Went here with my husband and we had a great vacation at the inclusive resort. Everything here was great! The pool area was top notch and had this little swim up bar where we spent a good portion of our time. The pool and bar were clean. Lots of fun tropical/fruity drinks and shots. They even did rounds of shots where everyone would get a colorful shot and take it in a waterfall fashion around the bar. The bartenders were friendly and attentive. I never felt like I struggled to get attention which can happen at other resorts. A great vacation. read more

Outstanding food and service and would recommend to anyone visiting to use the service.

attentive bartenders and waitstaff, drinks are good but not very strong. Ask for doubles to level up your experiences

Setup: friend's wedding vaca April 2016 The good: size, adults only or family side options, room accommodations, friendly service, dining/bar options, wedding venue spaces, shows, activities, kid's club The bad: MOSQUITOES - the land area leading up to the compound is all marshy, making for ideal mosquito breeding - they are EVERYWHERE. Not enough umbrellas on the beach or poolside. Spotty wifi. Rooms on the front side face the marsh. Observations: Overall this is a really nice resort. It's still fairly new so everything is shiny and fresh. The mosquito issue is insane. We were getting eaten alive everywhere - rooms, pools outside rooms, restaurants, etc. Everyone carried bug spray the whole time. While the staff is very friendly, there were some instances where they seemed to communicate poorly with each other, and with us. I would certainly still recommend it though. read more

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This place is perfect! The food, drinks, weather, & service is tremendous. The people who work here are very nice. The waiters/bartenders are great. They are very attentive which is good. The view is amazing. The resort is open so when ur not in ur room or a restaurant u will be a little hot but that's a given. I would definitely be back. The only thing I didn't like is when u first arrive they get u to sign up for a next morning tour to see the diamond section & they give u 5 "free" nights to come back yea right we declined & the lady was a pest calling back/back 8am to get us to come. Followed us to gift shop keep harassing us to go & why did we let her down that was a annoying af but other than that this resort is perfection read more

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BTW - Not sure why this is called "Bar Hideaway", if you read on, these reviews are all for the Hideaway section of the Royalton Resort (ie a Hotel review). We stayed in the Hideaway section of the Royalton in December. We also chose the Diamond Club option. The GOOD - - Fabulous resort, contemporary furnishings, very clean including all the grounds. - Well appointed rooms with comfy beds, rainfall showers, safe for valuables, mini bar, room service large flat screen TV with a huge array of channels including HBO, TNT, Space, etc. The TV was the control centre for all the programming at the hotel and info. - The room also had a lot of outlets both normal 110v and USB. That was super handy. Wifi service was top notch (great connectivity). - Our butler Miguel was fantastic -- he decorated our room for our anniversary and always was looking to see how he could make our visit a great one - The buffet is the best we have ever had at an all inclusive resort - a large assortment of options including a gelato bar (the cinnamon and chocolate were our faves) - A large array of options for dining. - The breakfast at the Dorado was wonderful. Close to the beach and nice to be served. - Friendly helpful staff - Lots of comfy loungers by the pool - The resort is a mere 15 minutes from Cancun airport. The NEEDS IMPROVEMENT - BEVERAGES - The house wines are really not great. The champagne was ok in Mimosa's but not so great otherwise, and the other house wines were not great either. We don't require the most expensive, but we have stayed at other resorts where the house wines were considerably better. So if you want a decent bottle of wine - spring for something on the list. The cocktail menu was quite good though! - ROOM CLEANING - we let our butler know we liked our room cleaned in the mornings. One day we came back to the room mid afternoon and the room had not been touched even though we had been gone about 6 hours. It took 3 calls and 2 hours to get it resolved and get us clean towels so we could bathe for dinner. That was not great. Giving credit where it is due - our butler went the next day and made sure our room was made up! Miguel was fantastic! - We had some minor glitches at some a la carte restaurants. It wasn't that busy as we went in mid December, but they brought all my food at once at Zen (soup, main). Also, my hubby got served his beverage right away and I had to ask twice for mine. Then they come and apologize to my hubby, when his meal was fine. Odd that - apologies should go to the person you inconvenience folks. - Also the elevator was not working 2-3 times when we were there -- however it was not far to take the stairs and if one needed an elevator there was one a little further down the road All told, it was a great experience and we thought the resort was beautiful! read more

