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“Lovely Setting, Not a Relaxing Stay”

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La Tortuga Hotel & Spa
Ranked #51 of 214 Hotels in Playa del Carmen
Certificate of Excellence
Vancouver BC
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“Lovely Setting, Not a Relaxing Stay”
Reviewed 5 March 2009

La Tortuga has a lovely setting (pool & landscaping) and provides good service and a central location. However, our overall impression was that we did not receive great value for what we paid, and more importantly did not have an overly relaxing stay while at the hotel due to the noise factor.

We stayed in a Standard Plus room on the 10th Ave side which faced onto a busy thoroughfare with non stop traffic noise- too noisy to sit on balcony or open door for fresh air. For two days there was hours of power washing noise from the street, and the last couple of days, the smell of chemicals as plant pots were being painted in the hotel. I had specifically indicated prior to booking that we wanted a quiet place to stay so this was particularly disappointing and would have booked elsewhere if I'd know about the noise. Alot of the noise seems to be out of the hotels control, however disclosure that we would be staying next to a major street would have been appreciated.

The front desk was able to move us for two nights to a room facing the pool where we were unfortunately subjected to club noise from approx midnight to 4:30am- walls vibrating - not relaxing at all. Was nice during the day however to sit on the balcony and look out at the pool.

As other reviewers have mentioned the rooms are quite small, and while not overly impressive, they have some nice features, and are kept very clean as is the entire hotel. My husband appreciated the great water pressure in shower! The restaurant on site provides good meals at reasonable prices. If your plan is to go to Mamitas (free passes) it's a brisk 15 minute walk, and our experience was you had to be there by 9:00am in order to get chairs/palapas. The hotel pool is more of a "dipping" type of pool, not really for swimming. We had a couple of enjoyable days sitting around the pool when there wasn't noise from repairs being done.

Overall, not a bad hotel, room for improvements like anything, need to get the noise situation resolved somehow. Don't think the value was there for what we paid. Would book a condo or a hotel closer to beach in a quieter setting for a future trip.

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank paamawagliam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 14 February 2017
Dear Guest,

Thank you for taking the time to review La Tortuga Hotel & Spa . We truly value the opinions of our customers and we apologize that we did not meet your expectations, and once again I apologise for that, we are working to achieve a better service and your comments are a great help to identify our areas of improvement.

Kindest Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Austin
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 4 March 2009

The secret to La Tortuga's high ratings on this site is indeed their service. From the check-in staff to the waiters, everyone works to make sure you have an incredible stay. They did not disappoint. Everyone was indeed friendly and all aspects of the hotel seemed to be built around traveler's recommendations. The size was perfect - big enough to have all the amenities you would want, but not so large as to become crowded or overly commercial. The pool was beautiful as were the restaurant and rooms. Perhaps the only real downside were the beds. We stayed in a room where 2 twin beds were pushed together to make a Queen ... not very comfortable sleeping with the seam in the middle.

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank mlgraham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
La Tortuga H, Manager at La Tortuga Hotel & Spa, responded to this review, 27 April 2016
Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and obsessive attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
La Tortuga Hotel & SPA
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
paris
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 4 March 2009

just came back from la tortuga, this was my fourth consecutive stay, and as always, i had a great time. the staff ( most of the staff has been here for years!) is amazing, bernardo is the best for tours and general information, he knows all the tips and new places. cocktails at the bar get better every year, and breakfast at el bistro is yummy! i had most dinners there too, delicious new dishes and very convenient prices.
i keep coming back to la tortuga ( and the same room, with the most comfortable bed ever!) because i know i can't go wrong....and it keeps getting better...and will be back again next year!

