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439
394
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Reviewed 8 June 2021

For a beach vacation, this was somewhat disappointing. Any time I stay at a beachfront resort, I always pay the premium for an ocean front room. Unfortunately, in this case, the premium I paid was definitely not worth it. The beach was covered with heaping mounds of Sargasso rendering the beach unusable for the entire week. If you wanted to enter the water, you could only do so from the beach in further down by the Hyatt. From my balcony the smell of the seaweed was unbearable and we couldn't use the balcony or leave the door open to enjoy the ocean breeze. There were several days when multiple laborers were out with pitch forks trying to clean up the Sargasso, but there was just too much for them to make a dent in it. I think it would have been good if Hilton offered a discount for these rooms considering the condition of the beach. The pool is very nice, but as others have noted it is annoying that you cannot get a chair as the space is taken by so many cabanas that the resort charges a premium for. Aside from these disappointing aspects, the food was very good, the staff was lovely and the remainder of the resort was very nice. Just be aware of the conditions of the beach prior to your stay so that you will not be disappointed. Had I known, I would have booked a room further away from the beach.

Date of stay: May 2021
    • Value
    • Rooms
    • Service
3  Thank Mdee3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear Mdee3,

Thank you very much for choosing our resort to spend your recent vacation. We appreciate the time you took to share this review. Your praises to our food, service, and team members are sincerely appreciated. On the other hand, it truly saddens me to hear of your experience regarding the beach. Our team certainly works tirelessly to keep the beach clean from these unfortunate phenomena of Sargasso. Although this is a seasonal thing, we will keep working along with the government to implement new strategies to keep our shores clean.

Thank you again for your time and preference, we hope to welcome you back, and exceed your expectations.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2021

This was our second visit after having a great time two years ago. The staff was amazing and working hard, room was clean and well taken care of, the food was good! Unfortunately, the entertainment was a lot different, having to buy a cabana to have chairs and no hydrotherapy without an extra cost. I hate to see such a great place go downhill and hope they can soon recover from what I am sure Covid has forced them to change. Fernando, Alejandro and Polux did great with the entertainment. Jose was great in the restaurants and the sweet older man in the coffee shop was such a joy!!! We also purchased a spa package and the spa staff was great!

Date of stay: June 2021
Trip type: Travelled as a couple
1  Thank Bcellis050214
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 June 2021

We enjoyed our stay June 2021. We did have a few unmet expectations due to our stay in 2019 with extra charges throughout the resort. (New cost -Hydrotherapy, cabanas with chairs, etc..) The employees were working so hard (I know they are still trying to recover from last year) restaurants were good, rooms were great. They did have a special event on the lawn that was nice. Entertainment at the pool is making a come back as well.. Fernando, Alejandro, and Polux did a great job with event by the pool! Ezekiel took great care of us too!

Date of stay: June 2021
Trip type: Travelled with friends
1  Thank Holland J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 June 2021 via mobile

Alejandro, Mario, Eric,Fernando, Polus... Too many to mention. This trip has been amazing! This is our second trip here and we will definitely come back! The pool and entertainment group are incredible! The service is the best of all the resorts we have stayed in Mexico!!

Date of stay: June 2021
Trip type: Travelled with family
1  Thank CrazycarlAtx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 5 weeks ago

Dear CrazycarlAtx,

Thank you so much for returning to your home away from home. We appreciate this review, and are glad to hear that once again our team was able to meet your expectations. It will be an honor to share your words with our team. We appreciate your loyalty, and look forward to welcoming you back soon.

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Reviewed 8 June 2021

This hotel although beautiful is definitely not geared for a more lively group. The entertainment was geared towards geriatric crowds, the pool closed at 10, the bars closed at seven and the drinks were pretty terrible.. The beach was covered in algae and they waited until the morning to clear it out with construction trucks parked right next to the top restaurant that was beach side. we are diamond members and they gave us such a hard time for upgrading the room with very minimal options, we were told we could not check out past 1 o’clock because they needed the room for other incoming guests although the Hotel was only operating at 30% capacity. we were also expected to pay additional for wristband room keys.. The concierge service was pretty useless, they couldn’t help us get a rental vehicle and couldn’t really guide me on planning our trip to Cozumel Island. Definitely would not stay here again.. unfortunately we had much higher hopes as we had never stayed in an all inclusive.

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
1  Thank destiny4184
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear destiny4184,

Thank you for your visit to our resort, and for your loyalty to Hilton. We appreciate the time you dedicated to share this feedback. The subjects that you have kindly brought to our attention will be discussed in order to improve. Our goal is to exceed our guests' expectations, and we truly hope you give us the opportunity to welcome you back and make it right.

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