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Reviews of The Royal Haciendas All Inclusive

4 out of 5
The Royal Haciendas All Inclusive
Playa del Carmen, QROO

Reviews

8.8

Excellent

Rating 10 - Excellent. 780 out of 1314 reviews" "
Rating 8 - Good. 310 out of 1314 reviews" "
Rating 6 - Okay. 126 out of 1314 reviews" "
Rating 4 - Poor. 54 out of 1314 reviews" "
Rating 2 - Terrible. 44 out of 1314 reviews" "

9.6/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

9.2/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

6/10 Okay

Mariano F

Travelled with family, Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Hotel is OK, but for the price you can get plenty of better options in the area. The staff are very friendly with the exception of bar areas around pool, where service was extremely slow and priority was given to non-all-inclusive folks who obviously had to pay for their food/drinks (more tips probably). The staff were constantly trying to get us to move from tables (we were a party of 10) because they "were needed elsewhere", even though the hotel was nowhere near capacity and plenty of tables/chairs available. The breakfast selection and the casual-elegant dinner options (steakhouse and hibachi place) were great, but the buffet or pool-area food was average. Beware of taking a day-trip to the cenote - they will tell you it's included and only have to swing by a restaurant and a jewelry shop because it's part of the agreement, but what they don't tell you is this is nearly 4 hours between drivetime (all the way back to Cancun for this), and the time you stay in there. The drivers will disappear for a while as is probably expected of them and you have to just wait it out in there. A day trip from 8.30 to 5 PM only really allowed us to be at the cenote after 12.30 PM - the other 4 hours were spent in vans or shops, way more than what was explained to us. Kinda just ruins the day. Everything is very clean. But probably recommend some other place for the price.
Stayed 3 nights in Apr 2024

8/10 Good

Patrick

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We really enjoyed our stay. The staff was always friendly and took care of us very well. One thing I did not love was the buffet which I would rate as ok at best. With that being said we had fantastic meals at the two restaurants and found making bookings very easy.
Stayed 7 nights in Apr 2024

10/10 Excellent

ANUAR

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property with the best service
Stayed 4 nights in Apr 2024

10/10 Excellent

Azra

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 5 nights in Apr 2024
Response from Jamezcua on 29 Apr 2024
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

10/10 Excellent

Charles Wayne

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly people!!!! Love the views
Stayed 7 nights in Apr 2024
Response from Jamezcua on 29 Apr 2024
Dear Charles Wayne,Thank you for sharing your experience of your recent stay at The Royal Haciendas.We're thrilled to hear that you encountered very friendly people during your stay! Our team takes great pride in providing warm and welcoming service to all our guests.We're delighted that you loved the views from our resort. It's always wonderful to know that our guests appreciate the beauty of their surroundings.Thank you again for your kind words, and we look forward to welcoming you back for another fantastic experience at The Royal Haciendas!Warm regards.Josimar AmezcuaOnline Reputation Agent

6/10 Okay

Louisa

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Very nice hotel, very clean, staff let it down as looking for tips more than giving good service, had to move rooms med stay even though we received 2 emails saying we didn’t
Stayed 14 nights in Apr 2024

8/10 Good

Danielle Renee

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
We stayed here for 11 days with 2 children, ages 9 and 11. We had an awesome vacation. This place was beautifully landscaped and quite clean. We really enjoyed the food by the pool and my kids loved the games room. I would have rated it higher overall but there are timeshare people everywhere at this resort… I felt a bit hustled at times even after saying we weren’t interested in ownership. There are a lot of owners here too, so at times it felt like they were treated a bit better….some owners seemed to express a sense of entitlement. But we also met some wonderful people who owned places. My advice would be just avoid the timeshare people like you do when you exit the airport in Cancun!
Stayed 10 nights in Apr 2024

8/10 Good

NELLY

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The bath water did not regulate the cold or the heat.
Stayed 4 nights in Apr 2024

