The Fives Downtown Hotel - Curio Collection by Hilton

Good: Very good location, very nice design and also amazing rooftop! Bad: they are charging an extra 10USD per day - resort fee (mandatory), can't explain why and for what. Overall service could be improved. Some details: At first we were put in room 95, where the mattress was absolutely broken and impossible to sleep on. The reception, Vanessa I believe, did nothing with our request. We came later and a different girl also did nothing. Luckily their supervisor Eduardo changed the room in a few minutes with 0 issues, thanks to him a lot! The staff during breakfast is rude, ignoring you, but it is also understandable as there are just 2 or 3 people. But even then they will ignore you unless you catch them. A very rude one is Hugo, absolutely ignorant, and doesn’t want to serve you if you do not speak Spanish. The food choices are also very poor, all the same. We stayed for 10 days and it was one of the worst breakfast options we had so far. Even at much cheaper hotels there might be better choices.

Mr. Eduardo Reception, Mr. Jesus Reception,Mr. Renzo and Chef Roberto and the rest of the staff were great!The food was delicious. The hotel’s location is great, close to literally everything. Taxi service right out side the hotel, restaurants, convenience stores and banks. I was very impressed of how clean the Hotel was kept during my stay. There was literally someone cleaning everytime I stepped out my room hallways common area etc. The breakfast was amazing but the Rooftop Restaurant was the best. The seafood food was amazingly fresh. The views from the rooftop pool area are stunning. One of the best vacations I’ve had and a huge part of it was because of the staff.

Excellent location one street from 5th avenue and 2 stresrs away from the beach. The roof top pool was lovely to swim in and the views are amazing. Housekeeping was excellent we always went back to a lovely clean room. Arturo was our main server at the roof top bar and he was amazing very respectful to us always making sure we were comfortable. Treated my 12 year old granddaughter like a lady when serving her. Can you say hi to him from my son Bradley please and say thank you to him for looking after us so well. He made our experience. Thanks to you all for a wonderful stay from room 103.

Location, location, location! South end of 10th, one block from 5th Ave and two blocks from the beach. Close to ADO, Ferry, station and Park Los Fundadores. Suite decor is modern; stayed in King suite unfortunately did not have balcony (hence minus one star). Would recommend inner court yard suite to mitigate street noise. Paid for parking $25 US/night. Well worth the convenience. Staff were friendly and helpful. Highly recommend. Roof top pool is excellent.

This has been such an amazing surprise. In the restaurant, Julietta and Sandy are the most attentive waitresses! By day 2 Julietta already knew how I liked my coffee. Tania the customer experience manager was also fantastic. Was always available for questions and made sure any issues were sorted properly and quickly. Beautiful hotel room, amazing rooftop, great service. 10/10!

We recently held our wedding ceremony and reception on the rooftop of The Fives Downtown hotel. From the moment we decided to plan our wedding at this venue, to the moment we had our final send off, we were treated with exceptional customer service and care. Daphna, the venue’s event coordinator, was prompt in her communication in the months leading up to our wedding, and she was extremely attentive and committed to ensuring our wedding weekend was nothing short of magical. The check in experience and room accommodations exceeded our expectations. Our wedding weekend will always be a cherished memory thanks to the attention of Daphna and the rest of the staff here.

We booked this hotel on NYE bc of the rooftop pool and view. We were never informed that we wouldn't have access to the pool due to a dinner party happening at the hotel. We were never even invited as guests. The staff didn't seem that polite or understanding. The hotel was okay but not a 4-star quality due to the smell, dirty bathroom floors, and overall experience. I didn't think the breakfast was as good as the review say bc its a buffet with dry food. Frankly I wouldn't stay here again due to the lack of transparency from Hilton. I shared with the staff that I had been emailing them to ask about the pool access and she did not hold the staff accountable to their unprofessionalism. I dont recommend staying here since they prioritize outside customers as opposed to hotel guests for the experience. Rude management seems to think this hotel is better than it actually is.

Service was great! Drinks were great! Location was perfect. Lively hotel with a great rooftop pool. Staff were very attentive. Ones that stick out were Alejandro at the pool bar makes great mojito and is super friendly, and Josedir who showed a true interest in us as guests and how our stay was. He made sure we have pool chairs when we arrived, made sure to chat us up anywhere he saw us, topped up our coffee at breakfast, and even worked the desk at check out. He was everywhere and knows hospitality! FIVES - promote this employee, he's excellent for your hotel operation. Would we stay here again. Absolutely.

Amazing front staff, huge clean rooms and awesome location. Loved the treatment given to guest. Saw everyone happy and satisfied in the bar lounge too. Have a nice mini kitchen in the room. Loved our stay.

