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Reviews of The Reef 28 Hotel & Spa - Luxury Adults Only - All Suites - With Optional All Inclusive

4.5 out of 5
The Reef 28 Hotel & Spa - Luxury Adults Only - All Suites - With Optional All Inclusive
1 Ave. Norte y Calle 28 Norte, Gonzalo Guerrero, Playa del Carmen, QROO

Reviews

8.6

Excellent

Rating 10 - Excellent. 575 out of 1005 reviews" "
Rating 8 - Good. 236 out of 1005 reviews" "
Rating 6 - Okay. 86 out of 1005 reviews" "
Rating 4 - Poor. 60 out of 1005 reviews" "
Rating 2 - Terrible. 48 out of 1005 reviews" "

9.4/10

Cleanliness

8.6/10

Staff & service

8.4/10

Amenities

9.0/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Beverley Renee

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Israel & Paco were amazing! Super accommodating and helpful throughout our stay. The rooftop pool was great, and I loved that we had the options to go and spend the day at their sister resorts. The rooms were clean and the food was good, especially for all inclusive! Highly recommend!
Stayed 5 nights in Apr 2024

10/10 Excellent

Adriana

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Recommended
Stayed 4 nights in Apr 2024

2/10 Terrible

Michelle

Traveled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
We booked for the All-Inclusive package. When we got there they said that Expedia did not book it as an All-Inclusive package. We had to pay an additional money; and it wasn’t a small amount! I believe the Hotel was running a scam because I know that we paid Expedia for the All-Inclusive package. This was our second year at the resort and comparing receipts from last year and this year the language is the same. Will definitely NOT BE RETURNING TO THIS RESORT!! BEWARE!!!!
Stayed 7 nights in Apr 2024

10/10 Excellent

Donalson

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything went well.
Stayed 3 nights in Apr 2024

10/10 Excellent

Ekaete Bietor

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very pleasant stay overall
Stayed 6 nights in Apr 2024

4/10 Poor

Reza

Traveled with group
Liked: Cleanliness, property conditions & facilities
Downgraded upon arrival due to overbooking. We were 3 guys who had booked the master suite (1200 sq ft) and were given keys to a junior suite instead (500sq ft). This made our stay pretty uncomfortable, not going to lie. To make it worse, no one explained anything to us until we went downstairs saying they gave us the wrong room. Only then did they start listing off excuses (first, it was that the master suite is for 2 people - wrong, then it was they simply overbooked, THEN it was that someone broke all the doors in the master suite). Overall very shady and we did not understand why they tried to hide it from us at first. Luckily, we stayed on them for a refund of the difference. It took until checkout to get a concrete answer (constantly told that the person to handle it wasnt available). Expedia was able to make sure we got our money back. Food was great, for sure. Avg wait time was about 30min for food at lunch, 45 for dinner. Pool area/rooftop was dead but maybe it was the time of the year. Convenience of the location is 10/10 though. Quick walk to beautifum beach and bars. Probably would not go back. Would consider something else downtown.
Stayed 3 nights in Apr 2024

4/10 Poor

Anton

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, amenities
First i booked ALL inclusive but they don't have ALL inclusive as the delicious food like steak and burger you have to pay for that and some seafood
Stayed 7 nights in Apr 2024

6/10 Okay

Kimberly Joy

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This would be a 5 star review if they had given us the room we reserved. We reserved a room with two queen beds, but when we arrived they told us they were out of those rooms and put us in a room with only one queen bed and a "sofa bed". Sofa bed is quotes because this "bed" was only about 4 feet long and was apparently made for kids. I'm only 5'4" and I still couldn't fit in the bed. It's extremely rude and disrespectful to us as guests to purposefully oversell rooms and not hold our reservations. It's misleading and false advertisement to sell something that isnt available. That's taking advantage of the fact that we as guests have no other options to go to another hotel once we arrive. They initially told us we could move to the correct room on Saturday, then on Saturday they said it would be "Sunday or Monday" (spoiler alert: it was Monday). It's also disrespectful of our time, because it takes time out of our schedule to pack everything, check out for the day, then unpack again, when this time could've been used doing something else during our vacation. Other than that, there were no major complaints. I didn't love that they hotel was pushing time share packages, and I felt the concierge wasn't very helpful. Also the rooms towards the back of the hotel are very noisy due to the bar across the street and sometimes loud patrons at the rooftop bar. But the hotel is very clean & the service is A .
Stayed 7 nights in Apr 2024

