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“Well well well”

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Hotel Dos Playas Beach House
Ranked #70 of 175 Hotels in Cancun
London, United Kingdom
Level 3 Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“Well well well”
Reviewed 24 August 2013

I don't understand people who can spend time writing all these negative feedback, and taking pictures of showers, tiles, sinks and god know what... What you pay is what you get stingers!!! I've stayed here twice, not the best experience I have ever had, but what else you expect for 750 quid 2 weeks all inclusive??? If you looking for class open your wallet and stop whinging people... I'd give it 5 out of 10... but needless to say, holiday is as you make it and who you going with... :)

Room Tip: ask for balcony very important... if they say they do not have any, just insist and bug them till th...
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  • Stayed January 2013, travelled with friends
    • Value
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Helpful?
9 Thank musicboxmm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Maria P, Guest Relations Manager at Hotel Dos Playas Beach House, responded to this review, 8 October 2013
Thank you for your objectivity. Dos Playas is a 3 star hotel and the quality is according to its category. We strive to give the best service to our guests during their stay in Cancun.
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English first
Falkirk, United Kingdom
1 review
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 13 August 2013

I have just returned with my 4 friends from Celusima Dos Playa - it was so disappointing.

The main one was the fact that the accommodation was not at all as described to us. Instead the accommodation was run down, not catered for British people, dirty and definitely not worth the money which we paid.

• There were holes in the walls.
• Mattress lying outside our room for 2 weeks causing dirt & grime.
• Bin bags piled high outside our room.
• Drawers inside the room completely broken and unusable therefore we had to live out of our suitcases for 2 weeks.
• The shower “curtain” was in fact a bin liner!
• We had one plug in our room next to the bathroom sink (there were 3 people sharing this room).
• The food was cold and inedible – had to clean ants off of the plates prior to eating from them. Which forced us to eat out every night.
• The reception staff were rude and not willing to help – we arrived 10 minutes before check in after a 10 hour flight and we were made wait until the clock struck 3pm before they would even speak to us.
• 2 people from our party were initially put into a room which can only be described as hell. Shower ceiling had completely collapsed, mosquito nest in the corner, bed sheets were physically black, no windows/daylight.
o They then demanded to be moved into a different room and were put into a room without a balcony (even though we clearly paid for one) and in a completely different block from the rest of our party (the other room was in the attic) – we were told there were no other rooms available so they had to live with just a front door which went out onto a drain and smelt like human faeces. The shower flooded every time it was used – the water ran directly into the bedroom from the bathroom and soaked everything that was on the floor.

For the money we paid we were extremely disappointed having saved for 7 months prior to coming. Listen to the reviews prior to booking this hotel/hostel!!

The only positive about this hotel was Angel (entertainment staff). If we did not have him our holiday would have been 100 times worse. He cheered us up every day by the pool and took us out to the clubs at night. Cancun itself is excellent - shame about where we stayed.

  • Stayed July 2013, travelled with friends
    • Value
    • Location
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    • Rooms
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Helpful?
11 Thank demi_04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Maria P, Guest Relations Manager at Hotel Dos Playas Beach House, responded to this review, 13 November 2013
We welcome all reviews, positive and negative and we do our best to fix any issue that might be considered inconvenient to our guests. The photographs attached show the moment when the maids are cleaning the rooms. The drawers are out their rail and this can be easily fixed. Regarding the food, we understand that tasting is very subjective and we can expect all type of comments. Rooms with balcony are not guaranteed and are provided based on availability.
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Travellers are raving about these Cancun hotels

South west uk
Level 4 Contributor
38 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed 25 July 2013

This small resort is located between large hotels along the hotel zone. I was a little apprehensive about booking it as the reviews were either very good or terrible. The truth is its a very good 3 start hotel. Set in beautiful grounds and right on the beach. The rooms are spotless and the staff are friendly the resort is small enough for the staff to get to know you. Special mention must be made of Angel the daytime entertainment officer, Gerson in the restaurant/bar and Andreas on reception/porter who are a credit to this hotel. There was a different theme evening in the restaurant and the food was always tasty. My only criticism about the food was that it was not very hot but that is quite usual for hot countries. Plenty of sun loungers around the pools and on the beach. Beach towels also provided. I have no complaints whatsoever and look forward to a return visit which I don't often do.

  • Stayed July 2013, travelled with family
    • Value
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Helpful?
6 Thank travellinggirl53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Derby, United Kingdom
Level 5 Contributor
52 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 16 July 2013

My Girlfriend and I stayed here for 10 nights, all-inclusive, in Feb 2013. The location couldn't have been better - right on the beach. Excluding the grill, which was usually nice, the food was bland, repetitive, dry or cold. The majority of staff were very rude. Do not listen to what the hotel says about it being a 3-star hotel and "you get what you pay for". Manners cost nothing and should be a pre-requsite at any hotel. We did not tip the waiters because of this. We noticed that the waiters changed their attitude when the hotel owners/management were on site. Despite there being a different theme every night, the food was pretty much the same every day. The breakfasts on the grill were nice. We were very disappointed not to have any Mexican food available during our stay- how strange, considering where we were. The rooms were clean and spacious. The Safe and Wifi could be purchased at a fair cost.

