The cleaning staff, bartender & security were all great. Special shout out to Diego! Great guy. They all tried to help me with issues at every turn. Thank you

all I can say about the general manager is that he is of absolutely no help. When I checked in, the room was nice. The following morning went to have coffee on the balcony. No chairs. No big deal, right? Informed the front desk. The answer from the woman at the front desk was, and I quote "Your room doesn't come with patio furniture" Obviously that was untrue. All rooms provide patio furniture. Long story short, I was promised chairs for 5 straight days of my 6 day stay by the lying general manager. I was finally provided chairs the last night and they did not come from the manager. I was disappointed to say the least as to the being lied to and lack of professionalism. Other than that, the rest of the staff were great and helpful. Shame they have a crappy manager.

GREAT location (off popular 5th Ave) 31 rooms, small enough to be personable yet big enough to offer great service & amenities. All staff extremely personable & attentive. Axel, Alisa, Osvaldo & Juan (overnights) @ Front desk, Martin & Paulina @ Security ERICK @ the rooftop bar Hector, Felix, Aldo, ILario & Janet (Cook) Anna, Rosalia @ Housekeeping Efrain & Julio @ Maintenance. Shout out to all of them, they work well together & polite/personable with Guests. Breakfast hours were fantastic (until NOON every day).

A few more surfaces in rooms to place items on & maybe add some black tea options to offerings @ Breakfast, but these are minor.

Great location, clean room, comfortable beds, great staff. Fridge in the room and safe box. They kept our luggage for a few hours on the day we left, after checkout, so it was nice for us. They offered bottle of water but only at the reception, if you asked for it, on booking description it’s written as well and we expected to have it daily in our room, so you should know.. 2 steps away from everything you need, probably 5 min walk to the beach. So all in all, it was nice to stay there, last but not least very friendly staff. We were happy with the receptionist who greeted us on our arrival (late night 6th november), he is such a nice guy, friendly and helpful.I don’t remember his name, but the manager of the hotel should be proud of him, and keep an eye on him for a promotion :) Our luggage was delayed, and he was very attentive the first days to help us get it back on time. Greetings to everybody we met there! Will be happily coming back!

For sure that we didn’t receive one of their best rooms. We had no chair in our room, the furniture was a bit rusty and we only had one chair on the terrace, it would had been nice to have 2, especially when you are not alone and you want to relax. A little bit noisy during night time (traffic, loud music from nearby, not the hotel’s fault and was not quite a big problem for us), we slept with our windows open, otherwise it was too hot inside. We had toiletries but they were not refilled, te cleaning lady replaced the soap only. During our 4 nights stay, the cleaning lady entered 2 twice, once by mistake (our fault we didn’t had the “do not disturb sign outside) and once to pick up the trash, so no floor cleaning..

The workers (late night security guards were very nice!). The staff were well trained and tried their hardest to make sure they made our stay well. The breakfast was fresh and good. The hotel was updated. Lastly, the location was perfect for a quick walk to the beach (10-16 mins) and let’s not forget 5th Ave! The walk was less about a minute away. Thank We overall, liked our stay😊.

The A/C was set at a certain temperature to where you could not change it. The water system in the shower was not the greatest. We had lukewarm water 98% of the time. There were also times when the water came out so slowly that it felt like raindrops. Lastly, prior to coming to the hotel we had asked about the COVID-19 testing and where to get it before returning back to the US. We were told that it’s free of charge and that you’ll only need to let the front desk know when you’ll need the test and they’ll get a doctor to do the test. Well, that information was not true. They told us to pay $50 each whereas other places close by had the test available for $20.

location , staff very friendly specially the young guy working at the bar in the swimming pool, was always helpful and professional, the bed is very comfortable and there is always a gentleman security guy at the entrance which was always very polite

breakfast is a bit overpriced and not so great and they offer a spa but need to pay only for access which should be free if you are a guest of the hotel and should let you pay only the treatment you do like other hotels do.. I received the towels for the swimming pool after my 4th day of the stay lucky I bring some from home.. the shower need to be sealed with a towel next to the door otherwise get water in all the bathroom, they should just sealed properly and wouldn’t happen

Everything was clean, modern and new. It was comfortable and the staff was friendly. It has a restaurant on site, doing room service with one of their 2 menus. At my request, they brought me a chair for the balcony and also fixed the safe. Short walk to the beach.

Loud music starting at 18:00 and ending at 00:00. Internet can be sketchy in the evening, but overall 8.5-9/10. Speed allows for streaming your own Netflix. They also have a dedicated room-specific internet access but i never got to make it work. In all fairness, i never asked for help.

Soul Beach is a wonderful location. Just a few blocks from the beach and Avenida 5, with its colorful shops and amazing restaurants. The Executive king suite we stayed in was perfect. Large room with a comfy bathtub on the balcony and beautiful headboard for their comfortable king beds.

The only thing that we did not appreciate was a security guard calling to ask if my mother had a man in her room, it was my husband, that was just a total lack of privacy. Also sometimes their hot water sucks and doesn't turn on.

Maria on the front desk was very friendly, as well all the other staff and security. The location was great near the main strip. The rooftop pool was lovely. The room was lovely and big, the bed was huge and comfortable pillows. Good Air Con. Quiet location so not disturbed by any loud music. Has a fridge to keep drinks cool. Seven eleven just across the road.

It was a bit disappointing that the spa was not included in the price of the stay, it would’ve been nice to have been able to freely use the sauna after a long flight. The shower was big but took a while to get warm. We couldn’t open the safe and it wasn’t screwed to the wall.

Really in the city center of Playa Del Carmen what made it easy to go to the beach or do some shopping and sightseeing. Also the room was clean and nice.

Nothing we didn't like, just a comment: we arrived at 1PM and had to wait until 3PM to check-in, it's written but would've been nice if they made an exception since the room was already cleaned and ready.

The spa is beautiful! The location is great! All of the employees are super friendly and the rooms are clean and comfortable.

The elevator was broken when we were there but it was no big deal.