This was our third stay at this resort over the past 10 years, and we continue to love it. We always choose the Privilege option, and in our opinion, it is definitely worth it. Having a butler makes a big difference—they are very attentive and take care of all your needs. We had Claudia this time, and she was absolutely amazing.
We also really enjoyed the Privilege Lounge. I loved having my early morning coffee there, especially since the Mike Coffee Shop doesn’t open until 8 a.m. We often stopped by the lounge for drinks before dinner and spent time playing cards. The lunch there was also delicious.
Overall, the staff throughout the entire resort was outstanding—we felt very welcome everywhere we went. The food was great, the grounds were beautifully maintained, and our room was spacious and very clean.
We also enjoyed the morning bike tour and took an Isla Mujeres excursion through the hotel, which was excellent.
The only negative experience we had was with the spa. As Privilege guests, we were offered a complimentary 30-minute hydrotherapy session for me and my husband. However, when we arrived, the person at the front desk was extremely rude from the start. She immediately told us we were not allowed to bring any belongings with us—even though we only had a small beach bag.
What was surprising is that the spa does not provide lockers or towels, which is very unusual. We were told we needed to go all the way back to our room to leave our things and bring our own towels. Our building was on the opposite end of the resort, and my husband had recently had spine surgery, so walking long distances was difficult for him. He politely asked if there was another solution, but she was very dismissive, bossy, and unwilling to help.
When we asked to speak to a manager, she told us that she was the manager, which was quite surprising given her attitude. I believe a manager should be focused on resolving issues and assisting guests, not creating more frustration. Her name was Rosanna (or something similar, if we were given the correct name).
Because of this experience, I would recommend avoiding the spa. Otherwise, this is a wonderful resort, and we would absolutely return again.
