The Royal Haciendas Resort & Spa

Please add more Halal options. We liked the fish, but couldn't eat the meat at all, which left us with limited food choices. Even ONE halal option would help people who only eat halal. The property is great, the people are nice, and we enjoyed our stay. It would've helped to have a walking tour when we arrived, since we didn't know about all the facilities or where concerts were held. The concierge kept pushing the presentation, which we weren't interested in. I understand they have sales targets, but the messages felt quite rude when we didn't answer calls because we were in the pool. The concierge desk wasn't very helpful generally, as they were always busy. Edin Aguilera at the front desk was excellent. We also loved Rodrigo and Rafael, who made things enjoyable. I took Rodrigo's yoga sessions and Raphael's cooking class. Santos, Elias, and Maribel were wonderful waiters. Elias was simply amazing, and Santos was kind and friendly. Maribel made excellent eggs. They made us feel special. Josefina seemed very preoccupied and didn't do a good job, but she apologized to us. Some people are just not happy. Restaurant reservations need to be more available. We didn't know how to book because our concierge hadn't told us there was an app. We managed to get a koniko reservation, and the food was very, very good. Our hibachi chef, Armando, was very good too.

The food was better than at other hotels I've stayed at, even though some of those properties were more updated. The hotel is also nice and well priced compared with the rest of riviera Maya. I stayed while celebrating my wedding in Quintana Roo. The front desk knew about it, but did nothing to make us feel special. Around 28 of my guests stayed here for 5 to 7 days, bringing the hotel considerable business. I work at a travel agency and know several hotel chains that would've gone out of their way to arrange something, even just rose pedals in the room or a massage. Before the stay I called to ask if my makeup artist could come to the property on my wedding day and was told yes. Then, one day before the wedding, the hotel said it wasn't possible because the wedding wasn't being held there. That caused a lot of last moment stress and coordination. It's a good place for a vacation, but I wouldn't recommend it for a major milestone.

Our room at the Royal Haciendas was spotless, with fresh linens and towels every day. The resort and surrounding areas were so clean you could walk barefoot. I even saw staff scrubbing the ground and water fountains. All the staff were lovely, and Santos and Saul at La Palapa Del Sol gave us great recommendations each day and took wonderful care of my group. We had a really relaxing time this May. The all-inclusive food was good quality compared with other all-inclusive resorts in Mexico, and there was a wide variety: custom smoothies, omelets, churros, and great ceviche. The hotel felt very safe. The sad thing was the beach condition, though that's completely out of their control because of climate change and erosion. They do their best to keep it clean and beautiful despite the seaweed and climate issues happening around the world. When we took taxis to places like Tulum, the hotel made sure the driver knew where we were going and at what time. Elias Lopez was the BEST. He made sure our group got everywhere safely and even let us stop at local shops for snacks and food on longer trips. Request him if you can! The staff deserve a raise. They're great people, so please tip them!

I wish I’d read a review like this before booking. It would have saved me a lot of money and disappointment. The staff were kind and professional and did their best, but the resort itself wasn’t what the online listing led us to expect. The power outage was the worst part. It began around 3:00 AM and lasted until about 3:00 PM the following day, roughly 12 hours. Guests got little information beyond “We’re sorry, we’re working on it.” We couldn’t sleep in the heat, and my children were sweating through the night and morning. We spent 7 days in a villa, with almost no entertainment or activities available. The all-inclusive drinks tasted so watered down that they barely seemed alcoholic. Even the lemonade tasted like water, as did most of the juices. The buffet was tiny, offered very little variety, and the food wasn’t enjoyable. My daughters were counting down until we could go home. For what we paid, this was unacceptable. A family vacation that should have been relaxing became frustrating and disappointing. We’d had high expectations, but I wouldn’t return or recommend this resort to others.