All hotels in Cancun, Quintana Roo, Mexico
1 room, 2 adults
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Kukulcan Boulevard Km 4.5 Hotel Zone, Cancun, QROO, 77500, Mexico, ‏‎800-491-6126
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4.5 / 5Excellent

Score breakdown (from 462 reviews)

Average rating for:

  • Cleanliness
    4.7
  • Service
    4.5
  • Comfort
    4.6
  • Condition
    4.6
  • Neighborhood
    4.2
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3.0 / 5Good
"Beautiful Beach, awful customer service"
  • Cleanliness
    5.0
  • Service
    3.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    3.0
Beach was beautiful, room was nice but AC very loud, cleaning service was excellent, service at La Palapa was awful, the people that take your room service order had no idea what good customer service was, kids club staff was nice and friendly but closed early. Breakfast food was wonderful and the view from the Palapa restaurant was great. It's not very convenient to have to carry your room key and show it everywhere you go, even at the grocery store, my husband try to pay for some fruit with cash at he store (because room service said they did not have any fruit on evenings, if we wanted any we would have to go get it from La Palapa, so my husband went to the restaurant to bring some for my girls that were in their pajamas and tired, only to be told he could not take any; we pays for all inclusive and we could not get a pice of fruit for our daughter!) and he had to pay with the room key that was linked to our credit card because they would not take his money. We never got service on the beach, we always had to go and wait for the bartender to give us any service, even when they were not busy at all. Place is nice, beach is beautiful but the lack of good customer service ruined it for us. We will not stay here again.
Genuine Hotels.com guest review
3 night family trip Jun 12, 2015
A Traveler
US
4.0 / 5Excellent
"Family friendly"
  • Cleanliness
    4.0
  • Service
    5.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    5.0
Very nice place for a family vacation. Very kid friendly
Genuine Hotels.com guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We look forward to welcoming you back on your next visit to Mexican Caribbean. Warm Regards.
7 night family trip May 31, 2015
Amjad
US
3.0 / 5Good
"Spring break"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    3.0
Royal Cancun is a small time share property new to the all inclusive benefit. The rooms are large and comfortable. The beach is small but had no trouble finding seats. The roped off swimming area is very shallow and the beach is cornered in by an inlet and rocks a few resorts down. There is no organized activities or entertainment. Food is a c- most people we talked to shuttled to other resorts.
Genuine Hotels.com guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We do activities schedule available for all of our guests and visitors. We're sorry to learn you didn't receive this information and we will review our procedures to ensure all of our guests and visitors receive it accurately in order to avoid this perception from any of our future guests. We hope to have the chance of welcoming you again during your next visit to Mexican Caribbean. Warm Regards.
8 night family trip Apr 3, 2015
A Traveler
US
4.0 / 5Excellent
"Really nice place with good "sister" properties"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    4.0
Nice place..seems ideal for an "older" crowd 45+ or young parents with young kids...it wasnt wild and crazy for Spring Break which worked great for us as we were not looking for that...pools were nice but not great...we took advantage of the "sister" hotels, especially the Royal Sands as the pool and the waves there were MUCH better, but got the impression that the Sands was more of a party resort...so we kind of had the best of both worlds with the two...spent some time at Royal Islander for a dinner (El Conquistador)...loved Captain's Cove, an "off-property" restaurant that was excellent AND was included in the all-inclusive package we purchased...Captain's Cove was a gem with great, fresh seafood, great staff and a wonderful view of the sunsets..Royal Cancun was clean, safe, nice if not spectacular....two bedrooms was great
Genuine Hotels.com guest review
7 night family trip Mar 21, 2015
Tim
US
4.0 / 5Excellent
"Family Vacation at The Royal Cancun"
  • Cleanliness
    4.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    5.0
Great hotel with amazing staff! Food at La Palapa was unfortunately below average aside from a few select dishes. Be sure to ask about dinner theme nights as they do not advertise this. Thankfully the pool snack bar continually delivered good eats! Overall had a great experience!
Genuine Hotels.com guest review
6 night family trip Mar 20, 2015
Kori
US
5.0 / 5Outstanding
"Beautiful full service resort on the beach!"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
We were totally happy with our experience with an all inclusive package!
Genuine Expedia guest review
Other trip Mar 30, 2015
Terry
US
5.0 / 5Outstanding
"Nice, clean hotel."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
Quiet for adults. No spring break loudness, that's next door. Clean. Safe atmosphere.
