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.

“Started not so good... but everything turned out GREAT after the second day!”

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 11 more sites!
The Royal Playa del Carmen
Ranked #12 of 215 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersSilver level
Reviewed 28 January 2014

I would say that our first two days at the resort wasn't all great -- the rooms we booked was all wrong. We wanted an ocean view with a King size bed. We got a garden view and two double beds. It took so much effort to get this fixed. We were moved to a different room with the right size bed but we were right where the construction was. We could not believe they would book rooms on that side of the hotel considering the proximity of the construction site to the front doors of the suites. Based on our measurement, it was literally about twenty feet away - from the scaffold to our front door! It was that close. The noise was unbearable. They started their job at about 7 am -- totally not what I wanted my vacation to be. The noise became primary when the dust became uncontrollable as my husband and I have sever allergies. We brought this up to the front desk manager, Carlos, and although he seemed interested in resolving the issue, we felt that he wasn't very aggressive in finding a solution. He mentioned that there are virtually no rooms available until Sunday (we arrived Thursday and we leave the following Tuesday). After that initial meeting, we were approached by some folks who told us that there are rooms available and that we just need to push harder with the manager. This was extremely frustrating! At the very least, we had hoped that we would be compensated through comping our spa services. Carlos said it can't be done and the most he can only cover for one of the services. I explained to him that with all the inconvenience we went through, comping our spa services is the very LEAST the hotel can do. After MUCH complaining, he agreed and gave it to us. Perhaps coming from the states, we had gotten used to great customer satisfaction, so this was an adjustment for us. Nonetheless, we couldn't be moved to a better room until Friday afternoon. The third room was a better location, but back to two double beds. We dealt with it. We were later moved to an even better location (facing the pools) with a king size bed. We were happy then.

I agree with the previous reviewer about the early morning phone calls - it was really bad. If you want your guest to have a good impression, LET THEM SLEEP! Bed were okay in terms of comfort, but hard on our backs, but we feet that might have a lot to do with us being used to a Tempur-pedic mattress.

The location is okay - a bit of a drive from the airport. This part was annoying, but it is what it is.

The customer service at this hotel is definitely FANTASTIC! They truly look after you and always making sure you have everything you need. Our housekeeping staff, especially in the last room we occupied were great! We would always come back to our room with some cute towel-made animals! They were adorable. Also, when we moved to the last room, the housekeeping staff (there were three of them) cleaned the room thoroughly. Seems like the previous guests trashed the room pretty bad! There were chips on the floor and they were doing some repairs as well. We hung out a bit in the balcony so we saw how well they cleaned every single nook and cranny of the room. We really appreciated how hard they worked! Our housekeeper, Coindelaria was really great -- always making sure we have the right aromatherapy scent, new sheets, and absolutely clean surroundings. We loved coming back to our room at the end of each day.

We also ate at Chef's Plate three times! The food was sublime - almost out of this world! Your taste buds will be in for a treat if you eat here. They adhere to strict reservation time and dress code so make suer you follow accordingly. They were also extremely conscious of my food allergies which I appreciated a great deal! The service, food quality, and presentation were all 10 out of 10! We hope to come back to eat here again soon!

The room service (we ordered about three times or so) we got after 10 p.m. were great also. The food were all delicious and delivered timely. The staff who delivered each time were very courteous and professional!

My husband and I also had massages done (two days in a row - first day was comp'ed). We loved it a lot! Lavina and Yessica were our therapists and I'll tell you, they have amazing talents! They really relaxed us and got rid of knots and tension in our backs. The second day we had Yessica and Evelyn - consistently amazing throughout. They were great and worked through the entire 50 minutes. The facility was super clean and ran very well. Everyone was there to help and made sure things were done correctly.

All in all we had an amazing experience! We enjoyed our stay and will surely return here.

Room Tip: We worked with a travel agent when we booked this trip. We realize that when booking, there's a...
See more room tips
  • Stayed: January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank tuhtuhtravelme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a ReviewReviews (16,869)
Traveller rating
Traveller type
Time of year
Language
  • More languages

7,681 - 7,687 of 16,869 reviews

Reviewed 27 January 2014

We stayed at the Royal in mid January 2014 for our first visit to Mexico. It was a fabulous experience. The service, food and suite was great. We stayed in room 385 which had a great ocean view. It was near the gazebo where they have weddings. You can do an online check in 2 days before you arrive, and get to see the view from your suite. This makes the check in process must faster and smoother when you arrive. Our check in took about 10 minutes. We ate at every restaurant on the property except for Chef's Plate. I would recommend El Mediterraneo for steak. Spice has a great breakfast buffet. After a few days we found out that you can ask for just about anything even if it's not on the menu. We went to Tapas and asked for Fish Tacos. The chef was more than willing to make them for us. Also Jumbo Shrimp are not on the menu at El Mediterraneo, but if you ask they will make them for you.

