Playacar Palace

Recent Reviews: 3205

• User:Lindsay L

  Trip type: Couples

  Zero communication

  09 Jun 2026

  We had reservations June 5 for my birthday trip. The resort apparently just down due to health violations, and we were never informed. I just happened to see a stranger’s post on Facebook about it. After spending over 4 hours on the phone going back and forth between agents, losing connection, having to call again and be put back on hold, passed around again being told by everyone we spoke to that they had no idea the resort was closed, why it was closed, or when it would reopen. One agent told me it would be open before we arrived, so it wasn’t an issue. The next agent told me possibly the 8th. The third had no idea what I was taking about. We ended up having to cancel our reservation the night before our trip and finding another resort at the last minute. The lack of communication and help was super stressful and frustrating. I doubt we’ll ever make reservations with Palace resorts again. Palace Resorts Management, Owner at Playacar Palace, responded to this review Dear O4066ZFlindsayl,Thank you for taking the time to share your feedback.We understand how important clear and timely communication is when planning a special trip, particularly for an occasion as meaningful as a birthday celebration. Travel plans often involve considerable anticipation and preparation, and we understand that unexpected changes may create disappointment or uncertainty.At Playacar Palace, our priority is always to support our guests with care, professionalism, and personalized attention. Whenever circumstances require modifications to resort operations, our teams work diligently to provide guidance, address concerns, and share the available alternatives in an effort to assist those affected.We truly appreciate you taking the time to share your perspective. Guest feedback is invaluable, as it helps us continue evaluating our processes and reinforcing our commitment to delivering exceptional hospitality. Our goal remains to provide memorable experiences and the attentive service that our guests have come to expect.We value the opportunity to hear from our guests and hope to have the pleasure of welcoming you in the future, allowing you to experience the warm hospitality and memorable service that define Playacar Palace.Kind regards,VianeyE-ConciergePlayacar Palace.

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• User:tagreen60

  Trip type: Couples

  Won’t honor room type

  03 Jun 2026

  I’ve been a member for over 10 yrs and I made reservations for friends starting tomorrow, June 5th, at Playacar Palace. Unfortunately, the resort is still closed for health violations and the reservations I made were changed by the Company to Moon Palace - Sunrise. However, they won’t honor the Ocean View rooms I reserved and have told me in no uncertain terms they don’t care that I’m a member, they only are authorized to move them to the lowest and cheapest class of rooms at Moon Palace. Thanks Palace! I’ll be sure never to refer anyone again!!! Palace Resorts Management, Owner at Playacar Palace, responded to this review Dear tagreen60,Thank you for sharing your comments and for your long-standing loyalty as a member.From time to time, operational circumstances may require adjustments to travel plans, and in such situations our teams work to provide alternative accommodations within our resorts, while following established relocation procedures and availability at the receiving property.As room categories, views, and upgrades are subject to availability, accommodations offered during a relocation may differ from those originally selected. Nevertheless, our goal is always to provide guests with a seamless transition and the opportunity to continue enjoying the service, amenities, and hospitality for which our resorts are known.We appreciate you taking the time to share your perspective. Feedback from our guests is important to us and helps us continue evaluating the guest experience and communication throughout the reservation process.We value your loyalty and hope to have the opportunity to welcome you and your guests in the future.Kind regards,VianeyE-ConciergePlayacar Palace.

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• User:danadisneyfan

  Trip type: Couples

  Best Vacation!

