TripAdvisor Traveler Rating

This resort was underwhelming from the moment we arrived. The property feels dated, small, and in need of renovation. It is not the kind of resort where you can enjoy a leisurely walk before dinner, as there is very little space to explore on the grounds. In many ways, the resort seems to rely on its proximity to Fifth Avenue, but even that attraction loses its appeal after a while due to its heavily tourist-oriented atmosphere. On the positive side, the staff were exceptionally friendly and attentive, and the food was very good throughout our stay. However, considering the price we paid, we could not get past how small and unimpressive the resort felt. Overall, we expected much more for the cost.

We had reservations June 5 for my birthday trip. The resort apparently just down due to health violations, and we were never informed. I just happened to see a stranger’s post on Facebook about it. After spending over 4 hours on the phone going back and forth between agents, losing connection, having to call again and be put back on hold, passed around again being told by everyone we spoke to that they had no idea the resort was closed, why it was closed, or when it would reopen. One agent told me it would be open before we arrived, so it wasn’t an issue. The next agent told me possibly the 8th. The third had no idea what I was taking about. We ended up having to cancel our reservation the night before our trip and finding another resort at the last minute. The lack of communication and help was super stressful and frustrating. I doubt we’ll ever make reservations with Palace resorts again.

I’ve been a member for over 10 yrs and I made reservations for friends starting tomorrow, June 5th, at Playacar Palace. Unfortunately, the resort is still closed for health violations and the reservations I made were changed by the Company to Moon Palace - Sunrise. However, they won’t honor the Ocean View rooms I reserved and have told me in no uncertain terms they don’t care that I’m a member, they only are authorized to move them to the lowest and cheapest class of rooms at Moon Palace. Thanks Palace! I’ll be sure never to refer anyone again!!!

The service is impeccable! Top notch restaurants and bars. Ignacio and Marvin at the pool are very attentive. Juan and Jorge at the bars are awesome! Elvia, Israel, Alfredo, Yesenia, Decier, Benito, Hermin and many more

Playacar Palace is my favorite palace resort and the reason is the people. Everyone seems to really love their job and the people they work with. Their joy is contagious! This is my third visit here and one of my most memorable due to the following staff: • Daniel of the Entertainment Staff, who doubled as the steward of the gym. When he is not hosting an activity, we would find him at the gym, wiping down the equipment and glass, and offering guests water and towels. He not only keeps the shelves stocked with always perfectly ripe and unblemished bananas but creates a beautiful display of water bottles and wrapped towels, even ensuring the bottles are all equally spaced and face the same way. As a visual person, I greatly appreciated his attention to detail and level of ownership. My husband and I also enjoyed his classes (yoga, aqua combat, GAP training, and water bike, and assisted stretching). • Another member of the Entertainment Staff that made our trip extra special was Almond, who went above and beyond to accommodate my special needs for the free bike tour. She was very knowledgeable and we greatly enjoyed her company. • Elvira at guest services, who helped smooth over a disappointment of my own making; • Dulce, who gave me a great haircut and was so patient in helping me measure my hair to ensure sufficient length for donation. She was also always so happy to see us during subsequent chance encounters. I will miss her warm smile. • Yeselia, who took care of me during hydrotherapy. I’m quite familiar with the various stations, having done it probably thirty times, but I’ve yet to meet someone who takes the job ad seriously. For example, when I told her I wanted to stay in the sauna for 20 minutes (longer than most), she made sure to check in on me after ten minutes to refresh my cold towel and ensuring that I stay hydrated. You could tell that she takes her job very seriously, even managing to refresh the shower between uses during periods of higher traffic. Zydie, Arturo, Alejandro and Fernando also deserve special mention. • Mercedes for being so thorough in my balancing facial • We were always happy to see the smiles of Hostesses Paola and Estefania; Ricardo and Jesus from Trattoria; Jose luis at lahna; Rodrigo at the pool; Deicer at Madre mia; Miguel at Momo; and Gabrielle at cozumel palace snack bar • Ruth is the one you want for your deep tissue massage. Both masseuses I was assigned to just gave me heavy handed gliding whereas Ruth, who treated my husband, did focused kneading. While we both started out with stretching, Ruth applied pressure on his problem spots. I know this because I got so bored with my massage I took peeks at my husband on the table beside me. • Julianna, Iran and Leonell at Sweet and Coffee, who make the best crepes and affogatos. I will miss their smiling faces!