The Fives Downtown Hotel & Residences

We loved our 2 week stay at the Fives and would return again for sure! The rooms were large and clean and had everything you need for a comfortable stay. All the staff at the hotel were polite and friendly and the guys on the rooftop are an absolute credit to the place. You need to be up there as soon as it opens to get a lounger as they get snapped up quick. Definitely do the Domingo (sunday) bottomless brunch, the food is amazing and drinks all day. We really enjoyed the breakfast-you can request bacon its worth noting. The addition of the turtles in the courtyard is very cute and I enjoyed watching them potter around. On that note, its almost impossible to dry anything in a room facing the courtyard so take note if you're someone who washes clothes on holiday. The hotel is ideally located near to the very busy 5th Ave (we preferred to use 10th Ave to get about). The beach is a short walk as is the ferry port and there's hundreds of bars and restaurants around the area to choose from. Thanks to all staff for a fabulous stay! :) Read less

Review: We’ve stayed at The Fives Downtown at least twice a year for the past five years. You’d think that level of loyalty might earn a bit of recognition, a familiar smile at check-in, or a note in the system that says, “Welcome back.” But every visit feels like the first—in the wrong way. The hotel has no memory of us. No record, no relationship, no awareness. It’s like shouting into the void with your wallet open. And that’s a shame, because this place could be special. The rooftop is still visually stunning, the location ideal. But the disconnect between intention and execution has grown harder to ignore. Arrival & First Impressions (3.3/5): Check-in was polite but impersonal. As returning guests, we were met with the same transactional script we’ve heard every time. No “welcome back,” no “nice to see you again.” Just a room key and a sales pitch for a timeshare. The lobby is forgettable: dim lighting, stale scent, nothing to stir anticipation. Room Quality & Detail: The bed was comfortable this time—a noticeable improvement from a past visit where it sagged into a soft crater. But once again, practical issues ruined the vibe. Outlets were few and oddly placed. Lighting design was more about mood than function. There’s no good space to work, and storage felt like a design afterthought. It’s a room that photographs well but lives poorly. Bathroom & Cleanliness (3/5): Functional, not flawless. The kind of bathroom that looks clean until you catch the light on a smudged mirror or glance up at the dusty vents. Maintenance seems to be done on a surface level—just enough to get by. Health & Clean Air (3.7/5): Thankfully, the air was clean and fragrance-free. No overwhelming artificial scents or lingering humidity issues—just neutral, breathable space. A small but important win. Food & Beverage (2.5/5): This rooftop should be a highlight, but it’s undercut by inconsistency. Drinks varied wildly in quality. Some food came out cold. Service felt scattered. One night the bartender was brilliant, the next they didn’t know how to make a basic margarita. There’s no rhythm to it. Beach Conditions: The hotel isn’t beachfront, but the beach is just blocks away—and it’s hard to ignore. The once-beautiful shoreline is now choked with seagrass. It piles up in soggy, rotting mounds, making the water appear murky and uninviting. Walking the beach no longer feels like a reprieve. It feels like the ocean is sick and in need of a good doctor. This isn’t something the hotel controls—but it deeply affects the experience of staying in this part of Playa del Carmen. Departure (1/5): We left the way we arrived: unnoticed. Checkout was chaotic and indifferent. No offer to help with bags. No request for feedback. No goodbye. Just a printout, a plastic smile, and the subtle suggestion that it’s time to leave. ⸻ Final Thoughts: The Fives Downtown has every opportunity to become a beloved favorite. And for five years, we’ve kept hoping it might get there. But the truth is, the hotel has no relationship with its guests—no memory, no nuance, no follow-through. We keep showing up. But they never seem to notice. Read less

This is not a 5-star or even a 4-star hotel—3 stars at best. Unfortunately, it’s the worst Hilton property I’ve ever stayed at. The staff is courteous and friendly, but ultimately ineffective. We stayed for three nights and were unable to rest during any of them. The location is excellent—close to beaches and shops—but that also means loud nightlife nearby, which isn’t the hotel’s fault. What is their responsibility, however, is the subpar air conditioning system and their complete unwillingness to address it. Upon arrival, we paid extra for a suite upgrade when I should have received a complimentary Honors Gold upgrade. From the start, our room was uncomfortably hot. Despite setting both thermostats to the lowest possible setting, the temperature never dropped below 22°C—while it was over 32°C outside. It appears the hotel limits AC performance, likely to cut energy costs. Cheap! Unlike a 5 or 4-star hotel would and should do. We complained four times. The first time, someone inspected the vents and said it should improve—nothing changed. The next three times, we received empty promises and no action. I understand preferring cooler temperatures may be subjective, but this wasn’t about comfort—it was about basic livability. I couldn’t sleep a single night. The sheets were soaked with sweat. Despite repeated complaints, nothing was done. This is a hotel-wide issue. Friends of ours in another room, who typically tolerate warm temperatures, found theirs unbearable and had to request a room change. To make matters worse, at checkout the front desk attempted to double charge us for an environmental tax we had already paid in cash. Only after we pointed it out did they say, “Oh, my bad—the system must have duplicated the charge.” Ultimately, the poor AC alone is a dealbreaker. But what made the experience worse was the staff’s dishonesty and lack of follow-through. I cannot recommend this hotel to anyone. Read less

Our vacation at The Fives Downtown Hotel was absolutely wonderful! One of the highlights of our stay was spending time at the Fives Rooftop, which offers breathtaking panoramic views of Playa del Carmen. Whether you're soaking in the sun by the rooftop pool or enjoying cocktails as the sun sets, the atmosphere is both vibrant and relaxing. We were especially impressed with the incredible service. Alejandro, our favorite bartender, made the best drinks with a smile and great energy. And Tomas, our go-to server, was always attentive and friendly—he made every visit feel extra special. The rooftop amenities, views, and staff truly set this hotel apart. If you're visiting Playa del Carmen, I highly recommend making time for the Fives Rooftop experience. You won’t regret it! Read less

Alejandro was our bartender at the rooftop pool, and he was absolutely amazing! He introduced us to some fantastic tequila so good, in fact, that we’re officially switching from whiskey back to tequila. His service, personality, and recommendations were top-notch. I was genuinely disappointed when he mentioned he’s going on vacation while we’re still here. Next time I come to Playa del Carmen, I might just call the supervisor in advance to make sure Alejandro doesn’t have any time off during my stay I need him around the whole time! I’m here with my family, and he made our experience even more enjoyable. Truly a standout member of the staff. Read less