Ratings based on 1,329 Verified Reviews

They paid and stayed. We double-checked.
3.9 out of 5
80% of guests recommend
4.2 Room cleanliness
4.1 Service & staff
3.8 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
They paid and stayed. We double-checked.
3 out of 5
by A verified traveler

Close to the bewch

Posted Jul 28, 2016
Dated hotel, musty odors. A/C needs repairs, TV in room is not programmable to set English if you don't speak Spanish. This hotel caters mostly to the native tongue.
3 out of 5
by A verified traveler from Los Angeles

Excellent staff, nice hotel. Food is horrible.

Posted Jul 18, 2016
Not very picky on food but when you are there for a week you start to notice that the food left over from breakfast of lunch is served dinner. Honestly not worth the all inclusive price. Employees are awesome!! Very hard working. Watch out they are instructed by management to go in your room anytime to get the blue beach towels. They came in while I was showering and my husband was in underwear. Called the Mgr and he said that that they can go in when they feel they need to. What the heck! Crazy. I will never return.
2 out of 5
by A verified traveler from California

Not a place for seniors!

Posted Jul 14, 2016
Pros: I loved the setting...a nice place for anyone without a walking problem or disability.....
Cons: More senior accessible!!!!
Location: Not within walking distance to anything for a senior!
The grounds are immaculate and I loved the jungle setting....I had a lot of trouble getting around due to a lack of railings to get down stairs and no support to get in and out of the pool. The food was the worst ever. Hamburgers were kept in water before grilling! (and I'm a person who can eat fried spam sandwiches). Discourage setting an appointment for the time share talk...tell them you live pay check to pay check! The 7 night stay free come on is worthless!!!!
4 out of 5
by A verified traveler

Beautiful hotel on an amazing beach

Posted Jun 25, 2016
Just stayed a week with wife and 3 kids... Plus... Clean; great staff; beach was amazing - like stepping on powdered sugar; 10-15 min walk to 5th avenue where all shops are; Cons... Food variety not great; bed was hard
3 out of 5
by A verified traveler

nice property, clean, good staff.

Posted May 24, 2016
Pros: small, convenient to downtown
Cons: compassion to guests
Location: lots of things to do in town, shop eat, tours
lost two days of full access to our room because they were trying to fix the air conditioner. no a/c for two days. They were aware of this and offered no compensation or move to another room.
Comment from Hotel Management
Jun 10, 2016 by General Manager, Hotel Management
Dear Anonymous, We sincerely appreciate the time invested to share your detailed, personal impression of your recent visit at our resort, it was all our pleasure to host you. Indeed, our wonderful position in the Playacar allows us, to provide unique and recreative vacations. It is a separated, safe and quite neighbourhood, which is only a few minutes far away from the heart of Playa del Carmen, the 5th Avenue. We are very sorry to learn about technical defect you experienced in your room. Our facilities are supposed to work properly, as we are maintaining them regularly. In exceptional cases, we make all our efforts to repair arisen defects immediately. We would like to ask you kindly to excuse any inconveniences that may have arisen due to that incident and will share your comment with the appropriate departments, in order to ensure that such an occurrence will not happen again. 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, General Manager
1 out of 5
by A verified traveler from P

Not a 3.5 Star hotel. More like 2.5

Posted May 20, 2016
First time going to Mexico for my ann'y. When we arrived at the hotel, we were greeted by a man selling tours. He was very pushy and would not take no for an answer. Also, we were given two beds for even though it was a special occasion. They finally switched our room but it got worse. Tub broken, sink wouldn't drain and the room felt old and outdated. Also, the food was cold, and not very tasty. Me and my wife not eat pork, and there was no substitute so I was not able to have meat for breakfast everyday. Had to ask to speak to a manager and he was very nice in trying to make it right. Still spoiled our trip we planned for 3 months. Only fun we had was leaving the resort. I was tempted to find a different place to stay, my wife was disappointed. Would never stay here again.
Comment from Hotel Management
Jun 10, 2016 by General Manager, Hotel Management
Dear customer, Thank yo for your feedback. Naturally, we are disappointed to learn of you rating your stay so poorly and that your experience was less that satisfactory which is not in line with the usual high standards the hotel prides itself on. First of all, it is important to know that the Leading Vacation Club provides 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. If this happens we would like to request you kindly to contact our membersservice. 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. Furthermore, we have an assortment 3 individual a-la-carte restaurants at our disposal. We are very sorry to learn about incidents you experienced in your room. Our facilities are supposed to work properly, as we are maintaining them regularly. In exceptional cases, we make all our efforts to repair arisen defects immediately. We would like to ask you kindly to excuse any inconveniences that may have arisen due to that incident and will share your comment with the appropriate departments, in order to ensure that such an occurrence will not happen again The situation mentioned in no way reflects our standards and rest assured we will consider this situation with the Management, in order to avoid any further inconveniences. We are saddened to read that you do not intend to return to our resort but we truly hope we may prove you in the future our commitment to exceptional customer service and satisfaction. Kind Regards
3 out of 5
by A verified traveler from Brasil

