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“Reception Service Poor!”

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Wyndham Garden Playa Del Carmen
Ranked #121 of 213 Hotels in Playa del Carmen
England
Level Contributor
124 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
“Reception Service Poor!”
Reviewed 13 August 2011

We have stayed at this hotel a couple of times now, and each time the service from the staff has been exceptionally poor. The hotel itself is more than adequate, very much top-notch Holiday Inn standard. It is modern, clean, has a nice pool and provides a great breakfast service. It is quite well-located being on the fringes of Playa.
During our last stay here, we booked online before arriving at the hotel, as we wanted a speedy check-in. Unfortunately, when we arrived the hotel did not appear to have received the booking via Expedia. The staff were not especially helpful and had us waiting for nearly 30 minutes at the reception desk without apology, whilst they tried to track down our booking. The two young men on reception were definitely lacking in the customer service element of hospitality, to the point I felt it was almost downright rude!

We also had an altercation in the following morning with one of these gentleman 'Omar' when we were leaving. My husband asked Omar to order us a taxi mini-bus as we had a lot of luggage. Their courtesy shuttle bus pulled up and their driver loaded our luggage and was ready to take us down to the ferry. We thought Omar had called the driver, but he then made the driver unload the luggage, telling us we had to get a taxi and that the courtesy minibus was not for travel to the ferry dock. Even the driver seemed surprised.

So we asked (yet again) for Omar to order a taxi, and 10 minutes later a small taxi-car pulls up! Useless as we had about 10 bags with us. Luckily the taxi-driver managed to radio and sort a taxi bus for us.

This experience certainly tainted our perception of the Holiday Inn at Playacar, and I do not think we will stay there again.

  • Stayed August 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank saramarsdenille
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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459 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (32)
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sav260
Level Contributor
34 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed 3 August 2011

This is a great option for a stay in Playa del Carmen. Its located right next to the air strip in Playa and right on the road that connects Playa with Cancun and Chetumal. Be warned that you are not next to the beach but the hotel makes up by having a shuttle that takes you to two different beach clubs at schedule times for drop off and pick up. Rooms are big, beds are very comfortable and the ground are immaculate. The breakfast does the job to fill you up before you go out for the day. The front desk people are very helpful and knowledgeable; when we asked for recommendation for places to eat (El Fogon and La Bamba Harocha) they were always spot on and even when we were in the need for a place to wash clothes they told us were to go ( Maya Lav). We would stay here again with out a question.

Room Tip: Ask for a room facing the pool they will be quite and have a good view.
See more room tips
  • Stayed June 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank sav260
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago, Illinois
Level Contributor
126 reviews
84 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed 13 June 2011

Stayed here many times since opened two years ago. Nice rooms, staff a bit slow, but nice. Rooms are all new and clean. Try to get an up-grade to a suite, very nice & large. Pool, is Ok, not near the beach. We use as a one night stop en-route to Chetumal. Good breakfast. Another good value for less than $100 bucks.

  • Stayed March 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank temple1120
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
St. Paul MN
Level Contributor
68 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 21 March 2011

We wanted to avoid the busy scene of a Saturday arrival at Cancun airport, and found we could save a large amount on our flight as well by leaving on Thursday. We chose the HIE in PdC, as we would switch to our timeshare just south of there 2 days later. We enjoyed the clean room, the continental breakfast, and great help from the concierge. We enjoy walking, so we explored PdC and 5th Avenue without using a cab, If you need a store for snacks or more, Chedraui (like Target) is close. We ate at Rolandis and Casa Adela's, and know there are other fine restaurants, such as La Perilla, also in PdC.

Stayed March 2011, travelled as a couple
Helpful?
Thank WayfaringPair
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, Massachusetts
Level Contributor
56 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed 7 March 2011

No, it is not on the beach, but an extremely clean hotel. Not a 'resort' type setting, so if that's what you are looking for, this isn't for you, you will be dissappointed.. We knew we'd be doing day trips to Akumal, etc.. so figured this would work out for us and it did perfectly.
Staff very accomodating, as soon as I asked for something - towles, etc.. they were brought up to room within minutes..Decent spread for breakfast - mix of Mexican and American offerings. I noticed there were people waiting to replenish the fruits, etc.. as soon as trays on buffet became empty. Hot foods (eggs, etc..) were hot. The hot chocolate is wonderful!!

