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Calle Lote Hotelero 6 Desarrollo, Playa del Carmen 77710 Mexico
23 people are viewing this hotel
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Traveler (6387)
360
Panoramas (60)
Pool & Beach (1758)
Travel safe during COVID-19
Visit our Travel Safe hub to see how we're helping you make more informed travel decisions during COVID-19.
What you can expect during your stay
  • Face masks required for guests in public areas
  • Face masks required for staff in public areas
  • Hand sanitizer available to guests & staff
  • Regularly sanitized high-traffic areas
  • Staff required to regularly wash hands
  • Daily temperature and symptom checks for staff
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Updated 01/07/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.
A note from Royal Hideaway Playacar
Updated 01/07/21 Safety precautions are provided by the property and are not checked by Tripadvisor for accuracy.

About

#83 of 324 in Playa del Carmen
Location
4.7
Cleanliness
4.7
Service
4.7
Value
4.4
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
Free breakfast
Beach
Diving
Airport transportation
Parking
Wifi
Hot tub
Pool / beach towels
Infinity pool
Pool with view
Adult pool
Outdoor pool
Fitness / spa locker rooms
Fitness classes
Sauna
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Special diet menus
Poolside bar
Snorkeling
Tennis court
Aerobics
Bicycle tours
Entertainment staff
Evening entertainment
Business Center with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Salon
Adults only
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun terrace
Sun umbrellas
Butler service
Doorperson
24-hour front desk
Dry cleaning
Ironing service
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Room features
Bathrobes
Air conditioning
Additional bathroom
Housekeeping
Private balcony
Minibar
Refrigerator
Flatscreen TV
Room service
Safe
VIP room facilities
Iron
Laptop safe
Wake-up service / alarm clock
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Room types
Ocean view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
HOTEL STYLE
Charming
Romantic
Languages Spoken
English, Spanish
Hotel links
Special Offer:EXTRA 5% OFF

Location

Full view
55Somewhat walkable
Grade: 55 out of 100
10Restaurantswithin 0.3 miles
15Attractionswithin 0.3 miles
7563Reviews1080Q+A100Room tips
Traveler rating
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Popular mentions
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Most Recent
John A wrote a review Yesterday
Flower Mound, Texas284 contributions194 helpful votes
This was our 8th time to the resort! Recovering nicely from the pandemic and upgrading skill sets of personnel since visit last year (5/2021). Food, staff were all excellent. We had the best concierge we have ever had….Ricky in villa 26! We love this resort and the new people we meet each year! One of the highlights for us was to meet Deena & Mark who are world-class guests of this marvelous resort. Til next time we visit! ❤️❤️❤️
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Date of stay: May 2022Trip type: Traveled
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franciscomorales wrote a review Aug 2021
United States228 contributions80 helpful votes
Hotel's Favorite
This is our 4th time here and all I can say is that it keeps getting and better, basically what keeps us coming back is the service. The staff here knows what they are doing and they are on top of making guest feel like kings. The pool staff Genaro, Javier and Antonio don't ever let your glass get to empty. The drinks are well made and there is only premium alcohol, I dont ever worry about getting sick from off brands. The food is delicious our favorite restaurant this year was Ventanas ( you must make a reservation so that there is no waste but that's easy to do with your concierge). Milca and Brenda always made my mornings wonderful by having coffee and breakfast ready as soon as I got to the deck restaurant. I love how Milca takes her job serious and does so well reminding rude tourist to follow the rules this makes it so much more pleasant for the rest of us. We went to the SPA and the girls at the spa Jessica and Paula were wonderful I was so relaxed after that I honestly thought that I was sleep for 2hrs haha. The location is wonderful and close to town (10min walk). We did several activities with Mercedes and had a wonderful time. We are already planning our return in December.
