4/10 Poor
CLAUDIA
Traveled with family
Feb 17, 2026
Disliked: Cleanliness, amenities
Arriving at the property we were excited to get cheked in after traveling all day to get to Playa del Carmen. Upon getting checked in the rep tried to upsell us on the bracelets for access to the beach only bar (not worth it). The property is dilapidated and run down. Two of the 4 rooms we booked in total were located in the north wing. The rooms on the north side smelled like sewer. We asked to be moved and were advised that there was no other availability. The rooms we requested wth King size beds, and we were all given two double-size beds. We complained about the rooms not being representative of the online pictures and were told that the pictures are used as promotional advertisements (which is misleading). Again, the property and rooms are old and dilapidated. Finally they agreed to move one of the sewer smelling rooms to the south wing, We were stuck with our rooms since they did not have availability. The food and drinks were ok, nothing to rave about. Truly disappointed in our choice of hotel and our stay. The pictures are not representaitve of the property in my opinion. I will say some of the staff members were nice and accomodating. The representative at the front desk could use some training.
CLAUDIA
Stayed 3 nights in Jan 2026
