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Royalton Riviera Cancun Resort & Spa
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Reviews (10,532)
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Reviewed 3 weeks ago via mobile

We just got back from Cancun and I have to say it was a fantastic week! The service is amazing in the entire resort. Great food, drinks,entertainment and spa!
I would recommend this resort even do the Beach was not great!

Stayed: April 2018, travelled with family
Thank Funislands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Royalton Riviera Cancun Resort & Spa, responded to this reviewResponded 2 weeks ago

Dear Funislands
Thank you so much for your comment, it is always wonderful to read positive comments like yours. Your opinion is very valuable and we will be sure to show it to our staff. We hope to welcome you again at Royalton.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

The hotel was beautiful and I could see if someone had never traveled to Mexico and experienced the beautiful crystal clear water Mexico is known for but that is not the case for this resort!!! The beach is nice but the water is completely murky!!! We were told by employees if you go to the other side of the island the water is crystal clear. we were told the reason for the water being murky is due to there is a reef in this area.
The other huge disappointment was experienced at check in. We had requested a room with two beds along with a sleep/couch with the Jacuzzi tub on the balcony along with a ocean view, plus we needed it not too far away from the main lobby due to our mother is 77 and its not easy for her to get around. The 1st room they sent us to was beautiful but it was only one bed and no balcony Jacuzzi and a pool view with a glance of the ocean. There were 5 of us so that would not work!!! We went back to the front desk and they horrible!!!!! They told us we went to the wrong room even though that was the room # we were given??? They then gave us another room # to go to it did have the correct # of beds and the balcony Jacuzzi but again a very long distance for our mother to walk and the view was not what we thought we were getting. The pics on the web sites show a beautiful ocean view. Its not that!!! All of their ocean view rooms are a pool view; if you lean over the balcony you can see the ocean. When we went back to the front desk again we were told that is the "ocean view, if you actually want to see the ocean and not the pool you have to book a ocean front room". We asked about switching to one but none were available an they could move us to another room with a little better view the next day but it would not be that much closer on the walk for our mom plus they wanted a extra $600 to do so!!! We asked to speak to the manager and we asked him if we could explain what had happened during this check in experience and he would not even listen to us!!! Needless to say we had to stay in our room. We were so disappointed that our first day was just wasted with the horrible experience.
We ended up still making the best we could of our stay. The food was very good at all the restaurants and buffet. The employees and wait staff were all wonderful except for the front desk. Three stand out employees on the beach were Bryan, Carlos and Armando. They were so sweet and we definitely tipped them well!!! The main thing you should know before booking this resort is the pictures are very deceiving so be aware and go to another resort if you want beautiful clear water!!!

Room Tip: book a ocean view not ocean front
  • Stayed: April 2018, travelled with family
    • Location
    • Cleanliness
    • Service
2  Thank patti l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Royalton Riviera Cancun Resort & Spa, responded to this reviewResponded 2 weeks ago

Dear patti l
We value your comment and are also delighted to read that you particularly like our various restaurants, our higher brand liquors and our facilities.
We continuously strive to meet the needs and expectations of our guests, therefore your feedback is very important to us. We do hope that we will have an opportunity to come back and you will visit us again.
Luxury Regards,
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

So first impressions of Royalton Riviera were very good as we were greeted from the coach with drinks and a towel. It was all a bit chaotic from there onwards though as our cases were taken to one side and we were told to go through to reception. We had to then give somebody our room number and he said he’d bring the cases up for us. Half an hour or so later he arrived. (This is not needed. People can take their own cases up to their rooms).

Food: Excellent! We are both Vegetarians and felt that there were many options we could have and both had wonderful meals!

Drinks: Awesome! Grey Goose, Absolute, Captain Morgan’s and more. All top notch spirits there. Cocktails were nice however no menu at the pool bars was very annoying.

Entertainment: Not very good at all, the less said about that the better.

The room: was very good but the constant noise from the main area was overwhelming. Drunk people screaming their heads off at 2am when we’re jet lagged is not fun. There seems to be nobody telling anyone to be quiet which ruined this for us.

This is a drinking hotel so if you want a peaceful holiday I definitely suggest not drinking here.

I just want to say that the staff were amazing! Please tip them as we weren’t sure the process but they get paid very little apparently.

One negative of tipping is we noticed the pool waiters/waitresses would not even come to you unless you tip every time. Personally I think it’s disgusting and not what we expect. They would go to the Americans around us that were tipping in dollars but as we had pesa they completely avoided even serving us.

Your staff saved this review from being 3*.

