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“Best value for money among mid-range hotels in the town centre”

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Illusion Boutique Hotel by Xperience Hotels
Ranked #50 of 217 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed 27 May 2012

LOCATION
Brilliant location: located in the heart of the town, on 8th street, just half a block from the beach and half a block from 5th Avenue (= the most bustling street of Playa del Carmen). The harbour where you take the ferry to Cozumel is a 10-minute walk from the hotel.

Playa del Carmen is full of good restaurants, bars, cafes and shops. After many trips, I recommend staying in the town centre on a B&B or accommodation-only basis and avoiding Playacar. Playacar is a luxurious area next to PDCarmen (20-30 min walk) where you have no choice but to choose from all-inclusive hotels; if you stay in Playacar you will miss the good atmosphere of the town.

ROOM
We booked a standard room with balcony (=sometimes called “deluxe with balcony”, other times “mirage with balcony”) and it was quite large with a king bed, conventional tv, free wifi, refrigerator, safe box and a basic en-suite bathroom. Clean. Very comfortable. No noise.

I have stayed at Illusion Hotel many times and I would recommend booking always an exterior standard room WITH balcony. The ones without balcony face the hotel corridors, are dark and have no privacy unless you close the curtains -making the room darker-. On the other hand, executive rooms (called “prestige”, “luxury”, “cabana” or “master”) look like they could belong to an upscale hotel; however, they are usually much more expensive than the standard ones and I know better value-for-money options on this upscale side.

As for the standard rooms with balcony, those ending in 10-13 are the ones with the best layout, whichever the floor. And those ending in 09 and 14-16 are pretty good, except from room 109 that runs adjacent to a noisy restaurant kitchen (avoid this room by all means!).

COMMON AREAS
Small rooftop pool and nice area.
Free beach towels and passes to several private beach clubs.
Complimentary computer access (slow at times) in the lobby area.
Massage services available.
Complimentary bottled water in the room and a tank of purified water on each floor to refill at any time.
Water, coffee and tea station for free in the lobby area.
No proper shower facilities after check-out but if you ask you will be given complimentary access to a free room for a shower.

RECEPTION
The attention at front desk is professional and very friendly at any time; the property of the hotel has recently changed and the current staff goes the extra mile.
Free and secure luggage store.

RESTAURANTS
If you are looking for the best restaurants in PDCarmen, these are: Byblos (french), Cenacolo (italian) and The Glass Bar (also called Di Vino; italian-international cuisine).

OVERALL
Perfect location and best value-for-money among mid-range hotels in the town centre. While working in Mexico, I usually go once a month to PDCarmen and this hotel is where I stay at most times because its reasonable prices (when I do not want to treat myself to a luxury hotel). Ideal for someone who looks for a place to sleep and expects to spend most of the time on the beach and walking around the town in the evening. I will certainly stay again.

  • Stayed: May 2012, travelled as a couple
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3  Thank Joaquin1976
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 21 May 2012

It started off okay. It was an engagment trip for me and my fiance. We got to the hotel to find it decorted with flowers, baloons etc. We liked the room next to ours better. The room was vacant the whole time. We asked to change and were told we had to wait till morning but could change very early. We went down at 7am and got the key to the other room. I opened the door to find a naked person standing there fresh from the shower. Aparently this was the third room this couple had and the SECOND TIME they were walked in on!!! We waited around all day to get our room changed. Finally happened. We ate breakfast and paid 20 USD for some scrambled eggs and a meal of hotcakes. No bread, no hash browns, nothing else but the two meals. It as horrible. We then tried to book an excursion. The cc machine didn't print. When it finally did print we were charged twice on our card. They claimed it was only charged once, even though the amount was taken out of our account twice. So we cancelled the account. The manager treated us like we were imbicles and didn't understand how our own account works. The staff is very young and inexperienced. We wouldn't stay here again due to the lack of knowledge by the staff, no room service, and seemingly uncaring staff. Some were okay, but the manager leaves a lot to be desired. Their treatment of us was horrible and unforgiveable. Don't stay here!!

  • Stayed: May 2012, travelled as a couple
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2  Thank eslprofe74
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 22 June 2012

Dear Ambassador Murray,

Thank you for your feedback. We appreciate your comments as they help us work harder each day and improve our services and standards. Here at Illusion Hotel we all remember you with pleasure and as we already did during your stay, would like to extend our deepest apology for all the inconveniences and unfortunate events we caused you during your stay. Hopefully, you will accept that fact that none of the above happened intentionally. We are training our hospitality devotees in order to avoid such human errors that might lead to confusion and discomfort in future. Your comments are currently being shared again with the entire group as an example of what should never happen again with our Ambassadors.
We accept full responsibility and again we apologize for that, though we believe it would be fair to mention that we did something about the above while you were still with us and assisted you in getting adequate medical assistance when your partner was very ill and monitored his health throughout. We also refunded the wrong charges that where erroneously made and gave you half price for a tour.
The credit card authorization issue was out of our hands because our bank and reports didn’t show any transaction while yours did. There has never been an attempt to speculate on that and it took a little bit of time to clarify the issue with our bank and yours. We are glad we eventually solved it.
Please give us a chance to prove you why our philosophy of “Infinite Hospitality” has proven to be also the reason behind our success. Obviously the hardest we try the less chances these unpleasant situations will repeat themselves in future. We feel the need of making you feel welcome and we would love to invite you to visit us in any other of our properties in Playa del Carmen or our La Palapa Ethno Boutique Hotel on the beautiful Island of Holbox. Kindly contact us privately in order to receive a courtesy voucher and give us the chance of making your next stay with us a very special one.

