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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1651 reviews

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  Their own website is a scam

  Their website is completely scam. I book with them directly on their website for February 2027. I put two adult and children I put the age for my both kids 14 year old. But when I get the confirmation 10 minutes later on both of my kids age was showing 10 and 10 year old. When I called them, they said something is wrong my end. I make the small video clip. And send them by email. I did this recording three different time. Still they are not helping me. And asking a $1500 more to change the age for my children. My reservation number is 9874SH188092. If somebody want to contact me from the hotel to resolve this problem.

  Oct 15, 2026
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  My wonderful 70th birthday.

  I had a wonderful time at the Royalton Riviera. This was my second time staying there. I had enjoyed it so much so I decided to spend my 70th Birthday there. And I also changed things up a bit. I had the swim out last time. So this time I decided to have the Diamond Club , with the Luxury Suite Ocean view Terrace Jacuzzi and I will never come there without getting the diamond club again. My butlers Cesar and Diego were spectacular both of them always checked on me and my son each day and through out the day. Both of them decorated my room for my birthday and also got me a little cake. I really thought that was very nice of both of them. I went Hunters for my birthday dinner the food was wonderful there they also sang happy birthday to me. All of the restaurants were perfect as last time I was there. The remodeling there makes the resort look even better. I really like how they inclosed the bar in glass in the lobby and the late night snacks were good. I will be back there soon. I hope to get the same butlers also.

  Oct 15, 2026
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  Great Staff and Diamond Club Perks, but Food and Marriott Partnership Fell Short

  We stayed here in June as a family of five (four adults and one 15-year-old), booking two Presidential One-Bedroom Suites with Diamond Club access. Overall, the resort is nice, and we enjoyed our week. Still, a few areas—specifically the dining consistency and a highly frustrating post-checkout experience with Marriott—mean we likely won’t return. Even without the Marriott issue, I likely wouldn't return given other options. Service & Diamond Club Our stay was assigned to two butlers, Diego and Gustavo, with Diego handling the majority of our trip. We were very happy with him. The butler service here operates a bit differently than at other luxury resorts—they don’t provide over-the-top hands-on service, but they do an excellent job ensuring your trip runs smoothly without any major issues. Because of a heavy sargassum seaweed presence on the beach, we couldn't spend much time in the ocean. Instead, we spent most of our days at the Diamond Club pool and its adjacent beach bar. The pools were separated in a way that each felt like a different hotel by the time you walked to each of them. The main pools were crowded and a bit chaotic, but the Diamond Club pool was an excellent sanctuary where we never struggled to find seats. The staff at the Diamond Club beach bar were phenomenal—they remembered us instantly, anticipated our drink orders, and always made us feel incredibly welcome. The Rooms We requested rooms in the same building and close together. While we ended up two floors apart and down the hall, it wasn't a major issue. However, the two rooms themselves were completely unequal. One was direct oceanfront—a spacious corner room with an expansive bathroom layout. The other room was noticeably more dated, featured a bit smaller bathroom with a large tub right in the center, and had a view of the diamond pool and side ocean. Both were perfectly clean and acceptable for our stay, but the inconsistency between the same room category was surprising. Dining Consistency Food was unfortunately the weak spot of the resort. While there are plenty of options, the execution was highly disappointing. Ironically, our best meal was at the Indian restaurant, a cuisine we don't typically prefer. The rest of the venues fell short: • The Buffet: The food was rarely served at the proper temperature, and the restaurant itself had a constantly unpleasant odor that made dining there uncomfortable. There were plenty of options, though, and we did end up here most nights after a lackluster restaurant experience. • Armadillo (Tex-Mex): This was our biggest disappointment. Service was incredibly slow (we were there 2 hours) and inattentive; entrees arrived cold, and my specific meal was entirely forgotten, only arriving as we were leaving and was soaked in oil. Many others were leaving before being served. • The Italian Restaurant: This venue lacked standard consistency. Lunch on our first day was amazing, then dinner was passable, and a second lunch attempt was completely terrible. The exact same menu items were prepared differently or were not the same thing each visit. If it stayed close to the first visit, we would have eaten there every day. • The Steakhouse & Hibachi: The steakhouse featured great service and hot food but was nothing special. The Hibachi was incredibly basic with tough but fatty meat. Waited at our table for 40 mins until a chef came over to start, and he provided very little interaction. I assume he was in a hurry to cook for the next table, as we were completely done in 30 mins after he came by. Not enough employees, it seems. Sports bar was nice for the tvs, food was not worth it and service was non existent when we went. Gets busy late at night. Still a nice spot to chill out. Beach and pool snacks were food trucks. Basic fare like burgers, tacos, wings, and nachos. All were very good and a welcome quick bite while lounging poolside. There was another spot (nibbles) that was never open by another pool that would have been nice. The Marriott Bonvoy Disappointment: The biggest downfall happened after checkout and not on the staff since they don’t seem to get correct info from Marriott. As a Marriott property, I booked directly through the official Royalton website and explicitly included my Marriott Bonvoy loyalty number. Both at check-in and checkout, the front desk confirmed I would receive Marriott credit for the stay. A month later, Marriott denied the credit, claiming I booked a "discounted rate" and that booking via the resort's actual website counted as a "third-party booking." This makes absolutely no organizational sense. I booked a non-refundable, prepaid rate where I put all my money on the line—the hotel benefited from guaranteed funds, yet I was penalized without any prior disclosure on the website. Because of this poor customer service and policy loophole, Marriott has officially lost all of our substantial future business.

  Oct 15, 2026
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  Gina and Oscar are the best!!!

  We had an amazing experience! Gina and Oscar took such great care of is! Even our kids noticed how kind and attentive they were. We had a group of 12 with 4 rooms one room had different butlers. Gina and Oscar stepped in and helped them out when they needed it. Huge thank you to Oscar and Gina for making our stay absolutely amazing!!!!

  Oct 15, 2026
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  My experience was poor will stick to resorts in the caribbean they are more welcoming

  The resort itself was impressive but everything thing else was poor from the service the drinks most of the staff service was poor after the third day jus wanted to go home the staff was not welcoming at all

  Oct 14, 2026