10/10 Excellent

Christianne Elizabeth

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a wonderful March break! The one bedroom suites are extremely spacious and perfect for separation from the kids at night. Poolside restaurants were great, can even order food to your lounger. As mentioned by others, can be hard to get reservations at the ala carte restaurants- need to call first thing in the morning, and even then we only got 5pm reservations (which was ok for our hound family). It’s a very family friendly resort, pretty quiet in the evenings, would benefit from more shows in the evenings and music by the pools for atmosphere. The property is maintained impeccably and we found the food and drinks excellent! Only cons were no music by the pool, limited evening entertainment, beach is eroding, and difficult to get waiters attention at times by the pools (wondering if they serve the time share people more readily than the all inclusive guests?). Our kids really enjoyed the kids club, they were great! All in all, we would definitely go back!
Stayed 7 nights in Mar 2024

4/10 Poor

Hermelinda

Travelled with family
Disliked: Amenities, property conditions & facilities
Terrible beach! If you are looking for a nice beach this is not the place. Picture are not updated, there has been erosion in the last couple of years and there is rocks and tree roots and make imposible to enjoy a good splash in the water.
Stayed 7 nights in Apr 2024
Response from Sandra R. on 30 Apr 2024
Dear Hermelinda,Thank you for sharing your feedback regarding your recent stay with us. We sincerely apologize that the condition of the beach did not meet your expectations.Please rest assured that we are actively assessing the best strategies for beach restoration while prioritizing the preservation of the surrounding ecosystem. In addition, we have partnered with a dedicated team to diligently clear the beach of stones, roots, and sargassum on a daily basis to ensure our guests can fully enjoy their beach experience.Furthermore, we offer a variety of non-motorized water sports as an alternative way for our guests to make the most of their time by the sea. Additionally, our main pools and swimming areas provide excellent options for those seeking aquatic relaxation.We genuinely 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.Warm regards,

10/10 Excellent

Sheila H

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Exceptional property in every aspect!
Stayed 7 nights in Apr 2024

6/10 Okay

Marco Antonio Cedeno

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The stay at the Royal Haciendas was mostly pleasant except on the following: 1.The concierge staff trying to push us to view a presentation to sell us stuff, probably timeshares in exchange of 'free gifts"like free tickets to Xcaret and massages at the beach for a couple. My wife suffered an ansiety episode because of this, and we didnt watch this presentation or signed for anything. 2. The customer service at the buffet place was very bad. The male waiters didnt treat us the way they treated other customers, except one waiter, which he did treat us nicely. They took a very long time to fulfil our requests, and one time we were having breakfast, he took forever to serve coffee, then when he finally came to serve us, he asked if I wanted coffee creamer, which I said yes, but he just didnt do it, he went to another table to serve someone else. 3. The staff (mostly young women) at the kids place ignored/didnt treat my daughter well when we went to the kids activities, since she is not 4 yet we had to stay close by, but we could see that they were paying more attention to other kids than my daughter. All in all, I would not go back to this place, because of the bad customer service at the buffet place, the sales push and the kids place staff. The place is nice and the beach is small but at least you can swim in the ocean on one part of the beach.
Stayed 5 nights in Apr 2024

6/10 Okay

Jeremy

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Property very nice and clean with great room. However I didn’t care for the repeated request from concierge to attend time share info meeting nor were they very friendly. The buffet food was not desirable.
Stayed 5 nights in Apr 2024
Response from JAmezcua on 24 Apr 2024
Dear Jeremy, Thank you for taking the time to review your recent stay at The Royal Haciendas. We're delighted to hear that you found our property to be clean and enjoyed your room. 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 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. Your feedback will be shared with our concierge team to ensure that our guests' preferences are respected and that interactions are conducted with warmth and professionalism. Additionally, we regret to hear that the buffet food did not meet your expectations. We strive to provide a variety of dining options to cater to all tastes, and we will certainly review your comments with our culinary team to make improvements where necessary. Thank you once again for your feedback. We value your insights as they help us to continually enhance the guest experience. We hope to have the opportunity to welcome you back for a more enjoyable stay in the future. Warm regards. Josimar Amezcua Online Reputation Agent

10/10 Excellent

Peggy S

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property and grounds were clean and well maintained
Stayed 7 nights in Apr 2024
Response from Jamezcua on 25 Apr 2024
Dear Peggy S,Thank you for sharing your experience of your recent stay at The Royal Haciendas.We truly appreciate your positive feedback regarding our property and grounds. Ensuring cleanliness and maintenance are top priorities for us, and we're delighted that you found both to be satisfactory during your stay.We hope to welcome you back for another wonderful stay in the future!

