We have been coming to Hotel Playa every year for ten years. I can understand a few hiccups here and there(which there has been some in the past) but this year has changed everything for us. We arrived March 26th and left the 6th of April. We knew around Easter would be hectic, but who would of thought you wouldn't feel safe at your hotel. On Easter Sunday I was sitting under our palapia by myself as the rest of my family had stepped away for a little and I was over taken by 8 mexican men who already had two of there own palapia's. I did not back down, I called for the guard twice which he never came over, he only gave me the phone sign, I was then threatned to be stabbed by one of the mexicans, i left for my room and two of them followed me. I was very scared and shaken. my husband arrived back and immediatly went for the manager, which she was reluctant to do anything, to summarize a long story Hotel Playa valued the two nights the mexicans were staying there and allowed us(their guest) to be disrespected by other guest, spit towards, threatned and them throwing all there beer cans at us. We did not feel safe in our room either. We have always rented ocean front 1st floor rooms.
The manager said the guards don't understand english and that is why they didn't help me, however I know they under the "come here' sign. Everyday we always give cold coke to guards as they are standing in the hot sun, so we know that they can speak some english. Whether we order drinks or food we always tip the waiters on the beach, the young men that clean the beach and our room maid on a daily basis. We buy snacks and water for our room from Mega but haven't been bothered about bringing our items to our room or the beach. Roman is great at the little restaurant by the pool and we also enjoy the little grill set up by there too. We don't like the food at the hotel restaurant. Our favorite is EL Memien, a locals restaurant. Great food and a must try for anyone that hasn't eaten there.
Where will we stay next year? the sad thing is we love this hotel and it's location.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Your comment was brought to my attention and I want to start this communication with a sincere apology for not being informed earlier. I am sincerely concerned on your note and although I find this a “first”, it is also completely against our policies and standards. I hope you understand that during the time we had the honor of hosting you and your family, we did have a full house and the operation, as anyone at 100%, had a few hiccups as you mentioned. Although they are part of the downside of a hotel in search of optimizing occupation, there is still no excuse for what you experienced.
Unless I had additional information, I have no way of following up on this incident, which I would certainly assure you it was isolated. Playa Mazatlan in the last year has instated English courses on-site and free of charge, for all levels of our staff. I also understand that our Security Guard responsible of your area could have handled himself, along with the property’s reputation in a much better way, as per your description. I am also aware that he could have very well understood your request and opted for looking the other way. This is particularly where I am most embarrassed and concerned, as we have a long standing record of being, if anything, too strict on allowing access to our premises. Incidents like the one experienced, although first time it happens according to our records, it was poorly handled, from description received.
We would hate to see you go with another facility. We would certainly welcome another opportunity to erase this unfortunate incident. Playa Mazatlan is waiting for you with open arms and we are anxious to make things right.
We live on and encourage repetitive clients. Please let me know of your plans to return to Mazatlan. I very much look forward to talking with you, as I can assure you, after you give us the opportunity to host you again, your reviews will be the opposite of this year’s.
Hotel Playa Mazatlan
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.