Riviera Maya

The resort checked all our boxes...Good selection of food, drinks, pool space/chairs, friendly, energenic staff, nightly entertainment. 10/10 will definately return

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.

We really enjoyed our stay, this resort is large (6 combined) but everything you need is within a short walk or free bus ride. We rarely left the Palace other than to go for a walk or for dinner. The sports bar, mall, mini golf (at one of the other properties) were nice options to get out of the sun for a few hours. The room was spacious, very clean and beds were comfortable. We loved the snorkeling right off our beach, there was plenty to see! Take water shoes if you want to snorkel so you can stand on the rocks. The resort has plenty of activities to participate in but we didn't find it noisy or a big party atmosphere (which we liked). Staff was very kind, and inviting we had no trouble communicating. The buffet was very good, plenty of fresh options for even the pickiest eater (honestly if you complain about their buffet I think it's you). The 3 a la cartes at the Palace are an extra charge (20$ US per person) but they were well worth it, 4 courses, excellent food and incredible service. That being said, you can only book one a la carte per day, you have access to all the property restaurants but it was difficult to get into many of them and often only at 900pm. We have teens so a late dinner considering the time change didn't bother us, people with small children might not appreciate that. The only real complaint is the lack of beach/deck chairs. If you aren't down by 730am at the latest to secure a spot and save chairs you are likely out of luck. And pack more sunscreen than you think you'll need, at 90$CAN per bottle on the resort, that's a tough bill to pay! Overall we would recommend to friends!

The customer service of this facility is the worst I have ever experienced. They do not care nor can they event attempt to accommodate guests requests. The restaurant staff and housekeeping staff do their best to make you stay comfortable. The food and drinks were acceptable not over the top given the type of experience one would expect at a higher end adult only hotel. They were more interested in selling you timeshare and excursions than anything else. The beach and pool area was nice.. I personally would never come back here simply because they don't care about you - they just want your money!

I was travelling with a friend. The place was clean, the food was good, the entertainment was very fun and it was worry free. The beach is a 10 min walk from the resort on the other side of the street. I would'nt go with kids but for adults its awesome!! The lunch menu wasn't as good as breakfast and dinner.

First off, the resort was beautiful! I have been to Mexico 8 times and this is by far the worst place I have ever stayed for both customer service and food. I don't drink that much but the top shelf was also very poor at best. I went with my family and booked a two double bed room in the Tropical and was put into a 1 King bed room with a cot and a mattress on a couch in the Colonial as far from the water as possible. My 16 year old slept with his feet off the end of the cot all week even though they could have put us in an upgraded room in the Tropical since I know that the hotel was not fully booked based on the amount of people. As for the food, even my 16 and 13 year old were saying how awful the food was. But the funniest was when we went to the steak house and ordered tenderloin and my 16 year old said "Dad, why are you so upset with your steak, it tastes just like when we reheat the leftover steak, its not that bad." We were served leftover, reheated steak!!! if that doesn't tell you everything you need to know, don't get upset when you go there. On the bright side, I did see my first ever cockroach!

Sur notre groupe de 4 personnes, on a tous été malade avec la Tourista. Le concierge nous informe qu'on est les premiers a signaler ceci hors en parlant avec des gens, on se rend compte que beaucoup sont malade et on croise plusieurs personnes qui se frotte le ventre a cause des crampes. En passant, la seule chose qu'ils veulent faire c'est de nous apporter a l'hopital. La bouffe goutait comme Cuba, méga déception. Les drinks (Drinks de sirop avec glaçons). Sinon on doit payer pour tout! Le vin est horrible et si t'en veut du bon c'est 150$ la bouteille! Ma fille était malade (on me dit que je ne peux pas sortir une banane ou tout autre chose du buffet). On doit aller a la chambre et commander (et c'est un supplément.) Tout pour faire de l'argent. C'est tannant. a la plage ça sent pas bon et ya plein de cailloux. Ou est l'eau bleu turquoise ? c'est plus bleu-brun. C'était ma 4ième et dernière fois. Je n'y retournerai plus jamais. A mon avis, vraiment pas un 5 étoiles.. Ils en ont beaucoup perdu. Aucune activité a la plage (pas de musique, pas de catamaran, pas de bateau, pas de snorking) Rien!

Highs and Lows. First the highs: The "Vibe Team" activities staff were friendly, engaging, and fun; specially Alberto! They made our teens feel welcome and involved in the action. Our whole family appreciated them! The Food was also very good, in all venues. "Rio" Brazilian restaurant being the best of the best. Second Place goes to "Hunter Steakhouse" but booking into hunter was very difficult. Agave was also great, as was "Taj", whereas we found the "Cave" was so-so. The bartenders and serving staff all deserve top marks! They are all friendly, professional, and helpful. The amenities like the waterslides, splash park, lazy river, bowling, and laser tag are all great additions to the property. We didn't end up using them as much as we thought we would, but when we did, they were fun! We mostly stuck to the pools, restaurants, and volleyball courts. The wi-fi was also impressive. Great signal in most places, with a few slow/dead spots. This exceeded my expectations. Now the Lows: -The room was a major disappointment. We booked a room with 2 beds but ended up with 1 king and 1 pullout couch for 4 people. After spending more than 11,000CDN all-in for a week's vacation, a pullout couch for our teens fell far below our expectations. We told staff multiple times. No remedy was offered. -To add insult to injury, there were no blankets or pillows for the pullout. I called 5 times for help with the blankets, and I ended up having to go find the blankets myself. The blankets did arrive the next day, which again, fell below our expectations for service and the expense. This put a serious damper on our experience because it was a constant negative element over our 7 day stay.

Great service, perfect mid size resort, delicious food (in buffet and restaurants), clean resort, great adult only pool and nice beach. Would definitely recommend this resort and would return!