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Reviewed 17 October 2017

We stayed at Beloved for 3 nights in early October... Based on reviews , I actually expected to be really " wowed " . The rooms were absolutely beautiful and the service was super, but we really didn't like the food very much. Overall we can only give the food 2 - 3 stars out of 5 and the food is very important to us. At the ala carte breakfast , we got eggs not done the way we asked for , the toast was not toasted on one side & burnt on the other side , no hash browns ( they said there was a problem in the kitchen) , cold tea water ..... the next day we tried the buffet breakfast buffet at "Aroma " and the service was not too good ... we had cold tea again , the food was okay , but I had to ask 3 separate staff members for some salsa ( pico de gallo ) ..... by the time I got it , I was finished with my omelet. At the first night's dinner I got steak . and asked for medium rare...it came out well done and there was not much to go with it ( tiny little potato au gratin portion and no veggies with it ) . The second night I got lobster thermidor and the lobster was good but there was nothing with it again .tiny portion of rice..so where were the veggies ? My husband got grouper and it was very small with little flavor and no veggies , no sides , no imagination or creativity. The 3rd night we both got filet mignon and asked for medium rare and it came out raw . Sent it back and it came out well , sent back again and it was finally medium rare , again very skimpy on the "sides" . Also , The tropical drinks , even bloody marys were not good , coming out too sweet or too sour , they just were not good, not flavorful .... We went to another 2nd resort after Beloved and loved the drinks and the food ... I swear , that we are NOT fussy , but we really did not enoy the food or drinks here ....So even though the resort is very pretty and luxurious , it just falls short for us...I would not recommend and would not go back.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Cleanliness
    • Service
7  Thank griffsgram
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 October 2017 via mobile

My sister and I stayed here for almost two weeks and had a wonderful experience. The staff were very attentive and tried their best to ensure our stay was as close to perfect as could be. Although far too many to name, some of the staff who really made our trip special were Monserrat (a manager), Jose De Jesus (bell boy), Mairobi (entertainer), Jesus, Eduardo, Oscar and Alex (waiters at the pools and beach), Victor (breakfast at Isla Grill), Jared and Jarlin (beach concierge), Alberto? (Lupita Lounge), Esmeralda, Jorge, Salima, Javier and Angel (breakfast at Aroma) and Eric, Rosa and Juanita (Spa).

Generally, the food was delicious (especially shrimp tostadas on the beach and the lobster in El Mar), but room service food was inconsistent in terms of quality.

What my sister and I found really helpful during this trip was having bathrooms with frosted glass. There are at least three rooms with this option as most of the rooms have clear glass for doors and a big pane of glass separating the bathroom from the bedroom area, offering no privacy.

The only reason we've decided to rate this review a 4 instead of a 5 is because of the lack of soundproofing in the rooms. There was one night in particular where the noise from the room above was unbearable. The staff were very apologetic and Monserrat organised for us to have a cabana for the day and two extra hydrotherapy sessions.

Overall, the trip was fabulous, just what we were looking for! We were sad to leave. Thank you Beloved!

Stayed: October 2017, travelled with family
4  Thank amrita84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 October 2017

This is our 15 time to Mexico staying at lots of different hotels, and possibly this was the best due to the personal touch we received throughout our stay from all the staff. Were we met by a Bell Boy who's name was Jose de Jesus and after booking in was more like our own private concierge giving us a small tour of the grounds before taking us to our room, nothing was too much for him in sorting little things out for us; to make our stay more comfortable and memorable, we stayed in a junior suite which was possibly the largest and best we have ever stayed in, the shower was amazing!.

The hotel only has 109 rooms, so a maximum of 218 guests, with 4 main restaurants, a sushi bar, natural bar and a snack bar on the beach and several others. No queuing or waiting ever for a table, which was superb.

The first day on the beach we were met by Jerad the "Beach Concierge" who looked after us like royalty throughout the holiday, with the help of Oscar, Alex and Luis nothing was to much for these guys and looked after our every need.

Of the 4 restaurants our favourites were both the Isla Grill were they served mainly meat dishes. Filiberto, Varela, and Sarah waited and looked after us superbly. The El Mar which was situated on the beach and served primarily fish dishes which were excellent. A special mention to Esmeralda and Miguel, who were inspirational on how to look after their guests whether it be in a restaurant or anywhere in the hotel again nothing was to much for these to bring joy to our holiday.

After dinner we invariably ended up in the Lupita Lounge listing to a tribute band; and being waited on by the enigmatic Alberto with his infectious smile.

If I was to make any recommendations ref. the restaurants to the "Food and Beverage Manager" Valeriano, who was very keen on how any improvement could be made; it would be the white wine needs to be served very cold and not luke warm, also a more varied European menu would be welcome.

