Royal Hideaway Playacar

It has been a week since we left this hotel, and unfortunately, we will remember this vacation for a long time… for all the wrong reasons. I have never experienced so many issues in a hotel presented as “luxury”: a green and unusable swimming pool, or one you could use at the risk of ending up with yellow swimsuits, with absolutely no assistance or compensation from the hotel. The service was incredibly slow. It is simply unacceptable given the price we paid for 10 days. The restaurants were also extremely disappointing: terrible service, disgraceful wine, with some restaurants closed on a rotating basis and sometimes for several days, with no compensation whatsoever on the price of the stay. On top of all this, there was a major water leak in our room, forcing us to change rooms in the middle of our stay. After discussing the situation with management, we eventually agreed to leave 3 days early, with a refund for the remaining 3 nights. A document was signed, and a copy was given to us. And since then? Absolutely no news for a week, despite sending a follow-up email. No specific amount, no clear timeframe. We were told that the refund would take 20 to 30 days from our departure, but without being given any indication of the amount… Quite surprising when our payment, on the other hand, was taken immediately. We therefore strongly advise against staying at this hotel. Based on our experience, the level of luxury advertised is very far from reality. We are still waiting for our refund and for a response to our attempts to contact the hotel!

We are repeat guests at Royal Hideaway and some of the reasons we return are the quality and longevity of the resort staff that truly care about your stay. The quality of the resort accomodations and the restaurants set a high bar that is exceeded. We will be back and enjoy our trip.

Excellent! Already planning our next trip. Everything from the moment we walked in everything was taken care of. We felt comfortable and enjoyed the peace and quiet, as well as having fun and making new friends at the pool.

Great experience from the very beginning! The location is in the heart of Playacar, with a nice, private beach. There is also a local, small plaza that’s 2 min walk away with Starbucks, pharmacy, and 7/11 for extra snacks. The bellboy dropped off our luggage’s to the room while we checked in. We were greeted by Rosy at reception and she was so nice :). Everything else in between, including room service, response to housekeeping, etc was efficient and everyone was easy to deal with. Guest laundry is available at extra cost. Note there is also an environmental fee added to your stay. It was a bachelorette trip with my friends so I’d also like to give a big shoutout to Sucel, who made our bachelorette decorations come to life! Also, I’d highly recommend checking out their spa, as that area also has a private pool. Their spa also includes a sauna, steam room, and showers. 10/10 would come back to this resort again!

We had an absolutely amazing stay at Royal Hideaway Playacar! From the beautiful resort and incredible beach to the excellent food and outstanding service, everything made for an unforgettable vacation. A special shoutout to Brandon and Alexa, who made our time by the pool so much fun! Their poolside activities brought such great energy to the resort. They were friendly, engaging, and did an amazing job getting everyone involved. They truly made our pool days some of the highlights of our trip! We also want to give a huge thank-you to Alberto, our concierge, who was absolutely amazing. He was incredibly helpful, attentive, and always went above and beyond to make sure everything was taken care of. His attention to detail made our stay even more relaxing and enjoyable. Another big thank-you to Luis and Jorge, our poolside waitstaff. They provided fantastic service and were always friendly, attentive, and quick to make sure we had everything we needed. They made relaxing by the pool even better and always did it with a smile. And a special thank-you to Wilson at Ventanas! He was an outstanding waiter who provided excellent service and made our dining experience even more enjoyable. His friendliness, attentiveness, and attention to detail really stood out. The entire staff made us feel welcomed and truly cared for throughout our stay. The resort is beautiful, the atmosphere is relaxing, and the service is exceptional. We highly recommend Royal Hideaway Playacar and would absolutely come back. Brandon, Alexa, Alberto, Luis, Jorge, and Wilson were a huge part of what made our vacation so memorable. Thank you all for an incredible experience!