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The staff were incredible.. Beautiful resort, good good options Horrible Horrible Smell from ocean like sewage. It was extremely hard to enjoy the beach. No eating at the pools
Staff very kind and courteous. Animation team is so fun. Wish it was less expensive.
Everything. It was amazing.
Food, service, entertainment. Everything was perfect in my opinion. Nothing
Amazing...and I always choose 5 star resorts. One of the best I've ever experienced. The hotel should do a better job of explaining all there is to offer and an initial tour...it really has excellent offerings, but we had to navigate/learn a lot on our own. It would have been helpful to have more information upfront.
Our room was gorgeous Shows were great Food was great Loved how we could walk out to 5th Avenue Most of the staff was friendly Beach was well kept Pool was freezing I felt like they were always trying to sell something to us Small pool Crowded beach Beach chairs were old- they need some serious updating!
The service, food, and location were excellent. The staff were genuinely happy to be of assistance and always greeted us with a smile.
This was one of the best all inclusive properties I have been to. Room, staff, food, pools, bars and entertainment all were amazing. I loved the hydro therapy as well. Plus, as a bonus, the front door was right on 5th avenue, allowing us to shop, go to bars and grab off resort food. If you are looking for a chance to get both all inclusive and experience Playa Del Carmen, I highly recommend the Royal! The beach was horrible - rocky and full of seaweed. However, as I personally hate sand and salt water, this did not bother me in the slightest. This actually made my stay better, as we stuck to the pool, bars and 5th avenue.
The only thing that was lacking in quality were the bed sheets. For a 5 star resort the sheets were old and covered with pill balls. Also I don't like the fact that people get up and "save" chairs early in the morning without even sitting there during the day. The system should be when you leave the lounge chair you take your saving towel so someone can sit there and use the chair. Most of the time there were approximately 2/3 of the chairs empty just being "saved". This is not necessarily the fault of the resort but of people just being rude.
Parts of the grounds were very stinky
We thoroughly enjoyed ourselves at this luxury hotel. The facilities and staff were amazing. We will definitely be going back!
Except for the issue of being booked in an unpreferred room type with two beds instead of a single (king or queen), all aspects of the hotel were wonderful. The hotel staff were so kind and always came by to ask if we needed anything. The tours arranged by the hotel were fun. The variety of food options was plentiful. The beach was clean and quiet since we were at the end of the hotel 'zone'. The hotel was within walking distance to shops on 5th. No taxi needed. I highly recommend this hotel for couples, not necessarily for families.
I had my wedding at this resort 10/27/12 and everything went great. We were upgraded to the honeymoon suite free of charge from the concierge room. The staff was very friendly and helpful, rooms were clean and all faced the ocean. The beach was beautiful and eventhough the resort was next to the pier where the ferry for Cozumel leaves the beach wasn't too busy. The only down side is the entrance of the resort doesn't look that impressive but everything else was.
Location Bed was bad
We loved almost everything.The sevice,food,drinks,entertainment were great.The only thing that wasn't, is that we were to have a deluxe room with a resort view.Instead we got a room that construction and junk below our room. We were told there was no room available but they would tell us if one did. They never did.Later we found out the Hotel was only 60% full. I guess we should have complained. I would tell friends about this place and would go back again.... Besides the room placement very Happy with this place...
Location - close to downtown Carmen Pool some staff Standard rooms are closets food was not impressive and repetitive low shelf alcohol for the price we had a lot better
Everything, was nice! access to the beach you could improve
Location The rooms were musty smelling. By the end of the trip, everyone had runny noses from what was most likey mold causing the musty smell. Service was terrible, I understand nothing happens quickly in foreign countries, but they were not helpful and didn't care, unlike other all inclusive I've been to in Mexico. The AC in one room did not work, they didn't not want to move the people in that room to a new room with working AC and instead said "Oh, it's working, you have to wait until the sun goes down for it to cool off." Really? No beach side drink orders, you have to go to the bar yourself. Food left a lot to be desired. The Mexican restaurant did not have AC and when we requested to be moved closer to the patio to feel the breeze, we were told no. There were only three other parties in the entire restaurant! I would not recommend this resort.
The room was cleaned and made up very nicely each day. Different animals made out of the shower towels were placed on the bed each night. The food was not up to the usual standards for a hotel of this price range. Spent a lot of time pushing time share options....
Generally it was clean and the booze was of good quality. No beach, poor service, resort smells bad and the food is not very good
The all inclusive nature was great, the staff were fantastic. The wine
The hotel has en excellent location. However the frontdesk staff was terrible. They were unfriendly and not interested in helping out. When we asked them if they could get the doorman to find our luggage as we had stored them there after our checkout they told me to find him myself. This hotel is vastly overpriced!