In summary do not stop at this hotel if you expect any kind of luxury, or indeed half decent food and great service. Do stop here if you want a relatively cheap hotel, with a great location and are willing to eat out most days.

  • Stayed February 2013, travelled as a couple
    • Value
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Helpful?
1 Thank Desperate_Dan12345
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Maria P, Guest Relations Manager at Hotel Dos Playas Beach House, responded to this review, 8 October 2013
We appreciate your comments and thank you for being so objective. We agree with you about treatment that guests should receive from our staff and we take them seriously. We recently changed all the Reception Desk staff and some other people in different areas just to find the best persons to assist our valued guests like you.
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Level 4 Contributor
23 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 7 July 2013 via mobile

We stayed here as a group of young travellers on a budget.
I researched this hotel a lot on trip advisor before and was concerned about the really awful reviews. When we arrived we were chuffed.
The hotel is small compared to others on the strip.
Great location, next to a little supermarket, a few naff/cheap restaurants, dollar ATM and row of souvenir stalls.
Reception is 24hr, free safety deposit boxes, book swap and tour operater desk.
Wifi was expensive ($15 for two days) and patchy signal. Not fast but good enough for a Skype call.
Staff here were always friendly and helpful.
A big seller for this hotel is the beautiful gardens surrounding all the rooms. Full of large iguanas!!
The room was large with two large doubles. Large wardrobe dresser and safety deposit box. However you ha to pay per day to use the one inside your room.
The room was spotlessly clean and cleaned daily.
You can get a fresh beach towel when ever you need.
There are lots of clean swimming pools and the beach is right of the resturant. A beautiful view in the evening.
The food is fine. Not amazing but every night there was a choice and it kept all of our group happy. It was always hot and buffet style suited us. There is a chef station cooking steaks/fajitas etc in front of you. Each night a different cuisine.
Breakfast was great. Bit of everything.
All cocktails are included in the all inclusive. All spirits as well.
The resturant staff were all lovely and very helpful.
The mid afternoon snack was not good, bad nachos and greasy burgers only.
The entertain staff were brilliant, poolside games that you can get involved in if you want. Yoga sessions (free) bingo quizzes etc
The staff can arrange club nights for you with transfer inc which is very social as we went out with a few groups from the hotel. The entertainment person takes you to the club gets you your table etc. really good service.
Great average price hotel in a beautiful location. We would definitely stay again

  • Stayed June 2013
    • Value
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Helpful?
6 Thank Jellytot89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Port Talbot, Wales, United Kingdom
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 4 July 2013

Myself and my partner stayed here for 12 nights from mid to end June and we would never return.

We were on a very limited budget and so the price was fantastic for an AI in Cancun. I was fully aware of the star rating of the hotel and of the reviews on here but we booked anyway for budget reasons thinking that as long as it was tolerable then we would have a nice holiday. Despite saying that we would never return, it was a nice holiday as it was mostly tolerable.

I'm not one of those people who expect a 5 star hotel when only paying for a 2-3 star one but it was the service and attitude along with the facilities which means we'd never go back.

The hotel is in a great location right on the beach. If you want to swim however, the bit of beach right by the bar and loungers has rocks just under the water and so you have to walk along the beach to get to a bit where you can safely swim. This part of the beach has no shade, no loungers and is a little walk along the beach or up some steep steps to get to any refreshments.

The loungers are rather uncomfortable and a number of them are missing the bar which allows you to raise them into a higher position, leaving them only able to be flat.

There are two pools - the children's one has palm trees around it, but the adult one has no shade at all, just some thin white material which doesn't block sun. They are both small and the adult one has a permanent vollyball net strung across it. The pools however are filthy as I discovered when using a diving mask in the adult one - there are a lot of particles suspended in the water and tiles coming off the bottom. I never saw the pool being skimmed but I did see some white powder being chucked in daily which I assume was chlorine.

If you have any physical disabilities which affect your walking, you will not be able to get around here. There are lots of steps and most of the flat ground is made of roughly placed stones and so it is not really flat.

The rooms are good and are a nice size. We originally had a small one with no balcony upon check in but were told we would be moved the next morning and we were. The shower was nice - never really hot but you don't need it that hot in Mexico. If you wanted to watch TV, it was a decent size but had awful reception.

Cleaning of the rooms was hit and miss. This ranged from not enough towels to running out of toilet paper as none had been left - to a blood spotted pillowcase that I pulled off the pillow the first day not being replaced for 5 or so days.

The final thing about rooms is that we were in the block closest to the ocean but were facing away into the grounds. The whole of the other side seemed to be timeshare properties, so don't go expecting an ocean view.

