Hotel Kavia 5th Avenida

10/10

Exceptional

01 Jun 2025

watson

Very nice!

Leisure Partner

6/10

Pleasant

14 Apr 2025

Stephanie

Room was cleaned most days of the 5 day stay.

Breakfast buffet was good - we stayed for 5 days and it was the same food every day.

Had cash stolen and hotel only refunded 50 percent.

Friends_and_family Friends

10/10

Exceptional

29 Mar 2025

Justine Lesley

This place is a little Gem, just tucked up a side street but close to everything.
Pool on rooftop was great, room had everything we needed and beds were comfortable.
A quiet hotel for those who want a relaxing stay.
I would definitely go back.

Leisure Partner

6/10

Pleasant

15 Mar 2025

Manuel Alejandro

Si vienes a descansar no es tu opción ya que en la esquina hay bares que desde muy temprano y hasta muy noche hacen demasiado ruido

Self

4/10

Poor

10 Mar 2025

Kirk

Sheets were never changed. Floor not swept. Toilet did not stop runnimg despite talking to the staff. No hot water for two days. No washcloth. No blanket for the bed. None of the bars were open. The local night club was so damn loud. The lobby bathroom had no toilet seats. Flooring in the lovy was unsafe. Not the Mexican vacation we were hoping for. This was an unfortunate experience.

Leisure Family

10/10

Exceptional

08 Mar 2025

Mike

Recently changed to Kavia. Service was good.

Business_and_leisure Self

8/10

Excellent

13 Feb 2025

Marla Mae

I liked so close to tour meeting places so close to beach 7 11 1 minute walk extra friendly staff

2/10

Poor

25 Jan 2025

Fernando Brogan

Dirty and the roof top closed plus bar closed

Leisure Self

2/10

Poor

17 Jan 2025

Michelle

HORRIBLE, My 14k gold ring was stolen, I had to go to the police station to make the report, another guest from a different room got 5000 pesos taken as well. Management didn’t offer any help. The hotel is no longer name Reina Roja the actual name is Kavia and has different administration, also it’s under renovation and the construction workers are left wondering around the guest hallways and rooms all day with no staff supervision, since is getting renovated throughout the day you are unable to sleep due to the loud noises that they make. This was the worst experience that I ever had. Total nightmare. I had stayed in La Reina Roja before and NEVER had an issue before until now that is called different (KAVIA) very disappointing at EXPEDIA for misleading us with a false advertisement and not be updated of the new changes.

Leisure Friends

6/10

Pleasant

14 Jan 2025

Francisco

The hotel is in construction don have pool and is dirty

4/10

Poor

10 Jan 2025

Julio

A lot of roches. Hotel in construcción they star making noise 8 am. Hotel very low quality. Dirty and desorganize.
I would not stay there again. No pool.

Partner

6/10

Pleasant

07 Jan 2025

rachelle

I’ve stayed at this property a few times they only give you a sheet on the bed as a blanket. The pillows are horrible. The rooftop pool was closed and found two cockroaches.This property is going downhill from the first time I stayed

Leisure Self

2/10

Poor

06 Jan 2025

Joe

No thank you.

This is a motel at best. It should be rated above a 1 star. Needs to be rebuilt from the ground up.

Friends_and_family Friends

10/10

Exceptional

05 Jan 2025

Natasha

Cool atmosphere for adults. Quiet and safe.

4/10

Poor

02 Jan 2025

Verified traveler

Past it's prime

I loved the look of this hotel, architecturally it's quite unique. However it's long past its prime.

The rooms have a sewer small, the bedding was stained, the walls had gouge marks, and the pool was drained and out of commission.

There are some bizarre elements such as a hot tub right next to the registration desk, an old Mercedes coupe in the back of the lobby, and all the plants are dead or dying.

Breakfast is cheap, but terrible.

Someone opened my door at 4am on my first night. I have no idea what that was about and complaining to the front desk resulted in no reaction.

