I booked this room for my parents and wanted to join them for the holiday. They wanted to charge me a crazy rate for 2 nights, not even match the rate I paid and I would be staying in the same room! I could understand if I trying to crash all 6 nights. What's more, the front desk service was terrible. Literally made zero effort to help. Sheets felt like sandpaper. Had to call 4 times for towels. Dining took 2 hours minimum for 3 courses. Credit cards stolen in suite. Diamond is a joke. You guys, it was OUTRAGEOUS. 5 star hotel?? AS IF! 5 star view and nothing else. read more

I have to say I really enjoyed my stay I will start with the good , resort is beautiful our view was absolutely beautiful had ocean front we didn't do Diamond club they said the week we were there it was pretty much included except the top notch drinks , our room was beautiful double sinks I loved the hand held shower head over the rainfall that was in shower also nice little couch in room , shower wash, shampoo, conditioner, pretty good size , pool I should say 1 pool because the other pool was diamond club and the other is a small jacuzzi not hot cold but was very nice all the jets , the 1 pool I have to say I did not like how they had it set up the close half of it down almost all day doing something very limited on space to use they should of had 1more pool a adults pool and quiet ,room AC horrible didn't feel cold at all had to switch rooms Ours broke and the room we had smelled so bad I can't explain I wanted to puke that's how bad it was 10841 wow avoid that floor the smell will kill you , when switching it smelt so much better , view was not as nice so that was upsetting that they moved us to a lower floor with a view not good I think we should of been upgraded as we spent 2 days dealing with the AC issues but no given a room on lower floor .. they try to sell you way too much just want to be left alone on vacation not bothered every time I walk by a employee for spa , pictures ,And for the picture guy was very rude i did not like him at all very rude ,but o very I say I'm not interested leave me alone , I wish the had some chairs on the beach to lay out by water also , nothing down there but it may be due to turtles coming ashore at night to lay the eggs very cool also watched that and watched them hatch they have a fenced in part where they take them after she lays them to hatch and release at night very cool.. over all the resort is nice I would not call it a 5 star ..just because of the smell of room AC is horrible, lots of stuff falling apart already our drain in new room would not drain in shower but only had 2 days not worth calling about.. read more

Overall we enjoyed our nine days stay at Royalton Suites. The property and the rooms looked beautiful and had a modern feel. We stayed in a Diamond Club room so the service on the beach and the pool on the DC side was excellent. We never had any problems finding sun lounges and umbrellas. We spent a day at the spa and we enjoyed the experience very much. The reason for the three star rating is that the hotel wasn't finished when we were there. They were still finishing the main staircase so there was a lot of loud drilling noise and we could see the construction crew carrying the equipment and installing tiles. All this was visible from the lobby of the hotel. The downside of our vacation was the amount of seaweed covering the beach. On some days, there was so much of it, we couldn't swim in the ocean. We are big fans of the Royalton chain so we will probably visit another property in the future. Compared to the Rivera Maya location, this one is more of a hotel than a resort, probably because of it's size. read more

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Let me begin by stating the hotel is beautiful, but man do they need some customer service training. Our first night at the hotel we had dinner at Grazie, one of their restaurants, and after seating our party of 9, they inform us they actually have to split us up. Mind you we were already seated. Our next morning started off with trying to book a cabana. They gave us the run around for about 4 hours due to no one at guest services having access to cabana availability, how is that even possible? Beach seating/umbrellas are very limited, guest services was actually advising guests to move other guests belongings if they were away from their seat/umbrella! This was ridiculous, people were arguing about stolen seats and belongings! Imagine taking a swim only to find out your stuff is gone and your seats taken! Our 3rd night we had dinner at Hunter Steakhouse, where we received the worst customer service. They did not take drink orders and our food took 2 hours to arrive. When we asked about our incorrect orders, they responded with attitude, as if it had been our mistake. The buffet at the resort was amazing, I'd recommend to just eat there the duration of your trip. The servers on the beach we're also amazing, the food was good and they were very friendly. As I mentioned, the hotel is beautiful and our room was really nice, but I don't know if it was worth it. Good customer service is so important. read more

