Lety Gomez

The Italian Restaurant was absolutely delicious. The presentation was impressive. Our server Isaac is such a good server! He is so personable and accommodating. We love seeing him every year when we come here!

Steve Gibson

Just ending our holiday at this resort. Yes the food is a bit repetitive, but you will never go hungry. Met some great people on our stay. The one thing that stood out for me was the manners and attitudes of all the workers. Always happy and go that extra mile. The wild life is absolutely phenomenal. Also the ground workers work so hard.. A big thank you to all at Allegro Playacar..

J Gibson

Staff in the bars and restaurants were excellent. Poolside games were quite good, when there was one. Food was ok. Would have been nice to have more different themes to make it more interesting. Room was disappointing because the shower was cold the first day with no power. When they fixed the temperature there was still no power. Would have been better standing in the rain. Roof leaked when it rained. I asked someone to come out and dry the floor but no one came out. Housekeeping kept taking dirty towels and not giving us the same number of clean towels back. The bed was comfortable and the TV worked. Requested things from reception on a number of occasions and nothing was done. On the plus side it was a beautiful location and kept very clean and tidy. If it wasn't for the staff and location it would have been a worse review.

Trace Mahan

Really great resort. Rooms were good size, two pools one busy and other relaxing, right on the beach. Great excursions to buy if you want and a few free activities included too like catamarans and kayaks. Great drinks and beautiful and nice people working. Would come back!

Jeremy Colt

We did not have a great experience staying at Allegro Playacar and will never return when visiting Cancun in the future. The room we had was terrible. The air conditioning didn't really work, it smelled like urine, and the straw roof leaked water and dropped debris all over, which included worms/bugs that fell all over our bed, side table, and floor. We had to switch rooms the last night because there were so many little worms or some kind of larva crawling on our bed. I'd guess around 100-120 larva were crawling around in the room at some point, probably more. It took over an hour to switch rooms (around midnight) and the guy that helped us seemed very annoyed. The food was also horrible but it could have been our particular taste since others seemed to enjoy the food. To us, the food tasted fake and full of chemicals with strange after tastes. Again, I'm happy to admit it could have been our particular taste, which is fine. Some positives; the staff and service overall was great, the beach and pool were fantastic. The property was clean and nice (outside our room) but the issue(s) with the room really tainted the overall visit. We will never return and plan to visit different inclusive resorts in the future. If we had to stay again, I'd make sure to ask for a room that (at minimum) has a net or something to catch anything that falls from the straw ceiling.

Sheri-lee Campbell

Sandos you deserve your 5 star rating....BUT do better for the sick monkeys, and the rescued bull and donkey!!! My cousin and I travel to Quintana Roo every year, always somewhere different. Sandos Playacar is now our favourite resort. Absolutely gorgeous grounds, amazing service and food, with the most beautiful beach and turquoise waters! However, there are 2 Howler monkey's who are in need of urgent medical attention - they seem to be infected with mange, with large amounts of baldness and visible itching/scratching, and the smaller one has an injured hand. Please trap them, treat them, and release. The bull and donkey became our friends, and it's lovely they were rescued; however their pen is void of any mental stimulation!!! Please do better for their happiness. Also, why is the adult only breakfast next to the kiddie pool? We could not enjoy this special feature of our vacation due to the noise from the kids. Please consider moving the adult only breakfast to the adult only area.

Doris Irwin

Check in was seamless. Our first room was nice enough except the balcony door did not lock and the handle was ready to fall off. Being on the ground floor we didn't feel comfortable. We changed rooms with no problems. The rooms are dated and not in great condition. Water pressure was really bad and the sink didn't drain very well. They are clean so that was good. There are only 2 outlets in the room so it's difficult to manage with phone chargers, laptops etc. The pool and the beach were great but there again the pool needs some repairs. The front desk pushes for you to scan the QR code for the hotel app. The app is not very helpful as the restaurant menus on the app or not the menu you receive at the restaurants. Even with the discrepancies the food is still very good, just don't look at the app it will disappoint at the restaurant. One situation in particular was the Mexican restaurant. The app offered a variety of dinners that sounded outstanding and they offered a 10oz lobster tail for 740 pesos. When we arrived and received the menu at the restaurant the menu was very different and the lobster tail was now 1300 pesos. We discussed all these changes between the app and the menus with management and they had no answers. If your app and your menu are so different remove the menus from the app and then there is no disappointment. The buffet had alot of options and the food was quite good. The most enjoyable was the privilege lounge. The service and cocktails were outstanding.

