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Barceló Hotel Pool  Royal Hideaway Playacar Resort
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Lote Hotelero No. 6, Desarrollo   77710 Playacar , Playa del Carmen   Quintana Roo  


Points of Interest

37.5 mi Cancún International Airport 

10 min. Playa del Carmen

Guest reviews.

There is no better expert than a traveller.

Royal Hideaway Playacar - Adults only

4.5/5 Round Indicators
| 6498 Reviews

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Cleaning

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Service


Comments

Excellent

72% Complete

4739

Very good

16% Complete

1090

Average

5% Complete

386

Poor

2% Complete

173

Very poor

1% Complete

110

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    Round Indicators
    431oc_anec Stockholm, Sweden. 11/17/2019 Couples

    “100 % YESSS. ”

    This is a GREAT resort. It was our first time at a all inclusive in Mexico and it didn’t disappoint. The rooms are comfy and lovely, concierge Michelle rocked, she made sure we were booked on every night at a different restaurant and made sure our stay was memorable (she even decorated the room for my bday). Food was exceptional for an all inclusive (all restaurant are pretty amazing apart from maybe the grill which is the one to avoid if you can) The staff was amazing, all the pool server boys work soooo hard to make sure people get what they want, the entertainment is great cause it’s not constant as well (few hours of aqua fitness and a bingo) Seriously overall I loved it (and I didn’t know what to expect in a resort like this) It’s quieter cause it’s an adult only resort which makes a different. HIGHLY recommended!!!!! I would go back in a heartbeat. Only thing to know is that excursions with the hotels are soooo expensive and so is the spa. You can def find better deals somewhere else! Thanks royal hideaway we loved it.
    Round Indicators
    LordofKnutsford Manchester, United Kingdom. 11/16/2019 Couples

    “Mixed feelings”

    Due to Thomas Cook flight cancellation we ended up travelling earlier than planned and needed accommodation for 1 night. We’d always wondered about this place due to its reputation of top notch food and now was the opportunity. The hotel is in a Spanish colonial style which is quaint. This shows its age but it’s actually in good condition. Our basic room had new bathroom taps and paint. We were very happy with it’s size and wouldn’t have minded an extended stay in this room. The air con vents blow directly onto the bed which was too strong for sleeping so it had to be turned off. We had no hot water at 5:00am so I had a cold shower. We still had no hot water at 08:30 so the wife had a cold shower. The balcony is small and completely shaded by dense undergrowth. No chance of catching any sun and we saw other balconies completely engulfed. I would expect mosquitoes would make those balconies unusable. We were really looking forward to dinner at one of the restaurants but the 3 best options were all closed! Only the grill and the cabaret show were open. We’d not slept for 2 days so the cabaret was the last thing we wanted. Room service had to do which was good and fast but they forgot a main course. I had what was supposed to be a mojito in the sports bar which had to be returned. It was bitter and watery and un-drinkable. When I asked for a whiskey the barman asked what’s wrong with it - I told him politely (as others were listening) it’s not to my taste - he scowled at me. The buffet breakfast was good. Deep fried crispy bacon is amazing and I’ve never had scrambled egg so tasty. Ana the receptionist was lovely as were the bell boys and waiters. The pool looked really nice but we checked out early so we didn’t get a chance to try the rest of the facilities. Obviously this was a disappointing experience for us. I appreciate that they don’t get many guests staying 1 night and they close the restaurants to encourage guests to go to the show, so maybe it’s just our bad luck.
    Round Indicators
    Emily C London, United Kingdom. 11/14/2019 Couples

    “Honeymoon in Paradise!”

    We stayed at Royal Hideaway Playacar on our Honeymoon from 30th October for 9 nights and highly recommend this hotel! We booked after reading the great reviews and we cannot agree with them more. It is adults only, all inclusive and there really isn’t anything it does not include. From; room service, breakfast, lunch, pool side service (for drinks and snacks) and dinner, all meals were served A la Carte. There is two breakfast restaurants (the deck manager is extremely attentive and friendly and ensured all our needs were met), one lunch restaurant (plus pool service) and seven different dinner restaurants (which you book through your hotel block concierge)- our favourite restaurant was Palazzo. All the staff throughout the day/evening were extremely attentive, food was always hot and portion sizes were perfect. The rooms at the hotel are large with a super king size bed, a walk in wardrobe and a large shower/bath area. The amenities around the hotel were incredible and are included within the all inclusive. We played tennis and beach volleyball, went kayaking and snorkelling and there are several pools around the hotel. We spent most days by the Infinity pool which has views of the beach (although make sure you get down early for this pool as it can get busy). The entertainment staff deserve an exceptional mention for there great service and for the entertainment they provided us with during our stay. They really made our trip by constantly ensuring that we were having a great time and always involved us in the activities. Special mention must go to: Alfonso and Mercy who lead the beach volleyball and evening entertainment(Halloween and Circus show), Carlos for Aqua Gym and Stretching classes along with Jonathan for Aqua Gym classes also and Coco bingo around the pool! If you are looking for a relaxing getaway in paradise, with everything you could require within an all inclusive, then this is definitely the hotel to book! We cannot wait to come back and will definitely be recommending to all our friends and family!

