Outdoor pool, sun loungers

Reviews of Royal Hideaway Playacar All Inclusive - Adults only

4.5 out of 5
Royal Hideaway Playacar All Inclusive - Adults only
Lote Hotelero No 6 Desarollo, Playa del Carmen, QROO

Reviews

8.8

Excellent

Rating 10 - Excellent. 619 out of 1005 reviews" "
Rating 8 - Good. 204 out of 1005 reviews" "
Rating 6 - Okay. 91 out of 1005 reviews" "
Rating 4 - Poor. 57 out of 1005 reviews" "
Rating 2 - Terrible. 34 out of 1005 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

8.4/10

Amenities

8.8/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

8/10 Good

Catherine

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Don't waste your money on the Relax Pool rooms. Seems like anyone can use them regardless of what room you are in. Resort lacks evening entertainment. Otherwise a very nice place and great beach!
Stayed 9 nights in Feb 2024

10/10 Excellent

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Royal Hideaway was an absolute gem. I’ve never felt safer in Mexico. The area was very secure and the property was pristine. We will for sure be visiting again!
Stayed 4 nights in Mar 2024
Response from Community Manager on Mar 28, 2024
"Thank you, Jennifer, for your glowing review of Royal Hideaway on Expedia! We're thrilled to hear you felt safe and enjoyed your stay with us. Providing a secure and pristine environment for our guests is our top priority. We can't wait to welcome you back for another wonderful experience. Your feedback means a lot to us!Best regards,Alberto PerezCommunity Manager"

6/10 Okay

Jerzy

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 7 nights in Mar 2024
Response from Community Manager on Mar 26, 2024
Hola Jerzy,Gracias por compartir tu experiencia en nuestro hotel. Valoramos tus comentarios y lamentamos cualquier inconveniente que hayas experimentado durante tu estancia. Tu satisfacción es nuestra prioridad, y nos gustaría abordar cualquier problema que hayas tenido. Si hay algo específico que te gustaría discutir, no dudes en contactarnos directamente.Atentamente,Alberto PerezCommunity Manager

10/10 Excellent

Kenneth

Traveled with partner
Liked layout and people. Did not like lack of pool chairs.
Stayed 5 nights in Mar 2024
Response from Community Manager on Mar 26, 2024
Hello Kenneth,We sincerely appreciate your excellent rating and kind words about our hotel. We're delighted to hear that you enjoyed the layout and atmosphere, and we take note of your comments regarding the availability of pool chairs. We will work on improving in that area to ensure all our guests have a comfortable and enjoyable experience.We look forward to welcoming you back in the future.Best regards,Alberto PérezCommunity Manager

10/10 Excellent

Jordan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool, beach, food and drinks were great - all contributing to a great time in Mexico.
Stayed 5 nights in Mar 2024
Response from Community Manager on Mar 19, 2024
Estimado Jordan,¡Gracias por tu excelente reseña! Nos alegra saber que disfrutaste de la piscina, la playa, la comida y las bebidas durante tu estancia. Nos esforzamos por brindar experiencias memorables a nuestros huéspedes, y nos complace saber que contribuimos a que tu tiempo en México fuera excelente.Esperamos darte la bienvenida nuevamente en el futuro para otra experiencia increíble.Saludos cordiales,Alberto PerezCommunity Manager

10/10 Excellent

Kelly

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
March 1, 2024 – March 9, 2024 Stayed in building 25 From the time we got off the private shuttle from the airport until we boarded the same for the trip back we were very impressed. We were met at the front desk with libations that set the tone for the entire trip. In no time we were in our room heading out to dinner on the deck looking at the beautiful view and loving the breeze and the sounds of the waves hitting the beach. We had made reservations for dinner before arrival for each night at a different restaurant, usually at 7pm, the communication with the resort really helped great getting everything set for our trip. Our first full day was spent poolside. Enjoyed a fantastic breakfast with omelets made to order while you watched, and mimosa’s served by a super friendly staff. The servers kept palomas coming until it was time for water aerobics in the infinity pool. The activities crew was excellent, especially Rinaldo (call me sexy Ray), Carlos & Tristan. They kept the day entertaining with announcements, games, classes and emceeing almost everything at the resort. We really enjoyed many of the extra’s offered from tequilla tasting to silent disco, to painting classes, to 4 outstanding full stage shows. The dinners were all 5 star, each plate was a work of art. The amazing bartenders kept the party going with their specialty drinks. (we usually arrived a half hour early) to the incredible and different selections offered at all of the restaurants. Highly recommend
Stayed 8 nights in Mar 2024
Response from Community Manager on Mar 19, 2024
Dear Kelly,Thank you so much for sharing your amazing experience with us! We are thrilled to hear that you had such a fantastic time during your stay with us at Building 25. It's wonderful to know that you enjoyed the welcoming atmosphere, delicious meals, and refreshing drinks.We greatly appreciate your kind words about our staff and the various activities and amenities we offer. It's our goal to provide unforgettable experiences for our guests, and we're delighted that we were able to exceed your expectations.We look forward to welcoming you back for another outstanding stay in the future!Best regards,Alberto PerezCommunity Manager