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Date of stay: August 2021
Value
Cleanliness
Service
Room Tip: we had trouble with room 2725 it was not cooling below 75 make sure your room's ac works
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2 Helpful votes
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded Aug 28, 2021
Dear Mr. Francisco Morales, Thank you for choosing Royal Hideaway Playacar as your destination. We want to thank you for taking the time to share a review of your personal experience at our resort. Our entire staff works to create unforgettable and intimate moments for our guests, and we are truly happy to know we have exceeded all your expectations. We hope to welcome you back once again, all the staff will be happy to see you. Warm regards, Mariano Casasús Deputy Manager
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Eugene Y wrote a review Yesterday
London, United Kingdom72 contributions24 helpful votes
One week stay with my partner, our first holiday in 6 months - we loved. The resort has a very relaxed feel: large rooms, 6 restaurants, several pools and an own beach spread out over large grounds. One never feels crowded, the service is impeccable, yet discreet, from friendly and professional staff. We particularly enjoyed the Ventanas and Azia restaurants. House wine is included, but there is also an interesting selection of Mexican, Californian and French, well presented by a competent sommelier. 4 of the restaurants have a dress code - gives a quality ending to the day and a finer feel. My wife is picky on spas and she loved the massage. Interesting classes, e.g. sushi making, tequila and art, but they fill up fast. Plenty of agouti and iguanas on the grounds. If you are lucky, you might spot a coati at night. Water sports, such as parasailing, paddleboarding etc available on the beach.
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Date of stay: May 2022
Value
Cleanliness
Service
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded yesterday
Dear Eugene, Thank you for taking the time to rate us and share your experience. We are pleased to know that you had an incredible time on your vacation and that you have enjoyed our facilities, activities and our service. We look forward to your soon return, it will always be a pleasure to welcome you. Community Manager
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Éric T wrote a review May 17
Deux-Montagnes, Canada2 contributions
Here are our impressions of the Royal Hideaway, The basic room was very decent, quite spacious, very clean, the king bed was extremely comfortable. We didn't have a bath but the shower was very spacious. Our balcony overlooked a small wooded area so we were in complete privacy. Since it's not a very big hotel (200 rooms) it's very quiet, so excellent for getting together as a couple :-) Otherwise the site of the hotel was simply spectacular, a breathtaking lobby, the grounds very clean, lots of small heated pools, also full of small animals walking around everywhere. All of this makes the place even more pleasant. Since there are not many rooms in this hotel, the beach gives the impression of being much larger compared to other surrounding sites. No one is roped like sardines and each chair has sun protection. The service was more than perfect, very fast, a most cordial team, always attentive to our needs, very friendly and some even speak a little French (were french Canadians) . The food now.... Just one word to say WOW!!! the Azia (Japanese grill restaurant) was probably our favorite restaurant, the pad thai, the chicken with green curry (Extremely spicy yum, yum, yum) the grilled shrimps everything was extremely delicious. The other restaurants: Le Grill, Ventanas, Spices, Palazzo, The Deck (lunch) were also excellent. What struck us is that the people who frequent this hotel are regulars, several of them were at their 3,4,5th time at this place. It gives you an idea of ​​the general quality of the Hideaway. All in all we highly recommend the place and we would like to go back there next year for sure Plus: Restaurants, service, beauty of the site, size of the beach Minus: Seaweed on the beach (not really the fault of the hotel it was the time of year when there was a lot of it) NB: Many thanks to the employees who made our stay extremely special: Luis (The deck), Jorge (the Grill), Eduardo (Palazzo) our concierge Lizbeth and Alejandro you guys were the best!!! We'll be back most certainly
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Date of stay: April 2022
Rooms
Cleanliness
Service
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 2 days ago
Dear Eric, Thank you for taking the time to rate us and share your experience. We are pleased to know that you had an incredible time on your vacation and that you have enjoyed our facilities, activities and our service. We look forward to your soon return, it will always be a pleasure to welcome you. Community Manager
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Mardi J wrote a review May 16
1 contribution
Israel Polanco is absolutely amazing! He was always making sure we were having a good time and that we were given everything we needed to have a good trip. Very good staff all around, they all really try to accommodate to all your needs
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Date of stay: May 2022Trip type: Traveled
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 2 days ago
Dear 553mardij, Thank you for taking the time to rate us and share your experience. We are pleased to know that you had an incredible time on your vacation and that you have enjoyed our facilities, activities and our service. We look forward to your soon return, it will always be a pleasure to welcome you. Community Manager
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lcw wrote a review May 12
New York City, New York2 contributions
He is so sweet and thoughtful. He made me laugh and was so helpful. Great views and cocktails. Great weather. Great amenities. Small and intimate setting with no drama. Clean and respectful at all times.
