Royalton Hideaway Riviera Cancun, An Autograph Collection All-Inclusive Resort - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

87 reviews

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  Terrible experience at Royalton Cancun AVOID

  We have stayed at many Cancun resorts, this was by far the worst experience we have ever had. They push upselling to the diamond club and promise better licqour and amenities, but each bar is understaffed and under stocked every single day. Upon checking room was dirty, missing items and it took 3 days to finally get it right. Butlers take days to return a request, restaurants are fully booked (have to pay extra just to get a table), rooms smell like feces, and there is no way to escalate any issues or concerns, they do not care about the guest experience. No managers were ever available to solve issues and they avoid any resolutions. Avoid this hotel at all costs. There are much better resorts with better customer service in the area. The atmosphere is very negative, there is absolutely no entertainment. They gather everyone in the main lobby with a DU every night, that's it. No kids activities, no shows, nothing.

  Dec 31, 2025
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  Beautiful Views- Hard to Get Reservations

  We had a nice time overall at Royalton Hideaway. The staff were polite and attentive and it was a very clean resort. If you want a couples away trip only, I would not recommend. The resort/restaurants/pools are shared with the family side. In my opinion, there should be multiple coffee stations throughout the resort so there is not a line 15 people long waiting for coffee. The machine was convenient to get a quick coffee drink. Reservations at the restaurants were very hard to make. The app did not work very well and we were frustrated between guest services unable to help us reserve as well as walking into the restaurants early (4-5pm) to make a reservation. Nowhere other than El Dorado our first night was able to accommodate our walk In. BEWARE: At check in, Moises was super helpful and we brought up the $300 resort credit we had from booking with our travel agent. This was not so straight forward and we could only really use that credit if we went to a time share presentation for the “Prime” membership. We spent about an hour thinking we were being provided exceptional customer service, assistance with booking at the restaurants and spa credits, but when we denied the presentation, we almost seemed “blackballed” and were text and called multiple times to reconsider. Some notable customer service efforts: Juan and Eduardo at the buffet for breakfast were amazing and hospitable. I strongly recommend sitting in their section! Telma was attentive and polite at the hideaway pool for drink service. Casimiro was wonderful at the martini bar and the El Dorado bar. So helpful and a great smile! Alejandro at Hunter Steakhouse was wonderful. Overall a good experience; next time we would go somewhere for couples only and a smaller resort.

  Dec 30, 2025
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  Staff and facilities fantastic - but not at all ready for a full launch of the “new Royalton”

  This is our 3rd stay at a Royalton property and this would be the least likely we would return to again. First, absolutely critical to start with the staff. Many resorts struggle with engaged and friendly staff. This property has achieved an A+ on this category. Regardless of their role, every single Royalton staff person is friendly, makes eye contact and seems genuinely wanting to ensure guests have a great stay. We stayed in Diamond Club (more about that later) and the journey starts with your personal butler meeting you at check in and giving you a tour of the room and property. Our butlers, Benny and David were fantastic. Checking in on us several times a day (either in person or via WhatsApp), ensuring we had dinner reservations and immediately (like instantly) resolving any minor issues or questions. Beyond the butlers, the bartender, servers and pool attendant (Joshua) were awesome. The bartender at the diamond club pool had a lot of fun helping my newly adult 18 year old practice her tequila tasting skills. Second, the rooms and facilities. Another A+. We were fortunate to have a corner one bedroom suite with a rooftop terrace and hot tub overlooking the ocean. But all rooms are modern. Great mattresses. AC that works well. Some minor issues with hot water on a couple of days - but honestly it was only for a couple hours and these things happen so cannot hold that against the. At all. The rooms were also all very well cleaned and maintained. Third, gym facilities and fitness activities on the resort are exceptional. Incredible equipment. Real fitness classes. Great team. So why would we not return? Great question - food and beverage management is absolutely not up to par. It is an all inclusive, so I will “judge” from that context (and not a 3 Michelin star expectation). But let simple give some examples of items that clearly indicate the new management team is not at all ready operate this resort. - every day food at all poolside snack bars gone by around 2:30 pm. I am talking about simple things like the nachos, tacos, and burgers at the food trucks by the pools. All gone. - it is Mexico, and the guacamole is foodservice tasteless purée from a bag (the guacamole at the airport lounge was 100 times better) - various alcohol options consistently not available at various bars (as in, everyday you would wander around to find the bottle you wanted - which I guess is a fun scavenger hunt in a way!) - the only tropical fruit is papaya and the occasional guava. I know it is December, but the Hilton right next door has mango and passion fruit everyday. - every meal was served lukewarm (including soup and coffee) These are absolutely “small examples” but it is to illustrate the non-readiness of the food and beverage team. There are some strong points on food. For example the buffet always had an incredible variety of fresh sushi (real fish like salmon, hamachi, tuna, etc) and not just smoked salmon. And also a variety of crab, lobster claws, and fantastic ceviches. Overall, it truly feels like resort may have been physically renovated and ready. But the new management team did NOT have time to hire, train and even perfect simple inventory management for a resort at capacity. Hopefully they will get the kinks worked out for future guests. If Royalton/Marriott was smart, they would reach out to every guest who stayed in December and THANK THEM for “volunteering” to be the test market and offer them a substantial “thank you and please return again” discount. If not, well, they set the bar really high with a relaunch when they needed a soft launch.

