Ratings based on 785 Guest Reviews
Hear it directly from our travellers
4.2 Room cleanliness
4.1 Service & staff
4.1 Room comfort
3.9 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Feb. 16, 2024 on Expedia
The staff was not able to call a taxi. That should be a service that concierge cab handle, especially with it being a busy tourist area.
Comment from Hotel Management
Feb. 17, 2024 by Hotel Reina Roja , Hotel Management
Dear guest;Thank you for sharing your comments with us, we sincerely apologize for what happened. Rest assured that you will be followed up with the corresponding area.kind regards.
by A traveller
Posted Jan. 30, 2024 on Expedia
Well first room toilet doesn’t work second room ac doesn’t wok open bar till 6 pm an no one was there to give me drinks I will prefer book other hotel
Comment from Hotel Management
Feb. 16, 2024 by Reina Roja Hotel, Hotel Management
Dear guest;We appreciate you sending us your comments about his recent stay at Hotel Reina Roja, we regret that it was not to his complete satisfaction and that it did not meet his expectations. We offer you a sincere apology and rest assured that your comment will be directed to the corresponding area to take improvement actions.Kind regards.
by A traveller
Posted Jan. 24, 2024 on Expedia
The staff was amazing. Hotel was very clean. Very walkable to restaurants, shopping and the beach.
Comment from Hotel Management
Feb. 16, 2024 by Reina Roja Hotel, Hotel Management
Dear Guest;Thank you very much for choosing our hotel for your recent stay in Playa del carmen, we are delighted to know that your experience was wonderful. We thank you for the time to share your experience at Hotel Reina Roja.Kind Regards.
by A traveller
Posted Dec. 3, 2023 on Expedia
Such a nice hotel in Playa Del Carmen. Staff is very friendly. Natalia was great. She helped with everything we needed. Room is unique, sexy and comfortable. Rooftop is such a vibe! Loved the Open Bar on beers. Close to 5th Ave which is close to everything.
Comment from Hotel Management
Dec. 12, 2023 by The RR Team, Hotel Management
Dear Diego,Thank you very much for your response, we are always trying to do our best for the clients. Looking forward to welcoming you again soon at the Reina Roja Hotel.
by A traveller
Posted Nov. 17, 2023 on Expedia
Not a bautique hotel.
Comment from Hotel Management
Nov. 19, 2023 by Natalia Araujo, Hotel Management
Hola , muchas gracias por tus comentarios. Los mismos nos ayudan a poder mejorar. Quedamos a tus órdenes para el futuro. Esperamos que hayas tenido un buen viaje de regreso a casa. Cálidos aludos.
by A traveller
Posted Oct. 16, 2023 on Expedia
The property itself was dilapidated and not maintained at all with floor boards popping out when you walk in upon entry. The lobby bathroom was poorly lit and did not have paper towels in the dispensers. The shower had practically no real pressure so it did not feel like a real shower. The toilet did not have proper pressure either for flushing as you had to hold the button down to flush all the way. The room had a mildew smell to it. I will not be looking to stay there again or refer my friends.
Comment from Hotel Management
Nov. 19, 2023 by Natalia Araujo, Hotel Management
Hola , muchas gracias por tus comentarios. Los mismos nos ayudan a poder mejorar. Quedamos a tus órdenes para el futuro. Esperamos que hayas tenido un buen viaje de regreso a casa. Cálidos saludos.
by A traveller
Posted Oct. 7, 2023 on Expedia
We stayed at this hotel for 2 weeks. From the get go we had issues with plumbing in our room. We repeatedly told them about this, they’d come, but it was never actually fixed. We were eventually given a bucket to fill up the toilet tank with our bathroom sick. Finally we just had to ask for a new room.
The pool was occasionally closed randomly which was unfortunate and is due for an upgrade.
The policy is that you have to ask daily for a room cleaning at reception, which wasn’t an issue. It was just that a couple of times the cleaning never happened. Going to the beach daily you’re bound to bring in some sand and it would’ve been nice to have our room cleaned every time we had asked for it.
It wasn’t all bad. The staff was kind and the location is amazing. The price was great too.
Comment from Hotel Management
Oct. 8, 2023 by Natalia Araujo, Hotel Management
Dear Mr. Garret, Thank you very much for your comments. For us are so important to improve our service in the future. We are pleased to had you with us during two weeks and hope to see you soon here in Playa del Carmen. We remind at your service,Best regards!
by A traveller
Don’t do it reconsider
Posted Jun. 9, 2023 on HotelsThis was my 2nd time staying at this property. Luckily it was only for 1 night this time. The 1st time was decent which is why I decided to book again. This time was horrible! I’ll never book here again. The extra resort fee is ridiculous because there’s no pool, the bar is a joke and the breakfast they serve runs out fast because it’s not much of anything. The rooms aren’t clean. We had a line of ants on the side of our bed and some in our bed. We asked to move rooms. They refused and instead came up to spray our room and bed with BUG SPRAY. As if those weren’t the sheets we had to sleep in. It was just horrible and I would not recommend.
Comment from Hotel Management
Jun. 12, 2023 by Staff Reina Roja , Hotel Management
Dear Lasaudra, we are sorry for the inconvenience you had at Reina Roja and we apologize. Your observations are areas of opportunity in which we will work. Kind regards.
by A traveller
Posted Jun. 2, 2023 on Expedia
This hotel is in a great area! Number one advantage. We stayed in the junior sweet which was relatively nice- I have no complaints about the room. The hotel itself is very dark to give a more sensual feel. Day 1 we immediately questioned if it was more of a hotel for sensual encounters- I am confident that is the overall purpose of this hotel. We did not partake in that side of it, nor did we have any issues in that realm. But it is very obvious what this hotels theme is.
Comment from Hotel Management
Jun. 2, 2023 by Staff Reina Roja , Hotel Management
Dear Thomas, thank you for staying at Reina Roja Hotel, we appreciate that you have sent us your comments. We regret not meeting your expectations. Kind regards,
by A traveller
Dirty hotel
Posted May 26, 2023 on HotelsThe room was horrible. Dead fly on my bed. My sister room was full of ants. Ants was in the bed. The hallway are very dark and scary. This hotel new a total make over. The vibe is creepy and scary. Very gothic, There was no face towels. I would not recommend this hotel, not even for a dog to stay. It's dirty and horrible
Comment from Hotel Management
Jun. 2, 2023 by Staff Reina Roja , Hotel Management
We apologize for the bad experience during your stay. Steps will be taken to improve everything on high priority. Kind regards
