I travelled at the end of December, and had my wedding at Playacar Palace. I had expressed my displeasure in my survey, as well as by sending a formal letter to Playacar Palace. It was ignored. As a result, I am now posting my candid review (that had the resort initially responded to me, I would have acknowledged they made good). (Not to readers, scroll through posts from others during the end of Dec –Jan time frame who will offer a similar review)
I will start by saying that the staff of this resort makes it remarkable. Everyone; from the groundskeepers to the beach towel staff to the people we usually take more notice of –bartenders, guest services, front desk…are absolutely exceptional. After our experience it has become obvious however that the executive management of Palace Resorts however takes both their ‘non VIP’ guests and their staff for granted.
During our wedding guest(s) stay, our comfort and use of facilities was completely compromised by Playacar Palace’s catering to Colin Cowie ( Ironically, a D-List celebrity/wedding and event planner) and his guests. I am astounded that Palace resorts would allow one group to take over the resort and infringe upon other paying guests.
As I was hosting a wedding reception at the Playacar Palace I was made aware of the specific rules that applied to having outdoor events/receptions. It was made very clear to me that under no circumstances could we have events outside beyond 10 pm. (presumably due to disturbing other guests) It’s obvious this rule was neither applied or enforced for Mr. Cowie.One evening they had a beach part that lasted until 1 in the morning with the soundsystem and speakers facing the resort. We did not sleep that evening and the next day was certainly not relaxing as we were tired. On New Year’s Eve, their outdoor dance party (DIRECTLY BELOW MY BALCONY) began at 11:30 and lasted until about 4 am. We were also treated to dismantling of this dancefloor at around 7:30 in the morning on January 1st. It’s unfortunate that both my husband and I, and other paying guests paid for an upgrade for an ocean view suite but in fact were the ones that suffered the most from this group and their private events.
I was also very disappointed with how guests who were not in Mr. Cowie’s party were treated for New Year’s Eve festivities. We had the dismal choice of having dinner and celebrations in either the corporate meeting room adjacent to the gift shop or the cramped sports bar. Even the landing outside of the lobby bar was closed off, so that Mr. Cowie and his guests could enjoy cocktails prior to their dinner.
Guests eventually stopped complaining at the front desk, as it was made clear the very first night we were all so horrified, that their hands were tied and nothing would be changed.
I have stayed at the resort when other sizeable corporate groups were in attendance and we never suffered any inconvenience. I believe that Palace resorts and the Playacar Palace made unreasonable exceptions for Mr. Cowie and his group and gave absolutely no thought or concern how this would affect other PAYING GUESTS of the hotel during this time.
This completely compromised our vacation and embarrassed us in front of other guests we encouraged to book there for our wedding.
I have noticed the General Manager Mr. Malacar responding to some of the posts...it's curious that in a public forum you're only to eager to respond, but when I have sent both a letter and filled out 2 satisfaction reviews (at the resort and the one sent to me online after our wedding) there has been no response at all. So customer service is just an illusion?
- Official Description (provided by the hotel):
- Playacar Palace, a trendy beachfront resort located steps away from Playa del Carmen's famous 5th Avenue and the Cozumel Ferry Dock. Our all-inclusive, luxury resort features 201 appointed rooms, 3 restaurants and 4 bars. This resort is considered the perfect spot to relax during the day and enjoy the nightlife and charms of "Playa" at night. Playacar Palace is perfect for families, couples, and group getaways. ... more less
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- Also Known As:
- Playacar Palace Hotel Playa Del Carmen
- Playacar Palace Mexico
- Playacar Palace Resort
- Playacar Palace Playa Del Carmen, Mexico - Riviera Maya