Royalton Hideaway Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino - Adults Only — Hotel in Quintana Roo

The hotel is going to close for a 3 month renovation 2 days after we left so some comments may reflect this and will be fixed for when the resort opens again.||Negatives:|The biggest issue we had by far were the American guests in this resort. I was horrified by how loud, obnoxious and generally bad mannered they were. They were extremely dismissive of staff as they tried to enforce rules including covering up to go to the restaurants. One night in the Mexican restaurant a group of women similar age to us (early 30s) thought it was acceptable to blast music on their phone disturbing everyone else. And finally we actually couldn’t believe how bad the American guests were at tipping. They had the waiters and the bar staff bending over backwards doing more than what was expected and they didn’t show any appreciation, surprising considering how ingrained tipping is in their culture.||A lot of the food is very sweet. The food in the steak house unfortunately was not to our tastes at all and we weren’t able to eat it. The staff in the restaurant were extremely apologetic and went out of their way to be accommodating.||The Hideaway in my experience is often quieter and more relaxed part of the hotel. This wasn’t the case, the main pool definitely had a more relaxed atmosphere, although we did end up by the beach/on the beach which was much quieter.||On to the positives now which far outweighed the negatives|Positives:|I can’t begin to explain how hard the staff at this hotel work. They’re non stop, respectful, friendly and kind. There wasn’t a single staff member that we could say a bad word about and we would love to recognise them all however, there are a few that really stood out to us, the first is Juan Torres, a waiter in the buffet who remembered us every breakfast and lunch time. Had our drinks ready for us and became a friend over our time there. He was teaching a newer waiter Eliel (who was also very sweet) and he showed a lot of patience and kindness and you could tell he just wanted to do the best job. Jesus at the main buffet is also fantastic and it was great to see the camaraderie between the waiters. Veronica in the Agave (Mexican) restaurant and Luis and Ricardo in the Indian restaurant were also incredibly friendly and hospitable. Joel the pool waiter in the Hideaway was incredible, he didn’t stop doing laps checking in on everyone and making sure we were never without a drink in our hand.||Food:|Our favourite was the Indian, incredible flavour and a lot of it! The Mexican restaurant was a close second for us. The food in the buffet was amazing, for variety, and quality we went the buffet every morning and lunch time and we would always walk out satisfied. (The only recommendations would be to have plate warmers in buffet so the food stays hot).|Lots of bars with a range of cocktails and we use the cafe for coffee, cake and ice cream regularly too. Plenty of choice for everyone.||Pool/Beach:|No towel cards! Our towels were rolled up on the beds every morning so you didn’t have to mess about queuing for a towel. There were also plenty of extras on the towel stand too. People didn’t generally get to the Hideaway pool until about 11 so there was plenty of opportunities to grab a good spot. |The beach is lovely. A bit of seaweed but not excessive and definitely not enough to put you off from spending the day there. The water is lovely and warm although it’s not clear the sand is picked up by the waves. I would recommend having some parasols on the beach as the palm trees didn’t offer enough shade for the whole day.||Room:|Lovely and clean. Minibar restocked daily and we were also given extra bottles of water as we went through so much. The bed was excellent, slept really well every night and the black out curtains did their job. It would have been great to have extra storage space but wasn’t a deal breaker. We had no issues with noise and all the entertainment stopped by 10:30 so no problems with getting an early night if you wanted to.||Check in and out was very easy, we were disappointed that the WiFi stopped on check out, it would have been great for there to be a guest option as we didn’t leave for a few hours...

Sharing an objective experience of my stay with the pros and cons of this hotel. Transparently, although we would never stay at this hotel again, some people in my party are coming back to give it another chance in the summer.

CONS: -The Hideaway adults-only pool is CLOSED for maintenance and they do not tell you this when booking or checking in. We luckily were upgraded to Diamond. Other people in our party were not upgraded and they were very upset. We specifically booked adults only so we didn’t have to be near kids. -My boyfriend got food poisoning from the Salad at Hunter steakhouse. -The sheets in the room were stained, the trash can in our room was full from previous stay, and the water stinks when showering. -The bathrooms throughout the property take a few seconds to flush so you need to hold the button down for long. -If you have Diamond, you can only get premium alcohol in certain bars. It’s annoying you can’t get it everywhere especially since the premium pools are closed. -There are mosquitos during this time of the year and they easily get into the room, although it’s not clear how. They’re also prevalent throughout the property. -Our room didn’t smell, like other people shared in their reviews, but there were moments where you could smell the stank from the mangroves. I imagine it depends where your room is. -The staff hardly had change so some days we could tip, and other days we couldn’t get change for a $20 bill. Really a shame bc the staff deserve to be tipped -There’s no DND sign for the room -Beds are meh, pillows suck, and room is generally not comfortable. Again, we were in Diamond, which is nicest part of resort and it was not comfortable. -Some of the cafe food would say “Beef Sandwich” and then the staff would serve it to you and there would be nothing inside the sandwich. Just two slices of bread lol…this happened twice. -The communication of management is so subpar it’s hard to even comprehend. Like i can’t even describe how bad this has been. Since my boyfriend has gotten food poisoning, it has been a MISSION to get him soup to the room. I went to the buffet and got a bowl of soup and fries for my boyfriend to eat and the manager (his name was Israel) wouldn’t let me leave with it bc “this is a restaurant and if I want to take food to my room, I should order room service.” That was his response after I told him my boyfriend was really sick and needed plain food. I went to guest services to tell them how confusing that experience is when room service doesn’t have food for sick people (no soup or crackers whatsoever) and they said that the manager should’ve packaged the food up for me and sent to the room on my behalf. They told me I can ask for that in the future. So I go to a restaurant for dinner by myself since my bf is sick in the room, and ask them to send some soup from the menu to my room for my bf, and they said they cannot do it. I asked for a manager and they said that I should go to the buffet and take food back. Then I explain that last time I went to the buffet they said that I cannot take food to my room, and the manager agreed to send two soups to the room. The soups never made it to our room…my boyfriend wasn’t able to eat anything….absolutely INSANE!!!!!!

