Ratings based on 1,000 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.6 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 2 Nov 2024
Comment from Hotel Management
3 Nov 2024 by Guest Service, Hotel Management
Good Morning Dear MiriamThank you for taking the time to share your comments about your recent vacation with us.Our guests' comments provide us with an opportunity to see our hotel through their eyes therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.Cordially
by A verified traveler from Spring Grove
Posted 27 Oct 2024
Comment from Hotel Management
28 Oct 2024 by Sandy G., Customer Care, Hotel Management
Dear Michael Lee;Thank you for your feedback regarding your recent stay at Royal Hideaway Playacar. For us, our guests' opinions are of utmost importance in identifying areas where we can make improvements.I just finished reading your review and I am truly disappointed to learn that we did not surpass your expectations. Rest assured that I have already sent your remarks to the managers for proper follow-up.I sincerely apologize for the bad impression made on you and we hope to have the opportunity to welcome you back for an even more improved experience.Kind Regards,
by A verified traveler
Posted 27 Oct 2024
I like the view an staff was so polite an helpful. Everything stops or quite time comes at 1 a.m. there is no entertainment after that. No food. Room service stops answering phone too. In my room it was 2 sinks 1 was leaking and the other stopped up. Asked for housekeeping and couldn't get anyone for 2 days. If your a nite owl like me this usnt the resort 4 u. Drinks were limited. They didnt know how to make alot of the drinks
Comment from Hotel Management
28 Oct 2024 by Sandy G., Customer Care, Hotel Management
Dear Jessica;I greatly value your feedback on your experience at our resort and I am truly disappointed to hear that we did not meet your expectations.I sincerely apologize for the several inconveniences you faced throughout your stay and I assure that I will share each of them with the appropriate managers in our daily managerial meetings. Rest assured, corrective measures will be taken by our departments to prevent recurrence.I appreciate your honesty and hope to have the opportunity to regain your trust with an improved experience on your next visit.Best regards,
by A verified traveler
Posted 27 Oct 2024
It is an amazing resort, food was delicious, only issues was there wasn’t a lot of shade by the big pools and if ur in buildings 21 or 22 you are kept up till at least 11pm due to the Allegro resort next door playing loud music every night, resort cannot do anything about it
Comment from Hotel Management
28 Oct 2024 by Sandy G., Customer Care, Hotel Management
Dear Frank;I greatly value your feedback on your experience at our resort and I am truly disappointed to hear that we did not meet your expectations.I sincerely apologize for the several inconveniences you faced throughout your stay and I assure that I will share each of them with the appropriate managers in our daily managerial meetings. Rest assured, corrective measures will be taken by our departments to prevent recurrence.I appreciate your honesty and hope to have the opportunity to regain your trust with an improved experience on your next visit.Best regards,
by A verified traveler
Posted 23 Oct 2024
Overall we had a nice time at RH. We arrived early and check in was fast and smooth. The guy who checked us in was not very informative and same goes for our concierge. The activities were not posted. The entertainment staff was nice and outgoing but the entertainment was the same for 10 days. Bingo and same music trivia. On day 3 we new all the answers because they repeated the same ones. Wish they had more things to do around the pool. I also didn't know they had bikes until the second to last day. The breakfast buffet was ok. Sometimes there would be drink service but not always. We didnt have anything to drink with our breakfast one day. We went to spices the rest of the time and had great service. The restaurants for dinner all had great service. Service was fairly quick. We did not care for the Mediterranean restaurant. The pasta carbonara and the crab ravioli was not good at all. We really liked Spices duck tacos and their salsa that came out with the chipa. I wish they offered a salsa making class specifically for their salsa. We loved our room and was a little nervous about the AC complaints. But it stayed comfortably cool for 10 days. We booked the standard room and it was large and had a nice balcony that overlooked palm trees.
The pool was tricky getting seats and we stayed in the beginning of Oct. We saw a couple people get mad about stealing reserved chairs. We spent time at the beach most days. The beach is amazing. Drinks and pool service also was great.
