Ratings based on 1,000 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.5 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler from San jose
Posted 15 Jun 2024
poor service, small food plates, few food options
by A verified traveler from Fort Worth
Posted 4 Jun 2024
This is our second time staying at this hotel. Last year was better. I don’t know if last year we got a renovated room but in general the condition of the room wasn’t as good as last time. The tub was stain and old. I noticed a mold odor in the bed I thought it was the linens so i have them change them and still. I am not sure if itl was the mattress or perhaps the pillows. Some of the tiles on the hot tub by the pool were missing, the grout was moldy. We dine at the Mediterranean and the Azia restaurants. The service at the Azia was not very efficient. It took us two hours to dine in. Morning buffet is ok although I wish it had more options. Beach eas great little sea weed. Drinks at the pool ok, food at the pool average. Not as impressive as last year. Disappointed
Comment from Hotel Management
7 Jun 2024 by Customer care, Sandy G., Hotel Management
Dear Martin;Our guests' comments provide us with an opportunity to see our hotel through their eyes giving us insight into any service that may have room for improvement so we can enhance our future guests' stay among us.We truly apologize for not being able to exceed your expectations of our resort, rest assured we will speak with all the department heads to enhance the customer experience of our guests to evade these incidents from happening again. Your satisfaction is our priority, and our entire team works hard so all our guests can enjoy our entire services so they can leave with an unforgettable experience. We hope you give us the opportunity to welcome you to the hotel again soon. Warmest Regards!
by A verified traveler
Posted 31 May 2024
I’ve been coming here every year for the past 8 years
Comment from Hotel Management
2 Jun 2024 by Customer care, Sandy G., Hotel Management
Dear Sandra;I want to thank you for choosing Royal Hideaway Playacar, I really appreciate your loyalty and always it is a really pleasure to welcome you.Thank you for taking the time to share your comments about your recent vacation with us. We hope to see you back very soon and do not hesitate on contacting me for future assistance.
by A verified traveler
Posted 29 May 2024
We wanted to love this property. The service was incredible, the food was impeccable, and it was incredibly clean. However, the AC was out in the entire resort. Our room would not go lower than 81 degrees. We struggled to eat our delicious meals in restaurants that were “formal” dress code because we were sweating so badly. Our concierge worked so hard to make our stay better, he found a room for us that got down to 75 degrees. The shows were so entertaining, but it was difficult to stay in the theater for an hour and sweat.
I would love to give this resort another shot. It was lovely and the staff was truly the best of any resort we’ve ever visited. But I’d call to ensure the AC is fixed before we booked again.
Comment from Hotel Management
30 May 2024 by Community Manager, Hotel Management
Dear Jacqueline,Thank you for sharing your experiences with us. We're delighted to hear that you enjoyed the exceptional service, impeccable food, and cleanliness of the resort. We sincerely apologize for the inconvenience caused by the issue with the air conditioning. Your feedback is greatly appreciated, and we will be sure to relay it to the management team to enhance our guests' experiences in the future. We hope to have the opportunity to welcome you back to our resort under better circumstances.Best regards,Carlos PérezCommunity Manager
by A verified traveler
Posted 21 May 2024
This is a lovely property. But noisy with the doors of each room slamming and echoing within the building at all hours of the night. Also, the AC unit inside the room didn’t cool the space.
Comment from Hotel Management
21 May 2024 by Community Manager , Hotel Management
Dear Marci,Thank you for taking the time to share your feedback about your recent stay with us. We're glad to hear that you found our property lovely.We apologize for any inconvenience caused by the noise from the doors slamming and the issues with the AC unit not cooling the room effectively. Please know that your comments have been noted, and we will take appropriate measures to address these concerns.We appreciate your valuable input and hope to have the opportunity to welcome you back for a more enjoyable experience in the future.Best regards,Alberto PerezCommunity Manager
by A verified traveler
Posted 20 May 2024
We stayed at Royal Hideaway 4 days. The food was wonderful, the pool bar staff was very friendly and prompt, the beach was well maintained and the grounds were well groomed.
HOWEVER, the air conditioning was not working properly and that overshadowed everything else. Outside temperatures we over 90F and inside the rooms would not cool much below 75F. Cooling in the restaurants was minimal, making the delicious meals otherwise uncomfortable. We switched rooms 3 times trying to get a room that would cool properly. Management was helpful in moving us, but none of the three rooms we occupied could cool sufficiently. We won't return to this resort due to the poor air conditioning.
