TripAdvisor Traveler Rating

First, it's been several years since we have stayed at this property. I used to go with my family before when it wasn't affiliated with the Hilton so I was interested to see the biggest difference since it was acquired. The main negative thing I would say is, there are too many cabins poolside and not enough regular lounge chairs (I get it the Hilton wants to make as much extra revenue as they can, but considering about 2/3 of them are empty it would be nice to have more space by the pool or just a quite place to read a book without having to walk around the pool 2-3 time trying to find an empty set of chairs. The coffee shop has been a nice edition and the same goes for the poolside cafe which helps for quick snacks. I want to give a special shoutout to Daniel our waiter at the Spice Restaurant (he made it a point to go out of his way and greet us by NAME each day we saw him, it just makes you feel special when people still have this level of detail). And also to Francisco G. at the front desk who went out of his way to make us feel welcomed the minute we arrived and personally called to the cleaning staff to help get us a room so we could enjoy a full even though we were checking in early. Please keep this up! This is the level of detail and passion we were used to expecting when it was previously The Royal.

I had an excellent experience room check in to check out. Yudina did an excellent job checking our group in. Every restaurant had great food and service. Spice was probably my very favorite. Pablo and Muguel were a dynamic duo at Spice and just provided excellent service. They went above and beyond to provide quality service! Asiana was also wonderful! Alphonso was amazing! The only drawback was the beach. Storms prior to my stay damaged the beach. I was really looking forward to it. Jose and the D and D (double D's) provided a lot of fun pool entertainment. Eric, our server was awesome! Our room was so clean and the night time entertainment was awesome! The silent dance was wonderful! I hope everyone was ok after the hirricane! Thank you for everything, Hilton! I hope to come back soon!

It was overall a nice resort. The food and service were good. My only complaint is that all the bars shut down at 11:00pm. I thought this was early for an all adult resort. It should keep at least one bar open until 1:00 or 2:00am. The ocean is a little rocky there.

We spent five days at the Hilton Playa del Carmen including two days impacted by Hurricane Beryl, which was well-handled by staff. The resort is beautiful with lots of restaurants and bars, pools and beach access. Loved our room; the bed was great! The staff was very friendly and helpful and we thoroughly enjoyed our stay. Highly recommend!

Do not waste your money or your time in this resort horrible customer service! The whole resort needs to be re trained about customer service. This resort has the worst customer service they all feel like they are doing you a favor to take care of you. Horrible customer service for the price. Food is mediocre and service sucks. Be my guests and try it for yourselves. .