Eric S

It was -fine-. Considering I left the compound 3 out of the 5 days I was there should say a lot. The sargassum can't be blamed on the hotel... The only dining options outside of dinnertime (when the restaurants are open) is the buffet and the buffet is lacking. I was going to say that at least the breakfast portion is good but on my last day they even screwed that up. Still don't understand how they made waffles that dry. And when the buffet is closed all they offer is a limited "snack menu," and that was the worst cheeseburger I've ever had in my life. Twice. Thought the first time was a fluke... That said the staff was excellent but there's just so much they can do the aging infrastructure I guess.