Playacar Palace reviews

TripAdvisor Traveler Rating

5.0 Excellent

  • Cleanliness 5.0
  • Location 5.0
  • Rooms 5.0
  • Service 5.0
  • Value 4.5

2329 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Love Playacar Palace

Karen H (Tampa, Florida) on Mar 31, 2024

We love Playacar Palace and come here often. It has been fully booked this vacation so things are really crowded - this is a smaller hotel but I still highly recommend a stay. Make sure to book at least one day in the spa.

TripAdvisor users rated this property 4 out of 5

A lovely week away...but disappointing beach!

alessina17 (Vaughan, Canada) on Mar 29, 2024

We just got back from a week at the Playacar Palace, travelling for March Break with our 2 teenage children. We have been to Mexico many times and usually opt for the larger hotel chains (Riu, Barcelo, Bahia Principe) but heard lovely things about the Palace chain so we gave this resort a try. RESORT: This resort is much smaller than the ones we are used to which isn't a terrible thing but if you like long walks on the beach or around the resort, you won't get that here. You can stand in front of the pool and literally see the entire resort. The resort was very clean and well kept overall! CHECK IN: We arrived at the hotel around 2:30 pm and our room was ready. Upon check in, we were told that we had a free "one time" upgrade to a partial ocean-view and we had to sign a paper for that (stating it was one time). I thought this was strange because when I booked with the travel agent she told us our room was a partial ocean-view. The room was really nice and always kept clean. There is a large jacuzzi in the corner - a little silly if you ask me as the beautiful ocean is steps away! There is a king size bed and they brought in 2 smaller cots for our children. A little tight overall (mainly because of the jacuzzi) but we made it work. The mattress and pillows are comfortable - you can order a spray for the pillows as we found them a little musty after several nights. Also - there is a lot of humidity in the room if you do not keep the air conditioning on high. The floor becomes wet and slippery so be sure to crank the air during the day when you are out and about. We ordered drinks and snacks to the room (free) on the app - very simple to use and everything was brought to us within the hour! After check in we were told to meet with a representative that walked us through a few things including membership options (which we quickly brushed off and that was the end of that for the week), features of the resort (shows, spa, etc.) and excursions. Our room came with "500 points" to use for the week. We opted to use that towards a wine tasting and spa visit. Be warned that you will have to pay 16% service fee (US $) on top of these points so be sure that you actually want to go - our wine tasting cost us approx. $60 US in the end and it was not the best. BEACH/POOL: Our family travels down south for the beach. The beach here is VERY VERY small (probably the most disappointing thing the entire week) but the water was so clear and free of rocks that we spent most of our time swimming. Sand is also lovely but again, not much of it! Beach chairs are few and even then, the water level is unpredictable so at times our chairs were hit with high ocean tides. Also the beach is mainly packed with locals as there is access right beside the hotel (public beach). You cannot walk anywhere on the beach as one side is eroded and the water hits the wall of the hotel and the other side has the pier. Again, this is the biggest downfall of the resort (and a turn off for us returning again). Towels are easy to get (there is a towel drop off/pick up close to the pool and you can take as many as you would like which is nice!). We have a pool back home so for us a pool isn't as important. There is only one pool and it's a fairly decent size (remember this resort is not very big) BUT you need to wake up early to reserve chairs (my husband was up at 5:30-6 am). We are not members here so we had to get our own each day. If you are a member (depending on your level) you may have reserved chairs/table/umbrella. I heard people complaining about no chairs around 9 am - honestly, it is like this at every single resort down south! Wake up early and save your chairs! This is nothing new. The wait staff around the pool really make an effort to serve you and get to know you. A shout out to Silvia and Ricardo for always making an effort with our family and being so attentive! FOOD: Food is very important for us when we travel and this hotel did not disappoint! The buffet (Cafe Del Mar) seemed very small when we first tried it but the food is fantastic and everything is made to order (my kids love burgers and they cook them right there on the grill for you rather than sitting in a container). We only ate dinner there on the first evening and then opted for the a la carte restaurants. The "water of the day" is delicious - a must try! There breads and salads at lunch and dinner are incredible - always different! Breakfast is delicious with made to order everything and the lines are fast - especially the smoothies! Eat outside! The breeze is lovely and each day at lunch there is a small spread of Mexican food, hamburgers, nachos (something different every day). All of the wait staff work incredibly hard to make sure you are treated properly (shout out to Sotero who was so pleasant!). A LA CARTE RESTAURANTS: For a la carte restaurants, you need to make reservations on the app. Some advice - download the app before you leave for your trip. When we were at the airport waiting for our shuttle to take us to hotel, I was able to already book up to 2 nights at the a la carte restaurants! When we woke up for the pool chairs at 5:30 am we were able to book our reservations with no problems. Again, do not wait until the last minute or late in the day. The atmosphere in all of the restaurants is amazing - so beautiful! We loved Madre Mia the best and went a couple of times during our stay - it's Latin American food with a twist. So delicious! The cocktails here were our favourite too! Ask them to make you a Mezcal cocktail and I especially liked the passion fruit one! A shoutout to our waiter Antonio who (both times!) took extra care of us by suggesting what to try! We went to Momo (Japanese) several times too! The regular menu is very good but we especially loved the teppanyaki. It was such a fun experience and the food is incredible! We tried the Italian restaurant once - not a fan. The food was very salty and wasn't the best (I cook Italian food at home and have high standards so we did not return). SWEET AND COFFEE: This little coffee shop off the lobby was my fav! The coffees here were delicious! They had a nice variety of cakes, cookies, macarons, and more (same thing every day) and you could also have made-to-order crepes and sandwiches. The crepes were delicious and we decided to get one for breakfast one morning. Lines were long but worth the wait. My only recommendation would be to add more staff when the morning rush starts. There was only one person making coffee and crepes! ENTERTAINMENT: The entertainment department was a little lacking. They play beach and pool volleyball almost daily because there really wasn't much else to do (there is a small ping pong table and cornhole off to the side). One day they offered bingo in the pool. The evening shows were just okay (we liked the Michael Jackson show and circus the best). The karaoke show was the worst as the same people kept going up to sing. EXCURSIONS: We booked an excursion called Mayan Adventures. It was amazing! Well worth the money! Our tour guide was Jonathan. He was so funny and really went out of his way to ensure we all had a great time. We jumped off a small cliff, ziplined into the water and snorkeled in a few cenotes. Simply beautiful! The one downfall was that lunch was served to us at 10:45 am. A little too early! FIFTH AVE: We ventured to Fifth Ave. once as I was a little hesitant to leave the resort in Mexico. It's a 5 min. walk. The outdoor mall is incredible! So many stores that felt like home (Zara, Old Navy) but we didn't spend time shopping in there as the prices were triple! We bought some bracelets from the local stands but be warned - one person came up to us (he must have seen our resort bracelets) and started talking to us like he knew us from the resort and tried to get us in to a high end jewelry shop. Whatever you want to buy, bargain first! We had to go to several stands before finding a decent price for cheap bracelets. The market area was packed so keep your belongings (and children!) close to you. It's not a dangerous area by any means, but you do need to keep your eyes open. Also, the ferry is right there which makes this area very busy!!! CHECK OUT: The day before you leave I would suggest connecting with your travel provider (we were Sunwing) to confirm your pick up time. There is no desk for these tour operators and nothing is posted in the lobby (I found this strange as most hotels post something for departure) and the front desk staff were not helpful at all (in fact quite rude when I asked for help to confirm pick up). You can also download the tour company app or call and confirm that way. Overall our stay was very nice and we were able to eat, relax in the sun, and enjoy our week away. Would we return to Playacar Palace? No - again, mainly because of the lacking beach and small resort.