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We were here in Jan 2015 just after it first opened and returned in Jan 2016 after such a positive first experience. This is a 5 star all inclusive resort on the Mayan Riviera. It is a large resort broken into three groups of buildings with approximately 2000 rooms with an Adults only area and a family area with a water park. The beach is nice and cleaned regularly of the seaweed that washes up. There are 9 pools and 11 bars including a sports bar. The fitness area is nicely set up with multiple cardio machines, a yoga area and tennis courts. There is also a nice spa attached. There are several water sports available on the beach and we used the catamarans and had a great time. The staff are pleasant and try to make your stay as enjoyable as possible understanding that this is Mexico and things may not be fully operational or you may not get exactly what you ordered. There were shows and live entertainment each night. The rooms are amazing with a fully stocked mini bar, flat screen tv with satellite options, great beds and a separate double shower and jacuzzi tub. Now to review the food and there are plenty of food options: 1. Room Service: It is available 24 hrs a day with plenty of options. We used it twice for breakfast and we're happy with the service and food. 2. Coffee Shop: This is a very busy coffee shop where you can get your latte at 7 in the am. They also have a large selection of pastries, ice cream and milk shakes. 3. Beach Grills: There are two close to each other...one is a sit down and one you walk up and order. Limited menu's but very convenient if you want to stay at the beach or pools. 4. Buffet: This is a large space with multiple food stations and options that should please pretty well everyone. We ate most of our breakfasts and lunches here and all were very positive experiences. I had the spinach bacon tomato mushroom and cheese omelette each day with fresh fruit and fresh juice...great way to start the day. For lunch I enjoyed the tamales with salsa verde and either the ribs or fish with the prawns off the grill. The fish is quite good and they also have a large pastry / dessert section. I liked the way they separated the lettuce for salad in individual portions. 5. Agave: This is the Mexican restaurant. Surprisingly we found the food at Agave overcooked and quite bland...we had higher expectations. 6. Dorado: This is the adults only seafood restaurant. Great food and service and highly recommend the surf and turf. 7. Opa: This is the Mediterranean restaurant. Good food and some nice flavours. It was our waiter's first day and we had to explain to him what was on the menu...this can not be helped in an area that is primarily resort based with regular personnel changes. 8. Armardilllo: This is the Tex-Mex restaurant. We all had great dishes and our waiter, Alberto was great. Tried the fajitas and ribs and both received high marks. This is the only restaurant where we found churros. 9. Zen: This is the Japanese teppanyaki restaurant. Our chef was great and kept everyone entertained throughout dinner. The chef was the highlight of the dinner and the food was okay. 10. Hunters: This is the steak house. The steak and fish were nicely prepared and the garlic mashed potatoes were great. The pork was way overcooked and too dry. The onion rings were also way over cooked, so much that one could not cut them with a steak knife. Still a positive food experience. 11. Grazie: This is the Italian restaurant. Nice menu options and the calamari was quite good. The Caesar salad was unfortunately quite bad...it was way overly dressed, the lettuce was soggy and it was tasteless. 12. Sports Bar: We stopped by to watch part of a NFL Divisional playoff game. As one would expect in a sport's bar, there are plenty of flat screen TVs and pub type food options. Sampled the wings and they were ok. The Oreo Cheesecake is quite good and was the best dessert I found on the resort. It was a great holiday with many positive experiences, great food, a great room, great pools and a nice beach. We came away very relaxed, rested and well fed. I can definitely recommend this resort for an all inclusive week of sun and great food. read more

