Royalton ResortsReviews of royaltonresorts.com

Me and my family recently had a 2 week holiday at this hotel which was great. We checked out Monday 23rd June. On the transfer bus I realised I had left my Rolex watch in the bathroom I reported this straight away to a TUI rep who rang the hotel to inform them.I have since been told the watch was not in the room We was on the phone to hector in customer care he said he was in the room with security and the watch was not there . Royalton splash Cancun

Royalton Riviera Cancun we stayed here on the 11th of June 2025 we found the resort tired and in need of a facelift. The rooms were tired the furnishings were not updated. The à la carte restaurants were hit and miss often the delivery of food was not acceptable over seasoned under or overcooked. The staff were not attentive and you could tell that there was just looking to get the shift over with. The hotel itself had lots going on. There was a variety of pools and sun bathing areas that were kept clean and tidy. The beach was covered in seaweed which left the water a brown colour. I know this is nothing to do with the hotel but it was just a little bit of a let down for us we did however book a catamaran tour through the hotel we waited around after messaging them and we were left behind. we took a later schedule trip that apparently they had upgraded which was not true but we had a good time there overall especially seeing the beautiful peppermint ocean of Cancun itself. all in all I’d say the hotel is a 3+ star not a five style luxury as they are saying daily over the TV

How can they improve? Now that's a question! Where shall I start? Room: stank of mould and it took 3 days for someone to put a dehumidifier in there to help with the smell. Not that it did any good. Supplies: The iron leaked terribly. We asked for a replacement, agsin it took 3 days after phone calls to reception and hunting down staff. No shower gel for 3 days. It's a good job we took our own. No shampoo or conditioner for 4 days. They miraculously turned up. No face cloths on one day. No hair dryer - it took 2 days for that to turn up. Cockroach scurrying around the room on day 3. I managed to kill it and it was still on the floor when we left. Grey towels which should be white. The room stank from our first day until the day we left. Inadequate air filtering and rubbish design. Food: I am currently under the doctor due to having really bad runs since I got home. We didnt eat anywhere else except for the hotel. The food was diabolical in all of the restaurants. Cold in the buffet room. Flies all over the food. The only food that was hot was the pasta made to order and the omelette in the morning, again made to order. Stale food, very unappetising and unappealing. The quality was worse than the old school dinners. The staff in the buffet restaurant were nice enough but their service acumen was very poor. Busy doing nothing whilst I stood looking for a clean table to sit at. I eneded up clearing a table myself and cleaning it too. I then sought my own cutlery whilst staff walked past me a million times. The Italian restaurant food was the worst I'd eaten. They have NO clue. The chef needs sacking. Rubbish food with zero taste. Tiramisu? You're joking. A home made amaretto biscuit soaked in coffee with cream piped on the top. I was so angry that I showed the waiter what tiramisu should actually look like and he said, I know, but the chef changed the menu last month and this is his take on it. Brazilian restaurant- nice enough staff but again, the food left little to be desired. Low quality, tough meat (as in the main buffet restaurant). They need a new chef there too. The fish restaurant by the beach was no better. Nice staff but very low quality food. Ambience was OK(entertainment poor)but how come the bars shut so early? We're in the middle of nowhere and nothing to do after 11pm. We aren't children! For an all inclusive they had us by the short and curlies and didn't give us a positive all inclusive experience. The only eatery open between lunch and dinner was the burger trucks the beach. Condiments were scarce and everything in the pictures weren't on offer. Found the icecream parlour and coffee shop eventually, selling the same stuff you could get in the main buffet restaurant but it was something, I suppose. Conclusion: I wouldn't go back there. They only got 2 stars because the staff were friendly. I paid a lot of money to stay at the Royalton Bavaro in a Junior suite and it was such a waste. I thought it was just me but lots of guests were complaining. Spend your money elsewhere is you want a great experience. Our trip was to celebrate my husband's birthday. Don't get me wrong, we had a fab time but only because we made it special. The RB would have ruined it had we allowed it to. We stayed for 7 nights.

