Royalton Riviera Cancun

Good vacation at Royalton Riviera Cancun [Details]

All around we were impressed with everything. Food, drinks, amenities, service, atmosphere, staff.
One note for other we travelled with was their room had a musty smell but the resort staff corrected with new or better rooms.
I would book this trip again. [Details]

The highlight of the trip was a terrible experience. Our scheduled morning flight out of Pearson Toronto on Saturday February 15th was delayed until late in the evening. Bad enough but to arrive at the Royalton at 6 am only to be told that there was no room available for us was disheartening. This despite the fact that the room was in fact being held in my name as my sister checked on this the day before when she checked in. There room had been given away. Unacceptable & the staff tried to make it like we had made an error in reserving our double bed room. It took 3 long hours for a room to be made available. In general, the Royalton needs to up its game. [Details]

Stayed 6 nights at the the royalton riviera in a diamond club junior luxury suite oceanview with rooftop jacuzzi.

Overall very impressive experience, we were 2 adult traveller's so can't speak much to the children's aspect but I will say, the splash pad and childrens area seemed very fun and there was always a 7:30 mini entertainment show in the main pool every night.

I don't think I would go without diamond club as it made the experience 10/10. Our butlers Rick and David were phenomenal and able to help us with everything from reservations to filling our rooftop jacuzzi for us.
Reservations as a diamond club party of 2 were very easy to make same or next day depending on the restaurant, and the included hour of hydrotherapy was a plus!

The room was lovely, first day there was a very damp, musty smell but the next day the maid had completely had it gone after her visit! I wouldn't book a rooftop jacuzzi again as with the hot afternoon sun and 28 weather we seldom wanted to be in a "hot" tub and found ourselves just using the room balcony.

Food was excellent from buffet to a la Carte, so many options to choose from!
There is a "sewage" smell in occasional places, but I found the overpowering smell of their ozinator and freshening sprays more potent, it's a smell that is hard to get out of your nostrils!

The beach is beautiful soft white sand, great bar service in diamond club. The water isn't the crystal clear beaches of other places, but totally fine to swim in.

I'd likely go to another Royalton, just because we aren't ones to repeat but it's a lovely hotel with amazing staff! [Details]

We had a very nice time, Moises was our first server in buffet and I would say from then on the best. Ana was our room attendant for 9-10 days and she was fabulous.Pool was great, beach is close , lots of food choices and really good. Room service was good and fast.We had a awesome time at this hotel, Victor at the front baggage very nice and helpful.Cheers to this hotel and all the staff. [Details]

The water smells like sewage. The rooms are moldy and dirty with soap scum everywhere. The front desk staff are rude and make you feel like they are doing YOU a favor by being there. The food was ok. Impossible to get reservations at restaurant's. The place is literally falling apart. Leaks everywhere, roof over structures decaying. I go to 5 star Mexican resorts twice a year and would not recommend this one at all. [Details]

Quick check-in, friendly check-in. Taken to room by very knowledgeable and friendly bellman. Rokm was great and clean when we walked in- had a swimout room for 2 adults and a teenage boy 16 yrs old. We were given 1 king and a pullout- would have preferred my son sleep in a proper bed, not a thin sofa mattress. Had to put towels on loungers by 8 am or out of luck. Could get 2 reservations in 7 dinners. [Details]

Our vacation was great, we stayed in building 9 with a swim up and the sun was on our balcony all day long. It was perfect.

The staff are simply the best when it comes to children. You can tell their general love for children and it made for a happy experience.

Food was wonderful! Didn't have a bad meal the whole time we were there.

Negatives: The resort is slightly run down but they are working tirelessly to fix imperfection. There is a definite issue with hand, foot and mouth. I read reviews regarding this issue but was shocked to see how true it was (as I don't always listen to bad reviews) the two babies that came in our group got it bad. We also made friends with other families with young children who also got it. Lunch time is hard as nibbles doesn't open until noon and the buffet does not open until 12:30 so if you have young children who nap around noon, I would recommend bringing a lunch container and filling it during the breakfast buffet to store away for them to eat before their nap.

Otherwise the resort is beautiful. Lots to eat and drink. Great staff! [Details]

Overall our experience was great. This was the second time I have stayed here. There did seem to be a lot more maintenance and ongoing issues this time. Staff were great and entertainment was good for kids and adults. [Details]

It was lovely. The staff were all so friendly and helpful. [Details]

The front desk staff are rude ! They don't listen to your inquiry . We booked ocean view room but gave us a ravine view . The door had broken security lock which they promised us to fix but didn't . The beach was dirty and full of dead washed out grass . [Details]

We came with another family, first time experience at a resort for both my husband and I. We had resort credits, but never received the vouchers upon arrival- which we weren't aware that's how those worked. Check in took an extremely long time, definitely need more staff in that area. Check out was also a long wait - there should be a specific check out line. [Details]

