Platinum Yucatan Princess All Suites & Spa Resort - All Inclusive - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8554 reviews

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  Awesome

  Paulette from concierge Was just the best employee a hotel could have. Making sure everything was as perfect as could be. This hotel one one in a million. 5 star

  Jan 26, 2026
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  Excellent as usual!

  We have been to this resort many times and have always been very happy with our trip. The staff are what make this place memorable and this time, we wanted to give a shout out to those who made the trip great, including the entertainment staff, who were always energetic and enthusiastic, including Luna, Malu, Christopher aka "Hollywood", Ramses, and Gabriel. Also, a shout out to all the staff in the main buffet restaurant, and in particular Bryan who was friendly and always attentive to any requests. As well, a thank you to Daniel, the chef who put on the best Hibachi show we have ever seen. As well, to all the dancers if all the shows ... you guys are amazing ... and to the Bulldog band, also amazing. We were in room 3208, which faced the party pool, which was animated during the day but quiet in the evenings. Bring bubble bath for the outside bathtub with jets. We went to many of the evening shows, both at Platinum and at Sunset, which we enjoyed immensely. The food was great at all restaurants, and we went twice to La Fleur at Sunset. We participated in rifle shooting and archery but were unable to use the catamaran because of high winds. There was minimal sargassum when were there (Jan 12-22, 2026) and the beach staff kept it clear when some did appear. I had an unfortunate run-in with a stingray, but there is a doctor at Sunset who was able to treat me within less than an hour, in my room. Overall, we were very happy with this trip and hope to return next year. Thanks to everybody for making this another great trip! Renee and Karl.

  Jan 25, 2026
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  Vacation from HELL!...