10/10 Excellent

Nicole

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was extremely friendly and helpful whenever we had questions. The concierges were very professional and helped book whatever we needed for our trip. We really liked how the property is separated into little villas and there's multiple relaxation pools. It makes it feel more peaceful! The drinks were pretty good and the breakfast buffet at the grill was delicious. The biggest con was the dinners. The food at every restaurant took a long time to come out and the quality was mid. We weren't expecting fine dining of course but they defintely can improve upon the quality. My fiance got steak at Spices and Azia and it was grey and chewy both times. We honestly think the steaks were microwaved. The wait time at Azia was also the worst by far. It took an hour to get two main courses so that was a bit unexpected. The best experience we had here was the Balinese bed on the sand. We got delicious food from a special pre-fixed menu, a bottle of sparkling wine, and an entire day on a comfy beach side bed! I definitely recommend it as a fun add on. Overall, we enjoyed our stay here!
Stayed 5 nights in Mar 2024
Response from Community Manager on Mar 13, 2024
Dear Nicole,Thank you so much for taking the time to share your feedback with us. We are thrilled to hear that you had an enjoyable stay and that our staff was able to assist you with any questions or needs you had during your visit. It's wonderful to know that you appreciated the professionalism of our concierges and the peaceful ambiance of our property, with its separate villas and relaxation pools.We're delighted to hear that you enjoyed the drinks and breakfast buffet at the grill. However, we sincerely apologize for the inconvenience you experienced with the dinner service. Your feedback regarding the quality and wait times at our restaurants is invaluable, and we will certainly take it into consideration as we strive to improve our dining experience for all our guests.We're glad to hear that you had a fantastic experience with the Balinese bed on the sand. It's one of our special offerings, and we're thrilled that you enjoyed the delicious food, sparkling wine, and beachside relaxation.Thank you once again for choosing to stay with us and for recommending the Balinese bed experience. We hope to have the opportunity to welcome you back for another wonderful stay in the future. If you have any further feedback or questions, please don't hesitate to reach out to us.Warm regards,Alberto PérezCommunity Manager

10/10 Excellent

Helene

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This was our 2nd time at this resort!! We loved everything about it. The beach is spectacular, the food amazing. You have to go to the restaurant Las Vantanas. Carlos Quintal, the host, and Pedro will make your evening very enjoyable. We went there 3 times for supper. The Palazzo is also very good. The staff is working non stop. The room are very nice with a large bathroom and plenty of space to store you belongings. A nice « crema de tequila » after supper made it all perfect. We’ll come back for sure!
Response from Community Manager on Mar 11, 2024
Dear Helene,Thank you for your 5 out of 5 review! We're thrilled to hear that you enjoyed your second stay at our resort and loved everything about it. We appreciate your kind words about our beach, food, and Las Ventanas restaurant. It's wonderful to know that Carlos Quintal, Pedro, and our team made your evenings enjoyable. We look forward to welcoming you back for sure!Best regards,Alberto PérezCommunity Manager

10/10 Excellent

Rachael

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had an incredible experience here. would absolutely recommend to anyone wanting a luxury vacation.
Stayed 4 nights in Mar 2024
Response from Community Manager on Mar 11, 2024
Dear Rachael,Thank you for your excellent rating and for recommending our resort! We're delighted to hear that you had an incredible experience with us. Providing luxury vacations and memorable stays is our top priority, and we're thrilled that we could meet your expectations. We hope to welcome you back for another wonderful experience in the future!Best regards,Alberto PérezCommunity Manager

6/10 Okay

William, Runnells

Traveled with group
Liked: Cleanliness, staff & service
Beautiful grounds, friendly staff, clean rooms. Smaller resort with not a lot of night life. The night shows were lacking. The relax pools were nice but the pictures are deceiving. Everyone can use them, they are not right outside your rooms and the hot tubs have been cold for years. Food was mediocre, typical resort food. There is no buffet at night. You need a reservation to eat at night or room service is your only option. We had a great time but not a resort we would book again.
Stayed 9 nights in Feb 2024

