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Recent guest reviews

Everything excellent

Really enjoyed the size of the resort and variety/quality of the restaurants. We enjoyed the spa package we purchased and would highly recommend. One downfall was the amount of the times the spa and photography staff came around trying to sell us things. It disrupted a lot of our quality and down time. Our room also had a musty smell to it. Not sure if it was from the ocean air but we had to wash all our clothes when we got home, even ones we didn’t wear.

everything was great. The hotel is amazing a lot going on and we loved it. WE liked the service too, Gerardo Ramos was very helpful, he made sure we were good or if we needed anything. We will definitely go back soon.

The staff were amazing as well as the food!

We loved the Asiana restaurant and Victor Herera was Great. Also the coffee shop as exceptional. Edith & Paco were fabulous The music at the pool was obnoxious. And the speakers were way too loud.

So disappointing! I went to this property when it was the Royal and it was amazing but now that its The Hilton, everything has changed. They have maybe 20 chairs that are free of charge around the pool and if you dont snag them by 6am, they are gone. All of the other chairs, the resort charges $75 per day to sit in. If you try and sit in them without paying, they will kick you out and youll have nowhere to sit. Same by the ocean! The bars are only open from 11am to 10pm even though they advertise 24 hours per day, and not all restaurants are free of charge. You have to have your phone to see the menu, (you have to scan a QR code) and not everything on the menu is free. They upcharge for everything! I will never stay at this resort again!

The resort was beautiful and the staff were all friendly and helpful

My wife and I stayed at this property during our first visit to the area and could not be happier. Firstly, the location is AMAZING. you are within walking distance of absolutely everything, but it is not noisy and still feels secluded. The staff was excellent and the accommodations were clean and comfortable. We stayed in an oceanfront suite and it was spacious and had an amazing view. The food at the various restaurants was very good, but a little bland for our tastes. I know they do that so as to please the largest number of people possible, but it would be nice for them to take a few more freedoms with the taste palate. The sargassum was an issue during our visit and limited when we could swim in the ocean. I will say, this resort occupies a relatively small stretch of beach and half of it is rocky once you get in the water. A short stroll north and you have access to miles of great (though busy) beach. Overall, it was a great experience and we would definitely go back.

ROOM WAS EXCELLANT

Overall experience was disappointing. We left a cheaper hotel (hilton was 5xs the price) so we could get better service and a room with 2 beds. When we called before heading over we were told we would have a room with 2 beds and that the room was ready for us. We get there at 3:30 and our room was not ready until 5 pm. The room they had told us we would get (2 beds) was not given. We got a room with 1 king bed. When we asked for an upgrade they told us they couldn't. We asked for reimbursement they told us they couldn't. They only offered credit or free dinner (at an all inclusive). The next day when we talked to the manager we were finally moved to a room with 2 beds with an upgrade to swim up pool. Too bad room service only left one towel in the batrhoom for two people. On top of that room service did not take our dirty champagne glasses. On our third night there we called to make reservations to eat at Pelicanos and the phone was answered so unprofessionally. A male answered saying "dime" (Spanish for "tell me"). He then passed the phone to someone else who was rude as well. At this point I had had enough. I called the front desk to speak with a supervisor. I get transferred to a "supervisor" and tell them what has been happening and he goes on to ask if I wanted to speak with a supervisor. Hadn't I already asked for that? So disappointed. Would not go back.

The resort was absolutely beautiful! The staff was amazing and incredibly polite and helpful. Fredy Garcia was the best! This was the most perfect honeymoon experience! Thank you for everything!

Overall, myself and my boyfriend give this property a 3 out of 5. The staff was absolutely amazing! The property was clean and comfortable. However, the food is absolutely horrible. The restaurants are outside of the resort, which is okay but may be hard to find. Room service was by far the worst food I’ve had on a vacation... the buffet does not offer enough. Maybe 10-20 different dishes. The only food that saved the trip for us was poolside service and there’s a little hut by the pool. We ended up eating at restaurants downtown the entire trip besides the first night (when we realized the food was not to our standards). Also- the swim up bar is not at the main pool, it is in a small pool that I didn’t witness anybody swim in. There needs to be more poolside lounge chairs available, as the ones inside and surrounding the pool are only available if you purchase a cabana for $50 a day. The staff friendliness and the cleanliness definitely saved the rating and the trip for us. Overall, we had a good time regardless but for sure the food could use some work!!!

