Hideaway at Royalton Riviera Cancun

We were looked after so well by all the staff Jesse and Carlos our beach bed butlers were so helpful. Alexa bringing our beach drinks was always great. Jorge is the best omelette chef ever!! In the restaurant all of our waiters were superb including Salvador, Eddie, Luis and so...

We were looked after so well by all the staff Jesse and Carlos our beach bed butlers were so helpful. Alexa bringing our beach drinks was always great. Jorge is the best omelette chef ever!! In the restaurant all of our waiters were superb including Salvador, Eddie, Luis and so many more.

During our recent stay at Hideaway Royalton Cancun (Diamond level), we experienced a beautiful location with exceptional hospitality. While the resort’s age is evident in certain areas, the dedication and warmth of the staff, along with the great food offerings, made our visit truly memorable. We had read some negative...

During our recent stay at Hideaway Royalton Cancun (Diamond level), we experienced a beautiful location with exceptional hospitality. While the resort’s age is evident in certain areas, the dedication and warmth of the staff, along with the great food offerings, made our visit truly memorable. We had read some negative reviews prior to going so will try to address some of that & give you our opinion! Accommodations Our room(2237) had been upgraded, a nice design that offered modern amenities. The bed was very comfortable, with great pillows and good AC. The view from the balcony of both the ocean & pool allowed for enjoyable sunrise coffee! Culinary The resort’s restaurants exceeded our expectations. The food truck is available during lunch hours, with a nice selection of quick bites - including freshly made chicken cutlets, burgers & fries - tasty pool food! Staying in the diamond club allowed us to visit Dorado for breakfast and lunch, this restaurant became a favourite spot for both, dishes that were flavourful & with a beautiful view. Tasty fresh seafood as well as salads and pasta. The steakhouse & Tex mex would be our next top picks. Exceptional Staff Our stay was defined by the remarkable staff who consistently went above and beyond to ensure our comfort…the resort structure & offering feels closer to 4 star but the staff made it 5 star for us. • Gina & Enrique: As our butlers, they anticipated our needs with impeccable attention to detail, making our stay seamless and enjoyable. When we had a small issue Gina responded to our WhatsApp message and worked diligently to look after us. Their customer service focus was very impressive! • Damian, Cornelia, and Florencio: Their attentive service as waiters at Dorado made every dining experience enjoyable, combining professionalism with genuine warmth and pride in their role & the resort. Israel was always efficient to get everyone seated & looked after. Their efforts transformed our stay from good to great. Overall Impression The pool butlers do a good job - finding chairs & setting you up with what you need. There is definitely a rush in the morning - as early as 6:30 - to get towels on chairs. But we didn’t find it to be necessary. The resort has 1 designated smoking area - however this was not monitored - lots of people smoking at the pool / on balconies / in common areas. Room cleaning doesn’t seem to be daily - however the butlers were able to help get that aligned for us …did hear others complaining about it though. Perfect white sand beach, with the seaweed being cleaned away every morning. The chairs are not the most comfortable - but with an extra towel it was fine. Great beach walking opportunities! The Hideaway Diamond checkin was quite underwhelming - a dark room and very outdated seating / bar and food buffet. While the Royalton shows signs of its age, the exceptional service and excellent dining options compensated. We left with great memories and a deep appreciation for the staff’s dedication. We would visit again and hope to find our favourite staff members with their smiles!

That was our third time to the resort, our first time at the Hideaway section. The chair game is not a joke. You have to get up by 6 AM to lock down chairs for the day. The two guys who work by the towels need to actually focus on...

That was our third time to the resort, our first time at the Hideaway section. The chair game is not a joke. You have to get up by 6 AM to lock down chairs for the day. The two guys who work by the towels need to actually focus on getting towels for the guests. They seem to care more about getting money off of Tips than they do stocking the towels. The Bali beds along the pool you have to pay to rent, however, all of the other Bali beds are free!! The towel guys will make you feel like they are entitled to a tip because they gave you a bed, however, they are free Karen the hostess at Dorado was fantastic. Ernesto and entertainment was wonderful. The Jersey boys was a really nice show. Make sure you get a reservation for a Dorado steakhouse on Friday, because it's free steak and lobster Special! The food was really good on Friday night. Make sure that you stop at the Hideaway bar up in the lobby, they have excellent dessert and sandwiches that is where we found the best bartender his name is JOSEFAT. He puts on a show and makes fancy drinks, I wish we would've found him at the beginning of our trip 10 out of 10 for josefat! Love him! If you are having trouble getting a reservation, just show up when the restaurant opens and they are more than happy to fit you in. We were in building one in our swim room was very cold, I recommend building three. We also took a taxi from the hotel to the ferry dock to go to isla Mujeres for a day. We were told two different prices for the taxi.. I'm glad we only booked a one trip transfer, the taxi coming back from the ferry was a lot cheaper. Also, we are wondering what the actual hours are for the swim up bar in the Hideaway pool. Every day bar staff opened at different times, sometimes they said 10, sometimes 1030, sometimes they lied and said they had no ice so they could just keep talking Amongst themselves.

Struggled with picking a rating before landing on 2. My husband and I came for a long weekend and honestly should’ve read more reviews before choosing Hideaway. We arrived around 3:30pm and weren’t able to actually be in our room until after 6pm. We received a complimentary upgrade to Diamond...

Struggled with picking a rating before landing on 2. My husband and I came for a long weekend and honestly should’ve read more reviews before choosing Hideaway. We arrived around 3:30pm and weren’t able to actually be in our room until after 6pm. We received a complimentary upgrade to Diamond Club for the inconvenience. We were told we’d receive a welcome gift to celebrate an anniversary but found it never came after we declined to attend a sale pitch for a Royalton membership. You cannot get a dinner reservation without a room number, and you’re expected to book dinner a day in advance so we were also stuck with buffet dinner which was just okay. They don’t exactly have a “system” for that either, and our table was given away while my husband and I went to grab food. We always stay at Adults Only resorts and were not thrilled when we found out Hideaway is only a portion of the hotel and we were to share restaurants and nearly every common area with children. There is an odor in many common areas as well that could be sewage or seaweed. If you order the same drink three times, you’ll get it in a different type of glassware each go around. We made the most of it but there was a point where we considered trying to go to another hotel. Our favorite part was the swim out in our room, but we were very lucky it was on the side that received the sun because the building across from us was shaded 24/7 and the water is not tempered. If you’re looking for a luxury, adult experience, keep looking.

We've been coming to Cancun in February for 10 years and have always stayed at another resort 90 minutes south of the airport, we're done with that precious drive, so we picked this all inclusive because it was "15 minutes" from the airport and was a Marriott Autograph property, and...

We've been coming to Cancun in February for 10 years and have always stayed at another resort 90 minutes south of the airport, we're done with that precious drive, so we picked this all inclusive because it was "15 minutes" from the airport and was a Marriott Autograph property, and those are generally very nice! Not to drone on, but this is NOT a Marriott Autograph property, the food is quite average, service was OK, the property is getting run down, the cement surfaces are all crumbling and deteriorating, and the MANY ramps/steps were very difficult for a couple members of our party. The restaurants were just average all around, although Grazie was nice for lunch at dinner, the rest were really average. The pool temps were fine, but the tiles are falling off and repair efforts are just bad, although the pool bar in Hideaway was pretty good, those guys work hard and don't complain... and they smile! One last thing, 3 out of us 5 were quite sick when leaving the resort, not a coincidence we don't think. Virus, rashes, sneezing, coughing, fever were a few of the many symptoms, all 3 are still sick 5 days later. NO MORE Cancun resorts for a long time, we're done with it finally, thought last year was it, but this experience sealed it for us. Sorry for the negatively, but this is quite representative of everyone in our party of 5.

Was there from February 9-16 .. Weather was great We stayed in the Hideaway section.We had a junior suit with swim out . Room was modern ,clean, bed was comfortable,pillows need some work. The restaurants to me were over rated ,Buffet had great alternatives but usally we ate pool side,...

Was there from February 9-16 .. Weather was great We stayed in the Hideaway section.We had a junior suit with swim out . Room was modern ,clean, bed was comfortable,pillows need some work. The restaurants to me were over rated ,Buffet had great alternatives but usally we ate pool side, different choices every day .. the best restaurant for us was the Italian, The app needs some work Staff was friendly proffesional . Drinks were always good Jesus in the hideaway bar looked after us serving us in our swimout .. If your going to do tours use hotel tours not nexus ..different level of quality all together.. The down side is the beach its not great lots of seaweed and cloudy water sand is great view is amazing

Relaxing 5* Holiday NO, Adults only Hideaway NO Its Club 18 -30's revisited very loud Pool/Foam parties Unable to use balcony as it stank of POO Poor food hygiene and always cold! Both ill with diarrhoea No towels sunbeds unless you get up at 7

Our last day at the Royalton hideaway. Been here for two glorious weeks. Met some wonderful workers/staff. Butlers Jocelyn and Alonso were magnificent. Pool guy Miguel was fabulous and couldn’t do enough for us. Waiter in dorados Irvin was great. Food in buffet plentiful and delicious. Food was fab everywhere...

Our last day at the Royalton hideaway. Been here for two glorious weeks. Met some wonderful workers/staff. Butlers Jocelyn and Alonso were magnificent. Pool guy Miguel was fabulous and couldn’t do enough for us. Waiter in dorados Irvin was great. Food in buffet plentiful and delicious. Food was fab everywhere we ate. One downside. Blunt knives😄. Bring your own straws if you require them. Will definitely be returning and highly recommended

Not a 5 star! Noisy everywhere, music piped in everywhere all day. A la carte food was just OK ( couldn't get a hot meal). Out of towels at pool every day. Towels in the room were old and worn. Diamond club pool full of kids splashing and screaming and...

Not a 5 star! Noisy everywhere, music piped in everywhere all day. A la carte food was just OK ( couldn't get a hot meal). Out of towels at pool every day. Towels in the room were old and worn. Diamond club pool full of kids splashing and screaming and jumping into the hot tub area. Not a true adults only. Butlers were not a big help. The " high end alcohol"in the room was Coors light! Don't go diamond club...not worth it. The adults only side is for party animals only. I couldn't wait to leave! I've been to at least 20 resorts in Mexico, DR and Cuba. This one was the worst! If you're in to noise, loud music everywhere, so-so food, inconsistent service, serve -yourself drinks in the diamond club lounge, this is your place. We paid way too much for this dump!

I travelled with my partner to this amazing hotel as a first time visitor to Mexico, from the UK and wow - what a place! From the second we arrived until we left, we were treated like Royalty. First impressions You cannot really appreciate the beauty of the hotel from...

I travelled with my partner to this amazing hotel as a first time visitor to Mexico, from the UK and wow - what a place! From the second we arrived until we left, we were treated like Royalty. First impressions You cannot really appreciate the beauty of the hotel from the drive in, only when you walk into the lobby, do you see how beautiful the place is. The central lobby open areas were beautifully clean and full of atmosphere. Check-in As Hideaway guests, we had our own separate check-in area and the staff here were really helpful and explained everything about the hotel to us and provided us with our key bracelet. The Hideaway check-in is also a great little bar, serving premium drinks and snacks. The Room We were in Bulding 3 (3412) our room faced the pool with a view of the sea. It was simply beautiful. Massive thank you to Flora, our housekeeper who made sure our room was spotless every single day. She was amazing! Gracias Flora! The fridge, stocked to the brim with beers, waters, soft drinks and juice. We were even given two bottles of prosesso! Gorgeous rooms, great facilities and wonderful double showers. The Hideaway Pool/Bar What a place! Amazing pool, full of life and Ernesto with the VibeTeam ensures that there are activities throughout the day. This guy never stops, from foam parties to valentines day pyro...his team were fantastic and created such a party atmosphere. The bar and pool bar were the hub of the whole area, Jacinto, Diego, Francisco, Miguel, Juan, Jesus and Yuliania (Julie) work so hard to keep you refreshed with the best cocktails and cold beers as you bake in the heat! What a team. Fantastic! Food There are so many choices. We loved Dorado for breakfast - Carlos - What a great guy. Welcomed us every single morning with hot coffee and mimosas. A stunning place with an amazing view. Great for Breakfast, Lunch and Dinner. We tried many of the restaurants and were always generally happy with the menus and the service. The main buffet is also great, so many choices and the team must put so much effort in to feeding literally thousands of people per day. I know alot is said about the food, but honestly, I never had a problem at all. Tips Get up early for a bed round the pool at the Hideaway, they go quickly, but the pool is huge and there's always a spot at the bar. If you feel your service has been good, please consider giving a tip,its really appreciated. The beach does contain some seaweed and no-one can really prevent that, but we swam in the sea and it was great. However, if you want the azul blue Caribbean water, the id suggest a trip to Isla Mujeres (Freddy at Royalton Excusions will sort this for you)- Honestly, the colour of that water! Finally: We returned from our trip on 15th February. 2025. As soon as we walked through the front door at home, we logged on and immediately booked 10 more nights next year! Please don't worry about negative reviews. We loved it. See you on 9th February 2026 guys! Andy

Got Diamond Club package but first day butler did not show up, so after 2 hours had to find someone to help us move our luggage to our room, which was a standard room, nothing special to be callec Diamond Club room. Shower water goes very hot and then turns...

Got Diamond Club package but first day butler did not show up, so after 2 hours had to find someone to help us move our luggage to our room, which was a standard room, nothing special to be callec Diamond Club room. Shower water goes very hot and then turns very cold back and forth. Reported it 4 times without any luck. Restaurant reservation messed up 5 nights in a row. Food quality is mediocre and the buffet food never changes. Paid $50.00 USD for small Aloevers gel and Polysporine A lot of lounge chairs and other things that don't get fixed. Lots of kind staff walking around without any oversight. Generally extremely poor management and not worth the price

We were at this resort Jan 26th to Feb 3rd! We had an amazing trip and would return again! Our butlers Enrique and Marlon were amazing couldn’t say enough good things about them! ❤️Every detail was taken care of by them! Carlos at Dorado restaurant was the most amazing waiter...

