Ldattinelly
Amazing resort for families! 11 of us including teenagers. Excursion was arranged by Victor. Everything was perfect. Food and service great! We were called after our stay saying we left an ipad. They arranged for FedEx to return within days. Absolutely amazing trip!
Mehron Sherkat
This place was great for me and my family! The staff was so accommodating and welcoming and they made sure for us to have a great time! The food was great, lots of varieties for different times or foods, and the pool and other amenities were really nice and fun! The only downside was that they didn’t have laundry washing for dirty clothes, and we found a cockroach in our room one night, but it was because of when we left our balcony window open, but it disgusted us, but thankfully, the staff were willing to come and take care of the problem by spraying the room so it stayed clean. This resort was great, but the staff and service takes the cake for this place! We will definitely consider coming back here next time we come to Playa del Carmen and I loved the view! This place was amazing and I would definitely recommend visiting again and recommend it for others!
Erika H
Wow! Playacar Palace was our last all-inclusive during our trip, and we regret that so much because the food was by far the best of any all-inclusive we have been to. We wish we would have been here longer! Service, rooms, and location were also fantastic. And we stayed at some really expensive resorts before this.
GG MIA
PROPERTY: In desperate need for a remodel. As you can see in my pics, several areas have been neglected and take away from the overall experience. We’ve been to different areas of Mexico, and have never before encountered a dilapidated property until now. There’s an obvious lack of personnel which is noticeable in the dirty glass balconies (5th floor) and main lobby area glass doors. I personally requested someone clean the glass doors in my mom’s room, but this was never done. The pool are is big but outdated, nevertheless it was always spotless. Thank you, Daniela, for making our pool drink experience 5 stars. The rooms have glass stains on the stone countertops and management is aware, but have not replaced them. The balconies and sliding glass doors are never cleaned and the water has a funky smell. Whoever handles their social media and marketing does a great job at hiding the dated areas of the property, so do a thorough research.
RESTAURANTS: BEWARE that it’s likely you won’t find reservations for any of the restaurants if you have a large party. We were 6 adults and a child, and I had to complaint to guest relations whose first reaction was to suggest we do the buffet. I chose this resort partly because of its restaurants, so that option was unacceptable. Guest relations got us reservations, but only after I strongly expressed my disappointment with the process. Despite my request for a property manager, no one ever connected with me.
On day 1 the food by the pool area was awful and the staff disengaged, but this vastly improved on day 2.
Madre Mía was the highlight of our dining experience, the food and the customer service were impeccable and the restaurant was gorgeous! Kudos to the Chef! The Italian restaurant was also great, but what’s puzzling is that there were no reservations through the app, when the restaurant had at least 10 empty tables.
The buffet has a wide variety of options for breakfast and lunch, and Manuela is the most gracious and thoughtful host you will ever find. Locate Manuela and sit at her section, she will ensure you have an enjoyable experience.
LOCATION: Not good if you want beach access. There’s a tiny strip of beach, but it was full of seaweed which is beyond the property’s control. Even with staff cleaning the seaweed for hours, they couldn’t put a dent on the amount of seaweed that came to the shore. One benefit of the location is being right next to the ferry pier, where you can catch a ride to Cozumel (40 mins). Once at Cozumel we visited the sister property, Cozumel Palace. This property was remodeled recently and it showed! It was small and felt very intimate and the customer service was top notch! KUDOS to the wet bar bartender at Cozumel Palace, he truly knows how to deliver a 5 star experience.
Hilda R
2.5
My recent stay at this hotel left me feeling quite underwhelmed, especially considering the price I paid. At over $700 per night (3 people/room), my expectations were certainly high, but unfortunately, the experience did not live up to them.
Upon arrival, the check-in lobby made a positive initial impression with its large and impressive tree. The main lobby was quite lackluster though. The room itself was pretty basic and for the price, I expected more.
The hotel boasts four on-site restaurants excluding the buffet, offering a variety of cuisines: Latin, Japanese/Asian, traditional Yucatan, and Italian dishes. I highly recommend making a reservation. Despite the diversity in dining options, the overall experience left much to be desired. The buffet was catered more to the suburban Midwest tourists (no offense), which was quite bland and the food options are quite disappointing and limited. We only tried Madremia. Has a good list of drinks and the dessert was the highlight of the dinner. The chocolate ice cream came with a “cocoa bean” which was a nice touch and the popcorn ice cream was presented like a tamale. They also have a separate café which was much appreciated instead of going to the buffet to ask for just coffee.
We should've tried Momo and Lahna but we ate out the other nights.
While the staff were friendly, their efficiency and communication were lacking. Some info was not clearly explained at check-in. I had a phone call at 8 AM to inform us of certain perks. This call interrupted our sleep, which was quite frustrating since we didn’t get to bed till around 3. Additionally, we discovered that guests have access to amenities at one of their sister hotels in Cozumel, which offers snorkeling. However, the snorkeling experience was just providing you with a snorkel. This hotel also does not have a sandy beachfront, just rocky shore. Playacar is next to the ferry terminal for Cozumel, so it’s convenient if you’d like to check that out.
The tides were pretty high when our girls went swimming. It would’ve been okay if not for the creepy lifeguard who chided them not to go farther even though there are people who were farther from the shore and when they came back to the pool, this creep decided to follow them! I didn’t hear this until the day after though. And when I tried to talk to the front desk, they didn't seem to give a s..t!
During our stay, I did not witness or hear any of the advertised pool activities, even though the website claimed these were available in the mornings.
The only redeeming quality of this place is the location. It’s walking distance to everything, bars, restaurants, shops, etc.
In conclusion, my stay at this hotel was very underwhelming. The high cost did not match the experience, and several aspects, including staff efficiency, room quality, and activity offerings, left much to be desired. I had more fun at a hotel we stayed at in Cancun for the same price I paid for 4d/3n there for a night here, and that includes my flight!
3.7
