Location
Punta Sam-Isla BlancaProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
6073 reviews
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Dec 04, 2024Mediocre food, not clean, overcharged
Honest Review of Majestic Elegance Costa Mujeres (Also, if anyone has any advice on how to recoup what we were overcharged please feel free to share any tactics that have worked for you!) My husband and I stayed at the Majestic Elegance Costa Mujeres resort in Mexico from Sunday, November 17, to Saturday, November 23. Unfortunately, our experience was far below expectations, marred by mismanagement and poor service. Before our arrival, I emailed the resort with specific room number requests for our booked category (Rooftop Plunge Pool). In response, I was offered an upgrade to an Oceanfront Plunge Pool for $360. I asked if I could have my travel agent take care of it and they said no, that I would need to pay for the upgrade online through a specific link and that the room is not available to travel agents. I completed the payment and received confirmation, only to be informed the next day that the upgrade was unavailable due to a “system glitch.” The resort refunded me and assured me that my original room requests were noted. However, upon arrival, none of my requests were acknowledged, and we were assigned a random room. When we asked about upgrading again, we were told it would cost over $800 for just part of the stay. After pointing out that the full upgrade was originally offered for $360, the resort finally reduced the price to $240. We accepted and switched rooms on Tuesday, November 19, around 4 p.m. The Oceanfront Plunge Pool room was lovely and the highlight of our trip, but sadly, it was one of the few redeeming aspects of this resort. Service was abysmal. We didn’t meet our butler until several days into the stay, and even then, he provided incorrect show times and failed to make restaurant reservations he claimed to have secured. Housekeeping only serviced our room once throughout the entire stay—after I specifically requested it due to ants gathering near the trash and on the floor. Additionally, our plunge pool had floating debris that I had to ask to be cleaned. The bartenders were friendly when tipping well. The food was mediocre at best, with some restaurants being entirely inedible (we are still wondering what the steak is actually made out of at the French restaurant). Entertainment was nearly nonexistent, with the exception of the Michael Jackson show, which was excellent. The resort grounds were poorly maintained—many poolside chairs were dirty, often covered in bird droppings and bugs. When it rained, the resort’s poor design became evident. Water flooded common areas, making floors slippery and dangerous. Our balcony was unusable because the rain came straight in, as the roof lacked an overhang to provide adequate coverage. Another poor design is that the TV on the wall in the rooms is at a 90° angle to the bed and does not swivel (unless you are in a suite, then it faces the bed directly). Other guests complained about not being able to watch tv in their room due to this design issue as well, so we know it wasn’t just our room. Also, the ocean “front” rooms are not all directly in front of the ocean. Some are on the side facing another building, but the room is more towards the beginning of the building so they call it ocean front. There are some direct ocean front rooms and they are in the same category and price point, so it’s a little disappointing to pay for what you think will be the best view just to end up facing another building instead. The gift shop was extremely overpriced. One float = $80, one cup= $50! There were no water sports at all. Despite having a hut on the beach with kayaks, paddle boards, jet skis, etc. we were told none of it was available during our stay due to their contract expiring. The spa was a rare positive. My husband enjoyed the hydrotherapy, and I appreciated the massage. However, this was overshadowed by a billing fiasco. Our spa charges should have totaled $528, yet we were charged $1,126.22. Despite our protests at checkout, we were told we couldn’t leave the resort until we paid the inflated amount. The front desk confirmed the only charges on our room were for the spa, yet they could not explain the discrepancy or provide an itemized bill. We paid under duress to avoid missing our airport transfer and have since been stuck in an endless back-and-forth with the resort. They repeatedly cite the room upgrade (which was paid separately and reflected as a distinct charge on my credit card) but fail to justify the overcharge. Their unresponsiveness and refusal to provide clarity feel both unprofessional and borderline fraudulent. While the Oceanfront Plunge Pool was beautiful, the resort itself is poorly managed and severely lacking in care. With proper management, this property could be fantastic. Unfortunately, the current state leaves much to be desired. We will not be returning.
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Dec 03, 2024Amazing Birthday trip, great people beautiful beach!
We stayed at the Magestic Elegance Costa Mujeres from Nov 25 through Dec 2. We had a fantastic time! The employees here really make the experience! We had never been to the Cost Mujeres area previously, though we have spent a lot of time in Cancun and the Riviera Maya. We selected this location for the beautiful beach and were not disappointed. Good selection of various restaurants Pros: The beach is expansive, the sand is soft, and the water is gorgeous. The water is fairly calm so swimming is enjoyable. The rooms, rooms are gorgeous and well kept. Housekeeping was great, always ensured the room was clean, replaced the towels and drinks and made sure we had everything we needed. We had a rooftop plunge pool on the club side and we really enjoyed the swim in the evening! Food was good, no complaints here with one exception (I will touch on that later) There are lots of day beds to lay on and enjoy the day Really enjoyed the Christmas decorations. Cons: Ok this one is a very strange observation, but for some reason the toilets are really high off the ground. I'm 5'5 and my husband is 5'8. My feet couldn't touch the ground on most of the toilets around the resort and my husbands barely did. Not the end of the world but a bit strange. Chair game. The chair game is strong here. There are plenty of chairs and day beds but if you are prone to burning like I am the shady spots are hard to come by and are mostly gone by 8am. Some extra umbrellas or shade screens for the day beds would be helpful. The plunge pool on the roof is amazing and gorgeous, but I would recommend placing a railing to go down the steps from the pool. There is a railing to go in and out of the pool, but the steps coming down from the pool to the main deck do not have a railing. The tiles get wet from swimming and I slipped and fell. Again not the end of the world, just some bruises but a railing would help ensure people don't fall going down to the patio area. Special Shout Outs: Manuel, Moises, Giovanni, Abraham they really made our trip special. They always remembered us and what we liked to drink and brought them over without even asking. On my birthday Manuel and Abraham gave me a big surprise while we were off getting massages, by decorating a day bed for me and then brining over champagne to celebrate. It was such a sweet and thoughtful touch! It meant a lot to us. Our Butler was Chris and he was really helpful and sweet throughout our vacation. He also arranged a big birthday surprise for us in our room that evening. Other Details: Most of the resort is about 70% Adults only, only one building is family. The family side is the most lively pool, the adults side is more relaxed but they do have some fun activities over there also. Only 2 restaurants require reservations, the French and Asian restaurants. We didn't really have any trouble getting into the other restaurants, no long waits...but could be the time of year we went. You can arrange a day pass if you have friends from elsewhere to come and visit you. The cost is $140.00 USD, however it is not very easy to get the approval. Would definitely come back. Overall it was a great trip!
