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Royal Hideaway Playacar

Calle Lote Hotelero 6 Desarrollo, Playa del Carmen 77710 Mexico
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Traveler (7508)
360
Panoramas (60)
Pool & Beach (1820)
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About

#85 of 355 hotels in Playa del Carmen
Location
4.7
Cleanliness
4.7
Service
4.6
Value
4.4
Travelers' Choice
GreenLeaders Gold level
Set on the beachfront, this upscale, adults-only resort is 1.5 km from Playacar Beach and 11 km from Delphinus Riviera Maya water park. Offering terraces or balconies, the refined rooms have free Wi-Fi, flat-screen TVs and iPod docks, plus minibars and coffeemakers. Upgraded rooms add hot tubs and hammocks, while bi-level suites feature bars and dining/living rooms. Room service is offered. There are 6 restaurants, including a polished eatery with a chef's table. There's also a fitness center and a beach, as well as 6 outdoor pools, including an infinity pool with a waterfall. Diving, kayaking and spa treatments are available
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Beach
Snorkeling
Business Center with Internet Access
Wifi
Hot tub
Pool / beach towels
Infinity pool
Pool with view
Adult pool
Outdoor pool
Fitness / spa locker rooms
Fitness classes
Restaurant
Special diet menus
Poolside bar
Tennis court
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Conference facilities
Banquet room
Meeting rooms
Spa
Adults only
24-hour security
Concierge
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun terrace
Sun umbrellas
Butler service
Doorperson
24-hour front desk
Laundry service
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Room features
Bathrobes
Air conditioning
Housekeeping
Private balcony
Room service
Safe
Minibar
Flatscreen TV
VIP room facilities
Iron
Wake-up service / alarm clock
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Room types
Ocean view
Pool view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
HOTEL STYLE
Romantic
Charming
Languages Spoken
English, Spanish
See what other travelers are saying
  • schmidtbryanbs
    1 contribution
    first time away from the kids
    We've traveled to Playa Del Carmen many times as a family and stayed at other family oriented resorts. Now that our children our away at college, we decided to travel in a more 'adult' way and chose the Royal Hideaway Playacar. We initially selected it because of the adults only nature of the resort, but also appreciated the value offered and location. The resort is beautiful and well maintained. Despite the limitations on the number of guests during our trip, the resort staff were clearly still doing a great job of keeping the property in good shape. We saw others that were not as committed during what must be trying times for the industry. Our room was a nice room located very close to the main pools and ocean, but despite the proximity it was never noisy and was advantageous for our abundant use of the pools and beach. The bed was very comfortable and we regretted not spending more time on our patio. The service was exceptional; due to occupancy limitations, it often seemed there were more people waiting on guests than actual guests, but the staff was quick, courteous, and friendly, whether at the bar, the beach, the pool, lobby, and the restaurants. Each group of rooms is served by their own concierge in addition to the main lobby staff. There are 6 restaurants on the property, but because of occupancy limitations they only opened 2 for the evenings, rotating through them over different evenings. However, we felt like we were able to generally eat at the restaurants we wanted to, when we wanted to. The food is very good and one of the biggest differences from a more family friendly resort where chicken nuggets, hot dogs, and hamburgers rule the day because that's what the kids will eat. The location was good, a safe, walkable distance to the 'downtown' area and additional shopping and restaurants, the ferry to Cozumel, and more. There's also a small retail outlet very close to the resort for smaller scale shopping or to get your Starbuck's fix. My wife and I strongly recommend the Royal Hideaway Playacar and will probably return next year.
    Dear Mr. Schmidt, Thank you very much for the review of your most recent visit to our resort. I am very glad to read you have enjoyed all the services, grounds, and culinary experience that our hotel has to offer. Rest assured all our staff will be informed of the great work they keep doing to make sure all our guest has the best service possible. We hope to have you back again! Warmest regards, Mariano Casasús Deputy Manager
    Written April 7, 2021
    This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
    Date of stay: March 2021
    Written April 6, 2021
  • Dawn T
    West Chester, Ohio110 contributions
    Beautiful Hotel - Great Service!
