TripAdvisor Traveler Rating

Pure disappointment and aggravation from the moment of arrival to the time of check out. I arrived for my stay at the Hilton on a Monday evening. Upon entering the Hotel, I was told that there was a “waiting list” to be checked in. After a long day of travel, I waited an hour and a half until my turn came on the waiting list for check in. I was not given any information regarding the hotel or a tour, when checked in. I received my room key and a map of the property and was left on my own to find my room. I said I was hungry after a long travel day. The front desk basically said to bad. I was told restaurants were either closed or fully reserved so late in the evening. I booked an ocean view suite. Upon entering my ocean view suite, I was greeted with extreme disappointment. The room was dirty and smelled like mold. The in-room Jacuzzi that I was looking forward to using and looked so good in the pictures on the hotel website was filthy, yellow, chipped, with paint pealing all around. Stepping foot into the jacuzzi would have been a health hazard. I had to stand on my balcony and look out very hard to see the ocean from my ocean view suite which I paid an extra $175 USD per night as opposed to what a garden view room would have cost me. I stayed at the Hilton for eight nights. I was really looking forward to the fitness classes advertised on the website. On the evening of my arrival, I used the hotel app in an attempt to book the fitness classes. All classes were fully booked for the duration of my stay. How does that happen???? I was not able to get into any of the fitness classes. Another disappointment at this all-inclusive luxury property. Booking a restaurant reservation was also very hard. Reservations were either available at very late hours or unavailable at all. For the duration of my stay, I ate the poke bowl every day from Barefoot, which was halfway decent. I also ordered room service but the menu options were limited especially for someone who is vegetarian. I went to Spice one time and it was pitiful. It reminded me of a hospital style cafeteria except there are far more food options to choose from at a hospital cafeteria. The few food items that I tried were awful and bland. The spa was a hit or miss. I had two spa treatments during my stay. The first treatment was a massage which was great. My second treatment was a body scrub and that was horrible. Overall, not worth the money. Most of the staff members at the hotel were rude and the service was bad. Most of the staff had a “we couldn’t care less” type of an attitude when executing their duties or addressing concerns. On most days, beach/pool towels were unavailable. Apparently, they were being utilized by other guests or in the laundry as explained by the hotel staff. The hotel staff rudely replied we don’t know, if asked when towels would be available. The housekeeping staff was very nice but they did a horrible job cleaning my room, when showing up. Sand was on the floor and it was filthy. I think that the housekeeping staff is just overworked by management and the poor cleaning was not intentional. Bathroom necessities like body wash and lotion was never replenished. Luckily, I brought my own. Check out time is at 12:00 pm. On the day of my scheduled check out, I received 3 calls between 10:30 am and 12:00 pm from the front desk harassing me and asking me when I was going to vacate my room. I doubt that the harassing calls were justified because the demand for my room was so high. Again, just horrible customer service all around. Overall, my stay at the Hilton was bad but there were three positive aspects that I can think off. I want to acknowledge the room service staff. They were very nice and friendly, beginning with the lady taking the telephone food orders and ending with the staff delivering the actual food. The gym is another positive of this hotel. I utilized the gym every day, which is open 24 hours. Decent selection of equipment but a lot of it was poorly maintained. The broken equipment remained broken for the 8 night duration of my stay. The beach in back of the hotel was not bad, despite what some of the other reviewers mention. I actually enjoyed the beach. It was intimate and semi-private as most of the other guests were stationed at the busy pool area. I was mostly neglected by the service staff at the beach as was the common theme at the hotel. I guess I was not in the popular kids club. Overall, I had a horrible stay at the Hilton. Bad service, terrible food, fully booked fitness classes, and falsely advertised dated room, just to mention a few of my gripes. I would never stay at this property again if I return to Playa Del Carmen. As a loyal Hilton honors member, I will think twice before staying at another Hilton property because of my experience at this hotel.

Best about the hotel: The bed is comfortable The jacuzzi tub in the room is nice The coffee shop has excellent treats (don't miss the ham & cheese pretzel sandwich-toasted) The pizza at Kalamata is fantastic Spice breakfast has just about anything you could want Excellent service at the quiet pool (Enrique I believe) Love the location and being able to walk 5th Ave Worst: A few maintenance issues - constantly beeping smoke detectors that need batteries The restaurants are concrete and loud If you want steak, you pretty much need to pay extra The entertainment can be great one night and terrible the next There is no shade at the beach and hardly any beach right now Restaurants are limited. We had the same things every other night, which got old staying 8 nights Consistently our room would not be cleaned until 5pm which was weird when we would see the maid next door in the morning Our mini bar only got filled 1x and it only had 2 cans coke, 2 cans diet coke, 1 sprite (water & beer, but we don't drink alcohol) This is a great resort if you are on a budget. It has a nice vibe. I would like to see a pizza option on the room service menu. Do something to quiet the noise in the restaurants and offer a few more options - I was there in April and I know there were more Open the buffet for dinner? Caribbean and Mexican restaurants just were not appealing when people don't care for a lot of spice or seafood

We stayed at the hilton playa del carmen for his location been closer at Quinta avenida in playa del carmen.. Rooms are clean beds very comfortable, our housecleaning lady named yessenia did a fantastic job with the room been cleaned, the shower sometimes get hot sometimes not., i went to the desk to let them know about the water situation. Also told them that 3 days on the road didn't refill my mini fridge with beer. But is a good place .

My gf and I just finished our 6th amazing 9 night stay here. The place is beautiful and the staff is beyond words. They effortlessly go above and beyond in so many ways. No matter what they are doing they greet you and say hello and make you feel welcome from check in to check out. They are continuously working from one end to the other to make everyone's experience a great one. Whether you are at one of their restaurants, the pool, or anywhere else on the property they are very quick to assist in any need. I mean this staff is all GREAT but a few that I would like to mention are Adriano with the butlers who we had the pleasure to deal with from the time we checked in and dealt with daily. He was a text message or a visit to where we were away from helping out however he could and did whatever he could to make our entire stay everything we wished and hoped it would be. Omar and the staff at Chefs Plate make that fine dining experience more than worth it. Victor, Sergio, and the staff @ Spice know how to start everyone's day off with the great service they provide. And also Samantha Hidalgo(guest service manager) who we have known since day one of going there in 2019. She is absolutely great with checking on us and treats us like family when she sees us. I know I left so many out that we have met here and provided great service this last time but I really mean that you will not be disappointed with this place and will love the staff equally as much. And lastly please tip those that provide service here. I see so many people leave absolutely nothing at breakfast, lunch, dinner, the bar, etc... These people work extremely hard and should be rewarded. Same as you would if you went to a restaurant in your hometown for dinner or a bar for a couple of drinks. But yet even when tips are not left they still continue on with smiles on their faces and cater to the next customer. Thank you staff at HPDC once again

From the ultra clean suites with super comfy beds, to the amazing entertainment and first-rate service, I would highly recommend the Hilton Playa del Carmen. For an all-inclusive, the food was definitely above average. Wonderful pool area with plenty of activities. Shout out to David on the entertainment team. Only negatives: drinks were mediocre at best and the water at the narrow beach area is too rocky for swimming. If the beach is your thing, this probably isn't the resort for you. Otherwise, it was terrific!