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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
| 6536 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

72% Complete

4761

Very good

16% Complete

1100

Average

5% Complete

388

Poor

2% Complete

177

Very poor

1% Complete

110

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    Round Indicators
    Dan_From_NYC New York City, New York. 12/05/2019

    “Not Coming Again”

    What I liked: Nice beach, cozy small hotel and a nice setting. What I did not like: No buffets, no swim up bars, and no straws to enjoy my frozen pina calada. Why two stars: Service.... it is all about the service. We were a group of 8 that stay there for 4 nights. Every evening we had to fight to get a reservation at a decent hour, like 7:30 or 8. Remember, there is no buffet so dinner is available only at the restaurant. And then we you do get it, it took forever to get out. We spent 3-4 hours at restaurants every evening because everything is sooooo slowwww. 30 minutes to sit you down, 1 hr to take your order, another 1 hr to serve and hopefully not screw it up. We all very pretty frustrated about the slowness in restaurants and the amount of time we spent there. I also had moth in my room, lots of them. And the air conditioner was as loud as a tractor so I had to turn it off every night. Thankfully it was end of November and it was not 100 degrees outside. I did mention it to the concierge but nothing was done about it. I just did not feel like fighting anymore and wanted to enjoy my vacation. I did not feel like the management gave a crap about their guests and every demand was pushed back on hard. Some waiters and barmen were great though.
    Round Indicators
    Kckarlin Thornton, Colorado. 12/04/2019 Couples

    “Paradise Found”

    Just got back from Royal Hideaway in Playacar and cannot say enough great things about it. We loved the smaller size of the resort, and how accessible everything was. From the moment Marcos (bellman) greeted us we felt at home. The grounds are beautiful and well maintained. No sterile modern buildings here....very colonial feel to the beautiful villas. The only bad thing I can say about the villas is that the doors are self closing and tend to slam, unless you catch it (our neighbors didn't). The restaurants are all good, and some great! The buffets for breakfast weren't overwhelming, and had wonderful fresh fruit and traditional Mexican dishes, as well as an omelette/egg bar. Our favorite waiter was Oscar, and he was fun and so friendly! Lunch at The Deck was good, with easy lunch choices on the menu. The lunch menu at Spices was terrific....the shrimp tacos and beef tacos were delicious!! The view from the outside seating at Spices is not to be missed. Dinner requires reservations at all the restaurants. Your building concierge helps with that. Our favorites were Las Ventanas and Pallazo for formal dining, and The Grill for less formal. The food at Las Ventanas and Palazzo is exceptional! Angel was our waiter at Las Ventanas, and he was so excited to describe the food we ordered... he'll probably be a chef someday. I have to disagree with several other people who reviewed The Grill who mentioned fatty steak.....this is a country with different ways of raising and preparing meat...the expectation that you will get an American style cut is misplaced. The food at The Grill was good. Hector is the manager of The Grill and does a professional, friendly service. We were not as impressed with Azia or Spices (for dinner). They weren't bad, just not excellent, as were the others. The drinks were just strong enough, and the service terrific! Jose and Eddie at the Deck bar were fun and did a great job! Genaro EK and Daniel were our favorite beach waiters, who kept us from getting thirsty. I'm not sure how they carry those trays one handed through the sand!! Mad skills!! The room was beautiful, comfortable, clean and was a great place to relax. Our patio is where we would end each night with a drink and that Caribbean breeze. There are a couple of people at the resort who I want to give a special shout out.....Abigail in reservations and Oscar at The Deck restaurant at breakfast and lunch. They are excellent at their jobs and go above and beyond.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mr. Kckarlin, 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
    580LisaB Marlow, United Kingdom. 12/04/2019 Friends getaway

    “Some good points!”

    The positives; Great beach Great service around the pool Great service in The Deck especially at breakfast. Food was overall very good. The negatives; Reception staff are very unhelpful. Issues with room that took days to resolve. Lack of communication ( see above) Reserving sun beds at 6.30am! Totally ridiculous in a hotel of that supposed standard! Some of the evening entertainment was only on for 45 minutes. No atmosphere in any of the restaurants. The only bar smelt of damp and was too brightly lit, again no atmosphere. We didn’t have a concierge once at our villa despite being led to believe that each villa had one. Such a shame as the location is good & the beach is lovely. Most of the staff were very friendly & helpful. There is obviously management issues, such a shame too to never see a manager wandering around.

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

    Round Indicators
    968sonnyt 12/04/2019

    “Second Stay at this Resort”

    We enjoyed very much our 2nd stay at this resort, clean room, great food and exellent services from all staff. We get to know Alfonso Montalvo (Entertainment) well and had many fun convo with him. Carlos-Bell man was just so friendly and happy at his job. We received exellent and attentive service from Jorge at ervery breakfast and lunch. You can order room service 24/7. The food was very good but a little salty for my preference but my husband loved it. Great option for couples looking for relaxation and quiet time.

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mrs. Sonny, 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
    Astolle25 12/02/2019 Family

    “Excellent bar service and wait staff”

    I was just there with my husband and family and just wanted to point out a few bartenders that really stood out to us. First Gonzo and David were absolutely wonderful!!! Could not have asked for better night bartenders so attentive and outgoing. Also Hiram was so knowledgeable and personable! My husband and him could talk for hours about drinks!! Our server at ventana Elias was very sweet he remember us and always asked how we were. Lastly Jesus our pool side server was wonderful always bringing us our drinks right when they were wanted even without asking sometimes!! Loved our service there thank you all sooo much!! Miss fonsi and David already!!