We were at this resort Jan 26th to Feb 3rd! We had an amazing trip and would return again! Our butlers Enrique and Marlon were amazing couldn’t say enough good things about them! ❤️Every detail was taken care of by them! Carlos at Dorado restaurant was the most amazing waiter I have ever experienced, he goes above and beyond of what is expected and always has a smile on his face❤️The chair game is real at this resort and I refuse to get up at 6am while on holidays to get chairs! Pool butlers Miguel,Rueben and Rodrigo always managed to find us chairs when we arrived to the pool after breakfast, the best pool butlers for sure! ❤️Our waitress by the pool for the week was Yessi, such a sweet girl, so efficient at her job! She left us wanting for nothing! We will definitely be back, thanks to all of you for an amazing trip!

This is a nice resort and the food was very good. Quite a few specialty restaurants, nice beach and nice pools. There were not enough pool chairs. People had to reserve them pretty early - usually between 6 and 6:30 a.m. Not sure if this was a problem on the...

This is a nice resort and the food was very good. Quite a few specialty restaurants, nice beach and nice pools. There were not enough pool chairs. People had to reserve them pretty early - usually between 6 and 6:30 a.m. Not sure if this was a problem on the beach. I would never recommend the type of room we all had --- it said the view was of the mangroves --- but it didn't say that the mangrove swamp smelled so bad that it made the balconies unusable. Honestly, the stench was awful. I would go back to the resort (with an upgraded room) only if there was some way to confirm that they made repairs to their walkways. It was really a shame how the cement was shifting, pitted and cracked; stairs were uneven, lighting on the walkways at night was terrible and handrails need to be added. We saw so many trip/falls, and medical people who were treating people who were cut up (who we assumed fell).

They advertise 11 restaurants but reservations were generally not available. One area of the buffet smelled like sewer. Our room smelled like piss when we checked in and one night we were woken up by random blaring alarm. Food very average. Cocktails not great. Beach had seaweed layer that I...

They advertise 11 restaurants but reservations were generally not available. One area of the buffet smelled like sewer. Our room smelled like piss when we checked in and one night we were woken up by random blaring alarm. Food very average. Cocktails not great. Beach had seaweed layer that I did not see anymore sweep up while we were there for 3 days. This is not a luxury hotel in any way. If you lower your expectations and do not pay for luxury, it should be a-ok.

Food mediocre when you were able to actually get a reservation for dinner. Beer and liquor was low quality even though we paid for Diamond Club. Spa was amazing. Otherwise the service was less than desirable. Butlers were a joke unless you were willing to be upsold. They touted service,...

Food mediocre when you were able to actually get a reservation for dinner. Beer and liquor was low quality even though we paid for Diamond Club. Spa was amazing. Otherwise the service was less than desirable. Butlers were a joke unless you were willing to be upsold. They touted service, but then just directed you to their app which also isn’t great. Seems like the facility is focused on quantity and not quality outside of the spa. We’ve stayed at 3 other Royalton’s and had much better experiences at the others.

Overall, Hideaway is currently a decent resort. It’s somewhere between 3 and 4/5, in my opinion. We had a great trip, but had originally booked another resort we had been to before and had an excellent experience at, so maybe that partially clouded my experience at Hideaway. Pros: - Great...

Overall, Hideaway is currently a decent resort. It’s somewhere between 3 and 4/5, in my opinion. We had a great trip, but had originally booked another resort we had been to before and had an excellent experience at, so maybe that partially clouded my experience at Hideaway. Pros: - Great staff- they were attentive and wanted you to have a good time - overall a clean resort - room cleaning was spot on, as was fridge refilling - no issue getting reservations for our party of 4 using the app- I made our reservations the morning for the following day, while getting my coffee - pool guys super helpful. It may appear all chairs are taken at 7am- but they aren’t. Talk to the pool guys and they will hook you up. They seem to have put towels on all chairs and then allocate them to different people when asked. Not sure if that’s just another way to get tips or what but we never went without… we did, however, go fairly early in the day and I read for a bit in the quiet of the morning at the pool so I am sure that helped. Don’t get out there at 11am expecting a front row seat - plenty of available chairs at the beach whenever we went -buffet is great- many options and the omelettes were always yummy! - entertainment staff at pools were fun to watch Areas for improvement- - drinks super watered down. We ordered a couple shots of Malibu to make our own drink with a canned soda one day, and it was like half strength - pool soda lines need to be cleaned- they have a funky taste to drinks - often food at a la carts restaurants came out cold- they need to get food under heat lamps while all dishes are made before bringing out- only Agave and Armadillo were hot, in our experience - sure, there are cracks in the concrete and it’s fairly uneven around the pools and pathways- which feels like a picky thing to say as I don’t really care but I also don’t have accessibility needs so I am sure for those who do it would not be easy to get around - yep, there’s a water/mangrove smell here snd there. Didn’t bother us at all and it’s not everywhere like others have said. - coffee shop always crazy busy. They need another one on the hideaway/DC side for sure.

Great two weeks . Like yoga daily with Edgar and Astrid. Very helpful hideaway staff. Loved staff at Dorado, Emanuel, Karen,Israel Cornelius ,Francesco, Carlos to name a few. Beach bar Joel very good. Shows were excellent. Food at all restaurants good , we were there two weeks.

POSITIVES: 1. Very Beautiful Resort Spotless, Clean pools, Spotless rooms 2. Employees, everyone we encountered went above and beyond to say hello and ensure we had everything we wanted or needed. Could have not been more kind. 3. Great shows at night. A lot of effort put into these. 4....

POSITIVES: 1. Very Beautiful Resort Spotless, Clean pools, Spotless rooms 2. Employees, everyone we encountered went above and beyond to say hello and ensure we had everything we wanted or needed. Could have not been more kind. 3. Great shows at night. A lot of effort put into these. 4. Great play area and pool for kids, very nice setup with slides 5. Beautiful lobby to sit in NEGATIVES: 1. 60-80 Dollar cab ride into Cancun or shopping or night life 2. Sewer Smell in main buffet was horrific. We stayed 5 nights and it never changed. Every meal at buffet you sat with strong sewer smell. A HUGE NEGATIVE. 3 . Liquor choices were limited to basics, each day they were out of something. Was out of vodka 2 days in a row then only had house vodka. 4. Every bar on resort is understaffed, lines at every bar and resort was not crowded. 5. Very poor entertainment during day around every pool. Only played music when they had the workers yelling on mic playing games other than that no music. 6. Pool chairs and beach chairs are very few. Probably fewest I have ever seen on a resort this size. Good luck, must be up by 630am to get a chair. 7. Rooms are musty, we quickly asked for a dehumidifier and they delivered one and our room was fine after that. 8. Restaurants we ate at were subpar and like the food was taken right off the buffet. 9. Room will not be ready early so plan on 3:00 or later 10. Has coffee bar/ice cream but again understaffed with line 10 deep out the door at all times. SEWER SMELL, POOR DAILY ENTERTAINMENT, UNDERSTAFFED BARS are reasons I will not return. The resort needs to do its job and fix these issues. The employees are going beyond and above to make the resort what it should be but they can not fix these issues.

