"The Hotel rating seem high but it was not what"
Hotel looks clean and nice from the outside it's a typical Spanish Mexican style architect . The place looked clean in the inside and was located about 10 minutes from Play De Carmen. The staff did not greet me on entering they seemed to be busy talking to each other . The checking process didn't go so well they promised me a ocean view room on the […] advertisement before i booked the room but what i was given was a pool side/ garden view . That's when things got interesting instead of moving me to another room with a view they just kept denying and insisting that there was a view. I had to call the booking agency in order for them to address my concerns. That's when they moved me closer to the ocean and gave me a partial entry view the balcony had a view to a pool and towel hut. The room was clean and the furniture seemed modern but the room was a bit small for two full size beds. They have two major dining areas one is with reservation and the other is not. The one with out reservation has a nice view of the ocean and has a decent buffet selection. The one with reservation requires a 24 hour notice and everything on the menu is not covered on the all inclusive package "Steak and Lobster" .The waiting staff was very nice and greeted us on entry and served us well. Read moreGenuine Hotels.com guest review
Response by The Royal Haciendas All Inclusive Dear Guest, Thank you for taking time to post about our resort. Please accept a sincere apology. Rest assured that the behavior you describe from our front desk staff upon checking is nothing we encourage nor support. The requirement measures are being taken in order to ensure this perception is not shared by any of our customers ever again. It is true that certain items are not included with the REFINE All Inclusive program, however, the vast majority of meals and beverages are indeed included and we're glad to know you enjoyed your experience at Los Murales. We look forward to welcoming you again during your next visit to Mexican Caribbean. Warm Regards.
"Beautiful hotel on the beachfront"
Had a great family experience. Hotel was clean, room was more than adequate, and most of the staff was friendly. The only thing I would say I will be returning again!Genuine Expedia guest review
"Nice hotel great location"
Great experience ........................................Genuine Expedia guest review
"Trip to Royal Haciendas - Playa del Carmen"
I went with a group of 7 friends to the Royal Haciendas in May 2014. Overall, I was very impressed with the resort-I would give it 5 out of 5 stars. This trip was my third time to Mexico (my previous two trips were to the Dreams Resort in Cancun). The hotel staff was very courteous the entire time we were there; the pool side service, room service, […] and dining service were all at a very professional level. The staff was helpful and polite. The rooms were very clean and updated; what is pictured on the website is exactly what we stayed in. The food and drinks at the buffet, pool and restaurant were delicious; we loved the fruity blended drinks and the shrimp tacos especially! For the amount of money we paid for our vacation, I felt the food was up to par. Our whole group really enjoyed our stay at the Royal Haciendas. Read moreGenuine Expedia guest review
Awesome experience. The rooms are beautiful and very clean. Carlos the bartender was amazing. Food was great. Can't wait to return!Genuine Expedia guest review
"Horrible Customer Service"
Although this hotel is very nice and the beach is beautiful the customer service was horrible! The hostess and managers at the buffet restaurant were so rude, they just didn't seem happy to be there welcoming the guest. When I go on vacation I expect great customer service specially since you are visiting their country and brining in business for them. […] We stayed 5 nights with the all inclusive package and we understood that we were changing rooms in Saturday however to our surprise the new room we got was dirty. They didn't even care to clean the room or change the bed sheets of the new room. It was also kind of annoying that they asked for our room number even to seat at the beach and use the towels. The wrist band should be enough indication that people are there with an all inclusive package. Read moreGenuine Expedia guest review
"Loved the hotel"
We had an amazing experience here at the Royal Haciendas Hotel, nice hotel, clean, all people very kind and the food was amazing!!! I just loved everything.Genuine Expedia guest review
"Great getaway spot!!!!!!"
