Hilton Playa del Carmen, an All-inclusive Resort

5.0 star rating

Exceptional accommodation with superior facilities and services.

    1. Home
    2. Destination Guide
    3. Mexico
    4. Riviera Maya
    5. Hilton Playa del Carmen, an All-inclusive Resort
    6. Hilton Playa del Carmen, an All-inclusive Resort review

    What to expect (based on 21083 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Great Service Staff but Terrible Management

    Reviewed by raenah2019() on Nov 25, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    My boyfriend and I stayed at the Hilton Playa del Carmen for four days in early November this year. We booked a Junior Suite Swim-Up, and when we first arrived we were very pleased with our room and the quality of the grounds. The food was surprisingly good for an all-inclusive (nothing to write home about, but better than I expected considering the price point) and all of the service staff were extremely friendly and provided great service. We didn't have any issues until the last night of our stay, when people on a balcony above us started throwing cigarettes down on our patio/swim-up area. My boyfriend is allergic to tobacco and the property is a non-smoking property, so we were extremely unhappy and called the front desk to ask them to get the guests above us to stop smoking/throwing the butts down onto us. They assured us they would get it handled, but after we went to dinner and came back, our room reeked of cigarette smoke because the guests above us had clearly been smoking in their room and it had gotten into the HVAC system. When we called the front desk, they said they could move us to another room but didn't have anything in the class we had paid for and refused to give us a refund for the price difference. The alternative was to have someone come to our room with a "machine" to remove the smell. Since we paid for a nicer room, we wanted to stay where we were and we opted for the second option. We waited two hours, and finally after calling the front desk again, someone showed up with a Lysol can. We had several back-and-forth interactions with the front desk over those two hours trying to work it out, during which time the hotel manager became increasingly rude and ultimately told us it "wasn't his problem" that my boyfriend was allergic to tobacco. Given that it's a non-smoking property and the hotel failed to manage the guests who were smoking, we were of the mind that it absolutely was his problem and any reasonable customer service person would apologize graciously and be generous with the solution. We decided to check out early and ate the cost of the final night because the hotel absolutely refuses to refund the cost of the final night, even though we decided not to stay there because our room was uninhabitable. It's really unfortunate that this encounter happened at the end of our stay, because otherwise we would have been very happy with our experience. This Hilton desperately needs to improve the managerial level of service. If you don't have any run-ins with the management, you'll probably really enjoy your stay.

    Individual ratings:

    Rooms

    Rooms-4

    Service

    Service-3

    Best Drinks

    Reviewed by 272maryellens() on Nov 24, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Our favorite bar at the resort. Trust them to make something special. Thank you Alan, Fonsi and Martha for making our vacation so great! Love the smoky cocktails. We cannot wait for our next trip here.

    Great vacation

    Reviewed by Dramsay1(Scottsdale, Arizona) on Nov 23, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This was the second time we have been at this property over the last few years and as in the past it was great. The All-Inclusive was not always the case they offered many upgrades to dinning choices and beverages so if you are looking for the top shelf items you need to pay. The staff was great in all areas from Carlos the wine expert, Diego the Diamond desk, Bernice in the spa, and lastly Martha in the lobby bar. I was another great relaxing time in Playa.

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Value

    Value-5

    Great Resort!

    Reviewed by zacharyp822() on Nov 23, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Fabulous resort! The poolside service is great. Fernando, Carlos, and Mauricio keep the party alive at the pool. The bars, the entertainment at the restaurants are fabulous as well. Would absolutely stay here again. The service is fabulous, the food is great, and overall we’d stay here again. You can’t go wrong with this all-inclusive resort!

    Excellent Service and Animation

    Reviewed by Armand528A(El Paso, Texas) on Nov 23, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My girlfriend and I had a very fun time. Especially in the pleasant attention of an animation worker named Fernando. He is very cheerful, friendly and also helps you at all times. The whole hotel is great, the food, the cleanliness and the treatment of all the staff. I totally recommend it.