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Reviewed 22 July 2018 via mobile

My husband and I booked this resort through Funjet Vacations back in March for a ten-day stay from July 2nd-12th. We look for a different resort to celebrate our wedding anniversary each year, and this year, our 34th, we were looking for somewhere that exclusively catered to adults. After reading some TripAdvisor reviews we decided to book Hideaway over several other choices on our list. We are so glad we did!

Here are my impressions about the resort (sorry so long, but I wanted to cover all the highlights and there were many):

Arrival:
We used USA Transfers for private transportation as we always do to travel to and from our resort from the Cancun Airport. It was $60 round trip and we elected to pay our driver in cash on arrival. We arrived at 10:30 a.m. from a direct, 2 1/2 hour charter flight. We quickly passed through Customs, picked up our baggage, and passed through security without incident. They no longer had a buzzer to press for random checks as we had used in the past. We by-passed the timeshare/travel reps with a “no, thank you”, and exited the doors looking for a USA Transfers rep. We waited five minutes and were escorted to a clean, air-conditioned van. We were introduced to Omar who quickly loaded our luggage and we had a quick 20-minute ride to the resort. You must pass through two security checkpoints to get to the resort and it is located down a 1 1/2 mile road that has mangrove on both sides. At first sight, the resort is very modern and upscale. There is a beautiful Main Lobby bar and gorgeous open air seating flanked by escalators to take you between levels. Our luggage was tagged and we were escorted to the Hideaway Reception Lounge for Check-In.

Check-In:
We were called to sit down immediately to complete Check-In with Adriyana. Mimosas and a cool towel were delivered by a bartender, which was a wonderful touch. We had pre-selected our room on Royalton’s Online Room Selector for an additional $69 fee. This reservation was in the computer system. Adriyana also addressed the request I had made for recognition of our Anniversary per my email to Royalton when I had first booked. Adriyana did a wonderful job of communicating how we could locate different restaurants, pools, and resort amenities by drawing on a map. We inquired about upgrading to Diamond Club as an add-on, and since we didn’t want a room upgrade or butler service, we were able to upgrade for $25 pp per day. This allowed us access to Diamond Club resort areas, gave us a higher caliber of service throughout the resort, and also gave us the ability to make dining reservations that were coordinated through reception. Adriyana suggested several places to grab a bite to eat while we waited for our room to be ready at 2:30.

Room:
We booked Room 1408 with two queen beds, a terrace, and rooftop jacuzzi. My husband and I sleep in a queen at home and are happy to have two beds to watch TV/read/nap during the day. The rooftop jacuzzi had a mangrove-facing view with limited view of the ocean. There is extensive construction of a new resort within view, but we brought a portable Bluetooth speaker and were never bothered with noise. We made use of the rooftop and terrace areas daily. The water to fill the jacuzzi has a hot water option, but we did have some issues with rust from the pipes. After running it through once, the water was crystal clear and the jets were great. My husband would set it up for us to fill in 15 minutes. The terrace has two chairs and a side table. The room was one of the nicest rooms we have stayed in at a resort and Royalton did a great job with the room amenities including:

-Comfortable mattresses, pillows, and soft, crisp linens
-Adjustable room temperature with ceiling fan
-TV with lots of choices + resort information, restaurant menus, and room service selections
-Spa shower with double rainshower shower heads and a hand-held shower
-Many options for room lighting including pop-out night lights by the beds
-Flattering mirrors and lighting (I swear they took off pounds, wrinkles, and made me look/feel amazing)
-Jacuzzi soaking tub (so relaxing!)
-Stocked mini-bar (Beer, Soda, Water, Chips)
-Terry robes and slippers (used these the entire stay)
-Iron, blow dryer, self-combination safe
-Top-end mini toiletries that were replenished daily/as needed
-Full curtained room divider
-Turn-down service (absolutely loved coming back to the room to the room ready for the evening!)
-Amazing Wi-Fi service (all through the resort)

Restaurants:
We loved all of the restaurants! The food is unbelievable and the chefs have taken excellent ingredients to showcase food selections in an inventive way. We didn’t have one bad meal in ten full days. We ate at Dorado for breakfast, Armadillo for lunch, Zen for the Teppenyaki show, Hunter for dinner twice, Grazie for dinner, Agave for dinner, Sports Bar for lunch, multiple meals at different times of the day at the buffet, and ended our vacation with Ocean Point. There were several restaurants and pool places that we didn’t visit, but that offered burgers, pizza, quesadillas, etc. There is also an ice cream/coffee shop on the promenade that we went to a couple of times. Room service is 24-hours a day and is also excellent. It was nice to eat breakfast in bed or order from room service after an excursion. If you love going on vacation for the food experience at a resort, this place excels here!