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Date of stay: May 2022Trip type: Traveled
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 6 days ago
Dear Icw20, Thank you for taking the time to rate us and share your experience. We are pleased to know that you had an incredible time on your vacation and that you have enjoyed our facilities, activities and our service. We look forward to your soon return, it will always be a pleasure to welcome you. Community Manager
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Corina Lemus wrote a review May 10
Victorville, California4 contributions2 helpful votes
Just returned from a seven night stay at Royal Hideaway, this our second time returning to this hotel due to the first time was such and awesome experience truly a 5 start hotel; but now sure what happened within that time, but this time around it was definitely disappointing; from the very beginning we arrived everything went wrong, the welcoming staff was not welcoming at all, we had to wait hours before our room was available. Let me number each item as there were so many: 1. Just to book the restaurants, there are NO openings; what the heck do they think their customers will not be hungry and dont have the capacity to book...so we were booked for late dinners at 8 or 9pm. 2. when we did finally make it to dinner, just to get our drinks took 30 minutes and to get our food another 30 just for it to be luke warm; all in all every dinner we were there a good 3 hours. None of the staff is friendly in none of the restaurants, i do have to recognize Francisco from Spices he was the only one who stood out; very pleasant man, friendly, courteous, and actually seemed to care. 3. Our group was nine of us, so there was a certain incident with Spices, his name is Emilio very rude lead, manager, when we asked him how long it would take to seat us, he said he didn't know because they did not cater to large groups...what the heck no apology just a straightforward rude answer; prior visit we were there was 20 of us and no problems. You think with reservations they would have table ready, but not here. If he is a manager, I think he needs to be sent for additional training. 4. We understand this is a more relaxing hotel, but wow it really is; pool and everything else including food is closed by 5; so if your hungry you have to either wait till dinner or go out to town. No entertainment, one bar for the entire resort. 5. I am not one to look at small things or get caught up with racism, but this hotel definitely does this; our group was predominantly Hispanic, and it was very upsetting to see our own look down on us; if you are not American you will be greeted, accommodated, and looked at differently. 6. OH AND NO HOT WATER.....THE WHOLE TRIP. Its very disappointing the value has really declined, and I will definitely never come here again. I heard Secrets is truly a five star hotel, that will be our next stop.
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Date of stay: May 2022
Location
Cleanliness
Service
Room Tip: definitely no ocean view rooms
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1 Helpful vote
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Corina, Thanks for taking the time to rate us. However, we regret that some aspects of our hotel did not meet your expectations; We are working with all the staff to provide you with the best service. Your comments have been taken into account and will help to improve our service and its quality for all our guests. We hope that you will give us the opportunity to welcome you back to the hotel. The warmest greetings! Deputy Manager
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Jessica D wrote a review May 9
Kingston upon Thames, United Kingdom116 contributions49 helpful votes
Pros- drink selections were good, breakfast in Spices was good, Thai is great food and so was the grill. Cons- We had so many problems while we stayed here. When we arrived the room smelt very badly of damp, we requested another room but we were told there was not one available. On our first full day we woke up to no hot water and brown water running out of the bath. We contacted reception who told us this was a resort wide problem and there was no timescale for it to be fixed. No apology, no explanation just basically told us to get on with it. We had no hot water for the first 3 days of our stay and then intermittent hot water after that. The bath water remained brown so we were not able to use it at all during our stay. On day 3 we had another issue as tv stopped working, again we were told it was all rooms. The hotel advertised that all blocks come with a concierge, ours was never there. When we went to reception to enquire about something we were told there was no concierge for that block and to use another blocks. Why weren’t we told that on check in? We also were not given any info (not even wifi code) when we checked in. Despite other guests being given this information when we saw people checking in the next day. There was no working hairdryer in the room, this took 3 calls to reception and eventually an email to the manager to get one sent to our room, just ludicrous. We booked a Bali bed and paid for it, staff weren’t told and this was not set up meaning we had to traipse back to reception to ask why this hadn’t been done. We were promised a refund on day 3 of the holiday, this was over a month ago and we have still not had the refund. Despite chasing continuously while there and now we are still doing even though we are home. Manager told us several times this would be sorted, including saying the reception staff would be aware. Each time we asked them they were not aware of the refund at all. Which was frustrating having to keep bringing this up all the time while trying to enjoy our holiday. The hotel information mentions enjoying your favourite drink in your room from room service, yet we were told by room service they could only give us beer, no spirits or cocktails. The room service staff give estimated time of about half an hour but we found this to be over an hour most of the time. The situation with the sun loungers at the pool is also a pain, they are all gone by 7:30am. We emailed ahead before we stayed asking if there was a booking system and were told there was not. Several guests told us they had been paying the pool staff or concierge staff to reserve Sun loungers. This means sometimes they would have towels on from 7:30am and not be used until the afternoon. Really disappointing to stay in a resort that does this. Overall we are so very disappointed with our stay, our honeymoon was completely ruined by paying a premium price for something that was just so below our expectations. I felt so sorry for the staff at reception all they seem to have is people complaining. This hotel has a lot of work to do to improve its standard and it certainly isn’t worthy of the number of stars it currently has. We have now lodged a complaint with our travel provider and will be following this up with a complaint to Barcelo. Who really need to look at this hotel and try and do something to prevent people wasting the money we did on such a terrible holiday.
