Ratings based on 461 Verified Reviews

They paid and stayed. We double-checked.
4.6 out of 5
91% of guests recommend
4.7 Room cleanliness
4.7 Service & staff
4.5 Room comfort
4.5 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Everyone
by A verified travelerfrom s

Amazing experience, from start to finish!

Posted May 17, 2015
Being our first time in Mexico at an all inclusive resort we weren't sure what to expect as we pulled in. This resort far exceeded any expectations we ever had. We were greeted at the resort with a cool rag, chocolate, and champagne. The airport lost our luggage and the concierge went above and beyond to find it, have it delivered to our resort, and our room. We didn't have to worry about a thing. They even offered my husband pants and dress shoes to use for the night so we could go to dinner since we were in travel clothes with nothing to change into. Special shout out to Tulio our concierge! He made our experience what it was!! The beach was prestine and beautiful and the resort grounds were kept spotless. We didn't lift a finger as someone was always walking around the pool and beach area offering us drinks and food! It was amazing!! If there are any cons it has nothing to do with the resort, but rather, the airports! Pay the extra money to have the least amount of flights as possible. And if you do, make sure you have enough time between layovers. The airports are beyond slow in Mexico City, Guadalajara, and cancun. We missed flights on our way there and almost on our way home, just because of check in lines being slow, and customs also! If you can ANYWAY get away with not checking luggage, that's the way to go. It'll save you hours and stress in those lines!
Comment from Hotel Management
May 20, 2015 by Guest Experience Department , Hotel Management
Dear Guest, Thank you for your kind comments and for your recommendations. Our motto is making our guests experience a memorable one and we are very glad to know you really enjoyed your vacation time with us. On behalf of all the Royal Hideaway staff I would like to thank you again for choosing us as your holiday destination, we hope to see you coming back soon. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Boulder, CO

Nothing short of spectacular!

Posted May 6, 2015
This was our 2nd trip to the Royal Hideway. The staff, beautiful white sand beaches, the restaurants and accommodations definitely will not disappoint. We will be booking another return trip soon!
Comment from Hotel Management
May 8, 2015 by Guest Experience Department , Hotel Management
Dear Guest, Thank you for choosing Royal Hideaway for your holiday at the Riviera Maya and also receive our gratitude for taking the time to provide such a nice review about our resort. We are glad to read that you enjoyed the friendly, wand professional service we strive to provide all of our guests. Let us know when you are ready to come back, we will be happy to assist you with the arragements before your arrival. Regards,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Aspen, CO

Fantastic Vacation with Only a Couple of Quibbles

Posted May 5, 2015
Pros: Great beach, really friendly and helpful employees, good food, nice room, relaxed and quite atmosphere. I was very happy to find good running routes.
Cons: Our view was sub-par. Loud music from neighboring resorts. The whole "chair saving" issue is silly. Hotel should enforce the 20 minute rule.
Location: The beach is beautiful with stunning blue water. Good running through Playacar. Pleasant 1 mile walk to PdC, lots going on there. Nice to return to RH
It was just what we wanted - quiet and relaxing on a beautiful stretch of beach with really clear, blue water. Everyone we encountered was friendly and seemed to have a sincere desire to make us happy. The food was surprisingly good, in some cases really excellent. We ate dinner in four different restaurants. We liked La Ventana (sp?) best and ate there twice. Palazzo and Azia were also very good. Spices was more laid back and the food was tasty. The breakfast buffet at Spices was great. Our room in Villa 22 was very nice on the inside, but overlooked the neighboring property, some trees, and a service path-nothing special about the view. Some nights we could hear a lot of noise from other resorts, so would recommend getting away from the perimeter. The "chair saving" is just silly - people leave a book on a chair in the morning to mark their territory for an entire day. The hotel has a "20 minute rule" that should either be enforced or dropped. As it stands now, it's just frustrating. We didn't care because we preferred the beach and the wonderful breezes, but people who want to be pool-side should take note. Aside from that, the resort met our expectations and, in some cases, exceeded them. I would go back today.
Comment from Hotel Management
May 8, 2015 by Guest Experience Department , Hotel Management
Dear Guest: It is very rewarding for us to read detailed comments about your recent stay at our resort. Your words are the perfect motivation for us to improve our services and keep getting better. Your feedback is important for us, we apologize for the inconvenience with the beach loungers, we already have a new enforced policy that does not allow guests to reserve a beach bed for more than 20 mins. Otherwise their belongings will be moved. We hope to have the chance to host you again in a short future, Warm Regards,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Phoenix, AZ

Awesome!!!!

