TripAdvisor Traveler Rating

Raul de la Cruz el chef « armadillo restaurant » is the best!!! He take care of my fish allergies. The food were amazing!!! Thanks to Estanislao the server take care too. I highly recommand this restaurant. Gracias por todo :)

Diana in the hideaway beach was amazing! Jacinto y Angel in the pool was were great so far an amazing vacation she made sure we were happy at all times

This was our fourth time coming to Royalton, and our first since the remodel and updated management and from the beginning it was a different experience. All of the following has never happened: Right off the bat before we even got our room number we were being aggressively pitched for a time share meeting, we were stopped by the time share agents dozens of times when we passed by their table that was unfortunately right in front of the check-in desk so they were difficult to avoid. When we got to our room, the deadbolt did not work. We were willing to let it go since the doors had hook locks. We booked a luxury suite with a jacuzzi tub, the water in the tub was lukewarm at its peak. Annoying. We went to dinner, came back, and the shower was also lukewarm about two hours later. At this point I attempted to call the front desk, guest services, anyone, to complain, no one picked up. So I walked to the desk nearly on the opposite side of the resort to verbalize my concerns. The staff assured me they’d send a maintenance worker out and they’d arrive between an hour or two. Two hours passed, we literally sat waiting for two hours for someone to come. No one came. I tried to call again, several lines, multiple times, no one picked up. I again, walked to the desk to inform them that maintenance never showed up. They told me they didn’t know what happened but that they’d send someone else. At this point I went to guest services to further my complain because I did not have confidence in the staff on shift at the desk, and I’m glad I did because there I found out that a service request was never put in for our room even after my second visit. At this point, I set up an actual service request and the guest services staff member gave me his WhatsApp contact for a direct line, he assured me they’d show up in 10-15 minutes. 30 minutes later, someone shows up, tests our water which was now conveniently at a normal temperature, and cannot figure out why our door wont lock. They leave without saying anything more. Another 20 minutes pass and the star of the show appears to finally put a cherry atop our cake of a first day. “Maria” walks into our room with a cold attitude, inspects our lock, and shoves her shoulder into the door like an NFL linebacker to turn the lock. She then spent legitimately the next 5 minutes in our room repeatedly doing the same motion in a mocking and demeaning manner over, and over, and over again, taking a break in between to text someone on her phone. We repeatedly say “Okay great thanks” in some form or fashion, attempting to usher her out of our room as at this point it was nearly 11:00 PM (mind you my first complaint was 4 hours prior). She continues to shove at the door like Prime Ray Lewis as if its normal for a door to require a bench press to lock, while saying “See? Like this” “See? Like this”, and finally leaves after she was satisfied, much past her welcome. Pretty much the most insane display of “customer service” I have ever seen. We were very excited to celebrate our engagement at the resort we have loved for several years. (Also mentioned this to several staff members upon check-in and never got the welcome banner, who cares genuinely but saying that to point out the fact they have stopped caring, as we got a banner for mentioning our anniversary as boyfriend and girlfriend the last time we came). It’s clear it’s not the same place it was our last visit. The loving and caring staff we grew accustomed to have been replaced with careless robots overseen by money-hungry executives who have appeared to raise prices for services around the resort like the massages we booked that appear to be much more expensive than we remembered. I would like management at this resort to understand that we have spent our last dollar here. We left Secrets Tulum to come here and are now spending our night seeing if we could go back. Insane experience.

We visited to celebrate my mother-in-law’s 50th anniversary and had hoped to arrange a special dinner for our family of 13. Unfortunately, booking an anniversary dinner was extremely difficult. We contacted guest services multiple times, but no one was able to help. Instead, it felt like we were repeatedly being upsold on additional services just to get assistance with one dinner. In the end, we were unable to have a family dinner together at all, which was very disappointing for such an important milestone. There were also some room safety issues. Our room did not have a safety latch, and the balcony door had no lock. We had to request repairs twice before the issue was resolved. On a positive note, the food overall was good. The buffet was large and nicely done. I would not recommend the Zen restaurant due to very slow service, but Hunter’s was a good experience. We also want to recognize Jose, our server at Armadillo Tex-Mex, who provided very friendly service. The food there was really enjoyable. For other restaurant i can't say anything as we could not get in to any other. Working staff is amazing everywhere.

Very good service, very polite and professional and like the vibe, marcelino is very nice and liked the service is top notch, i really recommend visit there i went daily when i was there.