The Fives Downtown Hotel and Residences

This is hands down the best resort I have stayed at. All hotel staff went above and beyond to make sure our stay was the best it possibly could be every step of the way. The only downside was that there is a seaweed problem in Playa del Carmen right now, and swimming in the ocean was not ideal (not the resort's fault). Other than that they had so many delicious gourmet restaurants which were included in the all inclusive and there were events planned all day, every day, with amazing staff and infrastructure. There is many pools and even a jungle path and a cenote on the property! The resort itself was truly magical and the staff made it one to remember. I would 100% reccomend. A special shoutout to Richardo, Juan and our tour guide Enrique (Tulum tour).

Everything about the resort and the staff was wonderful.

The rooms and overall property were beautiful, well-maintained, and very inviting. The staff provided exceptional customer service throughout our stay and were consistently friendly, attentive, and accommodating. There was also a wide variety of food options, and everything we tried was delicious.

The only downside was the beach. Unfortunately, the water was very dark, there was a significant amount of seaweed piled up along the shoreline, and the smell coming from the beach was unpleasant. I was told this occurs around this time of year due to seasonal agricultural runoff originating from Brazil, and that under normal conditions the water is the beautiful blue-green color typically associated with this area.

Overall, we had a great experience. Aside from the beach conditions, the resort itself exceeded expectations, and I would absolutely recommend it.

I don’t normally leave negative reviews, but I feel it’s important to share my experience.

Overall, Playa del Carmen was absolutely beautiful, and we made wonderful memories. Unfortunately, our stay at this hotel was disappointing from the moment we arrived.

Although I booked directly through the Hilton app, I was told I wasn’t eligible for early check-in because I didn’t book “through the hotel,” while other members of my family were able to check in early. Then once I was able to check in, I was told that the room wasn’t clean when the rest of my family members had checked in. I wish they were open and honest from the beginning that the room was simply was not ready, not go through a whole thing that I didn’t book through them directly.

Once we got to our room, I discovered the advertised mini refrigerator did not function as a refrigerator. I was told it was only a “conservator,” which meant I couldn’t safely store my son’s medication or even keep drinks cold. The only room they offered as an alternative was a king room without a pullout couch, even though I had reserved a standard room with two queen beds for my son, my niece, and me. Their only solution was to have us request ice every evening to keep my son’s medication cold. In each time that I requested ice, the increments were in a smaller container each time(Our stay was for five days and four nights).

To make matters more difficult, key cards only allowed access to the floor your room was on. Since my sister’s room (on a different floor) had a working refrigerator, I had to inconvenience her several times just to keep my son’s medication properly stored.

I also requested fresh towels without housekeeping entering the room because we had personal belongings, medications, and valuables inside. I was told the only way to receive clean towels was to allow full housekeeping service, which I wasn’t comfortable with.

Finally, during our last two nights, I repeatedly asked for additional toilet paper. I even offered to pick it up myself from the front desk and was told no. It wasn’t until our final evening when we were checking out the next morning that someone finally gave in and let me pick up toilet paper at the front desk.

What frustrated me most wasn’t one isolated issue. It was the repeated lack of reasonable solutions and the feeling that our concerns weren’t taken seriously. I wasn’t asking for special treatment, I was simply expecting the amenities that were advertised and basic customer service, especially when it involved medication that needed to stay cool.

Thankfully, our family made incredible memories in Playa del Carmen despite these frustrations. I hope management takes this feedback seriously so future guests don’t experience the same issues.