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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Hotels.com reviewsTripAdvisor reviews
4.4 / 5Excellent

Score breakdown (from 512 reviews)

  • Cleanliness
    Clean
  • Pool
    Great pool
  • Amenities
    Great amenities
  • Location
    Great location
  • Value
    Best value for money
  • Wellness
    Poor wellness & sports facilities
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4.0 / 5Excellent
"Good service"
Overall good service including good quality food. However, the wifi is not always available in the rooms.
Genuine Hotels.com guest review
3 night family trip Dec 23, 2015
A Traveler
US
3.0 / 5Good
the resort was small, there wasn't a lot of activities to do, we ended up spending most of our trip in one of the sister hotel, bigger, much better.
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, We appreciate you taking the time to provide feedback about your recent stay with us. We are sorry to read that the size and the activities provided at The Royal Cancun didn't cover your expectations. On the other hand, we are glad to know you took advantage of the convenience of using one of our other resort's facilities. We look forward to welcome you back in any of our sister resorts once more to enjoy a vacation that's up to the high standards we've held for our Royal Resorts owners and guests for more than 30 years. Kind Regards,
6 night family trip Dec 16, 2015
A Traveler
US
3.0 / 5Good
I ended up visiting the sister hotel for most of my stay
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Lynda, We appreciate you taking the time to provide feedback about your recent stay with us. We are disappointed to learn our service did not cover your expectations. We wish we had more specific information about our opportunity areas so we could work on improving our service. We hope we have the chance of welcoming you back once more to enjoy a vacation that's up to the high standards we've held for our Royal Resorts owners and guests for more than 30 years. Best Regards,
6 night family trip Dec 16, 2015
lynda
US
5.0 / 5Outstanding
"Highly recommended hotel"
A+++ hotel..couldnt get anybetter than this for the price
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Connie, Thank you for taking the time to write about your recent stay with us. We're glad to know our service exceeded your expectations. Looking forward to welcome you back on your next visit to the Mexican Caribbean. Best Regards,
1 night trip with friends Dec 14, 2015
Connie
US
4.0 / 5Excellent
"Cancun for Thanksgiving"
Except for the timeshare pitch, this place was great...This was the first time we tried an all inclusive hotel and the food and drink was great. Very convenient breakfast and lunch available poolside. Dinner options allowed us to go to other Royal properties which was a nice plus. They were fairly far away. This hotel is also pretty well off the beaten path as far as the hotel zone goes - another nice touch when traveling with younger kids.
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Michael, Thank you for taking the time to post about your recent stay with us. We are happy to learn you had a nice family vacation with us during Thanksgiving. We hope to host you again very soon! Best Regards,
5 night family trip Nov 21, 2015
Michael
US
5.0 / 5Outstanding
Every thing was really good, staff is friendly, food was great, we had a great time !!!!
Genuine Expedia guest review
Other trip Nov 3, 2015
A Traveler
US
3.0 / 5Good
"Very clean and roomy hotel but a bit disappointed"
The property is very well maintained and clean. The rooms are large, well equipped and the kitchens are nice if you do not have the all inclusive package. Now what disappointed was the food. The service was fine but the food was not great at all. We mainly ate at La Palapa and ordered room service at times. The food from room service was ok but the buffet at La Palapa was not good at all. You can also order from the menu they have but it seems that the waiters basically pushed the buffet and discouraged you from ordering something off the menu. Not sure if it was because we had the all inclusive package or they did that to everyone. I ordered carne asada nachos on the beach once and they were excellent, but ordered them again by the pool and as I was eating them realized that they had made them with left over meat and also a chopped up hot dog! Now I am not a foodie but I am not stupid either. That got me sick that night. The beach is mellow and the water is very calm and is great if you have little kids. But the water seems to be a bit cloudy because of a lot of boat traffic from an inlet/outlet near by. I have tried snorkeling around with my kids but the water was murky. I have been to Cancun twice before and enjoyed the beaches a lot more and the water was a beautiful turquoise. So if you want a resort to cook and hang out in you room or by the pool or are going to out and about exploring all day it is good, if not choose another one to the south.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Thank you for your feedback. We comply with the highest standards of food service practice and we are sorry to learn we did not meet your expectations. We will work on ensuring no future guest shares this perception of us. We are happy to read you enjoyed our spacious rooms, our cleanliness and had an overall great family vacation. We hope to have the opportunity to serve you again. Best Regards,
Other trip Oct 22, 2015
Ed
US
4.0 / 5Excellent
"Great Place"
Excellent place to stay for a relaxing vacation. I plan to come back.