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If I can give this hotel negative 10 Stars, I would but Yelp only allows one star. This is got to be the biggest scam that ever seen in my life. They advertised that they are a resort when in fact they offer nothing that is resort like. The quality of the food is poor. The quality of the personnel is poor, they have no customer service skills whatsoever and most do not speak English so you better learn Spanish if you intend to stay at this hotel. The quality of their entertainment is poor. Everything is geared towards nickel and diming you to death. The staff does not know what is going on as you can ask 10 people something and get 10 different answers. They show a consistent disregard for your great experience. I do have to admit, that on day one I was super impressed because the hotel is beautiful and extremely clean, but if that's all you're looking for is eye candy and cleanliness than this might be your hotel but if you looking for quality then stay far away. There's plenty of resorts in Cancun the sold iers. read more

Under no circumstances would I ever recommend that someone book an excursion through Nexus (the resident excursion company) at the Royalton CHIC Resort in Cancun. Not only did we not get what we paid for, they refused to correct the problem they created. We have wasted far too much of our vacation time trying to get them to fix the situation. I wanted to warn others and i will never book through them again! read more

My friends and I had an incredible stay at the Royalton Chic. I cannot say enough positive things about the staff in addition to the obviously stunning building, pools, and waterfront view. Every time I went to get a drink, eat food, get a towel, etc. there was somebody happy to help. I felt so welcome to Mexico and I feel that the people who worked in this hotel made the stay infinitely better. Floriberto who works in the buffet, Victor who works by the pool, Omar who cleaned my room, Adrian and Adriana who ran water aerobics, Luis and Donis who bartended the swim-up bar, and all Diamond Club concierges were just fabulous and so kind to us. Additionally, the buffet was some of the best food I have ever had. All the food is so fresh and there is a selection of every type of food you could want. I did not personally love the restaurants within the hotel, but I think other people on my trip did. There was not a ton to do for spring break groups in the hotel at night, when there were not rooftop parties. The bar on the third floor could definitely feel more like a club if the hotel promoted it more, but I do not know if that was done on purpose to drive spring breakers to local clubs. Overall, I would definitely go here again and recommend it to anybody looking for an all inclusive experience in Mexico. read more

This hotel is new, beautiful, and the all inclusive food is actually good. There were a few things that bothered my group of four and that's the reason for a solid 3. The main issue was with the sales reps constantly trying to upgrade to diamond and sell us excursions. They did it every time we were in the lobby area. We all speak fluent Spanish and we had to get borderline rude w them so they would stop. My second issue was due their attention to detail. First, when I got to my room there was a bottle of champagne set on the table. However, my friends room had nothing and she had to ask for refill on drinks plus the champagne. It took a few hours for them to take care of it. Second, the cleaning people were lazy because I would purposely leave out items for them to take care of and they wouldn't. They were just doing the beds and ignoring the rest. Lastly, this hotel felt too quiet. There were a ton of areas to hang out, chat, and have a drink, but no bars/staff around. No where to get a drink from other than the room. So after the day excursions and all there was nothing to do. You felt like it was a Vegas hotel in a ghost town. read more

