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Reviewed 17 June 2021

The grounds are beautiful and the help are the best the climate changes over the weekend from calm to a party with bottle service at the pool and of course extra . Some of the restaurants are good. But only 2 or 3 open per day for dinner only one for lunch the buffet was not open . Its supposed to be all inclusive but do not let that fool you. The nickel and dining starts at check in, pay for a better room, pay now for a discount spa or the worst they do not have any umbrellas for shading you have have to rent a bed by the pool They only have beach towels available after 9.00 am . Have to beg for bath towels every day they only left one in the bathroom . Brought beach ones to the room. Have been going to adult all inclusive s for 20 years this was the worst. Night life was almost no existent only a guitar player or a singer in the lobby area . Maybe due to covid not sure. On Tenors Night extra charge for Wine Pairing , Hippy night BBQ but if you want seafood extra charge. Nickel and Dime never had this before at any resort except lobster at all of the others which we understand and last they charge for certain steaks.

Date of stay: April 2021
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2  Thank J6703TCsteveb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear Steve B,

Thank you for choosing our resort, and for taking the time to share your impressions. We are sorry to hear you were unhappy with our service. We sincerely apologize for any inconvenience you might have experienced. Our goal is to exceed every single guest's expectations, and we'll gladly take your feedback into consideration.

I hope you will allow us the opportunity to welcome you back and make it right. Please feel free to contact me directly to look deeper into your case and learn how we can serve you better in the future: alfredo.garcia@playaresorts.com

Thank you again for your time and preference.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 June 2021 via mobile

This place is EXCEPTIONAL. The staff. The food. The drinks. Everything was just incredible. We just visited for our 10 year anniversary.

As Gold Hilton Honors members we were given a small upgrade to a garden view room in the central garden. It wasn't a huge upgrade but we still appreciated it! We were given a complementary bottle of wine for our anniversary.

Here were our favorite things about the trip:

- Our favorite place on property was the mixology bar in the lobby area. We don't usually have more than one or two drinks a day and these drinks were AMAZING so we mostly got drinks here. I would usually go and request a mixed drink with wine or something sweet and they would come up with something amazing and flavorful. Don't miss it!

- The restaurants were all good but I enjoyed Katamala and Chefs Plate the most. Chefs Plate was normally an additional $89 but hilton honors members are given $50 off vouchers. So it ended up only costing $39. Definitely worth it! Best food on my trip.

- THOSE BATHTUBS!!! As a bath lover this hotel is paradise.

- Rooms are immaculate and so comfortable. Beds are also super comfy.

- It's been a few weeks now so I don't remember all their names, but the staff was just so good. All of them. So friendly and always smiling.

- The quiet pool by katamala was great for those of us that aren't into loud music and lots of people by the pool. It was perfect for us and we spent all of our pool time there. At the regular pool you have to go get your own drinks but at this one the bar staff wait on you. It's great! I would spend hours there reading a book in the chairs that sat directly in the water.

- It's a super great location. In the center of playa. Cabs are easy to catch. We went to Kantun chi ecopark cenotes (a highlight for us- we highly recommend it) and xplor. Cab prices are set and fair from the hotel.

The only thing we didn't love was 5th Avenue and that note actually at the hotel. While we didn't feel unsafe we were constantly offered weed (at least 5 times everybtime we went out) and it made us uncomfortable. So we tried to stick to the hotel.

Best all inclusive I've ever been to. Just go!

Date of stay: June 2021
Trip type: Travelled as a couple
1  Thank O2043OEmelissas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Promocionar at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear Melissa S,

There aren’t enough words to thank you for taking the time to share this thorough review. We sincerely appreciate your loyalty and preference, and it’s very rewarding to hear you took advantage of your Hilton Honors benefits.
Thank you very much for highlighting our facilities and amenities, and for giving insider tips to the community. Your praises to our team is the greatest reward as hoteliers.

Thank you again for choosing us to celebrate such an important occasion as your 10th year anniversary. We sincerely hope to welcome you back many more times, as a result of this experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 June 2021 via mobile

Delicious Prix fixe meal with excellent service by Omar, Jesus and Marco. Lamb was delicious as was the tuna salad. Loved the sorbet as a palate cleanser. Dessert was outstanding. Would definitely recommend this restaurant.

Date of stay: June 2021
Trip type: Travelled as a couple
1  Thank elleg636
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear Elle,

Thank you very much for taking the time to share your experience at our Chef's Plate restaurant. It's truly rewarding to hear that you had a memorable experience, and we are honored that Omar, Jesus, and Marco contributed to a lovely evening. Rest assured that we will share your words with them. We highly appreciate your recommendations and hope to welcome you back to delight your senses.

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Reviewed 17 June 2021 via mobile

Great food and even better service! Omar, Jesus, and Marco goes the extra mile to make sure you have a very enjoyable evening! The Tuna salad starter is out of this world! Excellent wine selections to compliment a great dinner. Not to be missed!

Date of stay: June 2021
Trip type: Travelled as a couple
1  Thank 562cpta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfredo Garcia, Marketing at Hilton Playa del Carmen, responded to this reviewResponded 18 June 2021

Dear 562cpta,

Thank you for your visit to our resort, and for your time to share this review about our culinary offer. We are honored to hear you had a rewarding experience, and are thrilled that our team members contributed to it. Your praises are greatly appreciated, and we cannot wait to pamper you again.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 June 2021 via mobile

Came with my sister and some friends to the Hilton in Playa del Carmen and have had such an amazing time. Good food and drinks, beautiful resort, and AMAZING staff! Everyone has been so accommodating and kind. Alejandro (special shoutout!), Victor, Polux, and Fernando were the amazing fitness and entertainment team. Marcos, one of the photographers, was also so kind. Loved getting to meet the staff and spend time here. Lots of fun shopping and restaurants nearby, too. Would love to come back!

Date of stay: June 2021
Trip type: Travelled with friends
1  Thank maddiepeck8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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