Luxury Residences by Villa del Palmar Cancun

The facilities and rooms are wonderful! It’s housekeeping staff that make each stay exceptional. Particularly Christian Caamal, who we have personally requested on each of our visits. This young man has all the qualities of an exceptional human being and goes above and beyond when cleaning our suite. It’s truly something when you want to come back to a resort because of the one person who is so genuine and so caring in what he does. Thank you Christian 🥰

My friends and I had booked and all-inclusive stay in Villa Del Palmar for a birthday celebration from April 5-9, 2025. We were very excited about the visit and looked forward to a rewarding time. As part of our booking, we paid for some concierge services like transportation (from and to the airport), cake and ballon decoration through a staff named Erick Elizondo. A few of us arrived early on our check-in day and were approached by a staff member named Ena to be part of some marketing presentation and the single friend in our midst was given some voucher card which they claimed was free and gave us discounts on certain services and tours at the resort. Ena also mentioned that their participation at the presentation came with a free breakfast at their sister resort where this marketing was to take place. The next morning, we arrived at the reception and Ena took us to their sister resort for this ‘marketing’ presentation. They started asking us a lot of data privacy questions and kept inquiring if we had a credit card on us. Time was far spent waiting for this presentation and we got impatient as we were hungry and asked if we could go back to our resort for breakfast and then come back for the presentation. They tried to convince us to wait and then allowed us have the breakfast we were promised at the sister resort. After breakfast we went back to inquire about the presentation and were taking round by some rep to view rooms for some sort of time share program (Even though they claimed that wasn’t what it was). After the marketing bit, we were taken to a pool office where some sort of intense marketing was going on. After trying to sell us the time share program and we declined the sale, they became unfriendly in their treatment towards us. The food wasn’t consistently nice in all restaurants, sometimes it had a stale taste. On the day of Check out they made us miss our transportation as they included things we had paid for in our check out bill and whilst we were trying to sort this, our paid transportation left without telling us and the concierge who took our luggage out watched the driver leave. We had to pay for another transportation to the airport. We had an outstanding bill of 36usd which we paid in cash at the reception to Mr. Isidro(The receptionist). However, one of us was leaving later and when she checked out, she was made to pay the 36 usd again. We sent an email to Suprecepcion@villagroupcancun.com as that was what we were told to do and attached both receipts but never got a response or a refund. It was a very bad experience for us at Villa Del Palmar and we don’t recommend them, nor would we stay again.

Our trip was absolutely amazing! We stayed in a 3bedroom oceanfront room with 8 of us. It was the perfect space for us! Our in laws had their own space, my husband and I had our own space and the children had their own space yet we could all hang out in the huge open living room/kitchen/dining space. The Balcony and ocean views were breathtaking! Our room category put us in the elite program with a Butler! Wow wow wow - I don’t think I can vacation without this perk. Our incredible butlers- Yosel and Pavel were amazing! We didn’t want for anything - they made sure we had our favorite drinks in the room, dinner reservations set, special breakfast accommodations before an early excursion and departure and more! They always checked in to see if there was anything we needed or that they could do for us. We were spoiled beyond belief when one of the head chefs and her team made us a 4 course meal in our room. The team that night was Susana- Chef, Oscar- Mesero, Sunami -Cocinera, Esmeralda - Supervisor) I would highly recommend that bonus! The entire resort was beautifully maintained and clean. The cleanliness of our room was much appreciated! Our room was cleaned and tidied up twice a day. I definitely felt comfortable. The elite pool was such a retreat! Jared was so accommodating each day making sure our cabanas were ready for us to enjoy everyday! David made sure we had all the poolside drinks and snacks we could want. Our favorite spots to eat were the Italian restaurant Davinos with a fantastic server Sergio and Caprichos for breakfast with an attentive server Jorge! It was so hard to come back home after such an incredible trip. We recommend this place to everyone and we will definitely have it at the top of our list of places to return to! Thank you to EVERYONE at Villa del Palmar Cancun for making this vacation one to remember forever!

The resort and room standards were very good. Really appreciated the beach cleaning that was done every morning. Our server at the Beach Bite Bar, Enrique Tneaslo, remembered our family name, drink and food order every time we entered for lunch. His warm welcome and attention to detail mirrored that of associates at luxury hotels in Asia. He should be in management, training others on how to interact with guests! Thank you for making our vacation a great experience!

I Will Never Return to Villa del Palmar – A Vacation Full of Hassles and Deception Let me start by saying the resort itself looks great, beautiful pools, decent amenities, and a location with lots of potential. But don’t let that fool you. What should have been a relaxing celebration with friends turned into a frustrating experience riddled with deception, pressure sales, and poor customer service. I stayed here recently with a large group (20+ people) for a friend’s birthday. The problems began the minute we arrived. As we waited to check in, a group of overly-friendly concierge women approached us. One of them offered us a map and information about the resort, which quickly turned into a pitch for expensive excursions. We were quoted $2500+ for a catamaran ride to Isla de Muertos for our group. But then came the catch: we could get it for just $750 if we attended a "free breakfast" and heard about their new property. Yep, a timeshare pitch. We (three couples) reluctantly agreed for the discount. The next morning, we showed up as requested, and the timeshare hard-sell began. When we declined, the once-friendly reps turned cold and rude. One woman even insulted my wife and me as she walked us out and then escorted us to yet another timeshare office. It was unprofessional and honestly kind of shocking. They call it “The Residency Club,” but it’s just another high-pressure timeshare hustle. Unfortunately, the issues didn’t stop there. Fake Tips Added to Our Bill At checkout, we noticed dozens of charges where tips had been added to our restaurant and pool bar bills, even though we had always tipped in cash and wrote “0” on the receipt. Upon investigation, it became clear that someone had altered the receipts. Thankfully, the manager eventually removed the charges, but not without hesitation. It took a lot of back and forth to prove we hadn’t written those amounts. Romantic Dinner Disaster We had booked a beachfront romantic dinner for four couples ($700+). On the scheduled night, bad weather rolled in—heavy wind and rain. The head restaurant staff advised us to cancel and offered to reserve a table indoors instead. Reasonable enough, until we tried to get our refund. The same concierge who sold us the dinner found us at the pool, took our receipts, and asked us to write a reason for the cancellation. The next day, when we went to request our refund, the resort staff claimed they couldn’t process it without the original receipts, which, of course, had been taken by the concierge. And, naturally, she was off that day. After another lengthy ordeal, her manager was finally able to print out new receipts and issue the refund. But again—so much unnecessary stress and hassle. Bottom line: This resort is more interested in selling timeshares and cutting corners than providing a smooth guest experience. The fake tip charges, the aggressive sales tactics, and the complicated refund process all left a bad taste in our mouths. If you’re heading to Cancun and want a stress-free vacation, I strongly suggest you look elsewhere. And if you do book here, don’t say you weren’t warned.