The Fives Downtown Hotel & Residences

Ashley B

From the moment I arrived at The Fives Downtown, I had an amazing experience. The front desk staff was incredibly welcoming, friendly, and informative. They offered me an upgrade to a suite at a discounted rate, which was a great surprise and truly appreciated. Throughout my stay, the service was consistently outstanding. Every staff member I encountered—from the front desk to the pool area—was kind, attentive, and professional. The vibe at the pool was fantastic! The bartenders and waiters were friendly and fun, and really helped make each day relaxing and enjoyable. The location of the hotel is perfect—close to everything you might want to explore in Playa del Carmen, yet still peaceful and comfortable. My room was spacious, spotless, and very comfortable. Housekeeping did a great job every day, and I appreciated the extra bottled water they provided regularly. Overall, I had a fantastic time and would absolutely stay here again. Highly recommend to anyone looking for a great hotel experience in Playa! *edit - the pool attendant Jose was the best! Give him a raise and promotion!

Colin Phillips

First time visiting here was for their 2020 NYE celebration- Amazing time! Currently staying here for a week almost five and half years since December 31, 2019. Super friendly staff, very clean, everything is reasonably priced and transparent (no gross hidden fees!) The roof top pool/bar is incredible, and there’s always someone available to refresh your drink without even asking.. I would highly recommend renting a Bali Bed, the cost is 100% put towards your food/booze consumption. By far one of the best Hiltons I’ve ever stayed at- Although Paris is not involved with the Hilton Brand I know she’d be proud. Shout out to housekeeping, pool staff, restaurant staff and the Director (horrible with names, super cute/young and friendly guy!) Posting our picture from 12/31/2019 and will add another in the same spot 5.5 years later! Best hotel in Playa Del Carmen! 💜

Hunter Loving

We had a great stay. We had 3 rooms under our reservation with 5 people and everyone had an amazing time. The rooms were nice and staff were great. The rooftop has an amazing view and the staff is great. We definitely recommend the guacamole. Tomas and Josedir were phenomenal. Very attentive and helpful. Absolutely will come back!

Toye K

A nice experience ruined by disgusting customer service. We arrived at the hotel expecting a pleasant stay. However, when housekeeping found the mattress cover slightly stained with period blood, we were locked out of our room and the manager Renzo, tried to extort us out of $315 USD. To replace the sheets, he “kindly” (his words not mine) reduced this to $150 USD when I refused to pay this and threatened to take this from the card registered to the room. After speaking to him further this cost was reduced to $80 USD, as apparently these sheets were “premium” quality. Mind you at no point were we shown any official supplier receipts, just a fake excel sheet with itemised prices. Even when confronted with evidence of Costco supplying “premium” sheets for a fraction of the cost we were charged. Renzo remained devoid of any sympathy for what was a natural process that caused accidental and repairable “damage” and continued to hold our property and card ransom. He then doubled/tripled down on his nonsense by saying he’s taken $315 USD from 2 other couples that weekend for the same reason. When the payment was made (after maybe an hour of the extortion) we came up to find that the sheets had not been replaced with the brand new sheets we had paid for but with sheets with clear ink stains, highlighting that this hotel did not meet the “high” cleaning standards Renzo claimed they promote. This issue was raised to Hilton customer service who confirmed that this charge was not even made against the room so I can only assume that this has lined someone’s pockets… Hilton have now not responded for 36 hours. TL;DR Don’t go to this hotel if you have the audacity of having a period.

Clémence Desgagnés

My boyfriend and I spent one week in the superior king room and it was very nice! The service was perfect everyone was very nice! Arturo at the pool was the best!! We loved him so much and the other staff members too! The pool and the food 10/10 every time! The pool was not that busy, we didn’t need to reserve our chairs in advance. Also Lili at the reception helped us book activities and she was wonderful! Overall, super nice stay! We recommend!