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Royal Hideaway Playacar All Inclusive - Adults only

4.5 out of 5.0

Recent guest reviews

Viviana is an awesome concierge. She was always willing to help and cater to our needs. This was our second time here and since new ownership our first stay was better but still had a great time and would highly recommend it

Excellent! Our third time at the hotel and would definitely go back. Highly recommended!

horrible food service , poor food selection, food service too slow,you have to wait more than an hour for a food to come and sometimes they will bring you a wrong order ,you have to make reservations for a dinner and the times available ia 9pm or 9:30 pm and you can't make or change reservation for a restaurant you prefer.

This hotel was absolutely beautiful the staff was amazing the rooms were clean everything was just beautiful

Don't waste your money and time and just go somewhere else! Seems like the only one who is doing their job is cleaning stuff. If you want to go eat your dinner you have to make a reservation for one of six restaurants that they have but they are either closed or completely booked so you just have one option which is The Grill, or simply stay hungry, or order food in room but expect it not earlier then in 2,5 hours. I called the room service and asked them to bring me a couple of cans of club soda, they said 30 mins but when I came back to my room in two hours there was nothing so I called again and again I was told half an hour but it was not the end, in two hours I still had no water and tried to call them again but they didn't answer. I found the concierge and he gave my water. One day we had show with "dinner", the portions were ridiculously small- not even a spoon of mashed potatoes, I came to my room and ordered some food, it was 11:30pm, think what time they came? 2 am! They start taking out cushions from the pool chairs at 5pm and that time run out of towels so you have to either sit on the wood or don't sit at all. There is no help from the beach guys. The wind took away my umbrella so the drink was spilled on my personal belongings and it was simply a mess. Two guys were standing, staring at me and didn't help. The concierge told me that he is gonna send someone to help me with luggage in the morning but nobody showed up. Resort credit is misleading.

This was m,y third stay in the hotel, and I found it was recently bought by another hotel chain and we noticed a lot of changes, the quality of the food and some services reduced. First day no water in the rooms for a maintenance problem, the hotel prearrange the restaurant appointments and I tried to make a change on night and the concierge of mi villa did not help me, so I had to talk to a manager in order to make it happen, you could easily see that the occupancy was low and I expected better service. Phone system broken in the rooms so no way to get help or room service for two days.

Overall the experience was fine. Check in and check out was fast. The service at Check in was little to none. Very little information was given to me. For example, I was not told that there would be a charge for local calls. I was not briefed about the activities on the resort. I found things out little by little and my concierge, Christian, although very courteous, did little to nothing for me except book my reservations to the restaurants. Whenever I checked for him , he was never at his desk. The one thing I asked him to do, he did not follow through with in a timely manner so I had to do it my self. He also did not provide any information about the grounds. He did not tell me that all restaurants are closed when Club Royal is open. I received the most resort information from the bell hop. I was consistently overlooked for drink service at the pool. The drinks at the pool were alright. One day, the waiter at the Deck restaurant never came back to my table after he took my order. The food at the Deck was alright. My favorite restaurants were Azia and Ventanas where I received good service and decent food. The staff at Azia actually prepared a special dessert for me on my final night. There are only a few daily activities at this resort and the entertainment was ok. I would not characterize this as a Luxury resort. Luxury is perfection, and this place is not. For example, I have been to Excellence resorts and this doesn't compare.

Spectacular, grand entrance and beautiful facilities. Caring, attentive staff. Beautiful, manicured grounds. Amazingly talented music performances. Nice on-property restaurants, with something for everyone. This was our 2nd visit; 1st since new ownership. We miss the Club Royale stage show and the synchronized water performance! Please bring back!!! Our mattress could use replacing. There were noticeable areas where the facility needed repair/updating. Overall a very restful vacation once again!

The hotel grounds and beach were wonderful! Every meal we had was excellent. The staff was very helpful. All total a great place for a terrific vacation.

Beautiful property with great staff. Very relaxed feel and right on the beach. However, not the place to go to party.

Very disappointment. I thought is going to be much better hotel and food. you have to pay extra for lobsters they're not all inclusive. Some restaurants clothes for remodel. Jacuzzi very disgusting.

Great food, quiet facility, friendly staff especially Mateo at spices

Our second stay at Royal Hideaway was just as good as the first. New owners but standard of service remains the same. There are aesthetic upgrades going on throughout the property. The new owner group has kept the quality of the food, drink, and service.

rooms and facilities very nice. beach outstanding. beach chairs with coverings nice touch. Food good quality and adequate variety. Staff top notch and very attentive to details(names, personal needs etc.)

There is not much more you could ask for here. The service was excellent as well as the food. Rooms were clean. This place does not have a party atmosphere but it is a fun place to relax.

