If you have a room with a balcony, outside will be too noisy because of the clubs

Location , very convenient to travel

Stayed in March 2024

Over all my stay at Illusion was ok. But To be honest I think I got the worst room they have. The staff was nice and it’s not their fault I recognize that. First we are 3 people and we got only 2 towels. Fresh towels are given at every 3 days. The shower head is rusty and the toilet doesn’t flush properly and I can go on with other stuff. The AC worked great. For breakfast you had to pay for the eggs, dry toast, no butter or anything. The hotel is run down and it shows it would need some changes and upgrades. The terrace had only four chairs to lie down. I had to sit on the floor. The whole time I was there the pool was never cleaned with cigarette buds in it. I dont usually complain but I feel stuff like this needs to be said. This hotel has a super location and it could offer a much better experience to tourists.

The location and the staff was always nice to me and my kids.

Stayed in March 2024

The hotel is a few meters from the beach but equally close to the nightclubs that play loud music from 10pm till 3am. The room literally vibrated from the noise. Breakfast was on another building close by which was not pleasant nor offered a nice breakfast. Also found the overall room cleansing to be poor.

Spacious room and bathroom, comfortable king size bed, friendly staff.

Stayed in January 2024

When we arrived it was a problem with our room and Jennifer was incredible and arrange us a solution very fast.

Stayed in December 2023

The elevator was not working, which is no problem for us because we typically take the stairs anyway, however this may be a problem for some. There are 4 upper floors of the hotel. We read other reviews that the restaurant was closed and the free breakfast was located in another hotel. Although this was true, the other hotel was just around the corner. It took 1 minute to walk there. So this was also no problem for us. We've walked further to a restaurant located within the same hotel so not sure why this was a complaint for some. The only real complaint we have, and this is of no fault of the hotel, is the noise of the night life. The location is near a corner with a Señior Frogs and a nightclub, so you could hear the base of the music until about 2:30am every night. This would not be good for light sleepers, however we found if we kept the air conditioning and/or ceiling fan on with the outside shutters tightly closed, it drowned out the music somewhat. We also recognize that this is only an issue for people like us who are in bed by 10pm and not participating in the night life. For those going out until 2am, you'll have no issue. When we were walking up the stairs it seemed quieter on the 2nd and 3rd floors than it did on the 4th and 5th floors probably due to the music reverberating off other buildings and echoing on the 2 upper floors but we can't confirm this theory. I'd imagine most hotels near a Señior Frogs or nightclubs anywhere on 5th avenida probably have a similar issue. 5th avenida is extremely busy, loud and lively.

The hotel and staff were really great. We dealt mostly with Jennifer and Sergio at the front desk, both friendly and helpful. Sergio could speak English which was nice however we had no problems communicating with the other staff using translation sites on the phones/computer. The location was very central close to Cozumel ferries, restaurants, shops and the beach. Jose Luis was our housekeeper for most days and he was very polite and did a great job. Our room was refreshed daily and always smelled very clean. We saw other cleaning staff sweeping stairs, cleaning windows and tidying other areas of the hotel every day. We stayed on the 4th floor, pool level. The rooftop pool and area seemed hardly used and nice and refreshing if you wanted a dip without having to deal with beach sand. Personally, we liked that the pool bar was not operational because it was a place to go if you wanted some peace and refuge from the hustle and bustle of all the bars on 5th Avenida. We often used the outdoor shower, located beside the pool, after the beach to wash off sand. We stayed in room 405. It was spacious with a king bed, fridge, safety deposit box, lots of room for luggage and closet space. Everything worked in the room. The shower was great and we never ran out of hot water. The hotel is quaint, definitely boutique style. We would stay again for the price.

Stayed in December 2023

Breakfast was not worth it, also, on our arrival there was some issue with our room they have sent us to a different hotel for the first night which was not suitable and where we were put in a room that smelled horrible and was not suitable for anyone to stay there,we had to refuse and eventually got a different room then had to make a fus to get our original booked room. Shower needs new fittings. After a 15 hour trip is not how you want your holiday to start! Eventually it was ok but not a trip I want to repeat

Great location near the beach, bars and shops

Stayed in November 2023

We were there for two nights, and were provided with one small bottle of water on the first day. We were surprised that we didn’t get water the second day when the room was cleaned. Asked for it, and we were told they only provide it the first day, not subsequent days. When I expressed surprise, they did offer to give me more.

