Ratings based on 1,471 Verified Reviews

3.9 out of 5
79% of guests recommend
4.2 Room cleanliness
4.1 Service & staff
3.8 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from kansas

Posted Aug 9, 2017
Nice size resort not to big or crowded. Food was average, could improve in desserts though. Entertainment was average. Staff were wonderful. 10 mint walk to Calle Quinta avenida.
Comment from Hotel Management
Aug 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear livvy, 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. We appreciate your suggestions regarding the dessert options and the entertainment. We will take them in account. 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. 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 would be pleased to welcome you back at The Reef Playacar. Kind regards,
3 out of 5
Recommended
for Everyone
by A verified traveler from texas

You will probably pay for wifi

Posted Aug 2, 2017
I bought an all inclusive package... I assumed it will all be included. Not the wifi. You will probably need to pay 70us for it. Also, a few restaurants and bars are not included. If you are ok with that... go for it.
Comment from Hotel Management
Aug 4, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Nenu, 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. 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 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
by A verified traveler from New Jersey

Poor management

Posted Jul 31, 2017
We brought 15 guest and on our last day there, we invited our daughter who stayed at another facility, no come over and they would not allow her entrance. My husband had to speak to management and finally they charged us, but staff made us feel extremely uncomfortable.
Comment from Hotel Management
Aug 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Elizabeth, 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. Regarding your comment about your daughter visit please allow me to clarify that guests not staying in our propperty have to enter the hotel from the Reception and then they have to pay a fee to enjoy the hotel facilities. 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,
5 out of 5
Recommended
for Everyone
by A verified traveler from California

Reef Playacar All Inclusive

Posted Jul 28, 2017
Pros: Courteous staff, nice room, good food, beautiful beach.
Cons: Discontinue jet ski rentals and add more TV stations in English, such as ABC. Also, play Latin music around the pool instead of American music.
Location: Beautiful location. We went to "5th Avenue" which everyone should experience!
We had a nice week here - no complaints about the hotel itself nor the food. Staff was friendly and courteous. Our room was spacious with a good shower and good A/C. The beach is beautiful! The one complaint we have is that, although there is a very large area designated only for swimmers, there were jet ski rentals next to the swimming area and the owners of the jet skis, in an effort, it seemed, to attract customers, would drive their jet skis at ridiculously high speeds when going out to the ocean and coming back into shore, slowing down only when literally arriving at the sand. Many of the swimmers, us included, did not feel at all comfortable with this scenario, often worried what would happen if one of the drivers lost control of his jet ski. In addition, rookie jet ski renters would come WAY too close to the swimmers, and, if you add the possibility of alcohol consumption to the equation , it would be easy for a renter to drive right into the swimming area, which often seemed like a distinct possibility. Secondly, the loud noise of the jet skis and the smell of the gasoline was off-putting while we were in the water. If this hotel would discontinue jet ski rentals we would definitely go back, but we won't return if the jet ski rental continues. Secondly, it would be nice if there were some good TV channels in English. I believe there was only A&E and CNN.
Comment from Hotel Management
Aug 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Cheryl, 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 appreciate your comments regarding the jet ski and please rest assure that we will take propper action on this matter. We hope to welcome you back to our hotel. Kind regards,
3 out of 5
by A verified traveler

Nice Hotel/Questionable Service

Posted Jul 14, 2017
Hotel was good, service was questionable and the pool was dirty. The beach was amazing and the restaurants and wait staff were great
Comment from Hotel Management
Jul 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 welcoming you on the past days. We would like to ask you kindly to excuse any inconveniences that may have arisen. Our goal is to provide all our guests with an exceptional, courteous service and we are saddened to hear that we were not able to provide you the attention you deserve. Please feel confident that we will take the proper measures to prevent reoccurrences like this in the future. Regarding the swimming pool please let us inform you that we have staff that is in charge of cleaning it every day and we make sure that it stays clean all day long. 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,
4 out of 5
Recommended
for Everyone
by A verified traveler

Basic hotel, clean with great staff

Posted Jul 11, 2017
Staff were very friendly. Food and drinks were average, nothing special. Rooms clean and comfortable, but dated. Beautiful beach and courtyard.
Comment from Hotel Management
Jul 11, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear guest, 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 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 greatly appreciate your comments about aspects of the room that need updating. 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 two 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 would be pleased to welcome you and your family back at The Reef Playacar. Kind regards,
3 out of 5
Recommended
for Everyone
by A verified traveler

Beatiful Beach!

Posted Jul 8, 2017
Nice resort, the food wasn't good. The front desk girl was kind of rude.
Comment from Hotel Management
Jul 10, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Gaby, 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. 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 sorry to hear that you did not receive the proper, courteous service we aim to please our guests with. We make all our efforts to make our guests feel special and valued during their stay and we will consider your impressions very carefully as we keep working relentlessly to maintain our high standards in quality and service as we endeavor to go beyond our guests' expectations. 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 Everyone
by A verified traveler from Temecula, Ca.

Not what I expected.

Posted Jul 8, 2017
Nice resort. Great beach location. Food in the resort is below average. Luke warm shower in the room any time of day.
Comment from Hotel Management
Jul 10, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Scott, We appreciate your comments about your recent stay in our hotel. We are pleased to know that you liked our hotel and the location. Concerning the variety of our buffet, we would like to inform you that we always try to please all our guests at the buffet restaurant by serving salads, different main courses including rice, pasta, potatoes, fish, meat and by serving fruits as well as desserts, the variety is changing daily. We apologize for the inconvenience you had in you room, we wish you had told us before you check-out, in order to give you a proper solution. 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,
2 out of 5
by A verified traveler

mixed feelings

Posted Jul 6, 2017
Good: Great on beautiful beach, warm welcome with drinks, clean spacious rooms, good food, most staff nice Bad: as soon as we checked in staff trying to sign us up for timeshare. Small pools, boring activities until foam party happened. Stayed in better hotels
Comment from Hotel Management
Jul 6, 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 welcoming you on the past days. It is a pleasure to know that you enjoyed our location, our rooms, staff and food. 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 are sorry to know that there have been some inconveniences regarding the Leading Vacation Club and we would like to apologize for this. 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,
5 out of 5
Recommended
for Everyone
by A verified traveler from south texas

Boutique resort

Posted Jul 6, 2017
Nice, small resort. Plenty of grub and beach chairs with umbrellas. Check in/out only few minutes. It was very relaxing. My 12 yr old daughter liked the beautiful beach and the pottery painting. Everyone was friendly
Comment from Hotel Management
Jul 6, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Chris, 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 glad to know that our staff provided a fast and efficient service. We would be pleased to welcome you and your family back at The Reef Playacar. Kind regards,