Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Tripadvisor gives a Travelers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travelers and are ranked within the top 10% of properties on Tripadvisor.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Modern
City View
Languages Spoken
English, Spanish
Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Poolside bar
Nightclub / DJ
Meeting rooms
Rooftop terrace
24-hour security
Paid private parking nearby
Secured parking
Wifi
Rooftop pool
Pool with view
Adult pool
Outdoor pool
Breakfast available
Snack bar
Rooftop bar
Baggage storage
Sun loungers / beach chairs
24-hour front desk
Room features
Air conditioning
Housekeeping
Safe
Telephone
Cable / satellite TV
Flatscreen TV
Extra long beds
Bath / shower
Wardrobe / closet
Bottled water
Clothes rack
Iron
Private bathrooms
Wake-up service / alarm clock
Complimentary toiletries
Hair dryer
Room types
City view
Landmark view
Non-smoking rooms
Suites
Family rooms
Location
C Calle 8 Nte Mz 29-Lt 5, Playa del Carmen 77710 Mexico
Name/address in local language
The Palm At Playa
4.6 reviews
Getting there
Great for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
Excellent service from Moises, Damian, Octavio and Nadia. Excellent location, room. I recommend booking directly at the hotel and not through Airbnb since they do not clean your room, change towels or provide maintenance assistance.
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Date of stay: September 2023
Value
Location
Service
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Hotel with great location. Close to everything. We were traveling everywhere without transportation. The hotel is not with maintenance on the day. You notice details in it that would need more care. (walls, doors, towel, toilet dishwasher, drawers)
Breakfast is not Buffet style. So it ends up being time-consuming, but the food served is really tasty.
The towel they offer for the pool sometimes by the schedule, has no availability. We chose this hotel to stay half the holiday period, precisely to enjoy and do the tours of Isla Mujeres, Cozumel, Chichen Itzá, Tulum...so for a few times we had to repeat the same beach towel because we had no availability.
Now two things bothered quite: 1)The shower comes out little water, so for women with long hair, it gives a little work wash. 2) Now the worst is the disco "Clandestinos"that has on Fifth Avenue. The sound is unbearable for those with the room facing the street. The noise was until 3 a.m. If you're going to reserve, my advice is that you ask for an indoor room.
In addition, I recommend the hotel, it is pretty and super well located!
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Date of stay: June 2024Trip type: Traveled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
BUFFET simple but very complete, the warmth and attention of Juan Carlos and Gabriel to recognize at the end of breakfast they invited us to the bar counter to have some very delicious cocktails, especially a very fresh green mescalita allusive to the national month. Just because we already have plans, otherwise we would stay to spend the entire day with you, thank you. Do not doubt that we will return soon
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Date of stay: September 2023
Value
Location
Service
Trip type: Traveled as a couple
Room Tip:Â si quieres un desayuno buffet muy rico y con una vista incrible visita the palm
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The service left a lot to be desired, the rooms do not have an iron, you have to leave 200 pesos on account to lend you one, the towels look like towels for children, it is an illogical size, there is no blanket in the room, you have to order it at reception and the one they give you looks like plastic and this raspy. We found 2 times cockroaches 3n the room, the cleaning service is bad. In the suite the pans and kitchen utensils are dirty, with cochambre and rusty cutlery, reported at reception but no one did anything. To get towels for the pool you still have to leave 200 pesos as a deposit. Every day from 7am there is a horrible noise of music coming from the pool area, that stupidity one wants to rest and wake up late, not have electronic or reggeton music at 7am. Maybe every day the construction noises start at 7am, you can not rest. Cleaning service does not wash frets or clean the kitchen in the Suite. This is ridiculous, having known better an Airbnb. One day the cleaning service decided not to clean the room for no apparent reason, ask reception to clean the room please, the ladies came to do it very reluctantly and one of them taking pictures. The cable service on TV only gives access to national networks or in Spanish, my husband does not speak Spanish and I do not ask to watch any program or movie since nothing was in English, even European or American programs or television, everything was in Spanish. Normally hotels have an extensive cable TV service with access to channels such as HBO, Amazon Prime, Disney, etc., here you were asked to log in with your own account. The hotel also has no laundry service. I'm afraid the price-quality ratio is not good. For that price would have been better an Airbnb, it was definitely very bad experience, I do not recommend it and we will not return
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Date of stay: November 2024Trip type: Traveled as a couple