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My daughter and I planned a trip to Cancun for her 25th birthday in May of this year. We booked a stay at Royalton CHIC Cancun, An Autograph Collection - All Inclusive; located at Blvd. Kukulkan Km 9.7 Lot 13 C Mz 5 in Cancun. The resort was beautiful, there are no complaints about that. In the middle of our trip my cousin and a white lady had a horrible argument because the lady was following her and recording her. I grabbed my cousin, we went upstairs to the room and we both slept off what we thought was a fun day that ended in an argument. The next day, my daughter and niece came to our room and said security called them into their office and accused them of attacking someone at the pool. They let them know that they had no idea what they were talking about and they let them leave. The next morning there was a note on the floor in front of my room saying they needed to speak to us about an incident. We went to speak to guest services where they accused us of attacking a woman and immediately asked us to leave. They did not ask for our side whatsoever. We asked to speak to management. The manager's name was Yasmin Olgin. She looked us in our faces and lied over and over again. She told us there was video proof of the incident (there was not)and everytime we asked her to see it she refused. Later she told us she had not even seen the footage. She then told us that the woman was bruised. My cousin made absolutely no contact with this woman and later that day she was at a pool party, without any bruises. After the staff continuously lied to us they followed us around the hotel, to our room (the room that we had been locked out of), they stood in the doorway speaking in spanish. They treated us like criminals because they wanted to pander to a white woman. I had to find new accommodations in a foreign country. I paid for all inclusive, I was now losing money and was not offered any of that money back. After I booked a new hotel (that smelled horrible) I was then told by staff that they had an update on my case. The update was from the same white woman (not from actual footage because none existed). She apparently was now changing her story and I was no longer involved. However I had paid for a new hotel room, a taxi. They had already accused us and followed around the resort like criminals. It was a horrible experience. I am traumatized and will NEVER return to any Royalton CHIC and no other Marriott international owned hotel. I also asked for A number for Marriott so that we could inform them of what was going on, but they refused. I sent a message to Marriott and got a message back from a woman named Veronica Grajales, the post travel manager, who brushed my experience under the rug as if it were my fault even though I had nothing to do with it. BLACK WOMEN BEWARE. read more

I think this was the greatest Cancún vacation I've had by far. The waitresses and hotel managers/workers will go out of their way to make sure your happy, satisfied and met all of your comfort needs. If we needed an extra blanket we would call the lobby and 10 minutes later would show up with 2. Followed by a phone call later to make sure if we received them. Service was insanely good by all of the baristas/servers and beach tenders. We stayed for 5 nights and they never failed to fulfill our requests. Not only that but this resort gets you pumped on vacation, yes your their to relax but also excite you to get up on your feet to join day activities and that's how I met the coolest people! I don't know how their "vibe team" has so much energy in the 90 degree whether days but it sure keeps us all intrigued. You can't say no to charming Mexicans hahaha you just can't. The food was spectacular. Super fresh tacos and guac down to their all day buffet. I did not complain once about the food! My fav was the rooftop pool! It's $60 a day fee but it's so worth it. If you wanna get away from the crowded pool and just have a laid back time, this is the place! Has a great lively ambiance and plays house/trance music spice things up. The food on the rooftop had the best beach menu. So fresh and so satisfying!! I give this resort all the stars and would definitely come again read more

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all caps because i can not begin to describe the level of absolute disgust with this hotel. we were upcharged for so many things i cant even list them out. if you want free water, this is your place. inclusive? nope. stay far away from this place. tips are expected. i am happy to tip, but let me know before i arrive at the hotel. butler service? she was no where to be found. read more

This is the worst hotel EVER. If I could give 0 stars I would but I'm forced to give 1 star. Yelp needs to change that option. Worst customer service. Ac sucks/doesn't work.. it's so hot inside a RESORT. We upgraded for diamond club for $450, and literally what a waste of money. The only person that was cool here was Alfredo. Besides that everyone here sucks. Their staff is literally a joke. Especially Raphael. This guy is so shady. When we checked in he was pretending to record our upgrade and proceeded to usher us out. But I asked for a receipt, and after he went back to the computer and then printed out a receipt for me to sign. So basically if I didn't ask for a receipt, he wouldn't have given it to me and I assume he would've pocketed the money. Not only that we dined in their restaurant Mirage. Jesus Christ that place is a joke too. My friend is vegan and the waiter said he had a great meal prepared for her. She was served tomato, with tomato sauce. R U KIDDING ME? Lol I can't even be serious talking about it because it's so ridiculous. I don't even know what else to say but save yourself and never ever stay here. You'll thank me later read more

