Royalton Riviera Cancun

ninawP6496RB wrote a review August 2025

Best 30th bday celebration ever!!! 🥳

Beautiful resort, yummy food & great service. Gina and Enrique were the absolute best. Very friendly, professional & helpful. Cant wait to go back:)

Date of Stay: March 2025

silver162005 wrote a review August 2025
Croydon, Greater London, England

Amazing hoilday!!

Had an amazing hoilday at the Royalton Riviera Cancun. We was there til the day it close for refurbishment, we didn't notice much what needed refurbishment maybe a little weather damage to the building. 100% would go back the tui reps and all staff was amazing. The entertainment team done some great activities for adults and children to enjoy. Definitely visit the Zen, grazie and the carribean restaurant. Book them daily on the app for the evening you can visit all barring one if your in diamond club. Otherwise all barring two if just a royalton guest. We had a little trouble with our air con in our room but reported it and was sorted out straight away. From the snack vans Definitely try the fish fingers and the vegetarian quesadillas amazing!!! You can ask for most cocktails you know and they will make it. Visit the coffee shop get latte, cappuccinos, teas along with ice cream. Thank you to all staff for making our stay wonderful ❤️ looking forward to seeing the refurbishments you make!!! Taxis out there ¹ pricey, take lots of repellent and after bite with you.

Date of Stay: August 2025

802deved wrote a review August 2025

ROYALTON, YOU CAN DO BETTER!!!

I am writing this review with a very heavy heart. This was our second trip to Royalton and because our first trip was absolutely amazing, the fact this trip was such a let down, was heart breaking. I know for a fact this resort is better than this!

Trip 1: Our first trip we took during Covid. Even with Covid in full peak, the trip was absolutely amazing. We had a total of 7 people in our room, and we were with another family of 4. Making our party a total of 11.

The room: We paid the extra money to have a Diamond Presidential suite ocean front room. The room was absolutely beautiful and the view was gorgeous! Along with the room, we had an amazing butler that took care of our every need. We had dinner reservations made for us every night, daily house keeping, and nightly turndown service. We had amazing room service and the food and drinks in general were delicious. We were provided so many extra fun things like towels made into elephants and pedals on the beds. My 5 & 6 year old children had their blankets folded into fun animals and we always had a special chocolate treat left on our pillows each evening.

Diamond club: I would pay for Diamond club over and over again. The service was amazing. The service was A+. There was amazing staff. They were constantly asking if there was anything they could get for us. They served us everything to our finger tips. Food and drinks. We never had to even move. They were all so kind and happy!!

RESULT: Because of this amazing experience with Royalton I decided to book another trip to this same location. This time I will will bring my family of 9 now, and a new family of 4 to experience the amazing Royalton Riveria!

Trip 2: After booking a non refundable/non changeable trip to Royalton I was notified that the Royalton would be shutting down for renovations. I was not concerned when I originally booked a non refundable trip, I had been here before and it was perfect!! When I heard about the renovations, I thought that the Royalton was such an amazing resort, there was no way they would let down their customers and therefore I was not concerned with their service either. What a sad mistake.

The room: I reserved the same type of room as previously. The Diamond Club Presidential suite 2 room. But due to the renovations, we were put on the opposite side as the Diamond club-next to the splash pool. In order to get to the diamond club pool, restaurants, beach side areas, we had to walk across the entire resort. Which would have been okay, except the view was filled with trees and I could barely see the ocean. I did have a great view of the splash pool though (not what I paid for)! We did have a butler, which we never saw. They did make us 4 of our 5 dinner reservations (stating they couldn't get us one the first night-why I have no idea because we were there early). When we arrived at dinner 2 of the 4 nights we were greeted with a notice that the reservations were not made correctly and we had no reservations. Complete disaster and super frustrating!!! When we finally got into the restaurant, there was only people at like 6 tables. Why was it such an issue to sit us??? When we arrived our room had no diamond club amenities. We had no slippers, robes, alcohol, we had 4 towels for a room with 9 people in it. We also had a room where 2 of the 3 safes didn't work, the hair dryer didn't work and their were no umbrellas in the rooms. I requested the safes be fixed for 2 days and then finally gave up and used the safe in the kids room. I requested the robes and slippers every single day and finally received all 9 on the 4th day of our 5 day vacation. During an absolute down pore I found an open material room and took my own umbrellas. I had to request more towels, water, and snacks daily because they never left enough for 9 people. It looked like the room was never picked up (towels , dishes, etc.) and the only thing that happened at night was one single night we had ice left for our room. Absolutely nothing else!!! The entire trip!!! Why did I purchase Diamond again?? Why did I choose Royalton again??

