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Hotel overview
Located on the white sands of Playa del Carmen beach, 35 minutes south of Cancun International Airport, our resort is close to all of the best attractions and adventures on the Riviera Maya. Enjoy the restaurants, nightlife and shopping in downtown Playa del Carmen. Tee off on championship golf courses. Explore ancient Mayan ruins and eco-theme parks, and enjoy scuba diving and snorkeling in the turquoise Caribbean Sea. Or just relax in our modern architecture surrounded by cenotes and the Yucatan jungle.
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Quintana Roo, MexicoProperty information
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17412 reviews
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Dec 05, 2023Health and Safety need to be a priority
The Fives Beach Hotel & Residences Google review summary 4.5 7,163 reviews 5 ★ 4 ★ 3 ★ 2 ★ 1 ★ Reviews on other travel sites Trip.com 3.9/5 · 101 reviews Reviews Search reviews Karol 1/5 just now on Google Americans and Canadians, go elsewhere. This place is a health hazard. Like some others, I also got sick from the mold. The rooms are very damp and wet. Everything reeks in the room. Definitely, not a place for children. Health needs to be of the utmost priority. This hotel should not be considered 5 starts or hosting guests until this is resolved. Noone should be running around changing rooms. With a 5 star 'luxury' resort, rooms should be ready (health and safety) to be occupied by guests. ‐------- There are some pros: the layout of the main plaza is nice because you feel like you are in a little city centre enjoying your tea, drinks, or watching entertainment. Entertainment is versatile and enjoyable. What I think really saves the property the the environment - many trees, plants monkeys, and coatis. Location is not that far from the airport. The facilities are being maintained in an ok manner. Staff can been seen cleaning - as early as 6am. However, there are signs that repairs need to be made I.e., replace some of the wooden walkway. If the mold is adressed, I would say this is a 4 star not a 5 star restaurant. If you are thinking about staying here, do not pay over $1,000 USD per/person for a week- value is not there. Food wise - it was okay . It was disappointing to not have nice fresh juice fruit. Canned or really pale pineapple is not what is expected. The French restaurant and sushi were fairly underwhelming. You need to carefully watch the food in the main buffet hall - flavors. I saw hair in the meat and since they grill protein while you wait, there were several raw pieces. Staff does their best but improvements need to be made. Most of the restaurants are in good condition, aside from the main buffet (Flavors). Not all food is included I.e., lobster on the beach (even though it is advertised in the events). The coffee and ice cream shop are also extra. Certain foods on the a la carte menus are extra. The drinks are bad. Artificialy flavoured and watered down. The beach is okay but unless you buy an overpriced (3k mex pesos) and dingy Bali bed, you won't really see the water / have a chair up front. But the sand is raked daily, beach chairs are in good condition, and pools are clean. What was surprising was that on Saturday there were two events being hosted and we had restricted access on the beach and then could not eat at the main buffet or bar area or even walk through the plaza area (seemingly the nicest part of the resort). So, if you didn't have dinner reservations or eaten early - you went hungry. Also, noone informed us about the events. If one pays for all inclusive there should be access to the space at all times. Seems like the hotel is confused about what it wants to be - an event venue, a shares property, a regular resort property etc. It is not being managed properly. Overall, won't be back. Health comes first!