This is not a 5-star or even a 4-star hotel--3 stars at best. Unfortunately, it's the worst Hilton property I've ever stayed at. The staff is courteous and friendly, but ultimately ineffective. We stayed for three nights and were unable to rest during any of them. The location is excellent--close to beaches and shops--but that also means loud nightlife nearby, which isn't the hotel's fault. What is their responsibility, however, is the subpar air conditioning system and their complete unwillingness to address it. Upon arrival, we paid extra for a suite upgrade when I should have received a complimentary Honors Gold upgrade. From the start, our room was uncomfortably hot. Despite setting both thermostats to the lowest possible setting, the temperature never dropped below 22°C--while it was over 32°C outside. It appears the hotel limits AC performance, likely to cut energy costs. Cheap! Unlike a 5 or 4-star hotel would and should do. We complained four times. The first time, someone inspected the vents and said it should improve--nothing changed. The next three times, we received empty promises and no action. I understand preferring cooler temperatures may be subjective, but this wasn't about comfort--it was about basic livability. I couldn't sleep a single night. The sheets were soaked with sweat. Despite repeated complaints, nothing was done. This is a hotel-wide issue. Friends of ours in another room, who typically tolerate warm temperatures, found theirs unbearable and had to request a room change. To make matters worse, at checkout the front desk attempted to double charge us for an environmental tax we had already paid in cash. Only after we pointed it out did they say, "Oh, my bad--the system must have duplicated the charge." Ultimately, the poor AC alone is a dealbreaker. But what made the experience worse was the staff's dishonesty and lack of follow-through. I cannot recommend this hotel to anyone.

How do I give them zero stars? a terrible experience. We've visited several times over the years and this last time was so bad we won't ever go back. They tried to triple bill us at check-out, thank goodness we kept the receipt at check-in as to what we pre-paid. Then they mysteriously found it in their system. Service was slow - it felt understaffed. Breakfast buffet was not stocked well - lots of waiting for the food to come out. And the upstairs pool was like girls gone wild - over run with bachelor party frat boys. Not a restful experience. We did complain to the manager Raza who took photos of our passports on his personal phone. It felt threatening and not a safe space. We'll be escalating this to Hilton and also the embassy with concerns of passport fraud. Bad bad place. We won't ever be staying here again!!!!! It's a shame, all the other times were pleasant but there's certainly a change in managers and his poor leadership is rippled all the way through the entire staff. They're complacent and mediocre.

Rudest and most unprofessional hotel we have ever had the displeasure of staying! It is a shame because the property is on the nicer end and well located. The front desk folks do not all speak English and we had to use google translate to discuss basic items like where is the nearest ATM - this might be presumptuous but this is an international chain Hilton. Customer service is not high on their list - everything we asked for was a flat no, no rooms near each other, no late check out, no, no no. We were left feeling that they were doing us a big favor to let us stay here. And they NEVER pick up the front desk hotel phone - it took 9 calls on 3 different occasions for them to pick up once - whatever you need to speak to them about, they do not want to hear it. Well located near the ferry and at the end of the main strip. There is no parking so it's really difficult for taxi's to drop off or pick up - there a small spot around the corner of the entrance. Upon arrival check in takes 20 minutes and this does not include wait time, it's the actual time to check in (not exaggerating as we have photos with time stamps). The front desk guy had to explain every little detail about the hotel including a bunch of useless coupons to try to get you to spend more money at the hotel, even though it was 10pm at night and we were obviously tired. They asked if we wanted our minors to be permitted to have alcoholic drinks but told us that they could not get their own room keys - so the hotel wants to make money off selling liquor, but they'd prefer that minors pass out in the hallways after the hotel gets them drunk. Speaking of our rooms, we booked 2 rooms and did not give us rooms near each other - on different floors! The complimentary breakfast was quite good but there was no protein like bacon or sausage. We did wish they'd open earlier than 7am because if you have a full day activity with the standard 7am pick up, you are out of luck. The hot breakfast is on the better end - wait staff but otherwise a buffet with good scrambled eggs, pancakes, French toast, fresh fruit and roasted vegetables. Basket of breads brought to the table wasn't great - the chocolate croissants were stale. The wait staff were nice enough. Despite the reviews, we felt the complimentary breakfast was good and were not dissatisfied. The highly boasted roof top pool bar/restaurant was ok. The rooftop pool has panoramic views and is fun to swim for a half an hour or so. It is open to the public and we did not feel that as hotel guests that we got priority. Getting a lounge chair is pure luck and the waiters are very aggressive about ordering drinks or food. At one end of the pool is a private section of the pool for a penthouse room. Now here comes the final insult - upon check out, we were hit $70 of unexpected fees (not room charges but fees) on top of over $1,300 for the 2 rooms. If they could improve their total lack of customer service and basic poor attitude we might consider staying here again as the property was pretty good. This is in stark contrast to the other half of our vacation stay at Hilton Cancun Mar Caribe All-Inclusive Resort where we were treated incredibly well.