Character, location, excellent restaurant, friendly and efficient reception staff, secure parking Hard, uncomfortable beds and pillows
The hotel was very good for a one night stop waiting for entry into our resort. Good location, clean and safe. They offered a continental breakfast. It included coffee and orange juice which was good. The only other thing offered was two slices of white toast - there was not even an option of whole wheat bread. Very disappointing for the price paid for the room.
Rooms spacious...Hotel only 1 year old, so obviously in good condition.Pool was well-kept with garden-like atmosphere. Certain rooms were facing out towards very noisy bar scene street. Staff accomodated us by making upgrade room change at no extra charge.
The people were quite friendly. The rooms were very clean and maids were excellent. The pool area was beautiful. There was a mix up with our reservation because of a late check in even though we had advised the hotel of this ahead of time. We did get a room, and despite being charged the price we were quoted, it was not the room that was described. We booked a deluxe and the room we stayed in did not have all the amenities of the room we were supposed to get.
Excelent location, nice hotel compared to other similar rate hotels 1. The rooms are very noisy. 2. The room key got deactivated everyday. 3. There was no "Privacy Please" card so every morning we got waken up by the cleaning lady (even though we asked not to). 4. AMEX is not accepted
My friends and I love it so much we are planning another trip there sooner than we hoped, we enjoyed everything and every minute of our stay there. It is an unforgettable experience.
The pool area was beautiful & very clean. The hotel was only two blocks from the beach and one block from 5th ave, bus station within walking distance. It was a wonderful experience and we would certainly return!! wish they had a book telling you about your surroundings, what to see, where to eat etc.
its position close toeverything and the peace and quiet once youwere inside the groundslike an oasis of calm it would benice to have a small communal lounge where guests could sit in the evening for a quiet drink and chat
Quite around the pool during the day, outside noise sometimes at night. No facilities at all, this is really not a hotel but probably a good class motel.
The location of the hotel is the selling point. It's right in the middle of all the action and surprisingly when you walk into the courtyard/pool area, it's very quiet considering how loud and busy the streets are outside. Unfortunately, that can't be said for the rooms. The staff is also very nice and the food is good and priced reasonably as well. The rooms are extremely loud from both the outside noise, and the noise from the AC. While the staff is extremely nice, they have limited English proficiency and for some reason there are no phones in the rooms. The overall cleanliness of the grounds is nice but the rooms themselves are not. From the sheets to the toilet/bathroom and even walls, you can tell there is little time spent cleaning the entire place.
The location The smell that came out of the shower..a chimical smell..we change a room but the smell didnt go-we took a shower at our friend's hotel..the hotel service told us that that we must talk to booking and not to them..terrible experience
service at the beach was also excellent!! Thank you!
Unfortunately due to the rudeness of the staff and an additional nightly cost we were unaware of, we only stayed one night out out of the original scheduled four. The hotel was in a good location, but were overall very unimpressed with the hotel, so much so that we forfeited more money to cancel our booking and check in elsewhere. We did not end up staying longer than one night as our booking was not what we thought it was. The front desk staff were unaccommodating and unhelpful.
THE HOUSE CLEANER STOLE MONEY!!!
The hotel staff & I liked the idea of no children allowed.
The location was excelent, in the hearth of the city; great relaxation atmosphere and good food.
Location was great. Pool was nice and well kept. It was very run down, things falling off of the walls, fridge broken, no hooks nothing to place your stuff on. The staff was useless when it came to information or anything related to "service". Absolutely no lighting there were waterbugs in the room on the night of check in. Shows a lack of service if on the first night the room wasn't looked at. not to mention you actually had to pay $3 a day for the safe!
Romance feeling of the hotel.
The shower area was beautiful with two ceiling shower heads. Unfortunately, the showers had no hot water. We reported it to the desk at 8:30. We then went for breakfast, then shopping. When we returned at 11:15, there was still no hot water and we were checking out at noon. Upon checkout, we again complained. The front desk staff said they had someone check it out and it was working okay. It definitely wasn't since on shower was turned to cold and the other to hot. Maybe a 5 degree difference. Lots of apologies, but no offer of compensation I've stayed over 600 nights at Marriott hotels, over a hundred at Sheraton hotels. NEVER have I been treated this way over a mechanical problem. DON'T stay here. Lots of glitz but no real concern for the guests and their comfort.
