Located steps away from the laidback charms of Playa del Carmen, Playacar Palace indulge a range of desires for you who wants it all. It is in this exceptional environment where you will be able to discover the true heart of the Riviera Maya, populated thousands of years ago by civilizations whose remains still remind us of its uniqueness. Rejoice at this modern retreat! Exchange privileges at select Palace Resorts.
This intimate and luxurious resort, located in the Riviera Maya, is set in the exclusive Playacar Hotel Zone in the heart of Playa del Carmen. It features 201 beautifully appointed rooms, all with double Jacuzzi, 24 hour room service, excellent dining services, a beautiful pool with a swim up bar, and exquisite bars and lounges with views to the stunning Caribbean Sea and Cozumel Island.
Stay at 1, Play at 4 - Guests have access to the services and amenities of select sister resorts including Beach Palace, Moon Palace Cancun, Playacar Palace and Sun Palace. Transportation to sister properties
not included, please see hotel front desk for complete details.
My wife and I visited the Playacar Palace in July 2021. It was our anniversary trip. My family is a long time member of Palace, and we have frequented many of their resorts in the past. We have never stayed at the Playacar Palace, and we were very excited to do so. We were definitely left very unimpressed with this property.
I will start off with some positives. We really enjoyed the location of the property as it is right at the mouth of the Playa Del Carmen long strip of shops and nightlife. The property was very clean and looked beautiful. There was a large amount of seaweed on the beach, however we totally understand that this was a seasonal issue and something that cannot be controlled by the resort.
As for the negatives, which there were many. The resort knew that it was my wife and I's anniversary, as they asked if there was anything special occasion prior to our arrival that we are celebrating. Upon arrival, not one person mentioned our anniversary, nor was there anything special done in the room.
Being a family member of a Palace member, we were guaranteed an ocean view room. When escorted to our room, we found that our room was on the pool level and our view was of the swim up bar. You could not see the ocean at all. We asked to switch rooms, as this was not what we were promised. They graciously found us another room, however it had no balcony. They told us these two rooms were the ONLY options at the resort. We knew for a fact the the resort was at 60% capacity due to COVID-19, so we knew that that was not the case. The front desk would not help us and said the two rooms were our only options.
We were told when we checked in that we would need to make reservations at two of the restaurants ahead of time, which is totally understandable. We called the restaurants the VERY first night of our 7 day trip to make reservations at these two restaurants. We were told that the only availability at the Japanese restaurant and the Hot Pot was the very last night of our trip, and there was no other option. This was baffling to us, as we knew the resort was only at 60% capacity. We were very disappointed that we did not get a chance to experience the Hot Pot restaurant due to over-booking.
One evening we came back to our room from dinner, and walked into the bathroom to find that the entire light fixture in the shower had fallen from the ceiling and was dangling by electrical cords. There was a massive mess of drywall on the floor of the shower. I totally understand that these things happened, so called the front desk to let them know. We went out to grab some drinks to let them fix the issue. When we returned the light was fixed, however the massive mess of drywall was left on the floor of the shower.
Like I stated above, I have stayed at multiple palaces before. At the Playacar Palace, we felt that every single bartender would ignore you if you did not have a tip sitting in front of you. I have never seen his attitude at any other property. I understand tipping every once in a while, but this is a fully all-inclusive property. To be ignored because you don't have a dollar bill in front of you is completey inappropriate.
We had booked a Sunset tour on the final evening of our stay through the resort. They told us that weather had been questionable during the week, and that if the weather was poor, they would let us know ahead of time that the excursion was off. We did not hear from the hotel all day, so we went down to the lobby for the pick-up. We were picked up by a van, and then spent 1 hour in traffic driving down to the marina. Upon arrival to the marina, we were told that the excursion was cancelled due to weather. We loaded back into the van and due to traffic spent 2 hours getting back to the resort. We approached the excursion team at the resort when we returned, and there was ZERO apology. They said they knew the excursion was cancelled right after we left the hotel. I asked why they did not contact the van driver at that time, and they did not have an answer for me. This was the last evening of our vacation, which was totally ruined by spending 3 hours in a van. The hotel did nothing to accommodate the unfortunate cancellation.
The day before our departure I went to the front desk to schedule out airport pick-up. I asked the man at the desk how soon we need to leave for the airport (as there was construction on the main highway). He said that it will take an hour to get to the airport. I said okay, that is fine. He said that we needed to schedule our transfer FIVE hours prior to our departure. I said, no thank you as I did not want to be at the airport 4 hour before out flight. He said it is airport policy to arrive at the airport 4 hours early. I physically showed him our flight reservations, where it clearly states that we needed to be there three hours early. I asked to speak with a manager, whom said the 5 hour early option is final. I do not enjoy being told exactly what I have to do on vacation. This was the final straw.
Needless to stay, we were very disappointed with how we were treated here. My family is members, but i can honestly tell you, we are most likely going to cancel the membership. If my parents choose to keep the Palace membership, I can guarantee you that my wife and I will never go to another Palace property again.
You will have an awesome time!!!
Sep 15, 2021
Service is impeccable. Hotel is beautiful. It is smaller than other palace resorts, with only three restaurants but the restaurants are very good. Not really a beach to speak of but they have a lot of activity going on at the pool and very close to the ferry to Cozumel. Probably not a place for young kids, not because of the clientele but just not enough for them to do. It’s more of an adult place.