The location is good though, and fairly quiet for Mexico.

Self

2/10

Poor

02 Jan 2025

Eleonora

L’hôtel devrait être fermé car est en rénovation.
Ils font des travaux pendant la journée et pendant la nuit c’est un bruit insupportable de la boîte de nuit voisine

La douche ne fonctionne pas bien et l’internet est trop lent
On a manqué d’électricité et les serviettes de bain sont dans un état lamentable

Partner

8/10

Excellent

27 Dec 2024

Yevhen

Good

Leisure Partner

10/10

Exceptional

27 Dec 2024

Yevhen

Good

2/10

Poor

18 Dec 2024

Jeffrey

After showing them multiple confirmations, they still couldn’t find our reservation and told us no resort fee perks and whole roof bar and pool closed. We left and went to another bad hotel next door for 1 night and then booked a higher price hotel for 2 week stay.

2/10

Poor

05 Dec 2024

david

Don't stay here!

Let's see, There's no windows in the room! The WiFi went down my second night and never came back. Pool was closed. They were Jack hammering with work. I left a very expensive dress shirt when I checked out. Went back the next day a it's gone. Stolen!

Self

8/10

Excellent

01 Aug 2024

Christopher

Todo bien solo si un poco mas de limpieza en las sabanas

Partner

8/10

Excellent

27 Jul 2024

Carlos

You get what you paid for , don’t expect much

8/10

Excellent

16 Feb 2024

Tawana

The staff was not able to call a taxi. That should be a service that concierge cab handle, especially with it being a busy tourist area.

Leisure Partner

6/10

Pleasant

30 Jan 2024

Frank

Well first room toilet doesn’t work second room ac doesn’t wok open bar till 6 pm an no one was there to give me drinks I will prefer book other hotel

Leisure Family

10/10

Exceptional

24 Jan 2024

Shelley

The staff was amazing. Hotel was very clean. Very walkable to restaurants, shopping and the beach.

Leisure Partner

10/10

Exceptional

03 Dec 2023

Diego

Such a nice hotel in Playa Del Carmen. Staff is very friendly. Natalia was great. She helped with everything we needed. Room is unique, sexy and comfortable. Rooftop is such a vibe! Loved the Open Bar on beers. Close to 5th Ave which is close to everything.

6/10

Pleasant

17 Nov 2023

George Dennis

Not a bautique hotel.

Leisure Partner

4/10

Poor

16 Oct 2023

Jacob

The property itself was dilapidated and not maintained at all with floor boards popping out when you walk in upon entry. The lobby bathroom was poorly lit and did not have paper towels in the dispensers. The shower had practically no real pressure so it did not feel like a real shower. The toilet did not have proper pressure either for flushing as you had to hold the button down to flush all the way. The room had a mildew smell to it. I will not be looking to stay there again or refer my friends.

Leisure Self

6/10

Pleasant

07 Oct 2023

Garrett

We stayed at this hotel for 2 weeks. From the get go we had issues with plumbing in our room. We repeatedly told them about this, they’d come, but it was never actually fixed. We were eventually given a bucket to fill up the toilet tank with our bathroom sick. Finally we just had to ask for a new room.

The pool was occasionally closed randomly which was unfortunate and is due for an upgrade.

The policy is that you have to ask daily for a room cleaning at reception, which wasn’t an issue. It was just that a couple of times the cleaning never happened. Going to the beach daily you’re bound to bring in some sand and it would’ve been nice to have our room cleaned every time we had asked for it.

It wasn’t all bad. The staff was kind and the location is amazing. The price was great too.

