Sometimes I just want to be treated like a queen.... at LaPlaya I had the right room full of all the luxuries I needed; and the grounds to the hotel were full of tropical trees and plants and made this beach resort feel more like an oasis. The pools have plenty of staff taking drink orders and delivering hot food; I love being pampered. The staff at the edge of the beach are ready to set up lounge chairs and an umbrella and they even set up a flag that you raise if you needs a frozen cocktail or something to snack on. The staff at the valet station and the front desk were excellent. My only complaint is that my trip had to end and I can't wait until my return trip. read more

Wow. 10 stars for us. We stayed here 2 nights June 26 & 27, hundred dollars to their sister property The Inn on Fifth for 2 additional nights. Easy check-in. Everybody is so kind from helpful valet & bellmen & Tiki bar bartenders & pool attendants. Fantastic room. Spacious. Nice balcony. We were in the other building across the street : 2 weddings going on some positive energy! Delicious meal at Baleen our first night! Wonderful service, incredible view of the ocean and a perfect sunset. Breakfast both days- must order Huevos Rancheros - one of the best ever! Tried to stay healthy the next day and SO glad I ordered the Acai Bowl - one of the best ever! Walked the stunning beach. Enjoyed relaxing poolside and even went to the fitness center both days! We would definitely stay here again. read more

LaPlaya Beach & Golf Resort - Sunset view from dinner at Baleen. - Resorts Near Me - Naples, Florida

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La Playa is one of the most beautiful places I have stayed at. We got married here two years ago, and every time we return, we're reminded that choosing LaPlaya was one of the best decisions we've ever made. What truly sets this place apart is the people. The staff doesn't just provide great service--they create lasting relationships. Nikolaus at the front desk remembers us every time we visit, including details about our lives and story. He goes out of his way to make us feel welcomed and valued, like we're coming home rather than checking into a hotel. And Larissa, who supported our wedding, is simply a beautiful human being--kind, thoughtful, and genuinely invested in making every moment special. Her warmth and care played such a big role in making our wedding day feel effortless and magical. We're in Naples often, and LaPlaya is always a highlight of our trips. The level of care, attention, and genuine hospitality is unmatched. If you're thinking about having your wedding here--do it. It's worth every bit, and I can honestly say it was the most magical experience we could have hoped for. - Calvin Mwangi & Sarah Primeau read more

"La Playa Beach & Golf Resort - A Beachfront Standout in Naples" We just returned from LaPlaya Beach & Golf Resort in Naples, and it may have set a new bar for us. First, the staff's attentiveness was on another level; they deserve their own paragraph. Everyone we met, from the valet to the front desk, restaurant, and beach staff, was congenial, friendly, and genuinely willing to help. Not rehearsed politeness, but real warmth that made the whole stay feel personal. The rooms, lobby, and common areas were immaculate, clearly the work of a team that takes real pride in the property. The on-site restaurant, Baleen, was a standout, and honestly, one of the best meals we've had anywhere in Naples. We started with a beet and butternut squash salad, followed by blackened grouper and a free-range chicken paillard, both cooked to perfection and paired with a glass of Sonoma-Cutrer Chardonnay. Breakfast was just as delectable and included one of my favorites, huevos rancheros. Friends say I'm hypercritical when it comes to food, and I'm not arguing. Most restaurants get by on mediocrity; Baleen doesn't. Every dish was artistic and balanced in its presentation, and only surpassed by its taste. We stayed in a Lanai Room, literally steps from the beach, and "magical" is the only word for it. Waking up that close to the sand and the Gulf is something we won't forget anytime soon. The bedding was extremely comfortable, and we loved that there were even pillow firmness options, so you could dial in exactly how you rest. As my old friend would say, "We'll be back." And I really don't have a choice in the matter, as my wife flatly refuses to go anywhere else in Naples. read more

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I have been to Naples yearly for the past 30+ years. As every middle-class American does, many times we went to whichever Naples Beach Property that had a great rate. We always knew we liked LaPlaya the best but many times it was on the more expensive side. Well, after this past stay, I will only stay at LaPlaya. The service and accommodations are the best in Naples. From the time the Valet takes your car at check-in, until the time that they deliver it back to you after check out, you are treated to a fantastic guest experience. From now on, LaPlaya is the only resort I would consider when staying in Vanderbilt Beach. Check it out. You won't be sorry! read more