Genuine Expedia guest review
Other trip Mar 29, 2015
Tammie
US
4.0 / 5Excellent
"Royal Cancun all-inc sign sign sign for everything"
  • Cleanliness
    4.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
-Put $500 hold on credit card upon check in -annoying locals selling items in beach -up charge taxi fees from bell boy -maid in room several times throughout day, made bed, took bed down, cleaned bathroom, very annoying
Genuine Expedia guest review
Other trip Mar 29, 2015
A Traveler
US
4.0 / 5Excellent
"Great resort with quite beach"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
The Royal Cancun was a great place for our families spring break. Booked a trip to Xel Ha with the Thomson desk. Food was very good. Try the Italian restuarant. The view was amazing from the room and the pools were convenient and not a long walk. The rooms were nice too and very home-ish. The buffet was great for breakfast, lunch, or dinner. Grounds are exceptionally clean. Highly recommend.
Genuine Expedia guest review
Other trip Mar 28, 2015
Steve
US
5.0 / 5Outstanding
"Chilled resort"
  • Cleanliness
    4.0
  • Service
    4.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    -
Resort was very family friendly. It was also relatively small which meant that it was easy to get around and was not too noisy and crowded. It was very relaxed, staff were always more than willing to help. It was great that the restaurant was right on the beach.
Genuine Expedia guest review
Other trip Mar 26, 2015
Kay
US
4.0 / 5Excellent
"Great for families!"
  • Cleanliness
    4.0
  • Service
    4.0
  • Comfort
    3.0
  • Condition
    4.0
  • Neighborhood
    -
The suites are perfect for families who want more room and the option of eating and cooking in their room. Right on the beach with two pools! The resort could use a few more waiters and bartenders, but overall a great experience. I would go back.
Genuine Expedia guest review
Other trip Mar 25, 2015
Elizabeth
US
5.0 / 5Outstanding
"Loved this place, would recommend it to everyone."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
The grounds were kept spotless and gorgeous. The food was the best that I have ever had at any all inclusive we have been to. You could also order off the menu or go to the food bar. Two restaurants on the site to eat at and three or four other restaurants off site you can go to. Our room was fabulous and super clean. All rooms are 2 bedroom with full kitchen so you could fix your own meals if you wanted not to go the all inclusive route. It has two pools really nice size with one having a swim up bar. The only thing we wished was that one be kept for adults. There were children at the facility but not to many that you felt you needed to get away. The beach was spotless and gorgeous also with lots of seats and shade if you wanted it. You can lay on the beach and watch the 1/2 million dollar boats go by. There isn't a night life at the resort you will have to hit the strip for that.
Genuine Expedia guest review
Other trip Mar 22, 2015
Glen & Gale
US
5.0 / 5Outstanding
"Pool out the front door, beach out the back."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
The room was perfect, very very clean. The staff was amazing!! I know a lot of people commented about tipping...but they deserve it!! It is culture to tip...anywhere you go, even in the US, so it wasn't any big deal...even with just a $1 tip they are GRATEFUL! And they worked so hard! The sister hotel Royal Sands was much more crowded and the beach was impossible-the waves were rough, but not here...beach and water were perfect!!!! We took our three kids and they had a blast! HIGHLY RECOMMMEND-we will go back!
Genuine Expedia guest review
Other trip Mar 19, 2015
Jacqueline
US
5.0 / 5Outstanding
"Great vacation destination for families"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Was relaxing atmosphere with excellent dining and accommodations. Beach was with calm surf. Also 2 large pools. Was not overcrowded and was easy to get space by pool or on beach. Great kids club for kids. Room very accommodating for Families. 35 yr old resort but well manicured and clean. Also have availability to 3 other Royal resorts with shuttles every 2 hours. Many dining options with this benefit. Bar staff and waiters excellent as well.
Genuine Expedia guest review
Other trip Mar 16, 2015
mj
US
5.0 / 5Outstanding
"Nice hotel and close to the beach."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    3.0
  • Condition
    5.0
  • Neighborhood
    -
I took my kids on their first spring break trip in March. I was very concerned that the hotel would be full of college kids, you would not have known that spring break was happening at this hotel. I do plan to return to this hotel in the future. The really nice thing that we didn't know before booking our trip was that this is a chain of hotels and you can visit the other hotels and they provide you transportation. I would highly recommend this hotel to parents of any age children. I look forward to returning some day.
