Finest Playa Mujeres

First and foremost, I would like to shoutout Abraham for his efficient and friendly shuttle service via Seasons. Room: We booked the Excellence Club (adult side) 2 story suite - our room was fantastic for the most part and close to majority of the restaurants and activities. The plunge pool on the rooftop was not clean so we did not get to use this amenity. However the rooftop lounge area and bed were quite nice, especially the beach front views. Restaurants: We visited quite a few restaurants in our short stay; Dommo, Market Buffet, Lizo, Tintos and Tapas, and Dukes. Out of all the options, we ended up really enjoying Lizo, especially as they were able to accommodate us in the last 30 minutes of dinner service. Dommo (excellence club "exclusive") known for the tomahawk steak option, was alright. Service was great but the food quality and portion size could be improved. Market Buffet has abundant options and a few made to order options offered - for breakfast, this happened to be the omlette bar and the breakfast burrito bar. Tintos and Tapas was also a great option but do keep in mind that these are tapas so order many as they are small. (the "pots" such as the Paella are also smaller portioned). Dukes was good for breakfast but my omlette order was missing several ingredients unfortunately. The views are great at Duke's and they were able to accommodate requests to be in the shade if available. We also ordered room service (complimentary to your stay 24/7) quite a few times just to take advantage of this amenity. Portions are OK but pizza should be avoided. The novelty of ordering off the menu at any given time was great but service turnaround is quite long. One important thing to note is that they are quite strict on their dress codes - if you are heading to the beach or pool for the day and grab breakfast, be sure to have full clothing with you along side your swimwear. You will be turned around. Beach and Pools: The beach service is quite nice and fairly convenient being close to building 6 (excellence club). Herman was able to help us with drinks on the beach constantly. The pool side service was also great but would like a few more covered chairs on the adult side as it does get busy.

Dear Finest Playa Mujeres Team, I am writing to formally express my disappointment regarding an incident that took place during our stay at Finest Playa Mujeres more than a month ago. Although some time has passed, the experience still bothers me because it so sharply contrasted with the level of hospitality we expected from a luxury all-inclusive resort. On a very hot afternoon, I went to Duke’s, which was the closest restaurant to our beach chairs, to ask for some fruit for my 10-month-old baby. Because the options for baby-friendly food were limited at that moment, I was simply trying to get something quick and suitable for him without having to take him on a long walk in the heat. I was told by a staff member named Monica that unless I sat down and went through the full dine-in ordering process, she could not provide any fruit for takeaway. I understand that restaurants may have rules and procedures. However, what made this experience so upsetting was not just the refusal itself, but Monica’s attitude throughout the interaction. Even after I explained my situation, she showed no flexibility, no empathy, and no willingness to help in even a small way. Her tone was cold, dismissive, and unnecessarily harsh. Because other guests were waiting behind me to be seated, I felt that she was trying to get rid of me as quickly as possible, as though I were asking for something unreasonable or inappropriate. Instead of feeling like a paying guest at a luxury resort, I was made to feel like I was being pushed away for asking for a basic accommodation for my infant. Monica repeatedly insisted that even if fruit was available in the kitchen, she would not help because she had to follow the rules, and that I should walk to the buffet or Sweet Corner to get it myself. Again, I understand that policies exist. But hospitality is about more than mechanically repeating a rule. Good service requires judgment, empathy, and a willingness to care about the guest’s actual circumstances. What made this even more disappointing was Monica’s response when I later returned and told her that I intended to file a complaint. She appeared entirely unconcerned and said she was not afraid of a complaint because she was following the rules. That response only reinforced the impression of arrogance and complete indifference to the guest experience. Our group included three families, and both my parents and my husband’s parents chose this resort because of my recommendation. We stayed for six nights and spent a substantial amount of money at your property. Quite frankly, we spent enough during that stay to justify far better treatment than what I received over something as simple as fruit for a baby. I want to emphasize that many other staff members at the resort were kind and willing to go the extra mile for us, and I appreciated them very much. However, the quality of a hotel experience is not defined by the average level of service, but by the worst level of service a guest encounters. Because of this incident with Monica, although we may return to Cancun in summer 2026, we will absolutely not choose Finest or Excellence again. I am sharing this because I believe management should be aware of how damaging this kind of behavior is to the guest experience and to the reputation of the resort. Luxury hospitality is not only about beautiful facilities, but about how guests are treated when they need a little understanding. In this case, that standard was clearly not met. Sincerely,Mengxi