Apart from Royalton Check-In betrayal, everything was 5 Star. The Employees stood apart from all else! The food was excellent. The Suite was state of the art. The currents in the ocean were rough and not calm as we had expected. But all else was perfect. My plan was to arrive early and salvage the first day for my Wife. The front desk "delivered me over" to a commissioned salesperson under the guise of explaining the "Credit" coupon book. He then attempted to get me to make an appointment to hear about the club membership. It's of no interest to us and by the time we figured out about the Credit Coupon Scam, a good hour was wasted. The violated feeling I had, was as if I had met Judas! Nothing The Royalton could ever do, could make that act of treachery up to me. Apart from the Check-In betrayal, all else was great! read more

It was alarming how many of the staff were either unresponsive or disorganised. Examples include ordering room service for breakfast that they called me to confirm the order....2 1/2 hours later no food. I called and I was told there was no order. Then I was called back and I was told they made a mistake and it was given to another room. I had no breakfast that day so I just ordered lunch by that time. Next, I went on my Marriott app and reserved another night in a better room which the front desk confirmed. Then I was sent a WhatsApp message from the Diamond desk people telling me I am staying in the same room. Who has the right to tell me to stay in the same room especially when I reserved a better room at a higher room rate. I packed and came to the Diamond member area and I was told I had to wait to hear from them when the better room was ready so I went to my old room and unpacked. I didn't hear anything so I called at 3:30 pm and the Diamond staff were confused about the new room so I just said I would stay in the same room but I wanted to talk to a manager because they said they couldn't do anything about the fact I paid for a better room and I was staying in the old room so why would I pay the higher price still?? No manager contact. I asked for a manager the next day...no manager contact. A MANAGER WOULD NEVER CONTACT ME. I asked 3 times for a manager. There were different food events the whole week but when you ask staff where the event would be at the resort, they either didn't know but often sent us to the wrong location. Also, my friend was one of the guest chefs cooking for their event. On her night to cook, she personally told them to add me to the guest list and have me sit next to her daughter. When I was checking in, they couldn't find my name at all. After a while, I just left and went back to my room. The chef had to personally stop cooking to come talk to them to get me in. So bad. Then on the last day the butlers had our bags checked from the room. So we were told not to worry about the bags and everything was arranged with the taxi. We were in the taxi ready to go and the driver only had one of our names and would not leave and it was a bunch of back and forth on that issue. I will say that Carmen (the butler) was phenomenal!!! She eventually started helping me. But over all, there resort and activities were great but the service I received was horrible! BTW their Level 18 roof top bar and pool is on the 16th floor. Lol. 10/5 Update. They promised me a credit on my Visa for the upgraded room I never stayed in. Guess what, no credit has been given!! read more

We happened to be staying at a Le Blanc which is 2 resorts away, every night we walked by this resort it always caught our attention. We looked up reviews and it had great ratings so when we decided to extend our trip in Cancun it was either book our same resort for $900 a night or this place at $400 a night so of course we gave this place a try. Thank goodness it was just one night. We did a late check in(7pm) since we were out and about at Isla mujeres, the minute we walk in the room there was a sound of what I thought was construction going on, we ignored it and got dressed to go check out a restaurant in the resort. We asked for one king bed and got two full size beds instead, no biggie, but when we first touched the bed sets they were wet. We figured oh maybe they didn't let the bed sets dry long enough in the dryer. We were leaving early so we had our belongings packed and left out the clothes we would be wearing the next morning, so we went out and about in the resort. We got back to the room about 3 hours later and same knocking noise I heard earlier. This noise happened every 45 minutes to an hour! At first we thought it was a drunk person knocking down the hall so we called front desk (of course not answer). We could not sleep at all. Later we came to realize it was the damn ac. We were up pretty early since we couldn't sleep, once I turned on the lights the floor was super moist as long as our clothes we laid out. It was disgusting. When brought to two different employees attention they pretty much had nothing to say, not even a sorry. One employee even told us we probably had the ac to low (still not a reason) and that's why the noise was happening but when we walked into the hot room from the beginning, the ac was set at 80 degrees and still was making that knocking noise regardless. The only reason I give two stars is the restaurant we went to and the employees inside were really nice to us. All other employees we came into contact with which were front desk employees not much hospitality at all. I would have rather paid the extra $500 then have been woken up literally every 45 min and having to leave wearing moist/wet clothes that smelled like the damn room. I guess you really do get what you pay for. read more