  • Stayed February 2009, travelled solo
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank abcdef100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 12 February 2017
Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
minnesota
Level Contributor
76 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed 26 February 2009

I just wanted to experience this place. The place that get's such great ratings. I would say what I liked best was the absolutley wonderful service from the bellboy and staff. I wish I knew his name, but he would bend over backwards for you. He emptied our car and brought lots of luggage to our two rooms and then parked our car a block away in the ramp for us. Then upon check out he retrieved our car and packed up everything in there better than we could have done. I gave him my brand new boogie board that I never even got to use. (and a tip)
The breakfast was another highlight. It was very good. Service was a tad slow, as they were short staffed. But it was fine.
I was quite disappointed with the room though. I know that I only got a standard room, but it was still $180.00 and I thought it was very dungeon like and worn around the edges. The "patio" was more like a prison cell. Unattractive. I just prefer to be on the beach. Been here/done that.
Mosquito Blue gave us a tour and that place is gorgeous. Still not on the beach, but I think it could give La Tortuga a run for it's money.

  • Stayed February 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank blooney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 14 February 2017
Dear Guest,

Thank you for taking the time to review La Tortuga Hotel & Spa . We truly value the opinions of our customers and we apologize that we did not meet your expectations, and once again I apologise for that, we are working to achieve a better service and your comments are a great help to identify our areas of improvement.

Kindest Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Austin, TX
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 24 February 2009

We just got back from La Tortuga and overall our stay was nothing short of spectacular. To start, the arranged transfer from the Cancun airport was hassle-free and surprisingly quick - the driver spoke very good English and serenaded us with a little Sade to pass the 40-minute ride. Once we arrived, the staff had cocktails waiting as they quickly went through check-in. The hotel was situated right in the heart of Playa, about a block west from the famous Avenida 5, where the restaurants, bars, designer boutiques, coffee/ice cream shops abound. Another two blocks and you're literally on the beach - all in all, about a 5-minute walk. The rooms were large enough, bathrooms were the highlight, A/C was responsive and adjustable, the only asterisk were the beds (they were painfully uncomfortable). Instead of a queen size bed, two fulls were mashed together with a sinking seam in the middle. This made for pretty restless sleep each night. El Bistro (the restaurant operated by the hotel on the first floor) is easily one of the most affordable spots in town. The quality of the food is not excellent, but for the price it is notable and the service is impeccable. In fact, staff service was by far and away the most exceptional and impressive part of our stay. Whether it was reliable recommendations on where to eat, where to go or how to get there, the staff was always warm, gracious and extremely helpful. Their effort to make you feel truly at home is evident in practically everything they do. La Tortuga is relatively small by American hotel standards, but that turned out to be a blessing. It had a very intimate feel, never seemed overly crowded, the pool and hot tub were more like sanctuaries amidst a tropical backdrop than the typical meat market endemic of resort hotels. All in all, La Tortuga was a place we'd revisit and recommend to anyone without hesitation. There's very good reason it's ranked No. 1 for Playa...

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank drexearle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 12 February 2017
Dear Valued Client,
Thank you so much for sharing your comments with us. It makes us really proud and happy to read a review like yours. For us to have such loyal customers like yourself and to receive such encouraging and positive words is the best reward, for all our hard work and attention to detail and your comments means that we are truly achieving that La Tortuga Hotel & Spa is renowned for and that is exceeding all expectations of our clients.
On behalf of management and staff, we wish you all the best for the future and we sincerely hope to have the opportunity in welcoming you back to La Tortuga Hotel & Spa soon. Keep in touch with us through our facebook page, there you can learn about all our promotions and free upgrades for our repeat clients…
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Doncaster, United Kingdom
Level Contributor
48 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 24 February 2009