PROS: -The buffet had a lot of options for food and food was decent, despite the food poisoning experience. (Out of 8 people, only one person got sick so we know it was directly related to the salad) -They have a shopping area in the hotel and they have everything you need from clothes, to bug spray, to souvenirs. -The staff really were so nice and polite. They definitely made a difference in our stay. -There are a ton of pools so you can try and escape the kids (that we paid to be away from), if you want. -There are bars and bathrooms everywhere and they were clean. -The gym was EXCELLENT. -Hunter had delicious Beef tenderloin. -The coffee shop was incredible and made delicious coffee. -They had really good mixed drinks and shots. -Diamond areas had way better food than...

This is a lengthy review but it gives a lot of detail. I booked a swim-out straight through the resort’s website, and at the time of booking, I was asked what bed size was preferred. I said I preferred a king bed, which showed in my confirmation that my room was a King. I also checked off that I was there for a special occasion. When we checked in, our special occasion for the trip was never mentioned, and they did nothing special for us (as most resorts would). We got to our room, and I was disappointed that it was 2 queens. We did go talk with the front desk staff, they were able to move us 2 days later into a different room. We had to leave our initial room at noon and didn't get into the other room until 3 pm. This seemed unnecessary, as no one checked into our room that day, and the room we were moved to, people had checked out the morning before. The swim-outs are not private; you share just a very long pool with everyone else. Also, we were in building 3, and some nights it was impossible to go to bed. They had shows going on in a small area directly outside of building 3 rooms. One night we had to listen to awful karaoke. The day we had arrived, they were having some dance party (maybe). There was a bunch of lights flashing that we could see through the shades of our room. On day 3, after getting our new room, I had asked several staff members for different drinks in the fridge. We didn’t get a restock until the next day (day 4) when I saw the drink stocker in the hall and spoke with him. After day 3, we did not encounter many personal issues, but I was still disappointed in our stay. The Hideaway is not an adults-only all-inclusive. There were only 2 restaurants (limited food options) that are considered adults-only. All the other restaurants you had to go to the family/kid’s section. The Italian restaurant was good; however, it was really loud because it is in the center of the children’s pool area. Depending on where they sat us, we would be in a splash zone. We were smart enough to know that may occur, so I always asked to be seated away from the wall near the pool. As far as restaurants go, I would say the food was average. Some things that we ordered in the restaurants were nothing like what we expected based on the menu description, so that was a disappointment at times. The buffet though did have all cuisines to pick from. Some areas of the buffet would have massive lines. Again, you were with families and children. Lastly, I am celiac, and I had heard great things about the Hideaway from other individuals with celiac or simply those on a gluten-free diet. There was not much available to me at the buffet. They had no bread products; breakfast was always strange pancakes, waffles, and crepes. They would just sit in a food bin and get cold and hard. As I said, there were no bread products so if you wanted a hamburger, toast, or simply a sandwich, you could not have that. Often, when I was in a restaurant, the waiter was informed that I was gluten-free, and I would go to order something on the menu that was marked GF, but then they would tell me a reason it wasn’t gluten-free. It seemed like at first, I was going to have a lot of options at the restaurants, but over time I kept getting told things were not actually gluten-free, and my options dwindled. Overall, the place is nice for a quick getaway and have no responsibilities of your own. I am sure any all-inclusive meets that criteria will. The coffee bar in the family section was really nice to go to each morning. As the day goes on, the coffee place is swarmed with kids who want ice cream. They really should have a coffee bar in the adults-only section. For the most part, the staff is very friendly. Strangely there was a large language barrier between us and staff (staff that is constantly communicating with people from the US and Canada; for example, front desk and waiters). Personally, I would not recommend this place for any adult wanting an adults-only place. It does seem though like a very nice...