Ratings based on 1,230 Verified Reviews
4.7 Room cleanliness
4.6 Service & staff
4.6 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
The entertainment staff was great - particularly Debra!
All staff polite and friendly
Close proximity to other activities but plenty to do on-site
Comment from Hotel Management
23 Nov 2024 by Ana Figueroa, Manager on Duty, Hotel Management
Dear Tricia, We appreciate you taking the time to write a review of your stay with us, and we are glad to hear that the service received was excellent.Your comments will serve as an inspiration to our team to continue working with passion, ensuring our valued guests have a memorable experience at Hilton Playa del Carmen.We sincerely look forward to welcoming you back on a future occasion.
by A verified traveler
Posted 20 Nov 2024
-Limited, poor signage.
-Weak alcohol options (all chemicals).
-Noisy, cafeteria eating options, w poor lighting, w/o fans, color, table candles, greenery, or tablecloths.
-Weak coffee and orange juice.
-Linited crowded beach!
Comment from Hotel Management
21 Nov 2024 by Karol Arias, Management Assistant , Hotel Management
Dear Kenneth We sincerely apologize if there were any shortcomings on our end. Your remarks are truly valuable for us.
by A verified traveler
Posted 20 Nov 2024
The food quality wasn’t the greatest and there was only one smoking area.
Comment from Hotel Management
21 Nov 2024 by Karol Arias, Management Assistant , Hotel Management
Dear TheresaWe sincerely look forward to welcoming you back on a future occasion and providing you with the exceptional quality and service that characterizes our brand and resort.
by A verified traveler
Posted 20 Nov 2024
I Loved the staff, food was great (and im picky). Staff was super nice with great customer service! It was safe, you must go in with your bracelet, I went on a solo trip as a young female and felt safe inside the property. I wish they just had more of their native food. I like international food but I thought I would eat more tacos and mexican food. But I will definitely go back.
Comment from Hotel Management
21 Nov 2024 by Karol Arias, Management Assistant , Hotel Management
Dear Yovanna We are very happy to learn that your stay was a most pleasant one and that you were highly satisfied with our service. We strive to deliver the most memorable experience to our valued guests. We highly appreciate your gracious comments here and have shared them with our team.
by A verified traveler
Posted 19 Nov 2024
Everything was good except food could be a little better.
Comment from Hotel Management
21 Nov 2024 by Karol Arias, Management Assistant , Hotel Management
Dear Mats,Thank you very much for your detailed suggestions. Our guests’ feedback is truly important to us and we will carefully review all your remarks.
by A verified traveler
Posted 19 Nov 2024
Gorgeous, wonderful views and the staff was awesome.
Comment from Hotel Management
19 Nov 2024 by Samantha Hidalgo, Hotel Management
Dear Meronica,Thank you for taking the time to complete our survey. Your comments will be shared with our staff. We are very glad to know you were pleased with the hotel overall. We look forward to hosting your stay once again.Your feedback is greatly appreciated.Thank you for choosing Hilton Playa del Carmen!
by A verified traveler
Posted 19 Nov 2024
Comment from Hotel Management
19 Nov 2024 by Ana Figueroa, Manager on Duty, Hotel Management
Dear Jack, Thank you for choosing our resort as your host on your recent getaway to our destination, and for taking the time to share the experience you had. We sincerely hope we can have the honor of being your hosts on a future occasion.
by A verified traveler
Posted 18 Nov 2024
Food is horrible
Comment from Hotel Management
18 Nov 2024 by Karol Arias, Management Assistant , Hotel Management
Dear Chantel, We apologize for not metting your expectation, we are daily working to improve our service quality.
by A verified traveler
Posted 17 Nov 2024
This is a court time that we’ve been to the property, we originally stayed here when it was “The Royal”. Since Hilton has taken over it seems like each time we go there are less amenities and more paying for things that used to be free. The staff is still exceptional but I think management is on a money grab for little things.
Comment from Hotel Management
18 Nov 2024 by Samantha Hidalgo, Hotel Management
Dear Rose,Thank you for taking the time to complete our survey. Your feedback is essential in our effort to improve our service standards. We are very sorry for the inconveniences you have been through and that you did not fully enjoy your stay with us. We want to apologize for not being able to completely satisfy you and want to mention that this is not what we would like to portray as our services.The Resort will take into consideration the opportunities mentioned.Your comments have been shared with the appropriate departments so they can be addressed.
by A verified traveler
Posted 16 Nov 2024
Muy buen lugar. Area segura y buenos anfitriones.
Comment from Hotel Management
17 Nov 2024 by Samantha Hidalgo, Hotel Management
Estimado Emyr Vazquez,Queremos hacerle llegar nuestro más sincero agradecimiento por tomarse el tiempo para completar nuestra encuesta de salida. En nombre del personal de Hilton Playa del Carmen, nos gustaría aprovechar esta oportunidad para agradecerles el permitirnos tener el privilegio de hospedar a huéspedes tan distinguidos como ustedes.Quisiéramos tener el gusto de volver a tenerlos aquí en casa, por lo que les pedimos que si deciden darnos esta oportunidad, nos lo hagan saber para consentirlos una vez más como se merecen! ¡Gracias y hasta pronto!Hilton Playa del Carmen.
