Ratings based on 916 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 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
by A traveller
Posted Aug. 20, 2024 on Expedia
Everything about this property was above and beyond all of my expectations! It was so peaceful and serene, and the staff was so accommodating and lovely! Each moment felt special and unique, and I am definitely coming back again!
Comment from Hotel Management
Aug. 21, 2024 by Manager, Hotel Management
Dear Lisa,Thank you very much for your kind review.We are thrilled to hear that the serene ambiance and our dedicated team created a memorable experience for you.It is inspiring to know that our harmonious environment left a lasting impression, and we are delighted that you appreciated the luxury and sophistication of our resort. Your kind words about the cleanliness of your room, the condition of our hotel, and the exceptional service resonate deeply with us, as we strive to provide a carefree and inviting atmosphere, fully immersed in nature.It would be a pleasure to welcome you back.Best wishes,Guest Service Center Management
by A traveller
Posted Aug. 20, 2024 on Expedia
I love this place will definitely revisit!
Comment from Hotel Management
Aug. 20, 2024 by ., Hotel Management
Its wonderful to know that our service met your expectations. We look forward to a return visit from your in the future.Best regards.
by A traveller
Posted Aug. 18, 2024 on Expedia
The property was fantastic. It was as clean as it was luxurious. The pools, beach, food, and activities were all superb.
Comment from Hotel Management
Aug. 19, 2024 by Guest Service Center Management, Hotel Management
Dear Maria,Thank you very much for your kind review.It is truly rewarding to learn that the pristine condition of our property and the luxury of the pools contributed to an exceptional experience for you.We are thrilled that our culinary offerings and engaging activities met your sophisticated tastes, immersing you in the harmonious spirit of Playa del Carmen. Your appreciation for our room amenities, reflecting our commitment to elegance and comfort, is sincerely valued by our team.It would be a pleasure to welcome you back.Best wishes,Guest Service Center Management
by A traveller
Posted Aug. 16, 2024 on Expedia
We stayed on the adult/ LaPerla side this time after staying on the family side numerous times over the years. The hotel itself if BEAUTIFUL, especially on the adult side. However, the adult pool was a total no for us. The music/ DJ was so loud, we couldn't hear each other and the "entertainment" was pulling female guests up for a twerking contest. No thanks. The bartenders at the pool bar were just so unfriendly and the wait was way too long for a drink. And the pool itself looked worn and kind of dirty. So, while we totally loved the adult side atmosphere and lack of kids, we hung out at the family pool every day just to avoid that whole pool and scene.
Comment from Hotel Management
Aug. 16, 2024 by Guest Service Center Management, Hotel Management
Dear Mary,We would like to thank you for this review about your recent experience in our hotel.We are thrilled to hear you found our adult side atmosphere to be beautiful and inviting, truly reflecting the luxury experience we strive to provide. It's wonderful that the concept of The Reserve, our most distinguished and elegant service, resonated with you, offering that carefree and sophisticated touch to your stay.We regret that the pool ambiance did not meet your expectations. While we aim to create a lively and harmonious atmosphere, we understand that the volume and activities can sometimes be overwhelming. Our goal is always to maintain a mindful balance that caters to all our guests' preferences. We take pride in our cleanliness standards and the condition of our pools, and we are continuously attentive to maintaining them in pristine condition.Your comments on the service at the pool bar have been noted; we always aspire to provide prompt and friendly service, ensuring that every guest feels welcomed and respected.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 Aug. 13, 2024 on Expedia
Comment from Hotel Management
Aug. 15, 2024 by Guest Service Center Management., Hotel Management
Dear Haley,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. 10, 2024 on Expedia
Comment from Hotel Management
Aug. 12, 2024 by Guest Service Center Management., Hotel Management
Dear Edwin,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. 8, 2024 on Expedia
The staff was extremely friendly and that made the stay bearable, but the amenities were misleading. When we booked it said premium drinks the selection was not premium, at best mid shelf. Our flight was delayed so when we got to hotel we were not able to make any dinner reservations, they tell you to go and see about seating but they can never accommodate you. The buffet is limited, not a big selection for any of the meals, snack bar by pool had better food. We were upgrade to the Reserve area but our in room tub did not work, one of the 2 showers was also not functioning and to call for room service we had to use the bathroom phone. All in all it was a good vacation, can't stress enough how nice and willing to accommodate the staff was which is the only reason I would consider going back but don't think it deserves a 4 or 5 star rating.
Comment from Hotel Management
Aug. 8, 2024 by Manager, Hotel Management
Dear Geisha,Thank you for reviewing your recent experience.We are thrilled that our team's friendliness contributed positively to your experience, reflecting our commitment to sophisticated, inviting, and attentive service.It is great to know that you appreciated the luxury of The Reserve area, despite the issues with the in-room amenities. We regret to hear about the disappointments regarding the beverage selection and dining reservations. We aim to provide a wide array of culinary delights and a carefree experience, and we feel sorry that we did not meet your expectations in this regard.Nevertheless, we are mindful of your comments and continually strive to enhance our offerings to ensure a harmonious and enjoyable stay for all our guests.We are also concerned about the technical issues you encountered with the whirlpool bathtub and shower.Rest assured that our team is dedicated to maintaining a high standard of room amenities and we typically receive high praise for our efforts in this area. Your feedback is invaluable to us as we continue to provide a relaxed and luxury atmosphere.We hope to welcome you back. All the best.Guest Service Center Management
by A traveller
Posted Aug. 7, 2024 on Expedia
The hotel is beautiful. It’s an oasis and the room is gorgeous. This has been the only hotel so far after 10 years of traveling that has accommodated me well by being an Expedia member. The food, however, has to be revamped. Staff added too water to the sauces, beans and other condiments. It was hit and miss. My only favorites were the papaya and the green chilaquiles. There should be a buffet open 24/7 with a variety of food every day. The strawberry margarita and the mango one were delicious. The outside city surrounding the hotel is unsafe, though.
Comment from Hotel Management
Aug. 7, 2024 by Guest Service Center Management, Hotel Management
Dear Edith, We would like to thank you for this review about your recent experience in our hotel.We're delighted that you found your room to be a gorgeous oasis, and it's inspiring to hear that our efforts to create a luxury, elegant, and sophisticated environment have resonated with you. Your kind words about the harmonious blend of our property with nature are deeply appreciated, as we strive to offer an experience that is always immersed in nature and mindful of our surroundings. The tropical allure of our papaya and green chilaquiles seems to have been a highlight, and we're glad our strawberry and mango margaritas added a touch of carefree indulgence to your stay.We regret that our culinary offerings did not consistently meet your expectations. While our diverse array of dining options is designed to offer something for everyone, we are always open to feedback and strive to provide an inviting and enjoyable dining experience for all our guests. Safety is a top priority for us, and we take respectful measures to ensure a relaxed and secure environment for our guests, both within the resort and in the surrounding area.Your recognition as an Expedia member and the seamless experience you had with us is a testament to our commitment to guest satisfaction. We're grateful for the opportunity to have served you.All of the team hope that we may be able to see you again in the future. Kindest regards,Guest Service Center Management
