Ratings based on 1,118 Verified Reviews

3.7 out of 5
76% of guests recommend
4.0 Room cleanliness
4.0 Service & staff
3.7 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
3 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

The basics

Posted Jul 9, 2017
As for anywhere, know your priorities for your value when choosing where to stay. We enjoyed the location away from the rowdy party scene just down the beach and that lounges by the pool or beach were always available. Convenient dive shop on location and main avenue of Playa del Carmen an easy stroll or bike ride away. The staff was very helpful and friendly, even accommodating our early morning check-in and late afternoon checkout. We stayed in a lower level suite for 5 nights and found it to be quite nice for our needs, 2 adults & 1 teenager. Our room was cleaned and water bottles restocked daily. 1 toilet broke and was fixed quickly after alerting management. Noise was only an issue during the daily entertainment from the pool right outside the patio door, but to be expected at most of the area's resorts. The food is appalling, best to only be considered for sustenance. Stick to the basics and you'll survive, maybe even lose a few pounds! :) Our drinks did not seem watered down as others have warned, but again, sticking to the basics will fix that too. The shots, beers and wine were definitely not watered down. We did not upgrade to the premium package and didn't feel as though we were missing out, the basics were fine for us. We were also not hassled to upgrade or waste time with a timeshare pitch as others have warned. Overall, our experience was as we expected and a most excellent vacation for it!
Comment from Hotel Management
Jul 12, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear 44yrs, We would like to take this opportunity to thank you for your kind review and for giving us the opportunity to welcoming you on the past days. Indeed, our wonderful position in Playacar allows us to provide unique and recreational vacations. It is a separated, safe and quite neighborhood, which is surrounded by nature and only a few minutes far away from the heart of Playa del Carmen, the 5th Avenue. We are glad that you received our excellent service. We will share your comments with our staff, positive feedbacks as yours encourages us to work harder to offer exceptional service every day. We are sorry for the inconvenience that took place during your stay but we are glad to know that our staff could assist you in timely manner. Regarding the food, we have already sent your comments to our Executive Chef. We can assure you that he will take them in consideration. We make every effort to please all our guests’ individual tastes by offering a wide choice of food at our 3 restaurants. However, your opinion will be an important source of information for us in order to improve our variety of dishes. We would be happy to welcome you and your family again at The Reef Playacar. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Philadelphia,PA.

Beach front all inclusive hotel

Posted Jul 8, 2017
Wonderful service., staff we're always personable and helpful. Hotel was clean and well maintained. Food options we're excellent . LOTS OF FUN.
Comment from Hotel Management
Jul 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear O J, Thank you for letting us know about your wonderful experience at our hotel. We must say we cannot express enough our satisfaction about the positive experience and sensational time you mention to have spent in our property. We are very proud of our staff who works hard to ensure that our guests are feeling comfortable and have everything they may need for a memorable stay. When their efforts are acknowledged it makes all their work worthwhile and so we will be delighted to share your kind comments with them. We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food and beverages. Indeed, we strive to please all our guests' tastes by offering a wide choice of meals at our 4 individual restaurants. Our executive chef will be glad to hear about your positive feedback. We would be pleased to welcome you and your family back at The Reef Coco Beach. Kind regards,
1 out of 5
by A verified traveler from New York

Posted Jul 3, 2017
Pros: Nothing
Cons: New Management
Location: In the city nearby there were many nice restaurants.
Rip off. not worth the money Don't buy extra packages. Only one bar has all the good liquor and they will ignore you unless you tip plus its not opened all day. They tell you you will get an excursion if you listen to presentation for 90 minutes...no 3 hours they try to talk you out of travel agents to buy timeshare, real estate, or vacation club form them. Then free excursion cost me money anyway. Food sub-par. Japanese restaurant sushi not fresh. Pre-prepared and discolored. Buffet no way you are better off walking up the street to the taco place. No one cares here they send you around to managers, the front desk , and the concierge with no regard for your limited time. Spa couldn't keep their appointment either had to wait an extra hour there too. This was the worst vacation experience of my life. Don't forget to bring plenty of change too because everyone pretends they don't have any so that you give them extra tips.
Comment from Hotel Management
Aug 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Joe, We would like to thank you for sharing your experiences. Our goal is to ensure our guest satisfaction, we always make our best effort in making feel our guest special and valued during their stay. Certainty, it appears we did not have the opportunity to fulfill this during your time with us and would like to express you our most sincere apologies on the behalf of the entire staff of the Reef Coco Beach. Regarding your comment about our premium lounge bar I would like to mention that the opening hours are from 12 pm to 11 pm but you can always get Premium brand alcohol in all our bars. We are sorry to know that there have been some inconveniences regarding the Leading Vacation Club and we would like to apologize for this.  It is important to know that the Leading Vacation Club has useful information about our hotel and you can listen to it on a sales talk that you will have the chance of attending. The Leading Vacation Club is supposed to use a soft approach and should not insist with the sale. We would be very happy to have the opportunity to welcome you again so that you can enjoy our facilities and services, hoping to change the perception you have left with. Kind regards,
3 out of 5
Recommended
for Families
by A verified traveler from San Francisco, CA

