TripAdvisor Traveler Rating

We just spent a glorious 2 weeks at the Playacar Palace in Playa del Carmen, Mexico. The first week was just my wife and I and, as Residence members, we were treated like true royalty. During the second week, my daughter, daughter-in-law and 1-year-old grandson stayed with us at the resort and were treated equally as well. Our Diamond Concierge, Dalia as well as her colleague Eder and supervisor Vanessa took care of of all of our requests with expediency and always with a smile. Our pool concierges Aaron and Ignacio as well as Ricardo and the rest of the pool staff were extremely attentive throughout our stay. The food was typically Palace. By this, I mean it was carefully prepared along with generous portions (especially for an all-inclusive resort) and always delectable. The new Palestra at the Italian restaurant provided a sumptuous meal prepared fresh at the table and the Hot Pot, a special meal at the oriental restaurant serving Wagyu beef, was a meal not to be missed. The breakfast and lunch buffet provided so many different excellent options that it was impossible to sample everything that you would want. In addition, the service at the buffets was always attentive and Elvia, Jesus and Isaac as well as Viri behind the grill and the rest of the wait staff were superb. The spa at this resort is a bit smaller than those at some of the other Palace resorts but it was just as calm, relaxing and with expert attendants and massage therapists as the other resorts. Thank you to the entire staff for another wonderful Palace vacation. Azar and Marian Korbey

When we arrived, the property looked a little rough and it shouldn't be allowed to call itself a luxury resort. We upgraded to a full oceanfront, but the temperature in the room never went below 75 degrees, even though the a/c was set to 65 all week long. They had stone floors that would become extremely slippery anytime you opened the balcony door for more than 10 seconds. Most of the service staff were extremely friendly and accommodating, which is why I assigned two stars instead of one. The checkout staff, front desk manager, and public relations manager deserve zero stars. We attended their sales presentation to get 500 resort credits to use in the spa. However, when it came to check out, they hadn't applied the resort credits and no one on the property seemed to have the authority to resolve the issue. We were sent running from desk to desk for 30 minutes before it was finally resolved. By that time, our scheduled transport had departed due to the delay. However, none of the staff would admit responsibility for making us miss our transport and continued to insist that we pay their "no show" fee, even though we were standing in the checkout line 30 mins prior. The front desk manager and public relations manager clearly had no customer service training. They denied responsibility and blamed us for booking our spa treatments in "the wrong way". We continually were told "it's your fault and you will have to pay". The people that run this resort were only focused on collecting money and had no regard for what type of experience we left with. I'm so glad that we decided not to purchase a membership here. There are many other (and better) resort options in this area that are priced similarly (or less) that actively try to provide you with a great experience. If you want a relaxing vacation, this is not the place for it.

Sure there are fancier resorts, private shuttles, more restaurants, etc…. But there are no resorts with the staff that can surpass Playacar Palace when it comes to personal, friendly and over the top service! From Carmen and Karen in public relations to Roberto, David, Selena, Manuela, Israel, Alexander Ingrid and THE MOST EXCELLENT Elvia in wait staff, outstanding Daniel and Eric and Ana in entertainment, at the pool Daniela, Ignacio and Sylvia and chefs Giovanni and Jonathan all were exceptional and allowed us to enjoy our segunda casa for 10 blissful days. The food in all locations was excellent, our room was kept in perfect order, the drinks, entertainment and pool area was fantastic, and the unique experience of Lahna was fantastic. The Spa treatments were very refreshing and relaxing. We have stayed at many of the other Palace and Hard Rock locations and find we love the experience at Playacar Palace. Senior David Rubino has built a marvelous staff of caring, attentive people who genuinely want to make your stay memorable. Thank you all for a very memorable visit! Hope to see you all again soon. We are already planning our return for later this year, hopefully for 2 weeks!

Excellent Food - Loved the atmosphere - Staff friendly - lots of places to shop. The weather was perfect for April!! This was the first time we have been to an all inclusive resort in our 35 years of marriage and would definitely go again. Helpful hint - on the restaurants that you can sign up for in the evening, you can order as much as you want. You are not limited to 1 entre, appetizer. So, if you feel like feasting on appetizers versus a full blown meal, you can!! I am a food critic and this is one of the reason why i picked this place due to all the raves/reviews of the food. We drank and ate to our hearts content - this was an amazing trip!

Nice resort, awesome location to Playa Del Carmen, great views of the ocean and an easy ocean to swim in. If you want to be near town and not “stuck” on the resort nightly this is a great place. Service was excellent - always easy to get a drink at pool, service to room, etc. Not a huge pool by any means and we didn’t love that it’s not an adults-only resort- but still a nice trip.