The staff is extremely helpful and very friendly. We were there for a destination wedding. There was some confusion with our "groups" rooms when we arrived. Rooms that were guaranteed through booking were not showing in there system initially. Ultimately a gentleman named Eli stepped in and he was able to untangle Hilton's booking mess and resolved the situation with everyone getting their reserved rooms as well as provided upgrades to a few families in our group that didn't book beachfront initially. Property location is fantastic and resorts staff did an excellent job with the wedding. It was Mother's Day weekend and wanted to get flowers for my wife and I spoke with Eli. Once again, Eli was kind and helpful as to go out of his way on his morning off to pick up flowers and then upon arriving to work later in the day, the evening before Mothers' Day and he delivered them to our room to surprise my wife while we were attending the wedding reception. Reading other comments from others concerning the condition of some of the amenities and the "roof-top" suites I do agree with. Overall an excellent stay as far as Eli and the Staff, location, food, beach access, price; but Hilton...please give these hardworking team members of yours a resort to be proud of in terms of its condition!

Our family of eight, including adult children, their partners and our young grandkids had a great stay here. We bought the breakfast package and enjoyed dining on the rooftop in the mornings. We would stay here again.

Gorgeous gorgeous girls take themselves on vacation and enjoy every second of it!! At the top of the year I decided to book a last minute trip to Playa Del Carmen and I'm so glad that I did. The fives downtown is a wonderful hotel for a very good price. Here's more about my stay, Things I loved, - Staff is extremely friendly. From the concierge downstairs to the rooftop servers they ensured that everyone was having a good time. I mean who doesn't love being served cocktails while in the pool. - Rooms were very clean and housekeeping came in each day to help tidy up - The hotel is located in a great spot. About 2 blocks away from the beach and a block away from 5th Ave so if you want to be out and about it's very accessible but also you can't hear really any of the noise from the street when you're in your room. - Rooftop POOLS! Yes, you heard that correctly there are multiple infinity pools on the roof and a hot tub. Although the main chairs get filled pretty quickly there are plenty more towards the spa that they have. - Food was really good. I only ordered food while at the pool and every single thing was delicious ... and I'm a picky eater. The guacamole was fresh and vibrant, Al pastor tacos were seasoned well and the empanadas. I wish I could make those because I would eat them daily. Overall I enjoyed my stay and would come back. Now, go ahead and book yourself a vacation... you deserve it!!

This is a great hotel. Perfectly located a couple of blocks from the beach and all other things like shops and restaurants. The hotel itself offers an unlimited welcome drink in the lobby, and an open bar for gold members after 5pm. My friend and I ended up having 6 drinks. The room is also spacious and has robes and a kitchen. I would definitely book this place again as it had everything I needed.

This is a very nice place to stay in. It's very well kept up. Super clean and very convenient to and located in the perfect area center to all activities. They have a very nice coffee shop, on site Restaurant that serves complimentary breakfast, a on site bar that has free happy hour from 5-7 (if my memory is correct). They also have an awesome roof top pool and bar/restaurant area that overlooks the ocean. The only not really negative thing is the lobby area is an atrium which is open to the outside so the heat and humidity can get a bit overwhelming. I also want to mention that the front desk manager is extremely helpful and friendly. Also, the ponds in the lobby have several, very cute small turtles that the kids enjoy looking at and feeding. I would definitely recommend checking his place out.

The rooms smell and are covered in mold. The building and rooftop have not been kept up and are in great need of repair. We received 0 customer service. Rating should be a 0 as well.

Lovely hotel with pleasant staff. Inner rooms have view of beautiful "living wall" as stated on the website but be aware they also have a very clear view of the inside of the rooms across from them. Curtains provide plenty of privacy but if you like sunlight AND privacy, an outer room would be for you. A storm arrived during our stay which was beautiful to watch as the center of the hotel is open air. The complimentary continental breakfast provides just the right amount of elevated sustenance. Everything a tourist needs, (shopping, food, bars, beach, massages, etc.) are all within walking distance. Note: booking transportation with the Fives PRIOR to arrival is quite pricey. However, once there they will coordinate taxis for you at literally 1/3 of the price. Luckily we only prepaid for one of our transportation needs. Be sure to look for the turtles living in the indoor pond.

Nice hotel with wonderful view. Hotel staff were amazing and the Sunday brunch was divine!

If you are an experienced traveler that is used to staying at nice hotels with excellent service DO NOT stay at this hotel. There are too many issues to list but the worst part of this hotel is the dining experience. Upon check-in they tell you that they do not take reservations for any of their on-property restaurants and it is on a first come first serve basis. That is NOT TRUE (aka a lie). They allow owners and members to make reservations. So even if you pay for a Penthouse and have the "Epic" package - you have to wait 90 minutes to 2 hours for a table. Yes. 2 HOURS. This is not an exaggeration. And the extremely frustrating part of this is while you are hungry and waiting for a table - you can see lots of empty tables they are holding for owners and members. And when you ask the hostess how much longer the wait will be - they stare at you with a blank look and tell you they don't know. They can't even estimate how much longer you have to wait! And the bars they have on property don't even have appetizers for you to order while you are waiting. You are trapped. It's awful. They clearly do not have enough restaurants or staff to adequately take care of all of their guests. It's a truly a HORRIBLE and FRUSTRATING experience. And the food is not very good either.

