The Fives Downtown Hotel - Curio Collection by Hilton

Horrible service and unsafe for anyone with allergies or dietary restrictions. We got rooftop day passes on 10/24, and I told our waiter that I have celiac (gluten allergy) and that I am sober and cannot have alcohol. He said he understood, but the staff repeatedly ignored both. The nachos I ordered were missing ingredients, took over 30 minutes, and came smothered in fake yellow nacho cheese instead of the cotija listed on the menu. When I asked, the waiter lied and said it was a “different kind of cotija.” Then I ordered a Miami Vice sin alcohol, and they brought me one with alcohol. When I pointed it out, the bartender confirmed it contained alcohol. They remade it—and it was a double. I’ve been sober for two years, and this was absolutely unacceptable. Later, I ordered plain ice cream (no biscuit crumbs because of gluten). It came with crumbs anyway. After sending it back, I’m almost certain they just scooped it from the same contaminated bowl. I ended up getting sick from gluten exposure afterward. The food overall was mediocre, overpriced, and not what’s advertised. Another guest’s burger was undercooked and another had a Caesar salad and said that it didn’t even taste like Caesar. Between the lies, the cross-contamination, and the complete disregard for sobriety, this was one of the worst and most dangerous dining experiences I’ve ever had. Avoid this place at all costs.

This hotel had amazing service from the moment we checked in! The rooftop has awesome views and even better service. Arturo knew us by name after day one and made our experience a 10 out of 10! Josedir was so kind and had the best local recommendations. Both Arturo and Josedir were so welcoming—it made you want to keep coming back to the pool! We’re already planning our next stay and haven’t even checked out yet. Highly recommend

Place is fantastic. !!! I’m not the person to be trapped in one place and this location has it all! The main strip of playa del Carmen at your door. The service of the hotel is fantastic . All inclusive for dinner and breakfast and drinks are 10/10. You can get discounts as well on excursion. And if you ask the front desk they’ll give you a day pass to the 5 resort. Feel the difference. And you’ll see downtown is better.

I had an amazing time at the hotel pool! The atmosphere was relaxing and the pool area was clean and well-maintained. What really stood out was the exceptional service from the waiters, Adrian and Alejandro. They were attentive, friendly, and made sure I had everything I needed throughout my visit. Their warm smiles and professionalism truly enhanced the experience. Highly recommend this spot if you’re looking for great service and a refreshing poolside vibe!

The place was awesome! This is our second time here and we are not disappointed. The food and drinks are also great. The pool is very clean and fun. The room service and cleaning/maintenance is a 10/10. I rather stay here than the resorts because you have more access to playa and the amazing offerings in the main street such as the markets, Phramacies, Resturants, and much more! I would definitely come back.

Exceptional Service at The Fives Downtown – Playa del Carmen|During our stay at The Fives Downtown, we had the pleasure of being looked after by some truly outstanding staff members who made our experience unforgettable.|Sandy and Dorrey – Breakfast Wait Staff|Every morning, Sandy and Dorrey greeted us with genuine warmth and attentiveness that set the tone for the day. Their service was impeccable—always prompt, cheerful, and accommodating. Whether it was remembering our coffee preferences or offering helpful suggestions from the menu, they consistently went above and beyond to ensure we felt welcomed and cared for. Their friendly demeanor and professionalism made breakfast not just a meal, but a delightful experience.||Marcela at the rooftop bar was equally impressive. Her energy and hospitality brought the rooftop to life. She was knowledgeable about the drink menu and crafted cocktails with flair and precision. Marcela's engaging personality and attention to detail made every evening feel special, whether we were enjoying a sunset drink or winding down after a day of exploring. Her ability to create a relaxed yet vibrant atmosphere was truly appreciated.||Final Thoughts||The Fives Downtown is a beautiful property, but it’s the people like Sandy, Dorrey, and Marcela who elevate the experience. Their dedication to excellent service and genuine care for guests made our stay memorable. We’re grateful for their hospitality and look forward to returning!||All the best

We bought a day pass for the rooftop pool (which also included access to the fitness center) and had such a wonderful experience. The view from the rooftop is beautiful and made the whole day feel special. Service was excellent—our waiters, Adrian and Alejandro, were attentive, friendly, and made sure we had everything we needed. Highly recommend this spot for a relaxing day! I recommend to buy the day pass directly in the hotel and not via online platform. You safe additional fees.

The rooms were cleaned and prepared well for our stay. Some areas of the hotel seem like they could use updating. For our ur first few days, only 1 elevator worked so there was a wait time but not a big deal, we just took the steps but on our last day none of them worked so we had to carry our luggage down the steps. I even asked if we could maybe use the service elevator and I was told no. The communication with staff was not great with me being misinformed several times and I even politely voiced my concerns to the front desk staff. The view from the rooftop is priceless but the flooring could use updates for safety reasons alone. Overall, the property is clean but could use some touch ups. And the staff should be on the same page as far as policies & procedures. The area is noisy but cant complain if you willing choose to stay near 5th Ave. It wasn't a horrible stay by any means but I won't go out of my way to return.