The Royal Haciendas All Inclusive

We have traveled to Mexico many times, and this was by far the worst resort experience we have ever had. What makes it even more disappointing is that we are Holiday Inn Vacation Club owners and expected a significantly higher level of service, hospitality, and quality.

From the moment we arrived, there were problems. The resort took our luggage but would not bring it to our room despite us asking multiple times. We were eventually told our luggage had been delivered—it had not. They had misplaced it.

Our room keys were another constant problem. They repeatedly stopped working throughout our stay, sometimes requiring us to have them reprogrammed multiple times in a single day.

Several restaurants were closed during our stay, something that was not properly communicated before our arrival, despite us paying the full resort rate. Even more frustrating, one restaurant we were told would be closed for the entire week eventually opened, but guests were never notified, so we missed it entirely.

Service was extremely inconsistent. We ALWAYS tip, but tipping here felt less like a reward for good service and more like a requirement to receive basic service. If you were not handing out several dollars with practically every drink or interaction, the attitude and level of attention noticeably changed. Some employees at the pool bar were particularly rude and even rolled their eyes at guests.

Restaurant service was also unacceptable. Our orders were frequently incorrect, and some meals took TWO TO THREE HOURS.

Activities are extremely limited as well. Many only accommodate approximately 5–10 guests. Showing up at the scheduled start time does not necessarily mean you will be able to participate because they may already be full.

🚨 IMPORTANT: If you are booking this resort for the beach and ocean, do your research first. During our stay, the ocean/beach was essentially unusable. If enjoying the ocean is an important part of your Mexico vacation, you may be extremely disappointed.

The WORST issue, however, was the sewage/plumbing smell.

Our room regularly smelled like a PORTA POTTY. The sewage odor was also noticeable throughout portions of the property and was absolutely unbearable. It significantly affected our entire vacation. This was not a minor inconvenience—it was one of the most unpleasant conditions we have ever experienced at a resort.

When we tried to escalate our concerns, we repeatedly requested to speak with management and were unable to get meaningful assistance or a satisfactory resolution.

To make matters worse, incorrect charges were added to our account. We disputed the charges, but we were told we could not leave the resort until the balance was paid in full. Feeling forced to pay charges we believed were incorrect simply so we could leave the property was an unbelievable way to end the trip.

We came here expecting the standards associated with Holiday Inn Vacation Club and instead spent our vacation dealing with misplaced luggage, constantly deactivated room keys, restaurant closures, incorrect food orders, multi-hour dining experiences, limited activities, poor service, sewage odors, billing problems, and difficulty getting management assistance.

We have had many wonderful vacations in Mexico. Unfortunately, this was not one of them.

Based on our experience, we would absolutely NOT return to this resort.

Spend a week at Royal Hacienda as always, it did not disappoint. Staff are friendly and accommodating to our needs. Special shout out to: Front desk staff - Edin, Rene, Alfredo, Beatrice, the managers Israel and Jesus Bell Boy Staff: Santiago and Jonathan Activity: Hector, Marco, Jesus