The Fives Downtown Hotel & Residences reviews
1686 TripAdvisor reviews
Overbooked - they turned us away - even though we had prepaid!
Heidi Z on Mar 23, 2024
We showed up after traveling all day and were ready to relax. We had reservations for dinner at Lola and tried to check in. They told us that the hotel was overbooked and that they had no room for us. There was a language barrier, which made it more challenging. After waiting, they sent us to The Fives Residences … with many promises that were not fulfilled. Terrible service, do not try and stay here.
Great customer service
408stephaniev on Mar 13, 2024
The staff at the 5’s downtown are by far the nicest and go above and beyond to make your stay as comfortable as possible. Special shoutout to the front desk managers; Renzo and Christina for making our week stay here memorable and welcoming. Dinner at Lola on the rooftop patio was romantic and with breathtaking setting while watching the sunset over the ocean. Thanks to the restaurant staff Adrian and Arturo for a beautiful evening and outstanding service. A highly recommended stay with outstanding staff. Thanks again to the staff at the fives for the memorable stay, see you soon. Mike and Steph
Great place to stay!
Colleen B on Mar 13, 2024
Lea and all of the staff at the Fives were very helpful and accommodating. Judy and Nudi at the spa were incredible - we did a couples massage, and the hour of hydrotherapy along with the massage made for a truly relaxing afternoon. We would definitely stay here again.
Worst hotel experience I've had
Lucretia H on Mar 07, 2024
One of the worst hotel experiences I've had to date in my life. We arrived around 6:30 pm after checking in on the app earlier in the day. We were given a room on the fourth floor which is apparently right beneath the rooftop. From the time we arrived until about 12:30/12:45 am there was loud stomping, carts rolling, running. We called several times only to be told there was a private event that would end at 11:30 and the hotel was full so we could not be placed in another room. The stomping or hard walking or whatever it was didn't end when the party ended. It continued until well past midnight. The final time I went downstairs, the reservation desk attendant, Pedro was very dismissive and said no one was up there, as if I made it up. Like someone would willingly get out of bed at 12:45 am just for no reason. Not one person seemed apologetic or empathetic about the inconvenience. This is the second time I've received horrible service at a Hilton and hopefully the last time I will stay at one. I do not plan to ever stay at another Hilton after this experience. To say it was disappointing is an understatement. To pay good money to sleep at a nice hotel and not be able to sleep and only treated dismissively is completely unacceptable.
Day pass at the Fives Downtown Playa del Carmen well worth it!
361caric (Genesee Depot, Wisconsin) on Mar 06, 2024
We used ResortPass to spend a day at the Fives downtown. It was a beautiful day. The pool was beautiful and view magnificant. Our server Lazaro was very attentive and kind. The food was excellent. Well worth the money spent on the day pass. I would definately recommend it!