Royal Hideaway Playacar

Very good overall. Should consider disability railing additions 0n stairs in Club Royal and Hot tub near bldg 26. Fix transportation problems to and from airport. Everyone we talked to was unhappy with Nexus including your staff.

I’ve never stayed anywhere like this before! It was paradise! Check in was easy, our room was beautiful and so big! We stayed for five nights and it was so relaxing. The pools were great. The food was delicious. The evening entertainment was also good. There’s a few things that were a bit “huh?” But nothing that made it less than 5/5 for me. The rooms need to have clearer descriptions on the website. We booked a room with a luxury relax pool, which I think was the bath, as we were not near any outdoor pools. Our room was amazing and it wasn’t a problem in the end, but better descriptions would have helped. We were really worried about having to book meals so contacted the hotel in advance. To be honest, we really didn’t need to do that. It was fine. I don’t know if that would be the same at busier times of the year. On one of the days, one of the pools was out of order but no one put any signs out so it was up to guests to tell other guests not to go in, so that was a bit awkward. The pools have a lot of group activities so it’s not always the quietest. It’s just something to be aware of, and the sign that you can’t hog recliners is ignored, which is a bit annoying but I think that’s the same at most places. I would stay here again. It was beautiful, the sea was great to swim in, staff were very friendly. A proper relaxing break!

Currently at the Royal Hideaway. This is my 6th trip here since 2017. I booked my 14 night stay nearly 6 months ago on the Barcelo web site, purchased full price 2 people with the site’s guarantee that if a discounted price is found before stay they will match it . They will not ! They referred me to resort who referred me back to Barcelo and you can see what that would look like . My private transfer through Barcelona tours to get here was fine . The room is not what I paid for or asked for . I paid for relax pool , I wanted an upper floor , quiet overlooking the relax pools . I got ground floor directly in the walking paths zero privacy or quiet . Showers are hit and miss , sometimes there is hot water sometimes freezing and impossible to have temperate it goes from scalding you to freezing . Room has smelt like sewage . I hate the room , and when I have asked to be changed I have been told 4 times now we will get back to you …. Dead silence ! Food and drinks are ok not as good as I have had but ok . First two nights here unable to get dinner reservations , had to do room service and two nights in a row I could not have the tuna I asked for they didn’t have it . At the bar I wanted a drink with passion fruit I had one then we don’t have any more . Forget getting up early and getting a pooo side chair they are all reserved ! Pop woke Don’t show up all day but you still can’t use chairs , I was told it was for frequent visitors ???!!! Wow ! This morning towels that are supposed to be available as of 7 am were available at 10:15 . My room is for a mobility challenged individual and I have no bath tub ! Which is one of my pleasures and not what I wanted . And to add insult to injury you will pay in your stay concierge service but guess what most buildings do not have one anymore . When I checked in I was told to make my reservations with my concierge , all the while knowing they put me in a building without one !!! I asked to be close to the beach I couldn’t be further . All in all it’s not a great experience . Most of the staff however is wonderful they make up for some of the unpleasantness. I have 3 weeks booked in November 2026 in a sunshine room and now I am really thinking I will spend my money somewhere else I am not going through this again. When I was here in November 2024 they unceremoniously and without warning kicked us of the grounds at 3pm for an incoming “risqué “ group . No alternatives given to us , just get out and go wherever . So you can see that I did give them a chance to do better and here I am again very disappointed in my experience .

This was our 4th visit to this hotel and once again we look forward to our next visit. The hotel meets all of our expectations in every respect. The hotel is relatively small, has a magnificent beach, two main swimming pools and five restaurants. This hotel is adults only and offers tranquility for those who prefer some quiet and a variety of activities for those who like to have busy fun. The real attraction of this resort is the staff who without exception go out of their way to be helpful and considerate. For example, Ricky Roca, our concierge not only made our restaurant reservations but seemed to anticipate our requests before we even mentioned them. Ricky gave us great advice and made certain we always had the service we wanted. Around the pool the drink service is excellent (and food if you want it) also Heny was always there to make certain we were comfortable. Service in all of the restaurants was outstanding. The food and beverage manager, Rocia, was a ball of energy ready to help out wherever she could. In the Ventanas restaurant, Wilson, actually got a beverage w wanted by getting another waiter to get it from another restaurant. Amazing service. On checking out, once again great service from the front desk who joked that his last name was Mile and would go the extra mile to keep customers coming back. Apologies to all of the wonderful staff who made our vacation so special that I failed to mention.

The best food I have had at any resort in Mexico. Fair pricing. Older, sedate crowd kind of resort and needs an update at some point but the food and drinks and super kind staff made up for that. Only 1 poor experience with the hostess at breakfast at Spices who was super rude both times we tried to go there. Some heated pool options was great since it was high 60's a few days. They need a cafe/coffee shop option it was literally difficult to get coffee in the mornings. They have shades for the beach chairs which was lovely and we walked to Playa del carmen several times which is a beautiful walk on the beach. We loved this stay