    This hotel was absolutely beautiful! The grounds are well-maintained, the rooms are a good size, and the beach is huge with tons of palm trees and beach chairs. There are also tent/covers for your beach chairs so you can get out of the sun...and there is no charge. Or get a beach chair under the palm trees for shade. The service was great! There are servers constantly walking around the pool and on the beach taking drink/food orders I think until 6 pm every day. You could also go up to the bar to get food and drinks. And the servers are all very nice! Highly recommend tipping a few dollars or more (depending on how much you order) to them every day. They work hard. For dinner, if you don’t get a reservation, you can only get food via room service. Only complaints: - make sure to make dinner reservations via email BEFORE you get there. Otherwise you will be stuck with 9:30/10:00 pm reservation times for dinner. During the day everything is either buffet or a la carte. You need a place to go without reservations!! - fridge in room did not work and not stocked. Need to do a much better job with this. I read this was an issue on reviews prior to going. Not sure they plan to do anything about it since it is still an issue. Overall, loved resort! And would love to go back. Excursion: We did a day trip to Xcaret, which we booked through our apple vacation rep at the resort. Transportation was included. It is only 15 minutes from resort. Place was amazing and you need all day! Our favorite thing was floating/swimming down one of the 3 or 4 rivers. You are in the water about an hour. You go through a bunch of caves and see beautiful vegetation. A highlight for sure! And all your stuff is safe in a bag they give you and give you a key for. So your stuff stays safe while you are in the river. Also see the aviary and butterfly pavilion!! Amazing! Note: we felt very safe the whole time we were in Mexico.
    Dear Hullen, We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!
    Written January 21, 2020
    This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
    Date of stay: December 2019
    Traveled as a couple
    Written January 20, 2020
  • MEandBob61
    Haymarket, Virginia192 contributions
    Fabulous 3rd Visit at Wonderful Resort
    Just returned from our 3rd visit to RH and we will be back ... soon! There is so much to love about this resort! We stayed in an ocean view suite, which was lovely. The view from the terrace over the pool to the ocean and palms is beautiful. The grounds are immaculate, with classy landscaping, benches, lighting and waterfalls. The restaurants are very good, our favorites being Palazzo (get an early table on the large terrace overlooking the resort) and Spices at lunch (again early table overlooking the ocean). We loved our couples massage at the spa, cocktails at Allegria, and even the shows. But the best part of the resort is the service. Our concierge, Miguel, was patient and helpful, our maid, Guadalupe, was prompt and left our room spotless and with roses one day, while the night maid left flowers on the bed. These little touches make the resort what it is - wonderful! Manuel to main porter is friendly and professional. Christian, at the pool based restaurant, works incredibly hard, with no task too much to ask. We had wonderful service from Jorge each morning and lunch! I would say the only drawback is the early bird chaise reserving at the pool. I am not sure what can be done about that! To snag a pair of chaises at the main pool an early morning wake up by 6 is needed! I now know where all the type “A” personalities are staying! But again, not sure what the resort can do about that. We will be back to visit Royal Hideaway soon! It’s a pleasure!!!
    Dear Guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!
    Written February 6, 2020
    This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
    Date of stay: February 2020
    Written February 6, 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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celina s wrote a review Sep 26
1 contribution
Our vacation stay was amazing. The concierge Cipriano Malpica took care or our every need. He not only made reservations for dinner and entertainment, but also recommended activities for us in Playa Del Carmen. It would be nice if the Mexican Culture was represented more at the hotel.