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Dec 04, 2023Loved it! ❤️
The Fives is a really lovely hotel, our room was very clean and the housekeepers were friendly and left us pretty flowers on our bed as we were on our honeymoon ❤️ the beach is really nice, stayed for 10 nights and saw a handful of seaweed, the staff clean the hotel and beach area constantly, there is plenty of loungers available so no need to rush and there is no sunbed wars. (no need to pay for a bali bed) The restaurants were nice not super amazing, arezzo and oka were our favs, the bars were good especially Cantina, although they don't have a drinks menu so you have to do some research on what you want beforehand! I would recommend booking as many of your tables in advance or you may end up somewhere you don't fancy. You have your own ambassador in your block who helps you out with whatever you need, ours was Hector who was super friendly and helpful (total legend!) :) Have read some of the reviews on here and really not sure what people are moaning about, this place is really nice and I wouldn't let the trolls ruin your chance to visit this place :)
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Dec 03, 2023
Absolutely Awful Worst Experience Ever
PLEASE AVOID THIS RESORT at all costs! My girlfriends and I had this trip booked for a year. I am an Emerald Prestige Member and booked it through my membership with Karisma. Where to begin….please read this I don’t want you to waste your hard earned money. 1. First I called to do precheck in services and they couldn’t find my reservation? 2. Then a woman named Jennifer Cabrales called me saying she would be assisting me with pre check in services and sent me the list of liquors to select for the room, restaurant list for reservations and information on our transportation from the airport to the resort. I emailed her back with our liquor selection, arrival time at the airport for transportation and the restaurants for reservations for which she told me we needed. 3. We arrived at the airport and our transportation wasn’t even there? We had to walk around searching for the transportation company they had to find my reservation, we were standing in the blaring hot sun with our winter clothes on nervous as hell because they weren’t there waiting for us with my name on a sign like I was told they would be? 4. We get to the resort we were shuttled to our supposed beautiful 2 bedroom penthouse and the elevator was broken and some of us carried our suitcases up 4 flights of stairs? 5. The penthouse was at the very end of the resort in the middle of a jungle and our view was of a run down building and nothing but trees? Our hot tub was dirty with no water and the inside was full of rust? 6. The liquors we chose that were supposed to be in our room weren’t there, there was only one bottle out of the 6 we requested and no champagne? 6. We were told the elevator would be out for some time? I informed the ambassador that was assigned to us Veronica that we couldn’t walk up 4 flights of stairs every time we go somewhere and my friend had a knee operation previously that we needed a new room. 7. We were then told it would take some time to get a new room. Meanwhile the one shower had no hot water and then it poured that night there. We called the desk requesting umbrellas and they never brought them. Our room received so much water it started inundating into the kitchen and bedroom. We called the desk again asking them to come clean up the water and that we had used all of our towels to try to soak it up. They informed us they couldn’t come they were too busy? 8. Our first night we went to our dinner reservation at the Flavours Restaurant that Jennifer made for us 2 weeks prior to be told upon arrival that they don’t take reservations and that they couldn’t fit us anywhere? He sees my frustration then squeezes the 5 of us at a 4 person table and we had to pull chairs up to the corners? 9. The next day we physically went into the office because we still weren’t receiving our new room nor did we get the liquors we requested and asked them the previous day why they weren’t there upon arrival or still there after 2 days? We also still didn’t have a Butler? 10. It’s the 2nd day we were supposed to have reservations at the Gala Dinner which I also informed Jennifer Cabrales of this 2 weeks prior to our arrival. I messaged Veronica our butler/ambassador about the reservation for the Gala Dinner making sure of the time. She responds informing me that they have no reservations made for us for the Gala Dinner? So then we couldn’t do the Gala dinner and had to go somewhere else because she once again never made the reservations for us? I have the emails for proof of our liquor selections and for the restaurants we chose for reservations and pictures of our room that got flooded. 11. We finally got our new room on the 3rd day, there was still no tea bags, wine glasses or robes that we requested and no silverware or kitchen towels? Meanwhile we had blisters from all the walking and from all the stairs we had to do because of how far our room was from everything and doing 4 flights of stairs to get to our room every time with no working elevator. 12. It’s now day 3 and we still had no butler and received no real accommodations for being an Emerald member and for booking our room under Ruby? We had no reservations for restaurants, for Bali beds and we asked for the tea bags, wine glasses and robes for our room and never received them? 13. I was only spoken to by a so called ambassador/butler through WhatsApp and never met them in person nor had any butler service? So I messaged them on day 4 requesting to speak to someone from Prestige because of our poor service and treatment thus far? 14. A woman messages me on WhatsApp saying her name is Karol and she’s from Prestige that she wants to meet with me to discuss my treatment and issues. 15. I meet with her by the pool I tell her everything she then tells me she’ll give us 2 additional Bali beds and 10,000 pesos for our troubles. She then tells me we will have a meeting with her and her manager the next day to discuss our issues at 11:00 at my room. 16. The next day we go down to the beach to get Bali beds just to be told we needed a reservation for them and I said why didn’t my butler/ambassador make a reservation we are alotted 2 under our Ruby membership booking? So we sat there anyways because after the week we were having we figured once the reservation came we’d leave. Well we were there for awhile no one else came for the Bali beds so we gave him a tip he then tells us we can stay? 17. I message Karol from Prestige to meet me at the beach instead of my room she comes and tells me we are going into a building to discuss? I walk with her not having any idea where I’m going she takes me into an office which looks very similar to when my husband and I got enticed into the Prestige Karisma membership? So they take me into an office and this so called “Karol’s”manager comes in and says to me “You are here to upgrade your membership”? I said oh my god are you serious? I said no I am not and so I was manipulated and lied to and taken somewhere I wasn’t aware of? They manipulated and coerced me into that office to upgrade my membership and also came to find out that the 2 days I was talking with “Karol” she lied to me and pretended to be from Prestige and she wasn’t she worked for The Fives and not Prestige! I have never been treated and lied to so horribly before in my life! My husband and I paid for this membership last summer and it was my first time using it and it was a complete joke! 18. Then we go to check out and I inform them at the office that I was promised 10,000 pesos for my inconvenience for the week and I was an Emerald member. They tell me they have no idea what I’m talking about so I message “Karol” tell her to inform them what she promised me. She then ignores me and never acknowledges any of it? Once again I was lied to, so we check out without getting anything that was promised. And also to point out upon arrival they have you squeeze pillows to choose for your room and smell rocks to pick a scent you want in your room. We also never received any of that which was also a complete lie? Everything about this resort is lies, we were lied to and manipulated all week? The food at every restaurant was awful, the only place that was somewhat ok was the Italian restaurant and the breakfast at the French restaurant, this resort is the worst I have ever been to and I’ve been to quite a few, it was by far the worst treatment I’ve ever received and experienced in my life! I have never been so manipulated and lied to so much? Please steer clear of this place and spend your money wisely!