My husband and I just got back from our trip and had a WONDERFUL time! We couldn't have imagined anything better. We were celebrating our 20th wedding anniversary and it surpassed all of our expectations. I found this place simply based on reading reviews and now I want to add my own, to also say how beautiful and amazing this place is. Whether you […] want a romantic getaway or a place to take the family, it's perfect. The food is great, especially the selection, with a different buffet theme each night and the staff goes above and beyond. Carlos works at the swim up bar and remembered my husband's name after serving him once. Needless to say we kept going back to him each and every time! The grounds are beautiful and well maintained and there are plenty of beach OR pool chairs. We kept saying all week how much our kids would love it there and we plan on going back as a family. I cannot wait for our next trip to the Royal Haciendas!!!! Read moreGenuine Expedia guest review
"Awesome resort on the beach!"
The resort was in excellent condition & staff was continuously working to make it better. Love the bar staff! Food was nothing to write home about but had a lot of choices! Would go back!Genuine Expedia guest review
"Love it! Clean, great food, the beach beautiful!"
Had a great experience and looking forward to go backGenuine Expedia guest review
We were at the Royal Haciendas May 10th through May 18th, 2014 and could not have been happier. Everything anyone could want was at the resort. Everyone was very nice and always helpful and the beach was cleaned every morning.Genuine Expedia guest review
Everybody was very nice and helpful. Food was amazing especially in The Murales.Genuine Expedia guest review
"Can't wait to go back!"
This was our first experience with an all inclusive stay. It was amazing! The staff was so friendly and helpful. The beach was beautiful. Everything was very clean. The gardens were pristine. I can't wait to go back!Genuine Hotels.com guest review
"Best stay ever in Cancun/Riviera Maya"
We vacation in Cancun or along the Riviera Maya every year. We also look for the best deal and choose our hotels with a good review and best price. This year we went to Royal Hacienda and it was absolutely perfect. Yes, I know so e people will find something to complain about,on every vacation, but this place was outstanding in my book. The hotel was […] not the fanciest I've ever been too, but it was meticulously maintained and I wouldn't change a thing. The rooms were very nice and the upkeep was excellent. We stayed in a hotel/studio for 10 days and it was a good size. I guess I could complain that these units don't have queen or a King size bed and we had to settle for the two full size beds that worked just fine for us. Nearly every room has at least a small view of the ocean the way it's set up, but whether you're on the beach, by the pool or near the beautiful flowing man made river there is something wonderful to see. Again, the grounds were immaculate! Now let's talk food. We did the all inclusive and there is only one buffet restaurant and one specialty "fancy" restaurant. We were worried that we would be sick of eating the same food for 10 days with only one buffet, but we were pleasantly surprised that the good at this buffet was the best we've ever had in a Mexican buffet. Everything they made is made with attention to detail and they change themes every night. The specialty restaurant's food was presented very well for "show", but food there was ok. Read moreGenuine Expedia guest review
Everything was great, really don't have a complaint. The staff was nice and accommodating. The resort is beautiful and the food is wonderful as well.Genuine Expedia guest review
This was my first trip to Mexico so I went in blind and WOW was I supprised!!! This resort really knows how to make you feel at home. The rooms were amazing and HUGE. Everything you needed was right in the room. The staff was very friendly and helpful. The food was typical of any hotel; with outstanding service. The 24 hour room service made it so convienient […] when we arrived after midnight due to flight delays. There were always plenty of seats by the pools and the beach. The towels provided poolside are large and always available. The only complaint I had was the hot tub was not hot, merely lukewarm (not that big of a deal considering the amazing weather). I would HIGHLY reccommend this resort and will definetly go back! Read moreGenuine Expedia guest review
"Nice hotel, all-inclusive package recommended"
This hotel was really nice, on the beach. We had a 2 bed 2 bath suite with an in room Jacuzzi. The resort beach was really clean, plenty of chairs, pools were huge and really fun. We had all inclusive package which I would recommend. The staff from the front desk to bell boy to the servers were really nice and helpful. The pool bar was our favorite. […] The other vacationers were really friendly as well. We played a few pool and beach volleyball games. The food was above average at the hotel restaurants but we were not surprised by that. There were plenty of choices to pick from the buffet or you could also order of the menu. Some of the off the menu items had small surcharge but it was not bad at all. Loved the 24/7 room service availability, however some times not all items off the menu were available. Read moreGenuine Expedia guest review
