TripAdvisor Traveler Rating

We had a wonderful time at the hotel! Everything was so clean, the staff were incredibly friendly, and the activities planned for the children were absolutely spectacular. The food options were great. The drinks were perfectly made. We had a wonderful time. I’d like to give a special shout out to the activities coordinator who worked at the Kidsdom and made every kid feel seen and taken care of, Santos at the bar for his amazing margaritas, and Martin at the lobby front desk for our departure experience.

Our week visit in November was our third visit to the Melia this year. We were also there in June and again in July. We always select the Level option as it gives you many advantages and options in rooms, check-in, and food. The staff here are why we keep coming back. Our concierge, Santiago Flores, is the best. He is always accommodating to our needs not to mention very personable. Also worth mentioning are the pool staff. Stay in a tower room for the best views of the ocean and at night, the lights of Playa del Carmen.

Great service, very accommodating. Excellent food, friendly staff. Felt right at home and the food was absolutely excellent. They accommodated our young children’s requests and checked on us often to make sure we always had everything we needed.

Not sure why people rave about this hotel. It is average at best. Our first room, an ocean view, was so damp. The smell of moldy mildew was very noticeable. I have vacationed in Caribbean many times and never had such a smelly, unhealthy room. Noisy air conditioner runs constantly as it can never get the humidity out. I opted to upgrade to the “Level” at my own expense, which after my complaints I feel they should have upgraded me at their expense, as I could not possibly spend another night in the damp, stinky ocean view we were first given. Black mold painted over to disguise it I think as the fresh open pot of paint was next to the maid cart. We enjoyed the food. There was always something decent to eat. The ocean was a disappointment, people mention sargassum, this is NOT sargassum, it is mangrove runoff full of sea grass making the water a nasty brown colour. It is not possible to just go to the neighbouring hotel to swim and snorkel, they are divided by a cement wall in the ocean, you sink in what feels like quicksand through the brown, nasty water…much more difficult than previous reviews mention. At the end we found Buccanos beach club and spent the day there, beautiful clear turquoise water….what we came for. Staff were all very kind and efficient.

It is my 9th day here and the place is just amazing! Very clean, very well maintained. the food is good, ala carte food is delicious! Cristian, Adrian, Fredy, Daniel, Teodoro, you are doing wonderful job, thank you so much. Sorry if I missed someone. It is my 4th time here and I would go back, hopefully. :)