Genuine Expedia guest review
Other trip Mar 14, 2015
Angie
US
5.0 / 5Outstanding
"Wonderful hotel!"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Great hotel with clean, beautiful rooms. Very friendly, helpful staff. The beach is gorgeous and great for kids. The food was great, and we never had to wait very long for a table in the La Palapa restaurant. The only thing I didn't like was the single restaurant for breakfast and lunch. However, room service made it easy to get food quickly and included on our all-inclusive, when we didn't want to go to the restaurant. They also offer free transportation to sister hotels with other restaurants, included in the all-inclusive. I really liked the screened doors on the balconies. I've stayed at another all-inclusive that didn't have those, and the mosquitoes were terrible.
Genuine Expedia guest review
Other trip Mar 14, 2015
AKC
US
5.0 / 5Outstanding
"Great family friendly hotel"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
I was so worried when my husband told me he wanted to go to Cancun during my spring break...how in the world could I find a hotel for my family without crazy spring break kids partying? This hotel was just that. It was an excellent stay. The staff accommodated and helped us with all of our needs, as well as diet needs. The personal concierge was fantastic. It began to feel like home we got to know the staff so well! I even had lost my luggage and they helped me call the airport and get it back, since the airport didn't understand me well in English. Everything was fantastic.
Genuine Expedia guest review
Other trip Mar 6, 2015
fs
US
4.0 / 5Excellent
  • Cleanliness
    4.0
  • Service
    5.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    -
It was a nice hotel on the beach. The beach is nice, but the water only comes to your knees for most of it. The pool police was out everyday and you could not throw a ball or anything even if no one else was in the pool. The grounds are beautiful and the food was excellent. The restaurant on the beach was awesome. They need to get away from using the key of you are all inclusive.
Genuine Expedia guest review
Other trip Mar 6, 2015
A Traveler
US
5.0 / 5Outstanding
"Great vacation for our family of 5!"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
This was mine and my husband's fourth time to Cancun - however, our first time with our children (twins who are 10 and an eight year old). This resort was perfect for this trip! Here are the positives: -Quiet resort (small, private feeling) -Great access to the pools and beach from our room -Restaurant had good food, and was always open for seating (something we have not always had staying in Cancun) -The beach area at the resort was great for kids - on a sandbar where we didn't have to worry about waves/currents -Walking distance to catch the ferry to Isla Mujeres (a must do!) -Never had a problem finding chairs at the beach or at the pool (another thing we have experienced issues with at other hotels) -Great concierge service and very friendly service all around the resort -Ability to use (with a reservation) SUP, kayaks and sailboats right on the resort beach with no additional cost -The suite was a perfect fit for all five of us - plenty of room for us all. My only complaint was in the system they use to pay for charges - we had an all inclusive package, but had to always give our room card to start a tab for all purchases - this meant that many times we were waiting for our card. Again a minor complaint, but this we had not dealt with at other resorts where all guests were all inclusive. Overall such a great experience here!
Genuine Expedia guest review
Other trip Mar 5, 2015
Nicole
US
5.0 / 5Outstanding
"Very good place for families."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
- nice to have apartment-style suite - main restaurant is open-air, under a thatched roof - restaurant is mix of buffet and a la carte - place popular with families and retirees - food very good; a lot of variety; both American and Mexican dishes - beach is better than neighboring beaches, partly due to the lower guest density compared to the high-rises. We saw several sting rays in the shallow water. - attending the time-share sales pitch is worth a $100 discount off room charges, but it is unrealistic to drop thousands of dollars without receiving any written information to review at your leisure
Genuine Expedia guest review
Other trip Mar 4, 2015
A Traveler
US
5.0 / 5Outstanding
"Right on the beach!"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Our villa was right on the beach, so beautiful! Our only complaint (if you could call it that), is that the hotel staff was a little annoying. Only in the sense that we would be getting ready for dinner and they would come in and do the turn down service. It seemed like at least 2-3 people would come by per day to clean our room. Aside from over cleaning our room, everyone was lovely and extremely attentive! It was a wonderful honeymoon for my husband and I. Thank you Royal Cancun!!!
Genuine Expedia guest review
Other trip Mar 4, 2015
Emily
US
5.0 / 5Outstanding
"More than I was expecting."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
I cannot say enough good things about this place. The grounds are beautifully kept and not a weed to be found. The staff are always smiling and helpful. The suites are nice and they clean them for you each day. The location is great as you can eat your meals overlooking the beautiful ocean. The ocean is really calm so you don't have to worry about children. I was impressed by the family atmosphere and lots of small children. I didn't really care to leave the resort but felt I should go and see something. It is one of the older resorts but is well maintained and if you are looking to party all night then this is not a good place for you. It is really quiet after 10pm.
