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Reviews (5,087)
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Reviewed 6 April 2018

My wife and I just returned and wish we had a couple of more days there. Service is great and the food was awesome. It's a paradise and has everything you need for a great escape and adventure if you're into that. Special shout out to Victor Magaña if you're ever at the hideaway pool - he is the man and provides excellent service. Henry the bartender is awesome as well. Very hard workers who care about their business.

  • Stayed: April 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank joeo1972
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 7 April 2018

Dear joeo1972
Thank you for taking the time to post those few lines about your recent stay Hideaway at Royalton on Tripadvisor.
I am delighted to know how much you enjoyed your stay with us and look forward to welcome you back in the near future for another memorable experience.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2018 via mobile

We cannot say enough nice things about this resort, everything was truly perfect. The staff from the minute we stepped out of our shuttle till the time we left exceeded all of our expectations.

Armondo, the gentleman that checked us in was very friendly and knowledgeable. He asked us about our stay and accommodated all of our needs and then some, our ocean view suite was spectacular. We watched the sunrise every morning.

Michelle and Evernesto, our butlers, were well worth the upgrade to Diamond Club! The took the time to listen to all of our request and needs and happily made them all happen. They had our coffee delivered every morning at a certain time, fresh tortilla chips and pico in our room when we returned from our daily escapades. The scheduled all of our reservations and checked on us daily, even if they had to find us on the beach. Two very hard working individuals who made our stay even more relaxing, we would strongly recommend our butlers to anyone.

Edwin, our beach waiter, AMAZING! He took care of us like we were his only customers although he was very busy keeping everyone happy on the beach. He actually went above and beyond getting us whatever we asked for. He remembered us after the first day and anticipated our needs the rest of the week.
The entire diamond club beach Hideaway bar staff we excellent!!

We highly recommend the Hideaway Royalton at Riviera Maya to everyone. You need to upgrade to the Diamond Club, you’ll have access to the entire resort and the Butlers will not disappoint. We are already planning our trip back.

Stayed: March 2018, travelled as a couple
1  Thank Scott C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 7 April 2018


Dear Scott C
Your comments are extremely important to us, as they motivate us to continue to improve our services. It's particularly pleasing to hear our team have an excellent service and we will ensure your feedback is passed on to them. Thank you for the compliments and recommendation about our Resort and we look forward for the opportunity to serve you again soon at Hideaway at Royalton.
Luxury Regards
Alfonso Lopez
General Manager

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Reviewed 5 April 2018

This was my first time visiting the Royalton and I was really pleased with my experience! We were upgraded to Hideaway upon arrival to the resort...Hideaway made all the difference! If I ever came back to stay, I would 100% choose the Hideaway option. We were there at the busy spring break season, so the resort was packed, but Hideaway still made us feel more secluded and relaxed. Here are some things we specifically liked:

The facilities: This resort is beautiful and our room (which was a junior luxury suite) was amazing and large. Every day it was cleaned beautifully. The pools were also amazing, and we spent about 99% of our time at them. The general appearance of the resort is really spectacular.

The service: We were blown away by the great service. We would always keep a few dollars with us for tipping, but regardless the people working were so kind and helpful and made our trip so fun. We especially want to thank HENRY at the Hideaway pool bar for his wonderful service!! He was the best! Also, thank you to MAURICIO and the rest of the men who were working with the towels and pool chairs at the Hideaway pool. They were always so helpful and kind. Also, the entertainment at the Hideaway pool, led by Javier, was great! We played pool volleyball just about every day.

Food: We stayed away from the buffet when possible and tried the different restaurants. The Carribean restaurant was great and our wait wasn't too long. We also enjoyed the Greek restaurant. But by far, hands down, our favorite restaurant was Dorado (the Hideaway-only restaurant).

My only major complaint is about the beach: If you are looking for a beach holiday, this is not the place for you! Especially not in the spring. The ocean was un-swimable due to the high levels of seaweed that was in the water and washed up onshore. That was unfortunate, but obviously not the resort's fault because they can't do much about it. I heard that different times of year are better for the beach here, because I guess the seaweed comes with different seasons. Luckily, the resort has a ton of great pools that really made up for this, so for us, it wasn't a big deal.

Thanks!

