Hideaway at Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

22066 reviews

• 

  10/10 definitely coming again!!

  We love this place! Staff is amazing, super nice, attentive, helpful and very friendly. We definitely recommend coming here. We’ll always remember Aaron, Yuri, Jesus, Donovan, Mercedes and Carlos. Thank you guys for everything!!

  Jul 08, 2025
• 

  Find any other Resort/ Hotel but this one

  We had Reservations for Seven of Us 4 adults and 3 Children. The last thing that went right was the transfer from the Airport. They took us to the Royalton Splash which we thought would be great for the children because of their water features. The resort is located about two miles from the nearest road virtually assuring that any purchase which are extremely overpriced are made there. Then they place a bracket on all the customers with pliers. As they have tiers. Their best is the Diamond Club. Soon after we arrived we experienced all the exclusions you were subject to including most of their better pools and the liquor which was bottom shelf. Not an issue for me since I don’t drink. You can’t make reservations more than 24hrs in advance at the restaurants if you don’t have their club either. We paid another 2100.00 for their diamond club amenities including a supposed concierge that never materialized. Most of the staff has a I could care less attitude. Major exception Susana at Rio breakfast and Zen Tapanyaki which had the only food that was “ good” example the Mexican restaurant Agave was horrific. The food came from the buffet. Then they give you these small amounts of salsa and guacamole. Two little square 1” serving squares, so you have to keep asking for more. That’s a lost cause as they are so understaffed that the waiters run at all times. The Steakhouse was a total joke unless u BUY steaks at the all inclusive restaurant. I asked for something they called Brisket. Which was horrific and nothing like brisket. All the steaks we ordered were thin half steaks. The Manager Darwin was a complete self important idiot. Never been so insulted by a manager. The other Manager was the Diamond club manager. His name is Miguel. I asked him for some raw rice cause I dropped my phone in the water and needed to dry it. He told me he couldn’t do it. We returned one day, from a day trip and the room was dirty and the couch bed they gave us, instead of the two queens we asked for, was not made. I’m still waiting for the two pillows I asked for and I’m home now thank God. The water park we went to XCARET! Cost us 2500.00 and they charged us 428.00 for pictures of the children swimming with Dolphins! Because they know you want pics of your kids. The whole country is made to rip anyone off. Any attraction has a tax including animal handling tax for the dolphins! 30 per person besides the 250.00 dollars for the 1/2 hr interaction. They charged us a visit Mexico tax as we left as a parting Shot! Needless to say we will not be Returning to Mexico!!

  Jul 08, 2025
• 

  Fantastic Service, Beautiful Resort, Just Bring a Fan for Dinner

  Traveling with kids is always a bit of a gamble but throw in the fact that my wife was just 2.5 weeks post-op from emergency double wrist surgery, and this could’ve easily turned into the trip we wish we hadn’t taken. Instead, it turned into a trip we’ll never forget, for all the right reasons. The Diamond Club service was absolutely top notch. Huge shoutout to Carolina, Nassar, and Oscar (our Butlers) who were beyond helpful, kind, and thoughtful every single day. They made sure our family had everything we needed, and they treated my wife with such care and respect that it truly eased a tough situation. Their service was a big part of what made this one of the best vacations we’ve ever taken. The resort itself is clean and beautifully kept. Our room was spacious enough for two adults and two kids without feeling crowded, and the pools, beach, and shared spaces were all easy to navigate. Every staff member we encountered was friendly and attentive, always ready with a smile or a helping hand. If there’s one area for improvement, it’s the specialty restaurants. The food was solid, but the service was painfully slow, and the dining rooms were hot (no fans, no breeze, just sweat and waiting). With a few small upgrades there, this place would be a slam dunk. Still, the hospitality was world class, and we left feeling relaxed, well cared for, and full of gratitude. If you’re considering a stay here, especially with kids or unique needs, the Diamond Club is absolutely worth it. We’re already talking about when we can come back.

  Jul 08, 2025
• 

  My experience at Royalton Cancun | Mi experiencia en Royalton Cancun

  ✍️ My experience at Royalton Cancun (June 16-21) We arrived with high expectations, but left with several disappointments that overshadowed our stay. From the start, there were issues the hotel simply failed to handle. 🔹 Rooms without solutions: My sister’s room had a broken air conditioner and refrigerator. She complained three times at the front desk and nothing was ever done. To make matters worse, one day her key wristbands were disconnected and they had to return to the lobby to fix it — a completely avoidable hassle. 🔹 Paid experiences that didn’t deliver: We paid for what was supposed to be a lobster dinner, only to be served prawns. On top of that, the dinner was scheduled for a certain time, which they changed without notice to an hour later. 🔹 The “time share” fiasco: We were invited to an “exclusive” breakfast that ended up being in the same buffet area as always, after waiting. What was promised as a short, no-commitment meeting turned into a session with four supervisors, stretching from 90 to 120 minutes, with uncomfortable sales pressure. The true art of selling should be about advising with expertise and credibility, not making guests feel nearly harassed. A paradox: a resort that appears luxurious, but where customer service is truly lacking. We expected more for the price paid and for the Royalton brand’s reputation. Hopefully they take note and improve, because Cancun deserves to be memorable for all the right reasons. ESPAÑOL: Fuimos con muchas expectativas, pero nos llevamos varias sorpresas negativas que empañaron la estadía. Desde el inicio hubo situaciones que el hotel simplemente no supo manejar. 🔹 Habitaciones sin soluciones: La habitación de mi hermana tenía el aire acondicionado y la nevera dañados. Se quejó tres veces en recepción y nunca hicieron nada. Para colmo, un día le desconectaron las bandas de acceso a su cuarto y tuvieron que regresar al lobby a resolver, una molestia totalmente evitable. 🔹 Experiencias vendidas que no son lo que prometen: Pagamos por una cena supuestamente con langosta y resultaron ser langostinos. Además, la cena estaba pautada para una hora y terminaron moviéndola sin aviso una hora después. 🔹 El fiasco del “time share”: Nos invitaron a un desayuno “exclusivo” que terminó siendo en el mismo buffet de siempre, tras esperar. Lo que dijeron sería un encuentro breve y “sin compromiso” se convirtió en una reunión con cuatro supervisores, de 90 terminó en 120 minutos, con una presión de venta incómoda. El verdadero arte de vender debería ser asesorar con credibilidad, no hacer sentir a los huéspedes casi hostigados. Una paradoja: un resort que aparenta lujo, pero donde el servicio al cliente brilla por su ausencia. Esperábamos más por el precio pagado y por el prestigio del Royalton. Ojalá tomen nota y mejoren, porque Cancún merece experiencias memorables por las razones correctas.

  Jul 08, 2025
• 

  Vacation in July

  Very nice place staff very friendly, ask for Orlando at the Gourmet Marche staff works so hard to be pleasant and the only down fall many people don’t tip 😡🙃Great Hotel and Resort top notch

  Jul 08, 2025