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La Playa Beach resort is always a place I go to when I'm in Naples. The staff here is really friendly and I love that they set up your beach equipment for you. The views are stunning and everything here is top tier. Sometimes, the food and drink can be overpriced, but it is still enjoyable! A recent favorite of mine has been the big kahuna dog and the tropical frose. read more

LaPlaya Beach & Golf Resort - The beach - Resorts Near Me - Naples, Florida

La Playa Beach and Golf Resort in Naples Florida is a beautiful place to stay. The resort has so many wonderful amenities and a fantastic restaurant. I'm attending business meetings here but my Wife has been able to see quite a bit of this wonderful place. We just watched the gorgeous Sunset over the Gulf of America and it was absolutely breathtaking! read more

LaPlaya Beach & Golf Resort - Sunset - Resorts Near Me - Naples, Florida

We have been going to Laplaya's Baleen restaurant for over a decade . However that is unfortunately changing . We always make a reservation yet that doesn't seem to make much of a difference. We still seem to wait a half hour to an hour so what's the point of a reservation made 3 weeks prior? The food is always consistently delicious. The service to get your drinks and your food is torture. It's beyond slow and it wasn't just 1 visit . It's been 3 visits in the last 3 months and the service is snail slow. They don't take away empty glasses or plates . To get another drink is at least 15minutes in between. We brought our friends from out of town there for brunch , which we had always enjoyed. We were embarrassed. The service was beyond horrible. I had to go to the hostess desk twice to ask where our server was ? When she messed up a drink order she left it at the table , and disappeared for another 15 minutes with the correct one . We looked at our bill and the 4 incorrect drinks were still on it . I hope those in charge of the wait staff realize that they are losing long time customers due to their lack of service. read more

Overall great stay would definitely recommend Pros : Beautiful beach front views, right on the water, great gym, beautiful pool, convenient Cons : didn't give us much of a later check in given you're paying $600 a night, hotel was empty, and our flight was at night, house keeping didn't clean our room very well and we only asked once during our 3 night stay, charged us for valet when we didn't have a car.. front desk gentleman said he will "fix it when he has time" Can't change it because he has to see where the issue was... when it was pretty simple that we didn't have a car lol Did have great classes on Tuesday and Wednesday on the grassy area with beach views. The instructors were fantastic. The restaurant is a little pricey but good food. Didn't love the bar food next to the restaurant.. also pricey Great service even on the beach, those guys work so hard to make you comfortable and set with towels chairs and service if you need. There is nothing walkable unfortunately. But everything was great, the beach is truly the most amazing and beautiful part. Service throughout was mostly great.. some staff were nicer than others read more

Great view but super overcrowded and loud. It was over 20 minutes before we were served. Then we suffered sticker shock as drinks were $20+ and a salad + protein was $40 on average. Once was enough. read more

LaPlaya Beach & Golf Resort - Sunset view - Resorts Near Me - Naples, Florida

The beach is great! But the hotel is run down to say the least, this place needs a full overhaul, even at a discounted rate in the off season, it seems like a rip off. The location is not great, u can't walk to anyting, so I have to drive and valet ur car back and forth every time u wanna even go out for 5 mins which is a huge pita, there is a dead animal smell outside our room and in the balcony. I would not recommend or stay here again even for half the price, the price gouging is almost laughable, they put $9 water bottles in the rooms, but it's a dump and the elevators don't even work...u can't be a run down 2star and charge 5star prices...no amenities, no guest services or any items to use at the beach. Housekeeping lady Liliana is absolutely the sweetest lady ever, hands down the best thing this hotel has going, she needs a promotion! read more

Great resort right on the beach. Accommodations are very nice I wouldn't have a room with a step in tub/shower combo hard getting in and out when u are elderly. Bar service staff very nice and super friendly. Food at Baleen was good. read more

