Another Excellent Experience

The hotel was in great shape and kept their promise of a quality, luxurious, and relaxing vacation experience. The restaurants had delicious and high quality food with great service, and reasonable wait lists. The bars had premium liquor choices and great service. Communications between us and the staff were effective and friendly. We had no complaints! The bartender Henri in the Hideaway Pool Bar was excellent and made this trip memorable for us :)

Overall wonderful experience

Overall my partner and I really enjoyed our stay at the Royalton Hideaway! The staff are truly wonderful people who made our experience even better! The major downside was subpar selection of fruit. I have stayed at other resorts with delicious tropical fruit and I was very disappointed at the minimal selection. The main buffet was also overly crowded for us at breakfast time so we opted to have breakfast room service instead.

Amazing!!

Best resort I've been to out of all the all inclusives. Staff were amazing and the alcohol selection was great. Food was amazing. I actually preferred the buffet over restaurants. Dorado is the best restaurant.

Slightly disappointed

The food and our room were excellent and the staff were friendly.There bars did not always have the beer you requested.The service varied between excellent and very poor. The complex is starting to look dated and needs a touch of lipstick .This was our second time to the Hideaway sadly it will be our last.

Wouldn't recommend

Pros- great staff Cons- terrible beach, short beach that is not long enough to go for a good walk, food was 3 misses for every hit. the hideaway is not as advertised. When you hear 'hideaway', you assume quiet and away from the noise. It is the exact opposite. Music starts at 7 am and goes until 10pm. Foam parties, balloon fights, drunken adults. Not at all the relaxing vacation we were expecting. Advisor said the beach was long and food was Excellent, which were my two must haves. Neither  [... read more]did the Royalton provide. I would have paid more for a better place and even reached out to the advisor questioning whether I should change. I should have listened to my gut, and trip advisor. I don't think my agent cared much about my concerns after booking.

Royalton Hideaway Cancun

This was my first visit to this resort. My wife had been there twice in the past pre-pandemic whilst still under the Hunter ownership. It was recently sold to the Marriott group. My wife had raved about the resort. We were quite disappointed this visit. Upon entering the main area, it was stunningly beautiful. As we waiting for our room we sat in the lobby area. The carpets in the seating area need to be shampooed or replaced. They have seen better days. The couches and chairs also need repla [... read more]cing. They are all showing wear and tear. When we checked-in, we were made to wait until nearly 4pm for our "ocean view" room. The view of the ocean was limited and partial as we were placed in the back corner of the resort overlooking the very noisy pool area. When we walked into the room, it seemed clean and tidy. When we began unpacking, the first thing we noted was a cockroach. I removed it and chalked it up to being in Mexico. Although the room is presentable and clean, we found the bed to be quite uncomfortable as it showed obvious depressions in the mattress where past guests have slept. The pillows were another disappointment. It was brought to the hotels attention and new pillows were brought to our room. The shower rain heads were rusted and the handle of the hand-held shower was corroded. The pillows on the chairs on the balcony were old, stained and worn. When touring the facility, we noted dirty floors, walls and elevators. Yes, the elevators are filthy. One of the two by our room was working on and off. The wall sign by the guest suites was broken. I would have removed it completely until the new one arrived. On the service side, it was stellar. The staff was amazing and always there to assist the best they could. On the food side, it was good but not great. The way they cook hamburgers by the pool breaks all the food handling protocols. The same utensil was used on raw and cooked meats. There was cross-contamination. Health inspection audit is required to better train staff on how to BBQ. The pool area is in need of new parging of the cement as there are quite a few cracks surrounding the area and especially the stairs. This could be construed as a liability to the resort if someone was to fall an injure themselves. Although I note a lot of positives, they sadly are outweighed by all of my negative views of what could very well be a stellar property for vacationers I work in a customer service position of a luxury brand. Perhaps my expectations of standards it much too high? Would I return? Things would have to change. In reading other reviews on this property, I dare say that I am not alone in my findings. LTM - Ottawa, Canada.

Royalton Royalty!

