Explore top 2026 4 Star Hotels in Playa del Carmen

"Was so excited for this stay and honestly the staff had zero customer service and most were straight up rude. I don’t know if it was because we were Americans or what but that is the sole reason we won’t be coming back. The property itself is absolutely beautiful but extremely huge with no tram or anything similar to get from one side to the other. So it’s hard for elders and small children to walk all day everyday and do the walking at the parks too. Was not prepared for that. We picked an upgraded room when booking and when we got there to check in they advised us that room wasn’t available and they would have to put us in a downgraded room with no refund for the difference. I thought it was extremely distasteful and unacceptable way to handle it. They didn’t apologize or anything just told us it is what it is…. Also you can only book dinner reservations at the concierge desk which they have 15 staff members standing there at all times more than half of them standing around chatting with each other not working and don’t answer the phones when you call from your room to avoid a long walk to the front lobby. When you ask for an kind of directions to get somewhere they act as though you should know and will point in a general direction. Honestly for what we spent I would expect more customer service. "

"Great scuba diving right from the beach. So many animals to see on the property. Very nicely renovated. Kind and helpful staff. Alfredo at tennis is great! "

"Overall, it was a nice resort. Food was good, but not great. There was usually a good variety at the buffet, but that was hit and miss depending on the time. The ladies in the coffee shop were friendly, so we visited everyday. We didn't get to experience the beach as there were mounds of seaweed everyday. A few staff were pleasant but it seemed like others couldn't be bothered, not even a smile."

"Our stay was comfortable and the people were great."

"This resort has systemic safety issues that management refuses to address. My daughter suffered a laceration from a broken, underwater tile in the pool, which medically restricted her from using the pool or ocean for the rest of our stay. When I brought this to the attention of the executive management, they were incredibly nonchalant and dismissive. They characterized a documented safety injury as "superficial" and took zero accountability for the state of their facility. On a short walk to the quiet pool, I found and photographed numerous other jagged, broken, and missing tiles in the guest walkways. These are essentially razor blades in high-traffic areas. The lack of professional concern for guest safety is alarming. Avoid this property until they complete basic repairs and train their management on proper guest relations."

"Loved everything about this hotel !!"