Royal Hideaway Playacar

I was recommended this resort by my travel agent. I usually give great reviews to most resorts I go to. Unfortunately, I do not recommend this resort to anyone until they make serious improvement on the service. Bottom line, you constantly wait for everything and it starts at check in. Then, for coffee or milk in the morning, or ustensiles, to get seated at the buffet for breakfast and lunch (wait up to 45 minutes) or for refill of beach towels, any basic stuff you normally have, you don't. Basically, the problem is a lack of staff, and the staff of floor are overwhelmed and disorganized. Too many people for what they can handle. So people get really upset and annoyed for waiting this much for everything that causes bad ambiance. It is unfortunate, because it is indeed a beautiful place. Too many stairs everywhere for older people, poor entertainment during evening. Restaurants a la carte are really nice and great service and cleanliness on site and in rooms.

My wife and I visited the Royal Hideaway in Playacar to celebrate our anniversary. The general level of service is excellent, but I want mention the manager of The Grill, Carlos for arranging a special dinner for our anniversary. This is our second trip to the Royal Hideaway, and we are looking forward to our next visit.

Four of us were here from Feb/14 to Feb/21, all of us loved it! Gounds and buildings are kept in amazing condition. My wife and I travel twice every winter and we found the food overall the best we've ever had. Staff are wonderful! If you want a small adults only experience you have to try this place. By day three we all said that this would be a repeat place for us. I challenge anyone who is down to earth and not a snob to find any major fault with this Hotel. The place is kept spotless and Staff are willing to help you enjoy your stay if you respect them!!! Great quality food and booze. Go just to try all the soups, so tasty! Anyone who cuts this place up should bring their own personal servant. THANKS TO ALL THE STAFF, see you again!

A good choice of restaurants at the resort. A well-maintained resort with very comfortable guest rooms that were well-maintained during the entire stay.

Reviews are very subjective for Cancun and Riviera Maya coast. "Compared to what?" is always a question. Dozens of resorts, all different offerings at all different price points. So unless you've been to them all, or least many of them comparisons are difficult. Having said that here's my review based on our last 12 days here. We've come many times in the past. This AI adults only resort has the most beautiful scenic setting we've seen. The mood, architecture and vibe is more like Key West than a Mexican resort. It is quiet, laid back and has a gentile elegance. While there are 6 pools, the main two pools are within a minute walk to the sandy beach and The Grill breakfast and lunch buffets. The pools have padded lounge chairs and umbrellas. The beach chairs are vinyl with pop up coverings if you want. Drink and food service is available poolside and at the beach. There is a second floor restaurant, SPICES, also poolside that offers Breakfast, Lunch and Dinner a la carte. There are pool and beach activities all day (nothing too crazy) such as bingo, water aerobics and volleyball. Alexis, Mariana, and Eduardo are magnificent organizers of these activities and music. Oscar is fantastic in the mornings helping with towels and your umbrella. This indeed is where the majority of guests spend their day. There are smaller private pools around the resort and at the spa but most are shaded. The main building complex is at the front of the resort. That is where you have the main lobby, spa, fitness center, 3 restaurants, and theater. Tennis and Pickleball courts are also in the front. The rooms themselves are large but very dated. So nothing modern or new here. You may find issues with AC or hot/cold water but the staff is very accommodating to resolve. All of the rooms will someday require an 100% makeover. But we spend very little time in the room so those issues, while annoying, did not detract too much from our stay. What's also unique about the resort is that it is in a quiet, safe, residential gated community. Across the street are shops, pharmacy, a restaurant and the like. People walking and riding bikes everywhere. So in summary where this resort shines most is the great service and staff, small comfortable Key West vibe, stunning views from the main pool area, and generally very good food and nice upscale liqueur. Indeed the rooms themselves need a major refresh but I believe the price reflects that.