8/10 Good

Katharine Jane

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 8 nights in Apr 2024

8/10 Good

Talil, Missouri City

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Elevators went out a few times
Stayed 3 nights in Apr 2024

8/10 Good

Alexandro

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My experience at the reef was excellent. They did over book my room so I was unable to stay in my deluxe master suite for the first 2 nights but giving the accommodations they made for me it was well worth it, but everyone may not have the luck that I had. If booking I would recommend calling and verifying that they have your style room available after you get you confirmation. Other then that almost all of the staff was friendly and polite.
Stayed 4 nights in Apr 2024

8/10 Good

Whitney

Liked: Cleanliness, amenities, property conditions & facilities
The property was nice I finally stayed here after looking at it several times. The rooftop pool is fun and gets pretty lively. The first time everyones really nice but then the male waiters up there can have some pretty nasty attitudes and make remarks about tipping, gestures, waving you off with their hands. So that part was pretty disappointing. Otherwise everything was great. Good food up at the pool and the restaurant. Lobby bar stays open til 1am, a short walk to the beach, walkable right by 5th Avenida… the spa was amazing, that hydrotherapy was excellent. I accepted the breakfast presentation to get the free massage, no big issue with that at all, my salesguy was nice and respectful and didnt get too aggressive. I would return!
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/23
Dear guest,Thank you for your detailed feedback regarding your recent stay at our The Reef 28. We are delighted to read that you found many aspects of your experience enjoyable, including the amenities such as the rooftop pool, restaurant offerings, and spa services. However, we sincerely apologize for any negative encounters you may have had with certain members of our staff. Providing exceptional service is paramount to us, and we will address your concerns with the rooftop team to ensure that all guests are treated with the utmost professionalism and respect at all times.Your positive remarks about the property's location and overall experience are invaluable to us, and we look forward to welcoming you back in the future for another memorable stay.Kindest regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Elizabeth

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great Hotel Staff were all amazing. Food was pretty good Roof top patio was AMAZING FOOD!! And lots of fun We met some wonderful people! It is loud with the music on the rooftop patio but the younger people love it! Definitely recommend
Stayed 5 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for your preference and for sharing your review.We are glad to know that youo enjoyed the facilities, the food and the rooftop.We appreciate you recommending us and we look forward to welcoming you back.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Trinh

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was nice and accommodating. There was a lot of noise due to construction and if you’re on the 4th floor you can hear the music from the rooftop and they will go late into the night too. Service at the restaurant was somewhat slow when ordering food but it was delicious.
Stayed 4 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for sharing your feedback following your recent visit to The Reef 28.We appreciate your kind words regarding our staff and their efforts to ensure your comfort throughout your stay.We apologize for any inconvenience caused by the noise disturbance stemming from nearby construction activities and the rooftop entertainment. While we are delighted to hear that you enjoyed the culinary offerings at our restaurant, we regret that the service did not meet your expectations in terms of speed. Rest assured, we are taking steps to improve our efficiency in this regard while maintaining the high standards of taste and presentation that you found satisfactory.We hope to have the opportunity to welcome you back in the future for an even more enjoyable stay.Kind regards,Lizeth ArratiaHospitality Manager

