Royalton Riviera Cancun

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]

VERY family friendly; lots of kids running around. There was a great family night where there was face painting, bouncy castles, crafts, balloon animals, etc. We were in the Diamond club section, so stuck by that pool most of the time, but all pools were very clean and service was fantastic. Food wasn't as good as I had expected based on other reviews; not terrible, but not excellent. Seafood and Steakhouses were the biggest disappointment. [Details]

Friendly helpful staff. The showers are amazing and the beds are comfortable. Lovely pool area and great buffet food. Sadly I feel the buffet opens too late especially for the littles at 6:30. We had a wedding at the Royalton and were disappointed with the food and the condition of the venue including the cleanliness of the chairs. The Royalton offers lots of poolside activities and has teen club and kids club but seems to miss the mark for kids aged 8-12.
There are line ups at all restaurants as there are no reservations available. Lots of available bars but drinks inconsistent in mix and taste [Details]

We had a very enjoyable and much needed family vacation and The Royalton did not disappoint! Besides a slow-ish check in and our room not being ready on time, we can not fault the hotel in anyway. As a family we took advantage of The Diamond Club and what an experience that was - WOW! The Kids Club was excellent and we hardly saw our son because of it. It was so well organized and had great activities arranged to keep them busy all day. The food in each of the restaurants was great. The Italian was a little disappointing but there were plenty of other places we could eat at and enjoy. Holidaying at The Royalton will have you wanting to spend more time there. [Details]

We were 2 families staying at this hotel, 5 kids. In a nutshell if you are looking for a pool resort, you have many choices at this resort, but the beach it's awful, stinky and full of seaweeds. Definitely not a 5 stars resort. Management should have a strategy in place to deal with the seaweeds, employees who actually take care of the beach, clean well every morning, people who actually try to keep that beach clean, but no… in 7 days we saw a guy running the tractor 3 times in the am… and it was quickly done, few minutes only and that's it. No wonder you never get to have a clean beach, they keep the seaweeds there for days, gets stinky and disgusting. Furthermore, we had a swim out room- room was in a bad condition, the sofa bed had no matrice I had to literally get the manager at 9 PM the first night bring him to my room, show him that my kid has no where to sleep, get upset before someone does something and finds me a matrice for the sofa bed. We used the swim out pool and it's such in a bad condition that my daughter cut her foot in the edges of the stairs. Food is good, but I was not impressed. Entertainment was good, some nights were better then others. honestly ocean riviera paradise it's a much better resort and it's a 4.5 stars, riu, dreams you name it wayyyyyyyy better. I would not recommend this resort. It was our first time in this chaîne, will be our last time. [Details]

We have visited this resort several times and have grown to love it. However this time we were very disappointed. The diamond club comes with several perks, however we did not recieve most of the perks and were left questioning who our butler was on most days. had to track people down for basic beverages in the room and had to reserve our own restaurants. I believe the resort over sold diamond club and could not deliver the service [Details]

Marriott? Perhaps don't tell anyone you are!
I am just heading into the last night of a 7 day trip and unfortunately I would say the reviews are all over the map because the service is. Subjective as they be, I will share somethings to help you decide if this is the property for you.
Diamond Club
Check-in: The counter is 500 feet from the entrance. The lounge is nothing special. There were three staff doing check-ins and three more standing around. It was all self-serve and the refrigerator had not one bottle of water. Highly disorganized process and people arriving after were being checked in before. The main lobby check-in was orderly and seemed to move faster.
Lounge: Seriously just a waiting room. Not even any welcome music and definitely no servers offering any welcome water or drinks.
Rooms: The rooms are well stocked, but that is not consistent either. Some days you get 2 bottles of water and some days you don't. The premium rooms come stocked with bottles, but nothing like the ones advertised on their promo videos. The beds need to be replaced. I have attached some pictures to give you a better idea. The sofa beds are absolutely rubbish. You can truly feel the metal springs. Linens and pillows are nothing as described.
Swim Out Pools: They are nice and I would say we shared ours with 2 other rooms and we basically enjoyed it. Unlike the main pools, these ones are not heated and if in the shade, they are very cold. Depending on the building, they face the main pools anyways. Except building 4.
Room Service: There is nothing positive to say. They ask you to order on the tv screen. The breakfast menu is ok, but the all day menu is super limited and extremely disappointing. The peak and non-peak service is extremely delayed. Typically they say 30-45 mins and they take 60-75 mins. They often short the order and things are not what they appear. Check your food carefully to ensure your veggie food doesn't have chicken in it and your gluten free food isn't made with wheat. People with any allergies should stay away from this property as you can visually see the cross contamination in process!
Butler Service: The first butler was extremely unhelpful. He told us to order on the TV and the TV was not working. The sofa had recent staining and he said it was fine. The sofa bed had springs pushing through and he said they would double it up. We requested/demanded a swap out and our new butler was great. We didn't really use the service much, but when we got stuck he was there with reservations. I don't think this service is really needed and several of them were just passing time in the entry office where they wait.
Restaurants: We tried the Mexican restaurant, the Indian and the Italian. All of them were average at best. The Mexican restaurant was the worst with the food being cold. The Indian restaurant was surprisingly ok, but it was almost as though they were understaffed so everyone was being served in steps – everyone got their appetizer at the same time etc. The buffet was just like any other all inclusive.
Spa – They offer discounts in the walkways which are comparable to the 25% off that you get in the diamond club. However, the rates are very high for both US and Canadian standards. Probably the reason why they were not as busy as they could be. The Hydrotherapy is included for diamond members each day, however getting in for that is difficult. Again, something to try out, but nothing really special. The Spa attendants walk you around and get you to sit the pool in different areas and turn on and off jets. There is no free roaming so that you can sit in the steam or sit in the hot tub. It was nothing covid related, just not what they do. The staff inside the spa are nice enough but they are harping on you for feedback forms with tip lines. Its just not necessary. The Swedish massage was elbows and arms. No music anywhere in the spa, though one member of my party said they did have music in their room. I would recommend you book a massage when you get back home from your trip and long flight [Details]

L'hotel offre beaucoup d'activités et beaucoup de choix en terme de restauration. Le menus sont même adaptées pour pour les intolérances au lactose et au gluten. Le buffet est vaste, varié. Il y a un restaurant Italien, Caraïbes, Mexicain, Indien, Japonais et un café/patisserie/crèmerie qui fait des expresso avec lait régulier, soya, amande ou sans lactose!
Les activités sont nombreuses. Il y a une dizaine de cours de fitness par jour (beach yoga, yoga duet, yoga flow, Bootcamp, HIIT, TRX, beach TRX, aqua fitness, etc). Le centre de conditionnement physique en offre pour tous les goûts et il y a 3 terrains de tennis.Il y a même une piscine de 40m de long avec vue sur l'ocean ou il est possible de faire de la natation (plusieurs personnes le font tous les matins). Il organisent plusieurs fois par semaine des tournois de ping pong, soccer de place, volleyball de place ou dans la piscine. Ils organisent aussi des ballon party et des foam party!
La piscine possède 7 piscine: une adulte seulement, une piscine au Diamond club qui est plus tranquille, une piscine centrale ou plusieurs activités se déroulent, 2 piscines faites en longueur avec vue sur le mer et une section familiale (3 portions) avec des jeux d'eau, des glissages, un portion plus profonde pour que les enfants puissent nager mais toucher dans le fond a partir de 7-8 ans et une portion pleine profondeur avec bar.
Evidemment, ils ont manqués d'investissement dans les 2 dernières années et nous avons vu plusieurs peintre à l'oeuvre donc je présume que les mise en niveau sont en cour. [Details]