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Rafael, Thank you for providing feedback about your recent stay at The Royal Cancun. We are glad to know that we met your expectations and provided a relaxing vacation. Looking forward to serve you again on your next visit to the Mexican Caribbean. Kind Regards,
3 night family trip Oct 11, 2015
Rafael
US
5.0 / 5Outstanding
"Amazing hotel"
I loved everything here! The staff was amazing, everyone couldn't be nicer and more helpful. Vincent at the front was always able to help with any questions and was over the top nice. All of the waiters were very sweet and willing to help you and some even joked around with you like Javier at the Italian restaurant. He was great. The rooms were perfect size. I had a 2 bedroom villa that had 4 beds and a couch and kitchen. There was 2 swimming pools, one with a swim up bar also. This helped to separate kids and families to the family pool. Plenty of beach chairs and things to rent for entertainment for free. They also had free entertainment at night, you just have to check the schedule for what's going on each night. Dave the dj was at a sister resort and it was so much fun on his karaoke nights.
Genuine Expedia guest review
Other trip Sep 13, 2015
Rachelle
US
5.0 / 5Outstanding
"Nice and quiet hotel on the beach."
Hotel was super clean and staff was super nice. It was right on the beach and you were able to get free gear to snorkel. They have a pier that goes out into the ocean and there are tons of fish there to see when snorkeling. The hotel is geared toward families and not toward party people. They only have 2 restaurants: one buffet place on the beach open all day and one open only for dinner from 5pm to 10pm. You can go to other sister hotels and eat at other restaurants which are included in the all inclusive rate. If you're the type with family and little kids and just want to relax, this is a great hotel to stay in. They do ask if you are interested in the timeshare but you can just say no and they leave you alone. The timeshare changeover is on Saturdays so that day might be a little noisy with some things no running like the kids club and hotel shuttles to other royal hotels.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Johnny, Thank you for writing about your recent stay at The Royal Cancun. We are glad to know you enjoyed the cleanliness of the facilities as well as the friendliness of our staff. Regarding our dining options, as you mentioned, you can delight yourself with the different restaurants at our other sister hotels. Looking forward to welcoming you back again during your next Cancun vacation! Warm Regards,
Other trip Sep 7, 2015
Johnny
US
4.0 / 5Excellent
"Family-friendly beach resort"
We came for a relaxing family vacation, and we definitely had it. The resort is not too big, and the all inclusive packet includes not only food but also many activities (ping-pong, tennis, bike, kayak, fitness room and classes, etc.). Beach was nice, as well as the pools.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Paolo, Thank you for your comments about The Royal Cancun. We are glad to learn you enjoyed our REFINE All Inclusive package along with the tranquility offered by our resort. We assure you we will find ways to improve so we can get a 5 star rating on your next visit. Warm regards,
Other trip Sep 6, 2015
Paolo
US
5.0 / 5Outstanding
"Peaceful and relaxing resort"
Delicious food, very friendly staff and a very relaxing/quiet place. Loved room service and the pool area, where you can order and eat at the bar. Pedro at the pool bar is an amazing server! Try their shrimp tacos and shrimp ceasar salad! Everything on the menu is amazing!
Genuine Expedia guest review
Other trip Sep 4, 2015
Anonymous
US
4.0 / 5Excellent
"Room AC noisy."
The only comment is that the room AC it was too noisy. Other than that good hotel and location.
Genuine Expedia guest review
Other trip Aug 30, 2015
A Traveler
US
5.0 / 5Outstanding
"Awesome family vacation"
We were a large group and the resort was great for that. The staff was wonderful and accommodating. We would definitely stay again!