Comment from Hotel Management
23 Oct 2024 by Community Manager, Hotel Management
Dear Taylor,Thank you for sharing your experience! We're pleased to hear you enjoyed your stay, particularly the beach, your room, and the service in our restaurants. We appreciate your feedback on the activities and entertainment, as well as the breakfast service. Your comments help us improve for future guests.We hope to welcome you back soon!Best regards, Carlos Pérez Community Manager
by A verified traveler
Posted 21 Oct 2024
Comment from Hotel Management
21 Oct 2024 by Guest Service, Hotel Management
Dear GuestThank you for taking the time to share your comments about your recent vacation with us. Our guests' comments provide us with an opportunity to see our hotel through their eyes therefore we are grateful for the time you spent to share a review of your personal experience in Royal Hideaway Playcar. We are glad to know we were able to exceed your expectations and you have enjoyed all the services and experiences our resort has to offer. We will share this comment with our team, since we truly beleve that the positive reviews are other way to motivate them to keep doing thei good job. We hope to see you back very soon and do not hesitate on contacing me for future assistance. Kind Regards from sunny Playa del Carmen
by A verified traveler from denver
Posted 21 Oct 2024
Property definitely older but well kept. Staff spoke very limited English. Poolside fun non existent and no swim up bar folks! You had no choice but have a reservation for dinner and it was limited. Smallest buffet I have ever seen. Rooms clean and very quiet. Spa experience very limited but you pay same price as larger newer spas. No hot tubs at all
Comment from Hotel Management
21 Oct 2024 by Guest Service, Hotel Management
Good afternoon, Dear LisaOur guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement so we can enhance our future guests' stay among us.We truly apologize for not being able to exceed your expectations of our resort, rest assured we will speak with all the department heads to enhance the customer experience of our guests to evade these incidents from happening again. Your satisfaction is our priority, and our entire team works hard so all our guests can enjoy our entire services so they can leave with an unforgettable experience. We hope you give us the opportunity to welcome you to the hotel again soon. Warmest Regards!
by A verified traveler
Posted 14 Oct 2024
Great place for a quieter all-inclusive resort style. Less partying than similar adults-only in Playa del Carmen while still having much better drinks and food than usual.
Comment from Hotel Management
14 Oct 2024 by Community Manager, Hotel Management
Thank you, Greg, for your review! We’re glad to hear you enjoyed the tranquility of our resort and appreciated the quality of our drinks and food. We hope to see you again soon.Carlos Pérez, Community Manager.
by A verified traveler
Posted 13 Oct 2024
this place is clean, and nice looking, all the people that work here were all very nice and always greeted us, great food and a very nice choice of food to pick from, the night before we left it seemed like everyone knew we were leaving in the morning, and so from the evening before until the morning we left we had works come and meet us saying how nice it was to have us stay at royal Hidaway, they even went to points of writing on our plates in chocolate to have a safe travel back home, everyone and i mean everyone was so nice to meet and be around, we will stay here again, thank you to this resort for making it so enjoyable to stay here
Comment from Hotel Management
14 Oct 2024 by Community Manager, Hotel Management
Thank you, Jerry, for your wonderful review! We’re thrilled to hear you enjoyed your stay and appreciated our team's hospitality and attention to detail. We look forward to welcoming you back for another enjoyable experience!Carlos Pérez, Community Manager.
by A verified traveler
Posted 5 Oct 2024
I really liked the property. It was a perfect location from the beach. Just a minute walk from my hotel room. The air conditioning in the room is not extremely strong, it took me one night to get use to it and I was fine thereafter. The property is in a larger gated community so it’s really safe since there’s the security surrounding the hotel and that of the hotel itself. It was extremely clean, which I thoroughly enjoyed. I was caught off guard by cleaning staff coming into my room at 9 pm while I was half-asleep. There is no security latch on the door, which could have prevented this. Aside from that, the staff was friendly and bartenders at pool made me really strong drinks, which I appreciated. The breakfast was delightful and the service during breakfast was great as well as at the restaurants open for dinner. Room service was pretty quick. Would stay again.
Comment from Hotel Management
30 Oct 2024 by Customer Care , Hotel Management
Dear Andy Thank you for sharing your thoughtful review. We’re thrilled that you enjoyed the property’s prime beach location, the safety of our gated community, and the cleanliness throughout your stay. We’re also glad to hear that the friendly service, especially from our bartenders and breakfast team, added to your experience.We apologize for the unexpected visit from housekeeping in the evening. Your feedback about a security latch is invaluable, and we’ll review this internally to ensure that all guests feel comfortable and at ease in their rooms. We hope to welcome you back soon for another relaxing stay and look forward to making it even more enjoyable.Warm regards,Lorena Luvian Customer Care