4/10 Poor

Tiffany

Traveled with partner
Liked: Cleanliness
Let’s be clear this is a hotel, not a resort! Location is great very close to downtown fifth avenue area and the room was very spacious. The staff at the rooftop are very unprofessional and the service is terrible. It takes thirty minutes until someone waits on your table, then another thirty minutes to receive already prepared food. They make you sign a bill for your order which is all inclusive. One member of the wait staff told me to “give him a tip” in which I did not, but once I checked out there was a balance for a tip that I did not approve. Water in the shower does not get hot, AC does not stay cold, no hooks in the bathroom to hang anything, pool is small, food is mediocre, and the restaurant is inconveniently placed in the center of the hotel rooms, you can hear the plates being stacked from your room. There are no towels in the fitness center and this hotel does not offer room service. My room was cleaned two times out of the 5 days I stayed. Very clean hotel; but I do not recommend.
Stayed 4 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for taking the time to share your detailed feedback following your recent stay with us. We genuinely appreciate your insights as they allow us to identify areas for improvement and better meet the expectations of our guests.We are pleased to hear that you found our hotel's location convenient and enjoyed the spaciousness of your room.However, we regret to learn of the challenges you encountered with the service at our rooftop and restaurant. Please accept our sincerest apologies for any inconvenience caused by the unprofessionalism and slow service you experienced. Rest assured, we will be addressing these issues with our team members and implementing measures to ensure that such lapses in service are rectified promptly.Regarding the discrepancy with the billing for the tip, we take such matters seriously, and we assure you that we will investigate this issue thoroughly to ensure that it is addressed appropriately.Once again, we sincerely apologize for the shortcomings you experienced during your stay.We hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience that reflects the high standards we strive to uphold.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

LaQuoya

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is very kind and works super nice
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for sharing a review about your vacation experience at The Reef 28.We are delighted to know you left with such a positive impression of the service provided by our staff.We hope to have the opportunity to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

4/10 Poor

Chrystal

Traveled with family
Disliked: Amenities, property conditions & facilities
Rotorhammering and construction below our room. No relaxation noise, noise, noise. From dishes clanking to rotor hammering and construction or the repetitive beat on the rooftop same songs playing over and over. Huge headache. Rooms smelt like mold. Spa no hot water jacuzzis all luke warm with one cold plunge. When asked to move they want you to pay more vacation cost way to much and not even beach front. Chairs and benches in restaurant all stained. Roof leaked in gym. Sink in room sprayed us every time we used it. I can’t make all the bad stuff up! Unreal!
Stayed 7 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,We sincerely appreciate you taking the time to share your feedback regarding your recent experience with us. We deeply regret any inconvenience caused by the noise disturbance from the ongoing construction and rooftop activities. Please accept our apologies for any disturbances you encountered, as ensuring a tranquil and comfortable environment for our guests is of utmost importance to us. We are also disappointed to hear about the issues you encountered with the condition of your room and the maintenance issues. Rest assured, we will take necessary measures to address these issues promptly and mitigate any future disturbances.We hope to have the opportunity to welcome you back for an improved experience in the near future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

JULIE

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We really enjoyed this hotel . We only booked one night as a result of our flight being cancelled and the all inclusive hotel we were staying at wanting 512 for an additional night
Stayed 1 night in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for sharing your experience at The Reef 28.It is great to know you enjoyed the night you stayed in our property.We hope to host you again in the future.Kindest regards,Lizeth ArratiaHospitality Manager

6/10 Okay

Nana

Liked: Cleanliness
Disliked: Staff & service
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia/ Hospitality Manager on 2024/4/20
Dear guest,Thank you for choosing The Reef 28 as your vacation destination.We regret knowing by your score that your stay was not up to your expectations.We hope we can change your impression in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Benaiah

