Royalton Suites Cancun Resort and Spa

THE WORST THINGS The Royalton Suites Cancun is a beautiful resort with well appointed rooms, views and white sand beaches so it hurts my heart to say that they lack the quality of service and amenities that I am accustomed to. For this reason I have to give them a rating of 3. Let me state that although I am used to Butler service and premium amenities I am not the type of person that feels entitled. As a matter of fact I usually take care of my own room and just request the things that I am out of because I understand that the staff works really hard and I like to lessen their burden whenever I can. My friend and I went there excited to celebrate our birthday and looked forward to being acknowledged for this celebration. However, we had to voice our dissatisfaction about not being recognized and on the last day our Butler's finally placed balloons and a banner on our door and had some refreshments in our room. But to our surprise the next morning the sign was gone and all we could say is what the what???? There was also a day we were sitting on the beach and requested a bucket of water with ice and was denied this service although they had no problem with providing this to other guest in our area along with being told that we could NOT have pina coladas either????? The funny thing was we did not ask about the drinks before Martin (on Tues, I had to make a distension because there is another wonderful Martin who worked on Mon and Wed) told us that he was not allowed per the direction of his supervisor, we were sitting in the Diamond area, again, what the what???? On the rooftop there was a restaurant called Level 18 which we were told that we could NOT eat there during the day but could go ONLY one time for dinner. Based on this information, we thought this place was something special but to our surprise, the restaurant was a regular pool side looking place. The best part of the restaurant was the impeccable service from the wait staff, the food was just okay and again we were disappointed because we thought it was an elegant restaurant. The Diamond only lounge was NOT worth the money, they served the same thing day after day and there were NO premium liquors until the day before we left, the frig did not even have one bottle of water and the wait staff when we went twice did not even acknowledge our presence. Room service was horrible and the food on the menu really I would not serve to a dog. I have never seen a limited food list for room service. One night all we ordered was orange, and pineapple juice and I kid you not it took well over two hours to deliver to our room. As a matter of fact we were just about to get in the bed and heard the knock on our door at 1:45 am, what the what????? I could have run to wallie world faster than that. I read the reviews on the food and thought that people were just acting privileged but I must agree that it was not the best. We mostly ate cook to order stir fry every night. THE GOOD THINGS (Staff Members etc) Despite the fact that the service that was paid for was lack luster and NOT the of the quality status that I am accustomed to from the other competitors the Royalton is a nicely decorated resort with a very nice beach, rooms and a friendly staff. We did make the best of our vacation because we did not want the negative items to reunion the meaning of this vacation. We absolutely thought the views from the beach were all of God’s glory, just simply beautiful. The entertainment could go past midnight, but overall it was good. One night they had Latin night on the 3rd floor and Victor Lamas was SIMPLY AMAZING!!!! Victor was the host of the evening entertainment, and believe me his did not disappoint. I really enjoyed being pulled up several times to dance with him which helped a disappointing stay to become a little enjoyable. The nightly entertainment was good for a resort we did enjoy it as well. The casino night was a lot of fun but children should NOT be allowed to be in a casino it sends a back message to them, even with play money. Casino night also should have gone on longer and better and more gifts should have been provided as well. These staff members were AMAZING!!! First shout out to Victor Lamas for the amazing nightly entertainment, his never ending energy, his dancing, and hospitality. Javier Icthe-Smart Travel was also simply wonderful. Javier greeted us mostly every morning and pointed us in the direction of events and things to do and helped us answer any questions that we had during our stay. Now the good Martin (worked on the 24th and the 26th) on the beach in the Diamond area whose service was above and beyond. Martin came and greeted me and my friend and asked us what we wanted and we NEVER had to look for him because he kept coming with service that was always provided with a smile. Martin even made sure we got food and constantly provided us with cold water because it was HOTTTTT!!!!! Karlos, my man with the relaxing cold face towels and smile that simply made our day. Karlos always prepared our lounge chairs and made certain that we were comfortable and had everything that we needed. Thank you Karlos for making sure we were relaxed and enjoyed our beach outings. You even missed us on the day we went on an excursion which we appreciated the thought. Now Roberto Contreras waited on us at our cabana on Friday 20th and I must say that Roberto warmed our hearts with the level of service that he provided. I taught Roberto how to make my signature mimosas and in turn Roberto brought my friend and me several drinks that he made himself and they were magnificent! We did not want for NOTHING on this day as a matter of fact; I had to make him take a lunch because he would not take a break. As a mother I could not allow this to happen. We enjoyed the quality service but believe people should be respected. Roberto also remembered that we were checking out the next day and to our surprise he prepared my signature mimosa (called The Tanya) for my friend and I. We talked about this all the way to the airport because we appreciated that he went far and beyond our expectations and we sincerely appreciated it. By the way Roberto, you did well with making “The Tanya” just make sure you pass along the name on the beach whenever you serve them. Rene from Smart Travel was also very helpful with answering questions that we had and helped us with our beach problem when we could not get help. Lastly, Keno wasn’t even our butler but whenever he saw us he always asked if things were okay and if we needed anything. Keno was very personable and we appreciated his passion for his position and the professional attitude that he wants to make sure every guest whether they are assigned to him or not is having an enjoyable stay. Thank you so much to all of the staff members that I have listed. Each and every one of you brought a special, professional level of service that was unmasked by others and we greatly appreciate your dedication and hard work. Sergio, I would like you to reach out so that I can answer your question you purposed. Mrs. Lovejoy-Capers

From the food to the service to the well kept pool, the Royalton suites was by far one of the best vacations my family and I have had. Every single worker on the beach works very hard and never stop. The seaweed was a bit of a problem but it was still a blast.

I stayed on the 13th floor and got the best service ever! Keno, Veronica and Rueben did a amazing job. They mad my birthday experience at the Royalton one to remember. If you ever visit stay on the 13th floor!! Despite the issues at checkout the supervisor Sergio took care of my people. I would definitely be back!