TripAdvisor Traveler Rating

I had the absolute worst experience here. So bad that I left early and booked a way better hotel somewhere else. When I arrived, Yissell the front desk attendant ignored us for about 30 minutes until we asked could we check in with them and they said sure. Then she gave us the wrong key to an upgraded room. Once we asked could we just keep the room since you made a mistake she said sure but we would have to pay. She said it was $40 a night. I asked did she confirm that price and she said yes it’s confirmed it will be $160. I said ok and waited for 30 minutes to pay and then she came over and said never mind it’s $40 per person now. I said no can you honor the price and she flat out said no. So that’s mistake two. I asked for a manager but conveniently the manager wasn’t there. So I decided to move on and wait to speak to the manager in the morning. I head to the rooftop pool. I ordered some food and drinks. The tab came to $82 and the bartender chargers me $826 instead. He said sorry it was a mistake(mistake number 3) and he canceled it. But to no one’s surprise the cancellation didn’t go through and it posted to my bank. We decided to leave early because no manager even tried to salvage the situation. We ran into a manager on our way out and she said o I heard about that sorry. Smh if you heard about it why haven’t anyone reached to us? Stay away from this place. Especially if you’re of color.

If I could leave zero stars I would. DO NOT STAY HERE! We have arrived to this hotel and been here for 2 hours and when we got here we got no service from the front desk. I stood in line for 30 mins before having to ask hey can you help me and Yissell finally said yes. She was terrible. She told us one room after another 30 mins long check in, with one working elevator we find out we got the wrong room key for the room next door. The room was spacious but had one bed we booked the double bed room. So after going back downstairs yissell admitted she messed up and gave us the right keys. Then we asked if we can just keep the original room as the double bed room was too small. She said we had to pay an upcharge. Yissell gave us the price of $40 per night and confirmed that the total would be $160. She stepped away for about 20 minutes and then came back and said oh the price is $40 per person per night and Yissell said she made a second mistake. So of course we are like ok you made two mistakes and as the customer who made zero mistakes can you just honor the original price and she said no. Coincidentally there is no manager here that can help. Ultimately she did nothing to fix the situation. This hotel likes to gauge their customers. I will never stay here again. Update: went up to the pool to try and salvage the day and ordered 3 drinks and two apps and the server charged my sisters card for $824 you guessed it by mistake!!! I feel like I’m being robbed in real time.

this experience was horrible, would not recommend. the hotel staff messed up with me and my family’s room, they wouldn’t do anything to help with there mistakes. no managers on duty. they don’t honor there prices. even tho we offered to pay the original price that yissell gave us and a few minutes later they changed the price. she was very disrespectful i would not come back.

We stayed in a 2 bedroom suite, which was wonderful for our family of 4 (with 2 pre-teen girls). Both bedrooms had their own bathroom and separate patios. The primary room had a kitchen, table, and couch, with sliding doors between the kitchen/dining room/living room area and the bedroom, as well as between the bedroom and the bathroom. Though we had a 2-bedroom suite with 4 people, we only received 2 breakfasts daily, which was unfortunate and odd. But the food was delicious, and we appreciated the mix of fruit, cereal, pastries, and Mexican dishes. This hotel is on 10th and 2nd, so it is 1 block away from 5th Avenue (Quinta Avenida). This makes it very central to the Parque de Fundadores, restaurants, and shops but also very loud most nights. You can see the ocean and Cozumel, but there are a number of building that obscure the view. The middle of the hotel building is open, which is very neat but humid in the summer time! You can feed the family of turtles in the courtyard pond. The rooftop pool is nice, but the wood decking is coming apart in many places. The staff was kind and helpful.

We stayed here for 10 nights. A modern property with spacious rooms. Amazing location, a couple of minutes walk from the beach and the 5th avenue with so many shops and restaurants. The view from the infinity pool on the rooftop is great, but there aren’t many sunbeds and they’re not exclusive to hotel guests. However, the door to access the pool is locked, so no one can reserve them, which we found great. Although we did notice the staff would reserve some for “special” guests… The food and drinks are pricey, so we didn’t order much. The breakfast was lovely. A good bit of variety. More cold food/fruit/vegetables than hot breakfast items. Towards the end of the holiday, it felt a bit too repetitive as only a few items changed daily. The staff were overall pleasant, but quite greedy for tips we found. I would recommens this hotel for its central location and rooftop pool, but it’s not very good value for money. We would have spent less money if we had stayed in a 4/5* all inclusive hotel in Playacar.