Zentropia Palladium Spa & Wellness — Hotel in Quintana Roo

Please be careful if you booked any wedding services at the spa through the employee Guadalupe Martínez Munguía

I got married on the resort on May 25th. I booked through the Zentopia Spa and specifically was emailing with Guadalupe. My wedding coordinator ( Aleciram) was also on the email and the “all files” reflected all of the spa appointments I had booked. This was again confirmed 2 days before my wedding when I met with the WC.

I had arranged a Bridal suite for myself, my 6 Bridemaids, mother in law and my flower girl. All of us were getting hair and makeup ( besides the flower girl)

We arrived at 9:30 am for our 10 am reservation. Everything seemed to be going great , they brought our dresses into the bridal suite and got us all set up.

After 45 minutes the manager ( I cant remember her name) pulled me outside to speak with her and Guadalup. The manger asked if I had confirmation emails from the spa for all of the services. I happily pulled up the emails that had all of our confirmations. She then told me that they ( Guadalup) had only booked an appointment for MY hair and make up, and they did not have anyone on site to do everyone elses’s hair/make up.

I was very emotional at this point, and had my mother in law and sister in law come outside so we could figure out a game plan.

The manager tried telling me that it was my fault since I did not provide the room number for each bridemaids when booking my appointment 8 weeks prior to our arrival. After again reading through the email the manager started to apologize and said that Guadalupe never booked any of the appointments besides mine, and I had provided all of the correct information to the SPA.

The manger offered to do my bridemaids hair in the short time we had left, but they would all have to do their own makeup.

Durring the entire day the manger kept making references to the “ very small mistake “ and called myself, my MIL and my sister in law crazy to eachother and the rest of the girls there. It was extremely disrespectful the entire time.

Thankfully my bridal party is good at doing hair and makeup up and were able to...

They put the Spa in Spa & Wellness! This was by far the best spa experience I have ever had. First was an introduction of services by Rafael who basically "sold" the spa to me sight unseen. He then offered a tour and showed me what the spa had to offer.

The day of my service I showed up early as suggested and worked my way through the various options prior to the scheduled body scrub and massage. I took advantage of the hydrotherapy circuit. I started with the dry sauna, drank water, short shower and then moved to steam room then it was time for my body scrub. Before that though I had a few minutes on a massaging water bed. Whew. It was phenomenal.

Then it was the body scrub. The door that I hadn't even seen opened onto an outdoor shower to remove the scrub. Then was the best swedish massage I could ask for. After that, I finished up the hydrotherapy circuit with the hot water pool, the cold water pool (which I was unable to stay in for the suggested 5 minutes), and then I had a snack. The cafe offered smoothies, teas, finger sandwiches, granola, fruit, and cookies.

After snack I did the mud bath and sat for about 30 minutes. They offer 3 types of mud so it depends on what you need. I needed the one for toning skin. After thoroughly showering I made my way to the private pool with the curved lounges to relax. It was a...

The facilities look impressive when you first walk in. Unfortunately for us, that’s where the positive experience ended.

The locker area is cramped and doesn’t allow anywhere to change in privacy. Cleanliness leaves a lot to be desired. The hydrotherapy circuit would have been great if it was managed or maintained. Two of the sauna/steam rooms were not working properly (too cold). The worst was that people were shouting and diving into the jacuzzis and filming themselves and others on phones. This is despite the house rules clearly on display. I don’t blame the spa for some misbehaving customers, but after reporting and multiple staff walking by the group without saying anything, then the staff are to blame for not enforcing.

This all meant a really stressful experience and we came out more wound up that when we arrived! We cancelled our massages as a result.

It’s a pity to leave such a negative review as the rest of the resort is fantastic and the staff selling the deals at the resort pools are so nice and helpful.

TIP: Do NOT pay full price. There are staff around the pool areas in blue T-shirts that will do you a deal for at least 50 percent off the...