Royalton CHIC Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8624 reviews

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  Birthday Celebration- trip of a lifetime

  I love everything about this Hotel . My room was decorated for my birthday and Samara my Butler was phenomenal. Nice view

  Oct 28, 2025
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  Excellent Staff at Elements Buffet Restaurant

  This is our second time at this resort within the past seven months. We were there in March 2025 and again in October. We came back not necessarily for the resort itself but because of the excellent and wonderful staff at Elements Restaurant who made our stay welcoming and memorable the first time around so we thought we’d pay them a visit once more. We were booked at this resort from Oct 9 - 21, 2025 and apart from dining once at Hunter’s steakhouse and once at Vespa, all our meals were had at the buffet restaurant where the selection, option, and freshness of the food far exceeded the specialty restaurants. The entire team at Elements restaurant was warm, welcoming, and made us feel like valued friends. Señor Dorantes in particular stood out with his exemplary service ensuring our needs were met with a radiant smile. Veronica, Nelson, Morley, Edgar, Tonantzi, and Chef Angel also deserve special recognition for their phenomenal service throughout our stay. This resort’s prime location and proximity to the beach are undeniable strengths but of course no resort comes without any disadvantage. Our experience at the Royalton Chic Cancun highlights the profound impact of exceptional service specifically at Elements Buffet Restaurant which can transform a pleasant stay into an extraordinary one. What an amazing group of kind, generous and caring team! Maria and Ron K

  Oct 27, 2025
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  It's a NO for me...

  I recently stayed at Royalton Chic Cancun, and it was one of the most frustrating and disappointing resort experiences I’ve ever had. I even booked directly through their official website to avoid third-party fees and ensure my reservation was handled properly, big mistake. When I booked, I selected and confirmed a room with two beds, and the lady who checked me in confirmed again that my reservation was for two beds. After waiting over four hours to finally get our room, granted we did get there a bit earlier than check in time, we walked in to find only one bed, this was already in addition to the room keys not even working. I had to go back downstairs to get assistance, and when a staff member came upstairs to help, she had a terrible attitude and said the keypad was broken and maintenance would need to be sent. No apology, no urgency. So, after finding out my room only had one bed, I went back to customer service AGAIN, this time I was told that apparently “everything is just a request.” The manager even said that what I had selected was, “a request for two beds,” not that I was actually booked for them — even though I chose and paid for a two-bed room on their website. Because of this “mix-up,” they ended up giving us a handicap-accessible room, which had a very low shower and clearly wasn’t what we booked or prepared for us. The frustration didn’t stop there. The first issue started right after booking, my payment didn’t even process correctly on their end. Even though I had a confirmation number, they claimed they didn’t have a valid booking and made me repay upon arrival because apparently payment isn't processed at the time you book. Which is completely odd. We also had major issues with the transportation company the resort partners with, Nexus. It was unreliable. We had our airport pickup and drop-off booked, paid for, and confirmed through the app, and were told to be ready at 7:45 AM the day of drop off. My mom, another guest, and I were all waiting in the lobby from 7:30 AM , but no one ever showed up. After 45 minutes of waiting, the busboy came to tell us to go check with the Nexus people next to the gift shop. After about 10 minutes of the attendant there looking up what happened, he told me the driver marked us as “no-shows,” which was absolutely false — we were standing there the entire time, checked in with the bellboy right after check out and everything. The bellboy even confirmed that no one ever came to ask for our names or verify passengers. They simply left. I was then told by the third-party counter, there was nothing they could do because my “three-hour pickup window” for the flight had passed. In the end, I had to pay out of pocket for an UBER, and I was advised by the attendant that the drivers "sometimes do that because they don't want to pick up from here", I fully intend to dispute that charge with my credit card because there’s no way I should have had to pay twice for transportation that never arrived. The problems didn’t stop with check-out day. The day before, we had an excursion, and the new room’s keys stopped working again. I went downstairs an hour before we had to leave to report it, and the front desk said they would send security immediately. After 30 minutes of waiting in the hallway, no one came. My mom went back down to ask again — still nothing. Finally, I messaged through the app, and a couple minutes later, security finally arrived and told us he didn’t even receive the ticket until 8:15AM, even though we had to be downstairs at 8:30AM for our excursion and we had reported the issue almost an hour before. The only positive experiences during this trip were the gym, the food servers, and housekeeping. The trainer, Esteban, was amazing — kind, professional, and attentive. The housekeeping and food server staff were also excellent and respectful. But aside from that, this trip felt like nothing but hassle after hassle. Ended up being more stressful than relaxing. The location was great and the food at the buffet was the best option from all the restaurants we tried, we went to the Italian spot, the steakhouse (stay away from this), and Asian restaurant (next best one). For the money we paid, this resort was an absolute disappointment, poor customer service from the check-in counters and management there, unreliable transportation, disorganization, and zero accountability from managers. I would never recommend this place to anyone, and I definitely won’t be returning. Save your money and stay somewhere that actually values its guests.

  Oct 27, 2025
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  1-Star - Stay Away!

  Staff are great, but that’s where it ends. Restaurant reservations are a nightmare, buffet is the same every day, and the beach is swarmed with nonstop solicitors. Marriott is really struggling here—save your money and avoid the disappointment.

  Oct 27, 2025
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  Stay

  Vibes were amazing had lots of fun with my friends Jesus, Alexander. Eferim, and Luis were all amazing to us and took great care of us .

  Oct 27, 2025