Name: Hotel the Palm
Address: Calle 8 Nte Mz 29-Lt 5, Centro, 77710 Playa del, Playa del Carmen, Quintana Roo, 77710, Mexico, Calle 8 Nte Mz 29-Lt 5, Centro, 77710 Playa del, Overseas, Mexico
Rating: 3.9

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All reviews

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Awesome location and for those that like the night life, super close to the bars and clubs. Convenient location and depending on the room, you can avoid the rooftop and outside noise, just ask.

Great location, right in the heart of 5th Avenue. Staff were lovely. The pool was amazing. Highly recommend this hotel

The service was good. I had a good time staying there. I also enjoyed the the roof top swimming pool.

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Where do I start! I booked this hotel based on the good reviews! On arrival at the hotel I was told check in want until 3, and the room wasn’t ready. I had no issues with this as per the check in details. I was told to place my luggage in an insecure room and I wandered up to the pool area, which seemed lovely on first impressions. I wandered out of the hotel and grabbed some lunch to return at the check in time.  On returning to the hotel, there were three guests together clearly having check in issues and were refused a key card each.  We checked in and was given a key card for room 010 with no explanation, the member of staff could not speak any English and the security guard pointed in the direction. I had booked a suite. This was the best accommodation on offer. What I was greeted with was vastly different. It was dark, smelt musty, the bedroom was on an internal corridor with no natural light, the terrace overlooked reception and you could hear everything. The bed linen was stained and covered in hairs with the audacity of a note saying charges would be incurred for any stains. We immediately complained and the receptionist was clueless and unable to help and couldn’t understand us. A member of staff from the tour table assisted and we were informed that there were no alternatives until tomorrow. Although we weren’t convinced by this.  We didn’t unpack and went to the pool area and after having to request pool towels which were old and stained we ventured up. The pool area wasn’t busy and beds available, although the beds were old and d falling apart and only 8 in total. You had to arrange your own umbrellas which were a mish mash and some broken. Sophia at the pool was lovely and obliged during happy hour. We were informed that the hotel had recently been taken over and the pool bar had separate owners.  The next day we attended reception at the requested time and we asked to views before moving, this caused some issues and they agreed. The room was 101 and was much better in comparison, although basic furniture and the bathroom was dirty but the linen was cleaner and the bed wasn’t broken like in the first room.  The standard of cleaning was poor and staff would often have small children in the bottom of the cleaning trolleys whilst working.  The pool towels were never changed and it was hit and Miss whether you got enough towels in the bathroom, along with toilet roll and without telephones in the room you had to visit reception. There was no hairdryer and water only given on first day.we did laugh when a note was next to say we owned mo way for stained items. I was ready for an argument on check out but it never happened and no money was requested.  The hotel is in a good location for 5tb Avenue and has the potential to be so much better

TLDR:  Don’t. Just don’t. Save your money and sanity. Don’t go by the recent reviews, there was a change of management and it’s not the same.   This is my 3rd time at the Palm and I’ve never been so disappointed. (Stayed in 2022 and  2019).  If you’ve been to the Palm before and are looking to rebook, it has drastically changed so spend your money elsewhere.  I came to spend 7 days in playa with my sister. We’ve never had such a disappointing experience in Mexico.   Issues:  No comforters in the rooms. We had to practically beg to get a fleece blanket because they only provide thin sheets and we were very cold. We were told that comforters and warmer blankets were reserved for suites and as we only had a premium room we couldn’t have one. Only after asking three times and pressing the issue did we get the additional blanket.  No hair dryers in the room. Had to beg along with the blanket.  Have to leave a 200 pesos deposit or a piece of ID to get pool towels… We came to playa to vacation and see my brother as he lives here. The hotel refused to let him in to see us, going as far and the security chasing us down with his baton. We were told that their rule is no guests… The sink was leaking so we went down to reception (no phones in rooms). It leaked all over my makeup bag and soaked all my brushes with sewage water. A guy showed up with his iPhone flashlight who didn’t speak a word of English, looked around a bit and announced “listo” (it’s fine). He needs to come to mine to fix things because this man is magic.  The staff doesn’t speak English so communicating when there’s issue is very difficult…and there’s a lot of issues.  The music on the roof is a vibe killer. Loud party music at 10am…90’s American pop style blasted.  The hotel used to be adults only. Not anymore. Between the bad music and the kids screaming…the vibe has definitly changed.  The pool used to be open to everyone with a minimum spend. It was a great way for outside people to come in and experience the Palm. We’ve met some amazing people in the past here who then came to book here. Considering point 3 (the security guard and his baton) this is clearly not a thing anymore.  The soap doesn’t lather or wash. It does nothing. I’ve never met useless soap until today.  They just stopped providing us with water and coffee on the second day even though it’s an room amenity. We had to go down twice to ask for it.  My second sister came to visit for a few days so she paid 600 pesos a night to stay in our room on our day bed. We had to beg for pillows, sheets, a blanket, an extra coffee mug and a water bottle. We only got the one pillow and a set of thin sheets.   All this to say, The Palm at Playa is no longer our go to spot in PDC. This is the end of the Palm that we used to know. Time to discover what else playa has to offer.

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Discover 103 Hotel the Palm reviews, rated 3.9 by real travelers on Trip.com. Explore what previous guests loved about the hotel, including its services, amenities, location, rooms, and more!

Hotel the Palm Reviews: 103 Verified Reviews Latest 2024 | Trip.com

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