The Royalton resorts are top notch in most if not all ways. Food is excellent, rooms are comfortable, staff are great. Notables; Natalia, Masserrat and ‘Princess’ Yeseel of the vibe crew. Also Alberto in the small pool Tiki bar by the beach. Unfortunately we had to ask each day for our in room mini bar to be stocked with water. We were told the maids do not do this, it’s another crew. No problem but after 3 days asking in a row we felt like this should have been addressed daily. We asked f [... read more]or a restaurant booking at 10am and at 7pm were told everything was full. The only other thing we asked our butler for was the time of our departing bus and we were told to go to the sunwing office at the opposite side of resort… felt like the butler could have simply called for us or given us a number. Couldn’t get chairs after 730am and the Diamond club cabanas were also taken each day. We were told there were many diamond club visitors and not enough cabanas. The Diamond club lounge was filled with non diamond members and even some from the family side of resort, no monitoring of this. No private diamond club pool that we could find, staff also looked dumb founded by the question. Great resorts and would go back but the diamond club is not worth anything.

A few hiccoughs

The grounds were nice. The food was good. It was difficult to get dining reservations unless you opted to buy a bottle of wine and then you can get in whenever or wherever you wanted. Very difficult to get a chair by the pool as early as 6 AM because the towel holders hold all of the chairs and tell everyone that they’re taken unless you offer money. It’s definitely not a five star but it is a relatively nice four star. I would recommend this hotel but I would have to give out full disclosur [... read more]e and let the person decide. I had no interest in filling out

Big Hotel

It was our special birthdays and some one had mentioned this 5 star hotel Adults Only you pay a little more but you get treated like a King. first of all its a Big Hotel ,They have a section called Diamond Club hideaway for Adults Only to get pampered but you really dont, you get a day shift and a evening shift butler, We seen our Butler the first day and then that was it,we couldn't find him or get a hold of him.In one week we called four times for service to have our in room bar stock with wat [... read more]er,three of the time we decided to get our own water after waiting a long time. All the entertainment being adults or children are all done together that goes for the buffet and everything else,there wasn't that much of a concern there about Covid the hand sanitizer that were on the wall next the the elevator, 3/4 of the containers were empty ,ever though my wife asked numerous times to have them filled The buffet was a free for all,no protection in order everyone use the same tongues to pick up what the wanted. the beaches weren't combed there was weeds all over, it rained for two days the lobby was shoulder to shoulder, My friends went to Cuba at the same time at a adults only with butler service and they said they were treated like royalty (Cuba), in my opinion thanks for the four days of heat Canun you might see me again but not at the hotel 3 1/2 - 4 at best (from other guesses they said it really was a 5 star a few years ago)

Not what we expected

Too crowded and TOO noisy, a lot of drunk people misbehaved in the halls after 10 PM. Dirty beaches: seaweed all over the place and wastewater from mangrove forests that prevented us from swimming in the last two days. The crew was generally welcome, helpful and professional. Good food despite the covid restrictions. Great gym. Basically, it's one big hotel with lots of pools and good entertainment. Nonetheless, I would not go there ever again and hence would not recommend it to others.

Would not call it amazing

Heard great reviews but This resort was highly disappointing. From the time you enter, sales staff on your case. To the pool chair rules, to the LONG wait for restaurants. Couldn’t even get into one of the restaurants we wanted to try. Food was not great The constant loud music at night. Would not recommend this resort.

Beautiful resort!

Pools were very crowded. The beach was great for walking but big issue with seaweed. Lots of restaurants, very easy to navigate this resort. Brie was a great butler, very helpful. Staff were very friendly.

Friendly helpful staff

Hotel was clean. Staff was very friendly and helpful. A lot of fun activities to do around the resort. Food was alright. Buffet had a nice selection to choose from. Try to get to buffet earlier than later. It’s harder to get refills on coffee when they are slammed.

Great Service!

We had a great week at this resort. The service on the Hideaway side was absolutely amazing from the bartenders to the towel/pool attendants. The meals were great at the restaurants in the Hideaway side but also in the general resort area. We're foodies so delighted in the specialty restaurants and stayed clear of the buffet. We will be going back to this resort again!

