You can tell at one point this use to be a nice resort. They have let this place really go down. The rooms are fair at best. On the first day I didn’t have water in my room. Then when they got it back on it was brown. The staff is not helpful at all. The reservation system for dinner is not convenient at all and since they don’t have buffet for dinner, you can actually go without if you don’t schedule reservations a day or so in advance… you can get room service 24/7 however it is a very minimal menu. I would not recommend this resort, ever. There are way better options for the same price in Cancun and the surrounding areas.

My husband and I came here for our honeymoon and we loved it! The staff are all really nice and helpful, and Isidro was a great concierge. The food and drinks were also amazing. We had a great time!

The best service that’s way l love royal hideaway

If you are looking for an all inclusive adults only resort where you can rest, relax, and rejuvenate the Royal Hideaway is the resort for you! EXCELLENT food, superior service from ALL staff, great pool and beach access.

I stayed here for 6 days the beach is beautiful there was no sea weed during my stay the food is a 10 out of 10 also there is so many excursion options to sign up for through the hotel. The rooms temperature does stay around 75 for me I was fine but if you are not used to the heat I would recommend bringing a fan but I will for sure be coming back to this resort! Also I loved that they cleaned my room twice a day.

Such a beautiful property! A little dated but still gorgeous. Everyone is very nice and friendly. Our concierge Susel Sanchez was amazing! She scheduled all our excursion’s and was very helpful. Anything we needed she was on it! The only thing I didn’t like was the reservations for dinner. I would have liked it to be more flexible for dinner.

If you are looking for great food, exemplary service and fun in the sun this is the place for you. My wife and I celebrated our 25th anniversary, and the 15th of some friends we planned to meet there. Great time. I want to specifically say that our concierge, Mario, should be a customer service trainer. He went above and beyond everyday for us. In our opinion he is the reason we had such a great time. Whatever they are paying him is not enough.

The good first, staff was friendly and attentive. Food was delicious, specially La Ventana Restaurante. Hotel is beautiful, pools were cleaned daily, seaweed was also removed frequently to keep the beach area impeccable and smell free. Now the down side… Room service was extremely slow, several times me requested ice, this took them at least 1/2 an hour each time. Same thing with beverages (beer nothing fancy). In addition the hotel is only equipped with an umbrella per room, or that is what we were told. When we are under tropical storm conditions that is unacceptable. It was a monsoon! It made it extremely difficult to make it to the restaurants without getting soaked. This is the first hotel that didn’t provide us with umbrellas for both of us. In addition the hotel couldn’t break a bill ever! So in some occasions the staff was affected because we couldn’t break a bill to tip them. This made it hard and kind of embarrassing for us. The hotel is located in Playacar which is a very exclusive area, but if you wanted to go into 5th street (where the action is) you will definitely had to take a cab. I must say that finding a cab was easily managed by the hotel staff. Hope this helps

We absolutely loved Royal Hideaway! It was beautiful, quiet, and relaxing! The staff was like family! They were so helpful, sweet and kind! We thought of them as family! We met the most awesome people, and many of them were return customers! We will definitely go back!

All the staff was amazing. And I loved our concierge. His name is Ricky and he was such a help. This resort felt like home.

The property is beautiful, and the rooms are well appointed. All of the staff was very courteous and attentive. It is a great place to stay.

poor service, small food plates, few food options

This is our second time staying at this hotel. Last year was better. I don’t know if last year we got a renovated room but in general the condition of the room wasn’t as good as last time. The tub was stain and old. I noticed a mold odor in the bed I thought it was the linens so i have them change them and still. I am not sure if itl was the mattress or perhaps the pillows. Some of the tiles on the hot tub by the pool were missing, the grout was moldy. We dine at the Mediterranean and the Azia restaurants. The service at the Azia was not very efficient. It took us two hours to dine in. Morning buffet is ok although I wish it had more options. Beach eas great little sea weed. Drinks at the pool ok, food at the pool average. Not as impressive as last year. Disappointed

I’ve been coming here every year for the past 8 years

We wanted to love this property. The service was incredible, the food was impeccable, and it was incredibly clean. However, the AC was out in the entire resort. Our room would not go lower than 81 degrees. We struggled to eat our delicious meals in restaurants that were “formal” dress code because we were sweating so badly. Our concierge worked so hard to make our stay better, he found a room for us that got down to 75 degrees. The shows were so entertaining, but it was difficult to stay in the theater for an hour and sweat. I would love to give this resort another shot. It was lovely and the staff was truly the best of any resort we’ve ever visited. But I’d call to ensure the AC is fixed before we booked again.