    Community M, Gerente at Royal Hideaway Playacar, responded to this review
     Dear Mr. Astolle, 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

    • december 5 2019
    • New York City, New York

    Dan_From_NYC

    “Not Coming Again”


    What I liked: Nice beach, cozy small hotel and a nice setting. What I did not like: No buffets, no swim up bars, and no straws to enjoy my frozen pina calada. Why two stars: Service.... it is all about the service. We were a group of 8 that stay there for 4 nights. Every evening we had to fight to get a reservation at a decent hour, like 7:30 or 8. Remember, there is no buffet so dinner is available only at the restaurant. And then we you do get it, it took forever to get out. We spent 3-4 hours at restaurants every evening because everything is sooooo slowwww. 30 minutes to sit you down, 1 hr to take your order, another 1 hr to serve and hopefully not screw it up. We all very pretty frustrated about the slowness in restaurants and the amount of time we spent there. I also had moth in my room, lots of them. And the air conditioner was as loud as a tractor so I had to turn it off every night. Thankfully it was end of November and it was not 100 degrees outside. I did mention it to the concierge but nothing was done about it. I just did not feel like fighting anymore and wanted to enjoy my vacation. I did not feel like the management gave a crap about their guests and every demand was pushed back on hard. Some waiters and barmen were great though.


    EVALUATION

    Round Indicators

    • december 4 2019
    • Thornton, Colorado
    • Couples

    Kckarlin

    “Paradise Found”


    Just got back from Royal Hideaway in Playacar and cannot say enough great things about it. We loved the smaller size of the resort, and how accessible everything was. From the moment Marcos (bellman) greeted us we felt at home. The grounds are beautiful and well maintained. No sterile modern buildings here....very colonial feel to the beautiful villas. The only bad thing I can say about the villas is that the doors are self closing and tend to slam, unless you catch it (our neighbors didn't). The restaurants are all good, and some great! The buffets for breakfast weren't overwhelming, and had wonderful fresh fruit and traditional Mexican dishes, as well as an omelette/egg bar. Our favorite waiter was Oscar, and he was fun and so friendly! Lunch at The Deck was good, with easy lunch choices on the menu. The lunch menu at Spices was terrific....the shrimp tacos and beef tacos were delicious!! The view from the outside seating at Spices is not to be missed. Dinner requires reservations at all the restaurants. Your building concierge helps with that. Our favorites were Las Ventanas and Pallazo for formal dining, and The Grill for less formal. The food at Las Ventanas and Palazzo is exceptional! Angel was our waiter at Las Ventanas, and he was so excited to describe the food we ordered... he'll probably be a chef someday. I have to disagree with several other people who reviewed The Grill who mentioned fatty steak.....this is a country with different ways of raising and preparing meat...the expectation that you will get an American style cut is misplaced. The food at The Grill was good. Hector is the manager of The Grill and does a professional, friendly service. We were not as impressed with Azia or Spices (for dinner). They weren't bad, just not excellent, as were the others. The drinks were just strong enough, and the service terrific! Jose and Eddie at the Deck bar were fun and did a great job! Genaro EK and Daniel were our favorite beach waiters, who kept us from getting thirsty. I'm not sure how they carry those trays one handed through the sand!! Mad skills!! The room was beautiful, comfortable, clean and was a great place to relax. Our patio is where we would end each night with a drink and that Caribbean breeze. There are a couple of people at the resort who I want to give a special shout out.....Abigail in reservations and Oscar at The Deck restaurant at breakfast and lunch. They are excellent at their jobs and go above and beyond.


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mr. Kckarlin, 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

    • december 4 2019
    • Marlow, United Kingdom
    • Friends getaway

    580LisaB

    “Some good points!”


    The positives; Great beach Great service around the pool Great service in The Deck especially at breakfast. Food was overall very good. The negatives; Reception staff are very unhelpful. Issues with room that took days to resolve. Lack of communication ( see above) Reserving sun beds at 6.30am! Totally ridiculous in a hotel of that supposed standard! Some of the evening entertainment was only on for 45 minutes. No atmosphere in any of the restaurants. The only bar smelt of damp and was too brightly lit, again no atmosphere. We didn’t have a concierge once at our villa despite being led to believe that each villa had one. Such a shame as the location is good & the beach is lovely. Most of the staff were very friendly & helpful. There is obviously management issues, such a shame too to never see a manager wandering around.


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

    • december 4 2019

    968sonnyt

    “Second Stay at this Resort”


    We enjoyed very much our 2nd stay at this resort, clean room, great food and exellent services from all staff. We get to know Alfonso Montalvo (Entertainment) well and had many fun convo with him. Carlos-Bell man was just so friendly and happy at his job. We received exellent and attentive service from Jorge at ervery breakfast and lunch. You can order room service 24/7. The food was very good but a little salty for my preference but my husband loved it. Great option for couples looking for relaxation and quiet time.


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

    • december 2 2019
    • Family

    Astolle25

    “Excellent bar service and wait staff”


    I was just there with my husband and family and just wanted to point out a few bartenders that really stood out to us. First Gonzo and David were absolutely wonderful!!! Could not have asked for better night bartenders so attentive and outgoing. Also Hiram was so knowledgeable and personable! My husband and him could talk for hours about drinks!! Our server at ventana Elias was very sweet he remember us and always asked how we were. Lastly Jesus our pool side server was wonderful always bringing us our drinks right when they were wanted even without asking sometimes!! Loved our service there thank you all sooo much!! Miss fonsi and David already!!


    Community M, Gerente at Royal Hideaway Playacar, responded to this review
    Dear Mr. Astolle, 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!

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