Riviera Maya

Amazing reception, amazing staff, amazing amenities, Every one of our wants and needs was immediately addressed from upgrades to questions about anything we inquired about, all were met with politeness and enthusiasm that was in every staff members repertoire,,, AMAZING and AWESOME!!!

We have vacationed at the Excellence Riviera Cancun more than 15 times over the years. Some might suggest that we branch out but the amenities, location and especially the outstanding staff keep us coming back. While we're sure that most staff deserve excellent reviews; these are the women and men with whom we engaged on our recent trip and with whom we have the utmost gratitude, affection, and respect. The following staff members are listed in no particular order, but it should be noted that these superb folks keep us coming back. Laylan: Manager for the Excellence Riviera Cancun. There were 6 people in our group. After multiple travel delays and challenging incidents, we arrived at the resort tired, hangry, and irritable. We encountered further frustrations when we learned that our booking agents had not shared some of our specific requests with the resort. Customer service is often a thankless job, but we say thank you Laylan for all that you did for us. We recognize you and your enormous efforts. Your professionalism, effectiveness and calm approach turned grumpy customers into grateful customers. Thank you. It's important to note that an organization is only as good as its employees, and employees like Laylan help make the Excellence Riviera Cancun a terrific resort. Miriam: beach concierge in the Excellence Club. Miriam was an absolute delight. She was energetic, friendly, courteous, efficient, and professional at all times. Miriam went above and beyond, treated us like royalty and could always be counted on to provide excellent customer service. She was a highly effective team player. Thank you, Miriam, for your unceasing commitment and dedication. You always went the extra mile and as such, you are a wonderful ambassador for the Excellence Riviera Cancun. Eleuterio: resort gardener. While always busy with his numerous tasks, Eleuterio went out of his way to engage with us. This is a man who does extremely well with guests. He made us feel most welcome with his friendly, welcoming, and gracious manner, all the while, approaching his duties with passion (the gardens and grounds are beautiful). He was charismatic, thoughtful and customer focused, also going above and beyond. Eleuterio is a loyal and exceptional ambassador for the Excellence Riviera Cancun. Well done. Moises: pool waiter in the Excellence Club. Once you've met Moises and experienced his humour and infectious laughter, you will never forget him. We met Moises years ago and are always impressed with his dedication, high energy, efficiency, loyalty, and professionalism. He is a joy to know. Moises is a thoughtful, conscientious, and excellent team player who puts the comfort of guests first and foremost. A highly skilled and competent employee, Moises is also a remarkable ambassador for the Excellence Riviera Cancun. Carlos Senior: waiter at Magna Restaurant in the Excellence Club. We enjoyed 2 experiences with Carlos Sr. He was attentive, proficient, friendly, courteous, and professional. A skilled server, we noticed how other staff treated him with respect and dignity – obviously a fine mentor. Amir: waiter at Chez Isabelle (wine cellar). Here was a man with impressive knowledge and skill. With 6 people in our group, Amir exemplified professionalism with his friendly, respectful, and excellent customer service accomplished in an elegant and sophisticated manner. Alberto: waiter at Oregano Restaurant. Last but definitely not least. We have known Alberto for years in his many roles at Excellence. We are very proud to count him as a cherished friend. When I asked my wife Wendy to describe Alberto, she said, “kind; a lovely man!” While true, Alberto is also a loyal, dedicated employee with a wonderful, positive disposition. His talent and customer service are stellar, and his hard work takes the resort to new heights. The Excellence Riviera Cancun is fortunate to have Alberto on their team – another fine ambassador. Until next time Alberto . . . Phil and Wendy H. * * * * *

Loved our stay here. Beautiful location and resort, on a lovely bay with calm waters. Friendly helpful staff. We came with our two toddlers (age 1.5 and 3.5) and it was very family friendly - there is a toddler pool and a kids club (under 4 you can use it if you stay with the kids). Food was solid and lots of options, drinks were excellent, had 1 hour free of snorkelling each day. The yoga was amazing and the studio is stunning. Oh and it is incredibly accessible for strollers and wheelchairs. We paid extra to stay on the ground floor and that was worth it - while all rooms have ocean view, ground floor you have a patio with a jacuzzi right on the beach basically. Finally, it is only 20 minutes from Tulum ruins and close to tons of cenotes. One tip, I'd fly into Tulum rather than Cancun because of the traffic there.

A wonderful property for a family vacation of 13 covering 3 generations. Always something for everyone with food, drinks and activities. Would definitely recommend. As seniors we found it challenging but because we were with family it worked. As this property is massive I do not recommend for seniors. The buffet was difficult for carrying food back to tables and often the floors were very slippery (sometimes attendants assisted). Signage for identifying elevators and room directions need improvement

This place is a slam dunk. The restaurants are great, the buffet is great and the pool scene is next to none. What really pulls this place together is the people. The staff is amazing and so friendly. We have been to this resort twice and the property (Colonial and Tropical) about 8 times. Love it here. When we go somewhere else, we also draw back our experience to the Barcelo. Our drawbacks this week: - Couldn't get into the Brazilian Restaurant in the Palace...booked up all week. Was looking forward to returning there - Had a smoker next door to us. They were hammering cigs 24/7 on their deck. Look -- I get it....I'm a non smoker so the smell is unbearable....but they are on vaca too. We just didn't use the balcony.

We absolutely love this resort! It's great for families! The food is good, the drinks are excellent, the rooms are clean and the pools are beautiful!

I really enjoyed the stay at the resort, the place was super nice, rooms were clean staff was very nice and friendly food quality was amazing but as a mom of one year old I had to face some struggles which i think that need some improvement on the resort end. we arrived there at almost 12:00 pm and then had a big line to check-in with the hotel staff at the reception almost took an 1.5 hrs to get my turn to check in and was offered no welcome drink at all and had to ask for one. Then after checking in they said our rooms are not ready yet and will be ready by 3:00 pm ( we were up since 4:00 am with 1 year old as we had to catch flight from Toronto) we waited patiently and were asked to have our lunch buffet and were told that rooms will be ready by 3:00. around 3:04 pm i went to the reception to ask for my room keys and the person at the reception asked me that i have to again go back stand in the line in order to get my room keys that I felt was very harassing as there was again a big line. I told them that i already checked in with them and gave them my room number and just need the keys but the guy was rude and said I should respect others time and the people standing in the line are also there to pickup there keys ( all of them arrived there and were checking in with the staff that i already did) I tried to explain him that i already checked in but all the staff ignored me and kept saying me to go in line ( I do not recognize anyone standing in line as they were all new people that arrived there to do the check in process) I was very annoyed as my baby was crying and told them I need to speak to the manager as i literally told them the room number that i was issued and only then a person asked me to wait for 2 minutes and gave me the keys. 2. on the day when we were suppose to leave we arrived at the reception at 6:00 for check out and i asked them that i need hot water for my baby formula and was told that they can get me hot water as the restaurant is closed and there is no other way to get me hot water. as a formula feeding mom this was the biggest issue i faced and had to keep my baby. otherwise the general hotel staff was super friendly helpful and sweet , room service staff, buffet staff was very very nice but at the reception i found some people were racists and less accommodating towards us.

We spent a week at Royalton Splash in Cancun and had a fantastic time.

Clean overall. The pools were nice. Lots of seating. Food was good and staff were polite. Unfortunately no elevators and have to carry your luggage up the stairs. Not close to the beach.

This a great resort. Excellent beach & food, great service. Some rooms renovated but some are not. Lobby needs to be renovated and roof is leaking but didn't affect our stay. Resort is beautiful and traditional Mexican architecture and decor. English is not widely spoken and can be a bit of a struggle but we managed and had no issues. Clean resort as well.