Villa del Palmar Cancun Luxury Beach Resort & SPA

My family purchased a vacation package from Villa del Palmar / Tafer Resorts in July 2018 consisting of 7 vacation certificates for approximately $3,500. We were excited about the opportunity and believed we had flexibility to use the vacations over time. Unfortunately, after making payments through June 2019, we later learned that the certificates apparently had a one-year expiration window to use all seven vacations. This was extremely disappointing and frankly not how the program was presented to us during the sales process. Then COVID hit shortly afterward, making travel extremely difficult for families like ours. Despite these circumstances, we received very little flexibility or accommodation from the company. Over the years we attempted multiple times to contact customer service and work out a solution. Each time we were told different things or given information that ultimately made it too late to redeem the certificates. The experience has left us feeling that: • The program was not clearly explained during the sales process • The expiration policy was extremely rigid • Customer service was cold and inflexible when we tried to resolve the situation We are not asking for anything unreasonable. We simply want the opportunity to use the vacations we paid for without losing the entire $3,500 investment due to an expiration rule — especially considering the extraordinary circumstances surrounding COVID. We hope Tafer Resorts and Villa del Palmar will reconsider their position and allow us to use the certificates we purchased in good faith. At the moment, however, our experience has been very disappointing and not what we expected from a resort brand of this reputation.

DO NOT book here! Arrived today after being told they want to sell us on more crap after being elite members for years then we were told we cannot book dinners because all of their restaurants we’re “full” and the assigned a schedule of dinner reservations for what’s “available” with no input or flexibility. They claimed they tried to text/contact us ahead of time but that never “went through”. So here we are on vacation operating at their “availability” the Villa group continues to show its true colors! We’re very easy going but have paid for an elite membership with The Villa group for years. STAY AWAY! Elite means nothing more than owing them more money!!

The resort was beautiful, the spa experience was unique, the food was excellent and the service was impeccable.

Amazing resort! We travel here at least once a year and always have the most amazing time. The staff goes above and beyond to make sure you have a great time. Cesar and Willy at the breakfast buffet are absolutely outstanding!! They remember us every trip, teach my kids Spanish daily, they even have my kiddos favorite smoothies waiting for them and my latte every single morning. Their team is more like family and my kids looking forward to going to see Uncle Cesar 🤣

Had a wonderful time in Cancun. I have always had great customer service at the Villa Group resorts but the service at the Villa Del Palmar Cancun was absolutely top notch. I felt spoiled all week long. Thank you for such a nice vacation