Ratings based on 285 Verified Reviews
They paid and stayed. We double-checked.
4.7 Room cleanliness
4.7 Service & staff
4.5 Room comfort
4.5 Hotel condition
They paid and stayed.
by CB from New York
Nice beach, but it stops there...Posted Mar 5, 2014
The overall hotel is nice and the beach is beautiful. That's the only positive feedback I have for this hotel. I left my stay feeling angry & definitely did not get what I paid for. This is at best a 3 star hotel. Save your money and book the Riu Palace a few doors down, which was amazing. Food is not easy to get at this hotel & there is always a wait. Most all-inclusives have food readily available at buffets. Not here. Dinner is reservation only, no buffet option. Apparently almost all people make their dinner reservations when they book the hotel. Needless to say, this was a frustrating experience & I did not get to even try all the restaurants. The alternative if you can't get a reservation is room service!!! As it turns out, the room service food is better than almost all the restaurants! Portions are very small. Drinks are another story. There's like one bar & if you want a cup of coffee at 5:00, you have to order room service. Lastly, you have wake up at the crack of dawn to reserve a lounge chair near the pool or to cla a beach umbrella. Most beach front hotels offer umbrellas, but at this hotel, I was told that you have to book this when you book the hotel. The only way around it is o go out to the beach at 6am and take one that doesn't have a reserved sign on it. This was my worst vacation ever. I complained to the concierge and to the front desk & they did absolutely nothing. Appalling accommodations!!!
for Couplesby karen from denver
The Room without a viewPosted Mar 5, 2014
Pros: Beautiful grounds and beach. Uncrowded property and warm staff. Boutique hotel feel -
Cons: more beach cabanas for when the property is sold out- although there were enough chairs, there were not enough cabanas.
Location: Location is on a beautiful stretch of white sand beach, walking distance to Playa Del Carmen.
The property is beautiful, the staff is helpful and courteous, the beach is outstanding and the food is the best you will ever get at an all-inclusive. The only issue was in regard to our deluxe garden view room - we were initially put in a room that faced the back fence of the property (no view and no balcony) and all the service carts rolled by our room from dawn until dusk. It was noisy and NOT what we had anticipated having seen other rooms on the property. The hotel management moved us without any issue the next morning when we went to complain, our second room was sublime. I recommend staying at this hotel if you want an intimate setting for a lovely vacation, but be sure you get the room you want when you check in- preferably on the second floor in one of the 3 interior villas on the property...
by A verified traveler
Overall DisappointingPosted Mar 4, 2014
Pros: The pool and beach were very pretty.
Cons: The service and ability to speak english (if that is the majority of their clientele).
We just got back from this hotel yesterday (3/2/2014). I have never written a review before but I felt this hotel warranted it. We were so excited for our trip because this hotel gets such great reviews so this may be partially my fault for having such high expectations. Overall, we were disappointed because of the staff and incredibly slow service. Very few of the staff members spoke English even though most of the people staying there were from the US. The most frustrating was that our Concierge (there is one in each Villa building) really didn't speak English and as a result couldn't find the dinner reservations I had made a week in advance. We had a couple other questions for her but couldn't get any answers due to the language barrier. The other thing that was disappointing was that a hat was taken from my sister's room while it was being cleaned. She told the front desk and they filed a report with security. The room was cleaned again and still no hat. Later that day we walked into the room and the hat was sitting on the bedside table. Someone had clearly taken it and then put it back. Very disconcerting. Most of the food was good. Palazzo was medicare at best. The Grill and Las Ventanas were both good. I would note that the scallop dish I ordered at La Ventanas was small and had nothing besides 8 mini scallops. The rice appetizer was wonderful though and i considered ordering another when my meal didn't fill me up.
for Everyoneby Laura from California
Exceptional Service, Nice area, beach not seclusivPosted Feb 25, 2014
Pros: The Japanese restrauant, Azia, was by far our best dining experience. However, all the food was first class, right along with the service.
Cons: We had a ground room floor which I would not recommend. The doors and walls are not insulated that well and we were awoken by slamming adjacent doors.
We stayed recently in late february 2014 and has an amazing stay. The service at the hotel is first rate from arrival to departure with zero exceptions along the way. our concierge arrange for several outings for us that were great. My advise if you don't like amusement park type activities you skip the Xel-Ha trip and opt for the lagoon area at the Akumal area instead. Xel-Ha was the only experience less than exceptional, but the snorkeling there was great. You cannot snorkel in the water directly in front of the hotel, too much boat and jet ski activity. I would have liked to see a more reclusive beach, but being so close to Playa Del Carmen you have to expect that. The number of locals selling items on the beach is very low. All the local people are friendly and most speak fluent english. For snorkeling, take a taxi to Akumal and go to the lagoon area. the experience is phonom. Literally, once in a lifetime. You can also easily walk into town and grab a beer and some more upscale shopping. Don't bother trying to barter with the shops. They won't budge. Not what I remember on my traditional trips to the area more than 10 years ago. It's become more touristy and hard to get a good deal. For the price on this hotel it is really exceptional. The food was amazing in every restrauant, even the breakfast and lunch areas are really great. The house wine is fine with dinner, and the wine list available outside that is significantly overpriced based on CA.
for Everyoneby Natalie from Laguna Beach, CA
Excellent ServicePosted Feb 20, 2014
Pros: The resort was very quiet and relaxing. The spa was incredible. We stayed in building 30 and LOVED our concierge, Hector. He was awesome!