6/10 Okay

Shanna Marie

Stayed 4 nights in Mar 2024
Response from Community Manager on Mar 28, 2024
"Thank you for sharing your feedback, Shanna Marie. We value your input and are sorry to hear that your experience at our establishment fell short of expectations. We strive to provide exceptional service and will take your comments into consideration to improve. If you have any further concerns, please don't hesitate to reach out to us directly. Sincerely,Alberto PerezCommunity Manager"

10/10 Excellent

sharon

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property and the rooms were beautiful and well maintained. We loved our view from the balcony. The beach is beautiful and has been improved since last year with many yards of added sand. We enjoyed each of the restaurants and bars each night. The food choices and meals were excellent! We enjoyed the kind and helpful staff. This is our second time staying here and we will definitely return again. We feel very welcome and safe at this resort.
Stayed 10 nights in Feb 2024
Response from Community Manager on Mar 11, 2024
Dear Sharon,Thank you for taking the time to share your wonderful experience with us! We're thrilled to hear that you enjoyed your stay and that you found our property and rooms beautiful and well-maintained. It's fantastic to know that you appreciated the improvements made to the beach and that you enjoyed the food choices at our restaurants and bars.We're especially glad that you felt welcome and safe during your stay, as providing a comfortable and secure environment for our guests is paramount to us. We look forward to welcoming you back for another memorable stay in the future!Warm regards,Alberto PérezCommunity Manager

10/10 Excellent

Robert

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Small comfortable resort. Beautiful beach. Excellent food. Needs flowers within the resort property. Lacks colour.
Stayed 7 nights in Feb 2024
Response from Community Manager on Mar 6, 2024
Thank you, Robert, for your feedback! We're glad you enjoyed your stay, the beach, and our food. We'll consider your suggestion about adding flowers for more color throughout the resort. We hope to welcome you back soon!Sincerely,Alberto PérezCommunity Manager

10/10 Excellent

Lanelle

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My husband and I had a wonderful time.
Stayed 6 nights in Feb 2024
Response from Community Manager on Mar 4, 2024
Dear Lanelle,Thank you so much for your fantastic review! We're thrilled to hear that you and your husband had a wonderful time during your stay with us. Your satisfaction is our top priority, and we're delighted that we could contribute to making your experience memorable.If there's anything else we can do to make your next visit even more enjoyable, please don't hesitate to let us know. We look forward to welcoming you back to the hotel soon!Best regards,Alberto Pérez

8/10 Good

Lori

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean friendly, food was good. Only negative was not enough pool lounge chairs to accommodate the guests. To get lounge chair by the pool you had to get up at 5:30am. Would go back again.
Stayed 8 nights in Feb 2024
Response from Community Manager on Mar 2, 2024
Dear Lori,Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our hotel to be clean and friendly, and that you enjoyed the quality of our food. Your compliments mean a lot to us!We apologize for any inconvenience regarding the availability of pool lounge chairs. We understand how important it is to have enough seating for all our guests, and we will certainly take your feedback into consideration as we strive to improve our services.Despite this issue, we're thrilled to know that you would consider returning to our hotel. We look forward to welcoming you back for another enjoyable stay. If there's anything else we can do to enhance your experience, please don't hesitate to let us know.Warm regards,Alberto PérezCommunity Manager

8/10 Good

Jody

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service
Royal Hideaway is a beautiful property. The room was comfortable and clean. The staff is exceptional! Very little information is communicated at check-in regarding restaurant reservations and the availability of the amenities. Make your dinner reservations prior to your arrival. We were placed in 9pm time slots for dinner each night. The same thing with the Spa, very limited availability. Pool loungers are "saved" by 6am each morning. Again, the staff was EXCEPTIONAL!
Stayed 4 nights in Feb 2024
Response from Community Manager on Feb 29, 2024
Dear Jody,Thank you for taking the time to share your feedback about your recent stay at Royal Hideaway. We are thrilled to hear that you found our property beautiful and that your room was comfortable and clean. Providing a welcoming and relaxing environment for our guests is our top priority.We appreciate your kind words about our exceptional staff. Ensuring that our guests feel well taken care of is something we take great pride in, and we are delighted to hear that our team made a positive impression on you during your stay.We apologize for any inconvenience you experienced regarding the communication of information at check-in regarding restaurant reservations and the availability of amenities. Your feedback is valuable to us, and we will take steps to improve our communication processes to ensure that all guests have a seamless experience from the moment they arrive.Thank you for sharing your tip about making dinner reservations prior to arrival. We will certainly take this into consideration and work to improve the availability of dining options for our guests.Regarding the limited availability at the spa and the issue with pool loungers being saved early in the morning, we apologize for any frustration this may have caused. We will review our processes and make necessary adjustments to ensure a more equitable experience for all guests.Once again, thank you for your valuable feedback. We hope to have the opportunity to welcome you back to Royal Hideaway in the future and provide you with an even more exceptional experience.Warm regards,Alberto Pérez