Service:
The service is amazing! From the Front End staff to Housekeeping to Management to Bar/Restaurant/Pool/Beach/Entertainment providers, everyone is friendly, accommodating, helpful, and in some cases, went above and beyond to make our anniversary vacation celebratory. A thank you goes to the hotel for the “Happy Anniversary” door banner and bottle of champagne in our room upon arrival. I would also like to give a shout out to Estaban at the Hideaway Reception Bar who was so welcoming and wonderful about making before/after dinner drinks. His margaritas are second to none, and he gladly made a drink for me that he had never heard of before, and even wrote down the ingredients so he would have it if someone asked for it in the future. Someone was available constantly to set up a Bali bed poolside or beach side, and kept the drinks and snacks coming by checking in us frequently. Service in the restaurants was also phenomenal! Everyone we encountered worked so hard to ensure we were happy and checked on us frequently during meals. On our final night, we didn’t have reservations at Ocean Point, but thought we’d check to see if there was availability. The maitre d’ was able to accommodate us and we ended our vacation on a perfect note. The ambiance, table-side preparation of meal components, service, and delicious food made this a highlight of our trip. I want to extend my gratitude to the management, chef, waiters, and all other staff for their exceptional attention to ensuring the highest standards. We tipped everywhere we went and were happy to do so. We understand that tips subsidize the resort workers income, but not only that, the workers all earned it by spoiling us silly.

Pools/Beach
There are many pools at Royalton, but we mainly positioned ourselves at the Hideaway quiet zone by Dorado/Ocean Point restaurant. We were looking to relax and spend time together, and we were able to do that here. There are plenty of pools we could have explored, but this our comfort zone. The Bali beds at the beach were wonderful and provided the privacy and shade we were looking for. Of course, as you may have heard 70% of the beaches in this area of Mexico have been plagued with copious amounts of seaweed. The resort attempts in vain to combat the seaweed, but of course, when the tides roll in it is back in full circle. It gave us the opportunity to take two different excursions to Isla Mujeres, which we probably would not have done if the beach was pristine.

Excursions:
The first excursion we booked through Destino Riviera which was a very reasonably priced catamaran excursion that included round trip transportation, snorkeling, two hours of free time on the island, and lunch. The second time we went independently and paid $80 USD for round-trip cab transportation to the Isla Mar ferry port. We paid $35 USD for the round trip ferry for two, and rented an all-day gold cart for $45. We visited Playa Norte, Punta Sur, the Turtle Farm, and stopped off for a snack, refreshment, or coconut ice bar wherever it caught our eye. The highlight, of course, is taking a dip in the most pristine, shallow Caribbean water. We didn’t bother to rent a lounger or umbrella at Playa Norte. Instead we simply put our towels down and beach bag down, bought a couple refreshments from a restaurant in front of the beach, and went in the water. We used the restaurant bathroom facilities wherever we bought our beverages from.

Spa:
We booked an 80-minute Couples Massage and Facial that included a Hydrotherapy session. There was a special to do this for $260 (so $130 pp, which is very close to what I pay back home for the same type of services received, minus hydrotherapy). We booked for a Sunday afternoon at 5:00 and didn’t leave until after the Spa closed at 8:00. It was another highlight of our vacation. So relaxing and really just another way to celebrate. Other resorts we have visited have extended the use of their spa to guests for day use, but I can understand how this wouldn’t be possible, as an attendant walks you through all of the steps of the hydrotherapy areas so you can gain the most benefit. I understand if you are Diamond Club and have an assigned butler you are entitled to one hydrotherapy session during your stay.

Departure:
We had to check-out and be waiting outside the Lobby at 10:30 for our transfer with Sosa back to the Cancun airport. We brought our luggage down ourselves, but a porter quickly took it outside for us while we checked out. Adriyana came offer to us to personally settle our bill and to say good-bye. Your bracelet is removed and you are on your way. We can’t wait to return in the future!