Business_and_leisure Partner

2/10

Poor

09 Jun 2023

LaSaudra

Don’t do it reconsider

This was my 2nd time staying at this property. Luckily it was only for 1 night this time. The 1st time was decent which is why I decided to book again. This time was horrible! I’ll never book here again. The extra resort fee is ridiculous because there’s no pool, the bar is a joke and the breakfast they serve runs out fast because it’s not much of anything. The rooms aren’t clean. We had a line of ants on the side of our bed and some in our bed. We asked to move rooms. They refused and instead came up to spray our room and bed with BUG SPRAY. As if those weren’t the sheets we had to sleep in. It was just horrible and I would not recommend.

Business

6/10

Pleasant

02 Jun 2023

Thomas

This hotel is in a great area! Number one advantage. We stayed in the junior sweet which was relatively nice- I have no complaints about the room. The hotel itself is very dark to give a more sensual feel. Day 1 we immediately questioned if it was more of a hotel for sensual encounters- I am confident that is the overall purpose of this hotel. We did not partake in that side of it, nor did we have any issues in that realm. But it is very obvious what this hotels theme is.

Leisure Friends

2/10

Poor

26 May 2023

Janice

Dirty hotel

The room was horrible. Dead fly on my bed. My sister room was full of ants. Ants was in the bed. The hallway are very dark and scary. This hotel new a total make over. The vibe is creepy and scary. Very gothic, There was no face towels. I would not recommend this hotel, not even for a dog to stay. It's dirty and horrible

Friends_and_family Family

2/10

Poor

13 May 2023

Felipe

Horrible place but the staff was friendly

6/10

Pleasant

01 May 2023

Adril

Location is the perk of hotel but it is in dire need of renovation. Did not have working lighting in restroom and no water pressure.

Leisure Friends

6/10

Pleasant

13 Mar 2023

Camelia

They charge you an additional $15 a day which includes “free” breakfast and “drinks”. Ok, so breakfast is mediocre and the people there they barely give you something… not much though.. you have to keep asking. You know, you can have a breakfast beautiful and full with everything for $15. I haven’t seen any free drinks, the pool area on the building is not maintained and chairs have mold, so I wouldn’t recommend. I won’t be back. I liked but for this price, you can find better options.

Also it is very close to 5th ave, but the music is so loud and you can’t sleep. Then a lot of noise from drank people yelling right under your balcony. Also, lots of cars that make huge noises….My room was ok, but I know I can get for the same money, something much better.

Besides this, everything is so expensive,, almost 3 times more. They look at us, tourists, like you are a walking ATM.. so I think I won’t be going to Mexico at all.

Leisure Self

2/10

Poor

24 Jan 2023

Brian D

HORRIBLE HOTEL

Do NOT book at this hotel. It is under-staffed, not prepared for customer reservations and extremely unprofessional.

More importantly, unless you plan not to sleep until 2am every night then you will not get any rest at this hotel.

Friends_and_family Friends

2/10

Poor

15 Jul 2022

Gabriel

If you like to be sweaty in your room smelling like wet towels then this is the place for you. Make sure you don’t get set up for a kidnap. Enjoy your vacation

Leisure Self

4/10

Poor

04 Jul 2022

Jonathan

This place is kind of horrible they wanna charge extra for everything including inviting someone over to you room .

Cleaning could be so much better

Leisure Self

4/10

Poor

15 Jun 2022

Oscar

Disappointing!

I had a bad experience, i should have read the reviews before booking here.
The hotel is nothing like the pictures, nothing at all! Nothing like the description either!! Its very deteriorated, the bathroom does not come with bath robes nor hair dryer, there is no mini bar no coffee maker no safe no ceiling fan…… as everyone has complained we also had trouble with the key, which you got to try multiple times to make it work. But worst was the pillow cases smelling definitely not clean, to someone else’s perfume… we had to call and request clean ones which we never received until we went down to front desk to ask for them again. As per the staff they seem friendly but definitely not professionals.

Partner

2/10

Poor

14 May 2022

Ranishka

My stay at La Reina Hotel was horrible. The hotel room was unclean. there was actually open condom in my room and a residue of semen on the curtains. This was disgusting and the bathroom was not clean at all. they didn't bother to clean the bathroom. Worse place i ever stayed.

