Lina Nouraly
Overall okay. Definitely overpriced resort and better suited for older couples (50+). Entertainment is average, rooms are decent, drinks and food are just okay. Impossible to get a lounge chair by the pool unless you are a regular or wake up at the crack of dawn. They gauge you HARD at the shop so bring your own sunscreen ($45 for a spray bottle is a huge rip off). Staff is really nice though and the beach is unreal (best on the strip of resorts, well maintained).
Christopher T
The bad: The dinner situation is for the birds. You must make reservations, and only one of the restaurants (the one that also does the room service orders, so long waits) are casual at dinner time, so forget being comfortable on vacation if you want to eat dinner. Collars and slacks are required! Room service food is pretty awful. Every time we ordered dinner, it took well over 1.5 hours as well. Tonight, our reservation was 830pm, and we didn't get our food until 1010pm. Our group of 8 never once got drunk from any of the mixed drinks, even when they had extra shots in them. The staff is not on the same page, often giving bad information about restaurant hours, availability, etc etc. The lunch food, and dinner desserts are mediocre at best.
The good: despite the hour+ waits, dinners were delicious. Comparable restaurant quality would easily be $50-$75 per person without drinks and dessert. The pools are amazing. There are so many, you can easily find a private pool most times of the day. The rooms are great, even though we did have a pipe leak, it was fixed the same day. The last Playa Del Carmen all inclusive we stayed at, was a sales pitch 24/7. You couldn't use a restroom in the main area without someone trying to get you to buy a bracelet or a time share. This place is not like that at all, which I appreciate. Only one spa worker was pushy.
Robert Careless
It's the good, the bad and the ugly. The location and the property are gorgeous. However, the restaurants are limited by an inadequate and poor buffet restaurant and very slow service which serves breakfast and lunch. The reservation system for the other restaurants is difficult because it's almost impossible to reserve an early dinner and has to be booked through a concierge. The employees in the main are hard working and friendly. However, it's apparent that the hotel needs visible leadership to ensure that the quality of service and food is maintained at all times. The Deck restaurant, which provides the buffet, needs to be expanded or moved so that an all day quality buffet can be served which is easily accessible by all those staying at the hotel.
Janelle Davies
Mattresses need replaced. My back still hurts, I 5' and weigh about 100lbs. Food and service were good. Beach was beautiful. Everything worked properly in the rooms. We had a group of 10 family members in 5 rooms, hotel staff accommodated seating/tables for us to have dinner together.
Kate Careless
My husband and I spent 9 days at the Hideaway … we had both been very ill over the last year which left my husband with complex dietary issues … we were somewhat perplexed to learn on arrival that the only immediate dining option for our stay would be at 8:30 pm. All bookings are done by your house concierge and fortunately Sandra Gimenez worked hard for us to get 6:00/6:30 pm nightly … it’s a bizarre system as I understand guests can book online prior to arrival !? The food and service are very good and the staff are hard working … the grounds and the beach are beautiful and the activities team are energetic and fun ..the rooms are very dated and tired and definitely not 5 star, sadly my brand new Gucci Rush perfume went ‘missing’ from our room on the second day of our vacation… I reported it to security who searched our room and belongings as part of their protocol … staff were interviewed, however it went nowhere … as a goodwill gesture Sandra Gonzales, Customer Service Manager offered monetary compensation for the ‘loss’ … however we haven’t seen a credit on our Mastercard as promised … could Lorena L. or Sandy G help as I see you both check these reviews regularly… you have our email address … sadly the one on your business card doesn’t work …
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