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My boyfriend and I planned a last minute trip to Cancun. We booked hotel, flight, and transportation ALL on Expedia. We read mixed reviews about Expedia and how sometimes we might not get the room we had originally booked. We decided to take our chances, since we booked this trip ONLY one month prior to leaving. The Hideaway at Royalton is not far from the airport and is very secluded. As we arrived to the resort, we noticed how big it was. The resorts in the Hotel Zone has many pros, however they have a con about being very small and compact due to being next to many other resorts. As we arrived, we greeted right away and was taken to our lounge. My boyfriend and I booked our room under Diamond Club for Hideaway (which was the highest tier you can book it under). YOU EVEN GET A BUTLER. Even though the lounge was very far the lobby itself, the staff were so sweet and checked us in right away. With complimentary snacks and drinks, we were already happy with choosing this resort. HOWEVER, once we heard they did not have the room we had originally booked our hearts dropped. BUT, they upgraded our room to a rooftop jacuzzi suite. AND LET ME TELL YOU THE ROOM WAS GORGEOUS. We wished we had stayed a little longer.. we have already looked into our next trip and we will be going to the Hideaway at Royalton in Negril Jamaica.  I can write on and on about this resort, but here is a pros and cons list of Hideaway at Royalton (DIAMOND CLUB). PROS 1.Diamond club is a definite worth it expense in my opinion, we had a butler who set up all our reservations for dinner time. We didn't have to wait for a table for dinner (and it was very packed during the time we had went). Our butler also set up our room with roses, with my boyfriends request, as a surprise for our anniversary. 2.ALL restaurants were amazing, food was amazing! Hunter steakhouse definitely left an impression on me. 3.The buffet was FILLED with a variety of food that were all appealing. 4.There were different sections of the hotels with different pools, therefore guest were spread out so you were not afraid of not finding a tanning bench.  5.Multiple pools (adult only section pool was my favorite) 6.There is food at the bars on Hideaway section and had lunch prepared by the pool for Hideaway guests. 7.So much things to do at night, they brought in dancers, singers, performers, and even a market for souvenirs one night. 8.Perfect for couples and families. 9.Even though we did not spend much time on the family side, we did see a little waterpark for children. 10.We booked Xel-Ha with the hotel and had an amazing time. CONS 1.Our tub on the first night was not draining properly, but our butler Miguel fixed it. 2.Prior to coming we did know the beach will be very hard to swim in. It was filled with seaweed, however we managed to pass all the seaweed and spent a few minutes in the Mexican water.  Evaristo and Miguel (our butlers) did make a very memorable vacation. We will be back to Rivera Cancun. read more

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I have to say, I had a great time. The people are friendly and they are always happy to see you. Room service food is amazing, and there's always drinks everywhere! The steak house, buffet, sea food restaurant, that's in the resort is not bad. Don't get your hopes up for the sushi though. The pool next to our room was amazing, the beach is so relaxing. Just talking about it makes me miss it already. Ah.. read more

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First, let me say that the resort is beautiful... The reason for two stars is due to all the "development issues" they still have. Every time it rained something was leaking or flooding. Floors are super slippery and I saw several people slip and fall. Their check in/out is painful. They need a larger check in center. The beach is nice but there is tones of seaweed and they have to remove it with a bobcat. And last but not least, their website... Horrible, all the pictures are the drawings and half the links didn't work. Now some pros... Their Wi-Fi is great, nice people, great drinks, all you can eat sushi, many pools, nice rooms, beautiful views and great staff! At this point I am unsure if I would ever go back.. at least not in the near future, give them time to sort everything out. In all fairness, they have only been open 7 months. Oh! And their salt shakers never worked due to the moisture! read more

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Breathtaking views! I have never been to an all inclusive resort and ... I think i'm completely spoiled now. All the food you can eat with 13 different restaurants to choose from. So many pools and spas. The BEACH is right there. Alcohol is included! .... I can't complain too much about the food but I did wish it was better quality. Think more Golden Corral. You have 20k people in a resort you have to constantly feed... food isn't going to be the grandest thing. There are so many different activities going on all over that if you're bored.. that's your own boring fault. =) you can fall asleep in hammocks or chairs. The staff is absolutely wonderful! they always greet you and smile and ask if you need anything. There is a live band every night at the main pool. There is a sports bar upstairs so you don't miss out on a game. There is a night club you can dance the night away in (which I did every night and realized it was time to go home when the lights came on). There are swim up bars... need I say more. I went with a friend so that was a different experience. Would like to take the soon to be hubby and have a romantic twist on it. =) read more

