City Express Playa del Carmen - 77710 Playa del Carmen

Sold rooms they didn’t have today. There were lots of people, us included, that had paid for reservations and they said there was no room available. Total incompetence. Many people are frustrated and looking for a place to stay tonight. Prices are very high.

When we checked in, went to the room, their were no toilet paper, bedsheets / pillows had hair everywhere. The fridge was fogging up. We asked to change rooms, room was changed but no towels in the room. Breakfast is poor both in quality and selection. The food had flies on it. Coffee machine was a joke. Not even a 2 star hotel.

This hotel is a joke, the staff fight with you on how many towels you can have, they don’t even wash the ones you leave for them on the sink like they tell you to do they just fold them and expect you not to notice. Also the first night we were there during check in a group reported a robbery from their room which we also had an almost new pack of baby wipes stolen from our bathroom later. They have staff that clearly steals and they won’t do anything about it

They deserve zero stars. This hotel is not trustworthy. We booked through expedia and when we arrived they told us they had no more room and canceled our booking at 10:30 pm at night. We were left to find a new place to stay. We were one of half a dozen people who had booked a room and then were turned a way. Now, I'm trying to get my money back and they are telling expedia that I stayed there and they won't refund me my money. This was crazy!

Breakfast needs improving a lot, simply not good enough. Not enough variety. ALL front desk staff should be able to communicate BASIC things in English. They don't here.

Decent basic room. I was in room 302 with one queen bed. The only bad things were a couple of lights and adjacent outlets that didn't work and no hot water: not in the evening and not the next morning.

Nice location, walking distance to ferry terminal and shops, 2 coffe shops and 2 restaurants and a pharmacy in the property, walking distance to sams and soriana shopping center, on a 4 night stay AC was out for a whole day, and had a water leak on the toilet they didn't fix it just put lot of towels around it for 2 days and never was fixed, however pool is great could have been cleaned more often ( day before had a storm in playa lots a debris) but overall good place for what you are paying.

I requested a late Check-In and was sent a private message from the hotel stating that that would be fine. They neglected to inform me AT THAT TIME that their credit card machines had been down for 4 days even before my arrival, so once I arrived, I was told that I had to pay for my vacation stay in cash! :-O The problem was I don't carry cash like that, and if I wanted to, I would've been prepared with a heads-up. The manager stated that I could find another hotel, then ~ RUDE! I let him know that I would pay once I left back out (it was close to midnight) and he wanted to hold my passport or Driver's License as collateral ~ NOT! I gave him a work I.D. instead. I went online and paid through Expedia for my entire stay, as I wasn't comfortable going to obtain cash like that to pay for a 5-night stay. The machines never were working during my stay, so it seems like they were out for at least 9 days. BAD BUSINESS not giving customers a heads-up!!!! The room is almost exactly as pictured minus the rug; It was very clean, but upon asking for clean towels, we rarely got them when needed, and the cups in the cupboard were dirty with stains on them. The shower was hit or miss with hot water and drained very slowly. The breakfast was great ~ hot, plentiful, and good! The location was about an 8 min taxi ride from 5th Avenue, but hard to find for many taxi cab drivers. Nothing was nearby and taxis had to be ordered from the hotel staff. Overall rating ~ 3/5