Great Hotel, Great Service!
Posted Aug 29, 2017
Everything about the Royal Playa del Carmen is first rate. I would recommend this hotel to anyone, and I will go back.
My review is going to be a lot different that all the others due to a very sad situation.
On the second to last night of my stay, just past 11:30PM, I got a call from the USA. My father had suddenly passed away. Needing to get back to Los Angeles ASAP, I went to the front lobby and spoke with the staff at the front desk. I cannot remember his name, but he gave me his condolences, and urged me to contact my travel agent for rescheduling my flights home. He asked the name of the agency, and I showed him the phone number... Without hesitation he said that the call was to the USA and the rate is $1/minute, but the hotel is not going to charge. He told me to return to my room, call the hotel operator, and everything will be taken care of.
I called the hotel operator and she immediately knew who I was and connected me through to the operator. 95 minutes later I had a new flight home first thing in the morning. I went back to the front desk to arrange transportation to the airport and they took care of everything. At 4:30AM I was checked out of the hotel and the taxi was waiting for me.
I can go on and on about the room, drinks, pool. etc. but this example of exceptional service I experienced, is what I will always remember. The travel agency struggled to take care of me (eventually they did) but the staff at the Royal got it, and I am very grateful.