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My boyfriend and I just returned from our stay at the Hideaway at Royalton and we were very impressed. We stayed a full week and I would absolutely return again. There were a few things I would critique and ask management to look into working on, but overall, worth the experience if you're looking for a low-key trip. The location: The hotel is super close from the airport. 15 min, 20 tops. It was a 40$ cab ride though. The hotel itself is located quite a bit from the main highway and you go through 2 checkpoints which was kind of annoying, but I still rather have it then not. At least you felt safe. Its the only hotel for miles situated there and it lies within the mangroves therefore, MANY MOSQUITOS! Bring spray and spray yourself often no matter what! The hotel: We stayed at the Hideaway portion which is the adults only side. It was exactly what we wanted. Low key, quiet, and calm. There was no loud music blasting all night, or late night shows keeping you up. The hotel itself is huge but you get used to it after the first day. The lobby is open and airy. The whole hotel exudes a sense of Zen and calm which I loved. Very clean looking, marble everywhere, muted colors. Very uniquely designed with its geometric shapes everywhere mixed in with cool water elements all over. The room: The room was gorgeous. We chose the luxury suite with the swim out pool facing the beach. The room was clean and airy as well. Open space set up with the bathroom and tub in the middle of the room. Very romantic for a couple. The bed was a king, very comfortable with lots of sheets and pillows. The shower was the best part. Huge, with rain shower heads...2 of them. Amazing! There is a safe in the room that you can use for FREE, woohoo! and a mini bar with soda and beer. Plus, FREE WIFI!!! The mini bar was a bit lack luster, and was never refilled after we used stuff. Could have been paid more attention to. The patio was beautiful and covered if it rained so you could still sit out there. The doors to the outside have a screen and the actual doors which is cool, covered by two sets of curtains to keep the light out. Does a pretty good job of that. ***The swim out pool: Here comes one of the few critiques I actually have. If you offer a room with a specific beachfront option, you should give the person a beachfront option. Our room faced the pool, not the beach as advertised. The second issue was the swim out pool. I was so excited about this pool before I came. I couldn't wait to get in it. Too bad certain pools don't EVER get sun, and those ones aren't heated to supplement it, so it is ice cold. Like frigid! I jumped in once to say I was in it and couldn't use it again even though I paid an extra 88$ a night to have it. Such a huge disappointment. We complained but were told there was nothing they could do. No other rooms available. Others in our row complained too to no avail. I stepped into others swim out pools that got sun and it was like bath water. I would have been in it all day. Instead, I got stuck with freezing water. Its a gorgeous thing to have, all I suggest is that you do something about the water for those guests facing the wrong way; a heater, mirrors to reflect the sunlight, anything. Other than that, its a great idea, great size and very cool to be able to have as part of the room. I would choose this option again only this time calling up to make sure I get one facing some sun. I suggest you do the same. The beach: Here's the second critique. The beach was a disappointment. It wasn't blue at all which isn't the hotels fault but I expected more since I had been to Mexico like 10xs and always had blue seas. Maybe I've just been spoiled haha. Anyway, the water was warm but there was a crazy amount of seaweed all the time. It was kind of gross but they did try to rectify it by using machines that grabbed it up several times a day. It didn't stop me from swimming in the ocean but I've definitely had better beaches and I'm so a beach person so I was disappointed. Not much the hotel can do though, so just be aware of it. There are many seats on the beach, with padding and umbrellas so it was really a nice way to lay out. There was also many bartenders coming to you with drinks. The restaurants: LOVED the restaurants!! I was sold on the fact that you don't have to make reservations for anything except hibachi. A great addition to the hotel b/c reservations for restaurants are a huge pain. They weren't necessary either because we never had to wait. Always availability if you went around 6/7pm. There are a bunch of places to choose from with great variety at each. You get plenty of food, good portions, great service, and I felt like I was always at a 5 star restaurant. You also have a standard buffet option which had TONS of food! We went to , and loved: Zen, Opa, Marache, Grazie, Armadillos, and Dorado. read more