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Review collected in partnership with Barcelo Hotels & Resorts
Date of stay: September 2023
Value
Rooms
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Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 3 days ago
Dear Celina, We thank you for sharing your feedback on your recent vacation with us, our main goal is to ensure that we continue to provide unforgettable experiences for our guests and your comments help us to do that. We appreciate the time you took to share your feedback and constructive comments. We are delighted to read that you felt welcomed and supported from the moment you arrived to the moment you left and that you share your compliments with the entire team, as this is a great source of motivation for us to strive harder every day. Thank you again for your visit and your constructive criticism, our main goal is that our guests feel comfortable and fully enjoy their visits. Come back soon, we will make sure your next visit will be perfect. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Jessica K wrote a review Sep 25
1 contribution
about 3/4 of the way into our trip we were notified of painting going on around our room, and we were moved to a suit. The suit was nice except for the broken noisy downstairs toilet and poorly working AC in the bedroom. it was hot to sleep in compared to the working AC in our original room. a non-english speaking tech was sent once to fix the AC and did not fix it. I notified Cesul that it wasn't fixed and it remained unfixed for the whole trip. Our waiter Nicholas at Ventannas was excellent. This was also our favorite restaurant. The breakfast and lunch buffets on the deck are awesome. the grounds are neat and enjoyable. the reception staff was unable to resolve an accounting error that occurred at check-in. Make sure you bring the credit card you paid your deposit with, or they will insist on charging a different card the whole amount (including what you already paid) and promise a refund. we shall see if I get it
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Date of stay: September 2023
Rooms
Cleanliness
Service
Room Tip: Suites are nice
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 4 days ago
Dear Jessica, We greatly appreciate the time you have taken to review your recent experience at our hotel, at Royal Hideaway Playacar we always strive to exceed our guests' expectations. Your comments will help our team to achieve that goal. Reading your comments and ratings we see that your stay was considered average, we regret that some aspects did not meet your expectations and this overshadowed your vacation. Thank you again for choosing our hotel on this occasion and for the courtesy of your time, although we understand that it did not fully meet your expectations. We hope to have the opportunity to serve you again in the future and have the opportunity to exceed your expectations. Kind Regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Tim N wrote a review Sep 24
2 contributions
The resort provided a wonderful and relaxing week. The beach was clean and had lots of available seating. The tequila and cocktail. classes the resort provides were entertaining and educational. Brenda and Carlos were great poolside entertainers!
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Date of stay: September 2023
Value
Location
Service
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 5 days ago
Dear 284timn, We appreciate your kind words about your experience at our hotel. We are glad to hear that you enjoyed the ambiance, the activities and our team. We hope to have the pleasure of welcoming you again in the future. Best regards, Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Bobby B wrote a review Sep 22
North Little Rock, Arkansas1 contribution
Great getaway! During our stay there was low occupancy so it was very nice not to have to wait in lines . Restaurant and bar staff were all great. Beach was clean and pools were never crowded. No issue with room A/C and it was always clean. Looking forward to going back!
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Review collected in partnership with Barcelo Hotels & Resorts
Date of stay: September 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Bobby, We would like to thank you for the very positive comments you shared regarding your recent visit to our hotel, we are delighted to know that we were able to meet your expectations. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
we_are_brighton wrote a review Sep 22
Seaford, UK302 contributions26 helpful votes
+1
This was our first visit to the Royal Hideaway after staying at the Iberostar Tucan on all our previous trips. We were there to celebrate our 35th Wedding Anniversary and EVERYTHING was wonderful throughout our 12 night stay and we met some wonderful people! We arrived with some doubts after reading many negative reviews, but we encountered none of the issues that constantly seem to be mentioned. The air-con kept our room at a very comfortable 23c! I guess some people’s expectations of air-con are much higher than ours, but if we feel that cool blast of air every time we enter the room, then that is good enough for us! We had a room on the second floor in Block 31 and it was a perfect location. Large room with a huge bathroom! Yes, we had some off-colour water from the taps at times, but after running for a while it always cleared. We only used bottled water for cleaning our teeth! It was also great having the Jacuzzi tub! Wi-Fi was excellent throughout the whole resort including the beach. The grounds are absolutely beautiful with lush vegetation, pools, streams and bridges. It really is like walking through a paradise. Very small resort, by Riviera Maya standards and we loved the intimate feel. The buildings and architecture are lovely! All the buildings are currently being repainted including the roofs, so in a few weeks time it will look even more stunning! We ate at The Deck every morning for breakfast and sitting outside overlooking the beach was heavenly! Breakfast is buffet, not a huge buffet but certainly enough choice and it varies slightly each day! I requested poached eggs every morning and every one without fail was cooked to perfection! Equally excellent was lunch which we also ate at The Deck! There