Genuine Expedia guest review
Other trip Mar 4, 2015
Paulette
US
5.0 / 5Outstanding
"Great Resort for Families"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    4.0
  • Condition
    5.0
  • Neighborhood
    -
We took our girls, ages 4 and 7, for a 10-night stay and had the time of our lives! The staff were friendly and attentive, the grounds were immaculate, the room extremely clean. It's not the fanciest resort, but it felt like home. We went with the all-inclusive package and got more than our money's worth. The food is pretty good, not gourmet, but they kept the drinks coming. We had a great time getting to know many of the staff members and were treated so well. Because we stayed over a week, we were required to change rooms on Saturday, but they put us in a room that was even better than our original, so we weren't complaining! I can't say enough about this resort, and we will be back!
Genuine Expedia guest review
Other trip Mar 3, 2015
Miceal
US
4.0 / 5Excellent
"Great time in a very confortable resort"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
I loved my experience in the Royal Cancun. The place is quiet, the staff is excellent and the food was marvelous
Genuine Expedia guest review
Other trip Mar 2, 2015
Arnaldo
US
5.0 / 5Outstanding
"Clean, Convenient, Quiet and Well Maintained"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
The check-in process went very smoothly. We were taken to our unit which was very spacious, clean and well maintained. The location of our room was convenient to the beach, the pool and the restaurant. The staff was very accommodating and willing to assist in anything you needed. The pool and gym were both clean and well maintained. The food in LaPalapa was good. With the all inclusive you can also order off the menu, which does take a little longer but well worth it. Saturday night is Prime Rib Night for just a small surcharge $9.00USD and it was amazing!! (Mondays are Lobster night) Our servers Roman and Juan Angel were amazing and very attentive and Pedro at the pool bar was a true mixology master! We avoided the time share sales staff. No one hinted or nagged for tips as in other reviews - although all-inclusive I urge you to tip a few $ at each meal etc. the staff really works hard to please you and is thrilled with just a couple of $. We took the shuttle to the Royal Sands and found it was just as easy to take the bus (10.50 pesos which is about $0.75 USD the bus stop is just across the street from the resort. Hacienda Sisal next to the Royal Sands had excellent Mexican food as well. We took the day time Pirate trip on the Jolly Roger (it is a 10-15 minute walk) It was great for families and children of all ages - with each group/family assigned their personal pirate. The entertainment and the food was good and overall it was well worth the money.
Genuine Expedia guest review
Other trip Mar 1, 2015
Karen
US
5.0 / 5Outstanding
"Excellent place"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Great everyone very friendly, very clean,beautiful resort.Food drinks entertainment all top notch.
Genuine Expedia guest review
Other trip Feb 28, 2015
50 something co
US
4.0 / 5Excellent
"A fantastic family resort."
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
Great food, even better service. Very knowledgeable about the local area and helpful in every way. Some areas seemed a bit dated but they were updating things when we were there, and quietly too. We'd definitely visit again!!
Genuine Expedia guest review
Other trip Feb 23, 2015
A Traveler
US
3.0 / 5Good
"Nice looking facility, but a very tip-hungry staff"
  • Cleanliness
    2.0
  • Service
    1.0
  • Comfort
    3.0
  • Condition
    2.0
  • Neighborhood
    -
Overall, it was a nice looking facility. However, the staff seemed very tip-hungry. In theory, all tips were supposedly included in the all-inclusive package, yet every single one of the staff were visibly upset if you did not give them an "additional tip". Service was slow, you always had to give them your room key (seems unnecessary when you're wearing a resort bracelet), and food/drink orders were forgotten during multiple visits to La Palapa. Oh, and everything closes at 10:00 pm. We did take the free shuttle to the Royal Sands, and that place seemed way better. (They're both a part of the same "Royal Cancun" family.) The staff were very friendly over there, and things just ran smoothly with the restaurant/bar/staff. Sadly, I wouldn't return to the Royal Cancun All Suites resort.
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We always strive to provide our customers with the highest satisfaction levels available and we regret not achieving this goal with you. As you mention: tips and gratuities are already included in All Inclusive program. We have shared your comments with Food and Beverages management. We are no longer asking for the room key since our customers have been requesting it. All our customers have to do is to announce that they don't want to leave the room key and you will not be asked to do so. We have detected a rise in orders during lunch at La Palapa. Our most recent measure to tackle this opportunity area has been to implement Buffet meals at lunch time to ensure faster service to our guests. We hope you visit us during your next stay at any of The Royal Resorts in order to witness how your comments have been heard and that our service is improving. Thank you for your kind words. Warm Regards.
