The Palm at Playa

I contacted The Palm ahead of time after unforeseen circumstances meant I had to cancel my stay, hoping they might be flexible. They refused the cancellation and offered no refund, credit, or option to reschedule. I found the lack of understanding and guest-focused service surprising and frustrating. Hospitality also means how guests are treated when plans change, and that wasn’t reflected here. I wouldn’t recommend this hotel to travelers who value flexibility, understanding, and respectful service.

The two young men we dealt with were very helpful, but the hotel was nothing like its online listing. If we’d seen it first, we wouldn’t have booked, and in the end there was nothing we could do about the gap between what was promised and what we got. Everything was old and in poor condition, including awful beds and broken furniture and umbrellas around the pool and rooftop. I was very, very disappointed and don’t recommend it.

The rooftop pool, nice bartenders, good housekeeping, and location were the only things I liked. I expected more from the hotel, and the rooms don’t look like the pictures. They need an upgrade. Towels were old, there were no washcloths, hairdryer, or iron in the room, and the shower had no privacy door. The toilet was clogged when we arrived, though it was fixed quickly. The parking garage was awful, with too little room to maneuver when parking. The AC was very cold, which was good, but there was only a flat sheet to cover up with. I wouldn’t stay here again.

We barely used the terrace and mostly stayed in bed during our 8 days. The showers had such weak pressure that washing properly was difficult. The corner sofa was either dirty or stained, and it was broken, so we didn't use it at all. The apartment is huge, more space than we needed, but the kitchen was short on glasses and had no detergent or sponge. The cleaning staff didn't wash dishes either.