We booked a trip to the Royal through Vacations to Go for 7 nights at the Royal Cancun. We had to change our trip because of a family emergency surgery - ended up changing it to 6 nights, but paid extra to change it. Long story short, we ended up flying out the evening before because of weather and were told we would have to pay a full night extra to check in after midnight.

Upon our arrival at the Royal Cancun, we tried to explain our situation to the hotel, which was in no way helpful or courteous to our situation. We opted to stay in our friend’s room for the evening until our scheduled check-in the next day, but the resort refused to allow this. Not only did they insult us because we didn’t want to pay full price on a room for one night (The lease expensive room for the evening that was available was $800) and then they would downgrade our room for the rest of the trip (not sure why) or we could pay $450 to share a cot for the night in our friends room.

When we asked for the manager, Louis, he told us, “The guests we have that stay here, can afford to pay for it”. Then they actually wanted to hold our passports for the night, for no explainable reason. We told them we refuse to give them our passport in a foreign country and found that policy ridiculous. We ended up paying the charge for evening, to avoid further conflict after our long flight.

I was appalled at how they treated us, and then didn't care at all about customer service, not what we expected form a 5 star rated hotel.