Casandra Luna

PR Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 May 2012

Best to get the rooms on the pool level floor. Spacious.

Room Tip: For a bit more than the standard room you can get the rooms on the pool level.
See more room tips
  • Stayed: April 2012, travelled solo
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1  Thank Jeffrey S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 May 2012

Stayed here and had to check out.....The pool is a 3 ft pond and the rooms were musty.
The professional photos supplied by the hotel show a pool with a walk up bar.
There is not a bar, bartender or pool. It is a pond with stepping stones.


We were forced to stay one night but did get a refund for the remainder of our trip.
There are so many other cute places but not here.

  • Stayed: May 2012, travelled with family
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2  Thank Mazz5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
XperienceHotels, Public Relations Manager at Illusion Boutique Hotel by Xperience Hotels, responded to this reviewResponded 15 June 2012

Dear Ambassador,

Being in the service busines, one has to accept feedback in whichever way it comes! A negative comment is also welcome, providing it reflects the reality and makes justice to the overall experience.We always analyze feedback like yours in order to improve ourselves. For people that work hard on a daily basis in order to please their "Ambassadors", it becomes a little unfair to be judged for something that it's not described as reality imposes. Under no circumstance we have tried or we will ever try to alter the image of our property by putting pictures that are not reflecting the "way it is". Our plunge pool ( as described in our website and many other travel portals), is located on the fourth floor of our property. This is the main reason why it can't possibly be a heavy pool since there are rooms below its level. The good thing though is that this pool enjoys an incredible view over the island of Cozumel and the Caribbean and yes, it has a bar and limited hours service! There are many other good things that we do in our property. Things that we do with dedication. Though conscious of not having a luxury infrastructure, we do our best in order to respond to our ambassador's needs and anticipate them at any given occasion in a good value for money environment. It is a pitty you did not get/give us the chance to appreciate it. We are confident in being able to provide a holiday Xperience worth remembering.
If you ever think of going back to Playa del Carmen, you are more than welcome to experiment what you probably could not do on this last occasion. The invitation is open and we are very confident of the way your opinion could change.
Giuseppe Crapanzano

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Reviewed 23 April 2012

I just retruned from a week in Playa del Carmen, Mexico. The Illusion Boutique had very reasonable rates and sits on 8th North just half a block from the beach. I had read some negative reviews on here and thought I should respond. Someone complained about the food....continental breakfast was great in my book. Three yogurts with half a dozen toppings for them, jucies, regular and cinnamon coffee plus assorted teas...then they bring two warm from the oven rolls for each guest with butter and two spreads and a canister of wonderful fresh fruit. More than enough for a continental breakfast free of charge! Then get ready to head to the beach: free beach towels and passes to one of several private beach clubs....pass for complementary beach chairs or beds with umbrellas and 10% off all food you might order. Rooms are good size, clean, showers have great pressure and service is exemplary. This is a QUIET hotel with no carryover of bar music from the beach clubs. Rooftop pool is just cold enough to be refreshing after lying in the sun, massage services available. The staff could not have been more courteous and there is free Wi Fi. Only negative would be that I would love to see them offer lunch and dinner as well as breakfast......food was so good I would love to see a menu I could order from for other meals. STRONGLY RECOMMEND YOU TRY THIS HOTEL and they have two others in the area.

Room Tip: They use a key to turn power on and off as you leave the room: excellent idea to conserve energy and...
See more room tips
  • Stayed: April 2012, travelled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
4  Thank Donna W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Illusion Boutique Hotel by Xperience Hotels

Address: Calle 8 Nte. | Entre 5a Ave y ZFM Lote 10, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Suites Swimming Pool
Hotel Style:
#45 Romantic Hotel in Playa del Carmen
Price Range: $100 - $259 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Illusion Boutique Hotel by Xperience Hotels 3.5*
Number of rooms: 45
Official Description (provided by the hotel):
The Illusion Boutique Hotel by Xperience Hotels is a small hotel with great personalized service and attention to details. A perfect blend of elegance and tropical freshness with a fusion of Asian/Italian decor and architectural style. ... more   less 
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Also Known As:
Illusion Boutique Hotel By Xperience Playa Del Carmen
Hotel Illusion Boutique
Illusion Boutique Playa Del Carmen
Illusion Boutique Hotel By Xperience Hotels Playa Del Carmen, Riviera Maya, Mexico

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