Barceló Hotel Pool  Royal Hideaway Playacar Resort
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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
| 5679 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

4160

Very good

17% Complete

974

Average

5% Complete

316

Poor

2% Complete

144

Very poor

1% Complete

85

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    Round Indicators
    lynn M Calgary, Canada. 01/17/2019 Family

    “Elegant Vacation”

    Elegant marble floors, extra large balcony with updated And comfortable furniture, excellent supplies in fridge, special turndown service, excellent choice of restaurants, drinks not watered down, fresh foods, fruit and salad, always bottled water in your fridge. I love this property. Romantic!! Close to a Snow White beach walking was excellent. Sometime sea weed rolled in but it was no problem because their was staff to remove it, the pool was unique with only adults and wonderful lounge chairs. Special service was provided to guests, drinks, water, food. And the dive shop was on the property. You must see Tanya she is amazing for guiding you with diving instruction. What a magnificent vacation.
    Round Indicators
    GFez Atlanta, Georgia. 01/17/2019 Couples

    “Great resort in Playa del Carmen”

    Thoroughly enjoyed our return visit to Royal Hideaway. The beach is wide, with very comfortable chairs. The restaurants offer a nice variety of food choices and the quality of the food is also excellent. The rooms are comfortable and within an easy walk to the beach even in the buildings furthest away.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear GFez, 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
    Debbie M Port Dover, Canada. 01/17/2019 Couples

    “Amazing 4th Visit”

    My husband and I just had our fourth visit to the RH. This was the best one yet. Everything from start to finish was perfect. Funny enough we never ate at Spices or The Grill for dinner before but they ended up being our favourites. We never had a bad meal. My husband loved the chicken strips at lunch each day!!! Drinks were always well made and delicious. Shout out to Alejandro who took our dinner reservations before we arrived. Christian as always at the Grill is a true gentleman and one of the hardest working. The young lady seating you is so sweet I forget her name (sorry) Oscar is a hard working, professional and polite. Omar the Chef is fabulous!! Alejandro and All staff at Spices are just amazing. Lorenzo is our favourite bartender we just loved watching him mix drinks with ease and pride. All staff at all restaurants and bars are wonderful, never had a bad experience. The beach servers worked so hard and we never had to get our own drinks. Room service staff are so professional, we loved getting our tea and coffee each morning. Rooms were clean and comfortable. The cleaning staff do a fabulous job of keeping everything spotless. Last but not least our conceriege Oscar, Oscar was the best conceriege we ever had. He was friendly, welcoming and so helpful. Anything we asked for he was right on it. Oscar was able to help,us move rooms when we wanted a better view. He actually helped us move all our clothes etc. When we return we only want Oscar. Gentlemen who greet you and take care of your luggage were excellent too. Ladies upon check out were lovely. The only disappointment was upon arrival. We walked in to reception no one spoke to us, greeted us, acknowledged us. There were no other clients at that time. We had to walk over to get checked in. Also we weren’t offered a cold cloth a drink nothing... not what we were used to we have arrived in the past. We had emailed 3 times to request a certain villa room etc. We were told no upstairs rooms no rooms in the villa we wanted etc. We ended up with a terrible view of the “jungle” we knew for a fact there were rooms where we wanted to be. Maybe upon check in you could be offered a few choices especially for Barcelo members and repeat customers. All in all it was a fabulous trip and we are planning our 5th visit. Thank you to ALL staff for taking such great care of us.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mrs. Debbie, Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive critics. Our staff's professional service is a point of pride for us and we are quite disappointed to hear that you felt we underperformed in the reception area, nevertheless please rest assured that your comments will be shared with the entire team for information and further revision. On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us. It is also good to know that you enjoyed the many culinary delights prepared by our professional Chefs who always strive to offer a wide variety of typical delights in order to please all palates and we thank you for letting us know that we could conquer yours. Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future. Warmest regards!

    Round Indicators
    Adriana V Rome, Italy. 01/15/2019 Couples

    “Excellent stay!”

    Excellent service. Staff friendly and professignal.the facilities impecable. It was our anniversary and we were received with a complimentary chocolate strawberry treat. A nice detail for a special day.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mrs. Adriana, 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
    Eric Y 01/15/2019 Couples

    “Another excellent stay”

