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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

22017 reviews

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  Horrible Expy

  If there is a zero star rating, I would have given this resort a zero rating-star rating. My experience at this is awful. First, our family arrived at the resort around 1:00 pm and they sent us to VIP checkin service since the booking was via Marriott. We stood around waiting for 30 minutes and they were still busy with checking in 2 families. We were next in line. They finally told us to go to the non-VIP line to check in. Guess what, we had to wait in line for another hour. When it was our turn the front desk person asked us to go back to the VIP checkin. We refused to go back and told him that we were sent to the front desk. He reluctantly tried to check us in. After about 30 minutes, he charged our credit card for the rooms and told us us that we we need to wait for the room to be available. This was around 3:00 pm. I asked him to give me a time for the room availability and he was dancing around ti avoid answering my question. I told him his answer is not acceptable and I need him to give me a room. He went to the back room to check with house keeping service and finally came back and gave us 2 rooms. This was around 5:00 pm. We went to the rooms and ti our surprise, both rooms were not cleaned by house keepers. Beds were not made and trash were not cleaned up. I talked to one of the nearby house keepers and ask how I can get this cleaned. He told me I need to go back to Guest Service. Another waiting in line for 15 minutes. I explained the situation and the guest contacted house keeping service and told us that it would be another 30 minutes. We finally had our rooms at around 6:00 pm. Checking in should never took this long especially I dud the pre-checking in with all of our information entered. There is no communication between the front desk and house keeping service. In addition, VIP service and the resort people at the front desk don’t communicate either. Every time there is a problem, instead of trying to help the customer, they try to pawn it off to another department. After all the fiascos, they gave me Diamond Club Access. This is a joke. The club offers very minimal additional benefits compared to the full Diamond Club members. To reserve a restaurant is like pulling teeth. We went to a restaurant on the resort and was told that we need a reservation. We asked the person to help us with the reservation and he said we need to do this via an App or a butler. You get a butler if you are a Diamond Club member. You would think having Diamond Club access would allow you to have someone at this club to help you with the reservation. Nope. No luck so I head to Guest Service to have then help me with making the reservation via the App. I downloaded and installed the Royalton app. After entering the required data, the app came back with a failed error message. The guest service person told me I need to see the front desk service to have this fixed. I went there and I was the next person in line. After 30 minutes, I decided that this was not worth my time and left. I also found out that you can only naked a reservation for the people staying in the same room. If you have multiple rooms, you need separate reservations. This is beyond being ridiculous. You go to a not-fully populated restaurant and cannot get in. The system at Royalton is totally messed up. It’s almost like they don’t want you to go there or indirect steer you to pay for the Diamond Club level to get the full access easily. My son ordered a hamburger with room service. It took 3 hours and 10 phone calls to have it delivered. Every time I asked for the person in charge, I got either that person was not around or sent me to a person that has no authority. The escalator going down from the main lobby has been broken for the entire time I was there. I am not sure when this would be fixed. There are many other things that are not great but I want to stop here and hopefully the readers get the message. Unless Royalton changed the management, I would NOT recommend this resort.

  Jun 22, 2025
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  Royalton Hideaway Diamond Club Vacation

  We stayed in the hideaway. Beautiful swim out room. Excellent room service and took care of our every need. We did have Diamond Club status and our butlers Alberto and Rodrigo were superb. They booked our dinner reservations and handled any of our needs. Claudia who was a Travel Smart Representative even recommended a sunscreen for me as I have sun sensitivity. Not only did she recommend it, she stopped at the pharmacy to buy me it. What a 5+ star resort with excellent customer service.

  Jun 21, 2025
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  Horrible guest checkin experience

  Save your money and don’t stay here, had horrible customer service experience with Giovanni at guest checkin, this guy has no customer service skills whatsoever, tried giving us a standard room Evan though we booked an ocean view room with wrap around deck,kept telling us to comeback and check later, when we complained and showed him our reservation confirmation, he said we were making a scene and pressuring him and that was making him nervous and he threatened to call security and have us removed! Finally spoke to a manager who somehow was miraculously able to get us our room that we had booked with no delay. What a way to start of your vacation!

  Jun 20, 2025
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  Upgrade to Diamond Club for Cesar and Valeria

  We recently stayed at the Royalton Riviera Cancun An Autograph Collection reaort and casino with family and friends and had a good vacation overall. The highlight of our trip was without a doubt the exceptional service we received through the Diamond Club. Having access to two incredible butlers, Cesar and Valeria, truly elevated our experience. Cesar and Valeria were absolutely amazing! They were friendly, professional, and incredibly attentive to our needs throughout the stay. Whether it was helping us with restaurant reservations or just checking in to make sure we were comfortable, they went above and beyond to ensure everything was perfect. Their warm personalities and attention to detail made us feel genuinely cared for and added a personal touch that made our vacation even more memorable. If you're considering this resort, we highly recommend upgrading to the Diamond Club—Cesar and Valeria made it well worth it!

  Jun 20, 2025
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  Excellent stay

  We recently stayed at the Royalton Riviera Cancun for a 10 night vacation and had a great time. The rooms are comfortable and clean. The restaurants we visited (Buffet, Hunter’s Steakhouse, Armadillo TexMex, Agave Mexican) all served great food, albeit the buffet could get a little repetitive despite the variety it offered. The bars served a decent variety of drinks with most of them using named spirits. Our favourite was the lobby bar in the evenings, Rogelin and Agustin specifically provided superb service and always made us feel welcome. The gym was by far the best hotel gym I’ve ever seen. Most people would pretty much be able to continue whatever training they do at home whether it’s bodybuilding or crossfit focussed if you would want to. There were a few negatives. For example, with room service being included a lot of used plates just get left in the corridors (however they are usually picked up pretty swiftly). It can get pretty loud around the main pool during the day with shouting and screaming but there are plenty areas to go to that still allow you to relax. I can’t comment on the Hideaway or Diamond Club as we stayed in the standard side of the hotel. However, we saw a lot of people who came over the standard side citing less than ideal service (almost mandatory tipping) and very rowdy behaviour in the hideaway during the day. But that is second hand information so do with that as you will. Overall lovely holiday and we would probably return. I’ll definitely miss Rogelin’s whiskey sours in the evening!

  Jun 20, 2025