Majestic Elegance Costa Mujeres — Hotel in Quintana Roo

Beautiful grounds, well maintained. White powder beach is gorgeous. Sargassum was 'mowed' each morning and throughout the day. Swimming area at the beach/ocean is very limited. Many lounge chairs as well as shaded/bali beds available on both family and club side.

We booked an Elegance Club level swim up suite for 5 nights. We requested a room in building 2 or 4 (has the most sun), closest to the beach, about a week prior to check in. Upon check-in, we were assigned a room in building 4 very close to lobby (furthest from beach- however completely understand that room availability at any given time may impact request). After we checked in, which did not include a 'welcome drink', we got a brief tour of the property and an escort to our room. Only to find out our bracelets to enter our room were not activated, but our escort was able to get in and showed us how to use the A/C, lights and room service. We then returned to the lobby to tell the man that checked us in that our bracelets didn't work. He insisted they were activated, but then said 'ohhh' and reprogrammed our bracelets without any sort of apology- he just seemed annoyed with us, like we did something wrong.

Our room was spacious and clean. Bed was amazingly comfortable. Jacuzzi outside was broken. Cold water spout was fixed, but the jets didnt work, even after being 'fixed'. Jacuzzi was moreso an outside bathtub.

There was no drink service while in our plunge pool/ swim up pool, however we did see pool servers service rooms closest to community pool areas, even those with jr suite--so guessing drink service is based off random room assignment/location rather than room classification. We specifically booked club level suite due to assumption of service. We would have rather booked a rooftop private plunge room or a jr suite in the family section had we known there was no drink service to our room when in the swim out pool area.

The Entertainment Team was engaging and encouraged participation and made sure everyone knew the daily schedule of activities. There is also nighttime themes/events including: mexican night, white party, silent disco, 80s night, wrestling night. All were very entertaining.

The main pools, both club and family, had a towel game played, where towels were left on loungers in/closest to the pool, with no one using them for hours. Many guests were frustrated by this.

The servers and bartender at the club pool were excellent. The Piano bar has the best expresso martini! The bartender at the family infinity pool was also very attentive.

As for 'club' benefits-there wasn't a huge advantage. We saw/met many adults using the 'club' lounge/pool/beach areas, despite having a reservation in the 'family' area (i think they had a blue bracelet as opposed to the gray 'Elegance club' bracelet). As a club member, we were assigned a butler- he sent us a daily itinerary and said hi to us if he happened to see us in passing. Having him didn't seem to enhance nor benefit our stay, but at the same time, we didnt specifically him for anything. On a side note, we never received a complimentary bottle of alcohol as part of the 'club' upgrade.

The food was overall very good. There was a great variety within each restaurant and many restaurants to choose from. Room service is also available.

The hydrotherapy/spa/massage was a little pricey, but we felt it was an overall good experience. We saw others getting towel service in between pools along with neck warmers and waters offered while waiting for their massage, none of which we were offered/provided. Again there was a clear disparity in the level of service provided, despite our upgrade to 'club' level.

Check in and out was frustrating and unwelcoming. Took over 20 minutes to wait to check out as there were many people arriving, but again staff seemed bothered and annoyed.

Travel time is about 45 minutes to/from airport.

Overall, an absolutely beautiful resort with many amenities and friendly/fun line staff/servers, however would not 'upgrade' to 'club'...

The experience was far below what was advertised and expected. There were issues from check in to the end of our stay Below is a comprehensive and documented list of the issues we encountered: HEALTH & SAFETY CONCERNS: -Bugs in the bed and a live lizard in our room, which posed a serious health and hygiene risk. -The entire resort, including our room, and shower water, smelled strongly of sewage. This odor was persistent and made the environment extremely unpleasant. -The drinking water provided by the resort also smelled and tasted like sewage, which was deeply concerning. -I contracted a gastrointestinal illness after eating seafood at the resort, resulting in the cancellation of our planned spa experience.

CLEANLINESS & MAINTENANCE ISSUES: -Our initial and replacement rooms were both dirty, with visible stains on the floor. -The balcony of our original room, was littered with cigarette butts, making it unusable and unpleasant. -The private plunge pool area was filthy and in no way resembled the promotional photos. -Remote control for the TV was broken. -App for the resort (which is used for communication and booking services) was sporadically functional during the entire stay

CUSTOMER SERVICE FAILURES: -Our luggage was taken to the wrong room twice, delaying our ability to settle in. -A staff member walked into our room while I was undressed, a serious invasion of privacy. -When we had questions, we were left waiting hours after being told someone would get back to us in 20 minutes. -When a room change was finally arranged, the resort offered a spa treatment as compensation, but we were forced to sign a waiver stating we would not pursue any further complaints — a completely unethical and coercive practice.This felt as we had to sign this, or else we would not get access to a new room . -One of our butlers, a woman assigned to assist us, truly did her best to help and went above and beyond to try and make things better. Unfortunately, many of the issues we faced were well beyond her control and rooted in deeper operational failures within the resort.

