Auténtico Vertical Playa del Carmen

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.

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.

Excellent hotel. The staff is very friendly. Especially Fernando. Thanks a lot for all the help. The place is super clean, bed very comfortable and sheets, towels and pillows very clean! They were changed every day. Very good location. Close to everything!