8/10 Good

Nelson

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We've stayed here before and its always a good time. My wife and I love the smallness and privacy. Food could/should have been better but it was still good. LOVE walking around the resort and outside the resort sightseeing through the local town of Playa del Carmen.
Stayed 6 nights in Feb 2024
Response from Community Manager on Feb 28, 2024
Dear Nelson,Thank you for choosing us again! We're delighted to hear that you enjoyed the intimate and private atmosphere. Your feedback on the food is noted, and we appreciate your honesty. We're thrilled you love exploring both the resort and the charming town of Playa del Carmen. We look forward to welcoming you back for another great experience!Best regards,Alberto Pérez

10/10 Excellent

John

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice rooms, landscaping, beach. Even if you got to the pool by 7 am you couldn't get a seat (towels left on chairs). Same for the beach by 9 am. Three main restaurants in the main building were great. the Grill and the Mexican restaurant only average. We had a large group of 12, so understandable, but trying to schedule dinners together was a nightmare; often split on multiple tables, and sometimes not sitting down until 9 pm, then rushed (that was in the Grill).
Stayed 8 nights in Feb 2024
Response from Community Manager on Feb 28, 2024
Dear John,Thank you for taking the time to share your detailed feedback. We're delighted to hear you enjoyed our nice rooms, landscaping, and beach. However, we apologize for any inconvenience regarding the pool and beach seating, as well as the challenges with scheduling group dinners. Your comments are valuable, and we'll use them to enhance our services. We're pleased to know the main restaurants met your expectations, and we'll work on improving the experience at the Grill and Mexican restaurant.We appreciate your understanding and hope to welcome you back for an even more enjoyable stay.Best regards,Alberto Pérez

8/10 Good

Kimberly M

Traveled with group
Liked: Cleanliness, staff & service
This was our 12th time to this property. We love it so much we just keep returning your after year. As with anything, there are pros and cons to any resort or property. Of the things we love about the Royal Hideaway is the location and the size of the property. We are not partiers so we don’t need somebody squawking in our ear all day long at the pool when all we want to do is relax and enjoy the incredible view. The property does need some updating in the lobby, restaurants and in the hotel rooms themselves. Lots of wear and tear. The sea air is incredibly harsh and the property is showing need of TLC. However, that being said, we love it there and know that they will address the issues.
Stayed 6 nights in Feb 2024
Response from Community Manager on Feb 28, 2024
Dear Kimberly,Thank you for being a loyal guest and choosing our property for the 12th time. We appreciate your feedback and are delighted to hear about your love for the location and the property's size. Your insights on the need for updates are valuable, and we assure you that we are committed to addressing these concerns to enhance the overall experience. We're grateful for your understanding and look forward to welcoming you back for an even more enjoyable stay.Best regards,Alberto Pérez

10/10 Excellent

Lisa

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent all inclusive that ticked all of our boxes! The staff is outstanding! The food is amazing. We enjoyed our time at RH and will surely return.
Stayed 7 nights in Feb 2024
Response from Community Manager on Feb 23, 2024
Dear Lisa, We thank you for your comment about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

10/10 Excellent

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed Feb3-10 2024 - I have never written a review before, and feel compelled to do so. I feel so badly for those who had a negative experience, because ours was nothing but amazing. From the food to the beach to the staff to the surrounding area - this was a five-star experience. We stayed in room 2723, which was perfectly placed (not an ocean view). The food exceeded my expectations day after day (tip: you can order as much as you want from the menu - AND the chefs at each restaurant are generally willing to make you something off the menu should you not find what you're looking for). The location was brilliant - you could walk 45 minutes along the beach in one direction and 20 minutes the other way and then you hit Playa del Carmen. The service was top notch. We loved the size of the resort - it only had 200 rooms, so it was small enough for easy walking but large enough to have all the amenities. The only criticism I would have was the amount of time it took to check in. Suggestions: 1) you can book your dinner reservations up to a week prior to your arrival. If you're specific with which restaurant you want each day and the time you'd prefer, you will be set for your week! 2) if you're interested in any of the "popular activities" during the day (like Tequila tasting or sushi making classes), sign up for them immediately at the towel hut. I have never wanted to go back to a resort for a second visit, but we'll definitely be heading back to this one!
Stayed 7 nights in Feb 2024
Response from Community Manager on Feb 16, 2024
Dear Jennifer,We would like to thank you for choosing Royal Hideaway Playacar once again for your holidays and for sharing this wonderful comments of your recent stay with us, it is indeed very rewarding to read that we keep on meeting all your holiday needs and wishes every time. We were delighted to read that you have enjoyed all the details we take pride in offering our guests. As our regular practice, we have been happy to share your wonderful comments to our team who constantly work on ensuring that all of our guests have an unforgettable experience.We hope you will keep us in mind for another visit very soon. Kind regards