    This was our third time coming to the Royal Hideaway and it has really become like a second home to us. We can always count on a very relaxing, luxurious and phenomenal time here at Royal Hideaway. We were especially delighted to see our favorite pool servers Daniel, Javier and Genero. These 3 guys are so hard working and really a great asset to the pool and beach areas. Daniel especially would bring us new drinks to try all the time which we loved and he would also go out of his way to get us anything we needed. I want to also say that Daniel made our trip extra special as we were celebrating my birthday and he had asked to make special arrangements for our dinner that night at Ventanas with the help of the hostess Tanya. They brought out a special dessert for me that night and made me feel very special. I don’t think we ever heard a no from any of these pool waiters. Javier as well helped us out a lot with getting towels for our chairs and helping to set them up. Daniel, Javier and Genero are such a delight to see around the pool. During our trip we dined at the Grill the first night which is always a great atmosphere with great food. We dined at Ventanas the second night and again fabulous service and food. We ordered our usual seafood favorites and Eric had the Picaña which was cooked to perfection. Our waiter Nicolas was fantastic and he stayed very attentive to our table. Tanya was our hostess that evening and we had also seen her at the pool earlier in the day. She took the time to ask how everything was going and if any extra accommodations could be made which we really appreciated. She also helped arrange the special birthday dessert at dinner that night which was very sweet of her. The next day we did jet ski with the company associated with the hotel. It was a really great time and we were thankful for Jonathan who helped arrange the activity. We met him while we were grabbing towels and not only did he help set our towels up on the pool loungers but he also went to make sure the jet skis were available for us and arranged the activity. The views while jet skiing were phenomenal and so much fun. I really liked how they had one of their employees out on the waters watching over the drivers in case anything happened. We fell off once and the rescue guy came right away to make sure we could get back on and were not hurt. We finally got to do the Mexican dinner show and it was pretty awesome! The food was great, amazing service and the show was very good! Azia was our final dinner reservation and our favorite place to eat. I would suggest some improvements with service. It seemed like the waiters were given too many tables or tasks to do at once as they were always running back and forth around the restaurant. We felt like our table was a little neglected as compared to other visits we’ve had at the restaurant. The food overall was very good, some items a little over seasoned but still good. We enjoyed the different sushi rolls as well as the nigiri. With all the amazing things Royal Hideaway has to offer and this trip being our 3rd visit, I would make minor suggestions for improvement. Wait times for room service were not always accurate and the phones in the room could be replaced. The buttons are very sticky and the concierge button didn’t work on our phone. I would suggest leaving a card of extensions to manually dial. In addition, we were a little upset to find that Spices was closed for breakfast throughout the duration of our trip and we were never given any notice. We thought we had missed breakfast hours each day until one of the pool waiters had told us that they were temporarily closed for the week. We had wished our concierge had informed us of that. In past years, our concierge had always left printed notices at our door for any restaurant closures or any disturbances that were planned to take place. We will be back in a short few months!

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mr. Yii, Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive critics. On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us. It is also good to know that you enjoyed the many culinary delights prepared by our professional Chefs who always strive to offer a wide variety of typical delights in order to please all palates and we thank you for letting us know that we could conquer yours. 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. Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future. Warmest regards!

    EVALUATION

    Round Indicators

    • january 17 2019
    • Calgary, Canada
    • Family

    lynn M

    “Elegant Vacation”


    Elegant marble floors, extra large balcony with updated And comfortable furniture, excellent supplies in fridge, special turndown service, excellent choice of restaurants, drinks not watered down, fresh foods, fruit and salad, always bottled water in your fridge. I love this property. Romantic!! Close to a Snow White beach walking was excellent. Sometime sea weed rolled in but it was no problem because their was staff to remove it, the pool was unique with only adults and wonderful lounge chairs. Special service was provided to guests, drinks, water, food. And the dive shop was on the property. You must see Tanya she is amazing for guiding you with diving instruction. What a magnificent vacation.


    EVALUATION

    Round Indicators

    • january 17 2019
    • Atlanta, Georgia
    • Couples

    GFez

    “Great resort in Playa del Carmen”


    Thoroughly enjoyed our return visit to Royal Hideaway. The beach is wide, with very comfortable chairs. The restaurants offer a nice variety of food choices and the quality of the food is also excellent. The rooms are comfortable and within an easy walk to the beach even in the buildings furthest away.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear GFez, 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

    • january 17 2019
    • Port Dover, Canada
    • Couples

    Debbie M

    “Amazing 4th Visit”


    My husband and I just had our fourth visit to the RH. This was the best one yet. Everything from start to finish was perfect. Funny enough we never ate at Spices or The Grill for dinner before but they ended up being our favourites. We never had a bad meal. My husband loved the chicken strips at lunch each day!!! Drinks were always well made and delicious. Shout out to Alejandro who took our dinner reservations before we arrived. Christian as always at the Grill is a true gentleman and one of the hardest working. The young lady seating you is so sweet I forget her name (sorry) Oscar is a hard working, professional and polite. Omar the Chef is fabulous!! Alejandro and All staff at Spices are just amazing. Lorenzo is our favourite bartender we just loved watching him mix drinks with ease and pride. All staff at all restaurants and bars are wonderful, never had a bad experience. The beach servers worked so hard and we never had to get our own drinks. Room service staff are so professional, we loved getting our tea and coffee each morning. Rooms were clean and comfortable. The cleaning staff do a fabulous job of keeping everything spotless. Last but not least our conceriege Oscar, Oscar was the best conceriege we ever had. He was friendly, welcoming and so helpful. Anything we asked for he was right on it. Oscar was able to help,us move rooms when we wanted a better view. He actually helped us move all our clothes etc. When we return we only want Oscar. Gentlemen who greet you and take care of your luggage were excellent too. Ladies upon check out were lovely. The only disappointment was upon arrival. We walked in to reception no one spoke to us, greeted us, acknowledged us. There were no other clients at that time. We had to walk over to get checked in. Also we weren’t offered a cold cloth a drink nothing... not what we were used to we have arrived in the past. We had emailed 3 times to request a certain villa room etc. We were told no upstairs rooms no rooms in the villa we wanted etc. We ended up with a terrible view of the “jungle” we knew for a fact there were rooms where we wanted to be. Maybe upon check in you could be offered a few choices especially for Barcelo members and repeat customers. All in all it was a fabulous trip and we are planning our 5th visit. Thank you to ALL staff for taking such great care of us.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mrs. Debbie, Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive critics. Our staff's professional service is a point of pride for us and we are quite disappointed to hear that you felt we underperformed in the reception area, nevertheless please rest assured that your comments will be shared with the entire team for information and further revision. On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us. It is also good to know that you enjoyed the many culinary delights prepared by our professional Chefs who always strive to offer a wide variety of typical delights in order to please all palates and we thank you for letting us know that we could conquer yours. Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future. Warmest regards!