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mrs. Emily, First of all for sharing your opinion with us, it is very pleasant to know that we will be part of such a wonderful moment with you, thank you for choosing us. 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
    tuulahn Madison, Ohio. 11/14/2019

    “Perfect!”

    Absolutely perfect, we had such a good time, five days of pure fun in the sun. We chose this all inclusive based on the reviews, no regrets, would love to go back soon. We had requested reservations(thank you Mr Lozano) for our dinners two weeks prior and also asked for a king bed and room on the highest floor (thank you Sonia ), everything was granted. The room was so clean, elegant, small pretty details that we appreciated. Balcony was great. The entire property is clean, views of the ocean breathtaking. Great place!

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Tuulahn, 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
    Tourist93040 Brighton, United Kingdom. 11/11/2019 Family

    “Fantastic visit - 2nd time and just as good......”

    I visited the Royal Hideaway previously and when we thought about where to travel to for my sisters special birthday it went on our short list. I’m so pleased that we decided to book again and arrived at the hotel on 29th October. Greeted by the porter we were taken into the comfortable air conditioned reception and offered champagne to get the trip started. This was welcomed and we relaxed whilst the reception staff organised our paperwork. I would say that the reception staff could have been more welcoming on arrival. All bags were taken to our rooms. We had contacted the hotel prior to arrival as we wanted to request a ground floor room due to a disability. We were given 2 rooms, one on the ground floor close to the pool and beach area which was fantastic and the 2nd in the block next door so both in brilliant locations, blocks 24 and 27. Each block has its own concierge who work between 9am and 5pm daily. They assist with restaurant bookings, excursions and general queries around the hotel and resort. We had Oscar and Gabriel and they were very friendly and helpful during our stay. All rooms come with a stocked mini fridge including waters, soft drinks and beers. They are stocked daily and if prefer some items rather than others they will accommodate these requests. They also provided crisps and nuts topped up daily. Whilst we were there we had a couple of treats in the room due to special event days. This included chocolate covered strawberries and chocolate skulls. They were welcomed surprises and very delicious. The beach and pool areas are well kept and there are plenty of sun beds available. If you want a sun-bed around the main affinity pool get up early as they are very popular. Towels are available from the towel station and the entertainment staff will always assist with these if need be. Sun beds have a 50 minute limit for non-use, this is great and if they are not used for a prolonged period of time they are released for others to use. The entertainment staff were very friendly. They assist with volleyball, pool bingo and other themed events during the afternoon. The morning water aerobics is a must especially if Carlos is taking the class he was fantastic and really got everyone moving! Mercy and Jonathan were also great. The 24 hour room service is a bonus, especially if you have been out for the day and don’t fancy dressing up. All restaurants are al la carte which is a nice touch, plus there is a theatre that offers a dinner show. The Azia is mainly Thai food and if you want private dining there are separate areas for this. You can also book a place at the chefs table for teppanyaki. The food menu was a good variety and the ambience was nice in the restaurant. The show dinner was good, but with only 1 option per course some of the food was wasted as you couldn’t choose the items to eat. It wasn’t to my taste so whilst I enjoyed the show, the menu wasn’t to my liking. The grill in terms of the menu was my favourite as I could have eaten many different dishes for starter, main and dessert. The only downside was that you eat at the restaurant for breakfast and lunch, so although it’s dressed up in the evening you end up eating in the same place for all 3 meals. Spices for dinner was my least favourite. No ambience and the dishes were not to my taste. I felt that the descriptions on the menu didn’t reflect the food you received. I also felt that the waiter was the least friendly in this restaurant. Ventanas was noted as Mediterranean cuisine, but I did not feel this was the case. The restaurant was lovely with a pianist available and the food was very tasty. Diago our waiter was very good and really helped us enjoy the meal. Palazzo was a good restaurant. Plenty of choices on the menu. We ate here twice and the only criticism on the 2nd occasion was being rushed to eat our meal. Before one of the members had finished their main, the other plates were already cleared in and menus for desserts had been handed out. The wait staff in some of the restaurants were exceptional and deserve a mention.....Christian the a Grill Manager was brilliant. He’s been at the hotel 20 years and his customer service is top notch. The way he treats his staff is amazing and his dedication was amazing to the customers. Carlos and Jorge at the Grill were also super nice and a pleasure to speak to. They were very personable and it was a pleasure to meet them. Louis by the pool was also amazing. During the day there were consistent staff members around the pools and on the beach offering drinks. A fantastic offering and something that sets the hotel apart from other hotels. The work so hard so deserve a mention. They could do with some towel bins to put used towels into, otherwise they are just left on\around the pool, beach and beds for the staff to collect at the end of the day. The gym and spa areas are great. The gym opens at 6am and there are plenty of stations. The steam room and sauna can be used from the changing rooms so an added bonus. Compared to last time we went to the hotel, a couple of things that weren’t an improvement included the afternoon tea. This was previously a traditional afternoon tea with cake stands including sandwiches, savoury and sweet desserts. This is what is also advertised on the website and this has been scaled back so was a disappointment and let the previous spark down. We also enjoyed fresh fruit and items by the pool, whilst the drinks were still flowing a plenty no special surprise and delight items were available. With the restaurants, on every occasion apart from 1 evening (excluding the show night) we arrived at the restaurant based on our reservation time and our table was never ready. We had to wait between 20 to 40 minutes to sit down and eat. This was disappointing. Upon checking out at the hotel we expected the reception staff to ask us about our stay and make sure that we were happy with everything. When we went to check out the lady was rude and sharp with us. I really think that the reception staff could learn from the waiting staff on how to speak to a customer. They had the opportunity to provide a lasting good impression of the hotel, but the service provided was less that satisfactory. Not to be asked if we enjoy our stay and to thank us for staying at the hotel is the basic conversation I would expect. This is a fabulous hotel, I would book again and recommend to anyone who asks. There are a few tweaks that can be made to bring the true magic back, but if you get the chance book and stay at this property. Excellent value for money!

