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Reviewed September 18, 2019 via mobile

We recently stayed at the Hilton Playa Del Carmen. I had also been to this same resort 5 years ago when it was The Royal. While many things are the same, the service and food were exceptional. All the staff were amazing but Alfredo would even search for you in the pool (and even find you covered in foam at the foam party) to deliver your drink. Honestly this was the best pool service I have ever experienced.

Yes the beach isn't exceptional but they do a great job clearing out the seaweed and the bar service on the beach was just as great as the pool (and free cabanas). The construction to me was never even remotely a problem and actually made the resort less crowded.

Pro tip: get a poolside room and a $30 hour beach palapa massage off property less than 100 yards down the beach. Stay for the pool foam party... so much fun!

Date of stay: September 2019
Trip type: Traveled as a couple
4  Thank Dpoehlertx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manupealpu, Gerente at Hilton Playa del Carmen, responded to this reviewResponded October 2, 2019

Dear Dpoehlertx

We cannot thank you enough for sharing this wonderful review. It is greatly rewarding to know you had such a pleasant stay and that our team members contributed to a memorable experience. We'll be delighted to share your kind words with Alfredo.
Thank you for your loyalty. We look forward to welcoming you back!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 18, 2019

A great entertainment team, who made the stay even more enjoyable for my birthday. All staff including: Fernando, Andy, Isacc, Victor and Emmanuel were amazing! Highly recommend the hotel. - Pav from England :)

Date of stay: September 2019
Trip type: Traveled with family
2  Thank Pav1809
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manupealpu, Gerente at Hilton Playa del Carmen, responded to this reviewResponded October 2, 2019

Dear Pav,

Thank you for your visit to Hilton Playa del Carmen and for taking the time to mention all the people that contributed to an unforgettable experience. We will be delighted to share your kind comments with all of them.

Thank you very much for sharing this review. We hope to have the opportunity of hosting you soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 17, 2019

I found the entirety of the Riviera Maya to be physically gorgeous and gently seductive. The Hilton Resort was the proverbial 'icing on the cake', The staff were very kind and helpful while the beach, the pool and the water amenities ,in general, were simply 'out of this world'.

Room tip: i found it was convenient to be nearer to Reception.
Date of stay: August 2019
    • Sleep Quality
    • Rooms
    • Service
3  Thank Perry B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manupealpu, Gerente at Hilton Playa del Carmen, responded to this reviewResponded October 2, 2019

Dear Perry B,

We heartily thank you for all your praises to our destination!
Thanks for remarking our service and amenities.

We appreciate your preference and look forward to welcoming you back in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 17, 2019

There’s no making this right. If your vacation plans are for a construction site, with the sounds of jackhammers and other power tools running from 7.30am to 6.30pm then this is the place for you. Where guests get to mingle with construction workers in hi viz jackets with hard hats and walk amongst wheely bins of construction waste and installation materials, then this is the resort for you!

As at this writing in September 2019, about 70% of the resort rooms are closed, being renovated along with the main reception, lobby and main bar, one of the restaurants. This is not disclosed to guests in advance and they are taking bookings for room types which are closed, notably the ‘swim up suites’ which are all closed.

While the resort is only able to run at about 30% occupancy this means that the five restaurants which are currently open are on rotation and only 2-3 are open for any one meal.

The bars don’t fare much better, with only one staying open past 10pm. With a temporary bar set on the main lawn behind the temporary stage for the evening entertainment. That gets disassembled at 10pm.

Taking the option of a spa treatment has you walking through the hotel grounds in your spa robe to the guest rooms acts as temporary treatment rooms. The spa treatment rooms are too noisy from the construction and ‘not relaxing’.

The daytime entertainment at the main pool has the feeling that the volume is maxed out to drown out the noise of the construction. Great if you want to party, not if you want to relax. If relaxation is on your mind there is the option of the far end of the main pool where the sounds of the construction jack hammers overpower the thumping music and shouting MC.

There is a ‘quiet pool’ which gets its nickname because it is away from the loud entertainment at the main pool. Sadly at this time, it is not quiet, with the joys of the crashing sounds of tiles being tipped in to a dumpster every few minutes.

The Hilton staff have all been programmed to not talk about the work, trying to engage any of them has them changing the topic away or at best saying ‘only a couple more weeks’. If you can find a non Hilton staff member with some knowledge of the work the more believable picture is of the lobby being finished by the end of December 2019 and the room renovations by end May 2020.

The food was very good, the staff were all very good. In the future this will probably be a very nice resort. The 4.5 star ratings this resort seems to get will likely be warranted. But not until summer of 2020.

We will not be returning, the fraud of taking our booking under false pretense and the poor customer service when a complaint was made all leaves a very sour taste. My money will be spent elsewhere.

Room tip: Avoid until summer 2020
Date of stay: September 2019
    • Value
    • Location
    • Service
15  Thank TheRealCommanderB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manupealpu, Gerente at Hilton Playa del Carmen, responded to this reviewResponded October 2, 2019

Dear TheRealCommanderB,

Thank you for your visit to Hilton, and for sharing this review. I sincerely apologize for the inconveniences that led to a disappointing vacation. This is certainly not our standard and I sincerely hope you will consider staying with us in the future, we will be honored to deliver the service you deserve.​

Thank you for the time you dedicated to this feedback. We hope you will consider staying with us in the future.

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Reviewed September 16, 2019

One of the nicest all inclusive hotel I have stayed! and this is not only for the building itself but for the wonderful staff. Having the morning conversations with the entertainment team in the pool, Andres, Emmanuel, Fernando and Isaac is the best way to start your day. Continue with the wonderful service and smile of Alejandra in the pool makes you feel welcomed and happy and finishing our dinner with the joy of Julia at the restaurant makes you end your day in a perfect shape. The food is amazing and the restaurant Maria Marie seafood with lobster is delicious!
Just willing to come back as soon as possible! Marco

Date of stay: September 2019
Trip type: Traveled as a couple
3  Thank bilbaolep
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manupealpu, Gerente at Hilton Playa del Carmen, responded to this reviewResponded October 2, 2019

Dear bilbaolep,

Thank you for sharing a review about your recent stay at Hilton Playa del Carmen. We are glad to know that you enjoyed your time with us.
Your praises to our team members are greatly appreciated. We will make sure to share with them how much they influenced your experience.

Thank you for preferring Hilton. We look forward to welcoming you back and to exceed your expectations.

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