I’ll start off with the positives! Concierge was great handling any of our requests promptly and were always very friendly. The pool servers were amazing! They often came into our private pool area to make sure we were all set too. We had a great time at hibachi and the food was so good. Highly recommend making a reservation right when you check in. The Brass steakhouse was also decently good for an all inclusive. The Mexican Fiesta night was also a hit with our 6 year old. So much fun. Now, onto the negatives and unfortunately for us, we felt like the negatives outweighed the positives and we won’t go back to this resort. We stayed in a family pool suite (specifically room 1001). The room is in some serious need of TLC. The handheld shower head was falling off the shower wall, the couch had stains on it, the back slider door wouldn’t lock, and overall felt a little dirty. I will say we have pretty high standards for cleanliness, so others may find it to be okay! Other than the restaurants listed above, we found the food to be very underwhelming. Loved all the fresh fruit though and of course, the gelato. We had an incident occur while we stayed there that honestly kind of ruined the rest of our stay. We have a little one who naps during the day still, so we had our ‘do not disturb’ sign on our door until after she napped. One of the days, I decided to nap with her in the kids bedroom while my husband and older daughter played in the pool. I had the ‘do not disturb’ sign on, so I expected to be left alone. We also had our safe unlocked because we were in the room and my husband was just outside at our pool. Our housekeeper ignored the ‘do not disturb’ sign and still entered. She did a little bit of cleaning, but also took some tip money from our safe all while I napped in the bedroom. Unfortunately I did not hear because we had the sound machine on for my baby. My husband said he saw her in the room cleaning and thought I had taken our baby for a walk so he thought nothing of it. Honestly, we’re not that upset about the money because it was only around $50 that she took. We’re more upset that she ignored the DND and entered while we were sleeping. Made me feel quite uncomfortable that it could happen again. I understand that we can deadbolt the door, but I didn’t in case my husband needed to come through the front door because the slider was so hard to open. The hotel management did treat the situation pretty seriously initially, but never followed up with us after the fact. They said they’d contact us within 48 hours but never did. We ended up checking out a day early and management came out then to see if the incident is what caused us to leave early and if they could have done anything differently. Overall, I’m just not sure the resort should be considered a 5 star resort. That’s just our opinion though 🤷‍♀️

DON'T BOOK HERE, DON'T SUPPORT THE CARTEL. They are effectively stealing money. They CHARGED ME for false spa treatments, I was FORCED TO PAY, and 2 weeks later still cannot get this resolved. The morning of my checkout I realized they charged over $1,000 worth of other people's spa treatments to my room, 5 treatments in total (2 were mine, 3 were not). I called the spa to inform them, they said they would call the front desk to adjust my checkout balance. They never did. The front desk had no idea what I was talking about. I went to the spa and paid for 2 of the treatments that I was responsible for. I ran back to the front desk (approaching my flight time). I asked them to remove those 3 people's treatments from my room and they refused. I asked why they couldn't just charge it to their rooms and they said it was because they had already checked out. HOW IS THAT MY PROBLEM? Hotels keep our credit card information for incidentals, even if they find damage or anything else the customer's responsible for after checking out. Why is it a problem to charge those guests for their own spa treatments?! And they control every aspect of your stay, they partner with the car service. They allow them access in and out of the resort. If you don't pay for your check-out bill, they won't allow the driver to take you to the airport. Which is what happened to me. That's how they force guests to pay. They hold you hostage, with no ride to the airport. I tried calling so many times to speak to anyone that will resolve this, to get a refund. I've asked multiple times to speak to the resort manager or the spa manager, each time I've been told they're not available OR I'm transferred directly to voicemail. This service, staff, operation is NOT 5-Star material! It's shady, incompetent operations from the Cartel.

This hotel is absolutely beautiful, and the beach is impressively clean with very little seaweed. It’s an especially fantastic choice for families with young children (4 and under). We enjoyed the warm, family-friendly atmosphere so much that we’re already planning to return next year. One of the things we appreciated most was the smaller size of the resort—it made getting around quick and easy, which is a huge plus when traveling with little ones. They also provided very clean pack-and-plays, which I was initially hesitant about using, but ended up being pleasantly surprised. Another standout was the staff’s willingness to clean our kids’ bottles and cups—such a thoughtful and helpful touch. I rated the hotel 4 stars primarily because the food at the restaurants wasn’t very impressive. While that was a bit disappointing, it didn’t outweigh all the positives, especially the family-friendly environment we were looking for. I also wish there had been more shaded areas around the pool, as that would have made it even more comfortable during the day. Overall, we had a wonderful experience and would definitely recommend this resort to families with young children.