This is a lovely property. But noisy with the doors of each room slamming and echoing within the building at all hours of the night. Also, the AC unit inside the room didn’t cool the space.

We stayed at Royal Hideaway 4 days. The food was wonderful, the pool bar staff was very friendly and prompt, the beach was well maintained and the grounds were well groomed. HOWEVER, the air conditioning was not working properly and that overshadowed everything else. Outside temperatures we over 90F and inside the rooms would not cool much below 75F. Cooling in the restaurants was minimal, making the delicious meals otherwise uncomfortable. We switched rooms 3 times trying to get a room that would cool properly. Management was helpful in moving us, but none of the three rooms we occupied could cool sufficiently. We won't return to this resort due to the poor air conditioning.

Unpleasant and unhelpful staff across the entire site. Concierge and lobby staff were rude and provided little information about the facilities and just referred us to a map. Their online details of food and activities was out of date so things were not as advertised. Late night and early morning room service was either not available or had limited items despite the menu having full meal options. Very difficult to also book restaurant as you had to go through the concierge inside each villa as front desk and even the restaurants themselves couldn’t take booking. A number of bars didn’t have full alcohol selections or was sold out for days.

I really enjoyed my stay here. It was almost perfect apart from the AC being a bit too weak and the water quality and tempreture regulation not being great. But it really did not cause much of an issue. I was able to enjoy a quiet room that was very beautiful and clean. I am so happy with my choice

The service was excellent and the food was amazing. Can’t wait to return for another trip.

The property is very clean and the staff is very friendly. The beach is amazing with the ability to walk quite far on a shoreline. When you get to the hotel, make sure to make dinner reservation for their evening restaurants because they are amazing. We really liked the Asian and Mediterranean ones. Rooms get cleaned twice a day which is nice. One thing we didn't like was a buffet with small food options and it's the same every day. I wish we were told that we could eat at the restaurants during the day which would make our experience there was better. Be very careful (with any hotel, in fact) with a buffet. The food there stays in trays for hours while it's 85 degrees out. We got stomach sick on day 2 after eating at the buffet way too late. For any travel to Mexico, bring your meds with you because Pharmacies will charge you a triple price for those. Otherwise, it's a great place, I would go back for sure, knowing they had restaurant options during a day.

Likes...Staff were very friendly and helpful. Dislikes...Property needs to upgrade beach chairs around the pools.

Likes...Staff were great. Very friendly and helpful. Dislikes...Resort needs new deck chairs around pools.

Staff and food are amazing

Overall a very nice and quiet resort. The food and staff were exceptional. My wife and I stayed here for our honeymoon and had a great time. The resort and beach were clean with seaweed being removed multiple times throughout the day. Only downfall was being constantly bothered by locals trying to sell something while you were laying out on the chairs provided on the beach, it was excessive, but I guess to be expected no matter where you decided to stay in this area. The excursion options offered through the resort were pretty generic so we decided against doing those on this vacation. Very nice place to stay if you’re looking to just have a variety of great food and just lay in the sun.

We loved the Adult Only atmosphere. It was a wonderful time. Close enough to Playa Del Carmen to walk. The restaurants were definitely the highlight for us. Impeccable service and top notch menus with some of the finest cuisine I have ever experienced in Mexico. We will be back!!

Friendly staff, good service and quiet patrons overall good recharge spot.

Nice clean property, good food, excellent staff. Lots to keep you busy if you wanted. 2 minor problems. Getting any restaurant information ahead of time was really hard. Should have some menus on website since you have to reserve restaurants. Chair saving at pool is out of control. Have to be up at 6:00 to get any chairs.

It was amazing in every way possible.

Don't waste your money on the Relax Pool rooms. Seems like anyone can use them regardless of what room you are in. Resort lacks evening entertainment. Otherwise a very nice place and great beach!

Royal Hideaway was an absolute gem. I’ve never felt safer in Mexico. The area was very secure and the property was pristine. We will for sure be visiting again!

Liked layout and people. Did not like lack of pool chairs.