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Reviewed 6 July 2017 via mobile

We are staying at an amazing hotel but have had dinner in the Aroma restaurant tonight and service has been bad in fact the worse since arriving here. Seemed to run out of wine and have had to ask for all drinks tonight, in fact my wife only had half a glass of white and never once offered any more! Food good as always but come on management need to sorr this out. We are here for another week and will not be eating in here for dinner again

Date of stay: July 2017
Trip type: Travelled as a couple
1  Thank ScubaTrev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Excellence G, Community Manager at Beloved Playa Mujeres, responded to this reviewResponded 12 July 2017

Dear ScubaTrev,

First and foremost we would like to thank you for taking the time to bring this discontent to our attention. On behalf of all the staff and the management at Beloved Playa Mujeres, we extend our sincerest apologies for not exceeding your expectations and for the lack of attention regarding your requests. The lack of customer service described is certainly not indicative of the standards for which we are known for, and from which our customers have come to expect and deserve. We kindly remind you that our staff and concierge department are always available to assist your needs and special requests in order to provide you a remarkable holiday.

Rest assured that your valuable comments have been forwarded to the attention of the management on the property and the appropriate corrective actions have been taken.

We wish you an enjoyable stay.

Please receive our warmest regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 July 2017

Service was great and the room quality is exceptional. I can't give this hotel four stars but there were a few things that disturbed our stay: lack of good wifi and the only thing and a large group of people at the hotel for a wedding (but it is a wedding.. so can't really complain?) Don't miss the spa at this hotel - really beyond wonderful.

Date of stay: August 2016
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank sparkandluxtravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Excellence G, Community Manager at Beloved Playa Mujeres, responded to this reviewResponded 12 July 2017

Dear sparkandluxtravel,

Let us thank you for choosing Beloved Playa Mujeres as host of your holiday and for sharing your experience with all Trip Advisor readers.

We are very pleased for your generous remarks of the positive sides of your experience with us. Thank you for mentioning that your beautiful room choice was able to exceed your expectations. We also appreciate your constructive feedback, which is very important to us.

We hope we can welcome you again soon and provide another memorable experience.

Receive our warmest regards from Cancun!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 July 2017

This place is amazing! You could not be stressed out here, the minute you arrive you are greeted by friendly staff. All the staff members no matter where you run into them are friendly, will greet you and they are always ready to accommodate. The beach is beautiful, the entire place is clean and fresh. The food is top quality. Came here on a honeymoon and left relaxed, happy, refreshed. Definitely coming back

Date of stay: June 2017
  • Trip type: Travelled as a couple
    • Rooms
    • Cleanliness
    • Service
6  Thank Michelle S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 July 2017

Can't fault this hotel whatsoever.

Upon arrival you get a cold towel and a glass of champagne. Jose took our bags and gave us a tour of the hotel/amenities. The reception staff ask you questions about your stay (for us it was my husbands 50th birthday) and they clearly listen and take note, as on my husbands actual birthday they arranged for a birthday cake to be delivered to our room, and that evening they arranged a private meal for us and the staff sang happy birthday (we didn't ask for any of this but were over the moon with their surprise).

You literally don't lift a finger here - and even if you do try to lift a finger, the staff are straight over asking you if they can do anything for you.

The food was amazing in all restaurants - I can't single out a restaurant as they were all just as good. The chefs deserve a medal for the food they produce.

The cleaning staff are always on the go...rooms are clean and well presented. They enter your room in the morning to make your beds, provide fresh towels, clean up....and in the evening they turn your beds down, lay out your slippers, provide water bottles next to the bed, turn your bedside lights on, and close the curtains...and even provide more fresh towels if you've used the ones from the morning!! How can you fault this service.

We found every single member of staff friendly, accommodating and extremely welcoming. There are 3 members of staff that stood out for us (only because we spent most time talking to them and getting to know them personally) and they are Jose (bell-boy), Manuel (from the Lobby bar) and Rafael (I think he is management). We were also impressed by the General Manager (we didn't catch her name) but she was always out and about around the hotel checking on the pool temperature, cleaning things away, talking to guests (she spoke to us and we were waiting for an update on our room, so we could check in, and she had it sorted in seconds!) and generally keeping an eye on everything.

Can't fault this hotel at all. All the staff work as a team, highly professional and provide an excellent experience. We will 100% go back there again. Whatever they have done, they have done it right...we can't put our finger on it, but they've got it right!

Room tip: Choose a 'swim up pool room'...you literally get out of bed, into the pool...
Date of stay: June 2017
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
4  Thank JodieM829
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Excellence G, Community Manager at Beloved Playa Mujeres, responded to this reviewResponded 12 July 2017

Dear Jodie,

First and foremost, allow us to thank you for choosing Beloved Playa Mujeres as host of your husband’s birthday celebration and for taking the time to share your experience with all Trip Advisor readers.

We are amused to read your kind review regarding your stay with us and to know that you had a stay at Beloved Playa Mujeres. We appreciate your generous remarks of the positive sides of your vacation and mentioning the delicious food served that made your stay so delighting.

Thank you for your gratitude words towards our dedicated colleagues and please rest sure that your amiable comments will reach the eyes and ears of all our staff at the resort. It means so much more when it comes from the opinion of our valued guest!

It will be a great honor to welcome you again soon and provide another amazing getaway!

Please receive our warmest regards from the Beloved Family!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 July 2017

There is not one bad thing I can say about this property/vacation. My wife and I spent our 25th wedding anniversary here and it was the most fantastic experience ever. We have stayed at the Excellence twice before (and loved it) but this property beats it hands down. It is a much smaller property than the Excellence so you will receive much more personal attention. We truly felt like royalty. Room was awesome, food was great, service was impeccable...nothing bad to report. Very romantic...just what we needed. Our entire family will be travelling together at Christmas and we have decided to stay close by (another Excellence property) ...the Finest.

Date of stay: June 2017
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
5  Thank theroachfamily
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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