Guests will receive $600 in resort credits per room per stay to be used towards spa, dinner, experiences, and much more!
Important information: Resort credits cannot be exchanged for cash. There is no cash reimbursement if unused. Resort Credit promotion is not combinable with other credits, discounts or promotions unless specifically indicated. Resort Credits are not transferable, non-cumulative and cannot be held over for future stays. Promotion, prices and applicable services are subject to change without prior notice. Redemption information will be provided by hotel at check-in.
Resort Details
- Restaurants
Guests may choose from 10 a la carte and buffet restaurants, a cafe, as well as 24-hour room service. One a la carte restaurant is exclusively for Hideaway guests.
Unlimited, reservation-free a la carte dining includes a Japanese Teppanyaki and Sushi Bar, an authentic Italian trattoria, Mexican and steak restaurants. On any day you please, unwind with a mid-afternoon coffee and exquisite dessert at the cafe.
- Various Bars/LoungesThere are 17 bars in total; 5 of those only for Hideaway guests:
-Hideaway (swim-up) Bar - Adults Only Bar
-Hideaway Diamond Club™ Lounge - Adults Only Bar
-Hideaway Beach Bar - Adults Only Bar
-Pisces Swim-up Bar
-Aquarius
-Score Sports Bar and Lounge
-Lobby bar
-Martini Mix
-Tides Beach Bar
-Diamond Club™ Lounge
-Diamond Club™ Beach Bar
-Sands Beach Bar
-Nautica Beach Bar
-XS Disco Bar
-Dips Swim-up Bar
-Chill Swim-up Bar
-Encore Swim-Bar
- 24-hour room service
- ATM/Cash machine†
- Bell staff/porter
- Business center†
- Butler service†
- Complimentary wireless internet
- Concierge desk
- Currency exchange†
- Exercise gym
- Health club
- 24-hour room service
- ATM/Cash machine†
- Bell staff/porter
- Business center†
- Butler service†
- Complimentary wireless internet
- Concierge desk
- Currency exchange†
- Exercise gym
- Health club
- Laundry/Valet service†
- Pool
- Restaurant†
- Room service†
- Spa†
- Tennis court
- Tour/sightseeing desk
- Water sports†
- Wireless internet connection in public areas
- Please contact hotel at weddingplanner@royaltonresorts.com for assistance and details of services offered.
† Fees may apply
- Extensive health club
- Motorized Water Sports †
- Non-Motorized Water Sports
- PoolThere are 10 pools through out property - 8 pools in the Royalton section, and 2 in the Hideaway Adults Only section.
- Spa †
- Tennis court
† Fees may apply
Guest Reviews
Customer ratings & reviews
TripAdvisor Traveler Rating
21730 reviews
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Apr 27, 2025Customer service and food is poor
I recently stayed at The Royalton Hotel in Mexico and unfortunately, it was one of the worst hotel experiences I’ve ever had, especially for what is marketed as a five-star resort. After traveling for over 24 hours, including an 11-hour flight, we arrived at the hotel around 4 PM hoping for a smooth check-in. Instead, we were handed a buzzer and told to wait in the lobby. After over an hour, the buzzer still hadn’t gone off, so I approached the desk to explain how exhausted we were and asked to speak to a manager. I was told to wait again. After another 30 minutes of standing in reception, I found out that the person who told me to wait was actually the manager herself! After two hours of waiting, we were finally given our room wristbands. There are no clear signs directing you to your room, and no staff to assist you. After wandering around, lost and carrying our luggage, we eventually had to ask a maid to show us the way. When we got to the room, it was a complete disappointment. The floors were dirty, the screen door was broken, the mirrors were cracked and painted over, the toilet didn’t flush properly, and the room smelled musty. Too exhausted to deal with it that evening, we asked for a room change the next day. Hotel staff told us to speak to our TUI rep instead of dealing with it themselves. We eventually arranged to change rooms, but when the time came, nobody told us where or when to move. We returned to our original room to find our luggage being removed and placed into storage without any notice! After chasing the rep again, we finally got a new room a couple of hours later, which thankfully was much better — but the process to get there was absolutely unacceptable. The poor service continued throughout the stay: * One morning, hoping to watch the sunrise on the beach, we asked reception if we could get a couple of towels. We were bluntly told it was "impossible," a word I’ve never heard used at any true five-star hotel. * We booked a boat and snorkeling excursion through the hotel for our last day, only to be told that morning (after waiting around) that they had booked it for the wrong day — and blamed it on the system. We never got to do the excursion. * The food at the à la carte restaurants was poor and hard to even book, thanks to a frustrating reservation system. * If you don't wake up between 6-7 AM every morning, you’ll struggle to find a sunbed for the day. * If you want to leave the resort, be prepared to pay $60 each way for a taxi, making it very expensive to go anywhere off-site. * The gift shop is extortionate — we were charged $80 for two packs of crisps and two bags of Haribo. Absolutely outrageous. * If you want to leave the resort, be prepared to pay $60 each way for a 20 minute taxi ride making it very expensive to go anywhere off-site. * The gift shop is extortionate — we were charged $80 for two packs of crisps and two bags of Haribo. Absolutely outrageous The only positive mention goes to Astrid, one of the few staff members who was genuinely patient, kind, and tried her best to help resolve issues.
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Apr 27, 2025Juve for the win!
Resort was wonderful but our BEST service came from Juve at the Diamond Club Swim up bar. He was awesome and always knew what we wanted. He had it ready for us before we got in the pool. Best bartender ever. Took amazing care of us. Definitely the highlight of our trip was meeting him.
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Apr 27, 2025
Juve is the best!
Our bartender Juve at the Diamond swim up bar was the greatest all week! Before even getting in our pool he had our drinks on hand for us! He’s made amazing drinks that we have had before and even better ones that we have never tried. All in all a great service member on your team. The whole staff was really great, always very helpful and accommodating! But Juve really stood out to all of us this trip, and made it greater than we could’ve imagined.
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Apr 26, 2025
The bar
The servers were great especially Rogelin, julio, aleando, they were amazing severs at the bar, they were super nice, made us feel very welcome, and they helped us through our bar experience and made it perfect, everyth8ng ended up fantastic
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Apr 26, 2025I love rogelin
The resort is very nice and the bartenders are great especially Rogelin. The drinks taste amazing and the service is excellent. He is so kind and knowledgeable about his craft and knows how to make you smile and laugh when sitting at the bar. Best bartender ever.
- AdvisoryWe are thrilled to share with you the exciting news that the first phase of our transformative journey has been a resounding success.
- AdvisoryPlease be advised that the local government of Quintana Roo, Mexico, has updated the Environmental Sanitation Tax. Effective immediately, this tax will be charged at $79.20 Mexican pesos per room, per night.
- AdvisoryOperations at Hideaway at Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino will be temporarily paused from August 18 to December 6, 2025, to finalize this complex renovation. This includes refreshing the motor lobby, main lobby, main pool areas, walkways, elevators and suites, as well as elevating the Convention Center, ensuring it remains a premier venue for high-profile events.
- AdvisoryWhile we diligently work to transform this property into spaces that reflect the very best of modern all-inclusive luxury, existing reservations will be protected at other Blue Diamond Resorts in the destination, ensuring minimal disruption for our guests. Although Royalton Splash Riviera Cancun has been prepared to accommodate existing reservations, additional options will also be available depending on the specific characteristics of each booking.
- Check in: 3:00 PM
- Check out: 12:00 PM
- General policies: Check-in Policy:
Hotel requires a credit/debit card authorization upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Transfer Policy:
A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information:
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.