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Reviews (5,242)
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All reviewslas ventanasthe grilldinner reservationsallegria barvilla conciergespices restaurantclub royaledeck restaurantdinner theaterinfinity poolchef's tableother resortswalk in closetsax playerour honeymoonall inclusive resortquiet resort
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Reviewed 24 August 2011

My hubby & I stayed at RH the week of Aug 8th. We changed our reservations to RH a week before our trip after reading all of the horrible reviews at Secrets Capri. We were celebrating our 10 year anniversary. The service was TOP notch.

PROS:
•Beach- was pretty and they kept the seaweed to a minimum
•Pool- relaxing and awesome view of the beach
•Dining-food was good at all of the restaurants (least favorite was Spices); dinner offered you a variety (Favorites was Las Ventanas and Azia)
•Room-nicely appointed
•Maid service- twice a day!
•No wrist bands
•Felt safe and secure (although beach front access wasn’t secured)
•Great Concierge-Edwardo

CONS:
•Beach-full of shells, must wear shoes…you will cut your feet. ( Maroma beach was MUCH better when we went snorkeling)
•Chairs- absolutely DISGUSTING…in need of new chair and cabana covers
•Dining- reservations and long pants required for dinner. The same thing daily for breakfast and lunch.
•Room- Jacuzzi tub was yucky…does not fit two
•Didn’t do anything special in our rooms like others had mentioned for our MILESTONE anniversary. (It was listed in the newsletter for the day).
•Externally, the place needs to be renovated (painted, etc) it shows as an older hotel. Disclaimer- I would have not mentioned this before I visited another resort that was also 10 yrs old. This other resort looked like it had just opened last month.
•Music- no music at all by the pool. There was a saxophonist one day which was great (I wish he played more or that they at least had jazz CD playing in the afternoons).

My favorite server was ISIS! She was awesome and we tipped her well for her service and attention. William is also GREAT!

  • Stayed: August 2011, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank PinkRage
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Community M, Gerente at Royal Hideaway Playacar, responded to this reviewResponded 21 December 2017

Dear PinkRage,

We first would like to thank you for choosing our hotel for your holidays in Playacar and for sharing your comments on your experience among us.

Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.

We hope you give us the opportunity to welcome you to the hotel again soon.

Warmest Regards!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 August 2011

We stayed here twice, back to back years a few years ago. It is an amazing property. The rooms are wonderful, the staff very nice and helpful. Food is what is going on here. No buffets here. All sit down and order restaurants. And great selection too. I have nothing but great memories of this place. Like I said, we went twice! Really a step up from your typical all inclusive resort. Expensive, but you get what you pay for!

  • Stayed: September 2010, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank drubaum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Community M, Gerente at Royal Hideaway Playacar, responded to this reviewResponded 21 December 2017

Dear Drubaum,

We first would like to thank you for choosing our hotel for your holidays in Playacar and for sharing your comments on your experience among us.

Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.

We hope you give us the opportunity to welcome you to the hotel again soon.

Warmest Regards!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 August 2011

My husband and I stayed at Royal Hideaway Playacar for a week long vacation for our honeymoon. We have stayed before at Occidental Resorts, e.g., Occidental Grand Cozumel and always had the best experience. I have been to Mexico before and stayed at other resorts as well. We travel often, e.g. Dominican Republic, Cuba, europe etc.

The Royal Hideaway Playacar was a disappointing experience. We paid close to 6,000 for a week for the 2 of us.

1. the lunches were horrible, not fresh at all. lots of fried foods. food often was served cold. e.g. i ordered grilled salmon and tasted like it just came out of a package. another day i ordered seafood pasta and i am sure the calamari part came out out of a can.
2. there is no buffet except for breakfast and that was mediocre. i ended up eating peanut butter sandwiches for breakfast most of the days.
3. not a huge selection of frutis and fresh fruit juices. my first glass of orange juice was always fresh and if i asked for a refill it tasted like tropicana(nothing wrong with tropicana, but that is not what i paid for).
4. the grounds ok, nothing impressive. the trees a bit dry, no landscaping.
5. no umbrellas on the beach, some trees - about 10 or so that were always reserved by the early risers. i was often up at 7am and most of them were already gone.
6. the dinners were all a la carte and the best times were reserved. the only available times for us were 5pm or 8:30pm. 5pm was too early for us so we ended up dinining at 8:30pm every night and we were not done until about 11pm. we often wanted a cup of tea after dinner but it would usually take too long and we were too tired to wait.
7. mostly we spent it by the pool - i have a pool at home so no reason to go all the way to mexico to spend a week sun tanning by the pool. there were no umbrellas on the beach so you either burn - some people did that - or stay under shade by the pool.

and now the worst part! my husband and i both got very sick. i'm from the tropics, so this was very unusual for me. i ended up getting thread worm(http://www.netdoctor.co.uk/diseases/facts/pinworm.htm), and i don't want to gross you out, but what came out of me was about 2.5 meters long of worm. i was in a lot of pain and discomfort for 8 days! i will never go back there!

  • Stayed: August 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
13  Thank traveller_yoga_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Community M, Gerente at Royal Hideaway Playacar, responded to this reviewResponded 29 December 2017

Dear Traveller yoga,

Thank you for taking the time to share your comments about your vacation with us.

It is with regret however that some aspects of our hotel did not meet your expectations; We are working with all the staff to give you the best service. Your comments have been taken on board and will help to improve our service and quality of them for all our guests.

Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.

We hope you give us the opportunity to welcome you to the hotel again soon.

Warmest Regards!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 August 2011

My husband and I got married at the Royal Hideaway Playacar in 2010 and returned for our anniversary in July 2011.
The grounds are well kept. The staff are exceptional and the level of service exceeds any hotel in the area.

The restaurants were very nice and although they serve smaller portions you can order more if you are still hungry or order room service to your room.
I noticed that some people wrote that they was no selection for breakfast other than Spices this absolutely false Las Ventanas is opened in the morning and is not buffet.
Azia was our favorite for dinner. We have gone to all of them numerous times.
For the comment about wine at dinner. The wine was excellent (contrary to other reviewers) other wine is available however you have to pay for it.

For brides:
Mariam the wedding coordinator was fantastic. She took over all the details and made our day perfect. Everything was set up on the sand and we had our meal in the private room of Las Ventanas.

Pros:
The pool
Getting to know most guests whom are staying in the hotel.
Service attendants knowing your name and doing everything to make you stay wonderful.
The food!
The beach
Isis, Gennaro, Cinthia, and all the staff by the pool and bar.
The concierge service.

Cons:
Nothing.

Go there you won't regret it.

  • Stayed: July 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank alexs1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Community M, Gerente at Royal Hideaway Playacar, responded to this reviewResponded 29 December 2017

Dear Alexs1983,

Thank you for taking the time to share your comments about your vacation with us.

Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.

We hope you give us the opportunity to welcome you to the hotel again soon.

Warmest Regards!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 August 2011

On arrival, felt like we were visiting a country mansion in the "grand" style! Lovely cobbled drive, leading up to main entrance. Whisked into reception where we were efficiently checked-in, complete with cool towel and glass of cava.

Shown to room by bell-boy, in one of the buildings to north side of property, adjacent to Occidental Allegro Playacar. A little disappointed not to have a room in one of the central buildings, as pre-requested by email, but any concern allayed during stay with only occasional noise from adjacent hotel.

Lovely room, with huge King Bed and plenty of storage space. Large bathroom with jacuzzi and separate shower, separate WC, as well as a small walk-in storage area containing safe. A little confused when later chatting with couple on their honeymoon, who said their room did not have a bath-tub! If this matters to you, you may want to check with concierge before arrival! Outside balcony ran length of room, with table and chairs, overlooking garden. Room cleaned to high standard. Evening turndown if required, but we never saw who did this! Although Gabriella was the concierge for our building, we did not really use her services.

Beautiful gardens, well maintained. Highlight of the holiday was the abundance of wild life! From iguanas down by the pool, to coatis and agoutis roaming the grounds, to monkeys by the bar Allegria. Mind you, the person on the sun-lounger by the pool who reached down for her book and touched the 2-foot iguana will for ever remember her vacation!

Pool area had more than enough loungers and parasols, although the parasols need a bit of tlc, with most having lost the steel pins to keep them erect! Nothing that a bit of boy-scout "knotting" couldn't fix! No shortage of towels, even on those days, when constant rain showers resulted in numbers of abandoned towels getting wet. Pool butlers very efficient and welcome! We were there at the same time as a couple from the US, who were obviously regular visitors, with their own reserved sun-loungers, great characters. In fact we met a number of people with whom we enjoyed a chat! Did not use the beach, other than a daily walk in either direction.

Restaurants generally good, but do make sure you get your reservations in early. Ate in the Azia first evening, and throroughly enjoyed the experience. The spicy banana sauce with the prawn starter was to die for, trying to get recipe! Second evening found us in the al fresco Grill, down by the pool. Nothing special of note. Third evening we took in the Club Royale. It was circus evening, which was a load of fun, the jugglers were particularly good. Sadly, the food was not up to standard. It is a long time since I have been unable to finish a fillet steak, but this one was inedible. Fourth evening found us in Las Ventanas, which was a memorable experience with lots of exciting edible "additions" presented between courses. Last evening was the turn of the Palazzo, with wonderful views across to the lights of Cozumel. The service in each restaurant was attentive without being intrusive. The house wines were Chilean, which were adequate. Sadly, we were unable to use the Spices restaurant, which was closed for maintenance in the evening, during our stay. Apart from one evening, we did not make use of the wine list. Breakfast outside on the balcony of the Spices restaurant was most enjoyable, with wide selection of cereals, fruit and both cooked and cold food. We had lunch at the Deck every day with more than enough choices for us! The afternoon tea was a disappointment, with little choice and sandwiches which were in danger of turning up at the edges, in the heat . Not worth the bother of leaving the pool!

We did not really use the bars in the evening, visiting the Alegria only once for a performance from a saxophonist accompanied by a singer, which was a pleasant experience. The barman in the Piano Bar was a great character, and we spent several evenings there. The male pianist was excellent, but the female not as good. To borrow from an old UK comedy show, she played all the right keys, but not necessarily in the right order! We had no complaints at all with regard to the quality of the drinks, never having to request "top shelf".

Staff in all areas friendly and attentive! Don't be afraid to engage them in conversation. Most of them understood English, and were even able to interpret my schoolboy Spanish!

We would not normally have treated ourselves to a hotel of this high standard, but we got a great deal from Expedia, which enabled us to spend 5 wonderful days here. If we can get a similar deal in the future, we will most definitely be back!

  • Stayed: July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank jf1949
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Community M, Gerente at Royal Hideaway Playacar, responded to this reviewResponded 29 December 2017

Dear Adejejon,

Thank you for taking the time to share your comments about your vacation with us.

Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement to enhance our future guests' stay among us, therefore we are grateful for the time you spent to share a review of your personal experience in the hotel.

We hope you give us the opportunity to welcome you to the hotel again soon.

Warmest Regards!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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