  30 May 2026

  The service is impeccable! Top notch restaurants and bars. Ignacio and Marvin at the pool are very attentive. Juan and Jorge at the bars are awesome! Elvia, Israel, Alfredo, Yesenia, Decier, Benito, Hermin and many more Palace Resorts Management, Owner at Playacar Palace, responded to this review Dear danadisneyfan,Thank you for sharing your wonderful experience with us.We are thrilled to know that your vacation was so memorable and that you enjoyed the impeccable service, exceptional restaurants, and bars throughout the resort. Providing outstanding hospitality is what we strive for every day, and it is rewarding to know that our team made such a positive impact on your stay.Ignacio and Marvin will be delighted to hear your kind recognition for their attentive service around the pool, while Juan and Jorge will certainly appreciate your compliments as well. We are also grateful for your special mentions of Elvia, Israel, Alfredo, Yesenia, Decier, Benito, and Hermin. Your acknowledgment of their dedication means a great deal to all of us.Thank you for choosing Playacar Palace. We look forward to welcoming you back for another exceptional vacation in the near future.Warm regards,VianeyE-ConciergePlayacar Palace.

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• User:honeypops6

  Trip type: Couples

  My favorite resort

  26 May 2026

  Playacar Palace is my favorite palace resort and the reason is the people. Everyone seems to really love their job and the people they work with. Their joy is contagious! This is my third visit here and one of my most memorable due to the following staff:• Daniel of the Entertainment Staff, who doubled as the steward of the gym. When he is not hosting an activity, we would find him at the gym, wiping down the equipment and glass, and offering guests water and towels. He not only keeps the shelves stocked with always perfectly ripe and unblemished bananas but creates a beautiful display of water bottles and wrapped towels, even ensuring the bottles are all equally spaced and face the same way. As a visual person, I greatly appreciated his attention to detail and level of ownership. My husband and I also enjoyed his classes (yoga, aqua combat, GAP training, and water bike, and assisted stretching).• Another member of the Entertainment Staff that made our trip extra special was Almond, who went above and beyond to accommodate my special needs for the free bike tour. She was very knowledgeable and we greatly enjoyed her company. • Elvira at guest services, who helped smooth over a disappointment of my own making;• Dulce, who gave me a great haircut and was so patient in helping me measure my hair to ensure sufficient length for donation. She was also always so happy to see us during subsequent chance encounters. I will miss her warm smile. • Yeselia, who took care of me during hydrotherapy. I’m quite familiar with the various stations, having done it probably thirty times, but I’ve yet to meet someone who takes the job ad seriously. For example, when I told her I wanted to stay in the sauna for 20 minutes (longer than most), she made sure to check in on me after ten minutes to refresh my cold towel and ensuring that I stay hydrated. You could tell that she takes her job very seriously, even managing to refresh the shower between uses during periods of higher traffic. Zydie, Arturo, Alejandro and Fernando also deserve special mention.• Mercedes for being so thorough in my balancing facial• We were always happy to see the smiles of Hostesses Paola and Estefania; Ricardo and Jesus from Trattoria; Jose luis at lahna; Rodrigo at the pool; Deicer at Madre mia; Miguel at Momo; and Gabrielle at cozumel palace snack bar• Ruth is the one you want for your deep tissue massage. Both masseuses I was assigned to just gave me heavy handed gliding whereas Ruth, who treated my husband, did focused kneading. While we both started out with stretching, Ruth applied pressure on his problem spots. I know this because I got so bored with my massage I took peeks at my husband on the table beside me. • Julianna, Iran and Leonell at Sweet and Coffee, who make the best crepes and affogatos. I will miss their smiling faces! Palace Resorts Management, Owner at Playacar Palace, responded to this review Dear honeypops6,Thank you for such a heartfelt review.We are truly honored to know that Playacar Palace continues to be your favorite resort, and even more touched to hear that it is our people who make the difference for you. Creating genuine connections and memorable experiences is at the heart of what we do, and your words perfectly reflect the spirit of our team.It is incredibly rewarding to read your thoughtful recognition of Daniel and the pride he takes in every detail, from the gym experience to the activities he leads. We are equally delighted that Almond helped make the bike tour so memorable and accommodating for you.Your kind mentions of Elvira, Dulce, Yesenia, Zydie, Arturo, Alejandro, Fernando, Mercedes, Paola, Estefania, Ricardo, Jesus, Jose Luis, Rodrigo, Deicer, Miguel, Gabrielle, Ruth, Julianna, Iran, and Leonell mean so much. Each of them will be deeply touched to know the impact they had on your stay. The care and dedication you described are exactly the kind of hospitality we strive to provide every day.We especially appreciate the way you noticed and valued the small details, the attentiveness, and the joy our team brings to their work. Knowing that those moments made this visit one of your most memorable truly means the world to us.Thank you once again for your continued preference and loyalty. We already look forward to welcoming you back home to Playacar Palace for your next unforgettable stay.Warm regards,VianeyE-ConciergePlayacar Palace.