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pros: 1) Staff are mostly very friendly, and very on top of their job. - I witnessed a staff member being harassed by a meathead, who threw his food on the floor like a 2 year old. Staff kept their cool and cleaned up the guys mess, honestly I wish they had thrown the bad guest out on the street. 2) Convenience, very close to 5th Ave & the beach. Great food options onsite. 3) Cleaning staff were AMAZING and honestly deserve recognition. 4) Add on the all inclusive, definitely worth it over all if you plan to eat onsite. Most of the food is AMAZING, A)Mexican restaurant - IT IS SO GOOD, the GAUC OMG. B) Italian - Bruschetta was GREAT, pastas also. C) Asia - Apps were good, mains were ok, deserts were to die for. D)The food on the rooftop was not great though, the flan tasted like it had been in a walk in fridge uncovered for 8 hours. The Nacho cheese was runny, watery and flavorless as well as the chicken. Cons: 1) The All-Inclusive is not fully all inclusive. Some menu items (steaks and certain sushi etc). are not included, but the majority of the menus are included and the food is GREAT. 2) Random fee's tagged on at checkout, amounted to under $10 so not upset, more so was annoyed that it wasn't communicated at booking OR check-in. 3) Internet/TV/Phone went down and was on and off working for a few days.
Stayed 4 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/16
Dear guest,Thank you for sharing your detailed review of your recent stay with us. We greatly appreciate your feedback and are delighted to read about the aspects of your experience that you found positive. We are proud of our team's professionalism and commitment to maintaining a high standard of service and we appreciate your recognition, especially to the cleaning staff.Regarding the all-inclusive package, we apologize for any confusion regarding the inclusivity of certain menu items. We will review our communication practices to ensure that our guests have a clear understanding of what is included. Additionally, we regret any inconvenience caused by unexpected fees at checkout and the intermittent issues with our internet, TV, and phone services. Please know that we are actively working to address these issues and prevent recurrence.Once again, thank you for choosing to stay with us, and we hope to have the pleasure of welcoming you back for an even more enjoyable experience in the future.Kindest regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Nicholas

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a beautiful property with a modern feel. The room was spacious and very calming, nice bed. The all-inclusive food at the Mexican restaurant was excellent. Buffet breakfast very good. One of the servers and service the 1st night was below average (I reported it). The 1st morning I was awakened with a phone call at 9am (?!) by the concierge woman, offering me her services and help. This was completely inappropriate. They also run shuttles to their sister hotels with beaches. DO NOT go to Coco Beach. It’s ugly, and the environment is very downscale. The Playacar hotel partner is much nicer, and the beach is beautiful. Note that both sister properties have children. Also they’re 3 1/2 star hotels while Reef 28 is 4 1/2 stars. Go for the beach, but otherwise know they are lower-quality hotels.
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/16
Dear guest,Thank you for taking the time to share your feedback regarding your recent stay at our property.We are glad that you found our property beautiful with a modern ambiance, and that you enjoyed the spaciousness and tranquility of your room, as well as the quality of the bed and the excellence of our all-inclusive dining options, particularly at the Mexican restaurant.We sincerely apologize for any inconvenience caused by the below-average service you experienced on the first night of your stay. We are committed to addressing and rectifying any service shortcomings to ensure a consistently exceptional experience for all our guests.Regarding the unexpected morning phone call from our concierge, we apologize for any disturbance this may have caused. We assure you that this matter will be addressed internally to prevent any recurrence in the future.We hope to have the opportunity to welcome you back for a truly exceptional stay in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Iaisha

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice hotel, I just didn’t like the setup of the bathrooms.
Stayed 2 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/16
Dear guest,Thank you for choosing The Reef 28 as your vacation destination and for sharing your review.We are glad to know that you enjoyed our facilties in general.We do hope you give us the opportunity to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing restaurants with the all inclusive package as well as drinks. Over all an amazing experience.
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/13
Dear guest,Thank you for choosing The Reef 28 to spend your recent vacations and for sharing your review.We are glad to know that you enjoyedi the all-inclusive package and that overall your stay was amazing.We will be delighted to host you again in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/13
Dear guest,Thank you for sharing your positive rating about your stay at The Reef 28.It will be a pleasure to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