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, Thank you for your comments. Looking forward to serve you again on your next vacation to Cancun! Best Regards,
Other trip Aug 30, 2015
Hanan
US
5.0 / 5Outstanding
"Highly recommended"
The best part of this resort was the staff. They were very friendly and accomodating. We loved them all!! The room was exceptionally clean. The beach was beautiful with warm, clear water that was calm enough to just sit and float. The food was very good with different themes at the La palapa. The only negative side which the resort cannot control was unsupervised children in the pool. It is definitely a family resort but parents need to realize that they cannot just let their young children hang out alone at the pool while they are drinking at the pool bar. We loved our stay and would recommend it highly!!
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Leslie, Thank you for writing a review about your recent stay at The Royal Cancun. It is rewarding to read comments by delighted guests such as you. Your satisfaction is what drives us to continue giving the excellent service you have come to expect from a company with 30 years of experience. We look forward to welcoming you again on your next vacation to Cancun. Best Regards,
Other trip Aug 19, 2015
leslie
US
3.0 / 5Good
"Resort in need of upgrading its facilities"
We have stayed in a number of resorts in Cancun - this resort comes out at the bottom of our list. The resort has only two restaurants, one of which is an Italian which needs to be booked in advance and has limited space. The other restaurants the food quality needs to be improved considerably. We were at the resort for 5 days and the menu was being repeated through these days. There is access to other resort and restaurants but these are 20 to 40 minutes on a shuttle. We were pleased with serving staff at the restaurants and pool bar staff - they were prepared to accommodate our needs wherever possible. We were disappointed at lack of entertainment - the resort needs to provide entertainment if it expects repeat business. The front deskstaff need training in customer relations. Our experience with couple of front desk staff was disappointing, they appeared not to care. The resort needs to modernize and look at its competitors if it expects visitors to return.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Krish, Thank you for taking time to post about our resort. Please accept a sincere apology for the behavior described by front-desk staff. Rest assured this is not a behavior promoted nor encouraged by Royal Resorts. We use zero-ticketing as a way of control for own consumption centers. As you may know, our resort is a mixed use resort and does lend itself to a few challenges. We're currently working on new ways to maintain our control without decreasing our customers positive perception. We would like to remind that while there's two restaurants on premises. Royal Resorts offers the opportunity to visit a whole set of different locations with the same REFINE all Inclusive package. We cordially invite you to try us for your next Mexican Caribbean vacation and we'll put an extra effort to ensure we provide you with the highest satisfaction levels as you come to expect from a company with 30 years of experience. Warm Regards.
Other trip Aug 15, 2015
Krish
US
1.0 / 5Poor
"Motto of this hotel: JUST SAY NO"
You want lunch at noon at the 1 breakfast/lunch place? No! You gotta wait until 12:45. You want to use the included kayaks or other water toys? No! You gotta sign up the day before, but only for the next day, no other days in advance. You just arrived after a weary day of travel to your pre-paid room and quickly check in? No! You fill out paperwork like you're adopting a child after you find there is no valet parking and friendly welcoming staff. You want to get your room cleaned outside of bankers hours? No! You expect housekeeping to clean the kitchen & dishes in your villa? No! That will put you back $75 a day. You want to take that plastic drink cup to your room from the bar? No! You will leave it. You think the plastic bracelet they make you wear 24/7 is enough to eat, drink and be merry???? NO!!! You better have your room key, too and don't expect any assistance in figuring out which is yours when they hand them back to your group. JUST SAY NO!
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We are sorry to learn your experience did not fulfill your expectations. There's food availability during the whole opening hours at La Palapa. However: Buffet is not always available since a change between the breakfast buffet and lunch buffet has to be done at some point. During high season is particularly difficult to get a Kayak and that's why we only allow reservations to be made one day in advance and only for an hour per room. Paperwork is a legal requirement for us and its made for your own safety. There's no way around it. All of our guests are promptly informed about the kitchen policy during check-in and it is also printed in the in-room magazine. We are sorry to learn we're not communicating assertively. We will find ways to inform our guests about our policies so this perception is not shared by any of our future guests. Please accept a sincere apology. I'm sharing your comments with the departments involved so that our service may improve. Warm Regards.
