Playacar Palace

Playacar, Mexico

Virgin rating

Superior Deluxe Partial Ocean View
Superior Honeymoon Suite
Walk Out Suite
Walk Out Suite
Swim-up bar
Café del Mar
Bocelli
Cielo Bar
Cielo Bar and Terrace
Luna Lounge
Luna Lounge
Aqua Bar
Awe Spa
Awe Spa
Superior Deluxe Partial Ocean View
Superior Honeymoon Suite
Walk Out Suite
Walk Out Suite
Swim-up bar
Café del Mar
Bocelli
Cielo Bar
Cielo Bar and Terrace
Luna Lounge
Luna Lounge
Aqua Bar
Awe Spa
Awe Spa

The hotel

This contemporary hotel overlooks the turquoise waters of the Mexican Caribbean Sea and is steps away from a wide choice of shops, bars and nightlife. Beautifully appointed rooms come complete with a double whirlpool tub and private balcony with breathtaking views. Stunning views of the Caribbean Sea and Cozumel Island can also be enjoyed from the various exquisite bars and lounges dotted around the complex. For sheer indulgence, head to the hotel's state-of-the-art spa facility for a relaxing treatment. Perfect for couples, families can also take advantage of everything on offer, whilst the kids enjoy playing with new-found friends at the supervised playroom.

Amenities

  • Kids Club
  • Honeymoon
  • Bar
  • Evening Entertainment
  • Fitness Centre/Gym
  • Internet Access
  • Laundry Service
  • Restaurant
  • Room Service
  • Safety Deposit Box
  • Spa
  • Swimming Pool

Where is it

In the exclusive Playacar Hotel Zone, overlooking the beach and steps from the shops, bars, restaurants and lively nightlife of Playa del Carmen. Transfer time from Cancun Airport: 1 hour.

Hotel information

200 rooms in 1 building with lifts. All rooms with individually controlled air-conditioning, smart TV with Google Chromecast, WiFi access, telephone, clock radio, coffee maker, mini-bar, liquor dispenser (with premium, upgraded brands of spirits), safe, iron and board, in-room double whirlpool tub, bathrobes and slippers, turn-down service, hairdryer and hair straighteners.  

Superior Deluxe Rooms Partial Ocean View Rooms offer partial views of the ocean, some with a balcony with 2 chairs and a table, sleeping maximum 4 adults or 2 adults and 2 children.

All Inclusive of: all meals, snacks and drinks, including premium brands and in room mini-bar stocked with water, soft drinks and beer and spirit cabinet. 24-hour room service. All activities and entertainment detailed above unless otherwise stated.
Superior Deluxe Ocean View Rooms offer stunning ocean views, with balcony or terrace, sleeping maximum 4 adults or 2 adults and 2 children. 

Superior Honeymoon Suites with ocean view, pillow and aromatherapy menu, Smart TV with Google Chromecast, exclusive concierge (phone service), private check-in/out, nightly petit fours and turn-down service, upgraded liquor brands in room dispenser, L'Occitane bath amenities, private beach lounge chair area with waiter service, beach bag (1 per room per stay), 24-hour room service; sleeping maximum 2 adults. 

Walk-Out Oceanfront Suites offer access to the beach with 1 king-size bed or 2 double beds, sleeping maximum 4 adults or 2 adults and 2 children.Governor Suites have ocean views, private balcony with two chairs and a table, plus a living room. Ideal for couples, the suite has 1 king-size bed, sleeping maximum 2 adults and 2 children. 

Café del Mar (breakfast, lunch and dinner, International/Mexican), Bocelli (dinner only, Italian à la carte), Momo (dinner only, Asian with Sushi bar and Teppanyaki), Lahna (dinner only, Yucatan style multiple course set menu). Cielo Bar, Aqua Bar and Wet Bar (swim-up pool bar), Luna Lounge (open 6:00pm-11:00pm).

Regular programme of daily and evening entertainment.

Swimming pool with swim-up bar, children's pool. Spa*. Fitness centre. Beach volleyball. Giant chess. Table games including pool tables. Playroom (4-12 years). Bicycle tours available. Paddle boards and snorkelling equipment upon request.

24-hour room service. Concierge services. Bell staff service. Gift shop*. Beauty salon*, spa boutique*. Doctor on call 24-hours*. Palace Car Rental*. Dry-cleaning/laundry service*. Cash machine. Complimentary WiFi access. Ice machines. Computers are available for Internet use. Cots, rollaway beds and wheelchairs available upon request. Guests may use the facilities at other Palace resorts, except for Le Blanc Spa Resort and Moon Palace The Grand Cancun.

