Some hotels feel like a scene. SLS Playa Mujeres feels like a story—one told by a cast of exceptional characters who make each stay feel like a secret you’re lucky enough to be in on. We spent a day with the stars behind the scenes, and by the time the sun dipped behind the palm trees, we weren’t ready to leave.
We started where many arrivals begin—the Motor Lobby, where the coastal breeze filters through the sleek open-air space. There, marked by moody lighting and quiet intensity, Israel Ortiz exudes the focus and gravitas of a seasoned industry leader. His journey in hospitality began in Mexico City, igniting a lifelong dedication to service and strategic leadership.
With over 27 years in the industry, his standout contribution has been opening the Korean market to the Mexican Caribbean—an initiative that saw him traveling repeatedly to South Korea to understand its culture and traveler expectations. His deep cultural fluency and sharp market insights have elevated luxury travel experiences and helped cement Cancun’s reputation with high-end Asian travelers. As Director of Sales and Marketing, Israel brings a sharp strategic vision anchored in decades of hands-on experience.
From there, we wandered over to Twiggy, where Cynthia Sosa, Director of Luxury Sales, was already waiting for us with a glass of something sparkly. With over a decade in the travel industry at luxury hotels, Cynthia brings a depth of global experience across leisure, weddings, conventions, travel marketing, account management, advertising sales, and operations. She’s worked with the top-tier programs—Virtuoso, Serandipians, Signature, FHR/THC (AMEX), Ensemble, Frosch, Internova, Kiwi, and Visa Collection, Capital One. It’s no wonder she blends strategy with soul so effortlessly. “Luxury isn’t about flash—it’s about feeling seen,” she said, her eyes scanning the restaurant as though already crafting the next perfect guest experience.
Originally from Mexico City, she made the leap to Cancún in 2012, chasing her dream of living near the ocean and immersing herself in the industry she loves. Her deep curiosity about cultures and cuisine shines through in everything she does—and her family, she insists, has been behind every step of her journey.
Through great conversation comes great wandering! While wandering around we ran into Danny Mercado as the light shifted into Golden Hour—fitting, since that’s where we found him, standing on the terrace like he owned it. A Group Sales Manager with an unmistakable calm, Danny spoke of wellness and business with the same intention. “Everything improves when you do it with presence,” he said, and it showed. Danny is a pragmatic man with a warm, welcoming demeanor that makes you feel at ease with him.
Not far from there, we dipped into the Captivate Swim-Out Suites for a quiet moment, and found Penélope Villalobos already a few steps ahead, looking like the goddess of the ocean herself. The Rooms Division Director has been in hospitality for 14 years and played a key role in launching SLS Playa Mujeres. “No matter how glamorous it looks, operations are the heartbeat,” she said, walking us through the suite’s layout like a designer with a blueprint.
Getting a tour with Penelope felt like getting to see inside the brain of a mastermind. Her experience—from Fairmont Mayakoba to SO/ La Habana—is the invisible thread tying excellence through every room.
The sun was climbing when we stepped into Fi’lia and met Andreas Trilk, Culinary Director and bona fide storyteller. Born in Germany, Andreas began his culinary life in his father’s kitchen and went on to build a global career that led him from the Cayman Islands to Cologne. “Opening this property in just 90 days? That was the biggest challenge of my life,” he told us. “But also the most rewarding.”
He brought us to Lotus Restaurant next, where we met Executive Sous Chef Giovanni Balloni—an Italian transplant with a love for the vibrancy of Mexican food. “Every dish tells a story,” he said, placing a plate of Risotto ai Funghi in front of us that made us fall a little in love. Giovanni’s journey spans states, traditions, and publications like Forbes, but his joy is rooted in the kitchen.
Before heading to the spa, which we were told we couldn’t miss, we regrouped at Lotus Restaurant—one of those rare spaces where food becomes both anchor and spark. We were halfway through one of the most magical meals of our lives when the conversation naturally turned to travel. Each person at the table had a story, from the first country they fell in love with to the next one they were dreaming of. It was one of those spontaneous moments that felt like a celebration of the very thing this place does so well: connection through experience.
Finally, we made it out to the Hydrotherapy area at Ciel Spa, where calm met us like a ritual. We thought we had died and gone to Mount Olympus. If you want to feel like a god, this is the place to relax. This is where we found Julio Bustelo, the Sport Manager and, frankly, the pulse behind the resort’s wellness movement. With more than 15 years as a coach and over 2,000 clients trained across Latin America, Julio has done it all—CrossFit, injury prevention, tactical training, even prepping pageant contestants and pro athletes.
His partnership with Nike as an NTC-certified trainer transformed not only his career but his philosophy: “If you have a body, you are an athlete.” That belief permeates everything he does. “We don’t tailor workouts to nationalities—we tailor them to bodies,” he explained to us as we walked through the spa, wide-eyed at all the beauty around us.
It doesn’t just end at relaxation here. Whether guests are easing into yoga or diving into HIIT, his team’s 204+ monthly programs offer something for everyone. And with sound healing, cacao ceremonies, and holistic recovery built into the experience, Julio’s vision is as much about emotional clarity as it is physical strength. “Wellness isn’t a trend here, it’s a transformation.”
By the time we circled back to say goodbye, we felt like we’d fallen in love with the people, the food, the place. As we walked past The Lotus once more, the lights dimmed, and the seats empty, we made a quiet promise to come back soon and hopefully, fall in love again.