It would have been 5 stars across the board but we checked out after the first day because the Sargassum seaweed on the beach was so bad you could not use the beach and the smell was sickening. This is no fault of the hotel, but when we checked out after the first night, the management charged me for two extra nights for leaving early. This is just bad business. I had only made the reservation the day before we arrived so they did not loose any opportunity due to my cancelation, that coupled with the fact that the resort was nowhere near full, leads me to believe they just wanted to take advantage. The hotel is nice as is the staff, and we have stayed here before so I thought nothing of prepaying for the entire week. I won't make that mistake again. I highly recommend if you are going to stay here, do not prepay. I was in the restaurant and hospitality business my whole life, I learned early on never to penalize my customers for their dissatisfaction regardless of where the blame falls. i.e. I would not be writing this scathing review had the management been more concerned about my wife and I having a nice vacation rather than a few hundred dollars.

I loved the room the staff was great location was great only thing is the hot tub on the balcony did not have hot water which was disappointing oh and when it rains the water comes in the room

Everything was amazing. All the restaurants and shops were really close by. The ocean view was another level and the roof top super nice. Very safe and everything in the room was spacious

Muy bien todo, el personal muy atento, muy buena ubicación. muy recomendable.

This was my second stay at The Carmen Hotel in Playa del Carmen, and I absolutely loved it just as much as the first time. The location is perfect — steps from the ocean and walking distance to 5th Avenue, restaurants, shops, and nearby resorts. The staff here is truly amazing. Everyone at the front desk, housekeeping, rooftop bar, and coffee shop was so kind, welcoming, and helpful. Even though I don’t speak Spanish, communication was always easy and everyone went above and beyond to make our stay fun and comfortable. The rooftop bar has such a great atmosphere, delicious drinks, and an amazing staff. The breakfast included with our room was phenomenal, and honestly some of the best hotel food I’ve had. We stayed in the Owner’s Suite and highly recommend it. The suite was spacious, very clean, and had incredible wraparound balcony views. The beds were super comfortable, and having the mini fridge, coffee supplies, and plenty of closet space made everything so convenient. Overall, this hotel has everything — amazing people, excellent food, beautiful rooms, and the perfect location. I already can’t wait to come back again!

Wonderful, new, hotel on the beach, great staff. food and drink prices were a little high, and you can’t go in the water because of the seaweed but that’s the location. Everything is upgraded and new and clean, great room, wonderful balcony, and they even have a coffee machine in the rooms which a lot don’t.

Amazing stay

Nice beach front location.

We were there for 10 d’autre days The staff was really nice and friendly Cleaning was fine They don’t have facecloth so bring your own There is a very bad smell coming out of the shower drain so we had to put a wet towel on the drain and it helped There is 4 choices for breakfast and we asked for pastries a couple of times Being in the city you are close to many restaurants for other options Walmart is 10 minutes walk so you can have more options in your fridge (food drinks and alcohol) Being a small hotel makes it a nice and quiet place and not too crowded The room was beautiful The roof top has amazing view and very nice staff but it needs some tlc No long chairs at the pool or beach but you can rent spots nearby The beach is very rocky so you need water shoes The prices are high but you’re on vacation I would go back there!

Great location and staff was so nice and helpful! Is a Party location next to the beach. If you want a quiet room ask for a room away from the street. The restaurant was great with great food next to the beach. Rooms were clean and spacious just as shown in their pictures. Is a great hotel if you want to be next to the busy downtown area. Walking distance to the ADO bus and Walmart.

Clean room , Some staff dont speak English. Airport shuttle don't available. Ocean view is perfect .

Did not know cars were not allowed to the front door. The police will take your license plate. Be aware. No doorman with luggage assistance, be prepared to carry your own luggage. Room was outdated for an ocean front property in my opinion. Showerhead was inoperative and toilet was nearly inop as well. Next door was a nightclub with music blaring over television and continued till 2am. No sleep whatsoever. Breakfast is provided at extra cost and is extremely limited with 4 options. Cleaning staff cleaned our room and turned off air condition. Came back late at night with 80 degrees plus humidity after a long hot day at amusement park. Rented a parking space for 3 days 70 US dollars, had to walk 4 large suitcases 4 blocks uphill because no cars permitted as stated above. Local police booted car after parking in business lot not identifying payments will be required. Traveled for ease of access for the Xcaret parks but will stay in Cancun and bus in next time.

The price was fair for the location on 5th Avenue and right in front of the ocean. The hotel is clean and the bed was comfortable, but the property clearly needs renovation. The toilet area felt very small and somewhat claustrophobic. There is also noise at night from nearby restaurants and music from the surrounding area. I personally sleep deeply, so it didn’t bother me, but light sleepers might find it an issue. Overall, it’s a reasonable option for a short stay if you want an affordable beachfront place in a very central area.

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.