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One of the ‘Leading Hotels of the World’, the Royal Hideaway Playacar has a touch of elegance. 2- and 3-storey villas are connected via winding paths and fountains, with each having their own personal concierge to cater for all your needs. Indeed, world-class service is the order of the day at the Royal Hideaway Playacar, together with a range of world-class amenities. These include 3 gorgeous swimming pools, one with an infinity edge, 6 à la carte restaurants and 3 bars. There’s a small fitness centre, 2 floodlit tennis courts and water sports in abundance. A place where service and style come together in such grand fusion so prepare to be pampered..
Overlooking a beautiful stretch of beach and just 5 min from lively Playa del Carmen with its shops, bars and restaurants. Transfer time from Cancun airport: 45 minutes.Larger Map
200 rooms and suites situated within 2- and 3-storey villa-style accommodations scattered throughout the resort. All with balcony/terrace, air-conditioning, ceiling fans, satellite TV, complimentry WiFi, audio system with iPod dock and CD. DVD player, alarm/clock radio, telephone, tea/coffee maker, stocked mini-bar, safe, iron and board, and hairdryer. Luxury Rooms with 1 king-size bed or 2 twin beds, sleeping max 3 adults. Wheelchair accessible Luxury Rooms have a roll-in shower and king-size bed (must be requested at time of booking and subject to availability).
Luxury Royal Relaxation — with spa gift, Royal Spa experience, massage, facial, pedicure and manicure and Royal night turn-down, sleeping max 3 adults.
Luxury Royal Romance — chocolate covered strawberries, bottle of Moet Champagne and a Royal dinner on the beach, sleeping max 3 adults.
Luxury Royal Luxurious — A bottle of Moet Champagne and a specially prepared lobster dinner, sleeping max 3 adults.
Luxury Royal Memories — A collector’s Edition Royal Hideaway book, a Royal dinner on the beach, a photograph in a classical Mexican frame. Mayan cultural tour (choice between Chichen Itza or Tulum/Xel-Ha), sleeping max 3 adults.
Luxury Ocean View, with partial views of the sea, featuring a basket of fresh fruit upon arrival, with a king-size bed or two queen-size, sleeping max 3 adults.
Luxury Duplex Suite with accommodation set over 2 floors, the first with a living room, on the second the principal bedroom with 1 king size bed. The suite comes with a basket of fresh fruit upon arrival, sleeping max 3 adults.
7 restaurants (6 à la carte) and 3 bars, including Las Ventanas (fine cuisine), Palazzo (Italian), Spices (Mexican), Azia (Thai, Sushi bar and Tepanyaki), The Grill and the Club Royale dinner show (once or twice a week depending on hotel occupancy). All restaurants require reservations for dinner. Afternoon tea is served in the main building.
3 swimming pools, 3 relaxation pools, beach club. Newly refurbished fitness centre, newly refurbished Spa and wellness centre*, Jacuzzi. Non-motorised water sports including kayaking, snorkelling, sailing, windsurfing and boogie boards. Introductory scuba-diving clinic in the pool. Floodlit tennis courts, bicycles, table tennis and darts. Shopping arcade, beauty salon*.
Daily and nightly programme of entertainment, shows and activities.
24-hour room service. Complimentary wireless Internet service throughout the resort. Laundry/dry-cleaning service*. Pool and beach drinks service.
*Denotes local charge.
Dress code: In the evening, gentleman are required to wear collared shirts, long trousers and closed shoes for dinner. Jeans only permitted at the Grill & Spices.
Please Note: Children under 13 years are not permitted.
All meals, all local beers, soft drinks and premium spirits, house wine by the glass and all activities unless otherwise stated. Stocked mini-bar with water, soft drinks and beer.
Wheelchair Accessible: fully accessible properties that offer wheelchair adapted rooms with either roll-in shower or bath tub with grab rails. Please note: These rooms are subject to availability and may only be available in specific room categories with varying bedding arrangements. Please request this at the time of booking. The Virgin Holidays Special Assistance Team can be contacted by e-mail at firstname.lastname@example.org or call us on 0844 557 3998, Monday-Friday 9.00am-5.30pm.
