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“A Wonderful Resort!”
5 of 5 bubbles Review of Playacar Palace

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Playacar Palace
Ranked #19 of 213 Hotels in Playa del Carmen
Certificate of Excellence
Lexington, South Carolina
Level Contributor
20 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 113 helpful votes
“A Wonderful Resort!”
5 of 5 bubbles Reviewed November 21, 2013

While my wife and I had visited Playacar Palace for several day trips in years past, this was our first time staying at this resort for a full week. What we quickly learned was that this resort has much more to offer than what we experienced during our prior day trips. From the fantastic beach, to ample pool areas, great restaurants and bars, rooms with fantastic views, the new and beautiful Spa, and its close proximity to 5th Avenue, this resort has everything one could ask for, and more. But what makes this resort even better is its fantastic staff, where employees do literally everything in their power to ensure that guests have a perfect vacation experience.

Beginning with check-in: What a pleasure! Individual check-in desks accommodate arriving guests with staff offering cold hand towels, a welcome drink, and a flower for the ladies. The check-in process is accomplished quickly and professionally, and always with a great attitude by the staff. I especially want to thank Elizabeth for her assistance, wonderful customer service approach and great attitude, not just during check-in and check-out, but also during our entire stay at the resort.

The beach and pool: The beach is very wide with powdery white sand. The sand extends far into the water with a very gradual slope down. Surf is just enough for playing in the water, but hardly ever so rough that one cannot go in for a swim. Lounges are spread out along the beach, with beach service for drinks and food; nothing short of exceptional. A special recognition for Gabriel at the beach and pool area for his wonderful service and big smile, no matter how hot or how many drinks on the tray. And, some additional notes about the beach area. It is great for walking, with much to see, particularly to the north where there are many smaller hotels, and restaurants fronting the beach. For those guests interested, there are also several activities on the beach right in front of Playacar Palace such as beach volleyball. In the afternoons, guests can frequently see beach weddings being performed. A beautiful location for a wedding. The pool is large and easily accommodates resorts guests, even while the resort is at full capacity.

The resort: It is well laid out: Other than having a variety of room types (which I won’t describe here), there are three restaurants, two large bar areas, a fantastic new Spa, a gym, a Zen garden, and other areas such as a gift shop and areas to book tours and spa appointments. Overall, it has everything that makes a stay at this resort a fantastic experience. Some additional notes on the restaurants: the Oriental Restaurant also includes several Hibachi tables, and the Italian Restaurant changes the menu two times per week (great food at all of them). Also, a special note from my wife: she told me to make sure to mention that the Spa is extremely well run and equipped. It is beautiful with a wonderful ambience. She particularly likes the Hydrotherapy area and the Hot Stone Massages. The staff is fantastic.

The part that makes it all work: Management and the staff. It is very obvious that management and staff take great pride in this resort. The service is fantastic no matter where you are in the resort. While it is impossible for me to name everyone for service excellence, I would like to mention a few: Gabriel Royas, a Vacation Planner, who was so knowledgeable about the local area, Mexico in general, and patient helping my wife with Spa appointments “and several changes.” Maramar in Public Relations, who answered so many of our questions before we even arrived, after we arrived, and helped immeasurably coordinating our stay in Cozumel and the transportation to get there. Carlos and Cesar, who explained all the ways we could use our $1,500 resort credit, the local area, and much, much more. Both of them have a wonderful disposition and are so outgoing and helpful. Micelia, the wonderful hostess with the biggest smile, at the International Restaurant who remembered our names after our first visit and our seating preference, and Dionicio, one of the waiters, always so cheerful and anticipating all our desires, before we could even ask. Victor at the Oriental Restaurant with all his special attention to make our experience truly memorable. Jazz and Pedro at the Italian Restaurant, first class all the way; and what a wonderful freshly made pasta and superb Bananas Foster. And last, but certainly not least, a very special thank you to Gaspar the Bell Boy, who not only made wonderful suggestions when we wanted to leave the resort and look around the local area, but also insisted on personally carrying our luggage to the Ferry, and always with a huge smile; a fantastic representative for Playacar Palace and all it represents. Again, I can’t thank everyone by name here, but everyone deserves special recognition for the exemplary job that they do!

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank cgm4
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, December 5, 2013
Dear cgm4

Thank you for your kind review on TRIPADVISOR. Dionisio, Elizabeth, Mara, Carlos, Cesar, Jazz, Pedro, Gaspar, myself ...and the entire Playacar Family truly appreciates it.

We really hope to see you back soon.

