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“Our experience at the Royal Hideway Playacar”

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Royal Hideaway Playacar
Ranked #33 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Toronto
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Our experience at the Royal Hideway Playacar”
Reviewed February 10, 2013

Great resort with all the facilities that we colud hope for. The quality of the installations, the food and their service were one of the finest we've ever had.

Our only inconvenience was a slow Wi Fi system in the room but that was amply compensated by the internet services in the Business Centre and the great help provided by the resort IT staff (Ismael and his supervisor, Jesus). I understand that they are taking some provisions at the resort to improve the WI FI service in the rooms.
Haiving a concierge per building to help address problems is also a great idea and we commend Hector, our concierge, for the great help that he gave us.
We are recommending this resort to our friends and would definitely return there for another vacation.

Room Tip: It is a small resort so most buildings are close to the beach. Avoid the south buildings, they tend...
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  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Cecilia R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Montreal, Canada
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed February 10, 2013

My friend broke her leg near the pool (spa area in front of the beach)...Watch your steps...The first aid team came in a minute and they were really professionnal and efficient. The hotel called a doctor right away and she was install in another room at the first floor. They made it easy for all of us. They tried everything to help us.
As for the site it is beautiful with all little hiding spa and pool. The food is more then excellent, the service is amazing and the beach beautiful. It is a place to rest not for people who wants to party all the time. It is more a couple getaway. The rooms were beautiful....we would go back.

  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank danielle r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Coopersburg, Pennsylvania
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed February 8, 2013

The Royal Hideaway was amazing on so many levels. It was very high on appointments – every nook and cranny was so clean, well maintained, inviting, classy, upscale and refreshing. It was very low on activities – which for this type of crowd – more affluent, adults only – was perfect. We don’t need pool volleyball and blaring music on the beach. There was a delightful couple we met (well, they made it a point to meet everyone there!) for whom this was their 44th stay at Royal. That says a lot. It size was perfect -- a short walk from beach to front and side to side, yet so well landscaped we felt as if we were walking through our private tropical jungle.

Location: Playacar was a delightful section of the region. It is a gated community with many beach homes as well as resorts. We all felt extremely comfortable walking outside the resort within the Playacar community. Too often we've been to nice resorts where you dare not walk off the property. Completely not the case in Playacar. Sidewalks were plenty, and daily walks/runs off the resort were delightful. Royal Hideway is about a 15 minute walk from downtown Playa Del Carmen, which is close enough (for us) to have walked there 3 times yet far enough away from the craziness that the town brings. A cab ride is about $7 for those that don’t want to walk. It was about a 50 drive from the airport. What was particularly attractive about the location is that is about equidistant from Cancun and Tulum so we were easily able to day-trip further south.

Arrival: We were warmly greeted and seated, and immediately given attention. We were presented champagne and given an overview of the property and promptly escorted to our rooms. We were quartered in the building closest to the pool and beach and upon arrival, and even found our tub fill with warm water, fresh bubbles and rose petals. Absolutely beyond expectations.

Appearance: Royal was immaculate. Even the heavily used beach/pool bathroom was always spotless. Hard to image given the activity, but there was never water or sand on the floor, the toilet paper was always folded in a nice triangle, the sinks always wiped clean. The pools were immaculate. There is a total of 5 pool – 2 main and 3 tucked around the property. The 3 secondary pools are scarcely used and provided delightful sanctuary. The grounds were filled with fountains and walking bridges that were kept bug, leaf and coconut fee. It really was spotless. The main building (reception, two of the restaurants, entrance, spa, are all located there) was a gem. It made us feel like royalty.

Beach: The beach was immaculate. There was never a shortage of chairs, the sand was so clean and the water is that majestic blue/green you see in pictures. Wait (food/drink) service on the beach was frequent enough. The beach itself was larger than most. This, in part, is because the Playacar is a very safe area so the resort doesn't fence off its portion of the beach. Rather, we could stroll up and down the beach, past a half dozen other resorts without worry or care. It was deep as well – meaning the distance from the resort to the ocean was substantial in addition to the width.

Pools: Dreamy. Service around the pools was amazing. Fresh fruit and water delivered without asking and wait service readily available. The pools were spotless. There was always a grill out/buffet around the pool for lunch if you wanted. One day, the fish they grilled was so fresh, they were literally filleting on the spot. It could not have been any fresher or more delicious.

Restaurants. 5, 6, 7 course meals were par for the course. For people that love to make dinner their nightlife, it was perfect. We went with another couple and found the 2 hour dinners delightful. Not a bad meal and a great variety – Italian, Asian, Grillhouse were exquisite. The one unexpected was dinner reservations tended to be more European style – 8pm was very early so we ended up dining a few nights starting around 9:30p. As a result, we found ourselves “snacking” at the beach front deck for Happy Hour around 5p. Which was delightful with the breeze and the view. But it is something you may want to queue your future clients.

The only knock about the entire experience was breakfast. There were two breakfast options listed – one buffet, one sit down. The sit down was closed all but our first AM. The buffet – delightful setting – was chaos. While there were a dozen or more open tables, we would wait 10 minutes some mornings to be seated. This is an inefficient process that can be easily fixed. The second knock was the omelette station. They had one guy making omelettes who was delightful but very slowly. So we were queued up, sometimes 5 people deep, standing for 10 minutes waiting for an omelette The wait staff for dinner was very professional and it was so classy. Some people may not like the slow pace but we did not mind at all. One night we wanted to get to bed early (we had a scuba excursion planned the early the next AM and wanted max sleep) so we simply asked for them to speed things up and they were very accommodating. Another thing to queue your future customers to is the portion size is more European (small and sensible!). But with six courses over two hours, you don’t need U.S. portion sizes.

Roomservice. Prompt, friendly and enough variety.

Nightlife. Virtually non-existant. Which for us was fine. They had some very low key signer/guitarist each night at the one bar that remained open at night. It gathered a small, quite crowd. It was fine for this style of place. If someone really wants nightlife, they can go to Playa del Carmen.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Stanten
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
20 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed February 7, 2013

I really enjoyed our week at Royal Hideway Playacar. This is a smaller, quieter hotel, no crazy games around the pool.

The infinity pool is nice as it appears to roll onto the beach. Sitting by the pool and seeing the ocean is nice. Comfortable chairs that you do not have to fight for, many towels you do not have to sign out and guard. Great room service and service on the beach in the pool, anywhere.

The food is excellent, the service is the best I have ever had. Seafood is the best, steak could be better.

The rooms are nice, a good size however they are getting a bit dated.

Close to town, you can walk in about 15 minutes.

Room Tip: We stayed in a basic room and it was spacious (not ocean view) and comfortable. Only issue is jacuz...
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Marilyn121
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
53 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed February 6, 2013 via mobile

Came here for 10 days for the first time in January 2012. I have been to Cancun a couple of times staying at the JW Marriott in the hotel zone. The RH is quiet and is not full of load holiday makers with massive beakers of cold beer, the clientele is more upscale. Some might say it is an older clientele but I would say that it is a very mixed clientele made up mainly of couples with quite a few honeymooners.
There are waters ports available depending on the sea and wind and you can arrange trips very easily from the agency in the hotel. I would recommend the combined horse ride and reef snorkel. Take the morning session and you get to snorkel the reef alone with no other tourists which makes it very special and riding to and from the beach makes it quite special.
The food at the hotel is served in 6 restaurants with no buffet. This was perfect for us as we were happy to eat in an unhurried manner (we are on holiday after all). The quality of the food is higher than I expected and fr superior to the JW Marriott, the only one that disappointed was Spices as it was a little greasy.
The two weekly dinner shows are entertaining, don't expect Cirque du Soleil but it makes for a different evening. Alex and his team really ensure that you are well looked after and the quiz is a good humoured competition that everyone enjoyed.
There are plenty of recliners and the beech is lovelly and the staff will help you set yourself up on the beach and with your green flag in hand the drinks will be brought to you, very civilised!!
We met a number of couples who had been here before, this does seem to be a place people return too and this was a major reason I came in the first place.
Would definitely recommend.

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LondonAlexS
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, April 9, 2013
Dear LondonAlexS

We are delighted that you had a great experience at Royal Hideaway Playacar. Our goal is to always exceed our guests’ expectations, and we thank you for taking the time to share your comments.
We are happy to read you enjoyed some of the excursions in the Riviera Maya, next time we suggest you visit Xcaret, Cobá, Tulum or even Chichen Itza for a truly Mayan experience.

Thank you for your comments and suggestions, we take into consideration all these to keep improving. Please let us know about your next visit, we would love to host you again and have you enjoy your drinks while on the beach.

With all my best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
St Louis
Level Contributor
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed February 6, 2013

This was our second trip to Royal Hideaway. Wife and I hadn't been back since 2003 so was hopeful it would live up to our memories. The resort is still very well maintained and the staff goes out of their way to ensure your expectations are met. We have been to some 5 diamond hotels in US and Mexico and feel RH compares is on par. The Lobby and grounds are very grand, the rooms are clean and attractive with flat screens tv, ipod sound docks, and all marble baths. Pools and hot tubs were clean and it was fun to find a hidden pool all alone. Only complaint- this time of year the pool is not heated and the water was cold. The food is very good- it's not the same level of 5 star in US but for the money is close. We did the buffet at spices each morning which is straight forward but good. Lunch was the grill all but one day at spices. Fish tacos at spices were very good. We did Ventanas, Palazo, and Azia for dinner. Ventana is a beautiful restaurant with a modern menu- wife and i were very happy with our meal but chose not to go back. Service at Palozo was on the slower side and the food was good with some interesting twists. Azia was our favorite meal. People have commented on portion size and we ordered 3 entrees each night and split all three just to try different items which was a lot of food. We met a great couple and joined them for a dinner show which was entertaining but I was not impressed with the food. After dinner we went to the bar each night for their entertainment which we enjoyed. The music was good and the trivia night was a lot of fun. The resort is quiet but you can have as much fun as you want. All premium liquor as you would expect. We didn't go into town but did go to the shops across the street in Playacar which was perfect for the gifts we needed. Some of the staff that went out of their way and did a great job were Jesus, Martin, Alex, and Leo. We would love to go back and bring a group of friends. You can't beat it for the money.

Room Tip: ask to stay near the pool. its a small resort but if you're room is up against the other resort...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank burkej3489
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Detroit, Michigan
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed February 5, 2013

I wanted to love this resort but unfortunately became very ill. After 5 days on site I had an immediate and violent sickness after eating dinner on site. The hotel could not get me out fast enough, even signifigantly raising our nightly rate. I went to another hotel but within hours was hospitalized in Mexico with Norovirus. We have left numerous messages for the Royal Hideaway manager with no response back at all. Very sad customer service. Travelers beware of what you food you consume here and ensure that you constantly wash your hands. If you do need the hotel doctor it is $180 cash plus cost of meds so you may want to stash cash for medical emergencies.

Stayed January 2013, traveled as a couple
Helpful?
14 Thank s j
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, March 13, 2013
Dear S J,

I understand that the hotel is currently working with you to resolve this issue, and I will follow up with you directly via TripAdvisor today to check-in.

Please know that we have not received any reports of sickness at the resort.
We follow US and international standards and procedures for food safety and food handling. We are also certified by Preverisk and Distintivo "H.” The certification process includes routine inspections which are supplemented by our daily internal inspections to ensure the standards are met.
We take all reports of this nature very seriously, and worked Preverisk to thoroughly inspect the entire property after learning about your experience. They did not find any evidence of the virus.
Thank you for taking the time to share your feedback. We value your comments as they help us to continuously improve upon our high standards of service.
Sincerely,
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
#14 Green Hotel in Playa del Carmen
#18 Family Hotel in Playa del Carmen
#18 Top resorts Hotel in Playa del Carmen
#25 Spa Hotel in Playa del Carmen
#27 On the Beach Hotel in Playa del Carmen
#27 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 And Occidental Resorts
Royal Hideaway Playacar & Occidental Hotel Playa Del Carmen
Royal Hideaway Playa Del Carmen
Royal Hideaway Mexico
Occidental Royal Hideaway
Royal Hideaway Playacar Riviera Maya/Playa Del Carmen, Mexico

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