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Reviews of Hacienda Real del Caribe

3.5 out of 5
Hacienda Real del Caribe
Calle 10 entre 5a y 12, Playa del Carmen, QROO

Reviews

8.2

Very good

Rating 10 - Excellent. 334 out of 843 reviews" "
Rating 8 - Good. 303 out of 843 reviews" "
Rating 6 - Okay. 127 out of 843 reviews" "
Rating 4 - Poor. 40 out of 843 reviews" "
Rating 2 - Terrible. 39 out of 843 reviews" "

8.6/10

Cleanliness

8.2/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

8/10 Good

peter

Stayed 5 nights in Mar 2024
Response from Paulina on 23 Apr 2024
Thank you

6/10 Okay

Jessica

Stayed 5 nights in Mar 2024
Response from Paulina on 15 Apr 2024
Hola Thank you so much

10/10 Excellent

Roger

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Mar 2024
Response from Paulina on 19 Mar 2024
HolaMuchas gracias

10/10 Excellent

April

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have had the pleasure of staying twice at this wonderfully characteristic little hotel. I love the fact that it is so very close to every convenience that you might need, being 5th Ave or the beach. The staff is always been exceptionally kind and helpful and I love that the character of the hotel has such beauty in it. I will happily stay at this hotel anytime that I am in Playa if possible. The first time I stayed here inn2020, there was an issue with no hot water for the entire week but I wasn’t bothered by it as it was so hot outside, the cool water was refreshing. My most recent stay in February 2024 there was hot water all week. The Wi-Fi is a bit spotty but that’s safe to say anywhere. I fully recommend this beautiful little hotel. ☀️🥰
Stayed 7 nights in Jan 2024
Response from PAULINA on 24 Feb 2024
Hola AprilThank you so much for your commentsThis is your home away from homeWe look forward to hosting you again

4/10 Poor

Patricia

Disliked: Cleanliness, staff & service, property conditions & facilities
No one was working counter when we arrived . Was told he was at the other hotel. We had to wait over 30 minutes to check in. Not happy!
Stayed 1 night in Jan 2024
Response from PAULINA on 7 Feb 2024
Hola Thank you so much for your commentsWe apologize about waiting time, normally it happens when guest arrive after midnight

2/10 Terrible

Jimena

Disliked: Cleanliness, property conditions & facilities, room comfort
Save your momey
The hotel room was gross. Bed was very hard, pillows are old and stinky. Bathroom full of mold
Stayed 1 night in Jan 2024
Response from PAULINA on 7 Feb 2024
HolaThank you so muchfor your commentsWe sorry about all inconveniencesWe will work to improve

10/10 Excellent

Leslie

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super céntrico y todo bien en hotel
Stayed 4 nights in Oct 2023
Response from PAULINA on 8 Nov 2023
Hola LeslieMuchas gracias por sus comentarios

6/10 Okay

angel

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel structure is very nice, the pool is small always full, people all ways drinking alcohol and noise, not recommend for family, The front desk personnel need to receive a customer service training, while I walked in with my family to the front desk, the individual who was behind the desk ignored us when I told him that we have a reservation for the first time, i told him again that we have a reservation theme he responded with attitude and asked my name them he replied his payment and I asked for my total then he replied back and told me your should know bcz you did your reservation via Expedia, next time do it with us directly and show me a flier with phone numbers, When i pay him with dollars he told me that he doesn’t havre $4 dollars change, I replied back and told him to bring the change to my room, Something that never happened, Before I walked in to my room to read me a few rules of the hotel and one of that was not to drink in the pool, and also he told me that we only allowed to have two towels then I asked him since we were 4 family members in the room we required two more , them he made me to sign a weaver for the extra towels, I understand hotel rules and regulations and we always follow it, but this time this person made me filling like a thief at front of my family, Also I asked them to not go inside my room for cleaning and they went through any way even that I asked to their supervisor .
Stayed 3 nights in Sep 2023
Response from PAULINA on 7 Sept 2023
Hola Mr. AngelThank you so much for your commentsWe apologize about the front desk behave We are working to improve.

10/10 Excellent

Alvaro

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Muy bueno
Es la segunda vez que nos hospedamos en familia en el hotel y muy buena experiecia, todo excelente atencion en general muy buena, habitaciones y limpieza excelente, cerca de la 5 avenida, todo bien
Stayed 3 nights in Aug 2023
Response from PAULINA on 3 Sept 2023
Hola ÁlvaroMuchas gracias por su preferenciaEste es su hogar lejos de casa, los esperamos pronto

8/10 Good

Antonio

Liked: Cleanliness, staff & service, amenities
Bonito hotel limpio serca Dela 5 Avenida. Solo un inconviniente Que el cuarto sepone caliente al salir
Stayed 7 nights in Jul 2023
Response from PAULINA on 29 Jul 2023
Hola AntonioMuchas gracias por sus comentariosEs que hace demasiado calor en Playa, los esperamos nuevamente