NO COMPREN DEPARTAMENTO AQUI.. NO ES NEGOCIO!!! Compre un departamento aquí pensando que seria una muy buena inversión y ha sido todo lo contrario, los únicos que ganan son ellos; te obligan a firmar un contrato por 12 años en donde cedes todos los derechos con la promesa de obtener ganancias anuales las cuales son de risa, una burla total, pague $3,900,000 por un depa de 1 recamara y mi garcia anual fue de 600 dlls. NO Compren, Es un fraude !!

Have stayed here several times. You get a hotel, and you get a room, but you get terrible service. Spectacular construction noise coming from construction on the roof at 11 PM, midnight, 1 AM, 1:30 AM No response from the manager, not truthful about the events. No response from customer service. Do not recommend.

Watch your bill!!!! Confirm with HILTON THEMSELVES THE HOTEL WILL overcharge you!!! Had to go through loops even though I paid for all inclusive they charged me for all of that as well. So room rate went up. They also charged me when it was ALL INCLUSIVE. I DO NOT RECOMMEND THIS PLACE AT ALL. AS. DIAMOND MEMBER THIS HAS BEEN THE WORST STAY EVER. Note I called the Hotel manager and he said it wasn't charged. Called Hilton Diamond line and they confirmed they over charged me. AVOID THIS HITEL

Pros: - location is excellent and literally a block away from the main action - nice rooftop bar - rooms are clean - pool is an infinity pool and overlooks the ocean - attached to a great coffee shop - staff are professional and friendly; great experience at the front desk - gym is clean Cons: - the hotel lobby is completely open, so the rooms get insanely humid - the hotel rooms smell musty from the humidity; it is a strong smell for some, like living in the forest - the gym door is broken half the time, so it constantly locks/unlocks loudly while working out (the magnet de-magnetizes) - the elevator closes on you and HARD; if you stand in the middle of it, you will get pinched (very poor design) Overall, top location for the hotel. There are a few kinks that need serious fixing, but they would require a complete structural overhaul. They are professional, courteous, and attentive. You will just have to deal with the moldiness smell, given the structural build and open lobby. The bar does get loud on the roof, so you will hear it when leaving your room in the hallway (from 1st floor). Did not hear it in the room, however. Would consider staying again myself, but with guests, the smell might be rough.

My favorite part about this whole stay was the pool. Definitely. Super clean, not too crowded, and offered a great view (although it was sad seeing the waves of sargazo making their way to the shore). The attendants by the pool were also friendly and efficient. For food, I was able to sample a burger and a breakfast plate. Both were, eh, alright. My fault for not venturing out to the centro. Now, the room itself, while spacious and (seemingly) clean, we noticed a musky odor that didn't go away. I guess we just got used to it as the day went by. But, wasn't expecting that from a place like this.

Modern hotel with decent amenities & spacious rooms, but the killer feature is the location. I had a room with windows looking onto the inside courtyard & a multi-story green wall. This is a member of the Hilton Curio collection, for those who are Hilton members. Not to be confused with the similarly named "Fives" beachfront location. Very Good: Decent sized modern room at this pricing. Excellent breakfast / lunch offerings. Fancy rooftop pools with views. Located just two blocks off the main drag, barely further to the beach. Helpful front desk & staff. Good: Nice aesthetic. Decent water pressure & hot water. Public art in the hallways. Has its own parking. Quiet area. Lots of stuff 2-3 blocks away. Bad: Slow wifi, too slow if you plan to work. Tequila bar and rooftop cafe were keeping random, inconsistent hours. Rooftop service was bad the one time I tried (didn't acknowledge or anything on sitting down). If you don't like to walk, there's not as much immediately around the hotel. Very Bad: Lots of construction in the area at the time I was there (end of 2020), making areas muddy or inaccessible. On my visit, many of the streets on the nearby pedestrian mall were torn up for reconstruction- it was a bit muddy. Despite that, it's almost ideal-- near (not on) one of the main roads coming in from the highway, near (not on) the main drag (5th Ave), near (not on) the beach. Lots of stuff in easy reach, just start walking. Overnight street parking is free, mind the signs. This is the end of the strip nearest the ferry. This is almost the perfect location for exploring PDC and nearby locations. Recommended.