"Beautiful hotel, great staff--awful food"
Everything was wonderful, but the food and the entertainment. The food in the 5-star restaurant (reservation only) was amazing, but room service, the food served poolside, and the food in the buffet was 2 (on a scale of 1-5, where 5 is best) The food quality didn't ruin the experience, but friends who went to other resorts and everything was all-inclusive […] raved about how good the food and entertainment was. In the future, when planning a vacation to Mexico, I will choose a different resort. Another thing--everything on the resort (outside bars and restaurants) closes at 6. Read moreGenuine Expedia guest review
"Royal haciendas review"
My husband and I chose royal haciendas all inclusive for our babymoon trip, the resort was beautiful with spectacular views everywhere. The dive shop staff was excellent, as well as the restaurant staff at Los murales. We were very disappointed with the buffet restaurant as sell as the poolside restaraunts. Most of the staff were rude, slow, and talked […] back. The only reason i would recommend this place is for it's beautiful views, people with families, and people who want a quiet place to relax but be sure to get trampled on by concierges trying to book you for a timeshare presentation, we didn't get sucked in because if I'm not interested in something not anyone can change my mind. My vacation, your job, I get it but I paid for a vacation not a two hour sales presentation. Adrian was a very sweet concierge but not as helpful, they're only helpful when you tell them you'll go to their presentation otherwise they don't really give you any information. I would like to say stay away from don the concierge, he was fake, rude, and not interested in you but only a way to make a buck. It was disgusting. If I could change this vacation, I wod change where we stayed. Read moreGenuine Expedia guest review
"Found my happy place!"
The resort was amazing. Our concierge was helpful, informative and personable. The room was so nice I felt bad for not spending more time in it. It provided relaxation and activity in a quiet, peaceful environment.Genuine Expedia guest review
"Very nice place!"
We went for a short 3 night trip during the first of may. The weather was wonderful! It was just my husband and I but we decided to pay extra for the room with a jacuzzi on the patio and we were soooo glad we did! It was very nice to sit in the tub in the evenings. We were one of the rooms the farthest from the beach and on the ground floor but it was […] still very cozy and we could still see the ocean a little! We didn't need the full kitchen but it was still nice to have such a good size room. The walk to the beach wasn't far at all and the whole place is so nice we didn't mind at all. The pools are amazing! And we loved the swim up bar! We had no idea going in that they serve you on the beach! They would occasionally come around taking orders. Lifeguard on duty most of the day. We did the all inclusive and the food was great! They did try their hardest to talk us into sitting thru the timeshare class but after stern but nice denials, they happily let us go on to our room! Our fridge was stocked daily with coffee, Tecate beers, coke, diet coke, sprite and orange crush, with the exception to Saturday. A lot of all inclusive stayers have to move rooms on Saturdays due to timeshare owners coming in. We didn't have to move rooms but they also didn't restock our room with coffee and beer. We called the front desk and asked, they said they'd come, we went to the front desk and they said they'd send someone out but no one ever came. Regardless we had a WONDERFUL time! Read moreGenuine Expedia guest review
"ALMOST All-Inclusive but NOT quite there, yet!"
Had a good experience so I will start off with the POSITIVES -- The hotel, facilities and staff were all top notch! Not a single complaint as far as that goes. The property is maintained at a level beyond 10 if I were rating it on a level of 1 to 10! The staff, the friendly atmosphere and the CLEAN, CLEAN, CLEAN environment will keep me coming back […] time and again. HOWEVER, if I must be truthful what will keep me AWAY is something that I think is going to happen in the future -- meaning that this resort is NEW to being an ALL-INCLUSIVE resort so there is some tweaking that needs to happen before I consider booking another week or two stay here. First of all, let's make it clear that I am a FREQUENT TRAVELER and have been to MANY other All-Inclusive resorts prior to my stay here at the Royal Hacienda's. With that said, there is really only 1 restaurant to choose from. GOOD LUCK getting a reservation at Los Murales restaurant. There is no rhyme or reason why someone gets selected to go to this more up-scale restaurant. AND if you are lucky enough to finally score that particular restaurant then please keep in mind that you will have UP CHARGES for meals that are definitely not up-charged at regular All-Inclusive Resorts. The main reason for the up-charges is this resort is currently in TRANSITION MODE from being an exclusive timeshare hotel. Which, is a whole other issue that I do not have enough space because I am limited to amount of words I can type in this box. Read moreGenuine Expedia guest review
"Nice hotel. Clean and well kept."
