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“Credit card scam (or mistake?)”

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Wyndham Garden Playa Del Carmen
Ranked #120 of 211 Hotels in Playa del Carmen
Helsinki
Level 4 Contributor
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Credit card scam (or mistake?)”
Reviewed 17 January 2013

The hotel was fine. Ok room, good bed and nice albeit smallish outside pool. The problem was that the hotel charged my credit card for two extra nights and hasn't admitted their scam/error. They didn't answer my e-mails about this extra charge at all before I asked the IHG chain for help, then they answered that they had all the right to charge this extra even thou they of course did not.

Now they once again don't answer my e-mails at all. I have made a dispute and my credit card company will try to get the extra money back and hopefully succeeds but because of this scam I can't recommend this hotel to anyone. A hotel should not try to steal a customer's money.

To be honest I'm still not totally sure whether this was a deliberate scam or an honest mistake that they for some reason won't admit. Difficult to say when they don't communicate with me at all and whether it was a scam or mistake they don't care about, my money is gone all the same.

Stayed January 2013, travelled with friends
Helpful?
1 Thank FinnishFlash77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Wyndham Garden Playa Del Carmen, responded to this review, 30 January 2013
Dear FinnishFlash77,

Thank you for your review regarding your recent stay at our hotel. It is regrettable you were not satisfied with the service you received. I would like to address this with you further. I have sent you a private message to obtain more information about your stay. I look forward to hearing from you and being of further assistance.

Sincerely,

Pam G.
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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486 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (33)
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English first
Escondido, California
1 review
Reviewed 17 January 2013

We visited this hotel January 2 2013. My group reserved 3 rooms we were six adults and one child. We loved this hotel as a base for our travels in Playa Del Carmen (Tulum, Xcaret). We went to a Holiday Inn Express chain hotel expecting good service, a clean bed and a reasonable price and is exactly what we got and more. This is a great hotel who gives you more than you pay for, the included breakfast was good, nothing fancy but exactly what you need to get your day started: Fruit, juice, eggs, chilaquiles, toast, milk etc.

The place is located near the entrance of Playacar, there is an Oxxo nearby and public transport is plentyful.

The only issue we had was a buzzing noise throughout the night (almost like a cell phone on vibrate mode, it was probably an AC?) every 5 minutes, it was faint but still there. It wasn't enough of an issue for us to request a change (we did not even notify the hotel), but it might be for someone else.

We had a pleasant stay and would not hesitate in coming back.

  • Stayed January 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank George2214
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian R, Manager at Wyndham Garden Playa Del Carmen, responded to this review, 13 August 2013
Dear guest:

We are glad to hear from you since you have been kind enough to take the time to write your comments.

We are excited to know that your last stay at Holiday Inn Express Playa del Carmen was of your complete satisfaction; that is our goal and our motivation: to reach and exceed your expectations.

We are taking care of your necessities to offer you the best Service as you deserve.

Your comments about your stay at our hotel make us feel we are working the way we should in order to satisfy guests as yourself.

Dear guest, again thank you very much for all your positive words, they make us feel stronger to work every day offering you the best service.

Thank you for all your kindness

Christian Ramos
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Farmington, New Mexico
Level 6 Contributor
315 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
Reviewed 13 January 2013

We stayed at the HIExp in Playa during the Christmas season of 2012. It was a very clean and comfortable hotel The daily breakfast was good and complete..albeit a bit too consistent as we stayed 6 nights and ate almost the same everyday. The staff was very accommodating and helpful and friendly..spoke good English as well.

Room Tip: No Kids Activities or Spa hence the rating
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AnB_4ever
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian R, Manager at Wyndham Garden Playa Del Carmen, responded to this review, 20 August 2013
Dear guest:

We are glad to hear from you since you have been kind enough to take the time to write your comments.

We are excited to know that your last stay at Holiday Inn Express Playa del Carmen was of your complete satisfaction; that is our goal and our motivation: to reach and exceed your expectations.

We are taking care of your necessities to offer you the best Service as you deserve.

Your comments about your stay at our hotel make us feel we are working the way we should in order to satisfy guests as yourself.

Dear guest, again thank you very much for all your positive words, they make us feel stronger to work every day offering you the best service.

Thank you for all your kindness

Christian Ramos
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Seattle
Level 6 Contributor
67 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 77 helpful votes
Reviewed 12 January 2013

My family spent 4 nights in Playa Del Carmen after staying at an all-inclusive resort in Cancun. We did not want an all-inclusive resort in PDC because we had planned to make several days trips. We wanted a safe, clean and inexpensive place, and the Holiday Inn Express met all our expectations.

As others have pointed out, this hotel is not centrally located. It is about 12 minutes walk to the busier 10 Ave and another 2-3 minutes walk to the ADO bus station or 5 Ave, where the action is. It is a safe and flat walk. There is a convenient store about 5 mins and a grill restaurant about 7 mins from the hotel. The hotel provides a free shuttle almost hourly from the hotel to 3 locations near 5 Ave throughout the day. I believe the first shuttle is around 9-something and the last one is around 5-something. You have to walk or take back. There are taxis parked at the hotel in the morning if you do not want to take the shuttle.

There are a couple of beach facilities where you can use for free as guests of the Holiday Inn Express. One such place is the Senior Frog beach near the ferry terminal. This is a clothing optional beach.

The check in process is straightforward and the front desk people were friendly and professional. The concierge was very friendly and full of advice. We took her advice of taking the ADO bus to Chitchen Itza; in hindsight, we would not recommend taking the ADO bus because it takes an hour longer each direction. For 5 people, we could have hired a taxi for the day for the same price.

We had 2 rooms and both were quite big and very clean and quite modern. One of the shower drain was draining very slowly, so we called the front desk. The maintenance guy showed up within 5 minutes and fixed it. Fantastic responsiveness.

The hotel have bicycles for guests to use for free. You just need to give the security people an ID to check out the bicycles. We had a wonderful ride around the Playacar resort area which rather relaxing and safe.

Breakfast appear to be yummy but all I had was toast and jam. The day we check into the hotel, I had a terrible case of food poisoning. Prior to my illness, my last meal was lunch at the all-inclusive resort in Cancun. I was taken to the emergency room in PlayaMed Hospital in an ambulance. Anyway, I felt the effect of the food poisoning for several days so all I could eat was toast and jam. My family thought that the breakfast was quite good. There were toasts, pastries, cereal, about 6 diffrerent kinds of Mexican food (bean, etc.), fruits, yoghurt, milk, coffee, juice, etc.

Throughout the day and night, coffee, tea and water are available from the lobby for free. I did not like the taste of the tap water. It tasted rather salty and unpleasant.

My #1 complaint about this hotel is the weak wifi. Wifi from from our rooms were rather weak and unusable. Wifi from the lobby was better but not strong either. Most frustrating was that the signals keep dropping every so often. There are ethernet jacks in the room, so bring an ethernet cable if you've a laptop. Also, they have a business center with 3 computers and 1 printer, which is very useful for online checkin for flights.

I would stay at this hotel again for my next visit.

Room Tip: Rooms on the left side of the hotel are quiet. Rooms on the right side may be more noisy since they...
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  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank SeattleTravelDude
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian R, Manager at Wyndham Garden Playa Del Carmen, responded to this review, 20 August 2013
Dear guest:

We are glad to hear from you since you have been kind enough to take the time to write your comments.

We are excited to know that your last stay at Holiday Inn Express Playa del Carmen was of your complete satisfaction; that is our goal and our motivation: to reach and exceed your expectations.

We are taking care of your necessities to offer you the best Service as you deserve.

Your comments about your stay at our hotel make us feel we are working the way we should in order to satisfy guests as yourself.

Dear guest, again thank you very much for all your positive words, they make us feel stronger to work every day offering you the best service.

Thank you for all your kindness

Christian Ramos
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Edmonton, Canada
Level 4 Contributor
26 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 4 January 2013

I have stayed here numerous times and it is still a great hotel.
Nice people, clean hotel and pool.
The free breakfast is ok as well.
The gym equipment is good but a bit dated and in need of some repairs (if you run on the treadmill closest to the glass wall the rubber matt jams sometimes).

Room Tip: Hotel is not on the beach but the pool is adequate.
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  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Doug H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christian R, Manager at Wyndham Garden Playa Del Carmen, responded to this review, 20 August 2013
Dear guest:

We are glad to hear from you since you have been kind enough to take the time to write your comments.

We are excited to know that your last stay at Holiday Inn Express Playa del Carmen was of your complete satisfaction; that is our goal and our motivation: to reach and exceed your expectations.

We are taking care of your necessities to offer you the best Service as you deserve.

Your comments about your stay at our hotel make us feel we are working the way we should in order to satisfy guests as yourself.

Dear guest, again thank you very much for all your positive words, they make us feel stronger to work every day offering you the best service.

Thank you for all your kindness

Christian Ramos
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Durango, Colorado
Level 5 Contributor
42 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 80 helpful votes
Reviewed 17 December 2012

We were to start our vacation at a resort just south of Playa del Carmen on the 3rd of Dec., 2012 but flight came in late so we came a day earlier and stayed at the Holiday Inn Express. The front desk was extremely nice, he called and got us pizza from take out, told us about the breakfast in the morning and we were all set. The room was very clean and the bed was one of the best we have had in this area. We did have a problem with our shower as the water was just a trickle but the maintenance guys came and worked on it and had it working within an hour. The breakfast the next morning was very good, fruit, eggs, cereal, and a mexican dish which was really good. We had coffee out by the pool which was very nice and the workout room looked really nice. We didn't use the pool or work out room but all seemed up to par. I would stay here again and probably will as this flight seems to be what we now have to take. Great place

  • Stayed December 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kryn H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Walsall, West Midlands
Level 6 Contributor
219 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 185 helpful votes
Reviewed 9 December 2012

We enedup up here for one night because of a misssed flight: the staff were helpful and friendly, and the room comfortable. There's no bar or restaurant, but you can order in takeaway food, or the town is a short taxi ride (I'd guess about 15-20 min walk) away, and for the price the place is fine- spotlessly clean, confortable bed, working aircon.

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ChrisBartram
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 77713, 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:
#15 Best Value Hotel in Playa del Carmen
#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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