6/10 Okay

Libbie

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Lovely rooms and facilities but very noisy with local bars blasting out music and DJ by the pool. not the place to go for a relaxing quiet holiday but I guess great if this is what you’re after!
Stayed 2 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for sharing your feedback with us. We are pleased that you found our rooms and facilities lovely. However, we apologize for any inconvenience caused by the noise from local bars and the poolside DJ. We appreciate your input and will take your comments into consideration as we strive to provide the best possible experience for all our guests.We hope to have the opportunity to welcome you back for a more peaceful stay in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Andre

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our time. We came for a birthday trip. The staff was very welcoming and everything provided was nice and clean. There was confusion on being allowed to go to the other hotels. We weren't made aware that there wouldn't be transportation to the other hotel on Monday, so instead of paying the addition $15 which would provide transportation and the same all inclusive access at the other hotel, we would have needed to pay the $15 and pay for transportation separately. Also, we had the same food options two nights in a row when we were told it rotated (Mexican cuisine daily and a rotation between Japanese and Italian cuisine for dinner). The resort is located where everyone wants to be. Many shops, food, bars and activities to do. Very nice hotel!
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for choosing to spend a birthday trip with us and for taking the time to share your feedback. We are glad that you enjoyed your time with us and that you found our staff to be welcoming and our facilities to be nice and clean.We apologize for any confusion regarding access to our sister hotels and the transportation arrangements. We will review our communication and procedures to ensure that all guests are provided with accurate information and options for transportation.Regarding the food options, we apologize for the inconsistency you experienced. We will address this with our Food & Beverage team to ensure that our guests enjoy a varied and satisfying dining experience during their stay.We hope to welcome you back for another enjoyable stay in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Octobra

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We celebrated a birthday during this trip. The aesthetics and atmosphere were amazing. Customer service was great we had the perfect trip. Great place to have fun with friends and eat good food on the rooftop.
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for choosing to celebrate a birthday with us and for sharing your experience. We are thrilled to learn that you enjoyed the aesthetics and atmosphere of our property, and we are delighted that our customer service contributed to making your trip perfect.We appreciate your kind words and look forward to welcoming you back for more memorable experiences in the future.Kindest regards,Lizeth ArratiaHospitality Manager

8/10 Good

Taina, Brooklyn

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed my stay
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for sharing a review about your stay at The Reef 28.We are glad that you enjoyed your experience and it will be a pleasure to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

IRisha

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is okay. I liked it, but did not love it. The room was decent. It had a mildewy smell, but we turned the air down so low to where it was freezing and it kinda helped with the smell. The shower is nice. The breakfast was okay, but inconsistent with the options they had each day. Overall I give it a 7.9 out 10.
Stayed 3 nights in Apr 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for taking the time to share your feedback with us. We appreciate your honest review and are pleased to read that you found our property satisfactory overall.We are glad that you found the shower to be nice and that adjusting the air conditioning helped alleviate the smell in your room. Your feedback regarding the inconsistency of breakfast options is noted, and we will work on improving this aspect of our service.We value your feedback as it helps us identify areas for improvement and strive for excellence in our guest experience.We hope to have the opportunity to welcome you back in the future and provide you with a more enjoyable stay.Warm regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Don

Stayed 6 nights in Mar 2024

8/10 Good

Janell

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
VIP room beautiful.wish they had room service. Staff is nice but they try to upsell you on the membership too much.
Stayed 2 nights in Jan 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/11
Dear guest,Thank you for taking the time to share your feedback with us. We are delighted to know that you found your room beautiful. Your satisfaction is our priority, and we are glad that our staff could contribute to your positive experience with their attentive service.Regarding your feedback about upselling our membership, we apologize if this aspect of your experience did not meet your expectations. We value transparency and aim to provide information about our offerings in a helpful and respectful manner. Your feedback will be shared with our team to ensure that we strike the right balance in our approach.Thank you once again for choosing our hotel, and we hope to have the opportunity to welcome you back in the future for an even more enjoyable stay.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

