TripAdvisor Traveler Rating

This was my first time at this hotel. There were some con's and some pro's. We got there before 3 pm, but they are very strict about not checking in until 3. They said our room was ready, but had to wait, fine. So we finally check in and get to our room about 3:30 and the maid is just starting to clean! Had to wait outside the room for about 15 minutes for her to finish. The rooms are very outdated and very little space for storage, even though they are quite large. There was only one hook on the show for 3 towels. I assumed there were no blinds in our room, turns out the auto shade was broken. After asking 3 times to get it fixed someone finally came to fix it. We only got the buffet breakfast for 2 adults and not our child, it was the special when I booked. I had no idea that if you don't get all inclusive, you can't get any food from their snack bars. You need to go eat elsewhere. My husband left the day before my son and I. I kept his bracelet for the breakfast since we had paid for it. We were told it can't be used for anyone except him, so had to pay for my sons meal as well. The staff was generally very nice and helpful for the most part. I really liked Mazatlan, but if I return, I will stay at another hotel. It is in a nice location and close to many restaurants and stores.

My family and I were treated very poorly, when we where having breakfast one of the cooks was trying to give us food that was very hard and honestly not even edible, so when we had asked her if she could make a fresh one she said no you can have one of the ones that were already there when she was making some fresh for her coworkers. As well as one of the waiters when I was sitting down for breakfast with my parents told me very rudely that I was not allowed to sit there with them. And at check out it was worse than anything we were trying to check out early because we had to catch our flight and they kept trying to make us wait outside for someone to get there to cut our bracelet off, and we kept saying there was no young lady right there and the check out personal his name was Rafael started yelling at my family saying the young lady was there when she still wasn’t, like we were just trying to check out as soon as possible to be able to catch our flight back home. The only good personal that treated us super well were the security guards and the bag handlers (porters).

The breakfast buffet was a highlight of our stay. Pools were plentiful but overcrowded so we did not enjoy them as planned. A lot of national tour buses arrived during our 3 night stay and apparently all jumped in the pools at the same time. The area around the hotel is enjoyable including fine silver jewelry shops with great prices. Restaurants like Panama are walking distance. Don’t miss their Guava cheesecake. Also at night you can enjoy the famous bacon wrapped hotdogs nearby. The hotel is located at the start of the miles long Malecón and a stroll or bike ride is an easy option. Public transportation with A/C is readily available and so are Ubers, taxis and open air trucks and converted VWs “pulmonías”

I hate leaving such a bad review, especially of a family run business, but I can honestly say the experience we had at this resort was the worst experience we ever had staying anywhere. The food was fine, we only really ate the breakfast, which was mediocre. The ceviche place was really good, and the snack bar was ok. The staff, specifically the bartenders and servers were great, but management was rude and condescending. When reading other reviews I saw people mention the bands on the beach and the noise, and I wish I had paid more heed to those reviews because, WOW. It was loud. All the time. No one was exaggerating the band noise, and if you think you will be fine with it, trust me after day two you will not be. The cherry on the top of the crap sundae was on our last night there we had put some items on our patio to dry off before packing them, and apparently we forgot to lock the patio door. We were on the main level, and at about 9pm a security person walked onto our patio and OPENED THE PATIO DOOR AND BEGAN TO COME INTO OUR ROOM. We were shocked and quite shaken up about the intrusion, and I went to the desk to tell someone what happened and I was literally shaking with anger/nerves. The lady I spoke with was nice and said she would speak with management, but the next day when we were leaving I just wanted so badly to get out of there so I never followed up on it. Hopefully they had a nice long conversation with the security about how absolutely inappropriate that was.

I'll start with the good then the bad. Playa's best qualities is the location, staff and cleanliness. Playa is located in a very nice and what felt safe area with stores and restaurants all within walking distance as soon as you leave the resort. Almost all of the staff I met were very very kind and helpful especially the waiters. The hotel was always clean from my room to the restaurants, the room service and maids kept this place clean. Now onto the Bad. This place was PACKED the whole time I was there, I am not over exaggerating. Every pool was full from opening to closing and had no where to sit or enjoy yourself while in the pool as it felt like you were shoulder to shoulder with the other guest. With the Pools being packed you'd think you could try your luck at the beach...WRONG, the beach already doesn't have many seats for Playa guests and with how over crowded it was there was no chance at finding an open spot to relax. This place also isn't packed with for foreigners or tourist instead was mostly locals and natives to Mexico so don't expect to see many tourist like you would at many other resorts. With the amount of pools that were there and people, they did not provide much seating areas around the pools so it was hard to find a spot to lay our stuff down while swimming. The pool bar near the adults only pool was closed and I suspect it has been closed for some time now as many reviews for the past few months have mentioned this, the issue with this is the pool that had the closed bar was the least populated pool so I spent a lot of my time there but because their wasn't a bar near by you'd have to walk over to get a drink from a different part of the resort making it less enjoyable then it already was(this pool was also very cold and not heated). I don't know if I just had a bad experience and went at the wrong time but I would not recommend this resort instead would stay somewhere else because even though I didn't enjoy the resort, Mazatlan is a gorgeous city and had so much to do.