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“Livestock on the property???”

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The Royal Haciendas All Suites Resort & Spa
Ranked #48 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
New hampshire
Level 5 Contributor
95 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
“Livestock on the property???”
Reviewed 1 May 2014

This is a beautiful resort which we have enjoyed for the past 6 years. This year they brought in some entertainment and vendors. Unfortunately that entertainment included photos with a live donkey. I feel there are several problems with this, 1) it is unsanitary because we don't know where this donkey has been and what it brought in on its feet and it is located in the pool area where people walk in their bare feet and then jump in the pool, 2) although there was a poop bag we all know it may not always catch everything so the question is how is it cleaned off the pool deck to ensure no viable bacteria remain, 3) when you fill in your custom forms back to the states it asks have you been in the presence of livestock. How do you answer this then, and what happens if you say yes. I for one dont want to find out and be detained in US immigration.

You can see from the picture here that this donkey does not look healthy or happy, Look at its legs. It literally did not move the entire time it was there (several hours) which makes me think it was drugged. Please people, do not fall into the trap of using this poor donkey as your souvenir just so you can have a picture sitting on the poor thing. People were actually sitting on this guy and not children, full size large adults. I did speak to management but really got nowhere. Got the standard line, but they are licensed. Just because you are licensed does not mean it is sanitary for a resort of this type or humane.

Stayed April 2014, travelled with friends
Helpful?
10 Thank NHTraveler1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Big Sky, Montana
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 30 April 2014

Just home from a week at Royal Haciendas. This was our second year visiting and we came home owning a week in their timeshare program (Roberto, Luis and Mitch were fabulous, seriously, we own a real estate firm in the States and these guys were very detailed and no pressure). The property is incredibly clean and with a spectacular location on the beach. Food was consistently good, the dive shop "Balam Dive" and team is absolutely superb (Marcos, Carlos and Patrick), well maintained equipment, thorough pre dive game plans and gorgeous dive locations. The pools and hot tubs are wonderful - the entire resort is very family friendly. We have 2 teenage boys 13 & 16 who were never bored and loved the resort as well. The villa was spacious, clean and well appointed. The spa services were high quality - definitely have a massage in the beach palapas. Love the grocery/provision store - has everything you need from groceries, wine/alcohol, sunscreen, bathing suits, jewelry to good beach books.

Room Tip: I honestly don't think you will get a bad room - they are all very spacious, clean and well appo...
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  • Stayed April 2014, travelled with family
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Helpful?
2 Thank Mlsj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 6 May 2014
Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 30 April 2014

We returned from a week at the Royal H last Friday. Negative 1. Check in took nearly 20 minutes when there was no queue and we had 2 very tired boys (4&6). Negative 2. Far too much pressure from Concierges to attend a sales talk to buy a timeshare which takes longer than the claimed 90 minutes including the 'tour', short film and meal.
That's it.
I cannot fault anything else.
Food - my boys are very fussy and ate really well. On one occasion when they kicked up a fuss about the buffet, something was made especially for them, with a smile. The quality and taste of the food is far beyond anything you would expect. Cannot be compared to a normal all inclusive. Lots of variety and even premium brands booze included. Accommodation - spotless, clean, spacious, practical - they have thought of everything. We were in F346 which we felt was perfect. We all loved the balcony jacuzzi bath everyday. AC was a God send - was boiling at 7am! Pool - clean and lots of shallow areas for kids. Pool service excellent. Spa - very professional indulgent, worth the slightly high price. Kids club was excellent - very varied activities all day, superb facilities and helpful staff. Beach - beautiful sand, good activities and the sea is really that blue :)
I could have done with a laundry service - although there is a laundrette for you to serve yourself.
Quick note about the transfers - we were with 'yellow cars'. Bearing in mind they saw 2 exhausted kids, they kept us to a side while people coming out of the airport after us were being ferried off with them. They wanted to sell excursions. Be careful not to get ripped off here - feel I ought to emphasise the fact that this is nothing to do with the hotel. Virgin flights were excellent and they put us in extra leg room seats on the way home in order to keep us together - Thanks Virgin!
Last point before I forget, we went to Las Mourales twice - the first time, the food and service was nearing Michelin star. The second, both were pretty rubbish. Not sure what happened, the music was still wonderful.

Room Tip: You want to look for something not too close to either the pool bar or the Rotunda
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  • Stayed April 2014, travelled with family
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Helpful?
2 Thank Travelswithkids2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 6 May 2014
Dear Guest:

Thank you for taking the time to review your stay with us.

