The hotel has many positives, it is well located and has lovely finishings. This was our first trip to playa in 12 years and we were amazed at the changes. Our initial impression of the hotel was somewhat marred by the crowd that was loitering in the lobby when we arrived, it was as if the cast of the jersey shore was on location with crass, scantily clad, cigarette smoking people en mass. The hotel is non- smoking, but when the crowd loitered outside the front door smoking, the wind brought it in.
Gym passes available to an exceptionally well equipped gym with spinning, yoga and other classes daily. The gym was half a block away
Exceptionally nice porter
Imprevist restaurant (around the corner from the hotel, although when recommendations were requested for dining, this was not suggested, but apparently there is some affiliation with the hotel) the restaurant, which I found purely by chance was exceptional and we dined there twice.
Spa- I had a manicure and pedicure there and service was very professional and the space was clean and well organized.
Shower head was unable to be modified and felt as though you were being beaten by the force of the water. The shower head was positioned in a very awkward angle forcing you to be against the opposite wall to get the spray.
Hot water- this was something that was a significant problem, after 2-3 minutes in the shower, the water turned cold and needed about 30 minutes to reheat for the next shower.
Room 2 had no phone, so if you needed anything from the front desk, you had to walk across the courtyard to the reception.
We had signed up for the unlimited Internet use & calls to the US and Canada, yet there was no phone in our room. They sent a technician to the room after I had pointed out that we had registered for a package with no means to use a telephone. The technician said that there were no wires that had been run to the room to allow for a phone, he was supposed to return the next day when we were out to remedy the situation. In short, no phone ever materialized. Initially, the front desk told me that I would then just pay the same and use only the Internet. I pointed out that I had the expectation of being able to make calls based upon the package, it was then concluded that I would not be billed for the package.
Noise was not a problem until the last night of our stay 1/12 when there was a rowdy crowd until 4 am. There was no phone to call the reception to express concern.
The room, while finished in limestone and granite was dark and windowless, with the feeling of being in a deep cavern.
Housekeeping was pleasant, but there was sand on the kitchen floor when we arrived and it was never cleaned during our 5 night stay.
Internet was spotty and not consistently on. In the room, Internet was only available in the living area, but not in the bedroom.
Television- few English channels, not even CNN.
Thermostat control- there is an Eco control which means that when you take your key out of the power slot next to the door, the a/c turns off and you return to a hot room, the temperature automatically resets to 24C when the power turns on again. While I understand that energy is expensive, it is unpleasant to return from the beach to a hot room.
While the hotel has not control over its guests, there are many things that could be modified to make the hotel more comfortable and truly a boutique experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 16, 2013
Hi and Thank you for the kind remarks and as well for the recomendations as we need these in order to improve the guest experiences
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During Christmas and new Years and the BPM Music festival Playa del Carmen is packed with all sorts of people, Sometimes its best to travel off season when it is a little quietter.
Our property is non smoking, our staff is very aware of any loud guests and we control that very carefully, so that all guests inside the property can enjoy a smoke free , quiet and romantic atmosphere that we provide.
Upon check in our guests are provided with a list of our affiliated beach clubs abd restaurants along with discount cards to the beach clubs , gym and spa. Imprevevist is our favorite breakfast spot and guests are advised of this at check in.
We are environment and energy friendly hotel, all rooms have energy efficiant systems for air conditioning and electric. The majority of our guests apprecite our policies. Generally the rooms cool pretty quickly upon returning to the room. If its extra hot out it could take longer.
Our maids are always aware of any guest requests . When something is wrong we encourage the guests to report to our front desk and we take care of it very quickly. All rooms are swept and vacuumed prior to a check in and swept during a guests stay. It is possible that the maid missed a spot, and again we encourage all guests to make the front desk aware of any requirements or requests.
All rooms have double glass front doors, some of the bedrooms have double glass doors as well. All rooms have ceiling lights and floor lamps. it is odd that a room would be called dark or cave like.
All floors and baths are covered with a light colored marble and counter tops light colored Granite, just like the pictures show. We have had many positive comments regardling the cleanliness and decor of the rooms and property.
Upon check in the guest is offered a package of unlimited phone and internet. It turns out that this room was not yet connected as we just added this phoione service 2 days after the guest asked the wire was installed, of course the guest was offered a refund for the service. Now it is all set. and all 1 2 and 3 bedrooms have telephones.
Every room also has plasma tv with remote control in Mexico there are few channels w English, we have what is available.
The hot water heater was immediately replaced as a wire had shorted out and the shower heads are all top of the line high pressure Helvex and can be controlled from the handle
As always we welcome comments and suggestions from all of our guests
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.