Unfortunately, I believe this will be the final time I will stay at this particular facility as I was disappointed with two main occurrences:
1. Upon my arrival and check-in (I got there around 12pm and the room was not ready, yet, which was known and ok as per normal hotel protocol). However, the attendant assured me that at 2pm that I would be on the 4th floor in close approximation where my friend's room was located. When I came back at the time of room retrieval a different attendant placed me on the 3rd floor. Though voicing a complaint the attendant said that there was nothing she could do and that I must stay where she put me.
2. Through the onsite "Hilton Playa Del Carmen" excursion booking service "Mexico Travel Solutions (MTS)" I booked a tour to Chechen Itza on a specific day and time. Regrettably, I got sick on the day of the event and was not able to go on the tour. When I went back to the desk to see if I could get my money back the attendant indicated that all he could do was to book another day for me to go. This was an impossibility due to the fact that I had other events slated for the remaining days of my stay. Also, the attendant indicated that I would need to drive to Cancun (1 hr. away) to see a doctor to make the situation official.
These two items conjunctively put a stain on my stay there at the Hilton. Throughout my over 20 years staying in that portion of Mexico, I never had to deal with these type of mismanaged type of issues.