I really loved the resort, very professional staff, very attending, the cleanliness was A+ the service was awesome, the only thing i have a complaint is that for the prices they have they should upgrade the hotel. The room was clean, but the toilet paper holder was broken, i went to pull on one of the drawers and the handle came off, the mattresses were not comfortable at all, it had a hole in the middle, we got a king size bed and we were both in the middle of the bed sinking. We also got a room with a sofa bed for my 87 year old mother and the mattress was really bad, for that to say, the reservation was for 3 persons so i would say they should have some sheets pillows and covers for the sofa bed, i had to call room service around 11 pm to bring me the sheets and pillows for the sofa bed. It took like 15 minutes in which i had to call twice since my mom wanted to go to bed already after a graduation party we attended, this is to say also that the young man that came to bring the bed linen apologized 3 times which it was very nice and professional of him, Oh one important thing, the A/C was really not cold, we put the temperature at 64 and the room was not very cold, we first said it could be because it was really hot but as the night fell it should have gotten colder to no avail, but besides this incident, and the upgrade of the rooms very much needed, the hotel was really nice, the view we had was tremendous view, we ate breakfast in the restaurant and the service and professionalism of the waiter was really enjoyable, the food was A+ also. Besides all of my complaints about the upgrade, i would stay again, i just hope that they work and upgrade the rooms so i can write a much better review next time....any ways WE ENJOYED OUR STAYED...IT WAS REALLY NICE!!!!! read more

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The hotel is not in good shape. Our room had what appeared to be mold spots on the ceiling they tried the cover. Floors were scratched. Tub had pits and rust in it. Water came under the front door. Other areas of the lobby were leaking water. It is not what you expect for almost $1000 a night. On a positive note, the breakfast and service at the restaurant was great. read more

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Bella provided excellent customer service during our patio lunch! The food and drinks were fabulous with a small hicup that was immediately remedied by Bella, who insisted on replacing the dish and the new plate arrived. It was spectacular food magazine quality. The whole afternoon was wonderful because she was not overbearing, but constantly checking on us and making sure that our drinks were refilled. A real pleasure to enjoy great customer service!!! read more

Horrendous service. When I first checked into my room, everything was fine. Until I noticed a few stains on the bed. I didn't pay much mind to it. First day of my trip overall was fine, but the second day was incredibly disappointing. I reserved chairs on the beach and went to sit down. I asked one of the young men working there if he could grab me a few towels and 2 chairs. He first came with the towels. The towels were wet and dirty. Then he brought over the chairs. He didnt even place the chairs, he just threw them onto the ground and left me to do the rest. Nothing was set up for me. About and hour later one of the other young men working there put in an umbrella for another women and put it in the sand incorrectly leading to it blowing away. This led to them taking every single umbrella down. This was terrible and they claimed it was due to wind when it was not windy at all and at the ritz down the beach you could see their umbrellas were fine. Due to the umbrellas being taken down I now have a terrible sunburn and my skin is peeling. The beach also had terrible service. I asked my server for a water and I never even received it. I would not recommend this place to anyone. read more

This review is specifically for Autumn who checked me in. After 13 hours of travel and delays, she went out of her way to ensure that my stay started off in the best possible way. She was warm, gracious, and turned a very bad day into a bright night. Thank you, Autumn for going out of your way for a weary traveler. You are exceptional. read more

The room was spacious but the bathroom smelled like rotten eggs for both nights. The heater/airconditoner was inoperable. Engineering came to the room and couldn't repair the unit. They left us with a noisy ineffective space heater and promised to fix it the next day. Nobody showed up. The showerhead was poorly functional, clogged, and ineffective. For $700/night I expect details to be taken care of. They simply weren't. Our complaints were not dealt with, and the stay was sub par. The meals were delicious and I hightly recommend the restaurant! read more

Over priced & under repair. Stay away from this property. Even if it wasn't still under construction with workers banging around at 7am every day (even weekends), I would never recommend this dilapidated property which charges obscene prices for everything at the hotel. read more

Where to start? Old poorly updated hotel pretending to be a 5 star resort. Be sure to check out the bar and do notice the 20% gratuity automatically added. Once you go to your room, be sure to hear the workers in the hallway. They believe in conservation, so you'll appreciate the minimal water flow from the shower. If there is a pool here, I've yet to find it. The amenities are.... Wait... still looking.... Seriously I have no idea why anyone would stay at this "resort". read more

