Playacar Palace

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.

Olivia Dasilva

Overall, this resort was okay and disappointing for the price. The pictures make it seem much nicer than it actually is. It’s a small resort with not much to do, limited activities, a small gym, loud pool music at times, and most of the good pool chairs are reserved early. The food was underwhelming overall, though dinner service was excellent and the staff was very attentive and kind. We loved Momo and the hibachi the best! Resort credits sounded great when we booked but very limited on what you could use them for and came with extra fees. The beach is more for the view than actual use. We also had issues with poor communication, especially around a golf outing on my birthday where transportation details were never communicated, yet it was treated as our fault. While they rebooked us, we were still very disappointed that no compensation was offered. The resort is very clean, and it’s conveniently located near the main shops and downtown, which was a plus. Our initial room had no ocean view at all which is what we had booked so they had to move us the next day. Room service was great and they did make our anniversary feel special. The staff was truly the highlight of our stay, but overall this was not a five-star experience and did not meet expectations for the cost.

Elaine

We stayed here over Christmas break, and what makes this place wonderful is the staff. We travel often and have stayed at many all-inclusive resorts, but the service here is incomparable. Eduardo at the front desk was very welcoming, while Jesus enthusiastically helped us with learning about the resorts and the area. We did a bike tour with Erik ( Alejandro), and he exceeded all expectations, teaching us about the area and his culture with such passion. The breakfast buffet was fresh and plentiful, and Roberto would fill our coffee mugs as soon as we sat down, with a big, welcoming smile. The service at all restaurants was incredible, making up for the average food. I can't forget to mention the hotel lobby drinks, just delicious! I can't forget to thank Dulce for the most relaxing pedicure. Will definitely be back!

Ajay Singh

Stayed for 6 nights and 7 days , the resort is really nice and small compared to Riu or Ibrostar but the smaller resort was not an issue for us as it made it easier to move around with kids. The beach is basically non existent (feel free to look at the pics ) Location is great with downtown PDC in walking distance. Massage prices are right down stupid I. $700 USD for couples massage. You can walk out the resort and get a couples massage for under $100 USD. You also cannot use the sauna or steam room without purchasing spa services. The resort credits are a joke and honestly because of this I did not purchase there time share which is not a time share. I honestly would have but because of the nuances with the resort credit lead me to believe the elite membership would have similar stipulations in the contract. The food at the restaurant is great but the buffet is mediocre. All of the restaurants have an upcharge of something could be wine or lobster or ribeye steak. I paid extra for the lobster and it was cooked really well... The staff was great. My kids loved the play area and we even hired an external nanny service for $18 USD / hour . The entertainment was better than most other all inclusive resorts.

Jay Patel

This was a very disappointing experience and one I would not recommend to anyone. From the moment we arrived, things went downhill. Check-in took over an hour, which was frustrating, especially after a long day of travel. The property itself is quite old, poorly maintained, and has many slippery surfaces, which felt unsafe. The overall condition of the resort looked nothing like the photos online — those images are extremely misleading and make the resort appear far nicer than it actually is. As a vegetarian family, we were especially disappointed. This is an all-inclusive resort, yet the staff told us they could not really accommodate our dietary needs. That is unacceptable for a resort that claims to cater to international guests. Another major issue was the lack of direct beach access, which we did not realize until arriving. This alone was a dealbreaker, and again, the online photos do not accurately reflect this reality. We were so unhappy that our family of 12 decided to leave immediately and find another hotel. While the staff did help us check out, they were not accommodating or supportive in helping us transfer to one of their nicer sister properties and actively discouraged us from changing hotels. To make matters worse, we were charged a full night’s stay despite never setting foot in our rooms, citing a rigid and unreasonable policy. Overall, this was a very poor experience — outdated facilities, misleading marketing, lack of accommodation for dietary needs, and inflexible policies. I would never recommend this resort. Thankfully, we were able to book another hotel on our own — SLS Playa Mujerus — which was a true five-star experience with excellent service and was the complete opposite of Playa Car Palace in every way.