ask us if we like medical attention and I refuse that right away because just because of the way they dealt with us, I said when I come back to Toronto Today, I will be going to the doctor to get checked out and so will my girlfriend. I'm having pain in my back. I'm having pain in my neck right now and yes, I said that I would definitely be taking this further so the brand ambassador's name is Brandon. He's the Brandon ambassador his name for Expedia is Shante and the guest services member at the hotel his name is Brandon. We did file a report. The report is at the hotel and you can be getting that information from Brandon. | would like this handled in a timely fashion And that is what my assessment is of everything that's happened. There's also other little things that had happened as well that I will probably send another email in response to when I just gather my thoughts and I can kind of get everything that's happened with us at this hotel, but the experience was absolutely awful for the amount of money that we paid to stay at this hotel it was very very very concerning to me and l've never been at a property where it's supposed to be on a higher echelon And they're their facility is not you shouldn't have been put in a room that smells like mould I shouldn't have been put in a room that they knew the room. They know that these rooms are not supposed to be being used by gas and that's the area that they put you in. It's very alarming for me and if we didn't complain, nothing would be done and a lot of this took so much time out of our vacation. We have to fill out a report. We have to go down and wait for Manager. We have to get approval for this. It took away from our vacation so I definitely would like something done about this And I will be taking this further my conversation that I'm seeking his I think I should be reimbursed for my trip and they should actually give me a free stay and upgrade me to you know having a better experience with this property. It's it's been absolutely atrocious so I will be waiting for somebody to get back to me and thank you very much for your time.

Arrival We were warmly welcomed by Elena at reception, the check-in process was smooth and efficient. Although we did not receive a complimentary drink upon arrival, the overall experience from check-in to being escorted to our room was positive. We were lucky enough to have a room very close to the reception and main entrance. Room 🛌 We were booked in as a couple for our Anniversary, there was only one bath robe in the room. The room, though small, was very clean and beautifully maintained. However, the bathroom lacked hand wash and shower gel, although shampoo and conditioner were provided. The towels were in excellent condition, and the shower was particularly impressive. We had the most beautiful view from our balcony, it was mesmerising 😍 Our room was cleaned daily. Alena was a true gem, she kept our room spotless every single day! Lovely lady with a wonderful smile. Shower gel had run out for the whole duration of our stay. Food 🍴🍸 The decor at the Taj was beautiful yet the food was disgusting! The food was bland, the cocktails were a 5/10 but most of the staff were lovely. Ma Maison The lady that checks the booking was so miserable, if looks could kill!!!! 😫 Steak was amazing, the chips were dry. Grazie The steak was soooo amazing! 😍 The cocktails were ok. Beach cleanliness Very clean and beautiful 😍 Staff The majority of the staff were lovely, a few looked like they didn't want to be there, very miserable. Adrian at the egg station was amazing, such beautiful energy. Danielle in entertainment was super lovely, her energy was top tier 👌🏾 Excursions Janelle is fantastic!!!! 😊 Island Tour We chose St James Travel and Tour for our excursions, Andy gave us a wealth of information, we had a full run down of the history of Grenada and every stop we done. We done the Island excursions, this covered Concord Waterfall ⛲️ Chocolate Factory 🍫 Rum Distillery 🥃 Grand Etang 🐒 Nutmeg Museum, a lovely meal and drink. The excursions cost £125pp. The mini bus was fully air conditioned and clean. Our second excursions was snorkeling to the Underwater sculpture Park with First Impression snorkeling, this was an experience of a lifetime! The whole team were amazing, especially Kurl who instructed me through the whole tour. Exercise 🏊‍♀️ 🧘‍♀️ 🏋‍♀️ Crystal and Kelson were absolutely amazing with the aqua aerobics!!! The energy was on point, it was fun yet intense. I will definitely be attending all their classes over the next 2 weeks. Issues we encountered.... 😖🫥😶 Monday, 21st and Tuesday, 22nd: The buffet was unexpectedly closed on both days, and we were not informed of this until the day. Tuesday, 23rd, Wednesday, 24th and Wednesday 30th: We were informed that the hotel had run out of straws. Wednesday, 24th: While I was showering, the water unexpectedly cut off for over 10 minutes, leaving me covered in soap and unable to rinse off. Thursday, 26th: I requested an iron twice as we were preparing for an excursion. After waiting for over an hour, I had to make a third call and express my frustration to avoid missing the excursion. Only then did the iron arrive. Upon our arrival on Saturday, 19th, our fridge was fully stocked, but this was the only day this occurred. While the fridge was replenished daily with water, we went four days without beer or juice despite leaving a note on several occasions. Each time, the note was clearly seen as the $5 tip I left with it was taken, yet the issue persisted. Beers were finally provided on Thursday, 24th. Friday 25th On Friday, the 25th at 3 a.m., I placed an order for room service. After waiting for an hour and 20 minutes without receiving the order, I called to inquire about its status. The representative I spoke to informed me that they were unaware of the order and needed to investigate. Upon checking, I was told that two of the items we had ordered were unavailable. Had I not followed up with the call, we likely would not have received the order at all. The order arrived, yet they forgot my cheesecake. Room service do not inform you of unavailable items until they confirm that your order is on its way. If we had been informed earlier of unavailable items, we could of made alternative choices. We ordered room service 4 times, items were missing every single time. Omega at Nibbles needs customer service training! She was so miserable!