We loved our stay here. This place constantly had stuff going on and is good for relaxation but better if you're trying to party a little bit. The rooms are huge, the restaurants are good (our favorite was Agave, the mexican restaurant), and the spa is unreal. I highly recommend grabbing a couples massage and getting some hydrotherapy in the largest jacuzzi tub I've ever seen. Hanging out at the pool, I had EXCELLENT service from Cesar at the pool bar. He was awesome all week long and made sure we had everything we needed. The same can be said for Alejandro when we were on the beach. He took good care of us the whole time. The rooftop bar/pool was only open for one day while we were there due to weather, but it's amazing when you get up there. read more

The Royalton was horrible. There was something wrong with the pipes in the building. Every night a loud banging noise would come from the walls which would keep me up all night, we I attempted to report this to staff they simply said they are working on it. Also staff from the resort stole money from the my room. They somehow got access to the safe and stole 300 dollars. Which would have been not such a big deal, however, what really made me angry was when we report this to hotel staff they treated us like we where the one that stole are own money. They did a pathetic attempt at cross examining our story, the guy kept saying different amount of money to try to get me to make a mistake in the amount of money reported. They told me that they would inform me of there so called investigation findings in a couple of days but they never contact me or told me anything. Furthermore, service was horribly slow, it would take 30 min to get a drink if you are ordering from a waiter, even when you tip them. On multiple occasions I tip the waiter even before he got me the drink and the waiter would just disappear. After all of this you do not have access to the roof top pool as it is for diamond members only. And even if you buy the 60 dollar entry fee per day, you still have to pay for drinks which are free a floor down. Listen to this 9 US dollar for a can of beer that is free down stairs. Do not waste your hard earned dollars or even more importantly your time at this place. read more

Great facilities. Diamond club is a lie! Awful dinning experience for big families group. Late reservations only, fixed menu ( bad) and kitchen just closes. Be careful with family style.... it is a joke. read more

DO NOT BOOK HERE! My boyfriend and I were robbed by room service, we stayed here 4 nights so we decided we wouldn't need the room to be cleaned and put the "DO NOT DISTURB" sign on our door for the whole entire stay. We left the resort 1 time our entire trip, when you leave the resort they ask you your room number and they ask you for it again when you walk back in through the front doors. So they know EXACTLY when you are not in your room and off the hotel property... when we were packing up the next morning to head back home I realized I was missing $1,100 cash from my purse!!! This purse had not left the room so they only way the money could have disappeared is if someone entered the room while we had the do not disturb on our door, and what a coincidence that we realized it after the ONLY day we had left the hotel. We stayed in contact through the hotel via email and let them know what went on and they REFUSED to check the cameras, refuse to give us a refund, and tried inviting us back for 3 free nights as if that just excuses the fact that we had our privacy violated and were robbed by a hotel employee. SAVE YOUR MONEY AND DO NOT STAY HERE read more

The service here was absolutely horrible The workers were rude my room was dirty and filled with bugs it was a horrible experience and I was only there for four days and just to mention if you're looking for somewhere to feed the family this is not the place the food was all dry room service was always very late and often bring the wrong orders the reason that it is inclusive hotel is because how bad the food is read more

Just returned from a week stay. Overall, it was a really good time. The service was great, and all the employees we met were very nice and went out of their way to help. We were diamond club and never had to worry about a loungers by the beach, there were plenty. Beach service was great, always bringing more drinks. The food was overall good, not something that blows you away. The buffet was good with a wide variety. Steak house and Italian were our favorites. The butlers were nice, but we never really needed them. After they made reservations for the week, that's all we needed. I guess it didn't have that "it" factor that would want me to go back. All things being equal, I would go to the back to the Vine, just for the food and upgraded pool and service. read more

Fyi...long review! I absolutely wanted to give five stars but there were a few hiccups that occurred during the 1st couple days of my stay that I just cannot ignor. I was celebrating my BIG 50th Birthday and had been planning my trip months prior to my stay. With the help of my friend/travel agent somw things should have been put in place prior to my arrival that simply were not. I spent 7days and 6nights at the resort. Upon check in I was told that they didn't have my requested room (a king bed instead of doubles) so I would have to change rooms the nwxt door which meant I couldn't get comfy. Still in all I was just excited to be there. I asked (per the instructions of my travel agent) if any special items were placed in my room for my birthday, ie balloons, a special treat or whatever they dis to acknowledge your special occasion. I was told that there wasn't. Yes I was disappointed but evwn that didn't necessarily change my excitement. As I madw it to my room there was a bday banner on my door. Ok they tried. Next day I inquired about my new room ans was told to come back im a few hours. No problem...I enjoyed their absolutely amazing pools. Went back at the time given, and I sat there waiting forever just to be acknowledged. Finally a gentleman came to assist ans I explained the situation. As he scrambled to make things right, the lady that told me to come back later acted as if she didn't know what was going on until I told him that she assisted me that morning. I still had to wait to finally be placed in my new room so this was day two of me having to just chalk it up. That angered me. My companion spoke with a manager named Aaron explaining everything and assured him that he would make it up to me. That Thursday (I arrived on Sunday) the managers idea of "making it up to me was having someone put balloons in my room. I expected a special meal,.a bottle of wine or even a spa treatment but a few scattered balloons was a slap in my face. Ok enough of the negative. Let me rave about my virtual butler GABRIELA. She kept a smile on my face and made my overall stay easy breezy. She made sure I had every dinner reservation I desired and also suggestea a few dining ideas that worked out perfectly for me. THANK YOU AGAIN GABRIELA. You must goto the spa. Diane and Maricella took great care of me. The restaurants were great but HUNTERS was exceptional. Exceptional food and staff. The resort itself is breathtaking and the pools are everything! I can't wait to go back and hopefully I can extend the 5 stars the Royalton is surely worthy of. read more

I recently stayed at this hotel so I want to share my thoughts below about this new location. The Good First: Very nice hotel overall, the restaurants and bars inside the hotel are all good, the workers inside do there very best to make sure you are happy. Overall food is good and the elevators are a little faster now vs. when it opened. Roof pool area had excellent service.. only issue they did not have all of the premium tequilas that you would expect. The bad: Lower outside bars very inconsistent, most of the time I waited to get a drink or to order food, it's not that they were busy just they had no urgency. They would be doing little things and see guest standing and waiting but still no urgency like inside the hotel. I asked for food from one of the bartenders he said a waiter will come and get your order which took about 15 minutes before someone showed up, I travel to Cancun 3-4 times a year and stay at many hotels and all of them take my order but not this one. The bar over by the kids area under the hotel was the worst, several guest would stand waiting to place an order just to get a drink and there would be 3 bartenders standing there talking and they would look at you but they would not come over right away, very odd. Almost lazy like attitude. After my experience at the lower outside areas I just stayed on the roof top pool area. Not one bar in the hotel had Grand Marnier, crazy right most hotels in Cancun carry this Liquor since it's great with margaritas. Plus if you wanted a snack on the roof top you would have to pay for it or go downstairs get it and come back up odd, it's confused on if it's an all inclusive. They said the roof top gets outside guest so they have to charge for food but if you have a bracelet you should not be charge right ? Wrong they charge so I had to go downstairs to get food and then come back up Overall at this time unless they make some changes there are better hotels at the same rate that I would stay at. read more

