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Reviews (5,398)
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1,649
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Show reviews that mention
All reviewsnico's barterraza grillitalian restaurantthe ice cream parlorswim up barsmall resortjungle settinggated communitynachosother resortsgreat beachall inclusive resortplenty of chairsbuffet foodentertainment staffgrounds are beautifulcab ride
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Reviewed December 22, 2017

Spent a few days earlier this month. Our thoughts are as follows
1. Room....very tired and old. Bathroom door broke, ie you could not get it or out, air conditioner noisy. Needs work period
2. Pools. Two pools, both nice and pleasant. Good service at the swim up bar.. Not top shelf alcohol, but ok
3. WIFI....had to pay for it. First hotel in a long time where we had to do this
4. Restaurants
Breakfast you cannot ruin, and they didn't. Service good

Buffet cold and limited selection
Italian/Spanish restaurants. One of them was closed while there. However both menus were available. Both good, service good and reasonable wine selection at reasonable prices for purchase

5. Beach. Is fine. Sand OK, ocean good to swim in, but no snorkelling
6. Entertainment. Was OK. Upstairs bar had reasonable.
7. Garden. There is a beautiful garden with full canopy. Really good. They serve coffee/high tea in the afternoon. Highlight of the hotel
8. Other. You had to PAY for expresso latte or cappuccino. Insane!!
They have their club where members get better sun loungers, upscale alcohol etc. Makes you feel like a second class citizen

  • Stayed: December 2017, travelled as a couple
    • Location
    • Rooms
    • Service
Thank wickit542016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheReefResorts, Brand Executive at The Reef Playacar, responded to this reviewResponded January 10, 2018

Dear wickit542016,

We would like to take this opportunity to thank you for your review and for giving us the opportunity to welcome you the past days.

We greatly appreciate your comments about aspects of the room that need updating. It is a pleasure to announce that we will be implementing many of these upgrades to the property within the next couple of months and that five villas had already been remodeled. In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere.

Regarding your comment about the wi-fi we would like to mention that, as we have accesible rates, we thought it would be important to always give our guests different package options for them to choose from depending on what they consider it is better. We have three different packages: Standard package, Superior package and Premium package. Please note that the Premium package offers the most amenities and benefits such as the wi-fi. All the other Packages will have a surcharge for the wifi service and it will cost 7 USD per day by purchasing it for your entire stay.

We are pleased to know that you enjoyed our delicious food. Indeed, we make every effort to provide a wide choice of dishes by offering an assortment of restaurants, a la Carte Italian and Mexican as well as the buffet.

Our Italian restaurant was closed because it was being renovated. The hard work that was put into it really shows up and we hope that you can come to visit it soon.

Regarding the coffee offered at the lobby bar and at the restaurant please let me inform you that the lobby coffee machine is a Nespresso and it has capsules of coffee while the buffet just has the traditional coffee machine that does not require capsules. This is the reason that we charge a little fee for the Nespresso coffee. For the prices we charge in an all inclusive package are not a luxury 5 star level to offer Nespresso coffee but since there are many people that like to drink the strong branded coffee we offer it at a small fee.

We hope to welcome you back to our hotel.

Kind regards,

Micaela Castilla
Brand Executive
socialmedia@thereefresorts.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed December 22, 2017

That was our 7th time in The Reef Playacar . Wee love everything about this charming place. The location, the beach, our everyday walking trips to Avernida Quinta, design ansd look of the villas, the team providing impecable servicee ansd sincere hospitality. Food was exceptionally good this time - more fresh fish and seafood choices.
Bye-bye, Thee Reef, till next December...

  • Stayed: December 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank manuelsO1365NG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheReefResorts, Brand Executive at The Reef Playacar, responded to this reviewResponded January 3, 2018

Dear manuelsO1365NG,

Thank you for the trust you gave us for choosing our hotel once again as your holiday destination. We were very happy to welcome you here again and to provide you the courteous service you deserve.