TripAdvisor users rated this property 4 out of 5

Bad experience at Sweet and coffee

V6403KIpablos on Mar 26, 2024

Hi, I want to mention in case the stuff of the hotel want to take action. My very bad experience at the Sweet and coffee. First, Im diamond, when I bought a membership the hotel promised me best service, It happened, but, sometimes some people don’t understand they work for palace and this is different , they got me waiting 30 minutes for a piece of cake for my son on Sweet and coffee, the excuse was they cannot cut the one was there , Ok I said Im going to wait, after 30 minutes a group of people ask for the same and they cut the one that they said no to me . I get my own answer asking to me why here I didn’t see to much diamonds and residents. Im going to Le blanc next month, I will make sure to find the appropriate person to express my opinion about the situation and name of the girl that serviced me this day??

TripAdvisor users rated this property 5 out of 5

Excellent experience.

blessedpinay (Hayward, California) on Mar 26, 2024

It was my first time in Mexico and I took my elderly mother with me during this vacation. We absolutely loved our experience. The entire staff who we encountered were very warm and helpful, we felt home by how attentive they were. No wonder people keep returning to this place. I have met two couples who told me that they have been coming back to this place for more than 10 years and they love how the staff are so warm and attentive. I AGREE! Also, this place is extremely near to the famous 5th ave, shopping district and the pier to Cozumel. The location is fantastic. The food here is very good, the quality of food is very good as well. We were very happy about our meals and food. If you plan to stay here which I highly recommend, please do not skip the Awe Spa experience. Our experience was excellent. The staff were awesome and the Spa facility is wonderful. I plan to return to this location next year with my girlfriends.

TripAdvisor users rated this property 5 out of 5

Beautiful resort, amazing service and food. Perfect lcoation.

LisaMD67 (Fort Wayne, Indiana) on Mar 25, 2024

Amazing service from all of the staff! Food was great at all the restaurants. Highly recommend doing the water journey at the spa. Service from the following employees was top notch. Perla - pool. Daniel/Luis/Joel - Madre Mia. Eric - entertainment staff. Abner/Cesareo - Momo. Wilbur - spa credits. Andres - pool server. Felipe - breakfast smoothies

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