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Date of stay: April 2022Trip type: Traveled
Room Tip: Avoid block 22 - no concierge and really loud due to neighbouring hotels entertainment
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2 Helpful votes
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Jessica, Thanks for taking the time to rate us. However, we regret that some aspects of our hotel did not meet your expectations; We are working with all the staff to provide you with the best service. Your comments have been taken into account and will help to improve our service and its quality for all our guests. We hope that you will give us the opportunity to welcome you back to the hotel. The warmest greetings! Deputy Manager
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Jon L wrote a review May 7
1 contribution
Had a great time visiting. Our concierge Ricky took great care of us making sure we took advantage of the on site hotels and amenities. Also making sure we were very comfortable in our hotel room. Enjoyed all the staff we met, met a few regular visitors, and the property is a short walk away from shopping when we felt like exploring on a foot a bit. Would definitely recommend.
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Date of stay: May 2022Trip type: Traveled
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear jjleavitt, Thank you for taking the time to rate us and share your experience. We are pleased to know that you had an incredible time on your vacation and that you have enjoyed our facilities, activities and our service. We look forward to your soon return, it will always be a pleasure to welcome you. Community Manager
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Daniela R wrote a review May 7
1 contribution
We stayed at the royal hideaway for a week celebrating my birthday. From beginning to end the service was impeccable. The servers, the host, and the animation staff were truly there to give you the best service. Our favorite spot to eat for both breakfast and lunch was spices the food was great and the service from Oscar Cruz Martinez was AMAZING, if you go to spices the server to ask for is Oscar. We also had a beautiful romantic dinner on the beach for my birthday. There we met another great server Julian Beltran he was very kind and went out of his way to make my birthday special. The best restaurant to eat at night is definitely Azia and the server to ask for there is Alexander, he is very attentive and gives great food recommendations. If you are hanging out by the pool the man to know is Ivan Garcia (also known as Chocolate) he constantly would make sure we had towels, he would let us know about the activities going on, and just made us feel really comfortable. If you want to do activities I highly recommend booking with the hotel. The hotel makes it very easy, they provide transportation from the hotel and back. Our favorite activity was going scuba diving and seeing the cenotes. We are so happy with our stay at the royal hideaway, it was clean and beautiful but definitely the best part of it was the service!
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Date of stay: May 2022Trip type: Traveled
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Response from Community Manager, Propietario at Royal Hideaway Playacar
Responded 1 week ago
Dear Mr. Daniel, Thank you for taking the time to share your latest experience at our resort. Our guests' comments provide us the opportunity to see our hotel through their eyes; We are very grateful for the time spent sharing a review of your personal experience at our resort. We are pleased to know that we were able to exceed your expectations and that you have enjoyed all the services our resort has to offer. We hope to see you back very soon! Kind regards, Mariano Casasús Deputy Manager
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PRICE RANGE
$283 - $600 (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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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, free breakfast, and a pool.
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 free breakfast, an on-site restaurant, and a lounge 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, Prego Pizza & Cocktail Bar, and Hacienda Don Diego.
Are there opportunities to exercise at Royal Hideaway Playacar?
Yes, guests have access to a pool, a fitness center, and a sauna during their stay.
Does Royal Hideaway Playacar have airport transportation?
Yes, Royal Hideaway Playacar offers airport transportation for guests. We recommend calling ahead to confirm details.
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).