Royal Hideaway Playacar

We loved our stay at Royal Hideaway Playacar. All of the staff were extremely friendly. Our concierge, Daniel was so nice and helpful. Our room was nice. The only con is the shower temperature changes fron hot to really cold. Our daily breakfast with mimosas over looking the beach was my favorite part of the day. It's hard to get chairs at the pool so we went to one of the "relaxing pools" a few times. It's quiet and almost private, very nice and relaxing. Daniel made all of our dinner reservations. Most of them were made for the next night. We ate dinner at the Italian, Mexican, Mediterranean restaurants and the steak house. All were very good 😋. Much better than your typical all inclusive dinners. We took a taxi to Fifth Ave. It was $10.00 and took about 5 minutes. There's a shopping area across from the resort. We bought all of our souvenirs there and listened to a rock band one night. This was our first visit to Playa Del Carmen. We loved it! When we come back, we will definitely be staying here again.

From the check in the property looked beautiful. Then we found out the luxury relaxing pool VIEW we payed for was on the 3rd floor with no elevator! We requested an accessible room so to medical issues and were stuck in a corner looking at a dirt hill (but it was close to the relaxing pool so management didn’t care). There are only 2 bars outside of restaurants at opposite ends of the property (no pool service have to get out and walk to get drink). The service at all restaurants extremely slow over 1 hr wait on food! The portion sizes were small ended up ordering room service in addition most nights. Since day one AC would not go below 71f so maintenance came every day to adjust something that didn’t help On wife’s birthday after dinner and the show came back to a flooded villa! Stepped in and I’m guessing after one of their adjustments they clogged a drain hose because it was down pouring from the ceiling onto suitcase and clothes. Their make up for all the inconveniences was sending another bottle of the free sparkling wine also stated as a (day late) birthday gift! Never have I EVER wanted a vacation to end so bad I’d rather go home and come back to the trusted dependable EXCELLENCE brand instead!

Although slightly dated, the hotel and room were very clean, staff were excellent in the service given in all areas, genuinely wanting you to enjoy your stay. Food was very good in the variety of restaurants but service in some was very slow, did have to complain at one where food was served Luke warm. Pool area good but not enough loungers, many reserved for repeat guests and then not used. Room was well equipped and cleaned daily,

The property is small, set out in multiple 2 or 3 story villa type buildings. The rooms are tired, and the air conditioning in our room couldn't get below 23.5 Celcius despite multiple calls to maintenance. Quite frankly they likely just need to do a full HVAC overhaul as we didn't find the lobby or restaurants to be overly cool either. The property is beautiful, and the Playacar area is nice to walk around with amenities across the street (pharmacy, gym, trinket shops, Starbucks and 7-11). We stayed in a sunrise room, which was more expensive than the royal view room, but did not see the value in it based on the air conditioning issues, and need for a renovation. The staff are excellent around the pool and in the restaurants. The food was good at the a la cartes - we did not do the buffet for breakfast or lunch.

We really enjoy RHP. We are repeat guests and on this occasion we encountered a brief medical scare and the response from the staff was superior. Within 10 minutes a doctor was onsite. The staff all responded in a prompt, calm manner and we felt very taken care of. Special mention to David from the security department, our concierge David, medical staff Oswaldo & Gerardo as well as staff at The Deck restaurant. We were so grateful for their level of care and concern....on the beach Eduardo always greets us with a pleasant smile and repeatedly checks in on us. Truly it's the staff, beach and beautiful grounds that make our stay.