Ratings based on 1,242 Verified Reviews

3.9 out of 5
77% of guests recommend
4.1 Room cleanliness
4.1 Service & staff
3.7 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from IN

Reasonable resort on beach, clean and nice

Posted Dec 13, 2017
Pros: Facilities cleanliness, food and friendly staff
Cons: Wash clothes every day
Location: Right on beautiful beach with town 1 mile walk down beach
Nice stay. Been there 4 times and facilities improved from last time. Good variety of food and drinks available and very friendly.
Comment from Hotel Management
Jan 2, 2018 by Micaela Castilla - Brand Executive, Hotel Management
Dear Keith, Thank you for the trust you gave us for choosing our hotel once again as your holiday destination. We were very happy to welcome you here again and to provide you the courteous service you deserve. Indeed, our wonderful position in the 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 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 hope to welcome you back to our hotel. Kind regards,
2 out of 5
by A verified traveler

I was very disappointed with this hotel and them

Posted Dec 10, 2017
Pros: Food
Cons: Customer service should be improved ALOT
Very rude personal and "entertainment team" was combined from very rude and unprofessional. I was very disappointing with their service. Food was good and personal in food area was nice and always friendly.
Comment from Hotel Management
Jan 4, 2018 by Micaela Castilla - Brand Executive, Hotel Management
Dear Art, 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 Playacar. We are pleased to know that you enjoyed our delicious food. Indeed, we make every effort to provide a wide choice of dishes by offering an assortment of restaurants, a la Carte Italian and Mexican as well as the buffet. We would be grateful if give us the opportunity to change your perception from our Resort. Thank you again for your review and for visiting us. Kind regards,
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 7, 2017
Pros: clean and nice
Cons: keep bars open later. add room service. add events
the premises are very nice and clean, i was stunned with the view. The food was ok. and felt extremely safe there. I was out by the beach with my family til 1 am and on our walk back to our room we noticed a guard in his post watching over us which was comforting. I was also disappointed that there were no events while i stayed at night or day. after the restaurants closed its pretty much a ghost town. I was just not a fan of the bars closing early and having to go to papos bar (which was always out of high end whiskey) the bartenders at the pool and papos bar had crap attitudes. Also did not expect for you guys to not offer room service after the restaurants close, at least from 12-2 am wouldve been nice. also one of the cashiers at the little store in the lobby tried to give me change for $5 instead of $10 (when i looked up to the camera she saw me and quickly shuffled around stuff and it magically appeared).
4 out of 5
Recommended
for Everyone
by A verified traveler from Florida

Beautiful connection with nature

Posted Dec 5, 2017
Pros: Loved the tea and coffee time at 4
Cons: Free wifi pleaseeee
Location: location is outstanding couple of blocks to 5th avenue where the center is
The property is small but outstanding, inside is a cenote that they preserved it feels like being on the jungle. Love it. Food was ok and service outstanding
Comment from Hotel Management
Dec 8, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Aimee, We would like to take this opportunity to thank you for your review and for giving us the opportunity to welcome you the past days. We are pleased to hear that you enjoyed our lush gardens! The nature surrounding the property is a favorite of ours as well. 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. Regarding your comment about the wi-fi we would like to mention that, as we have accesible rates, we thought it would be important to always give our guests different package options for them to choose from depending on what they consider it is better. We have three different packages: Standard package, Superior package and Premium package. Please note that the Premium package offers the most amenities and benefits such as the wi-fi. All the other Packages will have a surcharge for the wifi service and it will cost 7 USD per day by purchasing it for your entire stay. 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 would be pleased to welcome you back at The Reef Playacar. Kind regards,
2 out of 5
by A verified traveler from Arvada, CO

Overrated

Posted Dec 3, 2017
I got food poisoning from the poolside grill and was violently ill for two days. I love the area and the water feature is great, but the hotel is disappointing. The rooms are very close together with little to no privacy because you hear everything due to thin walls. The pool is freezing cold because it has no heater. Don’t waste your time booking this hotel!
Comment from Hotel Management
Jan 4, 2018 by Micaela Castilla - Brand Executive, Hotel Management
Dear Charles, We would like to express our sincere appreciation for taking the time to submit a review about your recent stay at our hotel. Our goal is to ensure the satisfaction of all guests. 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. We would like to express you our most sincere apologies on the behalf of the entire staff of The Reef Playacar. We are sorry to know that you got sick for two days. 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 would be grateful if give us the opportunity to change your perception from our Resort. Thank you again for your review and for visiting us. Kind regards,
2 out of 5
by A verified traveler from Littleton, CO