Area verde/Natureza

Posted May 11, 2016
Pros: Area verde ,localização ,praia e limpeza.
Cons: A Comida pode melhorar.
Location: 15 minutos da 5av e beira mar otimo ponto forte
Gostei pq eh pé na areia e tem alma,nào eh um predio frio, muito verde nas areas comuns, passa um rio subterraneo pelo hotel. A comida não é boa, os drinks são ok, o atendimento é ok, o condominio playacar é super agradável ,eles emprestam bici o q favorece o passeio e é a 15 min da 5av.
Comment from Hotel Management
May 14, 2016 by General Manager, Hotel Management
Dear Noori, We sincerely appreciate the time invested to share your personal impression of your recent visit at our resort, it was all our pleasure to host you. Indeed, we aim to create a familiar, relaxing atmosphere at our resort. Our jungle distinguishes our hotel. Our wonderful position in the area Playacar allows us, to provide unique and recreative holidays. It is a separated, quite area, which is only a few minutes far away from the heart of Playa del Carmen, the 5th Avenue so that mobility is still guaranteed. Concerning the food, we are disturbed 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 at one of our two a-la carte restaurant (Italian and Mexican). However, please be assured that we will share your comment with our executed chef. Once again, 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. Kind Regards, General Manager
3 out of 5
by German Federico

Posted Apr 27, 2016 on Hotels
Comment from Hotel Management
May 5, 2016 by General Manager, Hotel Management
Estimado German Federico, Muchas gracias por su feedback. Lo vamos a considerar. Saludos Cordiales, Director General
4 out of 5
by A verified traveler

Posted Apr 24, 2016
It was a great experience. The staff was great and very helpful.
Comment from Hotel Management
May 4, 2016 by General Manager, Hotel Management
Dear Anonymous, Thank you very much for your commendatory feedback. Your satisfaction is our reward and we would be happy to welcome you here again in the near future. Kind Regards, General Manager
2 out of 5
by A verified traveler from Boston

Beautiful beach, lack luster hotel.

Posted Apr 22, 2016
Where do I begin. First, upon arriving at the hotel, we got suckered into attending a 3 hour long sales pitch about joining their "vacation club." Which is basically a timeshare without being called a timeshare. After telling the woman at the desk we had been up since 2am and that now it was 4pm and we'd prefer to talk about it tomorrow, she was unrelenting so we gave in. That entire experience was already annoying and we werent in our rooms yet. The room itself was not as nice as the pictures made them seem. We barely had hot water to take a shower in. The pillows were absolute garbage, and the TV played one American TV channel out of like 25....that also sucked. The walls were also basically paper thin...you could literally hear every conversation, at every hour in the morning. Luckily our guestmates were older and quieter, but I could see how this might be horrible for someone else. The food was a big disappointment. I get that I was in Mexico.....but every option in the buffet was reeeeal Mexican. I would definitely not stay here again.
Comment from Hotel Management
Jun 10, 2016 by General Manager, Hotel Management
Dear Michelle, Thank you for your recent review about your stay at our hotel. It is truly disheartening to hear that we were not able to meet your expectations. We would like to inform you that the TV-channels that we offer are provided by an external provider who defines the program that we will be receiving. Unfortunately, we do not have the power to adjust the content. However, it is every effort taken to guarantee a variety of channels. We hope for your understanding that we need to be flexible in order to meet all our guests' wishes, as we do receive guests from all over the world. Regarding the food at the buffet, we definitely will check with our F & B manager what we can do in order to improve this and are grateful for your comment. We express our most sincere apologies for the inconveniences you experienced at your room and will consider your comments internally. We always pride ourselves on our high level of service and hospitality and where an issue is identified then we strive to learn from it and improve our service for all our guests. It is important to know that the Leading Vacation Club provides 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. If this happens, we would like to request you kindly to contact our membersservice. Once again, 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. Kind Regards, General Manager