Royalton CHIC Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8085 reviews

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  Sandra (our butler) was great

  Amazing place, great food and fun activities. We had the Diamond service and Sandra (our butler) was fabulous and very helpful, she made sure she covered all our needs. Thank you Sandra

  Jul 08, 2025
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  The good, the bad, and the ugly.

  Pros: the food was excellent, especially the dinners we had at Hunter (steakhouse), Sky (seafood) and Vespa (Italian); breakfast at La Hacienda was also pretty good. The buffet (available for breakfast and lunch) was also pretty good but the dress code therein was either nonexistent or not enforced. The service (in the hotel in general, and the restaurants in particular) was also flawless, and our Diamond Club "butlers" (Samara and Iran) were knowledgeable, responsive, and helpful. The service provided by Nexus Tours for the transfers between the hotel and the hotel was also excellent. Cons: the overall atmosphere in the common areas (buffet restaurants, poolside, lobby) was pretty raunchy and noisy; drunk people were rude to the hotel staff; in addition to the absence of a dress code in the buffet restaurants, people were openly smoking (cigarettes, hookah) in the poolside area. The room was comfortable and clean but it shows some age, and we were surprised to learn that the hotel only opened in 2019 (?). Not all the items listed as Diamond Club benefits in the hotel's website were available or fulfilled, including "Welcome bottle of sparkling wine on the house uncorked by your butler" and "Complimentary in-suite bottle of wine and basket of fruits upon arrival." Do they really think that an "Enhanced minibar" entails four cans of soda, two bottles of water, two beers, and two bags of chips? When we asked about such discrepancies, we were told that the hotel's website "has not been updated to reflect that some Diamond Club benefits require a minimum (7-day) stay". Well, not updating their own website is their problem and they should honor what is advertised. Summary: the very good food and excellent service are offset by the hotel's poor overall atmosphere, uncouth behavior of many guests, and some unmet expectations for Diamond Club visitors.

  Jul 08, 2025
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  Overrated

  We booked Luxury Junior Diamond Club Suite, Oceanfront. First, it is rated as 5-star hotel. The living quarters are--at best--3 star. The building is old, hallways are dark, and the rooms are dull. Second, Diamond Club is a hoax. The website claims that the Diamond Club provides "Access to the private Diamond Club Lounge, a haven of elegance." They do have a tiny room tucked in an office area that looks more like a staff breakroom than a lounge. The website claims that the lounge has "Curated collection of top tier spirits." You will be lucky to find two brands of whisky! The website claims "private and upscale breakfast experience at a designated exclusive restaurant venue." No such thing exists! Stand in line like everyone else and sit wherever you can find a place. Website claims "Welcome bottle of sparkling wine on the house uncorked by your butler." You will be lucky if they offer a bottle of water! Website claims "Complimentary in-suite bottle of wine and basket of fruits upon arrival." Are you kidding! Website claims "Complimentary beach bag and slippers for your to take home as a special gift." Where was that--I am still wondering! Website claims "Spend your nights celebrating under the stars at the exclusive Level 18 – Rooftop Cabana Lounge (additional cost for food and alcoholic drinks for non-Diamond Club)." This was one of the reasons I became a Diamond Club Member but they did everything to discourage me to go there. They told me they only offer local brands of liquor in that Lounge. The website claims "exclusive private pool and beach area for Diamond Club guests. I have to give this to them. They did have that but it was a small area on the side. The pool and the beach area for non-members was much larger and full of life. Website claims "Personalized butler service for exceptional continuous service." That got to be a joke! The guy came once and disappeared. He booked a reservation for us at a restaurant which we could have done ourselves. We didn't like the restaurants so we tried to go to another one but none was available. So we ended up at the buffet--which was pretty unappealing. We stayed two days and ended up having to eat at the buffet because retaurants were completely booked. So much for catering to the Diamond Club members! Our check-in experience was a disaster. The moment we got off the taxi, a bellboy showed us the way to a dark back office instead of the reception desk. Right from the beginning, it looked shady and gave the impression they are going to sell us something we didn't want. Thought we would be greeted with wine! No no no. No water either! I have been a Marriott Bonvoy member for over 20 years. In making reservation, I trusted the Merriott seal--especially "Autograph Collection". Needless to say, Marriott disappointed as much as the property. Not what I would have expected from Marriott. Certainly made my trip to Cancun worth forgetting.

  Jul 08, 2025
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  The best hotel!!

  We had the absolute best time at the Royalton CHIC! The activities were amazing every day, the Vibe team made sure we all had an amazing stay - especially Alexander! He made our stay absolutely brilliant the entire time. All the staff were so friendly and enthusiastic - the bar tenders and serving staff were excellent. I couldn’t recommend this place anymore!!

  Jul 08, 2025
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  Diamond club is the best and so are Christian and Efraim Bar Tenders

  This was a great wedding anniversary trip. The hotel is just like I remembered from 2021 with a few changes. The best restaurants we visited were the Asian and seafood. The steakhouse was amazing in 2021 but the service was not so great last week. The Diamond club bar was the best ever. Christian and Efriam took care of us the entire time. We greeted them each day at 10 am at the pool bar when it opened 😂😂😂They made the best Dirty Martinis. Thanks to Cesar and Esteban for getting my olives when the bar was out. The butlers made reservations for my 30 th anniversary at Rosenegra!! What a treat. Thanks to all for a great stay and to Top it off we saw our previous butler Axel, who is now working for corporate bc he’s a superstar!!! Can’t wait to visit again. I’ve already booked a trip for a friend and her husband in December. Please fix the steakhouse so they can enjoy the same wonderful service I enjoyed the first time.

  Jul 08, 2025