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First off, a huge shout out to Mitch from TripGuy (http://tripguy.com/) who helped us plan this trip and got us the best deal. The vacation also included private transfers to and from the hotel as well as all of the restaurant's reservations taken care of for the week! We were a group consisting of about 20 adults and kids combined travelled over thanksgiving break. The resort was new, modern, expansive and very beautiful overall. All of us stayed at the diamond club area in varying room types. My family and I had th upgraded ocean view suite with outdoor Jacuzzi. We tried to upgrade the room to a double suite once we got to the resort but were told that all rooms were sold out. We did not much venture out to the other side of the resort except to go to restaurants and the kids pool occasionally. The diamond club area had its own large pool with a swim up bar, a smaller deep pool as well as a kiddie pool. There was also a private diamond club beach area that had a few cabanas and plenty of loungers. Overall, the diamond club pool / beach areas always had plenty of spots, especially compared to the rest of the resort. When we walked to the kids pool area, it was packed to capacity with no available seats whatsoever. The kids pool area was great for kids. It had various splash pads and three large slides, my kids loved it. Surprisingly, none of the pools were heated and that was a shame since the water was pretty cold. In the diamond club area, there were plenty of towels, however when we visited the main pool and kids pool on the other side of the resort, there were many times that the towels were not available. We loved the little grill setup between the Diamond club pool and beach area. The burgers were surprisingly fresh and tasty. Most of the time we did not venture out from the beach and just had food right in our cabanas, either from the grill or delivered from the restaurants. Additionally there was a bar at the beach that was always pretty empty. The drinks were pretty tasty although typically overly sweet. They had no problem serving premium alcohol and Don Julio Reposado shots were served all around. The concierges at the pool / beach area were absolutely awesome! Very attentive. Special shout out to Miguel, who went above and beyond to make sure out 8 day stay at the beach was awesome in every way. Our, although advertised as "ocean view" was not what I would call a true ocean view. The balcony came out onto the inside courtyard and faced the Diamond club pools with the ocean bean very far in the distance. We didn't much care, but they should probably rename it as it seemed pretty deceptive. The room was decently large. Very modern and sleek. We were offered two queens but opted a king. A pull out couch was also setup upon request. I was very upset when I was told that rollaway beds were no longer available. We paid to have two kids stay in our room. They both ended up sleeping on the pull out couch, which was pretty inconvenient for the first couple of nights since they are not accustomed to sleeping together. I would be really upset if my co-ed kids were older, but since they were little, it didn't much bother any of us. Our bed was comfortable and I know they even offered different pillow firmness as well. The pull out couch bed was ridiculously uncomfortable. You could feel every metal spring of that mattress and I felt bad for kids, but they didn't seem to mind. I personally like to unpack and utilize the drawers and dressers, however the room only had 4 drawers altogether, definitely not enough for a family. There was a Nespresso coffeemaker in the room and I loved making coffee in the morning. The room design was that the sinks with the shower and oversized tub were right in the room with only a curtain separating the two. Pretty sleek but definitely not conducive to a family with kids. If you have older kids staying with you in the room I would definitely recommend getting the double suite. The shower was simply wonderful. Very spacious with two large rain showerheads. The toiletries were awful and I highly recommend bringing your own. The room had a door that could be opened into the adjacent room. You could hear every noise through that door. I heard our neighbors watching tv once, but mostly I felt bad about my own kids crying, screaming and well, being kids in general. For a single couple I would probably recommend sucking it up and upgrading to the Hideaway (adult only) portion of the hotel. The food was absolutely phenomenal! I have been to many all-inclusive and by far, this was the best food I've had at an all-inclusive. The main buffet was enormous! There was so much choice and everything was very fresh and well prepared. There was a grill that would serve grilled to order meats and seafood. I found the buffet very packed for breakfast, sometimes with a long line. Also, I found the main buffet's restaurant seating areas although comfortable, very dark. Almost wish it wa read more

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Perfection you won't get bored here , looks good service good special focused on guests needs Diamond Club Rooms with personal butler what els ... I visit cancun every year so far here is the top 1st choice from now on , stay at hidaway It's the adults only section of Royalton Price was same as all other 3 stars but here is 4 star drinks are same as what we drink normal brands , fresh food , most other resorts offer crapy brands of unknown drinks not here Tip the guys they will do anything for you 3$ 4$ is sufficient Compare to 20% tip we always leave read more

