Hideaway at Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21431 reviews

• 

  Highly recommend this resort

  We just returned from a week at this resort and had a great time and were impressed with the resort especially after reading through the reviews on trip advisor. The rooms were clean and housekeeping did an amazing job each day restocking and refreshing! The AC in the rooms work great! The dinner reservation booking system on the app is challenging- we had a group of 8 - our work around was that one of us would book seating for 4 around midnight and then we would go to the restaurant around 5 to update the booking! The Zen restaurant was the most challenging to find space, so we opted to purchase a bottle of wine to get 8 of us in and it was 100% worth it! We ate at a different spot each night, it’s a bit of work to get in, but manageable. Smaller groups would be easier to manage space with, but sparing 15 minutes during the day to connect with them about your reservation we had no issues. We tipped in pesos - but it was sometimes challenging to get smaller bills. The casino was able to break some larger bills for us and the servers were also able to break larger bills when asked. The chair game is real at the pools and beach! We found going down early, around 8 was helpful. Kindness goes along way. There is a random smell here and there at the resort but I think it’s their water treatment system! It’s manageable and I found it to be mostly at the buffet. All in all, I’m glad we gave this resort a chance even after all the negative reviews on trip advisor! It’s a beautiful resort, well kept, great staff, beautiful beach, nice pools and I was very happy with our stay!

  Feb 21, 2025
• 

  Worse resort to stay at

  Traveled with two other couples. The checkin is horrible, we arrived at 11am weren’t able to get in our rooms til after 3:30. First day was pretty much wasted in the lobby. Never been to a resort where you have to make reservations for EVERY dinner, that’s if you’re lucky to get one. Our uncle, who is 84 in a wheelchair was treated so horribly by staff at the buffet because he forgot to where a shirt with sleeves. He got his food and sat down to eat and the manager came over to him and asked him to leave the restaurant. So unprofessional! It was a buffet not a five star dinner! They could’ve let him finish his dinner with a suggestion of proper shirt attire for next time. We had finally achieved to get 5 dinner reservations. After taking the option of sitting in a 2 hr marketing seminar for help with our reservations. Yes, you have to make reservations for every night no matter which restaurant other than the buffet. Out of the 5 we were able to eat at one. The hunter, very good food and service. The others we stood around for an hour “with a reservation”, and ended up leaving and eating at the buffet. The room service for linen and cleaning weren’t too bad. We didn’t like the maids always rearranging our personal items or in my case, I brought metal straw for which it disappeared while we were at breakfast. Other resorts we never had to pay for a wheelchair, this is a first. We always went with Sandals, this is the first we tried somewhere different. NEVER again will we do that. This place is a joke! I would never ever recommend this resort to anyone! Not to mention the almost$500 upgrade we payed only to find out it only gave us 1 extra restaurant option.

  Feb 21, 2025
• 

  Great 4 Star close to 5 stars

  There is lots to like about this resort, the positives far out weigh the negatives. Visited mid February & weather was excellent, 29-30 Celsius or 86f Check in was quick & easy , Room was nice , large and comfortable, In room facilities also very good , Sea view rooms are limited due to the design , most rooms face the mangroves , Various large pools & swim up bars , all very good and the staff work hard. Buffet is very good with various live cooking stations . Al a carte restaurants are mostly good with good service , zen was best , the Tappenyaki was really good experience Drinks and cocktails around the resort are good (could be better) drinks menu is lacking round the pools and bars so people just shout out drinks and hope for the best There is a coffee shop as part of the AI Package, nice touch by the hotel we thought , Nice coffee machine in the room too Pool area in the main pool does lots of day time activities and entertainment through the evening is ok. Resort is clean and lobby area is amazing , some of the walk ways internally could do with a lick of paint , We booked 2 excursions through the hotel guys and both were great value , Coco Bongo .. great night out Catermaran boat trip to Isla Mujeres Both great trips and well organised Few improvements points Booking of al a carte restaurants is painfully annoying.. the guest services desk was full of people complaining about this .. Hotel wine selection is very poor , house wine terrible . Come on Royalton , this is an easy fix to have main stream good wine , not the local stuff that’s terrible Occasionally the daily room service would forget to replace coffee and mini bar , Scramble for Sun beds .. daily people have there towels out by 7am . Then don’t turn up till after lunch , leaving many guests without a base to keep there belongings and the pool staff don’t do anything about it The plastics cups used around the pools & main bar near the pool, they need to wash them better .. often undertones of Tequila in your none tequila drink , so we brought our own cups and used those , most people do this around the resort , much more hygienic too Branded drinks are not poured unless you constantly request them, they give you the cheap rubbish instead, or tell you they have run out These are minor complaints, overall the stay was very good and would definitely recommend a vacation here

  Feb 21, 2025
• 

  Terrible!! Ready to leave 10 minutes after check in

  My first night here and I’m already regretting this!! Everyone here is has a small cough. First!! I’m the room description it says “Luxury Junior suite” had a swim out pool. So I booked it. It also said that it had 2 beds. When I was checking in he told me that I wouldn’t get 2 beds because the hideaway part is usually for couples. Ok. Fine. Then he tells me that my room is ill not have a swim out because I didn’t click something. Ok fine. So now I’ll just go eat. Welp! You have to reserve everything for dinner. That’s fine too but all the restaurants said said they were all booked for the entire weekend. So the only place I could eat is at a buffet place. I go there. It’s was good! Then I go to my room and it’s freezing and this fun is going over my bed. I cannot sleep like that! Remember I said everyone had a cough? So no one can help me about the temperature. They keep telling me to use this app. Now I’m not the most tech savvy person but I’m 44 so I do know how to use apps!! So I can never find where to change the temp. I go to the chat and try to get help. They tell me that the temperature is on the tv screen. Can’t find that either. Then I order room service and it came cold!! I ask the guy delivering the did if he could turn the air or fan off. He doesn’t know either. I just hate this place already and I have 4 more days here!! Oh!! And forget about the drinks!! Absolutely NO ALCOHOL in them! Everything is done through an app that doesn’t work!

  Feb 20, 2025
• 

  Disappearing Visit

  Day two of my 10 day stay at the Royalton Rivera Cancun. This is my 3rd stay in 5 years and probably my last if things don’t improve. It’s been very disappointing so far. The resort seems to be in steady decline since Marriott took over. I always upgrade to the diamond club. I don’t know why because you get almost nothing for your additional expense. The butlers make different dinner reservations but it’s very difficult to get an acceptable time. I asked for and paid extra for an ocean view. I have a partial ocean view if I sit on my balcony (something I’m not inclined to do). We went to the Diamond Club Beach Bar for lunch. I asked the waiter could he give me something to clean the dirty table ( every table on the deck was dirty). I was willing to do the work. He said yes than promptly ignored me. There use to be a nice grill at the bar for lunch now it’s a mediocre truck with reheated food. They use to provide bottled water. Now you get a a cup of water. I’ll keep you posted on days 3 and 4. I hope things prove or it’s going to be a long week.

  Feb 20, 2025