#30 of 140 hotels
The Monarc.ca popularity scale (#1/15) classifies all the hotels of a single destination according to the number of grades received on 5 and the total number of reviews.
in
Riviera Maya
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]
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The strong points
Pool bartenders are good.
The weak points
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 resos at restaurant's.
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Certified
Royalton Riviera
Erika Brockmeyer, Kelowna, BC
2024-12-28
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]
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The strong points
Quiet room, quiet poolside. Amazing landscape. Very friendly staff- No issues with anyone.
The weak points
Dinner reservations very frustrating and knowing I wss told no but someone else lied and complained they got in.
Fights on beach over loungers.
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Certified
Great Resort - Beware of Hand, Foot & Mouth
Kimberley Preston, Creemore, ON
2024-12-10
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]
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Certified
Our stay at the Royalton
Brandon Stewart, Edmonton, AB
2024-11-11
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]
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The strong points
The kids splash park and kids clubhouse
The food was good and good variety
The room was gorgeous
Service requests were filled very quickly
The weak points
Elevator in our building was down 3 out of 7 days of our stay, same with ramp leading up to our building due to concrete work - this made access extremely difficult with 2 small children and our had to carry our stroller up 3 flights.
Sanitary measures
Rooms seemed clean and serviced when requested. Our 1 year old got Hand Foot and Mouth on our second last day at the resort so I am concerned about the sanitation of the kids clubs, tables/highchairs.
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Certified
First Trip Ever
Cynthia Buttazzoni, St. Thomas, ON
2024-04-22
It was lovely. The staff were all so friendly and helpful. [Details]
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The strong points
Very helpful and friendly staff. Laura at check in was so helpful. Everyone was great and the food was so good and lots of choices.
The weak points
I can't really think of any weak points. Had a great time and would go again :)
Sanitary measures
Everything was clean. Our room was always looked after.
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Certified
Rude staff
Fatana Azimi, Toronto, ON
2024-03-09
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]
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Certified
First time at a resort
Kaitlin Peters, Shoal Lake, MB
2024-02-09
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]
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The strong points
Great areas for kids to play. Food was tasty. Spa was fantastic.
The weak points
Service was poor in most a la cartes. We paid $150 for a bottle of champagne to have an experience at the steakhouse, then were pretty much ignored the entire time. Food took forever and came out cold, didn't receive any drinks.
Sanitary measures
Didn't see any specific measures occurring.
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Certified
Family of 5
Michael, Irma, AB
2024-02-04
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]
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The strong points
Clean- friendly staff
The weak points
Room could be better for the price of a family
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Certified
Wanting Stress free Vacation
Teresa Klasen, Fort Saskatchewan, AB
2024-01-27
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]
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The strong points
Our butler Jony was awesome. He took our concerns and corrected them to the best of his ability. Our pool butler in Diamond Club she was fantastic. Went over and above to ensure that I had the correct height lounger.
The weak points
Housekeeping was horrible. Entered room one day even though we had placed a DND sign out. No salt and pepper shakers!! S/P was served on plate and actually was taken from another table before given to us in Agave. Pool bar would constantly be out of beer.
Sanitary measures
Bathrooms were disgusting. The only clean bathroom was the one by the Diamond Club lounge.
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Certified
Family Vacation
Ss, Abbotsford, BC
2024-01-12
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]
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The strong points
Location. Pools. Availability of food and snacks.
The weak points
Line ups for the food & restaurants were terrible.
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Certified
Family Vacation for a Celebration
Hs, Langley, BC
2024-01-12
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]
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The strong points
Very helpful staff. Great pools for kids.
The weak points
Food line ups are very bad.
Some cleanliness in the public lavatories leaves a little to be desired.
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Certified
Week away in the sun!
Amp, Abbotsford, BC
2024-01-12
Great location and amazingly wonderful staff. Lots of pools and activities as well as quiet spaces. [Details]
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The strong points
The staff were all very willing to help.
The weak points
line ups for the food are too long.
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Certified
Christmas Week
Aw, Toronto, ON
2024-01-03
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]
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The strong points
1. Food was better than expected
2. Many staff were very friendly
3. Having the butler helped figure out the reservation system.
4. Beach was very clean and well maintained.
The weak points
hotel areas smelled of sewage/mold, Pool butler needed 2B $ to get clean towels, Lineups at coffee shop very long, 1 room had major leak, had 2 fight 2 change rooms.
Sanitary measures
Lots of times the main bathrooms did not have hand soap or sanitizer
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Certified
Overall relaxing and fun but poor housekeeping
Jason S, Toronto, ON
2023-12-28
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]
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The strong points
Friendly DC staff, tasty food and drinks, super soft sand on the beach, relaxing by the DC pool
The weak points
Housekeeping that did not respond to basic requests, some VERY slow nights at the restaurants (at least they ended with tasty food)
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Certified
Overall excellent experience!
Jenita, Caledon, ON
2023-12-27
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]
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The strong points
Excellent food both in the buffet and all the restaurants. Staff are all awesome, everyone is super happy and pleasant all the time.
The weak points
Amenities for the kids are the only things lacking. After dinner the kids had nothing to do, but watch the shows. It would be nice if they had pool tables, bowling or some type of activity for the kids in the evening.
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Certified
Attended Wedding
Linda, Mississauga, ON
2023-11-17
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]
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Certified
Not satisfied!!
Edward Rodrigues, Mississauga, ON
2023-10-16
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]
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The strong points
Coffee shop and its staff at the Coffee shop were amazing. Also, the kids play area staff were very accommodating and knew the kids names.
The weak points
Room service, Housekeeping, check-in and reception terrible.
0 0
Certified
Royalton Riviera Cancun
Wendy, Ottawa, ON
2023-04-28
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]
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The strong points
Food was great. Staff was great. Very clean. Beach was clean.
The weak points
Tipping needs/should be addressed. I would rather give $100 at the beginning of my trip and be done with tipping.
Sanitary measures
Public washrooms could use more attention.
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Certified
Experience was just ok
Nw, Burlington, ON
2023-04-24
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]
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The strong points
generally the resort is well maintained and clean. Seemed to be good for families not singles.
The weak points
restaurants were average or even below average. Of the 10 restaurants, only 2 were worth going to. Only 1 sports bar open after 930 and food there was terrible. Room service options was awful.
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Certified
Good from far but far from good
Brian Barz, Kitchener, ON
2023-03-19
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]
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The strong points
The room was spacious and there were many options for pools.
The weak points
Cleanliness was lacking
Sanitary measures
Fine
0 0
Certified
2-star motel at most
canadiana, Ottawa, ON
2023-02-25
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]
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The strong points
Service staff: the individuals who served us were hard working and friendly (but NOT management - they were terrible).
The weak points
Not clean, cockroaches & dogs roaming hallway to eat leftovers // strong chemical-like smell from cleaning supplies // very OLD building, lots of wear and tear, things broken or not working in the rooms // activities not all available
0 0
Resort is great for kids. Terrible Beach!
P family., Toronto, ON
2023-02-08
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]
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The strong points
Great kids entertainment. Food was decent and good variety overall. Small and cozy. several pools to go to, and great kids splash/slide areas.
The weak points
Beach was terrible. Excessive amount of seaweed. They don't clean it, and they can.
0 0
Certified
Overall Great Experience!
Tom Holtby, Oakville, ON
2023-01-19
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]
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The strong points
- Excellent staff and service.
- Multiple omelet stations at the breakfast buffet.
- Large bathroom and shower.
- Overall great food and drinks.
The weak points
- Extremely loud entertainment/music is played well into the night.
- Room/bathroom and areas on the resort need a refresh, updating and or repairs.
- Having to get up at 7 am to reserve pool loungers to secure a spot.
- Seaweed on beach.
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Certified
Do not recommend
Apel Mofsis, Toronto, ON
2023-01-14
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]
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The strong points
The food is good.
The weak points
Everything else isn't.
0 0
Certified
Not impressed
Pranav Sahi, West St Paul, MB
2022-12-27
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]
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The strong points
Great location,property need's maintenance and staff needs training.
The weak points
Staff is untrained and greedy.
Sanitary measures
Nothing at all
0 0
Certified
Overall a good resort
Jason Schmidt, Kelowna, BC
2022-12-06
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]
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The strong points
Service was excellent at restaurants, poolside, and at guest services. TONS of stuff for kids to do, very family friendly. Pools were very clean
The weak points
Best restaurants were the italian and tex mex, the rest were average at best. I expected better, but overall not terrible. Buffet always had good food. Rooms had a lot of mosquitos, had to get it sprayed 3 days in.
Sanitary measures
Lots of sanitation stations for those that wanted them
0 0
Certified
Nov 12-20 review
Brenda Moores, Kamloops, BC
2022-11-22
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]
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The strong points
Clean
Friendly and helpful front desk
Comfortable beds
Towels at the pool
Comfortable lounge chairs at pool
Buffet food was good/lots of variety
Lots of activities
Servers friendly
The weak points
No reservations available for restaurants Times where no food was available except room service
Sinks in bathroom drained very slowly
Wedding venue by the beach has rot on the deck and stairs
Wedding food was served cold
Sanitary measures
Didn't see any
0 0
Certified
A Much Needed Family Holiday
Lee, Oakville, HA
2022-10-31
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]
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The weak points
Sadly, the beach was in not such a great state to swim in. The shoreline was covered in seaweed but at all times was kept within reason by staff keeping it at bay.
0 0
Certified
Pool resort- disgusting beach
Ramo, Gatineau, QC
2022-08-30
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]
Room
Quality - Price
Front desk & Reception
Beaches
Location
Bathroom
Staff / Crew
Cleanliness
Food & Restaurants
Sanitary measures
The strong points
-food and entertainment
The weak points
-room : sofa bed without a matrice, swim out pool dangerous due to tails that are not fixed. My kid had a big cut on her foot because of the stairs.
0 0
Do not book Diamond Club
Al Kassam, Toronto, ON
2022-07-05
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]
Room
Quality - Price
Front desk & Reception
Beaches
Location
Bathroom
Staff / Crew
Cleanliness
Food & Restaurants
Sanitary measures
The strong points
Great food
Great pools and grounds
The weak points
Poor customer service
No butler service even though you pay for it
Rude room service staff
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Not worth the money
Royalton Riviera
Great Resort - Beware of Hand, Foot & Mouth
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]
Our stay at the Royalton
First Trip Ever
Rude staff
First time at a resort
Family of 5
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]
Wanting Stress free Vacation
Family Vacation
Parts of the property could do with additional maintenance. Cleanliness in the public lavatories could be improved. [Details]
Family Vacation for a Celebration
Week away in the sun!
Lots of pools and activities as well as quiet spaces. [Details]
Christmas Week
Overall relaxing and fun but poor housekeeping
Overall excellent experience!
Attended Wedding
Not satisfied!!
Royalton Riviera Cancun
Experience was just ok
Good from far but far from good
2-star motel at most
- 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]
Resort is great for kids. Terrible Beach!
Overall Great Experience!
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]
Do not recommend
Not impressed
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]
Overall a good resort
Nov 12-20 review
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]
A Much Needed Family Holiday
Pool resort- disgusting beach
Do not book Diamond Club