Papaya Playa Project
Papaya Playa Project things to do, attractions, restaurants, events info and trip planning
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So much hype on this resort that we wanted to check in out ourselves. Family of 3 stayed here 6 nights. Upon arrival we were greeted by security who directed us where to park. We were than greeted by another gentleman who assisted us with our luggage. Reception desk is located in a hut setting which is kinda cool. Angel was assisting us without our check in. He was great. New to the property himself. We were there early so our room wasn’t ready. So, we walked around and ate at the restaurant which had the best view in the resort, overlooking the beach. Drinks were kinda watered down but oh well. Received a text at 3pm our room was ready so headed over to the reception hut. While we waited a gentleman was there complaining how he had sent messages via whatsapp 3 hours go for some assistance and no one has responded. There were two other employees at the reception desk who didn’t even move to assist him, so we were a little confused. Angel assisted him and then got us checked in. All guest communication is done via whatsapp but didn’t sound like the staff were responding to the txt messages promptly. We got to our room which was a very rustic feeling room with a tree branch that gave me the Flinstone vibes. Room was gorgeous and different. Shower is located behind your bed, but the divider bar is high enough to give you some sort of privacy if you have kids sharing the room with you. Outdoor pool located is useless, as it was dirty with tree branches and leaves, water was cold, and it is in the shaded area so zero chance for warm swim unless you enjoy a cold plunge. I read reviews of room being dirty but ours was clean. Had two robes, mini fridge, towels, and all amenities. There are food nooks outside/inside so you can place your dirty dishes from room service, but you must be very careful to close it well to avoid racoons getting inside your room. Few reviews complained about this, but this can be avoided with some attention. We waited an hour for our luggage no one came so we walked back to the reception and were told the person who was supposed to deliver your luggage left for the day. Glad we walked back to check if not we would be waiting for a while ! Restaurant service is good. Food is yummy but limited. The entire stay they were out of Fish, so no fish tacos, fish, or chips which was odd. Beach club service was ok, we had Otto and Antonio, and both were awesome and hardworking. Made sure we had everything we needed while lounging at the beach. They do run out of towels or things to cover the cabanas. Which again was odd. Cocktails were so watered down that we opted for wine. Every Saturday the resort has a party and there are over 100+ people that come to attend it and it gets crazy busy and loud. Music goes on thill 3am and who can hear it. There are SO MANY staff on this resort but surprisingly the service is VERY SLOW. Slow enough to test your patience. We went out of the resort to dine most of the time. You are 5min walk to some awesome restaurants on the strip with good drinks and food. The resort itself is beautiful, the jungle vibe, early morning Yoga classes, disconnecting form technology was perfect for the mental health. WIFI and network is very weak here. They have it but it is weak. Walking around this resort gives you a blissful feeling which I loved. The have gratitude trees everywhere, peacocks walking around, iguanas chilling but nothing too scary. Our room was closer to the restaurant etc so we didn’t have to walk far to get to places. It is dark when walking around so can get a little scary. The resort amenities are worn out and need some attention so from the other reviewers, I agree for the price you pay to stay here you expect quality which this place lacks. If you don’t like wildlife or to be disconnected this place is not for you. Not sure if I would return to this property, I liked it but it needs improvements.
Reetu Prasad
00
Any Marriott bonvoy member and travellers expecting a luxury hotel this is not the place for you. ITS NOT. All the negative reviews are accurate and here’s another one with pics and videos showing the state of the property. Papaya Playa is an expensive, over priced, under delivering and infested scam from start to finish !! You’re expected to uphold the high standards Marriott guarantees to its guests and the price point that you pay. I booked this property based on that assumption, but it fell significantly short in every regard. I ultimately left after two days, at personal expense, paid even more in a different hotel and enjoyed every second of it and loved abandoning this property for the rest of my reservation because of multiple issues, including: • Transport Disaster: We booked a taxi through the hotel that never arrived. Repeated calls to the taxi company, reservations, and the front desk went unanswered, forcing us to arrange a $400 alternative ride. Upon arrival, the front desk clerk displayed indifference, saying it was “not his problem” and that we would have to wait until morning to address it with the reservations team. When we asked the hotel to cover these costs, they refused, stating we were “lucky” to receive any refund from the taxi company. • Substandard Room Conditions: Already exhausted from our delayed arrival, we had to order dinner to the room. The hotel refused to clear the dirty dishes until the next morning, leaving us in an unsanitary environment overnight. The room itself was also unclean: the sheets were visibly dirty, and we even found a half-full glass of water left behind. Despite these conditions, we were charged for an “upgrade” when we requested a room change. • Inexcusable Room Quality and Safety Risks: The “upgraded” room we were given was damp, with a visible ant infestation and holes in the sliding windows. We asked the reception staff to fumigate or take action they said they did but we came back to find the same ants still chilling by our bed. The sliding door would not lock properly. This is not only below standards but poses serious safety concerns. Given that we saw snakes on the property, it is alarming that the room was not properly sealed to prevent potential harm. We also asked the hotel staff to fix the sliding door and nothing was done. • Total Lack of Service and Unwillingness to Make Amends: When we returned a few days later to check out formally, the hotel refused to issue any refund for the remaining days. Additionally, they withheld Bonvoy points for the nights we had already paid for but did not stay due to the unacceptable conditions. They also treat hotel guests like scavengers. You’re asked to pay everything immediately rather than holding an amount on your credit card upon arrival for extras. And the cherry on top is that since the stay is of course non refundable you don’t even get the points for the full stay because you left early. Horrible horrible experience. I advise people to go stay at La Valise or something that offers an actual value for money. And now it’s time for their usual lack of accountability response that they take this seriously and hope that we stay again to change our yada yada yada. I’m not writing expecting anything, I’m writing to warn future travellers.