10/10 Excellent

Mariana

Stayed 4 nights in Jul 2023
Response from PAULINA on 21 Jul 2023
Hola MarianaMuchas gracias

10/10 Excellent

Natalia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Wifi in the room wasn't strong. Room was on second floor with balcony and we really liked it.
Stayed 5 nights in Jun 2023
Response from PAULINA on 1 Jul 2023
Hola NataliaThank you so much for your commentsThis is your home away from home

6/10 Okay

Irak Carmona

Liked: Staff & service
I liked the look of the place. However the tub was rusty and the shower head was broken. In addition sleeping in the bed was like sleeping on a rock and the towels were not replaced every day as promised.
Stayed 5 nights in Jun 2023
Response from PAULINA on 12 Jun 2023
HolaThank you for your commentsWe apologize about the inconviniences We work to improve

6/10 Okay

Victor Alaniz

Liked: Cleanliness
I didn’t like it not to friendly
Stayed 5 nights in May 2023
Response from PAULINA on 6 Jun 2023
HolaThank you so much for your comments

8/10 Good

Patricia

Stayed 4 nights in May 2023
Response from PAULINA on 16 Jun 2023
HolaMuchas gracias Los esperamos pronto

6/10 Okay

Emma

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The room was very spacious, clean and the location of the hotel was perfect. The bad unfortunately..the noise was so loud from the clubs, bars, restaurants and ppl around it. So if you are a person who cannot knock out with noise DO NOT BOOK THIS HOTEL! Thankfully for us we can fall asleep with noise so it wasn’t a issue but the noise was very obvious so if you are a light sleeper don’t do it. The pool was cute we did enjoy it and definitely enjoyed that it was walking distance to everything.
Stayed 5 nights in Apr 2023
Response from PAULINA on 6 May 2023
Hola EmmaThank you so much, yes , we are on heart of the city, some rooms could be noisy , we have do have quiet rooms.

4/10 Poor

Fernando

Travelled with partner
Disliked: Amenities
Poor maintenance, noisy, uncomfortable bed.
Stayed 3 nights in Apr 2023
Response from PAULINA on 2 May 2023
Hola FernandoMuchas gracias por su retroalimentación

2/10 Terrible

joy

Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Worst night ever
There was night club music going on until 3am that you could CLEARLY hear in your room. It was IMPOSSIBLE to get any sleep what so ever. The pool was also out of service. We checked out the next morning, 3 days early. We would never stay there again.
Stayed 4 nights in Apr 2023
Response from PAULINA on 28 Apr 2023
Hola Thank you for your comments, we apologise for all inconveniences

8/10 Good

Michael, Hubbards

Travelled with partner
Liked: Cleanliness, staff & service
It was what we expected and actually nicer, but you do need to have reasonable expectations. We needed clean, and a bed … both were accomplished and the property has real charm and a lovely pool and is close to everything. There was no air conditioning, our ceiling fan made a loud noise which was not a huge issue as the nearby club dance tunes was loud enough we literally had to talk “loud” to hear each other. We did anticipate this and still felt the price for what we received was a good value.
Stayed 2 nights in Apr 2023
Response from PAULINA on 23 Apr 2023
Hola MichaelThank you so much for your commentsThis is your home away from home

10/10 Excellent

Delany

Stayed 11 nights in Apr 2023
Response from PAULINA on 23 Apr 2023
Hola DelanyMuchas gracias por su calificación

6/10 Okay

Marlen

Travelled with family
The location is perfect, but the cleaning lady stole at least 1000 pesos from my room. And fun 1 bedbug in my daughter bed.
Stayed 3 nights in Apr 2023
Response from PAULINA on 14 Apr 2023
Hola MarlenThnak you for your comments, the afirmation about 1000pesos is delicated If you can contact directly please , so we can start an investigation

6/10 Okay

Jose Miguel Jimenez

Stayed 4 nights in Mar 2023
Response from PAULINA on 28 Apr 2023
Hola Jose MiguelMuchas gracias por sus calificación

8/10 Good

Tanya

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Within walking distance to everything that we needed. Our room was nice, although a little loud at night but that is to be expected with where it is located. Nice pool, wifi was a little slow but worked ok for us. Lots of shopping and restaurants within a block and only 2 blocks to the beach.
Stayed 7 nights in Mar 2023
Response from PAULINA on 7 Apr 2023
Hola Tanya.Thank you for contacting us, We are just in heart of city, looking forward to hosting you again.

8/10 Good

Angie

Travelled with partner
Liked: Cleanliness, staff & service
Pros: Great location close to beach and 5th Ave. Anything you would need is in walking distance. Staff is friendly Clean Great rates Cons: Not enough chairs or towels for pool Very noisy at night
Stayed 6 nights in Mar 2023
Response from Hotel Hacienda Real del Caribe on 12 Mar 2023
Thank you so much for your comment!We look forward to be your host again in your future visit.

8/10 Good

ROBERT

Liked: Cleanliness, property conditions & facilities, room comfort
Nice local hotel.
A nice tourist class hotel. Clean, nice pool, free parking (must leave key), great location. Terrace was a bit dirty and room safe was broken otherwise nice experience.
Stayed 2 nights in Dec 2022
Response from PAULINA on 13 Feb 2023
Hola Robert, thank you so much for your commentsSorry for the inconvenients

10/10 Excellent

Shelley, Dryden

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a beatiful hotel with great amenities! The staff are very friendly and helpful. The property was extremely clean and well maintained. Our room was extremely clean and spacious! The beds were comfy, but could use better pillows. The water pressure in the shower was the best I've ever had in my life! The restaurant downstairs was also excellent! We absolutely appreciated the ability to store our luggage safely with the front desk as we arrived well before check-in time, as well as use the amenities such as the bathroom and pool. We were also able to store our luggage again after we checked out, as we had a late flight departure. I would definitely stay here again!
Stayed 1 night in Jan 2023
Response from PAULINA on 30 Jan 2023
Hola ShelleyThank you so much for your comments, this is your home away from home,We look forward to hosting you again

10/10 Excellent

Eric

Stayed 1 night in Jan 2023
Response from PAULINA on 24 Jan 2023
Hola EricMuchas gracias

10/10 Excellent

Judith

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everyone at the front desk was very courteous. There were several rooms available at my check in so the young man at the front desk took the time to show me a few of the rooms and let me make a choice. I really appreciated that as I had never stayed at the Hacienda. I loved my room and will definitely return. The room was spacious, clean, and comfortable. I also loved the location of this hotel.
Response from PAULINA on 11 Jan 2023
Hola Judith Thank you so much for your comments, this is your home away from home.We look forward to hosting you

10/10 Excellent

Jin

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Excellent Everything.
This is very good hotel, it is hidden jam in the crowded hotel area, I recommend to everyone. When you enter the hotel, the structure is beautiful, swimming pool is in the middle. There is roof top. Room is huge, much bigger than the similar hotel we stayed before. Room is super clean, new renovated bathroom. Furniture is old style but good quality. We like it so much. Bed is comfortable. Overall we feel like this is the most valuable stay in my 15 days trip.
Stayed 1 night in Jan 2023
Response from PAULINA on 9 Jan 2023
Hola JinThank you so much for visiting us, this is your home away from homeWe look forward to hosting you again :D

6/10 Okay

Joseph

Liked: Cleanliness, property conditions & facilities
They have a great pool. The sky deck has a lot of potential but is not in use. There was night clubs which kept you up until 3:00am. I can't recommend do to the noise.
Stayed 4 nights in Dec 2022
Response from PAULINA on 29 Dec 2022
Hola JosephThank you for your comments

10/10 Excellent

Greg

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Awesome hotel. Small but perfect in the heart of Playa
Response from PAULINA on 27 Dec 2022
Hola GregThank you so muchWe look forward to hosting you

10/10 Excellent

Graciela

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Dec 2022
Response from PAULINA on 19 Dec 2022
Hola Graciela Muchas gracias

4/10 Poor

Jeanette

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2022

10/10 Excellent

Ramón

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excelente servicio durante la estancia. Gracias.
Stayed 1 night in Oct 2022
Response from PAULINA on 27 Oct 2022
Hola Ramon, muchas gracias por sus comentarios

8/10 Good

Louis-philippe

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
The bed are just to hard
Stayed 1 night in Sep 2022
Response from PAULINA on 26 Sept 2022
THANK YOU

4/10 Poor

Michael

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Very nice luxury hotel but despite of hight costs they do not provide water or coffee - not even for sale. Only in the very first night they gave us a trop of water.
Stayed 1 night in Sep 2022
Response from Paulina on 12 Sept 2022
Hola Michael, thank you so much We will check about the water

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay!!!
Had a very enjoyable stay and.a.great.price.too. will defintely use them again next trip.
Stayed 1 night in Aug 2022
Response from PAULINA on 19 Aug 2022
Hola Richard, thank you so muchWe look forward to hosting you

10/10 Excellent

Monica

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Lovely property. Friendly staff. Perfect location. I would gladly stay her again.
Stayed 1 night in Jul 2022
Response from Paulina on 25 Jul 2022
Hola Monica, thank you so much, this is your home away from home, We look forward to hosting you

6/10 Okay

Monyka

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
Front desk service
Place looks super charming, good location but they only give you one key and you can’t leave the AC on without one. I stayed at the end of June when the temperatures are extremely high and the room was extremely toasty. I asked for a second one because we were 4 people doing different activities. They said they couldn’t do that since the system didn’t allow it? Most places give you 2 keys. After my book I reached out for an invoice for my stay and the customer service at the front desk refused to provide this information. I doubt I would stay again here.
Stayed 3 nights in Jun 2022
Response from Hotel Hacienda Real del Caribe on 14 Jul 2022
Hello how are you. Thank you very much for your comments, they help us to improve.

6/10 Okay

Jacqueline

Stayed 7 nights in May 2022

10/10 Excellent

Ricardo

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2022
Response from hotel Hacienda Real del Caribe on 18 May 2022
thank you so much for the rating, we hope see you the next time

10/10 Excellent

isabel

Stayed 1 night in Apr 2022
Response from Paulina on 19 Apr 2022
Hola Isabel, muchas gracias, los esperamos pronto

6/10 Okay

Jennifer

Liked: Cleanliness, staff & service, amenities
The grounds and pool area were very nice. The bedrooms were pretty outdated though. The bedding was old and worn but seemed clean and. The beds were hard as a rock!
Stayed 1 night in Apr 2022
Response from Paulina on 18 Apr 2022
Hola Jennifer, thank you , we will check the beds

10/10 Excellent

Irma

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Un hotel económico que además está muy bonito y limpio
Stayed 2 nights in Mar 2022
Response from Paulina on 25 Mar 2022
Hola Irma Muchas gracias, este es su hogar lejos de casa, los esperamos en su proxima visita

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Bueno, bonito y barato
Bueno, bonito y barato. Centrico, limpio y buena atencion. Ps. Como esta tan centrico(pros) hay bastante ruido(cons). El AC de mi habitación no enfriaba los suficiente. Pero la habitación de mis hijos si enfriaba. Me volvería a quedar ahí.
Stayed 1 night in Mar 2022
Response from Paulina on 22 Mar 2022
Hola, muchisimas gracias, este es su hogar lejos de casa, los esperamos en su proxima visita

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I’ve stayed there before I’ll stay there again. The location is great the service is great. We requested and got a room with a balcony facing the pool. It was very nice very comfortable.
Stayed 1 night in Jan 2022
Response from Paulina on 24 Feb 2022
hola Michael, thank you so much for your comments, this is your home away from home. We look forward to hosting you :)

10/10 Excellent

Hector

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Nice place to stay and affordable
Stayed 1 night in Feb 2022
Response from Paulina on 23 Feb 2022
Hola Hector, muchas gracias

10/10 Excellent

Alexey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent value for the money. Close to the beach, shops, Walmart, entertainment, etc. Will book again if I find myself in Playa del Carmen.
Stayed 8 nights in Feb 2022
Response from Paulina on 11 Feb 2022
Hola Alexey, thank you so much, this is your home away from home, we look forward to hosting you

4/10 Poor

Hans A.

Travelled with family
Liked: Cleanliness, room comfort
Disliked: Staff & service
Very nad experience
The quality of the Internet is not acceptable. I suppose I had the worst Internet ever. Impossible to book our bus tickets, or make online check-in for the flights of my family, because I got permanently disconnected or the pages stuck. In the end I had to go to the bus terminal, in order to book our tickets. - Next: Breakfast was supposed to be included in the room rate for 2 adults and one kid. We were supposed to get tickets for the breakfast at check-in, which we did not. So the first morning sitting at breakfast, the waiter asked us for the tickets. So I had to get up again and go to the reception and ask for the tickets. The receptionist - very unfriendly - told me, that we qualified only for 2 breakfasts per day, which I denied, but he insisted and what ever I explained to him - he refused to accept a 3rd breakfast for our party. It was a bad discussion and I finally had enough and left with just 2 tickets. We made an order from the a la carte menu for the 7 year-old, knowing, that we had to pay for it. The moment we received our breakfast, the receptionist showed up, telling me, that he was wrong, and we were supposed to get 3 breakfasts - I didn't want to talk to him anymore, being so rude before, but he did not even want to accept this and wanted to talk. This person was so un-professional! Plus: You must sign for several things (like towels, remote control and more) but I had to ask 5 times to finally get the towels, or twice for the remote control.
Stayed 2 nights in Feb 2022
Response from Paulina on 10 Feb 2022
Hola, thank you for sharing, we are checking right now what was on , sorry for all inconveniences

8/10 Good

Brian

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Amenities
Property is really showing its age although the staff does a great job at keeping it tidy and clean. We have stayed here before and have said before, they need an ice machine, i got frustrated having to buy a bag of ice just to cool down a drink,use a few cubes then watch the rest melt.
Stayed 10 nights in Jan 2022
Response from Paulina on 8 Feb 2022
Hola, thank you so much, ice machine is on plan