Staff made hotel welcoming and pleasant. Very accomaditung. Food was great. Only thing beach/ocean had too many rocks. I really prefer Bay side, water too choppy. Overall, really nice. I would recommend that timeshare sales people upon checking in give people an option to hear or not their timeshare meeting, and not waste customer stay time. I thought […] that a turnoff. I personally would warn anyone before their stay there. Overall give hotel excellent rating Read moreGenuine Expedia guest review
The resort is very spacious, lots of activities for all the family. You never feel crowed and very very clean outdoors, picture perfect resort. The only thing it lacks are more restaurants to choose from . I would like to go back in a couple years.Genuine Hotels.com guest review
This was a beautiful resort, and wish we would've been able to stay longer. We bought the all inclusive package. The buffet got a little boring, but still good. You could eat at the pool bar, and that was also very good.Genuine Expedia guest review
"Too many children"
This hotel has two great identical pools w/great swim up bar. But there are so many kids sitting on the bar stools ordering ice cream drinks & juices and then most of them spill in the pool. No room for adults to sit at swim up pool bar. Plus there are two kids pools, but no bar service by them, so parents want to be by the pool bars, why not make […] one of the pools for adults only. Only one restaurant for dinner and minimal entertainment in the evening. 90% of guests are time share owners but hotel does not say this on thier website for vacationers, and not all things are inclusive as far as beers and other type of drinks. So if you want a hotel with a lot of kids, one restaurant, and pay for beer other than corona and bad beach service this is the place for you. Read moreGenuine Expedia guest review
"A true all -inclusive"
Had a wonderful week in PDC. This hotel truly offers a relaxing stress free vacation. My family (3 adults and 3 kids) spent a fun filled week. The room we had easily accommodated us with two separate bedroom areas and a living room with pull down beds. We enjoyed many of the hotel amenities including the free snorkeling free kayaking, free fitness center, […] and some free kids club activities. Everyone at the hotel was very professional and nice. As we rented a car we did not need any tour help or transportation. We were hesitant in coming to this hotel because we have had poor experiences with the food quality at other all-inclusive resorts. However, this hotel had good food and enough variety to comfortably make it through the week. I believe we tried almost everything on the menu and it was all delicious. We also enjoyed the room service which consistently delivered high quality food in about 30 minutes after an order was placed-just perfect for those days where the sun and activities take their tole. As with most hotels there are always some limitations. The only limits we found involved beer and alcohol selections, extra charges for some menu items, and for some activities. Anything extra was always well labeled and mentioned by the waitstaff before getting your order. Overall, the experience was wonderful. It was truly relaxing. We really did not have to do anything other than enjoy the beautiful hotel. Read moreGenuine Expedia guest review
The hotel is really nice. Don't expect anything special though. It's very clean. The beach is beautiful. There are several pools and whirlpools/hot tubs. They have only two restaurants and two pool bars but the food is pretty good. We loved food at the pool bars the most. Be prepared to very slow service:) Overall we really enjoyed our vacation!Genuine Expedia guest review
"Better options in Playa del Carmen"
Clean, nice place with large pools for the kids. Great beach in front with plenty of chairs/umbrellas. Kids loved the kids club activities. Inconvenient to have to give your room # / key every time you ate or had drinks, then had to sign bill. Service was slow (both around the pool, on the beach and in the dining areas) which became more frustrating […] as the days passed. Had to hear the timeshare pitch which wasted our time. Iberostar is a better option in Playa del Carmen. Read moreGenuine Expedia guest review
"Would love to come back SOON!!!"