All of the staff was absolutely wonderful. It was so clean and I felt really safe there. It was the best experience of any where I have ever stayed! Just a beautiful place all around and will absolutely go back next year! Can't say enough good things about this resort!

The staff were so friendly, the place was clean. Food at Chef's Plate was so good, highly recommend

Beautiful clean and fun! Everyone was so friendly and attentive our favorite Server was Mario !!!

Everyone there worked hard to make sure your stay was a great! The coffee shop is also great!

Av. Constituyentes No. 2 Playa del Carmen QROO

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free valet parking
  • Onsite dining
  • Spa

Located in Downtown Playa del Carmen, Hilton Playa del Carmen, an All-Inclusive Adult Resort is next to Quinta Avenida and Quinta Alegría Shopping Mall. This 513-room, 4.5-star property has 3 outdoor pools along with private in-room spa tubs and a full-service spa.


Dining

Relish the fusion cuisine at Pelicanos, one of 8 onsite restaurants. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/café.


Rooms

The 513 accommodations feature balconies and afford space to spread out with sitting areas. Guests can expect free WiFi and 42-inch LED TVs with satellite channels. Bathrooms offer hair dryers and free toiletries, and pillowtop beds with premium bedding and pillow menus ensure a restful night. Other standard amenities include private spa tubs, free minibar items, and coffee makers.


Property features

Guests of Hilton Playa del Carmen, an All-Inclusive Adult Resort have access to a full-service spa, 3 outdoor pools, and a gym. If you decide to drive, there's free valet parking. Multilingual staff at the front desk are standing by 24/7 to help with luggage storage, concierge services, and dry cleaning/laundry. Other amenities at this adults-only property include 2 spa tubs, a sauna, and an outdoor tennis court.

Room options

Junior Suite Ocean View - 1 King Bed

1 King Bed | Sleeps 2

Junior Suite Swim-Up - 2 Double Beds

2 Double Beds | Sleeps 4

Junior Suite Swim-Up - 1 King Bed

1 King Bed | Sleeps 2

Junior Suite Pool View - 2 Double Beds

2 Double Beds | Sleeps 4

Guest reviews for Hilton Playa del Carmen, an All-Inclusive Adult Resort

Everyone (46) Couples (28) Family (14)
5
Family

Everything excellent

By on Oct 4, 2021

Review comment responded on Oct 4, 2021

Dear Luis, Thank you for sharing a review about your recent stay at Hilton Playa del Carmen. We are glad to know that you enjoyed your time with us. We sincerely look forward to welcoming you back on a future occasion and providing you with the exceptional quality and service that characterizes our brand and resort.

5
Partner Couples

Really enjoyed the size of the resort and variety/quality of the restaurants. We enjoyed the spa package we purchased and would highly recommend. One downfall was the amount of the times the spa and photography staff came around trying to sell us things. It disrupted a lot of our quality and down time. Our room also had a musty smell to it. Not sure if it was from the ocean air but we had to wash all our clothes when we got home, even ones we didn’t wear.

By on Sep 19, 2021

Review comment responded on Sep 20, 2021

Dear Louiza, Thank you for taking the time to complete our survey. Your feedback is essential in our effort to improve our service standards. We want to apologize for not being able to completely satisfy you and want to mention that this is not what we would like to portray as our services. The Resort will take into consideration the opportunities mentioned. Thank you for choosing Hilton Playa del Carmen!

5
Partner Couples

By on Aug 30, 2021

Review comment responded on Aug 30, 2021

On behalf of the staff and Management of our resort, we would like to thank you for taking the time to post a review of your experience with us. It was a pleasure being your host during your recent getaway to Playa del Carmen. We sincerely look forward to welcoming you back on a future occasion and providing you with the exceptional quality and service that characterizes our brand and resort.

