TripAdvisor Traveler Rating

Hotel, property, employees were all great. Would go again except for the shower temperature. For some reason, it did not matter what time of day we took a shower it was cold! Weird thing was the faucet at the sink had hot water but not the shower. Was there for five days and had one slightly warm shower the rest were cold.

Hilton Playa del Carmen is a beautiful property that Hilton purchased from its original creator. The property was designed to provide the best relaxing and fun experience, but it has gone downhill since Hilton took over. While the staff continues to be friendly and do the best they can to make the stay pleasant, the food choices at restaurants have diminished, and the quality of the drinks is lacking unless one is prepared to pay extra for a good drink. Last, make sure to have all of the arrangements if you book a shuttle service and have direct communication with the company. Our shuttle showed up at the hotel and they knew who the guests were but did not bother to call our room to let us know. The shuttle service left and we had to pay for another ride to the airport. We are very sad to experience the decay of what used to be one of the best hotels in Playa del Carmen.

Wonderful food and service. Reynaldo San Martin provided service pool side for our 5 day trip. Excellent service for both food and drink. Nice break from the Michigan cold. All the restaurants are good but we especially like Asiana. We’ve booked our trip for next January!

I was very disappointed in our stay. I don't typically write reviews, but I feel compelled to do so here. This was a short girl's trip with my college besties of 25 years. I'd coordinated with Karol (Assistant Mgr) at the resort to ensure all details were perfect upon arrival, including a private dinner reservation and rooms on the same floor. When we arrived at the resort, none of our dinner reservations had been made, and our prepaid private dinner was, in fact, "not private," as Karol reassured me via email. We were also separated and on different room floors and were quite frustrated as a result (*she confirmed via email that we'd be together). I made several complaints about our inconveniences, but there was no attempt to rectify them until after we departed. And when I say rectify, I mean that Karol sent an apology email the day after we left - very disappointing. Additionally, at each dinner, there was a solicitation for an upcharged meal. I don't frequent all-inclusive often; however, for the ones I have visited, I've never been repeatedly solicited for an upcharge like I was here - very tacky and unnerving at times. Additionally, all "premium" alcoholic drinks are watered down - to the point that we ended up buying bottle service for our cabana - another upcharge. *I will point out that we received excellent service from the staff, Yasmin and Alejandra, at the beach and pool—huge thanks to them for making our time delightful. Our suites were huge and clean, and we, of course, made the most of our reunion together. I just wish that the time and details I'd communicated clearly to Karol in December had come to fruition.

I've been to this resort 3 times when it was the Royal. It was by far one of the best resorts. This does not even compare. You have to pay for cabanas which we knew about no big deal but then they tell you your towels on chairs (that you reserved early in the morning like every other resort) cannot be vacant for more than 30 min or else you lose your spot? One couple left for breakfast and they took their chairs they were very upset. The food is supbar. Steakhouse used to be free now you have to pay? Lol unreal. Plus when I checked in they said welcome back sir.... We will do something special for you since it's your 4th time.... NOTHING was done! I checked out and they said we are sorry... We forgot lol unfortunately that was my last time there... Hilton ruined the vibe. Service was good I have to say as well as the beach and being so close to 5th avenue but this is a 4 star hotel now not a 5 star.