Nice hotel close to the beach, great for kids

Posted Jun 27, 2017
Pros: staff and pool size
Cons: wish guests were more respectful, ie. many guests eating and drinking IN pool, many smoking around kid pool.
Location: great location. close to shopping
overall great staff. nice pool. Small and safe for kids.
Comment from Hotel Management
Jul 3, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Mrs. Estela, It is a pleasure to read such a wonderful review. We are proud to hear that you keep a beautiful memory of your recent vacation at our hotel, you can rest assured we will share your kind words with our entire team and management. We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. We are glad to read that you had the opportunity to enjoy our splendidly constructed pool facilities. We truly appreciate your comments and would like to mention that we take all comments very seriously. We know they help us to improve our services; our main goal is to fulfill the expectations of every single guest we have the pleasure to serve, as we want you back home totally satisfied and with the desire to visit us again. Indeed, our wonderful position nearby the 5th Avenue allows you to reach the heart of Playa del Carmen in a few minutes. Moreover, our hotel is still situated in a quiet area as we aim to provide recreational holidays in combination with mobility. It was an honor for our entire team to make of your stay a pleasant vacation; your comments are very encouraging and will be taken with great consideration. We would be thrilled if you give us the opportunity to pamper you again in the near future. Best regards, Micaela ,Castilla.
3 out of 5
by A verified traveler from Cleveland Ohio

Small resort

Posted Jun 22, 2017
This resort is very small and so is the beach, not much swimming room due to boats anchored there. Light on activities, food average, plenty of bars on resort and well stocked. A lot of noise outside our room due to so close to housekeeping closet. Staff is great, but nothing to do if it rains.
Comment from Hotel Management
Jul 3, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Mrs. Jody, Thank you very much for taking the time to write this review. We appreciate every single word of your feedback as we consider every review as a gift. Your valuable opinion is an important source to maintain our high standards in quality and service as we endeavor to go beyond the expectation of every guest we have the pleasure to serve. We would like to mention that Playa del Carmen is a fishing village. Even before the hotel was built the boats had been in the sea in front of the hotel and unfortunately we are not allowed to remove them from there. The law makes it very difficult for us to take actions. Besides this, the hotel is always promoted with real images from our beach in every website. Regarding the activities, we would like to inform you that our entertainment team daily offers a wide variety of sports, games and exercises where you have the opportunity to participate. This includes various activities at the pool, beach and the gym. Furthermore, we do offer a night show every night at 8pm at our theatre. The entire program can be found at the lobby. Concerning the food, we are saddened to hear that we were not able to meet your expectations. We do offer a variety of restaurants at our hotel in order to please all our guests' preferences. Besides the buffet-restaurant you also have the opportunity to eat our two a-la carte restaurant (Italian and Mexican). We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. It was an honor for our entire team to make of your stay a pleasant vacation. Kind regards, Micaela, Castilla.
4 out of 5
Recommended
for Everyone
by A verified traveler from Berkeley, CA

On a gorgeous huge beach. Nice dinning facilities

Posted Jun 15, 2017
Check in and our first night did not go well. We then changed rooms and had a great time. The new room of bigger and nicer, and more importantly quiet. Lovely location and close walk to town. Lots of food, served in beautiful dinning room. Nice pool.
Comment from Hotel Management
Jun 30, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear jb, Thank you for staying with us and for your review. We are pleased to know that you enjoyed your stay overall and that our staff could assist you with the room change. We hope to welcome back at The Reef Coco Beach. Kind regards
3 out of 5
by A verified traveler

Fine option for the price

Posted Jun 8, 2017
Pros: The staff and pool are great. The beach is fine and the location is decent.
Cons: The liquor is watered down.
The upgrades are in no way worth purchasing. The bicycles are in poor condition. The pool and staff are great. The food is fine. Considering the location, it's a decent value.
Comment from Hotel Management
Sep 10, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear guest, We would like to take this opportunity to thank you for your kind review and for giving us the opportunity to welcoming you on the past days. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service. Regarding the bycicles please note that we bought them not long ago and we always are fixing them if necessary. Indeed, our wonderful position nearby the 5th Avenue allows you to reach the heart of Playa del Carmen in a few minutes. Moreover, our hotel is still situated in a quiet area as we aim to provide recreative holidays in combination with mobility. We hope to welcome you back at The Reef Coco Beach. Kind regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

