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Royal Hideaway Playacar - Adults only

Texto: 120051 Luxusní hotel pouze pro dospělé nabízí 5hvězdičkové ubytování, a to přímo u pohádkové pláže Mayské riviéry. Lote Hotelero No. 6, Desarrollo | 77710 | Playacar | Playa del Carmen | Quintana Roo | México
+ 52 984 873 45 00 + 52 984 873 45 07
Royal Hideaway Playacar - Adults only Texto: 120051 4.5 out of 5 based on 4698 ratings. 4698 user reviews.
Royal Hideaway Playacar - Adults only reviewed by terry b on . Nejlepší z nejlepších Celý náš zážitek byl opravdovým potěšením. Personál pro vás udělá víc než vše, cítíte se královsky. Jídlo i pití je fantastické... pořád musím myslet na to, jak se o nás starali. Celá dovolená byla... Rating: 5
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Royal Hideaway Playacar - Adults only

Lote Hotelero No. 6, Desarrollo   77710   Playacar   Playa del Carmen   Quintana Roo   México  


Places of Interest

60,5 km  Mezinárodní letiště Cancún 

10 min. Playa del Carmen

Názory klientů

Není lepší odborník, než je cestovatel.

Royal Hideaway Playacar - Adults only

4.5/5 Round Indicators
| 4717 Recenze

CELKOVÉ HODNOCENÍ

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Výborné

73% Complete

3459

Velmi dobré

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804

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    Round Indicators
    Nick P 02/19/2018 Páry

    “Thieves”

    Really sad because we actually enjoyed our stay here but someone from the resort (maid most likely) stole about $300 in clothing from us. We spent $3,000 for the week at the resort and when confronted they didn’t do anything to rectify the situation. Basically said sorry but we cant prove anything was stolen. You would think after spending $3,000 they would understand that we aren’t trying to scam them out of a couple hundred dollars. Safe to say they lost out on a repeat customer over $300.
    Round Indicators
    02/19/2018 Páry

    “Valentines getaway.”

    This was an excellent vacation. The staff from check in to check out was great! Everyone is friendly and willing to go above and beyond. The beach and pool were amazing. The stretch of beach at this hotel is very well kept and the drink service at the beach was fast and friendly. All drinks are top shelf and that doesn’t happen often at all inclusive resorts. Would definitely recommend to others!

    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
     Dear Guest, First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

    Round Indicators
    02/19/2018 Páry

    “Lovely resort”

    Overall experience was great. We were not impressed with the choices of food available and disappointed that there was no buffet available. We enjoyed being at an all adult resort as it made for a relaxing and restful vacation.

    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
     Dear Guest, First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

    Round Indicators
    ancheto77 Chicago, Illinois. 02/19/2018 Krátké dovolené s přáteli

    “Unbelivably terrible service for Mexico!!!”

    I have never ever wrote a review in my life before, and honestly i never believed I would do it, but with the experience we had at this hotel it would be a crime if i didn’t. To validate it further this was our 14th time vacationing in Mexico. We have been in a wild range of classes hotels from super low rated to high classes. There have been problems here and there, but our overall experience have always been great. I sweared in Mexican customer service and have always recommended Mexico as number one destination. Therefore, when our friends decided to come all the way from Europe, we were very excited to show them how great of a vacation destination Mexico was. Well, this turned up to be such a disaster that from being frustrating in the beginning, it became ridiculously funny. Our experience in chronological order: Day one: Our friends arrived at 10pm after 13 hour flight only to find that their reservation was canceled. No one could say whose fault it was, could have been the agent’s ( who by the way sent a proof of funds being transferred to the hotel), but what was shocking was that the staff was absolutely not willing to help in any way. All they said was - sorry you don’t have a reservation, so basically you have to leave. My friends asked if they could just give them rooms until they could call their agent next morning and sort that out. They were not willing to do it unless they pay for it (having in mind they have already paid to the agent). After pointless arguments, my friends just paid for the entire stay on credit card and decided to deal with getting refund from the agent later. Day two: We arrived from US and registered - we were told that we have a room assigned, but can’t get into it until 3pm, which is normal, no problem there. After 3pm we needed to go to our personal concierge at the villa (all villas have a mini front desk with personal concierge) to get the key for the room. We went to the beach and waited there. At 3pm we went to the villa and of course the concierge was not there (they were hardly there to help you which makes the idea of personal concierge useless). We used the phone and called the front desk. They said he would be right there, but 40 minutes later we were still waiting. My husband went to the front desk and got keys. Again, the whole attitude of the staff was not the apologizing for the inconvenience type, but rather “it is not a big deal you waited 40 min.” Next morning we went to breakfast. I have to mention here, that there was only one buffet style restaurant that you can go for breakfast to, which was absolutely not big enough to handle even half of the hotel if full. Not to mention that at this point we started noticing how understaffed the hotel was. There were only two waiters trying to run the entire restaurant. One guy, who was doing omelets and while the line was at least 10 people, he was also trying to stock on products, make croissants with tuna salad and other products they were offering for breakfast, which was further delaying the waiting time. We waited 20-25 min for an omelet. I am not even going to make a big deal of the fact that we asked the seating person for a table outside, so we can smoke, and without thinking twice she said it was not available, only to find that there were two available when we got in. Their first approach was always to say "no" to whatever you were asking for and then if you were consistent enough, they would give it to you. This is absolutely not what I am used to in Mexico. The first day or two, I was assuming it was just a coincidence, but by the end I realized it was absolutely the management approach. Lunch time: We again went to the same restaurant, the only one available for lunch, and asked for a table for 7 people. They told us there wasn't one available at the moment, but if we waited 10-15 minutes they would get us one. Again, there wasn't lots of choices of restaurants and bars where you can go if there was a big waiting time. No, this was your only option for lunch (at least for the time we were there). So we moved to the side and waited. 15-20 min later we started getting worried that something was wrong since other groups came and got seated. Didn't pay close attention initially, so we were thinking maybe they were smaller groups, but when another group of eight Spanish speaking people came and got sited immediately we could not wait any longer and made a point. Again, the attitude was like we were making a big deal out of nothing. We only waited 15-20 min, what was the big deal. They completely ignored the point that it was matter of principle and it wasn't right for us to wait when the same group was sited before us (probably because they were Spanish speaking). Dinner: This was a hotel where there was no buffet style dinner, all restaurants were with reservations, so we made reservations for all of us through the end of the stay. First night in Mexican restaurant - reservation was at 8pm. We came 10 min earlier and were told that reservation was only for 5 people, not 7. If it didn’t happened almost every night in every restaurant, I would assume it was an innocent mistake, but this was the rule. Every night they had a different number of people - four, five, six etc, but never the right number in the reservation. And of course they were acting like we screwed up and now they were in a position to fix our mistake. After telling us that they needed some time to find us a table, we had no choice and just waited. It took them at least 20 min to sit us, but you cannot imagine how shocked we were to find out that half of the restaurant was empty - there were only 5-6 tables occupied and at least 7 tables available which remained available until restaurant closed. And yes, we were there until then. After being sited we were left alone for another 20-25 min without anyone approaching us to at least take our drink orders. We noticed there was only one waiter and one bus boy serving the entire restaurant and one women to sit the tables. We asked the bus boy who was filling our waters if we could order drinks, but he said it would be short until the waiter comes. We waited another 20 min and after the waiter completely ignored us we just got up and went to the bar to get our own drinks. The siting lady and the waiter saw us doing it and just turned their heads the other direction. We came back to our table and continued waiting for someone to take our food order. At 9:30 no one had approached our table yet. At 10 o'clock after we created a big issue out of it, we were finally taken the order. At this point we were the only people in the restaurant and assumed food would be prepared fast. Big mistake, took 40 min. After all there were only 2 nights without any problems. Every other dinner was a challenge. Having the wrong number of people, putting us in a separate super creepy room because of lack of seats and then forgetting that we existed and making us wait for an hour before someone taking our order, etc. After a while we just started taking bets what would go wrong next time and how many people would they have for the reservation, how long it would take them to take our order etc. Two more issues I would like to mention: The day we left we tried calling the taxi company and have our pick up time changed. After having no luck calling from the room phone due to battery going down 20 seconds after lifting it from the base (and we tried phones from two separate rooms) we decided to ask our personal concierge to call on our behalf. She promised to take care and told us not to worry. We went to the restaurant to have lunch before leaving and when we returned we found out she completely canceled our ride back, which was already prepaid. We had to take a regular taxi and pay a second time. She apologized and said she got confused, which didn’t surprised me at this point. They all seemed to be confused in this resort. And last, but not least (I am not even describing small problems) our friends were supposed to leave on the 8th of February. On the 6th they received a check out letter for the 7th. After checking with the hotel they said their reservation was only paid through the 7th. If there was a possibility to blame the travel agent the first time, they paid with their personal CC directly to the hotel through 8th first night. Even after showing the charge, hotel staff was still insisting on the fact that their system showed 7th, so they needed to check out on the 7th. Again, it took hours of going back and forth with management and wasting valuable vacation time to have this resolved. Of course, we were right! Good things were the rooms, food and drinks and the cabanas on the beach. Overall, experience was a disaster and vacation was more a frustration rather than nice relaxing time! I would recommend anyone to avoid this place.
    Round Indicators
    terry b Marietta, Georgia. 06/25/2014

    “Nejlepší z nejlepších”

    Celý náš zážitek byl opravdovým potěšením. Personál pro vás udělá víc než vše, cítíte se královsky. Jídlo i pití je fantastické... pořád musím myslet na to, jak se o nás starali. Celá dovolená byla velmi relaxující, pomohla nám se zregenerovat. Jediná trochu negativní věc - pokud má vaše žena hodně kosmetiky, není ji kam dát. Koupelna je dosti malá. Vše ostatní to ale vynahradí. V roce 2015 se určitě vrátíme, oslavit naše 41. výročí.

    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
     Dear Terry b, Thank you for this great review of your stay with us, we look forward to your next visit in the near future. We really appreciate your feedback. Best Wishes

    HODNOCENÍ

    Round Indicators

    • únor 19 2018
    • Páry

    Nick P

    “Thieves”


    Really sad because we actually enjoyed our stay here but someone from the resort (maid most likely) stole about $300 in clothing from us. We spent $3,000 for the week at the resort and when confronted they didn’t do anything to rectify the situation. Basically said sorry but we cant prove anything was stolen. You would think after spending $3,000 they would understand that we aren’t trying to scam them out of a couple hundred dollars. Safe to say they lost out on a repeat customer over $300.


    HODNOCENÍ

    Round Indicators

    • únor 19 2018
    • Páry

    “Valentines getaway.”


    This was an excellent vacation. The staff from check in to check out was great! Everyone is friendly and willing to go above and beyond. The beach and pool were amazing. The stretch of beach at this hotel is very well kept and the drink service at the beach was fast and friendly. All drinks are top shelf and that doesn’t happen often at all inclusive resorts. Would definitely recommend to others!


    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
    Dear Guest, First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

    HODNOCENÍ

    Round Indicators

    • únor 19 2018
    • Páry

    “Lovely resort”


    Overall experience was great. We were not impressed with the choices of food available and disappointed that there was no buffet available. We enjoyed being at an all adult resort as it made for a relaxing and restful vacation.


    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
    Dear Guest, First of all, we want to thank you for your comments after your recent visit with us and we are delighted to read that we were able to exceed your holiday expectations. We are happy to choose you to stay on your vacation, your opinion is very important to us and we assure you that we will share it internally. We hope you will allow us to make your next stay unforgettable. The warmest greetings!

    HODNOCENÍ

    Round Indicators

    • únor 19 2018
    • Chicago, Illinois
    • Krátké dovolené s přáteli

    ancheto77

    “Unbelivably terrible service for Mexico!!!”


    I have never ever wrote a review in my life before, and honestly i never believed I would do it, but with the experience we had at this hotel it would be a crime if i didn’t. To validate it further this was our 14th time vacationing in Mexico. We have been in a wild range of classes hotels from super low rated to high classes. There have been problems here and there, but our overall experience have always been great. I sweared in Mexican customer service and have always recommended Mexico as number one destination. Therefore, when our friends decided to come all the way from Europe, we were very excited to show them how great of a vacation destination Mexico was. Well, this turned up to be such a disaster that from being frustrating in the beginning, it became ridiculously funny. Our experience in chronological order: Day one: Our friends arrived at 10pm after 13 hour flight only to find that their reservation was canceled. No one could say whose fault it was, could have been the agent’s ( who by the way sent a proof of funds being transferred to the hotel), but what was shocking was that the staff was absolutely not willing to help in any way. All they said was - sorry you don’t have a reservation, so basically you have to leave. My friends asked if they could just give them rooms until they could call their agent next morning and sort that out. They were not willing to do it unless they pay for it (having in mind they have already paid to the agent). After pointless arguments, my friends just paid for the entire stay on credit card and decided to deal with getting refund from the agent later. Day two: We arrived from US and registered - we were told that we have a room assigned, but can’t get into it until 3pm, which is normal, no problem there. After 3pm we needed to go to our personal concierge at the villa (all villas have a mini front desk with personal concierge) to get the key for the room. We went to the beach and waited there. At 3pm we went to the villa and of course the concierge was not there (they were hardly there to help you which makes the idea of personal concierge useless). We used the phone and called the front desk. They said he would be right there, but 40 minutes later we were still waiting. My husband went to the front desk and got keys. Again, the whole attitude of the staff was not the apologizing for the inconvenience type, but rather “it is not a big deal you waited 40 min.” Next morning we went to breakfast. I have to mention here, that there was only one buffet style restaurant that you can go for breakfast to, which was absolutely not big enough to handle even half of the hotel if full. Not to mention that at this point we started noticing how understaffed the hotel was. There were only two waiters trying to run the entire restaurant. One guy, who was doing omelets and while the line was at least 10 people, he was also trying to stock on products, make croissants with tuna salad and other products they were offering for breakfast, which was further delaying the waiting time. We waited 20-25 min for an omelet. I am not even going to make a big deal of the fact that we asked the seating person for a table outside, so we can smoke, and without thinking twice she said it was not available, only to find that there were two available when we got in. Their first approach was always to say "no" to whatever you were asking for and then if you were consistent enough, they would give it to you. This is absolutely not what I am used to in Mexico. The first day or two, I was assuming it was just a coincidence, but by the end I realized it was absolutely the management approach. Lunch time: We again went to the same restaurant, the only one available for lunch, and asked for a table for 7 people. They told us there wasn't one available at the moment, but if we waited 10-15 minutes they would get us one. Again, there wasn't lots of choices of restaurants and bars where you can go if there was a big waiting time. No, this was your only option for lunch (at least for the time we were there). So we moved to the side and waited. 15-20 min later we started getting worried that something was wrong since other groups came and got seated. Didn't pay close attention initially, so we were thinking maybe they were smaller groups, but when another group of eight Spanish speaking people came and got sited immediately we could not wait any longer and made a point. Again, the attitude was like we were making a big deal out of nothing. We only waited 15-20 min, what was the big deal. They completely ignored the point that it was matter of principle and it wasn't right for us to wait when the same group was sited before us (probably because they were Spanish speaking). Dinner: This was a hotel where there was no buffet style dinner, all restaurants were with reservations, so we made reservations for all of us through the end of the stay. First night in Mexican restaurant - reservation was at 8pm. We came 10 min earlier and were told that reservation was only for 5 people, not 7. If it didn’t happened almost every night in every restaurant, I would assume it was an innocent mistake, but this was the rule. Every night they had a different number of people - four, five, six etc, but never the right number in the reservation. And of course they were acting like we screwed up and now they were in a position to fix our mistake. After telling us that they needed some time to find us a table, we had no choice and just waited. It took them at least 20 min to sit us, but you cannot imagine how shocked we were to find out that half of the restaurant was empty - there were only 5-6 tables occupied and at least 7 tables available which remained available until restaurant closed. And yes, we were there until then. After being sited we were left alone for another 20-25 min without anyone approaching us to at least take our drink orders. We noticed there was only one waiter and one bus boy serving the entire restaurant and one women to sit the tables. We asked the bus boy who was filling our waters if we could order drinks, but he said it would be short until the waiter comes. We waited another 20 min and after the waiter completely ignored us we just got up and went to the bar to get our own drinks. The siting lady and the waiter saw us doing it and just turned their heads the other direction. We came back to our table and continued waiting for someone to take our food order. At 9:30 no one had approached our table yet. At 10 o'clock after we created a big issue out of it, we were finally taken the order. At this point we were the only people in the restaurant and assumed food would be prepared fast. Big mistake, took 40 min. After all there were only 2 nights without any problems. Every other dinner was a challenge. Having the wrong number of people, putting us in a separate super creepy room because of lack of seats and then forgetting that we existed and making us wait for an hour before someone taking our order, etc. After a while we just started taking bets what would go wrong next time and how many people would they have for the reservation, how long it would take them to take our order etc. Two more issues I would like to mention: The day we left we tried calling the taxi company and have our pick up time changed. After having no luck calling from the room phone due to battery going down 20 seconds after lifting it from the base (and we tried phones from two separate rooms) we decided to ask our personal concierge to call on our behalf. She promised to take care and told us not to worry. We went to the restaurant to have lunch before leaving and when we returned we found out she completely canceled our ride back, which was already prepaid. We had to take a regular taxi and pay a second time. She apologized and said she got confused, which didn’t surprised me at this point. They all seemed to be confused in this resort. And last, but not least (I am not even describing small problems) our friends were supposed to leave on the 8th of February. On the 6th they received a check out letter for the 7th. After checking with the hotel they said their reservation was only paid through the 7th. If there was a possibility to blame the travel agent the first time, they paid with their personal CC directly to the hotel through 8th first night. Even after showing the charge, hotel staff was still insisting on the fact that their system showed 7th, so they needed to check out on the 7th. Again, it took hours of going back and forth with management and wasting valuable vacation time to have this resolved. Of course, we were right! Good things were the rooms, food and drinks and the cabanas on the beach. Overall, experience was a disaster and vacation was more a frustration rather than nice relaxing time! I would recommend anyone to avoid this place.


    HODNOCENÍ

    Round Indicators

    • červen 25 2014
    • Marietta, Georgia

    terry b

    “Nejlepší z nejlepších”


    Celý náš zážitek byl opravdovým potěšením. Personál pro vás udělá víc než vše, cítíte se královsky. Jídlo i pití je fantastické... pořád musím myslet na to, jak se o nás starali. Celá dovolená byla velmi relaxující, pomohla nám se zregenerovat. Jediná trochu negativní věc - pokud má vaše žena hodně kosmetiky, není ji kam dát. Koupelna je dosti malá. Vše ostatní to ale vynahradí. V roce 2015 se určitě vrátíme, oslavit naše 41. výročí.


    Community M, Gerente v zařízení Royal Hideaway Playacar, odpověděl na tuto recenzi.
    Dear Terry b, Thank you for this great review of your stay with us, we look forward to your next visit in the near future. We really appreciate your feedback. Best Wishes

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