The ocean was barely visible. The pool was too small to swim lenghts

The staff was friendly, great location

People at the check in were not very well trained. They are not up to date with guest using their credit card, not willing to call to verbally verify when their machine does not approve the card. This is a common practice in any respectable hotel. Not very friendly. The sheets were never changed during 8 days. Location great but lousy service. Be aware.

Service was the worse in restaurant and front desk. My first day arriving. My welcome was my room number no instructions on where the restaurant and pool was no wi fi password was given.

They had construction going on during our stay. The floors in lobby were being replaced, which is disappointing because the old floors looked and suited the aesthetic better. So the constant noise and tape and dust was a bit overwhelming. We couldn’t even enjoy the restaurant next door due to the constant noise through the day. The staff were very friendly and helpful. The food and drinks at the rooftop were surprisingly delicious. The passion fruit margaritas and salmon were *chefs kiss*. However, the pool was super cold, didn’t even get in almost wish it was heated but the weather wasn’t too hot.

Very clean. Very friendly and a really nice place in general. Enjoyed my stay & would recommend

The room was cool but definitely had some issues. For example the paint was peeling, the sofa broke, the shower knob was weak and pulled out of the wall. One of the elevators was broken, but we were on the 2nd floor so we walked the majority of the time. JP (Juan Pablo) was great as was the blond at the beach bar, but Armando at the beach bar was HORRIBLE. The rooftop bar and pool were also very cool, but the pool was freezing cold and the drinks were ridiculously expensive. And in the future I most definitely won’t pay the extra money I spent to stay here since the beach bar was open as was the rooftop pool and bar. Anyone can go! The music was super loud since they put us in a room next to the MUZA, and btw, that MUZA balcony was disgusting and sadly we had to look at it when we sat outside and played cards. They also decided to redo the reception area floors when we were there so that was another minus. The Lucia a hotel uses the same reception desk and it less money AND has a better beach bar and beach chairs. All of the Carmen hotel beach chairs were broken.

The hotel front desk staff were incredibly rude. The room smelled of mold and had cockroaches, the bedside lamps had broken light bulbs, and the towels were very old and stained. The hotel is located right next to a bar that plays very loud music until 4 am, so it's very noisy and impossible to sleep. Repair work is being carried out on the floor in the lobby. I do not recommend this hotel.

The staff was absolutely amazing? However the room itself could use some updates and better cleaning. The balcony had a Jacuzzi however, the Jacuzzi did not have hot water. The balcony could’ve actually had better cleaning as well.

Start with the good. Hotel is right on the beach. There is a good beach club attached and food. Amazing views from the top floor bar area. Room designs are fun and balcony is nice. Front desk staff was quick to address any issues. Meena was wonderful. Unfortunately, the hotel is located next to open air night clubs that play extremely loud music until 4 am every night which is a big issue all along 5th Ave. Your room just thumps all night so don't plan on sleeping or bring ear plugs and headphones. We tried moving rooms but there was no availability and they said it wouldn't make much difference anyway. Toilet poorly flushes and sometimes not at all. You also are not allowed to flush any toilet paper. yuck! The hotel, in it's prime was probably top notch and a big effort was put into the design, but it's a bit tired and needs some TLC. Cleaning staff did a nice job with cleanliness in our room. We tried toughing it out but after 4 nights we had to check out early due to the noise and their supposed to refund us the remaining nights, so we'll see if that happens. If you don't mind not being able to sleep and the few other items I mentioned it's a good value. It really is too bad for hotel owners and guests that nothing can apparently be done with all these nightclubs near 5th ave. playing crazy loud music and no one is even in them most the time!

Nice chill place.

I loved the modern vibe and the great pool. The location is excellent, and overall it’s a fantastic stay. The only small improvement I’d suggest is updating the beach club lounge chairs, as they’re a bit worn, and possibly adding a parking partnership with a nearby parking lot.

Although staff members in general were nice there was one receptionist by the name Mina who not only wasn't nice to us but we felt being treated by her differently. We were the only one being told that the check out would be 11 oclock despite our clear written time of 12 pm. Whenn we indicated that she was very nasty about it. Also when stating the rules, she was very intimidating. We didn't see this treatment with other customers while waiting. We really believe thisvwas a result of us being minarity group. The other receptionist was very nice and even told Mina in spanish that check out was 12. Other staff members were nice.

Room was clean, missing a bathroom mirror. Music from the restaurant was extremely loud until late at night keeping us awake. Beach loungers were old and falling apart.

The room has no mirrors except a 5 inches round mirror on a pivot, bathroom is very tiny so if you’re a plus size don’t go there, like a lot of hotels in that area lots of wear and tear. Staff needs to be replaced as they are not friendly at all, will not go there again.

The staff was not friendly, the room showed a lot of wear and tear. Restaurant/ bar was closed during stay

The room is very nice, and the staff is terrific. The cleaning services every day are very good and the views from the hotel are great and the location is great. It’s right next to Muza a very nice restaurant. There is also a restaurant in the hotel when tourism is at its peak.

No hot water in shower. Coffee machine did not work. Room was very cold. Light switches difficult to operate. Hotel is not on beach. No chairs in room.

Overall, nice beach access hotel right on the Main Street in playa del Carmen. Walkable distance to shops, restaurants and beach.

I left a gold wedding ring in the room by accident, when i checked out. I phoned.. thirty minutes after check out but the number was not in service..no numbers were in service. My emails bounced back as not able to deliver. ..I had a plane to catch so I had to leave it. Two phone numbers that didn’t work and two emails that were not able to deliver. That.. is poor service so someone has my wedding band!