MARIA LUISA

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service. The employees were kind and attentive. The food options were ample and it was delicious It was very clean. The ubication was also a positive point. It was close to the streets with vendors and close to "Manitas Beach". I will refer thus hotel to acquaintances and friends. I will definetely consider it I make another trip to Playa del Carmen.
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/8
Dear guest,Thank you very much for taking the time to share your feedback regarding your recent stay with us. We are delighted to hear that you had a pleasant experience and that our service, cleanliness, and location met your expectations.Furthermore, we are glad that our location added convenience and enjoyment to your stay. Thank you for your kind words and for recommending our hotel to your acquaintances and friends. We look forward to welcoming you back should your travels bring you to Playa del Carmen again in the future.Warm regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Genothan, REX

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is very nice and clean. The location is perfect.
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/8
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your review.We are glad to know that you enjoyed the facilities and location.It will be truly a pleasure to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

6/10 Okay

Marylin

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
The hotel appearance-wise was beautiful! As soon as we arrived we were greeted with great hospitality, mimosas and staff took our luggage to our room. The first night we arrived we noticed our TV was not working. As someone who just wanted to rest and watch tv after a long trip, this was disappointing. We called maintenance and they came to reset the TV, but it was still having issues and the chrome cast they claimed to have was not working at all. We called multiple days after to try and get it fixed and it still wasn’t fully functional. We paid for the all-inclusive features so we had unlimited food and drink service, however the food and drinks were not good at all.. I would rate it 5/10. Every time we went to a restaurant for lunch or dinner, it took years to get our food. It’s like they were understaffed or had forgotten about us. Especially on the rooftop pool/restaurant area. I will say our bedroom had an incredible view! We faced the ocean side! The hotel does not offer room service so any late night snacks we had to go buy from the local 7/11. The room cleaning service was wonderful! The spa looked amazing, but since it was not included with the all-inclusive, we didn’t use it. If I ever visited playa del carmen again I would definitely go a different route.
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/5
Dear guest,Thank you for taking the time to provide feedback on your recent stay with us. We sincerely appreciate your detailed comments, as they allow us the opportunity to address areas where we can improve and ensure a more seamless experience for our valued guests.We are glad that you found the appearance of our hotel beautiful and that you were greeted with great hospitality upon arrival. However, we deeply regret any inconvenience you experienced with the functionality of the TV in your room. Please accept our sincere apologies for the frustration this caused during your stay. Furthermore, we apologize for any delays you encountered in receiving your food and drinks, as well as any dissatisfaction with the quality of the offerings. Your feedback will be addressed with our food and beverage team to enhance the overall dining experience for our guests.We are pleased that you enjoyed the incredible ocean view from your bedroom and that you found our room cleaning service to be wonderful. Your compliments will be shared with our housekeeping team, who work diligently to maintain the comfort and cleanliness of our guest rooms.We hope you will give us another opportunity to welcome you back in the future and make your stay a memorable one.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Morgan

Traveled with family
Liked: Staff & service, amenities, property conditions & facilities
A fun stay at Reef 28. The pool area was a bit smaller than anticipated. Tip servers well and you will be taken care of.
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/5
Dear guest,Thank you for choosing The Reef 28 as your vacation destination and for sharing your review.We are glad to know that you had a fun stay in our property and we hope that you give us the opportunity to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Jennifer, Milford

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were originally booked at another resort in Cancun but were severely disappointed to the point of deciding to leave after three nights. The Reef 28 was a shot in the dark that was literally the best decision ever. Vibrant, welcoming and what we truly believe saved our marriage we found The Reef 28. Even with some minor AC and TV issues this place was our new favorite place to visit along with the town itself of Playa del Carmen. Thank you to all the wonderful staff we encountered and the great locals who were so welcoming.
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/5
Dear guest,Thank you so much for taking the time to share your experience. We are thrilled to know that The Reef 28 exceeded your expectations.Your kind words regarding our vibrant atmosphere and welcoming staff truly warm our hearts. It is great that your stay with us not only met but exceeded your expectations, especially after the disappointment you faced elsewhere.We look forward to welcoming you back for another unforgettable stay in the near future.Kindest regards,Lizeth ArratiaHospitality Manager