The shuttle DOES leave when it is supposed to (don't have to wait around for it, etc..). I can understand why there is no shuttle back from beach. They use a lovely new mini-van that would get trashed with sand, bathing suits, etc.

Beach Club (coco maya) appears to be one of the older beach clubs, not as fancy as some of the others and you can't swim directly in front of it (boats docked there), but the staff there were wonderful and they make the best fish tacos.!! Their beer was a little on the high side but just pack a cooler back with store bought corona's and you'll be all set. They didnt' seem to have a problem with us having our own drinks..

We stayed four nights with teens and thoroughly enjoyed it. Pool out back was refreshing to sit by in the afternoon for an hour or so. Wish there were more seating options out back thoug and that we could have sat out side after returning from dinner but they close the pool area at 10 - my guess is so there are no noise issues with guests. This appeared to be a hotel geared toward tourists and local business travellers. No problems with college kids making noise, etc..I suspect that would not be tolerated here..

Next trip to Playa would gladly stay here.

  • Stayed February 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank ERCUR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cancun, Mexico
Level Contributor
106 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
Reviewed 7 March 2011

We spent one night at this hotel and we very pleased. We got a great price and expected very little. The rooms are basic but were very clean and the beds were comfortable. The hotel is not located near the beach or shopping/restaurants so we wouldn't stay there for more than a couple nights. I was thrilled with everything about our stay until we went to the breakfast buffet that's included. The options are very limited and once I saw moldy bread I was grossed out so we decided to head somewhere else for breakfast.

  • Stayed March 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank betonic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston
Level Contributor
45 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed 21 February 2011

I go to Playa often and usually stay in one of the in town properties. I had not previously chosen the H I because it is a little out of the center. This trip ( Feb14-19) I went there because it was the best value I could find. I am glad that I did . The room was large with a king bed ( 2 types of pillows); a work table with a LAN plug; an armoire with TV (some English channels); an an OK sized bathroom (with a coffee maker) with a shower. VERY clean. The included breakfast was fine and always replaced when low; coffee, juice, cereals, yogurt, fresh fruit, sweet rolls, toast bread, pancakes, scrambled eggs, and frijoles. They have a decent sized pool (and towels) with some tables and lounges. They offer a beach shuttle to town 6 times a day and you can go to one of the "beach clubs" and use their area without paying. Of course they hope that you will buy some food and drink at the restaurant. I used this shuttle to get to the bus station for my trip back to the airport.
Location- Take a right turn out of the lobby and it is a 12 minute walk from the hotel to the edge of town, and then another 5 minutes to 5th Avenue. Take a left turn and it is 5 minutes to a big supermarket and then 12 minutes to the bus station and 5th Ave.
They also have WiFi which works in the breakfast room and the lobby.
2 small things: the ice machine is behind the front desk so you have to go down there when you want ice. There are no small fridges in the rooms.
Overall- friendly staff and a good value. I will return.

  • Stayed February 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank wallyaussi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Wyndham Garden Playa Del Carmen

Property: Wyndham Garden Playa Del Carmen
Address: Mz 29 Fracc Playacar Lt 5, Playa del Carmen 77710, Mexico (Formerly Holiday Inn Express Playa Del Carmen)
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#57 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): £
Hotel Class:3 star — Wyndham Garden Playa Del Carmen 3*
Number of rooms: 196
Official Description (provided by the hotel):
Take a deep breath and relax as you settle into our newly renovated Wyndham Garden Playa del Carmen hotel nestled in the heart of the Riviera Maya. We are minutes away from the famous Fifth Avenue, and within close proximity to theme parks, archeological sites, and beaches. Rest in the lush comforts of our spacious guest rooms with abundant amenities including luxurious bath essentials; free high-speed WiFi, and flat-screen HDTV. Celebrate your special events including romantic beach theme weddings and elegant receptions in our 3 vibrant event rooms, or outside in our glorious gardens. ... more   less 
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Also Known As:
Holiday Inn Express Playacar Riviera Maya Hotel Playa Del Carmen
Express Playa Del Carmen
Express Playacar Riviera Maya
Holiday Inn Playa Del Carmen
Playa Del Carmen Holiday Inn
Wyndham Garden Playa Del Carmen Mexico/Riviera Maya

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