TripAdvisor Traveler Rating

I enjoyed my time here. The weather was a bit crazy but the service was great. I met Christina and she made sure I was taken care of. She is very nice and hospitable. She accommodated my needs. The food was good. I got the burrito and the watermelon smoothie with alcohol. If you go see if you can find Christina she will take great care of you. Ricardo is great as well he got me a great drink and made sure the jacuzzi was on. Judit took care of my spa needs.

Place has gone downhill! Main pool bar shutdown. The decking around the pool was is such bad shape the area should be shut down. Boards popping up and tripping hadzard. Bar in lobby shut down and was told it would open at 3. Never happened. This place needs to work to bring it back to what it used to be. May wait a year before I return to this location. This was always our go to place. Look elsewhere.

?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.

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 ??

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.