TripAdvisor Traveler Rating

We had a group of 23 adults and this was the perfect place for us to find space to join together or branch out separately. We saw mixed reviews obout the food and thought the food was well above average for an all inclusive. There were many options for restaurants and various dietary preferences. The adults only section was the best! We found the main pool very crowded and noisy but the Hideaway had a good mix of quiet and fun! We have been to many all inclusives and found the staff here to be exceptional, very kind attentive and genuinely seem happy. Would go back again. Downfall was the sargassum on the beautiful beach but they do a good job cleaning it up. Not the resorts fault at all just mother nature.

We loved every minute of our 2 week stay here. We had a swim out room and it was so nice to have our own pool, especially in the evenings. We had no problem booking restaurants through the app. We often checked the app and got a same day reservation for Hunters steakhouse. Every Staff member we met were amazing and so attentive, always friendly and helpful. We travelled from Ireland and are already planning on coming back next year! We stayed in the HideAway and appreciated the quieter reception area for check in! Things I would recommend: Bring straws. Ladies… bring sanitary products, the hotel shop is crazy prices! (Also Bring snacks for the room…it’s about $10 for a small bag of chips) Bring your own floaties for the pool! Don’t be worrying about sunbed wars. We went down at about 10-11am every morning and always got a sunbed! If you don’t want to do the buffet then Dorado’s is great for breakfast. We never had to wait but I have heard it gets busy! Taj- the Indian restaurant is amazing and in my opinion, underrated! If you have a late check out, the facilities for showering etc are amazing.

Like many people who have recently read reviews of this resort, we were anxious when a flurry of negative reviews appeared right before our holiday but we needn’t have been. This is not a boutique 5* hotel, it’s a large 5* resort catering for a huge amount of people and this needs to be a consideration for people booking and understanding their expectations. One of the best things for us - the transfer from the airport was less than 30 mins! Arriving at the hotel, check in took longer than usual as they were really thorough in explaining everything. We had Diamond club (DC) upgrade and we were whisked off as soon as we got off the transfer. Our room was perfectly allocated in building 1, overlooking the hideaway pool. We had a jacuzzi in the room and on the balcony. The balcony one was attractive before we arrived but in reality, it wasn’t used much in the 2 weeks we were there - we would book swim out next time. The hideaway pool was our preferred location during the day. Ana was our regular pool bar assistant and we were never without a drink. Her memory is amazing! The pool is spotless and we never failed to get a sun-bed here regardless of the time we arrived. Food - this was a bit of a mixed bag. Our DC butler booked reservations for Zen teppanyaki, Hunter and Grazie week one. We had no trouble rebooking for Zen ourselves week two via the app. Neither of us rated Hunters (which seems to go against other reviews!), Grazie was better for lunch than dinner. The experience at Zen was fabulous x2! The buffet is varied and good quality. While some reviews dislike the ‘queue’ system, we appreciated having the service and not feeling so much of a cattle market. Our favourite restaurant, Dorado, was a curve ball as neither of us eat fish but the other options available were fabulous. On our first visit they did not have what we ordered and Hectar did a fantastic job of encouraging us to stay and curated a main meal for me! We had a complimentary 50 min hydrotherapy session with DC and really enjoyed this - enough to be persuaded to rebook the ‘luxury hydrotherapy’ for week two - we did not pay the advertised rate, prices are definitely negotiable and this became one of our favourite parts of the holiday. We’re debated whether DC was worth it and concluded it was for us. Our butlers - particularly eduardo - were great and always went above and beyond. That said, we didn’t have any crazy requests (they definitely didn’t unpack for us or run us baths as I’ve seen can be the expectation) but we always had a fridge stocked with our preferences and timely room service. We tipped in $’s and staff were appreciative but I honestly don’t think it made a massive difference to service. The staff just work hard anyway. We definitely didn’t tip everytime or large amounts. We travelled from the UK with TUI - the flight was on time and comfortable but we admittedly booked premium for the first time. That was well worth the cost to us for the benefits including extra seat and leg room, airport lounge access, and additional 5kg luggage. Appreciate not everyone can do this but recommend if you can! At the hotel, we had far more communication with TUI reps than usual after an AirPod case went missing on a trip (left on the bus) - the reps, particularly JJ and Hayley, went well above and beyond to reunite us with the missing case, including in their own time. Amazing service! We also booked 2 trips through them and this was efficient and the information clear. We would 100% return. We almost rebooked while we were there but were considering other Royalton properties too.

I just completed my stay with your resort Royalton Hideaway and I had a few issues during our stay that left me uneasy. 1. The lack of activities on the property. The website stated we could have a pick of water activities but those were not available, I assume maybe because of the algae that was washing up on shore. Outside of the all white party one night and the foam party that didn’t go far during the day there was really no options on the property. 2. The algae build up, I’m pretty sure this is where the rotten egg smell we experienced everyday came from. Doing a little research when algae is built up and not safely it emits a toxin into the air that is not safe for those with respiratory issues. More than half my party (with non respiratory issues) developed some sort of sickness or rash while we stayed here. 3. One particular night (how I received this email to state my complaint) we visited Grazie and informed them we had a party of 10 but wouldn’t mind being split up if that was easier to accommodate but we were asked about reservations, which is odd because we were told only 2 places required resys and they were not one of them. So we oblige and go to make a reservation and we receive an error, we show the staff we’re receiving the error but just would like to be seated, again it didn’t matter where. We were told to go to guest services, I stayed while my friends went and a party came in with no reservations and were sat. 3. We went to 3 different guest services; the first people were at the check in lounge, super disrespectful people, smiling while taunting us in the middle of our frustrations. It felt as if he was not trying to figure out a solution but trying to build us out of character. Super frustrating when you’ve paid money to be in a place that clearly does not value you 4. 8/15 I call down to the front desk and ask what time does the sports bar close and we were told midnight, so we head over to get wings at 11pm and we were told that it was closed when we tried to order food. We stated we had just called down to the front desk and they said midnight but it was not midnight and yes they indeed closed down. The website stated they’re also supposed to be open at 11am, I went to them at 3 to avoid having the buffet again but it was dark, no lights, no TVs, no people at 3pm. The amount of times something was contradicted was more than a one off, this is a culture you have created. 5. Room service is either non existent or you have to order 3 hrs before you want the food. My room places an order our second night through the tv, someone called our room directly to confirm the order and told us 45 min to 1 hr, food came 2 hours later and was cold. Another room called for tea and hot water, it never showed. 5. When we went to complain and get a resolution for the restaurant debacle we were given a fake email address. The only reason I’m bringing this to a public review is because of the audacity. Over all the experience my party had was unacceptable, the staff ruined what was supposed to be a great weekend of celebration and we didn’t have any of that. This resort was not all inclusive by far, things closing in the middle of the day, the runaround with the dinner options, 6ft wide algae building up so far by the time we touched the water you would misstep and immediately be knee deep. SAVE YOUR MONEY AND GO ANYWHERE ELSE, Dreams Resort was actually amazing experience, give them a try. This place was a huge disappointment

Great Adults-Only Getaway — Beautiful Resort With a Few Areas to Improve We recently spent four nights at Hideaway at Royalton Riviera Cancun with a group of six and overall had a very enjoyable trip. The resort itself is beautiful, with great pools, plenty of places to eat and drink, and a relaxing adults-only atmosphere in the Hideaway section. The Hideaway pool was one of the highlights of the trip. It had a great adults-only atmosphere and was a perfect place to spend the day relaxing. The Hideaway pool bar was also excellent, with friendly service and easy access to drinks without having to leave the pool area. We spent a lot of our time there and really enjoyed it. We were also very happy with the food overall. Dorado was a favorite for both breakfast and lunch and was a great option when we wanted something more relaxed than the main buffet. The hibachi experience was a lot of fun — very entertaining and a great dinner for our group. The main buffet had an outstanding number of options. There really was something for everyone, and the taco station was excellent and one of our favorites. We also appreciated having late-night room service available. It was a nice option after a long day when we wanted something to eat without heading back out. We had heard about a late-night taco truck as another option, but we were never able to find it. One area that definitely needs improvement is communication about restaurant reservations and dining options in general. It was not made clear enough at check-in which restaurants required reservations, which accepted walk-ins, how and when reservations needed to be made, or where some of the late-night food options were located. With so many dining choices, guests should receive a simple guide at check-in explaining restaurants, reservation requirements, hours, and locations. Overall, we had a great trip and would consider returning. The Hideaway pool and pool bar were standout parts of the experience, and we were impressed with the variety of food throughout the resort. Dorado, the hibachi experience, the buffet — especially the taco station — and the convenience of late-night room service were all highlights for our group. Overall: 4/5