Lote Hotelero No. 6 Fracc. | Playacar, Playa del Carmen 77710, Mexico
Situated on the breathtaking beaches of Mexico's pristine Riviera Maya, the Royal Hideaway Playacar effortlessly blends world-class service with impeccable style.
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"Not what we were expecting ... at all!!"
Posted by: Olga
on Dec 14, 2013 >
1 contribution(s) Canada
Visited on: Nov, 2013 | Leisure | With friend
177 people found this review helpful
Our arrival was unremarkable. Our check-in was vague. Our room(s) request was sent in weeks prior and was specific connecting rooms, in their most quiet buildings. My sister has a slight physical disability and I wanted a connecting room. When I asked the check-in Concierge the whereabouts of our rooms, he vaguely, but politely said, yes the rooms are close together but wouldn’t tell me the Building number. I was hoping for the best and gave the entire situation the benefit of the doubt. Being accustomed to an extremely modern and new resort it was rather a shock to see the small and dated room. We were assigned a building spitting distance to another hotel with a view of the garbage bins. I went to the concierge and asked that our rooms be changed. The balcony is very narrow, nowhere to have a room service meal, rusty chairs & stained seat cushions. I covered them with bath towels that were never removed. The bedroom is tiny. The bathroom had no hot water. I reported this to the concierge, I was told that the matter had been fixed but that I would need to run the hot water tap for 5 or 6 minutes before hot water would flow. I ran the tap for 20 minutes then when I did shower, the water either scalded or went cold. Lousy water pressure and hand held shower heads. I thought about a bath, but when I stood in the tub, I thought the tub was going to go through the floor boards. Otherwise the bathroom was functional. Breakfast buffet is small by comparison. The person at the omelet station those days wasn’t very good at making omelets. Not impressed with the breakfast buffet. The major disaster: lunch! I stood up, so did my sister, and we walked out of the dining room. Long story short: the manager of this restaurant more than made up for the disaster his staff created and the day was saved. Dinners were very good, most without events. We ate the first night at Las Ventanas which was very, very good; Palasso (Italian) was forgettable; Azia was outstanding. The last night we again ate at Las Ventanas, it was also forgettable. The Head Concierge came by my room to discuss a questionnaire that my sister completed. My sister and my opinions were talked about and the Concierge appeared to make an effort to show caring and understanding. She offered to “see what she could do” to make up for the many disappointments and said she’d get back to us later. On the last full late afternoon of our stay the building concierge told me that he had a call from his boss saying for all our disappointments they were happy to offer 25 minute massage. My sister calls the Spa; they tell her that their computer is down and they don’t know their availability and to check again in the morning. We were leaving at noon the next day. No answer in the morning at the Spa. All in all, I was truly hoping to love this place, I really was. Except for the lovely lush landscaping everything else was almost a nightmare. Unfortunately, I will not be back.