This review is somewhat long. Apologies. I'll preface this review by saying that this is our 9th trip to the area, staying at numerous resorts. We stayed in a swim out room in the Hideaway section. Staff: Staff was friendly and mostly helpful. Shout out to Yessi at the pool...

This review is somewhat long. Apologies. I'll preface this review by saying that this is our 9th trip to the area, staying at numerous resorts. We stayed in a swim out room in the Hideaway section. Staff: Staff was friendly and mostly helpful. Shout out to Yessi at the pool and Gustavo at the Hideaway bar TL:DNR Good staff, Good beach, Decent restaurants, Mediocre buffet, Absolutely no rule enforcement, Awful towel game. Desperate need of upgrading. Would not go back I'll start with the Pros: - Food at the restaurants was mostly good. The Italian and Tex Mex were the best in our opinion - Beach was excellent. Not rocky at all and always easy to find loungers. Less sargassum this year than previous years, but that can change quickly - Location close to airport is good. I hate long drives to the hotel after a long flight. - Evening entertainment was pretty good. Love the Silent Party. - Hair dryer was the best of any hotel we've been to (according to my wife) - Housekeeping was prompt and friendly and did a great job Now the cons: - The restaurant reservation system sucks. You had to reserve through either the app or tv. We were not told this at check in. Availability to reserve started 12:01 AM for that day or the following day. If you didn't stay up, or get up at that time you are not likely to get the restaurant of your choice. Or maybe none at all. I woke up at 4 AM and most reservations were snatched up by then. If you reserved, you could no longer see what other restaurants still had availability without cancelling your reservation. - Room service had very long wait times and one of our room service orders never did show up. The food that did come was lukewarm at best - During off peak hours there were very few choices for places to grab a bite - Swim out room was great but the swim out pools were quite chilly - The grounds are aging and crumbling in places. Ground was uneven and the wheelchair ramps were surprisingly steep and slippery - Hideaway pool water was kind of disgusting actually. - Buffet food was ok but everything was lukewarm at best - We were asked about allergies at check in, and again every time we went to a restaurant, but no attempt was made to follow up. Despite being asked who had the allergy, my wife was served a handful of mixed nuts with her meal. Now for my biggest complaint. The resort has rules. But there is absolutely no enforcement of those rules. There is no smoking anywhere on the resort and yet there were lots of smokers fouling the air for anyone nearby. Staff would walk right by and ignore. There is supposed to be no personal speakers in the pool area. One loud and obnoxious group in the jacuzzi had loud music blaring. The louder they got, the louder the music got. I finally complained to the desk. Someone showed up about 45 minutes later and just told them they couln't have glass in the jacuzzi. The loud music was ignored. The towel game!! All loungers were gone by 6AM. Many left with just a towel and flip flops until around noon. The hotel states reserving loungers is prohibited and the towels will be removed after half an hour. Nope. Not once. I know this is a problem at most resorts, but don't proclaim a rule and then totally ignore it! We had a swim out so were not affected, but we saw many frustrated people wandering looking for a place to be. Bottom line: Unless the Marriott, who recently acquired this hotel, makes major improvements right across the board, we will not be returning.

4 night 5 day stay. We had a great time and thought the grounds, including the pool areas, were well maintained. We did experience some issues. Nothing too BIG, but it left us a little annoyed. The check-in procured gets a flat failing grade. The resort knew we were coming...

4 night 5 day stay. We had a great time and thought the grounds, including the pool areas, were well maintained. We did experience some issues. Nothing too BIG, but it left us a little annoyed. The check-in procured gets a flat failing grade. The resort knew we were coming for 4 weeks, two days out, and the one hour ride from the airport. They were not ready when we arrived. Two rooms, four hours later, we arrived at our room. No big deal, but other folks had a worst experience. Be prepared to change clothes and enjoy the resort while waiting for your room. 1. Use the main dining hall buffet as much as possible. 2. We reminded the management staff four times that I was celebrating a birthday. They forgot to arrange EVERYTHING. Bad bad bad. 3. They need to add more pool lounge chairs. Again, not a big deal, but annoying walking around looking for a place to sunbathe. 4. We felt safe on property, and it was well lite. 5. The price was fair.

Not sure what happened to our resort of choice. 4th time back as a couple to the hideaway section with a swim out room. You can see from my previous reviews I highly recommended the Royalton previously. We traveled 3/17-3/21 of 2025, stayed in room 2117 with a swim out...

Not sure what happened to our resort of choice. 4th time back as a couple to the hideaway section with a swim out room. You can see from my previous reviews I highly recommended the Royalton previously. We traveled 3/17-3/21 of 2025, stayed in room 2117 with a swim out suite again. I’m going to attempt to remain unbiased as possible so here we go. The Royalton has attempted to go all APP based and it was a miserable failure. The app does not work in my experience with it. 1. I attempted to check in online to speed things up, didn’t work 2. I called Royalton to ensure my reservation since the app wouldn’t let me check in online. Since we couldn’t check it we couldn’t select our room like we always do 3. Dinner reservations were completely booked our first day there so we ate the buffet, once again cause we were not able to check in. 4. Messaging system doesn’t work or they don’t respond to it My wife has a food allergy and we were asked at every restaurant, but lack of options and slot of miscommunication between staff. We were told their Italian restaurant had gluten free pasta and pizza crust the night before. My wife attempted to order a pizza and was told it wasn’t an option cause it took 1 hour to make. So she ordered gluten free pasta and then got brought risotto Instead. Spring break crowd is different and I understand that the resort can’t control who checks in and who doesn’t, but the amount of stuff we saw was nuts. We got an empty bottle of whiskey thrown at us while we were in our pool, had guys fist fighting in the hallways at 1:00 am in front of an elevator. But the resort can choose how to respond to situations of fighting and violence was very passive and didn’t let off a good vibe of how things would get handled if stuff got out of control. Prob the most disturbing thing that occurred while we were there was while we were in our swim up pool we heard a loud splash followed by a loud noise. One of the retaining nuts used to hold the glass balcony fell off and missed my wife by a foot. Prob did weigh that much but enough to hurt if it hit you. Stepped back and saw it fell all the way from 4th floor. Tried to hand it off to an employee and he just handed it back to us. Stayed that way the entire week. Not sure what’s happening, but I called 2 times before arriving, emailed twice before arriving, messaged on the app while there, expressed concerns about food to employees and I have yet to receive a response at all from any attempt. Obviously there’s a communication problem here with this Royalton resort. We were contemplating taking our kids with us next time, but honestly torn between giving another shot or picking a new resort of choice. I encourage the Royalton at riviera maya to take this review as constructive criticism, but when you can’t have allergen friendly food that was told to be available, have beyond drunk college students throwing glass bottles at people with no response from the facility, no follow through on your new app, and all your restaurants are booked solid before a guest gets there……there’s a problem. I don’t feel like we experienced the amount of funds we spent on this trip that we have experienced in the past and were expecting this time. Best wishes as these things get addressed, but as of right now I wouldn’t feel safe taking my kids there based on what we saw this time.

