Susana Leiva
Our experience at The Hilton Playa Del Carmen was extremely disappointing, and we would not recommend staying here. From the moment we tried to make arrangements before our trip, the customer service was unhelpful and unwilling to accommodate even the simplest requests.
My uncle only wanted to stay for three days instead of a full week, and despite calling multiple times in advance, the hotel refused to work with us. Instead, they forced him to pay for an entire week, with no flexibility or understanding from management. When we arrived and tried to speak with the manager, they made no effort to help or offer any reasonable solutions.
To make matters worse, the service throughout the resort was just as frustrating. On the second day, I went into the gift shop, where a sign clearly stated “3 for $25” on souvenirs. After picking out three items, the cashier suddenly claimed that one of them had been misplaced and was not part of the deal. When I pointed to the sign, she removed it right in front of me and rudely told me they wouldn’t honor the price because of a mistake made by her coworker. There was absolutely no attempt to make things right, just a dismissive attitude and a complete lack of customer service.
Overall, this resort does not care about its guests or making their experience enjoyable. The unwillingness to accommodate simple requests and the poor customer service from both management and staff made this stay frustrating and disappointing. Save your money and book somewhere that actually values its guests.
*UPDATE* as of 3/20/25
I previously left a review about my experience at Playa del Carmen by Hilton, and Hilton responded, asking me to contact them via email or phone. However, the phone number they provided is either disconnected or unable to dial—we’ve tried multiple times using different cell services, and it always says “unable to connect.”
We also reached out through the website they provided and sent an email, but we have yet to receive any response from them. No one has called or contacted us in any way to resolve the issue.
This lack of communication and customer service is extremely frustrating. I still do not recommend spending your money here. Save yourself the trouble and choose a resort that actually values its guests
Jordan Sexton
Our recent stay at the Hilton Playa del Carmen was fantastic. The resort itself is beautiful, well-maintained, and offers a true luxury experience. The staff went above and beyond to make our stay comfortable, from the friendly front desk team to the incredible waitstaff at the restaurants. The food was excellent, the drinks were top-tier, and the beach and pool areas were perfect for relaxation.
Our suite was spotless, spacious, and had a breathtaking view. Housekeeping kept everything immaculate, and the little details—like turn-down service and stocked mini-bar made the experience feel even more special.
The only downside? The other guests. Unfortunately, many travelers here seemed rude, entitled, and generally unfriendly. It’s a shame because the resort itself is so welcoming, yet some of the visitors didn’t seem to share that same energy.
That being said, the Hilton Playa del Carmen itself is outstanding, and we would absolutely return, hopefully with a more considerate crowd next time!
Daniela Duva
Rooms were really large and spacious. Great staff although at times we felt as though we were bothering the waiters in the restaurants. Unfortunately the buffet only breakfast & lunch no dinner. So reservations were needed each night for dinner at the restaurants. Asiana was so good! Beach was ok. Tons of seaweed though...tide comes really close to hotel. Beautiful views and the best part is Quinta Avenida! Quite expensive though but super fun! 👌
TR Sharma
The food was great - the DESERTS??? I cannot get over how amazing they were. Never have I had thaaat many deserts at an AI. The TIMESHARE that they act like isn't a timeshare but a membership but pretty much timeshare is an annoying push (wasted 5 hours on our only Friday morning on this!) the constant upcharge suggestions on dinners is annoying. The lack of chairs by the pools because the $170USD cabanas are everywhere instead. Service was mostly great. Night entertainment was TERRIBLE. Also crowd is 80% very older caucasian retirement vibe. Close location to 5th was great. And I honestly loved the beach and water. Laying in the free beach cabanas was amazing and the service on the beach was perfect. The broken jacuzzi that was sooo dirty I couldn't use it. -
So overall I know it's a very mixed review. I loved my time there but it could have been better.
Lucy Mason
Amazing experience!! This was such a great place to visit. The location of the resort was within walking distance from the bus stop, 5th Avenue for lots of shopping and obviously amazing beaches. The staff at the resort went above and beyond in every way to make sure all of our needs were met. Greeted us at the doors for every restaurant, remembered our names, and was friendly at every moment. José Garcia from the Spice Restaurant went out of his way to remember us and ensure we had a wonderful experience for my husbands birthday and throughout our stay. We had amazing times are the additional Mayan dinner & dance, and the carnivore dinner. Absolutely amazing food, talent and dancers. What a great experience worth the extra costs! The all inclusive restaurants were great too, with small portions to make sure you had room for all courses! They recommend you make reservations for dinners ( at least 24 hrs in advance) they are not required and we still had no issues with large parties getting in for dinner each night with 6-12 people. The food was good, drinks always coming, and you're never left hungry!
The resort has plenty of activities going on throughout the day to give you something to do or watch if you just need a chill day at the pool. This was a 10/10 experience and we are definitely coming back!
My Booking
