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“Just Back - Poor To Excellent”

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The Royal Playa del Carmen
Ranked #11 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersSilver level
Reviewed 9 June 2013

Just Back From RPDC...
Here are some quick observations...Stayed 5/28/13 - 6/4/13 Room 462 & 460

Unacceptable -
Elevator Out Of Order 5 & 1/2 out of 8 Days!
Our Rooms were on the 4th Floor above Spice Restaurant.
This is 4 floors above The Tequila Bar & 2 Floors above the Lobby.
One of our travel companions is having knee replacement next week.
The elevator from near Spice, Not Working, RUINED her vacation.
She was embarrassed as we had to help(Almost Carry)her up the steps every night.
We got all kind of different explanations from Management about the problem...
But, The Bottom Line, This elevator does not work after a Rain Storm...
N.B. - It seems the electronics get fried during a storm.

Group @ "The Quiet Pool" Bar being allowed to blast rap & hip hop from their boom box.
El Med Bar @ Quiet Pool is down to about 6 bar seats/stools...Room for about 18...Where did
they go???

Watched a bartender @ Tapas Bar not using the 3 sink Wash/Rinse/Sanitize method.
He did this several times...All 4 of us watched him do it.
I called him on it...and asked to speak to the Manager...Manager had him re-wash the glasses.
No wonder Guests are getting Sick…

Poor - Bars running out of Certain Brands of Liquor & Beer and not being restocked for days.
Our Travel Companions Love Jim Beam Bourbon…
They got Jim Beam @ the Lobby Bar on Wednesday 5/29/13...
On Thursday 5/30/13 They could not get it…They were told they were Out Of Stock…
She stated “I Got It Yesterday” - The bartender replied “That Was Yesterday” and walked away…
She did not make a scene - But I would have demanded a Manager…

Room Service Not Using The Magic Box...Even when being Specifically Asked & Do Not
Disturb Sign hanging on door.
$20 Peso Tip left in “Magic Box” for Coffee & Juice Service.
They still knocked on the door….

Self Serve Carving Stations @ Buffets - OMG! No wonder Guests are getting sick!
Breakfast - Ham - A Whole Bone In Shank - Dull Knife - No carving Fork - You must touch to carve!
This is self serve!!!
Lunch - Turkey - ¼ Bird - Dull Knife - No carving Fork - You must touch to carve!!
This is self serve!!
OMG - I hope the last Guest who handled this meat washed hands after using the restroom….

Good - We were a party of 4 Adults - None of us got "The Virus"...
We did take Lysol Anti Virus Spray & Anti Virus Wipes…
We “hosed” down & then wiped down all contact surfaces such as door knobs, faucets, phone, every thing we could think of….We also did not drink “Royal” bottled water. We drank Perrier, Pellegrino and Crystal bottled water…We did use Ice Cubes…But we also used our own “Bubba Mugs” & “Bubba Cups” .



Better - Enjoyed the Top Notch Service from the staff!! Most are still the Best!
All Restaurants had good food and service. No Complaints.
Food is Subjective…I enjoyed all Ala Carte dining venues.
Buffets mostly scare me…Except for the “Made To Order” Show Cooking Stations.
I must Complain about Spice one night…
I did not wish to enjoy The Buffet one night…I asked for a Menu for Ala Carte…
Our Waiter stated that they had no Menu items available - But I could order from the Room Service Menu.
So I did…It took over an Hour to get my food….


Best - Bartender Quio(key-o) & Waiter Louis @ Tapas...Exceeded Expectations!

Excellent - Believe it or Not...Waiter Sergio from the Italian Restaurant @The Grand Porto Real!!
We had Two of the Best Timed & Served Meals of our trip.
Sergio and his two assistants work like a well oiled machine.
The meals just flowed...Courses were served like clockwork...Not rushed...Not "Draggy"...
Sergio just seemed to be "in tune" with our table & coordinated & directed his 2 assistants.
Drinks were refilled promptly, Dishes were cleared promptly, It was a thing of beauty...

