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La Tortuga Hotel & Spa
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Reviews (2,478)
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Reviewed March 31, 2013

We stayed 5 Nights 3/19 - 3/24. Glad we missed the guys from France! Anyway, we can't say enough great things about this hotel. Everything about a Boutique Hotel this place offers a Playa Del Carmen vacationer -Great location, great setting/landscape, pool & bar. We've stayed at a few other Boutique Hotels in Playa and La Tortuga is the best! Their service is what stands out. The Front Desk & staff, waiters, bartenders ( Hector & Eddy ) are all top notch. We had an issue with our Visa card upon arrival ( Visa thought it was stolen so would not allow charges) Paolo and staff were very gracious and handled it very professionally. If you are looking for a relaxing and great vacation on the Caribbean side of Mexico, this is the place and area. We have stayed at All-inclusives, resorts and rented a house in Playacar and we much prefer the ambiance of a bouique hotel. Yes, the rooms are small as some have mentioned, but that is the uniqueness of a boutique hotel. If you are looking for "large" then you may want to consider one of the larger resorts with hundreds of other guests.

We'll be back and we can't wait to return to stay at La Tortuga. Thanks everyone who made our trip so enjoyable.

  • Stayed: March 2013, traveled as a couple
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1  Thank MWP1966
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Tortuga H, Public Relations Manager at La Tortuga Hotel & Spa, responded to this reviewResponded April 10, 2013

Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and obsessive attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
Johanna Reside
La Tortuga Hotel & SPA

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 27, 2013

The Hotel has a fantastic courtyard and nice but simple rooms and very good staff. The free breakfast was filling and service was great. Rooms were small but clean. I would book somewhere else if you want a heated pool or consistent hot water. Also, beware of the noise if you are in a room facing 10th avenue which is a very busy street with a police station, all night restaurants and night clubs.

  • Stayed: March 2013, traveled as a couple
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Thank RockinC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Tortuga H, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this reviewResponded April 10, 2013

Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and obsessive attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
Johanna Reside
La Tortuga Hotel & SPA

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 26, 2013

I'm stunned at less than celebratory comments about LA Tortuga. We went through Booking.com, using only Trip Advisor recs for our hotel choice, and had no problems at all. Our original room was large, supersized bathroom and giant shower, but dark. We mentioned it in passing, not exactly a complaint. Two days later, we were contacted and asked if we wanted to move: a smaller room, bright and airy with a poolside balcony. Yep, we did. I was most impressed that the staff remembered our comment and took the steps to move us. We would have been content to spend the rest of our week stay where we were, but this clearly speaks to the quality and attention of the excellent staff. The pool area is lovely and shaded, and while we were there, never crowded. The location is one block up from lively Fifth Avenue, central to everything, but away from noise. We found the cost quite reasonable. A bar by the pool, a complete free breakfast were amenities that made the stay even better. Free access to a number of beach clubs including lounge beds (you have to see these!) and umbrellas were also free and there were no hidden resort fees, which we've sometimes run across.
The real standout for La Tortuga is the staff, and I know I'll miss someone: Ricardo, Stefan, Marilu, and the most helpful gentleman originally from Argentina (whose name I sadly can't remember at the moment,) were excellent representatives of the hotel. Service in the restaurant - Jose and Omar- was top notch.
We'd go bak there again in a heartbeat.

Room Tip: 102 (and maybe 103) though large are dark. I'd opt for a smaller room with a balcony on the poolside.
  • Stayed: March 2013, traveled as a couple
    • Value
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5  Thank Nell2495
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Tortuga H, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this reviewResponded April 10, 2013

Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and obsessive attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
La Tortuga Hotel & SPA