Diamond Club: What Diamond club?? There was absolutely zero difference between a diamond club member and non diamond club. We were notified at the pools that they were short staffed due to the closing of the resort so you had to retrieve your own food and drinks. No servers delivered anything. You rarely saw an employee or staff member. The food truck workers were so grumpy!! They were not friendly AT ALL!!! Absolutely rude!!! The restaurants were very unfriendly and didn't have much food available (because they were closing and didn't have anything left). The room service breakfast barely had any options available!!

Just a couple comparisons:
1st trip: mini bar chips/candy/soda/beer/water/juice/peanuts
2nd trip: no candy, water and chips upon request

1st trip entertainment: exciting, something all the time!
2nd trip entertainment: minimal, low key

1st trip $600 trip credits: received upon arrival to use during stay. Used for a massage, and also for a dinner on the beach and a bottle of wine
2nd trip: asked daily for the coupons and on the last day was finally told they ran our due to closing and would not be able to supply those. Where is my $600.00 in resort credits?????

Overall...I don't know where to go from here? I had such extremely different experiences both times I went. I want to give the Royalton one more try after they open to see if they can win me back over...but how can I justify spending that kind of money for the experience I received this time. Such a dissapointment!! ROYALTON, YOU CAN DO BETTER!!!

Date of Stay: August 2025

54lemuelw wrote a review August 2025

Wait until they revamp this resort before booking!

I was very pleased with my Butler team! Gina was the best! I wasn't very pleased with the resort overall. The room was clean but the entire resort definitely needs updating. More entertainment options are needed, I've never gone to a resort that didn't have at least 1 karaoke night! Lol. The pools and cabanas need a face-lift also. I do understand that the resort will be undergoing a remodeling for the next 4 months so hopefully they will resolve some of the issues that I had with the resort. On a scale of 1 to 5 I give it a 3.

Date of Stay: August 2025

M9090GLyvonnec wrote a review August 2025

great adult family holiday

Lovely hotel, but needs a refurbishment - we stayed at the Royalton Splash Riviera our first week, which is the newer hotel in this chain, and it shows.

The rooms are lovely and the food is great. Plenty of choice and indeed choice of restaurants, BUT they need to sort the booking system for the separate restaurants as we had to walk away from our booking on 3 nights due to overbooking/delay (45mins!)
pool side bar staff very friendly and accommodating .

Date of Stay: July 2025

M8264AVbevw wrote a review August 2025

Should be condemned

Do NOT GO here this is the worst place I have ever been. From the shady staff to the faulty safe , the bed bugs, the raccoons in the ceiling. Very very over priced . The staff does NOT care !!! Horrible stay

Date of Stay: August 2025

leisao849 wrote a review September 2025

Great stay

Was the perfect get away! My two butlers were so professional and attentive. I enjoy the stay and they made it so much more enjoyable and pleasant by taking care of the small things.