Comment from Hotel Management
21 May 2024 by Community Manager , Hotel Management
Dear Nita,Thank you for choosing to stay at Royal Hideaway and for sharing your experience with us. We're delighted to hear that you enjoyed aspects of your stay, including the wonderful food, friendly pool bar staff, and well-maintained beach and grounds.However, we're truly sorry to hear about the inconvenience you experienced with the air conditioning during your stay. We understand the importance of a comfortable room temperature, especially in warm weather, and we apologize for any discomfort this may have caused. It's disappointing to learn that despite our efforts to assist with room changes, the issue persisted.Please rest assured that your feedback regarding the air conditioning will be shared with our management team for further investigation and improvement. We appreciate your understanding and patience in this matter.We sincerely hope that this experience won't deter you from considering us in the future, as we would love the opportunity to provide you with a much more enjoyable stay.Warm regards,Alberto PerezCommunity Manager
by A verified traveler
Posted 19 May 2024
I really enjoyed my stay here. It was almost perfect apart from the AC being a bit too weak and the water quality and tempreture regulation not being great. But it really did not cause much of an issue. I was able to enjoy a quiet room that was very beautiful and clean. I am so happy with my choice
Comment from Hotel Management
21 May 2024 by Community Manager , Hotel Management
Dear Vijay,Thank you for taking the time to share your feedback about your recent stay with us. We are thrilled to hear that you enjoyed your overall experience at our hotel.We sincerely apologize for any inconvenience you experienced with the air conditioning and water quality during your stay. Please know that your comments will be shared with our team for further review and improvement.We are delighted to know that you were able to enjoy a quiet, beautiful, and clean room during your time with us. It brings us great joy to hear that you are happy with your choice to stay at our hotel.Thank you once again for your kind words, and we hope to have the pleasure of welcoming you back for another enjoyable stay in the future.Warm regards,Alberto PerezCommunity Manager
by A verified traveler
Posted 19 May 2024
The service was excellent and the food was amazing. Can’t wait to return for another trip.
Comment from Hotel Management
21 May 2024 by Community Manager , Hotel Management
Dear Rhonda Elaine,Thank you for taking the time to leave us such a glowing review! We are delighted to hear that you had an excellent experience with our service and enjoyed the amazing food during your stay.It's always a pleasure to receive such positive feedback from our valued guests. We are thrilled to know that you are already looking forward to returning for another trip. Rest assured, we will continue to strive for excellence to ensure that your next visit is just as enjoyable as the last.Once again, thank you for choosing to stay with us, and we can't wait to welcome you back for another wonderful stay!Warm regards,Alberto PerezCommunity Manager
by A verified traveler from Wasilla
Posted 12 May 2024
The property is very clean and the staff is very friendly. The beach is amazing with the ability to walk quite far on a shoreline. When you get to the hotel, make sure to make dinner reservation for their evening restaurants because they are amazing. We really liked the Asian and Mediterranean ones. Rooms get cleaned twice a day which is nice. One thing we didn't like was a buffet with small food options and it's the same every day. I wish we were told that we could eat at the restaurants during the day which would make our experience there was better. Be very careful (with any hotel, in fact) with a buffet. The food there stays in trays for hours while it's 85 degrees out. We got stomach sick on day 2 after eating at the buffet way too late. For any travel to Mexico, bring your meds with you because Pharmacies will charge you a triple price for those. Otherwise, it's a great place, I would go back for sure, knowing they had restaurant options during a day.
Comment from Hotel Management
13 May 2024 by Community Manager , Hotel Management
Estimada Kristina,Gracias por compartir tu experiencia con nosotros. Nos alegra saber que disfrutaste de la limpieza de nuestras instalaciones, la amabilidad de nuestro personal y la belleza de nuestra playa. Apreciamos tus comentarios sobre nuestros restaurantes de cena y la limpieza de las habitaciones.Lamentamos que el buffet no haya cumplido con tus expectativas y tomamos en cuenta tus observaciones sobre la disponibilidad de opciones de comida durante el día. Trabajaremos para mejorar la variedad y frescura de nuestros alimentos.Esperamos darle la bienvenida nuevamente en el futuro.Atentamente,Alberto PérezCommunity Manager
by A verified traveler
Posted 29 Apr 2024
Likes...Staff were very friendly and helpful.
Dislikes...Property needs to upgrade beach chairs around the pools.
Comment from Hotel Management
2 May 2024 by Community Manager , Hotel Management
Dear Paul Anthony,Thank you for taking the time to share your feedback with us. We're thrilled to hear that you found our staff to be friendly and helpful during your stay. We appreciate your constructive criticism regarding the beach chairs around the pools. Rest assured, we take guest feedback seriously and will look into upgrading the beach chairs to enhance the overall guest experience.We hope to have the opportunity to welcome you back to our property in the future for another enjoyable stay.Best regards,Alberto PerezCommunity ManagerRoyal Hideaway Playacar
