HM Playa del carmen — Hotel in Playa del Carmen

Clean safe hotel with apathetic staff that border on rude or just don’t care. Could easily be an amazing hotel with some simple small changes. Currently the HM Plya Del Carman is only clean safe hotel with pool, bar but don’t expect any support or service. Don’t currently recommend.

There is an elevator, although it smells very bad. There are some rooms with balconies, but they face out towards the street. 

When we tried to check in, both people at the front desk had the attitude that they couldn’t care less about you or their jobs. When they finally decided to help us as we waited patiently, we asked if it was possible to check in 45 minutes early as we called called two days ago and were even told they may be able to have our room ready early and would make a note. We were promptly told there is never an early check-in. No problem, We politely asked if we could store our luggage as we were an early and both looked perplexed with our request. We said we had called the day before to confirm that we could store our luggage tell check in time and were assured they could. After looking like this was an uncommon event, they tag our luggage and put it in the corner.

We twice called the front desk with issues and both times they said they would send someone right up, no show both times.

Note, There are no ice machines nor ice buckets, so you have to call the front desk to get ice. The 1st time we did this, we waited and waited and forgot as we got distracted. 3 hours later we called again and was told someone would be right up. Half hour after that, we went down and learned that they have no ability to provide ice in the rooms??? The front desk walks you over to the bar (which is only open from 9am to 9pm, so heaven forbid you want ice outside of that time), and the bar gives you a cup of ice! Why didn’t front desk not say you have to go to the bar for a cup of ice.

The bathroom is setup is unworkable. If you use the towel hanger, the hanging towel blocks the shower and toilet stall doors from closing or the handles to open them . 2nd the shower door is so close the floor so you can not open the shower door without the mat being moved and bunched up. Regardless you get water all over the floor whether you use the mat or not. Easy to move the towel hooks and shorten the door 1/2 inch.

The cleaning staff scent the room and it is very strong and over powering! We proper open the room door and opened the window and it took about 2 hours to air out the room. I’m sure some like strong scents, but if we want aroma therapy, we will go to a spa.

There is only one trashcan in the entire room and it’s in the bathroom, yet there are two sitting areas in the Jr. suite. I guess they expect you to get up and walk to the bathroom every time you need to throw away something or blow your nose and want to dispose of the tissue. How much does a small trash can cost?

The end of the stay did it end any better, we asked if we could check out 10-15 minutes late as we were running late that morning and told not even a minute late or we would be charged another nights stay.

Would we stay here again, MAYBE…. But we understand that any issues we have, we will have to go to the front desk in person to deal with them and hope someone actually cares to do something about the issue.

Unfortunately, there are not many other options that offer a quite room, that is also clean & safe with-in walking distance to 5th Ave. Most other nice hotels are right on 5th ave, which is where all the restaurants and clubs are, good luck sleeping day or night, unless you are looking for that.

The sad part, with some simple minor inexpensive changes and staff training the HB Plya Del Carman could be amazing, Sadly, as of Dec 14th 2023, is just...

I really wanted to give this hotel 5 stars just because the people who worked there were incredibly friendly and helpful. Ultimately I overall enjoyed my experience staying here and I would stay here again, however, there were a few important things that soured my stay that I think the hotel management really needs to fix. First, my partner and I booked a terrace room a full month prior to our trip but when I arrived we were told that the room was double-booked and there was nothing that they could do about it because of a problem with their parent company, HM hotels, which is in Spain. I sympathize with having problems with their parent company, but double-booking a room in 2023 with an online booking system is really not acceptable. The managers were extremely apologetic and comped us some meals, and ultimately upgraded us to a better room, but we had to stay in a cheaper room the first night. I can be flexible and roll with the punches, but this really shouldn't have happened. The second thing that needs to be fixed is that the rooms aren't exactly as advertised: the pictures of the views from the terrace rooms specifically are either very old or photoshopped. The view from the terrace rooms is actually of a condo and some businesses across the street. I didn't mind this view as I like an urban view, but the pictures are now misleading and need to be updated as there is not a view of greenery across the street. Finally, the hotel is currently without an elevator. This wasn't a problem for me because I don't mind taking the stairs, but this is something that anyone who is elderly or disabled should be aware of because the nicer rooms are all upstairs.

All that being said, the staff were wonderful, the rooms were clean, there was an excellent breakfast buffet, and the hotel is in a great location in Playa. But as I said before, there are some crucial things that the hotel management really needs to fix.

Also another tip for people who stay here: To get from the Cancun airport to HM Playa Del Carmen, get a reservation from the ADO bus company from the Cancun airport to the ADO Playa Del Carmen Alterna bus station, which is a 5 minute walk to the hotel. The ADO buses are clean, reliable, and much cheaper than a taxi or...

I stayed at a hotel that, while boasting some fantastic features, also had its fair share of drawbacks. Here’s a detailed breakdown of my experience, highlighting both the positives and the areas that could use some improvement.

Room Comfort and Amenities The rooms at the hotel were basic and not particularly comfortable. The furnishings were minimal and felt somewhat outdated, lacking the cozy or inviting atmosphere one might hope for in a hotel stay. The comfort level of the beds was mediocre, which might be a concern for those looking for a restful night’s sleep.

Swimming Pool One of the hotel’s redeeming features was its superb swimming pool. It was large, providing a perfect oasis to relax and unwind. The pool area was well-equipped with comfortable loungers and had an inviting ambiance, making it a great spot for both adults and children to enjoy some downtime. Unfortunately the pool was badly maintained during the day

Unfortunately, the hotel did not have a lift, which was a significant inconvenience, especially since I arrived at night and received no assistance with carrying my luggage to my room. This lack of support was a notable drawback, particularly for those who might have mobility issues or were simply tired after a long journey.

On a positive note, the breakfast served at the hotel was excellent. It featured a wide variety of options, from freshly baked pastries and fruits to local and international dishes. Everything was prepared to a high standard, and the quality of the food provided a delightful start to the day.

The location of the hotel was ideal. It was situated just far enough from the crowded areas to avoid the noise but close enough that the heart of the city was easily accessible. This balance made it a great choice for those looking to explore the city while also enjoying some peace and quiet at the end of the day.

Overall, my stay at the hotel was a mix of highs and lows. While the superb swimming pool and excellent breakfast were high points, the basic room comfort and the issue with luggage assistance upon arrival were significant downsides. This hotel could be a good option for those who prioritize location and amenities over room comfort and require minimal assistance...