As reflected in my rating, I'm a bit disappointed with this hotel. We couldn't make it on the first day due to airport disruptions following the worldwide software collapse, and we informed the hotel about this. However, the hotel was not willing to grant us a refund for that first night.
The hotel is large, well-designed, and family-friendly, with a wide range of activities and entertainment options. The swimming pool area is spacious, and the beach is clean.
There is some room for improvement in the service. For instance, the safe in my room ran out of battery. The front desk assured me that someone would be sent to fix it. Naturally, I had to be present in my room when this person arrived. I spent several hours one afternoon waiting with my children and had to call the front desk multiple times to remind them to send help.
Overall, I'd probably consider other hotel options for my next trip to Playa del Carmen.