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Barceló Hotel Pool  Royal Hideaway Playacar Resort
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map

Map and location

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


Places of Interest

60.5 km Cancun International Airport 

10 minutes Playa del Carmen

Guest reviews.

There is no better expert than a traveller.

Royal Hideaway Playacar - Adults only

4.5/5 Round Indicators
| 6208 Reviews

TOTAL EVALUATION

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DETAILED EVALUATION

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Quality/price ratio

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Location

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Quality of sleep

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Rooms

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Cleaning

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Service


Comments

Excellent

73% Complete

4534

Very good

16% Complete

1049

Average

5% Complete

360

Poor

2% Complete

165

Very poor

1% Complete

100

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    Round Indicators
    Voyager284076 07/14/2019 Family

    “Exceptional Resort”

    If you leave this resort unhappy, it is your own fault. Have never had a more accommodating experience. We wanted for nothing; staff always available to assist with whatever your needs are. Angel and Edwin at Ventanas, Carlos at The Deck, Sabastian at Palazzo, Edwin also at Azia and last but certainly not least Ricardo, Daniel and Genaro at Poolside and Beach certainly made our vacation memorable. We were treated like royalty. This was our second stay at the Royal Hideaway and we will certainly return.
    Round Indicators
    cpuaar London, United Kingdom. 07/14/2019 Couples

    “Royal hideaway Playa del carmen”

    This hotel is one of the Leading Hotels of the World and rated a 5 star but I think it fell short by a long way because of following - room service was appalling - ordered tea first time no milk second time no spoon third time after reiterating I wanted milk and spoon it still arrived with no milk and by time he came back tea had got cold. Went to room at 3pm and still not cleaned. Phone did not work in room so could not call did any services. Upon arrival the toilet would not flush. - you have to reserve all dinner reservations ideally before you arrive or on day of arrival as all booked up even though it was not peak season - if you have dietary requirements you will struggle as menu is limited and food in all restaurants is not good at all. Ordered chicken red curry in their Asian restaurant and there was no curry just dry chicken and vegetables with boiled rice. - waited over an hour for towels on beach as they were being washed! - fridge in bar not replenished with water - hot water in room takes at least 5 mins to run before hot water comes through - assistance by pool and beach is limited - went for yoga In the morning waited 10 mins for teacher then informed she was sick and no class would take place - concierge assigned to each villa had limited knowledge ie we asked him about booking tours and he told us to go to official tour office! It's a shame as I felt staff were very nice on the whole but they had limited resources to work with and facilities are there but not maximised to full potential. I would not return to this resort again. Thanks for reading
    Round Indicators
    snyderman0306 Pleasanton, California. 07/14/2019 Couples

    “Royal Hideway Stay”

    Great resort with mostly friendly service, great location, excellent food and selection, and peaceful environment. There were a few hiccups here and there with dinner reservations and the spa. The spa needs to be more reasonable with how they handle their package credits. Lack of communication with the spa as well since nobody answers the phones around there.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Snyderman0306: We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!

    Round Indicators
    carlosdulceromero San Francisco, California. 07/13/2019 Couples

    “Amazing and Relaxing Holidays!”

    If you’re looking for a relaxing holidays in a beautiful place with the best service... this is the place! The food was amazing, the client oriented service was the best, and the whole hotel is beautiful. The beach, the pool, the cocktails... I can’t say enough how much we loved it.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mr Romero: We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!

    Round Indicators
    DestinationLAX Los Angeles, CA. 07/13/2019 Friends getaway

    “I Don't Know Why It's Rated So Highly ”

    Pros: Beautiful beach even with current seaweed issues, it's still lovely. Pretty good customer service. I like that it's fairly small, so there are short walking distances compared to other large resorts. Conveniently located close to downtown Playa del Carmen. Cons: Totally underwhelming if you have stayed at modern, 4-5 star hotels in the area. It is very dated. The restaurants are reservation only, you can't do walk-ins. Having a schedule while on vacation was annoying and limiting. The beach and pool cocktail service is slow. They need more staff. Doesn't make sense to have a concierge stationed in each hotel building. The worst part has been the rooms. First room had a hair in the clean bathroom and 3rd level without an elevator wasn't working for my friend who just had surgery. The staff kindly moved us to a 2nd room. Our second room has a broken AC and they have done nothing about it. On day 3, our room was not cleaned, at all! No fresh towels or anything. It's been completely disappointing.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mrs Campos: Thank you for taking the time to share your comments about your recent 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!

    EVALUATION

    Round Indicators

    • july 14 2019
    • Family

    Voyager284076

    “Exceptional Resort”


    If you leave this resort unhappy, it is your own fault. Have never had a more accommodating experience. We wanted for nothing; staff always available to assist with whatever your needs are. Angel and Edwin at Ventanas, Carlos at The Deck, Sabastian at Palazzo, Edwin also at Azia and last but certainly not least Ricardo, Daniel and Genaro at Poolside and Beach certainly made our vacation memorable. We were treated like royalty. This was our second stay at the Royal Hideaway and we will certainly return.


    EVALUATION

    Round Indicators

    • july 14 2019
    • London, United Kingdom
    • Couples

    cpuaar

    “Royal hideaway Playa del carmen”


    This hotel is one of the Leading Hotels of the World and rated a 5 star but I think it fell short by a long way because of following - room service was appalling - ordered tea first time no milk second time no spoon third time after reiterating I wanted milk and spoon it still arrived with no milk and by time he came back tea had got cold. Went to room at 3pm and still not cleaned. Phone did not work in room so could not call did any services. Upon arrival the toilet would not flush. - you have to reserve all dinner reservations ideally before you arrive or on day of arrival as all booked up even though it was not peak season - if you have dietary requirements you will struggle as menu is limited and food in all restaurants is not good at all. Ordered chicken red curry in their Asian restaurant and there was no curry just dry chicken and vegetables with boiled rice. - waited over an hour for towels on beach as they were being washed! - fridge in bar not replenished with water - hot water in room takes at least 5 mins to run before hot water comes through - assistance by pool and beach is limited - went for yoga In the morning waited 10 mins for teacher then informed she was sick and no class would take place - concierge assigned to each villa had limited knowledge ie we asked him about booking tours and he told us to go to official tour office! It's a shame as I felt staff were very nice on the whole but they had limited resources to work with and facilities are there but not maximised to full potential. I would not return to this resort again. Thanks for reading


    EVALUATION

    Round Indicators

    • july 14 2019
    • Pleasanton, California
    • Couples

    snyderman0306

    “Royal Hideway Stay”


    Great resort with mostly friendly service, great location, excellent food and selection, and peaceful environment. There were a few hiccups here and there with dinner reservations and the spa. The spa needs to be more reasonable with how they handle their package credits. Lack of communication with the spa as well since nobody answers the phones around there.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Snyderman0306: We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!

    EVALUATION

    Round Indicators

    • july 13 2019
    • San Francisco, California
    • Couples

    carlosdulceromero

    “Amazing and Relaxing Holidays!”


    If you’re looking for a relaxing holidays in a beautiful place with the best service... this is the place! The food was amazing, the client oriented service was the best, and the whole hotel is beautiful. The beach, the pool, the cocktails... I can’t say enough how much we loved it.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mr Romero: We would like to express our gratitude for the comments you have made about your recent visit, since they help us to understand how our guests enjoy their stay with us. It is always our goal to achieve the maximum satisfaction of our customers and we are delighted to hear that they enjoyed their vacations with us. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacations. We are pleased that you have chosen us on your holidays, 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. Best regards!

    EVALUATION

    Round Indicators

    • july 13 2019
    • Los Angeles, CA
    • Friends getaway

    DestinationLAX

    “I Don't Know Why It's Rated So Highly ”


    Pros: Beautiful beach even with current seaweed issues, it's still lovely. Pretty good customer service. I like that it's fairly small, so there are short walking distances compared to other large resorts. Conveniently located close to downtown Playa del Carmen. Cons: Totally underwhelming if you have stayed at modern, 4-5 star hotels in the area. It is very dated. The restaurants are reservation only, you can't do walk-ins. Having a schedule while on vacation was annoying and limiting. The beach and pool cocktail service is slow. They need more staff. Doesn't make sense to have a concierge stationed in each hotel building. The worst part has been the rooms. First room had a hair in the clean bathroom and 3rd level without an elevator wasn't working for my friend who just had surgery. The staff kindly moved us to a 2nd room. Our second room has a broken AC and they have done nothing about it. On day 3, our room was not cleaned, at all! No fresh towels or anything. It's been completely disappointing.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mrs Campos: Thank you for taking the time to share your comments about your recent 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!

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