Wheelchair accessible Luxury Rooms with either 2 double or 1 king-size bed and roll-in shower.Check Prices Back to top
TripAdvisor Traveller Rating:
The thing that is not acceptable for the 5* hotel - the content of our safe box was regularly checked by the staff and 400$ stolen. On the other hand, we were lucky they did not steal all the money... Read more we had in the safe box. When we reported the missing money, the security guards came and pretended there was some investigation, however, nothing was ever found out. Even more, the next day when we came in the room after dinner, the safe box was open. Nothing was taken at that time though. Be aware that nothing valuable can be left in the safe box and regularly check exact amounts of cash you have in your wallet and safe box. Do not leave cash in the room or safe box at any time. Otherwise, the service at the restaurants and bars is very good, the waiters are really careful, if you give tips. Other important information - the credit card we used to pay the wine and other items in the hotel at check out was afterwards faked and significant amounts withdrawn from the account in other part of the world (HK). Since the Royal Hidaway was the only place we used this credit card in Mexico, we were quite disappointed. Read less
From now on, whenever I hear this lovely song again I will always think of our stay at the Royal Hideaway Playacar. You will have a number of experiences. Imagine sitting near one of the pools or on... Read more the beach watching the gentle Caribbean Sea rolling along the sandy shore. Then a humble host comes over and takes your order for a cool drink or a simple meal. Service with a smile, he or she returns promptly with your order. Isn't it time for you to deserve special treatment? We'll if you're looking to be served and catered to in a genuine fashion, this is the place to go. Be pampered without the attitude. The waitstaff, concierges, and staff are the best I've encountered. The staff here at the Royal Hideaway give exceptional customer service and are professionally trained, in my opinion, to cater to the needs of their guests. I wish I could experience this treatment back home. The staff is extremely friendly, polite, and greet you morning, afternoon and evening. If you have a problem with your room or are sick for some reason, they will go the distance to check up on the problem or show their concern. The staff don't expect tips but do so if the service is outstanding. Without question, the customer service is five stars! The overall four out of five star rating is based mainly on my high regard for the staff and how they genuinely conducted themselves and how they accommodated to our needs. The exemplary service of the staff is a fact in many previous reviews. There are some other elements that I would like to confirm from other reviews as well. What is a fact is that the rooms are very clean and are cleaned every day. You will get new towels each time and turndown service as well. You have no need to worry about the beds. Our expectations were met when it came to the rooms. Many reviews mentioned the lack of entertainment and that the hotel was too quiet. If you're in need of peace and quiet, then this is the place for you. If you're a party person then this hotel might not be your best choice. In line with recent reviews, the Reggae show is very underrated. Just last Thursday, everyone and I mean everyone was on the dance floor at the Allegria bar for the Reggae show. Also that evening was the International Show which I was lucky enough to take part in. During the day the animation team offers bingo games, fashion shows, ping-pong and some exercise sessions by the pools. Despite a few spurts of quality entertainment, there could be more though. I would give the entertainment like three stars. At the main building is a spa and gym center. The gym is open to everyone as you can use the exercise bikes and treadmills but keep in mind that spa services is separate from your actual bill. Some staff members will attempt to offer a spa session and if you say no a few times they won't bother you again...unless you come to them next time around. Again, the staff is very good with people and don't hassle you. I'm not sure about internet services but the business center does offer them inside the main building. In addition to the gym, I also utilized their laundry services which is separate. My clothes were delivered back to my hotel on the same day and when we needed coffee in the early morning we got it via room service with no problems and on time. I would give these services as a whole four stars. It is also a fact that you have to dress with pants, collared shirts, and shoes for all the dinners however you can wear shorts, sandals and a short-sleeved shirt or tea shirt to breakfast and lunch at Spices. I found that the attire policy was