Comments & Reviews about The Royal Playa del Carmen:

I have just spent the week of August 24th – 31st in room 308. As always I find comment cards to generic for full details.
Let me first say when I go on vacation it is to relax and have an enjoyable time. I hate to have to spend time complaining or making requests.
On arrival at reception I immediately am given a sales pitch as to why I should upgrade. After much time wasting I finally agreed simply because I would not be allowed into one restaurant, I had friends at the hotel who I was informed had upgraded therefore should we wish to join them we needed the upgrade. Now that is the first for me in 13 trips to Mexico.
I am then whisked away by another young lady for what was basically again to sign up I found out later for another sales pitch. Bad start to a relaxing vacation. Eventually I am taken back to tell the bellboy I now have a key to my room.
I am taken to the room (308) and asked had I any questions, with no introduction to where things were or how they worked. We found the suite to be a little warm so turned up the A/C Looked around the suite a little disappointed at the cheapness of the whole set up, the furniture was the cheapest I had seen.

We then went to the pool and met friends also compared notes on suites and amenities. Our first night was fairly uncomfortable due to the fact the A/C was not working correctly. The people next door informed us the folks who had the room before us had been moved to another suite the very day we had been assigned 308, the reason, the A/C was not working.

Tuesday 25th I found a Concierge near the pool advising them of the A/C problem. I also saw two gentlemen walking near the pool bar where I had just attempted to get a drink, which needed Kahlua. I mentioned to him this is Mexico you claim premium drinks, Mexico without Kahlua! I then advised him also that on an upgrade I expected a pair of Slippers and not be placed into a room without working A/C. To his credit I saw action, the Kahlua arrived, the A/C was fixed and slippers in the room along with a basket of fruit.

With your rates as paid by me I believe I can say I got value, but not five stars. I was unaware I had a personal Concierge until a note was put under my door 5 days into the vacation. I was asked to write comments on a form and place it into the service box for collection the next day, no one collected it. My suite I found to look tired with plumbing problems i.e. tight faucet, at times no running water, an odor from the shower floor after showering as the water appears to seep thru to the underside of the tiles, cheap furnishings and finish. No mahogany in my upgrade.

We tried twice to have a meal in Spices but it did not happen I mentioned to the staff that Spices had zero air conditioning; one man stated it was to be renewed. A/C works or is in need of repair, I assume this is a money saving tactic, many others were talking about the heat in there. Cost wise I would have thought that was the one place you would want customers to use. We found all restaurants warm with the exception of Asian, maybe because it is open to the public?

Yours is the first five star I have been to serving wine Liquor’s, liqueur and beer in a soft flimsy cheap plastic solo cup, oh and it also serves as a lidless ashtray, whether by the pool or on the lobby terrace

You are also the first I have been request to pay for use of a business center to check in for my return flight, seems the Concierge could not do it for me as he did not have a printer.

The crowning blunder was the final straw. When checking in I informed the receptionist twice that my reason for the visit was my wife’s birthday. THEY FORGOT IT no cards no balloons cake or Champaign, nothing. I advised a concierge at the front lobby as my personal one was off duty of this major blunder, and was told I should have advised a concierge not a receptionist, so now it’s my fault!!! When check out time came I spoke to a service manager I assume and he did attempt a recovery by reducing my upgrade by 50%.

I left with a fairly negative attitude. Never in my 8 trips to the Royal Hideaway did I have to complain, now that’s Royal service, we were pleased to receive that from Joel & Havier of Maria Marie both ex Royal Hideaway folks.

To your credit and finish on a positive note you have a great location and very friendly if not all efficient people. It is for us the people of Mexico that keep us returning we were very impressed with the people’s friendliness and the friendly gesture of placing the hand on the heart. I would also mention that the chef did a great job, a very friendly guy called Chabel.

Thank you for listening, I hope my comments help others, and raises the bar higher exceeding the expectations. However our October visit will be at another local Hotel

Reserve The Royal Playa del Carmen