  • Stayed: September 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank ChrisTranfield
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 27 October 2017

Dear Chris,

Let us thank you for choosing Beloved Playa Mujeres as the destination for your getaway and for recommending us to all Trip Advisor readers.

We are very glad for your generous remarks of the positive sides of your vacation and to know that you’ve got so satisfied with the excellent service provided and the delicious food served, which gave you a relaxing experience. Please rest sure we will share your amiable words with the related departments and colleagues on the property. It means so much more when it comes from the opinion of our valued guests!

We also appreciate your constructive feedback, which is very important to us. Your inputs help with our continuing efforts to provide an excellent service and a great stay.

It will be a privilege to welcoming you back soon for another memorable stay.

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 16 October 2017 via mobile

My wife and I went to the Beloved hotel for our honeymoon and stayed 6 nights. We stayed at one of the ‘casitas’, where you get your own swimming pool and a jacuzzi, and has a 24 hour room service.

The hotel itself its really nice, its built to a good standard, but its not the most modern hotel out there. The food is actually pretty good for an all inclusive hotel, where it doesn’t have this cheap touch of having to queue up for a buffet, you are walked to your table and served like at a normal restaurant.

The bar has ok spirits and they make decent cocktails. In your room, you‘ll find 4 or 5 bottles of spirits, and wine and beers on the side. The best part is that you can order anything you want to your room.

Now to the bad part, the staff is overly friendly, and you know they are just after a tip. Wherever you go, and specially if you go to the beach, they will come to you and ask you intrusive questions, which we found very unpleasant and unprofessional. On another occasion a bartender just started sharing her sad family situation making it pretty awkward and uncomfortable for us.

Most importantly if you decide to still go to this hotel after reading this review, I recommend not to bring any valuables, our honeymoon got ruined after two nights, after we decided to rent a car and go to Chichén Itzá and left valuables in our safe, thinking that it would be safer to leave them there than taking them with us. We had received a generous amount of money as a wedding present from my uncle, which we left in the safe, and when we got back to the hotel, we found a voice message on our phone from the concierge saying that they had to close our safe as apparently we had left it open, (we had definitely left it closed). We had to get them to open it to find out that a quarter of the amount we left in the safe was missing.

We reported the incident to the reception and they asked us if we wanted them to investigate, which of course we wanted them to. What they did was search us and our entire luggage to try and find the missing money. In the process, they looked through the rest of our valuables and had the nerve to ask us if we didn‘t buy this stuff with the money we were missing. The security manager came the next day to report that they hadn’t found anything and instead of apologizing for the incident pointed out that we had a lot of valuables we could‘ve spent the missing money in. We couldn’t believe the treatment, is this really a 5 star hotel?

The last day at check out, we asked to talk to a manager, as we needed some closure and discuss our experience with someone more reasonable. The receptionist was reluctant to call the manager, quoting that he was in a meeting. The manager finally came 20 minutes later and came with a really bad attitude and instead of listening to what we had to say, he started arguing with us and telling us that we made the story up, so much for professionalism and customer service. It was not even about the money, they just completely ruined the experience for us.

I wouldn’t recommend anyone thinking of going to this hotel for something as important as a honeymoon to leave it in the hands of a bunch of disrespectful and unprofessional staff.

Stayed: July 2017, travelled as a couple
28  Thank Ian T
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 26 October 2017

Dear Ian,

First and foremost, we would like to thank you for taking the time to bring this problem to our attention.

On behalf of all the staff and the management at Beloved Playa Mujeres, we kindly extend our sincerest apologies for not exceeding your expectations, since one of our main objectives is the satisfaction of our guests with the food quality, services, and facilities. The lack of customer service and friendliness 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 also deeply regret the unexpected situation with your money. Our guests’ safety is upmost important for us. The hotel counts with high safety security standards and procedures for the comfort of our guests. One of those standards includes the presence of electronic safe boxes free of charge on each suite. Its use is recommended as a preventive action, and this is a general policy in most hotels in the world. Moreover, is our duty to emphasize that all our employees go through a strict inspection every day before their departure.

Your comments are very important to us because give us the opportunity to know better about the aspects we need to work on in order to give the best service, the kind of service our guests deserve. Please rest assured that all the info you have raised have been addressed and that appropriate corrective actions have been taken.

Our corporate customer service department remains at your disposal at customerservice@belovedhotels.com in order to further discuss the matter or in case you require any future assistance.

We truly hope to have the privilege to welcome you back in a near future and reinstate your confidence in our services.

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 15 October 2017

The location was wonderful. Great beach with great beach services. Not into beaches, 3 pools to pick from. Restaurant menus were varied and well done. Food was excellent. Activities were were entertaining. If you want offsite activities, they are provided. Could not ask for better service.

  • Stayed: October 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank twohullsailor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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