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“End of summer trip”

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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
Wall Township, New Jersey
Level 3 Contributor
17 reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“End of summer trip”
Reviewed 21 August 2014

Great staff.. Very attentive to your needs. Best I have dealt with in my travels. Rooms are spacious.. Food is good for lunch at pool bar and along beach. Would recommend los muerelos for dinner option. It is the only air conditioned restaurant . exceptional quality. It is primarily seafood ..chops and steaks are an additional upcharge if you are on the food plan which is pricey but worth it if you are not renting a car I.would consider..overall a very good stay.

  • Stayed August 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
1 Thank mferrelli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Houston, Texas
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 20 August 2014

Ive been going to the Royal Haciendas for about 8 to 9 years we bought the property before we had our first child. He's 7 and my other is 5 and we have been going as a family ever since they were 15 months. Well anyways Ive noticed that the last few times we have gone they have taken lots of extras away from the members and have focused more on the non members to try to get them to buy. For instance we didn't meet our Host until Wednesday so we missed on the Taco Party and Welcome Home party. That s two times already that this has happened to us, but were on Vacation and didn't want that to bother us. But it really did we paided lots of money to be part of this resort and we should take advantage of everything that is going on for the members. It looks like they cater more to the non members that the members itself due to they want them to buy a time share there. And when we arrived others around me already had meet there host and they were being greated and I asked them if they were members and they said no they were visting threw RCI. About Wednesday or so I noticed that some people had wrist bands and I was not aware that they were offering the All Inclusive Package which was cheaper that the bar tab I had already and I still had 4 more days to go. After talking to a group of people there they were able to get the all inclusive package with a weeks stay for way cheaper that it is to buy a time share there, so that sucked pretty bad your better off buying it threw price line or orbitiz than it is buying the time share for 50 years with an all inclusive.

I guess what im trying to say is I have been very disappointed with the service and non information we have received the last few times we have been there. But they do want you to go in and talk to them and buy another package or another week that they have. So overall its great to go visit its a beautiful hotel after three days we got a new waiter in the pool area Julio was was awesome and fast with our drinks. The maid service was great also, The towel crew are rude and looks like they don't want to be there and give you a hard time all the time just to change your dam towels. Your should take care of your members cause the quality is getting low and the maintenance fees are just getting higher, I could get a suit with all inclusive like a few people visiting for what I pay in maintenance fees FYI

  • Stayed August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
5 Thank Andy G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 20 August 2014

During the summer break, me and a group of friends went out to dive in the majestic waters of the Mayan Riviera. We went out on several dives through the dive shop in the hotel (Dive Balam), which proved to be a fantastic experience. The Dive Balam crew and equipment is very professional. However, the beautiful experience was marked by a sour taste when we realized that my iPhone had been stolen from the shop when we were away. I have contacted the people at the hotel time and again and they have not been professional helping me with the issue.

I did not stay at the hotel, but from what I can see, it is definitely a good family resort, with activities for children (and adults), and a lot of great open spaces and pools to relax and enjoy a good vacation.

  • Stayed August 2014, travelled with friends
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank pablo l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Paris, Texas
Level 6 Contributor
194 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 133 helpful votes
Reviewed 20 August 2014

We were a little concerned after reading some of the critical reviews but after a week at Royal Haciendas, I can't imagine where some of the comments came from.

We went with another couple that were celebrating their 25th anniversary. We picked the Royal Haciendas because of the two bedroom suite and the open living area between the rooms. We also took advantage of the all inclusive plan. We were not disappointed in our choice. It was one of the best rooms we have ever stayed in over the last 19 years of visiting all inclusive hotels in Mexico. The beds were comfortable, the rooms spacious, the kitchen well appointed. The fridge had Coke products, bottled water, and Tecate beer. The view off the balcony was great with the grounds laid out in front and the ocean off to the side. The maid service was wonderful. They came back every evening and replenished any used towels and did a bed turn down. One minor complaint about the room, there is not really any place to hang a wet swimsuit. It would be nice if there were a bar or a line in the bathroom to hang wet things.

Service at the hotel was awesome. The waiters at the pool and beach were extremely attentive and were never too far away. A special nod to Omar, Michele, and Mario. At the beach, you have a flag that you stick in the post of the palapa to signal the waiter and here he comes.

