SLS PLAYA MUJERES 5 stars

Customer review rating (ALL Rating) 4.4/5 1,368 reviews

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Manzana 1 Supermanzana 3, 77400 CANCUN, Mexico

Description

Hotel extras

  • All-Inclusive World-Class Dining

  • Expansive Beachfront with Activities

  • Welcoming for Families of All Ages

  • Signature Suites and SLS Elite Amenities

Our accommodation(s)

Hotel location

SLS PLAYA MUJERES

Manzana 1 Supermanzana 3
77400 CANCUN
Mexico

GPS:21.236207, -86.802496

Telephone

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Shuttle
  • Restaurant
  • Fitness center
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.4/5  1,368 reviews

Customer review rating 3.5/5

Albert H. Families - Confirmed reviews ALL

We chose this resort based on strong reviews, great photos, and the availability of connected rooms for our family of five. Expectations were high, especially given the brand’s reputation and the price point. We did reach out about a week before arrival to try to make restaurant reservations, but were told everything had to be done after check-in. Unfortunately, when we arrived around 5pm, the concierge desk was already closed and there were no reservations available anywhere that night. We ended up at the buffet, which was fine — but very basic for what’s positioned as a higher-end resort. The same thing happened the next evening, which made it feel even more disappointing not to be able to experience a restaurant, which is where a lot of the value of the stay comes, for two nights in a row. To be fair, the restaurants we did manage to book later in the stay were excellent, both in food and service. The drop-off in quality between the restaurants and the buffet, especially when you’re already eating there for breakfast, was pretty noticeable. My wife did get sick on the first night and she suspects it was from the buffet, but cannot confirm as the rest of us were okay. The family pool area also felt undersized for the number of guests staying at the time. I understand we were there during a very busy holiday week, but it made the resort feel crowded rather than relaxing as we vied for chairs and towels. We ended up spending more time at the beach and in our room — both of which were nice and comfortable. The internet connection is spotty at times, but they push you to use your phone for everything from menus, room service requests, etc. so when it's not working well this becomes additional friction. I looked at a bar menu for Golden Hour and went to the bar and the menu was different and they couldn't make the drink I wanted. Small issue, I know, but this is an example of the disconnect from the service quality I'd expect. Also some of the bars like Privilege was closed during our stay so there were no convenient bars nearby us. Overall, the stay was good, but the level of luxury and service didn’t quite match what we expected. The staff was pleasant, just not very accommodating, which made the experience feel more like a standard Cancun resort than a premium one. This may be a better option during a quieter season, but during peak periods the crowding really impacts the experience. With so many great options in Cancun, I likely wouldn’t choose this resort again. I’d still consider another SLS property elsewhere, but this stay didn’t deliver the level of service and experience I was hoping for.

Dear Albert H., We very much appreciate your comments regarding your stay at the SLS PLAYA MUJERES. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Customer review rating 0.5/5

Lyudmila K. Families - Confirmed reviews ALL

My family and I had 2 rooms in the resort. From the beginning we asked to relocate our rooms since it was looking outside onto construction/warehouse parking lot after we were promised a better view, cars were constantly unloading, honking, and making noise unloading stuff from them.Then throughout the stay we had to call to refill water, to bring clean towels, the clean the rooms since they were not clean by 5pm. And dinner wait times were abysmal with reservations made ahead of time. We had waited one night one hour to even be seated and then had to wait 40 minutes for a waiter to even come to our table to give us water and greet us. Another night we were not even seated with a reservation made several days prior with the hostess saying only a couple minutes to us countless times. By the time we realized that we were not going to be seated, our last resort was the buffet but it was closed since it was already so late in the night, leaving us with no dinner one of the nights. Another night we got seated and waited 2 hours for appetizers and left after 3 hours with no main course we left the restaurant because sitting at a restaurant from 8:30 to 10:30 is ridiculous. During our beach days, there was no water bottles given to us countless times since they said there were none but then we see other groups getting water bottles given to them in front of us. Scarcity of umbrellas throughout the beach, where our umbrella was taken in front of us and given to another group. Towels barley given to us where it got to the point of us having to go and get them ourselves. Staff was very rude to us when we complained about this stuff since we expected to walk into a 5 star resort but ended up receiving a resort that felt more like a 2 star hotel. One particular manager continuously told us she would take care of us and help us out but yet nothing happened and she went silent every time until we saw her again to which she replied that she is working on it, her name was Marisol.

Dear Guest Thank you for taking the time to share your experience with us. Your feedback is invaluable, as it assists us in enhancing the services we provide to our guests. I am truly sorry to hear about the challenges you faced during your stay at SLS Playa Mujeres. I understand your frustration regarding the view from your rooms and the noise from the nearby construction area. While we strive to accommodate room requests, circumstances occasionally limit our ability to fulfill specific preferences. I apologize that this impacted your enjoyment of your stay. Additionally, I regret to hear about the delays in housekeeping and the dining experience you encountered. It is our goal to provide timely service, and your comments regarding the wait times for seating and food are concerning. We will review our dining procedures to ensure our guests receive the quality of service expected at our resort. Regarding the distribution of water bottles and beach amenities, I acknowledge your disappointment and understand how this affected your beach days. Our intention is to provide all guests with equal access to our amenities, and I will ensure that this feedback is communicated with our team to improve our service delivery. Lastly, I sincerely regret that interactions with our staff did not meet your expectations. Our aim is to provide exceptional service, and it is disheartening to hear that you felt otherwise. I will discuss your concerns with our management team, including Marisol, to ensure we address these issues effectively. Once again, thank you for your feedback. We hope to have the opportunity to welcome you back in the future and provide a more satisfying experience. Best regards,

