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4.5
#15 of 39 all-inclusives in Playa del Carmen
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
1 Avenida Norte Calle 28 Norte, Playa del Carmen 77720 Mexico
Name/address in local language
The Reef 28
3,266 reviews
Getting there
Great for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Reef 28 is often commended for its cleanliness and central location, which puts guests in close proximity to beaches, shopping, and nightlife. While the spacious rooms and comfortable beds are appreciated, some guests have raised concerns about humidity, moldy smells, and excessive noise, particularly from the music at the hotel's vibrant party scene.
Although the hotel's amenities, including the rooftop pool and various dining options, are a hit, issues such as limited hot tub heat and noise disruptions have been noted. Service quality receives mixed reviews, with many finding the staff friendly but some pointing out inconsistencies.
Location
Central
Atmosphere
Rowdy
Rooms
Uncomfortable
Value
Expensive
Cleanliness
Meticulous
Noise level
Noisy
Service
Inconsistent
Amenities
Satisfactory
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I almost don't want to write this so we can keep this Playa del Carmen secret to ourselves, but this place deserves to be recognized for the gem it is. Our trip was amazing from start to finish; out of the 10+ all inclusives I've done this one was by far and away the best. The resort is brand new and it shows - the rooms and property overall are kept immaculate which allows you to really enjoy your vacation. The food is INCREDIBLE for an all inclusive, particularly at the Mexican restaurant where we dined 6/7 nights for dinner. We got through almost the whole menu and there's very little we didn't enjoy. All meals except for breakfast are a la carte which I think really lends to the food quality. The pool area is not large but the beach is nearby and you have access to the Reef sister resorts - one walking distance and one a short shuttle ride away (or a nice long walk as we opted for). The beauty of this place is it's also in the heart of Playa del Carmen so you can spend your evenings roaming 5th avenue. We particularly loved beachside shisha at Fusion.
Now for the staff - everyone made our stay fantastic but want to give some special shoutouts. Oscar who was always a smiling face at the front desk, Jesus our amazing waiter for most of the trip, Soraya who took care of us by the pool, Paulina the omlette queen, Alexis and Alejandro some other great waiters, and Orlando our bartender guru.
Thanks so much for a perfect vacation from start to finish!
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Date of stay: December 2019
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Road18409230168, Brand Executive at The Reef 28
Responded 14 Jan 2020
Dear 354daa16, We sincerely appreciate the time invested to share your detailed, personal impression of your recent visit at our resort, it was all our pleasure to host you. We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food. Our executive chef will be glad to hear about your positive feedback. It is a pleasure to know that you enjoyed the all inclusive access that we provide to all our guests to come visit our beach front sister properties The Reef Playacar and The Reef Coco Beach. Indeed, our wonderful position in the heart of Playa del Carmen allows us to provide unique and recreational vacations as we are located one block from the famous 5th Avenue and one block away from the famous beach clubs Mamitas and Kool beach. We are very proud of our staff who works hard to ensure that our guests are feeling comfortable and have everything they may need for a memorable stay. When their efforts are acknowledged it makes all their work worthwhile and so we will be delighted to share your kind comments with them, especially with Oscar, Soraya, Paulina, Alexis, Alejandro and Orlando. It would be amazing to welcome you back at The Reef 28. Please email us to socialmedia@thereefresorts.com and we will assist you with special repeat client rates. Kind regards, Micaela Castilla Brand Executive socialmedia@thereefresorts.com
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Do NOT go on the ‘free’ sales lunch they will offer you at their sister hotel, Reef Beach Club. The most horrendous experience - firstly one man sitting with you at lunch asking you about everything in your life, then a crazy sales pitch about some dodgy hotel timeshare and finally being shouted out by a man because of course we didn’t want to buy. Do not be fooled - this is not a free lunch, 2.5 hours of your life wasted, and very unpleasant people.
