TripAdvisor Traveler Rating

This was our third visit here in the last three years, and we were happy to see the beautiful renovations. The resort was already very nice, but the updates made it even better. Our butlers, Fabian and Cesar, were amazing—super friendly, knowledgeable, and always responsive whenever we needed anything. The nightly entertainment was enjoyable, and the food was good overall. Most of the restaurants were excellent; however, we wouldn’t recommend the steakhouse. The casino is fun and well run, and the Diamond Club is definitely the way to go—it’s well worth the upgrade. At the Diamond Club pool, Juan and Aldo were top-notch and incredibly helpful. Tania and Fernando were also efficient and friendly every day we saw them. Service has greatly improved compared to our stay in 2025, which was nice to see. Although we didn’t use the spa this time, the facilities are beautiful and well maintained. The resort is conveniently located only about 15–20 minutes from the Cancun airport, which makes travel easy. The beach has also improved with the addition of a seawall barrier that helps minimize waves and seaweed. There is still some seaweed, but the staff works hard to clean it up daily. The beach lounge chairs are comfortable, and the beach bars are great as well. Overall, another very enjoyable stay.

Without a doubt, this was the worst Marriott property I have ever experienced. It is honestly embarrassing for the Marriott name to be attached to this hotel. My wife and I checked in and upon arriving at the room, the keys had not even been programmed. Luckily the bellman was still with us and was able to let us in. When we entered the room we were immediately hit with a foul and overwhelming odor. The furniture was worn and damaged, there was mold in the corners, and the caulking looked as though it had been done by someone with no basic maintenance experience. Despite this, we decided to give the hotel a chance. Unfortunately things only got worse. About 25 minutes after checking in we went to the sports bar for something to eat. The wait time was approximately 50 minutes and the food that finally arrived was some of the most inedible food we have ever been served. Items were incorrect and clearly not prepared with any level of quality. At that point we immediately decided to check out and leave the property. We will absolutely never return. To make matters worse, we had two separate reservations. One reservation was made with Marriott Bonvoy points and those points were eventually returned. The second reservation was paid with my credit card for a stay two days later. I cancelled that reservation well within the hotel’s cancellation policy deadline, yet my card was still charged. I have followed up multiple times to resolve this issue and have received no response. This experience was unacceptable from start to finish and completely below any standard I would expect from a Marriott branded property.

We recently stayed at the resort and were impressed by the beautiful property and facilities. However, our overall experience was disappointing. Before our arrival, we had made special arrangements for our anniversary, which the resort team confirmed in advance. Unfortunately, nothing was prepared on the day itself, even after we reminded the staff during our stay. This was quite disheartening, as the day was meant to be special for us. Additionally, room service was slow to respond. For example, we requested mosquito repellent spray and had to follow up several times — it took nearly a full day before the issue was resolved. The resort certainly has great potential, and we appreciated its amenities and scenic setting. We hope management focuses on improving attentiveness to guest requests and response times so that future guests can enjoy the experience the property promises.

The Royalton is a beautiful resort.. Everything seems to be updated from the recent construction they had. There are no signs left of any construction. We spent a lot of time at the Diamond Club pool, which was very nice. It had a quiet atmosphere with plenty of younger children. If you want to reserve a chair by the pool, you have to get down there early. If you leave your stuff there, they try to enforce the rule that you can only be gone for an hour before they’ll give the chair away. The Hideaway side seems to have a lot more music with a younger crowd . So I guess it depends on what you’re looking for. The the room that we had was exceptionally clean with an ocean view. Everything worked fine and we had absolutely no issues. The restaurants were good, but getting a reservation was a lot of work even with a Butler. Our butlers were Michelle and Aldo and they pretty much checked in with us every day and did everything they could to help us with reservations. Still even with Three days in advance notice it was still hard to get a time other than 5 o’clock or 9 o’clock. So plan ahead if you can I’d like to mention some people who helped make our trip even more enjoyable . At the Diamond Club pool The Jefa Raquel Cruz along with Juan, C and Aldo put in a great effort to make sure everybody was well attended by the pool. Special shout out to Juve who did a great job handling our drink orders along with Carlos and Alejandro. The whole crew by the pool really went out of their way. At the restaurants there were some exceptional servers. Berenice at Armadillo Veronica at Agave Moises at Grazie And finally at the check-in, both Ericks helped us with some small issues that we had. Including a room change. It really made our week more enjoyable. I guess the biggest compliment you can give is that we would love to return someday.

Armando Meza is amazing service!!!! We love him ??