4/10 Poor

David

Traveled with group
Disliked: Amenities
No concierge as advertised, toilets didn’t work, power to our building kept going out, not enough beach chairs or pool chairs, no spa credits as advertised.
Stayed 6 nights in Feb 2024
Response from Community Manager on Feb 13, 2024
Dear David,We sincerely appreciate the time you have taken to share your opinion after your visit to our Royal Hideaway Playacar hotel. Our guests' opinions are of utmost importance to ensure that our service standards are met at all times. Please accept our most sincere apologies for the inconveniences that occurred during your stay, which will be transmitted to our team for improvement.We sincerely hope that you will give us another opportunity to demonstrate our true level of hospitality and interest in serving you properly in the future.Kind regards

8/10 Good

Angela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Jan 2024
Response from Community Manager on Feb 13, 2024
Dear Angela, We thank you for your ratings about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

10/10 Excellent

Lorrie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a nice resort…. No real faults…it would be nice if you could police the reserving of the pool loungers … they were all taken by 7:30 am 7 of the 9 days we stayed
Stayed 9 nights in Jan 2024
Response from Community Manager on Feb 6, 2024
Dear Lorrie, We thank you for sharing your feedback on your recent vacation with us, our main goal is to ensure that we continue to provide unforgettable experiences for our guests and your comments help us to do that. We appreciate the time you took to share your constructive comments.Once again we thank you for choosing our hotel for your vacation and hope to have the opportunity to serve you again in the future.Best regards

10/10 Excellent

Michael

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a wonderful time at the Royal Hideaway. The property is small which makes getting back to your room easy when you want to. Staff was excellent and bent over backwards to accommodate any requests. Food was terrific with the best dine in options of “The Grill” and “Pollazzo” in our opinion. The others were just “too fancy” for our liking. The resort is showing its age though but taken care of. One disappointment was the beach conditions on the resort property. Rude and careless guests would leave trash on the beach but not picked up for hours as well as the beach was not groomed like other resorts next door getting rid of seaweed and debris. That was THE ONLY thing I could changes This was an amazing stay and we hope to return again and again, anyone will not be disappointed with the Royal Hideaway in PlayaCar
Stayed 7 nights in Jan 2024
Response from Community Manager on Feb 6, 2024
Dear Michael,We would like to thank you for the very positive comments you shared regarding your recent visit to our hotel, we are delighted to know that we were able to meet your expectations.We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

10/10 Excellent

Julia

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort was exactly what I was looking for this winter: beautiful property, great service, quiet and elegant. I had heard about Royal Hideaway years ago from friends and the place was everything I had been told by friends who stayed here before. We were particularly impressed with the food -- all the restaurants were amazing! (and I come from a big Northeastern city renowned for its restaurants). My one tip -- we made reservations before we arrived so no issues with that. True -- no loud discos, etc, but I consider that a plus! The place was truly "all-inclusive" in the best sense or the word.
Stayed 5 nights in Jan 2024
Response from Community Manager on Feb 1, 2024
Dear Julia,We appreciate your comment about your vacation at our Royal Hideaway Playacar hotel; The satisfaction of our guests is our main objective and there is nothing better than knowing that we have achieved it.We are delighted to know that we have managed to exceed your expectations in terms of hospitality and service provided, the kindness and friendliness of our staff is one of the greatest strengths of our hotel.Once again we thank you for choosing our hotel for your vacation and we hope to have the opportunity to serve you again in the future.Kind regards

10/10 Excellent

Eduardo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beers
Stayed 6 nights in Jan 2024
Response from Community Manager on Jan 30, 2024
Estimado Eduardo,Le agradecemos sus calificaciones sobre sus vacaciones en nuestro hotel Royal Hideaway Playacar; la satisfacción de nuestros huéspedes es nuestro principal objetivo y nada mejor que saber que lo hemos conseguido. Estamos muy contentos de que el hotel y el personal hayan podido cumplir con sus expectativas durante su estadía.Nos alegra que sus vacaciones hayan sido una experiencia increíble y que haya disfrutado de todo lo que tenemos para ofrecerle, esperamos que nos tenga en cuenta para otra visita muy pronto.Saludos cordiales

10/10 Excellent

Henry William

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved the Royal Hideaway Playacar! Great food, excellent and friendly staff who went out of their way to make our stay even better, lovely quiet location - it is a "hideaway" indeed! We particularly enjoyed having a very extensive menu of Mexican food, including several dishes we have never seen in any of our more than 20 visits to various parts of Mexico! Mochas Gracias to all the staff and managers!
Stayed 14 nights in Jan 2023
Response from Community Manager on Jan 19, 2024
Dear Enrique William,We would like to thank him for the lovely review he shared following his recent visit to Royal Hideaway Playacar and we are delighted to know that we were able to meet his expectations.We are very pleased to read that you have enjoyed our services and the excellent treatment provided by our team and the multiple culinary delights prepared by our professional Chefs, who always strive to offer a wide variety of typical delicacies to please all palates and we thank you. that you have let us know that we could conquer yours.Our team looks forward to welcoming you home on a future occasion!

