from Toronto, Canada
Submitted on 18-10-2016
We travelled from October 7 - 14, 2016. Celebrating our 1st Year Wedding Anniversary. Paid the extra fee for an "oceanview" room at the Hideway side of the property which is Adult only. We arrived at 10:30am at the Resort, which was PLENTY of time for this hotel to provide us with the room type we had paid and reserved, we were in 1427 which is Poolview with partial oceanview if you lean over your balcony, also no roof coverage, which is not ideal during rainy periods. This property is owned by...
We travelled from October 7 - 14, 2016. Celebrating our 1st Year Wedding Anniversary. Paid the extra fee for an "oceanview" room at the Hideway side of the property which is Adult only. We arrived at 10:30am at the Resort, which was PLENTY of time for this hotel to provide us with the room type we had paid and reserved, we were in 1427 which is Poolview with partial oceanview if you lean over your balcony, also no roof coverage, which is not ideal during rainy periods. This property is owned by Sunwing, a Canadian tour operator. I would have expected better service from the front desk and management than what we received.
* Hotel is about 20 minutes from Cancun airport, very convenient
* Hotel is on a long stretch of beach, nothing else in the area
* Upon arrival the exterior of the hotel looks like a medical facility or penitentiary (not impressive at all)
* When you enter the Lobby it is a beautiful open air concept with modern decor, plenty of sofas and chairs to sit in. Panoramic view of the Ocean and the Royalton pool (where the entertainment is located in the evening)
* To the left you will find the check-in desk to the Royalton, Far right is the reception for the Hideaway side.
* Escalators to the lower level leads to the Restaurants, Royalton pool, Martini Bar
* Casino and shops are located off this main Lobby area as well as a large, well air conditioned lobby bar (enclosed)
* Tour Desk area is located on the Main Lobby - to book excursions etc.
* The Lobby area gets humid and muggy when there is no breeze, no ceiling fans in this area, which would have been a smart design concept for a tropical location
* We arrived at 10:30am - greeted by an unfriendly desk staff. They appeared to be bothered by having to perform their duty of greeting clients and checking people in.
* Rooms were not made available until 3:00pm
* You are provided with a microchip bracelet for your room to access your room and present in the restaurants. If you lose this, they charge you $95 per day for replacement.
* We booked an oceanview room and paid for the upgrade. When we arrived to our room, we received room 1427 which was poolview and you could see ocean only if you leaned over your balcony. Our balcony could not be used during rain because it did not have a closure on the roof, so even our pool clothes could not be put outside to dry during rainy times (which is every evening).
* Management was not willing to assist and did absolutely nothing to resolve the issue. They don't care about their customers whatsoever. We experienced the worst customer service from the Front lines at this hotel and this is why they have been given a 3 star.
* Beware if you have any issues, as they will provide you with empty apologies, and no resolution whatsoever. We complained as soon as we entered our room to deaf ears! We were actually offered to move to a "mangrove" room, but we were assured we would NOT get any refund! Not sure how that would work for us???
As mentioned we were in 1427, advertised as Oceanview. Room is Pool view and you need to lean over to see the Ocean. MANAGEMENT should ensure the hotel is advertised properly on their website and travel partner sites. This is very deceiving to the consumer. When we complained, nothing was done for us. Empty apologies.
The room was dirty, not cleaned well at all. Floor was sticky, room showed it's wear and tear. Mirrors were tarnished, dust in the corners, sheets in our room were never changed, and we were there for 7 days. They should change bedding every 3 days, but they DO NOT.
Minibar, was not replenished daily. It is stocked with beer, water, soda, chips.
Towels - bath towels and face towels were scarce. We never received face clothes each day, so each day we had to call down for face clothes and had to call several times to remind them we had not received. This was a daily ritual and very frustrating. Bodywash was not provided daily, we had to call them to ask for additional body wash daily.
** Overall - rooms need to have better maintenance service. For a hotel that is only a few years old, you can already see the wear and tear in the rooms.
** Housekeeping needs much improvement. Dirty rooms and amenities never replenished daily.
*Hotel Common Area: The common areas of the property were always maintained and kept clean. There was always staff cleaning the lobby and hallways and common areas of the property. Well maintained.
Pools were maintained and kept clean and plenty to choose from. You can definitely see the wear and tear around the pools, and need to be careful, as there is plenty of loose tiles and cement that you can easily cut your foot on, or trip over. Health and Safety risk for sure.
HIDEAWAY POOL: The Hideaway pool, which is adult only, was very active and plenty of large groups which made it a "party" atmosphere. If you are seeking a "quiet" vacation, don't expect that. Adult section is just as loud as the Royalton side. Get down around 7:00am to get a cabana or lounge chairs. They will get reserved quickly.
ROYALTON POOL - Family side of the resort had construction daily. Very loud noises of the jack hammer, etc. This was going on daily during our stay. Beware if you have this side of the resort, as they do not mention anything about construction on any travel website, nor the Royalton website.
ENTERTAINMENT: Nightly entertainment is outside by the Royalton pool. the shows were good, not spectacular, but they were entertaining.
VENDORS: One night per week, vendors come to the resort to sell their wares. You can barter with them, and it's nice to have them at the resort so you don't have to leave the resort to shop. They offer plenty of things to buy, and we purchased some really nice Mexican ceramic serving dishes. Good prices if you bargain with them. We didn't find them to be too bad as far as being aggressive.