Came here with my girlfriends from college while visiting a friend in Playa. This place is a whooooole vibe! We really came for the rooftop bar to eat. The food was delicious, music was dope, atmosphere was amazing, and service was top notch. Shout out to our server, Arturo. He was the best! I know where I will be staying during my next visit to Playa!!

This hotel was the worst experience ever. We are diamond members and travel to Hilton hotels almost always. The whole experience from check in to check out was very disappointing. They have a time share guy on the property who approaches you almost immediately and misleads you by offering false assistance in an effort to get you to attend his presentation so don't fall for that. They don't provide you water bottles each night which is a diamond member benefit. When we asked they said they only had water fountain available in the gym for refill so very inconvenient for guests. The free breakfast we typically get was explained and we were given a wristband for that and told we had several options to to take advantage of this benefit only to find out later it was o my applicable to 1 restaurant (not the coffee shop). Upon check out our bill included a ton of additional fees which were not explained when we checked in and added gratuities for the staff that were added daily. When my husband asked to speak to the manager he was told he was not available. My husband called back an hour later to get the managers name and they would not code it. Eventually the manager got on the phone and would not provide his last name. This is the most disrespectful response to a client who is trying to communicate with a person who is identifying himself as manager. Also don't get the taxis that park outside they are a tourist trap. They charge double and triple what you can get if you walk just a couple blocks away or book your ride to airport through Viator or pre book before you arrive. Cancun is ridiculously expensive and most places charge an automatic 15-18-% gratuity and proceed to tell you it is for the staff and additional tip is recommended. Seriously ?! This is the most ridiculous thing I've ever heard! Just the most terrible experience Cancún is a tourist trap and there is nothing g relaxing about it. Don't plan on visit again so disappointing.

My husband and I came to The Fives this month with another couple and I cannot say enough positive things about our trip. I'm a wordy person, so forgive the length, but the TL;DR is I cannot recommend this place enough. From the food, to the drinks, to the staff, the rooms... it was one of the very best trips I have ever been on. I will start with the shout outs to the staff. Every single person we interacted with on site were incredibly friendly and helpful. The MVP for us was Emmanuelle (he has a Houston Texans tattoo on his neck). We met him at Mestizo's bar (Mexican restaurant). He was our bar tender a couple nights and hands down made the best drinks and was the most lovely person. He's kind, funny, and made drinks that I can only dream of replicating. If you find Emmanuelle, you're in good hands. He was a huge part of why our trip was so spectacular. Jesus at the front desk is a superstar employee. He knew more about the resort, and was so overly helpful. We had an issue with our room, and without missing a beat, he fixed it for us. Kathleen at the front desk was our Ambassador and she made sure we knew all the tips and tricks, and took such good care of us. She's so professional and kind. Rafael, running around in a golf cart, helped us so much, knew our room number after the first time we told him, found our lost bags (misplaced, not lost), and went above and beyond to make sure we were taken care of. Damien, at the adults only pool bar, was so fun. He made sure we had a good time, and told us what drinks to order. He made the day we spent in the adults only pool. He is great. Antonio, Kendy, Alexi, Julianna down at the beach bar around the Bali beds and ceviche restaurant took such good care of us while we were down on the beach. They all had excellent drink recommendations and would find us when we moved down to the beach or up to the pool. The service we got from all 4 of them was so top notch. They were all so kind and when we saw them later in the day or next days they would greet us and became our amigos. We had excellent waiters at the French restaurant and the Italian restaurant. They made us feel so welcomed and cared for. I do not remember their names, but I wish I did. They were amazing. The Italian, French, and Thai restaurants are hands down the best. Some of the best food I have ever had in my life. The cauliflower soup at the French restaurant was the stuff dreams are made of. The entrees at all 3 of those restaurants were truly amazing food. I ate more than i have ever eaten in my life in the week that we were here. Pro tip, don't camp out in the Gin Bar. The Gin Bar is fine, but so many people camped out and didn't go explore the other excellent bars. The Mezcal bar off the Plaza was probably my favorite bar, but every bar we went to was great. Also, don't be afraid to ask for a double. A lot of the drinks you get are very sweet, and the bar tenders are happy to add an extra shot if you ask. Always tip them though. They work their butts off and still manage to be polite and effienct. We stayed in a 2 bedroom penthouse with a roof top patio and though it wasn't cheap, it was worth every penny. We were able to have privacy for both couples, and had our own "party" space to take some time out of the sun and away from other people. The swinging bed on our roof top was so cozy, it was hard to leave it. Another pro tip, the older side of the resort is more "classic" while the new side is more "modern". Both have their perks but figuring out which side will fit your personality and vacation style. The Bali Beds are expensive, but so worth it. We had a place to safely store our things while in the ocean, and a place to come back to and get out of the sun. The Bali beds were truly awesome. I recommend knowing a bit of conversational Spanish (for anywhere in Mexico). We made friends quickly by knowing some basic Spanish, and it made it so much easier when we decided to go into the city as well. Bring lots of low bills - bring a stack of $1, $5, $10, $20. The staff goes above and beyond for you and absolutely deserves some extra appreciation. It seems like the staff never stops working. Their effort is so sincerely appreciated by me and my group. I feel like I might be missing some shout outs and words of appreciation, but I hope if you read this far into my review you get just how happy I am with our stay at The Fives. We were treated so well and I can't wait to go back.

