We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Excellent” 5 of 5 bubbles
Review of Royal Hideaway Playacar

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 6 more sites!
Royal Hideaway Playacar
Ranked #27 of 212 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Chicago, Illinois
Level Contributor
75 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
“Excellent”
5 of 5 bubbles Reviewed 7 January 2014

Beautiful beach, nice pool, and well kept grounds. Well appointed rooms. Providing a concierge in each building daily from 8AM to 5 PM is a great touch (our concierge was quite helpful, friendly, and efficient).

Good attentive service in all the restaurants. The food is of a higher quality than in other all-inclusive resorts in Playacar. We particularly liked the Grill for dinner. Palazzo (Italian) and Spices (Mexican/Yucatecan) were quite good also. We were less impressed by Ventanas, which tried too hard to be a high end restaurant without the quality of a true high end restaurant. Breakfast was abundant and generally good (except for the fruit, which was of slightly inconsistent quality; some mornings it was great and others so so) . Make sure to email the hotel in advance to make reservations for dinner (there is no buffet dinner in this resort). The reservations person responds to emails right away.

As other reviewers have commented, one drawback is the reception desk, which is not particularly efficient during checkout. Another small issue is that during peak hours there is often a wait for tables at breakfast. Finally, it would be nice if the hotel provided palapas on the beach, which are much more efficient at providing shade on sunny days than the canvas contraptions that they have (in fact, all the neighboring hotels have the palm leaf palapas that are so common in Mexican resorts, which work quite well).

Room Tip: Buildings 26 and 27 and the best in terms of location and quietness.
See more room tips
  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Experienced_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 24 January 2014
Dear Experienced_11,

We appreciate your comments both positive and constructive about your experience as it helps us to improve our resort for future and returning guests.

Regarding your remarks about the lack of service that our Front Desk and Concierge teams, we will bring your comment to the management so it can be addressed and we assure you the necessary measures will be taken.

We do hope that you will return to Royal Hideaway in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

3,862 reviews from our community

Traveller rating
    2,846
    673
    206
    91
    46
See reviews for
311
2,497
68
55
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (900)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Montreal, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 6 January 2014

My wife and myself were there for ten days in November 2013

We like smaller hotel and this one was perfect (200 rooms). The setting is idyllic, and the relaxation guaranted

Good service, good food, wonderful beach.

What else to say.

Chantal & Sylvain
Montréal, Canada

  • Stayed November 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
3 Thank Sylvain V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 24 January 2014
Dear Sylvain V,

Thank you for the time you took to send us your review. Comments like yours make us proud and encourage us to keep on working hard and offering the best of service to our dear guests. Guest feedback enables us to continually review our service delivery and standards and make changes wherever possible. We are deeply pleased to read your experience with us was wonderful.

We look forward to welcoming you back soon,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed 5 January 2014

My wife and myself just spent 12 days at this resort. We normally do independent traveling so choosing the all inclusive type was new to us. The setting is idyllic, and the relaxation guaranteed.
'No' is a word the staff of this hotel just don't know. There is always an alternative and they really pamper you. Every villa has a concierge that take personal care for all you might need. The restaurants are a la carte and the dress code is a value add to the high end overall feel.
There are no screaming children and even during a high season we felt like there was only us.
A very special thanks to Mr. Javier, Mr. Christian and all the staff from spices then the kindness of this crew made every single breakfast memorable.
The Chef Mr. Villafaña would even find time to make green juices for my wife.
Last but not least Mr. Angel an Mr. Johnny from the deck that until the last minute fulfilled all our wishes and all the ones I am not mentioning for lack of time and contributed to make this the perfect Holiday and great start into the new year.

  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Diego T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 10 January 2014
Dear Diego T,

We are more than pleased to read you found our accommodation to your satisfaction. We appreciate the time you took to send us your experience, we love create a lifetime impression for our guests, as they are our goal and we are proud to know you experienced on your recent visit.

Our staffing is always willing to help you with any of the enquiries or requests, we are specialized to treat and help our guests.

Please come back very soon, will be an honor to host you again.