Other trip Aug 14, 2015
Hether
US
2.0 / 5Fair
"Not what I expected and won't be back"
All-inclusive is not really all-inclusive at this resort. For example, you can order from the left side of the menu for room service, but not the right. If you do order from the right (think pizzas, hamburgers and desserts) then you get charged the full amount. Similarly there are several items at the restaurant that also have surcharges applied. This doesn't make sense to me at an all-inclusive resort. Wearing a wristband is useless as you need your room key for everything. Even to check out pool towels they need to log in how many towels your room is taking. There's only one restaurant that serves all meals. The other is an Italian place only open for dinner with reservations. I called 4 different numbers trying to make reservations, no one answered. The beach is better suited for toddlers as the roped off area puts you in knee to leg deep water. You'll need to go to the next resort to get into waist deep water. Most irritating for me was the check out date. I asked for a late check out and was given it by the manager. Not only did housekeeping come twice hours before regular check out, the front desk called and said we were going to be charged $100 per hour for being past 11 am. If this wasn't bad enough, they shut off the room keys at 11 am regardless and locked us out of the room with our stuff upstairs. I will never come back, ever.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Linda, Thank you for taking time to post about our resort. We always strive to provide our guests with the highest satisfaction levels and we regret not achieving this goal with you. I've reviewed the available menú and noticed that third party providers items are side by side with the room service menu items. At the same time: from our restaurants, only about 5% of items have a surcharge and its applied to premium items such as lobster and prime rib. Nevertheless: I'm shared your comments with food and beverage management to ensure we take the chance of improving our opportunity areas in a prompt manner. Please accept a sincere apology for the inconveniences regarding the late checkout. It is completely on our side since Manager on duty didn't inform about late checkout. This is an isolated event and we'll make sure that it won't happen again. We are committed to take very seriously the feedback we receive from our customers and yours won't be an exception. Please allow us to demonstrate we can improve by considering us for your next Mexican Caribbean vacation. Warm Regards.
Other trip Aug 6, 2015
Linda
US
3.0 / 5Good
"A good family hotel"
We stay there for 6 days and it was a good experience food was okay everybody was nice.
Genuine Hotels.com guest review
7 night family trip Jul 24, 2015
Bernardino
US
4.0 / 5Excellent
"Solid first time visit w/ upside"
Nice baseline hotel. Convenience of other facilities is cool. Hate the timeshare aspect. Pushy sales effort is frustrating on vacation. Outside of that... the stay was exactly as expected. Good job.
Genuine Expedia guest review
Other trip Aug 2, 2015
A Traveler
US
5.0 / 5Outstanding
"Excellent hotel close to the beach"
Excellent service the hotel was clean, the staff was excellent and very attentive. We had a great time in this hotel, very good restaurants too.
Genuine Expedia guest review
Other trip Aug 2, 2015
sandra
US
5.0 / 5Outstanding
"Great no frills family hotel"
This hotel is very low key and easy for families. It's no frills - rooms are basic and very clean. Pools are also very basic. The food for all inclusive is fantastic. We ordered room service and it was fast and delicious. Fridge was stocked with soda water and beer. People do not "save seats" at this hotel so you don't have to worry about getting a chair by the pool or beach. The ocean is very mellow here. No spring breakers, quiet, an pd seems like a low crime area. It seemed like the drinks were a little watered down. You have to find a good waiter and tip well to get fast service at the pool. We had a great time with two little kids and we will be back!
Genuine Hotels.com guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, We appreciate you taking the time to write a review about our resort. We are glad to learn you enjoyed the quiet and tranquility offered by The Royal Cancun. We are also happy to know that our REFINE All-Inclusive package exceeded your expectations. We look forward to hosting you again! Kind Regards,
6 night family trip Jul 25, 2015
A Traveler
US
5.0 / 5Outstanding
"Great hotel for families"
Great experience at the hotel, the staff was very friendly and accommodating to all of our needs. Our hotel confirmation stated resort view but we got checked in to a room with a view to very busy and noisy main street and parking lot instead. That was disappointing... our concierge rep. Hannah tried to move us to another room for next day but no one called back to confirm so we decided to stay where we are and save us time with packing/unpacking. Beach was very beautiful with shallow water, perfect for our 4 year old! We stayed 9 days at the hotel, complimentary shuttle to sister properties was great the only con was that shuttle service was not offered on Saturdays so we just took a cab to shopping mall instead. Overall great stay!
Genuine Expedia guest review
Other trip Aug 1, 2015
Family of 4
US
5.0 / 5Outstanding
"our stay end of July 15'"
clean facility, friendly staff, great drinks and food. looking forward to going back again. we did the all inclusive and were able to eat and drink at all the other sister properties for free....
