Location
Cancun-Playa MujeresProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy:
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
27025 reviews
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Nov 22, 2024Great staff are the stars of this resort
My wife, adult son and I stayed at EPM for 7 nights. My wife and I stayed in a EC Swim Up (building 8) and our son was in a EC Pool View, I believe it's called (2nd floor of building 7) This was our first all inclusive and first time in Mexico. The first thing that has to be mentioned is the staff. From grounds crew to Excellence Club lounge, the staff are friendly and helpful. Many will remember your name and your preferences. They seem to genuinely care about how you are doing and will do everything they can to make your vacation a great one. Get to know the staff and your trip will be amazing! I tried to keep track of all their names but it quickly became overwhelming because they were all good. The stand outs were: Jullybed, EC Concierge in buildings 7 and 8. She is an absolute angel. She took great care of us. She created beautiful towel art for us on our last day! Macario, daytime bartender at the Martini bar. He made us a special drink that we got every morning. No idea what was in it but it was delicious. Oscar, daytime bartender at Martini bar and Sol bar. Super friendly. Remembered our names and would stop everything to talk to us, even if it was in passing somewhere away from the bar. Juan, server at Kitchen Table (temporarily at Agave/Basmati). We had him as a server a few times. He was on top of everything. Super kind and attentive. Heydi and Yessi, poolside servers. Absolute sweethearts. Super friendly and always on the move. They really kept the drinks flowing! Jesus, Naomi and Monica on the activity crew. They are so much fun! If you are somewhat hesitant to do activities, don't be! From crafts like bracelet making to aqua fun dancing in the pool, they will make sure you have a good time! Shows/Entertainment These were generally very good. The circus was amazing and the silent disco is a blast! Burlesque show and magic show were a bit more mixed review from us but part of that was just personal preference. Food Generally good to very good. Food is subjective so I won't go into a lot of detail here. I will say that we are not fancy people so I expected to love the Sports Bar. That was the one meal we could have done without. Fries were good but the burgers were way too much bun for the amount of meat. We did not go to Spice or Basmati. All of the other restaurants were very good. Room service food was good. Pools We loved that there were several types of poos, especially since we were Excellence Club. There were quiet pools, active pools, warmer pools and cooler pools. Hot tubs were also great. They aren't screaming hot, which I've seen complaints about, but they were certainly warm enough for us, especially if you want to sit in them for a long time. Beach The beach is beautiful. Sand was soft and water was clear. It was pretty windy most days so we only spent a little time there. Bars/drinks Great bartenders! They can really move when it's busy but they will take the time to chat with you when it's slower. If you aren't sure what you want, just give them a basic idea, like sweet, fruity, something with tequila, etc. and they will make something delicious for you. We didn't have a single bad drink. Other notes The resort is clean and the grounds are immaculate. Our room was great except the fridge wasn't as cold as I would like. The toilet being semi-private wasn't our favorite feature but was only a minor inconvenience to us. We had some friends at the resort with us and had no problems getting a table for 5 when we all ate together. In closing, I would definitely return to this resort and recommend it for couples and small groups of family/friends.
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Nov 22, 2024
2nd dream vacation!
2nd visit, 2nd dream vacation! Great seeing many great working people from our 1st visit in Oct 2022. Not going to name all those giving us incredible friendly service as there are simply too many! Thank you all, we will be back. Mike & Carole G Visited Nov 11 - 21 2024
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Nov 21, 2024Rough start but huge thanks to Yesse and Jullybed. Both did an amazing job with making our stay great.
We booked this trip with my parents which we both booked the Excellence Swim Out Suite. My room the AC didn’t work so good and my parents room had some issues at first but Yesse and Jullybed made our stay amazing. They both were working the pool area behind building 8000 and Yesse always checked on us throughout the day. She definitely deserves a raise for how great her customer service is. Jullybed made sure our swim out beds had towels on them every morning and made this sweet final day message on a towel. Thanks to these two young ladies we booked another trip to come back. The food was absolutely amazing but one huge disappointment was breakfast. Currently the breakfast buffet “Kitchen” is closed due to renovation which the current breakfast buffet is not so good. The entire staff there would rather talk to one another instead of checking on the tables. We decided to stop going there for breakfast and went to Lobster House for breakfast which Kevin was great as well. I actually asked to sit in his area because he was so good. Overall, I rate our stay as a 4 out of 5 stars. The only reason for 4 stars was due to the AC in our room still not working which we had to get a fan to help and also for the Kitchen being closed and the staff there being not so good.
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Nov 21, 2024Beware of false advertising and reviews
This resort is falsely advertising the private beach area. We were pick pocketed on the chair in the excellence club and then told it was a public beach and they did not do anything leaving us with no money or services. The resort does not answer concierge calls. The food requires long wait and the smell of the hotel is so strong your food will taste like the lobby. Beware of reviews with names in them. The staff pressures you for good reviews and asks to include their name.
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Nov 20, 2024
Another Excellent vacation
Service is excellent. Food was amazing. Bummed kitchen table was closed for renovations but everyone in agave/basmati breakfast buffet did their best to put out a fabulous spread. Make sure to ask for Tonatiuh section for breakfast. Always excited to see you and a lot of fun and out going. After Breakfast head over to the lazy river which is where we spent our entire week. You will find Waiter named German. Always hustling. You will never have to worry if your glass run dry, German is there keeping the fun going. Make sure to ask him for the Kiwi Mojito.. Yum!!!