Room Tip: Use the room-selector tool if you don't want a view of Mangroves. We did have a view of the mangroves, but it was still nice.
  • Stayed: March 2018, travelled with friends
    • Location
    • Sleep Quality
    • Service
Thank Caitlin M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 6 April 2018

Dear Caitlin M
We are pleased that you enjoyed your stay with us.
We always work hard to make every moment special for our valuable guests, it is a pleasure for us to know how you enjoy our food.
We are pleased you enjoyed your stay and were so well looked after by the team here at Hideaway at Royalton. We are thrilled that our team seem to have made a great impression and we will surely extend your kudos to them. Look forward to seeing you again soon and to have the chance to try our unique services again soon.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

We really enjoyed our trip to this hotel. A little bump in the road at the beginning of the trip with a total mix up of the type of room we had paid for and where they put us, If you get a deluxe junior suite do not accept a room in Building 1 facing away from the pool as you will be looking at a fence and nothing but jungle and there is a horrible smell and the service carts go back and for there all day long! All deluxe junior suites face the back of the hotel and you cannot see any open or pool from them. We moved to Room 2221 and it was fabulous overlooking the Hideaway pool and facing the ocean. It was worth paying the extra to move to that room. The restaurant in the Hideaway section called Dorado Seafood & Grill C/X Culinary Experience was amazing. The food was excellent. The grilled lobster tails were delicious and everyone thoroughly enjoyed their meals as well! There was nothing on that menu that wasn't delicious! The main buffet at Gourmet Marche was outstanding. There was so much food to choose from that is was almost too overwhelming! The only drawback with this restaurant was way too many kids running around. We liked the Hideaway area as we wanted all-adult. All of the staff was courteous and was willing to help in any way, They had a fun evening of dinner on the beach with fire dancers that we really enjoyed as well. This would not be a hotel that we would revisit as we like to be at all-adult resorts for the privacy. We did enjoy the entertainment around the pool at the Hideaway during the day as it wasn't too much. The lunches at the Hideaway pool were very good with lots of guacamole as that's what I go to Mexico for! LOL Enjoy your stay at this resort.

Room Tip: If you want to be able to see a bit of the ocean room 2221 was great!
  • Stayed: March 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank 2BFIT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 6 April 2018

Dear 2BFIT
Thank you very much for taking the time to tell us about your experience at Hideaway at Royalton.
We are glad to hear that you like our luxury facilities, service and quality.
Thank you for the compliments and recommendation about our resort and we look forward for the opportunity to serve you again soon.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 April 2018

We had a room that over looked the Mangroves, there was a slight smell but nothing horrible. The worst thing was the road there that the staff used to bring trolly's etc. We like to sleep with the door open and we weren't able to do that because of the noise all night.
The beach has seaweed, and some days were worse then others but it isn't anything that the resort can control, and they were really good about clearing it as much as they could.
Thelma is the best waitress at the beach, she would come by frequently and bring us the lunch menu to check out.
Jose, Enrique and Angel are the best guys to get you set up and bring you dry towels when you need them.
Erika Rivera was our maid for most of our trip, and I always knew when it was her day off because our room was never as clean, she always did something special with balloons or something to jazz it up. She would also leave notes in the room and we could leave notes asking her for things like more shampoo or conditioner.
The best waiter at the Dorado for breakfast and lunch is Oscar, after our second visit for breakfast he knew I wanted Orange marmalade and not other jam, he would make sure it was at our table when we sat down and if not he would find it for me.
Our favorite restaurants were Hunter and Armadillo.
We didn't do the show at Zen this year but we did it last year and it was great. We did eat at Zen a la carte, the mains were good the starters were a little strange in comparison to what I am used to in regards to Sushi.
Opa was okay but not my favorite. Gratzi was good food however the service was so slow we didn't stay for dessert.
The buffett was excellent for both lunch and dinner. Lots of choices.

  • Stayed: March 2018, travelled as a couple
    • Value
    • Location
    • Service
Thank Fiona M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 6 April 2018

Dear Fiona M
Thank you very much for taking the time to tell us about your experience at Hideaway at Royalton.
We are glad to hear that you like our shows and live music also our excellent food from a la carte Restaurants. Your kind words motivate all our staff to work every day better in order to serve our guest as you describe. We look forward to welcome you once more to our Resort.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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