  We woke up 2 AM excited to start a lovely trip to Cancun via Toronto Pearson Airport. We arrived in Mexico at 11 AM as scheduled in the pouring rain. Disappointed to find our airport transportation arranged by Air Canada Vacations, was a very old, decrepit mini-bus with badly cracked windshield. The driver was very impatient and hurt my wife as he pulled away too quickly before she was seated and strapped in properly. We arrived at Platinum Yucatán Princess resort approximately noon, and tried to check in, was told to come back four or five times over the next 3 hours. We had to wait in a long line each time over the next three hours because the room wasn’t ready yet. No reasonable excuse was given except 'housekeeping' wasn't ready yet. The final time we were told the room number (#2107), but still couldn’t check in for no good reason. So we went to building 2 to explore the location surroundings of the room and discovered extreme partying going on at the public pool near the room. (i.e. yahooing, screaming, loud music and yelling in the PA) So we returned to the front desk at around 3 o’clock and spoke to CARLOS and RAFFAEL and told them we wanted a different room away from the partying and construction noise as we requested on the ACV special requests form we completed when we confirmed our vacation purchase. We explained this was a big trip for us as it was our 33rd Wedding anniversary plus we needed a quiet location to recover from a recent major surgery. A female front desk, personnel (can't recall name) selected a different room for us facing the garden, informing us that it would be MUCH quieter away from the noise. However, when we got there, this room (#2134) was way worse! We were closer to the construction noise and directly faced the party pool. It was so loud, we couldn't sit on the balcony to enjoy the resort because of the intensely loud noise! It was intolerable. We called the front desk and advised them of this and were told to come back again to the front desk and go through this all again! No better option was given to us and so we spent Monday evening in room 2134. While we were trying to sleep after a long day of travel, we heard the sounds of people partying in the hallways and screaming and yelling all night long plus the loud sound of dragging furniture across the floor in the room above us - or something. When we went to the front desk on Tuesday morning, exhausted, to advise we need to change rooms as we are not getting any rest, and the noise was so loud with pounding music and yelling, we were told by ANGEL to walk around the resort and choose the building we'd like to move to. He promised us a quieter room, also he offered an upgrade to building 5 at a reduced price if that was our choice (~$1,000 US) to move to that building, as that would be an upgrade to Platinum. He told us to meet him at the front desk at 3 PM on Wednesday and for sure we would have a room in the building of our choice, no problem. So, we went to the front desk at 3pm on Wednesday and we were told that ANGEL was not in yet and to come back in 20 minutes. Again we went back 3 times over the next half hour and then were finally told Angel was not in, it was his day off! Also, we were not offered another room at all, we were told there were no rooms available and we would have to stay where we were. We were so upset, we spoke to the manager Emmanuel Lopez who then told us there were no rooms at all and would not upgrade us at all. He then offered us a room in building #4 if we preferred and suggested we go there to survey how noisy it was, but it was just as noisy. so we requested to be on the top floor in the middle of building #2 at the back facing the spa, as we did not want to spend another night listening to people screaming and moving furniture across the floor. So he told us to come back again on Thursday at which time they would have another room away from the noisy pool and construction in building 2 as we needed. On Thursday afternoon at 4pm we finally moved to a quieter room (#2225) in building 2. We've now wasted 3 days of our 7 day vacation as this is now day 4 of our trip! When we arrived at the Cancun airport, we were given a letter by the Air Canada Vacations rep, with instructions to meet SUSANA, the Air Canada Vacations Rep at 9:15 AM on Dec 9th in the Sunset lobby. When we went to the Platinum Princess lobby, we were told to meet Susana and were directed to where she sits. Two other couples also showed up, and were waiting with us for Susana. When she did not show up, we realized it was the lobby at the other sister resort, Sunset. Ismail the bell boy, at the Platinum lobby arranged for a ride to Sunset from Platinum. The Bell boys told us this was not a service offered, but agreed to take us as there were 6 of us with incorrect information. Once we arrived at the Sunset resort, we discovered Susana was not there either. The other reps from WTM were not aware of our appointment with her, and didn't know where she was. However, they figured it must be her day off. We tried to get the information from her workmates who also worked for WTM. However, they were unable to assist us, and suggested we pay the bell boys some cash in order to get a ride back the Platinum Princess. Since there was no way for us to get back to the resort due to the construction, other than walking on the beach or walking through the roadway approximately 10 minutes. Noteworthy: the other couples were elderly and could not walk that far at all. We were also told by Susanna's colleagues that we needed to return to sunset again the day before departure (the 14th), and go through this whole rigmarole again! The other couples and us were not at all happy, because we were expecting to meet with Susana on Tuesday. We were all given the same information, an appointment, printed out by Air Canada Vacations, with a date and time of Dec 9 at 9:15 am. However, now they wanted us all to figure out how to get back to Sunset the day before we were due to fly out. Besides, we had no idea if Susana would actually be there again! This is such a waste of time and eats into MORE of our already shortened vacation time (due to the noisy room issues), as well as all the stress it caused for multiple paying elderly guests! Needless to say all of this has led to great aggravation and time lost on a vacation spending so much time going back and forth to the front desk, being lied to by the girl at the front desk who told us she was moving us to a much quieter room away from the pool and construction, when actually it was way much worse noise. (Do the front desk staff have any idea of the hotel layout? ...and that any room in the vicinity of that party pool is intolerable by some guests?) We expected a vacation for a quiet location on our 33rd wedding anniversary and recent illness recovery. We were not expecting all this trouble after spending more than $4,300 with ACV!! Also, we were exploring to come back to this resort with our family for a larger family trip in the summer of 2026, but cannot possibly consider returning. Our recommendation? ...DON'T BOOK HERE!

  Jan 24, 2026
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  Friendly and very attentive staff. Great resort!

  This resort was very beautiful! The staff was incredibly friendly and it was very nice how attentive our doorman Israel was! He would greet us every morning by our first names and was readily available to help answer any and all questions. The restaurants were delicious and beautiful. The entire atmosphere was very enjoyable, energetic yet relaxing all at the same time! I absolutely recommend this resort!

  Jan 24, 2026
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  Platinum yucatan

  Had a great time at this lovely resort. Food , accommodations and entertainment were great . The beach was very nice and the staff are very friendly and accommodating. I got to take my hat off for Royer (the bellboy) at the front entrance for always being at the top of his game. Everybody remembers your name and by the time your stay is done they make you feel like a local friend. Will definitely be back !

  Jan 23, 2026