is a menu for lunch and another small buffet! Everything we tried was superb, especially the Burgers, Fish Tacos and Spring Rolls. The cooked to order Pizzas were also excellent! Evenings dinners are all a’la carte and must be booked in advance! We ate at the Grill, Spices, Ventanas and Palazzo. We didn’t eat at Azia as it is not really our thing. We always enjoyed the Grill (which converts from the Deck), not the greatest steaks, but nothing to complain about! You can choose between eating inside (not air-conditioned) or outside on the terrace! We loved Palazzo and Ventanas, both are inside and air-conditioned. They are both beautiful restaurants with amazing food and a lovely ambiance! Our least favourite was Spices, but we made some poor choices first time there and it was much better second time around! Air-con was not great in Spices and we did see a few people complain about the heat and leave before finishing their meals, which we felt was not only rude, but also very unnecessary! Yes it was warm, but you are on vacation…..in Mexico, so just deal with it! Drinks! We had read a few complaints about the quality of the drinks, mini-bar restocking and lack of bottled water! We encountered none of these problems and all the drinks we had were great! Bottled water was readily available, cocktails were delicious and the sparkling wine was good! All the bartenders were friendly and happy to make whatever you requested! The beach was absolutely beautiful with that lovely turquoise, clear water! After the past few years of seaweed problems, we didn’t think we would ever see it like this again, but it was truly amazing and just how it was when we first came to Mexico in 2004! They were constantly working on the whole beach with tractors. Smoothing the sand and clearing the minimal quantities of seaweed that was washed ashore! There was a constant flow of sellers walking the beach, but a polite ‘no thank you’ was all that was needed to move them on! Most afternoons we wandered over to the Plaza opposite the hotel! There are now two small Plazas, the original one (our favourite) and a new modern looking one! These are certainly a much more pleasurable experience than 5th Avenue with the constant hassle the shopkeepers give you down there! Prices are also on a par, so save yourself some hassle and just ‘shop local’! Finally, the staff! They are all very helpful, friendly, lovely and hard-working! Special mention has to go to Elena, Luis, Pablo and Angel at the Deck! Carlos and Brenda on the animation team were fantastic and kept everyone entertained! I would also give a special mention to Samuel, the Maitre-d’ in Ventanas, he was wonderful and called us by name from day one! Tip them, they deserve it! We tipped a mixture of Dollars and Pesos. Every time it was received with thanks and gratitude! Overall, we had an absolutely brilliant time at the Royal Hideaway and would highly recommend it and we will return!
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Date of stay: September 2023
Value
Location
Service
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear we_are_brighton, We would like to thank you for the very positive comments you shared regarding your recent visit to our hotel, we are delighted to know that we were able to meet your expectations. We are glad that your vacation was an amazing experience and that you enjoyed everything we have to offer, we hope you will keep us in mind for another visit very soon. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
taras wrote a review Sep 21
New York City, New York1 contribution
It's our first time in mexico and first time in an All inclusive hotel, and I think we found a hidden jem! Based on the amount of people at this resort compared to the once next to it, it had way less people in it. Which allowed us to explore the whole resort, every amenities it has to offer with no interruptions. Food is amazing, staff is very frandly, beach, pools are great (yes pools, it has many of them, 3 hidden, and 2 main and once for spa) In general, it's a wonderful place to be, and we are already planning on coming back there with our family.
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Review collected in partnership with Barcelo Hotels & Resorts
Date of stay: September 2023
Value
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Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Trek, First of all, we would like to thank you for the very positive comments you have shared regarding your recent visit to our Royal Hideaway Playacar hotel, we are delighted to know that we were able to meet your expectations. We are delighted to see that you really enjoyed the beauty of our facilities and beautiful beach. It is our intention to provide pleasant and clean accommodations so that our guests can enjoy an unforgettable vacation and take nice memories back home. We are very grateful for your compliments towards our staff, whose kindness and friendliness is one of the greatest strengths of our hotel and I undertake to congratulate all of them on your behalf for their contribution to your well-being during your stay at our hotel. Once again we thank you for choosing our hotel for your vacation and hope to have the opportunity to serve you again in the future. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Gadawg14 wrote a review Sep 21
canton, ga22 contributions69 helpful votes
I have been here 5 times and booked again next year. I have been to resorts in Cancun and Riviera Maya at least 50 times the last 40 years. Best way to describe the Royal Hideaway Playacar now owned by Barcelo is consistent. Consistent in the easy access to everything, short walk from your room, quality of the beach, service from the employees, location of the resort, no long waits at the bars, good food, laid back atmosphere and quiet evenings at a beautiful setting. If you are looking for a party atmosphere go elsewhere. Food here is very good and they will bring it to you in the day at beach and pool. I have never had an issue with the air conditioning here. Best employees and staff here eager to please. I greatly respect all of them. I enjoy speaking with them telling them how good a job they are doing. Dollar for dollar this is the best all adults resort on that stretch of beach. I really like this resort and highly recommend it.
