Ratings based on 692 Verified Reviews
They paid and stayed. We double-checked.
4.7 Room cleanliness
4.5 Service & staff
4.6 Room comfort
4.6 Hotel condition
They paid and stayed.
for Familiesby A verified traveler from Wigan, UK
Will definately be coming back!!!!Posted Aug 25, 2015
We stayed here for 3 weeks with 3 kids 10,8 &6 and Absolutely loved this place. The rooms which are spotless are perfect for the 5 of us as there are 2 bedrooms. We enjoyed the food of which there was a different theme most nights - lobster night, tacho night, surf & turf etc. also experienced the restaurants at the other properties which were in the all inclusive package and were of a very high standard. ( Captains Cove is a must) even enjoyed the room service after a long day out! kids loved being in the pool and the beach is gorgeous. Great for kids as there was no waves . My kids generally don't like going to kids club but for the last 5 days of our stay they couldn't wait to get there. Lots of activities making bracelets, piñatas, cards, photo frames etc. Also loved being able to venture out to The Sands but overall I favoured The Royal as it has a very homely feel about . You can always find a sun lounger and a spot of shade but abit more difficult at the Sands. Overall a perfect location for a Family. Easy to catch the bus and near to the port to catch the ferry to Isla Mujeres or go on the Pirate ship (which is a must!!!) found the staff very friendly and helpful . I must mention that this property is immaculate. People seem to be working on it 24 hours!!! Never been to a place so well maintained. We were very sad to leave this place and know we have found that somewhere special that every so often we will return . Can't wait to come back.
for Everyoneby A verified traveler from Philadelphia, PA
The hotel is great for families!Posted Aug 24, 2015
Pros: It was quiet and peaceful. The villas were roomy and nice.
Cons: The 24 hour room service was great the first day but went downhill from there. We were missing parts of our orders constantly.
Location: Isla Mujeres was fun and a quick walk to the ferry from the hotel.
We stayed from Thursday through Sunday. It was very quiet and peaceful. The hotel staff were all very friendly and accommodating. Everything was easy to figure out and get to. The two pools and the beach were very nice. We did the REFINE all inclusive and the restaurants were all very good. The one you did not need a reservation was okay and good for anytime eating. I would definitely recommend this hotel and the all-inclusive for families.
for Familiesby A verified traveler from Lexington, MA, and Pisa - Italy
Family-friendly beach resortPosted Aug 19, 2015
Pros: Quiet, family-friendly resort. Location was good; many activities included in all-inclusive package
Cons: Accommodation was clean, but quite simple
Location: Many tours starts to Chichen Itza, adventure parks, cenotes, etc.
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.
Comment from EPC
Aug 31, 2015 by Sandra R., EPC
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,
for Everyoneby A verified traveler from Syracuse, NY
Highly recommendedPosted Aug 19, 2015
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!!
Comment from EPC
Aug 27, 2015 by Sandra R., EPC
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,
for Everyoneby A verified traveler from Wisconsin
A very welcoming staffs and clean hotel.Posted Aug 17, 2015
Pros: The food was delicious, the drinks were great, the room is clean everyday during my stay, and especially all the staffs were very friendly.
Location: Everything is close nearby and I love the free shuttle to the other sister hotels.
I love everything about the hotel and its staffs. I love the location of the hotel and the beach is just perfect for kids to swim and play on the sand.
Comment from EPC
Aug 27, 2015 by Sandra R., EPC
Dear Xia, Thank you for writing a review about your recent stay at The Royal Cancun. It is rewarding to read comments by happy guests such as you. We will 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 the Mexican Caribbean. Kind Regards,
by A verified traveler from Florida
Resort in need of upgrading its facilitiesPosted Aug 15, 2015
Pros: Good location with ocean view
Cons: See above. Also, why, when we have the all inclusive band that there needs to present room key and zero receipts are produced.
Location: Pool and beach only. Need to take local buses or taxis to go to other places.
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.
Comment from Hotel Management
Aug 21, 2015 by Cristóbal Galindo., Hotel Management
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.
for Everyoneby A verified traveler from México Distrito Federal
All Inclusive muy completo.Posted Aug 15, 2015
La atención del personal muy buena, muy bien ubicado y el All Inclusive muy completo. La comida de La Palapa muy rica y variada. vale mucho la pena y si queda uno con ganas de regresar.
by A verified traveler
Motto of this hotel: JUST SAY NOPosted Aug 14, 2015
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!
Comment from Hotel Management
Aug 19, 2015 by Cristobal Galindo., Hotel Management
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.
by A verified traveler from California
Not what I expected and won't be backPosted Aug 6, 2015
Pros: Really not much, but if I had to say something...painting at the kid's club was fun and so was playing bingo.
Cons: Everything. There's lots of miscommunication between staff, pool/beach service was barely existent, put beach towels by the beach, etc.
Location: The marina for fishing and the ferries are near by.
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.
Comment from Hotel Management
Aug 20, 2015 by Cristóbal Galindo., Hotel Management
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.
for Everyoneby A verified traveler
Solid first time visit w/ upsidePosted Aug 2, 2015
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.
Comment from EPC
Aug 26, 2015 by Sandra R., EPC
Dear Guest, Thank you for your comments about The Royal Cancun. We are glad to know you had an overall good experience at our resort. We will find ways to improve and provide an excellent service so we can get a Five Stars rating on your next visit. Best Regards,