Traveling with friends for our 4th time in Playa with the Real Resort we were so excited and have bragged about the service of the Real Resort. Upon our arrival at the airport the company picking us up was a bit unorganized. Once we met our friends to celebrate my husband's 50th birthday we were ready to relax and experience the great service this hotel has provided us in the past 3 visits. We immediately notice that some things have changed. We moved into our Master Suite on the 2nd night and immediately noticed a smell. They tried to fix it but resulted on moving once again on our 4th day. Our first evening meal one of the supervisors told my husband the water was cold enough when we asked for a glass of ice. Front desk told my husband if he needed to change money to pesos he should go to the bank. Neither is to say we were mostly dissapointed and hurt by the rudeness of the staff. Our friends left after the first week but our vacation consisted of 14 days at the resort. I wrote a note to the General Manager and she was kind enough to call me and offered to make things better. Even though she comped the two nights we spend on the not so suitable suite, what we were looking for was the exceptional and warm service they were known for. We had dinner with another couple we met from South Africa, she knew we were going to dinner and made our reservations. Neither is to say we got the same server we had in the past, the meals were wrong and by then my husband and I were ready to come home. We are staying in the US next year and will re-think going back again. The said part of the situation is that we are members of the Real Club. Having said all this we would like to mention the staff that prevented us from lossing our money and leaving early. Linda at check-in, she tried her best to find us a suite. Chef Rudy in Pelicanos (he needs to be in one of your high end restaurants) Felipe and Selma supervisors at Pelicanos (Felipe should be training all of your staff) Giovani, Geronimo, Manuel for their serice, Levinia at the SPA for taking all those worries away, Hector & William the best bellstaff they have, Reyes & Liverato Med. Bar we love you, Paco Med. Restaurant and Deli & Pepe at El Pescador and the GM for trying to make things better. The stafff mentioned have not just served us but we have consider this resort our home and all of them our family. Until next time!
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- Also Known As:
- Real Playa Del Carmen Hotel Playa Del Carmen
- Real Hotel Playa Del Carmen
- Playa Carmen
- Real Playa Carmen
- Playa Del Carmen Real
- Real Playa Del Carmen Riviera Maya, Mexico