Finest Playa Mujeres

On arrival to the resort, the driver had to wait at the gate with us for the lobby to be less busy before letting our car go to the main lobby. This took 15-20min. Once arriving in the lobby, the check in process took another 20min. We were starving and wanted to get the buffet before closing. We were asked to then go wait in our room another 15min to get out luggage to make sure we get the right bags. We are then finally after an exhausting trip ready to go eat. We then notice our sliding door to the backyard does not lock properly, it’s broken, and the couch is visually dirty. We felt uncomfortable to leave our belongings with the door not able to be locked and didn’t want our kids playing on the dirty couch. I went to the front and requested to be moved to another room. They said nothing is available. So I asked them for an upgraded room if my booked type of room is not available. They proceeded to refuse to do this, said they will send maintenance and someone to clean the couch. We did not want to wait another minute after all this and just wanted to eat. They told us to call a number for support if we felt we needed a credit for the first night after all this trouble and that they couldn’t do anything at the front desk. I called the number and was told that once you are checked in, they can’t help and the front desk needs to help. In the end, we just left everything and went to eat. They ended up sending maintenance and someone to clean. They used some cleaner next to the couch where my baby’s crib is and that’s how we spent the first night. Cleaner in the air in a closed room next to where our baby sleeps. The door was fixed once and then I showed them it wasn’t fixed so they came back and finally repaired it. Not how I wanted to spent the first night. Other than this, the resort was fine. I wouldn’t recommend going here again after the first night experience.

This is a very family friendly resort. We had an amazing relaxing vacation. All the staff were friendly and genuine. A special mention to Mr. Munther Shawa who went above and beyond to accommodate our special dietary requirements. He personally ensured that the entire team — including the staff and chef — was fully briefed on exactly what, when, and where we wanted to eat throughout our stay. His proactive care and attention to detail made us feel truly looked after and made a big difference to our experience. He deserves a huge round of applause!

We were told transportation could not provide a rear facing car seat. So we brought ours which is a huge impediment to flying. Then they brought one. Our back door to our room was broken, wouldn't lock or open easily, the outside handle was missing. Motion sensor lights in the room are a bad idea as they wake up kids. Bartender made it challenging to order top shelf liquor at the central bar, like patron. Bar wouldn't give me a coconut at 2:15 because they stop at 2. He was literally touching a coconut and could have just given me one. Legends food and italian restaurant were really, really bad, breakfast buffet was okay. Shoji, beach snacks, and tapas were good. Drinks were decent. Pizza was really bad. Timing for evening events were late for kids. App was difficult to navigate and understand. Communication in general from staff was not clear. Had to have your phone on you at all times for menus and the staff seemed annoyed if you didn't. We put a do not disturb past 6pm on our room phone and they knocked loudly two out of the 4 nights and called the room another time. Large cockroach in shower. No kids sized urinals or sinks in bathroom. Anything I didn't mention was done really well. The beach was beautiful, the room was great in general, the pools were plentiful. Most staff were very nice. Overall 7.5/10. We liked it a lot, however it is double the price of other resorts in the Cancun area with similar experiences. We will probably not return as it isn't worth the price for the value.

The staff made this trip so amazing! Kevin, Sofia, and Roger were so personable and attentive. Lourdes is the sweetest bartender. Daniel was an amazing server with great hair. Carlos at the beach was the kindest. Miguel at the pool bar was great too. Everyone in Kids Club was top notch. We travel quite a bit and this was one of our favorites yet. Will be back!

Maybe have golf carts to pick your senior guest up at the elevators because there is so much walking. Just a thought.