Room Tip: Busquen un hotel lejos de la quinta y la juarez, váyanse un poco más hacia las calles pasando la...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Where do I start! I booked this hotel based on the good reviews! On arrival at the hotel I was told check in want until 3, and the room wasn’t ready. I had no issues with this as per the check in details. I was told to place my luggage in an insecure room and I wandered up to the pool area, which seemed lovely on first impressions. I wandered out of the hotel and grabbed some lunch to return at the check in time. On returning to the hotel, there were three guests together clearly having check in issues and were refused a key card each. We checked in and was given a key card for room 010 with no explanation, the member of staff could not speak any English and the security guard pointed in the direction. I had booked a suite. This was the best accommodation on offer. What I was greeted with was vastly different. It was dark, smelt musty, the bedroom was on an internal corridor with no natural light, the terrace overlooked reception and you could hear everything. The bed linen was stained and covered in hairs with the audacity of a note saying charges would be incurred for any stains. We immediately complained and the receptionist was clueless and unable to help and couldn’t understand us. A member of staff from the tour table assisted and we were informed that there were no alternatives until tomorrow. Although we weren’t convinced by this. We didn’t unpack and went to the pool area and after having to request pool towels which were old and stained we ventured up. The pool area wasn’t busy and beds available, although the beds were old and d falling apart and only 8 in total. You had to arrange your own umbrellas which were a mish mash and some broken. Sophia at the pool was lovely and obliged during happy hour. We were informed that the hotel had recently been taken over and the pool bar had separate owners. The next day we attended reception at the requested time and we asked to views before moving, this caused some issues and they agreed. The room was 101 and was much better in comparison, although basic furniture and the bathroom was dirty but the linen was cleaner and the bed wasn’t broken like in the first room. The standard of cleaning was poor and staff would often have small children in the bottom of the cleaning trolleys whilst working. The pool towels were never changed and it was hit and Miss whether you got enough towels in the bathroom, along with toilet roll and without telephones in the room you had to visit reception. There was no hairdryer and water only given on first day.we did laugh when a note was next to say we owned mo way for stained items. I was ready for an argument on check out but it never happened and no money was requested. The hotel is in a good location for 5tb Avenue and has the potential to be so much better
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Date of stay: February 2024Trip type: Traveled as a couple
Room Tip:Â Would recommend elsewhere
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Gestor de Experiencia, Guest Services / Front Office at The Palm At Playa
Responded Dec 9, 2024
Dear Paradise08785347094, Thank you for sharing your detailed feedback with us. We are sorry to hear about the challenges you faced during your stay at Hotel The Palm. Your experience does not meet the standards we strive to uphold, and we sincerely apologize for the inconveniences you encountered. Rest assured, we will address the issues raised with our team to ensure improvements are made. We appreciate your constructive criticism and hope you may consider giving us another opportunity to provide you with a more positive experience in the future. Thank you for choosing Hotel The Palm, and we hope to welcome you back soon.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We’ve stayed at this hotel many times over the last 10+ years. I doubt we will ever stay at this hotel again. It has new owners since we were here last and it has definitely gone downhill. Staff aren’t very friendly, pool staff aren’t very interested in serving guests, towels are few (we had 2 bth towels and 1 hand towel in our room), when we asked for more the front desk clerk could not fulfill our request. We had to ask for our room cleaned as it was forgotten about. Pool towels are no longer available at the pool where you’d want them, you’ll have to wait to get them from the one person working the reception desk. The hammock which is a center piece in the pool is unusable as it’s torn to pieces. No improvements have been made to this hotel in the 10+ years we’ve been coming either. Sad because this hotel to be great.
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Date of stay: June 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Traveled as a couple
Room Tip: Being your own towels, maid and lower your expectations and you’ll enjoy your stay. Next trip we...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Gestor de Experiencia, Guest Services / Front Office at The Palm At Playa
Responded Dec 9, 2024
Dear Kevin, we sincerely appreciate your feedback. We're truly sorry to hear your recent stay didn’t meet your expectations. Our goal is to provide exceptional service, and it appears we fell short in several areas during your visit. We have taken your comments regarding the staff, pool service, and room amenities to heart, and will be addressing these issues with our team to enhance our guest experience. The condition of the pool amenities is also concerning, and we will prioritize these repairs. Your long-term loyalty means a lot to us, and we would love the opportunity to regain your trust. Thank you for bringing these matters to our attention, and we hope to welcome you back in the future with a much improved experience.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I have been staying at The Palm At Playa since 2016 (usually once or twice a year and I have recommended this place to all my friends and family). This most recent visit has been a complete disappointment. It appears that the property has made some major changes to the hotel and the team and in my opinion it is a net negative. I remember that years ago they welcomed us at reception with a complimentary drink and a smile. If we parked our vehicle, a worker would help us with our luggage in the underground parking lot. The receptionists were well trained and would make special accommodations for our unique situations (placing us in rooms that were less noisy). The elevators were always maintained and working (they didn't work on this trip). The showers always worked perfectly (we didn't have hot water in our room). I think the owners are making a big mistake by making these changes. I understand that they have to be more profitable, but in the long run this will not help them.