TINA BISSONNETTE

Marlon from entertainment was great at entertaining us at the pool. The hotel was beautiful and so accommodating. The weather was amazing. We dealt with Armondo with wedding services he took care of every detail and kept us on track. Our guests loved the resort and the venue of the wedding. Over all it was an amazing trip.

Lena Clark

EDIT: Multiple members of my group ended up with food poisoning. I'm upset that the staff tried to gaslight me both in person and in their response to my review. By my count, at least 10 of us got sick. I travel often, my stomach can handle traveling. They literally gave us food poisoning. I got food poisoning from here. At check out they said I didn't notify them correctly. I told them that since there isn't a phone in the shower that I was unable to call them during my 8 hours of throwing up. No sympathy from them, just a fine for the mess. I had already done as much cleaning as I could while barely being able to stand up straight. When questioned as to why I didn't assume their procedures for sick guests, I mentioned I've never gotten food poisoning before and that I'm sorry my actions (while stuck on the floor of my shower vomiting) were not up to their standards. Other than that, I enjoyed my time here. But that was an unfortunate end to an other wise great experience.

Alejandra Moreno

This was our second time coming here, and we were hoping our experience was just as amazing as it was the first time. Unfortunately, it wasn’t. From the moment we FINALLY reached the reception area after waiting 45+ minutes just to check in, it was already disastrous. We requested 2 beds, but since my sister and I share the same last name, they assumed we were a couple so they gave us one bed. That wouldn’t have been a problem except that when we finally went into the room, there was a puddle of water right when you enter, and it was hot. The AC was broken and it was leaking. After calling maintenance they suggested we switch rooms. When we went to the Meeting Point and spoke to Alexa and Yaz, they told us we would have to wait because they had to talk to reception. We waited half an hour, went back and Alexa and Yaz (who did nothing by the way) told us that they hadn’t spoken to reception yet and thought it was funny and laughed at us. We were in disbelief. We went to the reception where Josue (who was the one who helped us when we arrived) took over and FINALLY we were in our room. We arrived at 5:10pm, and FINALLY got our room at 11:30pm. This was just the first day. The rest of the stay was just alright. There weren’t that many events, and for it being half adults only, there isn’t much for adults to do aside from drink. Everything closes at 11pm. There should be a club or something. Overall the stay was just below average. Would I recommend? Maybe only for families.

Victoria K

I want to give this a higher rating as the people and service was impeccable. Unfortunately the rooms and facilities are showing a great deal of wear and tear. You can see through the paint to darker colors, lots of patching that leaves pumps, the buildings that house the rooms need a good update. The grounds are beautiful. Worth the money but don’t expect a 5 star resort as far as facilities. The Mexican show on Saturday was fun but they don’t publicize it and hardly anyone knew about it. Could have been a lot fuller. The people are incredible from the front desk to room service, to concierge. They all seem happy to serve. Ricky was a friendly concierge. Reya’s Lopez was so sweet when she cleaned the room. She was diligent. Fernando at the front desk. David, another concierge. All great people!

Vincent Giugni

I just spent a week at The Royal Hideaway. It was truly a great experience. Mario Hernandez our personal concierge took well care of us. Mario truly knows and delivers the highest level of luxury hospitality. The Royal Hideaway should be honored they have an amazing employee. I want to thank Mario for all of the great recommendations and literary he prepared for us. I would also like to recognize Irene who works in the deck restaurant. She was very kind and treated us so well. I was honestly blown away from how kind and accommodating the staff were here. Some other amazing staff were Fernando (Front Desk), Alfredo (Server at Azia). The Hotel rooms were also lovely as well with the touch of classic luxury. I will definitely will be back and look forward to seeing all the lovely staff. They are truly the back bone of the hotel operations and I truly appreciate every one of them.

Justine McNamara

Had a lovely time at this resort. I saw posts complaining about the lack of chairs at the beach and pool, but there were more than enough in both spots during our stay. It was not difficult to make reservations at the restaurants with our villa’s concierge, and all meals we had were great. The staff are very friendly and helpful. I will say the AC was a little weak in a couple of the bars and restaurants but we had no problem with it in our room. We enjoyed a tequila tasting, karaoke, salsa dancers and a jazz band as entertainment. The big advantage here is that it’s adults-only, so the property was clean and quiet. It was the perfect way to spend a relaxing vacation.

