Royal Hideaway Playacar

Well where to begin….checked in and found our room request was not honored. We were advised by lying Carlos that rooms are based on availability on first come first serve basis. We found a solution for the next day. We did not fully unpack, repacked the next day for our noon bag pick up and new room at 3. The following day we were told by our concierge in the late afternoon there was no room change; Carlos made a mistake. The solutions was we were to wait one more day. We did the same routine, and the following afternoon, we were told by a different concierge the room change was not possible. The room had been already been given to someone with a requested reservation, but they had a room for the next day. What lying Carlos, requests are honored, and you did not secure a room on the first meeting. Well we should know better having worked with lying Calros, so we did not pack up and inquired the following day before packing. We went to registration, and it was lying Carlos. Lying Carlos then shared room changes are not honored, and it was our fault for having asked. Lying Carlos is not who you want to meet. Never changed rooms. The pools and restaurant staff have been kind. Room is old with some minor issues, noisy, loud rolling carts and smokers. Not sure I would return to the drama and room unreliability.

Excellent resort. I was really impressed with the restaurants, cleanliness of the resort, and friendliness of the staff.

This hotel worked for us two seniors. The grounds were absolutely gorgeous and very well maintained. Loved the small waterfall ponds! The staff were just the friendliest people and professional as can be. It was so convenient having room service and five restaurants to choose from for your meals…dinner reservations only.

Just got back from a great week at Royal Hideaway Playacar. My concierge was Gabriela Puente and she was exceptional. She was proactive, attentive, and really creative whenever I asked for anything. On the first night when I mentioned the service at Ventanas felt a little condescending, she immediately asked for names so she could follow up. She also set up our jet ski + parasail day and personally made sure the operator delivered a great experience. She just operated on another level. Made the whole trip noticeably better. If you’re staying here, ask for Gabriela — you won’t regret it.

I really liked how small the resort was, and that it was not spread out. I also like how friendly the staff was!