We loved the rooftop pool. It costs $25 for the chair, towel and $25 worth of food/alcohol. We ended up getting 2 drinks and food and didn't have to pay anything extra except tip. Very cute spot.

This is a nice hotel and the design is really well done it was also very new you can tell it's only a couple years old. Everything was great however I left a shirt in the closet I called the hotel 2x and was transferred to a dead end. 3rd call they told me to email the concierge which as expected did not yield any results. The hotel staff stole it rather than returning it to me when I called to get it back. Not what I expect from a Hilton hotel.

We stayed at The Fives Beach Hotel and Residence in April 2024. We made a reservation for the 3 bedrooms, 2.5 bath Penthouse for our family of 4. Cons: When we arrived, we were happy with the size, but the penthouse itself was very outdated. Example, roof top jacuzzi needs some serious updating, it had cracks and looked extremely worn out. There were chips in the wood, no utensils or plates, bowls provided, you will need to pay extra. We had a view of a graffiti wall, we asked to have our room moved, and they said they were full. The did offer a smaller room, but we experienced the same outdated features, with a broken handle on the wall etc. We were located on the 3rd floor, where my husband got his hand stuck in the elevator door, trying to hold open for me, he had to pull it out because it closed on him, and proceeded to go down with his hand stuck in the door. We brought this up to the front desk and they could care less, they responded, ok we will have it looked at by our maintenance. My husband had a huge bruise on his wrist. If this was a smaller child or elderly person, it would have not ended well. The towel girl Abby argued with my husband regarding whether we dropped 3 towels in the return towel bin, and when we said we dropped 3 she replied NO you dropped 2 in the bin. When I corrected her, she replied "ok lady!!!" Why would we lie about a towel return, it appeared Abby was on a power trip with the towels, seriously! We ordered room service with Alec at 7:00am for a 10:00am delivery. We had to call for our food 4 times since it did not show up. Per the lady I spoke to on the phone, Alec took down the wrong room number, and it was delivered to the incorrect room. When they finally did deliver the food, it was an hour late, and the order was incorrect, we almost missed our tour. When we booked a tour which we were told by the hotel that we could use our coupon to subtract $50-$100 off our tour at check out, however, they would not honor the coupon at check out because they said it was only for premier tours, which we were definitely NOT told when we booked our tour. Pros- the pools were nice; and the bar tenders were very cool. Our ambassador Sabastian was very responsive. The overall food experience was great, there was a lot of different cultures of food to choose from, such as Japanese, Italian, Thai etc. However, we will not be going back to this hotel, not very impressed. Service and overall amenities could have been much better. The fact that I need to write such a review is not relaxing, however, others need to know our experience. A gesture of an apology would have been appreciated by the hotel.

This rooftop is one of the most beautiful settings in Playa del Carmen. It features several infinity pools overlooking downtown and the Caribbean,and also one of the best places to view the sunset. Their food and drinks are spectacular, and feature professional and kind service. Last night a group of us had dinner, during the sunset, and it was exquisite. They offer an extensive menu,full of deliciouness. Highly recommend the Rack of Lamb, Filet, Shrimp, empeñadas, creme brulee with tropical fruits... It is so refreshing to having dinner,and feel like you've been out to dinner. Not a lot of places make you feel like that anymore.

RUN the manager does not care about guests. They over charge you on everything and refuse to do anything about it. Security is so bad that my girlfriend felt so unsafe she left the hotel and flew out 3 days early.

The marketing team will tell you they want you to go see their other Marley resort either the ocean front or beach one but what they won't say is that it's a sales pitch to buy in to a membership. They said 90 minutes which we had no choice to do and 4 hours later they were still trying to sell us something we did not want ! Then when we would not buy they would not let us use their beach club or give us our credit they said we would get ! Staff are rude and all they want is your money. The beach also sucked was dirty water and seaweed everywhere and it smelled bad! Thanks for wasting our time for nothing. Good luck selling your over priced packages that you kept making cheaper and cheaper out of desperation for us to buy! All they want is money that's it!!! Rude rude rude staff !!!

Probably my favorite hang out spot in Playa based off of the roof top alone. I loved the vibe of the pool and the weekends BEFORE high season. I come up on occasion to grab some of their amazing ceviche and other says when I need a pool with a view, I'm coming here. I love.their hostesses too. You can get a mix of English/Spanish speaking staff. But do not leave here without checking out the roof top pool!!

