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Holiday Inn Express & Suites Playa del Carmen

REVIEWS

Guest Reviews
Each review and rating we receive is verified to ensure that we display only information provided by guests who have actually stayed in the hotel.
Real Guests
Ratings summary
Overall Experience 
4.7 / 5
4.7 / 5
Open Ratings Snapshot
Rating breakdown 860 reviews
5 Stars
686
4 Stars
115
3 Stars
33
2 Stars
15
1 Star
11
based on 860 reviews
794 out of 83895%recommend this property.
Staff and Service 
4.7 / 5
4.7 / 5
Room and Comfort 
4.7 / 5
4.7 / 5
Value 
4.6 / 5
4.6 / 5
Room Cleanliness 
4.7 / 5
4.7 / 5
Sleep Quality 
4.7 / 5
4.7 / 5
Variety of Breakfast Choices 
3.8 / 5
3.8 / 5
Able to Relax 
4.5 / 5
4.5 / 5
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Product ReviewsWrite a review
I’ve been charged twice and they do not reply to me for correcting and reimbursing one of the charges
Overall Experience 
1.0 / 5
1.0 / 5
PostedMarch 6, 2025
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fromBrazil
Age:35-49
Traveler Type:Leisure
Reason for Visit:Vacation
Staff and Service 
3.0 / 5
3.0 / 5
Room and Comfort 
3.0 / 5
3.0 / 5
Value 
2.0 / 5
2.0 / 5
Room Cleanliness 
4.0 / 5
4.0 / 5
Sleep Quality 
2.0 / 5
2.0 / 5
Variety of Breakfast Choices 
2.0 / 5
2.0 / 5
Able to Relax 
2.0 / 5
2.0 / 5
No, I do not recommend this property.
My card has been charged twice and I have not received the reimbursement for the second and repetitive charge. Also, the hotel doesn’t respond to me to solve the issue. Do not recommend at all.
Reason for Visit:Vacation
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onMarch 13, 2025
Hi LM-2025,
Thank you for staying and sharing your experience at our Holiday Inn Express & Suites Playa del Carmen during your vacation. We appreciate you for being one of our IHG One Rewards members!
We're committed to providing you with the best overall experience. I'm sorry about the issues you encountered. I brought this up to our local management's attention. I'm certain that the necessary actions will be taken to ensure better service. I also sent you a private message discussing this further.
We look forward to seeing you again on your future trips, and we'll do our best to make your next stay better than the last!
Safe travels,
Jomar M.
Case Manager
IHG Hotels & Resorts Service
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Nice hotel in Playa del Carmen
Overall Experience 
5.0 / 5
5.0 / 5
PostedMarch 3, 2025
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fromSlovenia
Age:35-49
Traveler Type:Leisure
Reason for Visit:Holiday
Next Destination:Malta
Staff and Service 
5.0 / 5
5.0 / 5
Room and Comfort 
4.0 / 5
4.0 / 5
Value 
4.0 / 5
4.0 / 5
Room Cleanliness 
5.0 / 5
5.0 / 5
Sleep Quality 
4.0 / 5
4.0 / 5
Variety of Breakfast Choices 
2.0 / 5
2.0 / 5
Able to Relax 
4.0 / 5
4.0 / 5
Yes, I recommend this property.
Nice hotel with a rooftop pool. Extremely kind staff (especially Flor at the reception). Roomservice every day. Good location, close to the 5th avenue, but not noisy. Good WiFi. Breakfast options are limited and almost the same every day.
Reason for Visit:Holiday
Next Destination:Malta
ProsRoom Cleanliness, Location, rooftop pool
Conslimited breakfast options
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Great access to key point leisure activities and friendly and helpful staffs---perfect for family vacations
Overall Experience 
5.0 / 5
5.0 / 5
PostedFebruary 27, 2025
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fromPittsburgh, PA
Age:35-49
Traveler Type:Leisure
Reason for Visit:Family travel
Next Destination:Keywest
Staff and Service 
5.0 / 5
5.0 / 5
Room and Comfort 
5.0 / 5
5.0 / 5
Value 
5.0 / 5
5.0 / 5
Room Cleanliness 
5.0 / 5
5.0 / 5
Sleep Quality 
5.0 / 5
5.0 / 5
Variety of Breakfast Choices 
3.0 / 5
3.0 / 5
Able to Relax 
5.0 / 5
5.0 / 5
Yes, I recommend this property.
For an affordable and comfortable family stay in Cancun, Playa del Carmen, Tulum, this hotel makes a great choice.