Stayed: July 2018, travelled as a couple
2  Thank juscruzin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Manager at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 22 July 2018

Dear juscruzin
Thank you for post your comment on TripAdvisor. We have had a great pleasure reading your detailed review of your recent stay at Hideaway at Royalton Riviera Cancun, also thank you so much for all the kind words addressed to the different departments. I am glad to read you received an excellent service and the staff pampered you. Be sure that we will share your comments with them We look forward to welcoming you soon in our Resort.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 July 2018

We stayed at the Hideaway and did Diamond Club. We had incredible service the entire time! Yes there was seaweed on the beach, but we did not care! It was still gorgeous! We stayed out on the beach the entire time and our service was awesome! Victor, Jose, Noel and Vincent were so attentive, the came around every 10 minutes to get us drinks or food! Jose and Victor gave us cold towel facial massages! They were so relaxing! Our butler Keplar helped us with our reservations! The food was amazing, we never ate at the buffet and all of the food was great portions, we never over ate! At Dorado Carlos was fantastic! We ordered rooms service often for breakfast and for late night dessert and it was always delicious! Alejandra, who checked us in, helped us in every way and made us feel welcome from the beginning! Every single employee was polite and had a smile on their face! Our room was clean and our mini fridge was restocked daily! We even did a scuba trip with Nexus and that was amazing! I plan to go back next summer and bring our kids!

  • Stayed: July 2018, travelled as a couple
    • Value
    • Rooms
    • Service
Thank Micci O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Manager at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 22 July 2018

Dear Micci O
Thank you very much for writing your review on TripAdvisor. We are pleased to know that you had a pleasant stay and that it fulfilled your expectations, it is also pleasing that our Diamond Club service, and especially by the staff you mention, has been of your total satisfaction. Your message will come to motivate them in their activities. We hope to have your visit to Hideaway at Royalton in the very near future.
Luxury Regards
Alfonso Lopez
General Manager

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Reviewed 20 July 2018

My husband and I have just returned from our second visit to this hotel. Once again, my husband and I really enjoyed our stay and were sad to leave.
What we think makes this hotel so great is the service, which is outstanding and this is what brought us back.
Several staff remembered us from our visit, including Noé and Esteban, who were assigned to the Hideaway pool area this time. It was so nice to be welcomed back.
The food is also excellent. You can have chateaubriand, prawns and steak every night of the week. The staff are always smiling and seem to genuinely enjoy their jobs.
I have to mention several people that helped to make our stay so great: Victor M, Joel and Jose the beach butlers, who soon learned our favourite spot and would have our beds and parasol all set up ready waiting for us every morning! In addition, they would move the parasol throughout the day and offer fresh towels if we wanted them. Esteban the barman in the Hideaway Lobby bar, where we would go for pre dinner drinks, would bring our drinks at our table and replenish throughout the evening and also Jonathan, one of the waiters at the beach who was always welcoming and friendly.
However, the employee that provided us with the best service was Lino, our beach waiter. Not only did he keep checking on us every 10 minutes, but my husband observed that if the beach butlers were busy he would clear beds on the beach for them until his colleagues came with towels. To top it off, he even got into the sea to fill up bottles of water for the lobster tanks at the Dorado restaurant. Lino was always friendly and very professional. Really, nothing was too much trouble. He worked so hard to ensure that every day was a great day.
We went to the pool once during our stay. It is not really our thing because it can be quite loud and boisterous, but we enjoyed the foam party which was lots of fun.
Our favourite restaurant was Dorada. Not only was it adults only, but the food was delicious. The rib eye and t-bone steak were so good and I really loved the spinach gratin. It was also really nice for breakfast with such a lovely view over the ocean. The food at all the restaurants is great. We also enjoyed the Italian and the Tex Mex.
The gym is also great and so are the spin classes, although I think the spin room needs more air con or fans because it is so hot in there.
The negatives are minor. When we arrived in our room I was disappointed to find it smelled mouldy and the curtains on the balcony were very dirty. Also, the sink counter tops were marked and didn’t look clean. In addition, paint was flaking away from the sink unit and it looked worn and tatty. We also had an issue with our wardrobe doors which didn’t close properly. Despite several attempts by a maintenance guy, the doors still never fully closed.
One day we came back to the room at 4pm to find the mini bar had not been replenished and that there was no water in room. After going out for dinner, we returned and requested housekeeping to send someone around, but no one came and so we called again. The bottles of water eventually arrived at 10.30pm! This is meant to be a 5 star hotel and so, first, we were not impressed that we had no water and second, we do not expect to have to call twice to have it replenished. These are minor issues and easily resolved.
There is also a lot of seaweed at the hotel. On a couple of days, it was at least 6 feet before we could reach the open water from the shore. The sea is also a murky brown colour which stained my husband’s bathing shorts. My husband did some research and apparently, this is a local phenomenon which started in 2014, where 78 out of 100 beaches along the Cancun and Riviera Maya coastline have this seaweed issue. At Hideaway, a tractor comes along quite regularly to scrape it up, but it did not seem very effective.
In summary, I think that although we would like to try other Hideaway location, we would return to Hideaway at Riviera Maya because it ticks all of our boxes for excellent food and service.

