Ratings based on 420 Verified Reviews

4.4 out of 5
86% of guests recommend
4.7 Room cleanliness
4.7 Service & staff
4.5 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Getaway With Friends
by A verified traveler

Posted Jan 27, 2018 on Hotels
Comment from Hotel Management
Feb 1, 2018 by Playacar Palace, Hotel Management
Dear guest, Thank you so much for your rating, we really appreciate it and we all look forward to your next visit.
5 out of 5
Recommended
for Everyone
by A verified traveler from Baltimore, MD

Consistently Wonderful Service

Posted Jan 15, 2018
Pros: Everything--rooms, food, service
Location: You are right next to the ferry and shopping
We stayed at the Playacar Palace for 4 nights and can't say enough about the hotel. The service was impeccable from start to finish. We were at a Ritz Carlton in another location prior to our stay at Playacar and the service and attention to detail was better at the Playacar. Even at the buffet, the service was spot on--they would offer to carry your plate to your table! The hotel room was spacious (we had a Superior Deluxe Ocean View) as was the bathroom. The hotel is not too big so when they have nightly entertainment, the staff remembers your name and really engage with you. The only small negative was that due to the last hurricane, the beach has eroded some which means that you notice the foot traffic on the beach more, but having wait staff on the beach who never let your glass get empty keeps your mind off of that. I would highly recommend staying here.
Comment from Hotel Management
Jan 17, 2018 by Playacar Palace, Hotel Management
Dear J, Thank you so much for your kind words,we all feel so honored by reading your review, we apreciate your recognition to the staff, they all work very hard in order to provide you with the best posible service, we all look forward to have the opportunity of welcoming you back.
1 out of 5
by A verified traveler from Buffalo

Great staff but HORRIBLE New Years eve

Posted Jan 7, 2018
Pros: location but it is by the ferry to Cozumel and therefore people walk through the seating area all day
Cons: The food and beverage manager!!! Don't us the resort points because you will pay 16% interest which-is basically what everything costs anyway.
The hotel is small and conveniently located to Playa Del Carmen. The staff is excellent particularly the beach and server staff. Some names include Eder, Paulina, Josefina, ands Ignacio. The food and beverage manager was perhaps one of the worst hotel staff members I have ever encountered! The hotel had a New Years eve event and they put my family of 5 at 2 different tables. We sought out assistance a few days before New Years with numerous members of the staff which was fruitless and then took our concerns to the food and beverage manager. She said she would try to accommodate us. When we showed up for the dinner the food and beverage manager was at the checkin and clearly did nothing to ameliorate the situation. She placed my 3 young children at a different table despite the fact hat there were 5 empty seats at our table. When I suggested that my children sit with us and that perhaps the other group of 4 sit where my children were they said that the group of 4 had specifically asked to sit at that specific table. This table was about 10 yards away from the other table. I suggested that this was ridiculous since the tables were literally 10 yards apart with no difference in view. THIS RUINED THE ENTIRE DINNER. I will add that the 4 people never showed and I eventually moved my 3 children to our table. The food and beverage manager still came over, CONFRONTED US and said we could not do this. INCREDIBLE!!!!!!!!! Moreover, the dinner was horrible!!!
Comment from Hotel Management
Feb 17, 2018 by Playacar Palace, Hotel Management
Dear Dr Mike, Receive my greetings from Playacar Palace, Please accept my most sincere apology for the incidents you experienced during your stay. Regarding the food I would like to let you know you that we take very serious all suggestions and comments from our guests, it is the only way to improve our service,we took good note of your comments and we want to assure you that if you could give us the opportunity to host your next holiday you will enjoy it. Our main commitment is to ensure our guests' satisfaction and we look forward to welcoming you back and create a truly Playacar Palace experience. Please feel free to contact us for any other comments, suggestions or assistance you might need. Best regards,
3 out of 5
Recommended
for Everyone
by A verified traveler

Tough Beginning Great Ending

Posted Dec 26, 2017
Pros: That we can go to many Palace hotels to enjoy their amenities. We went to the Cozumel hotel and it was fantastic.
Cons: The food menu items since there really only one hotel.
Location: We went to Xel-ha and we used public transportation from a bus company that has a depot blocks from the hotel called ADO. We took the Fairy for $8.00
We have been staying in Palace hotels for quite some time (10 years) and when we arrived we kept being hounded to buy something. From the moment you land at the airport, the aim is to have us comit to a time share or a tour of some sort. We had to wait very long for our pre-booked shuttle to the hotel. The a day after we landed, we tried to book spa reservations but we got the run-around with the goal to have us hear a sale pitch. We just went to the nail spa next door and got a mani/pedi. :-) Without the hussle. We were called early in the morning to invite us to stay at the Le Blanc which I'm sure is impressive but that is not what we wanted. We wanted a bit of local life and beach life. We advise the hotels to leave us alone to enjoy what we work for all year. Also, it seems like tips (eventhough it's all inclusive) takes you a long way.
Comment from Hotel Management
Dec 30, 2017 by Playacar Palace, Hotel Management
Dear Guest, Thank you for being such a valuable guest to Palace Resorts. We really appreciate your preference and we want to thank you for taking the time to give us your well balanced feedback as a guest who know the Palace Resorts Services, we highly regret your not that good experiences, it is such a shame that you did not contact anyone at the Management team in order to help you improve your experience, since we strive to provide you with the best possible service and those details are definitely something to look after. Please rest assured we have already verify this with the departments who are involved. We really look forward for your next visit to any of the Palace Resorts.
4 out of 5
Recommended
for Everyone
by A verified traveler from New Jersey -USA

