Hotel Punta Esmeralda - 77717 Playa del Carmen

Very good quality for the price. We stayed here for three nights at the end of our 2.5 week trip. Rooms are spacious and clean, water was hot and the pressure was good. It’s about a 40 minute walk from the center, but we much preferred this quiet neighborhood for getting a good night’s sleep. Nice cafe called Roco’s a few minutes walk away that has tasty breakfasts and coffee.

I booked 2 rooms through hotels.com each with a balcony and several other features. We were given interior rooms and were told our rooms did not come with those features and that those would be extra. They did provide 1 refrigerator to be split among 2 rooms to at least address some of the shortcomings. However we paid for a class of rooms we were never given. Neither of our TV's functioned and the wifi was a bit on the spotty side. Perhaps if we were given our rooms our experience would have been different. I even showed the receptionist all the features the room was supposed to come with so they saw what the client sees while booking. It felt as if they didn't care since we had already paid ahead for our rooms (specifically management). I've traveled internationally for years and stayed in 100's of rooms. I am not that picky but I really don't think you should book here because you are throwing the dice on what room you will be given. It's a classic bait and switch. If I were running an establishment that showed incorrect amenities and room features, I would make it up to the guest and correct the issue. Management seemed more interested in telling me my room just didn't have those features and taking my $. Also we told the manager that our checkout would be early and he said he would show up. He didn't. Us and other patrons had to leave the keys in reception and just walk away. Attached find the splitting wall in my bathroom. Again please don't stay here.

This was a great hotel, the customer service was so good. We stayed in the room under the swimming pool it was a little loud at times but nothing super annoying. Out balcony looked out to the ocean which made it a great spot for me. The ocean this time of year is really heavy with seaweed so this place was just far enough we could see the ocean but not smell it. For me it was perfect spot.

They cancelled my booking.com reservation because of 'invalid credit card'. Turns out they don't take AMEX, only Visa and Mastercard. When I called the hotel to resolve the situation the lady that answered was indifferent and rude saying I need to resolve it with booking.com. They could have at least held the reservation till I got there and gave me the option to pay in cash or another card.

Beautiful small Hotel with lovely rooftop pool. The receptionist, Laura, was excellent, professional and really made us feel welcomed. Thank you Laura for your amazing exceptional service. We look forward to staying in your beautiful hotel again.

Amazing experience. I had the pleasure of staying at this hotel on many occasions. Very friendly staff. Great pool. And even Princessa, the hotel’s dog is super sweet. The best part is being a 5 minute walk from one of the best public beaches in the Mayan Riviera, Punta Esmeralda. I highly recommend this place to stay when in Playa Del Carmen

I want to give this place 3.5 stars. But you can't give a .5 here. I did enjoy my stay here in this modest hotel for a few days. It was further than the city center than I thought. But very close to a nice public beach. The wifi was a little sporadic. And I had to switch a few times to some others. Which was inconvenient. But the place is good all otherwise. Great for a short stay. The rooftop is awesome and so is the pool. The most unique feature is that they burn frankincense incense in the mornings when cleaning the rooms!!! Its the coolest feature I've never seen! Great front desk service too.

STAY AWAY - UNFRIENDLY SERVICE AND SCAMS We booked this place on Expedia based on the price and pictures. From the photos, looked like a nice little place on the outskirts of town. We’re one night in and oh boy were we wrong. Where to start: The room: Looked nothing like the photos. Bathroom was dirty and shower doesn’t drain. There is limited hot water, so showers were not enjoyable. No safe to keep your valuables or hangers for your clothes. The service: Staff have been very dismissive. Ask for extra towels, told no. Ask for another key, told no again. Ask if there’s anywhere we can keep our valuables, nope. Noise: The noise from the house parties across the street kept us up all night. Not to mention there are barking dogs 24/7. SCAMS: While the things above were annoyances, this is what really threw things over the edge. I asked the lady at the counter how much it would be to rent a bike, she quoted me 50 pesos. After she let us “try” the bikes, I was told 200 pesos! While I was okay with paying that price, the dishonestly was what really disappointed us the most. Not to mention the bikes were in very poor condition. This includes rusting bike parts, a bike bell that doesn’t work and seats that’s don’t adjust, which all adds up to being very unsafe riding through the streets of Mexico. The dishonestly of the staff combined with the fact that there’s nowhere to keep our valuables really made us question if we could trust the staff. When it comes to our stay here, it ended up being a combination things that really added up. We wanted to like the place and tried hard to give it chance, but the dismissive service and dishonesty from the staff left a bad taste in our mouths. We will be searching for another place to stay for the rest our vacation and would recommend you also look elsewhere.