The food was horrible, including room service. They did not have good options. The adults only side did not have entertainment, everything on that side was closed by8pm.

The rooms were beautiful.

Stayed in August 2025

Unfortunately, the food was underwhelming—both in quality and portion size. For a resort of this level, we expected better. Additionally, the on-site shop was extremely overpriced, even for basic provisions, which felt unreasonable. The location is quite remote, so if you're not planning to stay fully engaged with the resort’s activities, you'll need taxis to go anywhere else—this can become both inconvenient and expensive. The spa also felt overpriced, which may not suit everyone’s budget. Overall, while the property has strong points and lovely staff, it's best suited for those who plan to stay on-site and fully engage in the all-inclusive experience. If you're looking for more flexibility or off-site exploration, just be prepared for extra costs and logistics.

We recently stayed at Hideaway at Royalton Cancun and had a generally pleasant experience, though there were some notable pros and cons. What we liked: The property itself is visually appealing—beautifully decorated, especially in the reception area, which makes a great first impression. There’s a good variety of restaurants on-site, a well-equipped gym, and a lovely coffee house that we enjoyed daily. The staff throughout the resort were friendly and helpful, and there was always something going on activity-wise, although we chose not to participate. A big highlight for us was the Butler service in the Diamond Club, which was excellent—attentive, professional, and a real added touch of luxury.

Stayed in June 2025

Food was just ok, certainly not the place to book if you expect exceptional fair. Drinks were awful unless you had the diamond club status which allowed you to request top shelf liquor options. We tried to use the jacuzzi tub in our room and as soon as the jets were turned on flecks of mold came shooting out - not the best experience. If you pay for the rooms with rooftop whirlpools, just be aware they are more like large bathtubs. There is no heating element and they take about 1hr to fill so the water is lukewarm once you can actually get in and enjoy. At the end of the stay they accused us of not paying. I informed them multiple times we booked our room on Booking.com and even showed them my credit card statement to prove the money had been charged, but still we had to wait for a manager to be called before they would allow us to leave without double charging us… not a relaxing way to end our vacation considering we were due at the airport.

Beautiful location and while the property is huge, it was nice. Built in 2015 and no renovations yet, so starting to show its age with the salt air element. We spent most of our time on the Hideaway side of the resort (adults only) and that pool was really nice/fun.

Stayed in February 2025

Pools under construction, restaurants need SEASONING

Staff incredibly helpful and kind

Stayed in April 2024

Maid service for room was the worst we have seen in many stays in the Cancun, Puerto Morelos, Playa del Carmen and Tulum areas A few of the waiter's and waitresses were absolutely awful, on numerous occasions we had to walk out without finishing our meal.

Location

Stayed in February 2024

I WAS DOUBLE CHARGED FOR MY STAY AND HAVE NOT BEN REFUNDED YET $2520.32

Stayed in February 2024

Rooms are quiet old and not well cleaned

Stayed in January 2024

The wait time for the restaurants considering they say its first come first serve was unreasonable, everything closed at 10 so if i didnt like the food at one place (like i didnt at the steakhouse) i couldnt even go anywhere else besides the sports bar buttt they had waaaaaay better food surprisingly just hated that i couldnt take it to go because room service had their own options they just wasnt enough.

The room was beautiful and clean, some staff were more hard working then others but all really nice and respectful.i love that the beach was right there and the other guest were soo nice i made alot of friends.

Stayed in December 2023

The property credits are miss advertisements at best and a scam at worse, it's just coupons that you can apply to certain services for an average value of 25USD per spend.

The staff is really amazing and helpful.

Stayed in July 2023

The adult pool closes at 7pm. The club doesn’t open until 11pm, so there isn’t much to do. The wait time to be served was a bit long.

It was clean.

Stayed in July 2023

our room smelled old

it looks nice and the food is great

Stayed in August 2022

The bugs were insane! Even inside the room. Nothing is really in a timely matter. Even with reservations. Please be ready to wait another 20-30 mins for table.

Restaurants were good! Swim up service was great! Good night club with hookahs!

Stayed in July 2025

Nice location but not 5 star, not even close. We left detailed feedback at the resort

Stayed in April 2025

Service was slow, we got very ill and so did 4 others in our group. Definitely from food. We spent 36 hours in bed and another 24 getting strength back. Resort had a horrible smell throughout. Reservations were a nightmare and we learned and saw you could walk in and slip some money to the staff to get a table! This should not be allowed. We pay a lot of money to stay, restaurant la are suppose to be included !

Room is nice, was clean. Main buffet has great choices of food!

Stayed in January 2025

Location isn’t very ideal. It’s pretty expensive to taxi/shuttle off the property to shop and visit restaurants

Everything was always clean and well cared for

Stayed in December 2024

clean, friendly hopeful

clean, friendly hopeful

Stayed in October 2024

Far from everything, restaurant food is pretty average, alcohol is incredibly watered down to the point where you could take 5 shots and feel perfectly sober. Lastly, raccoons. They’re everywhere at night, I even saw one in the hallway. I understand part of the resort is outside, but raccoons in the hallway is not my idea of a vacation.

Pools are nice, lots of restaurant options, multiple swim up bars, rooms are a good size

Stayed in September 2024

A little bit detached but everything at the resort was great.

Staff facilities

Stayed in September 2024

I understand the policy check-in is at 3:00 but when you have everybody waiting to check in at the same time it can be overwhelming and packed we didn't get checked in until after 8:00 at night

Didn't show I like anything about it they cater to different people it seem like you have to give tips in order to get good service, not a fan of this hotel, and would not stay here again

Stayed in September 2024

We didn’t like how we purchased the adult only all inclusive and there were kids everywhere. The resorts were all combined so if you choose the adult only expect to still see kids when you plan to go out for dinner or activities. My wardrobe wasn’t kid friendly. Also I would recommend having front desk associates who can fluently speak English. We had issues with check in with the front desk employee allowing guests that walked in after us to be serviced before us resulting in us having to wait an hour to be checked in.

I loved how friendly the staff was once we got through the check in process. There are plenty of activities to pass time by on the resort and for excursions. Of course we loved the unlimited drinks as well.

Stayed in June 2024

Far too many people putting towels, books, hats, etc on the poolside chairs early in the morning are not using them until later. Heard one guy bragging to a friend that he reserved 8 lounger’s even though he only needed 4 so he wasn’t crowded by other people.

Spacious and clean. Food & drinks were very good. Staff was friendly and helpful.

Stayed in March 2024

We were promised a restaurant and a later check-out but nothing was offered. We paid more for the adult only but the other restaurants are shared and it smells of sewage everywhere and there is a serious lack of beach towels. The cab back to the airport was another rip-off.

Nothing

Stayed in February 2024

The facility and resources felt like they were on the verge of capacity. If this place were designed to comfortably manage 15 people, they were stretched a bit thin and juggling 20 people.

Of course the location - and the friendliness & reception of entire staff. The personnel seemed to be as accommodating as possible. Most of the effort was for our enjoyment, for sure!

Stayed in February 2024

- Our room was dirty upon arrival - The food and drinks were NOT good - Pool area is overcrowded and hard to get chairs unless you're up super early

The staff was extremely friendly

Stayed in January 2024