Self

4/10

Poor

21 Mar 2022

Liyang

Staff were not very helpful during check in. Hotel rooms pretty dirty and very dark at night. Lights are off in lobby at night and room is quite dark.

Leisure Partner

2/10

Poor

21 Mar 2022

Melissa

It was the worse hotel I have ever stayed at …. We checked in and the next day we left and stayed somewhere else it was a total embarrassment…. The shower didn’t work I told the guy I front desk he said no one was available and that they would go the next day …. Nothing is like the pictures the place is totally falling apart …DONT STAY HERE!!! I sleeper there only one day and I got bed bits like 7 of them in my leg it was just terrible 😣

Leisure Partner

10/10

Exceptional

10 Mar 2022

Chris D

great location professional staff

Business_and_leisure Friends

6/10

Pleasant

06 Mar 2022

Aileen

It's okay

Leisure Partner

10/10

Exceptional

01 Mar 2022

Ali

Cool building and cool rooms. Staff was friendly. Rooftop pool area has a great view of the city!

Leisure Self

6/10

Pleasant

08 Feb 2022

Valentin

Underwhelming

It didn't allow to get my gold status upgrade. They also took 3 days to provide me with the free wine on arrival so didn't even drink it since I left the next day. The hotel seemed a bit decayed. I aced the sign to clean room for 2 days straight and no one cleaned it nor changed the towels.

Friends_and_family Friends

8/10

Excellent

06 Feb 2022

Fabrice

Cool solution for a layover

The hotel is perfect for one or 2 nights

Business

6/10

Pleasant

23 Jan 2022

Apolinar

The location of the property is the saving grace of it. The aesthetic of the place is interesting but not enough to repeat the stay.
The times the bars are open isn’t very convenient for the price you pay for the life style resort fee. Lights in the room were broken. The theme room was pretty disappointing. Check in took longer than expected even though we arrived early no early check in or room upgrade were offered. No vip perks, Expedia wasn’t even mentioned at all or recognized by the hotel. Would likely not stay again here. But again the location is great pretty central and next to a taxi stand.

Leisure Partner

10/10

Exceptional

18 Jan 2022

Robert

I have been in this hotel many times and toured it when it first opened but this is my first time staying. La Reina is still nice but room fotos and themes could maybe use an update. Very nice and enjoyable rooftop! I would recommend!

Leisure Self

10/10

Exceptional

16 Jan 2022

Michael S

Just a wholesome, quirky place that suits my personality. Noise outside my window was often loud and if the music pumping from the club was good I would enjoy it. Unfortunately it was not. Aside from that I had a blast and this place is just enough debauchery without being over the top.

Leisure Self

8/10

Excellent

11 Dec 2021

Robin

Great location

Location was amazing, close to all restaurants and max. 10 min by foot away from the beach. Stylish and great hotel

Business

8/10

Excellent

28 Nov 2021

Jose

Close to quinta avenida

Leisure Partner

2/10

Poor

22 Nov 2021

David

This property is run down. The resort fee you pay is ridiculous for the subpar amenities. Also don’t agree to the tour where they use high pressure sales to sign up for some discount program. They also charged be for breakfast even though I didn’t ask for it. At first I thought it was the resort fee only. Be careful upon check in. Will never stay here again.

Leisure Self

8/10

Excellent

10 Sep 2021

Jorge

Sept 2021 Stay

I stayed here before and was nicer, on one side of the building all the wood looks horrible and not taking care of COVID didn’t do that I know that for in fact. What has made us go back if the receptionist this time his name is Josue that took VERY GREAT CARE of us very friendly always very professional and kind.

