Royalton CHIC Cancun

Hands down Gilberto and Samara provided the best service ever. Besides the good vibes and drinks s ) they are the reason we will be back. We had a small mishap and Samara handled it so discreetly and efficiently. We didn't want for much but what we did need was handled quickly and diligently. Shout out to our server Nelson in the seafood restaurant and bartenders Alejandro and Daniel!

I have stayed at other five-star properties in Mexico, including JW Marriott, Grand Velas and Fairmont Mayakoba, and this resort did not meet the same standard. Even adjusting for the price point, this property would not deserve a five star review. Although the staff were friendly, attentive, and genuinely welcoming, the property fell short of a luxury experience in several important areas.

My friend chose this resort for a birthday celebration. I booked a room with butler service and Diamond Club access. I did not use the butler service extensively because the group I was traveling with used their butlers to arrange most of the reservations and services for the trip. However, my interactions with the butlers were positive. They were friendly and responded quickly through the app. Like many Mexican resorts there is a lot of pressure from staff, including from the butlers, to write five star reviews, which is not appropriate for a true five star luxury property. I would be misleading other potential guests by giving this property five stars.

The biggest issue with this resort was the food, which I would rate two stars. It was underwhelming, with limited variety and inconsistent quality. The Asian restaurant was particularly disappointing.

During dinner at the Asian restaurant, we ordered the house white wine, but were told it was unavailable. This seemed unlikely, since the restaurants share the same house liquor inventory and a bottle could presumably have been obtained from another restaurant on the property. We were then encouraged to purchase a different bottle for an additional $65, which felt deceptive so we declined. The food was terrible and we tried multiple menu items including meat skewers, sushi rolls, Thai fish, pho, miso soup, and pad Thai. Everyone in our party agreed that all of the food was bad and the flavors were all a bit off. The sushi roll was fried in what tasted like rancid oil, sauces were too sweet, the pho was overly salty, the egg rolls were premade frozen mush, the miso soup was swimming with undercooked seaweed. We left most of the food uneaten. At the end of the meal, we received a review card that was already pre populated with five-star comments and ratings praising the restaurant, food and staff. This felt inappropriate and undermined my confidence in their review process.

We were invited to a “special VIP” four course meal for Diamond guests one night and that was underwhelming too. The beet salad starter was good, but that was the only bright spot. They served lobster bisque with a soggy, untoasted piece of baguette floating in the middle and there wasn’t a single piece of lobster in the bisque. The main was a skewer with two pieces of shrimp and a dry piece of beef served with steamed broccoli and cauliflower. The meal was basic, bland, and uninspired for a “VIP” dining experience.

Cleanliness and general upkeep also required significant improvement. The lobby had a noticeable sewage odor, which was unpleasant and made us not want to participate in activities hosted on the lobby floor. Air conditioning was inadequate in many public areas. We visited in October, so I cannot imagine how uncomfortable the resort would be during the hotter summer months.

I was also surprised that basic courtesy amenity kits were unavailable, even for Diamond club. I forgot to pack toothpaste and was told that the resort does not provide shaving kits or toothpaste. Although this may seem minor, it fell short of the convenience and attention to detail I expect from a true luxury property.

Several maintenance and safety issues need attention. Half of the buttons on the in-room safe did not work. When I raised it to maintenance, I was told that I would need to stay in the room for 30/40 minutes while maintenance fixed the safe. I do not want to spend time during my vacation alone in a room with maintenance. Why could they not send other staff to supervise?

The spring to the door to my room was broken and did not close automatically when leaving or entering, creating a serious safety concern, particularly for a woman traveling alone. I had to double check that the door was closed before walking away or else it would be left ajar for anyone to enter. After my first interaction with maintenance, I decided to not ask for it to be fixed and made a concerted effort to ensure it was manually closed each time I entered or left the room. The shower produced rusty brown water, which was alarming and unacceptable. I had to let the water run for several minutes to be sure it ran clear before entering the shower. Wallpaper was peeling in the elevator banks. Multiple AC ceiling grates throughout the property were rusted and would drip condensate on people as they walked underneath. The jets in the jacuzzi of the private rooftop cabana did not work. My bedside light would not work. The list goes on.

The spa was a bright spot. The facilities were very nice, and the service was excellent. I highly recommend getting a treatment there. I had an 80-minute massage and two hydrotherapy sessions, all of which were enjoyable and relaxing.

Overall, the staff and spa deserve five stars, but the food, cleanliness, upkeep, amenities, and overall luxury experience were closer to two stars. Compared with true five-star resorts, this property falls short. Significant improvements to maintenance, safety, hygiene, dining, and guest amenities are needed before it can reasonably be considered a luxury five-star resort.

This was such a great trip, great resort and especially great people. Gilbert and Samara went above and beyond to make sure anything we needed was taken care of! I definitely suggest asking for them if you book here!