  • Stayed: June 2013, travelled with friends
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4  Thank TedG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lynn D, Manager at The Royal Playa del Carmen, responded to this reviewResponded 11 June 2013

Dear Guest,
Your comments are important for us and we are grateful that you take some minutes from your valued time and make this review from us, this is very helpful for us! Thank you so much for your feedback about the inconveniences you mentioned, this has been shared to the correct staffs and actions will be taken in order to improve for our future guests. . Thank you again and we hope that you come back and enjoy once again of all our services!

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8,406 - 8,412 of 16,642 reviews

Reviewed 8 June 2013

I will start by saying that having stayed at The Royal in Cancun 2 years in a row, it seemed like a no-brainer to try The Royal in Playa to be close to shopping, etc... as we were always wowed by the service of The Royal. 3 couples all booked through Delta Vacations under an "all inclusive plus" package, which stipulated a few extra "perks", such as black wristbands, exclusive checkin, a tote bag in room and spa discounts. May 23 - 31, 2013

Below is a brief overview of comparisons between the 2 resorts since they are Real Resorts.

**Check-in -- exclusive check-in as described above-- upon arriving after traveling 12 hours, we were taken on a long walk to a concierge in one of the separate buildings and not in the lobby. As there were 3 couples, the girl kept getting confused, mixing up credit cards, room keys, names. When we finally got through that and got to our rooms, keys for one room didn't work and we had to go all the way back to the other building to get them activated. We got black wristbands for the Delta package. Checkin at RC was seamless upon our arrivals there.

**Saw a beach butler 1 time poolside the entire 8 days, at which point we called him over to make us spa appointments. The rest of the time the cart was in one spot by the pool and you had to go to him. In Cancun, those Beach Butlers were around every hour or so cleaning glasses, offering frozen grapes or chatting up the guests. Ivan and Raphael in Cancun, we talked about you all week. We couldn't tell you the butlers names in Playa if our life depended on it.

**First day at pool, had to make trips to the bar for our group as we watched one of the servers totally ignoring people in her area. Now, I will tell you that not a drink request goes by without us tipping every time they bring our drinks back, so I won't attribute it to that. Upon our arrival each couple get hundreds of dollars changed to Pesos and tip servers, housekeepers, bellman, concierges, spa staff, etc.. My observation was that she did the least amount of work as possible. We moved to a different area the next day and got Ruth, and we made sure we sat in her area everyday from that point on. Good Job Ruth! you made an impression!!

**We had an issue with housekeeping for one couple where there was no service for 2 days. We talked to the concierge in our building Josephin, and that was rectified immediately with no other issues. We had Magdalena for our room and she took excellent care of us for the duration. This is the one area I felt the RPDC excelled in over Cancun. The beds were more comfortable (last year in my RC review I wrote that the beds were lumpy) and we loved, loved, loved coming into the rooms to the towel designs this year!! They were fantastic and fun!!

**Restaurants at both locations are almost exact, so not much to comment on here. I am never impressed with mass food production, but you can always find something to eat and a lot of it.

**Overall layout of RC is much better, RPDC much larger and had to go in search of coffee shop, Mediterranean restaurant, etc...

**Views from the rooms... RC wins hands down, every room is straight out ocean view.

**Tried to get us into the timeshare tour. Told them point blank no and they never asked us again.

**6 of us, no illness, enough said on that, old news.

**Now, my last point, so the Delta package I mentioned in the beginning, was to include a black and gold tote bag in room. Day 1 no bag, day 2 no bag, so we ask, they said, you don't get the bag you don't qualify based on room level booked (royal jr ocean view) I asked our building concierge Josephin, she emailed her supervisor and got back to us on day 3, sorry no bags (Josephin really helped with the few requests we had) I showed the travel documents that did not indicate a room level (remember we got the exclusive checkin, the black bracelets, but they were not giving us the bags) sorry, no bags. So I emailed the chief concierge , seriously over 3 - $2.00 tote bags I had to go that far? It was the principle of the thing at this point. Next day bags in room.

So to sum it up, Ruth & Josephin stand out as far as service and extra effort. Overall it was a beautiful sunny week, in a beautiful resort, under the hot Mexican sun with good friends. Is it a five star resort? No, but you could do a lot worse. If we had to pick between the RC or RPDC it would definitely be the The Royal in Cancun due to the level of service being superior, having been to both it is a noticeable difference.