Aaron Quick

We just got back from a 7 day trip here. We didn’t do any excursions so all of our time was spent on the resort. Everything was well kept and overall the resort is older but amazing. The service at the bars were top notch. The activities during the day were good but honestly could’ve been more options. The night life was dead for an adults only location. The food was very good but the A/C was not the greatest, but also tolerable. Our concierge David was maybe the worst experience as he was never around and when he was he wasn’t very friendly. But I would definitely recommend this resort if you are looking for a relaxing vacation.

Stephanie Kruger

This resort met almost all of my expectations! Upon arrival we were greeted by Juan, who took our bags and escorted us to the lobby, where check in is done sitting down surrounded by beautiful decor. We were even brought Rose' upon arrival! Juan then escorted us to our room, which was beautiful, the air conditioning, which is mentioned in many other reviews worked great, and it was perfectly clean. Pros- -Secure location. A gated hotel within a gated community. -Fantastic staff - special shout out to our waiter at the Palazzo. -Great, relaxing vibe - only one group of obnoxious adults (which of course changes daily or weekly, I'm sure, and certainly not controlled by the hotel). -Great jewelry and art shop run by the kindest gentleman, Daryo. -Good food quality overall, great at Palazzo (we didn't get to try Ventanas, which was always booked, or Azia, which was closed while we were there). -Many cute hidden little pools, in addition to the main pool by the ocean. Areas for improvement- -Sometimes restaurants are closed due to the volume of guests staying at the resort (i.e., not enough people, some restaurants are closed). -The bed. You could tell it had been quality at some point but ours had pretty significant body dents in them. Alas, I still slept well! Pillows and sheets were so soft and lovely. (Casa 23, room 23). - The activities. Unlike a cruise where they plan for a lot of people, I feel like all-inclusive's purposely don't make enough space. Very limited options for a limited number of people :( For the price, I honestly think it's a pretty great value. I would stay here again. The grounds are beautiful and there truly are a lot of little hideaways.

Lon Southerland

An Unforgettable Stay at Playacar Palace Hotel for Our Family Wedding We recently stayed at the Playacar Palace Hotel in Playa del Carmen for our son and daughter-in-law’s wedding, and it was a wonderful experience. The staff was incredibly inviting, kind, and engaging, making us feel right at home from the moment we arrived. The food was excellent—we thoroughly enjoyed every meal—and the entertainment added a nice touch to our evenings. Starting our day with a great cup of coffee from the lobby’s coffee shop became a delightful routine. Alan, the barista there every day, was amazing. He was very friendly and took great care to ensure our beverages were exactly how we liked them. Also gave us some great tips on the area!! We appreciated his warm conversation and exceptional service. The beach was beautiful with calm, clear water every day of our stay. There was plenty of room at the pool, and we had fun participating in the various activities around the pool area. The overall atmosphere was relaxing yet lively. I would definitely recommend the Playacar Palace Hotel if you are considering a stay in Playa del Carmen. The combination of excellent service, beautiful surroundings, and engaging activities made for an unforgettable experience. We’ll definitely be back!

Semhar Tekeste

I am going to start just by praising all the servers and bartenders for working so hard around the clock! They were exceptional. However, this hotel is so old and the online pictures doesn’t do its justice. DO NOT BOOK TO THIS HOTEL. I said this to say that I learned it the hardest way. I traveled with my family to celebrate our 8 year’s anniversary and we were all sick. The room is too cold you can’t adjust the temperature, smelly and slippery. All around the hotel is slippery. And no place in the lobby is comfortable to sit and enjoy. Either it’s too freaking cold or too hot! My two year old falls down and hurts his knee no one really cares. Food is terrible. Not many options there. Drinks are awful. Beach is so dirty and stinky with a lots of seaweeds. Entertainment is a joke. Above all front desk are rude and not helpful. For how much we spent we left with disappointment. .