Genuine Expedia guest review
Other trip Aug 1, 2015
J.T.
US
5.0 / 5Outstanding
"Nice hotel. Great service. Great food."
Will definitely be back. Great place for families. Rooms have enough space for all 5 of us. Great food options. Calm beach for the kids. Loved it!!
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Erika, Thank you for sharing your experience at The Royal Cancun. We are glad to learn that you and your family had a terrific vacation and enjoyed our resort We look forward to host you again on your next visit to Mexican Caribbean. Kind Regards,
Other trip Jul 31, 2015
erika
US
5.0 / 5Outstanding
"Great beach for kids!"
This hotel was really nice. My kids had a great time at the beach because the water is not rough. They did all kinds of activities and loved the dock, and volleyball in the water. Food was good, service was great. And having a two bedroom suite is a big plus.
Genuine Expedia guest review
Other trip Jul 31, 2015
A Traveler
US
5.0 / 5Outstanding
"Nice hotel with helpful staff & nice beach access"
Great hotel for families with activities for both adults and children. Good food options and beach access.
Genuine Expedia guest review
Other trip Jul 28, 2015
Susan
US
5.0 / 5Outstanding
"Staff"
We had a great time, very restful and was great having everything onsite
Genuine Expedia guest review
Other trip Jul 27, 2015
Lesley
US
4.0 / 5Excellent
"Wonderful family resort"
The hotel and its staff are excellent, we can't wait to stay there again. However the "concierge" is eager to please until you decline the timeshare presentation. The "concierge" department is incorrectly labeled. They are timeshare sales people, that's it. Aside from that, the hotel is outstanding! The wait staff are super friendly and attentive. We highly recommend for families. Those looking for a party would be disappointed.
Genuine Hotels.com guest review
7 night family trip Jul 11, 2015
Tara
US
3.0 / 5Good
"Nice hotel and close to the beach"
Nice place to spend a week, service is good somehow the Itatian restaurant doesn't meet my expectation, overall it is a nice hotel
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, Thank you for taking time to post about your experience at The Royal Cancun. La Trattoria is Royal Resorts' newest restaurant. We're sorry to learn it didn't meet your expectation and we'll review our procedures to ensure none of our future guests shares this perception. Nevertheless, we're glad to learn you've had an overall good experience at The Royal Cancun and we look forward to welcoming you again on your next vacation at the Mexican Caribbean. Warm Regards.
Other trip Jul 12, 2015
engineer
US
1.0 / 5Poor
"Stay Away!Awful ... Rude staff waste of your money"
This hotel was one bad experience after another .... Check in started with a 2 hour staff and a rude receptionist ... Rooms are dated , filled with Mosquitos .... THE CLEANING staff left a dirty brush on our bed ... We tried numerous times to contact the manager of the facility and she was careless and gave us the run around ... She said she would call us back and never did and everyone we did they said she was " in a meeting " . The waiters are really rude and don't serve you properly, when we asked for a few minutes to review our menu that was not issued until an hour & a half of being seated and waited he walked off fustrated and slammed his menus down. It is a time share hotel ... They give priority to the time share people and try to move u out of your room at their convenience.... They asked my sister to leave her room because the "owner " was coming and wait in a room that had not been cleaned yet . They sell u an all inclusive package yet everything has an up charge that's not disclosed: food , certain alcohol etc . I booked an excursion and need to print a ticket ... When I asked the front desk for help they made me buy a internet card and Even buy paper .... After doing so their computers were down and no one available or interested in helping you . This hotel was the biggest disappointment and I urge everyone to stay away and not waste your money ... I waited so long for my vacation and this hotel ruined it ! We tip well I just don't understand!!
Genuine Expedia guest review
Response by The Royal Cancun, 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 rates and we regret not achieving this goal with you. We're sorry for what it seems to be an honest mistake by our maid staff. We are currently reviewing the data to ensure this won't happen again. Guest Services Manager has been informed of your experience and she will be in charge to take all the countermeasures required to ensure none of our future guests share this perception of us. Please accept a sincere apology. Warm Regards.