I'll start with our rude and unprofessional checkin we received at the Hideaway Lounge/Check-in. We booked and upgraded our room over a year in advanced through BookIt.com. What Bookit failed to disclose to us was that the property did not guarantee the king bed (bed type) we booked. When we checked in we were told we were getting a room with 2 double beds. After some discussion back and forth we got upset because we weren't given any type of apology or solution or shown anything that would indicate they cared about the feeling of bait and switch we were experiencing. After a few minutes another man came to help the checkin attendant. He never introduced himself and started interjecting into the conversation. After being extremely condescending, rude and unprofessional he continued his rude approach by telling us that we are getting what we are getting and that was it and to basically get over it. We knew that he didn't understand anything about customer service, hospitality or professionalism so we asked for the manager and we were told he was not available and to come back later or in the morning. We later found out that the man that interjected was a supervisor (Alonso). The last thing anyone wants to do on vacation is run around chasing down managers or waiting around to talk to somebody. After checking into our room and talking to the other 17 people we were there with, we started to realize this resort has alot of work to do in consistancy, quality and customer service. Everyone got a different experience and process. I think we experienced the worst of Royalton first hand. After 3 days in our smelly double bed room (no exagerration, room 3208 smells) and a rude pool attendant to my wife, we had enough. We decided to make a formal complaint with guest services. We explained about the following items at guest services with Ivette: -How we were treated at checkin- We got an apology and it was "noted" in the system. She aplogized for Alonso's behavior and dealing with our situation. -The overpowering smell of mildew/mold in our room- Their solution was a loud dehumidifier that I had to empty two or three times a day for the remainder of my stay, it did help the smell but if I wasn't in the room to empty the dehumidifier the smell came back. Housekeeping ignored tending to the dehumidifier completely. -No concierge on our floor (Hideaway, level 2) and we never saw one for the entire time we were there. -No hand towels or wash in our room - they were going to let housekeeping know that we were priority (not at all what we wanted but okay). We got them the same day of our complaint but we still experienced a shortage of hand towels and wash cloths after that. After all these complaints no one once followed up or called our room to see if we had seen a difference with the issues we were experiencing or if there was anything else they could help us with. Not once. Every employee had obviously been trained to say "my pleasure" everytime you said thank you. It wasn't just a cold and robotic response but most employees we encountered had no interest in providing great service nor was it a pleasure for them. The food was mediocre at best with the exception of Zen and Hunter restaurants. Also the Ceviche at the Hideaway pool were amazing. Room service was not good the first day we tried it we both got sick, my wife got the worst of it and had to stay in our room all of Sunday. When walking through the lobby you are constantly hounded by sales men and woman trying to get you to buy vacation excursions, spa services and not just once or twice. Most of us got hounded 4-5 times. Hideaway Check-in/ Lounge staff not welcoming or helpful. At check out Jennifer never asked us how our stay was and wasnt friemdly or inviting. Our stay was only made good due to the friends and family we came down with. Otherwise our stay would've been horrible. Spend you hard earned dollars at AM resorts, we had an amazing experience at Secrets Playa Mujeres in April 2015 for my wife's 40th bday. All future trips will be booked with AM Resorts. We will never book a Royalton property again and either will the 17 other people who were there with us. Run don't walk away from Royalton! read more

Im currently writing this review while at the Royalton, on my last day of my trip. We spent a total of 9 days here so I've experienced a lot of the amenities the resort has to offer. The all-inclusive resort has a variety of restaurants to eat at for whatever food you're craving. They have Mexican, Italian, Tex-Mex, Mediterranean, Japanese, a steak house, a sports bar, a buffet, and others that I didn't get to try. Along with the various restaurants are a plethora of bars, pretty much everywhere you look. The food was always good and the drinks were always watered down, but overall a fun experience. They have a Japanese restaurant called 'ZEN' that has a sushi bar that's first come first serve, along with a Benihana style cooking experience. The Benihana style tables are by reservation only, and to make a reservation you need to wait in line as early as 7am to ensure you get the reservation time you want. Because there are so few tables, it can be quite challenging to get a spot. I you do manage to get a table, it will definitely be worth it. The meal is prepared in the most entertaining of ways, right in front of your face. If you aren't hungry there are other things to do. You could go to one of the pools, the casino, the spa, the gym, the beach, or one of the nighttime shows. There's something for everyone at this resort. And while it is less than a year old, it certainly does run fluidly. There are staff members everywhere you look, and they're always working. They go to great lengths to keep the resort in mint condition, and it shows. If you're looking for an all-inclusive resort to stay at in Cancún, don't overlook the Royalton! read more

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Great place to get some R&R and be completely taken care of in every way. Great entertainment, food is Devine and service impeccable.

