Hideaway at Royalton Riviera Cancun

Just got back from Mexico on Monday, yesterday.. after a stay of 10 days. Also, my first review ever! Leaving one because of such a great impression! It was hard to leave... my sister with her husband and myself, we stayed in the Hideaway section of Royalton. The service here was absolutely amazing! Everyone is always so fresh - don’t know how they do it in the heat! They’re always joyful! The staff are so attentive, so caring and respectful, kind and helpful! I felt like royalty! I would come back here even just for the staff.. Manuel, Rafael, Haimer and Carlos at Caribbean along with Arturo, Alfonso and Jose at the beach - they were all just exceptional! it wasn’t easy saying goodbyes cause of the connections we’ve made with them - If any of you are reading this - miss you caballeros!! In regards to the beach, there’s a lot of beach space!! It’s a beautiful photogenic beach.. plenty of hammocks more inland from the beach and each one with its own personal quiet space.. staff are always cleaning any seaweed if any comes up! Our last 5-6 days the water was so nice, turquoise and crystal! We could see to the very bottom.. yes there was seaweed the first few days but we did arrive right after a hurricane went through.. and like I mentioned, they’re always cleaning up what can be. If the seaweed is bothersome for you still, there are plenty of different pools! Some are more quiet pools and some more active.. our favorite was the ocean view/overlooking pool by the Caribbean grill! They have nightly entertainment every evening and the shows are really good!! I appreciated how they had consistent scheduled time slots for entertainment every day. Made dinner planning more easy that way. I enjoyed the entertainment here more than at a different resort I was at. Many times, my jaw just dropped at what we’d see! Food was absolutely incredible!! I went to get Taco Johns today here cause I was craving me some Mexican food already and, of course it was no where close to a match! I had a rooftop jacuzzi and even though I didn’t get to use it too much cause there’s so much to do and enjoy on the resort but we did end up using it once and it was awesome!! Sat there in a hot bubbling tub while watching the sunset... very peaceful! Overall, out of 5 stars, would give a 5+ star rating for sure..

So this is our second time staying at Royalton. Last year we stayed at the Royalton Cancun and it was excellent from the service we received to the room. This year we choose hideaway due to the great experience the other Royalton. Never again! The Check in process was frustrating. Took us 35 mins of standing in line before we even spoke to anyone. The staff upon arriving was not very friendly. They took us through the sanitation steps and basically dumped us in line to check in. Our room is a bit out dated and not to mention the walk to get to the hideaway part. We got the diamond club because we were told we get a special menu and accommodations. We never met our butler yesterday and I had to call to set a time for her to come this morning. There is no special room service menu and as a matter of fact there are only four entrees on the room service menu. I don’t even want to discuss the breakfast menu :( . The pool closes at seven “for cleaning”. We get that covid has changed a few things but we travel all the time and just last month we went to Cabo and were treated 150% better! I feel bad because this is a birthday trip for my boyfriend and I can see the disappointment in his face. I believe our expectations were high due to the other Royalton Cancun. If you planning to visit I would not pay extra for diamond club since I have yet to see what extra it gives you. So far the wait staff at the seafood restaurant was friendly but as of now that’s the only positive I can give. I keep thinking we are just use to friendlier staff and better accommodations. Hopefully I can update with a better ending.