Royalton Splash Riviera Cancun

The overall experience was 3.5/5.
Excellent housekeeping. Diamond club staff is great Bartender Renea butler Daniel Manager Yiheda.
White dress and foam party rocks.
Food and service bring down the stars. They really need to work on service at specialty restaurants their menu and the taste and quality of food.
Missed Mangoes Avocado Blueberries and fresh Coconut water in this resort. [Details]

Overall, my experience was good. Had some concerns.
1. Crib broke in the middle of the night when my child was still sleeping in it. He wasn't hurt, called the front desk, didn't really care.
2. Times for some of buffet and ice cream is off and had long line ups.
3. Food selection at resort could be improved. Standard food like fries wasn't at buffet.
4. Booked a dinner for one of the shows, paid almost $200 USD. Booked at 7:30 pm, however they made an error and booked us in the system at 6:30 pm.

The slides were great, pools awesome, room clean etc. [Details]

Hotel was OK, Food was good but not great. Was extremely hard to get a chair by any of the pools. Beach had a lot of sea weed on it. [Details]

This resort is very big and didn't seem to have enough staff to cater to that large amount of people.
Line ups for food trucks at lunch were ridiculous with only one person serving. Buffet ran out of food frequently. Reservations were not taken for restaurants on the resort which resulted in long waits in the evening for dinner.
Housekeeping was very poor. Decorative cushions left on floor. Ice bucket left full of water. Facecloths not replaced one day.
Room service was available 24hrs but took so long for anything to get to your room it wasn't worth it. When I asked if we could have wine in our room as we don't drink beer I was told it was an extra charge.
Beach had so much seaweed it was not an area you could swim or spend the day. [Details]

overall was nice but worth the price [Details]

Food made me sick, hotel room tv was broken, room service food and service was horrendous, the eye rolls from the staff when you made a reservation over 5 people was hilarious. The wait time for a restaurant was over an hour every night. Bartenders were rude and filled the drinks with tap water. Terrible experience all in all. Would never go back. [Details]

The check in process is an absolute nightmare.
After travelling all day and being exhausted and ready to unwind, expect to wait 2 hours in a very short lineup to check in…. Zero communication as to why the process is so slow…. No organization, no offer of a drink while you wait… nothing.
The rooms weren't ready even though we arrived after the 4pm check in time.
They try to offer a lower rated room although we'd paid for an upgrade.
At check out, another 2 hours for a bracelet cut off… they won't allow you in the airport shuttle unless you've checked out… which literally took an hour and half to complete.
Airport shuttles didn't arrive… 100 people wondering what's going on… zero communication, and zero explanation.
Our flight was at 3pm, however we were instructed to get to the lobby at 9am… for no reason other than they wanted us out.
We sat in the lobby for 4 hours before the shuttle arrived [Details]

We found everything to be great. Food and drinks were great. Great for families. Lots of pools, water slides. Nice property. Beach was lovely. [Details]

Very friendly staff. Clean throughout the resort. Food was very good at buffet and specialty restaurants. No waiting for lounge chairs at the pools. Lots of activities available for guests. Perfect for those with small children who love water! Adults too! Love the lazy rivers. Would definitely go again. [Details]

waterslides were great but every person in our group who used it hurt themselves especially elbows.
Very slippery in the hotel overall and if you fall they don't really care and just say sorry, watch out don't get hurt!!
Mess up on the room categories. If you request two beds in the room your probably only getting one!
Would I return with my 14 and 15 year old, NO [Details]

Royalton splash is brand new resort near Cancun. Ride from airport is around 20 minutes. Grounds are well-maintained and beautiful. Lobby has amazing view of ocean and palms. There is a lot of pools to choose from. Those more lively with entertainment, live music, zumba and those more relaxing. Very nice water park for smaller kids with lazy river. Rooms are spacious with comfy beds and lots of spots to put clothes, personal stuff etc. Buffet has lots of option with international and mexican food. Italian restaurant Grazie has amazing food and great service. My favourite for lunch. Sports bar also tasty food. Entertainment team is great and really focus on fun activities. Beach is nice but water can't compete with hotel zone. [Details]

Unfortunately, our vacation would of been much better if we could of enjoyed going to the beach and being able to swim. The first day, they stopped me going into the water because of crocodiles and then the sea was brown and nobody on beach!!! Not normal for a week vacation! [Details]

Royalton Splash Riviera Maya

I wanted to share my honest review of our recent 7 day stay at this resort. A family vacation for myself, my fiancée and our 2 kids ages 11 and 12.

Resort: While the resort itself was beautiful and the grounds were well maintained, the resort did not give off a wow factor upon arrival. I found the pools were all located in the same area, so the entire resort was all huddled into the same main area. This made it a crammed and overly busy.

Upon Arrival: When we arrived at 12:25PM we checked in at the front desk and they informed us that our room would not be ready until 3PM.They also informed us at the front desk that we would be checking into a room with 1 king size bed. We booked with our travel agent and our 1 and only non-negotiable was that we had a room with 2 queen size beds for the 4 of us. I told the lady that behind the counter and she said OK and sent us on our way to wait for our room. We had been travelling all day and we were very hot and tired, but what can you do right?? We walked around the resort and then waited out our room.
At 3PM I went to the desk to finally check in and we were told the room was still not ready and would be 20 more mins. So, we waited again. After 25 mins I check with the front desk again and the room still wasn't ready, 30 more mins I was told. So, after 30 mins I checked again and again was told to wait 25 more mins. Finally, at 4:30PM our room was ready, except the room they were giving us was not the room we booked and paid for which was a 2 Queen bedroom with a swim out pool, they were giving us a 1 king bedroom with no swim out!!!! At this point I told the girl no and asked her why. She says to me “when you book online you are not booking the room itself, but the occupancy, and we get whatever is available at the time of arrival”. At this point I firmly asked to speak with the manager.
The manager came out and gave me the same bloody speech as the other girl, which I was not standing for! I put my foot down hard and managed to get us a king room with a swim out pool but was told if we wanted the 2-queen bedroom, we would have to check out of the king room the next day at 11am and again wait around the resort (room less) until 3PM when a 2-queen room would be available. UNBELIEVABLE!!! Then we were given out bracelets which also served as our room keys and sent on our way. They did not provide us with any directions on how to find our room and did not tell us that we had to go to the porters to get our suitcases. We figured that out on our own. Upon getting into the king room er figured out that the couch opened into a double bed. The kids told us they would be fine on that instead of switching rooms and waiting outside for hours again the next day without a room to get the one we were supposed to get in the first place.

Beach: The beach due to the time of year (June/summertime) was overrun by sargassum seaweed. This made swimming impossible and the foul smell in the dense heat was nasty. Unfortunately, mother nature is responsible for this, however, be aware of the time of year it is and do your research to make sure its not sargassum season if the beach is an area you want to utilize. Also, the pictures of the beach on their website shows white sands and a beautifully groomed beach area. This is not the case at all. The beach was dense with vegetation so looking over there from the pool area or walking down the pathway beside the beach does not offer a clear view of the water at all. You are just looking at the plant life and trees impacting the beach. Again, different from what is shown on their website pictures.

