The Fives Downtown Hotel & Residences reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

1737 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

The hotel closed their pool suddenly at 4pm, there was no rain at the moment!

??? ? on Jun 23, 2024

?Let me begin by stating that I’ve never written a review for any hotel/restaurant, but this was by far one of the worst experiences I’ve ever had. ?The hotel closed their pool suddenly at 4pm, there was no rain at the moment, the sky was bright. It rained all morning (the pool was open!) and we specifically waited for the weather to calm down to go and spend the day there. However, suddenly they decided to close it when the weather was perfect. When we went to ask the manger of the front desk about it, he was very indifferent, disrespectful, and didn’t try to find us any solution. He told us that an accident had occurred earlier and that was the reason for closing. However now that the weather was perfect, there was no reason to do so. He didn’t even offer any kind of compensation. We paid for this hotel specifically for the pool and instead of the pool we got nothing and for no reason. ?I wanted to write more but I think it is a ?waste of time. You can clearly see that they don’t care about their guests.

TripAdvisor users rated this property 5 out of 5

Superb

Naaz T on Jun 18, 2024

We stayed at this fives for almost 3 weeks, had an amazing experience, this was our second time there, the hotel location is perfect close to 5th Avenue where all the great restaurants and entertainment is and close to the beach as well. The staff is amazing we had a couple of concerns but was looked into right away, Christina in public relations made sure of that plus she always checked on us to make sure we were ok. Breakfast service was just great, specially Irwin he got to know within a couple of days what we liked and kept our hot tea and coffee ready for us. Sheila, Carlos gave us great service at breakfast and all the other staff as well there. Their rooftop is amazing after a hot day it was perfect to cool down at the pool on the rooftop, the food at the restaurant here was superb and if you just wanted to snack their nachos with guacamole was so good, the bar at the rooftop was so much fun, what service we got wow Xavier the bartender was amazing always smiling with such great service everyone called him happy he made that place shine, among with all the staff at rooftop, Adrian was great as well. I can give so many staff names but the review would be too long, all I can say is they all went above and beyond to make sure customers were happy and comfortable. Front desk staff and the management team were great. We still wanted to stay longer as we love Playa De Carmen and this hotel is in perfect location. You won't be disappointed. Thank you all the staff for making our stay so wonderful ??

TripAdvisor users rated this property 1 out of 5

Terrible food, and terrible reception who downgraded our room upon arrival.

Voyage30126565660 (Valladolid, Mexico) on Jun 15, 2024

We had to wait ages for the room, not enough staff around. Then we were downgraded, and after complaining we got another room. Never been to a hotel that downgrades without compensation. The breakfast was gross, completely inedible. The hotel was recommended to us but nothing all inclusive, only one course, one drink, rest you had to pay for. Really rubbish.

TripAdvisor users rated this property 1 out of 5

Terrible experience

Christina R on Jun 10, 2024

This hotel was the worst experience ever. We are diamond members and travel to Hilton hotels almost always. The whole experience from check in to check out was very disappointing. They have a time share guy on the property who approaches you almost immediately and misleads you by offering false assistance in an effort to get you to attend his presentation so don't fall for that. They don't provide you water bottles each night which is a diamond member benefit. When we asked they said they only had water fountain available in the gym for refill so very inconvenient for guests. The free breakfast we typically get was explained and we were given a wristband for that and told we had several options to to take advantage of this benefit only to find out later it was o my applicable to 1 restaurant (not the coffee shop). Upon check out our bill included a ton of additional fees which were not explained when we checked in and added gratuities for the staff that were added daily. When my husband asked to speak to the manager he was told he was not available. My husband called back an hour later to get the managers name and they would not code it. Eventually the manager got on the phone and would not provide his last name. This is the most disrespectful response to a client who is trying to communicate with a person who is identifying himself as manager. Also don't get the taxis that park outside they are a tourist trap. They charge double and triple what you can get if you walk just a couple blocks away or book your ride to airport through Viator or pre book before you arrive. Cancun is ridiculously expensive and most places charge an automatic 15-18-% gratuity and proceed to tell you it is for the staff and additional tip is recommended. Seriously ?! This is the most ridiculous thing I've ever heard! Just the most terrible experience Cancún is a tourist trap and there is nothing g relaxing about it. Don't plan on visit again so disappointing.

TripAdvisor users rated this property 5 out of 5

My favorite boutique hotel.

sylvijka (Bensalem, Pennsylvania) on Jun 09, 2024

Outstanding hotel with excellent service. Roof top is absolutely fantastic. The hotel is in a great location. Very close to 5th ave and the beach. There are lots of restaurants close by. Breakfast has been great. Room was clean and spacious. We will be back in December.

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