TripAdvisor Traveler Rating

Don't book Car hire from this resort. Reception refuses to pay car deposit. Better off hiring car at an airport. They are not honest. I refuse to book again. Taj restaurant service is poor. They seem lazy.... They took food away before wedding function ended. Buffet was gone 3 hrs earlier.

Worst hotel I’ve stayed in , in a long time , no air con anywhere other than the room and even then that’s hit and miss , the restaurants are ridiculous hot, the food is terrible in all departments, the dr...inks are cheap and awful, there’s music blasting from beach party’s till 1 am, the service is bad unless your chucking dollars about like the Americans , overall an absolutely terrible hotel and considering leaving early or moving to another hotel , wouldn’t come back if it was free , we seen the bad reviews and decided to ignore them and come with a open mind to make our own decision but wish we hadn’t now. Feels like it’s been left in time , so bad , we are easily pleased too all we like is a clean tidy place with good aircon , good food and drink and decent service , can’t get anything of it here , the rooms alright that’s about it , was sold the Mexico dream and literally would never come back

Do not stay at this hotel even if you think that this is the more affordable resort during your research. DO NOT PURCHASE DIAMOND CLUB BENEFITS! DO NOT PURCHASE DIAMOND CLUB BENEFITS! Save your money. We... were at this resort for eight nights. We had a swim-up room on the first floor in the Diamond club section. The hotel appears to be short-staffed. It took nearly 1 to 2 hours to get room service delivered to the room at times. The bar is very short staffed. Sometimes it takes 10 to 15 minutes to get a drink when it's busy. Even though all inclusive includes tips as stated on their website, you are given a questionable look when you do not tip. For being a Marriott branded hotel, the benefits and services are very questionable. I can speak a good amount of spanish, so I don't think requests were lost in translation. Again, it's a very short staffed feeling. We were talking with our other neighbors since the swimming pool is connected and they all agree and regret staying at this place and most especially getting the Diamond club benefits. The following below are the benefits of Diamond club - Preferential room locations with the best views. The best views that we had were 16 weddings that we witnessed during the duration of our stay. If you think these are great views then that's up to you. - Personalized butler service for exceptional continuous assistance. The personalized Butler assistance really means contacting you through wechat. They give information to you, but it is no different than what is already displayed throughout the resort. It's useless. - Beach butler services and assistance from sunrise to sunset. I'm not sure what this was. Instant Messaging Services with your Personal Butler. See my answer above. They are pretty much a middle man for getting stuff done for you. But if you have to contact someone you might as well contact the person that you need to contact directly. I have the Marriott bonvoy app, and chatting to guest services is basically useless. Priority reservations at specialty restaurants. Our Butler made reservations for us at the restaurant. But you can do this too. Half the time we did not get the ideal times we wanted. We ended up just showing up to the restaurant without making a reservation and getting served. Personalized and seamless check-in and check-out at the lounge. - If you arrive early you will have to wait until 3:00 p.m. to get your room. I have Platinum status with Marriott and I was hoping I could get accommodated earlier. But this was not the case. - Curated selection of top tier spirits. There are only two locations that you can get the top tiered spirits. One location is where you check in which is the Diamond club lounge. The other location is the Diamond club pool area. Even though other bars have top shelf liquor, the bartenders tell you that you have to pay for it even when showing your bracelet. Endless lounge indulgence: A Variety of snacks, appetizers, and sweet treats. - The lounge is pointless. It's just cookies and sandwiches that look like they have been sitting all day. Access to the private Diamond Club™ Lounge, a haven of elegance. - See my answer above. No one hangs out in the Diamond club lounge unless you are checking in. Distinctive wrist bracelet for recognition and privileges. - The bracelet was annoying to wear during the eight days that we were there. If you do not have Diamond club benefits, then you will not have to wear a bracelet. Go to a resort where you are not required to wear a bracelet. Exclusive private pool for Diamond Club™ guests. - A private pool does not mean anything. You will still be sharing it with other Diamond club guests. Exclusive beach area with dedicated bars with bar-to-sun lounger waiter assistance. - I think there was an exclusive Beach area? But we don't know what this waiter assistance was. Private and upscale breakfast experience at a designated exclusive restaurant venue. - Private and upscale breakfast does not mean anything. You are sharing the space with other guests that have Diamond club benefits. The food is not any better than just going to the buffet. - Welcome bottle of sparkling wine on the house uncorked by your butler. This was not uncorked by our butler. The wine was in the mini fridge. - Complimentary in-suite bottle of wine and basket of fruits upon arrival. We never received the ensuite bottle of wine. - In-suite selection of fine liquors.