The Yucatan Resort Playa del Carmen, All-Inclusive Adults Only, Tapestry by Hilton

The air conditioner in the gym never worked. I reported it every day. They use the absolute cheapest tequila and liquors that they can find. The bottle just said tequila. The food was of the highest quality but the kitchen was extremely slow. Most meals woukd take 1.5 to 2 hours
The toilets had trouble all week and only worked 30% of the time. It is half the price of the Hilton Playa Del Carmen, but truly half the quality.

We would like to begin by extending our sincere apologies for the experience you had during your recent stay at The Yucatán Resort. We deeply value your feedback and sincerely regret any inconvenience you experienced.
Furthermore, we want to assure you that we are taking immediate steps to address each of the situations you mentioned. Our management team is thoroughly reviewing all operating procedures and making the necessary corrections to ensure that these problems do not reoccur in the future.
We are committed to improving our quality of service and the overall experience of our guests. Your feedback is invaluable to us, as it helps us identify areas for improvement and drives us to work harder to deliver on our promises of excellence.
We sincerely hope you will give us another opportunity to show you that we are committed to your satisfaction and to provide you with the exceptional experience you expect and deserve.

The best thing about Mexico are Mexicans. They never disappoint with the quality of service. I had a wonderful time at this property. I choose it to spend my birthday week there. The food was great, but the Asian restaurant was the only one I didn't enjoy. The in room dining was really convenient and a wonderful option to have. The bed and pillows were very comfortable. Location great! But 5th avenue bars and restaurants can get loud music going until 2am. And you might hear it from your room. The rooftop did not have umbrellas for shade. But I spoke with the manager Paula and she was fantastic. She figured a way to attend my request and we ended up having a spot with shade the whole week 😊 I'd recommend this hotel.

Dear 830leticias:

Thank you very much for sharing your experience with us! We are very happy to hear that you enjoyed your stay at our hotel The Yucatán Resort during your birthday week in Mexico.
We sincerely appreciate your positive comments about our property, especially about the quality of service provided by Paula Santos. Likewise, we pride ourselves on having a committed team that strives to make every experience memorable for our guests.
We take all feedback from our guests seriously and are pleased to know that Paula was able to accommodate your request to provide you with a shaded spot during your stay on the rooftop. We value your feedback.
Furthermore, we look forward to having the pleasure of welcoming you back in the future and providing you with another exceptional experience at our hotel.

Pros:
-Staff is excellent
-Food is tasty
Cons:
-Towels are terrible. They're rough like sandpaper and a lot of them literally have holes in them
-The beds and pillows suck. The pillows are like bags of cotton balls, no neck support
-AC smells like mildew
-Very limited food options. You basically have one place to eat breakfast and one place to eat lunch/dinner. We basically ate the same food every day. You can pay $75 per day, per person to eat at the Hilton resort down the street (they have way more dining options); however, we were told that we could only be there from 9am to 6pm. Well, dinner starts at 6pm, so that didn't make sense.
Basically it seems like Hilton bought this old hotel, renovated it to make it look nice online, and tried to market it as an all-inclusive resort. If you've ever been to a real all-inclusive, you'll be very disappointed.

Dear Sherpa35169857978,

We sincerely appreciate your detailed feedback regarding your recent stay with us at The Yucatán Resort. At The Yucatán Resort, we strive to provide exceptional experiences to all our guests, and we deeply regret that your experience did not meet your expectations or our usual standards of quality.
We highly value your praises towards our dedicated team and the quality of our food. However, it is evident that there are areas in which we need to improve to ensure that every stay is satisfactory
We take your concerns very seriously. These issues do not reflect the quality and comfort that we strive to offer. We are committed to addressing these issues immediately and implementing corrective measures to ensure that such occurrences do not happen again in the future.
We appreciate your honest feedback and the opportunity to improve. We would love to have the chance to welcome you again in the future and demonstrate that your concerns have been effectively addressed. Please do not hesitate to contact us directly if we can be of assistance in any additional aspect.

I have been back from Yucatan for 1 week, and have still been raving about it. I read some of the other reviews before leaving and was a bit worried given the poor ratings/reviews. My friend and I decided that we really needed to set the story straight and right an honest review from our trip there.

We were there from Mar 3-8th, arriving very late on the 3rd. The shuttle to the resort was a little disorganized and the wait was about 45 minutes. We arrived at 930pm, waited for our luggage and got to the "waiting spot" at about 10:15pm. We didn't get onto a shuttle until 11pm - and found another group of people (6 of them) already there that had been waiting for almost 25 minutes. (so were we forgotten? why were we not called at the same time as the other group?)

We dropped off 2 other families/groups and finally arrived at our resort at 1230. It took about 30 minutes to check us in and we were exhausted/starving. They have a little "coffee corner" that had pastries, beverages and coffee/tea so we grabbed a bunch and headed to our room. Unfortunately there were no plates, utensils, and barely any napkins but we made it work. Our room was MASSIVE and beautiful. Perfect for what we needed it for.