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 23, 2013

We went to stay in La Tortuga for our honeymoon. We booked our room on Booking.com. We were charged 200 USD more than this we agreed to pay on Booking.com, but did not notice at the moment that our credit card was swiped because we were tired from the travel and they charged us in pesos (we did not use a calculator at the moment to confirm that their conversion was valid). We realized this 1 hour after they make this charge that they had over charged us. They told us that it was American Express that charged us this extra rate for conversion into pesos. We called American Express and they told us it was the hotel. When we threatened to cancel our trip with the hotel, they admitted to us that it was them that added this extra fee and they offered to give us 1/2 of the money in USD back that they over charged us, but not the full amount that they over charged us. When we when to collect this money from them, they started yelling at us. They had me sign papers that I agreed to only get half of the money back that they over shared us and then they did not give us any money. They pushed me and tried to arrest my husband with police from the Italian Consulate (the hotel owners were Italian). This was whole ordeal shows that this hotel is very corrupt (I have only heard about this kind of stuff happening in the movies. This whole experience was an eye opener for me. This was all when the hotel owners knew that we needed to get to the airport to catch our flight home to Europe. They knew that we would have no option of doing anything else than leaving. So we did not get any money, but signed papers that we got the money. We were put through a very uncomfortable event and we have a very sour taste in our mouth from this hotel. We would not recommend to anyone to stay here because this could happen to you.

  • Stayed: January 2013, traveled as a couple
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16  Thank Person145
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Tortuga H, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this reviewResponded March 28, 2013

Firstly, I would like to say that I cannot believe I am even answering your comments BUT I feel I owe this to all travelers around the world and most of all to my loyal, hard working and professional staff. Whom deserve this to be told after battling and trying to control you whilst you where under the influence of some substance!!
The reservation you made through booking.com but after being advised from booking.com that the credit card you had made the booking with was a fraudulent one, then the reservation was cancelled by booking.com. You and your partner arrived to the hotel very early in the morning directly from the BPM Festival that was currently being held in Mamitas Beach Club. After various attempts to explain you that booking.com had cancelled your reservation due to problems with your credit card, you asked if we still had a room available and the price was agreed upon. The price was actually cheaper that you’re first booking. Due to previous problems with your credit cards the only card we were able to accept was your American Express as this was the only one you had and could produce that was actually in your name! Again, we explained to you that American Express does not allow any charges in Mexico to be made in USD so we are only allowed to charge you in Mexican pesos we even gave you a discounted price.. All of this was ok at the time… I understand you were in Mexico for the BPM Festival but your aggressiveness and constant attacks to my staff under the influence of some substance was totally unacceptable. As you know, we had to ask you several times to keep the noise down and to please try to respect the other clients we had staying in the hotel as we had received constant complaints about you and your partner’s behavior in the early hours of the morning.
Towards the end of your stay, your behavior increased and you all of a sudden wanted to challenge why we had charged you in Mexican Pesos.. After a long phone call with American Express you finally realized that this was not the hotel’s fault and these are strict rules and regulations from American Express. I have a written report from American Express asking the hotel to retrieve your credit card and cut it up.
Now for the worse of it… Upon check out after constant abusive language the manager decided to return some of the monies to you after you insisted the we had charged you the wrong exchange rate, we desperately wanted you to leave without causing any violence and harm to my staff. BUT after you received the money you turned around and assaulted my receptionist and knocked the hotel manager to the floor trying to run off with the signed vouchers so the hotel would not get paid for any your stay!! I am pleading with TRIPADVISOR to let the hotel defend itself and its reputation and place on here the video of you and your partner under the influence of a substance attacking the staff and knocking the hotel manager to the floor. As you know we also have a police report because you left substantial injuries to my staff. This case now is in the hands of the law in Mexico and Tripadvisor will be contacted by our lawyers after printing this review when evidence has been presented to them about this case.
This letter is for all my loyal, hardworking and professional staff that strives on a daily basis to exceed all expectation of our much valued clients.
La Tortuga Hotel & SPA

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 22, 2013

We spent 3 nights here. The rooms are small but having a balcony helped. We found the hotel to be a little oasis in the middle of the noisy town. The whole place was clean, everyone was friendly and helpful and the pool was immaculate. As soon as any leaves fell in they were immediately removed. The bed was the most comfortable bed I have slept in even though it did take up most of the room. I would certainly return if I get the chance.

Room Tip: Have a room with a balcony for extra space
  • Stayed: March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank dodop
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
La Tortuga H, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this reviewResponded April 10, 2013

Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and obsessive attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
Johanna Reside
La Tortuga Hotel & SPA

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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