The Fives Downtown Hotel & Residences

Chantelle Cudlip

We booked the “romantic rooftop dinner” through reception after seeing it advertised in the hotel, but no one explained it was actually a very expensive set package with no menu or pricing given in advance. We thought we were simply booking a table at the restaurant. When we arrived, we were seated without any explanation or menu, and food started arriving without us knowing what we were being served. Only after asking questions did we realise there had been a major miscommunication from the front desk. It honestly almost ruined our night and we were stressing about how to communicate this to our lovely waiter whose fault this wasn’t. That said, the restaurant staff handled the situation brilliantly. Arturo and Jesus were incredibly kind, professional, and understanding. They offered discounts, complimentary drinks and bread, and completely turned the evening around for us. The food was cooked beautifully and the service from the restaurant team was excellent. I would happily return to the restaurant itself, but I strongly recommend the hotel reception communicate these rooftop dinner packages properly and transparently in future.

La Middleton

Update… it gets worse. We went to the rooftop to get some bites and drinks. It came to $84 and the bartender charged me $849. Mistake number 3 in only a few hours of being here. Worst experience ever. When we arrived we were waiting for over 30 mins in line before anyone spoke to us. As soon as we ask excuse me can someone help us they said ok sure. The front desk person was the absolute worst. They gave us the wrong room key to an upgraded room. We asked if we could keep the upgraded room due to the mistake. They said no you have to pay for it, I said that’s fine how much. Yissell, mind you the same person who messed up the first time. Gave me the price of $40 usd a night I asked them to confirm and they said yes that’s correct $160 total. I said great let’s do it. Yissell proceeds to walk away for another 30 minutes without even telling me what’s going on. After ai asked what’s going on they proceeded to say oops it’s actually $40 per person. When I asked to speak to a manager they said I will have to wait until the morning. I asked so even though you have now made two mistakes there’s nothing you can do and Yissell said nope. It honestly felt like they’re racist. O and their name was YISSELL. The worst person to be working in hospitality.

Vicky Stavropoulos

I had one night at the fives downtown hotel and I wish I had more! I spent my afternoon and evening on the rooftop, enjoyed a cocktail and the mahi mahi and Rissoto, which were phenomenal! Outside of the great food and views, the service was phenomenal!! Nathan truly went above and beyond to make me feel comfortable and ensure I was well taken care of! 10 stars for Nathan!

Will Aleman

Alejandro at the rooftop bar was not only amazing in service he exemplifies what it means to be a customer service focused property. He anticipated our needs and was the most attentive that I have ever experienced. Our food was great and our drinks were never empty. Gracias Alejandro hasta la proxima vez. Saludos

Toni Mckenney

We had a fantastic stay at The Fives Beach Hotel & Residences in Playa del Carmen. The property is beautiful, the grounds are well maintained, and there’s a great mix of relaxation and activity throughout the resort. The rooms were comfortable and spacious, and the overall atmosphere felt welcoming and upscale without being pretentious. Be cautious if you book a Superior room through Sunwing you do not get a balcony no matter what the photos look like. What truly made our experience stand out was the exceptional service — especially from Mariana at breakfast. She greeted us each morning with genuine warmth and remembered our preferences, which made us feel incredibly well taken care of. Her attention to detail and friendly personality set the tone for our entire day. Hector was equally outstanding, both at breakfast and later at the poolside. He went above and beyond to ensure we always had what we needed, checked in thoughtfully without being intrusive, and consistently delivered service with a smile. His positive energy and professionalism made a noticeable difference in our stay. The only reason this isn’t a full 5 stars is due to a few minor hiccups, (the lack of balcony) but they were far outweighed by the overall experience and the incredible hospitality from the staff. We would absolutely return and highly recommend this resort — especially if you have the pleasure of being looked after by Mariana and Hector!