Alan Mahler

We travelled to Playacar palace for a family trip - four couples and three kids under the age of 2. The service was absolutely impeccable - all the staff was so so lovely and helpful. The service and staff made this a top level experience. The food left something to be desired, and not a lot of variety and very average (a few things subpar) though the Asian restaurant was our best meal there. The hotel itself seems like it needs a minor facelift, but nothing horrendous - I think the price reflects as such. The pool area was very nice, as was the beach. The staff provided great pool entertainment and really seem to enjoy what they do!

ger cio

I was at this resort on January for a week on a membership.We arrived to the resort early and couldn't checking until 3 pm. at the arrival we were greeted by the staff to schedule a meeting with the "sales department to review our membership benefits". We were offered a new upgrade, we were tired and hungry and sounded good, so we opted to upgrade. We were promised a room with partial ocean view, but instead we were place looking at the back street.The facilities are deplorable, the mattress was torn and uncomfortable, the pillows were disgusting stinky. The lounge bed were broken, the bathrooms are stinky and on poor shape. The outdoors showers to rinse sand were not working, nobody assisting to remedy the problem. The pools were dirty with garbage floating in them. We requested a visit with the sales department to cancel our recent "upgrade/ investment". It took a while and a lot of explanation to get out of this "deal", but we were able to get out. I'm very disappointment with this resort. we have come to this resort for the 7th time. Since the first time to today, we have seem a decline in the facilities upkeep. We were offered the first time upon request the partial ocean view room, after deciding to cancel the upgrade we were promised another room (governors suite) but I was not in the mood to switch rooms and waste more time dealing with these people. Management were very adamant to continue asking to reconsider not canceling the upgrade, but the fact is the facilities are not a 5 star hotel. I wrote a review on trip advisor, the review was deleted. I was contacted by the resort staff telling me that they were going to "resolve the issues" , but I never heard from them again. (typical). Any how, I decided not to continue visiting this resort, I will try a different option in the future. P.S. There were other issues that I can not write on this review.

Stephanie Rojas

No Regret Return to this little gem in Playacar! We are Palace members and have not been to Playacar Palace in several years. It was even better than what we remembered! We chose it for the competitive pricing and proximity to 5th avenue for shopping, walking and wash and fold laundromats. What stood out the most was the attentiveness of the staff and the food quality and selection. We did the presentation in exchange for an unforgettable spa experience…..Rosa and Gina our massage therapists in the Golden suite were fabulous! The presentation itself was professional and tailored to our current situation. The only part of this process we absolutely did not care for was the woman who registered us. We showed up on time and when she asked about later commitments that we had well past our agreed upon timeline, she insisted on proof. This was unprofessional and disrespectful to say the least. We were about to walk out before it even started but we did not out of respect to the people who had made time for us in their schedule. The hotel itself is getting a little tired looking but there is constant maintenance and cleaning which I imagine is par for the course with the constant sun and heat. We arrived early and appreciated being warmly welcomed and allowed to use the property while they got our room ready. Our very first meal was served by Andres by the pool overlooking the beach. He welcomed us warmly and set the tone for a consistent high level of service and attention. Our pool attendants Daniela, Ricardo and Sylvia constantly came by and made sure to keep the ice water, European coffees and drinks coming as we wished. Sol, I believe she is a customer relations manager also came by to see us repeatedly to ensure our stay was good and offer to help if anything was needed. Jorge, our room attendant kept our room clean, cool and provided little chocolates and treats in the evenings. Alan at Sweet and Coffee made our double shot lattes every morning and they were perfect! We also were quite delighted to run into Cesar there who took amazing care of our family in Cozumel Palace a few years ago. Israel and Silva at the Cafe Del Mar were beyond attentive and their smiles and consistently pleasant disposition always made us feel so nice. The restaurants!!! All excellent, the only one we did not care for was Lana. We would not recommend. Madré Mia was one of the consistently amazing spots for us. Special shout out to Christopher, Ivan, Santos, Herlin, Daniel, Fernando, Alfredo. Santos made us the most delectable dishes with care and such a pride for his work. Every server we had was upbeat and attentive! If you decide to eat here the Kairos cocktail and leek salad are superb! Anselmo took care of yummy mixology both at the lobby bar and Madré Mia, he was our favourite bar tender! We went to Momos twice, once for the cooking show and the other for a la carte dining. Both very good! Our expectations for sushi quality in a resort setting were absolutely exceeded. Fabiola took care of us on both occasions and she was just the sweetest! We are still scratching our heads wondering how everyone seems to remember us by name. It’s quite impressive to be honest! Today we are leaving with nothing but appreciation for a wonderful week and the people who took excellent care of us. Heading to Sun Palace and looking forward to a few days of an adults only Palace property before heading back to reality. Playacar Palace will be a tough act to follow. Let’s see how it goes. Muchas gracias a todos! Hasta la próxima!