Gross. Filthy rooms, awful food. Staff was friendly but apologetic about unsafe conditions...elevator should be shut down

Other than the absolutely perfect view for my bedroom, this place was absolutely horrible. It was like something out of a movie, where the help scrutinize you, and decides that you're really not good enough for them to service. The front desk was terrible, refusing to help us figure out how my husband could play golf at what is supposed to be a golf resort. If their course was truly closed, which he insisted, it was not, he should have helped us find somewhere else as an alternative for a place that charges $500 per night. read more

LaPlaya Beach & Golf Resort - View from our bedroom - Resorts Near Me - Naples, Florida

Everything. old and rundown needs a renovation. The rooms in the tower ....not good. The beach is nice but it stops there.

One of the coolest vibes we have encountered in Naples. On the water, toes in the sand if you like. Food was excellent. Pricey but good. We ordered salads, plates to share, and lots of cocktails. We cannot wait to go back. It's just so cool. read more

Where do I begin. First and foremost, the staff at the hotel were very nice and do their best to accommodate every guest which you will find based on this review isn't always easy when upper management and the owners are willing to stay open during a major construction project, while simultaneously jeopardizing their brand and reputation capital. 'Poor choice guys'!! I booked this hotel through American Express Travel, and no one had previously informed me that it was being renovated or actively under construction. Prior to check-in I nearly drove past the hotel because from what I initially observed, there wasn't anything that gave me any other reason to believe that it was where we would be staying for the next two days, or that the property was even inhabitable. Fortunately, the name LaPlaya on the facade gave it away that it was where we would be staying. They say first impressions are everything especially when it comes to hospitality, yet for us LaPlaya was a major disappointment. We had the option of staying at the Ritz Carlton which wasn't significantly more in price and would have been a better value rather than tolerating the 2-star experience at LaPlaya. Had we known what we were about to walk into, we would have probably stayed anywhere else for that matter. There were multiple scaffolds going across the entire width of the main tower. There was a tubular trash shoot that looked like a waterslide at an amusement park running down the front of the hotel and draped netting over half of the hotel balcony's that ran from the top floor to the street level. The best part was the fresh grey mortar or primer smeared all over the hotel. The ground level was full of pallets of drywall and 5-gallon drums of paint. (See Photos) At check-in and check-out, they kept referencing that our reservation was booked through Expedia which it was not. It was booked through American Express Fine Hotels and Resorts. With my platinum travel benefits I typically receive an automatic upgrade and as part of my upgrade we had the option of being in the main tower where most of the construction was going on, or in another building that apparently had less work going on with painters rather than jackhammerers. Either way it was still work and still very disruptive. Since I now had this idea of Expedia in my mind, my immediate interpretation was that they gave us a room that would be for an Expedia upgrade vs. an Amex customer fine hotel upgrade. Upon checking into our room there was a crew of painters right outside of the room making a significant amount of noise along with hammering what sounded like a group of men driving giant stakes into the ground. After having arrived at the room around 3pm this hammering, talking and tool dropping continued to nearly 6pm. (See photo of ratchet set on our patio). We didn't have much of a patio either compared to the other 1st floor units where you could have literally performed cartwheels. Our patio or lack thereof was nothing to write home about. The TV didn't work with HDMI constantly flashing on the screen, so I immediately suspected that with all the repairs going on around our end unit that they must have jarred a connection loose. I had to call the front desk to not only inquire about all the noise and when it was expected to cease but also asked that the M.O.D Manager on Duty follow up with me which of course he never did. It seemed that my complaint to housekeeping about the TV not working during turndown service triggered the TV repair person to show up. Nonetheless, the TV repair person finally came nearly an hour later and by then we had pretty much lost our appetite to even want to watch TV. Having him in the room at that point was more a nuisance than a service. I try to give credit where credit is due and I will say on a positive note, the food and beverage service along with the in-room dining was the only part of the stay where the hotel experience was above par. Although out of the hotels control there was continuous truckloads of sand being transported to various ends of the beach. We felt horrible for those hotel guests who were staying longer, or more importantly for those who chose to get married on property while canary painted dump trucks became part of their wedding backdrop. read more

