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“Upsetting”
Review of The Reef Playacar

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The Reef Playacar
Ranked #98 of 211 Hotels in Playa del Carmen
Rockland, Massachusetts
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Upsetting”
Reviewed February 7, 2013

This vacation was hopefully going to be very relaxing and stress free. We ended up going right when Hurricane Sandy was hitting. We had rain every single day until the last day we got all our sun in that one day. Yet other than the weather I was not a fan of the food at all, the restaurants were very empty and the food as well was not good. A lot of the people there were friendly, but there were also many workers that were very unfriendly. The room that my friends and I shared we had multiple baby lizards in which obviously scared us to death...we were hoping at night maybe there would be something fun to do yet there was nothing. We would basically get all dressed up to go no where..it was very upsetting. We went to a show one night that had some dancing but I probably could have seen a show like that here at home. It was my first vacation I for sure will never go back to Mexico after this trip.

  • Stayed June 2012, traveled with friends
    • Value
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Helpful?
5 Thank Kelly D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 14, 2013
Thank you for your comments. We are very sorry to hear the hotel did not meet your expectations. We hope this won´t happen to you for your next trip. We wish you happy future travels.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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albertacan
Level 3 Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed February 5, 2013

Spent a week here in January . The resort , the grounds ,beach , rooms & restaurants were good !We had issues with our airline getting us there 24 hours late though . This resort is not big which made it nice .The beach was clean and very big . We had a great time here .Oh and the drinks were very good . The staff were so friendly too !!! Thank you Reef Playacar !!!

  • Stayed November 2012, traveled as a couple
    • Value
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Helpful?
3 Thank AlbertacanMexicolvr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 14, 2013
Thank you for taking the time to write a review of your recent stay at our Resort. We are very happy to know that you had a great vacation at our resort!

We appreciate your comments regarding beach, room and restaurants and the staff.

We offer special rates to our returning guests, so if you plan to come back, let us know directly! We are looking forward to welcoming you once more
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Worth, Texas
Level 3 Contributor
14 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed February 4, 2013

Arrived 1/27/13 - departed 2/1/13.
We've stayed at the reef once before, and enjoyed our stay. This time however, was extremely disappointing and costly. We secured the best through the reef for the best room and view. To keep this short I'll just site the negative as it out weight the positive. During our stay on the third / top floor they decided to re-do the roof, 6 days out of 8 was constant hammering and debrie. The jacuzzi had to be drained daily by management. The exterior door would not lock. The shower drain and the sink drained slow and had to be rinsed several time to get the soap to drain. The TV was out of focus and hanging from the wall by a wire and two Eye bolts. You could adjust it daily like a crooked picture. Requested a king and received double beds. Management was covered With a i can't help you comment, backed with a blank look. Food was very bland and simply needed seasoning. Out side of the lobby staff, the maids, servers, and beverage staff were very nice. We met others you were also stating they would try another resort on their return. We will do the same.

Room Tip: Don't choose the best, it's not worth it.
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  • Stayed January 2013, traveled as a couple
    • Value
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Helpful?
6 Thank TCI111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 24, 2013
Thank you for taking time to write your review. We would like to apologize on behalf of the hotel for the inconvenience you experienced with your room. We feel horrible your second stay was not as enjoyable as your first stay.
We do not want you to feel uncomfortable to come back with us. We would really like you to come back and keep having a good time at The Reef as you had the first time. Could you please contact the hotel directly and we will make sure to make up for the inconveniences you experienced.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Louisville, Kentucky
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed February 4, 2013

The Reef is centered around an absolutely beautiful natural setting which is meticulously maintained. The beach is perfect. Plenty of chairs and umbrellas. Beach beds were awesome (Most people "reserve them" as soon as the staff cleans them up for the night with a towel, so plan accordingly.

The food was just adequate for the most part. If it weren't for the omelet bar (Thank you , Victoria!) I would have gone hungry most days. The snack bar keeps you going during the day.

