Muy bonito
Not clean. Guest services was not helpful or genuine. Would promise to help or come and would not follow up. Things I asked to be fixed or cleaned were not. Information not clear about restaurants and what is open when. Food inconsistent. Did not get served at one restaurant until they seated a couple in the same area — they were served first.
Would I go back to Cancun? Yes. Would I stay here again? Nope. I celebrated my honeymoon with my husband. Our flight got cancelled, we contacted orbitz and the hotel directly. We couldn’t get ahold of the hotel for 45 minutes, and when we did, it was a less than experience “okay, yeah yeah yeah, we’ll see you when you get here” and she hangs up. The phone call lasted 30 seconds. We arrive to the hotel, security at the gate says we don’t have arrival info for the family, but lets us in. We get to the reservation desk, for them to tell us they’ve given away our room (that we paid extra for the specific room) because we didn’t call. Funny thing is, the girl that took the call, was the same girl that checked us in. She remembered the story, gave us a $600 resort credit because she “ran out of the $300 resort credits” we finally get a room, get settled, and there aren’t honeymoon accommodations (it took us 4 times over 3 days asking and sending 2 people our marriage certificate to get something, for it to be on the 2nd to last night) We use the resort credit for a couples massage at the spa, they tell us it’s a special promotion and they can’t validate it. The food is not up to US standards. DO NOT drink the tap water!! Only bottled water! It really upset our stomachs. The flavor of the food was sub-par at best at most places. We found luck eating at the steakhouse and the buffet.
The staff is friendly but the resort I'd severely understaffed. Calling housekeeping, room service or the front desk is s nightmare. You get transferred from place to place and eventually they stop picking up your calls. My friend got bed bugs and they refused to move her until we got persistent and demanding. The resort is built on a swamp so bring lots of bug repellent. Some of my bug bites got infected. Overall the resort is ok. Just wished they had more staff.
The property itself is very grand and beautiful. It is right on the beach and their beach is a very nice white sand. They did have sargassum but that is unavoidable at certain times of the year, and they were removing it as they could. This is, in my opinion, a large resort (1,200 rooms) so there are A LOT of people. This means unless you have Diamond Club and make reservations, you will be waiting in 30-60min lines for dinner at each of the restaurants. Even with Diamond Club, we had to wait in a 30 min line in the middle of the day just to make a reservation to the Zen Teppanyaki restaurant. With Diamond Club you get "butler service." This should really be called concierge service because they don't act as an actual butler, they are there, mainly by messenger, to make dinner reservations and request any services you would like. The resort credits you receive with Diamond Club are a joke, that's just something flashy they use to entice people to upgrade but the credits themselves aren't worth it. The room service food is not good. It's a very limited menu and the pictures of the food do not match the portion/presentation of the actual food you receive. I was not a fan of seeing all the lines of people everywhere. I also was not a fan of having menu items at the restaurants be additional money. An all-inclusive should be just that, especially when paying for the highest tier (Diamond Club).
Excellent staff always smiling ready to help, only restaurant options for NON Diamond club guests before 9pm is the Buffet and Taj Indian restaurant rest have to wait 9pm to dine at any other restaurants, Rooms shows sign of age and needs renovations. Swamp smell even at Swimout rooms at the Hideaway
staff were friendly and gave great service.
Room was not what I paid for. I got a pool view instead of an ocean view. No help from the resort or Orbit!!!
We absolutely loved it here! We are definitely coming back in the future!
Beautiful resort just don’t go for the ocean. If you are looking to get in the ocean stay north in the hotel zone. Too much seaweed at this location
The trip over all went ok, yet when it came to the excursion that’s where we had a big issue. The guy that sold us the excursion told us that it would be a 20-30 min drive from the hotel. Well when the next day came it was actually over an hour drive, plus it was pouring rain all day. We decided not to go in hopes of getting our money back. Nope, no refunds. I’m pretty upset that we were lied to during the sales process. They also charged us for the transportation (which we told them we were going to drive ourself). Here we are $290 out of pocket that I’ll just have to dispute with my credit card.