Food: The food was DREADFUL. The only place we enjoyed was the Italian Restaurant, Grazie (and it was just ok), and the Teppanyaki Restaurant (Zen). All the others were terrible, and the Buffet was nasty, other than the omelets and pancake and waffle station. The omelet line ups were long and I would wait at least 15 to 20 mins to get my omelet. My family was usually finished their food before I was even back to the table to start eating mine. The food trucks left much to be desired. The portions of fries on the side of your burger were tiny and even if you just ordered just French fries in a bowl you would have to order double just so they would give you enough to satisfy your hunger (even for my kids). My fiancée decided to try the truck again even after the first experience being bad. He grabbed a pulled pork sandwich and after a few bites he asked me to try the meat. To our disbelief the “pulled pork” was shredded up hotdogs in BBQ sauce on a bun.
The service in the restaurants was the worst I have ever experienced anywhere. In the sports bar we sat for 20 mis before a server even came to our table and although it was busy it wasn't that busy. When the server finally took our food and drink order we sat for another 15 mins with no drink service and all we ordered for drinks was 2 pops and 2 waters. My fiancée ended up going to the bar and grabbing the drinks himself for our family. We waited 1.5 hours to get into the Steak Restaurant as we were not allowed to make reservations for that. Only if you are Diamond Club are you allowed to make reservations. So, everyone else must wait around the Diamond Club.
I was told the wait would be 45 mins to an hour and I was placed on the waiting list and provided with a pager. She told me she would page us when our table was ready. We could not leave the area of the restaurant as the pager would not work if we were too far away. My son went back to the room as the rest of my family waited outside the restaurant. After 1.5 hours and no page, I proceeded back in to check on the status of out table as people who were waiting after us had already been taken in and seated. She had skipped us but luckily, I checked at the right time because we were able to get a table after waiting another 5 mins. Once in the restaurant we ordered our drinks and salads which came promptly. However, our meals took 45 mins to get to our table after we finished the salad. My kids and I ordered our steaks Medium, and my Fiancée ordered Medium-Rare. My daughter's and my steak came out medium and my son's steak arrived medium-rare, but he was fine with that, he was hungry and just wanted to eat at this point. My fiancée's steak arrived at the table very rare and when we sent it back and it arrived again, it was still rare. So, I flagged down a manager and requested a new steak cooked properly. A while later his steak hit our table again and it was still rare, by this point he had had enough and was starving, so he choked down what he could, and we were out of there.
A quick visit back to the restaurant Zen, the Teppanyaki Restaurant. In order to eat here you must book it “in advance” with the concierge. So, on Thursday I went to the concierge and stood in line for 20 minutes until it was my turn. I went into the office (which by the way is not marked with a sign or anything) and I asked the lady if I could please book a time for Zen. She asked me what day we wanted to eat there, I answered “Saturday evening” which her reply was that we had to come back and book on the day that we want to eat there. We cannot book in advance, even by a day. She told me we must show up at 9am when they open on the day we want to eat there and to be early as the restaurant will book up fast. This made no sense to me at all as I have never experienced that with any other resort I have been to. I then left and told my fiancée about what I was told. Luckily, he is a morning person and was up everyday at 6am, so he said he would get there early on Saturday to book us a spot. I told him they opened at 9am as that is what I was instructed by the lady. So, when Saturday rolled around my fiancée was in line outside of the concierge office at 8:15am. Shortly after his arrival, more people showed up to book their time also. While waiting they started chatting with one another and shared stories similar to ours, very few of them seemed to be enjoying themselves. At 9:15am the office was still not open, and a lady came over from the front desk area and announced to everyone waiting that the concierge would not be open until 11am and that they all had to come back then in order to book the restaurant. At this point my fiancée and the other people were very angry and well past frustrated. They all marched over to guest services and demanded that they book them all in for a spot at the restaurant. No body could even believe that they not only disallow people from booking in advance (which the front desk does not tell you about when they inform you that you must book that restaurant) but that they expect people who have been waiting in line for well over an hour in the heat to come back later and waste MORE of their day standing in line and may not even get a spot in the restaurant if it fills up by the time their turn comes. So, guest services booked in my family for 6pm. However, when we went there later to pick up our ticket for our reservation, the time for our dinner was not 6pm but 6:30pm. So, we all had to head back to our room to wait AGAIN 30 more minutes for our turn at Zen. Just brutal!!!

