Finest Playa Mujeres

We are long-time fans of the Excellence brand and are diamond members who have had wonderful experiences at the other properties, which makes this review especially disappointing to write. Our 7-night stay at Finest Playa Mujeres in early 2025 was far below the standard we have always associated with Excellence, and unfortunately, management has still not responded to our formal written concerns, despite promising a response within 15 business days and having tried to follow up on it 3 times since then. It has now been over a month. Here are some of the issues we encountered: 1. Last-Minute Renovation Notice & Misleading Room Reassignment... Less than a week before our trip, we received notice of major renovation work impacting the building where our reserved room was located. We booked our room category 9 months in advance to accommodate our toddler’s sleep routine and a separate layout. With minimal notice, we were reassigned to a completely different room type that did not meet those needs. We were initially told there might be a chance to switch after check-in, but upon seeing the building under active construction, that was clearly not possible. We had to scramble and spend extra money to make the room workable for our toddler, which added a ton of stress during what was supposed to be a relaxing trip. 2. Room Maintenance & Child Safety Issues.... The room we were placed in had several issues that are under the standards of a luxury and family friendly resort: -Broken balcony door handle/lock -Exposed staircase edges unsafe for a toddler -Loose and damaged terrace decking -Rust and chipping paint throughout patio areas -Hot water not functioning consistently (our child’s first bath had to be cold) -Patio lighting inoperable the entire stay On top of that, our terrace directly faced the active construction zone—constant noise, hammering, and workers shouting across floors. 3. Repeated Service & Communication Failures.... We were told we’d receive a call when our room was ready. No call ever came, despite us waiting by the phone. Later we learned the room had been ready minutes after we left reception. Then, after being sent to the room, our luggage never arrived until we called again 90 minutes later. The same mistake occurred at checkout. These aren’t isolated oversights—this was a pattern of being overlooked throughout the week. 4. Dining & Reservation Issues.... Restaurants consistently had 60–90 minute waits unless arriving at opening. Service was kind, but food quality was inconsistent. We were told a reservation was made for our adults-only dinner, only to arrive and be told there was no record of it. Very embarrassing and stressful when we had arranged childcare. 5. Mosquitoes Were Overwhelming.... We absolutely expect insects in a tropical environment—but this was excessive. After sundown, outdoor areas became nearly unusable. We only observed the grounds being treated with fog repellent once the entire week. --- We used to recommend Excellence properties to everyone we know, and we have always felt proud to be Diamond Members. On this trip, we spent more time trying to adapt and solve avoidable issues than we did relaxing. The level of care, attention, and consistency that once set Excellence apart simply wasn’t present here. We sincerely hope management takes guest concerns seriously and restores the quality that built their reputation. Until then, we cannot recommend Finest Playa Mujeres, especially for families with young children.

The bad - the closet for room service was left unlocked during my stay so anyone could have just crawled right through into my room and stolen everything I had in it which is scary. I was the one who noticed it. -I had to wait over an hour and a half for room service because they brought the food I requested to the wrong room. -the resort had the wrong departure date for me even though I had confirmation emails stating that I was leaving on a Thursday but they thought I was leaving on a Wednesday -my Internet, TV and Wi-Fi were out for about 3 to 4 hours while it was raining very heavily so there was really nothing for me to do other than sitting in my room -there were multiple times when I was trying to sleep and feeling sick in about an hour period of time where I got 3 to 4 calls and I kept asking for calls to stop being made to me from the staff but I kept getting them The Great! - Priscilla out the front desk took the absolute utmost care of me and is absolutely remarkable at her job. Anytime I needed something or had a question or concerns she always made sure I was taken care of. When I tried to leave her a tip she wouldn’t even take it even though I felt like she deserved a tip from me which I respect so much. She’s very kind, always smiling and always helpful. She gets 5/5 stars -the food was delicious the views were amazing even though it rained three out of four days which is obviously nothing the resort can control lol. - the wedding service from the resort was absolutely remarkable. From the food, to the dancing, to the DJ and an absolutely amazing beach wedding. - I really liked how the all inclusive wasn’t constantly asking you for your room number when you were getting drinks and people at the resort typically only ask for your room number when you were going into a restaurant. -the snack carts and snack stations we’re really easily accessible and open it fair times which I really liked -it was really nice of the resort to bring me a bottle of champagne that was complementary on my final night. - specifically the hot wings and lobster at Dukes were amazing

Amazing hotel with excellent service. It’s my fifth stayed and still love it. Good for couples (there’s an adult side) or family (there’s a kid’s club for the kids)

It is hard to find a place for relaxation that is also family friendly. We came with two 2 year olds and a 2 month old and had an amazing time. Highly recomend.

Dalel Nasta was absolutely fantastic, she met us at the door as we arrived. Her professional hospitality was top notch. From our arrival to our departure. She made sure our needs and our stay was flawless. As Diamond level returnees. She was exceptional . "Sexy Daniel" LOL at both the Excellence club bar and the Finest Bar lounge made a fantastic impression of Excellence Club quality. We typically stay at the Excellence Resorts, however last minute we cancelled and re-booked at the Finest due to Hurricane Melissa. We were very happy to be able to book the same room category and have the same level of exceptional service. Only a few differences we noticed, of course adults only vs family and children, the food at most of the restaurants was good but not as good as at the Excellence Resorts, the Spa, same experience, good but not as good as at the Excellence Resorts. To summarize, we were grateful to have great weather the entire trip, exceptional staff, hospitality and room category however if you decide to try a Finest vs Excellence keep in mind they are focused on their guests, both adult and family, will always stay loyal to the Excellence family. Thank you to the staff, Beth and Jack