TripAdvisor Traveler Rating

Fraudulently advertised. Half the resort were blocked off and not useable. Spa closed, indoor pools closed. Princess claimed no responsibility saying that it did not impact services. If you want any spa service it’s in a hut everyone walks by for meals. Princess did nothing to rectify the false advertising.

We stayed over Easter April 2025 and it's taken me a few weeks to figure out what I wanted to write in this review. Honestly there is just so much that went wrong I don't want this review to be too wordy. I figured I'd take a different approach and bullet point the facts instead. *We stated in the Platinum section. *Our Initial room (5029) on the 1st floor smelled awful. The mold smell was just too much to bare that we asked day 1 to be switch as I couldn't imagine staying 7 days in that room. *2nd room (5202) was a corner room on the 3rd floor. It was dark and had a leaky fridge. Also, EVERY afternoon it smelled like sewage. Housekeeping even called for service while we were out because they even noticed a problem. *2nd day we sat by the window as we thought it would be a beautiful view until we looked down on the floor and saw a bunch of dead bugs on the floor at the Snack Riviera Restaurant. It was 8:30am in the morning. You would think the floors would have been cleaned from the night before. *Buffet food was bland and greasy. Bacon layed sitting in a pool of grease day over day. *Dinner Reservation system was a mess. Can't book anything for the first 2 nights of your stay and once you book a restaurant you can't look up another restaurant for possibly a different time or place because the system knows you already have something booked. If you'd like to switch or even see what else is available, you have to cancel your reservation and start over. This could leave you with nothing as that happened to us. *Went to concierge for assistance. He found us a reservation for 6:45pm at LaFleur and when he went to book it was taken that quick. Tried to get my original reservation for 6:30pm at Mamma Mia and it was taken already. He said there wasn't anything he could do and now we were left with nothing. *Later that night went to another concierge upfront and explained what he did, and she made a phone call and was able to get us our 6:30pm Mamma Mia reservation again. (Now that's a concierge!) Honestly I think they are so used to their horrible reservation system that it doesn't phase them anymore. *5 days in and on Easter I'm by the pool and my daughter and husband come down to let me know that the bathroom floor was completly soaked as the toliet was leaking from the seal on the floor. *Spoke with management and they switched us to a different room (5209) same floor. *After everything we had been through I asked for compensation for this inconvenience. Who likes packing up literally everything in their room mid stay. The concierge (the same one from the reservation fiasco) could only offer us a bottle champagne and gave an I don't care attitude. We escalated to a Manager, and I couldn't believe what was offered as none of them were $ compensation. That is what we were looking for at this point, but she said it couldn't be done. That's something they don't do. She offered us: - a bottle of champagne - no thank you, then tried offering us a 1 day pass to the family club - no thank you, then a reservation to chill out (yes a reservation ONLY not even a comped meal) - no thank you, extra minutes at hydro thearapy (my daughter was under 18 so she couldn't attend) - no thank you, and lastly a 9:00pm reservation to LaFleur. After revisting her list we settle on a 6:30pm reservation to LaFleur and a comped bottle of wine. This was truely exhausting and shameful on the resorts behalf. *Went to the sports bar and didn't know that you had to put your name down on a list to play pool. Once we saw what was going on while we were eating dinner, we put our name on the list and then after 30 mins they cut you off and told you your time is up, and you have to leave the pool table. We couldn't even finish our game. *Two nights later we showed up at LaFleur and they have ZERO record of our reservation and the comped wine that the resort manager was supposed to make. UNBELIEVABLE!!! Who does that??? After speaking with the restaurant manager and waiting 20 mins he honored it thankfully. This resort is TRASH and would not recommend it to anyone! Please don't consider staying here because there is nothing worse than going on vacation and feeling like you're stuck in a crappy place! A vacation is supposed to be relaxing and beautiful, a place you don't want to leave and go back to reality. We had the opposite experience and couldn't wait to go home!! Sorry this wound up being pretty wordy afterall. Management don't even try and leave a comment saying "oh we're sorry..." because you're not. You and your staff were given plenty of attempts to make it right and you didn't!

We’re currently 1 week into our 2 week stay and I think we may have found paradise. There are renovations going on at the minute and I don’t feel this has hindered our holiday at all. The resort itself is large enough to house everyone here. The staff cannot do enough for you and that’s without tipping. Unlike most resorts who only pay attention when you get out your purse. The food is outstanding especially the beach BBQ and have found nothing has upset our stomach yet and with it being a week in I doubt it will. Will give a deeper review once home but please don’t let the negative reviews put you off! The renos are no problem at all!

I just came back I stayed from May 4th to May 10th. I had an awesome time. Food was delicious plenty of options. Very clean, lots of different pools for swimming and the beach was spectacular. The staff was very accommodating. You can book your excursions during your stay. In the evening they have local vendors and evening entertainment. The gift shop has everything including sunscreen and snacks which were overpriced. The resort was absolutely beautiful. I would definitely go again.

The hotel and princess staff were very good. The food was better than all of our royal holiday stays at their main resorts in eastern Mexico. Royal holiday’s miss information and MTS travel earned this trip rating. Buyers beware. Royal holiday tells you everything you want to hear, then kills every trip with 1000 cuts of misdirection, sending you through multiple levels of so-called supervisors and ultimately wastes large amounts of your vacation time. MTS just straight out lied to get additional business and then refused to honor their deals they offered. We were the suckers that bought into royal holiday rip off club to the VIP level under their misinformation on benefits we would receive, bonus stays and guarantees of top concierge support as VIPs. This trip, our concierge named miguelle in Mexico City did not inform us of the massive renovation, lack of VIP access and told us transportation services were not available. He was rude when we questioned anything. The so-called lead royal holiday representative on-site refused to get us VIP access and when pressed offered 2 of the 4 people in our party a comp for 2 days to have VIP access(that we were told we received by our membership level). Our advice to anyone that gets propositioned to join be very weary. They play within Mexico’s laws and use the fine print in their contracts to raise fees and deny the access they lead you to believe you had. Don’t get burned by the likes of royal holiday. Go to Expedia or other reputable sites and book your time to come visit this place. Ultimately, we are making the best of a nice place that is worth visiting.