6/10 Okay

Jacob

Traveled with partner
Liked: Cleanliness, staff & service
I don't want to be negative at all but, want to be transparent for other travelers weighing their options. This stay was not the 4 star resort experience I was expecting when I signed up for the place - food was.. okay, AC kind of worked, in room fridge was a touch colder than warm at best. That being said, the staff was, for the most part, very friendly and willing to help out with whatever we needed.
Stayed 9 nights in Jan 2024
Response from Community Manager on Jan 15, 2024
Dear Jacob,Firstly we thank you for making our resort your choice hotel for your holidays, although we regret that we fell a little short of your expectations this time around.In reference to your constructive comments, let me know that we have shared them with our management team in order to work on the improvements for your future visit, we offer you the deepest of apologies to know that the experience was an experience that does not represent our brand's standards, and as such, has been an unusual exception.We look forward to welcoming you back to provide you the memorable stay that you deserve.

8/10 Good

Olivier

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Dinner experience is outstanding. Quality of food is very good (for an all inclusive reaort thia is really outstanding). Service could be better (specially at lunch time or breakfast). It seems that there are a lot of new people and high standards training seems to be missing. This is unfortunate because this can attract negative vibes to the dining experience. Other than that it is a pretty good resort. My recomendation will be to increase communication between different teams. If you ask something to a staff member that cannot directly be handled by him the message will very likely not be transmited to the right person and whatever was requested will not be done (no follow up neither). This was the case when requested 4 times to the reception desk, housekeeping, maintenance staff, and one waiter at the restaurant if they could deliver the Expedia VIP amenity to the sexond room we booked. They never delivered the sparkling wine bottle. Also same category rooms can be different. We had to change room the second day (first 2516 is really dark with no view, second room was the same but much better view and light located on the first floor). Overall it is a great experience and all staff is really friendly. We will probably come back next year, hoping that extensive training is provided to the new staff members.
Stayed 5 nights in Dec 2023
Response from Community Manager on Jan 10, 2024
Dear Olivier,We thank you for sharing your opinion about your stay at Royal Hideaway Playacar.We greatly appreciate the time to share your experience with us, your rating allows us to detect our areas of opportunity that will undoubtedly allow us to improve as a team.Once again, thank you very much for choosing our hotel on this occasion, we hope to have the opportunity to serve you again in the near future.Sincerely,

8/10 Good

Nelson

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 6 nights in Jan 2024
Response from Community Manager on Jan 10, 2024
Dear Nelson,We thank you for sharing your opinion about your stay at Royal Hideaway Playacar.We greatly appreciate the time to share your experience with us, your rating allows us to detect our areas of opportunity that will undoubtedly allow us to improve as a team.Once again, thank you very much for choosing our hotel on this occasion, we hope to have the opportunity to serve you again in the near future.Sincerely,

10/10 Excellent

Courtney

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Dec 2023
Response from Community Manager on Jan 30, 2024
Dear Courtney, We thank you for your ratings about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

10/10 Excellent

Carlos Eduardo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to relax and rest with great food and service.
Stayed 6 nights in Dec 2023
Response from Community Manager on Jan 8, 2024
Dear Carlos,We appreciate your ratings about your vacation at our Royal Hideaway Playacar hotel; The satisfaction of our guests is our main objective and there is nothing better than knowing that we have achieved it. We are very happy that the hotel and staff were able to meet your expectations during your stay.We are glad that your vacation was an incredible experience and that you enjoyed everything we have to offer, we hope that you will consider us for another visit very soon.Kind regards

10/10 Excellent

Rose

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Outdated but clean and beautiful. Staff was great. Entertainment activities were great. Tristan from the Entertainment team helped us a lot. He was amazing! Yunoel and Viri were amazing! Their games were fun. The restaurants were nice although not every dish we had was good. You need to make reservations for dinner well ahead of time. Our concierge, Stephanie, helped us with that. The NYE special and NY buffet were delicious. All servers were amazing! We were helped by Eduardo for poolside and beach food and drinks. He was nice, friendly, and always willing to help! All our other servers were polite and welcoming! Our experience at the RH was good because of the staff and their activities! The area is clean. The beach is beautiful. It does get busy though so going early is better to ensure you get a spot by the poolside. Shopping area right across the hotel. It’s a cute little subdivision area.
Response from Community Manager on Jan 4, 2024
Dear Rose,Thank you for taking the time to write and share your recent experience in our beautiful resort. We are very glad to learn that your stay was a most pleasant one and we appreciate your wonderful comment about the staff and our property. We will share your feedback with the Operations staff, especially with Tristan, Yunuel, Eduardo and Stephanie we are sure they will be pleased to know their efforts have been appreciated. Thank you again for this heartwarming review of your stay with us, we look forward to your next visit.

