Hideaway At Royalton Riviera Cancun, An Autograph Collection - Adults Only

“Great experience”

The Agave al a carte was delicious and our waiter Javier Carranza was excellent! Best service ! Highly recommend when visiting Royalton

“Great so far!”

Currently staying at this resort, have had a lovely experience so far. Our waiter Javier C at Agave was very attentive, and very friendly!

“Inconsistent Quality & Service and ruined by Spring Breakers”

We were at Royalton Rivera Cancun with family for one week and Royalton Rivera Cancun Hideaway as a couple the second week, with Diamond Club upgrades at both. We upgraded to Diamond Club mainly for access to extra restaurants and lounge areas, but found the butler service good for getting ou… more

We were at Royalton Rivera Cancun with family for one week and Royalton Rivera Cancun Hideaway as a couple the second week, with Diamond Club upgrades at both. We upgraded to Diamond Club mainly for access to extra restaurants and lounge areas, but found the butler service good for getting our dinner reservations and tending to deficiencies in the room, (which they should not have to do). We found the room service to be very inconsistent. One day our room didn’t get cleaned until after we contacted our butler when ready to go for dinner, (while we had been out of the room all day). We had turn down service 4 or 5 times in total for the two week period. Food quality at the restaurants was inconsistent, we were at the Steakhouse twice during our two week stay. The first time it was good, but the second time the food was overdone or dried up under heaters. We ate at Agavee and Dorado for breakfast most of the time. Both of these were normally good with excellent omelettes at both, but sometimes bacon was overdone, and on one occasion at Dorado it looked raw. We asked if we could get some that was done more, but I don’t think the server understood us, as he brought it back and said it couldn’t be put back on. We had good experiences at most of the restaurants for dinner but did consider the food to be heavily salted at the majority of them. We found the buffet to be inconsistent for drink service depending on who you ended up with as a server. I think this was mainly a language barrier issue. We had similar issues with bar service, we had Diamond Club which allowed access to “Top shelf liquors “. These are only available at the Diamond club lounges, even when they have them on display in the main lobby bar. They would not serve it to us at the Lobby Bar without extra charge even though our wrist bracelets read “Diamond Club”. If they run out of the top shelf brands at the Diamond Club lounges they don’t get replenished for several days, so most of the time your favourites tah you paid extra for are unavailable. When we upgraded to Diamond Club we were told it also included mini bar in your room with your choice of liquor. This choice of liquor is limited to one bottle per room per week, and does not include any of the brands they consider top shelf or most of the other brands available at all bars. For example the only rum available in the room was Bacardi White, while they had several other lower priced brands such as Kingston 62, Captain Morgan, and Galleon at most bars. House Wine selection was also limited at the restaurants, some had both a Chardonnay and a Sauvignon Blanc but sometimes one Chardonnay was the only white available. I didn’t expect such limited selections with the upgrade to Diamond Club. Access to loungers at the pool and beach was difficult, we were told that you were not permitted to leave things unattended for more than 30 minutes to hold your loungers, but it was not being enforced consistently. They had pool butlers keeping watch early in the morning but it seemed that after 8:00 AM they couldn’t keep track or didn’t bother enforcing the rules. The biggest problem we encountered was the high number of “Spring Break” teenagers from the U.S. These teenagers are not legal drinking age in their own country until they are 21, but in Mexico they are permitted to drink alcohol at age 18. We found most of them to be very rude and inconsiderate. Most of them had Diamond Club or Hideaway status which allowed them to ruin every quiet area on the resort. We did not expect to have to deal with this type of loud obnoxious behaviour at what was supposed to be a high quality resort with both family and adult sections. When we were checkout our butler said they were expecting another large group of Spring Breakers, so Royalton does know these groups are booking. If Royalton is allowing groups of Spring Breakers at family or adult only resorts, it should be made known to everyone what is to be expected. Overall I would rate the resort as good, but we will not be returning as we have had much better experiences at other resorts rated equal or lower from a price perspective. We don’t particularly like “all inclusive” resorts with so many different levels or categories of service. I feel that even after upgrading we paid money for a lot of extras that were never provided.

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“Not for large groups”

The resort is beautiful. We were Diamond Club and had the very best butler, Benny. He was extremely helpful! I traveled with my child for spring break. We requested a room with 2 beds and got a room with a single bed. There was no separation between the shower/sink area and the main living are… more

The resort is beautiful. We were Diamond Club and had the very best butler, Benny. He was extremely helpful! I traveled with my child for spring break. We requested a room with 2 beds and got a room with a single bed. There was no separation between the shower/sink area and the main living area, and so there was no privacy. I would not recommend this resort for a group. It is difficult to get reservations for groups to get into a restaurant. The restaurants are understaffed and service is extremely slow. Overall, I would not recommend this resort for groups of 6 or more. It may be fine for less.

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