Overview
Begin every day with a promise of new and extraordinary experiences and discover the beauty of this hyper-local luxury hotel. Bringing a touch of glamour to the Riviera Maya, The Fives Downtown Hotel & Residences takes you beyond the expected, offering an authentic and contemporary retreat for travelers to experience the sheer magic of Playa del Carmen. Ensconced between the lively city bustle and the breathtaking Caribbean coastline, this resort is steps from the best restaurants, bars, and boutiques of Fifth Avenue (Quinta Avenida).
Other fees include
- A Government of Quintana Roo environmental tax ranging from $1-7 USD* per person per night is to be paid locally to the hotel. *Subject to change.
Rooms
133
Inclusions
- Daily activities
- Round-trip airport transfers
- All taxes
Rooms
- 1 king bed
- No more than 2 guests in the room
- 1 king bed
- Minimum 1 adult, maximum 2 adults
- No more than 2 guests in the room
- A/C
- Alarm clock
- Bathrobes
- Coffee maker
- Room service ($)
- Slippers
- TV
- 1 king bed, and 1 sofa bed
- No more than 4 guests in the room
- 1 king bed, and 1 sofa bed
- Minimum 1 adult, maximum 3 adults
- Maximum 2 children
- No more than 4 guests in the room
- A/C
- Alarm clock
- Bathrobes
- Coffee maker
- Room service ($)
- Slippers
- TV
Amenities
Pool
Rooftop
Lobby
Lobby
El Tigre
Mercatto
Marley Coffee
Fitness Centre
Spa
Wedding
Wedding
Location
Reviews
TripAdvisor Traveler Rating
Total lack of customer service
AdventureKA (New York) on Sep 18, 2024
Rudest and most unprofessional hotel we have ever had the displeasure of staying! It is a shame because the property is on the nicer end and well located. The front desk folks do not all speak English and we had to use google translate to discuss basic items like where is the nearest ATM – this might be presumptuous but this is an international chain Hilton. Customer service is not high on their list – everything we asked for was a flat no, no rooms near each other, no late check out, no, no no. We were left feeling that they were doing us a big favor to let us stay here. And they NEVER pick up the front desk hotel phone – it took 9 calls on 3 different occasions for them to pick up once – whatever you need to speak to them about, they do not want to hear it. Well located near the ferry and at the end of the main strip. There is no parking so it’s really difficult for taxi’s to drop off or pick up – there a small spot around the corner of the entrance. Upon arrival check in takes 20 minutes and this does not include wait time, it’s the actual time to check in (not exaggerating as we have photos with time stamps). The front desk guy had to explain every little detail about the hotel including a bunch of useless coupons to try to get you to spend more money at the hotel, even though it was 10pm at night and we were obviously tired. They asked if we wanted our minors to be permitted to have alcoholic drinks but told us that they could not get their own room keys – so the hotel wants to make money off selling liquor, but they’d prefer that minors pass out in the hallways after the hotel gets them drunk. Speaking of our rooms, we booked 2 rooms and did not give us rooms near each other – on different floors! The complimentary breakfast was quite good but there was no protein like bacon or sausage. We did wish they’d open earlier than 7am because if you have a full day activity with the standard 7am pick up, you are out of luck. The hot breakfast is on the better end – wait staff but otherwise a buffet with good scrambled eggs, pancakes, French toast, fresh fruit and roasted vegetables. Basket of breads brought to the table wasn’t great – the chocolate croissants were stale. The wait staff were nice enough. Despite the reviews, we felt the complimentary breakfast was good and were not dissatisfied. The highly boasted roof top pool bar/restaurant was ok. The rooftop pool has panoramic views and is fun to swim for a half an hour or so. It is open to the public and we did not feel that as hotel guests that we got priority. Getting a lounge chair is pure luck and the waiters are very aggressive about ordering drinks or food. At one end of the pool is a private section of the pool for a penthouse room. Now here comes the final insult – upon check out, we were hit $70 of unexpected fees (not room charges but fees) on top of over $1,300 for the 2 rooms. If they could improve their total lack of customer service and basic poor attitude we might consider staying here again as the property was pretty good. This is in stark contrast to the other half of our vacation stay at Hilton Cancun Mar Caribe All-Inclusive Resort where we were treated incredibly well.
Absolutely amazing, will 100% be back. Girls holiday.
katie m on Sep 14, 2024
Well, what an amazing stay! Could not fault this place at all, all the staff are amazing and they will do anything for you. The housekeepers do a fantastic job. The lady who books the trips for you, Lliana, was so helpful and is so lovely. All the bar staff, breakfast staff and the reception staff were just so friendly and approachable. We have had the best time here, we are on our last day and we really do not want to leave. The location for this hotel is perfect, right next to 5th avenue, a couple of blocks away from the main club street, a minute walk away from the beach which is also stunning. We felt so safe around this area, don’t get me wrong I would not walk around on my own at night but throughout the day, as 2 girls in their 20’s we felt fairly safe and were always sure to be aware of our surroundings. The rooftop pool is beautiful, with the sea view, it is absolutely unreal. On the 1st day we got a massage from the 2 lovely ladies at the spa, absolutely amazing would definitely recommend. Breakfast was always lovely, great options. We stayed in room 213 which is a deluxe double room, you have everything you need, massive bed (so comfy), fridge, hob, coffee/tea machine, balcony, shower etc. it was just perfect for us. Overall, as you can tell we have had the best stay, we will 100% be back in the future. Thank you so much to all the staff at The Five’s, you have been amazing!! What a beautiful place.
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