While on the topic of the beach, they do have a lot of seaweed that washes up. They rake it every morning but it doesn't take long to pile up again. The beach is a mix of soft sand and some coral. They have a good number of chairs and palapas and we never had trouble finding a place. The pool area is a little different in that any shade is taken early. The phase II pool is very quiet and relaxed. For the most part, it wasn't crowded.

Drinks at all of the bars were well done even if they weren't necessarily top shelf. The mudslides, banana mamas, margaritas, and pina coladas were all winners. The Rotunda bar was great at night and they had sushi!

The buffet restaurant was small but they changed things up every meal so it didn't get boring. And you can order off the menu if you don't see anything that suits you on the buffet. Los Murales had an even better menu. Everything we tried there was excellent. The only complaint with Los Murales was a family that came in with a very young child that had a non stop piercing scream. They tried to keep him quiet but finally gave up and left. The Luna Grill had a good lunch menu. The portions were very generous and we were caught by surprise the 1st time we ordered food and got way too much. The shrimp cocktail and fish tacos were top notch.

We had a personal concierge but it seemed the only thing she was interested in was getting us to go to the 90 minute presentation. We made it clear that we were not interested and then she had nothing more to do with us. It didn't really matter as everyone else was very helpful and it was easy to figure out tours, taxis, reservations, etc.

Oh, did I mention room service? We ate something from room service almost every day. Normally, room service consists of some kind of nasty sandwich or second rate entree. This place had GOOD room service. The waiters were prompt, the food was good, they had a lot of choices, and portions were generous. Breakfast especially was good. And try the cakes, too.

Several people commented on having to take your room card and use it every time you wanted something. It didn't work that way for us. We would give our room number and name at the pool or beach and start a tab. When we were done for the day, we would settle, add a tip, and get a receipt. I only recall having to give my card twice and that was at a restaurant. Oh, we did have to use our card at the store, too, but with the room card, you never had to have cash so that was nice.

Towels were easy as we didn't have to keep up with towel cards. We simply gave our name and room number, got towels, and swapped them out at the end of the day or the next morning. On the last day, we turned in towels and got a receipt.

We came in on a Tuesday and left on a Monday so we missed the big Saturday rush. When we arrived, we asked to get a room that didn't require the Saturday shuffle and the lady at the front desk, Sarahi, managed to find us one. Check in and check out was very easy. They gave us a detailed receipt of all charges at check out (mostly tips at the bar and restaurants) and we checked these against our yellow receipts.

There's a Thomas Moore travel agent in the lobby. He was very knowledgeable and helpful. Skip the concierge and go straight to him for any trips (unless you want to sit through a 90 minute presentation to get a discount).

We were very pleased and would recommend this to anyone looking for a relaxing time and pampering.

Room Tip: Second floor or higher will give you an ocean view
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  • Stayed August 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Thetravelingtoads
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Albany, New York
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 17 August 2014

We just got back from a fabulous week at the Royal Haciendas. The staff was outstanding! Our concierge, Jacqueline, worked tirelessly at getting our room changed as we weren't pleased with with our 1st room. She made sure we were completely satisfied and our view was perfect. She always checked in with us and we will definitely be asking for her when we go back.
The grounds were extremely clean as was the pool. The food was very good. The only bad meal I had was the one time we went off the resort! The breakfast buffet at La Palapa Del Sol was very good. With it being right on the beach, the ambiance was perfect. We had the all inclusive package so we pretty much ate most of our meals at the resort. Los Murales was also superb so make reservations. We wanted to go our last night but didn't think to make the reservations in time.
We also do not have anything to complain about at the poolside restaurants. Overall, the food was excellent wherever we ate.
We met many friendly servers. Our favorite was Julio, who served us poolside. Not only was he funny and polite, he worked his tail off to make sure we were never without food or drink. He was EXCEPTIONAL! We will look for him when we come back!
We would have swam in the ocean more, but the seaweed was a turnoff. Don't fault the resort for that. Apparently they don't have it all the time.
Overall, our stay was very enjoyable and we hope to get back there next year!

Teresa & Mark

Room Tip: If you want an ocean view, don't get any on the first floor. The palm trees block everything.
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  • Stayed August 2014, travelled as a couple
    • Value
    • Rooms
    • Service
Helpful?
3 Thank tkap1030
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Malibu, California
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
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
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
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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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