Best regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 bubbles Reviewed 5 January 2014

First impressions are so important and so easy to get right but the hotel management failed. Senior management need to take responsibility and drive the business from the top and show greater interest in guests. A simple check of room information and request by us at the check in desk contributed to a bad start to the holiday. The person checking us in, after even checking it out with housekeeping did not follow up our simple request. Then to make matters worst our request was ignored by the porter, concierge, housekeeping and then the check in desk again. No one made it their responsibility to sort, as their preference was to pass the problem on to different departments. The concierge was new and totally out of his depth which was such a pain as you could not rely on him. It was only sorted by us 50 minutes later with, thankfully the head of concierge who was eventually on hand to sort and provide the proper response. So after a very long journey and such poor service it naturally focus ones attention on all the issues that normally would pass you by during the rest of the holiday. There are some good staff but many need direction, this is where if there was a good house manager the resort would be very good. Good food but poor dinner booking system as it was a fight to get a reasonable time to eat. The best place to eat breakfast was Las Vantanas but was often not open. Overall the holiday was ok but it could have been so much better.

  • Stayed December 2013, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank Andrew G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 9 January 2014
Dear Andrew G

Thank you for the time you took to send us your review. We are sad to read that you did not feel your experience met your expectations on your recent stay at Royal Hideaway, we are concerned about the lack of service you encountered since your arrival; we share your experience with our Management to reinforce our welcome measures.

Should you choose to return, we look forward to the opportunity of making your next stay much better than the last.

Many thanks
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York, USA
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed 3 January 2014

My wife and I spent a nice relaxing week here and had a wonderful time. Everything was top notch as usual and will be going back again soon.

The Chef table once again was awesome!!!

Great location, beach, food and service.

Room Tip: Rooms closer to the beach are the best.
See more room tips
  • Stayed November 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank hereitcomes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 24 January 2014
Dear Hereitcomes,

Thank you for your generous review. We are pleased to know that we exceeded your expectations on your visit at Royal Hideaway. We pride ourselves on being conveniently located, offering a wide array of beverage, and the very best in personalized service.

Thank you also for your compliments – our whole team appreciates them.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Houston, Texas, United States
Level Contributor
43 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
4 of 5 bubbles Reviewed 3 January 2014

Overall:
This is a very nice hotel with exceptional service. The staff is extremely gracious and helpful.

Logistics:
The grounds are very well manicured, as is the beach. The staff works non- stop to ensure the property is in superb condition.
The hotel is in a gated area, so you'll have to check in with security before being allowed onto the premises.
If you have a car, pull in front of the hotel and a valet will assist you to get your car parked and walked to the receptionist for check in.
Most of the personnel does not speak very good English, but they are very friendly.

The resort has many restaurants to choose from(5). You'll need to make reservations for dinner though. You can do this with your own concierge, which you will get when you arrive to your section of the hotel. Each subunit has its own concierge. That's pretty cool. They work from 8a to 5p. They can help make all kinds of reservations, including excursions.

The resort is very beautiful. There are 4 pools, 1 larger one and 3 smaller ones, tucked away and many hot tubs at various locations.

The rooms are very spacious and decorated very nicely. There's tile, marble bathroom countertops and travertine throughout. There is free wifi, but we were having trouble getting access to it multiple times throughout our 7 day stay, due to high occupancy. There's also a balcony area to each room. Some rooms have larger balconies than others.

The beach area is fairly large and has very clear water. The resort was full when we stayed, yet there was still plenty of room to lay on the beach. Lounge chairs are provided, as well as beach towels. They also have a few Bali beds, which are a canopy type bed with a mattress and pillows. They are quite comfortable and nice to lay in. There are only 6 or 7 though, so if you want to get one, you'll probably want to get up early and get one. Quick note, there are signs on them that if you're away from them for more than 20 minutes your stuff can be removed for use by another party.

I would be remiss if I didn't mention a couple of things that could be better.
The doors in the rooms are heavy and close pretty loudly. This can be disturbing, especially when trying to sleep. And in certain lawn areas there was a stinky sewer smell. It was not everywhere though. It seemed to be only in one area on the more north side of the resort. When it rains, make sure to walk carefully, the walkways and floors are extremely slippery.
My main complaint, being from Texas though, would be that the food is bland. The presentation is awesome and they have decent sized menus, including all kinds of seafood, steak, and chicken, but there wasn't a lot of overall flavor in any of it. We had heard that they reduced the spicy-ness of the food due to complaints from many Canadians. So perhaps, if you're used to less spiced food, you will find the food pleasant. But it was lacking in taste for us. The one exception to this rule was the restaurant called The Grille. All of the food we ate there was very flavorful. Despite the lack of flavor in the food in most of the restaurants however, again, the service is very good and you won't leave hungry. They offer 4 to 5 courses at each restaurant. Finally, there is room service available 24 hours a day, but with a limited menu after 11p.m.