Food was excellent! Staff was very friendly. Service was good.
Our room was alright. Clean. Small for 5 people, bathroom sinks/shower had no privacy- which makes it difficult with a family. Balcony had one lounger so we couldn't really sit out there. Our rooms air conditioner did not work very well. Our view was a bush and workers. Not the nicest. We booked 6 months ago and not all of our group were together - it was requested at time of booking. Not all restaurants were included! The steak house was extra cost. [Details]

We were very disappointed about the hotel. It definitely didn't live up to the advertising on the website or that we presented before making our decision. [Details]

Good overall stay. The staff are all very helpful and willing to go out of their way to help. As an older couple, we had additional needs that were met.
Parts of the property could do with additional maintenance. Cleanliness in the public lavatories could be improved. [Details]

We visited the hotel for a family vacation and to celebrate an anniversary. The hotel were very accommodating in arranging a private room for the anniversary with the payment of a supplement. It worked very well for us and the food at the restaurant was amazing. The facilities at the resort are good on the whole, but there are items that could do with updating. [Details]

Great location and amazingly wonderful staff.
Lots of pools and activities as well as quiet spaces. [Details]

My family needed an easy no stress vacation. We upgraded to be in the diamond club and one of the rooms was a swim out. [Details]

This was our second visit to the Royalton Riviera Cancun and our first using the Diamond Club. We are a family of 5 with kids aged 9, 11 & 13. We really enjoyed having the quiet pool to base ourselves at and found Fernando and Leo did a great job of getting us reservations and helping when we needed something. The food was also excellent, although service in some of the restaurants left a little to be desired (we learned to plan to wait a while to get food). The beach was super soft and by our last day the ocean was calm and fun to play in. It was also warmer than the pools! Our only complaint was that we had multiple issues with housekeeping--one night the sheets actually smelled horrible, to the point that we had to remove them from the bed, when we called to ask for new ones they said it would take 40 minutes so we said not to bother, then they showed up at our door (and called our room!) at 1:20am!! Those sheets were never properly replaced and even after many requests by us and our butlers one bed never got a new duvet and the other was missing a sheet. [Details]

The hotel is beautiful and really clean. The staff are so welcoming and accommodating. The food was excellent, I brought my 3 kids and husband on this trip and they really enjoyed themselves. It was the perfect relaxing getaway that we needed! Highly recommend the Diamond club, that is what we had booked and I do not regret it at all. My butlers both Sergio and Miguel booked all my restaurant reservations and were literally just a click away. We were there for 6 nights and we ate at different restaurants every night. If I needed anything done, Miguel was there immediately. [Details]

Frankly based on some reviews I might not have booked this hotel, but this was wedding venue. The facility is large but very easy to navigate. Beach lovely with loads of loungers. No need to ‘reserve' a chair. The facility while a bit tired in spots was clean and tidy. The food very good from buffet to specialty restaurants. My meal at steak house was fantastic! I can't say enough good things about the staff! All the staff in bars, restaurants, housekeeping and Customer service were great. Shout out to Israel(buffet), Asbel (Hunters) and Pedro (Agave). Apologies if I spelled names wrong. Only downside is lining up to get into restaurants and tables held for Diamond club. I get it but this put a damper on some evening plans. [Details]

Disappointed!! We were travelling with 2 small kids and a senior. Check in took almost an hour with having to do the tag activation 3 times. No central ac in the main dining area so could not enjoy the food. No tea or hot water available in the main dining area. First 2 days air condition in our room was working. 3rd day it stopped working and each time we called the maintenance crew, they say they would send someone and never did. On the 5th day, after complaining to the concierge, they explained saying that the ac is not working for part of the resort. Air condition never starting working even until we left. Room service and house keeping was terrible. Used to come to clean the room around 2pm until we complained. We were 5 in the room and each day they left one body wash and 3 towels. Mini fridge was never refilled until you asked. [Details]

We had a wonderful stay at this resort. Lots of activities and fun things to do. Food was great, a lot to choose from. The staff was wonderful and always helpful. Pools and towel service was great. Beach was clean and enjoyable except for the bugs. [Details]

Attended in April 2023. 4 individual guys with individual rooms, our experiences were essentially the same. Restaurants were not very good - less than 'average' quality food. Room service was very poor in that there were no great food options. The location was ok and was close to airport (advertises 10 minutes away but more like 20 min). No water sports at the resort - everything was directed to a location about 45 minutes off site. All staff was very friendly and approachable. Rooms were ok but 2 of us had room issues that required multiple calls to get fixed. We wanted to book some excursions with our airline rep onsite but had a lot of trouble connecting with him (would start text messages and then ghost us). There was not a lot to do after the sun went down - there was some organized entertainment but not really worth going to. It seemed there might be more for families with little ones. Singles area ' The Hideaway' was not really much better. From a food perspective, some better organization needed in the main buffet, on a couple occasions, we would get there right at 1230 for lunch and a few of the food stations would not be ready until 12:45 or even 1pm. Only 1 or 2 restaurants were worthy to note (Japanese place - not sit down but with cooks at the grill). We were overall disappointed with the value for money, [Details]

For a 5 star hotel and a 2 bedroom presidential suite I would have expected that the windows on the balcony would have been cleaned. The hotel looks nice but it is very tired and a lot of renovations are needed in order for this to be considered a 5-star hotel. Also the fact that you need to pay 30-200 USD (bottle service) just to ensure reservations at the restaurantes (especially the Japanese) is a but ridiculous. We spent about $20,000 for a week here for our family of 4. We travel to Mexico every year and we are even considering buying or renting a place in the Riviera Maya. We have been travelling to Mexico for the past 20 years. Out of all the places we have been to this was the most expensive and the most disappointing. [Details]

Do NOT recommend. Nothing "royal" about my experience at the Royalton Riviera Cancun. It was a TERRIBLE experience. 