Hasta Pronto

D. Rubio
Playacar Palace G.M.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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4,287 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 (1,088)
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English first
Mississauga, Canada
Level Contributor
17 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
5 of 5 bubbles Reviewed November 19, 2013

The hotel is small but pure luxury. The staff are extremely helpful and always willing to help.the resort is super clean. The rooms are amazing with a double jacuzzi. The pool is warm, BBQ hamburgers and a pizza oven at pool side. There are three restaurants which are fantastic.
Easy to get vegetarian or gluten free meals. More of a family resort. Steps away from 5th ave shopping. The beach is by far the best, warm water, small waves and very soft sand.
I enjoyed the resort credits, $300 for the spa, had manicure,pedicure and facial only had to pay the tax. Took free ride to Moon place for the day 11-5pm enjoyed their wonderful pools and restaurants. Could use credits in their jewelry stores $100 for silver nd $300 for gold.
Felt safe all around, no one got sick and we ate everything.
To recap the staff, cleanliness and the beach are amazing. The spa is so worth going to.
The only improvement would be nightly entertainment which is minimal.
Would def. Recommend this resort.

Room Tip: Stayed in room 114..... Fantastic ocean view.
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank lb505050
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, December 5, 2013
Dear LB505050

All the Playacar Family truly appreciates your comments about our service, and I want to thank you for the time to write your review on Trip advisor. We feel proud you enjoyed our activities and I hope you enjoyed Moon Palace too.

Please, do not hesitate to contact me at your next visit in order to make all the arrangements about your room and special details and our best wishes to Mississauga

Hasta Pronto

D. Rubio
Playacar Palace G.M.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Alberta, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed November 17, 2013

Nice Hotel with excellent service, food and drinks.
They have these "Hotel Credits". Avoid at all costs.
Upon arrival we were told (by a waking phone call at 7:00am) that we have $1500 in "Hotel Credits" and to come up to the lobby and claim our prize...
Turns out you can apply a maximum of $300 of your "credits" to a couples massage at the hotel only to find out that a massage actually costs $385. So you pay $85 difference for a couples massage.. which is the same price as in Playa del Carmen. About $60-80 for an hour or so.
Another Mexican scam.
They said we could use the credits for tours also.
That's great! Xcaret and Xplor are close and over $100 each for a ticket so perfect! Oh.. the credits don't apply to those places. Naturally.
But they will work for the ruins at Tulum.. great because we rented a jeep for our entire stay so we'll drive to Tulum and see the ruins for free! Nope... you have to be on a time share tour.
Turns out Tulum entrance fee is only $3 per person anyway. Haha. I guess with the "Hotel Credits" you can go 500 times.
They woke me up every morning and asked about my credits.. I finally complained to the front desk and they said that they were not part of the hotel.. funny.. they wear Playacar Palace swag and are selling "hotel credits".
Idiots.

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ryan N
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, December 5, 2013
Dear Ryan N,

I'm sorry to hear that you were not satisfied with the Resort Credit. This is one of our more popular offerings as expressed by so many in previous reviews. However, we believe there is always room for improvement, therefore we will take your feedback into consideration. We hope you give us another opportunity to get it right next time around!

Regards,

D. Rubio
Playacar Palace G.M.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
syndey
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed November 16, 2013

My friend and i stayed here for 4 nights in november after seeing it on trip advisor. We initially weren't keen on the idea of an all-inclusive resort having never stayed in one before but these seem to be the more popular options in this area. After having spent a few nights in quieter and more basic Tulum we felt like we were stepping into a bit of luxury.
We were given an upgrade to an ocean front room, great view and were surprised by the double spa by the balcony and the mini bar complete with optics in the room. The room and bathroom were lovely.
We were then further surprised to learn they offer resort credits which can be used towards tours, activities, spa treatments and wine upgrades (brilliant bonus). We did the dolphin experience which was an experience, as well as the isla muerjes day trip (highly recommend not staying where they drop you off and hiring a golf cart and exploring the island yourself). We also made our own way to cozumel for the day. What's fantastic is that you can go and visit their other hotels e.g. in isla muerjes, cozumel and cancun and use all their facilities as well, it's a nice way to see their other hotels and get a change of scenery and food.
location wise it's right next door to the ferry and shopping centre and the main 5th avenue strip.
the japanese restaurant at the hotel was the highlight food wise. i would say in the evenings the place lacks atmosphere,not sure of this is because everyone headed out.
the majority of guests seemed to be american and it hosted weddings every day.

