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“nice staff poor management”

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Eurostars Hacienda Vista Real
Ranked #123 of 214 Hotels in Playa del Carmen
Reviewed 23 January 2010

This review is long overdue. My wife and I decided on the Vista Real for our honeymoon. The promise of a private beach club, and free shuttle to and from was a major reason for our decision, since the hotel is not on the beach. However when we arrived the hotel had just been sold, actually it was being sold right before our eyes. We saw both the owners (new and old) finalizing the deal. The beach as it turned out was not part of the deal. Under the new owner's command the management showed us no sympathy nor would they negotiate anything to make the situation right. We ate at the outside restraunt the vast majority of our stay, the food was very good and the staff was wonderfull. The change in ownership had the staff just as worried as we were upset. Because of the timing of our trip I cannot recomend this hotel. I fear that the staff that was there was not retained or they were not treated right and found other employement. And they were the only highlight of our stay. Bottomline; no beach, bad ownership, $5-10 cab ride to anything, nice spa, nice golf course, small rooms unless you get a suite. Probably a better value out there

Stayed: December 2008, travelled as a couple
2  Thank kevricco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 2 January 2010

we stayed for 5 days in the high season.the hotel was very clean and we had a nice room after we complained about the first one. The bed was excellent. the staff was nice and the breakfast buffet was very good and included. i liked the feel of the hotel on the inside kind of like a old hacienda.

we didnt like the location...there was no shuttle to the beach and it is either a 1-2 mile walk or a cab ride. we dont golf but if you do its on top of a nice golf course. it was too isolated for us. the pool area was pleasant but the pool was small. the SPA cost an extra 15.00 a day per person and didnt look worth it...it was huge, but most of the water areas were in separated male-female areas and they were indoors with no windows. we found one mineral jacuzzi upstairs but it didnt seem worth the money for that. the SPA was very empty, too empty.
i would only recommend this hotel to a golfer who liked ALOT OF QUIET.

  • Stayed: December 2009, travelled as a couple
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1  Thank upsetinplaya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 October 2009

This is a beautiful place to stay if you don't mind being a 10 minute drive from the beach. It difficult to find the place in a very secure part of the residential area of Playa, not Playa Del Carmen!
There is a great golf course on site and fantastic pools, spas, saunas and restaurant here.
Amazing to me that they don't even have a map of where they are on their website. They recently changed management, maybe they can do a little better on that.

  • Stayed: September 2009, travelled as a couple
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1  Thank fxitmn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 May 2009

Just returned from 5 days in Playa with friends. We stayed at a friend's condo in Playacar, right near the Hacienda Vista Real. One afternoon, two of us decided to walk over to this hotel for lunch. First of all, NO ONE was there...granted, we're in the middle of an epidemic, but my friend who lives there tells me it's like that all the time. Apparently, the hotel and spa used to be very nice, but after new owners took over, everything went downhill. So, we sat down at the outdoor bar for lunch. None of the staff spoke English. We asked if they had hand sanitizer, which they were passing out like crazy in Playa at the time, and they didn't. No soap or water outside either. The menu was in English, but if you want to ask for anything different, like no mayo, they did not understand as we speak no Spanish, and they no English. When our food arrived, my sandwhich had green turkey and room temperature cheese. The fries were undercooked. Even our drinks were served in dirty glasses. It's such a hard time for locals in Mexico right now, and the staff were so smily and eager to please that we didn't want to hurt their feelings. We asked for boxes to go, and promptly threw the food away when we got home. This hotel is gorgeous from the outside, but I would NOT recommend staying there. I don't think they're exactly honest on their website.

  • Stayed: May 2009, travelled with friends
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1  Thank stlmom30
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 May 2009

My husband and I spent the first four nights of our vacation in a rustic, peaceful cabana in Tulum where we nursed sunburns. Unfortunately, with very little breeze and a lot of sand and salty ocean air everywhere, we were ready to feel clean and cool by the end of the week. We logged online in an Internet cafe and got a room at Hacienda Vista Real that cost even less than our cabana! When we arrived at HVR, we were pleasantly surprised. The room had A/C which was really all we wanted, but the spa/gym was amazing. We worked out and then lounged around on the rooftop pool and in the Jacuzzis in the "locker room." We also enjoyed the Jacuzzi outside. The whole place was so empty, and we saw maybe 4 other guests during our stay there. My only complaint was that the food service was slow. Our breakfast (room service) of just cereal and some pastries took about 25 minutes to arrive. But otherwise, it was a great way to end our vacation based on the things that really mattered to us!

Also, if you're looking for a place right off of 5th Avenue, this is not the place. But it just takes less than 10 minutes to drive there.

  • Stayed: May 2009, travelled as a couple
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Thank taffystay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 February 2009

Do not book this hotel! It is not close to anything. In fact, the taxi driver could not even find the place. We started the check-in process only to find out that the hotel had been sold recently and no longer had beach access or a beach club. The hotel seemed deserted and did not see any other guests. One highlight is that they do offer free internet connection, so we were able to use our laptop in the lobby to find another hotel! Also note that it took about 30 minutes just to get a taxi to come and get us out of this place. The hotel charged us a one-night stay penalty for canceling, but it was worth not having to stay there. We found a much better deal in town, which was close to everything and had access to a very nice beach club just a few blocks away.

  • Stayed: February 2009, travelled as a couple
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2  Thank LauriePlano_TX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 January 2009

First let me say that the hotel area is absolutely beautiful, and if you want a nice area to stay out of the hustle and bustle of Playa Del Carmen and 5th Ave, this is a good pick. However, upon arrival on the first night of our honeymoon we found that they did not receive our reservation from a 3rd party travel site. What a shock! In all fairness they did resolve the situation and found a room for us after a couple of hours, but it was not a simple process. If you're staying here please confirm the reservation ahead of time, and if i went back, I'd book directly through the hotel.

  • Stayed: December 2008, travelled as a couple
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Thank craigvu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Eurostars Hacienda Vista Real

Address: Villas Pakal Paseo Chichen Itza Ret. 3 | Lotes 12 y 13, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Restaurant Spa Swimming Pool Wheelchair access
Hotel Style:
#65 Spa Hotel in Playa del Carmen
#89 Romantic Hotel in Playa del Carmen
Price Range: £54 - £292 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Eurostars Hacienda Vista Real 3.5*
Number of rooms: 77
Official Description (provided by the hotel):
Hotel Eurostars Hacienda Vista Real is a luxury resort that beckons you to enjoy the pleasures of Mexico´s Caribbean coastline. The hotel has 77 elegant, sophisticated rooms, a swimming pool and restaurant, which offers a buffet breakfast and traditional Mexican snacks for lunch, including chicken fajitas, guacamole, quesadillas and chilaquiles. ... more   less 
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Also Known As:
Eurostars Hacienda Vista Real Mexico/Riviera Maya - Playa Del Carmen

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