Ratings based on 899 Guest Reviews
Hear it directly from our travellers
4.6 Room cleanliness
4.5 Service & staff
4.5 Room comfort
4.5 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Sep. 17, 2024 on Expedia
My fiancé and I had an amazing time at this resort. The food and drinks were amazing and the service of our butlers and conceirge was great! I would travel back to this resort again!!
Comment from Hotel Management
Sep. 18, 2024 by Guest Service Center Management, Hotel Management
Dear Alicia,Thank you very much for your kind review.It is music to our ears to hear that the culinary delights and refreshing libations contributed to a memorable stay, reflecting our dedication to sophisticated dining experiences.Our hearts swell with pride knowing that the service provided by our butlers and concierge met your expectations, as we aim to offer a carefree and luxurious stay for each of our guests.We are pleased that you would consider revisiting our resort, an affirmation of the harmonious and inviting atmosphere we strive to create.It would be a pleasure to welcome you back.Best wishes,Guest Service Center Management
by A traveller
Posted Sep. 10, 2024 on Expedia
Comment from Hotel Management
Sep. 11, 2024 by GEX Service Center, Hotel Management
Dear Matthew,Thank you, Matthew, for sharing your feedback! We appreciate your review and your insights, which are very valuable to us. If there is anything specific that we could improve for your next stay, please feel free to let us know. We are always looking for ways to enhance our guests' experiences.We hope to have the opportunity to welcome you again and provide an even better experience. Safe travels!Warm regards,
by A traveller
Posted Sep. 9, 2024 on Expedia
Overall property was nice and clean, however the dining was horrible and the service was not very fast. Food options were minimal, and you had to make reservations to eat dinner anywhere but the buffet. The buffet was small and not good protein options. Also the American food options were just bad - they had a lot of Indian and bizarre foods available. Room service food was also bad and actually made us sick. We paid for an upgraded room but our provided concierge wouldn’t book reservations for our whole group. There were times when our room wasn’t cleaned until 3pm and there were not even that many people at the resort. Also, they wouldn’t serve us Baileys with our morning coffee until 10am but they were okay with giving us mimosas with alcohol - which doesn’t make sense. None of these have ever been issues at any other resort we’ve stayed at. Overall not impressed
Comment from Hotel Management
Sep. 11, 2024 by Guest Service Center Management, Hotel Management
Dear Holly,We would like to thank you for this review about your recent experience in our hotel.We are thrilled you found our property nice and clean, immersing you in the harmonious nature of Playa del Carmen. Our team works diligently to ensure a carefree and inviting atmosphere, and we are glad this resonated with you.We regret to hear that your dining experience did not meet your sophisticated expectations. Our aim is always to provide a variety of culinary delights from international and local cuisines, as described in our context. It's disappointing to learn that the room service did not live up to our high standards and that you encountered delays in room cleaning. We're also mindful of your feedback regarding beverage service times and the reservation process, and we will reflect on this to ensure a more seamless experience.Rest assured, we are committed to providing a luxury experience and the essence of tropical elegance, and we genuinely value your input as it helps us to maintain our high standards.All of the team hope that we may be able to see you again in the future. Kindest regards,Guest Service Center Management
by A traveller
Posted Sep. 4, 2024 on Expedia
The beach area is nice and clean. It has a contemporary feel and smelled good
Comment from Hotel Management
Sep. 5, 2024 by Guest Service Center Management, Hotel Management
Dear Bianca,We would like to thank you for this review about your recent experience in our hotel.It is delightful to hear that the clean and contemporary feel of our beach area contributed to a harmonious experience during your stay.Our team takes pride in maintaining a sophisticated and inviting atmosphere that resonates with the tropical charm of Playa del Carmen. We are sorry to hear that some aspects of your visit did not meet your expectations. Rest assured, we are committed to providing a luxury experience and your comments are a valuable part of our continued efforts to enhance our guest experience.We are thrilled that you appreciated the elegant scent that greets our guests, adding to the carefree and relaxed ambiance we strive for.All of the team hope that we may be able to see you again in the future.Kindest regards,Guest Service Center Management
by A traveller from Troy
Posted Sep. 1, 2024 on Expedia
Great resort
Comment from Hotel Management
Sep. 2, 2024 by Guest Service Center Management, Hotel Management
Dear Elda,Thank you very much for your kind review.Your appreciation for our room cleanliness truly reflects the mindful dedication our team puts into maintaining a sophisticated and inviting atmosphere.We are delighted that the condition of our hotel met your expectations, showcasing the luxury and care we strive for. It is wonderful to know that our services impressed you; our team is always aiming to provide a harmonious and inspiring experience. We are thrilled that you enjoyed our elegant room amenities, designed to enhance your carefree and relaxed stay with us.It would be a pleasure to welcome you back.Best wishes,Guest Service Center Management
by A traveller
Posted Sep. 1, 2024 on Expedia
EVERYTHING WAS EXCELLENT
Comment from Hotel Management
Sep. 2, 2024 by Guest Service Center Management, Hotel Management
Dear Charisse,Thank you very much for your kind review.It is truly rewarding to know that the cleanliness of our rooms and the overall condition of our hotel met your expectations for a luxury stay.Our team works diligently to ensure that every corner of our sophisticated retreat reflects harmony and elegance, so your appreciation means the world to us. The impeccable service you experienced is a testament to our mindful commitment to guest satisfaction, and we couldn't be happier that you felt well taken care of.It would be a pleasure to welcome you back.Best wishes,Guest Service Center Management
by A traveller
Posted Aug. 30, 2024 on Expedia
Nice staff, good food, good pool. I don’t want to leave.
Comment from Hotel Management
Sep. 2, 2024 by Guest Service Center Management, Hotel Management
Dear Guest,Thank you for this great review.Your praise for our attentive staff fills us with pride, and we're delighted to know our culinary offerings hit the mark for you. It is music to our ears that you found our pool area to be a source of joy and relaxation. We are grateful that you found your stay to be a carefree and inviting escape, reflecting our dedication to providing a harmonious and sophisticated experience that's always attuned to the beauty of our natural surroundings.We look forward to welcoming you back soon.Kind regards,Guest Service Center Management
by A traveller
Posted Aug. 28, 2024 on Expedia
Comment from Hotel Management
Aug. 28, 2024 by Guest Service Center Management., Hotel Management
Dear Eligio,Thank you for sharing your experience with us.We are happy to know you had a great time at our beautiful resort while you were pampered and taken care of by our amazing staff. We would be honored to host you again to continue exceeding your expectations.Best regards
by A traveller from Tampa
Posted Aug. 24, 2024 on Expedia
Comment from Hotel Management
Aug. 27, 2024 by Guest Service Center Management., Hotel Management
Dear Nicole,Thank you for sharing your experience with us.We are happy to know you had a great time at our beautiful resort while you were pampered and taken care of by our amazing staff. We would be honored to host you again to continue exceeding your expectations.Best regards
by A traveller
Posted Aug. 22, 2024 on Expedia
Truly a humbling blessing, Top down 5 Star property, staff and etc
Comment from Hotel Management
Aug. 24, 2024 by Manager, Hotel Management
Dear Johnny,Thank you very much for this kind review of your recent stay.It is heartening to learn that our dedication to luxury and elegance shines through in our room's cleanliness and amenities, reflecting our commitment to providing a sophisticated and harmonious experience.We are delighted that our service met your expectations, highlighting our respectful and mindful approach to hospitality. Your appreciation for our hotel's condition is inspiring to us, as we strive to create a tropical and carefree atmosphere that is both inviting and relaxed.We look forward to seeing you again soon.Best regards,Guest Service Center Management