Partner

6/10

Pleasant

16 Jul 2021

Franklin

Broken toilet

The toilet kept breaking . I stayed 7 nights and 4 days out of 7 I had to ask to be fix. Phones didn’t work …

Self

2/10

Poor

12 Jul 2021

Verified traveler

Mi experiencia en Reina Roja fue una decepción pues el hotel está muy venido a menos. Sus instalaciones están seriamente desgastadas. Con el pretexto de la pandemia no hacen limpieza apropiadamente y tampoco tienen sábanas limpias. Mis sábanas estaban manchadas y sin opción a cambiarlas. La alberca está cerrada por obras (situación que no reflejan en la descripción) y aún así cobran un resort fee que incluye desayuno y una 'barra libre' de cerveza con la que te obligan a hacer consumo de alimentos. En la descripción de Orbitz dice que todos los cuartos tienen un frigo bar y una máquina de café. En mi cuarto, después de solicitarlo, pusieron la máquina de café Nespresso (con dos cápsulas no originales) y nunca tuve disponible un frigo bar.
El staff es amigable y hace lo que puede. Por ese lado no tengo quejas aún así mi experiencia fue tan mala que preferí salirme de ahí dos días antes de que terminara mi estancia a tener que dormir en sábanas previamente usadas por otros huéspedes. Terrible.

Leisure Self

2/10

Poor

06 Jun 2021

Verified traveler

Was told that the breakfast option was optional but up on arrival I was forced to pay an extra 150 dollars for something I never used. Bath towels and bed sheets were stained and when I check out they wanted to charge me for something I did not do. I would not stay here again I got a bunch of bug bites they have some sort of pest problem.

Leisure Partner

2/10

Poor

26 Apr 2021

Verified traveler

outdated

Leisure

8/10

Excellent

22 Mar 2021

Verified traveler

Parking should be free, however there is a fee for parking.

Business_and_leisure Partner

6/10

Pleasant

24 Feb 2021

Jeffrey

Too loud having the room face the street.

Self

10/10

Exceptional

23 Feb 2021

richard

Fun, Sexy Concept Hotel

I love the Hotel. It is fun and sexy. I was a little disappointed that it is starting to get run down a bit. Many of the cool features of the theme room no longer work. I noticed this on the last visit and hoped they would fix things up a bit more. It was ok this time because the rates are mich lower than previous visits but I would be unhappy at there regular prices to have so many items out of service.
The young lady at the front chexk in was very helpful and beyind friendly. The bartender Pedro was a total rockstar! He took great care of us where ever we were in the hotel. For my girlfriend he was tbe best part of the stay. He knew us by name and was always showing up at the right time as if by magic.
I would really love to see managment spend a little investment in freshening the place up and back to its previous level. Mostly small maintence, some paint, secure wood planks that are the flooring throughout.
The location is perfect and the beds very comfortable.
The concept is still great and I will give another try.

Partner

10/10

Exceptional

11 Jan 2021

Verified traveler

The place is not better or worse but is unique and different must stay if you like something different and be open minded

Leisure Partner

8/10

Excellent

10 Jan 2021

Verified traveler

The water in the shower was boiling hot, or freezing cold. There was no in between. The AC was cranked so high felt like Antarctica. Staff was amazing, however the people working the breakfast couldn’t speak a word of English. The food was not good.

Leisure Partner

2/10

Poor

30 Dec 2020

TravelingNomad

This hotel has really gone down the drain. It’s run down and unkept. We experienced low water pressure that was never address after reporting it multiple times. The room pillows where dirty and the general appearance of the hotels seems to never have been retouched. I had stayed here so many times before. Sad to say I will never step in this hotel again. If you once joined this place beware it is not the same.

