Hilton Playa del Carmen, an All-Inclusive Adult Only Resort

My wife and I just returned from the Hilton at Playa del Carmen today. This was the first time that we stayed at an all-inclusive resort and we really enjoyed the experience. The hotel and grounds were very beautiful. Our room which had an ocean view was very comfortable and the cleaning staff took care to make our stay special with special touches. The staff was very welcoming and always ready to help. We were particularly pleased with the service we received from Diego Kevin, and Luis with beverage and food service. Our waiters at The Chef's Plate, Marco, Jesus, and Omar were exceptional as were many of the staff at the other restaurants. Our stay really allowed us to relax and we hope to return again in the near future.

My boyfriend and I stayed at the Hilton Playa del Carmen for four days in early November this year. We booked a Junior Suite Swim-Up, and when we first arrived we were very pleased with our room and the quality of the grounds. The food was surprisingly good for an all-inclusive (nothing to write home about, but better than I expected considering the price point) and all of the service staff were extremely friendly and provided great service. We didn't have any issues until the last night of our stay, when people on a balcony above us started throwing cigarettes down on our patio/swim-up area. My boyfriend is allergic to tobacco and the property is a non-smoking property, so we were extremely unhappy and called the front desk to ask them to get the guests above us to stop smoking/throwing the butts down onto us. They assured us they would get it handled, but after we went to dinner and came back, our room reeked of cigarette smoke because the guests above us had clearly been smoking in their room and it had gotten into the HVAC system. When we called the front desk, they said they could move us to another room but didn't have anything in the class we had paid for and refused to give us a refund for the price difference. The alternative was to have someone come to our room with a "machine" to remove the smell. Since we paid for a nicer room, we wanted to stay where we were and we opted for the second option. We waited two hours, and finally after calling the front desk again, someone showed up with a Lysol can. We had several back-and-forth interactions with the front desk over those two hours trying to work it out, during which time the hotel manager became increasingly rude and ultimately told us it "wasn't his problem" that my boyfriend was allergic to tobacco. Given that it's a non-smoking property and the hotel failed to manage the guests who were smoking, we were of the mind that it absolutely *was* his problem and any reasonable customer service person would apologize graciously and be generous with the solution. We decided to check out early and ate the cost of the final night because the hotel absolutely *refuses* to refund the cost of the final night, even though we decided not to stay there because our room was uninhabitable. It's really unfortunate that this encounter happened at the end of our stay, because otherwise we would have been very happy with our experience. This Hilton desperately needs to improve the managerial level of service. If you don't have any run-ins with the management, you'll probably really enjoy your stay.

The food the food is good, kind of designed for the foreign tourist rather than the nationals, nevertheless is good. With 7 different restaurants to choose from there is always a different option for dinner. The place This place is immaculately clean and it shows, you can see the effort of the staff and repairs, retouch, and the attention to detail of every little thing, like removing the dry leaves from the pots every day. The service The service is amazing, from the bar tenders, the waiters, and the everyday entertaining on the pool, which by the way there are everyday hourly activities where if you choose to partake you can win prices like bottle of alcohol, romantic dinners, etc. Overall the place is amazing you almost forget that there is a world out there which is what i had in mind when i booked this vacations.

This resort has been fantastic so far. The first room we had did not have hot water in the shower so they upgraded us to an ocean view. It has a nice hammock on the patio and an in room jacuzzi. All the staff has been so friendly and the bartenders are very personable. Toto in the lobby bar made a point to remember my boyfriend and I and knows what we drink now. They do fun activities in the lobby, last night was karaoke. We did a couples massage today and it’s one of the best I’ve had! I would definitely come back here. It has been very relaxing so far.

Stayed for 5 nights over Thanksgiving and had a great experience. Very clean property, staff is very friendly and provided excellent service. All amenities were available during our stay. We enjoyed the nightly entertainment and the special dinners offered throughout the week. We booked our excursion through the company located on-site and it was wonderful. Highly recommend staying here! If you are hesitant about traveling during COVID, you shouldn’t be - this resort is fantastic!