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Dec 02, 2023
PERFECTO 10/10
Wow wow wow. I am a perfectionist and a professor and never give full marks. But this place is truly a 10/10! The resort is spectacular. Private beach. Phenomenal staff. Truly. Arturo our ambassador was a GEM. Perfecto! How lucky they are to have him work at their hotel. Rocio- was a dream. She cleaned our room as if it was her own. She is a beautiful person. Just lovely and made us feel at home. Antonio- he is also a gem. He booked our snorkeling tour. We had a private driver. We felt safe and taken care of and he brought joy to us. Thank you. The weather. Perfecto. The Thai and Italian restaurants- the ceviche on the beach- PERFECTO. Seriously. Go here. Beautiful perfection.
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Nov 29, 2023Overall a mediocre lackluster experience at The Fives
Went with our children and grandchildren ( 3 yrs & younger) for a family friend's destination wedding. We had a wonderful time with family and friends who came in for the wedding. Overall the grounds were nice and well-kept, pools were large and clean, the property is huge and very pleasant. We stayed 5 nights and it took a couple days to figure out how to best navigate the property as there are no maps posted anywhere on the property. If. you did not have the map provided at check-in you were out of luck. We rented a 3 bedroom suite with a full-kitchen; however, the kitchen did not have any cookware, plates, utensils, soap, paper towels, or dishtowels - all kitchen drawers and cabinets were empty. if one of the grandkids spilled something we had to use a bath towel to clean it up.. We asked both our housekeeper and our designated ambassador for a roll of paper towels or dish towels the first 3 days of our stay and always got an "OK" or a response. On the third day our ambassador showed up with an 8"x8" microfiber towel which disappeared the next day. Yes a nice kitchen, but unusable w/o cookware, plates, or utentsils. Restaurants were below average compared to other all-inclusives. We had 9 in our group and had a difficult time booking a reservation for our whole group. We were able to book 1 dinner together at the Thai restaurant. My wife and I booked the French Restaurant, La Brasserie, on our second night and were told we had the last reservation available for that evening. When we arrived at 5:30 PM the restaurant was far from full; 5 of 25 tables were occupied during our entire dining experience - they could have easily accomodated our group but poorly managed their reservation system. I ordered the "Potato encrusted Grouper" for my entree which was not encrusted with anything and was definitely not Grouper. I took 2 bites and did not want any more; the manager was walking by and asked if there was a problem with my entree and I expressed my complaints. I forked the thinly sliced filet to show him it was not as advertised on the menu and he acknowledged it was not grouper. The tacos at the beach were good, the breakfast buffet at Flavours and LaBrasserie were identical - nothing remarkable. Sushi was edible but would not survive as a restaurant outside of this resort. Thai restaurant was the best dining experience on the property. Mexican restaurant was the best alternative for breakfast, but service was S L O W. Overall the service was poor to mediocre across the board. When making requests we heard a lot of "OK"s, but about half the time did not have our requests fulfilled. The one exception to this were the bartenders and the servers on the beach and pool, they seemed to have the best attitude and fulfilled our requests without repeating the request. Nonetheless, my son-in-law did ask one bartender for a drink and the bartender responded with a "no", did not offer an explanation and walked away. Service at the wedding on the beach was the best of the trip; food was also good. As stated earlier despite all of the above we had a wonderful time with family and friends to celebrate the wedding. Will not be going back and would not recommend.