Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

43 reviews

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  Royalton

  The customer service experience was excellent. Everyone has been really nice and nice. The hotel is really nice, the pools are awesome and the beach is really nice. The rooms need more maintenance- some doors are not working properly

  Dec 13, 2025
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  Lovely getaway!

  Royalton “Hideaway” Riviera Cancun is a beautiful resort. If you want a relaxing adults only vacation this is the place. It had calm days and fun nights with live shows and a nightclub. Lovely grounds, beautiful pools. The staff is so attentive and friendly. The food was delicious. Every restaurant wait staff was so courteous. We were Diamond Club and our butlers LuisO and Jocelyn were the best - better than the rest!!! 😊They were always in touch and made all of our dinner reservations and made sure our room was serviced. They escorted us to dinner and to the spa (which was awesome, as well). LuisO and Jocelyn checked on us throughout the day. Whatever special request we made was fulfilled. They made our anniversary trip extra special. The only improvement that was needed for our stay was the rooftop jacuzzi jets barely functioned. This was the first week opening after they were closed for renovations so perhaps that is why the rooftop jacuzzi jets were weak. 🤷 It was relaxing and nice to have a private rooftop escape but could use more power on the jacuzzi. We had a nice jacuzzi tub in the room so that was an added plus!! The double-head shower was nice.

  Dec 13, 2025
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  Our first trip to Cancun!

  Royalton Hideaway was amazing! I recommend adding the Diamond Club. Our butlers, Benny and David were the best! It's great to not have to worry about your dinner reservations! They had our bubble bath waiting after we returned from dinner. We had an amazing time! We will be back next year!

  Dec 13, 2025
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  RUN

  Overall Experience The only consistently positive aspect of our stay was the Vibe Team. Jorge, Luis, and Lucero were especially great and genuinely tried to make the experience enjoyable. They offered many activities and did their best to keep guests engaged and having a good time. Unfortunately, beyond their efforts, the resort was extremely disappointing and clearly not ready to be open. With roughly 300 of an estimated 1,000 guests present, the staff and facilities could not handle even partial capacity—at full capacity, it would be completely unmanageable. Renovations & Safety Issues The property had reportedly been closed for three months for renovations, yet construction was still actively happening during our stay (caulking, pools being renovated, elevators down, escalators frequently out of service). Water puddled throughout common areas, causing us to slip and fall twice. Room Conditions & Cleanliness Our room was dusty upon arrival. The A/C was essentially nonexistent, the balcony smelled strongly of trash, and cups in the room were never replaced. The sliding tub door did not work, and the in-room jacuzzi only fit one person and had black residue coming out of it. The bathroom and shower had no doors—something we later learned is not consistent across all room types. Additionally, the room phone did not work, even though confirmation via phone call is required for room service. There were also several cockroaches in common areas and one in our room, which was extremely concerning. Amenities Not Functioning ATMs were nonexistent. Hot tubs did not work, and the swim-up bar pool was ice cold. WiFi experienced frequent outages. There was no drinking water available in the lobby after hours despite it remaining open; staff told us, “there is water in your room.” Food & Beverage Issues Food service was extremely slow, with restaurant orders taking 2–3 hours. On one occasion, after waiting over three hours for room service we ordered, our food order was removed from the app entirely. We were told “you must’ve left the room because they knocked.” Housekeeping knocks aggressively at 8am, yet room service could not knock or follow up at 2am when we were waiting for our food. There were four of us in the room the entire time and nobody ever came. Service & Staff Staff appeared untrained and disorganized. Several times, we were the only guests in line while 20+ employees stood around, repeatedly directing us from one place to another before ultimately telling us to come back later. Housekeeping continuously knocked at 8am despite stated hours of 9am–5pm and our “Do Not Disturb” sign being displayed. We were repeatedly pressured to leave reviews and take photos throughout our stay. We also waited over an hour for change at the main lobby so we could tip, only to never receive it. App & Communication Failures The in-app chat function did not work properly, and when it finally did, no one responded—even though the app stated responses would be provided within five minutes. Billing & Management Concerns When booking, the terms stated we would be charged two days prior to arrival, which did not happen. After calling, we were told we would be charged at the hotel—directly contradicting the written terms. Following a particularly bad room service experience, we requested compensation. The manager asked how much we paid and questioned whether that “one hiccup” warranted compensation, then told us to return the next morning and said someone would reach out. No one ever contacted us. Checkout Experience At checkout, we were pressured to complete a review while actively trying to leave and make the most of our remaining time at the resort. Final Thoughts While the Vibe Team truly tried their best, this resort is not ready to operate. Between safety hazards, cleanliness issues, broken amenities, poor service, and lack of accountability, this was one of the most frustrating hotel experiences we’ve had.

  Dec 13, 2025
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  Amazing staff, food and very clean

  Antonio and pedro made our vacantion so much better service a++++++++ Some hickup due to opening but staff amazing food amazing!!!

  Dec 12, 2025