Great time

3 rd time staying at Royalton and 2 Nd time at this one. Resort has everything you really need in vacation from plenty of restaurants and bars and variety of food. I did however find this time that the resort especially the bathrooms were not always clean. On top of that the coffee in the hideaway was usually empty. Unlike the Royalton in Punta Cana where they had the coffee and latte machines. Other than that been on several all inclusive vacations and feel Royalton is worth the cost.

Lovely Resort

The service was fantastic the place was very clean and the food was amazing but I found Hideaway was more for couples than adults .It is my second time at Royalton and I stayed at the regular section 5 years ago which I prefered .Next time I will use the extra money to upgrade my room at Royalton since it is closer to everything on the resort.

Not What I Expected

To start, when we booked on the Sunwing page, it showed that a lobster dinner on the beach was included and when I asked about it when we arrived the rep at the Hideaway office said it was not available. So, I spoke with my Sunwing rep and April from Tripcentral and after an hour of back and forth I was given 1 lobster tail that we had to split between the 2 of us at one of our dinners, not what I expected. Also on the Sunwing page when we booked, it showed a weekly champagne party on the Sky  [... read more]Terrace and that never happened, very disappointed. This is false advertising and has to be stopped. The food was average and the our orders were missed up numerous times, drinks were watered down and people we met on site complained about it. The beach was well maintained but was constantly hassled by vendors. Our room was on the mangroves side and had to keep our doors closed due to the smell and the sinks would not drain properly. I would not recommend this resort and it is not a 5 star.

Fantastic Resort

Loved this resort from start to finish. They truly treat you like Royalty, as first timers in Mexico we felt safe and welcome. From the airport shuttle to check in and check out the Royalton was very informative and make you feel at home. Great food with an abundance of variety. The entertainment was always top notch and the vibe team during the day kept you active and having a great time. The rooms were so comfortable and beds were great. Outdoor Jacuzzi terrace was great for mornings and eveni [... read more]ngs. The beaches were white sand with little to no sea weed. All in all, this was a great resort and would rate it absolutely 10/10. Will be returning on our next vacation!

No place to Hideaway!

This is a huge and very busy resort. There is always something going on and the pool area is very noisy. The Children's area was actually more to our liking because the adult party crowd was quite loud to be around. The beach area is more quiet, but some days too windy to sit there. The pool areas are so busy that we often could not find a place to sit. Our rooms faced the mangrove marsh and we could not use the balcony because of the strong sulphur smell. We were able to move my elderly pa [... read more]rents to a pool side room so that they could sit outside. This was much better for them, but still very noisy because of the pool activities. They didn't mind, found it entertaining. At least our mangrove facing room was quiet. We just couldn't use the balcony and so had to seek out common areas to be outside. The beach has a lot of seaweed which did not bother me as much as the plastic items that are washed up on the shore. So depressing. The resort is trying its best to reduce the use of plastic which is encouraging, but clearly the world plastic problem is affecting all shore lines around the world. The staff in this resort are the best I have ever encountered. Friendly, helpful, and genuinely caring about making your stay the best. The gym facilities are amazing and we enjoyed the group classes. The teachers are well trained and lovely people. The food was excellent overall. Again, it was very busy and so it required some wait time to get into restaurants. The rooms are clean, the beds are comfortable and the sheets and pillows were of good quality. The wifi was reliable through out the resort. The Pools were nicely maintained and the staff did a wipe down of all beach chairs every evening. This resort is super clean. If you're looking for a party, then this place is great. We were looking for a little more quiet and so would not recommend. Perhaps we were mislead by the "Hideaway" in the name. Incorporating some areas of quiet, sorting out the mangrove smell problem and cleaning up the beach would change my recommendation.

Great resort

Food and restaurant options are abundant. Lots of pools with swim up bars. The beach was just ok. Hotel rooms are excellent and service was also great. There wasn’t enough night life around the resort. Not really a party resort.