The Reef 28 hotel is superb looking. It is new, clean and of a very high quality. The spa is small but perfectly formed and the staff there are first class. It felt like a very luxurious place to stay. Sadly the area surrounding is very touristic and noisy, even during the day. Wouldn’t visit Playa del Carmen again for this reason. The roof top pool/bar of the hotel play loud music all through the day till around 11/12pm, as do the other bars/ restaurants nearby. The roof top also had a foam party but didn’t think to inform us guests, we only found out when the bubbles got blown down onto our balcony and put paid to our relaxing afternoon of sunbathing. The food at breakfast is very good, with a generous buffet, and some freshly cooked options. Highly recommend the omelettes, the lady who made them for us was fantastic. Wish this hotel was in another location because I won’t be returning to Playa del Carmen again, way too crowded and felt harassed by the vendors on the street. People there are just out to fleece you as much as possible - not an authentic taste of Mexico sadly.
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Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Road18409230168, Brand Executive at The Reef 28
Responded 14 Jan 2020
Dear LHhonestreviews, We would like to thank you for taking the time to write your comments regarding your stay at our resort.   We are sorry to know that there have been some inconveniences regarding the Leading Vacation Club and we would like to apologize for this. It is important to know that the Leading Vacation Club has useful information about our hotel and you can listen to it on a sales talk that you will have the chance of attending. The Leading Vacation Club is supposed to use a soft approach and should not insist with the sale. If this happens please email us to nospina@thereefresorts.com and there you will be assisted. It is a pleasure to know that you have enjoyed the spa, hotel facilities and the service offered. We are sorry to hear about the situation you experienced regarding the noise. The noise might come from a bar which is nearby. Please rest assured that we are taking proper actions in order to reduce the noises, as the well-being of our guests has absolute priority. We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food. Our executive chef will be glad to hear about your positive feedback. Please accept our apologies once again for any inconvenience caused and be assured that we have taken on board your service comments and preferences and have reviewed each point with our team, looking to find any experience improvements wherever possible. Kind regards, Micaela Castilla Brand Executive socialmedia@thereefresorts.com
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This Hotel was great. A fairly new hotel with impeccable cleanliness and great service. This was a great stay for us 4 friends. Everyone spoke decent English which helped us with our limited Spanish speaking ability.
The location of this hotel is unparalleled. It is 1 block from the main entertainment and shopping of 5th Avenue including a plethora of great restaurants, bars and live music. Just be cautious of a lot of street peddlers but they are nice about it if you tell them NO. It is also 3 blocks from the public beach, which is nice and was not crowded when we were there. There were stores by the beach to buy drinks and snacks.
Upon arrival, the check in service was quick and efficient. I usually like to stay on high floors. A very friendly bell boy followed us to our room. The room was Covid sanitized and sealed where we had to break the seal and enter a fresh room (This is a great thing). My room was a nice suite with a balcony towards the front. The room had generous closet and drawer space (including a safe for your valuables), comfortable beds and regular amenities. The only thing about the bed is that they could use better pillows for people who are sensitive to their pillow firmness.
The free breakfast buffet had great selections with Panini and egg Omelet stations. The breakfast staff were very friendly. I was a little confused by signing a check for breakfast the first time but it was a "control check" for the restaurant and I was not charged anything at checkout.
The rooms were cleaned daily (unless you put up the "X shhh" on the door). I recommend getting the room towards the front side if the hotel. The back side of the hotel is in close proximity to the live music and may interrupt your sleep if you are a early or light sleeper.
Overall service was great. I will stay at this hotel again when I go back.
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Review collected in partnership with this hotel
Date of stay: February 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Lizeth Arratia, Otro at The Reef 28
Responded 23 Feb 2021
Dear guest, Thank you for choosing The Reef 28 as your vacation destination and for sharing such a nice and detailed feedback. We are delighted to know you had an amazing time enjoying of facilities, the cleanliness, the location, the breakfast and the friendliness of our staff. Thank you for recommending us and we look forward to welcoming you back soon. Kind regards, Lizeth Arratia Hospitality Manager
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Stayed at the Reef 28 for 7 nights without the all-inclusive option and for every upside there was a downside/
Room: Large and comfortable, but was super load at times as I was on the 4th floor and faced a busy bar. Mini-fridge was never refilled (maybe it is just for A.I. guests) Did not have hot water in the shower for most days.
Service: Friendly, helpful, and seemed to be everywhere but the push for timeshare presentation on arrival after traveling all day is a bit too much. We also came to find a housekeeper cleaning our room at 6pm after it was already cleaned once in the day, so not sure what that was all about.
