Ratings based on 742 Verified Reviews

They paid and stayed. We double-checked.
4.4 out of 5
89% of guests recommend
4.7 Room cleanliness
4.5 Service & staff
4.5 Room comfort
4.6 Hotel condition
They paid and stayed.
We double-checked.
3 out of 5
Recommended
for Everyone
by A verified traveler from new york

Nice hotel, beach and activities need work

Posted Aug 31, 2015
Family had a good time at this resort, the food was good at los murales, but the food was poor at the main dining restaurant, hot and humid and you are the main course for mosquito buffet. The pool was nice and not crowded, however the beach was terrible, unusable, water was infested with seaweed.
3 out of 5
Recommended
for Families
by A verified traveler from los angeles ,california

Warm pool

Posted Aug 29, 2015
Pros: Great pools. Great fish tacos. Los Murales, restaurant.
Cons: Safety around the pool. Pest control, specifically mosquitoes
Location: In town, Playa Mamitas....beautiful. Yuaxche restaurant for authentic Mayan cuisine, the pumpkin seed paste is exceptional.
Stayed 6 days. Most of the staff friendly, but when they saw we had the all inclusive band, they became less attentive. Room was cleaned, well stocked, with good ac. Food in the buffet was consistent, but did not rock my world. Fish tacos at the snack bar were awesome! Dinner at the upscale restaurant, Los Murales was exquisite. The high premium items, like the lobster include a surcharge that is indicated in the menu. The desserts were works of art. The pools were very well maintained. The tile are around the pool was often slippery and posed a real safety hazard. Good idea to wear booties, flip flops with a good non slip sole. Mosquitoes were out in Force....and not responsive to Off or similar products. Staff not very helpful on that one. Wear long sleeves and long plants after dusk. Actives were plentiful, but low key. Night time entertainment and activities, quaint- seen higher quality elsewhere. Beaches, were easy to access, but not utilized due to excessive kelp and resulting smell and sand flies. Staff worked hard to clear the kelp, every morning, but it may just be that time of the year. Mamitas beach in playa del Carmen was more aesthetically pleasing. Good place to stay if you want something low key and hospitable.
3 out of 5
by A verified traveler

Posted Aug 29, 2015
Location: Beachfront but very little activities at the hotel.
Did not receive a oceanview room even though that is what I paid for and the hotel was almost empty.
2 out of 5
by A verified traveler from San Antonio Texas

Unless you're a member don't bother staying here

Posted Aug 28, 2015
We stayed as AI guests, as soon as the staff sees the blue band they put on you they give you an attitude. The maids wouldn't clean the room and would put the do not disturb sign on the door to justify it. You can't pay for anything with cash, you have to put everything on the room to include any excursions you purchase. They only amazing staff members were Caleb and Marco, they were both amazing
5 out of 5
Recommended
for Everyone
by A verified traveler from Houston, Texas.

Nice hotel, plenty of family activities

Posted Aug 28, 2015
The hotel is very nice and clean , hotel staff has plenty of family activities everyday to keep the atmosphere relax and enjoyable for the entire family. Will definitely recommend this hotel to family and friends.
4 out of 5
Recommended
for Everyone
by A verified traveler from San Diego, CA

Very Nice Resort

Posted Aug 26, 2015
Pros: Everything.
Cons: Less mosquitoes!!! especially at the La Palapa all-you-can eat restaurant!!!
Overall, it was a pleasant and joyous experience for our family. The location is close to the airport and nice places to visit, especially the Xcarat park. The hotel location is well-secure...very safe. Staff members are friendly and very attentive to customers. Our room was always clean...with view of the swimming pool and the beautiful beach. A formal dinner at the steakhouse/seafood restaurant was a wonderful part of our stay at the hotel. Very classy, a real gourmet. We had a one-year old baby with us who got sick. The hotel's doctor was very prompt and quick in providing medical services. He even called twice to check on the baby. The baby started to get well the next day. (Thank you, Doc.)
4 out of 5
Recommended
for Everyone
by A verified traveler from San Francisco