Really disappointed with the Royalton in St Lucia. Check in was long, wasn't advised to download the app or book restaurants which we actually needed to do...The room needed to be fumigated due to a Mosquito infestation and cockroaches, hair left on the floor. This was rectified once we complained. No optics in the room and the bar was rarely re-stocked. Entertainment was cancelled regularly due to nobody signing up but the team didn't approach anybody, shouting over a microphone is not going to draw people in. Pool and loungers were dirty. Food was samey. Thank god for Craig at the pool bar, Kisha, Vijay and Travis in entertainment. Desma at the pool bar needs relocating as she doesnt fit the vibe, she is too rude and miserable.

My husband and me have recently returned from The Hideaway at Royalton, Trewlany. We stayed from 23rd June - 3rd July in Room 633. We went to this hotel because we had previously stayed in the Royalton in Cancun Mexico and expected the same 5 Star service, but how wrong could we be. The service in this hotel was non existent, awful , dreadful and it is definitely not a 5 Star hotel !! To sum the service up, the Jamaican staff will only do what they are paid to do and nothing else. For example, we watched 4 staff walk past a water bottle which had been left on a path, before someone picked it up (it must have been their job!). There is a lady in the International restaurant that just walks around with a water jug – she rarely did anything else! Service for Breakfast/Lunch in the International Restaurant is truly unbelievable. Most times we had finished our breakfast before being offered any coffee. Tables are not cleared and re-laid quickly so we would often sit at a table and had to find our own cutlery. You never get a spoon to stir sugar in to your coffee (if you ever get one). They stack plates and cutlery up at the side for you to look at when you are eating. There are plenty of staff but many of them just walk past tables that need clearing, wiping or re- laying, - it goes back to what I saying, they only do what they are paid to do and nothing else. The service at Reception is appalling. They will start dealing with your query and then get very easily distracted or disappear into the back room, they leave you wondering what is happening, they don't keep you informed and even when they have dealt with your query, they don't tell you that they have! The food overall was very good with a great choice of 11 restaurants. I would recommend the International Buffet (for the food, not the service), Italian and the Steakhouse. But if you want a quiet, relaxing meal then don’t go to Zen. We thought the food was tasteless and the loud singing and banging of knives was extremely annoying. The rooms were a bit shabby and could do with painting in certain areas. The cleaners were BRILLIANT though and cleaned our room every day. They were friendly and polite and did a great job. You can get lovely coffee and cakes from the coffee shop. But the service is not quick because the staff tend to spend most of their time talking to one another before they get round to serving you - apart from one young slim, tall gentleman that works in there and he was always polite and friendly. The beach was gorgeous, it was kept clean and there were plenty of sun loungers and towels. The team that look after the sun lounges and drinks were very happy, cheerful and friendly doing the jobs they were paid to do. There are plenty of security guards on the beach but I really don't know what they do. They certainly do not stop all the very annoying sellers that walk up and down the beach all day and will try anything to get your attention – ie. Pointing, whistling, shouting. It would be so much better if the Royalton staff stopped them coming onto the beach. On numerous occasions we were asked by various life guard staff, if we had a cigarette which we could give them. Not what you would expect from a 5 star hotel!! My husband and me will definitely not be going back to this hotel and I really feel that all Royalton’s should provide the same high level of service which ever country you are in.

