Dear Dennis,We regret learning that your check-in process didn't meet your expectations. We want your arrival to be relaxing, and welcoming. We apologize if your concierge was a little too eager to reserve a spot for you on one of our presentations. These optional presentations are a great way to find out about all of the amenities available around the resort, as well as to find out what vacation ownership can do for the way that you and your family travel in the future. However, we understand that time spent on vacation is valuable and that these optional tours are not for everyone.We understand that beach erosion and the sargassum seaweed can impact the enjoyment of the beachfront. Seaweed is a natural issue in the Caribbean, and red flags are there for safety reasons. While these natural occurrences are beyond our control, we continuously strive to mitigate their effects and maintain the beauty of our surroundings.We appreciate you bringing these details to our attention. We hope you'll give us another opportunity in the future to show you the Royal Haciendas experience at its best.Warm regards,Josimar AmezcuaOnline Reputation Agent

Dear Sabrina,Thank you for sharing your review of your recent stay at The Royal Haciendas!We appreciate you highlighting the positive aspects of your experience, especially the spacious and well-laid-out rooms, the delicious poolside fajitas, and the fun excursions you were able to participate in. It sounds like these elements truly enhanced your stay.We sincerely apologize that the check-in concierge experience did not meet your expectations. We apologize if your concierge was a little too eager to reserve a spot for you on one of our presentations. These optional presentations are a great way to find out about all of the amenities available around the resort, as well as to find out what vacation ownership can do for the way that you and your family travel in the future. However, we understand that time spent on vacation is valuable and that these optional tours are not for everyone.We understand your disappointment with the beach condition. Please rest assured that we are actively assessing the best strategies for beach restoration while prioritizing the preservation of the surrounding ecosystem. We understand that beach erosion and the sargassum seaweed issue can significantly impact the enjoyment of the beachfront. While these natural occurrences are beyond our control, we continuously strive to mitigate their effects and maintain the beauty of our surroundings.We regret to learn that your dining experience did not meet your expectations. Our team is devoted to providing guests with exceptional vacation experiences. We encourage guests to promptly share any concerns they may have during their stay, as it enables us to promptly address and improve their overall experience. Your feedback regarding these areas will be valuable in guiding future improvements.We value your feedback and hope that you will consider giving us another opportunity to exceed your expectations during your next visit to the Mexican Caribbean.Warmest regards,Josimar AmezcuaOnline Reputation Agent

Dear Adham,Thank you so much for your review of your recent stay at The Royal Haciendas!We sincerely appreciate your feedback, as it helps us identify areas for improvement and ensure that all our guests have a pleasant experience during their stay.We regret to hear about your experience with our staff. Providing friendly and courteous service is of utmost importance to us, and it's disheartening to learn that we fell short of meeting your expectations in this regard.Please rest assured that we take your comments seriously and will address them with our team to ensure that all our guests receive the warm and welcoming service they deserve.Despite this, we're glad that you chose to stay with us, and we hope to have the opportunity to welcome you back in the future and provide you with the exceptional service that we strive to deliver.Warm regards.Josimar AmezcuaOnline Reputation Agent

Apreciable Gustavo,Gracias por tomarse el tiempo de publicar acerca de su experiencia en The Royal Haciendas.Nos complace saber que, a pesar de las dificultades en el proceso de check-in, pudo disfrutar de nuestras instalaciones una vez que se completó el proceso. Valoramos su paciencia y comprensión durante este tiempo.Lamentamos profundamente escuchar sobre su experiencia durante el proceso de check-in. Permitanos proporcionarle más contexto sobre lo ocurrido. A su llegada, usted fue registrado por Susana, nuestra recepcionista. Sin embargo, la habitación asignada aún no estaba lista, lo que impidió que se le colocaran los brazaletes de acceso. Aunque entendemos su frustración, queremos asegurarle que no hay discriminación entre nuestros huéspedes locales y extranjeros. Nuestro objetivo es brindar un servicio equitativo y de calidad a todos nuestros huéspedes.Entendemos que la espera y la falta de información adecuada pueden haber sido frustrantes, y le ofrecemos nuestras más sinceras disculpas por cualquier inconveniente que esto haya causado. Sus comentarios son importantes para nosotros, y compartiremos sus preocupaciones con nuestro equipo de gestión para abordar cualquier situación y mejorar nuestros procesos de check-in.Esperamos que haya podido disfrutar de nuestras instalaciones y servicios una vez que se completó el proceso de check-in.Esperamos tener la oportunidad de recibirlo nuevamente en el futuro y demostrarle nuestro compromiso con un servicio excepcional desde el momento de su llegada.Saludos cordiales.Josimar AmezcuaAgente de Gestión de Reputación Online

We sincerely apologize that we fell short of your expectations.  We value your feedback and would appreciate it if you could contact us directly to share more about your experience. This will help us improve and ensure future guests have a better experience.

Dear Tabitha,Thank you so much for your review of your recent stay at The Royal Haciendas!We truly appreciate your feedback and are pleased to hear that you found our resort to be very nice. Providing a comfortable and enjoyable experience for our guests is our top priority.We understand your concern about the limited evening activities and dining options. We strive to create a relaxing and serene atmosphere for our guests, which includes closing certain facilities at 10pm. However, we will certainly take your feedback into consideration as we continue to evaluate and improve our offerings.Regarding the food, we're glad to hear that you found it to be satisfactory. We are always looking for ways to enhance our culinary offerings and will take your comments into account as we work to improve.We hope that despite these limitations, you were able to enjoy your time at our resort and create some wonderful memories and hope to have the pleasure of welcoming you back in the future.Warm regards.Josimar AmezcuaOnline Reputation Agent

Dear Juan Pablo, We sincerely apologize that we fell short of your expectations. We value your feedback and would appreciate it if you could contact us directly to share more about your experience. This will help us improve and ensure future guests have a better experience.Warmest regards,Josimar AmezcuaOnline Reputation Agent

Dear Thomas Theodore Fields,Thank you so much for your review of your recent stay at The Royal Haciendas!We are thrilled to hear that you enjoyed your 9th visit to The Royal Haciendas and that it was as wonderful as ever. It's fantastic to know that you found the food better than ever and that everyone was super friendly during your stay. Our team works hard to provide exceptional service, and we're glad to hear that you experienced just that.We're delighted to hear that your check-in and check-out processes were smooth and fast, allowing you to make the most of your time with us. It's wonderful that you enjoyed the immaculate pool and the variety of activities available throughout the day. We strive to provide a memorable experience for all our guests, and it sounds like you had a fantastic time.Thank you once again for your kind words, and we look forward to welcoming you back for your 10th visit and many more memorable experiences at The Royal Haciendas!Warm regards.Josimar AmezcuaOnline Reputation Agent

Dear Aaron,Thank you for sharing your recent experience at The Royal Haciendas with us!We're delighted to hear that you found our resort beautiful and felt safe throughout your stay. Ensuring the safety and comfort of our guests is always our top priority.Your feedback regarding the service and dining options is valuable to us. We're glad to hear that you received amazing service from our cleaning staff and enjoyed the convenience of having food available all day. However, we apologize for any inconsistency you experienced with service and dining options. Rest assured, we'll use your feedback to make improvements and ensure a more consistent experience for all our guests.Thank you once again for your review, and we hope to welcome you back for another enjoyable stay in the future!Warm regards.Josimar AmezcuaOnline Reputation Agent

Dear Mariano,Thank you for sharing your feedback about your recent stay at The Royal Haciendas.We're delighted to hear that you found our breakfast selection and our casual-elegant dinner options to be great. It's wonderful to know that you appreciated the cleanliness of our property as well.We understand your concerns about the slow service at the bar areas around the pool. While we strive to deliver excellent and efficient service at all times, there are instances, such as peak hours or mandatory procedures, that may require additional attention. Rest assured, we will review our processes and work with our team to ensure that service is prompt and efficient in all situations. Thank you for bringing this to our attention.We apologize for any inconvenience you experienced on your day-trip to the cenote. For any tours or excursions off-property, we highly recommend consulting with our partner, Thomas More Travel, where you can receive detailed information about distances, schedules, and activities. Their onsite travel agents can provide comprehensive guidance to ensure that you have a clear understanding of the itinerary and can make informed decisions about your excursions. Thank you for choosing to stay with us, and we hope to have the opportunity to welcome you back in the future.Warm regards.Josimar AmezcuaOnline Reputation Agent

Dear Patrick,Thank you so much for your review of your recent stay at The Royal Haciendas!We're thrilled to hear that you enjoyed your stay and that our staff took good care of you. Your kind words mean a lot to us. We're also glad to know that you had fantastic meals at our two restaurants and found the booking process easy.Regarding your feedback about the buffet, we appreciate your honesty. We're always striving to improve, and your insights will help us enhance our dining experience for future guests.We hope to welcome you back again soon for another wonderful stay!Warm regards.Josimar AmezcuaOnline Reputation Agent

Dear Anuar,Thank you so much for your review of your recent stay at The Royal Haciendas! We're delighted to hear that you had a great stay at The Royal Haciendas and that you found our property to your liking. Providing the best service to our guests is always our top priority, and we're thrilled that you appreciated the efforts of our team. Your kind words will be shared with them, and we're sure they will be encouraged by your feedback.We hope to have the pleasure of welcoming you back for another memorable stay in the future!Warm Regards.Josimar AmezcuaOnline Reputation Agent

Dear Azra,It is our pleasure to learn you've enjoyed your recent visit and that your experience was positive.We look forward to welcoming you during your next visit to the Mexican Caribbean.Warm regards.Josimar AmezcuaOnline Reputation Agent