Thanks

Stayed: April 2018, travelled as a couple
2  Thank Aidan O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Royalton Riviera Cancun Resort & Spa, responded to this reviewResponded 2 weeks ago

Dear Aidan O
It is always a wonderful to read positive comments regarding our guests’ experience at Royalton. Thank you for your posting on TripAdvisor. We are happy our facilities and services meet your expectations and maintained our high standards. We are also glad staff was able to make your holiday a magical one, the most important goal is making sure the overall guest experience was as wonderful as it can be. Also thank you for your feedback. We hope to welcome you once again at Royalton.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Our trip this year was to pick a hotel for our son & future daughter-in-law wedding to take place in May 2019. We chose to stay at the Royalton & made an appointment to visit another hotel, which we did. Could not compare to the Royatlon so they booked the Royalton! Let's get the bad part of the review out of the way. This was our first time staying at the Royalton, so we were all a little nervous. When we arrived they took our party to check into the Diamond Club, which is a separate check in room. What a nightmare!!! No one knew what they were doing, they ran out of wrist bracelets so we had to go back an hour later. We had reviewed all the restaurants and asked if they could get us a reservation for that evening and they told us they did, unfortunately no one made the reservation. With all that being said, it is an amazing & beautiful property. The food was excellent, the pool area is breathtaking and the pool staff goes above & beyond...love them all, great pool entertainment. The first night we arrived we went to the evening entertainment by the pool, the band was fabulous, after that average entertainment. But I will say they always have some type of activity going on, whether it be tequila tasting, cooking class by the pool, & the vendor market! Our only advice to management is get the check-in up to the standards of the rest of your hotel before our May 2019 wedding!!!

Room Tip: If you are staying at the Diamond Club, building 6 is perfect location
  • Stayed: March 2018, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank 410Sandra
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Royalton Riviera Cancun Resort & Spa, responded to this reviewResponded 2 weeks ago

Dear 410Sandra
It is always a pleasure to read such positive comments regarding our guests’ experience. Thank you for your posting on TripAdvisor following your stay with us.
We appreciate your kind remarks and are delighted to hear your overall experience at our Hotel was positive. We look forward to welcoming you back on your next trip to Riviera Maya.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

I went to Royalton resort for a wedding, And unfortunately did not have a good experience. This disappointment was shared among most of the wedding guests I talked to. This is my 3rd time traveling to Cancun and going to an all-inclusive resort, and my experience at Royalton was nothing compared to my other trips.

-Rooms: the resort tries to market their rooms with very misleading titles. “Luxurious jacuzzi suite”, “Hideaway Room” etc. the rooms are nothing like what the picture makes them look like, there is nothing hiding in the hideaway section. The jacuzzi is old and rusty. Unless your room title says ocean view, you are left with a view of concrete wall and swamp. Most resorts have a mini bar in the room but we only had 2 beers and 4 sodas in the fridge.
I traveled with my wife and booked the room for two people. When I got there the resort could only offer me a two bed queen room. The front desk staff were almost rude/annoyed about my request for king bed. They promised to get me into another room the next day but this never happened.
Room service- my experience was ordering at 7:45 am, but having to cancel it at 9am since we had to get to our shuttle by then. Even when I called to see when we could get our food , I hung up because I was put on hold for 10 min. I heard from other friends that they had a good experience with this.

Resort food- absolutely terrible, between all the guests nobody was happy with the food. I am not a big foodie and usually don’t care much about the food but this place is on a totally different level. They have couple of restaurants that requires reservations. However unlike all the other resorts, you can only make reservation on the day of and only at 3 pm. So there is a Line outside of each restaurant. We tried the Hibachi grill, which we couldn’t even eat any of the food. The chief was very un experienced and could not do any of the expected cooking shows. They have one main buffet which we are mostly at but was never left satisfied/happy, just fed. Very poor hygiene, cooks touch the food with bare hands. They have a juice station which was either very watered down or was made from concentrated syrup (it did not taste like juice).

Location- kinda sucks, the only good thing about it is that it’s near the airport. Resort is between Cancun and Playa which makes it impossible to get out and walk around if you want a break from the entertainment.

Entertainment- almost nonexistent. Even though this place has a “hideaway” section which is for adults only. They have very little entertainment. Most of the day we had to carry our own speaker because the pool speakers was always on a jazz music loop. They have pre planned activities like foam party that was laughable.

Drinks-mostly cheap alcohol unless you ask for specific top shelf option which still didn’t taste right.

Conclusion- there is so much more I can say that is bad with this resort but this review is getting long enough. There are so many resorts in Cancun and Playa that are much better and worth your money. Don’t waist your money, and more importantly your time here.

Stayed: April 2018, travelled as a couple
1  Thank Rouzbeh S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alfonso L, Gerente at Royalton Riviera Cancun Resort & Spa, responded to this reviewResponded 2 weeks ago

Dear Rouzbeh S
We have read all your comments about your stay at Royalton Riviera Cancun
For sure this is not the level of service we strive to provide to our guests and it is your feedback which allows us to fix the issues occurred
Trusting that you will give us another opportunity to welcoming you back to the Royalton Riviera Cancun.
Luxury Regards
Alfonso Lopez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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