So I’ve just returned from 7 days at the Royalton Riviera. We stayed in the adult only Hideaway part of the resort. If I had to rate it as a whole it’s a 7/10. I read some horror stories before I went but it wasn’t anywhere near as bad as...

So I’ve just returned from 7 days at the Royalton Riviera. We stayed in the adult only Hideaway part of the resort. If I had to rate it as a whole it’s a 7/10. I read some horror stories before I went but it wasn’t anywhere near as bad as what I’d read. The resort itself is clean, tidy and a large variety of amenities. Really enjoyed the casino, the gym, the pool and even the long walk from my room to the main reception. The biggest downfalls to this resort is the food, and the gaps in communication between the waiters and yourselves. Food was generally average. Never hot, just warm. Not what you expect from al a carte menus. The Indian, Mexican were amongst the worst places I’ve eaten and I’ve seen the world and eaten at roadsides in Scotland. Waiters were lazy, you’d ask for a drink and they’d forget or just leave you and wait for you to ask 5 times before you got a drink. The soft drinks were never fizzy. Flat coke, sprite and ginger ale was a theme all week. Only chance I’d return to this resort is if they improved the food

First Day March 12 arrived 11 am Dorado for Lunch Waited 15 minutes before approached 45 minutes to get food Wrong order given except soup of with no spoon offered No one asked us if everything ok Room 2110 changed to 3424 That set the tone for the week Ask...

First Day March 12 arrived 11 am Dorado for Lunch Waited 15 minutes before approached 45 minutes to get food Wrong order given except soup of with no spoon offered No one asked us if everything ok Room 2110 changed to 3424 That set the tone for the week Ask for Marriot upgrade at check in not available though given later unannounced Dinner back there same day through Marriott Representative was served by Restaurant supervisor First Day not pleasant did not sleep very good Next Day Gracie Italian next night 8 pm reservation made by Marriott not honoured went back to Hideaway met with rep at 8:30 and got in at 10 pm late service heart burn no time to Digest before bed to digest food properly poor sleep No offer for drink at Hideaway pool until second last day Next day Ocean Bistro dinner was ok Next night Buffet average run of the mill food nothing of amazing quality presentation average Next Night Hunter Steak house reservation acceptable ordered steak and ribs gave waiter choose of meat for beef to serve and got Ribs only Asked where is my steak was told No Steak Next day did not attend reservation as was getting upset not enjoying the stay and watching under aged March Break Kids running around drinking alcohol making noise sick on floors given too by older of age kids 18 and up Disappointed to see them in Bars with parents same - Not cool taking up Prime seating Next day room service towel all stained with blood and dirty at lower standard quality than offered initially as given upgraded soft new towel service for the first day incidents that stoped day two Towels worn out not soft rather hard and worn out need replacing Room changed offered to Diamond Club Status Room Black Mould growing on shelves Floors dirty poo on the toilet dirt under tube Room smelt mouldy and moved back into original room next day and missed dinner reservation pacing and unpacking 3.5 times start to finish of stay No one explained Diamond Club privilege including complimentary Hydro Therapy much needed and moved back into original room Asked for luggage back Diamond Club at 3 pm check back in waited two hours and went to get our selves tiling and extra two times for bell captain same at initial check in had to go get Call from catering manager to set up next two nights reservations made one last night Gratzie she said would call back to confirm did not Marriot rep set up for right was said arriving was too be 6:30 though let in Lassnia served cold top pre cooked warm bottom and replaced Pool film of scum at Hideaway as per floater washes people urinating in pool as staying in all day drinking People slamming doors at nights 11-3am and one night moving around groups 2-6:15 No sleep poor service dirty towels reservations not good food cold dirty room Reservations from butler for dinners offered at check in , and said do later after unpacking and unwinding from Dorado incident day one ,though not contacted too do so Gym good Late Hydro Therapy not all operational as chopped Ice machine not working though told by attendant after steam as lied too that there is not one ax clearly visible walking too meet up with wife for pool services as rushed through Over all beach was not cleaned Peak Season of sea weed correctly and some days not at all The resort needs renovations service is terrible Rooms situations a mess food so so and services were not provided Butler got sick assigned new one who did not attend to out needs Both of us with Niro Virus with runs from food Services not provided week a crazy show as interrupted and a waste of valuable vacations time dealing with Last day of lunch Armadillo needed quick service before spa and waiter served other people who came in after gave us a drink as ignore had too leave waiting for food 15 minuets oh well Given a Happy Travels cake last night. At Gratzie to compensate Played it up nicely as polite but that week hear af Royalton Hideaway Cancun Riviera was not good We stayed 6 weeks two stays Grand Lido Negril attached too the Royalton amazing flawless 3 weeks Planet Hollywood Cancun same 2020-2023

Unfortunately, all the recent bad reviews are 100 % true. You will not get the room you booked, we were offered different room, or to wait with no timetable. The room does smell like sewage, from the sink and from the shower, in the morning especially bad. I saw two...

Unfortunately, all the recent bad reviews are 100 % true. You will not get the room you booked, we were offered different room, or to wait with no timetable. The room does smell like sewage, from the sink and from the shower, in the morning especially bad. I saw two gentlemen with Diamond Club bracelets complaining about leaking ceiling and moth, in their respective rooms. Restaurants are only booked via the app, the app is not very usable, we only ate at buffet. Choice is ok, but food quality is average. Drinks are hit and miss, some taste like water. If you want a cocktail, best to go and order it yourself, seeing what they pour. When you arrive, you get a brochure with times when restaurants, bars and other establishments open, but they all disregard that time, opening at least 30 min after. Pool bar opened about 45 min later once, the reason given was “bartender is late today”, never mind the other ten people behind the bar, apparently only one is qualified to serve. Wifi is spotty. Then there are the chairs at the pool, at 6:30 am you might not get any, everything is already taken. Cabanas are all extra $, it did not used to be like that, we were told this is new management policy. Same chair situation on the beach, in addition to a lot of seaweed. Beach is extremely windy this time of year. Consider taking earplugs, last two nights, drunken partying in our building continued until 3 am, hotel is overrun with noisy teens, trying to get some sleep is exhausting. Service was actually not bad, especially If you tip often, some employees really tried to help. All of this is at the ‘premium’, adults only side of the hotel, I can’t imagine situation is better at the other side. This is our fourth time here, things have deteriorated significantly since the last visit few years ago. So, beware, this is not a resort with luxury service, not anymore.

Great resort overall. Lots of activities everyday to keep busy whether you want to party or relax. The resort has something for everyone. Check in process can be a bit hectic with a lot of guests wanting to get their room at the same time and room wasn’t 100% ready...

Great resort overall. Lots of activities everyday to keep busy whether you want to party or relax. The resort has something for everyone. Check in process can be a bit hectic with a lot of guests wanting to get their room at the same time and room wasn’t 100% ready on arrival. Amalia was great for cleaning our room daily. Power went out in the room for a few minutes randomly a couple times a day. Edgar has been amazing when it comes to daily morning yoga classes to start your day off right! Dorado is the best restaurant for food by far, Raul and Carlos are awesome servers and run the show. Great beach to chill at as well, bartenders at the beach bar are dialled in and insanely fast at making quality drinks! Morning music playlist at the Hideaway pool is also great. Overall great experience!