Food: The free breakfast was fantastic, ate there most days during the trip. We did the optional A.I. for one day at a rate of $50 per person, felt it was not worth the extra expense even with access to two sister property beach clubs.
Location: Between the beach and 5th Ave with two beach clubs one block away and great Jamaican chicken restaurant next door. Two blocks from 38 Calle, my favorite street.
Rooftop: Seemed nice with fantastic view, never really spent to much time as it was unseasonably cool and windy during my visit.
I did feel safe in the hotel, walking around the area, and really loved the hydrotherapy spa ($25 usd is well worth it!) . However, if I find myself back in Playa would probably find myself at another property.
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Date of stay: February 2020
Rooms
Location
Service
Room Tip:Â Avoid 4th floor room, as it might be loud
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from BrandExecutive, Brand Executive at The Reef 28
Responded 18 Mar 2020
Dear DakotaFlyer2, Thank you for sharing your experiences about your stay at our hotel. We are concerned to read that you experienced some inconveniences and that we were not able to meet your expectations. We are sorry to hear about the situation you experienced regarding the noise and we would like to apologize for this. Please rest assured that we are taking proper actions in order to reduce the noises. Please note that a room change can always be requested with our front desk as the well-being of our guests has absolute priority. We are sorry to know that there have been some inconveniences regarding the Leading Vacation Club and we would like to apologize for this. It is important to know that the Leading Vacation Club has useful information about our hotel and you can listen to it on a sales talk that you will have the chance of attending. The Leading Vacation Club is supposed to use a soft approach and should not insist with the sale. We will follow up internally. Indeed, our wonderful position in the heart of Playa del Carmen allows us to provide unique and recreational vacations as we are located one block from the famous 5th Avenue and one block away from the famous beach clubs Mamitas and Kool beach. Please accept our apologies once again for any inconvenience caused and be assured that we have taken on board your service comments and preferences and have reviewed each point with our team, looking to find any experience improvements wherever possible. Kind regards, Micaela C. Brand Executive socialmedia@thereefresorts.com
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We were really excited to stay here and ignored some of the mixed reviews. Should have listened to them better. This place has so much potential to be great, but is so poorly managed. When we checked in after a long day of flying we were forced to listen to this BS time share sales pitch for 45 mins. The room service turn over was terrible, we found blood on our fresh sheets, couldn’t even get a refill on toilet paper and had to ask every night for them to refill our bottled water which is complimentary. When we told them they were just like...oh, sorry. The rooftop closes at 11pm, we aren’t even allowed to just hang out up there past that time and when we asked to grab a few items from the breakfast that’s included because we had to run to a toward they said no food was allowed to leave the property?!
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Review collected in partnership with this hotel
Date of stay: March 2021
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Lizeth Arratia, Otro at The Reef 28
Responded 13 Mar 2021
Dear guest, Thank you for choosing The Reef 28 to spend your recent vacations and for sharing your review. We regret to learn that in this occasion you left disappointed due to the details you mention in your review; we appreciate your observations as they are really helpful for us to identify improvement areas, rest assured that they will be shared with the Management. We hope that we remain an option for your next vacation and that we have the opportunity to restore your faith in our hotel in the near future. Kind regards, Lizeth Arratia Hospitality Manager
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I met my boyfriend for a week at Reef28 this August, and we had a phenomenal stay.
In regard to Covid, we felt that every staff member took it very seriously. Everyone wore masks, the common areas were sparkling clean, they wiped down the table every time we sat down, they took our temperatures every time we entered a dining area.
We want to say a special thank you to the employees who made our stay enjoyable. Enrique and Julio as well as the whole staff at the Cochita restaurant were kind, personable, and professional. We looked forward to seeing them at dinner each night. At breakfast Andres and Raquel always provides wonderful service. Eduardo made wonderful drinks at the lobby bar. Mario at the rooftop bar also provided wonderful service and taught us a lot about the area. A large part of our exceptional experience was due to the staff.
The food at the bar and restaurant were also great - it offered a large enough selection so that we did not feel bored. (My boyfriend did spend 2 weeks here and was getting a little redundant).
We spent a lot of our days at the Reef Playacar which is right on the beach - enjoying scuba diving, kayaking, swimming, water sports, etc. The bigger pools and beach are at this location.
Our only complaint was that you can hear the rooftop bar music 11A-11P every day.