Other trip Feb 18, 2015
Colleen
US
5.0 / 5Outstanding
"ROYAL CANCUN"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Had a great experience in Cancun. Was very happy with our accomodations at the Royal Cancun. Very clean and everyone is very friendly. We did the all inclusive and we would highly recommend it. All the restaurants affiliated with the Royal Resorts that we dined at were superb! We will definitely be back next year!
Genuine Expedia guest review
Other trip Feb 16, 2015
Tom & Rita
US
5.0 / 5Outstanding
"Would love to go back one day!"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
I spent HOURS reading the reviews for each hotel and put a lot of thought into the decision of where to stay. I am so happy we went with The Royal Cancun. If you are looking for an exciting, busy, full-of-entertainment hotel, this isn't the one for you. If you are looking for quiet and relaxation in a less crowded environment, stay here! The beach chairs were never full (the hotel next door had dozens of people each day come try to steal them because their beach was so crowded) and there is a long expanse of sand to use. This was our first all-inclusive experience, and we were very happy with the pool bar and 2 restaurants. We only ate at the Italian restaurant once, as we preferred the beach front La Palapa, but both were great, food and service. The pirate ships that go by in the evenings are noisy and did wake us up (beach front rooms), but it really wasn't a big deal. We also visited The Royal Sands and am happy we chose The Royal Cancun.
Genuine Expedia guest review
Other trip Feb 15, 2015
Ashley
US
4.0 / 5Excellent
  • Cleanliness
    5.0
  • Service
    3.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    -
Very family oriented with lots of retired couples and their families. Peaceful and relaxing. Lots of seaweed on the beach, but they tried to pick it up daily. Food was excellent. We got assigned to a "lagoon view" room when we arrived, which was actually a "loud and busy highway view". The following day we were given a poolside room on request.
Genuine Expedia guest review
Other trip Feb 14, 2015
A Traveler
US
4.0 / 5Excellent
"Great family friendly resort"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    -
Nice place to stay with our kids ages 4.5 and 2. Rooms are large and clean and very comfortable for families. We had a great view in B1223 of pool and ocean. Beach is a little small with no real waves or ability to swim more than waist deep. Was not really evening activities if you are looking for that and service and selection for dinner was poor. Pool bar was great, loved angel and felt very safe. Was loud at night with oasis palms next door and party pirate ship that goes by with canons but that ended by 10 pm. Taste of food was good. Overall good experience.
Genuine Expedia guest review
Other trip Feb 13, 2015
Dave
US
4.0 / 5Excellent
"Great place, odd all inclusive policy"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    4.0
The hotel was a great place to stay. The rooms were large clean and all grounds and buildings were well-maintained. The weather was cool this time of year but the pools are heated and comfortable. Restaurant options were limited but it helped having access to the other sister hotels affiliated with the Royal franchise. My only complaint would be with the administration of the all-inclusive package. This resort requires you to pay for your food and drinks using your room key like a credit card. Even though the bill comes to zero each time,you still have to give the card at the beginning of your meal or when you get a drink at the bar and wait for it to be returned with the receipt to sign for at the end. We often sat and waited for our keycard and check instead of getting on with our day and spending more time at the pool or the beach. Also when leaving a tab open at the bar we didn't have a key to get into a room with as the key was left with the bartender for the day. Finally when receiving our check there was a line for additional tip, it difficult to decide on how much the tip should be when the balance on the check was zero. With the all-inclusive already including the tip in your price, I'm not sure why they leave a line for additional tip on every receipt you have to sign at every meal and bar service.
Genuine Hotels.com guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We are currently working in developing an alternative tracking for our consumption centers. As you may know, our resort is a mixed use resort and does lend itself to a few challenges. Having guests in All Inclusive Package and some others in European Plan, it is important for us to maintain our standards and we need to keep a control on this areas. We're glad to learn you've had a great time enjoying your visits to the other Royal Resorts. We are sure that this is an added value for our guests and we know that Expedia's community will take advantage of the valuable insights you're sharing in your review. We hope to see you again soon during your next visit to Mexican Caribbean. Warm Regards.