We have been to a few other Royaltons and have always had great service. We enjoyed our time a the beach front bar and every night watching sports in the Score. Juan in Score is by far our favorite person at the resort. He made the experience. Juan is super...

We have been to a few other Royaltons and have always had great service. We enjoyed our time a the beach front bar and every night watching sports in the Score. Juan in Score is by far our favorite person at the resort. He made the experience. Juan is super friendly and always remembered out drink order. If you visit, be sure to stop by Score to see him.

The Hideaway at Royalton was one of the most relaxing trips my wife and I have taken to Cancun/Mayan Riviera. We've traveled the area for the last 18 years and just love the people/culture. We've stayed at countless different resorts. I must say, the Hideaway is easily top 3 overall...

The Hideaway at Royalton was one of the most relaxing trips my wife and I have taken to Cancun/Mayan Riviera. We've traveled the area for the last 18 years and just love the people/culture. We've stayed at countless different resorts. I must say, the Hideaway is easily top 3 overall and might be the best in service. I'd like to add that my wife and I have both worked in the service industry and are understanding to the hardships a lot of these jobs carry. We love good food but aren't "foodies", we always enjoy a good drink, and don't hold people to higher standards than we hold ourselves. We also opted for the Diamond club level room (Jr. suite w/jacuzzi, ocean view RM: 2317), online room selector (add’l charge). So, can’t speak to other folks’ experiences that didn’t book the same. I've read some negative reviews about the Hideaway and before our trip they did make me a bit apprehensive. But, now that we've been there and experienced if for ourselves, I must say that most are likely issues with the vacationers themselves and probably don't have anything to do with the staff, food, or facilities. Service: We spent most of our time on the beach in the bali beds where the bartenders Yuri, Rogelio, and Juve were very attentive and friendly. The bali bed team with Miguel, Alejandro, and Rodrigo were always aware of our needs and showed up all the time to make sure we were comfortable. One day, we had a fast but HEAVY rain storm come through. Miguel's team immediately jumped into action and helped us with our rain-soaked towels and replaced them with brand new ones (once the rain subsided). Everyone was so quick to help and make sure we enjoyed our time. The housekeeping team was always cleaning or sweeping something. They are tirelessly working to keep the facilities clean everywhere! We did get butler service with our Diamond club level and they did a great job. It should be known that they are less of a “butler” and more of a “concierge”. They are helpful but they probably won’t piggy back you down to the beach. Jocelyn and Victor were able to book all our restaurant reservations and kept us up to date on all the entertainment happening all over the resort. It doesn’t seem like much but it’s nice to have a helping hand while on vacation. Food: The buffet might be the best buffet that I’ve seen at an all-inclusive. Very good variety and the best quality we’ve seen. Their salsas are very tasty and can get super spicy too! The a la carte restaurants are hit or miss. We had good meals at the seafood, steak, and hibachi restaurants. The others were okay… different dishes ranged from good to not so good. We traveled with 2 other couples so we were able to see a good variety of dishes from the menu. The good news is if you find something you like, you can generally ask for more. If you have a dish that doesn’t work for you, just head over to the buffet 😊 “Scoops” gelato and coffee was a nice treat after meals. During the days we often had lunch at the food trucks near the pools. Hot dogs, hamburgers, and nachos were good to great! Facilities: The resort is large and overall well kept. Some buildings were under renovation during our stay, no big deal. But our building was fine. There are signs of wear and tear but unless you’re hyper observant or critical, you might not even notice. Plus, who cares if your mirror has little nicks out of it? Although, I was told that the resort will close later this year for a full renovation. Definitely want to come back to see that! The rooms were spacious and nice. The biggest ding I could see was that the jacuzzi in the room is made of plastic. It’s light and won’t support the weight of someone sitting on the edge of it. I found that out immediately when I sat on it to remove my shoes. The thing immediately tipped and I’m not a huge guy (165 lbs). So we didn’t use it thinking it might be a hazard. It looks nice in pictures though. The jacuzzi on the balcony worked great and had no issues. Some of the a la carte restaurants were open air while we were there, so if it’s super hot or humid out, you might not get any relief from that. The gym was awesome! If you’re getting a workout in during your stay, you will enjoy this gym. Rubber floors and bumper plates for the free weight lifters. Plenty of circuit and cardio machines too. The studio for their different classes is not unlike boutique gyms I’ve seen in the states! There are pickle ball and tennis courts too. Well maintained but we didn’t play (waaay too hot on the gym roof). The casino was fun but don’t expect Vegas style showmanship. It’s not huge and quieter than I expected. The vibe just isn’t what I’m used to when it comes to casinos. Although it was clean and everyone was very nice. Overall: Our stay was awesome! We did have conversations with other vacationers who were reporting less than good stays. First, we never had anyone say “No” to us. We had access to all lounges and restaurants whenever we wanted. We were always greeted with smiles and an “Hola!” Later heard this is a Diamond Club benefit (the access, not the “holas” you’ll get those for free). We were told by people who didn’t have DC that they were often turned away at different lounges/restaurants/food trucks at different times around the resort. We also budget for tipping. We tip every time someone brings/makes us a drink/meal/towel/etc. The resort staff works so hard and we just want to show our gratitude and they are so appreciative every time. You’d be surprised how much a few dollars can go. We ran into other folks who didn’t tip at all and unfortunately they described less than stellar experiences. Although, these folks seemed a little entitled and “uppity” to us. One other note: the Hideaway isn’t a complete “adults-only” experience. It does share restaurants, pools, and other common areas with the Royalton at Cancun which is a family resort. So, you’ll see kids at the restaurants, through the lobby, and at some of the pools. If you spend most of your time at the Hideaway side of the resort, your exposure to little ones will be minimal but they will be around. This could be a no-go for some folks but we didn’t mind. And we didn’t experience the sewage smell that I’ve read about several times here. I believe this was benefit of paying to select our room online. Recommendations: Get Diamond Club level service – The rooms are great, no sewage smell (again, not something we smelled anywhere on the resort), you get a helping hand in a “butler”, wine and liquor bottle in your room (We took advantage of this! 😊), access to all lounges, bars, around the resort. Select your room after booking – This is another extra charge but we felt it was well worth it. our room perfectly faced the ocean overlooking the main pool. Very cool view.

The steakhouse was great! Luis our waiter was amazing! We went back our last night and requested him. Totally out did himself! Steaks and sea bass were amazing don’t expect a thick steak but porterhouse was very flavorful!! Highly recommend!

This not the place to be. Literally the worst experience traveling for my anniversary. I am never coming back. The customer service is soooo bad, they are only good at accomplishing nothing. There is always someone trying to sell you something and the employees are competing against each other so...

This not the place to be. Literally the worst experience traveling for my anniversary. I am never coming back. The customer service is soooo bad, they are only good at accomplishing nothing. There is always someone trying to sell you something and the employees are competing against each other so it's very predatory. There have been bugs and mold in our food. Our pillows had stains on them when we arrived. The drinks are super weak. There is really nothing hood about this place. You can definitely find better bang for your buck literally anywhere else for better quality. You can't get a reservation for any of the restaurants unless you want to eat dinner at 9:30pm every night. This place is a joke. Please do yourself a favor and don't stay here. Save yourself time and heartache.

