TripAdvisor Traveler Rating

Our vacation at The Fives Downtown Hotel was absolutely wonderful! One of the highlights of our stay was spending time at the Fives Rooftop, which offers breathtaking panoramic views of Playa del Carmen. Whether you're soaking in the sun by the rooftop pool or enjoying cocktails as the sun sets, the atmosphere is both vibrant and relaxing. We were especially impressed with the incredible service. Alejandro, our favorite bartender, made the best drinks with a smile and great energy. And Tomas, our go-to server, was always attentive and friendly—he made every visit feel extra special. The rooftop amenities, views, and staff truly set this hotel apart. If you're visiting Playa del Carmen, I highly recommend making time for the Fives Rooftop experience. You won’t regret it!

Alejandro was our bartender at the rooftop pool, and he was absolutely amazing! He introduced us to some fantastic tequila so good, in fact, that we’re officially switching from whiskey back to tequila. His service, personality, and recommendations were top-notch. I was genuinely disappointed when he mentioned he’s going on vacation while we’re still here. Next time I come to Playa del Carmen, I might just call the supervisor in advance to make sure Alejandro doesn’t have any time off during my stay I need him around the whole time! I’m here with my family, and he made our experience even more enjoyable. Truly a standout member of the staff.

Share My Disappointing Stay at Hilton 1. Room & Bathroom Problems - Faulty Shower: The shower head was broken and not adjustable, and water spilled out across the entire bathroom floor, flooding the toilet area. - Noisy Doors: The bathroom and toilet doors creaked loudly with every movement—especially disruptive at night. - Unstable Bed: The bed frame was in terrible condition, creaking loudly with even the slightest movement, making it hard to get proper rest. 2. Loose/Broken Outlets: Multiple outlets in the room were either broken or barely attached. I forgot to take a picture of the worst one near my bad! SMH! 3. Rude Front Desk Supervisor - I had a full-day tour to Chichen Itza (7 AM–9 PM) on my checkout day and wanted to extend my stay by two night—even willing to upgrade my room. I asked if I could either move into the new room early or have my luggage transferred while I was out. Instead of accommodating, the staff was inflexible and dismissive, insisting I either: Pack everything and leave my bags at reception, or Pay for the upgrade immediately (even though I just needed a few hours' flexibility). Their cold attitude and lack of hospitality led me to cancel the extension and check out entirely. 4. Terrible Breakfast – Worse Than a Basic Tour Sandwich! The breakfast selection was limited. The food quality was disappointing, with bland flavors and unappetizing options. Even the simple sandwich I got on my tour tasted better—that’s saying something. It was the worst Hilton experiences I’ve had—poor maintenance, unprofessional service, and zero customer care. I would not recommend this location to anyone and will not be returning. This hotel management doesn’t even care about your experience.

I would stay here again. Pool, food, drinks and service was great! Marley Coffee house was the perfect start to every day. Service is very good throughout our experience. The pool was fantastic to spend one of our days relaxing. Ceviche and yellowtail both delicious at the pool.

La vista increíble, la comida deliciosa y las habitaciones vibrantes. Pero lo mejor: el servicio. ¡Gracias Ernesto por hacer todo aún más especial! Amazing views, delicious food, and vibrant rooms. But the best part: the service. Huge thanks to Ernesto for making everything even more special!