Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
4624 reviews
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Apr 01, 2025Maintenance issues-beware.
First night-no A/C, shower flooded into the adjacent room-3 other parties while we were there with similar complaints and one even with out water. Moved to better room after much haggling. Next day we're told to move back into the defective rooms. Further haggling to stay put with help of local Westjet rep(who wasn't actually advocating very hard for us). Then in the new rooms had to get a maintenance person in to fix a ceiling leak-left a mess-waited 2 days for housekeeping to clean up. Lots of noise in adjacent room apparently being renovated. Bathroom by pool closed for repairs. Overall impression: lack of proper maintenance is catching up with the resort.
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Mar 31, 2025
Disappointing
Booked a 10 day vacation with my family. Decided the Park Royal would be a good option based on other reviews. This experience for us after years of not travelling was very disappointing. After a day of travelling check in was frustrating. We arrived hungry and eating options were extremely limited. The snack bar was only open and only for another 60 min before it closed. Then there would be no other eating options for another hour. There are no food options between 6-7 pm. What kind of all inclusive closes all of their restaurants? Arriving at the resort we had to carry our bags up a flight of stairs to check-in only to have to carry the bags back down while you wait for the shuttle. The shuttle very slow and we waited 15 min to be picked up. When we arrived at our room the door keys didn’t work. The staff never returned with new keys so my spouse had to run back down to get the keys reprogrammed. To get to our room from first contact at front desk to physically getting in the room was 45 min even without having to wait in line to check in. Now we had 15 min to get to the snack bar. The food was garbage. As for other eating options, there are basically two. The snack bars are what I would classify as food you’d get after a night of drinking on the town, burgers and nachos. For the restaurants, if you don’t reserve the late day meal at the one restaurant by lining up before 9:30 am, you don’t get in. Why are there no online booking option? The reservations alternate by night, Italian or Mexican. What was frustrating about the reservation restaurant, some food choices were not available, even though they were on the menu. The other restaurant is a la carte and was a much better option, especially with kids. It actually had authentic Mexican food daily. At times though you would find empty pans that are not restocked in a reasonable amount of time. As for the room, desk staff told us they allowed only 2 small bottles of water in the room per day. How does this make sense for a family? The shower only had warm water at best. We literally did not use the cold tap at all. We needed to let the water run before hand so it’s not ridiculously cold. The shower pan became a swimming pool during showers because it doesn’t drain properly. We would be standing in a pool of water while we showered. Oddly staff showed the next day asking if a funny smell was coming from the shower. They poured something down the drain but didn’t correct the issue. The shower curtain does not contain water within the shower so the entire shower/toilet area becomes wet. Very slippery on tile. And the bath mat is a waste because it would be soaked. In terms of the overall resort, we were told to use the app to learn about the resort; restaurants and map layout, etc. The app is a generic Park Royal app. It was absolutely useless in providing any meaningful info. The resort shows age and wear; paint flaking off the walls, paint drops on the tile, railings wobbly, etc. What shocked me most was the gym. It was right out of the 1980s. I’m a fitness professional and I would not recommend anyone use this unmaintained equipment. It’s a liability waiting to happen. The vacation was booked through WestJet Vacations and I would not rate this resort as a 4 star. The main reason I would not recommend this resort is because of the desk staff and their bracelet system. The bracelet style used at this resort compared to others is questionable. They are basically a piece of fabric with a cinch. The ends bounce around and are annoying. Our experience with our child was infuriating. Upon arrival desk staff placed the bracelet on my kid’s arm. Within a couple of hours it tightened very uncomfortably. We reported it and they cut it off, no charge. They put the next one on more loosely. The next day at the beach and playing in the waves it fell off in the ocean. We reported it and the told us we need to pay 1750 pesos ($121 CDN). We refused and said we’d look for it. Each time we went by the desk they hounded us for payment. We basically avoided the desk for the next 8 days. At checkout they asked if we found it and told them no. The again told us we owe 1750 pesos. We refused, asked to speak to management. I had to write a letter noting why we are refusing to pay. Desk staff said if we didn’t they have to pay for it. I call BS. What is infuriating is they cut off the bracelet at check out and throw it out. Also, I saw numerous kids without bracelets so why were we singled out? For this reason alone, I cannot recommend this resort.
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Mar 30, 2025Park Royal march 2025
The hotel and rooms are very clean. The food basic but edible. More hotel info would be great i.e imformation on entertainment at the reception area and drinks menus at the bars. Overall good value for money
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Mar 27, 2025Insist on air conditioning and a functioning shower
My wife and I were travelling with our 1.5 year old boy and my parents. We arrived at our rooms on the 2nd floor mid-afternoon (heat of the day) and found that neither had functiong air conditioning. Being from Canada, we found that the rooms were very warm and we were concerned that it was much to hot for our little boy to sleep in (or us). We used the shower in our room and discovered that water leaked under the tile barrier all across our room. We went down to reception to make a complaint. We were told that the air conditioning system was being worked on and would operational in 30 minutes. We returned to reception 2 hours later to complain again. The air conditioning was still not working. Reception insisted that it would be working soon. This time we did a little investigating and asked around to find out that another Canadian family had been staying in a room without air conditioning for 4 days! Another family had arrived the same day as us was also without air conditioning on the same floor. We argued with the reception staff for 2 hours before they finally conceded and put us (and the other Canadian family that had arrived that day) up on the 10th floor. Nicer rooms and functioning air conditiong. The staff tried to get us to move back down to our 2nd floor rooms the next day. We opposed this - not believing that the air conditioning would actually be working. This was very stressful for us to deal with on the first 2 days of our trip - especially with a needy boy at our heels. Fortunately, through some perserverance we were able to stay on the 10th floor for the entire week which was quite nice. In terms of service though, I will say that were we quite disappointed. I would expect that the reasonable to do in a situation like this would be to automatically upgrade your guests to a better room in the event of any malfunctions... and apologize profusely. Maybe I'm just a naive Canadian but I found this service unacceptable. I would not recommend staying here.
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Mar 26, 2025
First visit to Huatulco
Such a friendly environment. People were wonderful and food was delicious! Enjoyed the Bahia’s and waterfalls.