TripAdvisor Traveler Rating

The good stuff….staff were very friendly, the rooms were exceptionally clean and pleasant. The grounds of the hotel were very well kept and the location of the hotel close to beach and twin centre was perfect. The buffet food was excellent and servers here were very nice and very efficient. The hotel coffee shop was excellent too. Spa massage package was decent value and massage was very good too. We had an amazing free upgrade to a swim up room which really made this vacation special. The not so good stuff…. The pay extra “chef’s plate.” restaurant was a disaster. Over priced and inedible food. I can’t even remember when I had to send a plate of food back so that was a rare event. House wine served with meal was no better than vinegar. The other two restaurants I visited at the hotel were only just about average, I wouldn’t visit them if they weren’t part of the all-inclusive deal. The hotel pool….overcrowded and didn’t have enough towels. Manager on duty apologised and offered to bring me a towel when they became available after they had been laundered, but no towels arrived. I cancelled my cabana for the week and fortunately had a refuge at the swim up room. We enjoyed our time here but unlikely to return, I haven’t experienced an all inclusive hotel for many years and unlikely to repeat the experience.

You would think you could order a drink 24hrs a day at and all-inclusive resort. Well it’s like 10am to 11pm. Drinks were greatly watered down. I would have never expected this from Hilton. Then seemed everything was a up charge like I was on a royal cruise ship. Was a clean nice resort and would be nice if there was more shaded area around the pool. I would stay here again only if they had a option to that was not all inclusive. Wasn’t worth it..

Service: Cold, corporate,transactional and absent of any personality is how I would describe it. Missing is the warm,welcoming and authentic Mexican hospitality we’ve experienced at other resorts. An exception to this wintery effect, is Juan who was our very helpful concierge at the check in desk and Alejandra in the pool/beach area who had a friendly, thoughtful approach to service. Food/Beverage: Food was very good for an all-inclusive at this price point. Didn’t have a bad meal the whole time. Reservations are needed, if you don’t want to wait. There were 25-35 min waits every night at different restaurants when we didn’t have reservations. The drinks were good and weren’t watered down like we have suspected at other resorts. Beach: Better than expected, yeah it’s rocky in most areas, but there is an area that is totally enjoyable within the space in front of the resort. There is a first come/first served cabana area for Diamond members ONLY, where you have food AND drink service. We spent our time in the Diamond members beach area the whole time. However there is a limit of 4 plates/cabana/day, so eat well if you plan to spend the whole day at the beach. Or you can walk and bring some snacks from the several options within the resort. The cabana area that is for everyone else has drink service ONLY. Which doesn’t make sense and adds to the confusion seen around the beach on where you can sit and what you can order, how much of it and where. Pool: The pool area is where this resort really needs to improve. There are ONLY 20 first come/first served poolside chairs without additional cost. Poolside meaning on the edge of the pool. The rest of the poolside chairs come with poolside cabanas that you can RENT for as much as $170 USD per day! This also makes it to where you’re looking for a place just to relax in the pool that isn’t in front of someone who paid good money to rent a cabana and likely is in the pool in front of their cabana. There are more chairs by the pool but they are stadium style and no one in their right mind travels to see the back of a chair all day. If you don’t rent a cabana there isn’t any food service in the pool area Spa: We had a couples massage, there are different packages to choose from but there is no deviation to the package, my husband didn’t want a facial and wanted to add it to my services but they said no, there were a lot of no’s at this resort which made this resort stand out here in Mexico. Overall: Tough to recommend if this is your once a year vacation. We found a way to enjoy ourselves, but we’re Diamond members and had access to cabanas at the beach every day we where there. We travel quite often so we tend to roll with the punches while traveling, might be different for a casual traveler.

We arrived to find out ocean view is really ocean view. It’s a crap view that is not great. We had to pay $400 to upgrade to a swim out. The food was average at best. Been MF a Hilton Honors Member means nothing! They sent me to a table to discuss taking a tour and they would give me a $100 gift. When saying “no” 3 or 4 times they struggle to take no for an answer. You literally have to be rude to get away from them. My wife and I came to celebrate our 35th anniversary. We are in day 5 of 7 here at Hilton Playa Del Carmen as I write this review. We will “never” return. It’s a beautiful town. Hilton Playa Del Carmen is “not” a 5 star!! I give it a 2 star rating! My wife and I will “not” be returning. I’m totally ready to go back to Indiana. This anniversary trip will have many regrets!

What an experience at Hilton Playa Del Carmen. Lovely property with great facilities and delicious restaurants. The star of that resort is Jesus Tico. Great service from him from the moment I walked in till the moment I checked out. Went above and beyond every single day, checking in and inquiring if he can be of assistance. Special thanks to Omar Guzman, Pedro and Chef Sebastian at Chefs Plate. Gilberto was awesome, he was everywhere on the property. What a memorable experience!