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• User:SteveEssex_1961

  Trip type: Couples

  A Right Royal Rollercoaster Ride at the Palace

  26 May 2026

  From the highs of delicious dining to the lows of a sun-bed scramble, our stay at the Playacar Palace was a roller-coaster ride of Mexican mayhem. The hotel’s extremely welcome free shuttle from Cancun Airport to Playacar plus an efficient and speedy check-in resulted in a seamless arrival in our Superior Deluxe Ocean view room. Exactly as described on the tin, it was clean and spacious, albeit a little tired in places. We were also introduced to a ‘personal’ concierge ahead of the following morning’s post-breakfast meeting. Meanwhile, despite not having made a reservation, we managed to secure a walk-in, first-night table for two in the Trattoria restaurant which had a good, tasty choice of Italian staples. Declining to go off-piste on the expensive-looking wine list loaded onto the server’s iPad, we stuck to the all-inclusive and palatable house selection. Jet-lagged, an early awakening sadly revealed that the long, wide, sandy beachfront as depicted in multiple brochures and the hotel’s own website has long been surrendered to the sea. With seasonal seaweed also washing onto what minimal shoreline there is, it soon became apparent that just like the fabled Germans in Spain, present-day Americans sadly have absolutely no shame in rising at dawn to annexe sun-beds with their towels. A recent national trait - See it. Take it. Sound familiar? Prime spots were also reserved for the Palace Resorts’ high-rollers but more about these big-hitting burritos later. The tasty daily buffet breakfast at Café Del Mar featured a wide selection of just about everything complete with Mexican specialities, bespoke juice bar and egg-station. Bustling - but not overly busy - there were plentiful supplies, while the servers were unfailingly helpful, friendly and efficient in clearing tables and topping-up. Next, came our scheduled meeting with the concierge, who advised us to download the Palace Resorts App in order to secure our forthcoming evening dining reservations at the à la carte restaurants. Sound advice. But the overriding purpose of Karina’s meeting was to invite us to a 90-minute ‘sales presentation’ to hear all about the benefits and virtues of becoming a member of the Palace Resorts elite. In return, we were offered a cash ‘gift’ - equivalent to the cost of our hotel-booked tour to Chichen Itza – to attend with no obligation whatsoever to sign-up for anything. We were fortunate to secure dinner reservations at all of the other restaurants. Each was absolutely top-drawer with fantastic food and great service. Momo (Asian) and Madre Mia (Latin America) plus the intimate Lahná (Mayan tasting menu) ticked all boxes. Likewise, the entertaining Teppanyaki experience in Momo with the magical Mexican chef, Mario was another fantastic experience. The hotel coffee shop with its great brews, pastries/savouries plus ice-cream and friendly, skilled barristas is a great plus, too. Our hotel-booked Chichen Itza excursion proved a monster 12-hour expedition given our 7:00 am departure meant a one-hour drive to Cancun to pick up the tour itself from a sister hotel. Odbert the guide was friendly, funny and informative but having seen this New Wonder of the World, the day expanded into a swim in a cenote, buffet lunch (plentiful albeit average) and a whistle-stop tour of Valladolid before heading back to Cancun and finally returning to Playacar. A long, long, day. Our ‘sales presentation’ took place over breakfast with a subsequent trip to the Palace Resorts penthouse engine room. Javier the representative presented his well-rehearsed pitch in a bid to entice us into a membership investment of anything from $1.5m (Residence) to $130,000 (Elite) albeit there was the predictable ‘for one night only’ offer of around $20,000 for a package with benefits and savings across a multitude of hotel brands. To his credit – with the uncertainty of a raging war and age against us - Javier accepted our objections not to sign-up for a long-term package as did his back-up colleague Pepé during the contrived ‘exit process’. But despite all our early scepticism – as promised - the Chichen Itza excursion was, indeed, erased from our final invoice. It does, however, explain why those