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Recent guest reviews

The staff at Reef 28 was amazing, going out of their way to ensure that your stay is special. For an all-inclusive, the food was amazing with a true boutique feeling.

When I arrived at 11am at this hotel they literally made me wait until 3 before I got my room! Unacceptable! You order food it takes an hour each time to receive. The waiter Freddy was very rude and would walk right pass you when asking questions. They make you feel it’sa inconvenience to ask questions! We asked for fresh towel twice and no one showed up for hours. They promised us a free spa day if we listened to a presentation at one of their sister hotels which was TERRIBLY outdated and dirty. So we did the presentation and tried booking the spa for the lady to tell us oh I don’t have you listed for a massage at all when clearly she told us to come back the next day at 4pm. Yes this place looks very nice but the quality of service is pretty terrible. I wouldn’t recommend at all.

Facility itself was nice. Clean rooms, restaurants served good food. One waiter was strange, and asked inappropriate questions to guests. We had an issue with check in where they didn't find our name corresponding to our reservation even though confirmation numbers were given including an email sent to hotel staff. The next day when they followed up on the disappointing service at check in, they offered us a bottle of wine that never came. Additionally, our room location was unfortunately located right across the street from a number of different bars. Which is fine for the day, but at night, they blast music which is clearly audible in our room until well past midnight. Luckily we brought a white noise machine with us, but if it weren't for that, we would have suffered the entirety of our vacation. If it weren't for these hiccups it would be a fine hotel, but we were left disappointed with the stay.

Lovely experience. The staff was friendly, helpful and always on point. Clean facilities, spacious rooms and smiles everywhere. Monserrat and Fernando, part of the management team, were exceptional. I leave a very satisfied guest and looking forward to my next visit.

All was The guys of the roof were anazing specially mario! I want to go back soon!

Amazing and peaceful time at Reef 28. Would definitely come back again.

Best vacations Ever

Such an amazing property with a friendly staff! Very cute decor with a modern flare. The spa is also amazing, by the way!!!! The location is great too! Can’t say enough amazing things about this place!

Everything was great. Would definitely come back.

Food and Spa were great. Noise was out of control, it felt walls were made of paper. Out of 5 nights, I didn’t get to sleep or rest any of them. I got used to music being played so loud on the rooftop I had to raise volume of tv to hear or go to sleep. Every morning, close to 6 am, they moved all rooftop furnitures for about an hour to clean. I would not be able to go back to sleep for hours. I actually was looking forward to come home to get some sleep. :(

Could have allowed earlier checkin but made no effort.

Great location great amenities very friendly and great packages

1 Ave. Norte y Calle 28 Norte Playa del Carmen QROO

Hotel highlights

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

Located in Downtown Playa del Carmen, The Reef 28 - Adults Only - All Suites - Optional Gourmet All Inclusive is adjacent to Quinta Avenida and within a 5-minute walk of Playa del Carmen Main Beach. This 120-room, 4.5-star hotel has 3 restaurants along with conveniences like a full-service spa and an outdoor pool.


Dining

Enjoy dining at 28, one of 3 onsite restaurants.


Rooms

The 120 air-conditioned accommodations feature balconies or patios and afford space to spread out with sitting areas. Flat-screen TVs come with cable channels, and guests can stay connected with free WiFi. Bathrooms offer rainfall showers, hair dryers, and free toiletries. Other standard amenities include iPod docks, microwaves, and coffee makers.


Property features

Built in 2018, the brand new The Reef 28 - Adults Only - All Suites - Optional Gourmet All Inclusive features a full-service spa, an outdoor pool, and a gym. If you decide to drive, there's free valet parking. Multilingual staff at the 24-hour front desk can assist with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this adults-only hotel include a rooftop terrace, free WiFi in public areas, and a business center.

Room options

Deluxe Junior Suite

1 King Bed | 2 Queen Beds | Sleeps 3

Deluxe Master Suite

1 King Bed and 1 Double Sofa Bed | Sleeps 3

Guest reviews for The Reef 28 - Adults Only - All Suites - Optional Gourmet All Inclusive

Everyone (34) Couples (10) Family (2)
4
Everyone

The staff at Reef 28 was amazing, going out of their way to ensure that your stay is special. For an all-inclusive, the food was amazing with a true boutique feeling.

By on Jul 22, 2021

Review comment responded on Jul 23, 2021

Dear guest, Thank you for choosing The Reef 28 as your vacation destination and for sharing your review. We are glad to know you enjoyed the attention provided by our staff as well as the food. We hope to welcome you back in the future. Kind regards, Lizeth Arratia Hospitality Manager

2
Partner Couples

When I arrived at 11am at this hotel they literally made me wait until 3 before I got my room! Unacceptable! You order food it takes an hour each time to receive. The waiter Freddy was very rude and would walk right pass you when asking questions. They make you feel it’sa inconvenience to ask questions! We asked for fresh towel twice and no one showed up for hours. They promised us a free spa day if we listened to a presentation at one of their sister hotels which was TERRIBLY outdated and dirty. So we did the presentation and tried booking the spa for the lady to tell us oh I don’t have you listed for a massage at all when clearly she told us to come back the next day at 4pm. Yes this place looks very nice but the quality of service is pretty terrible. I wouldn’t recommend at all.