Great location and great hotel. We had a partial ocean view 1 bedroom room on third floor. The balcony was spacious and a nice place to enjoy a hustling city during spring break. My favorite thing about hotel was the infinity pools and jacuzzi. The jacuzzi was nice and hot which was perfect. The view of the ocean and Cozumel was amazing. The room does have a kitchen but you need to spend $500 pesos to get a kitchen items to use. It has a nice big refrigerator to store items. I found the service to be excellent. We had one small challenge during our stay. Edwardo the Front Desk Supervisor help find a solution that worked for us. The next day, Octavio the General Manager checked in with me to make sure we were satisfied. I would certainly come back for another stay.

The staff are great. Clean and the rooftop pool is amazing. Food is good as well but the staff make it the best. Would stay again.

The worst hotel experience I ever had. First the food at every restaurant was terrible breakfast was cold and inedible as well as dinner. Our bathroom and shower smelled terrible. If you plan on staying in Cancun. Don't stay here you will regret. I'm totally grossed out.

Great staff. The rooms, stores and amenities are very clean. The rooftop bar closes very early at 7:30PM. Staff seemed to be taking COVID precautions seriously.

Stayed here over Christmas. While this is a nice looking property, there's something insidious about this hotel chain. I will preface with the positive comments. Beautiful rooftop pool and bar area and very good food. Staff starts off seemingly gracious and helpful - trying to make reservations and suggestions. We were talked into a presentation at their Puerto Morales location and agreed to attend. They insisted it wasn't 'time share' but something very different. Word to the wise. Just say no. After 2.5 nights at this hotel, I would not recommend it. If you do go, be wary. I could go on and on about what a disturbing experience we had at the Porto Morelos location, but this is a review for the PdC location. To find out more about that, feel free to message me directly. Suffice to say, I was concerned for my family's safety there. We stayed at this hotel because it was affiliated with Hilton and we generally have great experiences with Hilton. I predict that it will not be a Hilton affiliated property in the future.

So everything was great except one thing. Good: Location, 2 coffee shops near by, food, infinity pool, and service. The bad: it's not clean. On day one initially entering our room, I noticed a foul smell. It smell like wet feet and body oder. I figured it was such a nice place that I was over thinking it. Day 2, I figure after they cleaned- it would smell better. The smell was still there. Also the old towels were hung up and new towels were placed on the counters which is weird. But I still thought well maybe they are super eco friendly. Usually hotels will take away old towels. End of day 3, my boyfriend said they didn't clean. His coffee mess was still there and he noticed a lot of things not cleaned. He asked for a manager and they came to clean. I stayed in the room while they cleaned and worked on my computer. She sweep and mopped (same mop used for toilet area was used for living area) and after 20 min, that weird smell went away. She wasn't happy about it, I said thank you several times and she stumped around. Nonetheless, I was just thankful they came to clean after 6 pm. It really grossed me out to think they didn't clean before I arrive. Day 1 my sheets felt used. The smell. The bathroom - it didn't seem clean. Now looking back, they really didn't clean and I was not over thinking. They were nice and I didn't want to over think it. I would advice to stay in the room while they clean- just a tip:) Also they try to sell me a timeshare. They said it wasn't and it was a breakfast and property tour. It would only take an hour. It took a total of 2.5 hours. It was a timeshare no matter how you diced it or I guess you can call it paying ahead for hotel stays at whatever hotels they are affiliated with. They did compensate me for my time but it's not worth my vacation time. I only did it to be kind because they were all overly nice and overly coordinated.

We stayed here for 1 night before taking the ferry to Cozumel- we LOVED it! My husband did research of the area and we found that this was one of many boutique style hotels in Playa del Carmen, but what drew us to this place was the rooftop bar and infinity pool. Checking in was great- the staff was friendly and carried our bags up, and we were greeted with cold hibiscus tea. Our room was wonderful- huge bed, giant bathroom, and TWO large TVs! We also had a dining table and kitchenette which we did not get a chance to use. The real highlight was the infinity pool, which overlooked the town. So fun to see the city from that high! The restaurant was also good- we had shrimp and veggies and rolled tacos. The area is great and central to some shopping district, and less than 10 minutes from the ferry. They also have a bag holding service if you need to check out- you're still able to use the facilities like the pool and restaurants if needed! Marley coffee on the lobby level was great and served a very milky latte and good bread. I would definitely recommend a stay here!

LOVED THIS HOTEL! We were in playa del Carmen for a girls trip. This hotel is right in the heart of downtown, walking distance to 5th ave (lively shopping area). Also very close to local authentic restaurants and clubs to party! The hotel is very modern and beautifully decorated. Upon arrival we were greeted with welcome drinks and a very friendly staff. We were also given tours of our rooms, which had a total of 3 beds in each. See video below for one side of the suite, which had the master. We were given breakfast vouchers which included a full breakfast each morning with wait staff. The restaurant is very cute. There is another restaurant on the property that serves very yummy drinks and good food! Must see the rooftop infinity pool! You can literally see the city from up there.

We enjoyed every minute of our stay here at this hotel!! People here were so nice and made sure we were enjoying our stay. When we first arrived, they handed us welcoming drinks for free, which we thought it was a nice gesture! The food, coffee, and drinks are so good here too! As for the rooftop, my boyfriend and I could not get enough of the beautiful ocean view. Oh! The room we stayed in was very clean and had a Mexican modern look to it. We really loved our room and stay at this hotel! I highly recommend this hotel!

Great hotel. Love the interior design and the rooftop pool. The location of this hotel was key for us. Everything is walking distance and safe. Staff was amazing. Highly recommend The Fives!

Had a burger it was okay I sent it back because wasn't cooked how I wanted got it back still not cooked right. Was hungry still ate it. The fries were delicious though stake cuts. The service was wonderful the mimosas were alright. The best part was the service for me. Can get a bit crowded tho. I was just passing through though I didn't have a room.

Worst hotel management!! First I arrived that I book the hotel through Expedia with a great rate. But the rate was because you were obligated to go to a promotion to become a member which took 3 hours out of our vacation. We had plans for the first day but had to cancel due to this requirement that I never saw or was notified about. Then a 50 dollar per day deposit. Then they charge you a local tax which is 26 dollars per day when you checkout. A lot of hidden fees be aware of this hotel. I have been to many hotels in Cancun and never experienced anything like this.

I just retard from a vacation with my daughter to celebrate her 21st birthday. We stayed at the fives downtown and play Adele Carmen. I've been fortunate enough to be on a lot of vacations in the last few years but I think this resort was my absolute favorite. Although it might not have all the amenities That many comparable resorts may have it makes up for it with that exceptional level of service, amazing quality of gourmet food, rooftop pool bar with a breathtaking view overlooking the city, 5 min walk to beach. But one of my favorite aspects of this hotel is it is located right in the heart of downtown Playa... which allows you to interact with local people. The staff of the hotel did not make us feel like guests but family and n their own homes. I can't wait to come back and visit... Thank you for your hospitality.

The Fives Beach resort was clean. They practiced protocol and sanitized well. It was a small resort that was perfect for our family getaway during this time. The restaurant's that were open were accommodating. They did not have a good range of places or food at the beach area and only 1 bar opened by the pool. This had many people in one spot waiting for long periods at a time. (Observation only) Our family had a cabana so we did not have to wait. They did have live music every night and 1 bar that stayed opened. We enjoyed our excursions and the staff was great except for 1 male employee named Abisai. Overall, it was a good trip and the resort was good too!

We are staying at the Fives Downtown and this place is a little hidden gem. The restaurants are top notch, even though there are only technically 1 full one and 2 snack/bar ones. Highly recommend this place if coming to Playa del Carmen for a vacation. Only down fall has been the staff at the front desk. Honestly they need to understand they are in the hospitality industry because their personalities are the bottom of the scale. The wait staff around the pool are awesome. So attentive and friendly.

Very nice boutique hotel in downtown Playa. Food is delicious , pleasant staff and the roof top is to die for!!! Will definitely be back!

Everyone was helpful since the moment we checked in. Beach is about 5 mins away walking distance, you're literally in the middle of everything. Loved it I would definitely recommend staying here, I would stay at The Fives again hands down

I've been here for a few days and it's amazing. Service/location/amenities/ambience. The pure beach pool is such a beautiful view we've had too notch service by Sammy "zami" I think is his formal name anyways. He is awesome and attentive. The octopus and guacamole is a must order !

Super nice and and luxurious . They have super nice staff and everything was clean. No complaints and location was close to the beach .

This has been by far my worst experience in any resort. I currently hold a membership in Punta Cana at Lifestyles resorts so I know the standard of what good service and a good experience in a resort should look like . I wanted to explore other countries to try and expand. I was wrong for ever thinking this place would be it. The customer service is one of the most disappointing and disgusting encounters ive ever had. When you walk around the resort no one smiles no one says hi no one greets you with a warm greeting They are rude class less and NOT GAY FRIENDLY they pick and choose who needs to follow the rules. and They have the nerve to charge what they charge for horrible service. I would need to call every day to get basic things like towels and have the beds made up and blankets. There was absolutely no entertainment any where and if it was it was a half ass job for about 20mins. Everyone who works here looks just as miserable and make the guest feel there misery. The shuttle busses they have never run and if they do they choose if they want to pick you up or not. The security guards literally sold us "weed" and then his friend came and tried to write me up for the same weed they sold us. Then 20 minutes later we smelled them smoking the same weed they confiscated. I knew this place was fishy and i tried to give it the benefit of the doubt but NOT EVEN IF YOU PAID ME TO COME BACK would I come back to this place.