Reviews of The Reef 28 Hotel & Spa - Luxury Adults Only - All Suites - With Optional All Inclusive 5 stars
1 Avenida Nte & Calle 28 Nte,, 77720 Playa del Carmen, Mexico
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Reviewed: 31 August 2025 · Stayed in July 2025
Verified reviewReviewed: 26 August 2025 · Stayed in August 2025
Verified reviewReviewed: 24 August 2025 · Stayed in August 2025
Verified reviewExcellent food with variety. Friendly staff. Very clean and everything was well maintained. Discounts were given for a free spa session for both of us as well as 1 day of all inclusive meals after seeing the timeshare style presentation. With so many things to go see for day trips, we didn't get all inclusive and were glad we hadn't since we were busy with outings most days we were there. We had a view of Fifth Avenue and the shopping there was with an energetic vibe with lots of people.
The timeshare presentation brought prices down a bit by giving a free event (to see a ceynote), but we still found that the package deals at Travel Shop were expensive compared to deals we saw after with vendors on Fifth Avenue. Despite the cost of $415 for 2 people for 3 events (2 sailing and 1 ceynotes tour) we really enjoyed the outings and the travel shop organizers were very helpful in what to bring.
Dear guest, Thank you for sharing your thoughtful review and for recognizing the efforts of our team. We are delighted to know you enjoyed the cleanliness of our facilities, the variety of our cuisine, and the friendliness of our staff. It is also wonderful to hear that you took advantage of the spa session, dining benefits, and had the opportunity to explore the lively atmosphere of Fifth Avenue during your stay. We regret, however, that the sales presentation and pricing of certain excursions did not fully meet your expectations. Your observations are very valuable, and we will review them with the corresponding departments to continue improving the experiences we offer our guests. It is rewarding to know that, despite this, you enjoyed your outings and found the travel shop team helpful and attentive. We hope to have the pleasure of welcoming you again soon and making your next visit even more memorable. Kind regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for sharing your thoughtful review and for recognizing the efforts of our team. We are delighted to know you enjoyed the cleanliness of our facilities, the variety of our cuisine, and the friendliness of our staff. It… Show more
Reviewed: 19 August 2025 · Stayed in August 2025
Verified reviewRoof top
Breakfast is a bit por compares to other places
Dear guest, Thank you for sharing your feedback about your stay at The Reef 28. We are pleased to know you enjoyed our rooftop and the atmosphere it offers. At the same time, we regret that our breakfast did not fully meet your expectations compared to other places. Please be assured that your comments have been shared with our Food & Beverage team, as they are valuable in helping us improve our offerings. We truly appreciate your input and hope to welcome you again in the near future. Sincerely, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for sharing your feedback about your stay at The Reef 28. We are pleased to know you enjoyed our rooftop and the atmosphere it offers. At the same time, we regret that our breakfast did not fully meet your expectation… Show more
Reviewed: 17 August 2025 · Stayed in August 2025
Verified reviewGood location in the city, the pool was nice
1.We haven't had warm water on the first day 2.no one cleaned our room in the second day 3. The smell of the breakfast enters your room even though we stayed at fourth floor
Dear guest, Thank you for taking the time to share your feedback. We are glad that you enjoyed our central location and the pool. We sincerely apologize for the inconveniences you experienced. Please be assured that your comments have been shared with the relevant departments so we can improve these aspects for future guests. We hope to have the opportunity to welcome you back and provide a much more comfortable and enjoyable stay. Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback. We are glad that you enjoyed our central location and the pool. We sincerely apologize for the inconveniences you experienced. Please be assured that your comments have be… Show more
Reviewed: 13 August 2025 · Stayed in May 2025
Verified reviewGreat location, rooftop pool and bar were ok
The room had a horrible musty smell and triggered my allergies. The decor was very basic! Couldn't use my hairdryer due to low electricity output. No water provided in the rooms in a hot country! Breakfast options were not great in the buffett
Dear guest, Thank you for taking the time to share your feedback with us. We are pleased to know that you enjoyed our location and rooftop pool and bar. At the same time, we sincerely regret that several aspects of your stay did not meet your expectations. Regarding water in the room, we would like to highlight our commitment to reducing the consumption of single-use plastics. To support this initiative, we have installed water stations with drinking fountains throughout the property. These stations allow our guests to refill their own thermos or the water decanter provided in the rooms, promoting sustainability while ensuring access to fresh drinking water Your comments have been shared with the relevant departments for review, as we are committed to improving our facilities and services to provide a more comfortable and enjoyable experience for our guests. We hope to have the opportunity to welcome you back in the future and offer a stay that better meets your expectations. Sincerely, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback with us. We are pleased to know that you enjoyed our location and rooftop pool and bar. At the same time, we sincerely regret that several aspects of your stay did not meet … Show more
Reviewed: 12 August 2025 · Stayed in August 2025
Verified reviewReviewed: 10 August 2025 · Stayed in August 2025
Verified reviewEverything was chill. No complaints at all. Worth every penny and then some.