Great Stay at Playacar Palace

Posted Aug 14, 2017
Playacar Palace located right in heart of Playa Del Carmen... easy to walk on 5th Ave- shopping as well close to pier to take ferry over to Cozumel ! Highly recommend going over and spending day at sister hotel in Cozumel . We enjoyed our day there and was able to snorkel ! We truly enjoyed our stay at Playacar Palace and was pleasantly surprised just how good the food was for an all inclusive! All restaurants were delicious especially the Italian , we went 3 times and tried many different dishes all that were prepared deliciously. Definitely go to adults only Mexican a true gem that was very yummy as well as Brazilian! We enjoyed breakfast daily at the buffet which was consistent and fresh! As well enjoyed pool side grill for lunch or even going in for buffet ! The staff was very attentive especially the waiter & waitress staff . Our room was super clean , bed and linens super comfy ! The beach is nice , but would have liked chairs closer to the water. Yes their is seaweed and could have been maintained a little better. The walks along the beach were very nice and safe. We did use some Resorts credits and yes there is a 16% tax /service charge - was able to have a wonderful double massage & highly recommend going to the spa it was beautiful! We do think the people handling all the bookings for exercusions and use of the resort credits could have been more thorough and accommodating. Lastly, definitely would recommend and loved the small boutique feel of the hotel
Comment from Hotel Management
Jan 31, 2018 by Playacar Palace, Hotel Management
Dear C & A, Thank you so much for sharing your comments with us. We are glad to know you had a good experience during your stay at Playacar Palace. Although we didn't reach the maximum grading, please rest assured we will keep working hard in order to ensure your next visit will completely surpass all of your expectations. Thank you for choosing us, we hope to see you around once again soon! Best regards, Playacar Palace
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice ubication

Posted Aug 13, 2017
The staff is very cordiality, ubicatication is the best !, very close to the 5th Ave at Playa del Carmen. Buffet is really good with variety of food every day , service is excellent ! Pool activities are fun , beach area is really cool ! Nice experience!
Comment from Hotel Management
Aug 14, 2017 by Playacar Palace, Hotel Management
Dear Alicia, Thank you so much for choosing us and sharing your comments with us. Your satisfaction is the most important at Playacar Palace and we're happy to know it was successfully accomplished. We shall see you soon! Best regards, Playacar Palace
4 out of 5
Recommended
for Everyone
by A verified traveler from Los Angeles

Perfect location

Posted Aug 1, 2017
Amazing staff. Everyone went above to make Our stay pleasant. I would not recommend the spa. Massage was a 1. And then I felt as I was being rushed out. Good is excellent. Near ferries and night life.
Comment from Hotel Management
Aug 2, 2017 by Beach Palace Cancun, Hotel Management
Dear Leslie, Thank you so much for choosing Playacar Palace and sharing your comments with us. We are always eager to hear our guest's feedback and learn from your perception, this help us to identify where should we focus our attention and therefore improve the quality of our services to always meet your expectations. We hope to be honored with your visit once again soon. Best regards, Beach Palace Cancun
1 out of 5
by A verified traveler

Disaster organisation !!!

Posted Aug 1, 2017 on Hotels
We reserved and paid room on hotels.com, and when we came there it was no room for us!? Over booked!? Unprofessional, disaster!!! They kick out us-on the street...
Comment from Hotel Management
Aug 4, 2017
Dear Guest, Thank you for sharing your comments with us. We truly regret your perception. Please rest assured we will address this issue directly with the areas involved for a proper follow up. Our sincerest apologies for the inconveniences. Best regards, Playacar Palace Team
4 out of 5
Recommended
for Everyone
by A verified traveler from California

Close access to downtown.On the beach.

Posted Jul 10, 2017
Loved everything about this hotel except the buffet. It was good with a bunch of varieties but being a foodie found it hard to find items I liked.
Comment from Hotel Management
Jul 12, 2017 by Playacar Palace, Hotel Management
Dear Chef, Thank you so much for your comments, we read them all and pay special attention to the tips and suggestions we receive, always looking forward to improve and serve you better. Thank you for choosing us, we hope to see you around once again soon! Best regards, Playacar Palace Team
5 out of 5
by A verified traveler

Posted Jun 19, 2017 on Hotels
In general, great service at Playacar Palace. The honeymoon suite was beautiful. Christhel in the Italian restaurant was great as well as the manager of the restaurant.
Comment from Hotel Management
Jun 21, 2017
Dear Guest, Thank you so much for choosing us and sharing your kind comments with us, we truly appreciate it. Your satisfaction is always the most important for us, We shall see you soon! Best regards, Playacar Palace