TripAdvisor Traveler Rating

Puerto Morelos is a pleasant tourist town with lots of restaurants and a useful supermarket (Chedraui). The town centre is about a 10 minute walk (on the road or on the beach) from the hotel. It's perfectly safe, even in the dark. The beach is fantastic, and the bit outside the hotel is cleaned (and the seaweed removed) twice daily. The seaweed is no big deal. Good things about the hotel: - The room (an "EPIC" suite) was spacious, comfortable and spotlessly clean. It was useful to have a fridge and the balcony was nice. - The minibar was reasonably priced. - We were able to arrange a late checkout (albeit at a substantial cost) which meant we could enjoy our last day on the beach and have a shower etc. before the evening flight home. Not so good things: - There aren't enough sunbeds. - They play music on the beach literally all day long, usually reggae. It became very annoying and spoilt what would have otherwise have been pleasant days. One day, they had someone playing live trance music for several hours which, was equally annoying. - The hotel is very much (and understandably) aimed at the American market. I think maybe they have different expectations to Europeans. - Some of guests are "owners", who have some sort out timeshare deal. Some of them really do strut around like they own the place! - Service is unbelievably s-l-o-o-o-o-w. Notwithstanding this, the staff expect tips. - Breakfast is abysmal. Not a buffet, as you might expect, but table service. The only edible cooked items are the eggs. The coffee is awful and you have to pay extra for a cappuccino. We were B&B so can't comment on dinner. - There is a nice bar on the roof but it closes at 6pm, which is exactly when you might want a cocktail before going out to dinner. The other bars aren't very nice.

The hotel is impressive: very clean, modern and situated right on the beach. The town is close to Cancun Airport and Playa del Carmen (about 25 min. drive). The staff were kind. We liked the proximity to town (15 minute walk) and choice of many good restaurants as well as a big supermarket. We were SO happy we didn't go all-inclusive since this boutique hotel has really limited food options and slow service. Read other reviews for more on what's lacking. We had an issue with a big puddle in our bathroom, water dripping from above. We called for someone on the first day and they came equipped with a ladder and spent 3 minutes doing something. We thought all was in order but the leak continued. We had that puddle all week! The ceiling above was soft and could cave in at any time! We will not return to this hotel.

DO NOT BOOK THIS HOTEL! While the spacious room and daily cleaning were the only positives, everything else about this hotel was a disaster. We booked this place because it was advertised as an adult-only hotel, but to our surprise, there were children If we had known this in advance, we would have booked elsewhere. The service, especially in the restaurants, was atrocious. All three restaurants are à la carte, even for breakfast, and only one opens in the evening. Food often came out cold, and on multiple occasions, it arrived at completely random times—fries before the main course or long after. The minimum wait for food was 30 minutes, and more than once, they brought out the wrong order. Breakfast on the rooftop was particularly chaotic. One day, it opened late, and after waiting 20 minutes, we were told they didn’t have most of the items we ordered. We had to go downstairs for breakfast, where they had everything—so why couldn’t the rooftop staff restock from downstairs? One morning, I ordered poached eggs on toast, and the toast came 15 minutes before the eggs. The lack of coordination was infuriating. Adding to the rooftop issues, there were no showers by the rooftop pool to rinse off after swimming, which made the experience even more unpleasant. Sunbeds were another nightmare. There aren’t enough for the guests, and staff will give away your sunbed if you’re not back within 30 minutes. We couldn’t even enjoy lunch or a swim without constantly worrying about losing our spot. The service overall was beyond disorganized. Waiters and staff were running around like headless chickens, completely clueless about what they were doing. For seating of 50-60 people, there were only 12 menus, so we had to wait for menus to become available. At the main reception bar, there were at least three times when no one was serving drinks, forcing us to go to the beach bar. Worse, they frequently ran out of beer, whiskey, and vodka, and the staff didn’t bother to fetch supplies from another bar. The reception service was equally terrible. No one ever picked up the phone when we tried to call. When we wanted our laundry collected, we were told we had to bring it down to reception ourselves! Even after voicing our concerns to the manager, nothing seemed to improve. This hotel is in dire need of competent management and a complete overhaul of its operations. The false advertising about being an adult-only hotel was just the icing on the cake. Save yourself the frustration and stay elsewhere. To add majority of the guests were voicing similar complaints

If you are going to the hotel please see the barman Fidel. He makes the BEST cocktails!!! Super friendly and helpful at giving advice for local tours. Helped me to try and speak espanol also!!! Would highly recommend all the staff also. Everyone is so helpful

We always enjoy the Fives Oceanfront. The location is one of its greatest assets. Having stayed at many resorts in and around the area. With the great town of puerto Morelos being right there you get the best of both worlds. Upon check-in this time we noticed a massive staffing change. When ever I see this I worry that something bigger is going on and have concerns of the level of service. There are plenty of new faces and obviously some growing pains. But the level of service is still there. Just sometimes it comes a little slower. Food is great at lunch and you can’t beat Al mare for dinner, roof top is great for breakfast and lunch as well. ( would be nice if you can eat by the pool ) Drinks are always good. Being able to get a bottle of beer is key ( especially if you are on the AI plan) Bartenders at pool/beach and upstairs take their jobs to heart and do a great job We LOVE the beach and the service on the beach is worth the AI package alone. Sadly it was really windy and the beach wasn’t an option for most of our days this time. I think the biggest concern for people is seating by pools and beach. Chairs are a hot commodity and usually gone by 7am. Simply put they need to put in more chairs. It’s might end up being a bit tight in some areas but more beach/pool/ top pool chairs should be on the Christmas list. Also get back the reggae music by the Romarley beach club/pool. It has changed to elevator music by the pool which I find really kills the vibe that we all loved about it. In the end we will definitely be back and plan to continue to come back unless there is a drastic drop in quality ( fingers crossed doesn’t happen ) We Love the Fives and the town!