Posted May 2, 2015
This place is the perfect spot if you are looking for a relaxing getaway! The grounds are well groomed, the restaurants and food exceeded our expectations. The service and staff were remarkable. We are planning our return trip to the Royal Hideaway Playacar.
Comment from Hotel Management
May 8, 2015 by Guest Experience Departmwenr , Hotel Management
Dear Guest, We really appreciate your review. It is always very important for us to know that our guests are leaving with awesome experiences like yours. It will be great to host you again in a short future. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom Toronto

Wonderful experience

Posted May 2, 2015
Great service and food and above all lovely Sandy beach! Really impressed with the quality and consistency of this resort. Will definitely be back.
Comment from Hotel Management
May 6, 2015 by Guest Experience Department , Hotel Management
Dear Guest: Thank you for your comment. We really appreciate your nice words. They help a lot to keep working hard to make sure all of our guests are having wonderful stays and taking great experiences back home. Let us know when you are coming back and we will be happy to assist you with anything you need. Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 30, 2015
Cons: The hotel is pretty quiet and relaxing, which is great. Nightlife could have been a little more vibrant.
Hotel was great. Great beach and pools and beautiful grounds. The staff was very friendly and always greeted you with a hello when you passed by.
Comment from Hotel Management
May 8, 2015 by Guest Experience Department, Hotel Management
Dear Guest, Thank you for your nice comments. It is very important for us to know your opinion about our resort. Let us know when you are planing to come back and we will assist you with anything you need before your arrival. Sincerely,
2 out of 5
by A verified traveler

I should have taken the reviews more seriously....

Posted Apr 30, 2015
Pros: Small, close to town.
Cons: Service, follow through, conditions of the buildings. All of the metal railings on our deck were rusted and falling apart.
Location: Located 2 miles from downtown.
Our room was changed 3 times in order to get a decent location on the property. The concierge forgot to make our dinner confirmations. If you don't make reservations you will not eat on this property unless you order room service which is not that great. Understandably we were highly disappointed about this misstep. We therefore didn't get to try 2 of the restaurants and one night had no reservation (unless we wanted to dine at 10pm). All of the bike locks were broken or lost, so we were told we could not take them into town. Highly disappointing since that was why we decided to stay at this resort - it's adjacency to town. The activities on this property are non-existent. Music only plays for 30min at the pool, all of the options are closed at 5pm (ping pong, volley ball, etc), the music in the ONE location at night was boring (feelings, my heart will go on, etc via saxophone or opera singers). One night of reggae was the best but it only lasted 1.5 hours. After 6pm the property is dead silent. You can clearly hear the resorts on either side of you having fun with music and activities....and plotting your plan to sneak on those properties to escape this dead zone.
Comment from Hotel Management
May 8, 2015 by Guest Experience Department , Hotel Management
Dear Guest, On behalf of all the Royal Hideaway staff I would like to thank you for staying with us, and for letting know the points that have impressed during your stay and for providing other readers with your recommendations. Your opinion is very important to us, we appreciate your feedback and will be used to evaluate changes and make improvements in our hotel. We apologize for the inconveniences you encountered during your stay; we give our best to make of our guests stay a memorable time. We hope to have the chance to host you again in a short future, Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 29, 2015
Very relaxing place with wonderful food and amenities. Staff very attentive to you and made you feel like the only one there. Highly recommend to friends. Room was very clean and was up to date.
Comment from Hotel Management
May 8, 2015 by Guest Experience Department , Hotel Management
Dear Guest: Thank you for your time sharing your impressions about our resort. Royal Hideaway has a high rate of return visitors for a few reasons; all the amenities you mentioned on your comment. Thank you one more time for your feedback. We hope to see you coming back soon to our resort. Sincerely,
5 out of 5
Recommended
for Everyone
by A verified travelerfrom rockaway beach, ny

Excellente!!!

Posted Apr 28, 2015
Great relaxing vacation. Excellent service and delicious food.
Comment from Hotel Management
May 8, 2015 by Guest Experience Department , Hotel Management
Dear Guest, Thank you for your kind words. We hope to have the chance to host you again in a short future. It is nice to read about the relaxing time you had at our resort. We are looking forward for your next visit. Best Regards,
4 out of 5
Recommended
for Everyone
by A verified travelerfrom Denver, Co.

Very good, but boring

Posted Apr 23, 2015
Pros: The people who work there, they are amazing. The food at the restaurants is superb. Rooms are slightly small, but nicely decorated.
Cons: Have a dinner buffet, where you can wear shorts, if you want An entertainment is a must. A shuttle to the Playa del Carmen, would be great.
Location: We were told that it takes 20 minutes to walk to the Playa del Carmen, but it is 45 minutes walk. There is some small shops across the street
This is a very quite place for adults only. It is small and charming. The food in the restaurants is excellent, unlike other 5 stars resorts we have been to. Workers work very, very hard to do anything to please you. They also all work very hard in general, they are very pleasant and accomediating. The problem is that place is too quite, which can be a trurn off for younger couples. There is absolutely nothing to do in the evening. There is two bars, with someone playing soft music, other wise no shows or any other sort of entertainment. Other draw back is that you can only eat dinner at one of the restaurants, no open Buffet in the evening, and dress code is applied. So if you can't find the resturant or the time you want, then your only option in room service, but who wants to do that. However if you like quite places, with nothing to do in the evening, however you are always treated like royalty, then this is your place. Avoid building # 31, the smell from the kitchen is very nauseating, we couldn't set in the balcony. Also the place can use some umbrellas or more cabanas. By 5 AM, all the cabanas, and chairs around the pools, or the shady areas are taken.
Comment from Hotel Management
Apr 30, 2015 by Guest Experience Department, , Hotel Management
Dear Guest: Thank you for your comments. It is good to know you had a good time at our resort. We really sorry about the inconvenient you went through with the pool loungers, we take seriously everything you shared and we already have a new policy that does not allow guests to reserve a lounger for more than 20 minutes. We keep working in order to improve our services at the restaurants and common areas. It would be great if you give us the chance to welcome you again in a near future. Warm regards,