Room Tip: Coba Building a great central location to pool, beach, lobby and restaurants rooms 252, 249 and 236...
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  • Stayed: May 2013, travelled as a couple
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3  Thank lifeofriley1120
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lynn D, Manager at The Royal Playa del Carmen, responded to this reviewResponded 10 June 2013

Dear Guest,
We want you to know that the comments and observations we receive from our guests are always taken very seriously, as they tell us what we are doing right, wrong, and how we can improve it, which is why we truly appreciate your willingness to share your impressions.
We would like to apologize for the inconvenience and in general for all the situations occurred during your stay that avoid you to fully enjoyed your holidays with us. Rest assure that all proper corrective measures have been taken, in order to prevent this type of inconveniences in the future.
Once again please accept our most sincere apologies. We will be delighted to host you once more and exceed you expectations.

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Reviewed 8 June 2013

Probably the best hotel I've ever stayed at - we had a great time. Everything was 1st class from the food ( the Asian restaurant was my favourite but the buffet was always excellent) to the service from the staff to the drinks selection. Even the shows we're pretty good which surprised me. The location of this hotel makes it even better as you are on the beach at one side but right on the main street at the other (which you would not realise from inside the hotel grounds) and this has lots of great shops, bars & clubs. I will hopefully return to the royal, playa del Carmen 1 day!

  • Stayed: July 2012, travelled with friends
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1  Thank MichelleS1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 June 2013

We have been going to the Royal in both Cancun and Playa del Carmen for many years now. Why people write negative comments is beyond me. We never got sick and don't people realize that someone from another country might have brought the bug to Mexico!!! Our experiences have always been and continue to be outstanding! The staff at the Royal are like family to us. We love all of them and what they stand for. They go out of their way to make you happy and make sure you are taken care of. There are numerous people we would like to comment on. Alex, bell boy, always greets us with "Welcome Home", Rebecca, his wife in The Chef's Plate and Angles, Isela (Wonderful Chef), Cecil and Christina , so professional and friendly as well as Carlos, the Somalier who always has a smile for us, Mary and Estella in the Lobby who hug us when they see us, Estella, Prude, Mich, Celia, Laura Andrea, Eva, Ruth and Elizabeth on the beach, Beach butler Lopez and Jimmy, (alway funny and accommodating), Jovanni and Pepe in Pelicanos, and all of Pelicanos staff including Nimrod and Jimenez who are always willing to to make our stay so pleasant, Jose, Selma, Abraham, Agulara in Spice, Rebecca again in Maria Maria and, Victor, Manager of Food and Beverage Assistant, the wonderful Chef Aristeo Nave Nicolas who had a fantastic menu at the Chef's Table and wonderful personality. We had a tour of the kitchen which was immaculate and huge, then dinner with the Chef, Concierge and Victor Gonzalez Cardenas and wonderful wine pairings from Carlos, the Somalier. We are going back in November and are counting the days. Royal, we love you!!!!!!

  • Stayed: June 2013, travelled as a couple
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Thank Susan D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 June 2013

This hotel was a great choice for us, we had the best time. We had the best service and one person that treated us the best was Celia...she was super. Some of the other staff that we really appreciated was Andrea, Eva, Mich and Prude. Celia mainly worked the beach in front our room but would also come by our patio and take drink orders.

Checking in was a breeze, the room was great with a great view. The person checking us in even "talked us out of a room" because of it's location and since it was our Anniversary she wanted us to have the most relaxing time. Our room was at the end next to what they all referred to as the "construction area"...but we never even saw anyone working there all week. It was nice, quiet and peaceful. I believe our room number was 638.

We have read how some people would give a tip and some wouldn't, either way everyone received great service. We did tip, because we appreciated the service so much.

The restaurantes were great as well. Our favorite was Asiana but also liked Pelicanos a lot. Pelicanos had a great food breakfast thru Dinner. The staff at both were wonderful. Our room came with the Chef's Plate, although it was good food I thought it was over rated a bit.

The bad storm blew in on our last night, but the staff was great about cleaning and taking care of things. From the stories we have heard from other people on our way home....We were glad we stayed here.