- Accommodations: don't be fooled by the photos. The building is OLD, with lots of wear and tear. For example, TV/remote not working, rusty drawers that don't open, closet and bathroom doors got stuck, mirror with splotchy stains, electronic safe wasn't working, A/C was LOUD and finicky. NOT a functional room.
- Cleanliness problems: saw COCKROACHES in room, and dogs roaming hallway to eat leftovers from room service plates outside the rooms. Strong ODOUR in rooms, maybe from chemicals they used (like wet and MOULDY scent).
- Food: quality is hit or miss, but butler needs to reserve ahead of time, otherwise you're stuck. We had a MISHAP when the restaurant told our butler we didn't have a reservation. 
- Activities: not all available, and have to book in advance. Also depends on your room type because you can't attend them all. Staff didn't know about "cooking lessons" or "free non-motorized water sports." 
- Beach: lots of SEAWEED and dirty.
- Pools & cabana: there's NOT ENOUGH at all, so had to wake up at 6:30am just to get a spot. That is NOT a restful vacation.
- Spa/hydrotherapy: need to reserve, but it's too CROWDED and DISORGANIZED. 
- Management: TERRIBLE. There was a FLOOD in room above due to jacuzzi malfunction, so we had to deal with cleaning and packing up our things to move to another room at night. What ruined our stay was how Management handled this. We were a very understanding and respectful family, but were not treated as valued guests. Dealing with Management was DISGUSTING. 
- Service staff: the individuals who served us were hard working and friendly. From the butlers, wait staff, housekeeping - they were the ones who gave us positive moments. The service staff is really the only noteworthy and positive aspect of the resort.

Conclusion: don't WASTE YOUR MONEY at the Royalton Riviera Cancun. [Details]

Staff were very nice. A bit confusing information about what is and what isn't included. Expect to tip everywhere... which is typical. Shop the excursions... you can get a better deal if you shop it... Rooms a bit musty, and tired. Weird that the tub is in the middle of the room. No real closet space, so our clothes had to be on all the counters/tables and couches... but overall good experience. I just wish they would clean the beach... [Details]

We thoroughly enjoyed our stay at Royalton Riviera Cancun!

Firstly, our stay would not have been the same without the amazing help and service from the front desk staff, Alexis. We are so grateful for his kindness and excellent customer service! Thank you so much, Alexis!

Other great staff who went above and beyond include: Jose and Irma (servers at the Splash pool), Miguel (steakhouse), and Sol (housekeeping).

The food at the resort was great as well as the drinks. We really enjoyed, Agave and Hunter, and the breakfast buffet.

There was entertainment every night and a dedicated family night for the kids, which was excellent!

This is a great resort for families and having friendly and kind staff, made all the difference! [Details]

The resort is not what I expected at all. As soon as I arrived I was supposed to have rooms next to my friends but that was not set up and we had to pay a upgrade charge of $250 CAD to get room close to each other, and they were not even side to side. The staff was nice but not engaging I felt as if I was always unwanted or not welcomed. The food and drinks were good but they did not offer straws and the cups were always wet when receiving a drink. The rooms were nice and spacious and the housekeeping was very quick and good with the maintenance. The casino was very small, dark, and energetic, it did not feel like a fun environment. During the day the activities offered were okay but could easily be improved and more be more fun. Overall I rate my stay a 4.5/10, I truly would not return and do not recommend this resort. [Details]

Riviera Cancun
Worst trip ever!
Dec. 2022 • Family
lam at this resort right now paid around $9500 cad for a family of 3.Got diamond club(total rip-off) the resort is just too busy for any personal touch to your vacation.Very commercialized,staff is very hardworking and untrained.This isn't a 5 star resort, having 5 star amenities doesn't make you a 5 star resort...it's the service that matters and you wil never get that in such a big resort.I stayed here because my family picked this resort up,and they also hated the experience. Paid for ocean front room terrace jacuzzi but they gave me a pool front and didn't give us 2 queen beds,my daughter had to sleep on a sofa bed.After going to diamond club and arguing with them for giving us the room we paid they finally agreed to move us after 2 day's.
Please stay away from big resorts if you value your money and looking for service.
Thanks royalton for ruining my vacation,it isn't my fault if your freaking resort is busy. Even with the butler we couldn't get reservations for our specific restaurants we wanted,and everyone expects a tip even though they haven't done anything to deserve that tip!
Tip: It's a very busy resort lacks service and quality of a 5 star resort. [Details]