Date of Stay: August 2025

hteskey1 wrote a review September 2025
Maidstone, Tecumseh, Ontario

Terrible experience

I’ll start with I have been travelling to Mexico for 20 plus years to the West coast and the Caribbean and stayed at many different hotels. My stay at the Royalton was mediocre at best. On February 14, 2025 at approximately 4:30 pm I was stepping out of the main pool and fell through the plastic pool drain screen around the edge of the pool. My left leg and right foot were severely injured. It took 10 minutes for at life guard to arrive and she couldn’t speak English very well. I finally sought medical attention from the resort doctor and went back to my room to rest. This ruined the rest of my trip. These drainage screens were reported previously by other people and the hotel was negligent and didn’t fix them. I filed a report the next morning at guest services. I was not offered any kind of compensation what so ever. When I finally got back to Canada I went to my family doctor and was treated for infection and swelling that took a month before I started feeling better. A long story short, I filed a complaint to Marriott International that own the Royalton hotels and 52 emails later with pictures, doctors notes and documents the Royalton hotel responded that my injuries were not valid. The Royalton Riviera Cancun upper management staff is by far the worst I have ever had to deal with. They have no respect and didn’t care even little bit about me getting injured due to their negligence of maintaining a safe environment for people.

Date of Stay: February 2025

P9155BLgeorginam wrote a review September 2025

🌟🌟🌟🌟🌟

This is a great family resort, from food to entertainment there is always something to choose from, the staff are friendly & very helpful, any maintenance issues we had with the room (balcony light) was fixed within the hour, the bar staff and butlers around the pools work so hard all day & are constantly making sure u are looked after! Jesus was our main man

Date of Stay: August 2025

848garretl wrote a review September 2025

Butlers were great

Our experience with Gina and Irving was exceptionally good. They attended to our requests and did not disappoint. If we return, we would love to have them again.

Date of Stay: May 2025

GlobeTrotting782289 wrote a review September 2025

Best holiday ever!

We had the most wonderful time at the resort. The staff were super friendly without being obsequious and genuinely wanted all guests to have the best experience. Our youngest loved the kids club too (even though she was at the older end of the scale) and they had such a wide variety of activities.

Date of Stay: October 2024

ryanmG8392MY wrote a review September 2025

BEWARE of false promises and fake upselling

BEWARE of the staff promising an upgraded room and upselling you on false promises! We agreed to an upgraded room (and paid over $800 for it) and they put us in the kid section next to the kiddie slide. It was our anniversary vacation and we were clear that we wanted a quiet location in the hotel. So we moved back to our original room and they promised to credit our credit card. This never happened after many discussions with the front desk staff and they even gave me a receipt for a reimbursement that they did not honor. I am not usually a person to complain but this time I feel totally lied to and manipulated. Shame on the management staff for not doing the right thing. If the management team wants to make this right, feel free to email me - It has been 3 months with no action.

Date of Stay: June 2025

781jeanyv wrote a review September 2025

Excited to see renovations

The location was nice and secluded although if you want to get off the resort you'll have to arrange that. Atmosphere was nice, very humid. Rooms were very nice, clean and updated. Value was ok as some of the restaurants were already closing for renovations while we stayed the weekend before the resort closed on Monday. The noise level was never an issue and we even stayed near the kids side of the resort. Service was pretty phenomenal by all wait staff.

Date of Stay: August 2025

254laurelj wrote a review September 2025

First time in Mexico

This was my first time in Mexico. I have dreamed of going my whole life and I finally was blessed to go this past March for my birthday. My husband and I fell in love. We loved the views. We loved the people, especially Hilda and Rodgrigo our butler. We loved it so much we are heading back again in January for 10 days instead of 7!! We are excited to see the renovations and can't wait to see some familiar faces.

Date of Stay: March 2025

trudyjohnson1 wrote a review October 2025
Leeds, West Yorkshire, England

Start your day the Royalton way - Diamond club breakfast

Fabulous time at the Royalton Splash Cancun - we were in the Diamond club and had breakfast in Rio every day - food and service was fantastic - Jorge was fab

Date of Stay: September 2025