Royalton CHIC Cancun

I am extremely disappointed with my experience at Royalton CHIC Cancun, especially considering this trip was to celebrate my husband and my first wedding anniversary. What should have been a memorable and special occasion turned into one of the most disappointing resort experiences I’ve ever had.

My frustration actually began before we even arrived. On June 20, I reached out to the hotel regarding anniversary amenities. After multiple attempts to get assistance, Front Office Manager Daniel Mendez finally responded on July 2, assuring me that Guest Services Agent Damian Gomora would send me a catalog of options available to help make our anniversary special. That never happened. No one followed up, no one reached out, and the promise was simply forgotten.

We specifically booked the Diamond Club experience because it advertised personalized concierge and butler service. Unfortunately, that was another promise that went unfulfilled. During our entire stay, no concierge or butler ever proactively reached out to introduce themselves, check on us, assist with reservations, or offer any of the personalized services that are advertised as part of the Diamond Club experience. It left us wondering what exactly we paid the premium for.

After traveling all morning, we finally arrived only to have our check-in experience start off poorly. We were given the wrong room number, forcing us to haul our luggage back downstairs to correct a mistake that should never have happened.

Despite the hotel knowing we were celebrating our anniversary well in advance, it was never acknowledged. There wasn’t a handwritten note, a balloon, a banner, or even a simple “Happy Anniversary.” The complete lack of effort was incredibly disappointing after weeks of communication leading up to our stay.

The rest of the trip only got worse. The food throughout the resort was consistently overcooked, bland, and lacked flavor. Our room’s garment steamer was broken, and housekeeping made little effort to create a welcoming atmosphere even something as basic as greeting guests while passing in the hallways seemed nonexistent.

As Diamond Club guests, we also expected a premium experience, yet the Diamond Club pool bar was repeatedly out of premium liquor. To make matters worse, nearly every time we stepped onto the main floor, someone was trying to sell us upgrades, vacation club memberships, spa packages, or excursions. Instead of feeling like valued guests on vacation, we felt like we were constantly being targeted for another sales pitch.

This was, without question, the worst resort experience I’ve had in Cancún. The lack of communication, broken promises, poor service, mediocre food, repeated inconveniences, and complete failure to acknowledge such an important milestone left us feeling overlooked and unappreciated.

Royalton had every opportunity to make our first anniversary memorable. Instead, it became an experience we’ll remember for all the wrong reasons.

I am deeply disappointed and will not be returning to any Royalton property. I also cannot recommend this resort to anyone looking to celebrate a special occasion. For a resort that markets itself as a luxury, all-inclusive experience, it failed on nearly every level.

This Was My First Trip Out The Country. I Did Research and It Landed Me At The Royalton Chic. When Booking I Chose the Diamond Club Package, While There I Upgraded To the Prime Membership. My Butler’s Iràn and Samara Were Top Tier!!! They Made Sure To Bother Us Just Enough; To Ensure That My Trip Was PERFECT!!! Iràn Even Walked To The Beach To Get Me After Having Too Much Fun(Late for Cabana Reservation) 😂!!! 10/10 HIGHLY Recommend

We did the diamond club package, and our butler Sandra was AMAZING. She was attentive, always willing to help even when she wasn't working, and made sure we felt taken care of even though she was short staffed and working double duty. She deserves a raise and a vacation!!!

The staff all around the resort were super friendly and helpful, they made our experience way better.