8/10 Good

Tara

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Food options weren't great
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/1
Dear guest,We appreciate your feedback regarding your stay at The Reef 28.We regret to learn that our food options did not meet your expectations during your recent visit. Ensuring a diverse and satisfying menu selection is of utmost importance to us, and your comments are taken seriously as we continuously strive to enhance our offerings. We hope to have the opportunity to host you again in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Saif

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/4/1
Dear guest,Thank you for sharing your positive rating about your stay at The Reef 28.It will be a pleasure to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

6/10 Okay

Shawana

Traveled with group
Liked: Cleanliness
Disliked: Amenities
This place is really small. There’s really nothing to do there. The food is mid at best. If you want a drink you have to go to the bar and get it yourself. There’s no room service. You don’t get the value that you pay for. Security is not great.
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for taking the time to share your feedback with us following your recent visit. We sincerely apologize for any disappointment you experienced during your stay.Regarding your concerns about the food quality and beverage service, we apologize for any inconvenience you experienced. We aim to provide high-quality dining options and attentive service, and we will review your feedback with our team to identify areas for improvement.Once again, we apologize for any shortcomings you experienced during your stay. We hope to have the opportunity to welcome you back in the future and provide you with a more enjoyable experience.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Jennifer

Enjoyed the food. We purchased all-inclusive package and it was well worth it. Staff was wonderful. Hotel is very clean, comfortable beds, nice and cool in our room. The rooftop pool was nice. Pool needs repairs as tiles were loose and all over the bottom of the pool. Daily dancers and DJ were more of a party than just relaxing. Can hear loud music from other bars at night. Overall, very nice and would stay here again.
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for sharing your experience with us following your recent stay at The Reef 28. We are thrilled to know you enjoyed the culinary offerings of our all-inclusive package and that you appreciated the service of our staff.We are glad you enjoyed the ambiance of our rooftop pool, although we regret any inconvenience caused by the loose tiles. Rest assured, we will promptly address this matter to ensure the safety and comfort of our guests.We appreciate your feedback regarding the daily dancers and DJ. While we strive to offer a diverse range of entertainment options for our guests, we understand that preferences may vary. Overall, we are delighted that you had a positive experience with us and that you would consider staying with us again. We look forward to the opportunity to welcome you back and provide you with another enjoyable stay.Sincerely,Lizeth ArratiaHospitality Manager

4/10 Poor

Andrew D, Union City

Liked: Cleanliness, property conditions & facilities
Pro: the hotel is very clean and new. Expedia is a good company. But my vacation was not as good as planed. Con: my complaint is about the booking experience on Expedia for this resort. 1. Booked "all inclusive" but did not reveived it. the resort name has "All Inclusive" and I thought i was booking an "All Inclusive". after booked and paid on Expedia.com, I carefully read the page and it says "Include meal". After I arrived the resort and found out it does not include meal. Called Expedia the staff said I read the wrong section on the page, Some thing like reading in the room properties not in some bla bla, I can't understand. I don't want to ruin my vacation so I let it go, and eat out side most of the time. 2. Another think not happy about this resort, the staff does not clean the room well, did not take away the used towels on the floor. and the bed was made missing sheets. Seems everyone was asking for tips when they provide any kind of service. Annoying.
Stayed 7 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/28
Dear guest,Thank you for taking the time to share your feedback regarding your recent experience with us. We sincerely apologize for any inconveniences you encountered during your stay and for any misunderstanding regarding the booking process.Regarding your concerns about the booking experience, we regret any confusion caused by the description. It is important to mention that the hotels name states that the all-inclusive package is optional.Additionally, we apologize for the cleanliness issues you experienced in your room. Providing a clean and comfortable environment for our guests is a top priority, and we will address this with our housekeeping team to ensure that our standards are consistently met.We also take your feedback about the staff members into consideration. While tipping is appreciated in many hospitality establishments, we will remind our team members to provide service without any expectation of gratuity and to focus on delivering exceptional service to all guests regardless.We do hope you give us the opportunity to change your impression in a future stay.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