Great location: convenient to both the ADO bus terminals, and the terminal for the ferry to Cozumel. Despite the sees being noisy (lots of bars), our room was quiet. Close to beach.

Stayed in November 2023

- Got upgraded when booked originally, Then got downgraded room when we checked in as we only had 2 people. - flickering lights in the hallway outside room was very hard to sleep with thin curtains. - The staff didn’t fix the problem - we had to hang blankets to dim the light issue. - no shade over pool area.

Great location, good size room

Stayed in September 2023

Not clean at all, no elevator, poor quality mattress Not well kept

Close to beach, friendly staff

Stayed in September 2023

rooms a bit old, breakfast could be better

the location

Stayed in August 2023

The elevator did not work and I was on the 4th floor. The pool is more like a wading/kiddy pool.

The location of the property and the room was amazing. Housekeeping was amazing, especially Irma.

Stayed in July 2023

Elevator didn't work and we were on the top floor.

Quiet, roof pool

Stayed in June 2023

The breakfast wasn't like on the presented picture. It is served in a close by hotel, but it's nothing special, the same every day: small portion of scrambled eggs, 2 toasts and butter, jam, orange juice and coffee. The receptionist couldn't speak much English, but they were friendly.

The pool was nice the room spacious with a big fridge. Beds were really comfy. Staff was friendly. Location great, beach was good but tons of seagrass by this time of the year.

Stayed in May 2023

There should be better courtains as the light comes into the room at night

The location and the price

Stayed in May 2023

Noise was disturbing factor and elevator was a big issue.

Location is in perfect walking distance, room was spacious and clean.

Stayed in April 2023

the elevator didn’t work

perfect location and great price would stay there again

Stayed in April 2023

the rooms weren’t cleaned well, the elevator wasn’t working, the shower curtains were stained and looked like they went through the First World War and back. the hotel needs major renovations and revamping.

the staff was amazing. Osbaldo was so helpful and kind and Gabriel has such a welcoming smile, they were the best part of the hotel.

Stayed in April 2023

Elecator broken. Pool on 4th floor. Up to 5 floors. I got a good discount, so it's a compromise!

Location

Stayed in April 2023

elevator was broken, and the kitchen was down…so we had to go to another property down the road to get the free breakfast. but it was a good breakfast. 4 flights of stairs with a broken elevator was hard. there is a club nearby and loud music until 3am - louder on Saturday and Sunday. if you are wanting to rest and just do tours during the day, that gets old really fast.

easy to get to, center of everything! very nice room - King comfort. big room, next to the pool. very close to the beach, great people at the front, very very clean. AC worked very well!

Stayed in March 2023

It’s close to the loudest pub in town. Impossible to sleep. The breakfast is not inside the hotel but in another hotel few minutes away. The elevator doesn’t work and there are many stairs.

It’s clean

Stayed in March 2023

Some disco noise on some nights

location and relatively quiet

Stayed in February 2023

bed was hard, the elevator didn’t work. We had a lot of luggage. The no elevator made it tough.

location and friendly staff, aesthetically beautiful

Stayed in March 2023

The pool was unusefull, water was dirty

Location

Stayed in January 2023

I didn't like the breakfast. It's' extremely simple. Don't booked with breakfast, do yourself a favor and get breakfast somewhere else. Also it's one block away, in a different hotel. It's not very nice how the place looks, and they wanted to charge me for a glass of milk. Also the views of the hotel are not really what the pictures show. You have to pay extra for those rooms. I wasn't even offered but I only used the hotel to go to sleep with so many activities to do in Playa del Carmen. (If you are going to stay in the hotel, think about the room and try to booked the one with the view. My room didn't have a window).

I really liked the location, and the size of the room. I also loved that even though there is a lot of really loud music in the neighborhood, I didn't hear a thing. I was so scared about not being able to sleep but the room I got was extremely quiet.

Stayed in January 2023