    EVALUATION

    Round Indicators

    • january 15 2019
    • Rome, Italy
    • Couples

    Adriana V

    “Excellent stay!”


    Excellent service. Staff friendly and professignal.the facilities impecable. It was our anniversary and we were received with a complimentary chocolate strawberry treat. A nice detail for a special day.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mrs. Adriana, 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

    • january 15 2019
    • Couples

    Eric Y

    “Another excellent stay”


    This was our third time coming to the Royal Hideaway and it has really become like a second home to us. We can always count on a very relaxing, luxurious and phenomenal time here at Royal Hideaway. We were especially delighted to see our favorite pool servers Daniel, Javier and Genero. These 3 guys are so hard working and really a great asset to the pool and beach areas. Daniel especially would bring us new drinks to try all the time which we loved and he would also go out of his way to get us anything we needed. I want to also say that Daniel made our trip extra special as we were celebrating my birthday and he had asked to make special arrangements for our dinner that night at Ventanas with the help of the hostess Tanya. They brought out a special dessert for me that night and made me feel very special. I don’t think we ever heard a no from any of these pool waiters. Javier as well helped us out a lot with getting towels for our chairs and helping to set them up. Daniel, Javier and Genero are such a delight to see around the pool. During our trip we dined at the Grill the first night which is always a great atmosphere with great food. We dined at Ventanas the second night and again fabulous service and food. We ordered our usual seafood favorites and Eric had the Picaña which was cooked to perfection. Our waiter Nicolas was fantastic and he stayed very attentive to our table. Tanya was our hostess that evening and we had also seen her at the pool earlier in the day. She took the time to ask how everything was going and if any extra accommodations could be made which we really appreciated. She also helped arrange the special birthday dessert at dinner that night which was very sweet of her. The next day we did jet ski with the company associated with the hotel. It was a really great time and we were thankful for Jonathan who helped arrange the activity. We met him while we were grabbing towels and not only did he help set our towels up on the pool loungers but he also went to make sure the jet skis were available for us and arranged the activity. The views while jet skiing were phenomenal and so much fun. I really liked how they had one of their employees out on the waters watching over the drivers in case anything happened. We fell off once and the rescue guy came right away to make sure we could get back on and were not hurt. We finally got to do the Mexican dinner show and it was pretty awesome! The food was great, amazing service and the show was very good! Azia was our final dinner reservation and our favorite place to eat. I would suggest some improvements with service. It seemed like the waiters were given too many tables or tasks to do at once as they were always running back and forth around the restaurant. We felt like our table was a little neglected as compared to other visits we’ve had at the restaurant. The food overall was very good, some items a little over seasoned but still good. We enjoyed the different sushi rolls as well as the nigiri. With all the amazing things Royal Hideaway has to offer and this trip being our 3rd visit, I would make minor suggestions for improvement. Wait times for room service were not always accurate and the phones in the room could be replaced. The buttons are very sticky and the concierge button didn’t work on our phone. I would suggest leaving a card of extensions to manually dial. In addition, we were a little upset to find that Spices was closed for breakfast throughout the duration of our trip and we were never given any notice. We thought we had missed breakfast hours each day until one of the pool waiters had told us that they were temporarily closed for the week. We had wished our concierge had informed us of that. In past years, our concierge had always left printed notices at our door for any restaurant closures or any disturbances that were planned to take place. We will be back in a short few months!


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mr. Yii, Thank you for sharing your feedback on your recent holiday experience among us, our main goal being to ensure we keep on delivering unforgettable holiday experiences to our guests, your comments are crucial in this process therefore we highly value your time and constructive critics. On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us. It is also good to know that you enjoyed the many culinary delights prepared by our professional Chefs who always strive to offer a wide variety of typical delights in order to please all palates and we thank you for letting us know that we could conquer yours. 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. Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future. Warmest regards!

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