The Fives Downtown Hotel & Residences - 77710 Playa del Carmen

I love this hotel. It's my Playa del Carmen home. Most of the staff is warm, gracious and truly hospitable. They are like extended family. There are 4 turtles that reside in the lobby. They are just a engaging as the staff. I look forward to the spa. The Marley coffee shop is great. The rooftop restaurant is an amazing place to watch the sunrise. I love accesibility to shops, authentic restaurants, clubs and the beach ! Security is great. I have nothing bad to say. Cant wait to get back !

UPDATE: Thank you Alejandra for your professionalism and efforts to try and make our stay a better one. We do appreciate it. Updating to a three star for your efforts. ORIGINAL: I am currently staying at the fives downtown, it's 11:50PM and the staff is still moving furniture around the pool and bar area that was supposed to be closed at 10. Needless to stay, my family cannot sleep. Do not stay on the 4th floor no matter what they say the hours are. Also, when we checked in we were not greeted by a hotel worker but rather someone who sat us down for 15 minutes to sell us on a timeshare. After a 14hr travel day this is the last thing you want. I expected it but at least let us check in. When we were able to check in the only thing the person at the front desk did was try and sell us on an upgraded room. No welcome, no information on the hotel, the food, how anything works, etc.. just that we could pay extra for "the only room available for upgrade". Sorely disappointed in our experience and I cannot recommend this hotel experience to anyone.

The music stays on til 10 pm and it’s so disturbing. I feel like I’m at a damn Rave! I’d love to sleep early to get up early. Not going to happen! I asked them to play different music during the day since it’s so loud while you are trying to enjoy the pool. Nope. It’s new management and the food isn’t the same nor the staff. I will NOT stay again and I will NOT recommend it. The prices are higher as well. It’s totally not worth what I spent!

Our experience at the The Fives was superb. They are losing a star because we did not enjoy the food at the hotel. They are great food options around the hotel. The breakfast is decent. The hotel is beautiful and the staff are very helpful. Jose was great during checking and very accommodating. The hotel is conveniently located.

I give it 5 stars just because the front desk lady (I believe her name is Natalie) she was amazing always smiling and made us feel like home. Every issue we had , she was immediately on top of it and resolved it ! Nice pool! Great breakfast.. rooms smelled weird - probably need to service the ac

Decent hotel, barely stretches into the 4 star category IMHO. Location is good. Definitely some quirks and deficiencies with the hotel experience. Guests are expected to pay for access to a lounger next to the main rooftop pool. They can use the other pool without paying extra. When you arrive they'll mention a "welcome gift", be careful with this as it's actually a disguised pitch for a time share investment and you won't know until you are sitting down with the sales person trying to pitch you on an "investment" in an increasingly unstable region of Mexico (QR). This pitch will waste your time and energy unless you are in the minority actually interested in purchasing a timeshare in Mexico.

LOCATION, LOCATION! Just steps from Fifth Ave. shopping & short walk to all of the great restaurants and beach! We found the staff to be very friendly and rooftop pool/bar area very relaxing with beautiful views! Great massages at the spa, highly recommend! Travel tips - the location is super noisy, audible music and drumming all night long from a 24 hour establishment nearby so do bring high quality earplugs or choose a more remote location. If you can tolerate the noise it's super convenient for great food, shopping & strolls on the beach! BIGGEST CHALLENGES were check-in and noise! We travel quite a bit and this was the worst check-in experience we have ever had. The staff was very confused, it seems to stem from a lack of communication between their various systems as reservations can be booked through the Fives, Hilton, and Interval International and likely others. We had booked a 2-bedroom residence several months in advance and pre-paid the resort fee via link sent to us by the Fives. They had no record of our any payment and tried to charge us again, I had the receipt and was eventually able to resolve. Upon arrival, they did not have the room type we had booked and tried to give lesser accommodations and no credit, it took several hours and involving management to get it straightened out. We had a separate future reservation with cancellation up to one day prior to check-in, tried for weeks to cancel by calling and emailing the Fives with no success, finally on-site a supervisor was able to get it cancelled.

We had a day ticket for the roof terrace with pool. The roof terrace is very nice! Great view! Unfortunately, the music disturbs to relax, very loud and deep not our taste. Chill music would be more appropriate. Also we find it sad that the bar still uses plastic straws. Environmental protection does not seem to be important here. The pool water was not very clean and a used mask was floating around. Our waiter was very nice and attentive.