Ratings based on 1,276 Verified Reviews

4.0 out of 5
81% of guests recommend
4.5 Room cleanliness
4.3 Service & staff
4.0 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from Minneapolis, MN

Awesome hotel, great food, AMAZING STAFF

Posted Jan 29, 2017
I loved everything about this hotel. Very clean, food was amazing, gorgeous views.. the major thing that stood out to my boyfriend and I was the staff. So, so very nice. They went out their way to make sure everything was perfect for our stay and were always smiling and very polite! The only slight complaint I have is that the beds were very uncomfortable and it was hard to get sleep. Otherwise, we had a great stay and plan on coming back!
Comment from Hotel Management
Jan 30, 2017 by M Contreras, Hotel Management
Thank you so much for your wonderful review! We are so happy to hear that you enjoyed your experience and plan to return. Hopefully it is not too long until we see you again!
4 out of 5
Recommended
for Everyone
by A verified traveler from Lincoln, NE

Nice close to beach and shopping.

Posted Jan 27, 2017
Pros: I like that it is a medium size hotel with closeness to beach. Love the new water park they added for kids.
Cons: The acoustics in the main lobby and Italian restaurant could be better. The sound echo's extremely.
Location: Shopping is great. There are two malls easily in walking distance.
We have stayed at the Park Royal for several years. The place is large enough to get away but small enough to feel comfortable. The staff here is excellent. They are warm and welcoming.
Comment from Hotel Management
Jan 27, 2017 by M Contreras, Hotel Management
Thank you for sharing your vacation experience with us. It is a pleasure to know that you enjoyed your stay with us and we look forward to welcoming you back again soon.
4 out of 5
Recommended
for Everyone
by A verified traveler from california

excellent service

Posted Jan 26, 2017
Pros: Family things to do, and adult things.
Cons: The buffet could be improved.
Entire staff was excellent from the wait staff to the ashtray person, very kind and enjoyable.
Comment from Hotel Management
Jan 27, 2017 by M Contreras, Hotel Management
Thank you for your coments
2 out of 5
by A verified traveler

Staff Unfriendly, Unhelpful

Posted Jan 26, 2017
My room wasn't ready until much later than promised, staff was unfriendly and unhelpful with issues that came up.
Comment from Hotel Management
Jan 29, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.
1 out of 5
by A verified traveler from Seattle

Bad experience. Dont waste your time!

Posted Jan 25, 2017
Pros: Rooms were nice and clean
Cons: Everything! Entertainment, Food, Staff
Location: LaIsla Mall, Aquarium
We did not enjoy our stay at this hotel. The hotel is outdated, very limited food, mostly cheap pasta, no meat during breakfast! No hotel entertainments. No kids club. POOLS ARE NOT HEATED. Our kids were bored, we were sad and bored. Hotel staff always lied to us all the time, limited drinks. Hotel was clean, location was good, experience inside the hotel was HORRIBLE. We would not come back here even if it was free.
Comment from Hotel Management
Jan 30, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.
3 out of 5
by A verified traveler from new york

It's ok

Posted Jan 23, 2017
The rooms had no iron and the variety of food in the buffet area was ok, more variety would be nice. They had a restaurant for formal dining but I could eat there since it's for adults only and I traveled with my 4 year old son.
Comment from Hotel Management
Jan 26, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.
2 out of 5
by A verified traveler

Wouldn't come back

Posted Jan 14, 2017
Pros: Pleasant and friendly stuff, but they are not prepared for any emergency situations. So watch yourself out.
Cons: Food variety, rapid service.
Location: Shopping mall is 5-10 min away.
We spent a week in this hotel and it wasn't the most pleasant stay. Hotel is very small and there is nothing to do if you didn't get lucky with the weather like us. Food choices are very poor. You'll get 2 options of meat, the same fish, rice and potato, and sometimes pasta. And every day is like this. Our room was pretty clean but we had some troubles with the shower and it smelled each time we used it. We also had to wait until 4 p.m before they checked us in even though we came at 2 p.m and official check-in time is 3. Do not go to the presentation they will offer. It's a complete rip off. You'll just waist your time and get nothing. Don't fool with certificates or other benefits the'll promise. It's rubbish. We spent there almost 4 hours and felt so drained.
Comment from Hotel Management
Jan 18, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.
4 out of 5
Recommended
for Everyone
by A verified traveler from Costa Rica

Nice Hotel for the Family, great location.

Posted Jan 14, 2017
We stayed 5 nights at this hotel with my 2 kids 10 and 6 yo and they really enjoyed it. Room was nice and comfortable, pool area for kids was great and good food variety. Staff was always nice and helpful. One night we arrived to the room and it smelled like cigarettes so we call the front desk and they came immediately to check the next side room. They woke up the next door people and did confirm they smoked in the room. They sanitize the rooms andl solved the problem quickly (and did charge a penalty for smoking). Location in just excellent!!!. Right next to the Island Shopping area and short bus ride to Dolphin Beach and downtown Cancun and other areas of interest. It was very convenient since I rented a car for couple of days and the rental cars is right at the Island Shopping area... easy to pick up and return.
Comment from Hotel Management
Jan 15, 2017 by M Contreras, Hotel Management
Thank you for sharing your vacation experience with us. It is a pleasure to know that you enjoyed your stay with us and we look forward to welcoming you back again soon.
3 out of 5
Recommended
for Everyone
by A verified traveler

Nice, modest hotel on a gorgeous strip of beach.

Posted Jan 10, 2017
Pros: Lobby is attractive, staff is friendly, rooms are spacious.
Cons: Dated decor in rooms. My room did not smell fresh.
Location: Right on the beach.
The lobby is modern, clean, bright. The staff is friendly. I was disappointed in my room because it smelled of paint. I called the front desk and they sent someone to clean to try to fix it which worked temporarily. Mattresses aren't the softest. I give it 3/5 stars.
Comment from Hotel Management
Jan 13, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.
3 out of 5
by A verified traveler from Calgary

Good food for the majority of our stay.

Posted Jan 3, 2017
Location: The location is very close to the Aquarium and a mall which is an advantage.
The hotel is not what I expected for the price we paid. To think that we went there during Christmas, the activities they prepared were below par.
Comment from Hotel Management
Jan 6, 2017 by M Contreras, Hotel Management
Thank you for taking the time to share your concerns with us. We are very disappointed to hear that your experience during your stay did not live up to your expectations. Please know that our employees are trained to deliver exceptional service to all clients and we apologize if that was not the service you received. We will address the problems to ensure that they do not occur in the future.