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Guest, Thank you for taking the time to share your comments about your recent vacation with us. We strongly believe that there is always room for improvement and your comments will assist our team in their continuous efforts aimed at meeting our guests' expectations, therefore we greatly appreciate the time you took out of your day to share your constructive critics. 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

    • november 17 2019
    • Stockholm, Sweden
    • Couples

    431oc_anec

    “100 % YESSS. ”


    This is a GREAT resort. It was our first time at a all inclusive in Mexico and it didn’t disappoint. The rooms are comfy and lovely, concierge Michelle rocked, she made sure we were booked on every night at a different restaurant and made sure our stay was memorable (she even decorated the room for my bday). Food was exceptional for an all inclusive (all restaurant are pretty amazing apart from maybe the grill which is the one to avoid if you can) The staff was amazing, all the pool server boys work soooo hard to make sure people get what they want, the entertainment is great cause it’s not constant as well (few hours of aqua fitness and a bingo) Seriously overall I loved it (and I didn’t know what to expect in a resort like this) It’s quieter cause it’s an adult only resort which makes a different. HIGHLY recommended!!!!! I would go back in a heartbeat. Only thing to know is that excursions with the hotels are soooo expensive and so is the spa. You can def find better deals somewhere else! Thanks royal hideaway we loved it.


    EVALUATION

    Round Indicators

    • november 16 2019
    • Manchester, United Kingdom
    • Couples

    LordofKnutsford

    “Mixed feelings”