Other trip Jul 7, 2015
Estee
US
4.0 / 5Excellent
The personal concierge should advise guest that if they want to eat a restaurant outside, they should be responsible for their own transportation and it is not hard by taking a bus and how much they should pay for each trip. Should show guest how to make a call from a hotel to make a reservation for certain restaurant and phone number for each restaurant, also do not print the restaurant who are not affiliated with the hotel to avoid the confusion which restaurant guest can dine and which can not..
Genuine Expedia guest review
Other trip Jul 6, 2015
Donna
US
4.0 / 5Excellent
"Family with Teens"
We really enjoyed the Royal Cancun. There was enough variety of restaurants as long as we visited those that were at the Royal Sands and Royal Caribean for dinner. The beach at the Royal Cancun is sheltered, calm, and relaxing. Our kids were able to sail, paddle board, kayak and parasail without us leaving the resort. We did travel to the beach at the Royal Sands on two different days; this gave us bigger surf and a different beach experience. We debated the benefits of the smaller, quieter resort versus the bigger, more vibrant pool and beach. Even with our 3 teenagers (ages 19,18 & 13) we preferred staying at the quieter resort and traveling to the more crowded. We were there during sea turtle season and got to see some turtles come to shore to lay eggs on an evening where we stayed later at the royal sands (doesn't happen at the royal cancun).
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Sam, Thank you for taking time to post about our resort. We are glad to learn you took the advantage and visited the other facilites included with your Royal Resorts Reservation. It is true, The Royal Cancun is located within a privileged area protected by Isla Mujeres which gives it a calm and shallow beach, while at The Royal Sands there's many more waves. We are sure that both kinds of beach are enjoyable and we're glad to learn you did enjoy both of them. Turtle nesting season is one of favorite times of the year. Watching turtles come and nest is a marvel that we encourage our visitors to enjoy within a respectful environment. We're glad to learn you and your family enjoyed this experience. We look forward to welcoming you back during your next visit to Mexican Caribbean. Warm Regards.
Other trip Jul 6, 2015
Samantha
US
5.0 / 5Outstanding
"Best Baby Beach"
If you have little ones, this is the hotel for you. The baby beach has no waves and is very shallow so your kids can play in the water safely. Food is excellent, especially you can go to their sister hotels (free shuttle) and be able to eat and use the facility there. The 2 bedroom villa with full kitchen sleeps comfortably for 6. We love the staffs here. They are very nice and friendly. There were 14 (7-68 in age) of us and we had a blast at Royal Cancun. We will definitely come back!
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear TMV, Thank you for taking time to post about our resort. We're glad to learn you and your family enjoyed your most recent visit to The Royal Cancun. It is true: The Royal Cancun is nested in a privileged area of Isla Mujeres' bay which give us a calm and shallow beaches which is perfect for little kits and surely enjoyed equally by adults. We look forward to welcoming you back during your next visit to Mexican Caribbean. Warm Regards.
Other trip Jul 6, 2015
TMV
US
2.0 / 5Fair
"Disappointed"
First of all, the location, grounds and resort are in immaculate condition and I was very pleased with the property itself. The disappointment arises with the "all-inclusive" portion. We were given a wristband which is fine and you would think that would be enough to identify us as resort goers with all inclusive rights. They make you show your room key for every meal, drink, etc on resort property. You can't do anything without that so the wristband means nothing. They give you a credit limit when you check in of $300 and once that is used up you have to go back to the front desk and swipe your card again as it is not on file. I bring this up because you are issued a paper receipt or check for every meal item and drink you order for additional tips that are not included in your package. Any tours/excursions you charge to your room eat into that credit limit. If you are over, you have to "settle up" before you can even eat a meal or have a drink. The concept of all-inclusive is completely lost to these people.
Genuine Expedia guest review
Other trip Jul 6, 2015
A Traveler
US
3.0 / 5Good
"Staff was great, hotel not so much."
Stayed at Royal Cancun for 8 days. Hotel rooms need updating. Mattresses smelled. We had the all-inclusive package; unfortunately, the restaurants were average and waiters not too friendly. Best part of our stay was the hotel employees (front desk, cleaning staff, room service staff, phone staff, pool area waiters). We would highly recommend visiting Captain's Cove (restaurant included with the all-inclusive). Food was terrific, although some dishes required surcharge. We would also recommend visiting the Royal Sands (sister hotel) via the hotel shuttle - the beach there was beautiful.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Emma, 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. We're glad to learn you've enjoyed dining at Captain's Cove as part of your REFINE All Inclusive program. We hope that you've enjoyed the most out of your vacation in Cancun. Warm Regards.
