Where to begin… I went there in January 2018 and stayed for 2 weeks. There was NO hot water for 6 days meaning we had to take freezing cold showers for the duration of SIX days! The worst part was that the reception staff kept telling us over and over again that it was being fixed and that we would have hot water this evening and if we asked again in the evening they told us that it would be fixed by tomorrow morning. I was in a group of 16 people and we were always asking when we would have hot water again as the outside temperature was quite low and some of us were getting a sore throat and a cough. All of us have worked in service so we knew that it would not do any good to be angry with the reception staff so we tried to stay as calm as we possibly could and the reception staff even thanked us for not screaming at them like every other guest at the hotel. We had booked through an Icelandic travel agency called Farvel and we decided just to take this up with them to get a compensation as HM Playa del Carmen is a very expensive hotel. After waiting for a long time we finally got an answer from our travel agency. At first the hotel DID NOT acknowledge that there was no hot water (meaning that we were apparently lying about it) but after a while they admitted that there was no hot water for 4 days (which is incorrect). They said that we would be able to get 700 USD for the whole group of 16 people which is absurd (43 USD per person = 7 USD per day that we could not shower). They did not want to refund more because we did not complaint enough… are you kidding me? Well, here's your complaint and if you wish to have more then we can definitely get you 15 more from other members of the group that I traveled with. My initial thought of the hotel was good, the staff members were wonderful, the rooms were fine and I did think that the price was quite fair for what you got. But after having no hot water for 6 days and getting this attitude from the hotel's management I would not recommend this hotel AT ALL to anyone.
My initial thought of the hotel was good, the staff members were wonderful, the rooms were fine and I did think that the price was quite fair for what you got. But after having no hot water for 6 days and getting this attitude from the hotel's management I would not recommend this hotel AT ALL to anyone.