relaxed at Spices and the same goes for the Deck, however you will have to adhere to the pants/collared shirts policy inside the Grill and all the other restaurants. Remember to make reservations with your villa concierge for your whole stay but you could email the hotel a week or two ahead of time and get your first two reservations done. Now for the quality of the food. There are several options for dining but my personal favorites were Azia and actually the Deck during lunch. The Japanese food at Azia is good and sushi was tasty and fresh. I knew the food would be good if it was being cooked at the hibachi table. If you want simpler food like appetizers and other comfort foods, the Deck would be the place to go. You can also order food from the Deck at the pool and beach. The pinadas were delicious and so were the chicken fingers and fried calamari. Now as for the other restaurants, well all I can say is that the food was unremarkable despite the excellent service, especially at the Club Royale. I wish the food would have been better so a rating of three stars is sufficient so the inconsistency of the food there is accurate based on recent reviews. So if you're staying at Playacar, which is the gated condominium community the Hideaway is located, head into the town of Playa Del Carmen and take the ferry to Cozumel. Its a 15-20 minute walk and is a five minute walk from the Playacar community gate to the heart of town. It's safe all the way through. Head to the ferry ticket booths at the port. There are two companies-Mexico and Ultramar. Don't stop for those salespeople-go straight to the booths and get one way tickets to Cozumel not a return trip. This allows you flexibility between the companies on the way back and two optional departure times instead of one. Thus, you could leave on an earlier trip rather than wait longer. There's also a cool cover band on the Ultramar ferry. These guys were really cool! There are plenty of shops and stores and salespeople hounding you to come into their stores. Walk down the main strip and you'll encounter a modern mall. A taxi will cost you seven usd one way from Playacar to the town. The ferry is 13usd one way per person. On the whole, my fiance and I had a lovely time at Playa Del Carmen and the Hideaway. We've been to the Yucatan twice (See Beach Palace review) and if you want quiet, go to the Playa rather than Cancun. Overall this hotel gets four stars out of five. Mainly because of the staff and the world-class service and the overall look of the grounds and beach. We would recommend this hotel to those who want rest and relaxation without kids and the college scene. I say to the staff: keep up the great work and don't give up the great customer service and hospitality. Read less
First a bit of background - we are a party of 4 - me, my partner (both of us 50 somethings!) and her 2 girls aged 17 and 15 - we were at the Royal Hideway for 10 days. We are reasonably comfortable... Read more financially (so we were able to travel out BA Business Class) but still like value for money. We like a mix of relaxation and a bit of activity/sightseeing and, above all we like our luxuries! I had been to Mexico previously but the rest of the party had not. I had also experienced Mexico 'all inclusive' (at a different resort) and had high expectation that this one would be second to none. Although we booked 2 deluxe ocean view rooms we were lucky enough to have one of them upgraded to a junior suite. Both rooms were excellent, with all the facilities you would want - the suite was over 2 floors and huge! The hotel is very quiet and the sea lapping away helps doze off to a good nights sleep. The 2 main pools (one of which is an infinity design) were not massive but rarely that busy. There are plenty of sunbeds available both round the pools and on the beach (although some of the sunbeds are looking a bit tatty) - which is equally quiet and end-to-end white sand. The sea is warm and safe (with lifeguard support) although it does have quiet a lot of seaweed for the first 20 yards or so. Lots of waiters are constantly patrolling the pool ready to bring you drinks and snacks - they are a nice bunch and very efficient and friendly. A few comments (both good and bad): • The ocean view room had a single King bed - not ideal for 2 teenagers. We asked for a second bed but it never arrived (although in the end we didn't chase as the girls found they could still sleep well apart in such a huge bed!) • One of the hair dryers was broken - we could have got a replacement but it shows they are not regularly checked • The staff were incredibly helpful - each block of rooms has its own concierge and ours, William, could not do more - really helpful and a very nice guy. The reception staff were equally helpful. • The rooms are immaculate and spotlessly clean. The suite is particularly impressive with