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“Some Strong Strengths, But Overall Disappointed”

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Royal Hideaway Playacar
Ranked #33 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Madison, Wisconsin
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Some Strong Strengths, But Overall Disappointed”
Reviewed 8 August 2012

It saddens me to write this review because this hotel had so many strengths and most of the people there were so nice, BUT I am just left with a bad taste in my mouth about this place. However, the hotel room was so gross that when we got home I emptied out our luggage outside my house in fear of bringing ants, cockroaches, and who knows what else into our place. Also, our clothes just smelled of horrible, stale wetness. The main reason why I am writing though is because we had a bill disagreement on charges of $70…not a lot of money, but it was the principle of the matter that they refused to waive $70 worth of resort fees after we stayed there for a week (over $3,000)
Cons:
- Animals in Wall! During the day my husband went back to the room and heard scratching noises between the walls and on ceiling. He called the front desk to tell and they said they would have someone come out. He went back to swimming and we thought it was resolved, but it happened again when we got back to room late at night. Again, we called front desk and they said they would send someone out. Not sure if they came to the exterior, but we were never given update on the situation.
- Ants! We had little ants all over the bathroom that seemed to only come out at night. I can overlook that problem. However, when I went to the bathroom in the middle of the night, they were on the toilet! We told our concierge the next morning and we were hoping it would be resolved, but it wasn’t.
- Cockroaches! Later that night, my husband was getting ready for bed and while brushing his teeth saw the biggest cockroach he had ever seen. Since it was already 1 am and we had to leave at 7 am we just went to bed. Granted, we should have called the front desk immediately & been more persistent, but nothing really happened with the ants, nor the animal scratching so we weren't too hopeful that calling again would help.

-“ Booked” restaurants. We didn’t arrive until 4 pm our first day there and by that time we couldn’t get any reservations until 9:30 for dinner. We decided to walk into a place (that was almost empty) anyways at 8. The host looked at us frazzled and said, “We are totally booked. Can you come back in 2 hours?” The restaurant literally had 5 tables with people at them and dozens and dozens empty!
- Formal Attire Every Night- Dress Pants & Closed Toe shoes at EVERY restaurant. I wish 1 or 2 of them allowed sandals and/or shorts. We’re already dishing out big bucks, who really cares if a guy is wearing khaki shorts? A casual option would have been nice.

Pros:
-ALL the waiters we encountered and almost all the hosts, especially the woman at Spices in the morning were very exceptionally nice & attentive and some even knew our name a day later. They seemed happy to please. They made us feel like millionaires and were always so gracious. I feel bad giving a bad review to the Royal Hideaway for their sake because they really did do an exceptional job and they were 5 stars. The concierge for out unit was nice too. It seemed like my problem was the front desk evening/night staff since they did not take care of our insect problem and the management who would not waive the $70 worth of fees.

- Clean grounds, accessible to water sports, rafts at pool, mellow, fun music some nights of the week, decent variety of restaurants

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
10 Thank vacationgirl78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 7 February 2013
Dear vacationgirl78

Thank you for choosing to stay at Royal Hideaway. I sincerely apologize for the inconveniences you experienced during your time with us and for the delay in our response. I will contact you via TripAdvisor today to follow up about your visit.
We are very concerned about your review, especially the comments about the animals. We work with a third-party pest control company, and have not received any reports of cockroaches or ants. The company conducts weekly and monthly inspections as well. We take all reports of this nature very seriously and asked our pest control company to inspect the entire property and they found no reports.
We are sorry that you found it difficult to make dinner reservations. Our restaurants fill up quickly, especially during high season, so we recommend that guests contact us via email one week before they arrive in order to make reservations. We do implement a dress code to create an elegant ambience in all of our restaurants. We have air condition units in our restaurants so that our guests are comfortable when wearing formal attire. Also Spices and The Grill have a relaxed ambience and you can wear more casual
We take all feedback to heart, and I’ve discussed your review with the general manager as we’re always looking to improve the experience for our guests. .
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 7 August 2012

We have stayed in many all-inclusives, but this was by far the best! The service was extraordinary. Our personal conceriege, Gerardo, took care of everything from spa reservations, scuba reservations in Cozumel, and even found a blue resort hat for my husband. The bartenders and restaurant staff were equally wonderful. All of the food and beverages were top shelf as well. We will recommend this hotel to everyone we know!

  • Stayed August 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
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Helpful?
3 Thank Jaggger1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Minneapolis, Minnesota
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 6 August 2012

This place is really top knotch and I can be picky. The resort itself imaculate, the beach and pools are amazing, the food is delicious, its a close walk to 5th avenue and the staff is more than happy to cater to your every need. Its not for a loud party vacation, but perfect for a relaxing luxurious holiday. I am happy to recommend the Royal Hideaway. I saw some of the other resorts near the Royal Hideaway and none of them where as nice. Whenever I told a local that I was staying at the Royal Hideaway, they all commented that it was the best All-Inclusive in Playa Del Carmen. Whenever my wife and I want a relaxing beach vacation, this will be our spot. We will be back!

