Finest Playa Mujeres

Let me start by saying how excited I was to spend a family vacation with my family. We haven’t had a family vacation in many years. This resort and its staff single handedly ruined our vacation on day one. I have never experienced a vacation where they micro manage everything you do. There is zero flexibility and while most of the staff is friendly two in particular completely failed. First the “all inclusive” is not real all inclusive. When you get to the hotel you’ll find out that you have to have a particular room in order to gain access to most of the restaurants and areas of the resort. What completely destroyed our vacation is Kevin in building 6 and the bartender on duty on July 25, 2026 who decided to single me out for bringing my 2 year old nephew who was completely quiet into my Mothers room. Although this building is adults only and I completely respect that. I only brought him to see my mother in that building because we saw a white woman with 2 grandchildren running through the same building and another white teen in the lobby. I point that out and was completely upset about the selective enforcement. I told them they were wrong and then asked for the manager. The manager although wasn’t rude, she failed to acknowledge the wrong and made excuses for her staff. Dalel Nasta was the manager and failed me as a customer as well. My family and I had a total of 3 rooms at this resort totaling well over $15K in fees and they gave us so much anxiety for the duration of the trip with rule after rule that only seemed to apply to non-white guests. Needlessly to say, I will not be going to any resort by this brand. The food was mediocre, there were raccoons (4) that invade the trash cans to be exact, and don’t get me started on the constant asking of which room I’m in to make sure I’m not using all inclusive services that apparently only applied to one of the rooms we booked. If we had known all this, we would never have selected this resort for our family vacation. I’m truly saddened that we spent so much money to have this level of experience. There is nothing fine about finest playa mujeres. This NOT a luxury hotel and take that from someone who frequently stays at Ritz and JW brands. If you want a resort that micromanages your entire stay, then feel free but my family and I will never spend our money with them again.

They micro-manage your stay. Let me give context. This was a family trip. We stayed 3 nights in an average room meaning we didn’t pay extra for a fancy view or private pool etc which we were fine with that. Our family stayed in another room with a private pool and another member was in the adult section only. Treatment and service: There were children in the adults only section and when we were over there with our nephew who was asleep a member from the resort singled us out stating we couldn’t be there with our nephew. We said ok but we pointed out another child who was in the hallway at the same time and they ignored us. Unfortunately the situation escalated bc what we didn’t appreciate was the selective enforcement. That was the start and set a bad taste to our experience. The next morning we tried to have breakfast at Gusto and they told us the only person that could eat there was our family member who was in the adults only section. Isn’t this a family all inclusive? They also said the men couldn’t have sleeveless shirts to eat either at Gusto or even the market stating the men’s arms need to be covered. This is a beach resort so naturally folks will be coming from the pool or beach in beach attire so turning away customers who all pay very good money bc they don’t have the sleeve portion to their shirt is just unacceptable. Even at the managerial level they lack empathy. Our last morning 3 of us adults went to sit at the beach around 8am and we unknowingly were in the “exclusive side” and the staff member ran to us to tell that technically only the member with the adult stay was allowed to be there but they’d make an exception after we told them we weren’t staying long. We all paid so much to enjoy our stay and sadly it was interrupted by their selective enforcement and micromanaging. Food: the food is mid at best! The best place was the coffee shop and the pan-Asian restaurant. Legends and room service were terrible. Lacked major flavor, the food is just thrown together and we wait 45 mins at Legends for some basic bar food. The Market is edible, buffet style but unfair this is where you’re resorted to eating bc of the restaurant limitations unless you’ve paid extra as an exclusive customer part of the adults only area. So what’s “all inclusive” about this place? It’s like they want to offer “all the things” but don’t know how to properly manage everything they are trying to do. Just take you’re hard working money and find another resort

