TripAdvisor Traveler Rating

Awesome value for the experience! We booked this hotel on a total whim, sight unseen. I’ve traveled extensively in Mexico and the Caribbean and this hotel is a winner. Extremely reasonable price for what y...ou get - consistently really good food, massive and well-maintained rooms and a very hospitable, courteous staff experience. The drinks are so-so and the beach isn’t great (but typical for Riviera Maya) but as a Hilton diamond member, we got free and exclusive access to giant beach bed cabanas. Also - the spa - with the Hilton diamond discount, we paid $349 for an 80 minute couples massage, 30 min scalp massage, hydrotherapy and exfoliation. One of the better hotel spa deals and it was a lovely spot. The staff here are excellent and friendly. Great value for a hotel - I would recommend it and we had a great friends vacation here!

The resort is amazing, we had a large sea and pool view room, we thought we may of been offered a free upgrade on check in considering it was our honeymoon but this was only offered at a cost or when we ha...d a leak in our room but I think our room was better than the sea front rooms anyway as we have a view of everything with a very large balcony. They did give us a bottle of sparkling wine with some chocolates and door banner for our honeymoon though which was nice. The entertainment is fantastic although the daytime schedule can be repetitive especially if you are staying for over a week as it repeats, it would be better if they did it on a 2 week rota and also offered some more sports or internal experiences such as cocktail making, tequila tasting but not at an additional cost. April and Aaron were our favourite reps. The Mayan night was not worth the price and should be offered as part of the all inclusive rather than an additional charge. The food was served at the same time as the entertainment which made it difficult to watch also the food was no different to what was offered in the hotel apart from Tamales so not a traditional Mayan meal as advertised. Also the whole show lasted less than an hour. Food was lovely at no point did we have an upset stomach. However, in the Spice restaurant the buffet was always just about warm so they need to heat this up and the potatoes were always hard like they hadn't been boiled. Our favourite restaurants was the Mediterranean Kalamata and Asian Asiana. Pelicanos was also nice but needed to serve more Carribbean food and more options. For someone who loves Mexican food we didn't like the Mexican restaurant Maria Petronas and found the food especially the tacos to taste strange guessing it's the oil the fry them in but we did like Rincon for lunch so it would be better if that was made the main Mexican restaurant for the evening. It would also be good if Spice was open in the evening to provide a buffet option and if all restaurants were open each evening as we found ourselves repeating places due to certain ones being closed. Outside the resort on 5th Avenue was a bit disappointing as we booked it hoping it would be nicer than Cancun but it was pretty similar being over commercialised and lacking an authentic look and feel. The constant harassing by vendors to get you to go into their store, not providing a beer menu and not giving change was also off putting. Our main critique for the resort was the constant upselling, for a 5 star resort everything should be included. The constant expectation of tips by staff for doing their jobs was also annoying and should only be given to reward exceptional service. The hotel should offer each guest a cabana for the day if they stay over a week as that was the only time we felt in a luxury resort. The rest of the time it was more of a party resort for people staying a few days which made it feel more 4*. Overall we had a nice stay but unsure we would return based on the above critique.

We just returned from the most peaceful, joy-filled vacation of our lives in Playa del Carmen—and it was all thanks to The Tropical Travelers, who went above and beyond to make it unforgettable. From the ...very beginning, our travel agent took the time to truly understand what we were looking for: something relaxing, luxurious, and meaningful as we celebrated nearly 15 years together. They helped us narrow down the perfect location and recommended the stunning Hilton Playa del Carmen, which ended up being everything we dreamed of and more—beautiful, peaceful, and full of charm. What really blew us away was their responsiveness and attention to detail. Every question we had (and we had a lot!) was answered quickly, clearly, and with so much care. They didn’t just book our hotel—they arranged our transfers with Lomas Travel, our excursions with Ocean Tours Mexico, and made sure every step of our experience was stress-free. We literally didn’t have to lift a finger. We felt supported and taken care of from start to finish. The level of service and care they put into every detail is unmatched, and it made this trip so special for us. We’ll absolutely be using The Tropical Travelers for all of our future travel. If you’re looking for someone who truly listens, deeply cares, and delivers above and beyond expectations, look no further. Already dreaming of our next adventure—and we know exactly who we’ll call to plan it!

Stayed at the Hilton for a week, Reina helped set us up, Tatiana was wonderful, loved all the restaurants- at spice we had wonderful services from levin E.,Lucas T.,Antonio C. The resort is beautiful. The ...rooms are huge good shower pressure Jacuzzi was big in the room. I didn’t care for the mattress or pillows. I didn’t care for the beach. It was rocky had lots of seaweed dirty water, but there was also a storm the day we got there. All the employees are very sweet. The picture guys are awesome. The lobby was way too hot and loud during nighttime entertainment. The pool needs cleaning the tiles were dirty, but the pool entertainment is awesome. Drinks are strong, but for being all inclusive, you should not have to pay extra for top shelf alcohol. On the property, we saw dogs, cats, raccoons, and iguanas. It was a wonderful trip. Location is awesome right on the beach one block from fifth Avenue shopping always felt safe. All the men work there have amazing smelling cologne gift shop has very nice things in it, the spa is very high class. I would go back, but the beach is disappointing and the price of the cabanas.

The service at this resort is outstanding! One of the highlights was breakfast at Spice Buffet, with our amazing servers Levin, Lucas and Antonio! On our last day they surprised us with a cake that said “H...ave a nice trip!” Truly made our last day amazing! From housekeeping to front desk services to bartenders to waiters, the service was like no other!