Ratings based on 1,479 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 New York, NY

Cozy tropical setting, beautiful beachfront.

Posted Sep 6, 2017
I had a nice relaxing week stay in this place. Loved the tropical setting and beachfront with umbrellas. Recommend to take platinum upgrade for huzzle free internet and restaurants/bar access. Food was good, Italian restaurant is excellent. Also Samurai at the sister property was excellent. Service was great for the most part. Reception is a bit slow but accommodating. The room was specious and clean however a bit outdated. Loved the ice cream parlor and coffee/team afternoon sessions. Overall enjoyed my stay, the hotel definetly delivers what promises.
Comment from Hotel Management
Sep 8, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear Marina, 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 pleased to hear that you enjoyed our lush gardens! The nature surrounding the property is a favorite of ours as well. We are delighted to read that you took the opportunity to enjoy the complaisantly of our all-inclusive concept. Indeed, we strive to meet all our guests' wishes and preferences by serving a wide choice of dishes at our 4 individual restaurants. Our executive chef will be glad to hear about your positive feedback. 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. We hope to welcome you back to our hotel. Kind regards,
3 out of 5
Recommended
for Everyone
by A verified traveler

Beautiful beach is the best part about this hotel

Posted Aug 31, 2017
The beach is beautiful. We also loved the gated area of Playacar the hotel is in. We also liked the smaller feel of the hotel with the rooms being in villas and the jungle feel throughout. For what we paid we would go back again for the location and beach, however there were a few lackluster things. Food is okay. Again for the price it was about what I expected; nothing fabulous just kind of subpar. We didn't go to the Italian restaurant so can't say how it was. Our AC worked very well, however we only got semi warm shower water after letting it warm up for several minutes. A cold shower everyday is not the greatest. Also on the last night we came back late after being out on an excursion all day and our room was flooded. They did come in right away to try to fix it, no one could figure out where the water came from, and clean it up but unfortunately some of my clothes were soaked. They did offer to move us but it was late, we were tired and it was our last night so we didn't want to pack up and move just to wake up and pack up again. No other compensation or anything was offered to make up for it but we also didn't push the issue. Bartenders are awesome! If you are looking for a moderate hotel with a great beach and good drinks this is a great place to stay.
4 out of 5
Recommended
for Everyone
by A verified traveler from seattle

Nice hotel close to the beach

Posted Aug 30, 2017
Our experience at the Reef was overall great. Hotel staff were friendly, attentive and tried their best to give you great service. If you're a good tipper they will go above and beyond for you. The spa was nice but just one thing I'd change are the massage table head rests, they smelled weird and where the hole was supposed to be it had wood. Basically putting your face in it during a massage wasn't pleasant. The buffet food was good and drinks were amazing at the bars. I'd definitely recommend this hotel to my friends.
Comment from Hotel Management
Aug 31, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear victoria, 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 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 appreciate the spa suggestions and we will let the Spa manager know about it. We would be pleased to welcome you and your family back at The Reef Playacar. Kind regards,
3 out of 5
by A verified traveler

Beach vacation

Posted Aug 24, 2017
Pros: The staff was the best. They were very friendly and helpful. The rooms and property was very clean.
Cons: The food, beds, hot showers.
Location: Was pretty close to shopping and things to do.
The hotel was an okay place to stay. We were there for 7 days and only had one hot shower the rest of the time they were cold not matter what time of the day. The food was okay nothing I would go back for. The beds were way to hard and left us stiff and sore.
5 out of 5
Recommended
for Everyone
by A verified traveler from texas

Great staff, beautiful beach, close to 5th st

Posted Aug 20, 2017
The Reef Playacar was amazing! Everyone that works there was so nice and welcoming from the bartenders Eddy, Luis, and Alexis to the fun towel guy and the waitresses and housekeeping. They kept the property clean at all times and the beach was perfect! It was always clean and looked like a real paradise. The food was delicious at the buffet which is where we normally ate. The buffer had different food choices everyday and so much to choose from. The Mexican restaurant and the snack bar were good too. We didn't go to the Italian one. The ice cream parlor was good and our overall experience was magnificent! We are already planning our next trip back. Great for everyone whether you are a couple, single, or even family friendly.
Comment from Hotel Management
Aug 31, 2017 by Micaela Castilla - Brand Executive, Hotel Management
Dear fab, 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 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, especially with Eddy, Luis and Alexis. 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 3 individual restaurants. Our executive chef will be glad to hear about your positive feedback. We are looking forward to welcoming you soon again to our hotel The Reef Playacar Kind regards,
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,