Playacar Palace

Steph Church

It’s always a pleasure to stay at the Palace! Our favorite staff members are Perla at the pool bar. She is always attentive, quick, and ready to help! Perla makes our trip! We also greatly enjoy “Almond” with the entertainment department. She is always so full of energy and smiling and genuinely enjoys getting the guest involved. Oscar by the pool bar keeps our drinks full and always has a little show to put on. It’s really always such a wonderful experience.

Chani Palace

After booking this resort, I’ll admit I was extremely nervous. I deep-dived into the reviews and got worried about the beach and some people’s negative experiences. But I have to say—the hotel truly exceeded our expectations. Yes, the beach directly by the hotel is very small, and the water comes right up to it. However, if you walk literally two minutes (if that), right across the way there’s a really nice small beach area where you can relax and play. It was perfect for our family’s needs and absolutely beautiful. I also loved that you could sit on a sun chair near the water without sitting directly in the sand—perfect for anyone who hates the sensory overload of sand. The rooms are on the smaller side, and the beds are quite small. Definitely do not expect a queen-size bed—it’s smaller than a full and not ideal for two people. Keep that in mind. That said, they brought in a rollaway bed for my son, which made a huge difference and worked out well for us. The staff was incredibly friendly, sweet, and accommodating. We have some dietary restrictions, and I emailed the hotel ahead of time. They were fully prepared for us upon arrival and were amazing about meeting our needs. The location of the hotel is fantastic—right by the main area. It was so nice to be able to step outside and really experience Mexico, feel the city vibe, and not feel isolated like you sometimes do at large luxury resorts. You truly get the best of both worlds: luxury inside, real Mexico just steps away. One thing I do want to mention is the entertainment. At least the Caribbean show was definitely not family-friendly. I genuinely felt like I had accidentally taken my son to a strip club, which made me hesitant to bring him to any of the other shows afterward. That’s something the hotel could absolutely improve. Overall, we had a beautiful time. My son loved the kids’ program, and despite a few drawbacks, we would definitely come back again.

Kevor Dale

I am writing this review to warn future guests about a serious safety issue we experienced during our stay at Playacar All-Inclusive Resort. My girlfriend and I booked the Rio Secreto Riviera Maya excursion directly through the hotel. Before purchasing, we clearly asked the hotel staff member selling the activity: “Do you need to know how to swim to do this excursion?” We specifically explained that neither of us knows how to swim. The staff member told us no, and said the water would only reach approximately chest height. Based on that information, we felt safe booking the activity. Once inside the cave, we reached a section where our feet could no longer touch the ground and swimming was required. Thankfully, the tour guide and several people in our group helped us get through the deep-water section by guiding and supporting us. This experience could have been difficult and frightening, but their assistance made it manageable. To be clear, the excursion company and tour guides were excellent — professional, calm, and supportive throughout the experience. The issue lies entirely with the hotel staff who provided incorrect safety information. Had we been told that swimming would be required at certain points, we would not have booked this excursion. This was not a minor misunderstanding — it was a safety concern. The staff member could have easily said: “If you don’t know how to swim, I would not recommend water-based excursions.” Instead, we were given misinformation that put us in an uncomfortable and potentially unsafe situation. I strongly urge the hotel to ensure staff provide accurate and honest information, especially when selling excursions involving deep water. Guests should be able to make informed decisions about their safety. (Update in response to the hotel’s reply): Thank you for your response. I want to clarify that my concern was not about the excursion provider or the guides, who were professional and very helpful throughout the experience. My concern is specifically regarding the information provided by the hotel staff at the time of booking. We clearly asked whether swimming was required, as neither of us knows how to swim, and were told that it was not necessary and that the water would only reach chest height. While I understand the excursion is operated by an external company, the information we relied on came directly from the hotel representative selling the activity. Had we been informed that swimming would be required in certain areas, we would not have booked it. I did not raise the issue during my stay because the tour guides and other guests assisted us safely through the experience, and we chose to focus on enjoying the remainder of our vacation. My intention in sharing this review is simply to encourage clearer communication so future guests can make fully informed decisions regarding water-based excursions.

ענבל חייל

Our stay did not reflect the standards we associate with a luxury all-inclusive resort. Cleanliness in the common areas and in the room was inconsistent, and we often noticed dishes left in the hallways. At the pool, most seating was reserved for members, and assistance from staff was minimal. After raising our concerns, we chose to leave early We hope the hotel takes steps to improve guest experience and overall service quality.

Derek Lorbiecki

Wonderful resort, location, staff, food, and rooms, would recommend to anyone without hesitation. My wife and I had a great time relaxing by the pool or by the ocean on the plentiful recliners, while the kids really enjoyed the activities and being able to sneak up to the coffee shop for sweets whenever they wanted! Beautiful, clean grounds, and the staff were incredibly welcoming and fun! I liked that it was smaller than other resorts I have stayed at and felt far more relaxed than others. Special shout out to the staff at the pool bar and grill who were hustling all day and to Sebastian, the resort photographer who gave us the best (and most fun) family photos we have had in 25 years together. We have already booked our stay for next year!