I liked everything
Dear guest, Thank you for choosing The Reef 28 to spend your recent vacations and for sharing your review. We are delighted to know that you had a great experience and that you enjoyed every aspect of your stay in our property. It will be a pleasure to welcome you back in the future. Kindest regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for choosing The Reef 28 to spend your recent vacations and for sharing your review. We are delighted to know that you had a great experience and that you enjoyed every aspect of your stay in our property. It will b… Show more
Reviewed: 7 August 2025 · Stayed in August 2025
Verified reviewReviewed: 25 July 2025 · Stayed in July 2025
Verified reviewGreat location, close to the beach, clean room and frequent cleaning of rooms
Room service was slow, no amenities provided in the room(bathrobes, hotels slippers, laundry services etc.),no coffee/ tea provided in the rooms(need to ask for it)
Dear guest, Thank you for taking the time to share your feedback. We are pleased to know you enjoyed our convenient location and the cleanliness of your room. We regret, however, that certain aspects of your experience fell short. Your comments are very important to us and will be shared with the relevant departments to improve the overall guest experience. We appreciate your input and hope to have the opportunity to better serve you on a future visit. Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback. We are pleased to know you enjoyed our convenient location and the cleanliness of your room. We regret, however, that certain aspects of your experience fell short. Your com… Show more
Reviewed: 21 July 2025 · Stayed in July 2025
Verified reviewThe room was very spacious and the rooftop was wonderful!
There was a weird smell coming from the air conditioning due to the heat. The ac is also not that strong.
Dear guest, Thank you for sharing your feedback with us. We are glad to know that you enjoyed the spaciousness of your room and found the rooftop area to be a highlight of your stay. However, we regret any discomfort caused by the air conditioning and the odor you encountered. Your comments have been shared with our Maintenance team; we truly appreciate you bringing this to our attention, as it helps us to improve the experience for all our guests. We hope to have the opportunity to welcome you back and provide you with a more seamless stay. Kind regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for sharing your feedback with us. We are glad to know that you enjoyed the spaciousness of your room and found the rooftop area to be a highlight of your stay. However, we regret any discomfort caused by the air con… Show more
Reviewed: 20 July 2025 · Stayed in July 2025
Verified reviewAll inclusive
The smell of the room & the air wasn’t cold enough kept getting really HOT
Dear guest, Thank you for taking the time to share your feedback with us. We are glad you enjoyed the all-inclusive experience during your stay. However, we sincerely apologize for the discomfort caused by the temperature and odor in your room. Your comments have been shared with our management team to ensure a more comfortable environment for our guests. We appreciate your input and hope to have the opportunity to welcome you back for an improved stay. Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback with us. We are glad you enjoyed the all-inclusive experience during your stay. However, we sincerely apologize for the discomfort caused by the temperature and odor in your r… Show more
Reviewed: 17 July 2025 · Stayed in July 2025
Verified reviewReviewed: 13 July 2025 · Stayed in July 2025
Verified reviewPeople
Hotel was too hot. Rooms only lowest temperature was 22C.breakfast room made me sweat in the morning! It never used to be like this. Think trying save money!
Dear guest, Thank you for your feedback. We are pleased to know that our team left a positive impression on you. We regret, however, that the temperature in both your room and the breakfast area caused discomfort during your stay. We appreciate your comments and hope to have the opportunity to provide you with a more comfortable experience in the future. Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for your feedback. We are pleased to know that our team left a positive impression on you. We regret, however, that the temperature in both your room and the breakfast area caused discomfort during your stay. We appre… Show more
Reviewed: 8 July 2025 · Stayed in July 2025
Verified reviewThe room was fantastic, clean and comfortable, the shower was a rainfall shower which is great.
The all inclusive package is not what you expect, There was only one restaurant, with a very very limited choice, unless you pay extra. Beer was served in small plastic cups.
