Hilton Playa del Carmen, an All-inclusive Resort

5.0 star rating

Exceptional accommodation with superior facilities and services.

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    What to expect (based on 20193 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    DO NOT STAY HERE!

    Reviewed by Worldtraveler2438() on Dec 15, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I am not one to complain and this is my first time actually taking the time to write a review. I feel I must warn others about my experience here. Lets start with the check in process. Immediately after I checked in and found out my room was not yet ready the hotel staff handed me off to someone appearing to be working for hilton who told me to sign up for a "Welcome Breakfast". I was told if we attended a short presentation over breakfast we would be given a $200 voucher for excursions. I attended what happened to be a 90minute timeshare presentation in an office which tried to sell me some kind of vacation club for 8K. Come to find out the voucher they gave us for attending was for some type of savings club and could not be used on the excursions we booked during our stay. TOTAL SCAM! Disappointing a major hotel brand such as Hilton allows this on there property. Second issue was that me and my girlfriend payed a lot of money to have a relaxing vacation and the room we were given had music blasting outside of it until 4:30am daily from a local bar or club. It was impossible to sleep! I filed a complaint with Hilton and asked for a refund and was told they didn't think a refund was warranted for this issue! Also our room was right outside of what appeared as a dump area for renovations that are taking place at the hotel and the smell was terrible! Last issue we had was everywhere we went there was someone trying to take photographs of me and my girlfriend to sell to us. In the lobby, in the pool, at the beach, we were always being bothered with this. Again disappointing a brand such as Hilton allows this in there resorts! Would not ever return to this hotel and don't want anyone to experience what happened to us!

    Individual ratings:

    Location

    Location-1

    Service

    Service-1

    Wonderful Experience

    Reviewed by mcburns13() on Dec 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    A most wonderful experience. Pros: Staff was wonderful, so friendly and caring. Even though the spa was closed for construction, Monica was so very wonderful in arranging two wonderful experiences. She will never know how much I appreciate how she worked with me to adjust our schedule. Lucy and Olivia provide a wonderful beach side massage. I have never fallen asleep during a massage, but yep I did. Olivia worked so hard to eliminate some knots, but bless her heart. Another in room massage was most excellent. Roses, champagne, mood. Lucy work on my wife and Yesica me. Yesica worked again on my shoulders very hard but I could not release. Mucho professional and very much appreciated. The room was wonderfully decorated with roses. I am forever appreciative of their effort. The experience was worth every dollar for many reasons. Food: Good for a resort. Variety good. Keto findings acceptable. Custom bar keto drinks acceptable. Even made a Debi recipe. Raoul (sic) convinced my wife to parasail along with me which was her lifelong dream. Cons: Don’t accept building four for anything. Hilton simply needs to buy the restaurant on the back side a close it down. Music until 4:30am was ridiculous. Our complete work team of 14 requested a move the next day. Some at 2:30 am on the first night. Never ever accept a room in building four. Dang almost forgot to Conception EK for keeping our room clean and the swan and the bear. Loved it. Regardless, a wonderful 5 days. A little to big for us, but I would stay here again 60 percent.

    Individual ratings:

    Cleanliness

    Cleanliness-1

    Rooms

    Rooms-2

    Service

    Service-1

    Pleasure

    Reviewed by gedvanberg() on Dec 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We visited the Hilton in Playa Del Carmen for the 5th time from Nov. 29/2019 until Dec.6/2019 and wanted to comment on exceptional service. DAVID our butler we have had for last 5 visits to the Hilton performned an excellent service for us. You must ask for him when checking in to be your butler. Chefs Plate resteraunt staff and food was also excellent ! Spice resteraunt also was very good. All the staff and roooms are 5 Star in our opinion ! We cannot wait to return to this hotel. Gerald ( Ged ) and Mira Vanberg

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5

    Wedding Vacation

    Reviewed by RJPritch1(Omaha, Nebraska) on Dec 15, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We had our trip planned at the Hilton for October 17-22 since last March. After getting engaged in September, we decided to use our vacation to have an intimate wedding, just the two of us!  From our first contact, Charon was our wedding coordinator and was absolutely fabulous, all details were handled flawlessly! We were married at the Gazebo overlooking the ocean, it was beautiful, just like out of a magazine! She made our wedding so very special and was by my side to help at every turn.  We loved being so close to the ocean and being at an adult only resort.  There were plenty of activities on resort and we chose the resort based on the walking distance into downtown Playa Del Carmen.  Our room was spacious with a view of the Gazebo, the gardens and the ocean. We also enjoyed the large Jacuzzi tub, the ‘magic box’, and the bed slept amazingly well!  While there were improvements being made to the resort, we were not impacted and adjusted our expectations knowing this process was occurring. The Hilton and Charon will always have a special place in our hearts and we look forward to returning.

    Amazing experience. 5 stars

    Reviewed by claudioa74(Fort Lauderdale, Florida) on Dec 14, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The entire team at the Hilton playa del carmen was exceptional. Everything from the pool service, food and beverage, housekeeping entertainment team was exceptional. Claudia the AGM was amazing and made my trip one to remember. Alfredo [pool server] was so nice and took amazing care of us. I feel like every hotel should take lessons from this team, I cant remember all the names of all the amazing staff.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5