The location offers easy access to the beach, activities, shops, and restaurants, creating the perfect balance between city life and coastal relaxation.
Staff go above and beyond, extra friendly and offering helpful recommendations for family-friendly activities. Rooms stay clean and comfortable, with quick responses to any requests like fresh towels.
Great value for money. Fast, reliable Wi-Fi made our stay extra comfortable. The rooftop pool, with its ocean view, offered my family with amazing sunset moments.
Breakfast brings a pleasant surprise, with delicious options like Mexican salsa and eggs adding a local touch.
A fantastic stay with excellent service, a prime location, and a rooftop pool experience—highly recommended!
P.S) It's only 3 mins walk away from Xcarlet resort pickup point.
Reason for Visit:Family travel
Next Destination:Keywest
ProsRoom Cleanliness
ConsFacilities
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The staff were amazing.
Overall Experience 
5.0 / 5
5.0 / 5
PostedFebruary 21, 2025
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fromWinnipeg Manitoba Canada
Age:35-49
Traveler Type:Leisure
Reason for Visit:Adventure travel seeker, site see.
Next Destination:This hotel
Staff and Service 
5.0 / 5
5.0 / 5
Room and Comfort 
4.0 / 5
4.0 / 5
Value 
5.0 / 5
5.0 / 5
Room Cleanliness 
4.0 / 5
4.0 / 5
Sleep Quality 
5.0 / 5
5.0 / 5
Variety of Breakfast Choices 
5.0 / 5
5.0 / 5
Able to Relax 
5.0 / 5
5.0 / 5
Yes, I recommend this property.
I'm in no means a hotel pro. Here are my thoughts.
PROS:
-The staff were always smiling and helpful, one word. Amazing.
-The breakfast staff, so polite, and always happy.
-Cuba and Osiris, the two that plan tours for the guests. Two of the nicest honest people I have met. Very easy to talk to, they explain everything before, so you're prepared for the tour. A must to talk to for sure, when planning and tours.
-The rooftop pool area, wow what a view, at night the lights of the city lite up night sky. The day time, a view of the ocean is visible, while soaking up the sun.
-Did I mention the staff
-Location, it's walking distance from everything, 5th Ave, shopping mall, Beach, Cozumel port, Walmart, plenty of restaurants, night life.
-Very think concrete walls and heavy doors(see cons) to keep any noise to a minimum.
CONS:
-The big heavy doors, when they close, they close, I mean they slam. The weight of these doors are incredibly heavy (see pros) which help to keep noise out. It took hearing it twice from guests down the hall, that I need to close my door slowly, to ensure it does not slam. Other people caught on pretty quickly as I did, some just didn't and it could be annoying. I'm assuming a simple fix of tweaking the doors or adding a slower closer.
-Now these are just nitpicky things I found, or stood out because everything else in the hotel was perfect.
-No smart tv, so streaming Netflix or any other app on the tv is a no-go.
-Tvs are on the bit of the smaller size
- Caulking around windows and fixtures, are messy(better than I could do though, who am I to judge)
-Paint splatter, various locations. Window, floor, mirror. This may have only been for my room, and only attention to detail.
Reason for Visit:Adventure travel seeker, site see.
Next Destination:This hotel
ProsRoom Cleanliness, Location, Atmosphere, Facilities, the staff
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Who are this hotel prioritizing?!?
Overall Experience 
2.0 / 5
2.0 / 5
PostedFebruary 17, 2025
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fromMichigan, USA
Age:50-64
Traveler Type:Leisure
Check Out Date:2025-02-12
Reason for Visit:Anniversary getaway
Next Destination:the same as this time
Staff and Service 
1.0 / 5
1.0 / 5
Room and Comfort 
2.0 / 5
2.0 / 5
Value 
2.0 / 5
2.0 / 5
Room Cleanliness 
4.0 / 5
4.0 / 5
Sleep Quality 
1.0 / 5
1.0 / 5
Variety of Breakfast Choices 
2.0 / 5
2.0 / 5
Able to Relax 
1.0 / 5
1.0 / 5
No, I do not recommend this property.
We chose this hotel for our four-night stay in Playa del Carmen because we wanted to avoid the noise of the city center while still being within walking distance. Nighttime quietness is one of our top priorities when selecting accommodations.
However, on two out of our four nights, the fire alarm went off multiple times, disrupting our sleep. As a result, my wife fell ill and had to spend an entire precious day in bed. On the first night, the alarm sounded four to five times, and on the second night, it went off twice. When we inquired at the front desk, we were told that the cause was guests smoking in rooms where it was prohibited.