I will start off by saying the resort itself is a very nice resort among some of the nicer ones that I've seen. The restaurants and the food was good but not great. The reason they only get 3 stars is below: * it was very obvious the just opened because no one ever knew an answer to anything * we ordered towels (none were in our room when we checked in) probably 25 times before someone actually brought them * the beach and sea water was full of seaweed and you could not get in so you were confined to the pool * when we checked in, the supervisor was very rude * the check in check out process took entirely way too long. They don't have enough to people or space for this part read more

Simply amazing facility We didn't expect what we experienced Amazingly clean and well staffed Food....excellent Service....outstanding Pool....perfect read more

Ok yelpers. Let me write a real review about this hotel. The hotel itself is very nice and it has a lot of pools but what makes this different from other resorts is nothing it's actually worse. Sitting for two hours at there Italian restaurant GRAZIE is not acceptable. Their front desk supervisor Ruben tried to accommodate but he says that he can't not help because it's the food and beverage supervisors problem. Mr. Solomon who is the food and beverage supervisor was too busy to talk to a hotel guest so he sends his assistant. Who offers sorries and reservations to the same restaurant. But who wants to go there again. Next speaking to people in this hotel no one knows anything nor has any accountability they give you a run around to speak to the next person. After 3 days of speaking to the next person nothing is resolved. They say we tried calling you but no one picks up the phone. It's 2015 how about a voice mail?? In summery stay away from this hotel there are a lot better resorts in Cancun like Rivera Maya iborostar. I never had such a bad experience. Hotel go-ers beware the service here sucks!!! read more

I'll start with our rude and unprofessional checkin we received at the Hideaway Lounge/Check-in. We booked and upgraded our room over a year in advanced through BookIt.com. What Bookit failed to disclose to us was that the property did not guarantee the king bed (bed type) we booked. When we checked in we were told we were getting a room with 2 double beds. After some discussion back and forth we got upset because we weren't given any type of apology or solution or shown anything that would indicate they cared about the feeling of bait and switch we were experiencing. After a few minutes another man came to help the checkin attendant. He never introduced himself and started interjecting into the conversation. After being extremely condescending, rude and unprofessional he continued his rude approach by telling us that we are getting what we are getting and that was it and to basically get over it. We knew that he didn't understand anything about customer service, hospitality or professionalism so we asked for the manager and we were told he was not available and to come back later or in the morning. We later found out that the man that interjected was a supervisor (Alonso). The last thing anyone wants to do on vacation is run around chasing down managers or waiting around to talk to somebody. After checking into our room and talking to the other 17 people we were there with, we started to realize this resort has alot of work to do in consistancy, quality and customer service. Everyone got a different experience and process. I think we experienced the worst of Royalton first hand. After 3 days in our smelly double bed room (no exagerration, room 3208 smells) and a rude pool attendant to my wife, we had enough. We decided to make a formal complaint with guest services. We explained about the following items at guest services with Ivette: -How we were treated at checkin- We got an apology and it was "noted" in the system. She aplogized for Alonso's behavior and dealing with our situation. -The overpowering smell of mildew/mold in our room- Their solution was a loud dehumidifier that I had to empty two or three times a day for the remainder of my stay, it did help the smell but if I wasn't in the room to empty the dehumidifier the smell came back. Housekeeping ignored tending to the dehumidifier completely. -No concierge on our floor (Hideaway, level 2) and we never saw one for the entire time we were there. -No hand towels or wash in our room - they were going to let housekeeping know that we were priority (not at all what we wanted but okay). We got them the same day of our complaint but we still experienced a shortage of hand towels and wash cloths after that. After all these complaints no one once followed up or called our room to see if we had seen a difference with the issues we were experiencing or if there was anything else they could help us with. Not once. Every employee had obviously been trained to say "my pleasure" everytime you said thank you. It wasn't just a cold and robotic response but most employees we encountered had no interest in providing great service nor was it a pleasure for them. The food was mediocre at best with the exception of Zen and Hunter restaurants. Also the Ceviche at the Hideaway pool were amazing. Room service was not good the first day we tried it we both got sick, my wife got the worst of it and had to stay in our room all of Sunday. When walking through the lobby you are constantly hounded by sales men and woman trying to get you to buy vacation excursions, spa services and not just once or twice. Most of us got hounded 4-5 times. Hideaway Check-in/ Lounge staff not welcoming or helpful. At check out Jennifer never asked us how our stay was and wasnt friemdly or inviting. Our stay was only made good due to the friends and family we came down with. Otherwise our stay would've been horrible. Spend you hard earned dollars at AM resorts, we had an amazing experience at Secrets Playa Mujeres in April 2015 for my wife's 40th bday. All future trips will be booked with AM Resorts. We will never book a Royalton property again and either will the 17 other people who were there with us. Run don't walk away from Royalton! read more