10/10 Excellent

Starr Marie, Mentor

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was absolutey beautiful, so many pools, options of food and the staff was very accomodating. From the front desk to all the staff we couldn't have been happier.
Stayed 5 nights in Apr 2024

10/10 Excellent

Laurel Jean

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Royal has always been a wonderful place. This is our 5th time here. Los Murales restaurant is SUPERB-food AND service. Beach and pool sites are so friendly. My only disappointment was the beach had significant erosion. Two years ago it was totally different. Climate change, wind, and tropical storms must have really hit the area hard. Not their fault but shocking to see. We still found some easy access spots into the sea, and hanging out at the pool and swim up bar can't be beat.
Stayed 10 nights in Apr 2024

8/10 Good

Andrew

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The beach was not great for swimming
Stayed 4 nights in Apr 2024

8/10 Good

Stephen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Comfy beds & room was well kept. Food was good quality but by the end of the week it was getting repetitive. One issue we had with tough lobster was rectified by removing the charge. Great pools and lots of activities (yoga, aquacise etc.) and the beaches were great. Erosion in the water has exposed some rock but a quick walk down the beach we found the sand in the water to be wonderful. The service form staff has been some of the best we’ve seen with short wait times for drinks and food, some just need to smile more. 🙂
Stayed 6 nights in Apr 2024
Response from Jamezcua on 25 Apr 2024
Dear Stephen,Thank you for sharing your experience of your recent stay at The Royal Hacienda.We're delighted to hear that you enjoyed your time with us and that you found the beds comfortable and the room well kept. Your satisfaction with the quality of our food is greatly appreciated, and we take note of your feedback regarding variety, which we will use to improve our offerings.Ensuring that our guests are happy with their dining experience is important to us, and we're pleased that we could address the lobster matter promptly.It's wonderful to hear that you enjoyed our pools, activities, and beaches. We understand the importance of maintaining a pristine beach environment, and we appreciate your understanding regarding the erosion issue.Your compliments regarding our staff's service mean a lot to us. We're thrilled that you found their service to be some of the best you've experienced, and we appreciate your feedback about smiling more. We'll share your kind words with our team to ensure that we continue to provide exceptional service with a smile.Thank you once again for choosing The Royal Hacienda. We hope to welcome you back for another enjoyable stay in the future!Warm regards.Josimar AmezcuaOnline Reputation Agent

10/10 Excellent

Danielle

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

10/10 Excellent

Liliana Esmeralda

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was beautiful and our suite was amazing!
Stayed 4 nights in Apr 2024

10/10 Excellent

Jason

Stayed 4 nights in Apr 2024

2/10 Terrible

Loveleen Mahal

Travelled with family, Travelled with family and small children
Disliked: Staff & service, amenities, property conditions & facilities
This resort is only good for people that are in the time share. Not for the general population that is wanting to have an all inclusive experience. They have many rules about whether who can sit and dine and where you can dine. The staff was super rude and didn’t care if you didn’t have a golden bracelet (timeshare). Overall was not a good experience. I went with my 9 month old baby and thought since it’s family friendly it would be a good experience. It ruined our first family trip with our baby.
Stayed 5 nights in Apr 2024

10/10 Excellent

Alana

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Apr 2024

6/10 Okay

Sunny

Liked: Cleanliness, staff & service
The beach was rocky and the food was not very good and limited options
Stayed 12 nights in Apr 2024
Response from JAmezcua on 24 Apr 2024
Dear Sunny,Thank you for taking the time to review your recent stay at The Royal Haciendas.We're sorry to hear that the beach conditions and dining options did not meet your expectations. Your comments are valuable to us as they help us to identify areas for improvement.Thank you once again for your valuable feedback, and we hope to have the opportunity to welcome you back for a better experience in the future.Warm regards.Josimar AmezcuaOnline Reputation Agent