8/10 Good

Luciano

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pobre variedad en alimentos, bebidas muy bien.
Stayed 2 nights in Dec 2023
Response from Community Manager on Jan 8, 2024
Estimado Luciano, Le agradecemos que haya compartido su opinión sobre sus recientes vacaciones con nosotros, nuestro principal objetivo es asegurarnos de seguir proporcionando experiencias inolvidables a nuestros huéspedes y sus comentarios nos ayudan a ello. Apreciamos el tiempo que se ha tomado para compartir su opinión y comentarios constructivos.Hemos tomado en cuenta sus comentarios y lamentamos sinceramente que no cumplieramos con toda su expectativa.Una vez más le agradecemos que haya elegido nuestro hotel para sus vacaciones y esperamos tener la oportunidad de servirle de nuevo en el futuro.Saludos cordiales

10/10 Excellent

Chantal

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Community Manager on Jan 2, 2024
Dear Chantal.Thank you for your evaluation during your stay at Royal Hideaway Playacar, we are delighted to read that we were able to meet your expectations. Until then, we continue to place ourselves at your service. Thank you!

6/10 Okay

Martin

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Yy
Stayed 7 nights in Dec 2023
Response from Community Manager on Jan 2, 2024
Dear Martin.Thank you for your evaluation during your stay at Royal Hideaway Playacar, we are delighted to read that we were able to meet your expectations. Until then, we continue to place ourselves at your service. Thank you!

10/10 Excellent

Mark

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
The property was amazing, the food was incredible, the staff was excellent. The only issue I had was we paid more money ($100 per night) for what we thought was an upgraded room with a better view. My parents saved $700 overall by getting the base room and their room and location was better than ours. We were on the ground floor staring at a bush. My recommendation to anyone booking a room is to not pay the extra charges and fees for the Royal view room. It certainly was not any better than my parents.
Stayed 7 nights in Dec 2023
Response from Community Manager on Dec 29, 2023
Dear Mark,It is a pleasure to read such a detailed overview of your visit to Royal Hideaway Playacar. We sincerely appreciate the time you invested in writing this review.We are happy to know that you enjoyed the attention we provided through the warm service that characterizes us and which makes us stand out as a brand. Until then, we continue to place ourselves at your service. Thank you!

4/10 Poor

Keith

Traveled with family
Disliked: Staff & service
VIP means nothing here. No upgrades and no special treatment. The staff was accommodating but nothing special. The hotel check-in and checkout was the worst. Not very welcoming and at times, very rude. They tried to overcharge for spa services at checkout and then refused to let us leave the hotel until we paid (even though we disputed the charges). They literally locked the gates and wouldn’t let our airport transportation driver leave. We almost missed our flight home! Then when we arrive back home, and we find out that they charged our credit card more than double the amount than they quoted at checkout! Poor service and very unprofessional way to operate business! Stay away from this place!!!!
Stayed 7 nights in Dec 2023
Response from Community Manager on Dec 28, 2023
Dear Keith,We greatly appreciate the time you took to review your recent experience at our resort, we appreciate your feedback from our guests like you.Although we sincerely regret your disappointment with your stay and your perception of us, we sincerely apologize, your feedback will be shared with our management and we will certainly work hard to improve the aforementioned aspects.We sincerely hope to regain your trust in the future and give you the welcome you deserve as a repeat guest.Kind regards.