numerous balconies, sun loungers and even a hammock. Both of our rooms had showers and a Jacuzzi bath - a nice treat after a hard day's sunbathing! • While the internet suffers from occasional outages (largely due to power stability) the signal is reasonable throughout the resort • The Hotel has a small set of shops selling tours, jewellery and general sun supplies (lotions, clothes, hats etc) - prices are reasonable Meals • Breakfasts are in the Spices restaurant - a buffet upstairs and al-a carte downstairs. Staff are courteous, friendly and very helpful. The food is superb - a wide range of cooked and cold with huge variety and all fresh. Chefs are on hand to cook eggs, make smoothies and generally cater for all tastes. The fresh bread is very good! (Overall 9 out of 10) • Asian (Azia) - the Asian restaurant is fantastic for its food, service and general entertainment! Cooked at the table Teppanyaki style, it's easily the best we have been to so far and we were looked after extremely well - good fun and great food. (10/10) • Italian (Plazzo) - Oh dear! The food was superb but it was let down by really poor service. The waiting staff had no idea and were disorganised, inattentive (until it got to the potentially 'tip' time!) and VERY slow - even simple tasks like keeping wines topped up were neglected - not good when you are on hols!! (2/10 - totally down to the Service!) • The Grill - located by the pool and offering a more relaxed style of international cuisine the Grill was really nice with great food. The staff were attentive, kept the wine flowing and it was nice to hear the lapping of the waves in the background. Slightly more relaxed in its dress rules, the Grill is a good venue for a more laid-back meal and, as a consequence, usually has spare places (all of the restaurants need to be booked in advance). (8/10) • Spices (Mexican) - great venue overlooking the Ocean. The menu is quite limited but the food is excellent. Similarly, the staff were attentive, friendly and on the ball. For the first time one of the waiters was able to explain the full list of house wines - about 4 or 5 reds and whites and all good quality. We had an excellent Malbec so, in our view, it is entirely unnecessary to but bottles off the full wine menu. The staff will also mix you anything you want free of charge - so why pay! Spices also has a small bar - a nice venue post eating in any of the restaurants. (7/10 - due to limited choice) • Las Ventanas (International) - great food, great location and atmosphere with excellent service. Not a huge amount of choice on the menu but something for most tastes. (9/10) • The Show - 2 shows are held each week and we went to the 'Mexican Show'. While it was entertaining it was nothing special and the food was very poor (a set menu) - I think the show comes at an extra charge which, for us, would not be worth it. I was left thinking they could do so much better ....... a pity given how much effort the dancers etc put into the entertainment. (3/10) • High Tea - how lovely! For about 90 minutes in the afternoon the hotel offers a wide range of different teas (both hot and iced) and small racks of cakes. In short, it's just a lovely atmosphere that makes you feel quite special - and they do so many varieties of tea that you never need to repeat during your stay! A lovely way to round off the day before a shower and evening entertainment! (9/10) • Alegria Bar - great place for an evening tipple! Good service and entertainment of some sort on most nights Tips Tips always give me a problem because its always difficult to understand the protocol - in many respects it's a cultural thing and I suspect our US friends would have no problem. For me I believe in tipping when it's justified rather than tipping because it's the 'done thing'. Consequently, tips ranged from nothing (the Italian restaurant!!) to around $20 for really good service. I really wish I could offer guidelines but it's a very personal issue. Overall I guess you can bargain on spending around $50 per day on tips - and most of the staff are so helpful and friendly that they deserve recognition. Trips We are not great fans of bus trips (with pick-ups from each hotel) so we had a hire car for a couple of days. While the Mexicans have their moments I felt the driving was quite safe (very similar to driving in the US but less rules!) Most of the reputable companies do hire cars and provide full insurance cover. We did: • Chichen Itza - If you visit one sight this is the one to go for. Its absolutely spectacular and well worth the 2-hour drive from the Cancun coast. You will be accosted at every turn by the vendors selling 'trinkets' from stalls within the complex but they are easily ignored and do offer a few keepsakes to mark your visit. I have also visited the other key Mayan site at Tullum - also impressive and worth a visit but, if you can make it, do Chichen Itza - simply stunning. • Cenotes - on the wany back from CI we visited one of the many swimmable Cenotes (large sink hols full of water) - a spectacular way to cool off after a day in the sun and great fun swimming with the fish. Mexico is littered with Cenotes so it's not hard to find one to visit. • Boat trip - on our second day we visited a couple of the Islands with Ocean Tours - a seperate Trip Report will follow but well worth doing! Overall a great location for a very relaxing luxury holiday - highly recommended! Read less
