Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
21482 reviews
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Mar 11, 2025Diamond club check in is a joke.
We arrived at the resort around noon. After checking our bags with the bellboy, Hilda led us to the diamond club lounge to check in. The check in process was terrible. Hilda sat with us while we waited and showed us a map and where everything was located. She even got a coloring book and crayons for my son while we waited. After about 2 hours, they finally called us up to the desk to give us bracelets and tell us our room won’t be ready until 3. Which is understandable since check in isn’t until 3pm. I asked what our room number was because I had preselected a specific room and paid $116 on the Royalton app prior to our trip. She told me there was no room number but that the room we had selected was not available. She told us we were in building 3 on the 3rd floor instead of the room I had selected in building 6 on the 4th floor with a rooftop jacuzzi. We had lunch, and returned to the DC lounge a little before 3 to see if our room was ready. They informed us we could move the next day to another room in building 6, similar to the one we had purchased but, we had to gather our stuff check it with the bellboy at 11 because our room wouldn’t be ready until 3. 4 hours without a room and having a 14 month old was not going to work. I was pretty upset. Eventually another worker came over and told us we could stay in the room until the other room was ready. Today we checked to make sure we were able to move to the other room and they informed us we couldn’t move until tomorrow. I guess we will see tomorrow if we actually get our correct room. Besides not being able to get the room we paid for, and getting the run around the last 2 days, everything and everyone else has been amazing. Wait staff, bartenders, concierge. Everyone is so helpful, friendly and hardworking.
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Mar 11, 2025Royalton Cancun
Rooms were comfy. Fully stocked fridge and snacks. Rooms were cleaned daily and towels restocked. Around the clock room service. Dining options were good. Wonderful and friendly staff. We had Nora and Cesar as our butlers. They were excellent and available whenever we needed them.
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Mar 11, 2025Don’t pay for anything extra here
We are currently here . We did diamond club . We also paid extra to get rooftop hot tub room . Yesterday after waiting for nearly two hours to check in . We were told they didn’t have the room we reserved and it would be ready today . Went back today and told we will have to wait till tomorrow. We definitely have not enjoyed being pushed to the side , especially since we paid for the extras and a room . On positive note food is really good and restaurant staff have been awesome . J. Peterson
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Mar 11, 2025
The Good and the Bad !
After spending 2 weeks here at the hideaway Royalton, it soon became apparent that things were not all 5 star and wonderful . We cannot fault the food in any of the restaurants or the availability of branded spirts when in stock . Unfortunately some things do let the Royalton experience of our vacation down. 1/ shortness of staff in some bar areas and specialty restaurants like El dorado for example which creates the waiting times and long queues. 2/ Pool sun loungers being reserved by the pool attendants so none available unless you find the attendants, and pay them to find you one . Our sun loungers even had our towel clips removed off the beds by the attendants, as someone else had paid them $ for 2 beds and a brolly . It seems like this is a big money earning practice for the pool attendants. They should be not encouraging reserving beds at 0615 and if they stopped this practice It would stop guests having to get up so early . Obviously they wouldn’t earn as much !! $$$$ 3/ The bar staff continue to serve alcohol to a point where accidents are happening due to severe intoxication. Again $ $$ seem to be talking / encouraging bad practices 4/ Continually running out of white wine , and branded spirits . Not what I expect from a 5 star⭐ resort . 5/ continual asking of spa treatments or excursions throughout the day was too excessive . 6/ A charge of $35 dollars to keep our room on for one extra hour . Wow ! You get asked about your stay upon checkout. If you mention anything that wasn’t upto standard, the hideaway check in staff do not give you a holiday questionnaire to complete . This hotel is all about making as much Money as possible from its guests and unfortunately wen wouldn’t come back as certainly needs many improvements for 5⭐️star resort . Although this is just my opinion, after reading other reviews ,it is obviously a problem at this resort . - [ ]
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Mar 10, 2025
nice facilities, but not luxury service
husband joined for 1/2 the trip. I see their 4 Diamond award for 2024 doesn’t appear, had many service challenges, not luxury service, but very nice facilities. challenges with departments communicating together, as received several useless phone calls in early a.m., while sleeping or very late at night, advising of appointments never booked, Spa not operated by resort' so be careful if want to charge to your room account. ordering room service on tv appears not to work, no red wine in Steakhouse 1 night, no refill of coffee in private bar, etc. will not return!