We always strive to provide the highest satisfaction levels to our guests and it's rewarding to learn we achieved this goal with you.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 29 April 2014

This is a timeshare property, and this is not evident on Expedia (who we booked through). All guests have to change rooms on a saturday which we found completely inconvenient, travelling with a 15 month old. We travelled in a group of 6 adults plus my son, and at least half said that they would not have booked the hotel if they had know about the necessity for changing rooms. (For what it's worth, it does say in the small print that guests 'may' have to change units, but that the hotel would try to avoid. Which kind of leads you to believe that it's unlikely to happen. The hotel told us that moving units is a guarantee, so Expedia really need to make this more obvious).
Check in took FOREVER. We had 3 rooms, each with 2 adults, yet only given one key per room with a promise that we could return the next day for a second key. The second keys never materialised, despite asking several times.
In one of the rooms, there was a lovely pile of toenail clippings on the balcony when we checked in. We asked for the room to be cleaned properly while we went for dinner. That didn't happen. Disgusting.
On arrival, there was no cot ready for my son, which we made a special request for. This should have been ready for him to sleep in, no excuses.
There was no mini bar, bottles of water, coffee (sugar, milk, etc), toiletries, bath robes, etc., provided in the rooms. These are all basics that, as All Inclusive guests NOT timeshare owners, we should have been provided with, according to the package that we paid for. We asked every day for 4 days before any of this was eventually provided, and it was only after we had to have a blow up with the staff that it materialised. And then it was never replenished after use (surely it should be checked every day?) And fyi, one small bottle of water is not enough for 3 of us. The person we repeatedly spoke to about these items was our concierge, Jacqui (who I presumed was the person to ask about anything, especially when after being introduced to her, she said anything you need, let me know...) who eventually fobbed us off to the duty manager, who spoke a very good game, but we had to speak to another manager the next day, and then the first manager again the next day...yawn, you get the picture. How hard is it to put a few basics in a room?
We were persuaded to go for the timeshare talk by promises of 'incentives' (cheaper day trips, free beach bags and $200 off our room bill). This would apparently take 90 minutes and they like you to have breakfast with them too. Luckily, we had breakfast before otherwise we would have been there for the whole morning, and it is PAINT STRIPPING BORING. The day trips were cheaper, granted, but you had to make a million different hotel stops for picking up other guests, when we enquired about the same day trip without the 'discount', it was over an hour shorter each way (no guest pick ups). We only got $100 off our room bill instead of the promised $200. But we DID get a free beach bag. Thanks.
After we changed rooms on the saturday, we once again had to go through the whole 'can we have ...(all of the above)' again. Really??!
The grounds are immaculate. The staff obviously work really hard to keep it as beautiful as it is. The location is stunning, lovely beach, no problems with getting loungers. The water is amazing! Lovely, warm and clear, my 15 month old loved running in and out of it! The rooms are spacious and comfortable. We had a one bedroom apartment and it was perfect for us. The food in the main restaurant was fantastic (apart from the oriental night when it reminded me of a less than average chinese takeaway), and we're big foodies as my partner is teetotal and I'm currently pregnant, so not interested in the free cocktails. We couldn't get a reservation for the bookings only restaurant (I heard rumours about timeshare owners being favoured, but who knows). Anyway, breakfast, lunch and dinner were all fab at La Palapa restaurant. Although be wary of the 'timeshare talk breakfast' queues in the morning! Staff in all the restaurants and pool grill bars were fantastic.
Room service was a lovely additional touch. We ordered from there 3 times. The first time, everything came as expected and was delicious. The second and third time, things were missing off the order, and although what was there was lovely, it was annoying having items missing.
All in all, I would recommend, and I would go back! For us, the cons I've listed are irritants but not deal breakers! Just be prepared! Having read the reviews, these are things that are complained about time and time again, so if you do go, and you do have these issues, go in hard from the start! They're repeat offenders!
ps management team, if you're reading this, please don't bother with a response, I've seen enough copy and paste jobs in the reviews below already...

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank blackbettysan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 6 May 2014
Dear Guest,

Thank you for taking time to post your comments about our review.

Our resort is a mixed use resort and we're sorry to learn you did not understand the information when booking it through a third partner. We will put extra attention and make sure to leave no room for doubts so no one of our future guests shares the unpleasant experience.

Resort's Guest Services Manager is already been informed of your comments and they will try to reach you so we can learn from this situation and improve those areas in which there are opportunities to ensure during your next visit your overall experience gets significantly improved.

We appreciate your feedback and look forward to welcoming you back soon.

Warm Regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sliven, Bulgaria
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 28 April 2014

We traveled to the royal haciendas few weeks ago, we were traveling with the "all inclusive" package, wich was totally worthy, since we arrived everything was just perfect, the staff at the entrance as the staff from the front desk were so warm and smiley that already we were feeling like "home" after check in we met our concierge Karla, she was so sweet and helpful! they also gave us a lot of options for excursions and also plenty of activities in the hotel. We arrived to the room early so it was still messy, but it took no more than one hour to get it done, i didnt took this as a negative thing, maybe beacause we were early plus i was happy to be in paradaise,the room was nice with nice bathtub and garden, just in front of the pool, restaurant and the chess.
The bartenders at the pool bar were A M A Z I N G !!!! Dany, apolinar, also the self proclaimed "Ricky Martin" hahaha they really made our afternoons so fun!! they were so respectful and helpful

The pools and the hotthubs were impecable at all times, beach was beautiful but it was to windy then! also the beach was very clean!

in food matters, we were having brakefast at the buffet everyday, wich was good but i muuuuuuuuuuust say pancakes were pretty dry, but in general good food, they also have themed night wich gives variety! we were doing room service for dinner, the menu is pretty basic but still they have stuff at 4 am! haha

they had also shows at night! we just saw the circus one! not my cup of tea but for kids, for sure is super interesting

la quinta its super close, they have shuttles for 3 dollars and they have one free but must make reservation for them.

We were not looking for buying a time share, we went there for vacation, but we did took the presentation, and guess what? we end up buying a timeshare! we are very exited about it!

in general i think this hotel for couples or family is just simply fab!


i recommend this for people who wants to have rest and enjoy the beach and pool!
not such a party place

Cant wait to be back!

Room Tip: First floor they have nice garden and two steps away from the pools
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  • Stayed March 2014, travelled as a couple
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Helpful?
1 Thank timesharetales D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 29 April 2014
Dear Guest:

Thank you for taking the time to review your stay with us.

We always strive to provide the highest satisfaction levels to our guests and it's rewarding to learn we achieved this goal with you.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Marion, Massachusetts
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 28 April 2014

As always we had a blast. Great family resort. The food is a little pricey at the pool bars but was very good. I do have one complaint. As an avid golfer I was finally looking forward to a day or two of golfing. I wanted to golf here the last time we came but didn't have the time with all our days scheduled. I was so excited to golf with my father in law we called the day we arrived to make reservations. I COULD NOT BELIEVE the price to golf!!! I believe it was like $140 plus an additional $35 to rent clubs??!,!?!?!?! That is wayyyy more than I would ever pay to golf 18 holes. We have 5 star courses back home and pay between $65-$90 to play. I never saw people golfing there as we left and re-entered the resort during the week. Most families are middle income families and can't afford that price. If it was $70-$90 per round I probably would have played 2 or 3 rounds and you would have made more money than the $140 you charge for one round ... But instead you made nothing from me. You really should consider lowering the price so the average golfer can enjoy a round or two.

  • Stayed April 2014
    • Value
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    • Cleanliness
    • Service
Helpful?
2 Thank EMLApril
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 29 April 2014
Dear Guest:

Thank you for taking the time to review your stay with us.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
South Burlington, Vermont
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 27 April 2014

We just returned from a 5 day stay at Royal Haciendas. My kids are 8 and 9 years old. They loved the food buffet and pools more than anything else. Very family-friendly: very calm atmosphere, no ruckus party-goers. Very clean.
While there are 5 or so restaurants available on premise, we loved the La Palapa buffet so much that we ate there exclusively.
Visited Tulum and Coba Mayan ruins (totally recommend the latter), and this resort location made it possible for us to hire a taxi and not pay the extraordinary pricing that the hotel wanted for day excursions. We paid $150 USD for him to take us around all day long, as opposed to the $600 USD it would have cost our family via the resort packages.
I also like that there are sections dedicated to kiddie pools for those with younger children.
Beach is beautiful, and there is waverunner and parasailing renting available nearby.
We visited the 5th Avenue at town center of Playa del Carmen, but I wasn't impressed with all the tourist attention-grabbing from the locals. I didn't go back there again because it's a 15 minute ride.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Lucas S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cristóbal G, Online Community Administrator. at The Royal Haciendas All Suites Resort & Spa, responded to this review, 29 April 2014
Dear Guest:

Thank you for taking the time to review your stay with us.

We always strive to provide the highest satisfaction levels to our guests and it's rewarding to learn we achieved this goal with you.

We appreciate your feedback and look forward to welcoming you back soon.

Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Royal Haciendas All Suites Resort & Spa

Property: The Royal Haciendas All Suites Resort & Spa
Address: Cancun-Chetumal Highway km 289+10, Playa del Carmen 77710, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Playa del Carmen
#17 Green Hotel in Playa del Carmen
#34 Romantic Hotel in Playa del Carmen
#36 Spa Hotel in Playa del Carmen
#36 Luxury Hotel in Playa del Carmen
#38 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): £££
Hotel Class:4 star — The Royal Haciendas All Suites Resort & Spa 4*
Number of rooms: 252
Official Description (provided by the hotel):
The Royal Haciendas(R) Just 10 minutes from Playa del Carmen, this enchanting beachfront resort has architecture and gardens inspired by the grand old haciendas of the Yucatan. Enjoy fine dining, activities and many other amenities with the REFINE All-Inclusive package. The Royal Haciendas(R) is proof that dreams come true. Imagine, the best in beachfront living quietly nestled within Riviera Maya's most prestigious oceanfront golf community. ... more   less 
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Also Known As:
The Royal Haciendas Hotel Playa Del Carmen
Royal Haciendas Hotel
Royal Haciendas Playa Del Carmen
The Royal Haciendas All Suites Resort & Spa Mexico/Riviera Maya - Playa Del Carmen

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