Ratings based on 984 Verified Reviews
4.3 Room cleanliness
4.1 Service & staff
4.2 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 Nov 2024
First,we did a family vacation. We were 6 adults 2 kids (12 and 16 years old). We stayed there from November 14th to November 21st 2024. When we arrived at the hotel to do the check in, the staff were really kind and friendly. We had a normal all inclusive reservation and before finishing the check in the guy at the lobby asked if we'd like a premium upgrade (only for adults) for 110$ US per person. The guy said that this upgrade includes premium alcohol brands at any bars in the hotel, a free Japanese supper to The Reef coco beach resort with free transportation (affiliated hotel), exclusive places on the beach with service, a free entrance to the beach club party that is worth 50$ US each and a free gift. So the offer was appealing and we took it.This is where all the problems started.
We got scammed from day 1 to day 7. Went to the Japanese restaurant and the shuttle left without us and we had to wait 2 hours for the next one because nobody told us at what time the shuttle was leaving. We were still eating when the shuttle left. No service on the beach, the beach party never happened and we had to go to a 1h30 time sharing presentation if we wanted our gifts. We did the presentation and never had our gifts. The staff were all lying to us concerning the premium bracelet and they were saying different things about it. So if you go to this hotel, DON'T BUY THE PREMIUM BRACELET BECAUSE IT'S A SCAM. We had high expectations with this offer and got scammed for 110$US each
by A verified traveler
Posted 22 Nov 2024
Beautiful placw
by A verified traveler
Posted 20 Nov 2024
Great family friendly resort! The small resort is perfect for small kids as rooms are close to pool and ocean for easy access. Food at restaurants and snack shack was amazing! Buffet could use more options as it was very limited and always the same. Staff were very friendly and helpful! Will definitely return!
Comment from Hotel Management
20 Nov 2024 by Lizeth Arratia/ Hospitality Manager , Hotel Management
Dear Barbara,Thank you for sharing your wonderful feedback. We are thrilled that you and your family enjoyed your stay at our resort.We are glad that you especially appreciated the convenient proximity of the rooms to the pool and ocean. We are also delighted that you loved the food.We appreciate your suggestion regarding the buffet variety and will share this with our Executive Chef to explore ways to enhance the options available. Your recognition of our friendly and helpful staff means a lot to us, as guest satisfaction is our top priority.We look forward to welcoming you back for another memorable family getaway in the future!Warm regards,Lizeth ArratiaHospitality Manager
by A verified traveler
Posted 16 Nov 2024
Comment from Hotel Management
17 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest, Thank you for sharing your excellent rating about your stay at The Reef Playacar. It will be a pleasure to welcome you back in the future. Kind regards, Hospitality Manager
by A verified traveler
Posted 15 Nov 2024
As you walk to your room the beautiful greenery/jungle vibe is amazing. It keeps you shaded till you reach the pool areas. The snack bar is great as well as the main eating area , I was missing the bacon & toast in the mornings but oh well. It's a 12 minute walk into the Quinta Avenida (downtown). Definitely will stay there again.
Comment from Hotel Management
16 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest,Thank you for choosing The Reef Playacar as your vacation destination and for sharing your feedback with us. We are excited to know that you enjoyed the beautiful greenery and jungle vibe that surrounds our property, as well as the convenience of being close to the pool areas and Quinta Avenida.We appreciate your comments regarding the snack bar and main dining area, and we will take note of your suggestion about breakfast options. We are grateful for your kind words and look forward to welcoming you back in the future for another great experience.Kind regards,Hospitality Manager
by A verified traveler
Posted 13 Nov 2024
Comment from Hotel Management
16 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest, Thank you for sharing your excellent rating about your stay at The Reef Playacar. It will be a pleasure to welcome you back in the future. Kind regards,Hospitality Manager
by A verified traveler
Posted 12 Nov 2024
Nice place, would go again
Comment from Hotel Management
16 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest,Thank you for choosing The Reef Playacar as your vacation destination and for sharing your feedback. We are excited to know that you enjoyed your stay and that you would consider returning.We look forward to welcoming you back in the future to continue providing you with a memorable experience.Kind regards,Hospitality Manager
by A verified traveler
Posted 6 Nov 2024
Comment from Hotel Management
8 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest, Thank you for sharing your excellent rating about your stay at The Reef Playacar. It will be a pleasure to welcome you back in the future. Kind regards, Hospitality Manager
by A verified traveler from Santa Ana
Posted 6 Nov 2024
Been at this resort before and everything has declined since. Our entire group got hit by Norovirus, and the hotel was denying it existed. They took no measures to minimize the spread as it swept through the resirt. Our upgraded ocean view suite had a hole in the ceiling and water came in during rain, windows were not sealed to the walls so noise and heat came in, and the A/C did not work in the bedroom despite us requesting service and them saying it’s fixed. The buffet food is terrible and service has also declined since our last visit. We will not return to this resort.
