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

Customer ratings & reviews

TripAdvisor Traveler Rating

22299 reviews

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  ROYALTON, YOU CAN DO BETTER!!!

  I am writing this review with a very heavy heart. This was our second trip to Royalton and because our first trip was absolutely amazing, the fact this trip was such a let down, was heart breaking. I know for a fact this resort is better than this! Trip 1: Our first trip we took during Covid. Even with Covid in full peak, the trip was absolutely amazing. We had a total of 7 people in our room, and we were with another family of 4. Making our party a total of 11. The room: We paid the extra money to have a Diamond Presidential suite ocean front room. The room was absolutely beautiful and the view was gorgeous! Along with the room, we had an amazing butler that took care of our every need. We had dinner reservations made for us every night, daily house keeping, and nightly turndown service. We had amazing room service and the food and drinks in general were delicious. We were provided so many extra fun things like towels made into elephants and pedals on the beds. My 5 & 6 year old children had their blankets folded into fun animals and we always had a special chocolate treat left on our pillows each evening. Diamond club: I would pay for Diamond club over and over again. The service was amazing. The service was A+. There was amazing staff. They were constantly asking if there was anything they could get for us. They served us everything to our finger tips. Food and drinks. We never had to even move. They were all so kind and happy!! RESULT: Because of this amazing experience with Royalton I decided to book another trip to this same location. This time I will will bring my family of 9 now, and a new family of 4 to experience the amazing Royalton Riveria! Trip 2: After booking a non refundable/non changeable trip to Royalton I was notified that the Royalton would be shutting down for renovations. I was not concerned when I originally booked a non refundable trip, I had been here before and it was perfect!! When I heard about the renovations, I thought that the Royalton was such an amazing resort, there was no way they would let down their customers and therefore I was not concerned with their service either. What a sad mistake. The room: I reserved the same type of room as previously. The Diamond Club Presidential suite 2 room. But due to the renovations, we were put on the opposite side as the Diamond club-next to the splash pool. In order to get to the diamond club pool, restaurants, beach side areas, we had to walk across the entire resort. Which would have been okay, except the view was filled with trees and I could barely see the ocean. I did have a great view of the splash pool though (not what I paid for)! We did have a butler, which we never saw. They did make us 4 of our 5 dinner reservations (stating they couldn't get us one the first night-why I have no idea because we were there early). When we arrived at dinner 2 of the 4 nights we were greeted with a notice that the reservations were not made correctly and we had no reservations. Complete disaster and super frustrating!!! When we finally got into the restaurant, there was only people at like 6 tables. Why was it such an issue to sit us??? When we arrived our room had no diamond club amenities. We had no slippers, robes, alcohol, we had 4 towels for a room with 9 people in it. We also had a room where 2 of the 3 safes didn't work, the hair dryer didn't work and their were no umbrellas in the rooms. I requested the safes be fixed for 2 days and then finally gave up and used the safe in the kids room. I requested the robes and slippers every single day and finally received all 9 on the 4th day of our 5 day vacation. During an absolute down pore I found an open material room and took my own umbrellas. I had to request more towels, water, and snacks daily because they never left enough for 9 people. It looked like the room was never picked up (towels , dishes, etc.) and the only thing that happened at night was one single night we had ice left for our room. Absolutely nothing else!!! The entire trip!!! Why did I purchase Diamond again?? Why did I choose Royalton again?? Diamond Club: What Diamond club?? There was absolutely zero difference between a diamond club member and non diamond club. We were notified at the pools that they were short staffed due to the closing of the resort so you had to retrieve your own food and drinks. No servers delivered anything. You rarely saw an employee or staff member. The food truck workers were so grumpy!! They were not friendly AT ALL!!! Absolutely rude!!! The restaurants were very unfriendly and didn't have much food available (because they were closing and didn't have anything left). The room service breakfast barely had any options available!! Just a couple comparisons: 1st trip: mini bar chips/candy/soda/beer/water/juice/peanuts 2nd trip: no candy, water and chips upon request 1st trip entertainment: exciting, something all the time! 2nd trip entertainment: minimal, low key 1st trip $600 trip credits: received upon arrival to use during stay. Used for a massage, and also for a dinner on the beach and a bottle of wine 2nd trip: asked daily for the coupons and on the last day was finally told they ran our due to closing and would not be able to supply those. Where is my $600.00 in resort credits????? Overall...I don't know where to go from here? I had such extremely different experiences both times I went. I want to give the Royalton one more try after they open to see if they can win me back over...but how can I justify spending that kind of money for the experience I received this time. Such a dissapointment!! ROYALTON, YOU CAN DO BETTER!!!