Disappointed

Posted Dec 3, 2017
My group of 7 and I stayed there for 7 days for Thanksgiving and we all got food poisoning from the grill. There are only two food options and it seems it is the same food used over and over again. The food is terrible with no flavor or spice whatsoever! The pool is very small and not heated. For an all-inclusive hotel I was very disappointed! Also the rooms are very close together with paper thin walls so you can hear everything.
2 out of 5
by A verified traveler from Morrison, CO

Small hotel with no options and food poisoning

Posted Nov 29, 2017
The internet is deceiving about The Reef Playacar, I would NOT recommend anyone stay here until they renovate the place. There is only two food options - the buffet and Italian restaurant. The food is the same every single day and it is very bland with no Mexican food. Our group of 9 people stayed there for 7 days and we ALL got food poisoning! The pool is tiny and not heated so it is freezing. Very disappointed!
4 out of 5
Recommended
for Everyone
by A verified traveler from Wallingford, Ct

Very nice stay !

Posted Nov 23, 2017
Location: Very close to 5th ave.
My wife and I had a wonderful stay at the Reef . Overall the resort is a very nice boutique style resort , meaning small and very manageable with plenty of everything for everyone. The rooms are small but very accomidating. They are in the middle of renovating the rooms which they are doing a great job. We had one and it was great ! The food was decent as were the cocktails. The grounds and beach oh so nice . clean and beautiful. The staff were absolutely amazing , from grounds crew housekeeping to wait staff . However not overly pleased with the front desk , they weren't rude but they made things more difficult than need be . with that said we had a very pleasant time at the Reef !
Comment from Hotel Management
Jan 5, 2018 by Micaela Castilla - Brand Executive, Hotel Management
Dear J.P., 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. Regarding the rooms it is a pleasure to announce that we will be implementing many of these upgrades to the property within the next couple of months and that five villas had already been remodeled. In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere. 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 pleased to hear that you enjoyed our lush gardens! The nature surrounding the property is a favorite of ours as well. We hope to welcome you back to our hotel. Kind regards,
4 out of 5
Recommended
for Couples
by A verified traveler from Dallas, Texas

Can't Beat The Location

Posted Nov 16, 2017
Pros: location, staff, drinks
Cons: the AC in the rooms and offer room service
Location: PERFECT location. it's located on the beach and you're only a 15-20 minute bike ride from 5th Ave where there's tons of shopping, bars and restaurants
You literally cannot beat the location of this resort. It's on the beach and it's a 10-15 minute bike ride from the popular 5th Ave. We literally stepped out of our hotel room and were 15 steps from the beach. Overall, our experience was GREAT. The staff is very friendly. I also like that this resort is smaller, so you can make "resort friends" very easily. The food was pretty good... especially as "resort food" goes, but there is no room service. So if you enjoy food after a night of drinking, you'll have to hit the snack bar before you head back to your room. The air conditioning also never made our room truly cold. I understand it's very humid, and there's nothing that can be done about that, but I wish it would have gotten a little colder in our room, but maybe I'm biased because I like to sleep cold. The AC by no means kept us from sleeping after long days and nights. I would definitely stay here again, because like I said.. you CANNOT beat the location.
Comment from Hotel Management
Jan 5, 2018 by Micaela Castilla - Brand Executive, Hotel Management
Dear Jasmine, 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. Indeed, our wonderful position in the 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 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. Your satisfaction is our reward; we really appreciate the time you took to provide us your positive feedback and would be happy to welcome you here again. Kind regards,
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 14, 2017
Nice, beautiful view. Staff very nice rooms always clean. Beds aren’t too comfortable but overall we had great time
Comment from Hotel Management
Nov 14, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear guest, We would like to take this opportunity to thank you for your review and for giving us the opportunity to welcome you the past days. 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 hope to welcome you back to our hotel. Kind regards,