Excellently situated in the heart of the world-famous holiday resort of Playa del Carmen, the luxurious Playacar Palace enjoys a perfect beach setting with fine white sand and crystal-clear waters. The fantastic hotel offers a wide range of unlimited first-class amenities and services. The renowned 5th avenue with its numerous shops, restaurants, bars and entertainment venues is just a few steps away.
SMOKE FREE PROPERTY
Prices in the calendar are based on the cheapest room(s) available and your search criteria
We were so happy to be able to return to the Playacar Palace resort in Playa del Carmen after two years of no vacation due to the pandemic and unique restrictions at home. Employees such as Elvira, Perla and Silvia have made this one of our favorite vacation destinations and it was great to see their smiling faces greeting us upon arrival at the resort and beach. We can't wait to return!
I can’t say enough good things about our trip. Silvia took such great care of us all week and we already miss her! Fernando and Israel were very attentive as well. Food and spa were incredible! Lizette, Perla and Nidia at the spa are wonderful and I will ask for them again!!
Our stay here featured an excellent view, beach, restaurants, room, and amenities, but one of the best parts was the helpful, friendly people. Every person, no matter in what capacity they served, greets you with a friendly smile and sparkle in their eyes. People that were especially memorable were cafe hostess Arnette, serving staff Porfirio, Israel, and Armando, and in the spa, Susana and Rosario...
And our extra special standout was Perla, who happened to be serving on the beach during our time here. She was attentive and anticipated our needs even before we knew we had them! She, along with all the others, will be part of our favorite memories from our time here. Thank you all!
We stayed at Playacar Palace from November 6-20. We are avid travelers and have stayed at 16 different all-inclusive resorts over the past ten years. Playacar Palace ranks below average among our experiences...
This was particularly surprising based on our experience at Sun Palace (a sister property) in May 2021, which was within our top 5 experiences. As other reviewers have shared, there is a notable difference between the level of service, attention, and acknowledgement of Diamond members versus any other guest. For those familiar with how the wrist bands work with Palace Resorts, we wore black “VIP” bands during our stay. There was no special check—in, no flowers, no concierge service, no champagne, and no special lounge as one may expect after staying at other Palace resorts wearing a black wristband. We did not have any real concern or disappointment about those observations, but where concern and disappointment came into play is with how Diamond members ruled the roost.
Management and concierge staff constantly roamed the property looking for the gifted few that wore the white Diamond member wristbands. During our two weeks stay, not once did management or concierge staff check with us to see if all was well. Nor did we observe non-Diamond members being attended to. However, Diamond members were constantly surrounded to ensure every possible need was taken care of. Some of the needs and desires of Diamond members often came at the expense of others, including us multiple times during our stay. For example, as with most smaller properties, pool lounge chairs are a hot commodity, and one must “reserve” theirs with towels and personal property by 7:00 AM each day or lose out for the day. Diamond members have their loungers reserved in advance by the pool concierge, regardless of whether they intend to spend time at the pool or not. Great perk, but where it gets to be too much for others is when guests like us are asked to move from the loungers we were physically occupying because a Diamond member “needed” them for their guests. This happened on our first full day at the resort. Or when a highly desired circular indention of the pool in a quiet area has 5 pairs of loungers (10 in all) located around it for a week, and the next week has one set of loungers (2 in all) that took up 50% of the space at the discretion of a Diamond member that sought more “privacy”. While the other loungers, including the ones we had been using were moved aside away from the pool all together.
Clearly our worst experience with being trumped by Diamond members during our stay was on our fourth evening while “trying” to dine at Momo’s. This would have been our second time dining there. We arrived at the same time as our fist evening, right around 8:00 and many tables were vacant. However, the hostess indicated that she needed a few minutes before she could have a table ready for us. She asked that we go to the Lobby Bar and she will come get us when the table is ready…no more than 10 minutes she indicated. No problem, up to the Lobby Bar we went. So, 10 minutes became 30, which then became 45, thus we returned to Momo’s on our own to see what was up. As soon as the hostess saw us, her expression said it all, she simply forgot about us. She grabbed two menus and started to escort us to a table. As we left the hostess foyer and entered the dining room the foyer door opened, so the hostess looked back. Naturally we expected her to say she would be right back to assist them, but instead, she noted the guest was a Diamond member, so she stopped in her tracks and returned to the hostess foyer. We were left standing at the entry to the dining area as she checked on their needs, which was to schedule dining times for the hibachi and steam pot tables for multiple nights during their stay. Haggling over dates and times continued for quite some time until we realized that it had been 15 minutes from when we returned to Momo’s from the Lobby Bar. As soon as we could get the attention of the hostess, we waived and exited without saying anything, and returned to the Lobby Bar. Sadly, the hostess never attempted to rectify what in our minds was belittling and bewildering experience. We were on our own to find an alternative. Is that a five-star experience? Honestly, from that point forward we could not help but pay close attention to the notable disparate treatment among the clientele present.
As for the property itself, it is in a great location, has a nice beach, and is well maintained. The beer selection is limited, as are top shelf liquor selections. The food was average to slightly above average. We ordered room service for breakfast every morning. Though the food was warm, our order was incorrect every time. Certain wait staff do deserve recognition. Silvia and Daniela were marvelous around the pool and beach areas, Roger was great at tending to your needs wherever he was assigned, and Bonito was great too. Antonio in Momo’s was a true gem as well.
The staff at this resort could not be any more personable. We’ve come back here multiple times a year and do so because we are treated so well. The restaurants fantastic...
Antonio at Momos makes our dinners so enjoyable and very employee at Cafe de Mar is incredible. Caesar, the beverage manage is top notch. Benito, Ez and Carmen are the most professional bar tenders.