Royalton Riviera Cancun

We stayed at this hotel March 23-30 as a family of four - 2 adults and our 13 and 9 year old boys. We booked a one bedroom presidential swim-up room, non diamond club. We arrived late at night, around 11pm. Check-in was very smooth, they got us into our room asap. The pull out bed wasn’t made for our sons upon arrival, but we made do with light blankets we had from the flight and shared pillows from the king bed. It honestly wasn’t a huge deal for our kids, we were all exhausted. If you are a family who likes their own space, this room was amazing for that. We had two separate bathrooms, separate bedrooms and a really big patio with our own pool. Was the pool cold…oh yes. We live in northern Ontario and even we considered it chilly. Was it swimable…also yes haha. You just had to get in, once you got in, it was fine. Our kids got burnt the second day so we were very happy to have a room out of the sun. Food was honestly just ok. We liked the buffet. There was a good selection and no one ever went hungry. Service was pretty good and we never had to wait. We ate at Armadillo, Caribbean, and Hunter Steakhouse. All were good, we found something to eat at each one and enjoyed it. We weren’t overly happy with the Italian restaurant for lunch - super slow service and limited choices very food pizza though! Bars were good - really wish they would have drink menus posted at all bars though. It’s always nice to be able to try new drinks - but they made really good drinks in the lobby bar. Entertainment was ok. I loved the Michael Jackson show, but the way they have it set up near the pool makes for a limited seating area. It’s hard to find a seat if you don’t get there early and sit. Also, nice pools, I found that they were all nice temperature, however the pool chair game is REAL. You had to have a towel on a chair by 730 or you weren’t getting one. If you have kids they will love the kids pool with the wibit challenge - our youngest loved it! The beach was ok - we didn’t spend a lot of time there. There was lots of chairs though. We did leave late and lost our room at 12, so we didn’t have a room for about 5.5 hours. We used the courtesy rooms before we left to catch our flights and they were great! Very clean, nice showers and it was perfect to be able to wash off the chlorine and get comfy for our travels home. Overall, it was a great family vacation and the weather was perfect. Would we come back to this hotel, no. We’ll keep trying new spots. But if you’re booked here, don’t stress. Enjoy, you will have a great trip!

Daniel, the mixologist was absolutely wonderful

We have cocktails made by Jair at the pool Amazing! Thank you

We were approached by the pool by a sales representative who noticed our Diamond Club wristbands and asked us a few questions. After learning this was our third Royalton Resorts property, he suggested we might benefit from becoming members of Prime Travel Club. He invited us to attend a breakfast presentation the following morning to learn more about the program. In return for our time, we were promised spa vouchers as an incentive to attend. The next morning, we met with the representative and his colleague. We had breakfast, discussed our travel habits, toured some rooms, and then returned to the sales office. While the concept sounded appealing, we needed clear information on exactly what was being sold, what the long-term commitment was, and what benefits were guaranteed. Instead, the presentation was vague, confusing, and felt intentionally designed to avoid giving straightforward answers. To be clear, the cost itself was not the issue. We already travel regularly and invest a significant amount into vacations each year. However, we would never commit to something like this on the spot—we would need time to review everything properly on our own. If the program had been transparent, made financial sense, and genuinely suited the way we travel, there was a strong chance we would have considered it further afterward. Instead, their sales approach pushed us in the opposite direction. We were shown package after package, with changing prices and different “special offers” each time we said we wanted time to think about it. Rather than respecting our decision, the pressure only increased. It became clear that the goal was not to help us make an informed choice, but to wear us down until we said yes. That is a major red flag for any legitimate program. When we continued to decline, they brought in a “closer” whose behavior was completely unacceptable. He mocked how long it took my fiancé to propose, insulted him personally, and then tried to divide us by pressuring me to make the decision on my own. It was aggressive, manipulative, and incredibly unprofessional. Before leaving, a marketing staff member had us complete a survey while standing over us and watching every answer. After already being there for more than three hours, it was obvious they did not want honest feedback. They wanted controlled feedback. The final and most frustrating part involved the vouchers we were promised for attending. We were given two spa massage vouchers valued at $85 USD each, along with two Prime Dollar vouchers worth $75 USD total combined. We were specifically instructed to use the massage vouchers at the spa and the Prime Dollar vouchers at checkout. We followed those instructions exactly. Then, at checkout, we were suddenly told the Prime Dollar vouchers had to be used together with the spa vouchers at the time of purchase and could no longer be honored. In other words, once they had our time, the promises changed. That sealed it for us. This entire experience felt like a bait-and-switch operation built on pressure tactics, vague promises, and misleading incentives. If the membership itself had real value, it should be able to stand on transparency and facts—not confusion, manipulation, and constant pressure. We travel often and have stayed at multiple Royalton Resorts properties, which is why we were willing to listen in the first place. Instead of building trust with returning guests, Prime Travel Club created one of the worst customer experiences we have had on vacation. They did not lose a sale because of price—they lost it because of their tactics. I would absolutely not recommend attending this presentation or joining this program. Save your vacation time, avoid the pressure, and be very cautious of offers that sound too good to be true. Because of this experience, we will be steering clear of Prime Travel Club entirely going forward.

Had the most amazing holiday at the Hideaway resort at the Royalton resort, the food was great the attention to detail from the gardeners to the beach caretakers, to the bar and restaurant staff was second to none. I have to give a special mention to our butlers Rangel and Jocelyn who couldn’t do enough for us, they booked our restaurants, bought us a kettle, topped up our teabags, left us snacks streamed a football match to our room, just a fantastic service by both of them, would recommend the hotel and butler service x