6/10 - Bom
12 de jan. de 2026
We stayed three nights at Royalton CHIC Cancun, after spending New Year’s at Secrets Akumal in the Riviera Maya, and unfortunately this hotel did not meet our expectations.
The check-in at the Club Lounge was chaotic, crowded, and the staff was not welcoming or informative. What truly saved our first impression — and much of our stay — was Gilbert, our butler, who was exceptional: attentive, kind, efficient, and always willing to help. He truly deserves recognition and promotion.
Unfortunately, his counterpart Cesar, responsible for the morning shift, was completely absent. He never introduced himself, did not respond to messages, and failed to fulfill even simple requests made in person. This lack of balance between the butler team negatively impacted our experience.
Overall, the hotel is very noisy, especially in the restaurants at dinner time. For an adults-only hotel, the atmosphere felt far from it — loud, chaotic, and not relaxing. The parties and entertainment were also underwhelming, with limited options, short schedules, and little promotion.
The room service menu is very limited, and the lack of a delivery box means staff must enter the room, which affects privacy. While the staff is polite, the constant expectation of tipping becomes uncomfortable.
Conclusion: we do not recommend this hotel. The stay was not worth the price paid.
The only true highlight was Gilbert, whose professionalism made a real difference
Eduardo
Eduardo, viagem de 3 diárias
Avaliação de hóspede verificada da Hoteis.com