We love this resort and we love eating at Hunter! Manuel is THE best waiter and he makes the meal so very memorable! He goes above and beyond to make the experience the best you e ever had. We’ve been coming here for years and it’s always a highlight of...

We love this resort and we love eating at Hunter! Manuel is THE best waiter and he makes the meal so very memorable! He goes above and beyond to make the experience the best you e ever had. We’ve been coming here for years and it’s always a highlight of our trip!

With being a gold member l expected a room upgrade ( or at least a king) two queen beds. The tub inside the room was horrible couldn’t use at all. Stopper was rusty and nasty and the walls of the tub were stained. Fire alarm woke us up two nights...

With being a gold member l expected a room upgrade ( or at least a king) two queen beds. The tub inside the room was horrible couldn’t use at all. Stopper was rusty and nasty and the walls of the tub were stained. Fire alarm woke us up two nights in a row. They finally discovered the batteries were low. The safe wouldn’t open for us or security. Security finally used a device and got it open. Butler’s was only helpful for dinner reservations. Couples massage was really nice. Not many evening activities on the resort for adults. Trip wasn’t what l expected for what l paid.

I'll give you a straight up review. The service at this place was inconsistent. From room service to the food and the poolside wait staff. The Mediterranean restraunt is pure trash. Do not go there. The water they served smelled toxic. When you got to dinners, bring a can of...

I'll give you a straight up review. The service at this place was inconsistent. From room service to the food and the poolside wait staff. The Mediterranean restraunt is pure trash. Do not go there. The water they served smelled toxic. When you got to dinners, bring a can of pop from your room. The drinks they serve at restraunts are sub par. If you tip poolside wait staff good it isn't bad. Drinks will come constantly. The hideaway pool was disgusting. The filter system was broken and it was constantly cloudy. The beach was terrible. Seaweed everywhere and this resort does not pay to get it cleaned as we watched the tractor going down the beach clearing other resorts and skipped ours. I think the most concerning thing that we saw was a group of other ladies went to the beach bar and ordered a drink. One guy said he had to make one girls drink in the back.. "because they had a different mix not out front" so made her drink in the back room and gave it to her. This woman ended up blacking out and was ruined. THE BARTENDER DRUGGED HER. My brother and I went back to get this guy. When we saw him he ran out the back and took off down the beach and into the sister resort Splash.

Stayed 4th May - 18th May 2025 as Hideaway guests. We were very apprehensive as we read some really mixed and some very bad reviews but we overall had a great time! I think we were fortunate that 2 buildings were shut for renovations during our stay which overall meant...

Stayed 4th May - 18th May 2025 as Hideaway guests. We were very apprehensive as we read some really mixed and some very bad reviews but we overall had a great time! I think we were fortunate that 2 buildings were shut for renovations during our stay which overall meant less people. Pool: - We found it quite easy to get sunbeds/towels and although there may be towels on beds by 7am, we noticed the pool guys just putting towels on all the beds and only the ones with personal belongings meant they were taken. On that note, the pool/towel guys (Miguel, Alejandro and Ricardo) were amazing! Such lovely people and they always remembered that our group of 6 liked to sit together and at a certain place at the pool and helped us get the beds in the mornings. We would go down around 730 as early risers but we could have even waited until 8-830. - We preferred to sit at the pool by Dorado which was a bit quieter (also colder pool when it’s so hot!) as the main hideaway pool got very rowdy and busy. Especially when the guests came for the weekend and had twerking competitions at 3pm on Friday-Sunday!! Not really our vibe. - we did also use the infinity pool at the main Royalton on a few days, which had a lovely view over the beach, there’s just kids around sometimes so we didn’t spend all our time there. Restaurants: - our top 3 of the trip was; Taj, Hunters Steakhouse and Zen - the main buffet is actually quite good and has plenty of choice for all types of Eaters. They just don’t serve chips/fries, which we found quite odd and only served potato wedges which were often rock hard and not well cooked. - as Hideaway guests, the breakfast at Dorado is far better than breakfast at the buffet - the food vans round the pools were great for a quick bite at lunch Bars: - our favourite bar was the outside hideaway bar for an evening. They’d have some evening entertainment around 9pm and it was so lovely. The bartender (Matteo) was our favourite and was such a lovely man. He helped recreate some of our fave British shots and was a great vibe - Sports bar was a big NO from all of our group. The staff were not happy, ignored us on multiple occasions and even threw our tip back at our friend and said “what is this”. We tried on multiple occasions to go back and re-try it as we love a sports bar but it failed every single time. If the staff aren’t happy to work there or serve the amount of customers, something needs to change and be looked at from their management. - Lobby bar was lovely and the staff there were always so lovely. I’m gutted I can’t remember their names but they served some great drinks and very strong! Recommend trying a frozen cucumber margarita! General resort: - on the most part, the staff we encountered every day were so attentive, always a pleasure to interact with and willing to help - we tipped all of our servers and it is customary to do so. - it is SO expensive to leave the resort if you’re wanting a taxi or just to venture out for a bit. A group of 6 of us was $200 but I think for a 4 seater it is $150 just to go to Cancun and back. We did however get the number of our taxi man on the first trip and we used him again later on for our own day out and he charged us only $135 for 6 of us for the round trip we wanted. - we did Isla Mujures ourselves (we’ve been before in 2019) but this cost us so much more than doing it through the TUI rep or even the excursion guys at the hotel just because of the taxi fare we have to pay - they have a gorgeous resort cat who just had 7 or 8 kittens. She’s very vocal and loves some attention. The staff do feed her on occasion and we saw some staff also give her a stroke when walking past, which was lovely to see. She’s so friendly! - hideaway check in took far longer than necessary and after a 10 hour flight, we didn’t want to be sitting there waiting around. They also wanted a £200 holding fee which I wasn’t happy to pay but when they insisted we do get our money back, we tried to pay with our debit card and they don’t accept this and only credit card (which we didn’t have) so it worked in our favour in the end and didn’t have to pay it. - cleaners and mini fridge staff attended everyday. We had to leave a note to ask for the Mirianda (Fanta) as they don’t tend to stock up on these as standard - we did try room service, which was fine but nothing to rave about - our group had to complain a few times about kids being in the hideaway sections both in the buffet (there’s a hideaway section to eat) and at the hideaway pool. The staff ended up being quite strict towards the end and kicking people out of the hideaway bit when they realised they didn’t have the right bands on. - the hotel gym is one of the biggest I’ve ever been to. However, no air con??!! It was SO hot and we couldn’t work out properly as was so hard to breathe in that heat and humidity. Awful!! They really should get air con in a hotel of that size, it was such a let down It was our first time at a Royalton and yes the staff were amazing and in some aspects we could tell we were at a nicer hotel than we’re used to but I still don’t think it’s worth the amount of money it cost us to go. But massive thanks to Miguel, Matteo, Alejandro and Ricardo who were so memorable for us and helped make our trip better!!

