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Royal Hideaway Playacar
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Reviews (5,019)
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Reviewed May 18, 2013

This was our 8th trip to the Riviera Maya and our 1st time at RH. We have stayed previously at Secrets Capri (x2), Zoetry, Secrets Maroma, Excellence Riviera and were expecting equal or better quality and service. We were disappointed.
The pros:
Awesome beach
Outstanding food
Very comfortable bed
Wonderful staff

The cons:
Neighboring resorts on both sides had jet skis and parasailing boats going by ALL day which made for gasoline and diesel exhaust blowing towards the beach nauseating.
Tub had hairs in it all week and were never removed or cleaned
Stained towels
Bar Allegro (the only after dinner hang out) had an incredibly musty and dank odor which caused us to leave on 2 occasions
No beach personnel to assist guests in sunshade set up
Overworked bartenders at the pool bar made for slow service and warm watery drinks

We decided on RH because of the beach and food which did not disappoint, however if your looking for true 5 star treatment I would suggest Excellence Riviera or Zoetry (although I guess they are no longer adult only) which both have a great beach and excellent food.

There were few standout servers I would like to make a shout out to, Laura the hostess with the mostess, Joel the bartender at Ventanas, and Hector, our concierge.

Room Tip: We were in villa 26 which is in the middle, close to restaurants and beach, but secluded from loud noisy resorts on both sides. we were in 2621 which had a garden view.
  • Stayed: May 2013, traveled as a couple
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2  Thank jolahiff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Reputation Management at Royal Hideaway Playacar, responded to this reviewResponded May 30, 2013

Dear Jolahiff
We deeply apologize that your expectations were not met during your recent visit. We appreciate your review, thank you so much in sharing your experience by this channel. Our primary goal is to ensure our guest satisfaction, we always make our best effort in making feel our guest special and valued during their stay. Clearly, it appears we did not have the opportunity to fulfill this during your time with us. Thank so much for your kind words regarding some of our staff. We invite you to come back in the near future and this will be an opportunity for us to change your recent perception, this will be an honor for our entire team.
Our warmest regards,

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Reviewed May 17, 2013

My wife and I just returned from the Wonderful R.H. in Playa after celebrating my 50th Birthday, and I can honestly say that it will be one that will be fondly remembered forever!! We cannot begin to express our delight, amazement, and just how our expections were highly exceeded by the Staff, property, and Restaurants! "MONICA MUNOZ", Customer Service Manager, was our first contact, who coordinated wonderful "surprises" for us regarding the room upgrade, also decorating the room for my B-day, and arranged reservations for dinner prior to even arriving upon property...thanks so much MONICA, it was Spectacular! Each Villa has it's own Concierge on site, and our Wonderful Lady was "NANCY CASTANEDA", who, once again, made special dinner reservations for us each night, and catered to our every request, always greeting us with her charming smile, her outgoing demeanor, and her wonderful generosity, we couldn't have asked for a more FANTASTIC Concierge, and we will be requesting Ms. NANCY when we stay next year! Luv ya Ms. NANCY!! The entire staff at R.H. is absolutely OUTSTANDING, the Restaurants are EXCELLENT, the Grounds are Immaculate,and the whole entire experience was Priceless! "JOEL" at the Las Ventanas Bar treated us like Royalty, and we can't thank him enough, along with "OMAR" and "LUIS" at the Grill, and "MICHELLE", "JAVIER", "CHRISTIAN" who all coordinated the Daily Activities were all so fun-loving and energetic which was a refreshing change of pace from the other properties we've stayed at in Playa...thanks to ALL we had a Blast! Our Bell Staff "GILBERTO" and "MARCOS" were always so friendly and accomodating, and we truly appreciated all their assistance with the services they provided as well as our Housekeeping staff, who did a phenominal job of refreshing our room daily...Finally, "JAIR PALACIOS", Rooms Division Manager, was the fine gentleman that assisted us during check out (a sad day), and his witty Charm, Consumate Professionalism, and Generosity should certainly be duely noted, along with rest of all the staff at R.H., they ALL made this a Magical trip for my wife and I, and I would HIGHLY recommend this property to everyone! Thanks for making this a wonderfully memorable trip, We'll be coming back soon!
JP and Dee Fowler

  • Stayed: May 2013, traveled as a couple
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5  Thank Jay F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Reputation Management at Royal Hideaway Playacar, responded to this reviewResponded July 2, 2013

Dear Jay & Dee,
First of all, thank you so much for choosing us to spend your 50th anniversary! It is great to know how fantastic these vacations were for you! Our entire team is dedicated to ensuring you a wonderful vacation and is great to know that we have succeeded with you and your expectations. This review is very motivating for our team, especially for each of the staff you named. Thank you again and even more for coming back next year. We can’t wait to host you again! Monica and Nancy will be waiting for you!
Cordially,

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Reviewed May 14, 2013

From the manicured grounds to the luxurious room to the friendly well-trained staff to the gourmet dining to the beautiful beach, the stay was something out of a story book. Beautiful gardens and fountains, no bugs. Nice comfy bed and sheets, marble floors and bathroom with double sinks, shower and jacuzzi tub. Balcony to sit on the mornings and fountain in the middle of our own lobby. All of the staff spoke very good English and had nice uniforms. The waiters knew just how to do all of the proper 5 star service, we once counted that we each used 14 pieces of silverware for a single meal. The breakfast buffet must have had 200 items, while we were there we drank the following fresh juices: orange, pineapple, grapefruit, mango, papaya, tamarind and my favorite, guava. The typical dinner was at least 5 courses. The beach is white and free of litter and the water is turquoise. You can get a kayak or boogie board or sailboat for free, or pay to ride a jet ski or para-sail. They have nice towels and chairs and even beds you can lay on, but these are usually taken. The office was nice and friendly about giving out change or helping with any request. A lot of the art work is museum quality. There are taxis that will take you anywhere like Wal-Mart for about $7.00. There is a bird sanctuary within walking distance you can pay to walk around close enough to almost touch birds like toucans and macaws. The room had lots of amenities: shower cap, soap, shampoo, conditioner, lots of big towels, shoe shine sponge, iron and ironing board, hair dryer, robes and slippers, pads and pens, wine, beer, pop and water, etc. 24 hour room service--you've got to try the key lime pie: tiny pies with toasted meringue topping. Don't forget to bring dress pants and non-tennis shoes to go to dinner. I shot about 6 rolls of film. I saw some of the other nearby resorts when picking up other people on the shuttles, and I think ours was the nicest.

Room Tip: if you can't do stairs maybe ask for ground floor, some are on third story
  • Stayed: May 2013, traveled as a couple
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6  Thank SteveandMarji
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Reputation Management at Royal Hideaway Playacar, responded to this reviewResponded July 2, 2013

Dear SteveandMarji,
Thank you so much for sharing this beautiful review! It will be very helpful for our future guest’s! We are very happy to read that you enjoyed the service, the restaurants, the food, the room and everything in this beautiful resort. Thank you again for your kind words and we look forward to host you in the near future.
Cordially,

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Reviewed May 13, 2013

PrOs : Excellent service ( once you have their attention..) All personnel are an absolute pleasure to deal with ; Always with a smile and total commitment to your needs .............. people like "CHRISTIAN", "ADRIAN", ARTURO, LUIS, ANGEL ,BERNANDINO & MARIO !!!
Went above and beyond to Make this place, a memorable one !!!

**** extremely romantic setting with a VIEW and a BEACH to die for !!
------------------------------------------------------------------------------------------------------------------

CoNs : only 1 bar , usually with 2 overworked bartenders !! trying diligently to keep up with the line ups of patrons from 2 swimming pools scrambling in front; as well as the runners serving all who are settled into the beach chairs, and waiters for the attached restaurant all at the same time ? . ( definetely needs another bar in a seperate location, !!!)

**** No option of excitement or group participation to the entertainment at all ; no party crowd) Maybe if there was one bar where you could "let loose" if you felt the need ? would have been nice. Hard to find the best of both worlds ??? ( romantic times with quiet evenings and fun parties all in one resort ? .....We'll keep looking for next year ..)

Room Tip: Our room was next to the concierge and service back entry which proved to be noisier at times !!
  • Stayed: May 2013, traveled as a couple
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3  Thank blueeyedgator
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Reputation Management at Royal Hideaway Playacar, responded to this reviewResponded July 2, 2013

Dear Blueeyedgator,
Thank you for taking the time to post a review regarding your recent stay with us.
We feel very proud in having this fantastic team, our commitment is to make a pleasant vacation for each of our guests; it’s good to know that this was your case. When you stay with us you’ll have a very relaxing and memorable stay, we do have light entertainment as you said, karaoke night, and musicians playing for you while you are having a delicious dinner, like our pianist, violinist or saxophonist, and they are just fantastic! Another option for entertainment is our Dinner Show, it can be Mexican show or the Glow Show both of them are spectacular. Thank you again for you kind words about our staff, we hope to host you again in the near future.
Cordially

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Reviewed May 12, 2013

I have stayed at over a dozen other resorts and was very excited to finally have the opportunity to stay at a 5 Diamond Resort. This is our first visit to the Royal Hideaway Playacar, and generally it was great. The entrance as you drive up is very impressive, and the friendly bell boy who graciously escorts you personally over to the lion claw high top check out area is more than impressive. The lobby is stunning and exquisite simply said. You felt very welcomed and the ambience made you feel very privileged.
The rooms were okay and comparable to other 5 star resorts, however they are in need of some obvious maintenance. The bathroom light was falling off and had wires showing, the wallpaper in the toilet room was peeling and bubbled, there was rust showing throughout in multiple areas on the balcony. We liked the individual halogen lights above the head of each bed for reading and all of the lights in the room had dimmers. Turndown service was always done neatly and professionally and on time. Housekeeping was average, the never did anything to show appreciation for your tip. I don't tip for this reason, however it was just odd to not even see one fresh picked flower or a towel animal. The mattresses and linens were excellent. We ordered room service twice and one time it took 35 minutes and they other I had to call and check on it and it took over 45 minutes.
The grounds are beautiful and a joy to walk around and view. At night it is a gift to be in such a place with the beautiful night lighting and water fountains to enjoy.
This resort has the best beach I have seen. It is so large that you can find your very own space and oasis and not be cramped at all. They have butler service on the beach and we appreciated the flag system when you wanted something. It was a great way to show the butlers who needed service.
Since this resort is smaller the main pool area we found every cramped and busy and loud. This is the activity pool as well. It was very hard to find 2 seats past 10 am and usually you were out of luck. So we went back into the center of the resort and sat by one of the quiet small pools. There are 2 quiet pools with 6 and 8 seats. This was wonderful however you have to give up any kind of butler service. There are no drinks served at these pools, which for a 5 Diamond Resort you would think they would have this covered. So you must choose peace and quiet and no pool service or loudness and service. In my opinion a guest should not have to choose at this level of hotel.
The food and assortment of food is fantastic. Every meal we had was outstanding. Every meal was a joy to sit down and enjoy. However the signature restaurant is small meals displayed as artwork. Do not book this restaurant on a night that you are hungry, otherwise it is a treat to experience. The selection of wine at the Hideaway is what I was hoping for and more, their list will have something for every connoisseur!
Our room was on the main floor, however I recommend booking an upper level if you don't like bugs, beetles and even rodents as they sometimes can enter your room. If your room is on the main floor do not leave your door open even for a moment without watching.
We loved 'tea time' as tuxedo dressed butlers serve you crustless little sandwiches and miniature desserts complimented by an amazing live saxophone musician and other entertainment. The building area is spectacular with tall ceilings, incredibly tall glass windows, and dashes of foliage in all the right places as the breeze whispers through around you.
The resort has a dinner theatre 2 times a week that you must like all other restaurants make an advanced reservation for. The show has a buffet meal. The show had impressive talent however the music would just stop in between acts leaving awkward unprofessional silence. One thing that was a very nice personal touch was at each meal they would put a tent card on the table with your names.
I found many guests did not know how to act appropriately, they were young newlyweds that more than likely got this a gift for their honeymoon that typically do not travel at such high end resorts. They were loud, crude and ignorant to others around them and staff. Overall we found the guests unfriendly and stuck up. I prefer a resort where you can pay for an upgrade to platinum or royal club service areas within the resort. I find the people much more appreciative of their environment. Also the staff always gave exceptional service however they always seemed so shocked when we tipped or chatted with them. They are used to doing their job excellent yet no interaction, with emotionless faces. We had to work to interact with the staff, compared to other resorts where I like to stay like the Royal Club at the Occidental Xcaret; the staff are personable, friendly and interactive, however quiet and reserved if you like it that way.
For the price paid I am unsure of returning again.

  • Stayed: April 2013, traveled with friends
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4  Thank Orchidmandy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RoyalHideaway1, Reputation Management at Royal Hideaway Playacar, responded to this reviewResponded May 29, 2013

Dear Orchidmandy,
Thank you for taking the time to review our Resort. Thank you for your kind words about the resort facilities, beach, pools and our cuisine, we are very happy that you enjoyed all these. Thank you for your feedback about the maintenance areas, we are taking actions on this matter and next year the company has decided in doing light renovations in our beautiful resort. In regards to your concern on pricing, we appreciate you bringing this to our attention; this has been shared to the correct department. Our fantastic staff will be doing always their best job and normally are very friendly and helpful with our entire guest, so sorry you had a different experience. Thank you so much again for your helpful review. It will an honor to have the opportunity to host you again in the near future.
Cordially,

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