Staff: The staff were friendly although some of the bartenders at the pool bars seemed to neglect us even though we were next in line to be served. People would come up to the bar after we had already been waiting for our turn and start speaking Spanish to them and then they would get served while we still had to wait. The maids never left enough towels or toilet paper, we always had to call the front desk to request more, and even then, after waiting at least 45 minutes we would have to go hunting for the maid staff to get a towel directly from them. One afternoon I just walked outside over to the area of the pool where they handed out towels and grabbed some from them as we were sick of waiting.
My daughter ended up contracting strep throat. When I took her to see the Doctor, we could not find the office. We managed to grab a staff member who led us to the office. It was located in some random hallway that only staff are allowed in. He knocked on the door outside the office. There were staff members scurrying around the hallway looking at us and carrying on with their business. There was no answer at the door and the staff member told us just to stand there in the hallway and wait, that the Doctor would come to the door at some point. It was so awkward. We stood there for at least 8 minutes while staff continued to scurry around us. I finally asked someone again about entrance to the office and they told me that we could just go in (that would have been good to know 10 minutes before hand).
The Doctor took notes about my daughter's symptoms. I told him she has a fever as I could feel how warm she was. But in order for him to check her temperature and vitals, it would cost $28 USD. I told him that I didn't care of the cost and to please check her. So, he did, and her temp was 103.6 and that was enough for me, so off to the hospital we went. I had travel insurance, so I am grateful for that. The Doctor and butlers set up a taxi for us and made sure the driver knew what we needed from him. The driver took us to the hospital and waited for us for 2 hours (the 2-hour wait was free) all together the cab ride cost me $110 USD and he took good care of us. The hospital took good care of my daughter and the resort made sure she was ok by calling our room to see how she was over the next 2 days after her hospital visit. The resort did a good job with that, but the medical office needs to be easier and more accessible for the guests to utilize.
Upon checkout the man from guest services asked me to fill out a “rate you stay” card. From 1 to 10. I chose 1 and wrote a short explanation. When I handed it back to the man, he just looked at it and said “ok, you are all checked out, have a nice day.” So, to close my review I would like to confirm, that I would never stay at this resort again and neither would my family. My fiancée and I are getting married next year with a minimum of 80 people coming to our wedding. This resort was on our list as one we were considering getting married at. As you can assume that is definitely a no for us. My travel agent also informed me upon our arrival home that the day after we left the resort the whole staff went on strike. This should tell you something Royalton, this resort needs a huge adjustment if you plan on surviving. [Details]

This hotel has fantastic amenities and activities. The water slides are so fun, the lazy river is relaxing and there are several options for pools. The food was amazing in every restaurant on site and the staff was very friendly. We enjoyed everything about the resort. [Details]

There was relaxing atmosphere with nice weather. We were enjoying sunshine after a long winter in Canada. Had too much fun in swiming pool and the beach. [Details]

There wasn't enough chairsat the pools they were always all saved with towels. A lot of people seemed to get food poisoning. The water park wasn't complete and many people were getting hurt on the slides. The a la carte food wasn't any good at most of the restaurants. [Details]

Overall we had a good time but management is lacking big time. The elevators were filthy constantly, our room had a big brown drip on the wall (someone before us must have spilled something) and no one cleaned it the entire 10 days we were there. The resort ran out of pina colada mix, strawberry daiquiri mix, nacho chips, chicken burgers, simosas, vodka, hotdogs, etc just while we were there. [Details]

All around clean and very friendly staff, need more chairs around pool, not enough for guests. Had a fall, sidewalks go up and down with no markings in a lot of places saw a few guests tumble. Restaurants are remarkable in design. The half of the water slide that was opened needs more work, my grandson, went down one and scraped and cut his spine coming down, sharp piece needs to be filed, they cleaned and bandaged it. Rooms need a bit more tender care. [Details]

A clean, beautiful hotel with loads to do in and around hotel. The staff went above and beyond. Our eldest periodically uses a wheelchair and she said access was accessible , even to the beach! [Details]

This hotel is beautiful! It has many pools and many options. You can also stay on the beach. If you want to the waterslides are beautiful addition for any family. We were not travelling with children and truly enjoyed this resort. [Details]

We had an incredible time at this resort, the pool is gorgeous and the restaurants are fantastic with plenty to do. The beach was nice but unfortunately there was a huge amount of seaweed coming in each day. (Not their fault of course and they did try to remove it each morning) [Details]