Wow, wow, wow. The Royal Hideaway Playacar set the standard for our experience of luxury! We chose the Royal Hideaway with the help of our travel agent, and it was the perfect choice for our... Read more honeymoon in November 2013. From the moment we arrived at the grand entry, to the moment we headed back to the airport a week later, we were treated like the most treasured guests in the hotel's history, and I'm sure all of the other guests could say the same. It's beautiful - absolutely beautiful. All of the restaurants, the ample indoor and outdoor foyer areas, the spa, the pools, and the rooms were fantastic. Our room was a bit drafty because of the orientation within the villa (24, which was amazing!), but still felt private and was ample space for the two of us. Our concierge was great and catered to any request we had. The housekeeping was also fantastic. The FOOD! WOW. Seriously, so amazing. My husband has a gluten intolerance and all staff was well aware and made discrete recommendations and silent accommodations at every meal. Making reservations was easy and we felt so spoiled. The full service top shelf bars exceeded our expectation in variety. The breakfast buffet was shocking with all of its variety and standard fare available from all cultures. Lunch each day by the pool, looking out into the ocean was one of our favorite meals. We had a different ceviche each day. The beach and pools were pristine and we never had trouble finding a spot. The view was beautiful and the water was perfect. For entertainment, we did choose one night to go to the Elvis Show. It was humorous and earnest - the performers were professional and talented, but the subject matter was a little off for us. Also, the food served at the show was not at the same level as what we had enjoyed throughout the rest of our stay, but considering the kitchen serving 80 people at once, it was still tasty. One night there was a reggae band, but we were the only ones dancing! The daytime activities like aerobics class looked fun, but we didn't participate. We chose the perfect timing because the rainy season had just ended, but the holiday crush hadn't begun yet. Our one complaint (and it isn't too much of a complaint) was that we felt much younger than the majority of the guests. We are in our early 30s, but most of the guests were mid-50s. We really enjoyed each other's company, as you should on a honeymoon, but we would have loved to meet more couples our age. Overall/tldr: this was an amazing hotel and the very best part (haven't even gotten there yet!) was the service. In a beautiful location, on a beautiful property, the icing on the cake was the staff who made our stay so very special. Every single person we encountered exuded true enjoyment in providing world class customer service. We will definitely be back - maybe for our fifth anniversary? I'll be looking forward to it! Read less
We recently stayed at the Royal Hideaway for seven nights on our honeymoon. We loved our stay there. The staff the entire trip was extremely friendly and helpful. When we arrived to check in we... Read more were greeted with champagne and smiling faces. We stayed in building 22 room 2228. We only had one minor issue in the room with the toilet, but it was fixed as soon as the problem was reported. Our concierge Fernando was always very helpful and willing to give his recommendations on where to eat and where to go outside of the resort. The pools and beach are great. The staff are constantly walking around asking for drink orders which is great. We absolutely loved the food at Royal Hideaway. My wife tends to be a picky eater sometimes and she loved it which made the trip even more enjoyable. Our favorite restaurant was Azia. The sushi was actually really good. My wife got a steak there that was great and I got the curry duck which was also fantastic. You can't go wrong with any of the food there. The only one we did not try was the Italian, but I'm sure it was great. The 24hr room service is great too and usually arrives in 20 minutes of your order. We loved the fact that this resort was not too big or too noisy. It's a great place for people looking to relax and enjoy themselves. I would highly recommend the Royal Hideway to anyone. If we get the opportunity to go back we most certainly would. Read less