LaPlaya Beach & Golf Resort - Resorts Near Me - Naples, Florida

The Beach is beautiful, and unlike some of the reviews stated, our room was perfectly nice. However, when we checked in we were given a room (in the Beach House portion of the hotel) at the far end of the building with a sliver of a beach view but a great view of the AC units on the house next door. We noticed that the hotel did not seem full so we asked if they could move us closer to the middle of the building. We were then given an upgrade to a lanai room with a fire pit and nice outdoor area. We were pleased with this, but it would have made such a nicer experience if they had given us the upgrade, or a room with a better view from the begining. That would have made us feel taken care of. What if we hadn't asked? we would have had a much less enjoyable experience and would not have recommended it to anyone. There is construction going on near the pool and a black plastic barrier blocking the view of the water from the lanai (which we were informed of when we switched rooms). The only wifi is open and unsecured and my ipad rejected it as a security risk so I needed to use my phone as a hotspot the whole time. I have never experienced that at a hotel as a guest. the price gauging is absurd. a 16 ounce drip coffee to go in the lobby was almost $8. Two very weak and disappointing aperol spritzes at the pool came to $50 with the mandatory tip. So far the employees have been very pleasant and service prompt. The resturant was pricey but very good with a beautiful setting. read more

La Playa Beach is one of those resorts that has a lot of potential. I'm sure it will be a true five star property when the remodel is completed. We stayed there for three days when we were traveling through Naples and what drew us here was the beach. The beach is absolutely breathtaking and the view from our tower room was worth a million. Almost half of the resort was closed for remodeling so we didn't really get the full resort experience. We were told the remodel will be done by December 2023. The customer service was excellent, especially on the beach, where we spent every minute of our stay. The food and cocktails on the beach were excellent. The coffee shop had great lattes and pastries (raisin muffin was my favorite). Overall the resort is pretty great. I would love to visit next year after the remodel. read more

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A group of us went to dinner here the other day. We spend a couple hundred dollars on dinner. I accidentally left my sunglasses on the table. I called the next morning and was told "if someone found them, they would be in the lost and found". The lost and found didn't have them. I called back to say I know that I left them on the table. They said again, "if someone found them, they would be in the lost and found". Let's think about this. You clear the table off, you know the glasses you are removing from the table are not utensils, or a wine glass, or a plate. They are sunglasses... and they don't belong to you. The right thing is to put them in the lost and found. They did not. They kept them. I'm glad I don't live at this resort where the employees would steal. We will not return and will tell our friends. Shady. (Pun intended). read more

LaPlaya Beach & Golf Resort - The food was decent but the view was amazing :) - Resorts Near Me - Naples, Florida

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The hotel is a older hotel, but I has such a great feel. Perfect location. The dining was great. We saw a weeding on the grounds when we where there. I have stay at 5 star hotels all over the world, and I love the feel of this hotel. I will be back. They also have a club so you can enjoy this great hotel whenever you want. read more

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I am so frustrated. We have been going to Baleen for years and in August we stayed at the hotel. Not once does the front desk ever answer the phone. We had questions about the room before we arrived and I think we left something valuable in the room so we have tried to call about two dozen times and no one ever picks up a phone. We also left two messages for Human Resources and they don't call back. In addition to the above, our stay was horrible. The room wasn't kept up as walls peeling and it's dated. We needed room service for extra blankets and they took a long time to arrive. There were many other issues and they had to comp us a night. read more

Great location with lots of awesome shopping and activities near by. The entire staff from the time you arrive are the most attentive and friendly staff I've ever come across. read more

LaPlaya Beach & Golf Resort - After dinner drinks and view of beautiful sunset. - Resorts Near Me - Naples, Florida