    Due to Thomas Cook flight cancellation we ended up travelling earlier than planned and needed accommodation for 1 night. We’d always wondered about this place due to its reputation of top notch food and now was the opportunity. The hotel is in a Spanish colonial style which is quaint. This shows its age but it’s actually in good condition. Our basic room had new bathroom taps and paint. We were very happy with it’s size and wouldn’t have minded an extended stay in this room. The air con vents blow directly onto the bed which was too strong for sleeping so it had to be turned off. We had no hot water at 5:00am so I had a cold shower. We still had no hot water at 08:30 so the wife had a cold shower. The balcony is small and completely shaded by dense undergrowth. No chance of catching any sun and we saw other balconies completely engulfed. I would expect mosquitoes would make those balconies unusable. We were really looking forward to dinner at one of the restaurants but the 3 best options were all closed! Only the grill and the cabaret show were open. We’d not slept for 2 days so the cabaret was the last thing we wanted. Room service had to do which was good and fast but they forgot a main course. I had what was supposed to be a mojito in the sports bar which had to be returned. It was bitter and watery and un-drinkable. When I asked for a whiskey the barman asked what’s wrong with it - I told him politely (as others were listening) it’s not to my taste - he scowled at me. The buffet breakfast was good. Deep fried crispy bacon is amazing and I’ve never had scrambled egg so tasty. Ana the receptionist was lovely as were the bell boys and waiters. The pool looked really nice but we checked out early so we didn’t get a chance to try the rest of the facilities. Obviously this was a disappointing experience for us. I appreciate that they don’t get many guests staying 1 night and they close the restaurants to encourage guests to go to the show, so maybe it’s just our bad luck.


    EVALUATION

    Round Indicators

    • november 14 2019
    • London, United Kingdom
    • Couples

    Emily C

    “Honeymoon in Paradise!”


    We stayed at Royal Hideaway Playacar on our Honeymoon from 30th October for 9 nights and highly recommend this hotel! We booked after reading the great reviews and we cannot agree with them more. It is adults only, all inclusive and there really isn’t anything it does not include. From; room service, breakfast, lunch, pool side service (for drinks and snacks) and dinner, all meals were served A la Carte. There is two breakfast restaurants (the deck manager is extremely attentive and friendly and ensured all our needs were met), one lunch restaurant (plus pool service) and seven different dinner restaurants (which you book through your hotel block concierge)- our favourite restaurant was Palazzo. All the staff throughout the day/evening were extremely attentive, food was always hot and portion sizes were perfect. The rooms at the hotel are large with a super king size bed, a walk in wardrobe and a large shower/bath area. The amenities around the hotel were incredible and are included within the all inclusive. We played tennis and beach volleyball, went kayaking and snorkelling and there are several pools around the hotel. We spent most days by the Infinity pool which has views of the beach (although make sure you get down early for this pool as it can get busy). The entertainment staff deserve an exceptional mention for there great service and for the entertainment they provided us with during our stay. They really made our trip by constantly ensuring that we were having a great time and always involved us in the activities. Special mention must go to: Alfonso and Mercy who lead the beach volleyball and evening entertainment(Halloween and Circus show), Carlos for Aqua Gym and Stretching classes along with Jonathan for Aqua Gym classes also and Coco bingo around the pool! If you are looking for a relaxing getaway in paradise, with everything you could require within an all inclusive, then this is definitely the hotel to book! We cannot wait to come back and will definitely be recommending to all our friends and family!


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mrs. Emily, First of all for sharing your opinion with us, it is very pleasant to know that we will be part of such a wonderful moment with you, thank you for choosing us. 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

    • november 14 2019
    • Madison, Ohio

    tuulahn

    “Perfect!”


    Absolutely perfect, we had such a good time, five days of pure fun in the sun. We chose this all inclusive based on the reviews, no regrets, would love to go back soon. We had requested reservations(thank you Mr Lozano) for our dinners two weeks prior and also asked for a king bed and room on the highest floor (thank you Sonia ), everything was granted. The room was so clean, elegant, small pretty details that we appreciated. Balcony was great. The entire property is clean, views of the ocean breathtaking. Great place!


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

    • november 11 2019
    • Brighton, United Kingdom
    • Family

    Tourist93040

    “Fantastic visit - 2nd time and just as good......”


