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“July destination Wedding” 3 of 5 bubbles
Review of Playacar Palace

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Playacar Palace
Ranked #18 of 212 Hotels in Playa del Carmen
Certificate of Excellence
New York City, New York
Level Contributor
54 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“July destination Wedding”
3 of 5 bubbles Reviewed August 26, 2013

We were here for almost a week for our wedding so this will be a lengthy review.

This originally would have been rated as "Very Good" but with issues that came up during our stay: 7/17-7/23 and after our stay, I just cannot do it. I'm giving this an average rating since the staff here is very nice and their service is very friendly. The front desk was wonderful in the middle of the night when our flight was delayed and we had to check-in after 2am local time. Thank goodness for 24 hr room service! We did not have any towel issues during our trip at all which was great! But our guests did get the switcheroo w/ the products in their rooms. We had a concierge level and did not get l'Occitane products but had CHI. Other friends started off with one and got refilled with another. The CHI hair dryer and flat iron are a nice touch and the in-room safe is easy to use but some of us had issues with broken safes *wouldn't open* and had to call down for service a few times.

My nephew celebrated a birthday while in Mexico. The asian restaurant Mo-mo-no-ha-na was accomodating to our large last minute group of 15. We were given 2 tables and they even got a bday cupcake and sang for my nephew! Lovely dinner and the staff as well as the manager Angel were great!

All our bfast & lunches were spent at the buffet Cafe Del Mar and they had a great variety of food. Salads, freshly grilled *fish, chicken, pork, burgers, calarmari, etc, hot items and lots of desserts. The staff here is friendly & attentive and the one young female grill chef *forgot her name* was awesome!! She always grilled the fish/meat/seafood just right & was efficient w/ the long lines. Great mojitos, coffee and juices too.

Our group took full advantage of the pool bar and loved the bartender there. He had great drink suggestions to keep everyone "hydrated" throughout the day. Everyone also enjoyed eating at the pool. Waitstaff at the pool is also efficient and go by often to check if you want drinks.

Late night every night was spent @ the Luna Lounge as it was nicely air conditioned & always had entertainment as well as an awesome bartender and waitress. They kept the drinks coming, were friendly and fun. There's 2 pool tables and during our trip we saw a singing performer, an illusionist *great one!* & karaoke night.

I had a few appts at the spa for massages, hair & makeup test and hair and makeup for our wedding. I had the citrus massage *good*. The spa facilites have: sauna, steam room, hot tub, etc. My hair and makeup appts were great, my stylist/makeup artist had 17 yrs of experience and did a lovely job. The only complaint would be the horrible lighting they have for the styling chair as they are not makeup lights but are just high hats which act as harsh spotlights beaming down and make it hard to see how even makeup is. New lighting is needed for the makeup applications to make it easier on the artist and the guest.

We had a welcome dinner set during our stay for our guests @ Terrazza and the food & service were great! We had a resort photographer booked for this dinner since we were not using them for our ceremony. NOTE: although photo package A was part of our wedding package, when confirming the photog we were told of a $69 fee we had to pay for "shipping" bc it takes 6 days for the photos to process & since we were there until Tues morn, they would not have sufficient time to complete our booklet & single print. To not lose this part of our wedding package, we paid this fee. Photography was only for 1 hr so we selected the 1st hr of our dinner. On the night of the dinner no photog showed up. Our wedding planner Yasmin quickly worked on this and had another photog fill in an hr late. He was nice and professional, looked like he had the right equipment & took a lot of pictures for an hr. We just received our book and single print on 8/16, nearly a month after our dinner. Book was mostly filled with blurry photos and we're sorely disappointed in having spent $69. I was definitely glad we didnt use the resort photog for our wedding itself. So beware.

We also booked a group ATV excursion for our group using resort credits for all of our guests and only my husband & i had to pay the full amount since we had put all our credits towards our wedding pacakage. We had received confirmation from Palace Resort *Daniela*, which clearly listed everyone & stated next to each room their conf# & the resort credits charge + *tax *the only portion they are responsible for* that was to be charged. All of our guests had ample resort credits and most if not all had leftover credits upon checkout. Despite this, the resort incorrectly charged our group the full amount INSTEAD OF using resort credits + charging ONLY the tax. For those of us who accidentally found this info while at the front desk for something else, we were able to get it corrected. Unfortunately, some of us left on early morning flights & were not aware of this issue until checkout but were unable to get this fixed and were NOT allowed onto airport transfers unless the invoice for the erroneous charges was signed. Thank you for being so great to our group. We were not made aware of that last part until our return to the States. At this point, Palace Resorts has not been helpful and as of today 08/26/13, we are still working on getting the charges back. What was a great group outing has turned into such a headache and we're just sorry anyone had to pay for something by being bullied.