We upgraded to the superior room that entitled us to Nico's beach bar and top shelf liquor. We were also entitled to some extra amenities like a coffee maker, safe lock, bottle of wine and daily restock of drinks in room. Unless you specifically ask for these, they aren't offered up so make sure you ask at check-in.

The resort is really beautiful. The groundskeepers do a great job keeping the jungle like atmosphere looking great. The beach is amazing.

All in all, a really nice place for couples or families. Food was just adequate, but they are trying hard. The staff is really friendly and helpful.

  • Stayed January 2013, traveled as a couple
    • Value
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Helpful?
4 Thank Barrett784
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 14, 2013
We would like to thank you for your fantastic review. We are very happy you enjoyed your vacation with us. We appreciate your comments regarding the hotel, the amazing beach, the upgrade to superior room and wonderful staff.
We offer special rates to our returning guests, so if you plan to come back, let us know directly! We are looking forward to welcoming you once more with the kids.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mahon, Spain
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed February 4, 2013

Having read the reviews here we were looking forward to a good quality 4 Star hotel.
What a disappoinment.
RECEPTION:Had taken no notice of our booking request and subsequent e-mail requesting a top floor refurbished room.After several meetings with various unhelpful staff and front of house manager,some 10 days into our holiday we ended up in a second floor refurbished room,the best of 3 rooms we tried.We were promised a bottle of good red wine to make up for things that had gone wrong,but it was never delivered- despite reminders!
PREMIUM UPGRADE:We had paid for a Premium upgrade when booking as we wanted something a bit special.Was it worth it? NO. All bars seemed to offer the same brands,and the 2 Special restaurants charged extra for anything other than chicken or salmon.Incidentally both these restaurants were high in glitz but low in quality of service etc.,not to mention that the much vaunted Dress Code was ignored-men in shorts and flipflops were allowed in.
SERVICE:If nothing else the service in the bars was enthusiastic,which helped make up for the lack of skills.
CLEANLINESS:this was the only aspect of the Hotel which gained any points.The rooms and the gardens were kept immaculately clean.
FOOD:Was nothing outstanding,and there was usually something different to eat each day.
NOISE:this was without doubt the noisiest hotel we have ever stayed in;the walls were so thin that our neighbour's coughing sounded as if he were in the same room as us;the noise from outside seemed to be incessant with supply trucks being pushed around,chatting,guests and staff,and seemingly never ending maintenance noise(speaking of which a couple of items which needed attention in one our rooms were not dealt with for at least a week).
BARS:Not sure who was responsible for stocking the bars BUT the Premium Bar NICO'S had no premium gin or Tequilla of any sort for 2 days!
GLASSES:There were no glasses in our room 'People get drunk and break them' we were told.
Also I do not expect to be served a drink in a disposable plastic beaker in the Lobby bar of a supposedly quality hotel.
TIPPING:The all inclusive price included tipping,and yet everybody seemed to expect a tip for undertaking even the most basic of tasks.
ENTERTAINMENT:on the whole was OK,with the Theatre /meal evenings being really quite good.The entertainment staff were lively,friendly and worked very hard.
PRIVACY:There was none.The hotel is based on either side of the main pathway from reception to beach and most rooms face each other across this,allowing clear views inside opposite rooms.Ground floor rooms positively public.

You will have gathered by now that we did not rate this place very highly,and had we read this before going we would not have gone

  • Stayed January 2013, traveled as a couple
    • Value
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Helpful?
2 Thank Martyspa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 22, 2013
Thank you for your comments. We are very sorry to hear the hotel did not meet your expectations. We would like to apologize on behalf of the hotel for the inconvenience you experienced with the food and beverage department and reception. Most people enjoy the set up of our rooms and we get many compliments regarding our grounds. We would like to mention that the hotel cannot confirm any room assignment before arrival, since all our rooms are run of the house. We are totally fully booked in high season. We hope this won´t happen to you on your next trip. We wish you happy future travels.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montreal
Level 4 Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed February 3, 2013

Special because of the natural park that the resort is surrounded. Very clean, as staff members always cleaning and being friendly with all guest. Unique because of the tranquility of this resort, only about 205 rooms, very small and relaxing resort, with a 5 stars resort regarding food, services, staffs and room cleaning....I strongly recommend trying the reef Playacar... Specially if you like a different and relaxing environment.

