Facilities

Non-smoking rooms
Air conditioning
Swimming pool
Room service
Terrace
Family rooms
Lift / Elevator
Luggage storage
Express check-in/check-out
Safety deposit box
See all facilities

Review Highlights

Pros:
Great location near beach and 5th Avenue area
Spacious rooms
Cons:
Lack of hot water
Poor service responsiveness
Issues with cleanliness and room quality

Categories

Cleanliness
6.8
Guests had mixed reviews on cleanliness, with some mentioning issues like stagnant pool water and dirty conditions.
Service
4.8
Service received low ratings due to complaints about lack of hot water, slow response times, and unhelpful staff.
Location
8.5
The hotel's location near the beach and 5th Avenue area was highly praised by guests.
Room Quality
6.3
Rooms were spacious but had issues such as soft beds, leaking sinks, and non-functional safes.
Amenities
6.2
Amenities like coffee pods and hot water were consistently mentioned as lacking or inadequate.
Value for Money
6.2
Guests felt that the hotel did not provide good value for money due to numerous issues and lack of basic services.
Food and Beverage
7.3
Food and beverage services received positive feedback, with guests appreciating the breakfast and restaurant options.
Overall Experience
6.3
Overall, guests had a mixed experience with some positives like location and cleanliness while being let down by various service-related issues.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2025-06-29 07:42

Property Description

Luxurious Amenities
Auténtico Vertical Playa del Carmen offers air-conditioned rooms with modern amenities including a coffee machine, minibar, and flat-screen TV. Guests can also enjoy the outdoor swimming pool, terrace, and shared lounge.

Convenient Services
This 4-star hotel provides a range of services such as concierge assistance, dry cleaning, airport transfers, and 24-hour front desk support. Room service is available for guests' convenience, along with free WiFi throughout the property.

Prime Location
Located in the heart of Playa del Carmen, just 300 meters from the beach, Auténtico Vertical Playa del Carmen is surrounded by popular attractions like Playacar Beach and Church of Guadalupe. Don't miss the chance to experience luxury and comfort in this vibrant destination.

Important information:

A damage deposit of MXN 1500 is required on arrival. This will be collected by credit card. You should be reimbursed on check-out. Your deposit will be refunded in full via credit card, subject to an inspection of the property.

Check-in and check-out hours:

Location

Guest Reviews

9.2
Based on 79 reviews
Cleanliness: 6.8
Service: 4.8
Location: 8.5
Room Quality: 6.3
Amenities: 6.2
Value for Money: 6.2
Food and Beverage: 7.3
Overall Experience: 6.3
C
Carmita • partner
10
Pros:

Awesome property, Cool artwork and staff. What a great stay! ☺️

2025-04-01 • via Nuitee
R
Robert
6
Pros:

We had to change rooms after the first night because the AC was not working even after they attempted to fix it. We did not have hot water at all during the entire stay which was 7 days.

2025-03-12 • via Nuitee
A
Angeles
10
Pros:

El hotel es muy bonito.

2025-03-10 • via Nuitee
V
Victor
10
Pros:

Excelente calidad en la habitación, amplia y confortable

2025-03-06 • via Nuitee
D
Dawndi • partner
6
Pros:

Good location close to Chedraui and Oxxo. Very good bakery across the street.
Pillows were hard and lumpy, had a hard time getting toilet paper and towels. TV did not work as well.

2025-03-03 • via Nuitee
C
Chase
10
Pros:

Clean and exactly as described

2025-02-25 • via Nuitee
J
Julee
10
Comfortable, clean room
Pros:

Comfortable, clean room. Will use again when we are in town.

2025-02-20 • via Nuitee
R
Rodney • partner
6
Pros:

The property itself was very charming. It is an older building with some modern updates. It does have an elevator, which is very convenient for those who have mobility challenges. The biggest issue was the lack of hot water. A repeat guest mentioned that they experienced the same issues a year ago.

2025-02-18 • via Nuitee
M
mjl704 • Couples
4
No hot water
Pros:

My girlfriend and I stayed during the week of Feb 3, 2025. There were numerous problems with this hotel: The safe in my room was non-operational, the coffee pods never got refilled, the sink was leaking and got our towels in the cupboard wet, there was no hot water for the entirety of the stay, and there was no water at all for much of the day on Saturday. The staff didn’t take any responsibility for the water issues and even smirked at another customer who I saw making a similar complaint at the front desk. We also had to proactively ask for more toilet paper. In 35 years of staying at hotels while travelling I’ve never seen a hotel that doesn’t provide an extra roll without the guest having to chase down housekeeping. They also seemed to not have any information about the laundry service advertised in the elevator, and none of the staff seemed to be able to find any info, resulting in me having to go waste my time at a laundromat. Also, the so-called taxi service was the front desk guy telling us to go outside to hail a taxi.
Only positives were the location near the beach and the 5th Avenue area, and the room was cleaned well each day.

2025-02-10 • via Tripadvisor
J
Jose Luis
2
Pros:

Broke my stuff and did not reimburse me anything hot tub and as dirty and with clothes in them

2025-02-03 • via Nuitee
R
Roman
10
Pros:

Excellent service, room

2025-01-31 • via Nuitee
K
Kimberly • family
8
Pros:

Only issue was limited hot water for shower

2025-01-28 • via Nuitee
J
Joshua
10
Pros:

Nice little hotel. Great area

2025-01-14 • via Nuitee
L
Laraya • partner
4
Pros:

Booked a superior suite which states king size. Apparently that is depending on availability which is not stated. We received a queen size not what I booked. Pool does not filter so is murky. Had to wait for towels to be washed. And had to ask for another roll of toilet paper. No hot water for showers. It is an easy walk to 5th ave.

2025-01-03 • via Nuitee
L
larayac2024 • Couples
4
Not as booked.
Pros:

Booked as listed superior room king size bed. We got a queen size bed and told it depends on availability. Not what I booked. Hotel full could not change. There is no hot water! No space for luggage.
The bed is comfortable and clean close to everything but the pool looks murky.

2024-12-31 • via Tripadvisor
R
Ray
10
Pros:

The staff are all very nice. Dennis, Angel, and Michael are very helpful. The hotel is clean and simple. Nothing fancy, but well maintained. The cleaning staff are also excellent. Quiet area away from the noise. I will stay here again on my next trip to Playa.

2024-12-31 • via Nuitee
G
Glenn
4
Looking forward to a hot shower after my trip
Pros:

No hot water plumbing fixtures in poor repair, No water from the hot tap for the sink, When you turn on the shower water comes out the sink and shower head. Turn the shower to hot no water sprays from the shower head.

2024-11-15 • via Nuitee
D
Denise
2
Not satisfied
Pros:

The Bed was on the floor. Im 61 with a recent knee replacement and it was not easy to get into the bed. The shower was cold. I stayed here before and the water was cold then too. The floor are tile in the rooms but my feet were black went i walked from the shower to the room. Not going to stay here again

2024-11-15 • via Nuitee
L
LaKeeda • partner
10
Pros:

Wonderful choice and will stay again

2024-11-15 • via Nuitee
J
Jonathan
10
Pros:

I would recommend this place. Only thing is that they don’t accept credit or debit cards. I paid cash upon arrival.

2024-07-18 • via Nuitee