Big Burrito members get first dibs on the sun-beds without have to rise early and do a POTUS on whatever sun-bed their fancy. Elsewhere, the evening bar simply does not have the capacity to deal with the volume of people, chatting away in an impersonal, industrial, echoing, cavernous environment. Only the chosen few manage to secure the comfy seats and tables, while the overspill results in guests sitting at the desks and chairs normally occupied by the concierge and excursion staff during office hours. Far from conducive for a relaxing nightcap ahead of the dawn race for that off-limits sun-bed. Elsewhere, the generous-looking US$500 ‘Resort Credit’ is no more than a smoke and mirrors illusion. This can only be spent on a small selection of over-inflated goods, tightly cornered into the resort shop – beach bags, hats, sunglasses etc. These attract a 16% sales tax, which is arguably around their actual value. Just Google/EBay the retail prices of the cleverly-branded ‘Amaini’ resort goods. It says everything, when the sales assistant does not even ask for a room number to reduce the balance. There is a US$100 limit on an extortionate spa plus a limited list of excursions, many with surcharges. All that glisters definitely is not gold. Check-out was equally smooth but shaping to leave, we were accosted by yet another concierge undertaking a ‘quick departure survey’ before inevitably offering another one of those ‘once in a lifetime’ deals for a holiday to be taken within the next three years. To you, Sir, only US$299 for the discount code. So, climbing off the Playacar Palace’s right royal rollercoaster at the end of a mixed journey, the highs were the magnificent meals at the first-class restaurants, friendly and efficient staff and safe location but – beware - you also need to ride the lows of washed-away, sea-weed riddled beach, a sun-rise, sun-bed scramble and that constant sales pitch which continues into the ‘in box’ long after one arrives home. On the whole, an enjoyable stay but would not return, albeit those email offers still keep on coming... Palace Resorts Management, Owner at Playacar Palace, responded to this review Dear SteveEssex_1961,Thank you for taking the time to share such a thoughtful review of your recent stay at Playacar Palace. We truly appreciate the balanced perspective you provided, highlighting both the aspects you most enjoyed and those that did not fully meet your expectations.We are delighted to know that your arrival experience, accommodations, dining experiences, and the attentiveness of our team contributed positively to your stay. It is especially rewarding to hear your kind comments regarding Trattoria, Momo, Madre Mía, Lahná, Café del Mar, and our coffee shop, as well as the service provided throughout the resort. We will also gladly share your recognition with Chef Mario and the many team members who helped make your visit memorable.At the same time, we understand your disappointment regarding the beach conditions during your stay. Sargassum is a natural and seasonal phenomenon that can affect the Caribbean coastline depending on ocean currents and weather patterns. While these circumstances are beyond our control, our teams work continuously each day to maintain and clean the beach areas as much as possible.We also appreciate your comments regarding the pool seating experience, evening lounge atmosphere, and the resort credit program. Guest feedback such as yours is extremely valuable, as it allows us to better understand the expectations and perceptions of our guests while continuously evaluating opportunities for improvement.Regarding the membership presentation experience, please allow us to clarify that attendance is entirely voluntary, and our team always aims to provide information in a respectful and courteous manner while honoring the benefits extended to guests who choose to participate.It is wonderful to know that, despite some aspects that did not fully align with your preferences, you were still able to enjoy many memorable moments throughout your stay, particularly through the culinary experiences, service, and location of the resort.We sincerely appreciate your visit and thank you once again for sharing your perspective with such honesty and detail.Warm regards,VianeyE-ConciergePlayacar Palace.

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