TripAdvisor Traveler Rating

We bagan our trip on July 13, arriving in Cancun, and being picked up by the best car service in Cancun, USA Transfers. Our driver was friendly, professional, and drove us quickly to the hotel. We went to the special adults only hideaways checkin with Erik who explained all our benefits of the all adult inclusive and gave us a beautiful room 1327, in building 1 with a pool and partial ocean view. If you want a lot of food for breakfast and have many choices, you need to go to the buffet. We preferred the Dorado for breakfast. Less people and the waiters Carlos Garcia, and Francisco were amazing. The restaurant is Ocean front, very romantic, and only Hideaway guests are allowed. For lunch you can go to the buffet, but for us, we preferred Caribbean, or Dorado. Both are ocean front, and Carlos and Francisco serve lunch at Dorado and Salvador at the Caribbean for lunch or dinner. For dinner there are so many choices, such as the steakhouse, Mexican, or Asian, but since we prefer seafood, the Caribbean and Dorado serve the best. Moises, Federico, were excellent at dinner at Dorado. The manager is so friendly and say hello to him Giovani. Ask the captain to sing you a song Daniel Rechy, great voice and excellent employee. Edith will take you to your table with a huge smile. If we had to vote for the best employee, it would be Carlos. Shows were great, fantastic gym, pools excellent, but because of global warming, the beach had a lot of algae, so we couldn’t swim. This was an excellent trip, and we can’t wait to return

Pickelball courts were great. Poeple at fitness were amazing. Spécial thanks to Luis for playing with me and Edgar making a vidéo of it!!! The site was clean, lots of pools, good was great. Excellent choice for a great vacation!????????????

Alberto /Jorge was awesome and very inviting. He made sure our drinks were cold, fresh, and fancy! The check-in staff could use a bit more training in hospitality. We had Zaida and she wasn’t as accommodating as we would have imagined. Overall it was a decent time.

Criminal Intrusion in Room While Sleeping I want to strongly condemn the Hideaway at Royalton Riviera Cancun All Inclusive Luxury Resort for failing to take any action in the aftermath of the criminal assault my daughter suffered there during our Christmas 2023 holiday. The resort refused us help and compensation. Equally responsible are Carolyn Davis of Vacation To Go and Trina Engen from ALG Vacations, through whom the Apple Vacations trip was booked. Upon learning of the crime committed against my daughter, they too refused to compensate us in any way. On our first night at the Hideaway at Royalton Riviera, an intruder broke into our fourth floor room while my daughter was sound asleep. The man repeatedly choked her and beat her with the intention of raping her, even going so far as to smother her with pillows and pile furniture on top of her to subdue her. As she fought back, she threw herself on the floor and rolled around in order to escape him. Around 10.30 p.m., while the assault was happening, I was in the lobby checking in. When I made my way to the room, I couldn't open the door. I heard the sounds of furniture moving and hard breathing inside, so I figured I had the room number wrong. After checking with the concierge, I returned to the room to find my daughter sitting on the floor devastated and in tears. She had just successfully fought off her attacker, who must have escaped through the balcony. He had taken her backpack with $1,500 cash and her passport with him. I ran into the hall and screamed for help. There was no emergency phone in the hallway. The phone in the room wasn't working. When a manager finally arrived, he threatened me, saying if I didn't keep quiet, he wouldn't help me. I asked him to call the police and was told the police weren't allowed on the premises. Unbelievable. The next day we met with resort managers, Miguel, Gerardo, Ximena, Abel, and Antonio. They refused to give us their last names. They claimed there was nothing they could do to help us. They insisted my daughter's attacker couldn't be one of their employees, since he had spoken some English. (Apparently none of the resort employees speak English.) They insisted that my daughter must be at fault, that they weren't responsible for security for their more than 800 guests, and that they had no security cameras on the property. When I told the managers that one of my daughter's diamond earrings went missing during the attack, the managers refused us entry to the room, claiming it was “under investigation.” In essence, the Hideaway at Royalton Riviera Cancun did absolutely nothing on our behalf. Nor did they compensate us for our room or any amenity. After three days of insisting that we wanted to change hotels, Apple Vacations found us rooms at Planet Hollywood. The next day we reported the assault to the Quintana Roo police in Cancun. Like the resort, the police didn't bother to investigate the incident. They too did absolutely nothing. Not even the U.S. Embassy in Cancun was willing to help. That the travel agents and the resort, which is owned by Marriott Bonvoy, turned a blind eye to the criminal assault of a guest is unconscionable. Anyone would be a fool to book a trip with them. Date of stay: December 2023

Please if you’re going to Cancun , do not stay here. This resort is terrible. This is not adults only. False advertisement. We told them we were newly engaged and didn’t get any sign on door or letter in room saying congrats, nothing. We stayed for 7 days and the 2 butlers we had were horrible. Food horrible. Bartenders horrible. Got harrassed to do a spa and although massage was lovely, it was overpriced and wasn’t relaxing in hydrotherapy. Then i played in the casino, the dealer accidentally took my winning hand in black jack, security came to check camera then told me i was wrong and i insisted i wasn’t wrong. Security left and came back and told me cameras were broke so they refunded me money for My hand. I left my GoPro camera on the poolside, Asked butters, pool boy, guest services to check lost and found, no communication. After 2 days I filed a security report . 2 more days past and nothing came up so I asked for a copy of the report so I can submit to insurance and they had lost the report or couldn’t find it. The parties were super wack, in the club they have hookah but it’s super nasty and additional charge. We paid extra for diamond club and there was no diamond club perks. This was by far the worse experience. Please don’t visit this hotel.