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Reviewed 17 February 2012

My wife and I just took a trip to the Royal Hideaway several weeks ago. Several couples that we are friends with traveled to the resort in the fall. My wife and I had hoped to travel in the fall, but ended up having to wait until the spring. As a result I think we had a slightly different experience. We are in our mid to upper 20's. The majority of the other guests were in their 50's and 60's if not older. During our stay we met one or two other couples in their 20's. This didn't affect our stay too much, but it did make us feel out of place at times. Our friends traveling in the fall said they had different experiences. I can only assume it's because the rooms are cheaper during the hurricane season which draws younger couples who want a nice affordable vacation. Aside from the age difference our stay was very relaxing.

Room - We got a basic room and it was all we needed to feel comfortable. Nothing really special about it.

Food - The food was very good. This was my first all inclusive experience so it was nice being able to lay by the pool and order all the drinks I wanted without being worried about the tab. The dishes come in small portions, which makes it nice because you never feel like your stuffing yourself, but you can always get more if you're hungry. One day while by the pool the resort had a grill out with fresh fish and hamburgers. It was a nice change from having to put a shirt on and sit down in the restaurant. We tried the room service one time and it was not very good. We ordered quesadillas and they were soggy. I would recommend staying away from the room service. Breakfast was a wait at times. It's a buffet but they make you wait to be personally seated. It think their trying to add that personal touch or 5 star service, but what happened most mornings is we were waiting for 20 mins to be seated while there were open tables everywhere. The dinners were nice, but they can be late if you don't reserve them in time. We got stuck with 8:30pm dinner times most nights. The sun would set around 5:30pm so we would go back to the room to relax for a couple hours before dinner. By that time we would be half asleep from being in the sun all day. Most nights at dinner I would be yawning the whole time, waiting to get out of there so I could go lay down. We are also a little more casual so our dinner clothes would not stay on very long. Next trip I imagine we will go to a place with a little less formal dinners, but hey that's why you're looking at a 5 star place cause you like to get dressed up for dinner.

Beach - The beach was beautiful. We walked up and down the shoreline to see the other resorts. No other resort has as much beach space as this report. The water is so blue. Our first full day there we went on an hour snorkeling trip. It was fairly crowed, but we had a good time exploring the reef nearby.

In all compared to the other resorts in Playa del Carmen nothing looked like it came close to the Royal Hideaway. If you are looking for a relaxing, stress free, vacation then this is a good place to visit.

If you're looking for more excitement, night life, ext., this is not the place for you.

  • Stayed: January 2012, travelled as a couple
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2  Thank Ben W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this reviewResponded 3 March 2012

Dear Ben W,

Thank you for sharing your comments with other travelers. Your valuable feedback is highly appreciated as it keeps us on our way to excellence.

We are happy that you enjoyed our beautiful beach and that you think no other resort in Playa del Carmen comes close to the Royal Hideaway.

As you pointed out, our entertainment is low key. During the day we have activities such as Yoga, water gymnastics, dance and cooking lessons, bingo and darts. At night, we have live music in our Alegria Bar, karaoke and a dinner show two times a week. However, we are also only a five-minute taxi ride from the center of Playa del Carmen, which offers many night life options.

Thank you for your comments about our rooms. You will be glad to know that we currently renovated and added Flat Screen TV’s, iPod docking stations, desks, etc.

We are sad to hear that the Room Service was not to your liking. I will share your comments with our Food & Beverage manager so he can look into this matter. We are sorry that you had to wait during breakfast. We like to give our guests a personalized service and the attention they deserve and therefore, don’t like to overcrowd the restaurants. In order to avoid late dining times for dinner, please contact us in advance of your next stay at services@mx.occidentalhotels.com. Our formal dress code is one of our standards. We also have two restaurants (The Grill and Spices) where casual clothes are permitted.

We hope that we will see you again soon!

