Ame Hotel Boutique & Spa

We have now been at the Soul Beach Hotel for three weeks and my friend and I really liked the hotel. If we had a problem we were helped straight away and we didn't have to wait long. I found all of the hotel staff to be very nice, accommodating and always treated politely. Our hostess Nicolas was particularly great, he recommended lots of things to do in Playa del Carmen, which helped us both a lot. The only thing I had to get used to was that there were only three breakfast options in the restaurant and I sometimes had breakfast somewhere else because there wasn't enough choice for me. But despite this we were very happy with our accommodation, I can highly recommend the hotel!!!

This was honestly one of the worst hotels I’ve ever stayed at. I have no idea how it’s rated as a five-star on Google. It’s hidden in a small alley, super basic, and doesn’t even have a restaurant. When we arrived, the male staff member at the front desk was nice and welcoming, so we had some hope. But things went downhill fast the next day. We specifically arranged a cleaning time with both the front desk and the cleaning staff, even hung the cleaning sign on the door. Yet, when we came back, the room was still a complete mess. When we went downstairs to talk to the reception about it, the experience was beyond frustrating. The woman at the front desk was incredibly rude, acting like we owed her something. I told her, “You said you’d clean, but it wasn’t done,” and she literally ignored us while typing on her computer and snapped, “Talk to me slower.” Then she said, “Well, I can’t do anything about it now,” in the most dismissive tone imaginable. Even when my boyfriend tried to stay calm and reason with her, she wouldn’t look him in the eye and kept saying, “Don’t raise your voice at me,” in such a nasty, aggressive way. It wasn’t even about the cleaning at that point — her attitude was so horrible it made the whole situation feel even worse. I get that things can go wrong, but the way she handled it was appalling. When I go through all the comments I realize this is not the first time... Avoid at all costs.

So I was visiting for a few days… went to breakfast and my wife made the mistake to leave her purse with about $150 in it… when we got back the money was gone! Far from 5 stars