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“Staff is great, especially the restaurant, but overall disappointing.”

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The Royal Haciendas All Suites Resort & Spa
Ranked #48 of 210 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Malibu, California
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“Staff is great, especially the restaurant, but overall disappointing.”
Reviewed 17 August 2014

We've been staying at Royal Resorts for years and have always been very happy. Our first stay at Royal Haciendas was quite a few years ago and we LOVED it! Fantastic room, very reasonable, good food, friendly staff.....

This trip we were very disappointed, but there were some great points as well. I have a soft spot for Royal Resorts because we've been so consistently happy with over 20 stays over the years, but I had to share this review and truly hope they are able to fix this issue. As of now we won't be returning to Haciendas and will think hard before going back to any of the Royal Resorts.

The staff is still wonderful, especially at Las Murales restaurant. We did not feel harassed to purchase a time share, but the option to see a presentation was made available to us. No matter what we asked for we received it with a smile. The staff that provides drinks and food at the pool and beach is incredibly attentive.

This time we stayed all inclusive, but it is only an option, not a requirement. We thought is was well worth the cost, but our bill for food always had zero as a total with a note that tips were not included. Most all inclusives include tips so this was disappointing, and having no total made it impossible for us to fairly tip the wait staff. We did our best and they were genuinely grateful when we tipped no matter what we left for them. There are only three places to eat, and not all serve every meal of the day. If you are looking for a huge variety or high end food then you won't find it, except for dinner at Las Murales, but the food was good and we found it easy for all of the kids as well as the adults to find something they liked each day. I do wish there was more of a choice as we got tired of the menu half way through the trip.

The room location was a dream for a family with 4 children under the age of 11. We were first level beach front and pool front. Back patio was on the beach and front door led directly to the pool. It was perfect! It was a bit disappointing that when we checked in we were told there wasn't a first level beach front available even though we had requested one, but upon pushing one magically opened up. Frustrating to say the least.

Perhaps the worst part of the experience was the music both the volume and the appropriateness. During dinner in this wonderful fine dining restaurant there was loud music pumping from next door that overshadowed the live guitar. Requests by the restaurant management and several direct requests from diners while we were at the restaurant several times were ignored. Also, the music at the pool started off great, but soon became loud club music that was not appropriate for families. I am all for club music, but my kids don't need to hear "Sexy and I know it" several times a day for 10 days in a row. At one point during one of the activities while this song was playing an older man stood on the side of the pool and mooned the crowd. Fortunately the kids missed that. Needless to say we spent more time sitting at the beach than the pool. Even without kids if I was on a party vacation with friends this would have been too much like a spring break scene for us.

Also, be aware that they no longer take traveler's checks and you have to present your passport to exchange money. Not a huge deal but very frustrating when you walk from the room to do so and then have to go back and get a passport.

The resort itself is in need of maintenance both outside and in the room. Our couch was torn up on the sides, our room had marked and ding in the walls. The kitchen was missing many of the amenities that we remembered from our first stay, and it was not clean at all. We found rice on the shelves in one of the cabinets and a bug in the refrigerator when we checked into the room that had clearly been there for a while.

At the end of the day the price was very reasonable, but I think at our visit overall we did not get what we paid for even at that price.

Room Tip: Ask for first level beachfront if you love to be right on the beach and have easy access to the pool...
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  • Stayed August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
5 Thank Johanna M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (1,029)
Date | Rating
  • Dutch first
  • English first
  • French first
  • Greek first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Doral, Florida
Level 5 Contributor
79 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 17 August 2014

Resort very nice and staff was very helpful but food left much to be desired. Pool service took very long and drinks were very watered down. Specialty restaurant was good. The rooms were very clean and housekeeping did excellent job. We purchased the all inclusive package and mostly used it for room service as the food was just not up to our expectation. We did not enjoy the beach as it was murky and rough all week and only activity was kayaks we will not be going back to this resort.

Room Tip: All rooms have good views.
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  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
5 Thank Carlos L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago, Illinois
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 13 August 2014

This hotel is located just outside the town of Playa del Carmen and it's also about 40 miles from the Tulum historical site.
The all inclusive package was well worth it. We mostly ate at the more family friendly restaurant which was buffet style and we were always pleased. On the rare occasion that we weren't able to find something that we liked we just ordered from the menu just like in any other restaurant (if you do this most items are free; there is a small surcharge for premium cuts of meat). The staff were always very friendly and polite.
This hotel is right on the beach, but beware that there are lots of underwater rocks so it's not really a swimmers' beach. This was dissapointing for me, because I usually prefer swimming in the ocean and don't care much for the pools. You can still swim here but you have to watch for the rocks. If you are into snorkeling or just relaxing you'll be more than satisfied. Beachside food and drink service was always good and fast.
Our main problem (and the reason we give it only 4 stars) was the mandatory change of room on Saturdays. We stayed only one extra day until Sunday and they still made us move. We were promised that our new room would be ready by 11 am (we left the old one at 9am). However, when we returned from a sightseeing trip around 3 pm, the room was still not ready. We did get the key but the room was still dirty from the previous guests and not made up. This was a major incovenience because we have a 3 year old who was tired and we didn't have any place to change her and put her down for a nap.