If there was an option to leave 0/5 stars that would be my choice for this resort. I do not recommend this resort to anyone whatsoever. check-in the room was late. And today we had money stolen from us, FROM OUR ROOM! 300$ total thankfully it wasnt our passports or any other belongings. If i had to recommend one thing, if you decide to come here ALWAYS keep your money on you because apparently keeping it in the safe isnt good enough. After reporting the issue to guest services we were treated like we were in the wrong by reporting the issue. Security came up to our room and started searching our drawers and clothes for the money. they kept trying to interrogate us as if we "STOLE" our own money what a joke. Upon security leaving our room they said that guest services will get back to us with answers in 48-72 hours and now it is time to leave this "AMAZING RESORT" and they have not provided us with any explanations. Also the room AC had a banging noise every night, I dont think I had one good sleep. So much for a "LUXURY" resort. The food was good that's all i can say about this place. read more

My experience at this resort was the worst of my 14 visits to Cancun's Hotel zone. I booked a Diamond Club Oceanfront King room and while checking in at the exclusive club concierge I was told they do not assign beds until arrival. Therefore I had to accept two double beds. After debating with them for two hours and refusing to accept what I did not pay for they gave me the King bed. I was introduced to my butler (LeFranc) whom escorted us to our room. For the next 7 days we were harassed by the Travel Smart staff trying to get us to attend their travel club presentation. Being Diamond Club guest promised to afford us vip reservations for dining, spa, pool and beach loungers. What a joke!!! Every morning before 8am all the Diamond Club loungers at the club guest pool and beach area were occupied by towels. (which the resort stated was not acceptable) When I asked the beach butler to help us find and area on the beach we were told he could not move the towels. Every time our butler Lefranc made dinner reservations for us there was an issue when we arrived. We had to wait up to 2 hours to be seated. One evening after a all day excursion we arrived back at the hotel after 11pm on a Sunday and all the dining option were closed. We ordered room service, took a shower and relaxed until food arrived, we woke up the next morning the food never came. Every morning I ordered the same thing for breakfast and room service would forget something every time. Coffee, cream and sugar. I could never get all three. We were told the rooftop is for Diamond Club guest only. There is a stage, pools, restaurant, hookah and other entertainment. Being a club guest only gets you access to the rooftop, there is an extra expense to eat at the restaurant. We were on the 14th floor. The wait for an elevator was ridiculous. There are 5 elevators and it would take at least 10-15 minutes to get one then it would stop on every floor until it reached the lobby.My husband broke his nose on an excursion and when we wanted to cancel our next excursion set for two days away our butler Laura ensured me that everything was taking care and canceled. One day before the excursion Lefranc informed us that it in fact was not canceled and if we did not attend we would still be charged. After speaking with the hotel manager, the tours manager and two doctors visits we were able to get it canceled. The service was horrible. My husband and I are moderate tippers. Usually about $5 every drink received and $15-$20 every meal. We began to tip even higher in hopes of better service, did not help in the restaurants, poolside or on the beach. There was one server named Erick Paez (at Bares) lobby bar that was awesome. He was very polite and welcoming. He even remember what kind of drinks we like and would just bring it whenever he saw us. He went out of his was to cater to us and we really appreciated his hospitality. Our butler Laura was a complete waist of money. She was never available for any of our needs. She actually made things worst by not doing what she promised. Our butler Lefranc was great!!! He definitely went out of his way to try and make things better for us. He would come to the restaurants at our scheduled time to make them seat us at our reservation time. He often checked on my husband after he broke his nose. He went to management to see if they would compensate us for the trouble with cancelling the excursion. They would not, but he tried. I would never stay at another Royalton. They are all about the money and not about hospitality. The entire hotel is beautiful. The spa was very relaxing. All the pools are way too small, including the Diamond Club guest pools. Too many extra expenses for an all-inclusive. They were only concerned about getting people to join the travel club. We spoke with other couples who were very unhappy about the things they were promised as travel club members and Diamond club guest. read more