We upgraded to the Jr. Suite which was two floors with three balconies including a hammock on one of the balconies. You get your personal concierge everyday in your suite section. The staff was wonderful and the buildings were quiet and beautiful. When you walk past the adjacent resorts you will see they are overcrowded and busy and realize why your stay is called the Royal Hideaway.

Front lobby staff were very helpful from the time of check in throughout stay. The villa concierge was very helpful for the things that we needed, and routinely greeted us as we entered or exited the villa to ensure that we didn't need anything else. Unfortunately, the day of our arrival, and the day following our excursion to Myan ruins, my wife and I (respectively) were not feeling well and left dinner early without eating. Restaurant staff demonstrated genuine concern for our health and comfort, offering to send room service, or medical service to the room if needed. The beach was not nearly as crowded as other resorts along the beach, which was nice, although the resort is fairly small so the less crowded portion of the beach is fairly narrow. Although we did not participate, other couples that we spoke with stated that the water aerobics and yoga instructors were good. The food was fairly good, however portion sizes are small. A couple of days in my wife and I found ourselves ordering multiple items for each meal, which did lead to more variety in the food, so not bad. Hotel location was nice as it was about a 20 min walk down the beach to town for local shopping options and restaurants. We opted to take a taxi back to the hotel from town, and it cost us $8 USD (we were told it would be about $10) at the hotel, which may have been the conservative estimate from the far end of 5th street. We did decide to book an excursion after speaking with one of the beach front vendors. We did not book through the beach vendor and instead booked via the hotel tourism office, which ended up being less expensive, and we were in a small tour group. The tour group was comprised of all English speaking tourists, with a guide very fluent in English (originally from LA). The tour company provided a buffet style lunch at a local restaurant which tasted very good, however my wife and I may have gotten food poisoning from this meal as we both became ill within an hour of each other ~30 hours later. I would recommend the tour, however also recommend avoiding the provided drinks and raw food items. Things that could have used improvement are the restaurant options. The grill was listed as providing a buffet style breakfast and lunch, however for the first 4 days, breakfast buffet option was not available, with al a carte ordering available instead. Lunch buffet was not available until the last day of our 8 day stay, and food options on the buffet were essentially available as al a carte options. Meal service for al a carte food service varied anywhere from 45-90 min for breakfast or lunch, and 1-2 hours for dinner. Buffet service affords a 15-30 min lunch or breakfast. The hotel listing details also had an airport shuttle available. While technically I suppose this is correct, it is not included in the hotel reservation and must either be booked at the airport, or via a call to the hotel to arrange airport transfer unless added to the booking. We opted for a taxi from the airport arranged at the airport, which cost us $100 USD. For our return to the airport, it cost us $60 USD arranged through the hotel. The hotel/resort is ~45-60 min from the airport. The resort also was limited on entertainment options. The dinner theater was closed for re-modeling for the duration of our stay. Evening entertainment that we saw were at the Allegra bar, and started at 9:30 PM (2130) and went to 11-11:30 (2300-2330). The Allegra bar (shared with Azia restaurant) did smell strongly of mildew. Pool side entertainment was provided ~1600 to 1700-1730 which was noted to generally be the evening entertainment from the prior day. The piano lounge was nice with ample seating and a very well stocked, air conditioned bar. Overall, there were lots of sea-food options, with 2-5 steak and chicken options and 1 lamb or pork option available at most all dinner locations. Vegetarian options were available.

Hotel grounds are beautiful! Staff is very attentive. Spa was great.

Do not stay ANYWHERE else in Mexico. This is THE place to stay as a couple. Very romantic, clean, great food, great customer service. Gorgeous beach!

This resort is nice but not above average in any way. Paid $1700 with direct flight from Boston which is usually $400 above average. The location is good, the beach is great! The resort is smaller than most I've been in, but was fine and knew this ahead of time. The railings on each rooms verandas were all rotting, but overall the rooms themselves were great. The staff always accommodating and pleasant. The down side were the restaurants and wifi. Wifi really was only reliable in your suite, elsewhere in the resort was rarely existent. Even with wifi in your room, something was off because I couldn't text message via wifi iPhone to iPhone, this was a first for me and I travel to Mexico 2 to 3 times yearly. The restaurant service was good, but good luck in getting a seat. You have one restaurant that doesn't need reservations, but the others you do, and you will need a two to three day advance to get in. For a resort of such a small scale it makes no sense. Also whenever you do get a reservation, or if there is a wait outside, once you go in you find half the tables empty. Not sure who is managing this system but it is horrible. The food however was always good. Also, there is no dinner buffet, so if you didn't reserve, you may find yourself without a meal or having to order room service. I give it a 3 star.

Lote Hotelero No 6 Desarollo Playa del Carmen QROO

Hotel highlights

  • Free breakfast
  • Free WiFi in rooms and public areas
  • Free valet parking
  • Onsite dining

Located in Playacar within a 5-minute walk of Playacar Golf Club, Royal Hideaway Playacar All Inclusive - Adults only is within 2 miles (3 km) of Playa del Carmen Maritime Terminal. This 200-room, 4.5-star hotel has 6 outdoor pools along with a full-service spa and 6 restaurants. On the beach, the hotel is also close to Xcaret Eco Theme Park and Yucatek Divers.


Dining

Free breakfast is included with your stay. This hotel is home to 6 onsite restaurants, perfect for a quick bite to eat. Order from 24-hour room service to satisfy your hunger without leaving your room, or make new friends over drinks at the bar/lounge.


Rooms

All 200 air-conditioned rooms provide free minibar items, balconies, and iPod docks. 37-inch flat-screen TVs come with satellite channels and DVD players, and guests can stay connected with free WiFi. Beds are dressed in premium bedding and bathrooms offer jetted tubs, hair dryers, and designer toiletries. Other amenities include coffee makers, free bottled water, and ceiling fans.


Property features

Guests of Royal Hideaway Playacar All Inclusive - Adults only have access to a full-service spa, 6 outdoor pools, and a fitness center. If you drive, take advantage of free valet parking. The 24-hour front desk has multilingual staff ready to assist with dry cleaning/laundry and concierge services. Other amenities at this adults-only hotel include a spa tub, a sauna, and an outdoor tennis court.

Room options

Luxury Single Room

King 1 | Sleeps 1

Luxury Room (3 adults)

King 1 | Full 2 | Sleeps 3

Luxury Room (Royal view)

King 1 | Full 2 | Sleeps 2

Luxury Single Room (Royal view)

King 1 | Sleeps 1

Guest reviews for Royal Hideaway Playacar All Inclusive - Adults only

Everyone (11) Couples (87) Family (4) Friends (7) Other (9)
4

clean facilities

Everyone

Viviana is an awesome concierge. She was always willing to help and cater to our needs. This was our second time here and since new ownership our first stay was better but still had a great time and would highly recommend it

By on Jan 18, 2018

Review comment responded on Jan 18, 2018

Dear Guest, First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

5
Everyone

Excellent! Our third time at the hotel and would definitely go back. Highly recommended!

By on Dec 31, 2017

Review comment responded on Dec 31, 2017

First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

3
Everyone

horrible food service , poor food selection, food service too slow,you have to wait more than an hour for a food to come and sometimes they will bring you a wrong order ,you have to make reservations for a dinner and the times available ia 9pm or 9:30 pm and you can't make or change reservation for a restaurant you prefer.

By on Dec 28, 2017

Review comment responded on Dec 28, 2017

Dear Guest, Thank you for taking the time to share your comments about your recent vacation with us. It is with regret however that some aspects of our hotel did not meet your expectations; We are working with all the staff to give you the best service. Your comments have been taken on board and will help to improve our service and quality of them for all our guests. Our 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 to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel. We hope you give us the opportunity to welcome you to the hotel again soon. Warmest Regards!

5

beautiful

Everyone

This hotel was absolutely beautiful the staff was amazing the rooms were clean everything was just beautiful

By , from kentucky on Dec 1, 2017

Review comment responded on Dec 4, 2017

Dear Orbitz, Thank you for the great feedback of your recent holiday experience; guest satisfaction is our number one goal and there is nothing better than achieving that, we are happy our hotel and staff were able to meet all your needs during your stay. We hope for your next visit. Warmest Regards

1

unixpected terrible stay

Everyone

Don't waste your money and time and just go somewhere else! Seems like the only one who is doing their job is cleaning stuff. If you want to go eat your dinner you have to make a reservation for one of six restaurants that they have but they are either closed or completely booked so you just have one option which is The Grill, or simply stay hungry, or order food in room but expect it not earlier then in 2,5 hours. I called the room service and asked them to bring me a couple of cans of club soda, they said 30 mins but when I came back to my room in two hours there was nothing so I called again and again I was told half an hour but it was not the end, in two hours I still had no water and tried to call them again but they didn't answer. I found the concierge and he gave my water. One day we had show with "dinner", the portions were ridiculously small- not even a spoon of mashed potatoes, I came to my room and ordered some food, it was 11:30pm, think what time they came? 2 am! They start taking out cushions from the pool chairs at 5pm and that time run out of towels so you have to either sit on the wood or don't sit at all. There is no help from the beach guys. The wind took away my umbrella so the drink was spilled on my personal belongings and it was simply a mess. Two guys were standing, staring at me and didn't help. The concierge told me that he is gonna send someone to help me with luggage in the morning but nobody showed up. Resort credit is misleading.

