Playacar Palace

Chani Palace

After booking this resort, I’ll admit I was extremely nervous. I deep-dived into the reviews and got worried about the beach and some people’s negative experiences. But I have to say—the hotel truly exceeded our expectations. Yes, the beach directly by the hotel is very small, and the water comes right up to it. However, if you walk literally two minutes (if that), right across the way there’s a really nice small beach area where you can relax and play. It was perfect for our family’s needs and absolutely beautiful. I also loved that you could sit on a sun chair near the water without sitting directly in the sand—perfect for anyone who hates the sensory overload of sand. The rooms are on the smaller side, and the beds are quite small. Definitely do not expect a queen-size bed—it’s smaller than a full and not ideal for two people. Keep that in mind. That said, they brought in a rollaway bed for my son, which made a huge difference and worked out well for us. The staff was incredibly friendly, sweet, and accommodating. We have some dietary restrictions, and I emailed the hotel ahead of time. They were fully prepared for us upon arrival and were amazing about meeting our needs. The location of the hotel is fantastic—right by the main area. It was so nice to be able to step outside and really experience Mexico, feel the city vibe, and not feel isolated like you sometimes do at large luxury resorts. You truly get the best of both worlds: luxury inside, real Mexico just steps away. One thing I do want to mention is the entertainment. At least the Caribbean show was definitely not family-friendly. I genuinely felt like I had accidentally taken my son to a strip club, which made me hesitant to bring him to any of the other shows afterward. That’s something the hotel could absolutely improve. Overall, we had a beautiful time. My son loved the kids’ program, and despite a few drawbacks, we would definitely come back again.

Lauren Finn

Extremely disappointing customer service. The phone line is constantly "temporarily closed" and Palace have refused to refund us or move our booking, despite repeatedly saying since early May that the hotel would be opening "next week". We're now nearly in July and still have no certainty. We arrive in early July and genuinely don't know where we'll be staying. Instead of looking forward to an expensive holiday, we're dreading it. We understand that sargassum isn't Palace's fault, but when guests are paying 5-star resort prices, the overall customer experience matters. Reports of an unbearable smell around the pool and dining areas, together with concerns about the health effects of decomposing sargassum, make many guests understandably anxious about their holiday. We are returning Palace guests, but after this experience we will never stay at a Palace resort again. Once they have your money, it feels like they no longer care. Palace need to do the right thing: move all July/August 2026 Playacar Palace guests to other Palace resorts and give people at least a few weeks' notice. If they don't, they risk seriously damaging their reputation as more disappointed customers share their experiences in reviews.

Carla Martins de Melo

Our experience at Playacar Palace Resort was absolutely wonderful, from arrival to departure. Everything was perfect. The service from the entire hotel staff was exceptional — everyone was friendly, attentive, and very polite. The hotel itself is cozy, peaceful, and perfect for a family stay. The food is amazing (you can tell by the number of photos I added to this review 🤭). The hotel is also extremely clean. The restaurant staff were lovely, especially Elvia, who was always kind, friendly, and took the time to talk with us. The MoMo restaurant, with its oriental cuisine, is simply divine. Abner, who served us both times we dined there, was very pleasant, friendly, and extremely polite. At the pool area, all the staff were always attentive, making sure we were well taken care of. Juliana, who served us for two days, was also incredibly kind and courteous — actually, everyone was amazing. A truly wonderful hotel — 10/10. We will definitely be back!

John Beilfuss

Great trip, been there many times. The service, food and whole experience this time was what we have come to expect from Palace Resorts. I do think the food at of the Palace Resorts has improved over the last few years and as a chef, I think it is excellent. A couple for special shout outs for above and beyond service. Dolce in the spa was awesome, got the haircut I've been trying to get for a few years, absolutely correct on her first attempt. Very nice, very friendly, and very talented! On the beach/pool service Sylvia was fabulous! We loved her! Also, I need to give a shout out to Karen, who is in customer service and advocated for us for a correction in a minor error with our reservation, which Palace Resorts came through very well fixing the minor issue. Overall, I highly recommend!

Steph Church

It’s always a pleasure to stay at the Palace! Our favorite staff members are Perla at the pool bar. She is always attentive, quick, and ready to help! Perla makes our trip! We also greatly enjoy “Almond” with the entertainment department. She is always so full of energy and smiling and genuinely enjoys getting the guest involved. Oscar by the pool bar keeps our drinks full and always has a little show to put on. It’s really always such a wonderful experience.