Leisure Friends

6/10

Pleasant

02 Dec 2020

Miguel

Ubicacion excelente solonunbproblema con la llave del cuarto no funcionaba

Leisure Partner

10/10

Exceptional

20 Oct 2020

Tzetzangari

El hotel es muy bonito, todo está limpio, los empleados fueron muy agradables en todo momento, muy atentos y nos dieron todas las facilidades que necesitamos. Excelente servicio

Friends

8/10

Excellent

01 Sep 2020

Scott

Exceeded expectations. Great value and location. Thank you

Leisure Partner

8/10

Excellent

20 Aug 2020

Verified traveler

Todo muy bien solo nos incómodo el que nos hicieran esperar hasta que revisaran la habitación

Leisure Friends

10/10

Exceptional

09 Mar 2020

Verified traveler

I liked it was a theme hotel, it was really clean and not that noisy

Business_and_leisure Friends

6/10

Pleasant

20 Feb 2020

Verified traveler

Location, location, location. The hotel is clean and rooms are spacious. However, the cheesy, highly suggestive pictures in the rooms I can do without. The rooms are lit poorly and breakfast is awful

Leisure Family

8/10

Excellent

12 Feb 2020

Verified traveler

Roof top was not open for advertise party area. The rest was good.

Leisure Partner

10/10

Exceptional

08 Feb 2020

Lindap

Love the decorations! The Red lights throughout the hotel. Everyone stops by the front to take a picture of the garden and it looks beautiful at night. The architecture is definitely one of a kind. Definitely going back whenever we visit Mexico again.

Leisure Partner

10/10

Exceptional

05 Feb 2020

Verified traveler

Fun place
Great location
Excellent staff
Quiet
Suggest balcony room...otherwise very dark

Leisure Self

2/10

Poor

05 Jan 2020

Meeche

Exhausted

Interesting architectural design but impossible to sleep. Incredible amount of noise coming from surrounding night clubs. I would never stay there again.

Self

10/10

Exceptional

23 Dec 2019

Verified traveler

The best is the pool the wooden rooms and the customer service

Leisure

6/10

Pleasant

23 Dec 2019

Meme

I liked the staff, very courteous. The sheets and towels were clean. The room was very dark and felt dingy, the RED LIGHTS didn’t help, but perhaps they want a sleezy ambiance, as the pictures on the bedroom wall suggest.
The breakfast was very good served with fresh orange juice. If you’re a coffee snob, don’t have the coffee, it’s not great. Have tea instead. Again, our server was helpful and professional. The dining area is inviting, unlike the dark bedrooms.
This building needs to be brightened up.

Leisure Partner

10/10

Exceptional

14 Nov 2019

Ricky

The hotel is great in a very central location. Very clean. Courteous staff. I would stay there again.

Leisure Friends

6/10

Pleasant

05 Nov 2019

Verified traveler

Friendly reception and cleaning staff, great location, neat rooftop area and nice rooms. However, the service at breakfast was terrible, understaffed and took way too long, had to chase the waiter for a menu and to take my order both times I was there.

Leisure Self

10/10

Exceptional

02 Sep 2019

Josh

Very interesting place. Like nothing I've seen before

Friends_and_family Partner

6/10

Pleasant

27 Aug 2019

Patricia Nayeli

Bien pero ha cambiado mucho

La ubicación es maravillosa pero huele feo el baño

Partner

10/10

Exceptional

16 Jul 2019

Ash

This hotel is so fun. Open bar, free breakfast, walking distance to the beach, bars, clubs and restaurants. They made my birthday so special. They decorated the room for me and everything. The rooms are so sexy too. A MUST STAY IN PLAYA DEL CARMEN!!!! Will be back soon!!!!