Ps. We went in late July, early August and had nothing but blue skies and sunshine. I was worried about what the weather would be like, but it was perfect.

Room Tip: We stayed in a Villa in the middle of the resort and it was great. It was quit at night and a short...
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  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank RJUS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lagos, Nigeria
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 5 August 2012 via mobile

David and Catherine Morrin visited this hotel in July 2012 and the experience was fantastic, every effort by the staff was made to ensure it was an enjoyable experience, from first thing in the morning at breakfast, till time for bed. The choice of eating facilities again was fantastic, our thanks to all at the Las Ventenas (chef's table) what an experience well worth the extra expenditure from two people who enjoy fine dinning one word describes it Unmissable. We shall definitely return to this hotel some time in the future.

Stayed July 2012, travelled as a couple
Helpful?
3 Thank David M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 5 August 2012 via mobile

Just retuned and it was an incredible vacation. The service was spectacular. The atmosphere in the restaurants were as good as a fine NYC restauant. The food for an all inclusive was done very well. I want to thank Christopher in Spices, Isis and Laura in the Deck and especially Roger the conceirge. They all made the trip exceptional. The only negative was that the A/C was not strong enough in our room.
Bob and Anita

Stayed August 2012, travelled as a couple
Helpful?
4 Thank Bob G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nottingham, United Kingdom
Level Contributor
51 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 1 August 2012

Have just come back from two weeks at this excellent hotel.Difficult to pick fault as we had a great time.Weather was hot and occasional stoems but still managaed to sit rould the well kept pools most days.Food and drinks good everywhere but Cesar in Ventanas and the staff at Azia made these two restaurants our favourites.
As a family of 5 coming from the UK we were in the minority but were made to feel very special.Our three late teenage girls attreacted alot of attention in a very nice way and loved the occasion of getting dressed for dinner.
Christian at Barracuda Diving pointed us in the right dieirection for our diving trips and Hugo and Oliver were great dive leaders.
Jessie and her team at the pool kept those in need entertained with aquarobics,yoga and various simple games.The 3.45pm "Love is in the air" dance always raised a smile.
A truly great destination that we would all highly recommend.

Room Tip: I would select a room in the north or middle of the hotel as near to the pool as possible.
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  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank IanG36
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
San Leandro, California
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 29 July 2012

Great romantic hotel! The accommodations are superb! The location can't get any better, picture perfect view of turquoise/blue/green ocean. The major decision of the day was whether to lay out at the pool or in the cool to the touch sands of the beach. There is everything that you can possibly want at this hotel sans kids. The breakfast buffet has the best house smoked bacon and freshly made sausages and there is a special "juice" of the day (besides the regular orange, etc.) Lunches can be as light or robust as you choose. The seafood cocktails are refreshing and light (ask for the lime based marinade - yum!) or after a hard day shopping we had an incredible club sandwich and yes even a great burger (it looked so good - I ordered one - I couldn't help it). But the real treat is dinner. Every restaurant is really, really, really GOOD! Japanese/Thai, Italian, Steaks but the creme de la creme is Ventanas Restaurant. If you want a true culinary experience eat at the Chef's table. WOW! A gastronomical treat to the nth degree. You will not be disappointed. We will be back!!!!!

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Marcela B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Royal Hideaway Playacar

Property: Royal Hideaway Playacar
Address: Lote Hotelero No. 6 Fracc., Playa del Carmen 77710, Mexico (Formerly Royal Hideaway Playacar & Occidental Resorts)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Romantic Hotel in Playa del Carmen
#14 Green Hotel in Playa del Carmen
#18 Family Hotel in Playa del Carmen
#18 Top resorts Hotel in Playa del Carmen
#25 Spa Hotel in Playa del Carmen
#27 Luxury Hotel in Playa del Carmen
#27 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Royal Hideaway Playacar 4.5*
Number of rooms: 201
Official Description (provided by the hotel):
Award winning luxury all inclusive resort set along the beautiful beaches of Playa del Carmen, Mexico. Ideal setting in a serene environment for complete rest and relaxation. Adults only. Member of The Leading Hotels of the World. 2008 winner of the coveted AAA 5 Diamond Award. 11 villas with private concierge are spread throughout the property's immaculate grounds. Six gourmet restaurants serve delicasies in menu-style dining. A full service spa offers the ultimate in papmering and body treatments. Personalzied service and attention to detail set this resort a world apart. ... more   less 
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Also Known As:
Royal Hideaway Playacar And Occidental Resorts
Royal Hideaway Playacar & Occidental Hotel Playa Del Carmen
Royal Hideaway Playa Del Carmen
Royal Hideaway Mexico
Occidental Royal Hideaway
Royal Hideaway Playacar Mexico/Riviera Maya - Playa Del Carmen

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