kimberly anne

Traveled with group
Liked: Cleanliness, staff & service
Great place. Staff are really nice, however service is extremely slow or non existent. The property is just close enough to the action, but far enough away. The spa is amazing. Unfortunately, the pool tiles are falling apart, and the pool could use a redo, and some cleaning
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for taking the time to share your feedback regarding your recent stay with us. We are delighted to read that you appreciated our acommodating staff, and that you appreciated the convenient location of our property.However, we sincerely apologize for any inconvenience you experienced with the service during your stay. We will address this issue with our team to ensure that such delays are minimized in the future.Regarding your concerns about the condition of our pool, we apologize for any disappointment this may have caused. We are committed to providing a comfortable and enjoyable environment for our guests, and we will immediately look into addressing the issues you have raised.Once again, we appreciate your valuable feedback as it helps us to identify areas for improvement. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Over all experience was amazing, highly recommended.
Stayed 3 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your feedback.Wer are glad that you enjoyed your experience in our hotel and we appreciate you recommending us.We hope to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Alvaro

Liked: Cleanliness, staff & service, property conditions & facilities
Very good place but no access to the beach
Stayed 2 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your feedback.We are delighted to know that you enjoyed the facilities .We hope to host you again in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Lauren

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like the location in the downtown area! It’s super easy to access anything else! Staff are so so helpful and kind!
Stayed 8 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/27
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your review.We are glad to know that you enjoyed the location and the friendliness of our staff.We hope to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

helen ka wai

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/23
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your review.We are glad to learn from your review that you enjoyed your stay.We hope to welcome you back in the future.KInd regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Ashley

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
…
Stayed 4 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/21
Dear guest,Thank you for sharing your excellent review about your stay at The Reef 28.It will be a pleasure to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager

8/10 Good

Naomi Carter

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Close to absolutely everything!!!
Stayed 3 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/21
Dear guest,We would like to thank you for your preference and for sharing your review.We are glad to read you appreciated our central location.We hope to welcome you back to The Reef 28.Kind regards,Lizeth ArratiaHospitality Manager

10/10 Excellent

Untraka

Liked: Cleanliness, staff & service, property conditions & facilities
This property is really nice and clean. We had a great time and if you do all inclusive you can visit the other sister properties for FREE!!
Stayed 4 nights in May 2023
Response from Lizeth Arratia /Hospitality Manager on 2024/3/21
Dear guest,Thank you for choosing The Reef 28 to spend your vacations and for sharing your review.We are glad that you appreciated the cleanliness of the property and that with the all-inclusive package you chose, you got to visit our sister properties.We will be delighted to host you again in the future.Kind regards,Lizeth ArratiaHospitality Manager

4/10 Poor

Vince De

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
It is a hotel not a resort, pool is tiny .Choice of food is limited for being All Inclusive unless you pay extra.Next to Zero night life at hotel.
Stayed 8 nights in Mar 2024
Response from Lizeth Arratia /Hospitality Manager on 2024/3/21
Dear guest,Thank you for taking the time to provide your feedback regarding your recent stay at The Reef 28. We value all guest perspectives as they help us in our ongoing efforts to improve and enhance our services.We regret to learn that certain aspects of your experience did not meet your expectations. Regarding the dining options, we appreciate your feedback, and it will be shared with our Food & Beverage Manager for further review and consideration.Once again, we sincerely appreciate your input and hope to have the opportunity to welcome you back in the future.Kind regards,Lizeth ArratiaHospitality Manager