The Reef 28 - Adults Only - All Suites - Optional Gourmet All Inclusive

Beautiful

This was a timeshare deal that was not made clear at the time of booking. After arrival, they tried to push attending a timeshare presentation and when the answer was "no" got more and more agreesive

Clean and helpful

Loud music in the pool area. Could not carry on a conversation.

Location was close to 5th Avenue and perfect

The hotel denied us all-inclusive meal plan and placed us under their European plan and demanded $100 more per day. Our booking only reflected all-inclusive menu plan.!

The price was the best option for the cleanliness of the hotel.

Unable to have a proper nights sleep. The music played loud in the rooftop bar well past 2:00am. The walls are thin and you can hear everything outside and inside the hotel lobby. Also, the A/C system turned on and off every 3 minutes making a loud noise

New, clean, friendly service

Nothing - it was great!

Proximity to 5th Ave.

Waiting for food and drinks was way to long ,

Horrible customer service. Will never stay at this hotel again. I love playa del Carmen. They staff won't let you do anything even if you have all inclusive

everything was great

The staff were very nice, helped with anything we needed.

The room was clean but the smell of the cleaning materials was so strong we avoided asking for cleaning during the rest of our stay. There were not enough beds next to the pool and the double beds required extra pay.

Location, and staff

No towels were left twice and body soap was empty and A/C was always too high

The Reef 28 is a great hotel with beautiful amenities.

However we booked our stay at The Reef 28 with a full all-inclusive package. The photos advertised all-inclusive access to the sister hotels The Reef Coco Beach and The Reef Playacar, including transportation. Only at the hotel did we learn there is an extra fee per person and need to upgrade to the Elite-package. This was never disclosed on the Booking.com listing and is misleading.Booking.com offered no solution and kept shifting the responsibility. They have since updated the photos, which confirms the issue, but still provided no resolution for our case. It feels like a clear mistake on Booking.com’s side, yet they refuse to acknowledge it. Very disappointed.

Clean, great vibes and the rooftop was amazing. Food and drink were great too. Shout out to Anel and Fran (Fransisco) for the amazing service on the rooftop!

Nothing to complain about.

The room is nice and spacious. The rooftop pool and bar is also nice. Location is great too, in the middle of Playa Del Carmen.

The food and cocktails are not great. On a good day, it’s okay at best. The staff at the reception seemed incompetent at times when asked simple things or requests.

I truly admired the customer service at The Reef 28! From the moment I arrived, every staff member I encountered was friendly, polite, and extremely helpful. They went above and beyond to make sure I felt welcome and taken care of, which made my stay even more enjoyable. Their warm hospitality and professionalism really stood out and made a lasting impression. Also they acknowledged my birthday, loved that.

What I didn’t like was that I had some issues with the room. At first, I was given the wrong room (though that was quickly corrected). In the second room, the toilet didn’t always work properly — it would keep running and sometimes wouldn’t flush. A few times, the hot water also wasn’t consistent. While these things were inconvenient, I do appreciate that the staff always did their best to help resolve any problems.

Room size good

Musty smelll in room from poor air conditioning circulation.

Great 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)

The 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.

All inclusive

The smell of the room & the air wasn’t cold enough kept getting really HOT

People

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!