Summary:
Overall, this is a great place. They work very, very hard to keep it in good shape. It's in the hotel zone in Playa Del Carmen, so there is quite a bit around, including shopping. And the main part of the city is within 5-10 minutes, in case you want to venture out. Although, I can't attest to what it's like. We didn't really leave the resort. The resort is about 45 minutes from the Cancun airport. You can get a cab, but I think it's about $40 per person each way.
If you're gonna be in the Playa area, I would definitely recommend this hotel. Tripadvisor's average rating for it is a 5. I would probably give it 4 or 4.5, but it's a very, very nice place to stay.

Room Tip: We choose to stay closer to the "middle" of the resort because on the more outer edges you...
See more room tips
  • Stayed December 2013, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Coty E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 9 January 2014
Dear Coty E,

Thank you for share your review of your recent experience at Royal Hideaway. We always wish for our guests to be totally pleased and comfortable in our property. We shared your comments with our management, for us the guest satisfaction is a priority.

We do hope that you will return to Royal Hideaway in the near future and that you will find improvements in each area mentioned.

Warm regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bloomington, IN
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 2 January 2014

This was our third time at Royal Hideaway and as always we loved it. It's very small as compared to a lot of the all inclusive resorts. It's very compact, beautiful and relaxed. It's not the place to come if you want tons of nightlife or activity. But perfect if you want to relax and recharge and look at the gorgeous sea. Also, we love the proximity to Playa del Carmen. It's a fun town with lots going on. Great restaurants, shopping, etc. lots of nightlife and it's 10 minutes away by car or bike.
I especially love the two pools that both have a fantastic view of the ocean.
The food is very good- this time I noticed that they started to offer organic choices.

Room Tip: Make dinner reservations 2 weeks before arrival to ensure that you get the times and venues that you...
See more room tips
  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Cartolina
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Itze P, Reputation Management at Royal Hideaway Playacar, responded to this review, 24 January 2014
Dear Cartolina,

Thank you so much for your comments, for visiting and giving us the opportunity to demonstrate that your decision to select Royal Hideaway for 3rd time was right on the mark, and that the value received was more than worth it. We are proud of our team of hardworking and friendly staff who does an excellent service. Your review shows that we are on the right path to achieve this goal.

We really appreciate such lovely comments.

Many thanks,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Playa del Carmen hotels
5.6 mi away
Platinum Yucatan Princess All Suites & Spa Resort
Platinum Yucatan Princess All Su...
#56 of 212 in Playa del Carmen
4.5 of 5 bubbles 4,702 reviews
7.4 mi away
Blue Diamond Luxury Boutique Hotel
Blue Diamond Luxury Boutique Hot...
#47 of 212 in Playa del Carmen
4.5 of 5 bubbles 1,305 reviews
3.4 mi away
Paradisus Playa del Carmen La Perla
Paradisus Playa del Carmen La Pe...
#19 of 212 in Playa del Carmen
4.5 of 5 bubbles 7,874 reviews
Show Prices
Show Prices
Show Prices
7.7 mi away
Secrets Capri Riviera Cancun
Secrets Capri Riviera Cancun
#33 of 212 in Playa del Carmen
4.5 of 5 bubbles 8,981 reviews
0.2 mi away
Hotel Riu Palace Riviera Maya
Hotel Riu Palace Riviera Maya
#38 of 212 in Playa del Carmen
4.5 of 5 bubbles 5,217 reviews
1.1 mi away
Playacar Palace
Playacar Palace
#18 of 212 in Playa del Carmen
4.5 of 5 bubbles 4,186 reviews
Show Prices
Show Prices
Show Prices

Been to Royal Hideaway Playacar? Share your experiences!

Write a Review Add Photos & Videos

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
#12 Green Hotel in Playa del Carmen
#16 Top resorts Hotel in Playa del Carmen
#18 Family Hotel in Playa del Carmen
#21 Spa Hotel in Playa del Carmen
#23 On the Beach Hotel in Playa del Carmen
#23 Luxury 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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Hotels.com, Expedia, Barcelo, LoveHolidays, Holiday Gems, Odigeo, TravelUp and Travelbag so you can book your Royal Hideaway Playacar reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Royal Hideaway Playacar & Occidental Hotel Playa Del Carmen
Royal Hideaway Playacar And Occidental Resorts
Royal Hideaway Playa Del Carmen
Royal Hideaway Mexico
Occidental Royal Hideaway
Royal Hideaway Playacar Mexico/Riviera Maya - Playa Del Carmen

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing