Royalton Hideaway Riviera Cancun, An Autograph Collection All-Inclusive Resort - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

148 reviews

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  Beautiful resort running by very kind people

  Excellent hotel . Very friendly and professional staff, food is excellent specially Caribbean Restaurant and Grill where our family had the best experience thanks to all the staff including the restaurant manager who was very knowledgeable and friendly

  Jan 05, 2026
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  Not so great

  1. It appeared that we could make dinner reservations from the app but that was not the case. We reached out prior to our visit and were told that we couldn’t make a dinner reservation until we had a room number. We checked into our on Saturday and we still couldn’t get a reservation. My husband had to STAND IN LINE for 1 ½ hours on Sunday to get a dinner reservation for Sunday night and Monday night. He then had to stand in line for another 1 ½ hours on Monday to get dinner reservations for the remainder of our trip. This is ridiculous. And we were lied to about getting reservations AFTER we got our room number on the app. I had a few people at the pool ask me about the situation and one young man who was so disappointed because they had to eat at the buffet every night because they couldn’t get reservations anywhere. 2. The bellman told us that our amenities in the room would be restocked every day. The only restocking that was done was replacing water. Nothing else was touched even though the bellman told us everything would be restocked. 3. To get lunch was another effort in futility as you had to stand and stand and wait and wait in line which, again, was ridiculous. You know how many people are checking in and out, you need more options. 4. In addition to needing more options, there is only one place to get coffee and that line was, at a minimum, was 30 minutes every morning. 5. Our final meal was at Agave, which we were really looking forward to. Our reservations were at 6:00 p.m. We were there on time and seated at our table. At 6:10 p.m. someone took our order. Appetizers arrived pretty quickly, I would say by 6:25. At 7:20 we still had not received our meal, once again, totally not acceptable.

  Jan 05, 2026
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  Bit of disappointment

  We are here now. Lack of sunbeds. Beds empty for 7 hours with towels on them and not being used or items being remived feom them. (SO MUCH FOR NOT RESERVING THEM). APP for booking rwstaurants not good as can never get reservatiin. We had Kieran 1 of hotel workers help with some bookings. Whirring noise coming from somewhere next door maybe the fan. Horrible view from balcony some big factory building put us off sitting outside. Still got 6 days left hopefully will get better

  Jan 05, 2026
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  Remarkably underwhelming and unwelcoming

  ⭐️⭐️½☆☆ Review of Royalton Saint Lucia Summary (for quick readers) Beautiful location and modern facilities, but persistent service failures, poor food quality, weak Diamond Club value, and serious safety concerns make this a 2½-star experience overall. ⸻ Context (Why this review is reliable) This review is not based on a single stay or a single opinion. In addition to my own experience, I discussed the stay with two independent groups of guests from the United States and Canada, totaling approximately 60 people, as well as local residents familiar with the resort. Across all sources, feedback was remarkably consistent, indicating systemic issues rather than isolated incidents. ⸻ Overall Rating ⭐️⭐️½☆☆ Pricing: 5-star Facilities: 4-star Food: 2-star Service & Safety: 1-star ⸻ 📍 Location & Setting — 4/5 • Private cove with clean, clear water • Scenic surroundings and low humidity • Quiet and visually impressive The location is the resort’s strongest feature. ⸻ 🏨 Facilities & Design — 4/5 • Modern architecture • Clean rooms • Good layout Visually, the resort meets expectations. ⸻ 🍽 Food & Dining — 2/5 • Buffet food was consistently poor, with limited variety and weak execution • Only a few items (barbecue chicken, coleslaw) were acceptable • À la carte restaurants (steakhouse, Tex-Mex) were slightly better, but still underwhelming Dining felt functional, not enjoyable. ⸻ 💎 Diamond Club — 1/5 (Not Worth the Upgrade) • Butler provided no real advantage • Only one restaurant reservation secured over a 9-day stay • Butler used the same booking system as guests • Private Diamond Club beach exists, but: • Food must be ordered through the butler • Average wait time ~2 hours This felt like repackaged access, not premium service. ⸻ 🔐 Security & Safety — 1/5 (Serious Concerns) • Thefts reported from beach cabanas • Open drug sales observed on the beach • Jet Ski rental ran out of fuel in open water due to lack of equipment checks • 2:00 AM fire alarm evacuation with: • No visible management presence • Non-functional room phones (guests had to use cell phones) • Elevators frequently out of service, requiring walks to the 5th floor These issues materially affected guest safety and confidence. ⸻ 🧑‍💼 Service & Hospitality — 1/5 Consistently indifferent service across departments. • Minimal engagement • Requests treated as inconveniences • Lack of accountability This was echoed by nearly all guests spoken with. ⸻ 💰 Value for Money Given pricing and branding, expectations were high. Unfortunately, service, food, safety, and Diamond Club value do not justify the cost. ⸻ Final Verdict ⭐️⭐️½☆☆ A resort with strong physical assets but weak execution, poor service culture, and concerning safety lapses. With meaningful leadership and operational changes, this property could improve—but at present, it does not meet its advertised standard

  Jan 04, 2026
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  Definitely Lacks Service

  Having been a long-time Prime member and a repeat traveler to Royalton resorts, I was genuinely excited about staying at the Royalton Riviera Cancun. Unfortunately, from start to finish, this trip was an absolute disappointment. Upon arrival, we were forced to wait four and a half hours for our room, with little communication or apology from staff. After such a long journey, this immediately set a negative tone. When we finally accessed our room, it became clear that none of the Diamond Club amenities we paid for were provided. One of the most frustrating aspects of this stay was the complete absence of butler service. The butlers were essentially missing in action. Requests went unanswered, messages were ignored, and there was no proactive check-in at any point during our stay. The Diamond Club experience is supposed to elevate your vacation — instead, it felt nonexistent. We ended up handling everything ourselves, which defeats the entire purpose of paying for premium service. I’ve seen many reviews claiming the food is “fantastic,” but I genuinely question what standard they are using. The food quality was inconsistent at best — often lukewarm, poorly seasoned, and lacking variety. Reservations were difficult to secure, and when we did manage to dine at specialty restaurants, the experience did not justify the hype. Service in the restaurants was slow and inattentive, further diminishing the experience. Overall, the service across the resort felt disorganized, understaffed, and indifferent. For a property that markets itself as luxury and charges accordingly, the level of service was far below expectations. As someone who has stayed at Royalton properties before, this was by far vastly different from past locales. This resort may look beautiful, but without proper service and follow-up it’s for nothing.

  Jan 04, 2026