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“What a hotel!”

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Royal Hideaway Playacar
Ranked #34 of 210 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Darlington, South Carolina
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“What a hotel!”
Reviewed 11 June 2012

The Royal Hideaway is an experience to behold. We were pampered from beginning to end in a truly "Royal" sort of way. The food is amazing and plentiful. The hotel staff was of the highest quality and very well trained and respectful. Most of the staff could speak several languages which made communication easy. I never imagined a resort like this existed.

Room Tip: Some of the vilas are quiet and secluded. Vila 23 is just right, located between the beach and majo...
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  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Morrey T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 17 August 2012
Dear MorreyT

We do exist, and we’re thrilled to hear we exceeded your expectations! Our staff works diligently to provide personalized, attentive service so that guests have an unforgettable stay.

Thank you for sharing your experience on TripAdvisor, and we look forward to welcoming you back to Mexico soon!
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Traveller tips help you choose the right room.   Room tips (933)
Date | Rating
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English first
Surrey
Level 5 Contributor
52 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 11 June 2012

We stayed for 12 nights in May.
The aim of the RH is to 'exceed your expectations' but it didn't quite manage to exceed ours.
Secrets Maroma had previously set the bar high and because we had paid more, we expected more. The LHW tag and AAA 5 diamond award added to our anticipation.
Where it fell short for us was the standard of the rooms. Although they have all the amenities they are 'tired' and in need of refurbishment. We were unlucky with our room allocation and were given a ground floor room, overlooking the fence to the resort next door. It was dark and smelt musty. The outside sitting area smelt of drains. We were moved to a 3rd floor room overlooking the noisy resort. The music was intrusive when sitting on the balcony and continued until 2330ish at night.
Overall, what we liked:
the staff - work incredibly hard and are well trained
food - for the most part
location - ability to walk in to Playa
free WiFi
fresh orange juice at breakfast
Afternoon Tea
"Britain Today" - daily news sheet

What we weren't so keen on:
'tired' room/bathroom
scratchy room towels(beach towels were softer)
old -fashioned loo
wardrobe in bathroom
no BBC World
disappointing Italian house wine

  • Stayed May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Travelgirl1360
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 17 August 2012
Dear Hersty,

We’re sorry to hear that your stay did not meet your expectations. We do appreciate you taking the time to share your review. Of course we strive to provide guests with an incredible experience, and it appears we fell short of this.

Your feedback about the bedrooms and bathrooms was reviewed with our rooms division manager and general manager, and will be discussed at the next staff meeting. We’re continuously updating our resort to ensure guests are provided with a beautiful property and accommodations. We always encourage guests to inform the front desk about any inconveniences, and we’re glad to see the team was able to move you to a different room. We do our best to accommodate all requests, and I’m sorry to hear this was not the case with the second room.

I am glad to hear that you were treated with the personalized service that we are known for, as our staff truly goes above and beyond for our guests. Our Executive Chef Eugenio Villafaña will be pleased to know you enjoyed the dining experience at Royal Hideaway. I've also shared your comments about the wine with our food and beverage manager, who will look into our selection. Playa del Carmen is also a great town to explore and only a five minute taxi ride from our resort.

We hope to have to the chance to welcome you back again soon.
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minneapolis
Level 4 Contributor
23 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 10 June 2012

We have been to PDC many times, stayed at many resorts, and this one TRULY stands out. Beautiful grounds, great beach, genuine staff. The rooms are very nice, but for the most part what you would expect for a higher end resort in PDC. Flat panel TV, huge bed, marble floors. The only real improvement that could be made on the rooms in my opinion would be the bathroom. Nothing wrong with it really, it just wasn't anything special. Having a concierge in each villa is very nice. It gives the resort an even more personal touch. I forget what villa we stayed in but our concierge's name was Gerardo. He was very polite, helpful, and always happy to greet us. As previously stated, the grounds are beautiful. The resort is fairly small so not much walking is required. There are many plants, large "nature pools", and quite a bit of wildlife (for a smaller resort). The food is outstanding. Enough said. No a la carte here. Full menu all the time. Order while you're at the restaurant, on the beach, or at the pool. The staff will bring it right to you. Just remember (obviously), tip these people! I don't care if it's "all inclusive" or if the hotel says not to. The staff works hard, reward them! We loved Isis by the pool. We were at RH for 5 days, I think she worked every day. She was constantly running around the pool, serving drinks and food. A real juggernaut. She even remembers your favorites. We liked the Asian restaurant the most. Very good! The activities are aplenty at RH, although we did not participate. Jessie and Felipe are energetic as can be, and also very polite. Never felt pressure to do anything. Felipe was another employee we saw every day. Seemed like he may have been working a double 2 or 3 of those days! He's a very nice guy. The bars are pretty standard, run of the mill. The only thing that really stood out to me was that the tap beer was actually good! The pools are very nice. Moderate size. Both face the beach. Have to issue the standard warning, get there early to get a spot by the pool. A lot of "chair saving" going on as usual. RH has tried to curb this (unsuccessfully) by instating a 20 minute rule. It doesn't seem to me that it is enforced at all. We simply would just move people's things if they weren't around for over a half hour. Either way, there isn't really a bad chair by the pool anyway. There are 2 if not 3 "relax" pools around the resort, but we did not use them. We may have, but the resort was only at 50% capacity when we were there so we had plenty of room. Our room overlooked one of the relax pools so we went and checked it out. It was very small, lots of shade, and very warm water. As far as best room location, I would just avoid staying near the main pool. No other real opinion on that. RH is one of the more expensive resorts in PDC, but it's worth it. Overall, we WILL be back!

  • Stayed May 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank pawnit2002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 17 August 2012
Dear pawnit2002

Thank you very much for taking the time to share such a detailed review on TripAdvisor. We do our best to provide personalized service to all our guests, and I’m delighted to see that our staff, including Gerardo, Isis, Felipe and Jessie, made your stay extra special.

Our resort features six pools, including two relaxation pools. Also, we do our best to make chairs available to all our guests and discussed your review with our pool manager to ensure protocol is enforced.

Our Executive Chef Eugenio Villafaña oversees each menu at our six gourmet restaurants, and we’re glad to see you enjoyed them.

We’ll keep the sun shining for your next visit to Mexico!
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Dallas Texas
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 10 June 2012

My husband and I just returned from a 5 night stay at Royal Hideaway and could not have had a better time. We have stayed at numerous all inclusive resorts in Playa del Carmen and keep coming back to RH. The beach is amazing! It has all new sand and it's virtually seaweed free. Crystal clear, bright blue, warm water. Unfortunately, the wind was high enough to warrant a red flag, so there was no swimming. But this also made for some amazing wave action! Mornings were spent on the beach, lunch on the deck and then the afternoons at the pool. Food was excellent. We made our reservations online before we arrived and got every time slot we asked for. If we were to do it again, we would skip the Club Royale dinner theater and go to Ventanas again. Absolutely no complaints about the room, room service, pools or grounds. You just can't say enough about the staff! We remembered having gazbacho (?) on a previous visit, but it was no longer on the menu. We asked our waiter (Javier) about it our first day, and he made sure the chef made it special for us each day!! We laughed out loud each afternoon as the activities staff danced to "Love is in the Air". We met some lovely people around the pool (hey to our new friends from Atlanta!), enjoyed the water aerobics and yoga classes taught by Jessie. We could hear the noise from the two resorts on either side, but were never bothered by it. My husband used the fitness center every morning and as long as you just want to use a treadmill, it was fine. It was all just perfect and we'll be back next June!

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank echtentexan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 17 August 2012
Dear echtentexas,

We’re so happy to hear that we’ve exceeded your expectations. Our goal is to always provide an unforgettable experience and our staff does their best to go above and beyond. Javier and Jessie were ecstatic to know you enjoyed their service.

We’re glad that you enjoyed our fine dining and made reservations, prior to arrival. Reservations can always be made in advance by emailing guest services at: cservices@mx.occidentalhotels.com.

Our Executive Chef Eugenio Villafaña will be thrilled to know you enjoyed the restaurants. We do recommend the Chefs Table at Las Ventanas. It is a special add-on that provides a delectable personalized experience.
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New York City, New York
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 10 June 2012

The staff of this hotel is outstanding they make you feel as the most important person in the whole place. However the rooms look old and tired and the beds are too soft at least for me.The food was awesome, did not expect that.

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Chanel128
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, 17 August 2012
Dear Chanel128,
Thank you for taking the time to share your experience. Our employees work very hard to provide genuine customer service, and we truly have the best team.

I’m happy to hear that you enjoyed our restaurants and cuisine. Our Executive Chef Eugenio Villafaña is always looking for ways to enhance our menus and provide delicacies for our guests.

I’ve shared your comments about the rooms with our rooms division manager to see if how we can improve.

We hope to have the honor of welcoming you again soon!
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 Royal Hideaway Playacar

Property: Royal Hideaway Playacar
Address: Lote Hotelero No. 6 Fracc., Playa del Carmen 77710, Mexico (Formerly Royal Hideaway Playacar & Occidental Resorts)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Romantic Hotel in Playa del Carmen
#14 Green Hotel in Playa del Carmen
#18 Family Hotel in Playa del Carmen
#19 Top resorts Hotel in Playa del Carmen
#26 Spa Hotel in Playa del Carmen
#28 Luxury Hotel in Playa del Carmen
#28 On the Beach Hotel in Playa del Carmen
Price range (per night): ₹ 19,532 - ₹ 44,590
Hotel Class:4.5 star — Royal Hideaway Playacar 4.5*
Number of rooms: 201
Official Description (provided by the hotel):
Award winning luxury all inclusive resort set along the beautiful beaches of Playa del Carmen, Mexico. Ideal setting in a serene environment for complete rest and relaxation. Adults only. Member of The Leading Hotels of the World. 2008 winner of the coveted AAA 5 Diamond Award. 11 villas with private concierge are spread throughout the property's immaculate grounds. Six gourmet restaurants serve delicasies in menu-style dining. A full service spa offers the ultimate in papmering and body treatments. Personalzied service and attention to detail set this resort a world apart. ... more   less 
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Also Known As:
Royal Hideaway Playacar & Occidental Hotel Playa Del Carmen
Royal Hideaway Playacar And Occidental Resorts
Royal Hideaway Playa Del Carmen
Royal Hideaway Mexico
Occidental Royal Hideaway
Royal Hideaway Playacar Riviera Maya/Playa Del Carmen

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