  • Stayed November 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank zozmo75
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, December 5, 2013
Dear Zozmo75

On behalf of Playacar Palace Resorts, I would like to thank you for gave us the opportunity to host you on your first visit to an All Inclusive Hotel. Furthermore, I want to thank you for taking the time to share yours comments with us about your experience here. I would like to say that you are now part of the Palace Resorts family.

We are looking forward to welcome you back at Playacar Palace

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.
Ohio
Level Contributor
24 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 bubbles Reviewed November 14, 2013

My friend provided me the wonderful opportunity to stay 7 nights at the Playacar Palace. We visited during Halloween and the Day of the Dead (two events not to be missed in MX) Holidays. Our stay was exceptional! From check-in, room/maid service, waiters, bartenders, the spa employees, Tours desk/PR to the General Manager/thank you all for your 5 Star Service! We truly enjoyed our Palace vacation and especially the evening eating pizza in the pool! No request went unmet and it was always 'Our Pleasure' to serve you/the guest. Excelente Experiencia Total at Playacar Palace. I hope to visit again in the future.

Room Tip: Governor's Suite/Exceptional! Ground floor walk-out to the beach patio.
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  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank lovetheyucatan
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, December 5, 2013
Dear Lovetheyucatan

We truly appreciate your review, was lovely to receive you at Playacar Palace for your holidays!.
Our top priority is to offer an exceptional service to each of our guest and it is very satisfying to read that this was your case.

All the Playacar Family will really proud and happy to see this review.

Thank you again and we hope to see you again very soon!


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.
Dublin, Ohio
Level Contributor
34 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
5 of 5 bubbles Reviewed November 14, 2013 via mobile

We visited the Playacar Palace for a day on our most recent trip to Mexico. Since it's part of the Palace Resorts family, we were able to spend the day here under our all-inclusive package at the Moon Palace.

This resort has an awesome beach and it's right next door to Senior Frogs and the town of Playa del Carmen. You can take the ferry over to Cozumel from the pier, which is a short walk away. We grabbed lounges on the beach, had a couple of drinks and enjoyed the views for a few hours before heading to Cozumel.

The staff is friendly and very helpful. We had breakfast there and the food was fresh and plentiful.

The guests we talked to were very pleased with the variety of restaurants and entertainment.

We will certainly stay here on one of our future trips to the area.

Stayed November 2013, traveled as a couple
Helpful?
Thank Frank P
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, December 5, 2013
Dear Frank P

We truly appreciate your review, was lovely to receive you at Playacar Palace for your holidays!.
Our top priority is to offer an exceptional service to each of our guest and it is very satisfying to read that this was your case.

All the Playacar Family will really proud and happy to see this review.

Thank you again and we hope to see you again very soon!


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.
Farmington Hills, Michigan, United States
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed November 14, 2013

This hotel really goes all out to make you feel amazing. Everyone there is very helpful and never make your requests feel like an inconvenience. I loved the beach. It was the cleanest beach I've seen. We walked the beach every morning and every other hotel had garbage and brush that had washed up in the tide, but our beach must've been cleaned every morning.
The tour planners are extremely helpful in planning your events on the trip. We had a great time exploring reefs, playing with dolphins, manatees, and stingrays. The spa is gorgeous. You just have to check it out we felt like royalty.
Our favorite staff members were Francisco in the lobby bar, and Rodolfo in the buffet area for lunch and dinner. These two made our vacation amazing. Francisco helped us discover new drinks. I liked the margarita tamarindo. Rodolfo specially made us desserts, even if when didnt dine there for dinner. He made us some Crepes at our table that involved being lit on fire. It was so cool. We will definitely come back and sit with them next time!
I have nothing bad to say about this place and we will definitely be back! We chose this place simply on the trip advisor reviews, and we are so glad we did.

Room Tip: We had room 244. It was supposed to be full ocean view. It had a palm tree right in the window so yo...
See more room tips
  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Emily S
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, December 5, 2013
Dear Emily S

Thank you so much for your comment on TRIPADVISOR, we truly appreciate it. I already gave a copy of your review to Rodolfo and Francisco, and they thank you back.

Our top priority is to offer an exceptional service to each of our guest.

Thank you for your kind words about our staff, this motivates them to keep putting their best effort in their daily job.

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.
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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 Top resorts Hotel in Playa del Carmen
#11 Romantic Hotel in Playa del Carmen
#15 Spa Hotel in Playa del Carmen
#15 Family Hotel in Playa del Carmen
#16 Luxury 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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