Service animals not allowed.
Values realeated to administratives fees are already included at the moment of purchase at the HURB website.Local fees, services fees and resort fees may not be included and should be paid directly to the hotel.
Based on 1149 reviews
I have a meeting w US Consulate. I recorded all my payments and they kept trying to charge me extra days when I pay in advance. My friend also paid 10 days for me that I was unaware of. It’s an American manager and horrible hospitality. I had dental surgery on my jaw and blood pressure issues and they kept saying my PayPal didn’t go through. Lies . Cartel rejects. Also, I was sleeping in my hammock and the security guard groped me, but they said I probably asked for it. The worst part it’s an American managing ! Way better deals here
Terrible Accounting - increased rates and extra checkin fees
After booking online we checked in and they refused USD and insisted we pay a “special” exchange fed. Place was on the beach. Apartment was full of bugs and smelt funny. Cost was a bit high. Pool looked ok. Skip this one for sure!!!
Small facility with beach. Clean room & good service. Bed comfortable, but sofa bed not so good. Thick, big towels. Espresso machine, no regular coffee machine. Good continental breakfast. Helpful concierge. Located one block from shopping & great restaurants. Spa across street.
Sweet little complex right on the Caribbean Sea
My husband and I stayed in unit 214 from January 28, 2020 to February 6, 2020, which is on the second floor, right on the beach of the Caribbean Sea. For reference the cost for 10 days was US $243 a night, which includes a simple, minimal breakfast delivered to your patio. This is a 3 story condo complex built in 1999 which is owned by individuals and run like a hotel. Consequently there is no restaurant or real kitchen, laundry or house keeping area. To get to the beach front rooms on the second and third floors, you must navigate a steep, narrow spiral staircase which is quite short in height. There are also stairs at the entrance of the building. The view from this side of the complex was unobstructed by trees but it was quite windy on the patio which rendered the outdoor space unusable for several days. The room is what would be considered a studio apartment equipped with a kitchenette (small fridge, 2 burner stove top, toaster, microwave, blender, sink, dishes/cups/utensils/pots and pans) and a bathroom with a large shower and a make-up mirror. My one major suggestion would be to provide a coffee pot in the room as the breakfast staff were not amenable to giving us extra coffee even after tipping them. There is kcup type coffee maker but it contained the tiniest cups and it did not seem to work. There is a bottled water dispenser in the room. The TV service had 5 English speaking channels. The wi-fi advertised as free was almost unusable and was incredibly weak. The room was very clean, the maintenance staff was busy and responsive, there were two security staff at the front and back of the building at night. It felt like a very safe complex. The beach is small but cozy with comfy beach chairs where you could sit in the shade. Now for some things that will affect your stay but are not necessarily within the control of Playa Palms complex. The sea grass residue on the beach was prolific while we visited but workers raked it up constantly, because it smells fetid. There are boats moored directly in of the beach and they smelled of diesel fuel. The beach itself appears to be eroding and shrinking. It is not a good place for swimming, but a mere 700 feet to the South is an expansive beach. There was a travelling DJ Arena show 2 doors from the complex which played the loudest, sub woofer base, club music from midnight to 7 am for 5 nights of our 10 night stay. It was so deafening that it made your chest thump and the windows rattle. Something the complex can do is angle the security light away from directly inside room 214 at night. It was absolutely blinding. The air conditioner worked really well but is was thunderously loud when it came on. All in all it was a pleasant vacation stay with a magnificent location 3 blocks from the mall but with some minor annoyances.
A retraction of prior evaluation and updated review.
I was brought up to admit a mistake, and here goes! Several days ago I wrote an unfair review of Playa Palms. Playa Palms was the first property I stayed at several years ago, and this was actually my third stay. Let's start with what I loved. I can't believe that Carlos is still working here! He is one reasons I would consider coming back. He is an expert in all things Riviera Maya. He organized our day trip to Xpu-Ha, which went off without a hitch. He also managed our transportation to the airport. Although these may seem like minor assistance from a concierge,but in Mexico it can mean the difference from a good day, to a bit of a nightmare. Thank you so much Carlos. The front office staff were consistent in their professionalism despite having to work with my travel partner, which was extremely difficult. I truly will appreciate her kindness, patience, and ability to manage an extremely difficult situation. Finally, the Playa Palms manager. I believe her name is Julie. She was kind to provide her card, which must be somewhere buried in my luggage. Where to start- again, dealing with an inappropriate customer (understatement), she demonstrated professionalism, grace, character, and an ability to turn a difficult situation into a positive for a customer that simply could not be satisfied, no matter what was done to make his vacation a positive experience. She was unflappable! I will never be able to thank her for her kindness, and professionalism. The pool is amazing, I have read some comments that the pool is too cool. Clearly it is not a heated pool, but I found it refreshing. Also the swimming area directly in front of the resort was a treat. Warm, lots of soft sand, and you can go out past the pier and only be up to your knees! Lovely! Now the things that I think could use a tweak to make this a phenomenal resort. First, and you've all read this...the breakfast. I know it's a continental breakfast, but be prepared for bare bones. Coffee and tea, fruit, two pieces of toast and a few pastries. Yogurt or cereal. You can order additional food, but there is an additional cost. Again, I know this is a continental breakfast, but I think there could be improvements here. Probably the main aspect I think you've also read here is that the property, specifically the rooms need updating. Repainting would be a good start, replacing chipped sinks and tile would also be beneficial. The rooms are condominiums (some for sale), and my sense is that those selling do not want to invest more into their units. Another is example of no brainers, are chairs with ripped and ill fitting covers (these were replaced for us), and a "new" hammock with ripped pieces. A gentleman mentioned that the hammock was just purchased and the ripped pieces were just "decoration". They cut these pieces off for us. These missteps are unacceptable when playing for a premium for a room. Finally, I am a clean freak. My expectation is that my room is sparkling clean when I walk in the door. Room 301 was not so. I could write my name in the mirror, the dust so thick. This too was cleaned, but why, when in a Penthouse Suite, would this be acceptable? I repeat that these issues were remedied, but a bit more attention to detail should be observed. The staff is the 5 star here. Some fine tuning of other issues is all standing behind a stronger score.