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“The Gold Standard.” 5 of 5 bubbles
Review of Royal Hideaway Playacar

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Royal Hideaway Playacar
Ranked #26 of 212 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Pittsburgh, Pennsylvania
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
“The Gold Standard.”
5 of 5 bubbles Reviewed October 3, 2011

We have vacationed at several resorts along the Riviera Maya, but the Royal Hideway is truely at the top of the list. What impresses me most about the resort is it's reputation along the southern coast of Cancun. When we stay at other resorts, and talk with the management, they are always telling us that their General Manager or Executive Chef is from the Royal Hideaway -- making the Royal Hideaway the "Gold Standard" for luxury resorts.

The Royal Hideway is a great oasis, the place to get away from it all. It's quiet and elegant with a sophisticated atmosphere. One of their biggest concerns is their noisy neighbors to the right. If you really want a quiet vacation, ask for a room to the left of the resort because the neighboring hotel has loud pool games in the afternoon and rock music at night.

As for dining, we enjoyed breakfast and lunch the most with service near the pool. Dinner service was slow, and I don't think they have enough dining rooms or space for everyone at night. Every restauant was full, and they wanted us to come back at 9 pm, which was just too late to eat. I think they could solve this problem with a buffet restaurant in the evening, so people could just help themselves.

All in all, this was our second visit to the resort, and I would highly recommend it. Housekeeping, the luxurious rooms and the general service around the pool and beach are absolutely impeccable. Although the room rates are high, I'd rather stay at the Royal Hideaway for a few days than a week at another hotel.

Room Tip: We stayed on the first floor, and that worked well for us because we just didn't want to be clim...
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  • Stayed May 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Pretty_Beaches
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear Pretty_Beaches
Thank you for choosing us again for your recent vacation. Also, thank you for sharing your feedback. We loved the title in your post “The Gold Standard!”

We are so glad to hear that you enjoyed the hotel and the exceptional service. It is a pleasure to hear you appreciated quality of our service as our goal is to provide the very best to our guests.

I’m sorry to hear the restaurant service did not meet your expectations and I will share your comments with our food and beverage manager.

We look forward to host you for your third visit soon!


Kind regards
Cynthia Sánchez.
Customer Service Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,860 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (900)
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English first
North Carolina
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed October 2, 2011

My husband and I had an AMAZING vacation last week. I was a little skeptical given some of the Trip Advisor reviews but a friend had visited earlier in the year and convinced us to still go. Most of the bad reviews have been about the food. We did not have a bad meal at all, although some were better than others. And if you don't like something, they will bring you a different selection since it's all inclusive. Our favorite was Palazzo (Italian-very romantic) and Azia (Japanese/Thai-ask for a private room). Las Ventanas is the fanciest and seems to be the favorite on Trip Advisor reviews but it wasn't ours. All of the restaurants are great. Be sure to book your nightly reservations before you go or as soon as you arrive. The villa concierge can do this. Later in the week if you want to change your reservations because you like or dislike a restaurant, they will do that also.
The rooms were very nice and clean. Maid service is twice a day. When they come through at night to turn down the bed, etc. they will also clean the bathrooms (just as they do in the morning). Some people have complained about furniture being dirty or old in their room but we didn't notice anything like that in ours. There are nice big flat screen tv's but only with a few channels in english. But who goes to such a beautiful place to watch tv? We were in villa 23 which is very close to the pool/beach but not so close as to be bothered by people at the pool.
When we were there, the resort only seemed to be partially full so there were no problems getting a chair by the pool or on the beach. During our stay, the resort got new beach chairs and are getting other new furniture throughout.
All of the staff are amazing and want to cater to your every need. You do not want for anything while you are there. Whether it's during the day at the pool or beach or at night in any of the restaurants.
There is not much nightlife, which I really enjoyed. We did not want to go to a big resort with a bunch of drunk people running in and out of their room at midnight. I think the other guests who stay there are in that same mindset so it stays very quiet. If you are looking for that, you may want to consider staying somewhere else or go into town at night. Do ask for a room in a quieter section of the resort because the hotel next door plays loud music at night. It can be heard from some rooms. We asked and were placed on the opposite side so we did not hear anything.
There are so many great things about this resort that I know I'm leaving something out. All I can say is that it was wonderfully romantic and relaxing!!! We were so sad to leave but can't wait to return! Will definietly be back.

Room Tip: Ask for a room in a quieter villa, away from the neighboring resort with the loud music.
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  • Stayed September 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Burninuptheroads
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear Burninuptheroads
Thank you for choosing to stay with us, and also thank you for taking the time to share so many details about your experience with other travelers.

We are thrilled to hear that the property and service exceeded your expectations and you are thinking on a return trip. We do have new beach chairs, and we have a plan to receive even more new furniture next year. Thanks for noticing! We are glad you liked it.

Our food and beverage team will be thrilled to read your comments in regards to the food and service at the restaurants. It would be a pleasure to see you here again in the future.

Please contact me prior to your next stay to arrange anything in advance (as dinner reservations or room requests).

