Torre Diez by Grupo Amber

The ease of booking and most importantly reliable communication with property managers. Location is the best, close to Chedraui, the beach and 5th avenue. Will rebook again! There is a decorative light on the balcony that cannot be turned off, it’s just a little bright for me at night but I like total darkness, did not bother my husband. But honestly it was not that bad, just me :)

Close by to everything There was nothing that I didn’t like except our condo had some outdated things. Like the shower ceiling it did not make us comfortable, we kept looking up to see if there was a camera. They didn’t repair completely.

The location, the pool, the front desk staff were great! The amenities, the broken patio door, the sinks both couldn’t be plugged, the safe was an issue for the first 4 days.

They offer 4-5 full large size hotel towels. Perfect for both beach and showering.

Excellent location, A lot of noise this year due to construction, also the pool was not terribly clean but they took care of it after we asked

The property manager tried her best to help although it was not sufficient to make our stay bearable. Many things. 1) As my teenage kid approached the entrance of Torre Diez, a dog ran towards him from the property. We came to know it's a stray dog and the concierge people feed the dog. We were not expecting such unfriendly welcome. 2) No drinking water provided in the room. There is no drinking water tap. This should have been mentioned in the description. We spent whole night with 2 small bottles of water that we refilled at concierge. 3) Coffee maker is available but without tea/coffee/milk/sugar bags. Generally hotels/hosts provide that as complimentary but not Torre Diez. 4) Bath soap was not available in the room. Water pressure was also less in the bathroom sink and WC that it was not cleaning the dirt properly. Sink condition was bad. No curtains to bathroom, so shower water was spread outside on the floor and made it slippery. 5) On 3rd day of our stay, the building had some serious issue with water pipeline that caused no water in the whole building. When asked at 10pm, the Property manager informed that water will be available in 2-3 hours. But it didn't happen. I reported the issue to Booking.com call center and demanded the refund, but haven't heard back anything on that. We spent that night without a drop of water in the bathroom. Water was available next day at 9.30am but by that time our morning trip was missed and half of the day was wasted. Torre Diez should have informed me earlier during the day. But neither they inform me nor made alternate arrangement. This shows their incompetency and lack of empathy towards their guests. 6) Torre Diez is sort of Airbnb. So obviously they cannot control the building's issues. But they failed to check on the room that they were advertising on Booking.com.

Great condo, big, clean and amazing balcony! The mattress was extremely hard and needs to be changed out for softer.

Perfect location! Within walking distance to All bars and restaurants. Grecia was extremely responsive and helpful! Will come here again! Liked everything!

Location is great, if you need anything there’s lots of stores near by! The shower, needs some improvements and with the shower head.

Torre Diez offered the perfect location! It's a block down the street from Chedraui and from Quinta Avenida. We loved the location. The front desk staff were also super helpful and even gave us access to the laundry facilities. They were helpful in getting around town and gave us the inside scoop on transportation and great places to eat and spend time. Playa del Carmen was one of my favorite cities in the Riviera Maya. The showerhead was not in good shape, as the water pressure was low, and the towel hook was right in the shower area, so your towel ends up wet. I eventually disassembled the showerhead and realized that there was a rock/mineral buildup in the showerhead. That solved the issue, but they should replace the showerhead. It was also hard for us to coordinate with the host to get extra towels, and eventually, we just bought another towel for an eye-gouging $22 at Chedraui. The stove also has an electric range, requiring proper cooking utensils. Unfortunately, the pans and pots did not have the proper magnets, and cooking took an eternity. The hostess didn't seem to understand that and instead gaslighted us into believing that these take longer than an average gas stove. That might be true, but the difference was primarily due to not having the correct pots and pans. We eventually had to ditch some of our plans to do much more cooking. Thankfully, the worst part of staying here happened on the morning of check-out. Turns out that this whole building's plumbing is hooked up to an electrical pump! Unfortunately for us, a good chunk of Playa del Carmen was dealing with a power outage after the rainstorm. This meant that we literally had to look for a bathroom on the morning we were supposed to leave! This created a crisis for us. We aren't sure that we will stay here again, though, at face value, it seems like a great place to stay. The hostess was profusely apologetic, but an infrastructure issue like this is pretty serious, especially for a city that constantly goes through power outages. In chatting with the locals, they mentioned that power outages are frequent during the rainy season. This is a huge issue! This is clearly not the hostess's fault, but it is important to be aware of it.

no breakfast More towels, and more bedsheets. Too much noise, it was difficult to sleep with too much streets traffic

It was really clean and very well decorated. We felt very safe! The check-out procedure is a bit strange, you have to send them pictures of everything (towels, linen, kitchen utensils, electronics) It was a bit odd. It was also very loud outside and we could hear EVERYTHING.

The room was big, clean and comfortable, with a spaced balcony. The toilet flush was not working properly and we didn't find soap when we arrived.

It’s a nice, quiet street on 10th. A supermarket is conveniently located nearby. I booked a room at Torre Hotel, not really expecting a genuine 5-star experience—just a clean and safe place to stay, but my stay was far from that! This is not a real hotel — it’s a collection of separate apartments managed by different agents, meaning there is no proper hotel service or quality standards in place. From the moment I arrived, issues started piling up. The towels were extremely old and worn out, so I had to use my own. The bed sheets were dirty upon arrival, which I only noticed in the evening. The check-in information stated that room service had to be requested a day in advance, but since I was staying for only three nights, I had no choice but to sleep on dirty sheets, covering myself with a towel to avoid direct contact. Security was a major concern. The balcony door couldn’t be locked properly—instead, a simple wooden stick was used as a makeshift lock! On top of that, the safe box was not secured in a wall or wardrobe; it was just placed on a shelf, lightweight and easy to pick up, making it useless for securing valuables. To put things in perspective, I later moved to Mare Playa del Carmen Hotel, a 4-star hotel that was significantly better in every way—despite being cheaper! This proves that the problem isn’t about local standards but about the misleading 5-star rating of Torre Hotel. I strongly urge Booking.com to review the rating of this property, as it is not at all what it claims to be. I wouldn’t want any future guests to go through the same frustrating experience. Do not be fooled by the 5-star label—it does not reflect reality!

I had a fantastic stay at this property! The location is excellent, the accommodations are comfortable, and the staff is incredibly responsive and professional. They truly go above and beyond to ensure a great guest experience, and their dedication to hospitality is evident. I appreciate the care and attention they put into making guests feel welcome. I would absolutely recommend this property to others and would love to stay here again in the future. Nothing. Everything was great!

The venue was really nice, the rooms and facilities were great

Perfect location. No water and power for the first day. No hot water during the week. No garbage bags available. Staff doesn’t know where where the towels/ toilet paper/ garbages bag in the storage room. Or didn’t have the key. Kitchen cabinet almost empty. No container the put any food.

Superb

Superb

Lovely apartment in 10 avenida. Large room, comfortable bed, nice bathroom. Very clean. Very nice swimming pool on the top of the building (my wife and I spent quite a lot of time there, lovely area with nice view). Excellent location just two minutes from the pedestrian 5 avenida with many shops and restaurants. Finally, Facundo at the reception was great in providing all info needed. And as a bonus great - go and try! - “Francesca” pastry shop just next door and “El Pirate”, very good fish restaurant a minute away… Only one thing: noise. Our room was on the very noisy street side, traffic all day and most of night… I imagine for rooms on the other side this issue does not exist…