Playa Encantada

I called the hotel on 10/06/25 to make a one-night reservation for 11/24/25. I just needed a room to rest for a few hours before getting on the bus to the airport at 3am. (The bus station is just a few steps away from the hotel). The guy at the hotel (named Johnny) told me to make the reservation through the Hoteles Kavia webpage, which I did. I received a confirmation by email and the reservation was supposed to be paid at my arrival. For my surprise, when I got there on Nov. 24th at 10:00pm I was told that there was no reservation under my name and couldn't get a room because the hotel was full. The guy at the reception was doubting me and questioning what number I called and who I talked to before making my reservation. This guy happened to be Johnny, the same person I talked to on Oct. 6th. After a long wait, he offered me to stay at a cheaper place (further away from the bus station) and told me that the hotel would pay for the taxi to get there. I refused because the point of being there was to get safely to the bus station across the street, without having to take a taxi around 3am. We stayed at the hotel lobby until 3am. It was hot because there was no air conditioner at the lobby. Johnny eventually left and the other employee that came didn't even spoke to us. The whole experience at Playa Encantada was really dissapointing. I wouldn't recommend this place to anyone. My reservation dissapeared, the customer service was worst than mediocre and the lobby temperature was hot. I can't comment about the rooms because I never got to see one. There are plenty of great places to stay in Playa del Carmen. Playa Encantada is just NOT one of them!

Excellent, a few blocks from 5th Avenue, just what you want if you want to be away from the noise of 5th, pretty clean and super located right next to town

Below average hotel. There was only one window at the end of the room but it faced some sort of dumpster. It smelled moldy and I believe that contributed to my partner and I feeling sick. The hotel is right next to a busy bus station so it’s extremely noisy. It’s difficult to get rest even if you sleep with earplugs. They don’t even give you water. It’s VERY overpriced for what it is. And I regret my stay in this dingy place. As you can see in my photos… it’s not good at all. There was brown splatter on the wall in front of the toilet so you make your own conclusions.