NOTE: If you plan on using resort credits for any activity, spa appt or anything at all they're eligible for, check your room's charges right away to make sure all charges are correct. Otherwise their error may turn into your headache.

Our ceremony, cocktail hour and reception were great. Our wedding planner Yasmin, her assistant, the host Antonio and the rest of the waitstaff/bartenders did a wonderful job. During our ceremony on the beach it was definitely crowded so there were a lot of people in the background of our pictures. I have no idea if the staff tried to ask any of them to move but we pretty much ended up with the busiest pool & beach day as our wedding day. No way to know this but can get interesting when you're trying to take wedding pictures & some woman is screaming at her children for 15 mns from 20 ft away. Or having people walk by during our ceremony and stop right by us and look. We were happy with the food that we had selected for our cocktail hour as well as our reception and our cake was YUMMY!!! *Tres Leche w/ whipped cream* We were sad we couldn't take the rest with us...

The morning after our wedding we had our complimentary honeymoon bfast in our room. This was lovely & there was tons of food, fresh fruit and juice/coffee. We did miss out on the bottle of sparkling wine & cupcake that we were supposed to get upon arrival which was never delivered but we didnt throw a fuss. We did also get complimentary Palace Resort tshirts as souvenirs.

Since we were so busy we were only able to take advantage of our Concierge beach VIP area late on our last afternoon. We were excited to finally try the wings all our guests had raved about & just relax/finally enjoy some time on the beach. We were rudely informed by the waitress working our section that the kitchen was closed and we could only get drinks. It wasn't even 4:30pm. Isn't the snack bar open til 6pm? what did we miss here? I asked if any food at all was available since we were starving and she replied no so we just ordered drinks. After she left, I got up and walked up to the pool bar and people were munching away. The pizza oven was still going & the gourmet pizzas were going to start. I stood around for about 10 mns while the same rude waitress went to get me a menu. The chef was friendly but the waitress was very rude and kept making comments. After ordering our pizzas I asked if it was possible to have them brought to us on the beach and the waitress replied with an emphatic "NO." So I stood and waited. After a few mns another waiter came by to see if i needed help and after I told him I was waiting for pizzas to go back on the beach, he informed me that they could bring it out to the beach. No problem. The waitress then scowled at him while he continued to smile and tell me all was ok. Eventually it was the pizza chef himself who delivered our pizzas. Had I known, I would have just waited but thank you for ruining the ONLY time we got to spend on the beach as a newly married couple. So much for VIP beach service. Although I must say she was the only rude waitress our entire trip. That's pretty good.

Our last night in Mexico we had our special romantic dinner at Terrazza that is setup by the resort. We wish we hadn't had a late snack from the pool's pizza chef but we were so full and yet still tried some of each course. All the food was delicious, artfully plated and the service was attentive and very nice. We were just so full and tired from our whirlwind week that we didn't linger as long as we wanted.

All in all we had a memorable time at Playacar Palace. Met some great people and our only wish is that it had not been marred. We had originally planned on returning for an anniversary trip but now we are skeptical.

Room Tip: Rooms on the end with balconies facing the ocean are the best with unobstructed views if you are pay...
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  • Stayed July 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank Caroline L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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4,170 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,068)
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English first
Bradford, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed August 25, 2013

We visited this hotel for 10 days in August 2013 and had a fabulous holiday. It is the best hotel for customer service and all the staff were friendly and helpful. Our room was spacious with all amenities and cleaned daily with fresh towels and bar restocked. All the restautants had a good choice of food, which was always presented well and delicious.There was entertainment every evening in the hotel, although 5th Ave was a 5 minute walk away which has a array of shops, bars and restautants with live entertainment at many. We used the hotel credits for a trip to Talum,Swimming with dolphins and stingrays and numerous visits to the Spa, which was new and luxurious with a good choice of treatments.There were areas in the hotel in need of a repaint, although this was obviously ongoing and people were measuring around the pool area to upgrade, however this did not effect our stay. I would recommend this hotel and resort for an enjoyable holiday and can't wait to return. Well Done Playacar Palace and all the staff who worked so hard to please.

Room Tip: There are two rooms in corridor next to bar area and italian restaurant, which were noisy, however w...
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  • Stayed August 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Karen G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PlayacarPalaceGM, General Manager at Playacar Palace, responded to this review, August 26, 2013
Thank you very much for your warm review Karen. We all, the Playacar Family, hope to see you back soon.

