TripAdvisor Traveler Rating

We have been to a few other Royaltons and have always had great service. We enjoyed our time a the beach front bar and every night watching sports in the Score. Juan in Score is by far our favorite person ...at the resort. He made the experience. Juan is super friendly and always remembered out drink order. If you visit, be sure to stop by Score to see him.

Agave restaurant was amazing!! The guacamole was the best on the resort ?? we also got tacos, red snapper, etc and it was all delicious. Pedro, our waiter, was kind, friendly, attentive, funny, and gave g...reat recommendations on the menu. Overall a great experience. You’ll definitely want to come back here more than once.

The Hideaway at Royalton was one of the most relaxing trips my wife and I have taken to Cancun/Mayan Riviera. We've traveled the area for the last 18 years and just love the people/culture. We've stayed at... countless different resorts. I must say, the Hideaway is easily top 3 overall and might be the best in service. I'd like to add that my wife and I have both worked in the service industry and are understanding to the hardships a lot of these jobs carry. We love good food but aren't "foodies", we always enjoy a good drink, and don't hold people to higher standards than we hold ourselves. We also opted for the Diamond club level room (Jr. suite w/jacuzzi, ocean view RM: 2317), online room selector (add’l charge). So, can’t speak to other folks’ experiences that didn’t book the same. I've read some negative reviews about the Hideaway and before our trip they did make me a bit apprehensive. But, now that we've been there and experienced if for ourselves, I must say that most are likely issues with the vacationers themselves and probably don't have anything to do with the staff, food, or facilities. Service: We spent most of our time on the beach in the bali beds where the bartenders Yuri, Rogelio, and Juve were very attentive and friendly. The bali bed team with Miguel, Alejandro, and Rodrigo were always aware of our needs and showed up all the time to make sure we were comfortable. One day, we had a fast but HEAVY rain storm come through. Miguel's team immediately jumped into action and helped us with our rain-soaked towels and replaced them with brand new ones (once the rain subsided). Everyone was so quick to help and make sure we enjoyed our time. The housekeeping team was always cleaning or sweeping something. They are tirelessly working to keep the facilities clean everywhere! We did get butler service with our Diamond club level and they did a great job. It should be known that they are less of a “butler” and more of a “concierge”. They are helpful but they probably won’t piggy back you down to the beach. Jocelyn and Victor were able to book all our restaurant reservations and kept us up to date on all the entertainment happening all over the resort. It doesn’t seem like much but it’s nice to have a helping hand while on vacation. Food: The buffet might be the best buffet that I’ve seen at an all-inclusive. Very good variety and the best quality we’ve seen. Their salsas are very tasty and can get super spicy too! The a la carte restaurants are hit or miss. We had good meals at the seafood, steak, and hibachi restaurants. The others were okay… different dishes ranged from good to not so good. We traveled with 2 other couples so we were able to see a good variety of dishes from the menu. The good news is if you find something you like, you can generally ask for more. If you have a dish that doesn’t work for you, just head over to the buffet ?? “Scoops” gelato and coffee was a nice treat after meals. During the days we often had lunch at the food trucks near the pools. Hot dogs, hamburgers, and nachos were good to great! Facilities: The resort is large and overall well kept. Some buildings were under renovation during our stay, no big deal. But our building was fine. There are signs of wear and tear but unless you’re hyper observant or critical, you might not even notice. Plus, who cares if your mirror has little nicks out of it? Although, I was told that the resort will close later this year for a full renovation. Definitely want to come back to see that! The rooms were spacious and nice. The biggest ding I could see was that the jacuzzi in the room is made of plastic. It’s light and won’t support the weight of someone sitting on the edge of it. I found that out immediately when I sat on it to remove my shoes. The thing immediately tipped and I’m not a huge guy (165 lbs). So we didn’t use it thinking it might be a hazard. It looks nice in pictures though. The jacuzzi on the balcony worked great and had no issues. Some of the a la carte restaurants were open air while we were there, so if it’s super hot or humid out, you might not get any relief from that. The gym was awesome! If you’re getting a workout in during your stay, you will enjoy this gym. Rubber floors and bumper plates for the free weight lifters. Plenty of circuit and cardio machines too. The studio for their different classes is not unlike boutique gyms I’ve seen in the states! There are pickle ball and tennis courts too. Well maintained but we didn’t play (waaay too hot on the gym roof). The casino was fun but don’t expect Vegas style showmanship. It’s not huge and quieter than I expected. The vibe just isn’t what I’m used to when it comes to casinos. Although it was clean and everyone was very nice. Overall: Our stay was awesome! We did have conversations with other vacationers who were reporting less than good stays. First, we never had anyone say “No” to us. We had access to all lounges and restaurants whenever we wanted. We were always greeted with smiles and an “Hola!” Later heard this is a Diamond Club benefit (the access, not the “holas” you’ll get those for free). We were told by people who didn’t have DC that they were often turned away at different lounges/restaurants/food trucks at different times around the resort. We also budget for tipping. We tip every time someone brings/makes us a drink/meal/towel/etc. The resort staff works so hard and we just want to show our gratitude and they are so appreciative every time. You’d be surprised how much a few dollars can go. We ran into other folks who didn’t tip at all and unfortunately they described less than stellar experiences. Although, these folks seemed a little entitled and “uppity” to us. One other note: the Hideaway isn’t a complete “adults-only” experience. It does share restaurants, pools, and other common areas with the Royalton at Cancun which is a family resort. So, you’ll see kids at the restaurants, through the lobby, and at some of the pools. If you spend most of your time at the Hideaway side of the resort, your exposure to little ones will be minimal but they will be around. This could be a no-go for some folks but we didn’t mind. And we didn’t experience the sewage smell that I’ve read about several times here. I believe this was benefit of paying to select our room online. Recommendations: Get Diamond Club level service – The rooms are great, no sewage smell (again, not something we smelled anywhere on the resort), you get a helping hand in a “butler”, wine and liquor bottle in your room (We took advantage of this! ??), access to all lounges, bars, around the resort. Select your room after booking – This is another extra charge but we felt it was well worth it. our room perfectly faced the ocean overlooking the main pool. Very cool view.

We came here for our honeymoon last week and had a great time! Our butler was Georgina and she was the absolute best. My husband had some allergic reactions from the sun the last few days and she went comp...letely out of her way even offered a doctor on them, get us a Bali sun bed to keep him from the sun, and scheduling any restaurant we wanted for our dinner nights. Would highly recommended and request her if we ever come back. Georgina truly looked hard at work her whole shift, running around the resort anytime we came cross her by pools, however still always managed to get us anything we asked for in a timely manner. Our main complaints to the resort were how awfully long the room service was. Could take anywhere from 1 hour to 2.5 hours when you’re already asleep, and the water in showers was stinky, sewage smells here and there. Other than that everything was beautiful, we enjoyed most of the food, and had a great time. All the workers were very pleasant and sweet. Would likely go back again.

The steakhouse was great! Luis our waiter was amazing! We went back our last night and requested him. Totally out did himself! Steaks and sea bass were amazing don’t expect a thick steak but porterhouse wa...s very flavorful!! Highly recommend!