10/10 Excellent

Jill

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 8 nights in Dec 2023
Response from Community Manager on Dec 29, 2023
Dear Jill,Thank you for share your excellent evaluation during your stay with us!We are happy to read that we were able to meet all your expectations and that you are enjoying every detail of our experience. Kind regards,

8/10 Good

James

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 6 nights. This place is clean, quiet, and met expectations. Pros: The beach was beautiful. The service and drinks were top-notch. The dive shop nearby was fantastic—I ended up doing four dives with them. The food was great and had plenty of variety. Opportunities: pool and hot tub hours were slightly limited (ending around 9pm). The excursions I booked through the concierge were just alright, nothing too special. While the facilities are clean, they are starting to show their age a bit.
Response from Community Manager on Dec 28, 2023
Dear James,First of all, we would like to thank you for choosing Royal Hideaway Playacar for your vacation and for sharing this opinion about your recent stay with us.Your comments are important and allow us to know if we meet your expectations during your stay.Our team looks forward to welcoming you home in the not too distant future!Kind regards

10/10 Excellent

Janine Marie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Needs more beverage variety
Stayed 6 nights in Dec 2023
Response from Community Manager on Jan 2, 2024
Dear Janine Marie.Thank you for your evaluation during your stay at Royal Hideaway Playacar, we are delighted to read that we were able to meet your expectations. In addition, thank you for your feedback and your constructive critics will assist our team in their continuous efforts .we continue to place ourselves at your service. Thank you!

10/10 Excellent

Jeff

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wow! What an amazing experience. This place is in a class by itself! Not only is it all inclusive, the food and service as well as decor are phenomenal!
Stayed 4 nights in Dec 2023
Response from Community Manager on Dec 25, 2023
DearJeff , We thank you for your comment about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

6/10 Okay

Wanyi

Liked: Cleanliness, staff & service
Stayed 5 nights in Dec 2023
Response from Community Manager on Dec 20, 2023
Thank you Dear, Wanyi for your evaluation during your stay at Royal Hideaway Playacar.Our guests’ feedback is of great importance to us, and your evaluation have been addressed to our head of department for information and further revision. Our team will do their best in your next visit!Kind regards

10/10 Excellent

James

Stayed 2 nights in Nov 2023
Response from Community Manager on Jan 2, 2024
Dear James,Thank you for share your excellent evaluation during your stay with us! We are happy to read that we were able to meet all your expectations and that you are enjoying every detail of our experience. Have a lovey day.

8/10 Good

Jony

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean very nice area
Response from Community Manager on Feb 7, 2024
Dear Jony, We thank you for your ratings about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

4/10 Poor

emma rajkovic

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
I didnt like it. Poor dining, so so , just Mexican restaurant ok. Noisy. Noisy housekeeping. Noymt a good consierge. Bothersome having to book dinner.
Response from Community Manager on Feb 7, 2024
Dear emma rajkovich,We sincerely appreciate the time you have taken to share your feedback following your visit to our Royal Hideaway Playacar hotel. The opinions of our guests are of utmost importance to ensure that our service standards are met at all times. Please accept our sincerest apologies for any problems you may have experienced during your stay.We sincerely hope that you will give us another opportunity to demonstrate our true level of hospitality and interest in serving you properly in the future. Kind regards

10/10 Excellent

Bozena

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 8 nights in Nov 2023
Response from Community Manager on Dec 9, 2023
Dear Bozena,We thank you for your ratings about your vacation at our Royal Hideaway Playacar hotel; the satisfaction of our guests is our main goal and there is nothing better than knowing that we have achieved it. We are very pleased that the hotel and staff were able to meet your expectations during your stay. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards

6/10 Okay

Mariane

Traveled with partner
Disliked: Amenities, property conditions & facilities
Too old
Stayed 5 nights in Nov 2023
Response from Community Manager on Dec 6, 2023
Dear Mariane,We appreciate your ratings about your vacation at our Royal Hideaway Playacar hotel; The satisfaction of our guests is our main objective.Your constructive feedback allows us to improve as a team, and will be shared for review.We hope you allow us to continue being your option for travel and pleasure.Kind regards

4/10 Poor

Susana

Traveled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
DO NOT STAY HERE. And if you do, please keep a close eye on your belongings. We stayed for a week. After we checked out of the hotel and arrived home, someone from the hotel started using my boyfriend's debit card and stealing his money. And they are still doing it. We emailed the hotel and supposedly they are investigating. It's very disappointed that they don't have honest staff working here especially for the prices you pay. Another huge problem is that you have to make dinner reservations ahead of time, if not you are allowed to dine at their restaurants. The loungers at the pool are always taken by 8 am, I didn't realize this was a timeshare property so that explains why the hotel guests are treated like second class citizens. The doors slam every time someone next to your room leaves. This place is pretty however after the unfortunate incident of their employees stealing our money and the hotel not responding, I can't say anything good and don't recommend them. For the money they charge, you can find other places at cheaper rates. Very disappointing in the way they treat their hotel guests.
Response from Community Manager on Dec 8, 2023
Dear Susana,Thank you for taking the time to share your feedback about your stay with us.We regret this situation, you mention since it is somewhat unusual, we have taken note and your comments have been shared with our management for follow-up and investigation. we hope to have the opportunity to welcome you again and have the opportunity to redeem your trust in our resort and service in the near future.