7 night family trip Feb 3, 2015
A Traveler
US
5.0 / 5Outstanding
"WE WERE VERY PRESENTLY SURPRISED IT WAS PERFECT"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
COMPLEX WAS PERFECT STAFF WAS FRIENDLY SO CLEAN/ AND PEACEFUL
Genuine Expedia guest review
Other trip Feb 12, 2015
STU
US
5.0 / 5Outstanding
"Wonderful for our family"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
We stayed at the Royal Cancun Resort from February 3-10, 2015. We had one of the 2 bedroom, 2 bath suites that was HUGE compared to what I had been expecting. We had the all inclusive option (the time-share owners don't have this) that we took full advantage of. My family consisted of me, my husband, and 4 kids (10, 8, 5 and not quite 2 year old). This resort was so great for the family, the beach was so calm and shallow that my husband and I were able to relax on the beach chairs and enjoy the view without having to hover over the kids. The staff was absolutely magnificent! They made us feel like royalty, especially Juan at La Palapa (he deserves a huge raise). We did end up having to switch rooms on Saturday (the time-share days are Saturday to Saturday) which was a little inconvenient but they made the process smooth. Excellent food! Excellent room-service (even at midnight)! Excellent cleanliness! Excellent staff everywhere we went! We will definitely be returning soon! Overall great experience
Genuine Expedia guest review
Other trip Feb 11, 2015
Tiffany
US
5.0 / 5Outstanding
"Nice, Small Resort"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Small modest Resort, but very nice. Great beach front, great sand. The kids were able to snorkel right at the beach by the peer. There are only 2 eating options on site but both were good. Not much entertainment at the resort if that is something you are looking for. Bus to the sister hotel was convient to get to other eating options. We enjoyed our stay.
Genuine Expedia guest review
Other trip Feb 8, 2015
Julia
US
5.0 / 5Outstanding
"Great Experience"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
The property was beautiful. Two beautiful pools, an awesome beach and rooms the size of small apartments. The food was excellent. You must go to the Italian Restaurant. My family cooks Italian food and this food was as good as any homemade Italian food I've ever had. We travel often and I have never stayed in a cleaner room. We booked an all inclusive but it should be noted that this is also a time share property. We were bothered somewhat by staff trying to sell us a time share. If you have no interest in time shares you need to be very firm about this or they will continue to try and convince you to attend a 90 minute seminar.
Genuine Expedia guest review
Other trip Feb 8, 2015
Karen
US
2.0 / 5Fair
"All-Inclusive is a JOKE"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
The resort itself is nice, the staff was friendly, and it was clean. That's where the good things end. The food ranged from below average to terrible, and the "all-inclusive" package was a joke. 10oz plastic cups of keg beer, bottom shelf weak drinks that tasted terrible, no on site bars or entertainment past 10pm. We were not allowed to have cans of beer like anyone else because that wasn't included in our package. The "Italian" restaurant's chicken parm was room service chicken fingers with melted cheese on it. The guacamole was maybe the most disappointing thing of the trip--it tasted like it was slopped out of a bucket and certainly wasn't fresh. The fish tacos were soggy and taste-less. Not to mention we had to give our room key to get any food or drinks EVERY SINGLE TIME. Even passing through to get a coffee to take on a walk you had to wait and give a room key. All-inclusive should mean that you have a wrist band, you get whatever you want, and then you leave when ready, not sit there waiting for someone to bring you back your key and hand you a bill that reads $0 but has a line for tip. Tip is also supposed to be included with the REFINE all-inclusive package, making us wonder if we were being tricked into tipping twice or scammed by the package and cheating the workers out of hard earned money.
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We always strive to provide our customers with the highest satisfaction standards and we regret not achieving this goal with you. We are sharing your comments with the Food and Beverages department so that our service may improve. Traditionally, Fish Tacos have been one of our guests and visitors dishes of choice. We will review our procedures and standards to ensure this perception is not shard by any of our customers ever again. We have been looking for details about your reservation but we have been unable to find them. There's always an open channel with Guest Services Management to report this kind of situations while you're at the resort and we'll make sure to communicate this assertively to our future guests so we can promptly solve them while at the resort. We hope you've enjoyed the rest of your vacation at Mexican Caribbean. Warm Regards.
Other trip Feb 4, 2015
Doug
US
3.0 / 5Good
"Nice hotel, amazing beach, rude staff"
  • Cleanliness
    4.0
  • Service
    1.0
  • Comfort
    4.0
  • Condition
    4.0
  • Neighborhood
    -
The beach is amazing, the hotel is in great conditions, the food is good. The only problem was the staff, most of them are rude and incompetent. But other than that our stay was great, we enjoyed it very much. And I would return, not expecting much from the staff.
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We're sorry to learn you left with such impression of the hosts whom ultimate mission is to guarantee that you will get the best out of your stay. We take pride on the quality of service we provide and it is regretful to learn we did not achieve this goal with you. We will review our procedures and continue training our staff to ensure no future guest share this perception with you. Warm Regards.
