House B & B Che — Hotel in Playa del Carmen

This is my third time at Che Suites. I come here between travel days and for a little luxury in between hostels. I can't say enough good things. Mariana is amazing, kind, and helpful. She reaches out just after booking to make sure check-in and arrival go smoothly. She's very helpful and will give lots of tips. She always remembered me and went the extra mile to make me feel welcome. ||My favourite thing about Che Suites is the beds. I travel full-time and the biggest gamble when I book anywhere is the mattresses and the number/quality of pillows. You get a California king bed, with a luxury mattress and FIVE pillows! It's a little slice of home comfort. The WiFi is excellent, there's a desk in the rooms to work from and all the little touches make it a really lovely space. Great AC, a fridge outside the rooms for the floor to share, and hot showers with great water pressure. It's extremely clean, the AC is on ready for your arrival and all the small considerations are what separates it from anywhere else I've stayed. You immediately feel taken care of. After a long journey, or a week in a crazy hostel, it's exactly what's needed. |||The rooms are excellent value for the area and for what you get. 50-60gbp for a bit of luxury is an absolute steal!||Location-wise, it's in a gated community on the PDC side of the Playacar area and has access to the nicest, quietest beach in the area. A short walk from 5th Avenue and everything you could possibly want in PDC, but tucked away enough that you escape...

This is my third time at Che Suites. I come here between travel days and for a little luxury in between hostels. I can't say enough good things. Mariana is amazing, kind, and helpful. She reaches out just after booking to make sure check-in and arrival go smoothly. She's very helpful and will give lots of tips. She always remembered me and went the extra mile to make me feel welcome. ||My favourite thing about Che Suites is the beds. I travel full-time and the biggest gamble when I book anywhere is the mattresses and the number/quality of pillows. You get a California king bed, with a luxury mattress and FIVE pillows! It's a little slice of home comfort. The WiFi is excellent, there's a desk in the rooms to work from and all the little touches make it a really lovely space. Great AC, a fridge outside the rooms for the floor to share, and hot showers with great water pressure. It's extremely clean, the AC is on ready for your arrival and all the small considerations are what separates it from anywhere else I've stayed. You immediately feel taken care of. After a long journey, or a week in a crazy hostel, it's exactly what's needed. |||The rooms are excellent value for the area and for what you get. 50-60gbp for a bit of luxury is an absolute steal!||Location-wise, it's in a gated community on the PDC side of the Playacar area and has access to the nicest, quietest beach in the area. A short walk from 5th Avenue and everything you could possibly want in PDC, but tucked away enough that you escape...

During my recent visit to the Che Suites, I was met with a series of disappointments that have compelled me to share my experience for potential visitors:

Booking vs. Reality: I reserved a deluxe room, expecting a experience better than a cheap dorm/hostel given the elevated price and description. However, the room we received was significantly different from what was advertised. Room Issues: Not matching the promotional pictures. Missing an en-suite bathroom. Persistent damp and musty smell. A malfunctioning toilet that wouldn't flush. Absence of blinds, leading to unwanted early morning light.

I addressed these concerns immediately, and there was an understanding and agreement for a refund – both verbally and in writing. Unfortunately, what transpired afterward was a prolonged chain of communications over WhatsApp. The manager, although informed, avoided my messages and the staff frequently acknowledged the issues but kept deferring the refund.

The final word was a deviation from their original promise, stating company policy prevents such refunds. Instead, they suggested an alternative stay at a different Che hotel – an offer that didn't align with the nature of our trip.

In the service industry, trust is paramount. When a promise is given, it should be seen through. My experience with the Che brand and the Che hostel chain highlighted a disheartening gap between promises made and services delivered. Potential visitors should be aware and adjust their expectations...