My husband and I traveled from Los Angeles to Playa to celebrate my birthday and LOVED the resort! We had only one complaint, which was relative to the pool situation. Prior to our trip we researched the resort rather well and, based on the information we found online, we were under the impression the pool facilities were a bit more regulated. The resort is rather small, which is great, however the chairs at the pools are limited. The information we found stated there were no reserved options for chairs and/or lounges as they are available on a first come, first serve basis and in the event you are away from your chair/lounge for more than 20 minutes they are to be forfeited. This was absolutely NOT a policy that was enforced. We are early risers. We were up and eating breakfast by 7:30 (at the latest) every morning and the chairs were ALL taken with towels, books, etc. (NOT PEOPLE) by 7:30 am. Some of these were vacant, aside from personal belongings left to 'reserve' the seats until 11:00 and 12:00 noon. It was a bit frustrating for us, along with the fact that some of these chairs held 3 and 4 towels each and there were several days during our stay we were unable to attain beach towels because they were all handed out. If our purpose for the trip had not been solely to relax at the beach/pool, this may not have been much of an issue. Unfortunately, we were very much looking forward to the pool/beach and because of this practice we were a bit frustrated.
for Otherby Rene from Boston, MA
Quaint, Adults Only Resort with a Personal TouchPosted Feb 17, 2014
Pros: We LOVED pretty much everything about this resort but specifically: The Staff, Size, Beach, Resort Activities, and the Food.
Cons: This is usually the easy question - what could be better - but honestly, I am at loss without being "nit picky" so I'll leave it at that.
Location: In a gated hotel area, just over a mile outside of Playa del Carmen's 5th Avenue, you have a great beach, road for running or biking, shopping, etc.
When it comes to vacations - give me a beach, warm water and lots of sun - and I can make the best of anything. However, it is always a pleasure when you need not manage your expectations with your temporary living arrangements - because your expectations are continually exceeded! The RHP was a pure delight to call home for a week. The resort is small in comparison to others, with only 200 rooms. The layout involves a set of 12 separate buildings or villas which on average, have less than 20 rooms. Each villa has a dedicated concierge that will arrange dinner, recommend excursions, fulfill special requests, and have maintenance at your door in under 5 minutes to open your safe! The size of the resort makes for a more intimate experience; and by intimate I don't mean to imply that you are obligated to hang out with your villa "mates," but rather that you will be on a first name basis with the wait staff, restaurant managers and activities associates - and they with you, and that RHP can and do, do some of those "little things" that the larger resorts cannot - such as being greeted by a plate of chocolates and fruit candy placed in our room, on Valentines Day. Pools are "hidden" all over the property in addition to 2 larger ones that are beachside. The grounds are impeccable! Food and drinks are tops - many organic ingredients and top shell liquors. The beach is breathtaking and lounge chairs are plentiful. This was a peaceful, kid-free, paradise.
for Couplesby K from Boston
Wonderful Resort.Posted Feb 14, 2014
The Royal Hideaway is a special property. It is an upscale, couples oriented resort. The food and service is wonderful. It is a little more formal than some resorts so it may not be for everyone. It is quiet and restful.
by Randy from Philadelphia
A disappointing tripPosted Feb 13, 2014
Pros: Beach, Breakfast, lunch and staff
Cons: rooms are old and smell
Hotel gets good reviews from Expedia but I am surprised more people do not come back complaining about mildew in the rooms that get in to your clothing, luggage, shoes etc. We have been on many trips through the Caribbean and this is the first time we ever encountered something like this. The interesting thing at RH is you notice a faint smell in the rooms, very old, musty but the real trouble comes in when you get back home. We literally had to throw many large items away. The restaurants except for the deck for breakfast and lunch were mediocre at best. The Japanese is like a bad Benihanna and the sushi quality is poor The top gourmet restaurant would not last 3 months in a major city that has quality restaurants Surprising with all the fresh fish in Mexico you could not get a simple grilled fish at the resort The staff was very nice and the beach in Playacar is beautiful There other other resorts I would try before deciding to stay at the RH
for Couplesby Robin from Chicago
A well-named resortPosted Feb 3, 2014
Pros: We ate at a different restaurant at the resort each night, and had a wonderful meal every night.
Location: Borrow a bike and ride into Playa del Carmen, go windsurfing or scuba diving.
The Royal Hideaway is a very fancy all-inclusive resort. Walking along the beach, it is obvious that many of the neighboring resorts are much more impersonal, but at the Royal Hideaway they knew us by name, and we enjoeyed getting to know some of the staff.
for Everyoneby Dave from Williamsburg, VA
Nice clean hotel by the airport.Posted Feb 2, 2014
Pros: The location was perfect and it was extremely clean.
Location: Richmond International Airport is close by.
The Hilton Garden Inn that is in Richmond by the airport is an extremely nice property. The front desk staff were excellent. We used the shuttle to and from the airport without any issue. Both drivers were on-time and friendly. I would definitely stay at this property again.