My wife and I booked a six night stay at Beloved for the first week of May. Let me make it clear that we booked it a week and a half before traveling, thinking we got the last available room. We had canceled our reservation at Excellence Oyster Bay and changed it to Beloved. We had stayed at Beloved once before for three nights and could not wait to get back. Our trip from Atlanta to the resort went smoothly. We arrived at Beloved, they made us a special drink, then informed us that the general manager would like to speak with us. Ms. Andrea Ruiz sat down with us and informed us that there was a problem with our room. They did not have a room for us. We were devastated. I believe it was an overbooking issue, and I imagine us booking last minute got us bumped. I did not get rude, didn’t yell or cuss, and I didn’t demand that she make this right. She was very polite with us and very sympathetic. I knew that me causing a scene, like so many people would have done, would not help anything, as there simply wasn’t an available room. Ms. Ruiz had already secured us a room at Excellence Riviera Cancún in the Excellence Club. We like ERC and have been there many times before. It’s just not the quiet and intimate setting that we were looking for on this trip. But, we really didn’t have a choice, so we accepted the change. While waiting for our transport to ERC, we went to eat with Guadalupe at the Bocadito. He was one of the reasons we couldn’t wait to get back. His tacos, and anything else he makes, are absolutely fantastic. After lunch, our transfer was waiting. I spoke with Ms. Ruiz again and politely expressed how disappointed we were in the situation. I made it clear that I was not upset at her, just with the situation. She asked me to wait a second while she communicated with someone else. She came back and said that if we would go to ERC for two nights, there would be an available room at Beloved for the remainder of the week that we can have. We had booked a basic room, but a Casita would be available for us at no extra cost. And, all transfers were covered. We accepted that offer and left for ERC. Another review will be left for ERC. After two great nights at ERC, we were back at Beloved staying in a two story casita with a private terrace. Ms. Ruiz outdid herself by going above and beyond and exceeding all of our expectations. We could not have been happier. The rest of the vacation was perfect, and Ms. Ruiz made sure of it. Our beach concierge (I didn’t get his name, but I think I heard someone call him Sebastian) took care of us every day, as did our beach waiter, Benito. He kept the drinks coming and joked and cut up with us daily. Though our trip started out terribly, it turned out to be one of our best trips. We are not upset with Excellence Resorts for what happened. We booked last minute and sometimes these things happen. The bottom line is that there was an issue and Ms. Ruiz took care of it with excellent customer service by doing whatever it took to make us happy (We think she knew exactly what she was doing, as now we can never book less than a casita at Beloved. LOL!). We will definitely be back and will continue to vacation with Excellence Resorts. We highly recommend Excellence Resorts. The staff will do everything possible to make your stay fantastic. Thank you, Beloved Playa Mujeres and Andrea Ruiz for taking a bad start and turning it into one of our best vacations ever.

All of the amenities and staff were amazing. They made us feel like we were more than at home. Little extras like unexpected treats to your room or bringing a drink to try that they think you might like, and especially Guadalupe at the Bocadito Taco Truck. Guadalupe made everyone his new best friend and offered his delicious custom creations after asking one simple question: Do you love tacos? He was a shining star and tacos were so amazing that it was a must stop everyday we were there.

By far the best resort we have ever been to. This was our fourth visit and it was just a lovely as the first time. From the moment we stepped out of the car right up until we left we were treated like royalty. The grounds are beautiful and the staff goes above and beyond to make your stay perfect. Christian arranged for a fabulous birthday dinner on the beach, beautiful room decorations and checked with us daily to make sure we were enjoying our time and to see if there was anything we needed. His customer service is excellent. I can’t say enough good things about him. Luis was our pool/beach waiter and he was on the spot every time we needed towels, drinks, ice, food or just to move the umbrella to keep our sun bed shaded. He goes out of his way to make sure you are happy. Another stand out is Guadalupe, the chef at the taco truck. He made us some of the best tacos, burritos and quesadillas we have ever had! He is friendly and can make anything you request with a smile on his face. This is a must eat at place. You will not leave hungry! Vanessa works in this area so while you are enjoying the fabulous tacos she is happy to bring drinks or anything else you may need. Martha also came around to make sure we were enjoying our meals. All of the food we had was good. Don’t miss the Mexican night at Lupita’s it was very good. We enjoyed all of the restaurants as well as room service, that was accurate, hot and delivered in a timely manner. Our room was kept clean and the air conditioning worked very well. I enjoyed relaxing in the jacuzzi and lying on the bed on our balcony. The resort is so quiet and very relaxing. It’s the perfect getaway for total R&R. No loud music or partying. We enjoyed the paint n sip on the beach, hydrotherapy circuit at the spa, beach time and pool time as well as evening entertainment. This place is definitely 5 star and I highly recommend it!

Our 8th trip to Beloved did not disappoint as this was our best trip yet! Big thank you to Christian, you really made our stay special. Also, a thank you to Brandon for always checking on us. We cannot say enough about the beach concierge crew (Claudia, Sebastian, and Denisse). Always great talking to this crew in the mornings. Beach service was always great with Oscar and Alex, sorry we missed you this time Luis. We have our 9th trip booked and cannot wait to be back!

Very nice, great service especially from Oscar. Stayed in room CON1, great room location. Beach views and short stroll right to the ocean, private pool. Great service directly to private pool deck from Oscar. Not a party place, but if you are looking for relaxation this is the place.