10/10 Excellent

Ludmila

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We visited Royal Haciendas March - April 2024. There were 6 of us, 4 adults and 2 children. We booked BD experience for transportation from and to the airport. I did not like that they picked us up 2 hours prior to the time that would have made sense to be picked up. Royal Haciendas have a travel agency you can book your the pick up and drop offs to the airport (no free shuttle). thomasmoretravel We enjoyed the property, the staff and the food. You can reserve dinners at the 2 restaurants they have. The food is delicious- not everything is included, but everything that is included is delicious anyway! The property is clean! The staff is super friendly! The buffet offered enough food for everyone to find things they like. (On the side note, i would have like to have desserts for breakfast too, i like to have some with my morning coffee) I would go back for sure! The only thing I was sad about is the beach. It has been damaged by Hurricanes and has not been fixed yet. The property has plans on fixing it - but they are waiting for government approval. Honestly we will only book again, once the beach is fixed, since i prefer to be on the beach.
Stayed 9 nights in Mar 2024

10/10 Excellent

Michel

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Nice and clean but no verity in the buffet food and limited entertainment.
Stayed 5 nights in Mar 2024

10/10 Excellent

Quiana

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is beautiful. The rooms are amazing and the property has two oversized pools, and swim up bars. There are also multiple hot tubs on the property and designated small kids swim areas. The beach wasn't as we hoped as it was full of rocks and not what you would typically imagine but beautiful none the less. The buffet meals for breakfast and lunch were average, but not short on options. The individual rooms are stocked with plenty of bottled water which is amazing. Make sure you block your pool chairs early as they fill up very fast. The onsite market has everything you need from snacks and medicines to souvenirs. There is a free shuttle to 5th avenue everyday except Saturday, you must make a reservation for the shuttle. If you take a taxi expect it to be $20 USD each way. Entire staff is very friendly and accommodating. The reps assigned for "experience" are helpful and knowledgeable. We had the opportunity to be supported by Aquino who is amazing. This is a timeshare property, if you are not interested in a presentation, tell them right away (but the presentations are insightful), so that you value everyones time). If you go to a presentation, they will add a credit for some type of adventure, we used ours for a massage.
Stayed 4 nights in Apr 2024

8/10 Good

Eric E

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 8 nights in Apr 2024

10/10 Excellent

Christal

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The property is well maintained, staff are absolutely amazing so helpful and friendly. The kids club was amazing, the kids loved every minute they attended and even said it was epic. One of our children celebrated their birthday during our stay and they decorated our room to make it extra special. By far the best resort/staff we have vacationed at. We have children with very specific needs and to book vacation time is very meticulous and this looked to fit the bill. It was way above our expectations and will definitely become a regular vacation spot for us.
Stayed 7 nights in Apr 2024

10/10 Excellent

Mauricio

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 5 nights in Apr 2024

8/10 Good

Daniel Kirk

Liked: Cleanliness, staff & service
Stayed 7 nights in Apr 2024

8/10 Good

Ubaldo

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort is excellent. It is well taken care of, clean, and there are many amenities. For example, snorkel gear and kayak are lent out free of charge. They have board games and games like cornhole they lend out free. The staff is excellent. Very friendly. Employees go out of their way to make sure you have a pleasant time. They are very organized and timely in fulfilling requests. The transportation we used was top-notch and a great value. Only downside, the beach is very rough. Rocks, tree stumps, tree roots, etc. Be sure to take water shoes for beach use.
Stayed 6 nights in Apr 2024

8/10 Good

Johanna Michel Reyes

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff
Stayed 5 nights in Apr 2024

10/10 Excellent

Cody

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great accomadations for our family of 6. Resort is very clean. Always plenty of options for dining. Short commute to downtown. Would definately recomend.
Stayed 7 nights in Apr 2024

6/10 Okay

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024

8/10 Good

Michael

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024

2/10 Terrible

Merwan

Travelled with family
Liked: Cleanliness, amenities
Disliked: Staff & service
I’m not one to ever leave a review, but I thought it would be important to share my experience. Below are he pros and cons: Pros: Large suite Multiple pools and hot tubs Private beach Cons: Service is very poor Limited food options Making a reservation to one of the restaurants was almost impossible. Don’t order a taxi through Expedia, they were an hour late The rooms are outdated
Stayed 7 nights in Apr 2024
Response from Sandra R. on 12 Apr 2024
Dear Merwan,Thank you for taking the time to post about our resort.Our staff is constantly striving to make sure that our guests have the best vacation experience possible and we always encourage our guests to let us know right away about any issues that they encounter in order to make their stay better.That’s why the appropriate follow-up will be conducted by our Guest Services Manager who will reach out to you to learn more about your experience during your stay.We are a company that is known for hard-working employees who try to provide the best for our customers' vacations and who try to solve any issues and comply with requests they may have during their stay.We hope that we have the opportunity to host you again in the future and change your mind about vacationing with us.Warm regards.