Indeed, our wonderful position in Playacar allows us to provide unique and recreational vacations. It is a separated, safe and quite neighborhood, which is surrounded by nature and only a few minutes far away from the heart of Playa del Carmen, the 5th Avenue.

We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences.

It pleases us a lot to know that you enjoyed our delicious food. Indeed, we make every effort to provide a wide choice of dishes by offering an assortment of restaurants, a la Carte Italian and Mexican as well as the buffet.

We are thrilled to know that you will come back and it will be a pleasure to welcome you next December.

Kind regards,

Micaela Castilla
Brand Executive
socialmedia@thereefresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed December 21, 2017

it's the first all inclusive I see that charges you for a cappuccino and the a la carte restaurant. also the buffet food was always cold. not impressed with that at all.
otherwise the service was good

  • Stayed: December 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank D3454MXsarah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheReefResorts, Brand Executive at The Reef Playacar, responded to this reviewResponded January 10, 2018

Dear D3454MXsarah,

We would like to take this opportunity to thank you for your review and for giving us the opportunity to welcome you the past days.

Regarding the coffee offered at the lobby bar and at the restaurant please let me inform you that the lobby coffee machine is a Nespresso and it has capsules of coffee while the buffet just has the traditional coffee machine that does not require capsules. This is the reason that we charge a little fee for the Nespresso coffee. For the prices we charge in an all inclusive package are not a luxury 5 star level to offer Nespresso coffee but since there are many people that like to drink the strong branded coffee we offer it at a small fee.

We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences.

We hope to welcome you back to our hotel.

Kind regards,

Micaela Castilla
Brand Executive
socialmedia@thereefresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed December 20, 2017

The facility itself is very nice, rather small, with nice pools, bars, 1-2 restaurants. The associates at the pools and restaurants are great, but the Lobby staff is not. We booked through a 3rd party and felt alienated because of it. Whenever we would go to the lobby with questions/concerns, they had their head down into their computers and after 2-3 minutes without acknowledging us we would eventually speak up but felt like we were inconveniencing them. Typically a business makes sure the employees who have the first interaction with a customer are the best, as it sets the tone for the entire facility, but that is not the case here. They messed up our reservation somehow, thinking our check-out day was 3 days earlier than it was actually scheduled for, so for the final 3 days they continued to ask us to checkout and forgot to service our room. Then, each day when we would go to the lobby to rectify the issue with a copy of our confirmation # and reservation, they refused to take ownership of the issue and apologize, and instead made it seem like it was our fault. We spent 30+ minutes each day of our vacation dealing with this. Also, they don't include free WIFI for all guests, which is unheard of an all-inclusive resort... And if you want to use their business center, they will charge you an hourly fee. Also, if you want to drink wine with your dinner at the restaurants, they charge the cost of the bottle to your room (again, unheard of from any all-inclusive resort I've been to). They find a way to nickel & dime you throughout your trip after already paying good money to stay there and tip the friendly bartenders and waiters. I was hoping they would maybe waive some of these fees for us due to the issue with our reservation, but no, during check-out they, once again, made sure to let us know that it was our fault for the issue (even though I provided them with a correct copy of our official reservation multiple times).

Honestly the resort is pretty solid if it weren't for the pitiful front-office staff and all the extra costs along the way.

  • Stayed: December 2017, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank chingle9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed December 19, 2017

Great vacation but service not as good as previous years seemed short staffed. Nicos bar didn’t seem to have a bar tender half of the time. And there shouldn’t be any kids down there or in hot tub keep at least one area kid free. Thanks

  • Stayed: November 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank 346elainab
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheReefResorts, Brand Executive at The Reef Playacar, responded to this reviewResponded January 10, 2018

Dear 346elainab,

Thank you for the trust you gave us for choosing our hotel once again as your holiday destination. We were very happy to welcome you here again and to provide you the courteous service you deserve.

We appreciate your suggestions and we hope to welcome back to our hotel.

Kind regards,

Micaela Castilla
Brand Executive
socialmedia@thereefresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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