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“Why take a chance - conclusion”

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The Royal Playa del Carmen
Ranked #12 of 214 Hotels in Playa del Carmen
GreenLeadersSilver level
Calgary
Level Contributor
19 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
“Why take a chance - conclusion”
Reviewed January 29, 2014

I am certainly re-miss on my reporting duties relating to our last trip. We spent 2 weeks in February 2013, and loved every minute of it! The resort, the service, the food and our overall experience was as good as our prior trip to this property. Certainly it's higher in the price range compared to other options in the area however worth every penny. In reading Trip Advisor reports on other properties, there seems to be a lot of 2nd or 3rd timers who re-visit and were disappointed that their resort experience was not the same. I can honestly say that this was not the case for us in our 2nd visit back! It was great seeing familiar face, and knowing the routine around the resort. I understand why many travellers return to places that they had great experiences. And why frustration sets in when the resort does not offer the same package.
We would like to thank everyone at the Royal PDC for a wonderful experience and look forward to another visit in the future. Special recognition to Reiz who helped make night caps the perfect ending to many perfect days.

Stayed February 2013, traveled as a couple
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Thank BigZipaway
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Plano, Texas
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed January 29, 2014

The location is perfect, the service is some of the best I've ever had, and the rooms are incredible. This hotel has the nicest staff members, my personal favorite being Aldo (like the shoe!) He was incredibly helpful and knowledgeable. The Chef's Table was pricey, but was a really neat experience. The other restaurants had more choices than I knew what to do with. Breakfast in bed and champagne every morning as the sun came up was tough to leave.

  • Stayed January 2014, traveled as a couple
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Helpful?
1 Thank Shannon K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Diego, California
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed January 28, 2014

If you are going to attempt to relax, reconsider this hotel. View had a beautiful view, but room was above the bar with the swings. It states it closes at 7pm, which didn't happen. The drunk guest were extremely loud all hours of the night, the day generated pool noise and entertainment all day.

Reservations for dining require you to go into the lobby and wait for guest services. Pool chairs were reserved by magazines and shoes, without an occupant until lunch.

It's the guest who opt for the cheap rooms, party all night and make noise all hours who create situations for other guests.

Management, they will have a room available in two days..... Two days??? So, zero solution for being unable to obtain sleep or rest.... that is the sole purpose of a hotel. ... think twice, if you're in search of R & R.

  • Stayed January 2014
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Helpful?
5 Thank CaliSun2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed January 28, 2014

My husband and I traveled to the Royal Playa del Carmen for our one year wedding anniversary. We booked our trp through Liberty Travel and this resort came highly recommended with their MyTime Resort perks. We arrived very early and our room was not yet ready;however the staff stored our luggage, showed us where to change into our bathing suits and greeted us with a cold beverage and towel! We relaxed on the beach until our room was ready and were able to start utilizing the all inclusive features right away. We stayed in a regular garden view suite and it had everything we needed. We were really lucky to not have been given a room near the huge construction project next door which made a ton of noise at all hours of the day.

I will start out by saying that we are big beach people and like to sit on the beach from about 10 am-5pm. I was less than thrilled with the beach here compared to other resorts we have travled to. The chairs are directly next to each other so you are literally on top of your neighbor. The majority of chairs were covered by a cabana so to get some sun (which is why we are in Mexico!) we had to pull our chairs out from under the cabanas, which isn't that big of a problem if you get a good end spot. If you are in the middle, forget it. The beach did have a strange sulfer smell which wasn't too bothersome. The water was pretty rocky through so you really had to watch your step when going in the ocean. We would most likely not return to this resort just based on the beach alone.

The staff were absolutely wonderful and left you truly wanting for nothing. Anytime you needed anything there was always someone readily available and willing to get whatever you need. Everyone is so friendly and even greets you with their hand over their heart. I have to mention our favorite staff member, Matteo, from Maria Marie restaurant. He was the best and made our dining experience very entertaining! We miss him a lot already. I think the staff is truly what makes this a "luxury" resort. We were even rained out completely for two and a half days and the staff goes above and beyond to keep you entertained. We were really thankful for the game room during those rainy days! The fitness center is really nice and there was alawys a machine available in the morning.

The food at this resort is the best I have had at an all inclusive. Our favorite restaurant was Asiana. The coffee shop was amazing (Maggie made our coffees delicious everyday) and had the best iced coffees. Make sure to try the coconut ice cream at the beach restaurant Pelicanos, it was my favorite dessert there!

As part of our MyTime perks, we were able to get a couples massage at Spazul which was amazing.

Overall, this resort was top notch in terms of service, food/drink options, location to 5th ave and activities. As I said before, we would most likely not return just bcause of the beach , but if you are more of a pool person, this resort will leave you wanting for nothing!!

Room Tip: Make sure you don't get a room near the construction of the hotel next door!!
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  • Stayed August 2013, traveled as a couple
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Helpful?
Thank Angela G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
King City, Canada
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed January 28, 2014

As we've come to expect at The Royal and their sister properties the service, food, staff and overall quality was exceptional.
We've stayed at many resorts in the Caribbean but The Royal staff are far superior to any.
At the Chef's Plate & Maria Marie - Carlos Jimenez always remembers us and makes us feel like family. Kevin is a great waiter and Chef Peewee is outstanding.
Pelicano's - Chef Rudy, Josè, Manuel, Eleno & Fernando take great care with dietary issues and always remember, their service is excellent.
Pool - Oscar, Ivonne, Jammie & Lopez make sure our every need is met. Katie, Alehandro, Victor & Pepe are inspiring entertainers.
We ate most of our breakfasts at Spice and again the staff go out of their way to make you feel welcome - Jeronimo, Adan, Deyes, & Abraham and Chef's Yolanda & Viridiana make your perfect omelettes.
Snack time is the best at 11am at the Coffee Shop, that's when the chocolate strawberries arrive.
Lunch at Mediterranean was delicious and Jorge & Philipe are so accommodating.
Our most memorable family dinner, our last night there, was a romantic dinner in the wedding gazebo - the service & food were first class, every detail thought of - Tique, Canul, Chef William, Silinas & Soberanis really made our dinner very special & memorable.
Our rooms were made up carefully every day with towel sculptures & flowers and our beds turned down every night with candles and flower petals and chocolates too.
Our family of 7 stayed first week of Jan 2014. Weather was disappointing as it is their winter too so we had quite a bit of rain and it was mostly overcast. February seems to be better weather as we've also stayed then in previous years.
Playa del Carmen was host to a music festival and we found it very noisy to sit outside as the base was constantly booming.
Even though the weather wasn't great the staff made up for it in service and friendliness, I wouldn't hesitate to recommend The Royal as the quality and consistency are second to none.

Room Tip: If you want a quiet vaca ask for a room on the garden side otherwise party on the pool side!
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  • Stayed January 2014, traveled with family
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Helpful?
2 Thank Magi A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irvine, California
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 27, 2014

I would say that our first two days at the resort wasn't all great -- the rooms we booked was all wrong. We wanted an ocean view with a King size bed. We got a garden view and two double beds. It took so much effort to get this fixed. We were moved to a different room with the right size bed but we were right where the construction was. We could not believe they would book rooms on that side of the hotel considering the proximity of the construction site to the front doors of the suites. Based on our measurement, it was literally about twenty feet away - from the scaffold to our front door! It was that close. The noise was unbearable. They started their job at about 7 am -- totally not what I wanted my vacation to be. The noise became primary when the dust became uncontrollable as my husband and I have sever allergies. We brought this up to the front desk manager, Carlos, and although he seemed interested in resolving the issue, we felt that he wasn't very aggressive in finding a solution. He mentioned that there are virtually no rooms available until Sunday (we arrived Thursday and we leave the following Tuesday). After that initial meeting, we were approached by some folks who told us that there are rooms available and that we just need to push harder with the manager. This was extremely frustrating! At the very least, we had hoped that we would be compensated through comping our spa services. Carlos said it can't be done and the most he can only cover for one of the services. I explained to him that with all the inconvenience we went through, comping our spa services is the very LEAST the hotel can do. After MUCH complaining, he agreed and gave it to us. Perhaps coming from the states, we had gotten used to great customer satisfaction, so this was an adjustment for us. Nonetheless, we couldn't be moved to a better room until Friday afternoon. The third room was a better location, but back to two double beds. We dealt with it. We were later moved to an even better location (facing the pools) with a king size bed. We were happy then.

I agree with the previous reviewer about the early morning phone calls - it was really bad. If you want your guest to have a good impression, LET THEM SLEEP! Bed were okay in terms of comfort, but hard on our backs, but we feet that might have a lot to do with us being used to a Tempur-pedic mattress.

The location is okay - a bit of a drive from the airport. This part was annoying, but it is what it is.

The customer service at this hotel is definitely FANTASTIC! They truly look after you and always making sure you have everything you need. Our housekeeping staff, especially in the last room we occupied were great! We would always come back to our room with some cute towel-made animals! They were adorable. Also, when we moved to the last room, the housekeeping staff (there were three of them) cleaned the room thoroughly. Seems like the previous guests trashed the room pretty bad! There were chips on the floor and they were doing some repairs as well. We hung out a bit in the balcony so we saw how well they cleaned every single nook and cranny of the room. We really appreciated how hard they worked! Our housekeeper, Coindelaria was really great -- always making sure we have the right aromatherapy scent, new sheets, and absolutely clean surroundings. We loved coming back to our room at the end of each day.

We also ate at Chef's Plate three times! The food was sublime - almost out of this world! Your taste buds will be in for a treat if you eat here. They adhere to strict reservation time and dress code so make suer you follow accordingly. They were also extremely conscious of my food allergies which I appreciated a great deal! The service, food quality, and presentation were all 10 out of 10! We hope to come back to eat here again soon!

The room service (we ordered about three times or so) we got after 10 p.m. were great also. The food were all delicious and delivered timely. The staff who delivered each time were very courteous and professional!

My husband and I also had massages done (two days in a row - first day was comp'ed). We loved it a lot! Lavina and Yessica were our therapists and I'll tell you, they have amazing talents! They really relaxed us and got rid of knots and tension in our backs. The second day we had Yessica and Evelyn - consistently amazing throughout. They were great and worked through the entire 50 minutes. The facility was super clean and ran very well. Everyone was there to help and made sure things were done correctly.

All in all we had an amazing experience! We enjoyed our stay and will surely return here.

Room Tip: We worked with a travel agent when we booked this trip. We realize that when booking, there's a...
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  • Stayed January 2014, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank tuhtuhtravelme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minnesota
Level Contributor
12 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed January 26, 2014

We stayed at the Royal in mid January 2014 for our first visit to Mexico. It was a fabulous experience. The service, food and suite was great. We stayed in room 385 which had a great ocean view. It was near the gazebo where they have weddings. You can do an online check in 2 days before you arrive, and get to see the view from your suite. This makes the check in process must faster and smoother when you arrive. Our check in took about 10 minutes. We ate at every restaurant on the property except for Chef's Plate. I would recommend El Mediterraneo for steak. Spice has a great breakfast buffet. After a few days we found out that you can ask for just about anything even if it's not on the menu. We went to Tapas and asked for Fish Tacos. The chef was more than willing to make them for us. Also Jumbo Shrimp are not on the menu at El Mediterraneo, but if you ask they will make them for you.

If I ever go back to Playa, I would stay at the Royal again.

  • Stayed January 2014, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Mary F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lynn D, Manager at The Royal Playa del Carmen, responded to this review, January 27, 2014
Dear Guest,
Thank you very much for your recent visit and for taking the time to post your nice review on Trip Advisor.
We look forward to welcome you once more very soon!!
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 The Royal Playa del Carmen

Property: The Royal Playa del Carmen
Address: Avenida Constituyentes 2 | Centro, Gonzalo Guerrero, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#6 Romantic Hotel in Playa del Carmen
#8 Family Hotel in Playa del Carmen
#9 Spa Hotel in Playa del Carmen
#9 Top resorts Hotel in Playa del Carmen
#11 Luxury Hotel in Playa del Carmen
#12 On the Beach Hotel in Playa del Carmen
#25 Green Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — The Royal Playa del Carmen 4.5*
Number of rooms: 513
Official Description (provided by the hotel):
Along the powdery white sands of the Caribbean, The Royal welcomes guests to a world of all-inclusive luxuries exclusively for adults. Situated on the Riviera Maya just steps from Playa del Carmen's famous Fifth Avenue, the AAA Four-Diamond resort boasts all-suite accommodations with private balconies and spectacular views, plus special options such as swim-up suites and beachfront walkouts. From beach butlers to romance concierges, the attentive staff provides genuine hospitality at every turn as guests enjoy the luxurious spa, exquisite cuisine, natural beauty, and many other delights of The Royal. ... more   less 
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Also Known As:
The Royal Playa Del Carmen Hotel Playa Del Carmen
Royal Hotel Playa Del Carmen
Royal Porto Real
Royal Playa De Carmen
The Royal Playa Del Carmen Riviera Maya, Mexico

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