Dear guest, Thank you for taking the time to share your feedback with us. We are pleased to know that you found the room to be fantastic, clean, and comfortable, and that you enjoyed the rainfall shower feature. We regret that the all-inclusive package did not meet your expectations. Your observations regarding the dining variety and beverage service have been shared with our food and beverage management team for further review. We continuously strive to improve our offerings and ensure they align with our guests' expectations. We hope to have the opportunity to welcome you again and provide a more satisfying experience. Sincerely, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback with us. We are pleased to know that you found the room to be fantastic, clean, and comfortable, and that you enjoyed the rainfall shower feature. We regret that the all-inc… Show more
Reviewed: 8 July 2025 · Stayed in July 2025
Verified reviewLarge comfortable rooms, great location, amazing rooftop pool, excellent service from Cristian in reception
Nothing
Dear guest, Thank you very much for your kind review. We are delighted to know that you enjoyed the spacious comfort of our rooms, the convenient location, and especially our rooftop pool. It is wonderful to hear that Cristian at reception made a positive impression with his service. We truly appreciate your kind words and hope to welcome you back again very soon. Kind regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you very much for your kind review. We are delighted to know that you enjoyed the spacious comfort of our rooms, the convenient location, and especially our rooftop pool. It is wonderful to hear that Cristian at receptio… Show more
Reviewed: 6 July 2025 · Stayed in July 2025
Verified reviewBar downstairs
Rooftop pool was dirty
Dear guest, Thank you for taking the time to share your feedback. We are pleased that you enjoyed the bar located on our main floor. However, we regret to learn that the condition of the rooftop pool did not meet your expectations. We appreciate your input and hope to have the opportunity to welcome you again and provide a more pleasant experience. Sincerely, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for taking the time to share your feedback. We are pleased that you enjoyed the bar located on our main floor. However, we regret to learn that the condition of the rooftop pool did not meet your expectations. We appr… Show more
Reviewed: 1 July 2025 · Stayed in June 2025
Verified reviewNoisy
Dear guest, Thank you for sharing your feedback. We are truly sorry to learn that noise impacted your stay. Your comments are important to us and will be taken into consideration as we work to improve the comfort and overall experience for all our guests. We hope to have the opportunity to welcome you again and provide a more restful visit. Sincerely, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for sharing your feedback. We are truly sorry to learn that noise impacted your stay. Your comments are important to us and will be taken into consideration as we work to improve the comfort and overall experience for … Show more
Reviewed: 26 June 2025 · Stayed in June 2025
Verified reviewWe stayed at The Reef 28 for two nights and had such an amazing experience that we ended up extending our stay by one more night! The room was spacious, spotless, and beautifully designed. Initially, the room we got was a bit noisy, but the staff were incredibly helpful and moved us to a quieter room the next day, which was perfect. The spa and facilities were excellent, and the breakfast was absolutely outstanding – probably the best we’ve had in Mexico. The location is ideal – just a short walk to the main shopping street. Every staff member we met was professional, kind, and welcoming. If we ever come back to Playa del Carmen (which we absolutely plan to), this will definitely be our first choice again!
Dear guest, Thank you so much for your thoughtful and detailed review. We are thrilled that your experience at The Reef 28 was so enjoyable that you chose to extend your stay. It is wonderful to know that you appreciated the spacious and well-kept rooms, and that our staff was able to assist promptly in relocating you to a quieter space for your comfort. Your kind words about our team’s professionalism and warmth are deeply appreciated and will be shared with everyone involved. We can’t wait to welcome you back on your next visit to Playa del Carmen. It will be our pleasure to host you again! Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you so much for your thoughtful and detailed review. We are thrilled that your experience at The Reef 28 was so enjoyable that you chose to extend your stay. It is wonderful to know that you appreciated the spacious and we… Show more
Reviewed: 26 June 2025 · Stayed in June 2025
Verified reviewReviewed: 24 June 2025 · Stayed in June 2025
Verified reviewWe stayed at The Reef 28 for two nights and had such an amazing experience that we ended up extending our stay by one more night! The room was spacious, spotless, and beautifully designed. Initially, the room we got was a bit noisy, but the staff were incredibly helpful and moved us to a quieter room the next day, which was perfect. The spa and facilities were excellent, and the breakfast was absolutely outstanding – probably the best we’ve had in Mexico playa de Carmen . The location is ideal – just a short walk to the main shopping street. Every staff member we met was professional, kind, and welcoming. If we ever come back to Playa del Carmen (which we absolutely plan to), this will definitely be our first choice again!
Dear guest, Thank you so much for your thoughtful and detailed review. We are thrilled that your experience at The Reef 28 was so enjoyable that you chose to extend your stay. It is wonderful to know that you appreciated the spacious and well-kept rooms, and that our staff was able to assist promptly in relocating you to a quieter space for your comfort. Your kind words about our team’s professionalism and warmth are deeply appreciated and will be shared with everyone involved. We can’t wait to welcome you back on your next visit to Playa del Carmen. It will be our pleasure to host you again! Warm regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you so much for your thoughtful and detailed review. We are thrilled that your experience at The Reef 28 was so enjoyable that you chose to extend your stay. It is wonderful to know that you appreciated the spacious and we… Show more
Reviewed: 21 June 2025 · Stayed in May 2025
Verified reviewReviewed: 18 June 2025 · Stayed in June 2025
Verified reviewToo expensive for the all inclusive! And we don’t drink so….
Dear guest, Thank you for choosing our hotel to spend your vacations and for sharing your feedback. We regret to know that our all-inclusive package was not up to your expectations, however, we are glad that you appreciated the location. We hope you give us the opportunity to host you again in the future with our only room or only breakfast packages, Kind regards, Lizeth Arratia Hospitality Manager
Dear guest, Thank you for choosing our hotel to spend your vacations and for sharing your feedback. We regret to know that our all-inclusive package was not up to your expectations, however, we are glad that you appreciated the location. … Show more
Reviewed: 18 June 2025 · Stayed in June 2025
Verified reviewReviewed: 14 June 2025 · Stayed in May 2025
Verified review