Leisure Friends

2/10

Poor

04 Jun 2019

Nevergoingback

DO NOT STAY AT THIS HOTEL, IT HAS NO HOT WATER FOR SHOWERS AND THE POOL IS A JOKE AND THE EMPLOYEES TREAT YOU LIKE YOU ARE THE SCUM. My husband and I have stayed at this hotel now for several years and never have we been treated so poorly as we were on this trip. When we arrived we were given a room that was horrible, it had a door adjoining to another room and the balcony had a view of the air conditioning units. I went back to reception and told the person that was there that there was some mistake, when we stayed in March (two months ago) and reserved the same room type we were given a corner room with a balcony that had a view of the street. The person at the reception was extremely unfriendly and unwilling to help us, only when I called Expedia to try to cancel the reservation where we given a room that was a bit better. Even though I did everything possible, Expedia nor the hotel were willing to cancel my reservation so we can go to a better hotel. Even though we were given a different room the experience only got worse. The hotel employees treat the customer like if we are all thieves and low lives. We ordered dinner one night to be billed to the room and even though the reception said it was OK when the food came the waiter wanted the payment. The pool is not a real pool, its a shallow three foot pool. There IS NO HOT WATER in any room. All of our showers were with cold water, you turn on the shower and hot water comes on for one minute and then it goes cold.

Leisure Family

10/10

Exceptional

27 May 2019

Verified traveler

This is an awesome adult hotel! It’s like a dark room theme. My room was not available and they upgrade me to a bigger one and had red lights all over. Also in a drunk night I lost my wallet outside of the hotel, when I came back they had it with all my belongings. This is a really safe place and environment and a very gay friendly one, the roof top has a great view with a 12” deep pool perfect to lay down take sun and a good cocktail. I would go again there.

Leisure Partner

6/10

Pleasant

04 May 2019

Freddy

I reserved a 2-bedroom room for myself and the person I was traveling with. When I checked in I was given a 1-bed and had no choice but to sleep in the same bed as my travel companion. I spoke to the front desk and asked if I reserved a 2 bed room why am I being given a 1 bed, he said the contract with Expedia states the room “type” will be assigned at check in. A bit confused because I had my confirmed reservation as a 2-bed, when I read the fine print, he was correct Expedia does not guarantee the room type (although I was given the option when I booked) and paid more for a 2-bed as opposed to a single. He did offer to switch the room 4-days later and did explain had I booked with the hotel directly I would have been “guarantees” my room type. I didn’t take him up on the offer as the last thing I want to do 4-days into my vacation is to be moving rooms. I will for now on read the fine print when booking with Expedia. Note have booked several times and never had this issue. Overall hotel was great!!

Leisure Friends

8/10

Excellent

03 May 2019

rex

Perfect location ,very nice front desk people very cool design of hotel.

Leisure Partner

10/10

Exceptional

29 Apr 2019

Verified traveler

Nice and good hotel we liked!!! Good service good staff, Thanks for all

8/10

Excellent

18 Mar 2019

Acoolbee

Property never returned any of the 3 attempts at contact prior to our arrival. Room was not available for check in at 15:00 as stated. Bags offered to be held while waiting but getting them back took a little over an hour and 3 calls to the front desk post check in. When we went to get them ourselves they were not there and had to wait.
This hotels location is great. Information on any events occurring in the hotel is on a card at the front desk but you get a different answer from each staff member you ask for the details.
The terrace/pool deck is good. The beds are comfortable but could use updated covers that don’t have burn holes in them. Bar has the basics and prices are high as they would be at any tourist bar.
The noise from music played at the hotel is pretty constant and can be heard in your room. It’s usually off by the evening but if there is a party it will blast till 03:00 (1 night/7).
Rooms are clean, beds are comfortable, A/C works well, shower temperature fluctuates a bit, bring all your own toiletries. You don’t get any replacements after the tiny jar/soap is gone. Fridge doesn’t work WiFi was reliable.

Leisure Partner

10/10

Exceptional

11 Mar 2019

Verified traveler

Great Location, very friendly personnel, clean Comfortable beds. If you don’t like red color this is not hotel for you 😉

Leisure Friends

10/10

Exceptional

04 Feb 2019

Verified traveler

Adulta only! It was my first experience and I really enjoyed it

Business_and_leisure Partner

2/10

Poor

06 Jan 2019

Tim

Smelly rooms and refusal of hotel for BASIC needs

Horrific. room smelt like pee. Our friends room had no hot water. The bartenders didn't know how to make /mix any drink. They definitely water down their spirits. That must be what they do with their water because if you come back to the hotel after midnight, and in desperate need of fresh water (you can't drink from the tap) they will refuse you!! and this is baring in mind that they haven't restocked your room with water since check in!!