The pool team, Miguel, Alendro and Rodrigo were excellent. Always found us a lounger and supplied us with extra towels so we could use them as a back support. Nothing was too much trouble they deserve a special mention as does Diego the breakfast waiter. Excellent service, friendly and again...

The pool team, Miguel, Alendro and Rodrigo were excellent. Always found us a lounger and supplied us with extra towels so we could use them as a back support. Nothing was too much trouble they deserve a special mention as does Diego the breakfast waiter. Excellent service, friendly and again nothing was too much trouble, they made our holiday

We had a great week at the Hideaway Royalton. The highlight was the exceptional attention we received from butlers (Diamond) Jocelyn and Victor. Attentive, helpful, knowledgeable and fun. Every details was looked after and we were impressed with their professionalism and knowledge. Certainly made a huge difference to our trip....

We had a great week at the Hideaway Royalton. The highlight was the exceptional attention we received from butlers (Diamond) Jocelyn and Victor. Attentive, helpful, knowledgeable and fun. Every details was looked after and we were impressed with their professionalism and knowledge. Certainly made a huge difference to our trip. The resort is large, food options plentiful, lots of pools and beach is huge! Food probably a 3 - 4 star in general areas (buffet) and some exceptional choices on a la cartes. Really enjoyed the Bistro and the Steakhouse. We would go back for sure. Definitely do the Diamond upgrade. Ask for Jocelyn and Victor they were fabulous. Kudos.

Amazing meal, Pedro was really helpful and helped us choose the right food options.. thank you Pedro for guiding us and helping us to find the right food options to satisfy our tastebuds! Our evening was filled with a great atmosphere and superb Mexican cuisine

Outstanding meal with Egidio at Agave. Highly recommend! We had a delicious meal with the seafood cocktail, guacamole, and then chicken mole enchiladas and the delicious steak a la plancha. And it was my birthday and they brought two desserts too, including an excellent tres leches cake. Go!

Julio was excellent!!! Amazing! 10/10 beautiful place to stay and amazing hospitality love it here definitely coming back again!!!

We are not pleased at all with the stay of this trip. We came for our honeymoon & we did not get any of the “honeymoon” things that we paid for. We didn’t receive any extra benefits for being diamond club. The manager of the Butlers had arranged a meeting...

We are not pleased at all with the stay of this trip. We came for our honeymoon & we did not get any of the “honeymoon” things that we paid for. We didn’t receive any extra benefits for being diamond club. The manager of the Butlers had arranged a meeting with us twice and never showed up. We have since been in contact with Mr. Oliver & he is working towards getting us a reimbursement for the services we did not receive & originally paid for. We were told we would get a private dinner on the beach pending availability. When we asked our Butlers about this they said this was not a service that is provided. Every time we asked someone a question we got a different answer than someone else. There was no consistency in information given from the moment we got to the resort. It was not worth paying an upgrade for diamond club and those areas are not monitored. You wait in line like everyone else, you don’t get any additional benefits. Now, our butlers were great! Gina and Jocelyn went above and beyond for us. Gina helped us getting everything organized and spent a lot of time with us to better help us with our concerns. Both Jocelyn & Gina were great! Everyone should have the pleasure to have them as their butlers. They were genuine and wanted to help us & make our honeymoon as good as it could. The cleaning staff for our rooms, were also top notch! They are efficient and phenomenal! They truly were a shining light of this trip! Unfortunately, we will not be back to a Royalton Resort and we will not recommend this resort to others. Yes, we enjoyed parts of our trip but we did not get the service we paid for. We will be taking our business elsewhere moving forward unless this situation gets reconciled by Mr. Oliver and the Marriott & Royalton Staff.

Our chef at Zen Peter, along with the servers Armando Meza and Manuel provided such great service. We were about to interact with other guest at the table because of the ice breakers the chef presented to us. The drinks were flowing and the food was good. Best Hibachi experience...

Our chef at Zen Peter, along with the servers Armando Meza and Manuel provided such great service. We were about to interact with other guest at the table because of the ice breakers the chef presented to us. The drinks were flowing and the food was good. Best Hibachi experience thus far.

Peter and Armamdo Meza povided excellent service and hospitality at the Zen resturant. We would definately go back for the experience.

Good Morning, I checked out of the resort today (10 June) and will be leaving to go back home. Let me start off by saying I’m never one to complain about things and I make the best out of everything but my stay here from 6-10 June was horrible. I...

Good Morning, I checked out of the resort today (10 June) and will be leaving to go back home. Let me start off by saying I’m never one to complain about things and I make the best out of everything but my stay here from 6-10 June was horrible. I made it clear multiple times that my husband and I were celebrating our honeymoon and we requested a specific room with an upstairs style/loft jacuzzi and never received it. We received no special treatment for celebrating our anniversary, not even a banner on our door or anything. We arrived at the hotel and had to wait 4 hours later for our bags to arrive in the room. No one informed us about the process so we had to go back to the area in the main lobby and request for our bags to be brought to the room. Upon arriving to the Diamond club lounge we were checked in and had to wait for a butler. 45 minutes after waiting we asked if we could just leave because the butler never showed up. We went to the room and it was extremely hot. Our butler did not show up to our room until 8pm that night. He informed us that he was leaving, we got no services from him that day, we arrived at the hotel roughly at 3pm. The treatment that we were promised based on the resort’s website was never what we received. Though the alternate butler wanted to meet us the following day in person we preferred not to, the service was already horrible and we just wanted the 10th to get by so that we could check out. Our room was extremely hot, it was so hot that the humidity levels caused the floors to “sweat” the floors got extremely wet and my husband had to clean it/dry it with towels. Our clothing that was in the room got damp, the bed sheets were damp and clammy. (I ensured I have videos/picture proof of this) We did not get the room style we requested and when we went to the Diamond lounge to request a change or resolutions we were informed everything is booked out and we just had to deal with it. Even when we placed emphasis on the fact that it’s our honeymoon hence us booking a honeymoon suite. We were still left disappointed with no resolutions from the staff. I hate to say this but my husband and I sensed a bit of racism in the way we were treated at times. Couples from another race expressed some of the same issues we faced and their problems were solved if not immediately, within 24hours. There’s so much that went wrong, we struggled getting reservations for restaurants on most days we just stuck with whatever we could find or headed to the buffet. Services that were included were never made clear to us by staff/Diamond club we found out from other guest. (Complimentary bottle). Certain areas we went to staff looked us up and down without asking any questions or viewing our arm band before making the statement “this is for Diamond club guest only” we had to emphasize that we are and show our bracelets when they were clearly visible on our arms. I saw other couples from different races being able to leave certain areas with food and we were told we cannot do so. All in all our experience here was horrible, my husband and I just made the best of each other but I cried most days during the trip because the money we paid and the service/experience we got was horrible and we would not wish that on anyone. Our honeymoon was ruined. A lot went wrong but I can say a server at the buffet Juarez was very pleasant and provided excellent service. I am very disappointed and if there was a way to know all this beforehand I would not have booked. This resort ruined our honeymoon and took no time to listen to our concerns or issues. I’m still heartbroken about this and it’ll be a memory I hold on to.