If I ever go back to Playa, I would stay at the Royal again.

  • Stayed: January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank Mary F
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 27 January 2014

Dear Guest,
Thank you very much for your recent visit and for taking the time to post your nice review on Trip Advisor.
We look forward to welcome you once more very soon!!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 January 2014

We had a family group (10 of us, all 18+) vacation at the Royal in Playa Del Carmen in Mexico. All inclusive, everything and more. The service was exceptional. The staff was very courteous and respectful. The hotel grounds, rooms, and beach were great. Food was delicious! Every night there was a floor show to enjoy. Fifth Avenue shopping was right there.

They even provided a electric scooter for one of our group who had mobility issues!

Pool chairs could be hard to find, but some were marked "saved" and never claimed, so... ;-)

We had various rooms around the complex, none were bad (no-one was in the North Wing!

  • Stayed: February 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank 58-Carl
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 27 January 2014

Dear Guest,

Thank you very much for taking the time to post your great review on Trip Advisor.
We look forward to welcome you once more !!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 January 2014

Very disappointing we arrived to find we were in a room looking over the new extension of the Hyatt hotel who they have a joint venture with. Having requested not to be in the work zone area our room looked over the site and was probably 50 yards from work site and stunk of cigararette smoke. After complaining we were moved to a room with a partial sea view. Where do I start it just went down hill from there! The phone did not work, and the toilet blocked up, the plug in the jacuzzi did not work and 2 hours later is was all sorted but a long process. After the money we spent in the weeks long accommodation the service was not up to scratch at all - even though the Mexicans are very accommodating it was one problem after another. No mint to make a Motijo at one bar of many - central kitchen why not send off for more - the bar tender would rather play dumb than answer that question. Ordered a champagne - flat! Very frustrating when everything is inclusive but a place of this size cannot cope with everyday requests. We did a kayak tour today which was inclusive but paddled out to 50 yards from the shore and the smell of the out fall was terrible. Which was really surprising as so many other countries have so much better infer structure. We have had such a better impact on this in Hawaii, Bali, Thailand, Maldives, Barbados etc. We are just really disappointed in the overall feel of The Royal having read appraisals of the Royal. Our room was to our expectations! and the food was on the whole good but they let us down in their expertise as they are a long way from being professional. We feel that we would not return having come across from the other side of the world if they are not going to be up to scratch then it's not worth spend those extra dollars to come here as we have some many amazing beachside holidays at our doorstep. We would have loved to rave about this beautiful place but it has not meet our expectations!

Stayed: January 2014
6  Thank Bluepole
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 27 January 2014

Dear Guest,
Thank you very much for your recent visit and for taking the time to post your review on Trip Advisor. Please rest assured that we will share your valuable feedback with our staff for our improvement and in order to achieve our guest’s entire satisfaction. We sincerely apologize if you felt uncomfortable with our services. Also. we apologize for the noise but we would like to mention that the constrcution is not part of our resort. We hope to have the privilege to welcome you back in a future and to provide you with a truly unique vacation experience.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 January 2014

The Royal treats you like "Royal-ty"! Our second time there and we will be back! In the high-season, it is expensive, but during shoulder and low season, very reasonable for what you get. The Royal is a Mexican-owned property that keeps the best of the local culture with a high-end property. The food is very good and varied, coffee bars, snack areas, and lots of good dining choices. Book a private pool suite and splurge. Location is perfectly centralized on 5th Avenue. Rooms are very comfortable and beds/bedding is luscious. Air conditioning keeps the rooms very cool. The property is unique and has many interesting and beautiful features.
Also, lots of both young and older people here while we were there.
Now for the important parts. The people...
The staff is very, very good. They actually have a simple "salute" they all give the guests! although most of you might be chuckling, you will find it quite genuine. We felt like truly honored guests. Everyone wanted to help. (with the exception of the front desk, which you really won't need much, btw)
Royal Management, you should fix that and be really great.
We checked into the Romance Concierge with Willamina, and she is the best! Ask for her.
But what we were really there for was a wedding/vow renewal. We were renewing our vows for our 20th anniversary and pre-planned much of it with Elsa, and then Denys, and the pre-planning went well. We had a meeting with Denys and then the Royal treatment really began! Denys was like an old friend. She took care like we were friends, and treated our renewal just as importantly as a 50 guest, 1st-time wedding that would make her and the resort much more money. Trust me, you can't buy "care", it has to be given. Denys is your girl!
They know how to do weddings for sure, and can do as little or as fancy as you want.
Finally ask for Jose as your photographer. (He is based over in the Gran Porto). He is great and loves what he does.
Thanks Royal, we really could not have been more happy!

Room Tip: Ask not to be near the hotel being built next door.
See more room tips
  • Stayed: January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Greg S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 January 2014

In December 2013 my husband and I visited the Royal and, as members, had the opportunity to have a Chef's Table dinner in the resort's kitchen. This dinner is only open to three couples at a time and has a wonderful, creative preset menu with wine pairings. Our hosts were Victor, Ali, and Rodrigo who sat with us, added much insight into the Royal's food and beverage (F&B) operations, and answered any questions that we had about not only the Royal, but about Mexican cuisine, as well. In addition, Ali had created wonderful, personal (for each of the three couples) fruit sculptures. We also had the opportunity to meet many of the F&B staff and walk thought the whole F&B operation. It was a memorable evening and a real highlight of our visit.

Room Tip: I would recommend nothing below an junior suite ocean view room. If you select something close to t...
See more room tips
  • Stayed: December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Karen368
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 27 January 2014

Dear Royal guest,
It is such a delight to hear from you and to read your amazingly kind words.
You are part of The Royal Playa family, reason why I am not surprised to know about the wonderful service provided from the people mentioned. As you should know by now, our motto is to do our jobs from the heart and it is absolutely true, and is very important for us to show our guests how we do our jobs. We look forward to welcome you once more very soon!!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 January 2014

While the demographic skews a bit to 40 plus. This property is immaculate, updated and has everything you need in an all inclusive INCLUDING being in the middle of town and allow you to enjoy Playa for why we come here in the first place.
Pros:
The rooms,
The beach,
The pools
The activities.
Center of town,
Number of restaurants.
Spa
Activities desk.

CONS _
Long and exaggerated check in process (expect to be there at least 10 minutes and talk to min of 3 people - free champagne while waiting)
No premium alcohol without charge ($6 red bull - no corona)
Construction at property next door.
No fresh fruit to make drinks.
Entertainment kind of dated and tired.

We would return to this hotel for at least a couple of nights to enjoy the center of town.

  • Stayed: January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank KirkC12345
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 27 January 2014

Dear Guest,
Thank you very much for your recent visit and for taking the time to post your review on Trip Advisor. Please rest assured that we will share your valuable feedback with our staff for our improvement and in order to achieve our guest’s entire satisfaction. We sincerely apologize if you felt uncomfortable with our welcoming. We hope to have the privilege to welcome you back in a near future.

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
4.8 mi away
Fairmont Mayakoba
Fairmont Mayakoba
#10 of 215 in Playa del Carmen
4,375 reviews
0.4 mi away
Mahekal Beach Resort
Mahekal Beach Resort
#29 of 215 in Playa del Carmen
2,929 reviews
1.5 mi away
Paradisus Playa del Carmen La Perla
Paradisus Playa del Carmen La Pe...
#19 of 215 in Playa del Carmen
9,455 reviews
Show Prices
Show Prices
Show Prices
2 mi away
Royal Hideaway Playacar
Royal Hideaway Playacar
#36 of 215 in Playa del Carmen
4,601 reviews
12.4 mi away
Valentin Imperial Riviera Maya
Valentin Imperial Riviera Maya
#1 of 1 in Playa del Secreto
12,393 reviews
9.8 mi away
Secrets Maroma Beach Riviera Cancun
Show Prices
Show Prices
Show Prices

Been to The Royal Playa del Carmen? Share your experiences!

Write a Review Add Photos & Videos

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
#7 Spa Hotel in Playa del Carmen
#7 Top resorts Hotel in Playa del Carmen
#10 On the Beach Hotel in Playa del Carmen
#10 Luxury Hotel in Playa del Carmen
#25 Green Hotel in Playa del Carmen
Price Range: £239 - £465 (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 
Reservation Options:
TripAdvisor is proud to partner with Travelbag, Expedia, Prestigia, Agoda, Holiday Gems, Booking.com, LoveHolidays, Hotels.com, TripOnline SA, HotelsClick, Ebookers, Evoline ltd, 5viajes2012 S.L., getaroom.com and Cancelon so you can book your The Royal Playa del Carmen 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:
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

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