They will not even provide you with water if you're dying of thirst. Imagine that in a climate like mexico. DO NOT STAY HERE

Friends

2/10

Poor

14 Dec 2018

Adriana

Unsafe - AVOID. Unfortunately we had a an issue with the room not being secure. We got to our room to find our safe open. I called reception and they came straight away asking me to sign a form to confirm they were not responsible for any losses and claimed we left the safe open. We explained that was very suspicious for us to discover an insecure open door just right in our balcony that lead to the street with easy acces to anyone. My wallet was left there but someone took the cash. I used to be a frequent guest but no more.

8/10

Excellent

17 Sep 2018

Karla C

Different experience

It was ok.
They lost our reservation but we waited and they were able to find it. Once we were taking a nap and someone literally came into the room and apologized and closed the door.
The room is spacious and the hotel provides for a different experience.
Staff in the entrance is very friendly.

Partner

4/10

Poor

16 Sep 2018

Paco

Overbook and 1 hr after. They did accommodate us. But their solutions no good

6/10

Pleasant

10 Sep 2018

Verified traveler

Good good location, but lacks a bit of maintenance in different areas!

6/10

Pleasant

27 Aug 2018

Verified traveler

Nice hotel but did not accomplish the expectations

It was not what I expected. The people very friendly but not able to solve issues related to extra roomates. Also the room is noise . The TV was not working for two days. The room was not as clean as expected. The bed is not comfortable. And mainly I though it will be a different hotel but it has nothing different, just a common red color but besides that is normal. The furniture is nice and different, but no special environment. No special activities or similar. So based on this the price is not worthy

8/10

Excellent

25 Jul 2018

Monica

Fun Place

It was a great stay and very close to everything!

Friends

10/10

Exceptional

03 Jul 2018

marie

Adult hotel

Awesome hotel every room has a different theme also specious and clean. All staff were exceptionally friendly and helpful. The rooftop pool amazing especially at night . Would recommend this hotel to my facebook friends.

8/10

Excellent

27 Jun 2018

Brandon

Sexy fun hotel

I really enjoyed my stay here. It's definitely a party hotel but without over doing it. The staff is awesome and the vibe is great. Free breakfast included and it's pretty good. Would recommend.

2/10

Poor

18 Jun 2018

Janet

Do not stay here (Reina Roja Hotel Playa del Carmen) – this was the worst experience I have ever had and I travel a lot. Stayed in this hotel for 3 days and when we arrived it looked ok, however that did not last long. It was raining the whole 3 days (which I know is not the hotel fault) On the 2 day 6/14/18 we decided to go to visit Tulum and even though it was raining we will go and make a day of it. We left the room around 11:30am and came back around 3:30pm. When I got back to my room I realized that my bagpack was open and on my jewelry bag was missing a gold bracelet. When I addressed this with the front desk they didn’t look surprised (leading me to believe they had dealt with something like this before) they didn’t much of anything other than checking our bags with an “trainee security” guy and told us that they will need 48 to follow the protocol. They gave me a blank sheet of paper and asked me to record everything. I am pretty sure this document got thrown in the trash as soon as we Ieft or just filed without doing anything. On Friday, I requested to talk to them to find out what is going on and they said that they had some pictures that they can’t show them to us and they still investigating. Since the beginning of this incident, no one ever told me I’m sorry that this happened to you or if there is anything we can do to make your stay better for now on. nothing! Its 6/18/18 and I have not hear anything from them. I would not recommend staying here at all.

10/10

Exceptional

06 Jun 2018

Ivan

Great place. Close party and shopping

Friends