Mohammed Yassin
00
PLEASE READ IF YOU ARE A MARRIOTT BONVOY MEMBER: ROOM – 10/10 SERVICE – 5/10 FOOD QUALITY/TASTE – 10/10 DRINKS/BEVERAGES – 1/10 RETAIL VALUE - 6/10 REDEMPTION VALUE - 10/10 THE BAD: First off, I wanted to highlight that this is the 2nd time my husband and I are staying at papaya playa - the first time around in May of 2023 we actually booked a standard room compared to this visit where we booked a room with the roof pool. Both times we did book the stay as a redemption stay via Marriott Bonvoy points. Considering the high prices for this resort compared to others in the area, the service was sub par compared to the 2023 visit. The front desk associate that checked us in did not give a welcoming experience and breezed through the explanation of the facilities. Additionally, I had to fill out forms? Why? As a hotel connected to Marriott Bonvoy, shouldn’t my information be already in your system? Plus it was our 2nd time there – If you wanted to build guest loyalty, you should be recognizing your repeat guests. If we had not stayed previously, this would have been a very poor check in experience, the only saving grace was that we had been there last year and knew the deal and where everything was. 2nd - the pricing of alcoholic beverages were INSANE. I inquired about the price of the mezcal in the room and was quoted $8,500MX by front desk (mind you – there are NO mini bar prices in the room. Why is this not publicized?). We ended up going to the supermarket and found the EXACT mezcal bottle for $750MX. It would have been understandable to charge a 100% mark up to the bottle, but $8,500MX? This is pure absurdity. Cocktails are at least $20 USD at the beach/club restaurant which again if you are charging such high prices, the service better be unbelievable. No one was willing to help set up the beach beds or refresh towels consistently which is the point of paying to stay at this exclusive resort. We have had better experiences staying at those large all-inclusive resorts in cancun. 3rd – if you are a Marriott Bonvoy member they do not recognize status, no welcome points given and forget about upgrade eligibility. The stay kinda felt like the hotel doesn’t value you since you booked on points. I am hoping that the hotel management sees this review and starts to turn things around. The hotel needs to do better if you are flying under the Marriott flag. The quality in service has significantly declined from when we stayed in 2023 vs 2024 – what happened?? THE GOOD: Apologies for the rant above – however, despite all the negatives, I think the property is still extremely beautiful. Staying in the middle of the jungle is a one of kind experience that’s why we came back twice. The rooms are so nice and peaceful, the roof pool is a must have and perfect for night swimming. The food is consistently good with fair pricing but see note above regarding drinks pricing. Martin from the restaurant was probably the best staff member we encountered and 2nd would be Paco from the front desk. I would definitely stay again (on points) but would say I would never pay retail rates for this hotel since the value for what you get isn’t quite there. Just my honest opinion. PS I tried answering the hotel's feedback form but it wouldn't let me submit this review. (HA!)