I spent my honeymoon at La Tortuga 8-22nd Feb 09 and although there were a lot of possitives, there was a major negative. The noise.
We booked a Superior Junior Suite and were alocated room 117 which has a rooftop jacuzi. First impressions were good, and we were met with a complementory bottle of bubbly, and a fruit basket. The room was lovely.
However, the room was not so lovely when the building work started. The hotel is currently redeveloping an area in the solarium, this is part of the block that includes rooms 116 & 117. The work starts at 8:00am and is so lound that it makes the rooms unusable during the day.
We raised a complaint with reception who moved us to an alternative straight away.
We were moved to room 218, which is actually a nicer room and was happy with the move, and the way our complaint had been dealt ith however....
Behind the hotel are 2 nightclubs Coco Bongos & the Dubai, and there is nothing to stop the sound between the nightclub and the exterior wall of room 218.
It's not just loud, you can actually feel the room vibrating with the beat. After a night of no sleep whatsoever we were moved again (nightclub open until 5:00am!!).
When we were moved a second time we were asked to fill in a complaint form as the hotel is having a lot of problems with the noise from the nightclubs (the receptionist showed us a full screen of complaints about the noise to highlight the fact that we were this time getting moved to a room which had not had previous complaints). We were moved to room 119 and although we could still hear the nightclub, we could not feel it, so this was a massive improvement.
The Hotel is currently doing everything they can to address the problem, including replacing doors & windows in the affected rooms, however unfortunatly this meant more noise from building work.
As most of the reviews on this website reflect, the staff are excelent, and the pool area is lovely. I thought the rooms were good, but not exeptional particulary as the superior suites are the best rooms available.
I have sympathy for the hotel, but can only review on what I experianced. We wanted a relaxing holiday, and this was not what we got.

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank martinbower
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 14 February 2017
Dear Guest,

Thank you for taking the time to review La Tortuga Hotel & Spa . We truly value the opinions of our customers and we apologize that we did not meet your expectations, and once again I apologise for that, we are working to achieve a better service and your comments are a great help to identify our areas of improvement.

Kindest Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
England
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 24 February 2009

We paid alot of money to stay in the best rooms this hotel offers as it was our honeymoon and i have to say we were quite dissapointed. I must say on first impressions I was over the moon....we had champagne and fruit on arrival and our room was "dressed" up for our arrival beautifully- the staff were also very welcoming providing us with welcome drinks. The pool area is lovely, not great for swimmers, but great for just lounging and popping in and out of the water. But with the general maintenance work being carried out all around the hotel ( from building walls in the solarium to replacing doors and windows ) it wasn't the most relaxing place to be. However the beach clubs ( Zensi and Mamita's were both nice.) The rooms are nice...not great, certainly not the best I've stayed in. The staff are excellent from the front desk through to the breakfast staff at the Bistro restaurant . What lets the hotel down is the noise from the 2 large nightclubs which are almost next door...if you are in one of the rooms on the far side of the hotel, the noise was very bad. The hotel is doing it's best to try and help ( the above mentioned replacing of doors and windows is just one thing they are trying in order to rid this issue), but the fact still remains.

  • Stayed February 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank shippers29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LaTortugaG, Guest Relations Manager at La Tortuga Hotel & Spa, responded to this review, 14 February 2017
Dear Guest,

Thank you for taking the time to review La Tortuga Hotel & Spa . We truly value the opinions of our customers and we apologize that we did not meet your expectations, and once again I apologise for that, we are working to achieve a better service and your comments are a great help to identify our areas of improvement.

Kindest Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about La Tortuga Hotel & Spa

Property: La Tortuga Hotel & Spa
Address: 10th Avenue between 12th and 14th Street North, Playa del Carmen 77710, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#38 Romantic Hotel in Playa del Carmen
#38 Spa Hotel in Playa del Carmen
#67 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): £
Hotel Class:3.5 star — La Tortuga Hotel & Spa 3.5*
Number of rooms: 51
Official Description (provided by the hotel):
La Tortuga Hotel & Spa, two blocks from the beach and just around the corner from 5th Avenue. Air conditioning, Cable TV, telephone, fan, private bath or shower, bathroom amenity kit, safety box, hair dryer, coffee maker,minibar. Junior Suites and Superior Junior suites feature a Jacuzzi indoors or Rooftop, bath robes, slippers, flat screen tv. Spa services, Pool bar, happy hour, wifi, onsite restaurant Como Como Osteria Mediterranea, solarium. ... more   less 
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Also Known As:
La Tortuga Hotel And Spa
La Tortuga Hotel Playa Del Carmen
La Tortuga Playa Del Carmen
Hotel La Tortuga
La Tortuga Hotel & Spa Mexico/Riviera Maya - Playa Del Carmen

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