By , from Philadelphia, PA on Jun 1, 2017

Review comment responded on Jun 16, 2017

Dear Anastasia, Thank you for taking the time to provide us your feedback about your recent stay with us. We are glad to learn you enjoyed some of our facilities. Regrettably, it would appear we did not meet all your expectations. Nevertheless, this will be shared with the appropriate areas so they can look into each one of your observations, since they work tirelessly - day and night, to make our guests’ visits the most comfortable experience ever. Your observations are very important to us.

4

good service and good food.

Couples

This was m,y third stay in the hotel, and I found it was recently bought by another hotel chain and we noticed a lot of changes, the quality of the food and some services reduced. First day no water in the rooms for a maintenance problem, the hotel prearrange the restaurant appointments and I tried to make a change on night and the concierge of mi villa did not help me, so I had to talk to a manager in order to make it happen, you could easily see that the occupancy was low and I expected better service. Phone system broken in the rooms so no way to get help or room service for two days.

By on May 30, 2017

Review comment responded on Jun 16, 2017

Dear Valued Guest, Thank you very much for writing such a great review in regards to our hotel. I will be sure to show my team your kind words, and I hope to see your return in the near future as one of our loyal guests. We will share your comments internally in order to these problems won't happen again in the feature. Kind Regards

4

a nice resort but not luxurious.

Everyone

Overall the experience was fine. Check in and check out was fast. The service at Check in was little to none. Very little information was given to me. For example, I was not told that there would be a charge for local calls. I was not briefed about the activities on the resort. I found things out little by little and my concierge, Christian, although very courteous, did little to nothing for me except book my reservations to the restaurants. Whenever I checked for him , he was never at his desk. The one thing I asked him to do, he did not follow through with in a timely manner so I had to do it my self. He also did not provide any information about the grounds. He did not tell me that all restaurants are closed when Club Royal is open. I received the most resort information from the bell hop. I was consistently overlooked for drink service at the pool. The drinks at the pool were alright. One day, the waiter at the Deck restaurant never came back to my table after he took my order. The food at the Deck was alright. My favorite restaurants were Azia and Ventanas where I received good service and decent food. The staff at Azia actually prepared a special dessert for me on my final night. There are only a few daily activities at this resort and the entertainment was ok. I would not characterize this as a Luxury resort. Luxury is perfection, and this place is not. For example, I have been to Excellence resorts and this doesn't compare.

By , from Wisconsin on Apr 21, 2017

Review comment responded on Apr 23, 2017

Valued Guest, Thank you for sharing this review! Truly, hearing from a guest as taken with our resort as yourself is a gift, and I will be sure to show our team your kind words. Should you plan another trip of luxury and leisure, we hope you will keep our resort in mind. We would be thrilled to serve you again.

4

great choice for adults-only!

Everyone

Spectacular, grand entrance and beautiful facilities. Caring, attentive staff. Beautiful, manicured grounds. Amazingly talented music performances. Nice on-property restaurants, with something for everyone. This was our 2nd visit; 1st since new ownership. We miss the Club Royale stage show and the synchronized water performance! Please bring back!!! Our mattress could use replacing. There were noticeable areas where the facility needed repair/updating. Overall a very restful vacation once again!

By , from TX on Mar 20, 2017

Review comment responded on Mar 24, 2017

Valued Guest, Thank you for sharing this review! Truly, hearing from a guest as taken with our resort as yourself is a gift, and I will be sure to show our team your kind words. Should you plan another trip of luxury and leisure, we hope you will keep our resort in mind. We would be thrilled to serve you again.

5

super hotel

Everyone

The hotel grounds and beach were wonderful! Every meal we had was excellent. The staff was very helpful. All total a great place for a terrific vacation.

By on Feb 17, 2017

Review comment responded on Mar 8, 2017

Dear Valued Guest, We are over-joyed hearing about your fantastic stay here at The Royal Hideaway, and very much appreciate your valuable feedback. You and your family are welcome back here anytime, it will always be your home from home! I will be sure to show our team your kind words and we hope you give us the opportunity to serve you again in the near future. Best Regards

5

great for couples

Couples

Beautiful property with great staff. Very relaxed feel and right on the beach. However, not the place to go to party.

By on Jan 2, 2017

Review comment responded on Mar 8, 2017

3. Thank you for taking the time to share your feedback regarding your recent stay at the Royal Hideaway. It is our duty to ensure our guests have a memorable experience with us and it is very rewarding to read a wonderful review such as yours. It would be our honor to serve you again in the near future. Thank you once again for sharing your comments, Kind regards