My Fiance and I just returned from a week at Royal Hideaway and wanted to share our experience. Overall we had a great time and met some amazing people but the resort itself has many short comings. As soon as we walked into our room we noticed the door did not close completely and we could not get it to lock. We immediately called the front desk and they sent someone to try to fix it. We were unable to shower or change while they were trying to fix the door. After 20 minutes of sitting there with the maintenance worker my Fiancé grabbed the concierge and she told us they would need another 30 minutes to fix it but if we wanted to shower and stuff we could just place the “do not disturb” sign on our door and no one will come in. We explained we were not worried about staff members entering our room but other hotel guests who may have had too much to drink and mistakenly walk into our room thinking it is theirs as the door would not latch and anyone from the outside could come in. We were then thankfully moved to the open room next door. Then there is everyone’s main concern, the A/C. Our room and a lot of other guests that we were talking to had issues with it. We tried the tips of keeping the bathroom doors closed and it helped a bit but not enough to where we could comfortably be in the room relaxing or sleeping. Even some restaurants were very hot making it difficult to enjoy our meals. Our mini fridge did not keep anything cold, it seemed to be emitting heat. The hair dryer was broken and it took 3 days to get a new one. The phone in our room did not work either and we mentioned it to our concierge but nothing was done about it. Without a phone it’s difficult to order room service or anything. One night, we had reservations at Azia for 7:30pm booked by our concierge a week before we arrived. So, at 7:30 we get to the restaurant and all the lights are off and no one is inside, we then found out it is closed. We immediately go to the front desk to see what it is going on and what we could do for dinner. The head of the front desk staff and manager on duty told us we could wait until 9pm as that is the only time they can get us in at another restaurant. We explained we hadn’t eaten since 2 as we were preparing for our dinner at 7:30pm. They then told us we could go back to our room and order from a menu of any of the restaurants and eat the meal in our room. We explained how that would not be ideal for us either as we got dressed up expecting to be able to sit at a restaurant and the room is very hot and we would not be able to enjoy sitting in there eating our meal. They then were able to get us into the grill at 8:30pm and we were very grateful for that. We understand that things can happen we just wish we were made aware that the restaurant was going to be closed instead of having to find out ourselves at the time of our reservation. The food at Palazzo and Ventanas was amazing and the food at the other restaurants were ok. The service and entertainment teams were amazing! We had great drink service on the pool and beach and loved participating in the daily activities that the entertainment team put on. Overall, we still made the best of it but will most likely not return or recommend this resort to others in its current state.

This is our 2nd visit to the Royal Hideaway Playacar. We were here a year ago and had a great experience and decided to come again. We are 4 days into our trip and I’m sorry we are here. We have been fortunate until last night that our AC worked in our room. Last night it was hot. I’ve let them know about our room smelling like a sewar and it’s coming from the AC. Other guests that I’ve spoken to have had similar experiences and have been moved several times to other rooms with AC issues. It seems the resort is having major AC issues in both rooms and restaurants and eating in a hot restaurant is the last thing I want to do on my vacation. I can overlook a lot of small things but AC issues are not acceptable. If you are planning to visit in the near future think about another hotel until the AC issues are resolved. I don’t make that statement lightly because the pools and beach are spectacular. The resort staff are excellent and doing their best under circumstances they have no control of.

Every aspect is thought of. This is your place to indulge, slow down, unwind and allow your self to be catered too. Wear your beautiful clothes, your floppy hats and best sunglasses. It’s the place to enjoy beauty in all shapes and forms.

Overall was a fantastic resort and the perfect getaway. Evening entertainment is lacking and the only reason that we would hesitate to go back

My husband and I returned from a 6 night stay at Royal Hideaway Playa Del Carmen. The pool and beach front were beautiful! Staff was very polite. The AC doesn’t work properly throughout the property. The coolest our room got was 76 degrees. There are no AC vents in the bathroom, so the bathroom is 10-15 degrees warmer as it holds the humidity from the shower and your high room temperature. Dinner dress code for men is pants and a collared shirt. The restaurant temperatures were just as warm as the rooms. This seems to be a theme as it was discussed by many throughout the resort. We will not return to this resort as the AC is a dealbreaker.