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

Customer Ratings & Reviews

TripAdvisor Traveler Rating

69 reviews

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  Dinner was amazing!!!

  My friends and I really enjoyed our trip, we went to the steakhouse and the burger was phenomenal. One of the best burgers we’ve ever had. Highly recommend! Not only that but the staff are very friendly, especially Ricardo who works the steakhouse, he made our experience here one to remember.

  Dec 17, 2025
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  Worst hotel I’ve ever stayed at . STAY AWAY!!!

  This was by far the worst experience my wife, daughter and I have had in our years of traveling together. There was constant issues with our room. We were in three separate rooms all with issues. First room had no AC, then a leak through the potlight onto my daughter’s bed. Second room was a downgraded room that we were told would be the same level (fraction of the size and a view of the lovely maintenance area behind the hotel). Third room had a toilet leak that covered the floor every time you flush, not only is this unsanitary but completely unacceptable for a luxury resort. This room also had 0 hot water. The last room was never fixed so we decided to live with it because we were tired of changing rooms. All of these issues were met with 0 urgency. When an issue was brought to their attention we wouldn’t receive any action for HOURS! There continued to be mix ups, including a double charge on my card that has since been rectified. I am a loyal Marriott customer and this honestly makes me want to never stay at a Marriott property again as well as cancel my Marriott credit card all together. Hoping that you can help with making this right as it seems your post travel agents are not very helpful. See the room they moved us to, looks like a slum. This was equivalent in their eyes. I am currently dealing with customer service and they have mentioned they did everything to accommodate us…. What a joke

  Dec 17, 2025
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  Awesome experience with some drawbacks

  Let me preface this by saying we arrived while they were re opening after their renovation so I am not sure what capacity they were at during our visit in December 2025. The resort even when “busy” didn’t seem overly busy at all. Some entire pools are empty all day. First the good - staff service was for the most part as outstanding as we have come across on our many visits to Mexico. People go out of their way to make eye contact and greet you. I’d like to thank Benny and David the two butlers who were included with the diamond club package. We have had a few preferred packages in the past but these two gentleman who so attentive and communicated so well and assisted us with as much as we ever needed. From reservations to minor things for the room and everything in between. Also a special mention to Luis D who waited on us at the pool most days and we all agreed in our group that he really made the days better and was super helpful and attentive. - Buffett is or has to be one of the best ones in Cancun. Many varieties to chose from and even with one of us who had a food allergy one of the chefs came out of the back and walked around with them and showed them what they could or couldn’t eat. It was really impressive. - the restaurant’s I found were ok at best. Probably Their Mexican restaurant we found to be our favourite but your mileage and opinion will vary. - finally the diamond club upgrade while we have found to be hit and miss with the royalton resorts for the most part is a hit here. Just with the butler service and their communication and want to help out on a daily basis was great. I did find the diamond club “areas” however were a mixture of anyone staying at the resort. This time around it wasn’t a big deal because there were a ton of open chairs poolside Most days. I’d be curious to see how’d they hand it when at capacity. The drinks were alright for the most part but you’re not getting any sort of upgraded spirit list being a diamond club guest. The downside: While we’d say it was a 5 star stay there are a few drawbacks. Some with the resort and a few out of their control, among them: - Transport to and from Cancun airport is to be polite, chaotic. If you have the ability ensure you pay the extra money ahead of time and get a private transport to and from. Shared transports can run in waiting time just for a bus from 45 min to 2 hours after you’ve come off the plane. - the location of the resort is problematic and is not attractive to anyone who wants to venture out on expeditions or tours. Yes, they do offer them in the resort but they are insanely priced. That is a very common thing we heard from many people while down there. - should you wish to venture out on your own, there is an absolute monopoly on transport arrangements and you should expect to pay no less than 100-150 USD for transport to some places one way. This is a real drawback as Ubers aren’t allowed on the property and the resort is 3km off the main road so walking to the road is usually not encouraged or allowed. - the spa prices are astronomical, they had a lot of staff who would come around at least 1-3 times an Hour asking if we were interested, and for nearly 500 USD for a couples massage, we passed this time around. - the check in process took almost an hour after we had travelled all day. - two minor things to end off. They say they are a no smoking property and while minor there were many guests smoking out in the open and no hiding it. Staff in our experience saw this and said nothing. Finally, people with their own speakers playing their own music at quite high volumes, while this isn’t in their rules of the resort this is something that should be at least looked at because it does take away from other guests experience who are there to enjoy the sun and sand without being subjected to the musical taste of random guests at a high volume.

  Dec 16, 2025
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  LOVE the hotel

  We 100% recommend Royalton for a vacation with a family. The buffet experience was amazing, especially with our waiter and Marcelino. He was amazing and so kind to us. The only thing I would be worried about would be the mosquitoes if you have a swim out we got biten all night, but as soon as we requested another room because of our baby, they changed it for us. We loved this hotel, so luxurious, and the animation was amazing.

  Dec 16, 2025
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  Perfect relaxing week

  Hideaway’s Diamond Club is an excellent choice (it’s our second year as Royalton DClub guests), but having the best ever GUADALUPE and GINA as our butlers, that’s the reason for us to rate the Royalton 5 stars this year! They both are amazing and make a perfect team, not only clearly doing their job to perfection, but by making us to feel absolutely special and comfortable, checking in with us many times per day, and making sure all we need is perfect!! And it was! We will specifically ask for Gina and Guadalupe next year❤️! We also thank to everyone from the cleaners, to the buffet and restaurant staff, they are working really hard to make all the guests happy! Madonna, Hilda, Ayme from coffee shop, Frankchely, Francisco, Alejandro, Fernando, Elgar from DC beach bar, etc. For the management, you doing almost good, I’ll keep an eye on the future reviews posted by guests, see if you eliminate the bad experience we encountered on Dec 7th at check in, starting 11:40pm. Thanks you all for an amazing relaxing week under the Mexican sun!

  Dec 16, 2025