The best part of this property is the ability to leave it to go vist other Palace properties. We experienced much of the bad I've read in other reviews although the property has a number of pluses. Our first night was in a double bed room - not very romantic - and in the construction zone - the room was literally shaking as they are building what i can only assume is the missing spa and gym. We moved to a 5th floor beach front room the following day which was fantastic. Was certain we passed "yewoniyo" (see her review) and her parents/in-laws in the elevator during their room change last evening. She did not look happy. If she could write more today I'm certain she would be complaining about the in-town conference which overtook the property this morning jamming the paying staying guests out of the breakfast buffet. A line to get in to get a table at the breakfast buffet? Really? The food here is sub par to other palace properties anyway with the exception of the Italian restaurant (where they shockingly brought us our first dinner on chipped plates that would have been pitched at even the worst diner). But back to the breakfast buffet. First wtf is with the cream? You can't leave the cream on the table for me? What is it gold? Second, everything else is just plain cold. Consistently cold. Have the made to order omelette or fried eggs as poached eggs are served raw as is French toast. After two days of nonsense we took the (super conveniently located) next door ferry to Cozumel ($25 round trip per person) and spent a day at the Cozumel palace where they know how to make food and even keep it warm on a buffet. Wow. Kind of what we expected to have at Playacar. Great snorkeling is included right on their property as well. Perfect getaway from Playacar. We spent the next two days down at Aventura ($40 round trip taxi) and really enjoyed all that property had to offer as well. More snorkeling and better food than Playacar. Staff on all these properties are fantastic. Fantastic. It's just that for some reason the food at Playacar is not up to standards. Other unexpected silliness at Playacar included senior staff conducting job interviews in the dining room during breakfast (there weren't 90 other private places for you to do this?). Inconsistent room service was also not so much fun. We spent 7 days there. Had turn down service on 2 days. That's a pretty low percentage especially at a beachfront property with a hot tub in the room. Staff should expect us to need some towels. Ugh. Have I mentioned that the pool is tremendously smaller than pics imply? 1) it's not much more than thigh deep 2) the entire front section is a 6" deep laying pool inhabited primarily by birds 3) the back section also has a large 6 " deep laying area and another large 1' section that is a kiddy pool. That leaves roughly the area in front of the bar which is overly used for water aerobics, water volley polo, and quiz games. Now to the good - the ocean here is beautiful and it is nice to be able to walk next door to the shopping district on 5th Avenue. Oh yes, and the wine here is just atrocious. Unless you are willing to pay $105 for a $10 bottle of wine stick to the hard stuff. Perhaps a simple decent inexpensive offering that is at least drinkable is in order. I don't care if it's low end - just have it be drinkable. The Chardonnay should at least resemble Chardonnay. The Pinot Noir should at least be identifiable as Pinot Noir. Don't have the staff suggest I use my "resort credits" (I have none) to overpay for low end wine, but give me a basic option that doesn't make me hate the fact that you considered it acceptable to bring me garbage. The place has possibilities but needs to start by fixing the food in the god awful Asian restaurant and buffet service. Buffet doesn't have to mean terrible as your other properties have proven. Keeping my fingers crossed for the staff that the leadership on property wakes up to what's wrong and aggressively begins fixing it. The leadership in the Italian restaurant seem to be the only leaders really trying. A new menu midway through our stay had the staff lit up and excited. The maitre'd even suggested that if we weren't thrilled with the offerings we could ask for anything we liked off the old menu. They did serve us an amazing off menu veal Osso bucco that I'm still dreaming about. Before the italian restaurant is open each night you can even watch the staff and chef having a quick stand up. Time to let these folks run the property. Just make sure they start by throwing out all the chipped dishes.
Ask for either an ocean front room over looking the pool or a partial beach view - ask to be away fr...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
22 May 2012
Thank you for taking the time to share your feedback on the resort. We are very sorry to read about the inconveniences you experience during your stay with us. Please know that guest satisfaction is our top priority, and it seems we fell short on this during your stay.
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I’m sorry to hear that the beginning was not satisfactory for you, fortunately the up grade to beach front room work fine for you. Regarding your comments about the Buffet line, we would like to apologize for let you wait at the moment to assign a table, our personal attention by our hostess taking your room number to bring an excellent service when the waiter gets to your table and call you by your last name, sometimes takes a few minutes, however the guest are able to get in to the restaurant and chose their own table by their self as they which.
Regarding to the Breakfast Buffet, I’m very concerned about the food, please know that our resort its held to very high food standards, I have shared your comments with our Chef who will be taking the corrective measures to prevent this to happen again,
Its sad to hear that you got dinner on chipped plates, usually all of our utensils are in good conditions, I can assure you that all of the necessary steps are being taken in order to prevent situations to avoid future situations.
Thank you for the good comments you made about Cozumel Palace. The Palace Resorts are located in different places according to the needs of each Tourists looking for, I would like to thank you also for the good comments you made of our staff, we are proud to have them as part of our team as they work hard to please our guests.
Playacar Palace has a vacation club, when the guest decide to share the table with one of the Vacation Club representative they are able to enjoy Breakfast with them, I’m regret to hear that their presence made you feel uncomfortable.
I’m very surprise with the turn down service, is one of the housekeeping work during the evening, they usually do it in all of the guest rooms, unless they canceled this services by using the red card in the main door (the do not disturb one) , I would like to mention that the guest are able to request any additional service dial cero by phone.
With respect of your opinion about the pool, I would like to mention that the pool measuring is 49 meters long by 16 meters width, most of the pool is 1.50 meters deep except of short part (1.50 meters) of the bar area with 1.20 of depth, the entire front section we call solarium which is perfect for sunbathing while feeling fresh and relaxed its 20 centimeters deep, as is a family Resort we always think in the most important family members... The kids, 6 meters part of the pool it’s for them with 43 centimeters of depth, I’m apologize for not for not meeting your expectations.
I regret to know that one of the several kind of the house wines menu were not pleasing your palate, its important to mention that we handle a fairly wide variety of international wines, all included in the all inclusive package such as red & white wines, cognac, gin, scotch whiskey, rum, vodka, tequila, brandy, it seems that we fell short with the option menu to offer you, the Resort Credits its one of the great and popular benefice of Palace Resorts offer at the moment to book the date, the total mount account depends of the nights booked. Thank you for the good comments about the Italian restaurant.
I feel awful for not being able to exceed your expectations and I would like to thank you for your comments, I can assure you that we will work on the points you mentioned as our main goal is to work on a daily basis to constantly improve our services and guest satisfaction.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC