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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
| 6557 Reviews

TOTAL EVALUATION

Round Indicators

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

72% Complete

4776

Very good

16% Complete

1104

Average

5% Complete

388

Poor

2% Complete

179

Very poor

1% Complete

110

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    Round Indicators
    1711anakm Mexico City, Mexico. 12/10/2019 Couples

    “Birthday Celebration”

    From November 16th until 22 my husband and I stayed at the Royal Hideaway. I sent an email to Mario Lozano, Concierge supervisor 15 days before my arrival and 7 days previous following his impersonal email. I asked for a dinner in the Casino Royal, and he expressed that it was not dinner planned available. Despite this, the room they assigned was absolutely awful, no view, mosquitos, humidity despite that I reserved a room pool view. When we arrived they said that despegar did not manage the information correctly and not one showed any interest to resolve my problem. Michelle Flores at the reception desk terrible service. Our first night we went for a dinner in spices restaurant and honestly the dinner was terrible the service too. The food was poorly presented and the waiters were awful. We thought what a horrible choice for so such memorable date for us. The coffee machine at the room did not work and the room food and drinks was poorly refill. The next day, we realized how horrible was the room and we went to the reception desk again and Michelle Flores again not interest to resolve until I told her to cancel my reservation and call to despegar for assistance. Mario Lozano, changed our room and we have to moved of room and it was so much better. I must recognized that they tried their best to make our stay memorable but I consider it was to late. The fridge in the room did not worked and the lights were failing, but I could not be bother anymore. I must admit that some of the staff were absolutely fantastic: Daniel at the beach was great, the recreation team too. The beach was the only factor which made our stay memorable. My birthday night we had a dinner in Palazzo, it was great. The staff was so fantastic including the chef. Other great place was Azia. We really enjoy there. David y el chef were great. Fernando in Grill was fantastic. Our made was great too. Ventanas was last night and we were not so convinced about the food, but Angel and the manager in charge Alejandro made our night really good. An overall review they need to review the quality of the food and menu variety. Definitely they need to retrain the staff a the concierge desk, they are not helpful at all. Michelle our concierge was great. To compete our deception we saw a cartel promoting dinner at the Casino Royal. We could not believe what was going on and how we were denied the option to dine there where people recently arrived had reservation. I did the complaint to Michelle and we could enjoy a Mexican show and dinner. Definitely I refused to believe that the best privileges are reserve to American and European customer but after I stayed 6 days there I was so disappointed. As an hotelier I must say thanks to the following staff to try so hard and provide us good service: Fernando Bejarano at the Grill Daniel at the beach Marco maintenance Edgar y Domingo Palazzo Marco at breakfast the deck David y Pablo Jimenez Azia Jonathan Lopez y Carlos Recreation Alejandro y Ángel Ventanas Our Maid Noe room service Michelle our concierge at the village 26 Adriana hostess Not good: Spices restaurant Mario Lozano and Michelle Flores My final thought if you are looking for a special celebration do not choose Royal hideaway. Really difficult to go back there. If I go back would be for the excellent service we received for the people mentioned.
    Round Indicators
    Jimmy C Arlington, Texas. 12/10/2019 Friends getaway

    “Great Hideaway”

    you feel very safe, beautiful landscaping. You are never too far away from the Beautiful beach. We prefer staying near the swimming pool on the ground level. The Tallest unit is just three floors. A great Hideaway for lovers
    Round Indicators
    janetj299 Carrollton, Texas. 12/10/2019 Friends getaway

    “Always excellent!”

    This was one of our many trips to Royal Hideaway. We are always very pleased with the facilities, food and especially the staff. The staff go above and beyond to assist you and always serve with a smile. Beach is amazing!
    Round Indicators
    suncream10 Ireland. 12/10/2019 Couples

    “Amazing stay.”

    Wonderful hotel. Stunning location. Amazing food and dining experiences. Thoughtful and attentive staff. Very friendly resort. Gym was good to use. Never too busy. Okay selection of shops across the road to pass the time if so desired. Over all a class place to stay.
    Round Indicators
    mona748 Uvalde, Texas. 12/10/2019 Couples

    “Mexico's Best Resort”

    We have been there for the last 10-12 years. I have been to other resorts and in my review Royal Hideaway gives you the most for your money. I love to change and dress for dinner. It makes it special and you never have to leave the safety of the property.

    EVALUATION

    Round Indicators

    • december 10 2019
    • Mexico City, Mexico
    • Couples

    1711anakm

    “Birthday Celebration”


    From November 16th until 22 my husband and I stayed at the Royal Hideaway. I sent an email to Mario Lozano, Concierge supervisor 15 days before my arrival and 7 days previous following his impersonal email. I asked for a dinner in the Casino Royal, and he expressed that it was not dinner planned available. Despite this, the room they assigned was absolutely awful, no view, mosquitos, humidity despite that I reserved a room pool view. When we arrived they said that despegar did not manage the information correctly and not one showed any interest to resolve my problem. Michelle Flores at the reception desk terrible service. Our first night we went for a dinner in spices restaurant and honestly the dinner was terrible the service too. The food was poorly presented and the waiters were awful. We thought what a horrible choice for so such memorable date for us. The coffee machine at the room did not work and the room food and drinks was poorly refill. The next day, we realized how horrible was the room and we went to the reception desk again and Michelle Flores again not interest to resolve until I told her to cancel my reservation and call to despegar for assistance. Mario Lozano, changed our room and we have to moved of room and it was so much better. I must recognized that they tried their best to make our stay memorable but I consider it was to late. The fridge in the room did not worked and the lights were failing, but I could not be bother anymore. I must admit that some of the staff were absolutely fantastic: Daniel at the beach was great, the recreation team too. The beach was the only factor which made our stay memorable. My birthday night we had a dinner in Palazzo, it was great. The staff was so fantastic including the chef. Other great place was Azia. We really enjoy there. David y el chef were great. Fernando in Grill was fantastic. Our made was great too. Ventanas was last night and we were not so convinced about the food, but Angel and the manager in charge Alejandro made our night really good. An overall review they need to review the quality of the food and menu variety. Definitely they need to retrain the staff a the concierge desk, they are not helpful at all. Michelle our concierge was great. To compete our deception we saw a cartel promoting dinner at the Casino Royal. We could not believe what was going on and how we were denied the option to dine there where people recently arrived had reservation. I did the complaint to Michelle and we could enjoy a Mexican show and dinner. Definitely I refused to believe that the best privileges are reserve to American and European customer but after I stayed 6 days there I was so disappointed. As an hotelier I must say thanks to the following staff to try so hard and provide us good service: Fernando Bejarano at the Grill Daniel at the beach Marco maintenance Edgar y Domingo Palazzo Marco at breakfast the deck David y Pablo Jimenez Azia Jonathan Lopez y Carlos Recreation Alejandro y Ángel Ventanas Our Maid Noe room service Michelle our concierge at the village 26 Adriana hostess Not good: Spices restaurant Mario Lozano and Michelle Flores My final thought if you are looking for a special celebration do not choose Royal hideaway. Really difficult to go back there. If I go back would be for the excellent service we received for the people mentioned.


    EVALUATION

    Round Indicators

    • december 10 2019
    • Arlington, Texas
    • Friends getaway

    Jimmy C

    “Great Hideaway”


    you feel very safe, beautiful landscaping. You are never too far away from the Beautiful beach. We prefer staying near the swimming pool on the ground level. The Tallest unit is just three floors. A great Hideaway for lovers


    EVALUATION

    Round Indicators

    • december 10 2019
    • Carrollton, Texas
    • Friends getaway

    janetj299

    “Always excellent!”


    This was one of our many trips to Royal Hideaway. We are always very pleased with the facilities, food and especially the staff. The staff go above and beyond to assist you and always serve with a smile. Beach is amazing!


    EVALUATION

    Round Indicators

    • december 10 2019
    • Ireland
    • Couples

    suncream10

    “Amazing stay.”


    Wonderful hotel. Stunning location. Amazing food and dining experiences. Thoughtful and attentive staff. Very friendly resort. Gym was good to use. Never too busy. Okay selection of shops across the road to pass the time if so desired. Over all a class place to stay.


    EVALUATION

    Round Indicators

    • december 10 2019
    • Uvalde, Texas
    • Couples

    mona748

    “Mexico's Best Resort”


    We have been there for the last 10-12 years. I have been to other resorts and in my review Royal Hideaway gives you the most for your money. I love to change and dress for dinner. It makes it special and you never have to leave the safety of the property.


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