Palmaia, The House of AiA

Palmaia may very well be the highest quality experience I've ever had in the hospitality industry. I came for an annual private event/gathering hosted at this location, and the integration with the Palmaia staff and facilities was excellent. My partner and I felt like first class rock stars the entire time. We had 24/7 access to a support staff through a WhatsApp chat (which came in very handy several times, like when I needed help getting into my room at midnight). The food was absolutely delicious, and all included in our stay! Because of the thoughtful way Palmaia has structured their money transactions for guests on site, we didn't have to bother with thinking about that the entire time, which was a surprising level of luxury. Finally, the grounds are spectacular, with hidden natural swimming holes, iguana's and monkeys running around, getting to ride your bike down the cobble stone jungle path. Really, really spectacular.

First time staying at this hotel. While there were many good things, there were also some things I did not enjoy during my stay. We tried both breakfast restaurants. Plantissa deserves 5 stars. I would also give Su Casa 5 stars if it were not for the hostess, Wendy. She asks guests to leave reviews mentioning her name on different platforms, so here is mine. From the moment you arrive, the service is not welcoming. There were still 15 minutes left before breakfast service ended, and I only wanted something quick, but she told me it would be better for me to go to Plantissa instead. The next day, I came back earlier so the same thing would not happen again. Be careful if you have small children because she constantly talks about her son and keeps touching your arm or back, which feels uncomfortable. Some people did not say anything and just smiled, but personally, I did not like it. If this is supposed to be a luxury hotel, the staff should act accordingly. When I arrived at the reception area, she was standing by the entrance on her phone while I was waiting, taking pictures of some receipts and telling me to “wait.” When I entered the restaurant, she moved me to another table because she had made a mistake and there were already guests seated there who had simply gone to the restroom. Is this really luxury service? At Su Casa, I would like to recognize the waiters Luis and Fernando, who truly made my stay incredible 🤩 The dinner restaurants were honestly very good. I stayed for a week and tried them all, and I enjoyed every one of them. Citlalli at reception provided excellent service. I do not remember the waiter’s name, but the service was outstanding as well!!!!

This is an incredible property with top-tier amenities! I had a swim out room, and it was glorious. The food is very good and the service is top-notch! Having a "real" concierge was brilliant! Lastly, having cenotes on property was just the crown jewel of an amazing experience.

Absolutely stunning, cannot recommend it enough. We come every year and plan to continue!

The property is filled with so much beauty - jungle and beach and so peaceful. Rooms were meticulously kept. I've lived in Mexico for 15 years and I have never experienced this level of service. Every staff member was attentive, thoughtful and anticipated every need! Amenities were top notch and I love the vision created by the founder of the hotel - all of it so in line with the way I live my life. The food was out of this world amazing!