Warm Regards,
Cynthia Sánchez
Customer Service Manager
cservices@mx.occidentalhotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Level Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed September 30, 2011

Not only is the water picture perfect, the hotel classy and grand, the food delectible....but the standard of service is barely surpassable. An amazing place for honeymoon, anniversary or birthay celebration. The tranquility and beauty are blissful. Adult only, all-inclusive....with plenty to do, its hard to find anything better....ENJOY!

  • Stayed September 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Claritylife
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear Claritylife
Thank you for sharing you great experience! We are happy to read that our property and service exceeds your expectations. Your comments will be shared with the staff and we look forward to your visit again soon!

Kind regards,
Cynthia Sánchez
Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
16 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
5 of 5 bubbles Reviewed September 29, 2011

My girlfriend and I just returned from our 8 night visit at the Royal Hideaway Playcar ("RHP"). Overall, we had an amazing experience, the positive reviews of the resort from the other reviewers are all true. For those who are checking out the reviews to help with their hotel selection (as did we), I hope that we can provide some helpful information about the resort. We stayed at Secrets Maroma ("Secrets") in May of this year so we will try to provide a reasonable comparison of the two resorts (rates are comparable). In terms of our demographics, we are both professionals from NYC in our 20-30's.

1) Grounds: RHP is a much smaller resort so it has a more romantic, intimate feel. Getting from the room to the pool/beach area as well as to the restaurants does not feel like walking through a trail (although it was not bad at all at Secrets). Both resorts have beautiful landscaping and grounds are maintained well.

2) Rooms: Rooms at Secrets are much larger, with larger balconies (a couch vs a couple of chairs at RHP). I think we spent a bit more time (eg, before dinner) on the balcony at Secrets than at RHP, but we really didn't feel the need to spend any time out on the balcony at RHP as everything else is just steps away and the entire resort is beautifully lit and romantic. RHP had a full time concierge per building (or villa). Only 4 rooms per floor per villa (mostly 3 story buildings). So only 12 rooms (max) per villa with a full time concierge - although we really didn't need a concierge for the most part except to make dinner reservations. Constructive criticism - At RHP the way the villas are designed, it's a square building with an open atrium in the middle part (so the middle of the building is open to the sky) - beautiful design, except when it rains, or when people speak in the atrium, the acoustics amplifies and can become very loud.

3) Service - both resorts offer excellent service but we preferred the service at RHP - smaller resort means more personalized service - everyone remembered us my name. The poolside service is outstanding at RHP, on average, a server came by every 5-10 min throughout the day.

4) Food - We were a bit concerned about food because of some negative reviews posted on Tripadvisor, but the food became our favorite part about RHP. Overall, we would rate RHP a bit higher than Secrets in terms of decors of restaurants as well as presentation, quality, and taste of food. But please do not go to Mexican All-inclusive resort expecting a three Michelin star restaurant quality. Our favorite was the Italian (Palazzo), but our best time was at the Asian restaurant (Azia) where we got the private room in the back (highly recommended). Although not all restaurants are open every night, they are on a rotation so you can try all of them during your stay. (Three of the Four restaurants are open on a rotating basis)

5) Drinks - Two thumbs up for RHP, beats secrets hands down. All the drinks are freshly made (every morning fresh juice are squeezed for the drinks), plenty of alcohol, and the top shelfs (grey goose, juan julio) are on display rather than hidden away (we didnt discover Secrets had grey goose until mid way through the trip). All the drinks that we ordered, especially Dirty martinis, were much much better at RHP than at Secrets. In terms of the wine selection, the house wines at both resorts probably retail for $5-8/bottle in the US (they served Frontera brand at RHP). Although we are both wine drinkers, we were fine with the house wines - no way we would pay markup of 5-10 times retail for their wine selection.

6) Pool/Beach - A very different setup at RHP vs Secrets, We really liked the open setup at RHP, where the pool is right next to the beach area, with an infinity pool directly facing the ocean (see many pictures posted by other reviewers). Very beautiful. It was more quiet and relaxed at RHP than at Secrets since there wasn't a swim up bar at RHP (although it can be fun).

7) Activities - not much at RHP, Secrets offered more activities and it was more lively. But we were looking for relaxation so it didn't bother us a bit that RHP was more quiet. Although at Secrets, they have an awesome outdoor bar between the pool area and the main buildings with a ping pong table, a pool table, and darts. It was our favorite late afternoon stop. At RHP, we rented bicycles (free service) and rode to Playa del Carmen - it was a very nice ride, highly recommended.

8) Other tips - we've seen complaints on this site for getting later times for dinner reservations only to find empty seats at the restaurants - well, they have empty seats because during low seasons, they have less number of staff. And guests have different preferences as to when they eat (we generally eat later 8:30 to 9:30 - and there are guests from Spain who are used to eating after 11pm). If you absolutely can't wait for your reserved time, just go early, the hostess will do everything they can do to accommodate you. (during 8 nights of our stay, I think we showed up at the right reservation time only twice). Anything you want, just ask the staff, they will make it happen.

