Important Hotel Information
- Please note this is an Adult Only property. Minimum age for check in is 18
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DO NOT "Expect The Exceptional"02/21/2013
Well, the royal's motto "expect the exceptional" is not accurate. i suppose it all started with the bogus "online check-in" feature on the royal's website which promised ...
Well, The Royal's motto "Expect the Exceptional" is not accurate. I suppose it all started with the bogus "online check-in" feature on The Royal's website which promised no waiting at the check in desk. In addition, the touted "suite selection" was not working on the website, so I emailed my preferences as directed... to no avail. Once we arrived for check-in, the process took over 2 hours. During this time, one of Royal's associates ("guest services") tried to sell us a time share without being very clear about what he was selling. We had not even toured the property at this point (we were never offered a tour as a matter of fact), were tired from our travels, and just wanted lunch. We requested a non-smoking room but got a smoking one that reeked of cigarettes. Trying to fix that was quite an ordeal. They were very adamant about not having a non-smoking room available in the entire property (hard to believe as we arrived at 11:30 AM, were willing to wait for a room to be cleaned, not to mention there are over 300 rooms on the property). We asked them to check The Royal in Playa Del Carmen...no non-smoking rooms there either...hmm. They even shuttled us to their sister property next door and showed us a room we could stay in...with bunkbeds! By the time we arrived back at The Royal they had magically found a non-smoking room. However, we were down-graded for 1 evening and promised an upgrade on a higher floor the remainder of our stay. The next morning when we notified the staff we were ready to change rooms... you guessed it, the upgrade room was no longer available. We were informed by a manager that requesting a non-smoking room is simply a request. They will not guarantee a non-smoking room prior to your arrival as there may not be one available. Worth taking note if you are sensitive to cigarette smoke. A front desk associate did say he was sorry and he wanted to send something up to our room as an apology. Well, that never arrived either! More on the time share or "club membership"... the associate followed up with us with notes, phone calls, and finally tracked us down in person less than 24 hours after our arrival and started his evasive/indirect appeal again... we said we were not interested, and he let it go. In fact, he dropped us flat... did not even offer a smile when we saw him around the resort the remainder of our stay. If Royal wanted to sell us something, why not offer it at the end of our visit once we had a feel for the place? In light of some guests having special beach bags and others not, not to mention 3 different colored armbands, it was obvious to us all guests were not the same from Royal's perspective. I should also mention how hard it was to get dinner reservations! Only to arrive at the restaurants for dinner and see they were half full at most. Again, our armband must not have been the correct color. It is a shame our stay was tainted by these things. I suggest you read up regarding the Real Club. There are plenty of forums on here where travelers have reviewed the club and their experiences with "guest services." Once we got the correct room (the one we should have had in the first place), it was nice. The food was good and varied. The spa was wonderful. Most of the staff in the hotel were friendly although seemingly contrived at times; ironically, the least pleasant folks were at the front desk! I would not recommend The Royal. This was our 5th trip to the area in the last 5 years. There are many other great options in Cancun and Riviera Maya.
Our get away vacation was great!12/29/2012
The staff is by far the best asset of the royal. guadalupe, raphael, jessica and noe come to mind, but there were many others. we didn't see the housekeeping ...
The staff is by far the best asset of The Royal. Guadalupe, Raphael, Jessica and Noe come to mind, but there were many others. We didn't see the housekeeping staff, but their extra touches were evident in our room. Luis may have had too much fun helping our group make up for lost time at the swim up bar on our arrival day. The trip ended much too quickly. Each year our group decides where to vacation, but my vote will be for The Royal!
Fabulous Place with Great Food and Atmosphere12/22/2012
Great service, very clean, very nice! excellent and highly recommend. we will be back!
Great service, very clean, very nice! Excellent and highly recommend. We will be back!
Such an amazing place!11/04/2012
I just got back from the royal in cancun and have nothing but nice things to say. the staff is the nicest group of people you will meet and are ...
I just got back from the Royal in Cancun and have nothing but nice things to say. The staff is the nicest group of people you will meet and are so attentive and willing to help with anything. The hotel is beautiful and immaculate. Everything is extremely detail oriented and there are special touches in everything. The work that goes into the shows and parties is amazing and all the hard labor involved is incredible! We went to the White Sands beach party, the Halloween disco, the Mexican show and the Wonder Years show. All were so unique and really executed well. The food was great and we were able to sit at the tepanyaki table at Asiana and watched Alex put on a great show! Every meal we had was good and we also enjoyed the snacks in the 24 hour lounge. We had a lot of fun playing Bingo with the event staff, shout out to Tori, Ale, Jessica and Luis. We also highly recommend finding Frank's section at the pool or beach! He was awesome! Best trip ever!!!! Highly recommend this place.
First night becareful10/15/2012
I used online checking they advertised all you would have to do is grab your key and go to the room. we were told that we would not like the ...
I used online checking they advertised all you would have to do is grab your key and go to the room. We were told that we would not like the room we had, but could upgrade for $240 more. When I ask why the room was no good and they said the ocean was partially blocked by a restaurant and we wouldn't qualify for the Chef's Plate restaurant . I ask to see the room and she talked to someone and then said we could have the better room for $120. Well after a long delayed flight, we were worn out and I said "I'll take the room". We were starving and saw a restaurant open outside by the beach. We got right in, but we were put ocean side, very nice for the first night. we had a couple of beers and then tried to read the menu with the candle at the table, I saw lobster and that's what I ordered. To my surprise after we were ready to leave the waiter had me sign a ticket. It seems when we read the menu in the daylight there's a charge for the Lobster. So much for the five star rating. We've stayed at other 5 star hotel in Mexico and had Lobster and the biggest Prawns I've ever eaten with no extra charge. We looked for that room that was blocked by the restaurant and could not find it. Beware.
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