new hotel, right on the beach, 40 min from airport; very nice rooms, the beach is shallow, easy to swim.Genuine Expedia guest review
"Amazing place to stay"
When we first walked into our room, we were more than a little amazed with the view. We were in E334 (top floor, end of the building, directly over looking the ocean), and I would say anything that fits in that building would have one of the best views imaginable. We traveled with two kids, one 4 year old and one 18 month old. We rented the suit, along […] with the connected junior suite (the upgrade was well worth the price) and it was perfect. The total space reaches something like 1,500 sq ft, and could somewhat comfortably sleep 6 people. (master, 2 murphy beds, two twin beds in the junior suite) The wifi is spotty at best. 25Mbps down, and 0.11Mbps up. We're talking 1500ms latency on top of that. Not that I came to the place for the internet, but being able to download a movie for the kids to watch while the wife and I relaxed one night proved impossible, even starting the download 8 hours prior (ftp timeout issues, I think related to the latency. Read moreGenuine Expedia guest review
We had an awesome vacation! The staff, rooms, pool and beach were exceptional and we had a great time. Chris and Daniel who work in the main pool bar along with Paco, who does water aerobics, were amazing and made each day very enjoyable. Plenty of room on the beach and no worries about getting a Palapa, pool was a bit more busy. Finally, although […] the beach was great, music and activities on both sides of the beach would be fun, for kids, teenagers and adults alike. Read moreGenuine Expedia guest review
"Very nice place, better than expected."
Very nice stay. Real simple resort and well kept. Room was great. Staff was good and friendly. Give food about 8 out of 10. Pool was awesome and the beach was great. Overall I would highly recommend this resort and would go back.Genuine Expedia guest review
"Good hotel but beware of membership presentations!"
I had a great experience up until I was asked to participate in a 90 min presentation for hotel membership. It was described as a no pressure presentation & I was told I would get a free week stay for participating. It turned out to be a 4 hour, high pressure event with no free hotel stay. Lots of people will try to get you to attend but, beware, its […] a scam. Read moreGenuine Expedia guest review
"Excellent pools and beautiful beach."
We stayed a total of 7 days and loved our stay overall. The service at times, such as the pool bars, was a little slow but that didn't distroy how great this place is. The staff was very friendly and certain facilities were opened longer than I expected which made things more convenient based on our schedule. The onsite live entertainment was not great […] but wasn't terrible either. Read moreGenuine Expedia guest review
"Very nice hotel."
Everything was good except this is a time share. For check-in, they sent us to separate corner desk instead of main registration because we were not members. Then they got us into usual time share presentation for 3 hours. Other than that, room, food, swimming pool & beach were excellent.Genuine Expedia guest review
The experience at the hotel was very nice, confortable, the service is excellent.Genuine Expedia guest review
"Very Good experience"
Very clean, great layout, good food. As others have written, they need to do away with all of the signing for everything and the receipt system. It is the only negative for our trip. I would recommend this resort to any family wanting a great experienceGenuine Expedia guest review
"Great all inclusive, great location"
Overall a great all-inclusive resort. Service is prompt and welcoming, facilities are in great condition, food is outstanding, great beach access.Genuine Expedia guest review
"Great hotel for a relaxing getaway"
This was our first all inclusive resort stay and we loved what the Royal Haciendas had to offer! The staff was friendly and attentive. We loved the pool and nightly entertainment. The beach was lovely, however the surf was a bit too rough for me. When we left the resort in a taxi, the valet took our room number, name and where we were headed, which […] made us feel looked-after. We definitely appreciated the free resort-wide WiFi with our two teenagers, who are constantly on their phones. The market was stocked with anything we might have forgotten to bring along. We loved the roaming photographers who brought along tropical birds for candid pics near the pool and beach. I would have loved to get a Christmas card photo thru their service, which seemed reasonably priced. I purchased a CD with 10 photos and was given 2 photos free (and the quality is outstanding). Our room was on the first floor and did not have an ocean view, but we were fine with walking out to the pool area or beach to enjoy the ocean. Read moreGenuine Expedia guest review
"Hotel with nice beach"
Our experience was pretty good overall. The rooms were very spacious and the layout of the buildings made it easy to get to poll,beach, and common areas. The only downfall was having to utilize the room card to order food or drinks and having to wait for the check when it is an all inclusive package. In addition, the hotel didn't have enough room cards […] so only one was provided. On the other hand, the beach was one of the best around. Read moreGenuine Expedia guest review
"Decent resort, but expected more for the money"
Food is decent. Close to downtown. Property and rooms are beautiful. However, little activities offered, bar closes nightly at 12. Zero nightlife at this resort.Genuine Expedia guest review
"Nice hotel at beautiful white sand beach, great to"
Close to the Playa the Carmen city. Clean rooms, good food. We had great time.Genuine Expedia guest review
"Had the best stay!"
Granted we were kid-free for the first time in 3 years...but we really enjoyed everything about this hotel. Our room was a fantastic ground level "villa" suite, that was clean and very comfortable. The grounds were kept immaculate. The pools were fun, the beach was clean and the food was very good for a resort, from our experience. We ate at all 3 restaurants […] and have no real complaints about any of it. The staff were all very helpful. I would recommend staying away from the time-share presentation, unless you haven't booked any excursions through another option, and want to get the discount they offer. We were staying a short time and felt like we were duped into the amount of time it was going to take. We finally got out of it, and felt it was not worth our time, since we really only had 4 days onsite. All in all, we would recommend this hotel to our friends. We'd consider bringing our kids here as it was a family resort and had many activities for the kids. It does shut down at about 10pm, so if you are looking for night life, this would probably not be the place unless you went into Playa del Carmen for the night. Read moreGenuine Expedia guest review
"Not the typical all inclusive"
The grounds and beach are fantastic. This is our 10th trip to Mexico and the food was right up there at the top. If you use the gym it's one of the best I've seen at a AI. The downfall of this resort is that you have to give your room number your room key and sign everytime you eat or get a drink. Very annoying if your use to a typical AI. Also this […] is mostly timeshare people and they seem to come first, but we tip good and after a few days service was good, especially edwardo and darci. Overall a very nice resort. Remember to let your bank know your going to Mexico they require a $500 hold for incidentals. Some items on the menus have an upcharge but we found worth it especially prime rib, sea bass, and the rib eye. Read moreGenuine Expedia guest review
"Nice relaxing stay"
The grounds and hotel were amazing ....extremely well kept. The staff went overboard....everyone that we encountered was very friendly and went out of their way to be helpfulGenuine Expedia guest review
"Great Hotel, Staff, Food and Location"
Exceeded our expectations, will definitely go back.Genuine Expedia guest review
"Lovely to be close to the beach"
Were a bit surprised by the constant and obvious required tips - usually this is not so in all inclusive. Also it was hard to get what I consider normal - shampoo etc. Also we did not appreciated being pressured to attend a 90 minutes presentation to buy some sort of time share. We resisted the invitation but only with a lot of will power - this meant […] we then felt uncomfortable going to the lobby. The place was lovely - the one restaurant which had wonderful food and waiters was hard to book but when we did it was great. The staff there were the nicest in the whole resort. Read moreGenuine Expedia guest review
"Beautiful resort with ocean views"
Excellent customer service throughout our stay! The only negative was that our concierge was pushy about the 90-minute presentation for timeshare. We were honest and told him we weren't interested and really didn't want to sit through a 90-minute sales pitch- we were on vacation! After all, we had paid for our stay and this was noted nowhere prior to […] the visit. Other than that, we highly recommend. Read moreGenuine Expedia guest review
We stayed at The Royal Haciendas during the first week of April. My husband and I were there for our honeymoon actually. While we are younger (late 20's), it was nice to be a quieter resort. It did have some night life, but it was not crazy loud some resorts can be. The condition of the rooms, grounds, and restaurants were all nice. The food was fine […] and the restaurant inside had great food. The pools were clean and also nice. The beach/ocean was nothing to complain about. I would go back and I would recommend this to others. Read moreGenuine Expedia guest review
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