The Reef 28 Hotel & Spa - Luxury Adults Only - All Suites - With Optional All Inclusive

The roof top at the reef is my favourite place in Playa Del Carmen. I come here every time I'm in Mexico. The DJs are always amazing. Super chill vibes. Great food and the price is very reasonable. Amazing service. These guys are top notch. I highly recommend coming to hang here in the afternoon or evening. I haven't stayed at the hotel but I come with my local friends to have a great time, good food, drinks and swim in the pool while overlooking the beautiful playa Del Carmen beach. You have to check it out you won't be disappointed. Everything here at the reef is on point. So many good memories here. The DJ Ivan "Reeverdj " sets the vibe perfectly!!! I'm coming back soon. Five stars for service, music, location!!!

The front desk people and the concierge started very nice during the check-in process and as we were receiving the tour. As the concierge started mentioning activities they told us about a 90 min "presentation" at one of their sister hotels. Once we declined their invitation for their time-share scam their faces and attitudes completely changed. Same thing with the front desk people asked us if we wanted to upgrade to the all inclusive option. They walked us to our room and didn't walk us through how anything works or where things are. Once we were settled in our room our view was that of a brick wall with plastic greenery draped over it. The "balcony" is tiny. I couldn't even sit there without my knees touching the glass and I'm not tall by any means. Our television didn't work and when we tried calling the front desk about it the phone didn't work either. The next morning somehow the front desk was able to call us and ask about reconsidering going to their "presentation". They hassled us almost everyday about it and when we declined everyone would give us weird looks. Going through the lobby everyday was so uncomfortable with the way the workers looked at us. The hotel is in a prime location with 5th ave steps away and the beach a short 5 min walk. The rooftop had beautiful views. The cleaning staff was very nice and gave us fresh towels when requested. The onsite water refill stations on every floor was also a nice touch. The onsite restaurants you had to make a reservation and sometimes they were "booked" but when we would walk by there were so many empty tables. We didn't eat at the resort a single time. I would definitely say that if you're not going to do the all inclusive option, find a better hotel. Pros: Great location Spacious rooms Friendly housekeeping staff Cons: Pushy and unfriendly front desk staff and concierges that annoy you with their "presentation" Restaurants TV and phone didn't work Not worth the price even without the all inclusive option Bad views from the room

I’d like to start with the positives—because there are many. We are members and have been coming to this resort since 2019. The rooms are spacious and very clean. The food is far better than a typical buffet-style resort, as everything is à la carte except breakfast, which is phenomenal. The service overall is excellent—from the front desk to the restaurant staff and bartenders. A special mention goes to Francisco on the rooftop patio. He remembers us every single year and provides truly top-notch service—11 out of 10. He is a standout and a huge reason we love returning. We absolutely love this resort. In fact, we purchased our membership specifically for this property (there are three in total) because of the location, the service, the food, and the adults-only atmosphere. Now for the negative—and unfortunately, it’s a big one. After COVID, we were told we no longer had access to Reef 28 and could only use the two sister resorts. Two years ago, we attended a Leading Vacation presentation at the Coco Beach resort specifically to clarify this. The sales team member pulled out our contract and confirmed that our weeks are valid for Reef 28. This information was updated in their system so it would no longer be an issue. Since then, we have stayed two separate weeks at Reef 28, with confirmation emails clearly stating that we had access. Then, just a few weeks before this current holiday, we received an email saying we did not have access—but that they would “honor it this time.” This was unbelievable, especially after we already spent three hours in a presentation two years ago to ensure this would never be an issue again. Today, we wasted valuable vacation time returning to speak with them, only to be told that a contract with four different signatures is “not valid.” To make matters worse, the manager treated us very poorly—leaving us sitting at a table without explanation for over 10 minutes, only to then have us escorted out. We have stayed at their properties every year—sometimes twice a year—and have brought friends with us. Our membership still requires payment, and this stay alone cost us over $2,200 for the week. Today, we did not feel like members at all. I was left in tears from the frustration, the waste of time, and the realization that we may not be able to return to our favorite property. I do not recommend their memberships. What you sign is not what you get. Perhaps things have changed since our purchase—but after this experience, I no longer trust “Leading Vacations.”