Good general access for guests who are able to walk short distances and can manage up to six steps. For more information and contact details please check out our Special Assistance page

* Denotes local charge.

Dress code: long trousers, collared shirts and shoes are required at the speciality restaurants.

Please note: child ages are up to 17 years. 

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (1944)
  • Very good (204)
  • Average (64)
  • Poor (32)
  • Terrible (23)
Image of the Tripadvisor rating The worst experience

Dec 1, 2023 Crystal M

I am writing this I am currently staying here at the resort and have had a pretty bad experience. My family and I have been coming here for years and have absolutely loved this resort. Until this years, things must have changed. My first warning is DO NOT DRINK ANY WATER THEY SERVE. If you think it has water in it do not drink it. They do not… Read more
I am writing this I am currently staying here at the resort and have had a pretty bad experience. My family and I have been coming here for years and have absolutely loved this resort. Until this years, things must have changed. My first warning is DO NOT DRINK ANY WATER THEY SERVE. If you think it has water in it do not drink it. They do not serve you bottled water. We got so sick. 8 out of 11 of us had severe stomach cramping, diarrhea for multiple days, vomiting for hours on end, and a headache. We were so sick we couldn’t make our excursion. We went downstairs to attempt to cancel our excursion because we had the following systems. Gustavo (the person in charge) advised us to just go to the excursion. We advised our systems and told us we could not get a refund unless we saw a doctor. We agreed to see a doctor but then he advised we would have to pay out of pocket $100 per person. Our excursion cost around $300. As we were speaking with Gustavo, another couple walked up and stated they were having the same systems. We were extremely frustrated with how unhelpful and uncourteous the staff was. We could not make our excursion due to the water THEY gave us and we couldn’t even receive a refund or for them to pay for a doctor? We have not left the resort once and all 8 of us that drank the water got sick. The other 3 have not drank any water that THEY provided to us. The cleaning ladies also advised multiple people woke up vomiting this morning. This was not the only bad experience. We had an appointment at 10 am for family photos and the photographer never showed up. Their response was “I don’t know what happened.” Overall, I’m extremely displeased and do not see myself coming back to the resort again. This place is filled with incompetence, inadequate, useless, and ineptitude service. Read less
Image of the Tripadvisor rating Boutique resort

Nov 28, 2023 612viktoriyaf Jamaica

We visited this boutique resort over Thanksgiving week. In comparison, we have stayed at Hyatt Ziva, Dreams, Excellence, Finest, Garza Blanca, and many other resorts. This small (in comparison to the others) resort is about one hour from the airport, in the city. You can walk out to visit Old Navy, Zara, and pharmacies and tourist stores. You can… Read more
We visited this boutique resort over Thanksgiving week. In comparison, we have stayed at Hyatt Ziva, Dreams, Excellence, Finest, Garza Blanca, and many other resorts. This small (in comparison to the others) resort is about one hour from the airport, in the city. You can walk out to visit Old Navy, Zara, and pharmacies and tourist stores. You can take the ferry to Cozumel, but this also means that there are many people (locals and tourists) passing by the resort at all times. There are 4 restaurants (Asian, Italian, Mediterranean, and buffet, in addition to the snack shack for lunch). The Italian is our favorite, but the Mediterranean, while beautiful, was too exotic. Pros: The resort is small, so you can see your kids at all times. Guests get to know one another, and kids congregate to play together. The entertainment staff were truly great, and they made sure to inform everyone of the activities, but they were appropriate, not annoying. We enjoyed most of the activities and contests. The kids club was entertaining, and our kids loved the activities. They were ready to stay in the kids club half the day. The billiards tables were used each evening. Wonderful shows that we have not seen anywhere else (circus, sand art, lights, singers) were entertaining. Staff were great and helpful. Cons: The beach is public and very small. The pool needs to be cleaned and vacuumed. The pool and jacuzzi need the tiles to be restored. Someone got hurt on the broken tiles several times per day, with the lifeguard administering first aid to stop the bleeding of many guests every day. Only 3 restaurants, so within a week you can get jaded. If you don't have a concierge, you have trouble finding a pool chair, even at 8am, since the concierge reserves all the oil chairs, other than the ones by the bathroom and smoking. They have an app to make reservations for the restaurants, but according to the app, the restaurants were always sold out. The hostess in the buffet helped me to make reservations. The room was cleaned each day, but the toiletries were not replaced. Read less
Image of the Tripadvisor rating Amazing service & food! Pool concierge & small beds...