  Aug 20, 2025
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  Amazing hoilday!!

  Had an amazing hoilday at the Royalton Riviera Cancun. We was there til the day it close for refurbishment, we didn't notice much what needed refurbishment maybe a little weather damage to the building. 100% would go back the tui reps and all staff was amazing. The entertainment team done some great activities for adults and children to enjoy. Definitely visit the Zen, grazie and the carribean restaurant. Book them daily on the app for the evening you can visit all barring one if your in diamond club. Otherwise all barring two if just a royalton guest. We had a little trouble with our air con in our room but reported it and was sorted out straight away. From the snack vans Definitely try the fish fingers and the vegetarian quesadillas amazing!!! You can ask for most cocktails you know and they will make it. Visit the coffee shop get latte, cappuccinos, teas along with ice cream. Thank you to all staff for making our stay wonderful ❤️ looking forward to seeing the refurbishments you make!!! Taxis out there ¹ pricey, take lots of repellent and after bite with you.

  Aug 20, 2025
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  I'll be going back!

  Gina, Victor, and Jocelyn were fantastic and helped us have a wonderful stay! When I read some of the negative reviews, it makes me sad. Yes, the hotel is going through renovations - and that was clearly stated on the website when I booked my trip. This means everyone who has something to say about construction knew it was happening. This is my 2nd stay at this property and I can't wait to go back and see what everything will look like after the renovations are done!

  Aug 19, 2025
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  Highly Recommend Diamond Club for the Butler Experience

  My butlers Gina, Jocelyn and Victor really made the trip less of a hassle. Everything was set up so I didn’t have to worry about making dinner reservations, or booking my massage. Once they found it was my anniversary, they decorated door and brought me champagne and desserts. It was very thoughtful and I really appreciated it. I also never had to ask for the itinerary each day because it was sent to me and that’s one of the main things I look forward to. They were very attentive and I really enjoyed the trip because of them! The only suggestion would be for the room service food. The selection was the same every night, and then it would sometimes take 2 hours so by the time I would get it, one time was around 12:30 am when I ordered at 10, the food would be cold and I also had to wake up to receive it.

  Aug 19, 2025
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  Good fam and friends was the saving grace for our trip

  Buyer beware. Booked the presidential suite with the expectation of having the rooftop jacuzzi. Our suite did not have that at all. So if you book it, be prepared to possibly get another variation of the presidential that does not include that. Our power went out numerous times and the smell on the balcony was atrocious. It smells like sewage. Come to think of it, the sink and shower water had an odd smell as well. We did have a jacuzzi in the bathroom but it wasn't properly cleaned. I informed the butler and they sent someone up who cleaned the chair. I tried explaining what I needed but due to the language barrier, the message wasn't received. She said she'd contact the butler but no one ever came. I took some solution from another cleaning lady and tried myself. It was disgusting, so much tissue and other residue was on the jets...ewwww. The restaurants even the ones that required booking were mid at best. Steakhouse steak was terrible, chewy and tough...much ado about nothing...it stayed booked but our butler was able to squeeze us in....very disappointing.. anyhow on to the good..Best thing were the super nice bartenders on the beach and in the hideaway section. They were amazing! Just make sure u bring ur own cup/Stanley and straw....unless you enjoy sipping fruity cocktails in murky half washed glasses.

  Aug 18, 2025