My party of 9 recently stayed at the Royalton Hideaway Riviera Cancun for 10 days in April 2024. Overall, our experience was a mix of highs and lows. Let me break it down: The Good 1. Proximity to the Airport: The hotel’s location, just a 20-minute transfer from the airport, was incredibly convenient. 2. Fitness Facilities: As someone who has stayed at various hotels of this style, I can confidently say that the gym, fitness classes, and instructors at the Royalton Hideaway were exceptional. Kudos to the fitness team! 3. Entertainment and Activities: The entertainment team did an excellent job. There was something for everyone, and even those who preferred a quieter experience found peaceful spots in the resort. The Vibe team deserves special mention for their engaging activities. 4. Spa: The spa facilities were top-notch. We indulged in all-over body massages, which were worth every penny. Remember to negotiate with the spa sellers by the sunbeds for better prices. 5. Pool and Layout: The pools were pleasant, although a tad cold. The overall layout of the hotel worked well, and there were always sunbeds available. 6. Coffee and Ice Cream: The coffee and ice cream parlour was a delightful treat, with little to no queues. The Okay 1. Restaurants: The dining experience varied. The Japanese restaurant stood out, especially the Hibachi table. The buffet was consistently good. The food at the steak restaurant was good but cold plates meant the food cooled quickly. The Italian restaurant was OK, while the Mexican, Indian, and Caribbean restaurants fell well short. Service was hit or miss, except at the Japanese restaurant. 2. Room Service: Punctual and acceptable in terms of food quality. The snack bars around the resort were also okay. 3. Portable Speakers: Fortunately, they are not allowed in and around the pool areas as this has caused an annoyance on previous holidays, we only witnessed one occasion where this rule was flouted. Not So Great 1. Drinks: Cocktails were inconsistent—sometimes too weak, other times too strong or incomplete. The upstairs bar near the entrance seemed to handle mixing drinks better. 2. Shop Prices: Be prepared for steep prices on anything you buy in Cancun. 3. Smoking and Vaping: Despite being a non-smoking and no-vaping hotel, enforcement was lax. Guests openly vaped around the pool areas, and even smoking occurred at the main undercover bar without any challenges. The Very Bad 1. Tipping Challenges: We faced difficulties with tipping due to the lack of 1-dollar bills. The ATMs only dispensed 20-dollar bills, which couldn’t be changed anywhere within the resort, we tried the Casino, Check in, Shop and Concierge to no avail. As a result, we could only tip for evening meals but couldn’t tip the bar and waiting staff adequately. Their service deteriorated over time, and we encountered very unfriendly responses. 2. Beer Restocking: After a few days, none of our three rooms had beer restocked in the fridges. Other items were replenished, but this oversight affected our experience. 3. Bar Staff Attitude: Some bar staff became aggressive, instructing us to bring pesos next time. Towards the end of our stay, waiting staff stopped visiting our group altogether. We were told on the day before leaving that we could only order 2 drinks per person at the bars and if we wanted to order for our group, we would have to order via the waiting staff. This was not possible as the waiting staff had stopped visiting us at our tables and sunbeds. As a result, we spent our final night in the sports bar and missed the entertainment etc. 4. Hotel Response: The day before we left, we had enough and tried to speak to the management. Our complaint to the hotel didn’t yield the expected apology or resolution. Instead, we received a generic acknowledgment that our feedback would be considered. Final Thoughts Despite its potential, the Royalton Hideaway Riviera Cancun fell short due to these issues. We’ve had fantastic holidays at other Royalton resorts and in Mexico before, but this experience has left us no desire to return to Mexico or another Royalton hotel especially given we had paid £20k for this experience.