Torre Diez by Grupo Amber

Torre Diez offered the perfect location! It's a block down the street from Chedraui and from Quinta Avenida. We loved the location. The front desk staff were also super helpful and even gave us access to the laundry facilities. They were helpful in getting around town and gave us the inside scoop on transportation and great places to eat and spend time. Playa del Carmen was one of my favorite cities in the Riviera Maya.

The showerhead was not in good shape, as the water pressure was low, and the towel hook was right in the shower area, so your towel ends up wet. I eventually disassembled the showerhead and realized that there was a rock/mineral buildup in the showerhead. That solved the issue, but they should replace the showerhead. It was also hard for us to coordinate with the host to get extra towels, and eventually, we just bought another towel for an eye-gouging $22 at Chedraui. The stove also has an electric range, requiring proper cooking utensils. Unfortunately, the pans and pots did not have the proper magnets, and cooking took an eternity. The hostess didn't seem to understand that and instead gaslighted us into believing that these take longer than an average gas stove. That might be true, but the difference was primarily due to not having the correct pots and pans. We eventually had to ditch some of our plans to do much more cooking. Thankfully, the worst part of staying here happened on the morning of check-out. Turns out that this whole building's plumbing is hooked up to an electrical pump! Unfortunately for us, a good chunk of Playa del Carmen was dealing with a power outage after the rainstorm. This meant that we literally had to look for a bathroom on the morning we were supposed to leave! This created a crisis for us. We aren't sure that we will stay here again, though, at face value, it seems like a great place to stay. The hostess was profusely apologetic, but an infrastructure issue like this is pretty serious, especially for a city that constantly goes through power outages. In chatting with the locals, they mentioned that power outages are frequent during the rainy season. This is a huge issue! This is clearly not the hostess's fault, but it is important to be aware of it.

no breakfast

More towels, and more bedsheets. Too much noise, it was difficult to sleep with too much streets traffic

It was really clean and very well decorated. We felt very safe!

The check-out procedure is a bit strange, you have to send them pictures of everything (towels, linen, kitchen utensils, electronics) It was a bit odd. It was also very loud outside and we could hear EVERYTHING.

The room was big, clean and comfortable, with a spaced balcony.

The toilet flush was not working properly and we didn't find soap when we arrived.

It’s a nice, quiet street on 10th. A supermarket is conveniently located nearby.

I booked a room at Torre Hotel, not really expecting a genuine 5-star experience—just a clean and safe place to stay, but my stay was far from that! This is not a real hotel — it’s a collection of separate apartments managed by different agents, meaning there is no proper hotel service or quality standards in place. From the moment I arrived, issues started piling up. The towels were extremely old and worn out, so I had to use my own. The bed sheets were dirty upon arrival, which I only noticed in the evening. The check-in information stated that room service had to be requested a day in advance, but since I was staying for only three nights, I had no choice but to sleep on dirty sheets, covering myself with a towel to avoid direct contact. Security was a major concern. The balcony door couldn’t be locked properly—instead, a simple wooden stick was used as a makeshift lock! On top of that, the safe box was not secured in a wall or wardrobe; it was just placed on a shelf, lightweight and easy to pick up, making it useless for securing valuables. To put things in perspective, I later moved to Mare Playa del Carmen Hotel, a 4-star hotel that was significantly better in every way—despite being cheaper! This proves that the problem isn’t about local standards but about the misleading 5-star rating of Torre Hotel. I strongly urge Booking.com to review the rating of this property, as it is not at all what it claims to be. I wouldn’t want any future guests to go through the same frustrating experience. Do not be fooled by the 5-star label—it does not reflect reality!

The venue was really nice, the rooms and facilities were great

Perfect location.

No water and power for the first day. No hot water during the week. No garbage bags available. Staff doesn’t know where where the towels/ toilet paper/ garbages bag in the storage room. Or didn’t have the key. Kitchen cabinet almost empty. No container the put any food.