The resort was recently refreshed and updated both structurally and aesthetically following the hurricanes last fall. Climbing out of the grips of a Chicago winter, I found myself looking at the resort's web page, which includes live camera footage from the property, quite a few times in the days leading up to my trip here. This was my first visit to Naples so I didn't really have any preconceived ideas. The property itself was inviting. Highlights included the well-appointed suite and private, very spacious balcony. The resort had approximately four floors, our room was on the second floor which worked out well--could take the stairs instead of relying on the elevator, which could occasionally be arthritic. The fitness center was on the smaller side, but I did take a strength training class here one of the days that I enjoyed. The hotel restaurant, Balene, was excellent, and I had a very memorable meal here--seafood is the star of the show--on my first night in. For daily dining, it would have been nice to have some healthier/grab-and-go food selections since not everyone wants to hit up a supermarket on vacation. There is a complimentary USA Today at the front desk and in-room coffee (k cups). I did not get to experience the spa on this visit but my mother, aka travel companion and partner in crime for this trip, spoke highly of her mani-pedi here (note: they even let you take home the polishes, adorable bottles of sparitual offered in a variety of colors). This is not a place to go on the regular, but for a once-in-a-lifetime experience I feel that my time here was rewarding and pleasant. read more

LaPlaya Beach & Golf Resort - Sunset view from the balcony - Resorts Near Me - Naples, Florida

My family and I booked this hotel thinking it would be as nice as it was when we were here a few years ago. It's terrible! They did not inform us that the hotel would be under construction ! Only the kids pool is open, we are sitting at the beach in a construction site. On top of that there are no water activities. The roofs are leaking water, there was only one elevator working for the whole hotel which caused us to wait too long for elevators. The rooms are nice but we did not come here to sit in the rooms. Horrible experience, very disappointed. read more

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Very Very disappointed. The room cost a fortune and it's condition and appointments were worse than the quality of a roadside motel. The towel rack fell off the wall, and the room had no luxury included amenities--just offered over priced items a la carte like $9 bottles of water-- an insult at $1300 a night, base price. Yes, we can afford a bottle of water, but unacceptable that the room is furnished without even a couple complimentary starter bottles. Everything seems a bit worn and torn in decor, plus food was less special at Baleen than ever it was before. It felt like bare bones and poorly trained staff. The Noble House needs to know that this hotel affiliate is just not up to snuff... Sadly, I will pay up today and won't be back. read more

The club membership is good. Cami is always the most attentive and provides outstanding service. She is kind, friendly and provides an overall excellent experience. So do the valets, beach and pool guys and rest of the staff and servers. Compared to most other clubs and resorts however, the gym is a total disappointment and the air quality there might be hazardous. read more

The food is good here but the service is so bad especially for an expensive and beautiful restaurant. Such a shame. We water about 15m for water, had 2 waiters so we didn't know who to ask, drinks came out with appetizers, waiters would disappear, food came out timely but had to look for wait staff. Really unusual for Naples. We go to the pelican bay restaurant marker 36 and service is always impeccable. Not worth the $ read more

This could be a great hotel. The owners did an update instead of a full renovation and it shows. The beach is gorgeous. Unfortunately I could hear traffic from the street, the bathroom marble top had stains and chips, a glass door was added to the bathtub instead of converting it to a shower, there were paint patches on the walls, entry door looked dirty, only one working elevator which both guests and service people were using, pools need cleaning. Staff wise: people seemed busy doing their work that I, as a guest, was an afterthought. If the staff are too busy and unhappy it comes through. They have a restaurant on the beach which I'd been to before their update. It was great..then. I didn't try it on this trip as I was put off all the little things. The hotel could be great but it needs a complete overhaul and the staff need to be re-trained. read more

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My husband and I are staying here for six nights. It is our first vacation alone without kids. We have been absolutely blown away by the hospitality of the staff. The hotel is very clean and we felt they are taking every precaution needed for COVID. Nick at the front desk has been so wonderful to us on our stay. Normally food at hotels are not that amazing. The food here has been incredible! We have loved everything we have ordered and their drinks are strong & wonderful. We would absolutely recommend this hotel. Location is perfect & rooms, lobby and pools are up to date and fabulous! read more

LaPlaya Beach & Golf Resort - Our seats on private beach. - Resorts Near Me - Naples, Florida

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On the plus side, location. Unfortunately it's a very tired looking facility. Needs a consistent paint job............they did a lot of touch-ups and the paint does not match. Needs a serious cleaning, deep cleaning. Just look at the edges of the floors......very dirty....lobby, halls. Really, really need to get rid of the in-room whirlpools (with shower) from the 70's. No way can a senior get in and out of the shower as a result of the whirlpool. Staff was great. No place close to eat, other than the hotel......so it's pricy & ok food. So, come for the location.......not the facility. read more

