Royal Level — Restaurant in Quintana Roo

When paying such a high price for a "royal" upgrade you naturally expect a lot. From the moment we arrived to the moment we left we were treated poorly by the majority of the staff in royal level. The only helpful and lovely member of staff on royal concierge was Abril. On arrival you are expected to walk ten minutes minimum from the main lobby to royal level where you check in with you cases. We were only given a buggy lift there due to my partner's mobility issue otherwise we were told it's not offered. However once you are checked in at RL, you can request the buggy service to take you around where you want to go within the resort at limited times only. We stayed in the suite in royal level which is just like the junior suites elsewhere but larger with a huge hot tub bath. Minibar restocked daily (although Mirinda, the best one, never got restocked) with a few water bottles inside plus two room temperature bottles daily. A bottle of house red wine is also there. For a room and upgrade of this calibre I would expect spirit's in the room. Room service is included which we made good use of. We did not have the Nespresso coffee machine in our room as advertised. There are no luxury bathrooms amenities as advertised either. The royal level pool is a nice private area but not enough room for all guests at once. RL restaurant is ok, nothing exceptional. Breakfast was hit and miss and my partner was served mouldy fruit one morning and nothing was done about it, staff didn't care at the front desk. If anything they asked US what do they want them to do? Most times room service wasn't very hot and the same with breakfast. Our best meal there at breakfast was on the last day lol! We dined at three of the specialty restaurants booked through our concierge, all three were awful food so didn't bother with the Asian restaurant. Note this was not part of RL but still needs to be mentioned. Waiter spilt champagne and food three times over us in the Italian restaurant and all dishes had the same tasteless watery tomato sauce. Mexican, my tacos had plain boiled unseasoned chicken and was inedible. The seafood restaurant was warm food, one cold soup and fatty octopus.

The drinks however, cocktails mainly, are amazing. So many nice ones and many bartenders will mix up special ones for you. I thoroughly enjoyed many frozen blue margaritas!

The location is STUNNING, full of wildlife. Location gets 5 stars but that's about it.

Overall was it worth an extra £660 ($840) for 7 nights ? Absolutely not. If you decide to stay in...

I don't normally write reviews but I feel like I need to on this recent trip. The first trip I had here with my family back in 2022 was 5 stars for sure. And that's the reason we came back this year(2025). A lot has changed with the services this hotel has to offer. I used to find the Royal Level good but now it's not. The service especially on the restaurant was not as good as before. This time my wife and I took our family & expected the same service but we were wrong. Food was cold most of the time in the restaurant. EL PESCADOR had better service than the royal level restaurant. Rooms were good and clean. Front desk was helpful up to their capacity but they don't seem to know what to do or what goes on around the hotel at all times. Reservations were hard to schedule because they're always full. I would assume with a lot of money we paid for the upgrades, we would be prioritized. Before, we were good with just eating at the Royal Level Restaurant, but now, we were stuck with having to shuffle through reservations and settling with other restaurants that are not that great. Sorry for leaving this review but people need to know the truth. We felt embarrassed bringing more...

A resort with an unbelievable view and a wonderful restaurant. A la carte and buffet breakfast is available daily. Thanks to Alberto and Daniel for making our breakfasts amazing every single day! Rooms are great (albeit are beginning to look slightly dated). The Royal Level comes with a secluded pool, however kids are still allowed to use it. Tons of little creatures running around! Overall, amazing experience. :)

If you are considering upgrading to the Royal Level due to concerns over food, this is your sign. We truly felt cared for every single day. Concierge helped us book restaurants, and answered any concerns we had.

A special thanks to the ladies working as housekeeping for their endless accommodation and friendliness!

Order the French toast. It was so good that I failed to take any pictures of it. Best breakfast you can possibly have. combine it with an...