Great overall
2nd time there and will be going again. Best resort we've been to, hands down. Great staff, great food, great everything!!
The property was stunning to look at. How it was laid out in the architecture, pools, rooms were beautiful. The restaurants architecture and overall look was stunning. The problem was when you looked closer. You had to constantly watch your step or you would trip and fall on inconsistently spaced steps, random enormous cracks in the concrete, broken tile, decks that were built to cover up structural issues. The food in the restaurant was very inconsistent from one day to the next. Continually out of supplies.
Hideaway at Royalton Riviera Cancun, An Autograph Collection All Inclusive Resort - Adults Only places you next to West Coast of Isla Mujeres, Punta Cancun, and Punta Nizuc National Park and Arrecife de Puerto Morelos National Park. This 343-room, 4.5-star property has 2 outdoor pools along with a full-service spa and a casino.
Free buffet breakfast is served each morning from 7:00 AM to 11:00 AM. Enjoy dining at Gourmet Marche, one of 10 onsite restaurants. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/cafe.
49-inch plasma TVs come with cable channels, and guests can stay connected with free WiFi and wired Internet. Beds sport premium bedding and pillow menus, and bathrooms offer jetted tubs, rainfall showers, hair dryers, and free toiletries. Free minibar items, furnished balconies, and sitting areas are other standard amenities.
Hideaway at Royalton Riviera Cancun, An Autograph Collection All Inclusive Resort - Adults Only features a full-service spa, 2 outdoor pools, and a casino. You can take advantage of free valet parking if you drive. The 24-hour front desk has multilingual staff ready to assist with tours or tickets, luggage storage, and dry cleaning/laundry. Other amenities at this adults-only property include a nightclub, a gym, and a sauna.
Muy bonito
Estimada familia Salcido,Agradecemos se haya tomado el tiempo para proporcionar sus comentarios respecto a su última estancia en Hideaway Riviera Cancún.Será un placer contar nuevamente con su presencia en su casa.Saludos cordiales,
Not clean. Guest services was not helpful or genuine. Would promise to help or come and would not follow up. Things I asked to be fixed or cleaned were not. Information not clear about restaurants and what is open when. Food inconsistent. Did not get served at one restaurant until they seated a couple in the same area — they were served first.
Hola! Dear Janee, Hola! hope this message finds you well. I would like to express my sincere apologies for not meeting your expectations during your recent stay at our hotel. We greatly value the satisfaction of our guests and I deeply regret that we were unable to provide you with the experience you were expecting.We understand how important it is for our guests to have a pleasant and trouble-free stay, and I am sorry that we did not live up to your expectations. I want to assure you that we take your comments very seriously and are taking immediate steps to address the issues you mentioned.To ensure that this does not happen again in the future, we have internally reviewed our procedures and have strengthened our staff training in specific areas. We are committed to constantly improving to provide exceptional service to all our guests.We look forward to the opportunity to welcome you back to our hotel in the future and to demonstrate that we can provide a much more satisfying experience. Should you decide to return, please do not hesitate to contact me personally to ensure that your stay is unforgettable.We appreciate your feedback as it helps us to improve and meet the expectations of our guests. If you have any other suggestions or comments you would like to share, please do not hesitate to do so.Once again, I offer my sincerest apologies and thank you for your understanding, I hope you can contact us via our social networks to follow up via post travel team.
Would I go back to Cancun? Yes. Would I stay here again? Nope. I celebrated my honeymoon with my husband. Our flight got cancelled, we contacted orbitz and the hotel directly. We couldn’t get ahold of the hotel for 45 minutes, and when we did, it was a less than experience “okay, yeah yeah yeah, we’ll see you when you get here” and she hangs up. The phone call lasted 30 seconds. We arrive to the hotel, security at the gate says we don’t have arrival info for the family, but lets us in. We get to the reservation desk, for them to tell us they’ve given away our room (that we paid extra for the specific room) because we didn’t call. Funny thing is, the girl that took the call, was the same girl that checked us in. She remembered the story, gave us a $600 resort credit because she “ran out of the $300 resort credits” we finally get a room, get settled, and there aren’t honeymoon accommodations (it took us 4 times over 3 days asking and sending 2 people our marriage certificate to get something, for it to be on the 2nd to last night) We use the resort credit for a couples massage at the spa, they tell us it’s a special promotion and they can’t validate it. The food is not up to US standards. DO NOT drink the tap water!! Only bottled water! It really upset our stomachs. The flavor of the food was sub-par at best at most places. We found luck eating at the steakhouse and the buffet.
