Royalton CHIC Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8798 reviews

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  Beautiful getaway

  The hotel is pretty good. Everything was so perfect. Marisol and Arturo (our butlers) made everything so easy. The food was very good, services was excellent. The hotel location is also perfect, everything is walkable distance. I recommend the hotel.

  Dec 09, 2025
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  too loud, poor customer service

  The " Sunset View" rooms are facing the street and have No View Just noise either from some loud Entertainment or the cars passing by. The fully tatooed Guy at the reception was lying about the availabilty of an Upgrade to the Seaside. AS a Marriott Bonyoy Platinum member dont ecpect any benefits AS they dont eben want to give you a tiny Upgrade ( worth 20 $) Check in took ages. I checked Out the Same day as it was too loud and customer service IS poor If you enjoy loud , drunk people and a noisy Environment this is your Cup of teA

  Dec 08, 2025
• 

  Thank you for an unforgettable trip

  I stayed at the Royalton for 7 days to celebrate my boyfriend’s 30th birthday, and I’m so glad we chose this hotel. We were fortunate enough to stay as part of the Diamond Club, and I honestly can’t say enough good things about the staff and the overall experience. Firstly, Samara… thank you. Not only for looking after us so well, but for simply being one of the sweetest people we’ve ever met. Your professionalism, warmth and genuine friendliness made us feel truly welcomed. By the end of the trip it felt like we’d made a friend, and we can’t wait to show you around London one day! All of the staff at the Royalton were sensational and played such a big part in making our trip unforgettable. The extra touches to help celebrate my boyfriend’s birthday were thoughtful and very much appreciated. There was also so much to keep us entertained—from themed nights to parties—so there was never a dull moment. In terms of facilities, the hotel is beautiful, modern and well maintained, but there are a few areas that could be improved to make the experience even better. The lifts, for example, could really benefit from an upgrade as they were often slow or not working. It would also be great if premium drinks were available at all bars for Diamond Club guests (especially since we already have the wristbands). Overall, we had a fantastic stay and would absolutely return. The service and atmosphere were exceptional, and the staff truly made our celebration special

  Dec 08, 2025
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  Mediocre unless youre in diamond

  My husband likes to be outside- but in the shade. I like the sun, both using the pool to cool down. Wherever we have visited before, this has nt been problem as its fairly easy to find parasols/palm trees and sun loungers. However, not here. During our first week, we struggled to find any sunbeds- let alone some we could compromise with, apart from 1 day. On another day- we thought we had found success again, only to be moved an hour later as the beds apparently belonged to a 'private cabana' (there was no notice of this and these have to be paid extra for), we duly moved our belongings but by that point there were no other beds available. To make matters worse, no one used the cabana for the rest of that day and several times afterwards we saw the same beds being used by others- yet the cabana obviously wasnt. In the main buffet, the food wasnt hot for dinner so we often ordered the free room service and we became increasingly annoyed that of the 5 available lifts for guests-at least one sometimes 2 or 3 didnt work. Or, would skip our floor entirely. There were no stairs to use so it felt like sometimes we were waiting up to 20 minutes to go downstairs in an airless lift. By day 8, we had enough and complained. The lady on Guest Service was very apologetic and we were offered a few appeasement gifts. At this point we decided to pay the extra for Diamond Club for the rest of our 2nd week. From here, everything changed. I cannot express enough the difference between the Diamond Club area and the standard area. Our butlers, Samara and Estaban were excellent. We had tried several times to book the Steak House- only succeeding once. Yet with Diamond Club our butlers managed it immediately every time we requested thereafter. Every day they checked in and had a chat to make sure we didnt need or want anything. They were genuinely nice people always ready with a smile and a laugh. The Diamond Club area has a lovely pool -steps away from the beds and its own beach area with constant waiter service should you want. After our complaint, we did notice quite a few sun loungers being taken to the other pool area- although I doubt it was enough. So at least our complaints were listened too. We had an ocean room on floor 8. And were asked if we d like to move up a floor when we paid the extra- however this seemed pointless. We did have to chase for some of our 'extras' that Diamond Club are entitled too. The room-On arrival, the room had a definite wow factor. Its only after a day that you realise the furniture is terribly scratched and scuffed. The curtains were an effort to close fully and the bug screen was broken. The balcony door was very hard to close and open but this was quickly dealt with by maintenance. Several times we smelt weed and people were openly vaping everywhere....considering both are illegal, staff did nothing to deter this.. Although eventually we did complain about the weed smell to Samara who sent security out. All in all. The beautiful beach, view and the hard workers make this hotel. I dont think that to reach 5* hotel- you should have to pay above the cost already laid out. Which, unfortunately, was expected.

  Dec 08, 2025
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  Fantastic

  Butler service was excellent rooms were clean and well equipped. Diamond club service exceptional. Drinks at diamond was top tier Maybe you could have more entertainment in the evening

  Dec 08, 2025