    I visited the Royal Hideaway previously and when we thought about where to travel to for my sisters special birthday it went on our short list. I’m so pleased that we decided to book again and arrived at the hotel on 29th October. Greeted by the porter we were taken into the comfortable air conditioned reception and offered champagne to get the trip started. This was welcomed and we relaxed whilst the reception staff organised our paperwork. I would say that the reception staff could have been more welcoming on arrival. All bags were taken to our rooms. We had contacted the hotel prior to arrival as we wanted to request a ground floor room due to a disability. We were given 2 rooms, one on the ground floor close to the pool and beach area which was fantastic and the 2nd in the block next door so both in brilliant locations, blocks 24 and 27. Each block has its own concierge who work between 9am and 5pm daily. They assist with restaurant bookings, excursions and general queries around the hotel and resort. We had Oscar and Gabriel and they were very friendly and helpful during our stay. All rooms come with a stocked mini fridge including waters, soft drinks and beers. They are stocked daily and if prefer some items rather than others they will accommodate these requests. They also provided crisps and nuts topped up daily. Whilst we were there we had a couple of treats in the room due to special event days. This included chocolate covered strawberries and chocolate skulls. They were welcomed surprises and very delicious. The beach and pool areas are well kept and there are plenty of sun beds available. If you want a sun-bed around the main affinity pool get up early as they are very popular. Towels are available from the towel station and the entertainment staff will always assist with these if need be. Sun beds have a 50 minute limit for non-use, this is great and if they are not used for a prolonged period of time they are released for others to use. The entertainment staff were very friendly. They assist with volleyball, pool bingo and other themed events during the afternoon. The morning water aerobics is a must especially if Carlos is taking the class he was fantastic and really got everyone moving! Mercy and Jonathan were also great. The 24 hour room service is a bonus, especially if you have been out for the day and don’t fancy dressing up. All restaurants are al la carte which is a nice touch, plus there is a theatre that offers a dinner show. The Azia is mainly Thai food and if you want private dining there are separate areas for this. You can also book a place at the chefs table for teppanyaki. The food menu was a good variety and the ambience was nice in the restaurant. The show dinner was good, but with only 1 option per course some of the food was wasted as you couldn’t choose the items to eat. It wasn’t to my taste so whilst I enjoyed the show, the menu wasn’t to my liking. The grill in terms of the menu was my favourite as I could have eaten many different dishes for starter, main and dessert. The only downside was that you eat at the restaurant for breakfast and lunch, so although it’s dressed up in the evening you end up eating in the same place for all 3 meals. Spices for dinner was my least favourite. No ambience and the dishes were not to my taste. I felt that the descriptions on the menu didn’t reflect the food you received. I also felt that the waiter was the least friendly in this restaurant. Ventanas was noted as Mediterranean cuisine, but I did not feel this was the case. The restaurant was lovely with a pianist available and the food was very tasty. Diago our waiter was very good and really helped us enjoy the meal. Palazzo was a good restaurant. Plenty of choices on the menu. We ate here twice and the only criticism on the 2nd occasion was being rushed to eat our meal. Before one of the members had finished their main, the other plates were already cleared in and menus for desserts had been handed out. The wait staff in some of the restaurants were exceptional and deserve a mention.....Christian the a Grill Manager was brilliant. He’s been at the hotel 20 years and his customer service is top notch. The way he treats his staff is amazing and his dedication was amazing to the customers. Carlos and Jorge at the Grill were also super nice and a pleasure to speak to. They were very personable and it was a pleasure to meet them. Louis by the pool was also amazing. During the day there were consistent staff members around the pools and on the beach offering drinks. A fantastic offering and something that sets the hotel apart from other hotels. The work so hard so deserve a mention. They could do with some towel bins to put used towels into, otherwise they are just left on\around the pool, beach and beds for the staff to collect at the end of the day. The gym and spa areas are great. The gym opens at 6am and there are plenty of stations. The steam room and sauna can be used from the changing rooms so an added bonus. Compared to last time we went to the hotel, a couple of things that weren’t an improvement included the afternoon tea. This was previously a traditional afternoon tea with cake stands including sandwiches, savoury and sweet desserts. This is what is also advertised on the website and this has been scaled back so was a disappointment and let the previous spark down. We also enjoyed fresh fruit and items by the pool, whilst the drinks were still flowing a plenty no special surprise and delight items were available. With the restaurants, on every occasion apart from 1 evening (excluding the show night) we arrived at the restaurant based on our reservation time and our table was never ready. We had to wait between 20 to 40 minutes to sit down and eat. This was disappointing. Upon checking out at the hotel we expected the reception staff to ask us about our stay and make sure that we were happy with everything. When we went to check out the lady was rude and sharp with us. I really think that the reception staff could learn from the waiting staff on how to speak to a customer. They had the opportunity to provide a lasting good impression of the hotel, but the service provided was less that satisfactory. Not to be asked if we enjoy our stay and to thank us for staying at the hotel is the basic conversation I would expect. This is a fabulous hotel, I would book again and recommend to anyone who asks. There are a few tweaks that can be made to bring the true magic back, but if you get the chance book and stay at this property. Excellent value for money!


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Guest, Thank you for taking the time to share your comments about your recent vacation with us. We strongly believe that there is always room for improvement and your comments will assist our team in their continuous efforts aimed at meeting our guests' expectations, therefore we greatly appreciate the time you took out of your day to share your constructive critics. 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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