Antera Suites Playa del Carmen — Hotel in Playa del Carmen

Due to the hotels negligence to keep their stairs clean, My husband broke his foot at this hotel.

It started when the cleaning lady would not let my husband get on the elevator to go down to the parking lot. So my husband decided to take the stairs, where he slipped on sand on the second to last step going down to the lobby. The security guard on watch 25 feet away claims he didn’t see anything or hear my husband yelling for help from his post although he had the perfect position to see my husband fall from his post and claims he was tending to someone... although my husband (who is deaf in one ear) heard the security guard chatting with someone at the front.

When I tried to speak to the manager that night after a day at the hospital, the receptionist refused to let me speak with the manager and forced us stay another night. Then I was assured that at 9 am the manager would come to our room to speak to me about the incident. At 9:30 am I had to go down to reception, and ask again to speak with the manger. Although the hotel manager apologized, he still refused to do anything about it other than refund us for the night we left early and claim that he was going to fire the security guard on watch. The first time we walked back in to the hotel the morning after this happened the security guard had a huge malicious smirk on his face upon a seeing my husband in a cast and on crutches. The security guard was there the entire morning, making faces every time we walked by and when I asked him why he didn’t help he began to rudely tell me it wasn’t his problem that my husband broke his foot. We felt so uncomfortable at that point, we checked out of the hotel early.

Furthermore, to get any resolution, the manager said I would have to go through booking.com and when the site requested a full refund (as the manager said I should do) he declined the refund.

To say the staff is rude, negligent, and unattentive is an understatement. It took two days for somebody to explain how to use our private jacuzzi, one of the air conditioners kept leaking water everywhere (a safety hazard on stone floors), the cleaning staff took dirty towels but didn’t replace all of them. While I was speaking to the manager, I overheard another guest complaining about the adequacy of their room and the only option she was given was to be charged more for a bigger room, no other support.

After being notified that we were checking out, the hotel manager said he would bring the bags down. Upon checkout we ended up getting help from another guest to take down all our bags and never saw the manager again.

We stayed here to support a local Mexican hotel because of the impact that COVID has had on the city - the local economy is extremely dependent on tourism - and now we ended up at a major corporate hotel chain where my husband has been treated extremely well since we arrived.

I’ve included photos of my husband’s foot do you can see just...

My husband and I booked two nights at the hotel . We missed our flight the first night. We contacted the hotel to see if there is anything that could be done . They advised that they will hold the room for us to check in the next day and that as far as refund goes , we will have to wait till Monday when their reservation open. It gave us some hope. Got flight the next day , checked in and settled in the Jacuzzi room we intentionally reserved and paid extra for in order to enjoy. The room was clean and nice. Hotel is new and empty. The pool was nice and we were the only ones there. It’s a little noisy at night but no complaints there because we are heavy sleepers. The lady at the front desk gave us recommendations for hang out spots which was nice . The first day we were just playing catch up since we already missed one day . We decided to add a second night in Playa del Carmen as planned. Our original plan for to check out on the 28th and spend the rest of the stay in Cancun. We had an Airbnb reserved there along with dinner reservations to celebrate our one year wedding anniversary. Hubby insisted we add an extra night so we can enjoy the jacuzzi before going to dinner which was fine with me. He had it all planned , cleaned the jacuzzi , filled it with water but came to find out that the jacuzzi is broken. He tried several things and the whirlpool wasn’t turning on . He called the office and they sent someone to check it out. 30 min later , they sent a 2nd guy and it still didn’t work . It was almost 6 pm and we had dinner reserved for 8 pm an hour away ( cancun). They offered to change our room but we were checking out before 10 am the next day and were going to be out until late at nights. We didn’t see a point in changing rooms . I asked them the next day when we were checking out what can be done to fix the issue and they told me nothing since I didn’t change the room . I asked them if they could then refund the first night we didn’t spend at the hotel due to the flight issue , they said no can do . I asked if they could at least pay the difference from A jacuzzi room to a regular room , that also was too much to ask for. This is the worst customer service I have ever seen and I can already tell that this place is going out of business in no time due to lack of management . What made it even worst is the lady pretending that the jacuzzi was working when we came.

Also, don’t fall for the breakfast included because u get 2 options ( pancakes , eggs or toast , Black coffee or water ). For Mexico , that’s not acceptable . I at least expect orange juice as an option but no that will have to be paid .

I will never stay and I won’t recommend it to anyone else . There are lot of cute and less expensive hotels near me. If u do stay , turn the jacuzzi on before whoever check you in leave cuz otherwise they will make it seem as if...

The hotel features two separate types of rooms. The first is the hotel side with your standard hotel features while the other side features an apartment style hotel. I reserved the one bedroom king sized bed apartment; which featured a half bathroom, walk in closet, small living room, kitchen, a full bathroom, and my favorite a washer and dryer! Both sides of the hotel have pools located on the roof tops, but the one from the hotel side is way better! I read lots of reviews that detested the hotel because of the nosey neighborhood. That said, if you aren’t a heavy sleeper and don’t want to hear night club music being played at 2:00 am, then this isn’t the hotel for you. I on the other hand really recommend this hotel. It’s located near the most popular section of Playa Del Carmen, La Quinta Venida. It’s only three blocks away going south from the beach, lots of restaurants are near by and I can’t stress the use of a washer and dryer. In front of the hotel, there are food posts, and although they aren’t a top tier restaurant, the food is good and inexpensive. You can purchase food and drinks ALONG with desert for less than 200 pesos - which translates to $18 USD depending on the value of the USD. I highly recommend adding the breakfast feature. You legitimately eat at a restaurant located near the hotel - breakfast is served between 7 am to 12:30 pm. You simply go to the reception, ask for the breakfast ticket, and head over to the Belmont restaurant. There, there are breakfast choices included in your room rate. ALL of the choices are delicious! Oh and did I mention, if you book an apartment you’ll also find a dishwasher, stove, microwave, fridge, plates, pots, pans, and silverware?

I highly recommend this hotel! My husband and I will definitely...