Room Tip: The staff work hard, tip them.
  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank MaggieBourke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 21 July 2018

Dear MaggieBourke
First and foremost allow me to thank you for your preference in Hideaway at Royalton and allowing us the honor of welcoming you; We really appreciate your having taken the time to write this review with such a detailed description of our facilities, services and staff. We feel very proud to acknowledge you feel so enthusiastic about your recent vacation at our premises and we hope this will not be your last visit.
Thank you for all your kind words and the good promotion we may from them.
We hope to receive you again for another memorable vacation.
Luxury Regards
Alfonso Lopez
General Manager

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Reviewed 20 July 2018 via mobile

Myself and my partner had our second year in Mexico, we finally decided after a hard look to stay at the Royalton Hotel in the Hideaway section which us adults only. Firstly the hotel itself is beautiful and the layout is much better than where we have stayed before, We upgraded our room to a limited Sea view room which showed both the beach/sea and pool instead of the mangroves which was nice. Your wrist band is used as the card key to access the room just be careful you don’t lose it as it’s very expensive to replace! Our room was a decent size but as beautiful as a room can get, I loved the fact the shower was looked like a mini spa room and the vanity area with the whirlpool bath was open planned. Our mini bar was filled nigh on every day with fresh drinks and snacks and the room was cleaned everyday without a fail. The hotel as a whole was clean, all staff were very polite and the entertainment team are really food for the kids. Even though we stayed in the hideaway section we did spend most of our time at the main pool due to being able to get beds as people were putting out towels at 6.00am without being there which was annoying! But in the main area beds are easier to get throughout the day. The food as a whole was brilliant and fault free, there was a very good choice for everyone and we really enjoyed the Snack wagon near the main pool and the little ice cream parlour was a fantastic touch to the hotel. There was a good choice of restaurants although we only visited the Seafood, Italian, steak and teppanyaki which were all amazing and a must visit! The Teppanyaki show was a good laugh too! We didn’t spend much time at the beach as there was a ridiculous amount of seaweed smothered across the sand (we expected this as confirmed by previous reviews read about this hotel) so be warned if you do love a beach you will be disappointed IMO. Night entertainment was a little bit of a let down, Most bights was a show then a live singer, there is a nightclub but it was far too hot to consider (if it were open/outside it would have been a-lot better). The spa was our favourite as we paid for a couples massage on a rainy day, it was really beautiful and even though the massage itself was a bit intense we enjoyed our visit it was really relaxing. This hotel caters for weddings and there were so many going on during our stay, they all looked amazing! We did go on a couple of excursions (Holbox is not worth the money but highly recommend X-Caret!). Overall I would recommend this hotel to anyone looking to relax more than anything it really was a lovely holiday and we enjoyed every minute of it (minus the rain!).

Stayed: May 2018, travelled as a couple
1  Thank Telsie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 21 July 2018


Dear Telsie
It is always a pleasure to read such positive comments regarding our guests’ experience. Thank you for your posting on Trip Advisor following your last stay with us.
We appreciate your kind remarks and are delighted to hear your overall experience at our Resort was positive. You can be certain that all your comments will be taken into consideration.
Thanks once again and we hope to see you again at Hideaway at Royalton.
Luxury Regards
Alfonso Lopez
General Manager

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Reviewed 19 July 2018 via mobile

We stayed at the Hideaway Royalton The resort is beautiful and very large so there is plenty of space to go around.The bartenders at the lobby Jacinto and Jairo where the best and at the Hideaway pool the bartenders Bryan Eduardo and Filemon Martinez were too.The lady at the bar that made the sushi, I think that her name is Mayra was great.

The beach was a huge disappointment there was a lot of seaweeds and they did not remove it from the sand

Stayed: July 2018, travelled as a couple
Thank Denisse P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Hideaway at Royalton Riviera Cancun, responded to this reviewResponded 21 July 2018

Dear Denisse P
We heartily appreciate your taking the time to write a review on our resort Hideaway at Royalton. We'll extend your compliments to our staff and most particularly, to the people that you mentioned. Hoping to receive you again at Hideaway at Royalton.
Luxury Regards
Alfonso Lopez
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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