What We Love
- Lounge on one of the prettiest beaches in Playa del Carmen - it's more than dreamy.
- Ten minute massages by the pool (tips only) are totally worth it.
- The gorgeous tropical gardens aren’t overly crowded and the service that's unbelievable.
Things to Know
- Maximize your vacay hours by checking pick-up times on scheduled transfers.
- Guests can stroll down La Quinta Avenida for awesome shopping and entertainment.
- The resort is a member of The Leading Hotels of the World.
Location
Playa del Carmen - BeachProperty Information
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Resort Details
Hotel Advisories
General Policies & Fine Print
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
CUSTOMER SERVICE - Complaint cutoff is 45 days from date of guest's check-out.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
6814 reviews
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Mar 27, 2020Will not go back
3rd stay. Very bad service from front desk manager Angelina Lopez. She said every customer has the same service and I got for what I paid. First room was unacceptable. Expensive in comparison to other hotels in Riviera Maya.
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Mar 26, 2020A little disappointed
My husband and I first stayed at RH approximately 20 years ago when the property was nearly new. We were really impressed by everything the resort had to offer. We typically do not stay at any resort more than once regardless of how much we enjoyed it, since there are so many places we have yet to experience. This year however we wanted to book a quick trip for the two of us and decided to visit an old favorite. Unfortunately, the condition of the property has changed quite a bit. Our first room was fine (a little worn and the mini fridge was broken, but pretty clean and smelled wonderful). The second day we were moved to another room as the air conditioning quit working in our entire villa. The second room smelled musty the entire rest of our stay. Other examples include:exterior doors to the rooms are badly marred, the menus to the restaurants need to be replaced, and there are stains on some of the restaurant seating. The worst thing that occurred took place the second evening of our stay when there was some type of domestic incident in a room near ours. Sometime around midnight, we heard someone banging furniture. A woman screaming profanities repeatedly pounded on a door and window. It sounded like security eventually came and about 45 minutes later, all was quiet again. On a better note, the service was generally fantastic. The food options are more than ample and we really loved everything we ordered. The house wines are fine and you can also order from a wine list for a charge. We’ve heard the beach is the best in the area and we agree it beats the beaches at two other properties we have visited in the area. Seaweed was fairly abundant during our stay, but crews worked on it daily. This is a very quiet and intimate adults only resort, which we like. There is more entertainment available now than during our first trip here, which is great for those who like it but not overbearing for those who enjoy a quiet restful stay. We really loved many of the staff members who were very dedicated to making our vacation wonderful. Sadly, I do not believe the current RH can be considered a luxury resort. It is however a very nice all inclusive destination with many amenities for a very fair price—-even at the full price we paid. (Evidently, there is a substantially reduced price some guests have through some type of Barcelo arrangement.) As a side note and completely unrelated to RH, I would not recommend booking a shuttle in advance of your arrival. We’ve found it’s easier to just grab a taxi at the airport and again from the hotel when departing.
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Mar 23, 2020Good Memories
We stayed at the Royal Hideaway and enjoyed every moment. Food & drinks were fantastic. Night life was a little laid back, however, we had the best time at the Silent Disco! At first we thought it was silly but once we put the headphones on, we were up and dancing and had a great time! We all enjoyed our stay and we definitely would go back.
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Mar 23, 2020
The BEST holiday!
For any nay-sayers out there, here's the truth. This was our 9th trip to Mexico and all at 5-star hotels with the last one being the Iberostar Grand in Maya Riviera. So we are seasoned Mexico travelers. This was our best experience by far! HOTEL - although this is not a new hotel and did show some minimal signs of wear & tear, it is obvious that great care is taken of the property. The gardens are lush and well manicured. The outdoor furnishings are kept up to a high standard despite the day-to-day usage in a hotel with high occupancy. The central facility furnishings and decor are tasteful and elegant. We gradually discovered several little pools tucked away in addition to the 2 large pools beachside. We never lacked for a beach chair although prime positions are reserved long before we got up in the am! ACCOMODATION - our room was extremely comfortable and well appointed, not to mention spotlessly clean. The TV stations are limited but we spent so little time in our room that it wasn't an issue. All we really cared about was CNN & Fox News anyway during the period when Coronavirus was rearing its' ugly head. The bathroom amenities, Occitane, are superb products and were plentifully refreshed every day. I still can't get over the scented toilet tissue!! Our mini bar was stocked daily to our request. The fridge could have been colder. LOCATION - each end of the area where several hotels, including Royal Hideaway, are situated are gated lending a great feeling of security. We enjoyed the 25 minute walk through the gated community to Playa del Carmen. The beach is long, uninterrupted and very wide making our daily walk a real treat. The soft white sand rivals the beaches of Punta Cana in the DR. Each morning a large force of equipment and workers