TripAdvisor Traveler Rating

Wonderful place, looking forward to going back soon. Rooms were amazing and food and atmosphere were top notch. Thank you to our ambassadors Chris & Daniel, Magdelena for the great breakfast service, Fatima & Wendy for an amazing dinner at Case De Rosa, Kendy & Josephine for the amazing pool service Tino & Alejandro & Bernice at the beach, Ulysis & Alex & Gregorio (really funny) at the plaza bar, Guillermo for the cold tubs, Brenda for the wonderful dinner service and Raul at Seasons which was far and away the best dinner we had on this trip. Most importantly, thank you to Brenda for the amazing job on our room, great service. Michelle, Eric and Perez, thank you for the hospitality, see you soon. If/When you go to this resort, find these folks; they are amazing and go above and beyond to make your stay wonderful.

I’ll start by saying there are some huge positives about this hotel. The jungle location is amazing and it’s a real win to be able to see so much wildlife without even leaving the resort. The pools are all good, and the sun loungers were never full when we were there. On the other hand, the food was really, really poor. The buffet isn’t even open at lunchtime, and when it is open, the food is cold. It is also some of the worst options I’ve seen at an all inclusive. The restaurants are pretty decent in the evening, but the lack of a booking system is ridiculous and just means stupidly long waits. Worst of all, two of us ate veggie burgers from the beachfront burger place (in my photo) one lunchtime and ended up with really severe food poisoning. There was clearly cross contamination or storage issues as we were so ill that we still haven’t fully recovered. We advised hotel management at the time, who asked if we needed anything but didn’t offer medical assistance - now we’re home they are lying to BA and saying they offered us a dr and we refused! They have also suggested we could have gotten ill from eating or drinking too much on holiday - which just adds insult to injury really! We both got ill at the exact same time after eating only food from the resort, and neither of us had been drinking at all. The burger place was closed the next day too, so it really whiffs of a cover up in my opinion. Poor food hygiene and an even poorer response from management - would definitely advise you steer clear and find somewhere else.

For the most part, the food and drinks were very good, and there was always a nice selection of restaurants and bars throughout the resort. The staff overall was extremely friendly, welcoming, and attentive. Rolando and Ricardo at Mestizo Restaurant especially stood out, their service was exceptional and truly made a positive impression on our stay. That said, there were several disappointing aspects. We had no hot water for the first three days, which was very frustrating. It was also extremely difficult to find lounge chairs at the main pools or the beach, and availability was very limited at the inner pools as well. The resort charges $150 per day for the Balinese beds, which felt excessive and not very guest-friendly. The room setup was also underwhelming. There were no dressers or shelves in the bedroom to properly store clothing, which made it difficult to stay organized. The balconies were very small and only had two chairs despite accommodating four guests, and none of the units had ocean views. Additionally, the living room furniture, especially the sofa was extremely hard and uncomfortable, almost like sitting on a board. Overall, while the staff was wonderful and parts of the experience were enjoyable, there are some significant improvements needed to justify the overall value.

Great Resort Entertainment fantastic Food really good check out awful

We just returned from an incredible stay at The Fives Beach Hotel & Residences in Playa del Carmen, and I want to share our experience for anyone traveling with celiac. We are a family of four, two adults, a teen, and a pre-teen, and we had a truly incredible week. The property is beautiful, the food is amazing, and there is a perfect balance of relaxation and activities for families. But what made this trip exceptional was the unwavering attention to my dietary needs and the genuine care shown by the entire restaurant team. From the moment we arrived, late on a Sunday evening, Food Manager Carlos met with me personally which immediately set the tone for the week. In every restaurant, the care was consistent and extraordinary by every host, server, supervisor, and chef. At breakfast, rather than navigating the buffet and worrying about cross-contamination, they asked what I would like and prepared it fresh in the kitchen. Every lunch was handled with the same thoughtfulness. Each evening, the chef personally came out with my meal alongside the wait staff to confirm it had been prepared safely. I never once felt anxious. I wish I could include every single restaurant team member who supported me, because they were all exceptional, but I do want to say a very special and heartfelt thank you to Manager Carlos, Supervisor Wendy, Supervisor Isreal, and Chef Felipe. Because of them, I was able to completely relax and enjoy our vacation. We are also incredibly grateful to our wonderful ambassadors, Anna and Miguel, who were warm, attentive, and consistently supportive, and to Cesar for his care and guidance during our stay. Beyond my dietary needs, what stood out most was the spirit of the team across the resort. There is a genuine warmth and pride you can feel, not just in guest interactions, but in the way staff engage with one another. That positive energy elevates the entire experience. If you are traveling with celiac - or without - I would highly recommend The Fives Beach Hotel & Residences.