Royal Hideaway Playacar All-Inclusive Adults Only Resort

TV in the rooms need to be upgraded to smart TVs. Air conditioning was week.

The attention, authentic brand drinks, service, room service, tub in room, beautiful clean beach, the peace being adults only

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The resort is lovely, very spacious, beautiful grounds and well laid out. Very large rooms with dressing room, spa bath, separate toilet and shower room. Very comfy bed and a lovely outlook over the tropical garden and water feature running through the grounds. Mini bar is replenished each day with soft drinks, beer and snacks. Each villa block has a concierge/butler to answer any questions, make restaurant bookings etc. Beach is very clean with beautiful white sand. There is drink and food service around the pools and beach. There is also a lifeguard on the beach. There are daily activities around the pool area if you wish to partake, games, aqua aerobics etc. There are five restaurants but be aware you have to pre book them otherwise you can’t enter, something we were not told on check in and this created some issues until we worked out the system. Also the three top restaurants Azia, Palazzo & Ventanas have a strict dress code for men, covered shoes, long trousers & collared shirts. They other two The Grill and Spices allow dress shorts in the evening. Once again this was not pointed out to us on check in. Staff are overall friendly and helpful. Overall apart from a few annoyances which I will cover below we had a lovely relaxing week at this resort.

The check in staff seriously let this resort down. They are surly, unhelpful and rude. Our check in took ages and the staff member was irritated throughout the whole process. There was no bell boy to meet us on arrival, resulting in us having to carry our own suitcases up the stairs to reception. We were not told that you had to make dinner reservations for the restaurants otherwise you can’t get in. We were not told about the very strict dress code which resulted, on our first night being threatened with security if we didn’t leave the restaurant. Appalling behavior for a resort which promotes itself as being high end. Overall your check in staff need retraining and some lessons in customer courtesy and certainly just general good manners. We have travelled extensively throughout the world and always the check in staff give you a basic rundown of the resort. Hopefully you can address this issue and others don’t have to experience what we did.

Very nice staff at the pool and in restaurants, nice view from the pool

worst check in ever, 1 hour in total, had to sign 5 different forms, traveling in honey moon, zero special attention from the hotel, not even a congratulation letter, they did not upgrade us while occupation of the hotel was at 50%, and they even put us in the worst room, ground floor with a view on a wall....had to complain to get a decent room, front desk staff has not been nice at all, in the room the AC not working properly, toilets not working properly, same with the fridge, if you call reception, room service or concierge they never answer...old hotel that would need to be renovated

- The hotel is nice, although it does not meet the requirements of a 5 stars hotel. - The staff is very nice for the most part, although there were exceptions of personal lack of professionalism. - The meals are well prepared in all the restaurants, although on the Grill the presentation of the dishes is very poor. - The outdoor areas of the hotel are beautiful, very well maintained and the vegetation is exceptional.

- The concierge of the block where my room was located is not a trained person for that position. She was not there the day we arrived (something that can happen in any personal situation), and the next day she was late so we couldn't make reservations for the restaurants we wanted, even though it was my wife's birthday. - Due to my medical condition, I asked her to put me in a bucket with ice, to which she promised and never complied. - When we arrived the first day the room had a huge leak in the ceiling and the floor was full of water, they came to repair it. - The room amenities do not meet the requirements of a hotel of that category. They do not have hair conditioners, something that is common even in the worst hotel in the United States. The first night we only had shampoo, after the second day they put some body wash. - The fridge in the room didn't even cool what was inside. They changed it on the second day. - Our room did not have a hair dryer. - That same night we found cockroaches in the sink (we have pictures). - One of the sinks was clogged (we have pictures). - All the maitres of the restaurants were pleasant and professional, with the exception of the one from the Mediterranean restaurant (Ventanas). - The check-in receptionist was very professional, but not the one who checked us out, who, during the check-out process, only asked us for the room number and gave us the ticket to leave the hotel. Normally, at any check-out, the guest is asked how their stay was, wishing them a happy stay and a happy trip back to their destination. That is an example of people not suitable for a position and lack of preparation. -