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Date of stay: March 2023
Value
Location
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Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Gadwg14, We would like to express our sincere thanks for your trust and loyalty and for choosing our hotel on this occasion. It is a great satisfaction to read that, once again, you had a pleasant stay with us. We are pleased to know that we managed to exceed your expectations in terms of hospitality and service provided and we will pass on your comments to the team members you mentioned. Once again, thank you for your kind review of our hotel and we look forward to serving you once again in the future, it will always be a pleasure to have you back, here at your hotel, your home. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
rlomb39433 wrote a review Sep 21
endicott,ny31 contributions37 helpful votes
i was disappointed . i spent alot of money and am now regretting it ,as i have never regretted staying at the hdeaway beforei hope you can fix the problems . i even noticed that the landscaping around the property was poor as well as the cleanliness of the private plunge pools.
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Review collected in partnership with Barcelo Hotels & Resorts
Date of stay: September 2023
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Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Rlomb39433, We sincerely appreciate the time you have taken to share your feedback following your visit to our Royal Hideaway Playacar hotel. The opinions of our guests are of utmost importance to ensure that our service standards are met at all times. Please accept our sincerest apologies for any problems you may have experienced during your stay. We sincerely hope that you will give us another opportunity to demonstrate our true level of hospitality and interest in serving you properly in the future. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Beverley H wrote a review Sep 20
1 contribution1 helpful vote
The resort is very tired and has very little atmosphere, the one bar available in the evening is a dismal place to spend an evening and we found it was often closed before 10:00pm. Although advised to be open until 1:00am. The restaurants are of very poor quality, often running out of course’s and as the choice is limited this makes them even more frustrating, to add to this you have to pre book a time and often you are not sat down to eat until at least an hour after your allocated time, we left 2 restaurants and went with out due to not being able to be served until 10:00 in the evening, the restaurants close at 10:00!!!! The rooms are very basic and our room had many faults, light not working, shower not working, a bath tub that is fine for a child but not an adult, no toiletries provided and ripped bath robes. We paid for a luxury royal garden view and ended up on a second floor room with a balcony surrounded by trees, which made the room really dark and you really would not want to sit out there. To get a sun bed around the pool you have to be up around 6:00am, they are all reserved with towels by 8:00am, the beach however is lovely and plenty of seating however very limited waiter service on the beach even after tipping. Yes we did complain to the main desk, we found these members of staff the least helpful and very disrespectful. The one good thing was the entertainment staff and the lovely lady that cleaned our room and tried to make us feel comfortable. We shall not be returning and will not recommend The Royal Hideway to anyone we know.