We've just returned from our 7th family trip to Finest Playa Mujeres and this will likely be our last. We have been longtime loyalists to the Excellence brand, but this also means we have seen the gradual deterioration of service. We'll start off with the stars of the show (i.e. the reason we kept coming back): *FC Waitstaff-Isabel/Victor: Where do I begin? Isabel is one of the primary drivers for us coming back. She is nothing shy of incredible. We rarely finished a drink before she was back to see if we needed anything. She would always make the trip to our room to see if we needed anything while in our pool. Victor was always waiting in the wings if our drinks began to get low or just came by to make us smile. *FC Beach Concierge-Eduardo/Pita: Both Eduardo and Pita were the perfect start to our mornings. They were always eager to make sure we had everything we needed and had our bed set up in record speed. Eduardo had a couple of coconut monkeys on our final day and was the sweetest goodbye. *Market Kitchen-Margarito: I'm not a buffet person by nature, but Margarito made me want to come by every single morning. Literally, the only morning I didn't go by was on his day off. He is such a superstar and one of the kindest employees on property. He is lightning quick when it comes to bringing you anything you might need and clearing your table. I was so delighted to see he has stayed there throughout the years. I wish I could bring him to all the restaurants. Dommo-Victor/Julieta: Victor greeted us and seated us within moments of walking through the door. Such a welcome set the tone for what would be the best meal we had our entire stay. Julieta was our server and she was absolute perfection. Quick, knowledgeable and everything you could ask for when it comes to elevated dining. My daughter and her friends messaged that they had a 50 minute wait for Brass so we suggested they come to Dommo. Victor had a table set up for them before they even made it through the door. Again, impeccable service in every way. Lizo-Enrique: Okay, Enrique was just hilarious. He was funny, charming and definitely made our meal special. He was a new face to me and mentioned Lizo wasn't his normal restaurant. Honestly, I kinda wanted to see where his normal assignment is because he must be a all-star if he was this fun in a different restaurant. Hydrotherapy-Alan/Betzaide: Both Alan and Betzaide were wonderful and made our hydrotherapy sessions so relaxing. They each had a very calming presence and our experience with Alan made us want to do hydrotherapy the next day with Betzaide. Diamond Ritual Massage-Dara/Gabriela: If I could steal these two to be personal masseuses, I would! My husband and I were in a state of total bliss when we walked out of the spa. My only regret was not getting this done immediately upon arrival as I feel it would have put me on Cloud 9 the entire time. *Honorary shout-out to Jacqueline at the spa check-in desk. Did we have a terrible stay? No. Was it the best one? No. If you have never been to this property before, you will undoubtedly enjoy yourself. We have come 7 times over the years and have booked the imperial suite several times. I understand that times are hard and some cuts have to be made. That being said, providing solid customer service costs this brand nothing. In fact, that is what made the Excellence brand what it is (used to be). They used to offer fun imperial suite perks like daily champagne, a bottle of Clase Azul, a special dinner you could have on your patio, a butler to make reservations for you, you could order from the restaurant menus and have it delivered to your room, and the list goes on. Those are all gone. For transparency, we paid more than $1,500 per night for the imperial suite. Upon check-in, the concierge mentioned we were entitled to a one hour bartending service in our room, but if we wanted my daughter and her friends to join us, it would cost $150 more as they would charge $50 per person. That's definitely new. We reserved a seaside cabana in advance for my daughter and her friends, but were told by Fernando (pool concierge) that it was exclusively for them so (for example) if my son wanted to go sit with his sister, we would have to reserve a second cabana. I went by the FC lounge to inquire about a reservation for hibachi and was told to go to the Guest Experience desk in the lobby. In years past, concierges were able to help with these reservations as a perk for the imperial suite. This time around, absolutely not. T FC Lounge Concierges-Gabriela/Alberto/Alan: All 3 need a MasterClass in customer service. Guest Service Manager-Dalel: She sought us out during previous visits, but walked past us on several occasions this time around. I wish she had made time for us on this stay as I feel she could have helped.

Our stay started off on the wrong foot. In fact, things had become so disappointing that we were genuinely considering checking out and finding another resort. Then we met Munther, the Food & Beverage Manager. From the moment he introduced himself, everything changed. He listened carefully to every concern, took ownership immediately, and resolved every issue with professionalism, compassion, and remarkable efficiency. He didn’t just solve problems—he completely transformed our experience. His genuine care, attention to detail, and commitment to making things right reminded us what true hospitality looks like. As a parent traveling with family, I can honestly say I would 100% recommend this hotel to other families, especially those traveling with children. Knowing there are people like Munther on the team gives me complete confidence that guests will be genuinely looked after. He showed us that this resort isn’t just about beautiful facilities—it’s about the people who make every guest feel welcome and cared for. There’s a saying that when someone has a great experience, they’ll tell 50 people, but when they have a bad one, they’ll tell 150. I rarely leave reviews—this is actually the first hotel review I’ve ever written—but exceptional service deserves to be recognized. This experience completely changed our perception of the resort and reminded us how much of a difference caring, dedicated staff can make. I almost never stay at the same resort twice because I enjoy discovering new places. However, I can say with complete confidence that we will be back. The kindness, professionalism, and genuine hospitality we experienced turned what was shaping up to be a disappointing vacation into one that my daughter, my mother, and I will remember for all the right reasons. Thank you for giving my family a vacation we’ll never forget.

We had a fantastic stay at Finest. The resort was clean, very family friendly, had tons to do, and sat on a beautiful stretch of beach. The food for a resort was quite good and exceeded our expectations. We traveled with our 1 year old, and he loved it. The kids park was a little mature for him, but there was a smaller water park he enjoyed and he loved the many pools and beach. I am also newly pregnant and appreciated the family friendly atmosphere. The cocktails were great for my husband, but it wasn’t a party atmosphere so I was able to enjoy as well. July is typical for seaweed, but they did a good job keeping it mostly clear and it didn’t impact our beach days. Most importantly, the service was incredible. Every staff member was kind, accommodating, and very friendly. The front desk staff were helpful with booking, suggestions, and room service. The restaurant and bar staff were amazing. Special shoutouts to Freddy, Sergio, and especially Lucy! Lucy’s beachside service was unmatched. The service makes me want to return - they really enabled us to have the most relaxing vacation. There was also so much to do - bands every night, a circus, several tribute shows, magic shows, a World Cup watch party, a bar with pool and video games, tons of water activities, tons of kids activities. And every one was great.