Thanks so much for a great stay! Dennis&Emily
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Date of stay: August 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Micaela C, Propietario at The Reef 28
Responded 18 Aug 2020
Dear emilia040700, We would like to thank you for your comments; it is truly a pleasure to learn about the fantastic stay you had and we appreciate the time you took to share your experiences. Please rest assured that your feedback has been displayed in the hotel for all our staff to see, especially for Enrique, Julio, Andres, Raquel, Eduardo and Mario. They will be truly motivated by your kind words, as they continuously endeavor to go beyond our guest’s expectations of service. We are delighted to hear that you were able to take the opportunity to enjoy the variety of our food. Our executive chef will be glad to hear about your positive feedback. It would be amazing to welcome you back at The Reef 28. Please email us to socialmedia@thereefresorts.com and we will assist you with special repeat client rates. Kind regards, Micaela C. Brand Executive socialmedia@thereefresorts.com
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Started out fine and went downhill fast. Upon arrival, we were greeted and given cold water, but instead of taking us directly to our room, they sent us around with a heavily cologne gentleman who was preaching the gospel of "reef coin." It was really awkward and we were so tired of traveling that we just wanted to go to our room, shower and change clothes. Upon getting to our room, they have given us two double bed, so we went to the front to ask for a king. This was intended to be a romantic babymoon. We get a king room only to find bed bugs in the furniture. We went to the front to speak to a manager but there wasn't one. We told the front desk person that we were going to go eat and come back to give them time to figure out a resolution (i.e. change rooms again, etc). He said they would send up housekeeping. ok? We got back to the room and housekeeping had simply put pillows back on the bed bug riddled sofa. Yikes. Service on the roof was awful. There were two men doing everything and the music was like a nightclub. It took well over half an hour to get some nachos and a burger and the burger was very nearly raw on the inside. We went back down to the front desk where there was no resolution waiting on us so we kindly asked to leave. We asked for our money back but were advised that we needed to contact our travel agency. We documented everything and we did get our money back, but it was such a disappointment that we will never visit another reef property. We were really looking forward to this but the bed bugs were over the top for us. If this is how their boutique upscale resort is managed, I cannot imagine how the regular beach side resorts are run.
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Date of stay: September 2021
Value
Cleanliness
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Room Tip:Â Go somewhere else.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Lizeth Arratia, Otro at The Reef 28
Responded 18 Jan 2022
Dear guest, Thank you for choosing The Reef 28 as your vacation destination and for sharing your opinion. It is a pity to learn from your review that your stay was not as you expected and that you left with such a negative impression of the cleanliness of our rooms. We would like to take the opportunity to clarify that according to our records we had not have any incident about bed bugs. Furthermore, we deeply regret that the food and service at the rooftop were not of your liking, your observations will be addressed to keep improving our services. Once again, thank you for your feedback and we hope you give us the opportunity to restore your faith in the future. Kind regards, Lizeth Arratia Hospitality Manager
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We got a really good price for being there a week before Christmas. Not sure if that was due to covid or not. There was a really strong floral odor in the lobby that prevented lingering at lobby bar or anywhere else for that matter. They are real sticklers about wearing masks, anywhere on the premises and checking temps before entering restaurant. We opted for the breakfast only meal option and they were wonderful with a large assortment of food variations each day and a made to order omelet bar. Osvaldo, bellmen, desk staff and other staff were very helpful with questions and concerns. The rooms were very clean and designed beautifully for the location. Also a balcony to sit out on. The bathroom had a spa like feel with glass walk in shower and bamboo accents. Only two blocks from the beach, and one block from the main shopping and restaurant district, this was a great location for tourists. They also offer a rooftop pool, bar and hot tubs with an amazing view.
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Date of stay: December 2021
Rooms
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I was so impressed with the hospitality of the staff and the esthetics of the high energy property as soon as I arrived . The drinks and food were delicious every day and staff took great care for COVID precautions. I loved the boutique feel and that the staff knew me and anticipated all my needs. The only downfall was my room was positioned in a very noisy location by the stairs with an incredibly loud bar outside and one floor below the pool where the DJ, loud bangs/movements and other guests unfortunately kept me up or woke me up throughout the trip even with ear plugs. I will be requesting a much more secluded location next time. The spa is a must when staying at the Reef where you feel relaxation as soon as you walk in. I appreciated having a staff member assigned to helping you make your way around the spa and assists with drinks, towels or any questions. I’m very excited to a new member of their network and look forward to to visiting again!