are out cleaning the beach, picking up any garbage, removing seaweed and raking the sand. The beach chairs are plentiful, at least during our stay, clean and laid out each morning in regimented fashion. Shade lovers can choose the cabanas. FOOD - as recommended, we made our dinner reservations one week in advance by email. Our exact requests were confirmed. However, while there we requested a few changes which were organized by our Concierge, Miguel. VENTANOS was by far our favorite. The menu was a bit intimidating at 1st but by our 4th visit and guidance from our server we were expert at choosing an amazing meal. We can't move on without mentioning our server, Nicholas. We requested him each time and he made our experience there so incredibly special. You had no sense of eating in an all-inclusive restaurant, you felt like you were in an expensive high-end international restaurant. We enjoyed Azia, patricularly for the Tapenaki which was expertly prepared by the delightful Alex. He put on quite a show. Palazzo Italian Restaurant was our least favorite but perhaps we just didn't choose well. The Grill was enjoyable at night not only due to the exquisite beachside setting, outdoor seating, casual dress but also because the steaks were delicious. We had a little trouble getting them cooked to our chosen doneness but the meat was very tender & tasty. Spices was good for breakfast, lunch & dinner. The food was authentic and not too spicy. We thoroughly enjoyed The Deck for breakfast and lunch. First & foremost this busy beachside restaurant is run by a true professional, Christian. He runs a tight ship with excellent service and whilst there is not a huge buffet, it is well stocked and honestly, more than you need. I was nervous about eating salad in Mexico but I couldn't resist the fresh crisp greens with every topping imaginable. There is also a good a la carte menu at lunch which we combined with the buffet. The 4 house wines & 1 sparkling are not the best in the world, we did not expect that but they were very palatable and enjoyable, particularly the Cabernet Sauvignon. Mixed drinks are good and there are many premium brands stocked at the various bars. A few times we even had afternoon tea on the balcony of the central facility overlooking the gardens. It was beautifully served. I can hardly say enough about the food & beverage operation. It wasn`t always perfect but by and large it was immensely enjoyable. SERVICE - this absolutely made our holiday. There were so many staff members who stood out but several were exemplary; Ms Chong who checked us in was incredibly accommodating and efficient - she assisted us with a room change in a most professional manner; Christian (who I mentioned) the manager at The Deck must be one of the most valued members of the entire team for his consummate professionalism; Nicholas (who I mentioned) at Ventanos who is a most superb server and ambassador for the restaurant, Daniel on the beach and poolside, every server in The Deck for their friendliness and attentive service, our housekeeping staff and our Concierge, Miguel. The bell staff were very accommodating, entertaining always cheerful. Juan and Bogar are the only 2 whose names we got, but all were great. ENTERTAINMENT - for the most part it was good. There were a few disappointments i.e. Abba but the shows in the theatre were entertaining, especially the Circus Show. The shows at Allegria were hit & miss but a concerted effort was being put in to improving the acts. Manuel, the entertainment coordinator was wide open for constructive input. The midday aqua aerobics were a real hit. We commented that there should be some soft music being played around the pool and to our delight they started playing music midway through our holiday. The demographic was much younger than we expected, we were some of the oldies! IN GENERAL - we would not hesitate to return for a beach holiday. We had the pleasure of meeting the manager, Guadaloupe Sosa. We were able to pass along our comments to her face-to-face and we were unexpectedly thanked with a complimentary g bottle of sparkling wine, canapes and a note sent to our room. It is our philosophy that the bricks & mortar of a hotel are only as good as the management and the team. What Ms Sosa has is a wonderful team of employees who are happy, very respectful of her and motivated to give high quality service. We had the misfortune of seeing the hotel go from a full occupancy to less than 30% during our stay due to the worldwide spread of coronavirus. It was obviously inevitable that cutbacks would take place but neither service nor food quality suffered. It was handled very well. A wonderful holiday. John & Bonnie Oakville, Ontario Canada
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Mar 22, 2020
First Trip to Mexico ~ Completely wonderful!
What a wonderful first experience! This was our first trip to Mexico and our first all inclusive. We couldn't have asked for better firsts! The servers were wonderful. Special thanks to Javier Batun! He knew exactly what we wanted for drinks and tried so hard to make a special surprise for my husband's birthday. Thank you also to Ricardo Rivera for always greeting us and making sure we had everything we needed at the Grill. The other servers working on the beach and in the Grill were also great! They were always pleasant and ready to help in anyway. Thank you to Francisco Lopez and Ricardo Hernandez for that! A couple of things that could have been better; We didn't see our concierge at all! It would have been nice to meet him and he check in with us at least once in the 5 days we stayed there. The other thing is that the online dinner reservations did not work. We went to our dinner reservation and they told us that we did not have a reservation We had a confirmation number for our reservation and showed that to the host, but that didn't seem to mean anything. We did get seated but the host made us feel like we were quit the inconvenience. This reservation mix up could have been avoided if the concierge had checked in with us or made an attempt to.