By on May 31, 2021

Review comment responded on Jun 1, 2021

Dear guest, Thank you for choosing the Reef 28 as your vacation destination and for sharing your review. We deeply regret to know that your stay was not up to your expectations and we offer you a heartfelt apology for the inconveniences you experienced during your stay. We can assure you that your observations will be shared with the corresponding departments in order to prevent the situations you highlight in your review will not be repeated with any other guest. We wish you might consider giving us another opportunity to host you in the near future to experience all the positive changes made based on our guests’ recommendations. Kind regards, Lizeth Arratia Hospitality Manager

5
Everyone

By on May 9, 2021

Review comment responded on May 20, 2021

Dear guest, Thank you for sharing your positive score about your experience at The Reef 28. We hope to welcome you back in the future. Kind regards, Lizeth Arratia Hospitality Manager

5
Partner Couples

By on Feb 17, 2021

Review comment responded on Feb 17, 2021

Dear guest. Thank you for choosing The Reef 28 to spend your vacations and for sharing your excellent score. We will be delighted to welcome you back in the future. Kind regards, Lizeth Arratia Hospitality Manager

3
Partner Couples

Facility itself was nice. Clean rooms, restaurants served good food. One waiter was strange, and asked inappropriate questions to guests. We had an issue with check in where they didn't find our name corresponding to our reservation even though confirmation numbers were given including an email sent to hotel staff. The next day when they followed up on the disappointing service at check in, they offered us a bottle of wine that never came. Additionally, our room location was unfortunately located right across the street from a number of different bars. Which is fine for the day, but at night, they blast music which is clearly audible in our room until well past midnight. Luckily we brought a white noise machine with us, but if it weren't for that, we would have suffered the entirety of our vacation. If it weren't for these hiccups it would be a fine hotel, but we were left disappointed with the stay.

By on Jan 3, 2021

Review comment responded on Jan 5, 2021

Dear guest, We would like to thank you for choosing The Reef 28 as your vacation destination and for the time you have invested in sharing your review. We regret to learn that in this occasion you left disappointed due to the details you mention in your review.We appreciate our guests’ feedback as it is really helpful to identify areas of opportunity. We hope this experience has not tarnished your impression of our chain and that we can welcome you back in the future. Kind regards, Lizeth Arratia Hospitality Manager

5
Friends

Lovely experience. The staff was friendly, helpful and always on point. Clean facilities, spacious rooms and smiles everywhere. Monserrat and Fernando, part of the management team, were exceptional. I leave a very satisfied guest and looking forward to my next visit.

By , from Clinton township, Michigan on Dec 3, 2020

Review comment responded on Dec 8, 2020

Dear guest, On behalf of the entire team of The Reef 28, I would like to thank you for sharing your review about your stay. It is great to read that you had a lovely time in our facilities and that you specially appreciated the attention provided by Fernando and Monserrat, they will be glad to read your nice words. We look forward to welcoming you back soon. Kind regards, Lizeth Arratia Hospitality Manager

1
Everyone

By on Nov 29, 2020

Review comment responded on Nov 30, 2020

Dear guest, Thank you for sharing your score about your recent experience in our hotel. It is regrettable to know that your expectations were not met and we hope to have the opportunity to change your impression on a future stay. Kind regards, Lizeth Arratia Hospitality Manager

4
Everyone

By on Oct 16, 2020

Review comment responded on Dec 8, 2020

Dear guest, Thank you for sharing your great rating about your stay at The Reef 28. It will be a pleasure to host you once again in the future. Kind regards, Lizeth Arratia Hospitality Manager

5
Friends

All was The guys of the roof were anazing specially mario! I want to go back soon!

By , from Los Cabos Mexico on Oct 15, 2020

Review comment responded on Dec 8, 2020

Dear guest, Thank you for sharing your review about your visit to The Reef 28. It is great knowing you specially enjoyed the attention at the roof. It will be a pleasure to welcome you back in the future. Kind regards, Lizeth Arratia Hospitality Manager

5
Everyone

Amazing and peaceful time at Reef 28. Would definitely come back again.

By , from New York on Sep 30, 2020

Review comment responded on Oct 2, 2020

Dear CH, We would like to take this opportunity to thank you for your kind review and for giving us the opportunity to welcoming you the past days. Your satisfaction is our reward; we really appreciate the time you took to provide us your positive feedback and would be happy to welcome you here again. Kind regards,

The Reef 28 - Adults Only - All Suites - Optional Gourmet All Inclusive

1 Ave. Norte y Calle 28 Norte, Playa del Carmen, QROO 77720
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