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Date of stay: October 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Micaela C, Propietario at The Reef 28
Responded 22 Oct 2020
Dear 130margaretg, We would like to take this opportunity to thank you for your kind review and for giving us the opportunity to welcoming you the past days. We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. We are sorry to hear about the situation you experienced regarding the noise and we would like to apologize for this. Please rest assured that we are taking proper actions in order to reduce the noises. Please note that a room change can always be requested with our front desk as the well-being of our guests has absolute priority. It would be amazing to welcome you back at The Reef 28. Please email us to socialmedia@thereefresorts.com and we will assist you with special repeat client rates. Kind regards, Micaela C. Brand Executive socialmedia@thereefresorts.com
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I stayed at The Reef 28 for 8 nights, all-inclusive. I booked directly on their website and my reservation came with a few perks: a snorkeling tour, Chichen Itza tour, romantic dinner for 2, complimentary hydrotherapy treatment at the spa and full access to pools/beaches at their sister resorts.
Upon my arrival to The Reef 28, Israel at the front desk gave me a warm welcome, helped me with my bags and gave me a quick rundown of their amenities as he showed me to my room. The room itself was clean, spacious and had a balcony. The TV had local channels as well as some premium options (HBO). There was a Netflix app on the TV but it wasn't working for me. The overall WiFi connection was great. The room's phone didn't really work but I didn't use it.
I was looking forward to the Chichen Itza despite the summer heat but apparently it was closed due to Covid (which was strange because street vendors were telling me that tours were available?). For the snorkeling tour, they gave me a voucher to redeem but I wasn't really interested anyway so I didn't book anything. I didn't take them up on the "romantic dinner for 2" as I was traveling solo.
I had a massage and hydrotherapy treatment at the Okom Spa. Azucena was my massage therapist and Veronica was the spa attendant who guided me through the hydrotherapy treatment. Both ladies were very friendly and courteous, and I enjoyed my services with them. I would rate my overall spa experience as an 8 out of 10.
I was a little disappointed with the limited dining options. Breakfast was good but not much variety. For lunch/dinner, they had 1 Mexican restaurant available. Service was good but I quickly grew tired of their menu. According to the hotel website, they have an Asian restaurant onsite but it wasn't open during my stay (bummer!). Room service was not available either, which I thought was weird.
The rooftop pool was my favorite hangout although I wasn't the biggest fan of the blaring house music from 1pm-11pm. Soraya was always my server and she was amazingly helpful and tentative. I'd say she was my favorite staff member of the entire stay. Thank you, Soraya!
Free shuttle transfers to their sister resorts were available in the morning and evenings. I visited the Reef Playacar for the beach access and I really enjoyed it. All food and alcohol was included so I didn't have to pay anything extra.
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Date of stay: September 2020
Value
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Micaela C, Propietario at The Reef 28
Responded 28 Sept 2020
Dear winniethechiu, It is a pleasure to read such a wonderful review. We are proud to hear that you keep a beautiful memory of your recent vacation at our hotel, you can rest assured we will share your kind words with our entire team and management. We are glad to read that you were provided with our courteous, outstanding service. Our staff is highly committed to excellence and they sincerely will appreciate the time you have taken to recognize their efforts. They keep working relentlessly to maintain our high standards in quality and service and to provide unique experiences. It is fantastic to know that you have enjoyed your time at Okom Spa as it is one of our favorite spots of the hotel too. It is a pleasure to know that you enjoyed the all inclusive access that we provide to all our guests to come visit our beach front sister properties The Reef Playacar and The Reef Coco Beach. Thank you again for your remarks and it is our hope you will give us the opportunity to serve you better in the future. Kind regards, Micaela C. Brand Executive socialmedia@thereefresorts.com
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Hello Amira! We offer two stay plans at The Reef 28: Room Only and All Inclusive. If you want to book through a third party, we suggest checking the information directly with the agency to make sure it is with the desired plan.
Hope to see you here soon!
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
₹13,020 - ₹23,165 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
120
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
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