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Date of stay: September 2023Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
1 Helpful vote
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear 22beverleyh, We are sorry to hear that your experience at the Royal Hideaway Playacar did not meet your expectations and that you faced several problems during your stay. We sincerely apologize for the inconveniences you experienced with the restaurants, the bar and the problems in your room. We will take immediate steps to address these issues and improve our services. We also regret that you are not considering returning to the Royal Hideaway Playacar and would not recommend it to others. We value your feedback and will use it to implement significant improvements. We hope that, in the future, you will give us another opportunity to demonstrate to you that we can deliver an exceptional experience. Yours sincerely, Axel Sosa Community Manager Royal Hideaway Playacar
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Alex M wrote a review Sep 19
3 contributions
I’m a unique barcelo member. I like staying at Barcelo’s properties but after this stay, they have LOST a recurring client. You can see my previous review back in June 2023. I had a great time. It’s such a shame in 3 months the hotel has gone DOWNHILL. The workers are the ONLY thing that are keeping this hotel afloat. I arrived and my first room the AC was broken and it wouldn’t go below 25 C. Then I was moved to another room. The room had CONTAMINATED WATER coming out of the shower, tub and bathroom sinks. Two lamps were not working. The AC was working but made a vacuum-like noise all night long. And we killed 2 cockroaches in the middle of the night. I brought all these details to management. They sent maintenance 2-3 times to fix the issue. To fix the two lamps with burnt lightbulbs, the worker had to take from the reception’s lamps the used lightbulbs to take to my room. I later found out that workers are told to find ways of fixing things because management will not buy material needed to keep the hotel running. The AC, the management said it made a noise but it’s a new AC system. The concierge told me that was a lie and that if the AC system was new, it should run smooth and quiet all night long. For the cockroaches, management said sorry. As for having brushed my teeth and showered in contaminated water, management said that it was CALCIUM from the reviera Maya. The maintenance workers told me that the water is CONTAMINATED, and that management is aware of plumbing and water issues with the hotel. But that guest sometimes don’t see it because the sink and tub are a yellowish color. It’s such a SHAME that management is allowing guests to shower and use contaminated water. I spoke with the general Manager Guadalupe Sosa. The resolution after wasting one and half day of my trip to leave the hotel and book at SANDOS. I ended up booking for the rest of the week at SANDOS for a VILLA with CLEAN water at a cheaper price than Royal hideaway was charging. Lastly, previous to arriving at this hotel. I stayed at Barcelo RIVIERA MAYA - Adults only. I had a good experience and SIMON BARCELO was staying at the resort. I mentioned to management of ROYAL HIDEAWAY they should contact him while he’s in the local area. I was told Mr. SIMON BARCELO is aware of the issues going on at this hotel and NOTHING IS BEING DONE.
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Date of stay: September 2023Trip type: Traveled with family
Room Tip: BOOK at a different resort
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Alex, We sincerely appreciate the time you have taken to share your feedback following your visit to our Royal Hideaway Playacar hotel. The opinions of our guests are of utmost importance to ensure that our service standards are met at all times. Please accept our sincerest apologies for any problems you may have experienced during your stay. We sincerely hope that you will give us another opportunity to demonstrate our true level of hospitality and interest in serving you properly in the future. Kind regards Axel Sosa Community Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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123456
Not the right property for you?
There are more places to choose from in the Playa del Carmen area.
PRICE RANGE
$239 - $367 (Based on Average Rates for a Standard Room)
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
FORMERLY KNOWN AS
Royal Hideaway Playacar & Occidental Resorts
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaPlaya del Carmen
NUMBER OF ROOMS
201
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ROYAL HIDEAWAY PLAYACAR - Updated 2023 Prices & Resort (All-Inclusive) Reviews (Riviera Maya/Playa del Carmen, Mexico)

Frequently Asked Questions about Royal Hideaway Playacar
Which popular attractions are close to Royal Hideaway Playacar?
Nearby attractions include Plaza Playacar (0.1 miles), Playacar Center Shopping Mall (0.10 miles), and Dalemdar (0.1 miles).
What are some of the property amenities at Royal Hideaway Playacar?
Some of the more popular amenities offered include free wifi, a pool, and an on-site restaurant.
Which room amenities are available at Royal Hideaway Playacar?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Royal Hideaway Playacar?
Guests can enjoy an on-site restaurant, a lounge, and a poolside bar during their stay.
Is parking available at Royal Hideaway Playacar?
Yes, free parking is available to guests.
What are some restaurants close to Royal Hideaway Playacar?
Conveniently located restaurants include Barra Artesanal, Jungle GastroBar, and Amorcito Corazón Playacar.
Are there opportunities to exercise at Royal Hideaway Playacar?
Yes, guests have access to a pool, a fitness center, and fitness classes during their stay.
Does Royal Hideaway Playacar offer any business services?
Yes, it conveniently offers a business center, meeting rooms, and a banquet room.
Which languages are spoken by the staff at Royal Hideaway Playacar?
The staff speaks multiple languages, including English and Spanish.
Are there any historical sites close to Royal Hideaway Playacar?
Many travelers enjoy visiting Zona Arqueológica Playa del Carmen (0.9 miles).
Does Royal Hideaway Playacar have any great views?
Yes, guests often enjoy the ocean view available here.