Room Tip: Choose a room that faces the middle of the resort because you can hear the music from neighboring a...
See more room tips
  • Stayed September 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
12 Thank Red-White-Bubbly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear Subseven


We thank you for taking the time to write this reviewtravelers, and We are thrilled to hear you enjoyed your vacation with us and you are ready to come back.

I have forwarded your comments to our entire staff and our General Manager as it is always a pleasure to receive such great feedback.

We appreciate you taking the time to mention every single detail you found in our property, as we are committed to exceeding our guests’ expectations, and for us nothing is more important than you.

I will share your comments with our food and beverage manager and Executive Chef, and I am sure they will be well-received.

For us it would be a pleasure to host you in the near future, please do not hesitate to contact me.

Sincerely
Cynthia Sánchez
Customer Service Manager
cservices@mx.occidentalhotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, Canada
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed September 28, 2011

This is the third time we have stayed at Royal Hideaway and we have yet to be disappointed. The rooms are lovely with out being overbearing. The staff is always friendly with a positive attitude. The two pools and the beach are easy to get to from any of the 11 villas and finding a chair was always easy. It was so nice to be at an all adult resort that catered to our every request and had the quiet and relaxing atmosphere from sun up to sun down.

The food at the restaurants was fabulous. Service at the table was prompt and indiscreet.

We will be back next year for sure!

  • Stayed September 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Kenneth P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear Kenneth P
Thank you very much for taking the time to share your experience. I was delighted to read that your overall impression of the hotel and staff was good, and that you enjoyed your stay with us once more time.
It's great to read that you will be returning next year and we are honored that you consider us your home on the Riviera Maya.

Please contact me prior your next stay to arrange anything in advance.

Kind regards,

Cynthia Sánchez
Customer Service Manager
cservices@mx.occidentalhotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
5 of 5 bubbles Reviewed September 26, 2011

This hotel was everything that the posistive reviews said it was. Quiet relaxing and elegant.

The resort grounds are emaculate. The trees and the landscaping and the bridges all are awesome. The pools and the beaches were never crowded I could always get a chair and the ocean water was perfectly clear and the beach was always clean. The people selling things are the beach were the least pushy people I have ever seen and there are not that many of them.

I have been to the secrets hotels in Riviera Maya and Jamaica and I thought that Royal Hideaway forsure had the best food. All restaraunts were really great. The grill had huge portions and all had great food. * for people that complained about portion size its irrevelant at any restaraunt I went to they would give me more of anything (ex. at Las Ventanas I requested double on the Lamb chops and they gave me 4 insead of 2) and you could order whatever you wanted. The Italian was also great. Lunch was also really good. Not sure why a lot of people did not go upstairs to the hispanic place but the Mahi Mahi and Shrimp Tacos were amazing and David was a awesome waiter!

The hotel in my mind is 5 stars and I have traveled a lot and am really a person who enjoys good food. If you are into crazy night life not the hotel but you should know that going in. The drink guys at the pool were also right on you never would you not have a drink if you wanted one.

Only things I can think of as constructive criticism. We were in Villa 23 the Paths were not very lit up like could barely especailly the side ones when walking to and from dinner. A few more options on the room service would have been good like a nachos or something because unlike all the other meals at restaraunts the room service food was not so good. Although the roomservice was very good about getting stuff to you fast including glasses of wine. These are all small things that are more suggestions. If you are looking just to relax and be pampered and spend time with your significant other and eat good food this is the hotel to go to. I will be back.

  • Stayed September 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank TheCritic1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear TheCritic1

Thank you for choosing Royal Hideaway Playacar. I was thrilled to read your comments about the resort and staff, and I have shared your review with our entire team, and our general manager, as it is always a pleasure to receive such great feedback.
We really appreciate you taking the time to share so many details about your experience at the resort. Your suggestions have been forwarded to our management team and we will take immediate actions with the lights. Also our Food and Beverage manager and Executive Chef will review the room service offerings to see how we can improve.
We certainly look forward to welcoming you back in the near future.

Yours sincerely
Cynthia Sánchez
Customer Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seminole, Florida
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
5 of 5 bubbles Reviewed September 22, 2011

We visited Roya Hideaway to celebrate my husband's 40th birthday and it was the most memorable birthday ever! From the surprising upgrade to the two story villa to the private dinner on the beach for the actual day, everything was perfection! We enjoyed dinner in each restaurant we tried (Las Ventanas, Palazzo and the Grill) We were so impressed, we are returning for a weekend in December!

  • Stayed July 2011, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank marichriscam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this review, November 15, 2011
Dear marichriscam
Thank you for choosing us for your husband’s birthday!
We are glad to know that you had a wonderful time, and that our hotel exceeded your expectations.
Thank you for sharing your comments; we greatly appreciate it.
For us will be a pleasure to host you again in December.
Please do not hesitate to contact me prior your stay!
Sincerely
Cynthia Sánchez
Customer Service Manager
cservices@mx.occidentalhotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Royal Hideaway Playacar

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

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