Other trip Feb 3, 2015
valentina
US
4.0 / 5Excellent
"Nice for families with children"
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
This is a well taken care of time share consisting of retirees and families. Lots of children, whuch was great for us and our 7yr old daughter. The major pros are the comfortable roomy suites, the 24hr room service and 2 pools varying in depth. The cons, in the other hand, are the food just ok - 3 star at best. I would liken the quality to the food on a cruise - plenty of it, but just ok.
Genuine Expedia guest review
Other trip Feb 2, 2015
A Traveler
US
3.0 / 5Good
"Nice rooms beach it is not that good"
  • Cleanliness
    4.0
  • Service
    3.0
  • Comfort
    5.0
  • Condition
    3.0
  • Neighborhood
    -
the villas are perfect for families, it is very comfartable and clean. Nevertheless the beach it is not too good, quite small spaca, no extra towels, no service to the beach. the food in the resturante close to the beach is ok not good not bad. I will highly reccomend to go to the Italian restaurant in the hotel, the food is superb. Be patience the service is very slow , but you will love the food
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We always strive to provide our customers with the highest satisfaction standards and we regret not achieving this goal with you. The beach at this resort is nested in Cancun's bay. Protected by all sides by Isla Mujeres, Cancun Island and Cancun's continental shore. Because of this: the beach has shallow water and remains calm almost under any circumstance. However, we're sorry to learn you found service at the beach to be less than excellent. We will review or procedures to ensure no other guest share this perception of us. We are happy to learn you enjoyed La Trattoria which is one of our most recent additions to The Royal Family. We hope you've enjoyed your vacation at Mexican Caribbean. Warm Regards
Other trip Jan 31, 2015
A Traveler
US
5.0 / 5Outstanding
"Small resort - perfect for a quiet vacacation"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
We felt at home from the minute we arrived. Amazing staff and excellent service. We'll be back!
Genuine Expedia guest review
Other trip Jan 30, 2015
Stefanie
US
5.0 / 5Outstanding
"FUN! FUN! FUN!"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
We just came back from a week in the royal resort. We had so much fun. The weather was great and the hotel was very nice and comfy.
Genuine Expedia guest review
Other trip Jan 26, 2015
A Traveler
US
3.0 / 5Good
"Great Value, friendly staff."
  • Cleanliness
    3.0
  • Service
    4.0
  • Comfort
    3.0
  • Condition
    4.0
  • Neighborhood
    -
Although our party of 8 enjoyed their stay at the Royal Cancun, there were some significant negatives. Overall, we had a wonderful time, but some nuisance prevailed.Even though we were inclusive with wrist bands, we still had to sign for EVERYTHING, food and drink, total nuisance, often waiting for our "card" and bill to sign.. We had to fight to stay in our unit over a Saturday stay, would have been totally inconvenient to move and a loss of most of the day to monitor this, not what you want to do on vacation.. We had two rooms, four in each room. They didn't honor our request to be close together, very inconvenient at times. The party ships cruising by at night can be very loud. Several member of our party decided the liquor was watered down. With that being said, the staff was exceptional, with the exception of Rafael who was very rude upon checkin. The internet is a plus. If you want entertainment, this isn't the place, there isn't any.. It does offer a condo feel, rather than a busy high rise hotel feel. Transportation between other properties is a plus, but timing was every two hours, not always convenient. The towel check out area was tucked away toward the front of the property, would be much more convenient to check out towels at the Sports booth at the beach. Bars close early.
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resorts. We always strive to provide the highest satisfaction levels available and we regret not achieving this goal with you. Our resort is a mixed use resort and does lend itself to a few challenges. We use the Zero bill as a control system since we have guests in All Inclusive and others in European Plan. We are currently working on better ways to keep this control which would provide better satisfaction to our All Inclusive guests. We hope you have enjoyed the rest of your vacation at Mexican Caribbean. Warm Regards.
Other trip Jan 26, 2015
Chris
US
5.0 / 5Outstanding
"Cancun- Jan '15"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    -
Just got back from our 1 week vacation a few days ago, & we loved it!!! The hotel is very clean, the food is great but what stood out most was the awesome customer service! Everyone was so nice & helpful. We did the all inclusive & it was completely worth it, they have two restaurants & a bar/grill located next to one of the pools as well as a sports bar. We had most of our meals at The Palapa Restaurant, they serve breakfast, lunch & dinner, food is set up buffet style & everyday there is a different menu theme (fajitas, tacos, pasta etc.) but you also have the option to order a la carte. The food was always fresh & everything we had was good. The waiters were all so friendly & attentive, always checked on us & made sure we didn’t need anything. The room was huge, felt like we had a whole apartment to ourselves, Housekeeping stopped by every day, stocked our fridge, brought fresh towels & cleaned up if needed. Overall we were extremely satisfied. This was our first visit to Cancun & the royal resorts definitely helped in making it a memorable one. We would stay here again no questions asked.