Our first morning was WONDERFUL. We went downstairs to the main floor and had breakfast. There were so many options and they all sounded delightful. French toast, pancakes, fresh fruit, avocado toast, eggs in various ways, Mexican breakfasts, oatmeal, chia cups. It was hard to choose! The service was also wonderful. Ivan was our server the first morning, and he was funny, engaging and very welcoming. We were off to a great start.

The rooftop patio has a great number of lounge chairs with 2 pillows (you can use them to sit up higher, or use 1 for your head and another for legs). When we got there at 10, we had our selection of chair. There is very little shade on the rooftop so be warned. And the sun is EXTRA strong. for 5 full days, my friend and I used 4.5 bottles of sunscreen and still had minor burns in areas. After a few hours of sun, we decided to go work out at the gym. It's very tiny, but has 2 treadmills, 1 bike, 2 elliptical machines and a full set of weights. They also provide towels and water bottles. It was perfect for what we needed.

Lunch and dinner are back up on the rooftop (where shade is limited as well). But the lunch selections are DIVINE and plentiful. There are more seafood options than non, but there are still enough to get you full. Their ceviche, tuna tostadas, shrimp tacos, fried calamari are amazing. But they also have chicken wings, quesadillas, burger, salads, nachos, spaghetti, and fried chicken. It was ALL delicious but we stuck with the first 4 listed above because they were our favourites. Try their margaritas! Passion fruit and mango were our go-tos, but they can make anything you request. They also have a drink menu with specialty drinks as well. Delicious!

After lunch we went back to the loungers and enjoyed the sun and pool. There is a server that walks around taking drink and snack orders (there is a separate "snack" menu that you can order next to the pool if you don't want to sit at the restaurant). By 5pm the patio started clearing out as other guests were getting ready for dinner. We basically had a private rooftop pool to ourselves!

We went back to our rooms to shower and get ready for dinner (back on the rooftop). Dinner is just as expected - delicious and hard to choose from all the options. Our favourites are the apple/spinach salad, grilled octopus, beetroot carpaccio, seafood pasta, a Mexican-style steak (a little tough which is normal for that cut, but still delicious), chicken supreme, and salmon.

This was basically our daily routine for the full 5 days of our vacation and it was lovely. The resort is on a very busy and touristy street, so you feel perfectly safe walking along 5th avenue throughout the day, and even at night. After dinner one night, we walked along 5th and saw some street performers and almost all of the shops were still open. We then crossed to the beach and walked back to the resort on the beach (and we felt safe!)

Of course there were a few minor things that weren't "perfect"
- Since you are on a VERY busy street, the noise level is CRAZY. it starts at around 10pm and there is karaoke and club music blasting through the walls well into the night. We read other reviews and knew this so we brought a sound machine which worked wonders. We put it on the nightstand between us and slept like babies.
- the water pressure for the toilets is a little low so be careful of clogging the toilet! My tip is to hold the flush a bit longer - I find it forced a bit more pressure and helped to flush better.
- At some of our meals, the service was a bit slower. But we didn't mind - we're on vacation! What are we rushing for? You can tell the servers are trying their best and getting things going. Please don't take it out on them!
- The resort itself does need a bit of love and updating (ie the missing pool tiles) but you can overlook these things because they don't make or break your trip.

We will definitely be back at Yucatan because the service, food and overall experience was exactly what we were hoping for. Thank you for making our vacation so memorable and relaxing! We have been raving about it to all of our friends and family and have been keeping our eyes peeled for deals to go back! :)

Dear 975britneys!

On behalf of the entire team at The Yucatán Resort, we would like to express our sincere appreciation for taking the time to leave such a positive and objective review. We are very happy to hear that your stay was excellent and that we were able to exceed your expectations, in terms of service, food and a memorable experience.

At The Yucatán Resort, we continually strive to provide exceptional, personalized service and create memorable experiences for our guests, and comments like yours are the greatest reward for our hard work.
We sincerely hope to have the privilege of welcoming you back in the near future and providing you with another unforgettable experience. Please contact us at CZMPD_Hotel@hilton.com so that we can make your stay even better.

Thank you once again and have a wonderful day!

Sincerely, The Yucatán Resort Team

Try to avoid Room 225. Checked in yesterday. Everything seems nice except the room smells. My family is ok so I decided to give it a try. Big mistake! I have been struggling to ignore the smell in the room. I put on a n94 mask. Front desk mentioned humidity but the smell is unpleasant and pungent! It’s 4:00AM and I am questioning myself why flew all the way here to suffer a sleepless night??? I am super tired and want to SLEEP! Help!!!

We sincerely regret the inconvenience you experienced during your stay at our property, especially with regard to the odour issue in the room. We deeply value your feedback and wish to address this issue immediately to ensure a comfortable and pleasant experience for all of our guests.

Please accept our sincerest apologies for any inconvenience caused. If there is anything else we can assist you with during your stay or if you would prefer to change rooms, please do not hesitate to contact the front desk. Your comfort and satisfaction are our top priority.

We hope that the rest of your stay will be much more enjoyable and look forward to providing you with an excellent experience in the future.