We have went to 5 stars resort in playa Del Carmen before, and for my wife and I, this is a 5 five star...But we are not difficult on rooms and foods, so this is our soul opinion...

We could not find any thing negative...If you work hard you'll find some...We never go twice at the same place because we like to see new things all the time but for once we would make and exception we would and will go back for sure and in a near future.

Thank you to all the staffs specially Humberto at the bar pool...see you all very soon...

Francine & Mike...

P.S.: We where with our family and there comments are the same....

Room Tip: Regular rooms OK Superior rooms nicer and bigger space Premium rooms excellent with more services...
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  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sweet01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 21, 2013
We would like to thank you for your fantastic review. We are very happy you and your family enjoyed your vacation with us. We appreciate your comments regarding the hotel, the cleanliness, the food and wonderful staff.
We offer special rates to our returning guests, so if you plan to come back, let us know directly! We are looking forward to welcoming you once more with the kids.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
West Weber, Utah, United States
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed February 2, 2013

My new husband and I stayed here for 5 nights in October for our honeymoon.
It was a perfect time as the weather was nice and it wasn't too busy since it was the "off season".
It is a good resort for families or couples... or as we saw, groups of friends.
The staff at this laid back resort is wonderful! They make everyday enjoyable from helping you book excursions to quick and friendly meal service!
Dinner at Botticelli is a must! The food was beyond words, and so was the service! We ate there every night except the first.
The ice cream parlor was a very fun part of the day, and the cenote with flambéed coffees was a great show to see with a yummy snack and drink.
The buffet was wonderful for lunch and breakfast (make sure to get a custom omlette), but not our favorite for dinner.
The pool bar is a good place to get out of the sun and relax a bit!
They rent bikes (free) which was a lot of fun. It is about 5 minutes to 5th Avenue where all the shopping and fun is!
Make sure to take a trip in the ocean with the kayaks! The water is gorgeous!
The rooms are decent sized with all the amenities you need.
All in all, it was a wonderful vacation and we plan to go back with the kids!

  • Stayed October 2012, traveled as a couple
    • Value
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Helpful?
1 Thank kacmlrmommy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReefPlayacarResort, Director of Sales at The Reef Playacar, responded to this review, February 5, 2013
We would like to thank you for your fantastic review. We are very happy you and your new husband enjoyed your honeymoon with us. We appreciate your observations regarding the wonderful staff, ice cream parlor and cenote, the buffet the pool bar and the good location.
We offer special rates to our returning guests, so if you plan to come back, let us know directly! We are looking forward to welcoming you once more with the kids.
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 The Reef Playacar

Property: The Reef Playacar
Address: Paseo Xaman-Ha, Ret. Sayil s/n | Fracc. Playacar, 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 Parking Children Activities (Kid / Family Friendly) Restaurant Spa Swimming Pool
Hotel Style:
#49 Top resorts Hotel in Playa del Carmen
#56 Spa Hotel in Playa del Carmen
#64 Family Hotel in Playa del Carmen
#67 On the Beach Hotel in Playa del Carmen
#80 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — The Reef Playacar 3.5*
Number of rooms: 196
Official Description (provided by the hotel):
This boutique style all-inclusive resort is located on a beautiful white sandy beach just steps away from the famous 5th Avenue in Playa del Carmen, Riviera Maya, Mexico. The hotel offers all food and domestic drinks, 1 buffet restaurant, 2 a la carte restaurants, Italian & Gourmet($), snack bar, ice cream parlor, various bars including a swim up bar, 2 pools, kids club, daily activities & nightly entertainment. ... more   less 
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Also Known As:
Reef Playacar Hotel Playa Del Carmen
Reef Club Playacar
Reef Playacar Mexico
Reef Playacar Playa Del Carmen
The Reef Playacar Riviera Maya/Playa Del Carmen, Mexico

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