5
Partner Couples

everything was great. The hotel is amazing a lot going on and we loved it. WE liked the service too, Gerardo Ramos was very helpful, he made sure we were good or if we needed anything. We will definitely go back soon.

By on Jul 15, 2021

Review comment responded on Jul 15, 2021

Thank you for taking a moment to share your experience. Your feedback is essential in our effort to improve our service standards. We hope you will consider staying with us again. We remain at your service.

5
Everyone

The staff were amazing as well as the food!

By on Jul 4, 2021

Review comment responded on Jul 5, 2021

Dear guest, Thank you for taking the time to complete our survey. Your comments will be shared with our staff. We are very glad to know you were pleased with the hotel overall. We look forward to hosting your stay once again. Your feedback is greatly appreciated. Thank you for choosing Hilton Playa del Carmen!

4
Partner Couples

We loved the Asiana restaurant and Victor Herera was Great. Also the coffee shop as exceptional. Edith & Paco were fabulous The music at the pool was obnoxious. And the speakers were way too loud.

By on Jun 13, 2021

Review comment responded on Jun 14, 2021

Thank you for taking a moment to share your experience. Your feedback is essential in our effort to improve our service standards. We hope you will consider staying with us again. We remain at your service.

2
Partner Couples

So disappointing! I went to this property when it was the Royal and it was amazing but now that its The Hilton, everything has changed. They have maybe 20 chairs that are free of charge around the pool and if you dont snag them by 6am, they are gone. All of the other chairs, the resort charges $75 per day to sit in. If you try and sit in them without paying, they will kick you out and youll have nowhere to sit. Same by the ocean! The bars are only open from 11am to 10pm even though they advertise 24 hours per day, and not all restaurants are free of charge. You have to have your phone to see the menu, (you have to scan a QR code) and not everything on the menu is free. They upcharge for everything! I will never stay at this resort again!

By on May 21, 2021

Review comment responded on May 21, 2021

Dear Guest, Thank you for taking a moment to share your experience. Your feedback is essential in our effort to improve our service standards. We apologize we were not able to provide you with the quality of services you deserve, we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all our guests have a rewarding stay. Our Executive Team is reviewing your comments to ensure they are used to improve our guest's experience. Thank you again for your feedback and we hope you will consider staying with us again.

4
Family Friends

The resort was beautiful and the staff were all friendly and helpful

By on May 18, 2021

Review comment responded on May 18, 2021

Dear Guest, Thank you for taking the time to complete our survey. Your comments will be shared with our staff. We are very glad to know you were pleased with the hotel overall. We look forward to hosting your stay once again. Your feedback is greatly appreciated. Thank you for choosing Hilton Playa del Carmen!

5
Partner Couples

My wife and I stayed at this property during our first visit to the area and could not be happier. Firstly, the location is AMAZING. you are within walking distance of absolutely everything, but it is not noisy and still feels secluded. The staff was excellent and the accommodations were clean and comfortable. We stayed in an oceanfront suite and it was spacious and had an amazing view. The food at the various restaurants was very good, but a little bland for our tastes. I know they do that so as to please the largest number of people possible, but it would be nice for them to take a few more freedoms with the taste palate. The sargassum was an issue during our visit and limited when we could swim in the ocean. I will say, this resort occupies a relatively small stretch of beach and half of it is rocky once you get in the water. A short stroll north and you have access to miles of great (though busy) beach. Overall, it was a great experience and we would definitely go back.

By on May 3, 2021

Review comment responded on May 3, 2021

Thank you for taking the time to complete our survey. Your comments will be shared with our staff. We are very glad to know you were pleased with the hotel overall. We look forward to hosting your stay once again.

2
Family

ROOM WAS EXCELLANT

By on May 1, 2021

Review comment responded on May 2, 2021

Dear Guest, Thank you for taking the time to complete our survey. Your comments will be shared with our staff. We look forward to hosting your stay once again Your feedback is greatly appreciated. Thank you for choosing Hilton Playa del Carmen!

Hilton Playa del Carmen, an All-Inclusive Adult Resort

Av. Constituyentes No. 2, Playa del Carmen, QROO 77780
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