The restaurant was probably the biggest gripe of the holiday. There was lots of food but it did get incredibly repetitive by the end of the stay, so much so that we ate out for breakfast on the day before last as we just couldn't face it again. The main problem with the restaurant though is the difference in how you are treated if you are an AI guest compared to a guest who is paying for a meal. On my 9th day I ordered from the paying menu as I was sick of the food and I was called Sir for the first time that holiday.
In general, if you were AI you had to find your own table, sometimes having to pile up the dirty plates from previous guests whereas paying guests were whisked to a swiftly cleaned table. If you were AI you sometimes got drinks waiter service and other times were told to get it yourself whereas paying guests got it all brought to them every time.
One day we arrived at the restaurant to find a sign saying to go to a bar for a mexican night. We asked at reception and it was a bar in the sister hotel next door. The food here was so bad that after one look the two of us and another couple we had met decided to hop on a bus and find somewhere else to eat. On the way out we passed two people who had been seated at the table next to us and the next day heard that 6 other people had also gone to find somewhere else to eat. These are just the ones we knew of. The bar was also closed this evening so you had to go to the other hotel to even get a drink.
Speaking of drinks - they are served in the small plastic cups you use at children's parties, so if you are drinking soft drinks by the time you go and sit back down you need to go back up. We did buy some large insulated mugs and while some staff were happy filling them up, others refused - guest comfort doesn't seem to be a priority. The alcoholic drinks also tasted watered down and the fruit juice tasted like squash.

As someone else noted in a previous recent review you are not allowed to bring food and drink onto site. There is a shop on site however but if it is closed you have to either sneak it in or go without. The manager below has responded to this comment on a previous review saying it only applies to public areas but this is a lie. My partner was stopped because he had half a bottle of water sticking out of his bag which he had been drinking as we were walking around cancun - this was confiscated, despite us heading up to our room to relax after the walk. Some people we met had a mostly eaten ice lolly confiscated.

The majority of staff were lovely which is a nice bonus in this otherwise mixed experience.

To sum up - if you are on a tight budget then book here. If you have any flexibility, pay extra and go somewhere else.

  • Stayed June 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Rob L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Maria P, Guest Relations Manager at Hotel Dos Playas Beach House, responded to this review, 29 August 2013
We appreciate your comments after staying at Dos Playas . We would like to clarify that the are rocks in just one specific spot (the one which separates both beaches). Other than that, both sides are safe to swim and you can even see this from the satellite images by Google maps, We have removed/repaired the couple of loungers with problems. There are limited loungers and palapas in both beaches, but you can always ask our staff to bring one from the pool area. Swimming pools are periodically treated with cleaning products to keep them safe for our guests. It is usual that a few tiles come off sometimes, but we have to wait for low season periods to empty the pool and restore them. In the main pool we have a "pergola" that provides shade to clients who want to protect themselves from the sun. We never had a complaint from any guest about sun burnt by staying in this area. For guests with disabilities to walk, there is a smooth ramp that allows wheelchairs and luggage flow easily from almost all points of the property. If the guests need replacements of towels, sheets, pillowcases or bath ammenities, they can call house keeping or reception desk and will be provided immediately.
We are sorry that you felt that you were treated differently from an european plan guest. Our staff always treat all our guests with the same care and diligence. We understand that you can find food repetive after 12 days of stay. In a restaurant a la carte, after that time, even the most succulent dishes might not be considered as such...Regarding size of drinks, this is under regulation, whatever the material of cups are. We insist about the already mentioned topic "bringing food to the hotel"; guests are not allowed to consume, in public areas, products adquired outside the hotel. This is a fact, not a lie, and as we already stated in other review, applies for all hotels worldwide. Our staff will never confiscate water or food while is being eaten. Again, thanks for your feedback!!!
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Rio de Janeiro, RJ
Level 4 Contributor
21 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 18 June 2013

This hotel is very well located if you consider the beach. But you can´t bring any food or beverage inside and the bar closes at 11pm. The room service is not 24h and the food at the restaurant (and for breakfast) are terrible. You can´t make any external calls (even if you are willing to pay). We also had problems with the lights at the balcony that were not working and the TV, that took 2 days to get fixed. We almost couldn´t have breakfast in the last day because they shifted the vouchers days and the receptionist that talked to us and the witer were a bit rude. The price was amazing but I would never go back there.

  • Stayed June 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Tatyzinha2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Maria P, Guest Relations Manager at Hotel Dos Playas Beach House, responded to this review, 25 June 2013
Thanks for staying at Dos Playas. The hotel does not allow to bring food or beverages to consume in public areas. This rule applies for all hotels worldwide. We close the bar at 11:00 PM to ensure the peace and relaxation of the guests in nearby rooms. We respect your comments about the food at the restaurant but we have very good comments from other customers and we understand this is only a matter of taste. You can make external phone calls from rooms or from the thrid party phone booths located outside the reception. We apologize for any inconvenience caused with the vouchers and appreciate your objectivity about the hotel price.
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Additional Information about Hotel Dos Playas Beach House

Property: Hotel Dos Playas Beach House
Address: Blvd kukulcan km 6.5 | Hotel Zone, Cancun 72160, Mexico (Formerly Dos Playas Hotel Cancun)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Swimming Pool
Hotel Style:
Ranked #70 of 175 Hotels in Cancun
Price Range (Based on Average Rates): £
Hotel Class:3.5 star — Hotel Dos Playas Beach House 3.5*
Number of rooms: 145
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