Nov 28, 2023 AngelaL984 Amarillo, Texas

So many great things about our vacation, #1 was the service. We have been to Cancun/Playa del Carmen area many many times and this resort was the best service at the pool, bar and restaurants we have ever received! I've been to so many resorts where the pool service is slow and not here. They were very prompt and perfect! The food was also… Read more
So many great things about our vacation, #1 was the service. We have been to Cancun/Playa del Carmen area many many times and this resort was the best service at the pool, bar and restaurants we have ever received! I've been to so many resorts where the pool service is slow and not here. They were very prompt and perfect! The food was also AMAZING! We have stayed Xcaret, Riu, Fiesta Rewards family hotels, Beaches, Dreams, luxury, you name it and this was THE BEST food for all of us. Everything had flavor, nothing was bland, kids enjoyed everything they ate and not just chicken and burgers. Our favorite restaurant by for was the Italian, Trattoria. We ate there twice and do not pass up the gnocci! AMAZING! The location here is awesome! It is right next to the Paseo del Carmen shopping mall and 5th Ave. We felt very safe and loved getting out of the resort a few times and do something different. The only reason I didn't give it 5 stars were a few things. The beds are very small, they are only full, not queen beds. With our 2 kids, ages 11 and 15, this size bed was pretty tight for us. We are very close to the point of having to get two rooms, but we expected two queen beds also. The beach is small, but we knew this going in. The water and sand is great though and kids were able to easily swim in it every day. Tide was not strong here. Other strange thing, locals can just lay out right in front of the wall to the hotel too, so it's not really private, but very open to anyone to use. There are not chairs on the beach, you have to ask pool concierge to put them out there The room and bathroom was also little small and it seemed that the resort is lacking some TLC. It seems dated and in need of many repairs throughout. The glass was dirty in many places and lots of hard water stains. We had no balcony in our room, but ocean view so that was cool. The spa was VERY expensive and we went off resort for those services. My 11 year old wanted a manicure/gel paint and it was $66. I went to the mall next door and got it for $18. Which is fine because the hotel location was so close to so many spas, shopping. The location here is great for that. Lastly, there was one day where the pool was incredibly crowded by 10:00 am and there was not one pool chair available. There were so many chairs reserved with someone's flip flop for instance and nobody around. We did a few laps, went to the beach for about 45 min. to come back and nothing changed. I talked to Angela in pool concierge and told her there are so many reserved and she acted like I was not telling her the truth. She said, "where?" Right here, there, here, there, there. I specifically showed her all the chairs and she said that I needed to wait 3 hours for them to come back!! Um...no. I told her that I would move their stuff. I asked her if they could bring more chairs and she looked at me like she didn't understand. I then had to go inside to the front desk to complain and she advised that nobody is to reserve pool chairs, except Diamond members. They got public relations on the problem and I went back out to see about 3 other families like myself annoyed that there were not enough chairs and pool concierge finally doing something about it, moving people's stuff and getting more chairs out. They then put out signs the next 3 days saying that you cannot reserve chairs and anything unattended would be moved. I am glad the situation was corrected and fixed, but it took me getting frustrated, an employee being rude and having to go to the front desk and complain. I would think that the pool concierge would be prepared and see the problem before a customer does and definitely know the policy. Otherwise, awesome vacation, we would definitely go back and even purchased another vacation as we left! Thank you Playacar Palace! Read less
Image of the Tripadvisor rating Kids play room

Nov 28, 2023 Brian T Sacramento, California

The kids play room was great the kids had fun it was small but the staff was great and knew the girls by name the girls were always wanting to go to the play room because of the activities there cudos to the staff
Image of the Tripadvisor rating Not safe and no respect for paying guests.

Nov 27, 2023 I43BPtaras Michigan

DO NOT GO HERE IF YOU WANT PRIVACY AND SAFETY. We decided to splurge on this place after having our first baby and needing a night away from home. At 8:15am I was in the bath naked with my wife and after a quick knock and me yelling don’t come in. Someone just walked in our room and saw us naked!!! We felt so violated we packed up and left. Why… Read more
DO NOT GO HERE IF YOU WANT PRIVACY AND SAFETY. We decided to splurge on this place after having our first baby and needing a night away from home. At 8:15am I was in the bath naked with my wife and after a quick knock and me yelling don’t come in. Someone just walked in our room and saw us naked!!! We felt so violated we packed up and left. Why would someone walk in at 8am when we checkout between 10/11 am?? Seems unnecessary. Expedia tried to get us a partial refund for three days and management refused to answer about this. They only told me they would report it. WHAT A JOKE!!! Read less