  • Stayed: May 2013, travelled as a couple
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Thank arcus53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 June 2013

We went for our honeymoon, arrived Monday 5/27/13 and left Sunday 6/2. From the very moment we got there and were brought champagne as we sat and checked in, the staff was the most friendly and helpful we've ever experienced! The activities that they offer through the hotel every hour of every day are great options, and Katie on the event staff was especially friendly and informative, or if you just want to lay by the pool and watch everything going on, Prude on the poolside service staff is one of the friendliest people we encountered! We loved every meal we had, and couldn't get over how awesome the all-inclusive experience was, ordering whatever drinks and food we wanted whenever we wanted it. Even though it did rain on Tuesday and Saturday, for the most part it rained off and on, so if we were by the pool we would just endure the rain drops for 5-10 minutes and then it was back to sun. Saturday night, we bought tickets to Coco Bongo, a local night club, through the hotel, and even with torrential downpour Saturday night, Alex and the guys from the hotel who escorted us on a bus made it a memorable experience! Our only complaints were with room service: Tuesday morning, we ordered breakfast and after two hours our food still hadn't come so we went downstairs and cancelled and they told us they were backed up because of the rain, then another night we ordered and after an hour we called to check on it and found our order had gotten lost as their shift change time was right when we placed it. So just don't be shy about calling if you've been waiting as they are quick to correct any errors. But still, it's hard to complain about free room service. :) The shows every night were awesome to watch, and you should definitely check out the omelette bar for breakfast at Spice restaurant. Our favorite restaurant for dinner was Maria Marie, and it had some of the best service we experienced both nights we ate there; they even brought us a special cake as it was where we ate on our last night there. We had never been to a resort before, but I can't imagine that we could find one better than The Royal. We will definitely be looking into coming back in the future!

Room Tip: We had a room near the lobby that overlooked the grassy area & the pool, it was great. We really...
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  • Stayed: May 2013, travelled as a couple
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1  Thank DanielleGarcia525
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 June 2013

The Royal was very nice. It was our first trip to Mexico and did not know what to expect. The hotel was very luxurious and ‘all” the staff were extremely friendly and accommodating. I agree with others: “Walk by anyone that works there and their hands immediately cover their hearts and you are greeted with a true, warm smile:. For example, Maggie (Pool Bar Support) was very friendly, professional, and did everything she could to make our experience memorable. The room had 2 person spa, fully stock minibar, patio with hammock, comfortable bed, and many other amenities. The grounds, pools, lobby, and walkway to rooms were highly manicured. There were several restaurants including Caribbean and Mediterranean. We enjoyed the Caribbean restaurant but fell in love the variety buffet restaurant called Spice. The “Spice” restaurant offered unending choice of a variety of dishes that were all very tasty. Maria Leticia did an excellent job maintaining the room. We would definitely stay at this hotel when visiting Playa Del Carmen. If I had to offer the hotel suggestions – they could improve/increase their evening entertainment. We found little to do in the evening at the hotel

  • Stayed: May 2013, travelled as a couple
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Thank TonyP5050
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Royal Playa del Carmen

Address: Avenida Constituyentes 2 | Centro, Gonzalo Guerrero, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Romantic Hotel in Playa del Carmen
#8 Top resorts Hotel in Playa del Carmen
#8 Spa Hotel in Playa del Carmen
#10 Luxury Hotel in Playa del Carmen
#11 On the Beach Hotel in Playa del Carmen
#25 Green Hotel in Playa del Carmen
Price Range: £244 - £538 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — The Royal Playa del Carmen 4.5*
Number of rooms: 513
Official Description (provided by the hotel):
Along the powdery white sands of the Caribbean, The Royal welcomes guests to a world of all-inclusive luxuries exclusively for adults. Situated on the Riviera Maya just steps from Playa del Carmen's famous Fifth Avenue, the AAA Four-Diamond resort boasts all-suite accommodations with private balconies and spectacular views, plus special options such as swim-up suites and beachfront walkouts. From beach butlers to romance concierges, the attentive staff provides genuine hospitality at every turn as guests enjoy the luxurious spa, exquisite cuisine, natural beauty, and many other delights of The Royal. ... more   less 
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Also Known As:
The Royal Playa Del Carmen Hotel Playa Del Carmen
Royal Hotel Playa Del Carmen
Royal Porto Real
Royal Playa De Carmen
The Royal Playa Del Carmen Mexico/Riviera Maya

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