  Dec 30, 2025
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  Stay far away from the Royals in Riviera.

  I wish I didn’t even have to give this a one star because that’s how bad it is. First when we get here it takes them two hours to check us in the guy at the front desk. Had no idea what he was doing. I booked two rooms one for my mother and her anniversary and one for my daughter celebrating her sweet 16, nothing was done for the anniversary or the sweet 16 then we get to the room and it smells like mold and mildew, and the view was looking out on an alley and trees. I felt like I was back home in New Jersey. The beds are extremely uncomfortable. I woke up in agony in excruciating pain from the one night available for any reservations in any of the restaurants. We never received our $300 resort credit for both rooms. We were told premium liquor with the all-inclusive, but that’s not true. As a stage, there’s no bars looks it. I’m getting hot in get rid of all You have to be Diamond Club in order to get premium liquor. So I have to pay an additional $60 per person per night for us to get a premium liquor. Now the worst is I go to get services and they get me to supposedly a manager. This man named Ramon who was the rudest nastiest person I have ever dealt with basically told us. Oh well we’re screwed and there’s nothing he could do or will do I personally don’t even believe he’s a manager. Hes Clearly racist and does not like Americans. Not only should this men not be a manager, but he should not be working in any resort. I told him I was allergic to House alcohol which I very much am and he said yeah, rolled his eyes and said me too. I asked him if there is anything he can do to accommodate us since we’ve had so many problems and he refused. I was very nice to him until I couldnt be nice anymore. I spent a lot of money to bring my family on vacation and this has been a disaster and I travel a lot and I have never had a bad experience until now. If I could switch hotels and get my money back, I would. I would not stay at this place stay away. The only good part of this trip was this woman and guest services named Hilda. She is absolutely wonderful and tried helping us as much as she possibly could. She should be Manager , not Ramon. He should be fired

  Dec 30, 2025
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  Horrible Experience.

  Horrible Experience. Check in took an hour and I had three rooms with my family and we were traveling with friends as well. Parents checking into room and had a naked woman in their room. Went back down and they took another hour to move them into a new room. The app to reserve restaurants does not work. Cannot get reservations. Asked concierge everyday to help and they could only get us into the steak restaurant three times. Most guests did room service and the clean up of the dishes were left in the hallways and stairwells for days and had a major rancid smell. Raccoons were roaming the floors and hiding in the utility closets. Staff is not trained and do not know what the Bo boy elite wristbands are for. Bars ran out of alcohol for mixed drinks almost every afternoon and the quality of liquor was very poor and almost non-drinkable. All in all, it is a nice place but needs a lot of work for service, food and drinks.

  Dec 30, 2025