Comment from Hotel Management
7 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest,Thank you for choosing The Reef Playacar as your vacation destination and for taking the time to share your valuable feedback with us.We are truly sorry to hear that your recent experience did not meet the expectations you had from your previous visits. Your comments are important to us, and we sincerely regret the issues you encountered during your stay.We are glad you appreciated the courtesies in your room, and we are happy that we were able to attend to your needs during your stay. Please rest assured that the virus mentioned was thoroughly studied and, after careful investigation, it was determined not to be the cause. However, we are taking proactive measures to ensure all potential health concerns are properly addressed and minimized. We have already implemented additional measures to prevent and manage any issues moving forward. The well-being of our guests is our top priority, and we are committed to providing a safe and enjoyable environment.Once again we apologize for the inconveniences and appreciate your feedback, as it helps us continue working toward improving our services. We hope to have the opportunity to welcome you back in the future.Kind regards,Hospitality Manager
by A verified traveler
Posted 5 Nov 2024
The setting if the property was beautiful. Jungle surroundings . The beach was beautiful too.
The staff were friendly.
The key issues were the buffet food selections were kinda mid and average.
The entertainment when we went
( Karaoke) Could have been much better . ( maybe have the song choices in a printout or have it digitized so people k kw what they can sing ) BUT even more important ,please get a few moniters, so that the person singing can hear them selves or change the direction of at least one of the speakers .
The biggest thing besides that was that after eating at the little food but beside the pool ( after realizing ...when it was already too late ) the Mayo at the food hut was left out ( NOT in ice at all )
I am pretty diligent was being safe but I let my guard done ...that mayo must have been out in the heat for sometime ...
I became very very ill . ( From all exits ugh )
I had Pepto Bismo ...NOPE not effective. The store at the resort closes ,leaving no options to get any Imodium. It was horrible. My husband ( thank God he's super) went out at around 1 am to go to a
7 /11 (all other options were closed). If I was the hotel I would definately make sure the front desk had a supply of Imodium ( even if nothing happens at the resort ,guests are out and I'm certain problems occur at times) At a min have that available .
I was so ill we missed our paid for tour the next day,it was very expensive. Luckily we could do it on our final day before our flight .
Comment from Hotel Management
8 Nov 2024 by Hospitality Manager, Hotel Management
Dear guest,Thank you for choosing The Reef Playacar as your vacation destination and for sharing your feedback. We are pleased to hear you enjoyed the beautiful setting of the property, the friendly staff, and the beach.Your feedback is incredibly important to us, as we aim to provide warm and quality service in every aspect of your stay. We are sorry to hear that your experience did not reflect the level of attention we aim to provide and that the service fell short of your expectations. Please note that there are many reasons why an ailment can occur during a holiday, such as eat or drink more than normal, eat different types of food, spices, etc., and along with changes in climate can affect people in different ways.we would like to take the opportunity to mention that the welfare of our guests is the utmost importance for us, therefore, we have strict procedures regarding hygienic food handling. We appreciate your valuable input and hope that, despite this unfortunate experience, we can welcome you back in the future and provide a more enjoyable stay.Kind regards,Hospitality Manager