Hasta Pronto

D. Rubio
Playacar Palace GM
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Biggleswade, United Kingdom
Level Contributor
20 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
4 of 5 bubbles Reviewed August 23, 2013

My wife and 11 year old girl stayed at the Playacar Palace from 27th July until 10th August. The service is second to none. We had a room on the bottom floor which was a minute walk to the pool and restaurants. There are 3 restaurants. The Asian, the Italian and a buffet style restaurant that we used for breakfast. Make sure you try the omelettes...fantastic. All 3 restaurant were good. It depended on what mood you were in really. The Italian was the best in my opinion. Make sure you have a Mayan Coffee and enjoy the show. The pool is very nice but we found that people were reserving loungers fairly early which is always annoying, If you can't beat them then.....

The entertainment was a bit repetitive bit to be honest we were always back in our room about 9 pm unless we walked to 5th Avenue which is 5 minutes away. We are not as young as we used to be (well my wide isn't!). Resort credits are good but you do have to pay 11% tax, but for what you can get it is well worth it. Excursions, spa, golf lessons wine upgrades etc.. We had $2500 but only spent $1400 as we didn't have enough time to spend it all. You can only spend $500 on the spa mind you. So we ended up spending $150 odd dollars (£90 odd). You can upgrade your room but to be honest we only slept there so it was not an issue and the room was OK. Every room has a Jacuzzi. Ours also had a balcony and although it was a resort view we could still see the sea. The area around it was undergoing some work but we hardly used the balcony so it was not a concern. We did a presentation to become members and although it is a good idea on the face of it, we did not want to be tied into this and it was quite expensive (although they do reduce the price when you say 'No'). We did however get a free trip to Xel Ha out of it so it is well worth the 1 1/2 hours spent. Xel Ha is an Eco Theme park with snorkeling etc. but watch out for the food. We had bad stomach upsets for 4 days after visiting this place. Also visit Tulum (Mayan ruins which are 1 hour away) and not as far as Chechen Itza which is a 4 hour drive. We did not go to Cozumel (the ferry is next to the resort), we had planned to but ran out of time. We did visit the Moon Palace in Cancun and used their facilities however. This is a much bigger place but very busy. It depends what you want. We liked the smaller more intimate feel of Playacar. The beach is lovely at Playacar and all in all this was a fantastic holiday. We did have initial concerns having read some reviews (run down place in need of an upgrade etc.) but these were unfounded. A great break. Thank you Playacar Paalce

Room Tip: Try the mud slides (cocktails). Try the Mayan Coffee and omelettes at breakfast. If you go off the...
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  • Stayed August 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank mickeycorleone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PlayacarPalaceGM, General Manager at Playacar Palace, responded to this review, August 26, 2013
It is very rewarding to read such complementary comments regarding your stay at Playacar Palace. I am glad to know you enjoyed every step of the way, since your arrival; being taken care of by our front desk personnel to your latest tour. It is a pleasure to know that the Playacar Family continue toproviding an outstanding service to our guests. We all at PLayacar Palace look forward to welcome you back and provide you many more memorable experiences.

Hasta Pronto

D. Rubio
Playacar Palace G.M.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed August 22, 2013

Our stay at Playacar Palace was excellent. We had a wonderful room with a balcony and a great view, although some friends that we were with did not have a balcony in their room. The staff was friendly and always ready to go out of their way to help with anything. I would not hesitate to plan another trip there.

Room Tip: Some corner rooms do not have balconies.
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  • Stayed August 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Dave Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PlayacarPalaceGM, General Manager at Playacar Palace, responded to this review, August 23, 2013
Thank you Dave for your comments. For all of us was an honor to receive you at Playacar Palace, and we hope to receive you back soon again.

Please, do not hesitate to contact me before your next arrival

Hasta Pronto

D. Rubio
Playacar Palace G.M.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Midvale, UT
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 bubbles Reviewed August 21, 2013

First I will say that the location is unbeatable and the staff does an excellent job with what they are given. However, there are some HUGE holes in the overall experience. If it wasn't for the location and the efforts of the staff this would be a one-star review. First, we missed a connecting flight (through no fault of our own) I called the resort to tell them we wouldn't be able to make it until the following day but that I would like to extend my stay by a day. They INSISTED on charging me for the first night, even though it was beyond our control. I asked to speak to a manager about this, they told me that was their policy, deal with it. There isn't a hotel/resort worth a damn that would EVER charge a guest for something like this, especially since we were extending our stay, they were still getting the same amount of revenue from us. Secondly, the rooms, they aren't comforting or inviting, make sure you know your travel partner VERY well because there is ZERO privacy in the bathroom area. The rooms are more Comfort Inn than they are JW Marriott, keep your expectations low, anyone who gives this place a 5 star review has never stayed at a 5 star resort, that's for sure. Third, the food, aside from the Asian themed restaurant the food here is on-par with a microwave dinner, the best thing I found on the buffet in 5 days was a pizza that I'm pretty sure was a Tony's Frozen Pie.