Drink service was excellent. You can also order food by the pool. Service was quick and food was amazing. The shrimp wrap was our favourite and hightly recommend. Severs around the pool work extremely hard. Especially Jose. He really provides amazing service. These guys hustle and work their butts off.
Beach was long and well maintained. There was daily seaweed, but that is to be expected (it's the ocean). The hotel did rake it daily. We had 2 days of clear, blue water, then the ocean got wavy, and the remainder of the time was choppy and we couldn't really spend much time in the water, as there was alot of jellyfish and many people were getting stung. Beware of the jellyfish!
Plenty of seating at the beach, however, hardly any umbrellas for coverage. Use tons of sunscreen or you will burn!
BEACH BAR: There is a beach bar/restaurant on the Hideaway side which offers great drinks, but very slow service. Extremely slow service. Food service is also slow, but the food when you get it is very good. Recommend the shrimp wrap!
GRAZIE - Italian restaurant - located at the far end of the resort near the children's pool area - it's an open air concept - humid and hot - wood brick ovens for pizza and seating is close to the oven and the fans are running on low - food was good, but we couldn't enjoy our dinner because it was BOILING in the restaurant. Service was mediocre in this restaurant and the hostess was very unfriendly.
ZEN - Asian - we were surprised at how good the food was. We had sushi (which is good) for a tropical destination and Pad Thai which was a little too saucy, but good. The service by Christian was spectacular. The best service on the entire resort.
GOURMET MARCHE - buffet style restaurant. Serves breakfast/lunch/dinner. Spectacular. Plenty of food options. Lines go fast. However, one morning there was a bank conference at the hotel and they sectioned off an entire section for them and it caused long lineups for the vacation travellers. This was NOT ACCEPTABLE. Beware, as this hotel WILL CATER TO CONFERENCES and they come first! Not the vacationer who paid alot of money to be there!!!! Service in the morning for coffee, was very slow. If you are staying at the Hideway section, this restaurant has a designated area for the Hideway guests. Make sure you are seated in the proper section, which is the front, lower area of the restaurant, away from screaming children and loud families.
SPORTS BAR - great pub food. Service was good. Overlooks the Royalton Pool area. We had the poutine, which was tasty. Very cheesy!
MARTINI BAR - martinis are great and the bartenders are very friendly and go out of their way to serve the guests.
DORADO - Seafood - this is the restaurant available on the Hideway side of the resort. Adults only. Service was extremely slow. Food was mediocre. This also serves breakfast in the morning, we opted for the buffet, more options.Our least favourite restaurant.
ARMADILLO - is on the Diamond side of the resort and is a Tex Mex restaurant. Excellent service and the food was amazing! We enjoyed the guacamole! so fresh! We had lunch and dinner at this restaurant and were not disappointed! Highly recommend the ribs, fish tacos, nachos!
AGAVE - Mexican Restaurant - was amazing. The service is fabulous. The food is authentic mexican and we highly recommend the Mayan Coffee. It is not only delicious, but the presentation is entertaining to watch.
HUNTER - Steakhouse - the atmosphere was wonderful. You felt you were in an actual steakhouse. Decor was modern and well appointed. The food was outstanding. The steak was cooked to perfection and the fish was very flavourful.
** Overall, excellent services in the restaurants
** Food quality, presentation and taste was spectacular. Can't complain about this aspect of the resort at all!
Again, another fail. We settled up our bill the night before departure so we could just leave in the morning. Of course, we were not even greeted upon entering the Front Desk area. We were served by Omar, which in fact was the same person we dealt with when we complained about our room allocation. We paid cash and of course, they didn't have change, so it took 20 minutes for the front desk to provide us with our change. You would expect the front desk to be equipped with change. Just another inconvenience! The clerk Omar was systematic and unfriendly. He really couldn't be bothered with us, and perhaps our interaction with him was influenced by our check-in issues, as he was the same clerk we had been dealing with upon our arrival. Being the customer at this resort really doesn't hold much weight as we were never made to feel valued or taken care of by any of the front desk staff or management team.
When we were leaving to board the bus the following morning to head to the airport, we were advised we needed a check-out stub. We were not impressed, because Omar did not mention this to us the night before, so again, we had to be inconvenienced, by waiting in line at the Reception Desk to obtain this ticket.
BEWARE OF CONFERENCES: Upon departure, we were delayed 30 minutes in our bus departure. The conference that had been at the resort during the time we were there was running a marathon, and they had closed the road leading to the Resort. Therefore no taxis or buses were permitted to travel to the resort during the run. This delayed the bus to pick us up to go to the airport by 30 minutes.
The Sunwing representative was not impressed, and let's say, none of us guests were either. They risked the guests missing their flights to accommodate the conference. Again, this hotel is very large, and they have misplaced their priorities.
The resort is aesthetically beautiful.
Service levels overall are above average in certain departments.
CON and the biggest disappointment was the Front Desk and customer service from this end. This is the first and last impression that a hotel can provide its guests, and they failed at each and every juncture. This section of the property needs MUCH IMPROVEMENT! Perhaps some customer service training would be recommended, to include the management. They do not provide 5 star service in this department, hence why the resort was given a 3 star rating.