Royal Hideaway Playacar

We have recently returned from a few weeks at the royal hideaway and to say it was not the experience i expected is an understatement. I need to be clear that if you are expecting a 5 star resort i would look at booking elsewhere. Its certainly showing its age with many functions in our room broken or damaged including bath taps, shower hoses that don’t work and furniture that is in need of replacement. As many other guests have commented the air conditioning fails constantly and we had a 4 day stint during our stay which was unbearable. The staff and management were less than interested in sorting this issue and our concierge admitted it happened all the time. It took over 3 days for us to eventually speak to a manager despite multiple requests and when we did our impression of the resort only got worse as there was absolutely nothing to put the situation right other than the offer of a late check-out which they tried to say was “compensation”. Made worse i was asked to sign a non-disclosure agreement ( which i did not) - what kind of hospitality establishment asks you to do this unless they are trying to cover up the poor service that they deliver. We found the restaurants to be a mixed experience with the Italian probably the most enjoyable and with the best food. The Deck & The steakhouse is by the far the most disorganised with service verging on rude by some of the staff there. The maitre-de at spices looks like she has been forced to work there and could not crack a smile if she tried. Having been to mexico quite a few times i can say this is not the norm. I have always found them to be top Of there game with service and hospitality so the resort is clearly a outrider in this capacity As many other guests have commented you are unlikely to find a pool lounger without the 6am scramble and i refuse to take part in this type of thing when on holiday! - they also reserve many of the chairs which then seem to sit empty all day - odd Although this is in no way the hotels fault - the beach was un-useable during our stay as the seaweed being washed up was a battle no-one was going to win. They tried their best to keep clearing it but i think mexico is struggling in general with the volume currently. Unfortunalty it leaves a foul sulphur stench which is not pleasant if you want a beach day. Again i know others have mentioned this in many reviews. On some positive points we found the waiters in the mediterranean & Italian restaurants to be very good with food to match. In general the food was good and with a varied selection and i did like that not everything was with fries as it so often is on this side of the planet. Sadly Though this in itself would not see us return to this resort and overall it did not meet our expectations on quality, service or that of any 5 star hotel or resort. Check out other reviews before you book / go. The same themes keep Re-occurring and its clear the hotel’s management are not taking note or putting in place an action plan to fix it.

It was a good trip however the beach this time was basically non existent due to seaweed. The air conditioning was horrible. We got moved rooms at 11pm because we couldn’t sleep. It worked for a day and then it was back to baking. We didn’t want to move again and everyone else was complaining about the same thing. This was our second time there, it’ll be the last.

We enjoyed a 4 night stay at Royal Hideaway Playacar. It was quiet, relaxing, and fun. The food was delicious and the workers were all so kind.

My partner and I had an awesome stay at this very special resort. The food was five star and facilities excellent. Only one slight negative was gaining access to lounges around the wet edge pool…we’re nearly fully reserved most of the time

So glad I booked this resort . Food was amazing with 6 restaurants to choose from and all of them very good quality . Limitless cocktails and drinks especially by the pool . Only adults resort also provided peace and relaxation . The gardens were beautiful and very well kept . Rooms were spacious with super comfortable beds and big ceilings. Staff were friendly and attentive . Yes the beach is spoilt because of the sargussum but if you are happy by the pool this is a fab place to holiday . Hope to go back again