Genuine Expedia guest review
Other trip Jan 26, 2015
Angie
US
5.0 / 5Outstanding
"Relaxation"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    3.0
  • Condition
    5.0
  • Neighborhood
    -
I read all reviews heard all the complaints. So here it is get the all inclusive it pays for itself just in food alone. The staff is great and friendly. Property is clean and well maintenance. I had room B1213 it had a view of the kids pool and partial ocean view. It was 50 yards from ocean awesome. The only issue I had personally with the room was my bed I got stuck with the 2 double beds and it was a little hard of a mattress for my liking. No other complaints, people were friendly ocean was shallow but clear, beach was clean. If you want quiet and relaxing stay here, this place shuts down at 930 pm. I would defiantly go back again.
Genuine Expedia guest review
Other trip Jan 26, 2015
A Traveler
US
4.0 / 5Excellent
"Family friendly, not Adult's Only Friendly"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    4.0
  • Neighborhood
    -
We tried a new location for our annual trip and got a great package and rate. The service was great, started with the front desk helping us get a different room to have a view. But some things were a determent to our enjoyment. We were informed prior to booking and when shown to our room there was an Adult's pool and a children's pool. This was not the case, and that was fine except the kids were swimming, snorkeling and eating at the pool bar area. This was marked as to being Adults only, but no staff ever enforced it. The Sports Bar on the resort has only a couple tables, and is mainly a waiting area for people going to the restaurant. Wife and I tried to have a drink after dinner and watch NFL, but all spots filled with young children. These are not huge things that would keep me from recommending this resort, but it was not what we were expecting. The service was great from start to finish in all areas of the resort. The staff worked long hours, but never lost their smile or level of service. This is a huge "Thank You" from someone who grew up in the service industry. It took a little getting used to on giving the room key at meals and bars. But fully understandable as still have the time share people as well as other type guests. Not a hassle as some made it out to be, just something new.
Genuine Expedia guest review
Response by The Royal Cancun, All Inclusive, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We are sorry to learn that you experienced such inconveniences during your most recent visit to The Royal Cancun. There is Security staff with specific instructions of asking people to take their children out of Adults Only areas. We will review our procedures and standards to ensure this policies are being enforced and properly applied when it is required. We appreciate your comments regarding the staff at the resort. We are convinced that our staff is our most valuable asset - second only to our customers - and that is the interaction between hosts and guests what makes the experience at our resorts so unique. We look forward to welcoming you again during your next visit to Mexican Caribbean. Warm Regards
Other trip Jan 26, 2015
Cory
US
5.0 / 5Outstanding
"Trip with kids"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    4.0
  • Condition
    5.0
  • Neighborhood
    -
We enjoyed our stay. We were upgraded to a two story villa but a regular room would have been fine. Food was acceptable which is all you can ask for at an all inclusive Kids enjoyed the paddle boards and kayaks and there were plenty of chairs on the beach and by the pool. Staff was friendly and helpful. If they had a hot tub if would have been perfect. Great resort and very clean
Genuine Expedia guest review
Other trip Jan 25, 2015
J.C.
US
5.0 / 5Outstanding
"Amazing stay"
  • Cleanliness
    5.0
  • Service
    5.0
  • Comfort
    5.0
  • Condition
    5.0
  • Neighborhood
    5.0
The food is amazing. Stayed at many resorts and this one has the best food,felt like I was back in the states. Rooms looks brand new from top to bottom. Very clean,quite, and very lay back. Definitely a family oriented resort not too much partying going on just mostly families.
Genuine Hotels.com guest review
1 night family trip Jan 19, 2015
A Traveler
US
4.0 / 5Excellent
  • Cleanliness
    5.0
  • Service
    4.0
  • Comfort
    5.0
  • Condition
    3.0
  • Neighborhood
    -
Hotel is an older facility with limited restaurants on site. Shuttle was available to go to the other hotels and restaurants. We wanted to just relax and not worry about additional intown travel. It was great time with family :)
Genuine Expedia guest review
Other trip Jan 22, 2015
A Traveler
US
Reviews and ratings contained within this site are the subjective opinions of customers and suppliers; they do not represent or reflect Hotels.com’s position. Neither Hotels.com nor the parties involved in providing review content shall be held liable for any damages of any sort resulting from use of these reviews
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