Terrasse Hotel Playa del Carmen

The location of the hotel was maybe okay, but absolutely nothing about the service, staff, or amenities could make up for how poorly we were treated An absolute nightmare from check-in to check-out. Extremely confrontational and hostile staff. Hostile Check-In & Incompetence: We arrived at the official check-in time for our double room, and the front desk immediately started aggressively arguing that we booked a king. After a toxic back-and-forth, they took our bags. An hour later, the clerk told me it was solved, but before I could finish my sentence, he snapped, "Nevermind, someone else booked it, our system is automated." It took hours of completely unnecessary stress just to get the room we actually paid for. The staff lacks basic manners. The "Breakfast" Scam: The "breakfast included" tag is a total bait-and-switch. You are served old, soggy bread without butter, whole milk, and a jammed Nespresso machine. If you want actual food (like basic chilaquiles), they demand an extra 750 pesos. Management is the Problem: The person in charge was just as bad, constantly arguing back and forth instead of resolving issues. There is a deeply embedded culture of hostility here.

Nothing honestly … The cleanliness, the onsite breakfast

The water in my room was cold. There was a noise coming from the air conditioning as well. A place to stay 1 or 2 nights max

Don't give any option for breakfast

Good soundproofing between rooms. Sound proofing from the doors isn't as great. Can hear the cleaning staff.

Very good

Clean basic room in a nice area of town, away from the main tourist area, close to nice cafes. Water pressure was low. Fridge in the room was loud. No complimentary water in room (you can’t drink the tap water)

Very good

Nice rooftop with a terrasse and a small pool. Clean and comfortable room with a mini fridge. Close to everything but in a quiet neighbourhood. Access to a beach club where we needed to spend only 300 pesos. Free water, coffee and tea at the reception. It looks like they had a restaurant before but it’s now closed. Even though the hotel did not seem to be fully booked, they only wanted us to check-out late if we were to pay half the daily rate. Our flight was at 7pm so we wanted to stay only until 3pm, but had to leave at noon since we did not want to pay that much for 3 hours (not 12) extra. All the activities and transports they offer are very more expensive than if you book it yourself.

Friendly accomodating staff

The hotel is away from the 5th avenue but still reachable within 5min walking distance. You get to have the pleasure of being close but without the noise of the 5th avenue. The only thing was that towels and bed sheets were lightly stained, nothing we couldn’t use though.

Great location, super nice rooftop pool, clean rooms. Recommended! We liked everything

we have a massage , location is oK the rooftop/pool area was a bit dirty and not well maintained.

Friendly staff Nothing

Quite okay location, close enough to 5th avenue but still away from the hassle, clean and quite fine. Biciplaya citybike station just next to the hotel for easy bike pick up and drop off. Walking distance to Playa 72 Pool at the rooftop was fine, quite small but works for cooling. Wifi on the rooftop never worked. Told the staff about it but after a week it was still not working. Room with balcony was not what I was expecting, only a french balcony and not big enough to fit in there to spend any time.

Good value for this hotel They make fancy words like suite and balcony in fact it’s just a simple room with a guard rail

lovely boutique hotel. could do with works done to it as it seems the building is quite old. great decoration and lovely service NA

Basic but comfortable place to stay for a few nights in Play Del Carmen. Perfectly situated to walk onto 5th Avenue, which is just a few minutes walk away. Close walk to the beach and nice to have a voucher for a lounger at one of the beach clubs included with our stay. Nice touch having microwave and hot/cold water available in the foyer. We enjoyed our stay. Bathroom smell was really bad during our first night. Don't think it helped closing it in. When the cleaners came in the next day they sorted it out for us. Actually helped keeping the door open.

Very nice and welcoming. Our stay was cut short due to the hurricane, but very nice staff!! Thank you again!

Great staff, very helpful. Clean and well decorated space. Nothing.