NO OCEAN VIEW

Posted Aug 24, 2015
Pros: The setting was heavenly.
Cons: The hotel should advertise honestly. There are not all ocean view rooms. The price is not all inclusive. Read the fine print.
Location: The location was good, a bit far from Xel Ha - but worth it.
Overall, it was beautiful and the staff were very friendly and helpful. I would stay again but with some caution. I booked an "ocean view" room. I had no glimpse of the ocean from anywhere in my room. Not even close. I had a view of the courtyard from my patio, and from the front door it was a parking lot with bags of trash. I asked the front desk when I checked in and she said "we call all our rooms ocean view". I paid a lot to stay there and thought I would see the ocean from my room. Be sure you know what you are paying for. Also misleading was the "all inclusive" package. There were a lot of menu items that carried an upcharge and not all drinks were included. It was my first visit, so perhaps it's on me for being naive.
Comment from EPC
Aug 29, 2015 by Sandra R., EPC
Dear P., Thank you for providing feedback about your recent stay at our resort. The restrictions about the All-Inclusive package are included in Expedia’s website under the section ‘About the hotel’, so our guests have this information before they arrive to the resort. None of our rooms overlook the parking lot. However, some hallways (entrance to the villas) are next to our parking lot. One of our main goals is to communicate assertively with our guests and we are sorry to learn we did not achieve this goal with you. However, we are glad that you enjoyed the service provided by our staff and the paradisiacal environment by the Riviera Maya. We hope to have the opportunity to welcome you again on your next vacation. Kind Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Haskell NJ

nice villa just a few steps from the white sands

Posted Aug 24, 2015
Pros: variety and quality of food,drinks,closeness to the beach.How quick was the manager to give solutions.Reception and concierge staff wonderful.
Location: There are beautiful jewelry factories close to the hotel and many activities for all the tastes and ages not too far away.
after a big disappointment after changing villas,-required because this is a time share hotel- and not been told about it before our trip,we finally got a villa close to the water,close to the restaurant,close to the pools;very confortable,staff mostly pleasing,some of them exellent.The buildings have a beautiful architectonic design and their hallways are clean and cool.
3 out of 5
by A verified traveler from agoura hills ca

Posted Aug 22, 2015
Not good Big problem of stuff that doesn't speek English...At all. The front desk people will not tell you the true...they will be sorry but no one will take any responsibility . They will switch your room...they will give you an opening but figure at list 5 hor. If you pushing them. A regular people ( if not time shere ) are secendery . Over all regular employe are good if they understand what you want...management are bad...( don't lost your key, it will cost you )no meters if you spending thousands of dollars. the sea weeds......guys the beach and water line are full of them. I don't blame them of cours, but it's over all problem at the all hotels. Other than that the facility is good,close to p.d.c witch for us was very important. Stay a way from time shere presentation it dosnt worth the money they ofer you,and it's take much longer, a day. I will not come back there and not recommend the royal hacienda to my friend. I like stuff and menagment that tell the true, and stay by that.....
Comment from Hotel Management
Aug 26, 2015 by Cristóbal Galindo., Hotel Management
Dear Ken, Thank you for taking time to post about our resort. We always strive to provide our customers with the highest satisfaction rates and we regret not achieving this goal with you. Our staff is continuously receiving training and courses to improve our service. English language is part of this continuous education program. Our resort is a mixed use resort and it does lend ourselves to a few challenges. However, losing the opportunity to completely satisfy our customers requirements for an excellent vacation experience is simply unacceptable. We're committed to take all the countermeasures required to avoid any of our customers to share this perception of us. Please accept a sincere apology. We look forward to welcoming you again. Warm Regards.
4 out of 5
Recommended
for Everyone
by A verified traveler

Good hotel for family.

Posted Aug 22, 2015
We stayed in this hotel for six days and we really enjoyed, the hotel is very nice, really clean and the service is excellent. The room we had was a junior suit with two beds, kinda small for me but it was ok, not very comfortable beds but they keep it really clean. The food is ok, not really good taste and not much variety.