** There is no in suite selection of fine liquors. You have a choice of one bottle of liquor. We chose Bacardi because that seemed like the best. However it took 5 days to get this bottle delivered to us after asking every single day, twice a day to our Butler on WeChat to get this bottle delivered to us. - Enhanced minibar restocked daily. There is water and beer, pepsi, and diet Pepsi, 7up, cranberry juice. And a bag of chips. You end up learning that there are potentially other snacks that you can get like peanuts and doritos. But you have to witness other guests having these foods or hearing about it. Then you have to ask for it. If you think these are enhanced options, then that's on you. - In-suite coffee machine with specialty coffee pods. I love coffee. But I don't ever use the in suite coffee machine in hotels. However there were no coffee pods to be used. And the coffee machine was a regular drip Brew machine. - Upgraded set of bathroom amenities. Not sure what upgraded bathroom amenities are - Complimentary beach bag and slippers for you to take home as a special gift. It took 3 days to get the complimentary Beach bag. The slippers are nothing special. They are just hotel slippers like you would get in any typical hotel outside of the United States, which is standard. Luxurious 100% pure fine cotton robes in your room. - I thought bathrobes are a basic amenity in any hotel room. These were available. Nothing special. - In suite complimentary aromatherapy from The Royal Spa. This complimentary aromatherapy item felt like a joke. It was literally a 5 inch piece of wood in a box that you sniff and it promotes happiness. Our other neighbors did not even know what this was. I guess that's the joke. Whenever me and my wife would sniff the wood we would laugh at how ridiculous it was just never peace of wood and call it aromatherapy. - Nightly turndown service for ultimate relaxation. This is a true service. We experienced this quite a few times during our stay. - Exclusive 24/7 room service menu options. The room service options were terrible. There are burgers served with potato chips. Not French fries. There are no french fries available., loin burritos, which really means a pork burrito, salad, shrimp cocktail, cheesecake, brownies, a fruit bowl. This is all that I remember because these were the best options. There are no tacos or any Mexican food for room service unfortunately. - Room Service priority delivery and timing delivery guarantee. It took about 1 to 2 hours sometimes to get room service delivery. Even if you place your order the night before for breakfast. - Thoughtfully chosen pillow selection from The Royal Spa menu. We were offered no pillow menu. So we don't know what this is. - One hour of therapeutic hydrotherapy access during your stay, featuring Jacuzzis and revitalizing circuits. We did not experience this benefit. But what this really means is standing under a high pressured shower which looks like a fountain and just standing there. We have a baby so we went to the kids section and I just stood under one of the fountains and it felt the same. This is what they call hydrotherapy lol. - Access a variety of spa services at a preferential price of 20% off. The spa services are very expensive and not Mexico pricing. We ended up doing a 90 minute travel club presentation, which really is just a timeshare also. And we did this to get two free massages. The massages were 50 minutes long. And if you had to pay for them it would be around $150 to $200. During the 90-minute meeting, we ate breakfast for about 60 minutes. I don't usually eat breakfast so I did not eat anything or drink anything. But the sales rep and his colleague ate breakfast. And at the end of breakfast the sales colleague was like would you like to leave a tip for these hard-working people. And I was like I didn't even eat anything I watched you ate LOL and you want me to leave a tip?! In Spanish he told the waiter that we were cheap and greedy haha. and the remainder of the time was walking around the resort and them making you feel comfortable so that you will share personal details like your salary and where you live. They do this in order to price you for what packages to offer you for the travel club. Again it's like a timeshare recruitment. I have no problem in saying no I'm a broke person that can't afford anything and that I live with my mommy and daddy, which is why I cannot afford any of these travel club offers. You just have to say no. You just have to be firm at the end of 90 mins and tell them that you need to go. I said that I'm about to poop my pants if we don't leave. The daytime and nighttime entertainment is great and the servers are kind and nice and they work hard. Oh and lobster costs extra to eat. Oh and there were a few days where I saw the do not disturb sign attached on the outside of my door. This is very odd to me. Seemed a bit sketchy. I'm not one to even use the do not disturb sign in hotels because housekeeping will still enter either way. *Availability dependent on the hotel **Minimum length of stay might be required I can't wait for Royalton to reply to my review. In anticipation they're probably going to apologize and regret that they did not meet our expectations and invite us to go back. But in anticipation of the response we will not be returning. So then is it even worth responding to my review. I will be sticking with Hyatt branded hotels in the area.

Josefat was wonderful he really had great customer service and was patient. Even when people were rude and yelling at him. I admire his patience and customer service. He is what hospitality should look lik...e. I will be returning to this location again

Shirley had perfecto service !!!! 10/10 highly recommend! The food was great & service was even better!! …………………………………….Clock itttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttttt...tttttttttttttttttttttttttttttttttttt