A great quiet hotel

Posted Jun 6, 2017
Things to know! 1. They will try and get you to have a breakfast with them to try and sell a time share. Just say no thank you and they leave you alone. 2. No business center that you can use on your own. I didn't like that, but the young lady who works there @9:30 helped us out. Very pleasant. 3. Yes, there are boats out there and lots of seaweed comes to the shore, it doesn't take the aesthetic away. It was beautiful. 5. Drink their water! The ice cubes and water come from jugs that they purchase. 4. Everyone was so nice to us! The food was great at the rearaunts! I loved our stay and I was very happy to stay at the Reef Coco Beach resort.
Comment from Hotel Management
Jul 4, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Mrs. Dreia, Thank you for taking the time to post your review. We are very grateful for your feedback, which is a valuable source of information for us. It is important to know that the Leading Vacation Club has useful information about our hotel and you can listen to it on a sales talk that you will have the chance of attending. The Leading Vacation Club is supposed to use a soft approach and should not insist with the sale.  We would like to mention that fortunately our beach is much better than last year. This situation may keep well or worst but we do not know. This is happening everywhere in the Riviera Maya and the governments together with hoteliers are already taking actions to solve it. We can say at The Reef Coco Beach that the beach area is cleaner than others. Besides this, we also have staff in charge of cleaning the beach area daily but when there is too much seaweed is very difficult to take it out of the sea. We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. ★ We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food and beverages. Indeed, we strive to please all our guests' tastes by offering a wide choice of meals at our 4 individual restaurants. Our executive chef will be glad to hear about your positive feedback. It was an honor for our entire team to make of your stay a pleasant vacation, your comments are very encouraging and will be taken with great consideration. Kind regards, Micaela,Castilla.
4 out of 5
Recommended
for Everyone
by A verified traveler from Louisiana

Would recommend overall.

Posted Jun 5, 2017 on Orbitz
Overall, I definitely would recommend. Only downside for me was the proximity to a nightclub a couple blocks south that played techno music until 5 am on the weekend, which kept me up all night on our last day of the trip, but that can be cured by asking to stay on the north side of the hotel. Staff are very friendly and helpful. The facilities are good, with a decent variety of food to eat. The price was quite affordable for what we got. I like the fact that this is an all-inclusive resort that isn't a 10 or 15 minute drive away, like in Playacar. Here you can walk out of the hotel and be on Quinta Avenida with a 2-minute walk. I will definitely be going back.
Comment from Hotel Management
Jul 4, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Mr. Daniel, We would like to thank you for your comments; it is truly a pleasure to learn about the fantastic stay you had and we appreciate the time you took to share your experiences. We are sorry to hear about the situation you experienced regarding the noise. Please rest assured that we are taking proper actions in order to reduce the noises, as the well-being of our guests has absolute priority. We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food and beverages. Indeed, we strive to please all our guests' tastes by offering a wide choice of meals at our 4 individual restaurants. Our executive chef will be glad to hear about your positive feedback. Indeed, our wonderful position nearby the 5th Avenue allows you to reach the heart of Playa del Carmen in a few minutes. Moreover, our hotel is still situated in a quiet area as we aim to provide recreational holidays in combination with mobility. It was an honor for our entire team to make of your stay a pleasant vacation, your comments are very encouraging and will be taken with great consideration. Kind Regards, Micaela, Castilla
2 out of 5
by A verified traveler

Could've been better, Bad food .

Posted Jun 3, 2017
We stayed at the reef for five nights six days the first day we wanted to take a shower there was no pressure in the water bathroom was flooded every time we wanted to use it so overall on the first day we had to call them three times finally at night when we wanted to go to sleep we were three adults the beds were too small they told us to work queen size but they were really full-size beds so consider that if you go person at the front desk was not very nice we had a little confrontation with them and finally we had to go to supervisor so thank God for that the supervisor came in they upgraded us to the suit sections. The food it's horrible to my opinion made my daughter got football is the name for more than 24 hours we had to stay in the room with stomach ache and fever vomiting and diarrhea. So yes the facilities nice the view is nice the beach is nice but other than that I wouldn't recommend it .
Comment from Hotel Management
Jul 13, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear guest, Thank you for writing this review about your stay with us. We are saddened to read that you did not enjoy your stay at the hotel and we regret that we were not able to meet your expectations. Regarding the water pressure we offer our most sincere apologies for the inconvenience that took place during your stay. Please note that we are repairing the pipe line and cleaning them to provide the proper funtioning of it. We are sorry to know about the beds inconvenience but we are glad to know that our Reception manager could assist you in timely manner and provide a more comfortable room. We are sorry to know that your daughter got sick and we are sorry to know that you had to take some hours to recover. We would like to inform you that in most hotels in Mexico we count with a specific health and safety check program which are controlled by international companies. All hotels are managing many international guests and these programs are highly recommended and obligated by the government to be able to work with international tourists. The resort is handling the Food & Beverages standards in the same way as all other resorts do in this area and illnesses are not a common issue. We regret that you got sick but we cannot held responsible since we are following all rules and regulations as stipulated by our health and safety programs internationally controlled for all the hotels in the Riviera Maya. We do hope to have the opportunity of hosting you in the future, so we can change your perspective and offer you the hospitality that distinguishes us. Kind regards,