Cute but not that good
The outdoor space, the service and breakfast.
The outdated room and damp smell in it.
The location is half a block from the beach and half a block from 5th Avenue. Our room was quiet, clean and comfortable. The AC was great. The shower was hot and had good water pressure. The beds were comfortable, and the housekeeping was great. As soon as we arrived Fanny was at the front desk and we saw her every evening. Her friendliness was so genuine and we loved seeing her and we came and went about our day. She even gave us a wedding gift as she knew we were moving to a resort to get married after our checkout at Illusion. We had the breakfast included package, which was a simple continental spread with an amazing fresh fruit bowl each day. We paid a couple extra dollars to order some eggs off the menu, which was great value. Our server each morning was Alberto who was always so friendly and attentive. Carlos, the concierge, was great at booking us some excursions as well as making some recommendations for a few restaurants to check out off the main strip. Would stay here again when returning to Playa del Carmen.
Good location but very average hotel
Good breakfasts available from the hotel restaurant. Price was only $3.00US for anything on the menu.
The room needed routine maintenance. Light bulbs out and not replaced, missing shower door, shower head was broken and not replaced until 3rd day. The view from the roof deck is awful due to construction going on all around. The staff is given little authority to make simple decisions. For example, there was a mix up about our breakfast charge. Instead of being able to correct it immediately the staff had to call the manager at home to get his ok. I can't imagine what would happen if there were a real emergency!
Located in Playa del Carmen (Centro), Illusion Boutique Hotel by Xperience Hotels - Adults Only is a 5-minute walk from Central Square and 7 minutes by foot from Nuestra Senora del Carmen Catholic Church. Featured amenities include express check-out, a 24-hour front desk, and multilingual staff. A roundtrip airport shuttle is provided for a surcharge (available 24 hours).
Based on 644 reviews
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