Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
21498 reviews
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Mar 13, 2025Worst Cancun experience ever!
Save your money! Go to any other resort in Cancun. The staff that was friendly was super friendly and nice. Most the staff had an argumentative additude and just so happened to be the people at customer service. We booked a 2 bed room for the 4 of us and were given 1 king bed. Were told you are NOT guaranteed the room you choose at the time of booking. Was given a credit for $600 spa and spa told us we could redeem it at checkout and we’d only owe the remaining $150, and as we were leaving to go back to the states, Francesca at the front desk told us we needed to get a coupon to redeem our credit at customer service. Then customer service told us we do it at checkout. Then checkout told us customer service then customer service said everyone with the coupons is busy and we’d have to come back later but we had to catch our flight. Basically nobody communicates and pawns it off on someone else. Even though we had the coupon for the amount off the spa, and spa gave us a receipt showing our remaining balance of $150, they made us pay full price, $800. So basically spa credit is a scam. Save ALL receipts or just book another hotel. The pools were ok, swim up bar staff was rude and slow. Food was mediocre. Please consider staying some place else
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Mar 12, 2025First & Last time at Royalton Resort Chain
We have been to Mexico 15 times over the years. This is the worst experience we have ever encountered from a 5 star resort. Arrival: We arrived at the resort by shuttle at 3:00PM. Were shuttled into the check-in area. Checked in and was told we had to scan a code to book restaurants. Put the wrist bands on and then I had to ask how we get to our room. Was told to see the bellman. Went to find them and he walked with us a few feet and pointed down a hallway and said if you walk down to the end of the hall your room is down there. **NEVER HAD THIS HAPPEN BEFORE**. Then we get to our room and the wrist bands that have the opener for the door in them don't work. So back I went to get this resolved. So just getting into our room was almost 40 minutes. Room: This resort is a little worn. All the amenities that you need provided. The bed was hard. Had water for brushing our teeth only 1 day. The maid took the bottles but did not replace it ever. It did have a fridge that was stocked daily so that was a plus. Pools: There are a number of pools at this resort that are for everyone and some for the Diamond Club if you want to upgrade to that section of the resort. If you were not up and out before 7 you did not get an umbrella as they were few and far between in the normal section of the resort. Towels were hardly ever laid out. You had to go into the little room and dig out your own. No one was ever around there all week. Bar Service: This was the most pathetic thing at this resort. There was only 1 person working an entire section all week so very hard to get a drink. You'd think that if you tipped them well they would come back....Nope!! Had to spend most of our time standing in line at the bar to get a drink. Sometimes it was faster to go back up to your room and get the beer from the fridge. There were several times where they had no glasses and had to run around the resort to collect and then "Wash" if you can call it that, them quickly so that they could get drinks for people. Food: This is by far the worst food I have ever had in Mexico. Buffet: It did have something for everyone but it was most often cold. Even the pasta bar was not good and that is hard to screw up. I will say the burger at lunch was pretty good but it was a bit of a wait to get your turn as it was by far the most popular spot. Italian: This was by far the most disappointing of all the restaurants. We actually got up and went to the buffet as this food was inedible. We had the Osobouko flavor was way off. I again tried the Penne with Bolonaise. It had no flavor and was watery. I did hear that some people thought the pizza was good though but did not try it from there. Mexican: You would think this would be the best food on the resort. Nope. I had shrimp tacos. It was little canned shrimp in a taco with a bit of cheese. My husband had the Fajitas and they were ok only. Steak: This was bar far the best meal we had all week. It was not Canadian beef but it was at least edible. So tried to book this a second time but could not get in. Did not try to Carribean. Staff: In general they were not on their game as far as customer service. Many times we were seated at a restaurant and took forever even to get water. They were working hard at trying to keep an older resort as best as they could. I will give them that. On the day before we were leaving we were told that this resort was bought by the Marriott group. So I don't know if they stripped the staff down to bare minimum or if the staff were just not happy but was not the best experience we have received in our previous visits for sure. If I were you I would spend my money elsewhere as there are way better resorts to choose from. Pools - 4* Food - 1* Cleanliness - 4* Overall Experience - 3* at best Entertainment - 3 - 4* depending on your tastes
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Mar 12, 2025Good Resort with great staff
Stayed in the Diamond club swim out room Jan. 9th-16th. Rooms: rooms are great the swim out rooms are nice but recommend trying to book one closer to the beach in Building 6 we were in building 3 so your view is blocked by one of the restaurants. Rooms were very clean towels always fresh and mini bar well stocked. Food: As good as I have had at any AI ate at all but one of the available restaurants. Highly recommended the Hibachi experience as well as the culinary experience Tips: bring US $ or Pesos the staff here work very hard to cater to every guest $1/2 drink and $5-$10 for meals. Diamond Club: the best part of upgrading to Diamond Club is the butler service. If you are travelling with just adults I would recommend upgrading to Adults Only side as there is a nice private lounge with higher end liquors. Butler: best part of the trip ask to have Alonso as your butler he will not disappoint you. He is very attentive and does what he can to make your stay memorable . Beach: beach is nice some seaweed but they try to clean it up early in the AM Pools: the chair game is similar to any other AI the only negative was the week we were there there was a mother/daughter that kept stealing peoples belongings. Almost everyone in the resort knew about them including the staff yet they were allowed to continue to stay, Really was the only negative part of our stay. The only other issue with Pools was they were cold. Overall: great stay would recommend
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Mar 11, 2025
Diamond club check in is a joke.
We arrived at the resort around noon. After checking our bags with the bellboy, Hilda led us to the diamond club lounge to check in. The check in process was terrible. Hilda sat with us while we waited and showed us a map and where everything was located. She even got a coloring book and crayons for my son while we waited. After about 2 hours, they finally called us up to the desk to give us bracelets and tell us our room won’t be ready until 3. Which is understandable since check in isn’t until 3pm. I asked what our room number was because I had preselected a specific room and paid $116 on the Royalton app prior to our trip. She told me there was no room number but that the room we had selected was not available. She told us we were in building 3 on the 3rd floor instead of the room I had selected in building 6 on the 4th floor with a rooftop jacuzzi. We had lunch, and returned to the DC lounge a little before 3 to see if our room was ready. They informed us we could move the next day to another room in building 6, similar to the one we had purchased but, we had to gather our stuff check it with the bellboy at 11 because our room wouldn’t be ready until 3. 4 hours without a room and having a 14 month old was not going to work. I was pretty upset. Eventually another worker came over and told us we could stay in the room until the other room was ready. Today we checked to make sure we were able to move to the other room and they informed us we couldn’t move until tomorrow. I guess we will see tomorrow if we actually get our correct room. Besides not being able to get the room we paid for, and getting the run around the last 2 days, everything and everyone else has been amazing. Wait staff, bartenders, concierge. Everyone is so helpful, friendly and hardworking.
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Mar 11, 2025
Royalton Cancun
Rooms were comfy. Fully stocked fridge and snacks. Rooms were cleaned daily and towels restocked. Around the clock room service. Dining options were good. Wonderful and friendly staff. We had Nora and Cesar as our butlers. They were excellent and available whenever we needed them.