10/10 Excellent

Gary Lee

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff and cleanliness are elite.
Stayed 6 nights in Apr 2024

10/10 Excellent

Sheldon Marc

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 4 nights in Apr 2024

10/10 Excellent

Jhosimar

Stayed 3 nights in Apr 2024

4/10 Poor

Cheng

Stayed 5 nights in Apr 2024

6/10 Okay

Jordan

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
The kids club was the best thing for my 5yr old . The service was normally very slow .
Stayed 6 nights in Mar 2024
Response from Jamezcua on 25 Apr 2024
Dear Jordan,Thank you for taking the time to review your recent stay at The Royal Haciendas.We're delighted to hear that your 5-year-old enjoyed our kids club. However, we apologize for any inconvenience caused by the slow service you experienced. Providing efficient and prompt service is a priority for us, and we regret that we did not meet your expectations in this regard.Your feedback will be shared with our team to address any areas needing improvement, and we appreciate your insights as they help us to continually enhance the guest experience.We hope to have the opportunity to welcome you back for a more enjoyable stay in the future.Warm regards.Josimar AmezcuaOnline Reputation Agent

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We love this place and every aspect of it!! We go with our 5yr old and it couldn’t be any more hands free , beautiful property and beach, clean facilities, super friendly staff, great food!
Stayed 7 nights in Mar 2024

8/10 Good

Carlos

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Food could have been of better quality. The exception was one of the two restaurants that require reservation “Los Murales” which was excellent in both quality and service, though reserving these restaurants is very hard. You have to call exactly at 8AM and you usually can’t pick the time you want. Check-in and check-out took way too long 20 and 35 minutes respectively. The beach is small, full of rocks, and, at the time we went (first week of April) full of algae as well. Staff was overall friendly but some were not well-trained or just didn’t have the disposition. The amenities were very good for the price and the room was ample.
Stayed 7 nights in Mar 2024

10/10 Excellent

Mohammad

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My experience at the Royal Haciendas Resort was nothing short of extraordinary. From the moment I set foot on its pristine grounds to the moment of departure, I was enveloped in a world of luxury, comfort, and unparalleled beauty. Whether you're seeking a romantic getaway, a family vacation, or simply a retreat from the hustle and bustle of everyday life, the Royal Haciendas Resort offers an unforgettable experience that will leave you longing to return time and time again.
Stayed 6 nights in Mar 2024

6/10 Okay

Jason, Brighton

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
The property was well maintained. The staff was very friendly. The food was unfortunately not great. There is a lack of options and the all inclusive option doesn't cover anything on anything on steak and lobster night.
Stayed 9 nights in Mar 2024
Response from Jamezcua on 25 Apr 2024
Dear Jason,Thank you for taking the time to review your recent stay at The Royal Haciendas.We're glad to hear that you found our property well-maintained and our staff friendly. However, we apologize for any disappointment you experienced with the food that did not meet your expectations.Your feedback regarding the lack of variety and coverage of certain dining experiences under the all-inclusive plan will be shared with our culinary team for review and improvement. Only a few premium items on the menu are available for a surcharge. We make sure that the information regarding what is offered in our all-inclusive package is available on our website.We appreciate your insights, and we hope to have the opportunity to welcome you back in the future for a more satisfying dining experience.Warm regards.Josimar AmezcuaOnline Reputation Agent

10/10 Excellent

Angela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024

10/10 Excellent

Samuel

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place
Stayed 6 nights in Mar 2024

10/10 Excellent

Dania

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Mar 2024

10/10 Excellent

Erin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service, especially from our waiter Oscar! Pools were beautiful as was the room. Very family oriented with lots of activities during the day for the kids. Highly recommend!
Stayed 5 nights in Mar 2024