As soon as we checked in and got to our rooms the room phone was ringing. The SECOND we walked in. We answer to "Hi we have some bad news, your car has been hit. Can you come to the lobby" and we blew the entire day dealing with the car situation. Walking back and forth to the garage in the rain. Going to pick up the rental. Dealing with the police report. It was a nightmare. Our car was hit by a LaPlaya employee in the parking garage. Carlos, the resort GM lied to us about it. Acted like it was not his problem. Placed all the blame on the valet company, and had a terrible smug attitude. He insulted us. Refused to give us his leader's or the director's contact information. I had a miserable vacation of which I spent the entire time dealing with the vehicle and trying to coordinate having it fixed. I am still dealing with it. I still do not have my car. No one has paid the dealership to have it fixed yet. It's been almost 2 weeks. Carlos never once followed up, checked in, apologized. We had to ask for the refund of our stay and fees since since it was such a horrible experience. He seemed annoyed. Insulted us and said okay well it isn't about the money for us although it may be for you. (It is definitely not about the money for me. I paid for my $3000 stay with my debit card, I didn't use a CC, believe me. Money isn't the issue.) It was the principal. He should've offered to make it right, he should have followed up with us, there's SO much he should've and could've done and didn't. We have been coming to LaPlaya for years. We live an hour away in Weston FL. We could go to the Ritz down the street but we chose your establishment year after year because of the service, the service is just not the same. Carlos' attitude took the cake though. We probably will never return to our disappointment because we loved it there in the past. I honestly cannot believe the experience we had. Still haven't received any kind of follow up and I am still dealing with the car situation and driving a rental. Who's running the place?? LaPlaya's employee crashed into my brand new car and Carlos says it has nothing to do with him. How does that make sense??? How does no one care to provide any sort of customer service. Im appalled.. I cant believe the lack of care or concern and most of all the lies told & rude, terrible attitude. The room was not as clean as it typically is. There were dead bugs in the rail of the sliding door. Sand still in the bathtub. The air conditioning wasn't working great... and when we arrived there were still room service plates outside of the door! The valet and beach set up guys were great! (Only positive factor, you can get that at minimum, anywhere) The beach server (young blonde girl with an accent, don't know her name, she never introduced herself) was down right rude. She attacked us over having a mini cool bag with my 10 month old baby's milk bottles in it because "coolers aren't allowed on the beach" even the other guests around us couldn't believe how rude she was. Should I leave the milk out in the sun to rot??? She needs to be fired but that's a whole other story. By that point I'd felt so abused by their staff I didn't even care anymore I was just ready to go home. The elevator was broken so only one was working. We had to wait atleast 15 minutes...everytime. That was fun holding the baby, and his beach gear, in 90 degree whether (the hallways are outside) and everytime you enter the elevator there's a working taking half of it up with a garbage cart, or laundry cart or room service cart lol the list goes on. I've never been so smushed in an elevator in my life. Thank god Covid is pretty much over. When we checked out we asked again for the higher ups contact info, they refused to give us the directors contact information. To reiterate this... MY CAR WAS CRASHED INTO. MY BRAND NEW CAR!!!! ... and Carlos the RESORT GENERAL MANAGER lied, said it was not LaPlaya's situation to deal with, that it's out of his hands and there's nothing he can do. While saying this he was gesturing washing his hands as in "my hands are clean of this" Oh wait it's even better, when I said "I mean the car only has 200 miles on it and it is instantly depreciated because it was crashed into by your employee, it can't steer and need a whole new axel" and Carlos... again the RESORTS GM says "... it actually has 326 mile on it to be exact." Oh my goodness. You have no idea what it took to not chew this man out. He had such a horrible personality, demeanor and attitude. Im owed an apology, an explanation, I mean hell I'm owed a do over vacation because I need a vacation after that vacation!!! That's how miserable and stressful it has been. With that being said... I need someone to get back to me as I've called and left voicemails to multiple people and no one has called back. I need my car back and no one's is paying the dealership so I can not get it! They told me to pay!!!! Ridiculous!!!! read more