Dear Miss. Dekala we are most terribly sorry about the delay in your flight and your deception on our accommodations, It is very rear that the anniversary amenity's dont get delivered, that is why we are taking maters seriously and are going to investigate what happened with your arrangements, we would love to have you again as our guests to change your perceptive and your experience here with us , that is why if you chose to visit us again I can offer you a free upgrade from the room category that you book, about the tap water everywhere in Mexico its not recommend to drink from it that is why we have taped water service 24/7 for our guests. I hope you have a pleasant evening and hope you visit us in a near future. Blessings to you and your family.Best regards
Dear AntonioWe are delighted to hear that you had a wonderful stay with us at Royalton Riviera Cancun! Our dedicated staff takes great pride in providing exceptional service to all our guests.
The staff is friendly but the resort I'd severely understaffed. Calling housekeeping, room service or the front desk is s nightmare. You get transferred from place to place and eventually they stop picking up your calls. My friend got bed bugs and they refused to move her until we got persistent and demanding. The resort is built on a swamp so bring lots of bug repellent. Some of my bug bites got infected. Overall the resort is ok. Just wished they had more staff.
Good morning Nina,We really apologize for your dissatisfaction during your stay. We are working really hard to keep all mosquitos under control. I personally shared all your comments with the respective departments in order to improve them. Thank you for sharing this information with us.RegardsFernanda SánchezExpedia Ambassador in house
The property itself is very grand and beautiful. It is right on the beach and their beach is a very nice white sand. They did have sargassum but that is unavoidable at certain times of the year, and they were removing it as they could. This is, in my opinion, a large resort (1,200 rooms) so there are A LOT of people. This means unless you have Diamond Club and make reservations, you will be waiting in 30-60min lines for dinner at each of the restaurants. Even with Diamond Club, we had to wait in a 30 min line in the middle of the day just to make a reservation to the Zen Teppanyaki restaurant. With Diamond Club you get "butler service." This should really be called concierge service because they don't act as an actual butler, they are there, mainly by messenger, to make dinner reservations and request any services you would like. The resort credits you receive with Diamond Club are a joke, that's just something flashy they use to entice people to upgrade but the credits themselves aren't worth it. The room service food is not good. It's a very limited menu and the pictures of the food do not match the portion/presentation of the actual food you receive. I was not a fan of seeing all the lines of people everywhere. I also was not a fan of having menu items at the restaurants be additional money. An all-inclusive should be just that, especially when paying for the highest tier (Diamond Club).
Good morning Meagan,In behalf of all Hideaway Riviera Cancun staff we want to thank you to take time of your day and share your comments with us. Its very important for us to listen to our guests with good comments, but also and must important to know our oportunity areas that we can improve to provide the best experience to each of you.Was a pleassure to enjoy with you your vacations!Hope to see you soon!RegardsFernanda Sánchez Guest Services at Hideaway Riviera Cacun
Excellent staff always smiling ready to help, only restaurant options for NON Diamond club guests before 9pm is the Buffet and Taj Indian restaurant rest have to wait 9pm to dine at any other restaurants, Rooms shows sign of age and needs renovations. Swamp smell even at Swimout rooms at the Hideaway
We receive your score and we are sorry if we createa mixed experience on your stay, Your valuable information and feedback will contribute to improve our service. Thank you for your visit.
Hello Jayanti,Thank you for taking time of your day to share your coments with us, make sure that all your comments are important for each of us to imrpove and provide the best experience to all our guests.Warm regardsFernanda SánchezGuest Services Hideaway Riviera Cancun
staff were friendly and gave great service.
We take great pride in providing the ultimate guest experience and we are so thankful that your vacation stay exceeded your expectations.
Dear Benegas family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards,