Hideaway At Royalton Riviera Cancun

I upgraded to Diamond Club and Butler service. I do not feel like I got a special service at all. My sister and I both recently lost our parents so we were trying to have a special vacation to sort of avoid the holidays and do our own thing, maybe a new tradition. When we got there a day late due to our flight being canceled it was chaos. We were considered a no-show so our room was not stocked. We didn't get a debrief meeting to explain anything to do with the resort. We hardly heard from our Butler at all unless we reached out to him. There was a couple of times we were even told to call the front desk and talk to Guest Services about an issue. Christmas Eve was a complete disappointment as we were expected to pay $120 US dollars to participate in a gala. At that time we were told that they were not taking reservations for the regular restaurants, and then something about a $50 charge. So my sister and I ate at the buffet for Christmas Eve and Christmas day. Very disappointing. Later on we heard that people were booking into the regular restaurants. I spent a lot of money to eat at a buffet, I only got to eat at three restaurants that week because of Christmas Eve and Christmas Day and what we were told. Our room was in stock with snacks once other than the initial day we got there. Other people had the experience of their butlers getting them a bed at the beach in the morning, bringing them fresh fruit to the room in the afternoons. Asking if they need anything. We saw our Butler once all week other than our initial introduction. We got a text once a day, a copy and paste basically telling us what the activities for the day were. [Details]

There is no way that hotel is a 5 star. Most areas of the property smelled like a sewer, including rooms and buffet dining rooms. Water coming from the tap smelled the same. A la carte restaurants were below par, service was terrible in most, very slow and food was not good at all. [Details]

Overall everything was fine. Would have been better had both pools been open at Hideaway however I realize refurbishment and repairs are necessary. Also would have been better had the normal coffee shop been open. Also under it's being redone. [Details]

Overall we had a great stay. Food was very good, room was nice and most of all the people that work at the resort are some of the friendliest people we have ever met [Details]

Hotel is very attractive
Room clean [Details]

I loved my vacation at this resort! Lost to do, lots to eat, and very lovely staff! [Details]

If you have children and do not mind a lot of noise and have no expectations with respect to maid service this may be a resort for you. Good buffet and beach [Details]

We were not happy with the hotel. The food was not very good, the barhrooms were not cleaned and the grounds were not maintained. [Details]

Upon arrival everything went smoothly. The room was not terrible but asked for a blanket and never did get one. The bed was comfortable but the pillows were not and the accent pillows were stained. The room was damp and musty. The water was never hot enough for showering and we had to ask for fresh towels. The mini bar was nonexistent (we had 2 beers in the fridge upon arrival and requested more but only received 2 per day) and there were no other options for alcohol in the room. The pool was small for the amount of people and you had to go down and reserve a chair by 6 am or you wouldn't get one where you wanted for shade or sun. There was a constant sewer smell around the pool and the hallways. The elevator near our room didn't work half the time and the one escalator in the main lobby didn't work the whole time we were there. The buffet breakfast and lunch was good but the hard boiled eggs were raw and they ran out of certain things. Also there were big lines most of the time. You couldn't make reservations for any of the A' La Carte restaurants unless you were in the diamond club or bought an expensive bottle of wine so it was difficult to get into any of them unless you waited for hours and we heard from people in the diamond club that the restaurants were pre-booked and even they were not able to make reservations. When you finally did get in the A' La Carte restaurants half the tables were empty but cleared and set so perhaps this is a staffing issue. The food in the A' La Carte restaurants was okay (not great) but often cold. The room service is a joke - takes an hour and only snacks. Also the premium alcohol was only available to diamond club members. The hallways were dirty. Overall, aside from the fitness centre we would rate this hotel as a 3 star resort and would not recommend this resort for the price. Also, when trying to submit my review "Recommended for" is manditory and I wouldn't recommend this hotel so I picked Families because the waterpark looked okay but I didn't actually experience it. [Details]

Upon arrival of our bus at midnight only 1 person on desk after waiting for people who didn't show up for 1/2 hour at airport. We were to have a king size bed, got 2 queens but at that time of night we just wanted to go to bed and didn't mention it to them. We felt uniformed as to what was going on as our tv didn't function properly and the remote had to be replaced. Even their web pages were hard to navigate to get desired info. Their was a restaurant that was only for our adult only area but we're not aware of it for 2 days, and the rest of the restaurants and buffet were an extremely long walk. The beach was adequate as far as sand goes but seaweed was an issue. They had tractors working there but tried driving it into the sand instead of removing. The covers for beach beds were removed half way thru week which allowed no shade. The staff were wonderful when addressing any issues, food was great in the speciality restaurants and buffet was good. We had a swim out room which was an assist as getting a poolside lounge was a challenge as in most resorts. Over all, we had issues but enjoyed our stay. [Details]

Amazing staff, work very hard to please. Will go out of their way to make your vacation memorable.
The food was excellent! The main pool in the hideaway section was very noisy. If you like to party, this is the place for you.
The beach was terrible. Taken over by seaweed. I was bit terribly by sand fleas. Not sure if they are infested in the seaweed. Had to stay around the pools. [Details]

I am writing this on behalf of my clients Marie Greven and Mary LaMantia who vacationed at this resort. Marie and Mary are friends in their mid-eighties who still enjoy travelling. They were booked into a Luxury Junior Suite with 2 beds. When they arrived at the resort, a VERY impatient, rude and condescending woman front desk clerk (they can't remember her name) who told them they were in the Honeymoon suite with a King bed. My clients explained that they had no intention of sleeping together in one bed and asked why the room they had booked and paid for was not assigned to them. The desk clerk stated "this is all we have, take it or leave it". No apologies or customer service skills at all. My clients again stated that they did not intend to sleep together and asked if an extra bed could be brought to the room. Grudgingly, the desk clerk arranged for this. I find it appalling that seniors were treated with such disrespect at this resort. [Details]

The resort was lovely. They staff were very friendly, and helpful. I wasn't thrilled with the butler service as our room wasn't restocked like it was supposed to be and they included bottle of liquor didn't arrive until the last day.
There could have been a better job done cleaning the beach of seaweed, and perhaps spraying for mosquitos.
The food was incredible and what a variety. The nightly shows were excellent and they valued feedback to improve them. [Details]

from our arrival till our departure the resort provided us with top notch service. the rooms are clean and comfortable and the staff did a great job each day preparing our room. the pools are clean and waiter service is very good. the restaurants I cant say enough - ate mostly at the Dorado (adults only) but experienced a few others and they all provided excellent meals and service. the beach is a nice size and plenty of chairs (missing a few more umbrellas) but even the service on the beach was fast. The internet service throughout the resort was superb.
did not spend any time at the Family side, but it appeared to have everything you would want for children. [Details]

The Royalton is beautiful. Stayed at the hideaway (adults only) diamond club. Room was incredible, excellent views. Never had a bad meal anywhere (dined at a different restaurant every night). Will 100% be going back. [Details]

My experience was not that great at this hotel. This was the 19th all-inclusive resort I have been to in the last 15 years and the first time me and a companion got food poisoning. After which I started to notice the abhorrent food handling practices.
The resort is well designed but clearly starting to show its age. Lot of uneven and worn out concrete. Would not recommend for the elderly who may be prone to trip easily.
We were in the Hideaway section which was nice. The mature trees make for a nice touch.
The service was quite good generally other than breakfast at Dorado which seemed to take forever.
All in all, at this price point you are better off elsewhere. If you like this brand of resort, would recommend Planet Hollywood over this resort. [Details]

First time in Cancun, this resort was amazing, high end finishes and treatment. Great for family's and adults only. [Details]

Had an amazing time at the resort. Everyone is so friendly. Service was excellent- everywhere. Hotel was very clean. Food was delicious. Beach water is brown. But overall very good. Would definitely go again [Details]

Amazing hotel with ton of amenities. 11 a la carte, all with great food and a wide variety of selections. 1 week isn't enough to experience all the Royalton has to offer. Service was awesome from everyone in the hotel. Everyone was very friendly and helpful. This hotel offers so much for everyone with added touches that made it feel comfortable. Perfect honeymoon or wedding resort. [Details]

Just returned after a wonderful stay at Hideaway at Royalton Riviera Cancun. Had a swim out in building 1, super convenient to everything especially Dorado restaurant for breakfast every morning. Ate at a different restaurant every night, can't really pick a favorite as they were all so good ! Would definitely recommend this resort :) [Details]

Second visit to this resort, it's the only resort I want to stay at in Mexico. Very clean, friendly, accommodating. They gave me presents for being a return guest. I felt appreciated. I LOVE Mexico!! [Details]

The royalton hideaway was a absolutely fabulous place to vacation spot,especially if you want a quieter spot without children playing. The staff are great at their jobs,very clean everywhere,great dining facilities,many to choose from. Each room is done up lovely to make you comfortable. [Details]

Everything was wonderful except the pressure from the concierge to go to the timeshare breakfast. They spoke to us in person, called our room twice and left card on the door. this all in the first 3 days. We avoided asking them to help with anything during our stay or walking past the area where their desk was located. Called front desk with any issues!! AC broke at midnight one night and they had someone to our room in 20 minutes and fixed it. Food is amazing at this resort !!! you will not be disappointed. Drinks are good and house wine pretty good. They do have wine available to purchase as well which is a nice option. I will definitely return. Just be aware of the timeshare and be firm if you are not interested. [Details]

This was our first time in Mexico and at a Royalton property and we would strongly recommend it to both couples and families. The facility was fantastic and the service was first class. We had a swim up room which was a great feature and we enjoyed this immensely. We were celebrating a milestone birthday and the staff made this event feel extra special. [Details]

One of the best vacations we have, nice hotel, food and most specially the staff...they are simply the best...will do everything to make customer happy....and bec they were not able to meet our request during reservation they upgraded us from Hideaway to VIP Hideaway [Details]

Great resort, excellent food and great staff [Details]

Excellent resort, clean and updated and very friendly [Details]

Very nice resort. No negatives except the swimming in the beach water is not recommended. Lots for sea grass in the water and washing up onto the shore. Also, seems to be a lot of jelly fish (a lady got badly stung on the second day of my stay). Hotel staff I spoke to advised not to enter the beach water. [Details]

Our experience at the Royalton was fantabulous. We were greeted cordially and whisked away to the front desk of our section ( hideaway ) We were told to attend a brief meeting, by our " personal concierge, " and that a tour of the establishment would be a part of the meeting. Free massages was the bait and my wife and I pounced on the offer. The next day we were woken by the sound of the telephone. The front desk was calling to confirm our meeting and for us to bring our ID's and a credit card. My spidey sense went off. I was in sales and know a sneaky trick or two. We did get a tour of the resort but when it came time for the sales pitch I did not want to participate at all. I wasted 3 hours of my vacation and did not get my massage because I stormed out of the sales room. Other then that resort, food and service was great. [Details]

This hotel was beyond our expectations! We had previously travelled to Jamaica and DR and absolutely loved Jamaica. I convinced my husband to go to Mexico as I found a good deal at a resort that looked "decent"
This resort is now his ultimate favorite resort! Our room was amazing with a view of the pool, All the food we had was delicious and even though we never ate a supper at the buffet, I would not have complained as the variety was amazing! The bar staff was awesome and we had a great time at the swim up bar! [Details]