Park Royal Beach Cancun — Hotel in Cancún

0 Rating! NOBODY HERE CARES! Do not stay here! My husband and our two children stayed here with a group of 24 others for our nephew's graduation last week 07/23/24 to 07/27/2024. When we booked our reservation online, we had booked a suite that had a balcony. When we arrived no balcony was available and we were give the family deluxe room. Upon arriving in our room 1507, we found cockroaches in the fridge, in the shower, the bedrooms and both bathrooms. The room also smelled like mold when we entered. We made the hotel staff aware after walking into our room and their only response was that no other rooms were available and that we could check back in two days to see if any other rooms were available. My mother and father stayed in the hotel along with all our other extended family, and each of their rooms had issues too! My mother went to take a shower the first night and her shower head popped off and began to flood the entire bathroom. Her AC also didn't work for a full day and it was almost 95 degrees that day. When she complained, she was given the same answer. With regard to the rooms, besides being infested with cockroaches, the hot water didn't work for two days and the cold didn't work for a day. First evening, after the nonsense of the hotel check-in process, we went down to the buffet with our kiddos because there was no dinner reservations available until Friday of that week, mind you, it's Tuesday. Our two kiddos returned from the buffet and said, it had bugs all over it, what should we do? Thinking they were exaggerating, both my husband and I went up and verified that there were bugs on absolutely everything! Flies, Fruit Flies, and cockroaches under the food tables. I know we're in Mexico but this was an indoor buffet and at every other hotel we've stayed at (6 others to be precise in Cancun Hotel Zone) we have NEVER encountered anything like this! We left immediately and went across the street to Johnny Rockets to get our kiddos food. When we returned my husband spoke with the supervisor and his response was, I'll get you in contact with the food supervisor. Theresa, the food supervisor, was extremely nice and apologetic and offered to make reservations for us at the Italian Restaurant Wednesday night and the Sea food restaurant on Friday evening, as we had plans for Thursday at Xplor Fuego. The Italian Restaurant was extremely exceptional! Israel, Roberto, and Antonio provided the most amazing level of experience and this was the only thing that was great at this hotel. After returning from johnny rockets on Tuesday, we found more cockroaches in our room (pics attached). The next day (Wednesday) we went to the pool and couldn't obtain a drink. The adult pool was filled with kids, which wasn't supposed to happen, and each bar only had 1 bartender. The wait for our family to get drinks sometimes turned into a 30 minute ordeal for one round. The kids pool was green with algae and the main pool was disgusting with dirt and grime that would be scraped out every couple hours by a pool attendant. The pool was also so dirty that you could barely see your feet when looking down in the 4 foot area. We did look for other accommodations within Cancún but due to the immediate need the cost was approximately 4K to switch and we were advised NO COMPENSATION would be refunded for our current stay. Along with no refunds given, we weren't offered ANY sort of MONETARY COMPENSATION. The day of checkout, my daughter ended up with an ear infection and we went down to the front desk to ask for a traveling medic. The front desk advised my husband that someone would reach out to us within 15 minutes and no one ever called or came to our room. Our MTS transfer to the airport never showed up, and we were forced to take a taxi to ensure we didn't miss our flights. The hotel staff was extremely unhelpful, unapologetic (besides Theresa) and I would avoid ever staying here when you have so many other wonderful options. AVOID! WE TRAVEL Constantly and have a TIKTOK page that we will be uploading...

First off, this hotel buys reviews and they're all fake. How can I prove this you ask? How can it be that a low tier hotel like this gets multiple 5 star reviews every single day. I did research and I looked at other hotel brands in cancun, especially big name brands like Hilton, Hyatt, and none of them get multiple reviews every single day like this hotel. Seems pretty odd to me. Plus it's funny how the reviews get posted at the same time. Not sporadically throughout the day. When you read the reviews search them by newest first.

Our experience at this hotel has been awful! When we checked into the room the AC was dripping and my son slipped and hurt himself. To the hotels credit a maintenance worker did come up and fix the issue. The room was decent but the beds are hard as a rock. I understand that they purchase mattresses for high usage but would it hurt them to put a mattress pad on top of them. We have four adults and two kids staying in the room. The L couch in the room is supposed to sleep two people. There were no sheets or pillows in the room for this L couch. We requested sheets and pillows and they only brought us one. So one person sleeps on the stained part of the couch. Plus we have to use the decorative pillows on the couch to sleep on.

Amenities. The hotel is small there's only two elevators to go up 10 floors. The main pool is not heated so it's cold when you first get in. To their credit the kids pool area is great. My kids spent their whole first day there. There's an adult pool but there are no frills.