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Dec 03, 2024Urge you to focus on the bad reviews and don’t be fooled by their fake ones which is scamming tactic
I cannot stress enough how much you shouldn’t be fooled by the “amazing reviews” across all reviewing platforms, pay close attention to the bad reviews and then cross reference the good ones. After personally being there, I don’t believe their reviews at all. Even if we didn’t have the room issues, the food, facilities and treatment from the staff overall was the worst I’ve ever experienced. 27th of November * Arrived to an uncleaned room with stains and hair on the bed, brown stain on the toilet and hair in the bathtub and the room does not look like the photos, it’s run down and we’d been given a disabled room * That evening we called for the butler and nobody answered, eventually got through to somebody and we told them that we don’t have a plug for the hot tub outside, maintenance came 30 mins later, looked at the tub and said he will bring a plug tomorrow (28th of November at 8am), we waited until 8:30 the next day and nobody showed up 28th of November * Went to reception to speak to a manager and told Mariana how disappointed we have been so far and she said there’s nothing she can do about it apart from send someone to clean the room which was basically room cleaning that day which should have happened anyway, I also expressed we still had not received a plug for the hot tub but nobody came still with the plug * Spent the day at the resort and when I went for lunch a male waiter leaned inappropriately close to me while standing behind which made me feel super uncomfortable, that along with the food being the worst quality we’ve had the whole trip drove me to go back to Mariana and express our concerns again and I asked if it’s possible to get a refund for the following two nights if we leave and she said she’s unable to grant any refund, I mentioned the hot tub again but nobody still had no plug that day 29th of November * A cleaning lady knocked on our door first thing in the morning to randomly gave us a table and I expressed we still don’t have a plug for the hot tub and she said she will send someone (no plug was ever given) * We went to breakfast at Il Botaccio and both found a hair on both our plate, I had a small black hair and my partner had a longer black hair stuck to his fork, I get this can sometimes happen but the hairs we found in the resort was consistent which is so odd * We never planned to leave the resort but as we felt so uncomfortable we went to Isla Mujeres and before we left we noticed there was a damp dirty cleaning towel left on our table * The least we expected was to come back to your room being cleaned and stocked up which every standard hotel does on a daily basis, given we raised issues with the cleaning you’d expect for our room to not be missed but we came back to no room cleaning being done or even at least the fridge being stocked Overall the quality of the place is nowhere near a 5* resort, I was made to feel uncomfortable the whole stay when you are meant to feel the opposite on holiday after playing for 10 hours to a country, we stayed in Tulum, Playa Del Carmen, Balcar and Valladolid and all of the accommodations were stunning and clean so we knew this wasn’t the standard, I complained on the second day and was offered nothing then on the very last day as we checked out they said they could offer a massage or something within the resort which was useless as we were leaving, we deserve to be compensated, please don’t waste your money like we did, you can get much nicer places in other parts of Mexico and way better food & hospitality.
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Dec 02, 2024Wonderful experience with the staff and facility.
We visited in March of 2021 and loved it. We came back in late Dec 2024 and it was even better. The restaurants have fun decor and really make a great experience. Oliver, Eduard, and Diana - Animation/entertainment team and kids club!! The 3 of them each bring something special to the guest fun. Oliver's dancing and balloon art were so fun! My daughter loved kids club with Diana and Estrella. Esther kept the drinks flowing by the pool. Santos makes the best Margaritas - over in the Tequleria at the Mariachi Loco. Guadelupe was our favorite server. He was attentive and quick to make sure we were greeted as soon as we entered his section (or anyone else's). We stayed in swim ups both times in the family section. We found building 6 to get the best sun to keep the plunge pool warm for the suites. In November.. building 5 swim up jr suite was shaded all day and cold. Safety Passports are checked at the gate. Don't be surprised.. be thankful for the security!! Food & drinks We did not try the Bistro. We didn't like the food at Il Bottaccio [italian] The restuarants - Kabuki, El Mariachi, and Don Juame would be our top picks - in order.
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Dec 02, 2024
Relaxing and wonderful resort. Great for couples and families.
The Majestic Elegance was a fantastic resort for the family. Our trip was for a destination wedding and the entire facility and staff was wonderful. The restaurants and entertainment were great addition, keeping the entire family engaged and happy. Victor, at the Tiki Bar was a treasure with his charm, wit and personal service. The remaining staff was extremely attentive, polite and responsive.