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Royal Hideaway Playacar
Ranked #33 of 214 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersGold level
Reviewed 19 February 2012

note: Sorry if those comments are not written as weel as we'd like to; our first language is french!

You should pay a big price for an Hotel but you will never find perfection; this is a reality. But some always try to reach perfection. The Royal Hideway Playacar is one of them.

Some hotels try to make a show by being big, luxuous, tinsel but the staff and the food are just average. At Royal Hideaway Playacar, the emphasis is to serve you as a VIP, nothing less.

If you are looking for a quiet hotel (no children there), excellent services, great food, and to be near the amazing Playa del Carmen, you should consider this resort as the best choice.

My wife and I had made many trips before (all in resorts of 4.5* or more, and cruise ships too) and we can assure that The Royal Hideway Playacar is on top of the list.

They make you feel important; not as a fancy client but as people who are there to forget everything and let them helping you to relax and to be be completly satisfy.

The check in make you feel important (thanks to Antonio, Yanine and Melissa), the bellboys were very helpful (thanks to Bogart and a special thought for Alvaro that is a real gentleman). Our Concierge was always available and she answered more than we were expected to(Carolina, you were fantastic). At the pool/beach area, everybody works hard; Alex you are always running to serve all the people. We could say the same for the waiters and all the staff everywhere in this resort. Palazzo and Azia restaurants were the best for us, for both food and ambiance. Umberto was our waiter three times; what a nice guy!

The room was always clean, the same for the lobby area and restaurants. Breakfast buffet was stunning for a "small" resort. Lunch time was the best (At the deck) we met becausein other resorts we usually found very little choise but here the choice is wide and the service still quick and courteous. Maybe We should say that sometimes we felt bad about seeing the staff running and running. But they kept smiling and stay polite in despite of hard work.

Because nothign is perfect, we found (as any whiners people lol) 4 minor points to be fixed (but the rest is so wonderful that we would eb in bad faith to insist on those points): 1- Repetitive music at the pool and also at the Spices restaurant (breakfast). 2- Regarding the fact that most of the people quit the beach/pool area before 4PM, there is no bar elsewhere where we could take a drink before 6pm. So, as many people, after showers, we dressed for dinner but we not able to take any apperitif before 6pm except by going on beach area (most of restaurants are on the opposite side - Lobby area) 3- The doors of each room are very noisy when people close them (echo); cushioning should be fixed on doors frame 4- There are a lot of seagulls on the pool edge, each day. That is unpleasant. Is there a way to resolve this problem?

Anyway, we received so much touches from the staff that those points are non signifiants compared to our satisfaction.

Royal Hideway staff...
You were simply WONDERFUL so that it was very emotive for us to quit the resort, in particular towards Alvaro (bell boy), Carolina (Concierge), Alex (speedy Gonzales) and Umberto (waiter-Palazzo).

BRAVO!

p.s. A big stike to this man of the Occidental Allegro (nearby hotel....same company) who was interceping tourists on the the street tho sell excursions by saying that Royal Hideway was not a good place to buy excursion (cheap shot from a "brother"!).

Room Tip: Bloc 26 or 27 are the best (in the center wing)
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  • Stayed: February 2012, travelled as a couple
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4  Thank Nostal
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 Nostal,

Thank you for sharing your comments with other travelers. We are delighted that you had such a wonderful stay with us and we are happy that you enjoyed our beautiful grounds, nice beach, delicious food and excellent staff. I will share your comments with them, especially with Antonio, Yanine, Melissa, Bogart, Alvaro, Carolina, Alex and Umberto. They know how to make you feel like a VIP.

I advised our Management about the repetitive music at the pool and restaurant, and it will be changed. Thank you for that suggestion. I would like to point out that we have a daily tea time from 4pm to 6 pm on the terrace of our upper lobby area where you can have a drink and listen to nice live saxophone music before your dinner. We are sorry to hear that you were bothered by noise from the doors of other guests and we will take that into consideration as we look for ways to keep the rooms quiet. Also, we will look into a way to keep the seagulls of the pool edge.

Best regards

Sarah-Kim Grüne
Customer Service Manager
Royal Hideaway Playacar

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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.
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  • 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Royal Hideaway Playacar

Address: Lote Hotelero No. 6 Fracc., Playa del Carmen 77710, Mexico (Formerly Royal Hideaway Playacar & Occidental Resorts)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Romantic Hotel in Playa del Carmen
#13 Green Hotel in Playa del Carmen
#17 Top resorts Hotel in Playa del Carmen
#22 Spa Hotel in Playa del Carmen
#25 On the Beach Hotel in Playa del Carmen
#26 Luxury Hotel in Playa del Carmen
Price Range: RM1,484 - RM2,957 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Royal Hideaway Playacar 4.5*
Number of rooms: 201
Official Description (provided by the hotel):
Award winning luxury all inclusive resort set along the beautiful beaches of Playa del Carmen, Mexico. Ideal setting in a serene environment for complete rest and relaxation. Adults only. Member of The Leading Hotels of the World. 2008 winner of the coveted AAA 5 Diamond Award. 11 villas with private concierge are spread throughout the property's immaculate grounds. Six gourmet restaurants serve delicasies in menu-style dining. A full service spa offers the ultimate in papmering and body treatments. Personalzied service and attention to detail set this resort a world apart. ... more   less 
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Also Known As:
Royal Hideaway Playacar & Occidental Hotel Playa Del Carmen
Royal Hideaway Playacar And Occidental Resorts
Royal Hideaway Playa Del Carmen
Royal Hideaway Mexico
Occidental Royal Hideaway
Royal Hideaway Playacar Playa Del Carmen, Mexico - Riviera Maya

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