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Date of stay: November 2023
Value
Location
Service
Trip type: Traveled with family
Room Tip:Â No es el hotel de antes.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I booked this hotel for a solo trip reading the reviews and this happened. I went to the hotel in the morning, however since the room was not ready I was told to come back at 3 pm. After returning at 3 p.m., I was assigned a room with a window to an enclosed interior corridor (not shown in the photos) that smelled musty, in addition to being dirty with other people's hair. I notified the problem to the Front Office manager Octavio, who insisted that the claims were not real, but nevertheless had another room prepared and told me to return around 5 pm. I returned at 5 p.m., and was assigned an upgraded room, which again presented cleaning and maintenance problems. I found the bed covers stained with dirt, blood as well as hairs inside the blankets, in addition to various other problems. I again notified the front desk, and asked if I could cancel the reservation (as it was prepaid) because I did not feel comfortable staying in such a place; the Front Office manager Octavio informed me that they would not do anything, and that I should forward the request through my agency. However, since the reservations department was no longer present, they would not be able to do anything until today 08/11/23. I asked numerous times if it was possible by now to leave the first night and be able to leave the day after with no positive response. I was also unable to sleep as there was a party with loud music in front of the hotel until 3am. The breakfast was also really poor comparing the price, just some fruits, box bread, milk, premade coffee, and a hot plate that was not even good. I sent multiple requests to my agency to cancel this place and they keep replying that the hotel has to request it, and the hotel is actually stating that they are not going to cancel it and only the agency can do it. I do not feel helped at all from the hotel staff, which is evidentially just caring about the money, and not the client.
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Date of stay: November 2023Trip type: Traveled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Just to consider this hotel which by the front looks sloppy, I touch room 314 which is on the 3rd floor just below the bar and when this the activity of people is a movement noise of chairs and tables, the music is uncomfortable for those who go to rest as they put it to the loud volume, the noise starts from 7 am they start to put the music the same loud volume and this is not chido. They also don't offer you continental minimum breakfast, in my room there was not even water to drink, beware the photos of the internet are misleading those that they post on their page are totally different to the rooms. If you want a room with street view and a more or less remodeled is at extra cost. To me I wear internal view in pure palm tree which I do not dislike but if the noise of the movement of the chairs is really unbearable more during the night. If they can avoid staying there much better they have no respect for the people we are just going to rest and not go and tear up. Its pool is small despite the large space on the terrace. the page put a bar that is opposite the reception (incidentally very ugly) and that area is abandoned which gives bad looks to the hotel. Again I tell you the rooms are not like on the internet they always publish the remodeled and obvious the most expensive, they will always give the ugliest and unremodeled because they are the cheapest.
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Date of stay: September 2024
Value
Rooms
Location
Cleanliness
Service
Trip type: Traveled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
CONS The music and bass vibration from the club next door makes you feel like your room is literally in the middle of a nightclub and it goes on until at least 02:00 every day.
The room was very small and tired with less amenities than I expected, shower, toilet and bed are all in the same space. There was no natural light - one window which opened onto a brick wall. There was no mini bar or tea/coffee making facilities in the room which was poor for the price. Air con also broke two days before check out and the light switches had a mind of their own as to what lights turned on.
The breakfast buffet is very expensive for what it is, there are much better and cheaper places to eat a few steps from the hotel.
Entertainment: on the socials this place looks like there’s a BBQ and cool stuff happening regularly during the day time, there’s not. In 7 days, there was an open bar one evening for 450$ Mxn and one night of live entertainment.
Also, the hotel staff get you to wear a paper wrist band on arrival to show you’re a guest of this hotel, which I’ve never experienced before, and as a single traveller it came straight off for my security.
PROS The pool area is wonderful and if you arrive early it’s so quiet. The service is superb, albeit drinks are very pricey.
The hotel bed is really comfy and housekeeping are amazing - the room was beautifully clean every day.
Location is convenient, it feels safe and it’s very close to a few amazing food places, the ferry and the beach.
Would I stay here again? Sorry but no, it’s ridiculously noisy and the room was drab - there are better hotels in quieter areas of Playa for less $
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Date of stay: December 2022Trip type: Traveled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Palm at Playa, Ventas at The Palm At Playa
Responded Dec 26, 2022
Dear Guest, Hello dear guest, Thank you for taking the time to share your message with us, all messages are welcome as they help us improve the quality of our service. If you are still with us you can go with our concierge team so they can provide you with the attention you require. Or you can contact us privately on our social networks to give you the support you require. Greetings from The Palm at Playa team.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
$62 - $98 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
70
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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