Kind regards

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

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Reviewed 16 February 2012

Just returned from 6 nights at Royal Hideaway. First time at a AI, wonderful experience. Room was comfortable, well kept, large bathroom with separate shower & jetted bathtub, dual sinks.Private patio. Partial view of beach from room. Rooms were cleaned twice a day...always plenty of towels; never had to ask for anything. As a vegetarian, I was concerned about the food...no worries, always had choices & chefs were very accomodating. My husband eats fish so he had even more choices. Made our dinner reservations ahead of time, by e-mail. One night we needed to change the time at the last minute; not at all a problem. The grounds are beautiful, never felt crowded. Always were able to get chairs/towels at beach or pool. Staff were always eager to help, very friendly but respectful, always with a smile. The resort was terrific & the weather was equally amazing.

Room Tip: Request a room by the pool.
  • Stayed: February 2012, travelled as a couple
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3  Thank Helene0220
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this reviewResponded 3 March 2012

Dear Helene0220,

Thank you for your comments.

We are thrilled to hear that you enjoyed everything about our resort, especially our friendly staff.
Our new executive chef has enriched all our menus with vegetarian options, and as you mentioned, our chef’s are always open for special requests. Thank you for pointing out the advanced dinner reservations. This can be done through services@mx.occidentalhotels.com.

We hope to have you with us again soon!

Best regards

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

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Reviewed 14 February 2012

Stayed at Royal Playcar during T-giving for 4 nights. very nice resort and food was better then expected for a All Inclusive. The property felt seclusive, despite being on PDC, which is a rat race. Rooms was very large and comfortable and beach and pool were top notch.....

  • Stayed: November 2011, travelled with family
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2  Thank farmercorneilus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this reviewResponded 28 February 2012

Dear farmercomeilus,

Greetings from the Royal Hideaway!

Thank you for your comments. We are pleased to hear that we could exceed your expectations and that you enjoyed the resort.

We hope to be able to host your next stay!

Best regards from Mexicans diving paradise,

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

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Reviewed 13 February 2012

This is the place to stay near Playa del Carmen (20 min by bike, 45 min by foot). The Hotel is located in a safe and cozy residential neighbourhood (Playacar).

The rooms are clean, equipped with a flat screen tv, an ipod stereo and a large bathroom.

The beach is perfect! Chairs, beach umbreallas and beach service for drinks and meals made it all cumfy.

The service is exceptionnal! All waiters are polite, smiling and are very caring. We especially appreciated Reyes a waiter working at the breakfast restaurant and at the beach.

The food was great and fresh. The only negative point would be that we need to make reservations for every dinner of the week on the first day of our arrival... there was little flexibility.

Nevertheless, we will return for sure!

  • Stayed: February 2012, travelled as a couple
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4  Thank Flight_Planners
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this reviewResponded 28 February 2012

Dear Flight_Planners

Thank you for your review. We are very pleased to learn that you thoroughly enjoyed your stay with us. For us there is nothing more important than to exceed our guests’ expectations.

I will share your comments with Reyes, and I thank you for recognizing him. I will also share your compliments about our food with our Executive Chef and he will be happy to hear that you enjoyed his work.

Regarding restaurant reservations, we completely understand that during your vacation you don’t want to be on a schedule. Our hotel requires restaurant reservations in order to be able to provide personalized service and avoid waiting times for our guests. Room service is always an option (24/7) if you want to play it by ear. Also you can contact us at services@mx.occidentalhotels.com for advanced dining arrangements.

We are happy to read that you plan on coming back; we look forward to having you!

Kind regards,

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

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Reviewed 12 February 2012

Hotel, grounds and beach are beautiful. One of the most impressive things at this resort are the people who work there. The staff cannot do enough for you and treat everyone with importance. The restaurants were wonderful, fish could have been better. We happened to be there at Superbowl and the staff did a great job of providing a great backdrop to the New York Giants WIN. We cannot wait to return.

  • Stayed: February 2012, travelled with friends
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6  Thank Kathy D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RoyalHideaway1, Guest Relations Manager at Royal Hideaway Playacar, responded to this reviewResponded 28 February 2012

Dear Kathy D,

Thank you for your stay and for taking the time to share your experience.

We are very glad to hear that our staff provided exceptional service. Great that you enjoyed our restaurants, and I will share your comments about the food with our Executive Chef so that he can take action on it.

We can’t wait to have you with us again soon!

Kind regards,

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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