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.
- 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