Hacienda Real del Caribe - 77714 Playa del Carmen

Be careful when booking online. We paid extra to get the room for 4 but as soon as we arrived they asked us to pay even more for the extra beds. We explained that we had the room for 4 and they did cancel the order but as we were about to pay, they put hidden fees which amounted to an additional 1000 pesos! Like we were already paying extra just to get the bigger room but they still want more! After that we were out in a heartbeat 100% hassle and they will squeeze every penny out your wallet if possible. Never coming back and will advise others to stay away

The quality of the Internet is not acceptable. I suppose I had the worst Internet ever. Impossible to book our bus tickets, or make online check-in for the flights of my family, because I got permanently disconnected or the pages stuck. In the end I had to go to the bus terminal, in order to book our tickets half a day before traveling. - Next: Breakfast was supposed to be included in the room rate for 2 adults and one kid. We were supposed to get tickets for the breakfast at check-in, which we did not. So the first morning sitting at breakfast, the waiter asked us for the tickets. So I had to get up again and go to the reception and ask for the tickets. The receptionist - very unfriendly - told me, that we qualified only for 2 breakfasts per day, which I denied, but he insisted and what ever I explained to him - he refused to accept a 3rd breakfast for our party. It was a bad and rude discussion and I finally had enough and left with just 2 tickets. We made an order from the a la carte menu for the 7 year-old, knowing, that we had to pay for it. The moment we received our breakfast, the receptionist showed up, telling me, that he was wrong, and we were supposed to get 3 breakfasts - I didn't want to talk to him anymore, being so rude before, but he did not even want to accept this and wanted to talk. I asked him, to leave us alone, but he wanted to discuss this issue - it was unbelievable! This person was so un-professional! Plus: You must sign for several things (like towels, remote control and more) but I had to ask 5 times to finally get the towels, or twice for the remote control. As you have to sign to pay a fine if not returning towels in good conditions, there's nobody at check-out, who's willing to confirm, that you returned your stuff clean and working. So I had to male pictures of me putting towels and remote control on the reception desk . I know, that you should not expect too much, if you pay low prices, but these are issues, that should be OK even with very reasonable rates. - Without these issues I would have given a good reputation, because the value - price to quality could be perfect.Location is great and the hotel is clean.

Very unpleasant experience. Since we came as a group, most of the rooms have bad smell, usually on mold. Rooms are also fuggy. Wifi is terrible and you can't even reserve online ticket with it. That wasn't the worst part. Service is even worse. We dont get clean beach towels although we are obligated to return them every night before 10pm and take them again tomorrow. Also we had argues with the stuff of hotel because of their non-existent rule that we are not allowed to stay at the hotel yard after 9-10pm (while 2 drunk local guys were playing music at 1am night before). They lied to us that they will call police and forced us to go to the rooms or outside of the hotel. We were only talking quietly and not causing any trouble in the yard. I hardly recommend to everyone not to risk your luck and your vacation time with this hotel.

Here goes my list of complaints: 1. A/C broke four times. Imagine sleeping without A/C for 4 nights 2. Hotel almost never had clean beach towels 3. Wifi is super slow 4. In the hotel restaurant some waiters charged 15% tip without asking 5. The outside noise feels too loud in the room. Good luck to try to sleep before 2am.

Awesome. Best value for the money (got a good deal from Tui.com). Clean, very charming building, great location, good service. Had a great stay. No problem with air conditioning nor hot water as mentioned in other review. Noise didn't bother (if you want to be close to 5th Ave there will be some noise till late, but almost couldn't hear it with air conditioning on).

Stayed here for two months. The most helpful staff. Close to everything. Good restaurants close and two blocks to beach. One block to everything that anyone in Playa would want. Beautiful pool area. I hope I get his name right, Brady front counter staff went beyond being helpful to me. But all the front counter staff and the security staff were exceptional. Can’t wait to go back and will be sure staying here again.

What a gem! Stayed two weeks at this Mexican-style hotel right in the middle of all the action. It has a beautiful courtyard and well-appointed rooms. There were a few issues with the room phone, the TV service, and the hot water, but for the price this was an excellent option. Evening reception was particularly helpful.

Overall Nice stay at Hotel Hacienda real Caribe. My 3rd floor room was clean, comfy and quite spacious. The air conditioner worked fine. The full size bed was decent for a good night sleep. The room was a bit worn, but nothing major to complain about The staff were mostly friendly and helpful. They did their best to fix any concerns. Their English speaking skills were limited though The hotel grounds/pool area nicely manicured and kept clean. The noise level seemed to be kept under control. The hotel is centrally located within walking distance to all sorts of restaurants, bars, 5ta Avenida, Beach, Bus Station, Ferry to Cozumel and most things travelers seek. The Area felt safe at all times. The price was reasonable and I would stay there again