Other trip Jul 4, 2015
Jack
US
4.0 / 5Excellent
We enjoyed it a lot. Great place to rest. Very friendly staff. The food was very good. Concierge was very willing to help. You can take a free shuttle to go and use other partner hotels facilities and restaurants. We will come again.We enjoyed it a lot. Great place to rest. Very friendly staff. The food was very good. Concierge was very willing to help. You can take a free shuttle to go and use other partner hotels facilities and restaurants. We will come again. We enjoyed it a lot. Great place to rest. Very friendly staff. The food was very good. Concierge was very willing to help. You can take a free shuttle to go and use other partner hotels facilities and restaurants. We will come again.We enjoyed it a lot. Great place to rest. Very friendly staff. The food was very good. Concierge was very willing to help. You can take a free shuttle to go and use other partner hotels facilities and restaurants. We will come again.We enjoyed it a lot. Great place to rest. Very friendly staff. The food was very good. Concierge was very willing to help. You can take a free shuttle to go and use other partner hotels facilities and restaurants. We will come again.
Genuine Expedia guest review
Other trip Jul 2, 2015
A Traveler
US
4.0 / 5Excellent
"Clean hotel with nice calm beach"
Specious and clean rooms with a well equipped kitchen. Food at the pool side was average, buffet choices seems to be about the same every day. Some dishes from menu were good but takes a while to get first the menu then food. The Italian restaurant was very good but go early because it could be long waits later on. The best part of this hotel is the beach with very calm water & white sand. We spent the entire 4 day vacation on the beach with a toddler and had so much fun just play in the sand and water. Water is very shallow that I don't worry about it been dangerous for a 3 year old. It's a nice quiet hotel over all. Everyone gets a new room assignment and most guests arrive on Saturday. We could not get a beach or pool facing room because we arrived on Sunday. We didn't spend much time in the room, so it didn't bother us.
Genuine Hotels.com guest review
3 night family trip Mar 1, 2015
Tina
US
3.0 / 5Good
"Terrible Hotel Staff and limited food selection"
The Hotel staff at check in was rude. The first you will hear is when you lose your wristband that you need to pay $150. The next is that you need to make a deposit on your CC for minimum $500. Every time you need to give them you room key if you want to order something to drink or to eat ... even if you have a yellow wristband. They moved us into a different room (on a short notice (the evening before the move)), because they need our room for one of their time sharing guests. Please don't attend the sales meeting for the property, because the staff is rude if you don't agree with their provided numbers. Oh and don't lose your towels, because then you need to pay as well. The buffet is really limited. You can chose every lunch and dinner between the same pork, chicken, or beef. The other options are rice, corn, or veggies. The only changes are in the sauce for the chicken. It should be okay for a weekend, but it is really boring for a week or more. The Italian Restaurant is pretty good, but you can only make a reservation on the same day after 9:00 am. The restaurant is usually booked at 9:10 am, so hurry up. On Saturday morning is cleaning day. This is the only day in the week, when they clean the pool area (because new guests are arriving on that day). The beach is small but clean.
Genuine Expedia guest review
Other trip Jul 1, 2015
Markus
US
5.0 / 5Outstanding
"Family Friendly Resort"
All inclusive is the way to go. Our experience started out great with the warm welcome we got from Jose at the front desk. The poolside attendant at the children's pool, Manuel, was awesome too. He remembered us and was always quick to bring us our order and constantly checked up on us. Order the shrimp tacos at the children's pool; they were amazing. Royal Cancun is a nice family friendly resort. The staff work hard, so tip well.
Genuine Expedia guest review
Other trip Jul 1, 2015
Family of Four
US
4.0 / 5Excellent
Didn't like the beach and the high pressure sales techniques of the timeshare. Couldn't ubdetstsmd the program. Language barrier
Genuine Expedia guest review
Other trip Jun 28, 2015
A Traveler
US
3.0 / 5Good
Front Desk staff needs to take lessons in customer service. Very unfriendly and not at all welcoming. Food was ok not great. Not 100% all inclusive. Some food items were an extra charge. Rooms were nice. Pools are clean and very nice.