  • Stayed June 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
7 Thank Tanya791
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 10 August 2014 via mobile

We visited the royal haciendas just last week and it was an excellent experience. The staff was always friendly and willing to help out with any of our needs. Language barrier was never an issue. Beach was beautiful. Food and beverage service was always accurate and fast. We all did the all inclusive package which was well worth it. Made our trip very convenient. Thomas Moore travel agency was also a huge plus for us and made our excursions outside of the resort very accommodating. Would love to return

Stayed August 2014, travelled as a couple
Helpful?
5 Thank Nick D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pittsburgh, Pennsylvania
Level 3 Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 10 August 2014

My family of five (three teenagers, 17, 15, and 13) just returned from a weeklong stay at the Royal Haciendas, and very much enjoyed the facility. However, it is certainly not a Ritz Carlton/Four Seasons type of experience, and mostly due to inconsistency.

Food
Let me start by saying that we are major foodies. One of my soft criticisms of RH is that the dining options are limited. There are two pool bars, which operate from 11-5, La Palapa, and Los Murales. The pool restaurant on our side had very good bar food. The octopus rings, the salsa and guacamole, the mahi mahi wraps, and the fish tacos were stand outs. The service was excellent there too. Our stay would have been vastly improved if this alternative simply had stayed open to 7:00! We ate at Los Murales 5 nights of our stay. Every night, we incurred surcharges, which was fine. The service was exceptional, the presentation was perfect, and the food was solid. Taste-wise, I would say that the seafood was equivalent to a McCormick & Schmitt's, and the beef was somewhat lagging a Capital Grille/Ruth Chris (but still very enjoyable). We do wish that there had been better wine selections; we were happy to incur a surcharge for a better Cabernet, but there just weren't very good alternatives. The final night, we went over to the store, bought a bottle there, and paid a corkage charge! Now the bad: La Palapa was gross. The breakfast bar was okay, but the dinner buffet was bad, "prime rib night" was worse, and ordering off the menu did not improve the situation (we tried mole, ribs, steak sandwich, and fish sandwich off menu). If you go to RH, plan your meals to avoid this place.

Facilities
The two bedroom suite worked so well for our family. The beds were comfortable and the space was intelligently designed (it enabled the early birds in our family to sneak out without waking the others). The maids did a nice job tidying the room, and the groundskeepers kept the public areas in immaculate shape.

Service
Service was SO inconsistent. There were instances of simply exceptional service (Juan by the poolside, wait staff at pool restaurant and Los Murales). Our concierge, Carla, went out of her way to assist with a lost luggage issue that we had. And, the pottery painting guys were great, and so very talented!

Conversely, there were times that I had to hunt down someone to provide poolside service. The towel guys were generally not helpful at all. One of them refused to give my daughter towels, saying that we already had them out, when in fact we did not; another night, my son threw a ball at me, my contact popped out of place, and I ran over to towel service from the lap pool and they wouldn't give me a towel since I didn't have my card with me (having just emerged from the pool). Another time, we left early for an excursion, and asked a female concierge (not Carla) to make a reservation for us at Los Murales; it never happened, presumably because she was not our "assigned" concierge.

Beach
We liked the beach. The beach was clean, the water was clear and good for snorkeling, and the areas were partitioned off clearly. We used the sea kayaks, but be sure to make reservations well in advance! The lifeguard was very attentive.

Entertainment
There wasn't really any. It didn't bother us, of course, but this is definitely a family oriented resort. If you are looking for entertainment, or lots of night life, RH may not be the best place for you.

Weird things (but not important to stay)
Their obsession with, and stinginess regarding, towels. Do they really think that we're going to steal them??
They also counted the silverware in our unit on our next to last day??
Smokers! More than I have seen in a long time...

Room Tip: We enjoyed our third floor two bedroom suite as it had ocean views.
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank leslie r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Castleton On Hudson, New York
Level 4 Contributor
36 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 9 August 2014

The 2 bedroom units are hugh and furnished lovely. Mirror image courtyard makes everything close to your room. The pottery painting by the pool was fun. The workers always touched up your pieces making them look like an expert painted it. The waiters by the pool were fast. Swim up bar was always easy to get a stool at. The pool side resturants were the best place for lunch. Kids club kept the childern busy during the day. Playa del Carmen was 10 minutes by taxi.Plenty of shopping and resturants in town.

Room Tip: Upper floor gives all rooms an ocean view. If using kids club ask for your room on that side of the...
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  • Stayed April 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank dcamper2u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
San Antonio, Texas
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 8 August 2014

Royal haciendas is an awesome place to stay. We had 6 of us (all friends from high school). We rented a room for 6 and a room for 2. There was plenty of room for all of us. We utilized the shuttle service several times to go into playa del Carmen. 5th avenue is a great place to shop. The resort is very clean and the workers work very hard. We had maintenance come fix something because the maid noticed it and reported it. Beach was clean and the water was warm. Most of the food we ate here was pretty good. We did buy groceries from the store in playa del Carmen and cooked in our room. I have read reviews where people complain about having to use your card instead of paying cash for things. I actually like that because you don't have to worry about losing any money and carrying it around the resort. Several times we payed on our bill so at the end of the week we only had small balances. I have a week here every year and look forward to enjoying all they have to offer every year.

Room Tip: We had a room very close to the lobby and resort store and loved the location.
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  • Stayed August 2014, travelled with friends
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank Diane981
This review is the subjective opinion of a TripAdvisor member 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 Luxury Hotel in Playa del Carmen
#36 Spa 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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