The hotel/staffs should have evicted the guests who repeatedly violated the rules on the first night, but instead, it chose to let them stay, SACRIFICING THE PEACEFUL SLEEP OF MANY INNOCENT GUESTS. CLEARLY, THE PRIORITIES ARE MISPLACED.
This was EXTREMELY disappointing and upsetting , and I would like a refund for what we should have deserved.
Check Out Date:2025-02-12
Reason for Visit:Anniversary getaway
Next Destination:the same as this time
ProsRoom Cleanliness, Location, Recognition for IHG® Rewards Club Members
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onFebruary 24, 2025
Hi Kickna,
I am glad to have been a host to one of our valued IHG® One Rewards Silver Elite members. Thank you for staying at the Holiday Inn Express Playa del Carmen for your trip and for sharing your thoughts about your stay. I trust that all is well.
We take pride in offering our guests an attractive place to rest, but I'm sorry to learn about the issues encountered during your visit. I have shared your comments with our hotel management team. I am sure they will use this as a reference for improvement.
I hope you allow us to turn things around the next time you stay with us.
Kind regards,
Grace L.
Case Manager
IHG Hotels & Resorts Service
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Respeto a socio ihg
Overall Experience 
3.0 / 5
3.0 / 5
PostedJanuary 23, 2025
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fromOrizaba
Age:25-34
Traveler Type:Leisure
Reason for Visit:Vacaciones
Staff and Service 
2.0 / 5
2.0 / 5
Room and Comfort 
3.0 / 5
3.0 / 5
Value 
3.0 / 5
3.0 / 5
Room Cleanliness 
3.0 / 5
3.0 / 5
Sleep Quality 
3.0 / 5
3.0 / 5
Variety of Breakfast Choices 
4.0 / 5
4.0 / 5
Able to Relax 
3.0 / 5
3.0 / 5
No, I do not recommend this property.
No se me dieron mis puntos ihg
Reservacion y pago de primera noche fue online
Reason for Visit:Vacaciones
ProsLocation
Consrecognition for ihg rewards club members
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Excellent Room Layout and Location!
Overall Experience 
5.0 / 5
5.0 / 5
PostedJanuary 12, 2025
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fromSouthern California
Age:35-49
Traveler Type:Leisure
Check Out Date:2025-01-08
Reason for Visit:Vacation
Staff and Service 
5.0 / 5
5.0 / 5
Room and Comfort 
5.0 / 5
5.0 / 5
Value 
5.0 / 5
5.0 / 5
Room Cleanliness 
5.0 / 5
5.0 / 5
Sleep Quality 
5.0 / 5
5.0 / 5
Variety of Breakfast Choices 
5.0 / 5
5.0 / 5
Able to Relax 
5.0 / 5
5.0 / 5
Yes, I recommend this property.
We were a party of 5 and everyone slept comfortably. The room's design made space for so much convenience. The furniture was very functional and honestly the room layout with furniture was my favorite part of this hotel. I wish all hotels paid attention to furniture and its layout bcse these details go a long way when your are a party of 5 and with kids. Being able to stay organized and not have luggage take space is a huge bonus on my part! The location was centrally located and so many restaurants and night cuisine at a less than 5 minute walking distance. If I ever come back to Playa Del Carmen I will stay here again. Also the Plaza Las Perlas where Xcaret excursions meet was less than 5 minute walk which meant I saved money not adding direct hotel pick up.
Check Out Date:2025-01-08
Reason for Visit:Vacation
ProsAmenities, Room Cleanliness, Location, laundry machines free
Conslaundry only allowed till 8pm
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Very nice hotel
Overall Experience 
5.0 / 5
5.0 / 5
PostedJanuary 8, 2025
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fromMontana, USA
Age:50-64
Traveler Type:Leisure
Reason for Visit:Holiday
Next Destination:Paris, France
Staff and Service 
5.0 / 5
5.0 / 5
Room and Comfort 
5.0 / 5
5.0 / 5
Value 
5.0 / 5
5.0 / 5
Room Cleanliness 
5.0 / 5
5.0 / 5
Sleep Quality 
5.0 / 5
5.0 / 5
Variety of Breakfast Choices 
5.0 / 5
5.0 / 5
Able to Relax 
5.0 / 5
5.0 / 5
Yes, I recommend this property.
As usual, a very nice Holiday Inn. Please note if you plug in the hotel name in google maps, the address is not correct.
Reason for Visit:Holiday
Next Destination:Paris, France
ProsRoom Cleanliness, Amenities, recognition for ihg rewards club members
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