TripAdvisor Traveler Rating

Food mediocre when you were able to actually get a reservation for dinner. Beer and liquor was low quality even though we paid for Diamond Club. Spa was amazing. Otherwise the service was less than desirab...le. Butlers were a joke unless you were willing to be upsold. They touted service, but then just directed you to their app which also isn’t great. Seems like the facility is focused on quantity and not quality outside of the spa. We’ve stayed at 3 other Royalton’s and had much better experiences at the others.

Overall, Hideaway is currently a decent resort. It’s somewhere between 3 and 4/5, in my opinion. We had a great trip, but had originally booked another resort we had been to before and had an excellent ex...perience at, so maybe that partially clouded my experience at Hideaway. Pros: - Great staff- they were attentive and wanted you to have a good time - overall a clean resort - room cleaning was spot on, as was fridge refilling - no issue getting reservations for our party of 4 using the app- I made our reservations the morning for the following day, while getting my coffee - pool guys super helpful. It may appear all chairs are taken at 7am- but they aren’t. Talk to the pool guys and they will hook you up. They seem to have put towels on all chairs and then allocate them to different people when asked. Not sure if that’s just another way to get tips or what but we never went without… we did, however, go fairly early in the day and I read for a bit in the quiet of the morning at the pool so I am sure that helped. Don’t get out there at 11am expecting a front row seat - plenty of available chairs at the beach whenever we went -buffet is great- many options and the omelettes were always yummy! - entertainment staff at pools were fun to watch Areas for improvement- - drinks super watered down. We ordered a couple shots of Malibu to make our own drink with a canned soda one day, and it was like half strength - pool soda lines need to be cleaned- they have a funky taste to drinks - often food at a la carts restaurants came out cold- they need to get food under heat lamps while all dishes are made before bringing out- only Agave and Armadillo were hot, in our experience - sure, there are cracks in the concrete and it’s fairly uneven around the pools and pathways- which feels like a picky thing to say as I don’t really care but I also don’t have accessibility needs so I am sure for those who do it would not be easy to get around - yep, there’s a water/mangrove smell here snd there. Didn’t bother us at all and it’s not everywhere like others have said. - coffee shop always crazy busy. They need another one on the hideaway/DC side for sure.

The service is amazing. Julio, Francesco, Sergio is amazing. Real nice guys. cesar (manager) is great. The service is amazing they’ve been getting us drinks, providing service. I highly reccomend whoever i...s considers of coming here. AMAZING SERVICE

Great two weeks . Like yoga daily with Edgar and Astrid. Very helpful hideaway staff. Loved staff at Dorado, Emanuel, Karen,Israel Cornelius ,Francesco, Carlos to name a few. Beach bar Joel very good. Show...s were excellent. Food at all restaurants good , we were there two weeks.

POSITIVES: 1. Very Beautiful Resort Spotless, Clean pools, Spotless rooms 2. Employees, everyone we encountered went above and beyond to say hello and ensure we had everything we wanted or needed. Could h...ave not been more kind. 3. Great shows at night. A lot of effort put into these. 4. Great play area and pool for kids, very nice setup with slides 5. Beautiful lobby to sit in NEGATIVES: 1. 60-80 Dollar cab ride into Cancun or shopping or night life 2. Sewer Smell in main buffet was horrific. We stayed 5 nights and it never changed. Every meal at buffet you sat with strong sewer smell. A HUGE NEGATIVE. 3 . Liquor choices were limited to basics, each day they were out of something. Was out of vodka 2 days in a row then only had house vodka. 4. Every bar on resort is understaffed, lines at every bar and resort was not crowded. 5. Very poor entertainment during day around every pool. Only played music when they had the workers yelling on mic playing games other than that no music. 6. Pool chairs and beach chairs are very few. Probably fewest I have ever seen on a resort this size. Good luck, must be up by 630am to get a chair. 7. Rooms are musty, we quickly asked for a dehumidifier and they delivered one and our room was fine after that. 8. Restaurants we ate at were subpar and like the food was taken right off the buffet. 9. Room will not be ready early so plan on 3:00 or later 10. Has coffee bar/ice cream but again understaffed with line 10 deep out the door at all times. SEWER SMELL, POOR DAILY ENTERTAINMENT, UNDERSTAFFED BARS are reasons I will not return. The resort needs to do its job and fix these issues. The employees are going beyond and above to make the resort what it should be but they can not fix these issues.