Genuine Expedia guest review
Other trip Jun 27, 2015
A Traveler
US
5.0 / 5Outstanding
"We love it very relaxing place to be!"
I didn't think about writing anything, but after visiting this facility, I can honestly say that we will be back! We loved it my kids didn't want to come home, we loved the beach, the jet skies, the pool, the food and the attention was first class. We were happy to visit the Royal Cancun and we will return next year. Thank you, to the staff, for making us feel at home and making our vacation a wonderful experience for our family.
Genuine Expedia guest review
Other trip Jun 26, 2015
Jorge
US
3.0 / 5Good
"Beautiful Beach, awful customer service"
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
Response by The Royal Cancun, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. We've been trying to identify your stay in order to solve the AC issue you mentioned, but unfortunately we haven't been able to do so. Guests Services Manager has been informed of this and will provide a prompt solution to this subject. We have maintenance schedules but sometimes machines do not behave the way we expect and further work is required. Thank you for mentioning this situation. We're sorry for the misunderstandings about the consumption in the restaurants. It is true that we do not allow to subtract items from consumption centers, however: you should be informed of this policies before the situation occur. We are reviewing our procedures to ensure no future guest shares this perception because of this. At the same time: it is stipulated in our policies not to take cash from our customers. You should have been informed of this policy and the credit-line opening during your checkin. Please accept a sincere apology since we obviously have been unable to communicate this information with the assertiveness required. We are sharing your comments with the appropriated channels son that our service may improve. Please accept a sincere apology for the inconveniences. We hope that you've enjoyed the rest of your vacation in Cancun. Wam Regards.
3 night family trip Jun 12, 2015
A Traveler
US
3.0 / 5Good
there needs to be more food options, there's 2, a buffet option which I will say is very good for a buffet (but order off the menu, it's the same food as the buffet but better) and an Italian restaurant (reservations needed). the Italian restaurant is tiny, making it almost impossible to get into.
Genuine Expedia guest review
Response by The Royal Cancun, All Suites Resort
Dear Guest, Thank you for taking time to post about our resort. As a Royal Resorts Guest, you are granted access to all of the group's facilities. This includes several other restaurants you can access through the free shuttle running in-between resorts. We're sorry to learn you didn't take advantage of this amenities. Nevertheless, we're sharing your comments with the appropriated channels to ensure that our service may improve. Warm Regards.
Other trip Jun 17, 2015
A Traveler
US
5.0 / 5Outstanding
"Clean and comfortable hotel next to beach."
Suite are very comfortable, we enjoyed the stay. The staff were very helpful. The beach in front of the hotel were very calm, good for small kids. All-inclusive included the sister property facilities. Included many great restaurants such as Captain's Cove, Hacienda Sisal, El Conquistador. Also the restaurant at Sands (La Veranda) was also great
Genuine Expedia guest review
Other trip Jun 17, 2015
Kaushik
US
5.0 / 5Outstanding
"Family friendly hotel"
We had a wonderful time during our stay. The Villas are spacious and very clean. The staff is super friendly and very helpful. Our personal concierge Sam, was awesome! He went above and beyond to make our stay a great experience. Will definitely go back to the Royal.
Genuine Expedia guest review
Other trip Jun 13, 2015
Elsa
US
4.0 / 5Excellent
Overall great experience! Great staff, lovely calm beach and not overcrowded!
Genuine Expedia guest review
Other trip Jun 12, 2015
A Traveler
US
4.0 / 5Excellent
"Family friendly"
Very nice place for a family vacation. Very kid friendly
Genuine Hotels.com guest review
Response by The Royal Cancun, 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
"Great Beach and pool areas very clean"
Beds super uncomfortable Food average Very clean Service really slow Do not rely on bus from sands to islander Liked being able to eat at different restaurants Captains cove was to die for. Kids club great Beach and pool areas amazing Do not buy tours from their beach tour desk, they lie about what you get on your tour it is a huge waste of money. Great for families, but wouldn't go back again their are so many other places that are a lot better.
Genuine Expedia guest review
Other trip Jun 8, 2015
Bex
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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