Vika Fideles
00
As a frequent traveler, I've stayed in numerous hotels worldwide, but this experience was undoubtedly the worst. I cannot recommend this hotel to any friends or family. Below, I've detailed my disappointing experience along with accompanying photos. 1) Long Wait Times for Basic Requests: Our experience with the service was notably disappointing. We encountered significant delays in getting water bottles, often waiting between 4-6 hours, and sometimes, they were not delivered at all. This was a basic request that was unreasonably hard to fulfill. 2) Repeated Requests for Service: Ordering drinks required multiple reminders, having to ask 3-4 times for a single drink. This level of service is far from what we expected. 3) Lack of Proactive Assistance: Requests for room upgrades were consistently ignored, despite our willingness to pay extra. The front desk staff seemed indifferent and did not offer any upgrade options, which was a missed opportunity for both the hotel and us. 4) Inadequate Concierge Assistance: Trying to book a scooter through the concierge was futile, receiving unhelpful and non-committal responses. We were compelled to find a scooter rental downtown, highlighting a lack of effort from the concierge service. 5) Service Charge Issues: During the full moon party, the addition of a tip directly to our bill without consent was an unwelcome surprise. Moreover, the wristband payment system was cumbersome and added unnecessary frustration to our experience. 6) Disappointing Dining Experience: The service at our first dinner was underwhelming, and as vegetarians, the limited food options further detracted from our dining experience. This lack of consideration for dietary preferences was a significant downside. This hotel charges premium prices, promising a 5-star dining experience. However, the reality falls short, with underwhelming food quality and service. 7) Lack of Basic Amenities: The absence of an iron and the refusal to provide one was inconvenient. Additionally, we found several items in our room to be broken upon arrival, including the wood below the sink area, a water glass, and the back door handle. This speaks to poor room maintenance and inspection standards. 8) Special Requests Ignored: Our preference for coffee with almond milk was consistently unmet. This, along with the malfunctioning American Express machine at the coffee shop, suggests a lack of attention to guest preferences and payment convenience. 9) Mosquito Issue: The presence of a large number of mosquitoes in the room was bothersome and detracted significantly from our comfort and overall experience at the hotel. 10) Charging Chaos: Having just one electric socket isn't practical in 2024 when we all have multiple devices to charge. It's just not enough for anyone. Overall Impression : The hotel consistently fell short in service quality, responsiveness, and attention to detail. From basic amenities to specific requests, the lack of effort to address our needs was evident. While we understand that not every request can be met, the cumulative effect of these issues significantly impacted our stay. We hope this feedback prompts the hotel to improve its service standards and attentiveness to guest preferences.
Abhishek P
00
I recently stayed at Papaya Playa Project for five days and four nights in early February, and I had a wonderful, relaxing, and refreshing vacation. As an American with limited international travel experience, I initially had some doubts after reading mixed reviews, but I’m happy to say that I would absolutely stay here again! It’s important to note that experiences seem to vary between resort guests, beach club visitors, and those attending the Saturday night parties. My review is based on my stay as a resort guest. Pros: - Fantastic staff – Engaging, attentive, and friendly. - Seamless check-in – We were welcomed with a drink, our bags were taken to our room, and we received digital chip wristbands for easy access. - Beautiful location – The resort is blended into the beach and jungle, creating a peaceful, uncrowded feel. - Comfortable accommodations – The eco-themed rooms were clean and well-stocked, with comfy beds, hot showers, strong water pressure, multiple outlets, and effective HVAC. Room service came 2-3 times per day to restock essentials. - Delicious food & drinks – The restaurant exceeded expectations, with a reasonably priced breakfast menu and a variety of tasty options throughout the day (closed at 10PM). The coffee shop offered great coffee and juice beverages. - Amazing morning yoga – The oceanfront yoga studio was breathtaking, and Monica, the instructor, was fantastic. - Good WiFi – It worked well for the most part. Things to Consider (Not Cons, Just Managing Expectations): - Eco-luxury, not sterile luxury – The rooms have a minimalist feel that aligns with the resort’s eco-theme. It’s not hospital-grade clean, but we felt very comfortable. Lighting was a bit dim, making reading difficult, and the toilets sometimes required extra attention when flushing. - Bugs & wildlife – The resort is truly in the jungle, so expect raccoons, iguanas, lizards, birds, capybaras, and cats. We saw raccoons one evening but had no issues. Some guests reported raccoons entering rooms through sliding doors—just be sure to secure your doors. - Walking required – The resort spans 0.2 miles, so expect a lot of walking on sand and wooden walkways. There are trees along the paths, so watch your step! - Sargassum (seaweed) – It was present but never covered the whole beach. The seaweed shifted daily, and there was always a clean stretch of beach to enjoy. The staff worked hard to clear it each morning in front of the restaurant. - Check-out was a bit slow – Many guests waited until the last minute, causing delays. However, the staff worked hard to accommodate everyone. I recommend giving yourself extra time when checking out. Room Notes – Jungle Casita vs. Ocean View: We stayed in a Jungle Casita with a rooftop pool, but we barely used the pool—it never really warmed up. In hindsight, I would’ve preferred an ocean view room over the private pool. Overall: Papaya Playa Project provided an incredible getaway, and we truly enjoyed our stay. While it’s not a traditional luxury resort, its unique blend of nature, relaxation, and eco-conscious design made for a memorable experience. If you go in with realistic expectations, I think you’ll have an amazing time—just like we did! Would definitely return.
Colin F
00
We stayed in Ocean view Casita. Our main issue revolves around a reservation matter concerning our planned visit to Chichen Itza on 02/26/2024. Despite assurances from Penelope (Manager) that our reservation was confirmed and payment could be settled upon arrival, we were not informed of the necessity to pay beforehand. This misunderstanding jeopardized our plans, especially since it was my husband's birthday, and we were relying on this excursion for celebration. We were ready at 7 AM with bags for our tour to start and only found out that our tour was canceled. Neither Penelope (Manager) nor Ronald (General Manager) were present until 9:30 AM to address this issue. I emailed Ronald at 7 AM to let him know about this. Penelope arrived at 9:30 and offered an 11 AM tour, which was not feasible for us. Given that we were already 4 hours late for the tour and didn't want to rush through everything, we requested a full-day private tour starting early in the morning so we could spend ample time at each location. When Ronald finally came to talk to us, we inquired about a 2-night extension, as one night alone did not make sense due to the various other arrangements we had to adjust, such as flight changes, car parking changes at LAX airport, shuttle service from the hotel to the airport changes, and scooter extension. Additionally, we had important calls scheduled for Wednesday, 02/28/2024, which we could not take from the airport. This was another reason we had planned the entire trip accordingly, to return on 02/27/2024. Ronald was extremely rude to us and dismissed our request for a 2-night extension, stating that it was not a big deal what had happened to us to warrant 2 free nights. We didn't take any action until 5 PM on my husband's birthday, as we were contemplating our options and wasted our entire important day. It was very stressful and frustrated day for us. We had planned this trip specifically for his birthday celebration. Ronald engaged in a lot of back-and-forth negotiation, but in the end, we were dissatisfied with what he was offering. He also suggested dinner at the property, but to be frank, we had dinner there on the first night and were disappointed with the service. Additionally, as vegetarians, we found the food options to be limited. Don't rely on them for booking excursions. The hotel is overpriced for everything. While Tulum itself is costly, the service we received at Papaya Playa was not worth the expense. Other Issues at Papaya Playa Project: 1. There was only 1 electric socket. In 2024, we will have many devices to charge. One electric socket is not enough for anyone. 2. It’s tough to find out which one is shampoo and which one is body wash. They don't put any labels on the bottles. 3. Lights are not enough to do any basic tasks. 4. There were not enough toiletries in the room like toothpaste. (I know it's not available by default. but hotels usually provide them when asked. Here that was not an option) After frequent travels and stays at various hotels, I can confidently say that this experience was by far the worst. I would never consider returning to this place.
Ekta Thakkar
00
Nearby Attractions Of Papaya Playa Project
Azulik Resort
Zamas Hotel
Kore Tulum Retreat and Spa Resort
Our Habitas Tulum
SFER IK TULUM
SFER IK
Maria del Mar Boutique Hotel & Spa
Punta Piedra Beach Posada
La Posada del Sol
Oostel Smart Hostel Tulum Playa

Azulik Resort
3.8
(1K)
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Zamas Hotel
4.4
(470)
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Kore Tulum Retreat and Spa Resort
3.8
(609)
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Our Habitas Tulum
4.5
(428)
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Nearby Restaurants Of Papaya Playa Project
Mateos Mexican Grill
Kin Toh
Boccanera Pizzería y Cervecería
Mina
Moro by Our Habitas
Potheads - Beach Road Location
Tseen Ja
Mivida
Puro Corazón
Itzam-na restaurante mexicano

Mateos Mexican Grill
4.3
(685)
$$
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Kin Toh
3.3
(416)
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Boccanera Pizzería y Cervecería
4.8
(269)
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Mina
4.2
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Basic Info
Address
Carr. Tulum-Boca Paila Km 4.5, Tulum Beach, Zona Costera, 77780 Tulum, Q.R., Mexico
Map
Website
papayaplayaproject.com
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Reviews
Overview
4
(1.2K reviews)
Ratings & Description
attractions: Azulik Resort, Zamas Hotel, Kore Tulum Retreat and Spa Resort, Our Habitas Tulum, SFER IK TULUM, SFER IK, Maria del Mar Boutique Hotel & Spa, Punta Piedra Beach Posada, La Posada del Sol, Oostel Smart Hostel Tulum Playa, restaurants: Mateos Mexican Grill, Kin Toh, Boccanera Pizzería y Cervecería, Mina, Moro by Our Habitas, Potheads - Beach Road Location, Tseen Ja, Mivida, Puro Corazón, Itzam-na restaurante mexicano