Customer review rating 3.0/5

Arun D. Families - Confirmed reviews ALL

My family had a great time overall, but I strongly encourage improvement in key areas for this property to reach its full potential. Positives: Beautiful well laid out property, lots of nice amenities for families, and good service overall . Loved the coffee and ice creams at the Press and the fitness classes at Sculpt. Also did a great job with the New Years celebration. Dinner at the Mexican and Mediterranean restaurants were excellent overall. Rooms are spacious and well laid out. Negatives: Pool is frigid and was unfortunately unusable during our visit. Hot tub is also not even remotely hot. A real downer on such a vacation. I like that there are so many food options, but execution in some restaurants leaves a lot to be desired. Appetizers at Union, the Tavern, and the Italian restaurant arrived ice cold. Steaks at Union were undercooked. Pasta at the Italian restaurant was hard and crab legs were absurdly expensive yet dry and overcooked. The smoothie/juice bar is a great idea but the staff there often had weak English which made ordering a challenge.

Dear Guest Thank you for taking the time to share your thoughts regarding your recent stay at SLS Playa Mujeres. We appreciate your feedback as it is invaluable in our ongoing efforts to enhance the overall guest experience. We are delighted to hear that you enjoyed many aspects of our property, including the beautiful layout, family-oriented amenities, and the overall service provided. It is also gratifying to know that you found our dining experiences at the Mexican and Mediterranean restaurants to be excellent, as well as appreciating the New Year’s celebration and the fitness classes at Sculpt. Your positive remarks highlight the dedication of our team, and we will be sure to share your kind words with them. On the other hand, we sincerely apologize for the issues you encountered with the pool temperature and the hot tub. While we strive to maintain optimal conditions for our guests, we understand that these aspects can significantly impact the enjoyment of your stay. Your comments regarding the quality of certain food items and the challenges with communication at the smoothie/juice bar have been duly noted and will be addressed with our culinary and service teams to ensure improvements are made. Thank you once again for your constructive feedback. It is through insights like yours that we can work towards fulfilling our commitment to providing an exceptional experience for all our guests. We hope to welcome you and your family back to SLS Playa Mujeres in the future, where we will endeavor to exceed your expectations. Best regards, SLS Playa Mujeres

Customer review rating 4.5/5

Bojan V. Families - Confirmed reviews ALL

Professional,kindly staff,clean rooms ,..and restaurants (with a great food service and menu).

Dear Bojan V., We very much appreciate your comments regarding your stay at the SLS PLAYA MUJERES. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely,

Customer review rating 0.5/5

Kameron C. Couples - Confirmed reviews ALL

I stayed at SLS Playa Mujeres from December 31 through January 3 and upgraded to an Elite SLS room for an additional $900, based on the advertised promise of a premium, luxury experience. Unfortunately, the experience did not meet those representations and reflected a noticeable decline from my prior stay at the resort in January 2025. From the outset, key Elite services were not delivered. Despite paying for personal concierge/butler service, no dinner reservations were secured for the entire stay, even after repeated requests. The buffet was consistently presented as the only option, which defeated the purpose of purchasing Elite access and priority dining. At check-in, we were told reservations had been made for two evenings, but those reservations did not exist. Basic in-room functionality was also an issue. The television in our room did not work, and the in-room phone was inoperable, limiting our ability to contact staff or request assistance. A room change was only provided [ for the final night after 5 pm] after we escalated the issue directly to the front desk, despite prior communication with concierge staff. These are fundamental expectations at any resort, particularly at an Elite price point. Customer service throughout the property was inconsistent and, at times, rude or dismissive. Staff frequently appeared and noted they were overwhelmed and understaffed, and several interactions lacked the professionalism expected of a luxury resort. Rather than proactively resolving issues, staff often declined responsibility or provided minimal assistance. There was also a clear shift away from the luxury service model previously offered. During my January 2025 visit, pool concierge service was available, including staff assistance with chairs and umbrellas. During this stay, guests were required to set up their own chairs and umbrellas at the adults-only pool, with little to no staff support. This self-service approach represents a meaningful departure from the level of service previously provided and from what one would reasonably expect given the resort’s branding and pricing. While I understand that this was a holiday period, holiday demand does not justify the failure to provide core services that are explicitly marketed and paid for [particularly for guests purchasing an Elite upgrade.] At a total cost of approximately $3,000 for three nights, the overall experience did not align with the advertised Elite SLS offering or the standards of a luxury resort. In summary, the stay was marked by nonfunctional in-room amenities, failure of paid concierge services, inconsistent and sometimes rude customer service, and a noticeable erosion of luxury service standards compared to prior visits.

Dear Kameron C., Thank you for taking the time to tell us about your experience at the SLS PLAYA MUJERES. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Sls, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely,

Other web-users rate our hotel

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.