Pros: Very friendly staff, great location, nice rooms, good breakfast and good price! Cons: No internet in the rooms, which for us was very important! Wifi is very bad
If you are looking for a disgusting two star motel, that has the trashiest, dirtiest drunken and loud slobs around, you've found your place. This is at best a 2 star motel. For how much they charge, this is despicable. The hair dryer is the ones on the wall you would find in a 2 star motel, all bathroom toiletries are unuseable and smells really gross. The bed is hard, uncomfortable and wrapped in plastic. There are weird stains on some of the pillows that was really disgusting. There IS no service, and it's really bad when they tried. Management must be awful. Every single time I've asked them to clean the room they had not, and house cleaning managed to try to come into the room to clean every single day for the week i was there for the 3 hours during the day I am actually in the room, all at different times, it's actually remarkable that they managed to do that. Hotel WILL CALL PRIOR TO CHECK OUT TIME TO BOOT YOU OUT. It's very possible that there are prostitutes at this hotel or this is the hotel that local mexican men bring their low end escorts to. Also very dishonest, tries to charge 2-3 times the rate available online, and then when you're about to book, they will then offer to match the pricing, you're better off not booking through them directly to make sure you don't get screwed. Overall, this is a run down, trashy motel that is not worth the money. You will actually experience 4 star or higher service at any of the other hotels in a similar price range including be playa, artisan, or any of the major hotel brands.
Staff was prompt to correct issues Would of liked a little more excitement going on balcony with pool ementies, but then I can understand time period of my stay.
The outdoor space, the service and breakfast. The outdated room and damp smell in it.
The location is half a block from the beach and half a block from 5th Avenue. Our room was quiet, clean and comfortable. The AC was great. The shower was hot and had good water pressure. The beds were comfortable, and the housekeeping was great. As soon as we arrived Fanny was at the front desk and we saw her every evening. Her friendliness was so genuine and we loved seeing her and we came and went about our day. She even gave us a wedding gift as she knew we were moving to a resort to get married after our checkout at Illusion. We had the breakfast included package, which was a simple continental spread with an amazing fresh fruit bowl each day. We paid a couple extra dollars to order some eggs off the menu, which was great value. Our server each morning was Alberto who was always so friendly and attentive. Carlos, the concierge, was great at booking us some excursions as well as making some recommendations for a few restaurants to check out off the main strip. Would stay here again when returning to Playa del Carmen.
Good breakfasts available from the hotel restaurant. Price was only $3.00US for anything on the menu. The room needed routine maintenance. Light bulbs out and not replaced, missing shower door, shower head was broken and not replaced until 3rd day. The view from the roof deck is awful due to construction going on all around. The staff is given little authority to make simple decisions. For example, there was a mix up about our breakfast charge. Instead of being able to correct it immediately the staff had to call the manager at home to get his ok. I can't imagine what would happen if there were a real emergency!
This was our second stay at Illusion Boutique Hotel. After a year away, it was nice to see familiar faces at the front desk as well as re-connect with the hotel Manager, Yesica. We found birthday and anniversary "surprises" in our room on more than one occasion and always had warm and friendly interaction with all staff members of the hotel.
Location Where do I begin. We first checked in and David said our reservation was cancelled. When we finally got our room, I wanted to shower since I had been traveling since the night prior, no hot water. I called and David said it was being taken care of. Ok. I took a cold shower. The next day, the water was hot, and all of a sudden there was no water! The next day, my friend was in the shower, the water stopped coming out. Called again to get it fixed. Water starts again , my friend jumps back in to finish up her shower, Brown dirty water comes out. I fill up a cup of the dirty water and take it down to the front desk. He takes a picture and sends it to his manager. Maintenance comes and fixes the problem. We were then promised that the manager would speak to us t be following day because she was not there, she was at the sister hotel down the street and was getting ready to leave. I asked to be moved to a different room, no other room was available because the boutique was under construction! He offers two rooms on two different floors. I asked to be moved to the sister hotel, he said no rooms were available. So we were stuck in this dirty hotel. The next day, I ask to speak with the manager, "oh she's not working today it's sunday". Really??? Our last day the cable goes out and nobody can come out to fix it today. -The boutique website indicates they have a spa- nope -rooftop bar and pool - closed for construction -Did I mention that there was major construction going on right across the street. The In Fashion Boutique website didn't indicate any of this ws going on. This was the worst vacation I have ever had. No compassion for guest here. I will NOT be returning.
The hotel is very nice, the rooms are well equipped and new, the beds are great. Location: the hotel is just opposite of three discos (CocoBong) with loud music until 5am every day. This was a very bad experiance! Room: there was almost no water for taking shower, the water-pumps broke down every now and then. The room has black-ou curtains, but does not cover the door which is of glass. Staff: very friendly but highly inefficient - you complain about the lack of water and they move you to another room. You don´t have water in that room either and they want to move you back to the original room. Breakfast; included but you may choose between eggs with bacon and eggs with ham. One cup of coffe is free, you pay 30 mxp for the second one, that is not appropriate for such kind of hotel.
very comfortable Didn't offer in room coffee
The staff in particular was very accommodating and a pleasure to do business with. We would not hesitate to stay here again.
The best location in Playa del Carmen, excellent staff, and great design, really nice place to stay. It's noisy and the blackout isn't enough for the room.
The hotel was beautiful and the staff was very helpful and kind. I would recommend this hotel.
We didnt have water for 3 days in a row for at least 2 to 3 hours of the day! Same