FOOD & DINING ISSUES: -Buffet breakfast was consistently cold or lukewarm at best, and service was inattentive. -The Italian restaurant’s breakfast service had us waiting 10+ minutes minimum just for basic attention. -During a beachside dinner, we were swarmed by bugs, making it impossible to enjoy the meal. Our waiter was often not present during the experience to get additional drinks etc. -The romantic breakfast offered as compensation arrived cold, and my husband’s entire breakfast was missing.We ended up forgoing the entire meal -At the teppanyaki dinner, the chef flung rice at me, getting it into my hair — an experience that was both embarrassing and unprofessional. -I also witnessed used ice being dumped into a communal bag, raising further health concerns. NOISE, DISRUPTIONS & FALSE ADVERTISING: -The water system for the adjacent plunge pool went directly through our room, causing constant loud noise. -Weddings were held almost every night of our stay, directly outside our room, and the music would continue late into the early morning hours with no noise control. No warning or conversation was held with us , prior to received our replacement room.

OTHER CONCERNS -We asked for late check-out early in the trip, and it took the entire week to get a simple answer. -Hydrotherapy spa experience was poorly managed, with staff frequently forgetting about us and leaving us to figure out the circuit on our own. -Staff were openly and aggressively pushing for 5-star reviews, even when service was subpar.

Overall, this trip was deeply disappointing, unsafe, and not at all reflective of what was advertised. We will not...

My family and I just returned from the beautiful Majestic Elegance resort, in Costa Mujeres, and were extremely pleased with our 7 day stay on July 28-Aug 4th.!

We were kindly greeted at the entrance with cold towels and refreshments. Immediately after arriving, we took notice of the warm and welcoming atmosphere, and dedicated staff. Upon check-in, Guest Service Manager- Ms. Karla Loeza and her guest service team, especially Elizabeth & Cesar, were very professional and worked with us in finding the best accommodation for our family of 5. Our beachfront room was very clean, spacious, and simply stunning! Shout out to Marco and all the bellboys who were extremely amicable, hard working, and always willing to lend a helping hand. Once we got past the lobby we were amazed to find how gorgeous and meticulous this property was in real life!! It featured a spacious white sand beach with plenty of loungers, a beautiful infinity pool, and picturesque landscapes - all of which were very well maintained. It was also a pleasure to have met the resort Director Mr. Sasa Ivanic and Sub-Director Mr. Giovanni Acosta, whom were very approachable and courteous, and would frequently walk the grounds ensuring that all was running smoothly for their guests.

As a family with many dietary restrictions (nut, egg, milk allergies), we were comforted by the diligent service and impressed by the level of communication among the all food service staff. My son was accommodated at every meal with his own chef, who separately prepared his meals and always were very friendly and thorough. Our son Massimo especially wants to thank Chefs Sebastian, Joy and Ivan for all their outstanding service. He felt very safe and comfortable throughout the entire week! Overall, we all really enjoyed the variety of restaurants this resort had to offer. A personal favorite of ours was the Hibachi at Kabuki! Oscar was very entertaining and talented! He really made my wife's birthday memorable, as did Liz, Gabriel, Bogart, Brian & Jordi. Special thanks to our amazing waiters Amalio at Il Botaccio, Ernesto, Xiunel, Fredi, Sergio, Oscar, Guadeloupe & Luis at the Mar house, Abdi & Guadeloupe at McJestic, and Erik & Roberto at Flavors! You were all so helpful, patient, and extremely kind throughout our stay!

Our teenage children really enjoyed playing beach volleyball with Silvia, Domonik and Eduardo, as well as dancing with "cowboy" Tino and Pao at pool Zumba! Thank you Jamie, Eduardo and the entire Entertainment Staff for the best foam party ever! The night life on the family side was also very enjoyable! Throughout the course of the week, my family attended many exciting shows such as the Michael Jackson Tribute, Mexican Wrestling Night and the Fire Show! We shared lots of laughs with the Entertainment Manager, Jaime, who welcomed us and made an extra effort to make our stay personable and enjoyable. Also, be sure to visit bartender Erik and his team down in the evening lobby bar for their unique specialty drinks. We cannot forget about the very hard working Bo Derek who happily walks the beach serving endless refreshments to everyone who crosses her path!

While we were sad to leave this wonderful tropical gem and our group of new friends, we will cherish all the great memories made and very much look forward...