Food and drinks. This is where it gets bad. There is a buffet that pretty much serves the same food every single day. Very bland and sometimes mysterious. There are no kids options when it comes to food. You know what kids eat. They want chicken tenders, pizza, sliders, etc. if there is anything for them it's going to be a quesadilla and balls of potatoes. There are two restaurants one Italian and one Mexican that offer dinner service. But good luck getting a reservation. You have to use this stupid app at 4:00 to make a reservation. By 4:01 they're all taken. So guess what, you have to eat at the buffet again. The drinks at the bar are horrible. They barely put any alcohol in the drinks. If you get a pina colada it's a little bit of rum and all pina colada mix. Gross. When asking them to make it a double, they don't. You're better off going to the supermarket and buying your own alcohol and making your own drinks. Also, there are no ice machines. In the lobby they have another bar with a big coffee machine. You would think that they would have a barista preparing coffee in the morning. But no, the bartender doesn't show up till noon. Who wants to have hot coffee when it's 85° and humid outside at noon. You're only option for coffee is to go to the buffet restaurant and ask them for a coffee. We ended up going across the street to La Isla for Starbucks. There is a snack stand by the pool that makes hot dogs hamburgers and quesadillas. But somehow they always run out of french fries. So you end up eating your burger with tortilla chips.

The workers in the restaurants do work hard. If you ask them for something they are quick to bring it out to you.

Here's where our trip went to hell. 5 out of 6 of us ended up getting food poisoning. Do you have any idea what it's like dealing with two boys (4 and 8) with food poisoning? Here's a tip if you are going to eat at the buffet don't eat anything chicken based. Stick with red meat if it's available. We only got to use the pool for the first 2 days the last 4 days have been spent in the hotel room.

Proceed with caution, I suggest reading the one-star reviews for this property. Don't believe all the fake five-star reviews. Book at your own risk and do your research before choosing this hotel.

I can't...

I booked an all-inclusive vacation at the Royal Park Cancun, expecting a relaxing and enjoyable stay. Unfortunately, my experience was far from what I had hoped for, and I encountered numerous issues that severely impacted my vacation.

Lack of Disclosure and Ongoing Remodeling: Upon arrival, we were shocked to discover that the hotel was undergoing remodeling. This crucial information was not disclosed at the time of booking. Only one of the two pools was available, significantly limiting our options for relaxation. Since only one pool was open, it was impossible for the staff to keep it clean, as the entire hotel had to use the same pool.

Health and Safety Concerns: On the day of our arrival, the hotel was painting doors with oil-based paint, which emitted a very strong smell. As an asthmatic, the fumes made me sick, and it was unbearable for my baby as well. The lack of consideration for guests with health issues was alarming.

Poor Quality Food and Hygiene Issues: The food was horrible, and if you arrived late, there was hardly anything left to eat. Moreover, the staff handling the food did not wear gloves, raising serious hygiene concerns. The lack of proper food handling protocols was unacceptable.

Inadequate Service and Amenities: We purchased an excursion through the hotel and needed towels for the trip. Despite being told to pick them up at the lobby, the concierge service was not open when we arrived at 6:50 AM, forcing us to leave without towels. Out of the four rooms we booked, at least two had malfunctioning AC units. The condition of the rooms was subpar; mine was particularly disgusting with a yellow, moldy tub and poor cleanliness overall.

Housekeeping and Maintenance Issues: I requested bags for dirty diapers due to traveling with my toddler, but the room service staff failed to take out the trash. They also removed hand towels without replacing them. One of the other rooms we booked had a leak in the ceiling, further highlighting the poor maintenance of the facilities.

Elevator Issues and Poor Drink Quality: The elevators were mostly not working, which made it a pain to wait in line to get to and from our room. Additionally, the drinks at the bars were not good at all. I have had better-tasting medicine than what was offered at their bars.

Environmental Claims and Pricing: The hotel claims to be going green to reduce plastic consumption, yet they sell bottles of water at a ridiculous price. During our stay, we spent over $120 on water alone. It seems their 'green' initiative is more about profiting from high-priced bottled water rather than genuine environmental concern. This is particularly disappointing considering they advertise as an 'all-inclusive' resort.

Health Impact Post-Vacation: After returning home, I had to take my son to the hospital due to serious stomach issues and a persistent fever. We are currently awaiting stool sample results to confirm a diagnosis. This health scare added to the distress of our already terrible vacation experience.

Positive Aspects: The only redeeming features of our stay were the entertainment crew and a few exceptional staff members. Manuel and Usiel did an excellent job keeping guests entertained, and Dixon was an amazing waiter. A special thanks to Adri, the omelette lady, for preparing the only decent meal I had during my stay.

Conclusion: Overall, this vacation was a nightmare. I have never felt so disappointed and eager for a vacation to end. The lack of disclosure about remodeling, poor quality food, inadequate service, elevator issues, pricing issues, and health concerns made this the worst vacation I have ever experienced. I would not recommend the Royal Park Cancun Resort to anyone, especially families with young children or individuals with...