TripAdvisor Traveler Rating

The service at this resort is outstanding! One of the highlights was breakfast at Spice Buffet, with our amazing servers Levin, Lucas and Antonio! On our last day they surprised us with a cake that said “Have a nice trip!” Truly made our last day amazing! From housekeeping to front desk services to bartenders to waiters, the service was like no other!

Mario Pur provided exceptional service at the Spice restaurant for breakfast, lunch, and dinner. He always greeted us with a warm smile, refilled our drinks, and remained attentive to all of our needs. In addition, the resort was great. We've stayed at this resort more than 5 times now. - Lorena

Absolutely Exceptional Service! We had an amazing experience at Hilton Playa Del Carmen, thanks to the incredible service from Lenin Escobedo and the triplets—Luis, Javier, and Carmelo. They were friendly, attentive, and truly made us feel at home. Every meal was a joy with their outstanding hospitality. These four made our trip unforgettable. Can’t wait to come back!

While we had a great time as we always do I can't not see how this resort can say their 5 or even 4 star. I have never been to an " All Inclusive " with so many up charges. The frieds traveling with us had been to this resport in 2019 when it was the Royal. They had very few caban's around the pool back then, now the pool area has 40 plus and guess what? Up Charge on the average $109 US to $190 US dollars. We had rented 2 for a birthday celebration. Just because the day was the foam party day they raised the price. I have emails to confirm this. Also we had to take the " bottle service" why I have no clue when drinks are free. My understanding they have changes the policy on the caban's that have loungers in the water in front of them to where the loungers are no longer included. Now our were because we rented before the policy change but the email I have confirms the policy had changed. Another thing is if you don't rent a cabana then you can't even order snacks for your loungers. I had 2 staff members/servers sanding by the swim-up bar laugh at me. I walked up to them and ask where we can order some nacho's or something for out 4 loungers. They both laughed and it confused me so I thought maybe they don't understand English so I asked are you laughing because you don't understand English they both laughed again and then said " the food is only for the cabana's . In other words your not important ..... They held a Azteca dinner on the lawn. If yu want to attend it was $90.00 per person The 4 venues that do server dinner have what we considered limited main course options, the need to realize not everyone can eat sea food. SO to order like a steak it was an up charge minimum of $55.00. One day they called the room saying they had a free gift for us, this was nothing more than a let me sell you something. and some free coupons . When we said not interested the guy was floored. Something else that we found intersting anyone that follows business knows the Hyatt bought this resort. The guy trying to sell us something kept using the phrase the Hyatt/Hilton as if this was a merger or something and it was not a merger. Room daily maid service was hit or miss, most days they never replenished the coffee and or mini fridge. I'm not sure in the 7 days the bed was ever totaly changed. If yuo pickup 2 dirty towels on the floor then you replace those 2 towels. We had a pool view and at check-in asked for floor 2 or even 3 and were told nothing was available. We ened up on ground floor but through the week notice multipe floor 2 no one ever even walked out on the balcony and or the curtins ever moved open. Most people who get a balcony at least use it . Every single morning 510am someone with staffing would drag carts down the hallway and it sounded like a freight train. The rooms need the hot tubs removed, they old and way outdated. Beach is very very small from the hurricane in 2024 Would we return probably not unless the Hyatt makes changes.

My wife and I visited this resort to celebrate our 30th wedding anniversary and we were absolutely blown away. The staff treated us with utmost respect and were extremely polite and friendly. All of the restaurants were very good , but we really liked our experience at Kalamar David Cruz, Eliezer, and Gina.. went above and beyond to make sure everything was to our liking. Absolutely the best!