Royal Hideaway Playacar - Adults only

The location of the property is great, close to the 5th Avenue which is the heart of Playa Del Carmen where you will find all the shops, bars and restaurants.

We were extremely disappointed with our stay at the hotel. 1/ Upon reaching we got held at the hotel entrance for 15 mins because they could not retrieve our reservation number from their files therefore they did not allow us to pass the gate and we had to wait in the taxi. After talking to the security officer we finally convinced him to let us in and solve the issue at the front desk. The person at the reservation desk could not find our booking despite showing her all the emails and confirmations we had with us and finally ended up giving us a reservation paper to fill with the credentials of others customers that she simply crossed and asked us to write on top, she did not even bother using a new reservation sheet... 2/ If you are planning to have full nights of sleep to recover then dont be too excited. We could never sleep before 2am and at some occasions past 4am and the corridors were extremely noisy with people walking,running, shouting, slamming doors and on several occasions chatting for hours in the alley. Despite complaining to the front desk and calling them at 2 occasions at 2am to raise the issue very little has been done and very short were our nights throughout the stay. 3/ When it comes to food, the buffet restaurant has very limited choices and the food was the same throughout the stay. Moreover, for dinner you have to book in advance in one of the 5 restaurants available on the property otherwise you will not be able to dine.Over our week stay we were only able to find a spot for dinner on the 1st night. Thereafter all the restaurants were fully booked or offering very late timings( past 10pm). For an all inclusive hotel I find it unacceptable that they provide their customers with so little choice of food on the buffets ( we spent a week in Cancun before that and the hotel’s buffet were incomparable) and moreover oblige them to book for dinner!!