I arrived with a bad taste in my mouth on account of their unwillingness to work with my travel issue, they never redeemed themselves. All they would've had to do is waive the cancellation fee from the night we were unable to stay and we would've been a lot happier than we are now. I would recommend staying somewhere else, they clearly aren't interested in your return trip, they sure aren't interested in mine.

  • Stayed August 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank Thomas D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pasadena, California
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
2 of 5 bubbles Reviewed August 21, 2013

Stayed at the Playacar August 12, 2013 throught August 20, 2013. First with the bad.

A. Our room had a water leak. It rained moderately on the three days. The water was coming into our room through the air conditioning vent and into the middle of the room. We had to put a towel on the floor to soak up the water and to keep from slipping on it.

B. The weather stipping aroung the slidding glass door that overlooked the beach was very worn out. Everytime the wind kicked up, which it does often, our room sounded like a wind tunnel. We could not sleep on two of the nights because it was so loud in our room.

C. House keeping only gave us two towels at each cleaning when there were three of us in the room, we travelled with our 5 year old. Told them this from day one and we still got two towels each time.

D. Asked for two beds and only got one. We asked twice for a roll away bed and never got one.

D. Water leaks inside the whole resort. Besides our room, on the days that it rained we saw bad water leaks in: The main dining room, the gym, the main lounge, ect..We even saw water leaking through a reccessed light in the hallway just outside the gym. The water leaks on the cealing were so bad that caused the plaster to come loose and just hang on the cealing waiting to drop to the floor.

E. If this hotel was a house for sale, you could call it a major fixer upper. Missing or broken tiles in the hallways, rooms, pool, restaurants. Cardboard used to cover damaged doors in the hallways. Bad air condioning. We literally prespired everytime we ate at the main restaurant during the daytime and used the public bathrooms. I saw roaches in the hallway outside of our room.

Good things:

A. Excellent location. The hotel has a beautiful beach and is walking distance from the center of town.

B. The staff, except for house keeping, provided excellent service and were friendly.

C. The food okay, except they had a tendency to use way too much salt on certain dishes.

We chose this resort on the positive reviews and that did not work out. I am not a picky person but I did not like the resort. I dought that I ever stay at the Playacar again unless they remodel it. What a shame to let a beautiful beach like that go to wastes with a run down resort. Do yourself, family, friends, or loves ones a favor and go stay somewhere else.

  • Stayed August 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
8 Thank Juan G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Harrison, New York
Level Contributor
149 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
4 of 5 bubbles Reviewed August 18, 2013

This hotel is in a perfect location, right on the beach and walk to town. The food is very good and you have the option of dining/visiting the other Palace Resorts in the area. The rooms differ in views/size, so you may want to check out the room before settling in to it. Also, avoid the time share pitches.

  • Stayed June 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Mitchell W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Playacar Palace

Property: Playacar Palace
Address: Bahia del Espiritu Santo | Esq. Abraira de Arriva, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#11 Romantic Hotel in Playa del Carmen
#12 Top resorts Hotel in Playa del Carmen
#15 Luxury Hotel in Playa del Carmen
#15 Family Hotel in Playa del Carmen
#15 Spa Hotel in Playa del Carmen
#17 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Playacar Palace 4*
Number of rooms: 201
Official Description (provided by the hotel):
Playacar Palace, a trendy beachfront resort located steps away from Playa del Carmen's famous 5th Avenue and the Cozumel Ferry Dock. Our all-inclusive, luxury resort features 201 appointed rooms, 3 restaurants and 4 bars. This resort is considered the perfect spot to relax during the day and enjoy the nightlife and charms of "Playa" at night. Playacar Palace is perfect for families, couples, and group getaways. ... more   less 
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Also Known As:
Playacar Palace Hotel Playa Del Carmen
Playacar Palace Mexico
Playacar Palace Resort
Playacar Palace Riviera Maya/Playa Del Carmen, Mexico

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