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Reviews of Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino

4.5 out of 5
Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino
Carr Federal 307 Tulum-Cancun Km 332.15, SM31 MZ03, Puerto Morelos, QROO

Reviews

7.4

Good

Rating 10 - Excellent. 697 out of 1803 reviews" "
Rating 8 - Good. 398 out of 1803 reviews" "
Rating 6 - Okay. 273 out of 1803 reviews" "
Rating 4 - Poor. 194 out of 1803 reviews" "
Rating 2 - Terrible. 241 out of 1803 reviews" "

7.8/10

Cleanliness

8.0/10

Staff & service

8.0/10

Amenities

7.4/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

4/10 Poor

jason

Travelled with group
Liked: Staff & service
Disliked: Cleanliness
Dont normally leave reviews but paid a pretty penny for a presidential suite with rooftop pool and ocean view... when i get to my room the pictures were nothing like what I saw on expedia, my view was of a childrens pool and in the distance trees, and then above the trees ocean...0 view of beach. i complained to management and at first they tried to say thats considered a presidential suite but after a little back and forth they said they will move me to one of the corner ocean front suites like I saw in picture... The next day I did get the room i was expecting and I will say it was beautiful... the view was nice, it was modern and updated like the pictures.. that I wouldnt of minded paying for but getting stuck with some other room tainted the experience and first impression. I will say the staff is very very nice and accomodating... after dealing with the room issue they did go out of their way to send me special accomodations and handle any requests I had which was appreciated.. the food is ok, better then other all inclusives Ive been too in past and they have a variety of options.. The resort itself is a little boring though in my opinion and outdated.. other people said they had similar issues with rooms also so be careful.. here anything on the ocean side is considered ocean front even if your no where near it... Nice little strip of beach, nice rooms if you get the right location, nice staff.. thats about it though.
Stayed 1 night in May 2024
Response from Expedia Ambassadors on 22 May 2024
Dear Mr. Jason,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

10/10 Excellent

Diana

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing time there!!
Stayed 4 nights in May 2024
Response from Guest Services Management on 22 May 2024
Dear DianaThank you for your kind feedback! We're delighted to hear you had a pleasant stay. Our team takes pride in delivering exceptional service to ensure our guests' comfort. Your positive comments motivate us to continue striving for excellence. We look forward to welcoming you back soon to Royalton Riviera Cancun!Luxury Regards

8/10 Good

Giuseppe

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food wasn’t good but everything else was good
Stayed 6 nights in May 2024
Response from Guest Services Management on 22 May 2024
Dear GiuseppeWe are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Guest Services Management on 22 May 2024
Dear PaulWe are delighted to learn that you had a wonderful stay with us at Royalton Riviera Cancun! Our dedicated staff takes great pride in providing exceptional service to all our guests. We strive to maintain a warm and welcoming atmosphere that ensures a memorable experience for everyone. Thank you for your kind feedback and visit.Luxury Regards

2/10 Terrible

Jaspreet

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 3 nights in May 2024
Response from Guest Services Management on 22 May 2024
Dear JaspreetThank you for your review, we are sorry to learn your experience wasn't satisfactory. This will decisively help us to improve our services and attention so that your future stay is more pleasant.Kind regards.

4/10 Poor

Ismaeel Basim

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
The resort is nice, clean, and kept up, house keeping comes twice a day making sure the room has clean towels and sheets. The AC was pretty good Things to note: THE RESORT CREDIT CANNOT BE USED TO PAY, IT IS LIKE A DISCOUNT BOOK, we were given $600 in resort credits, when we tried to use it, they told us we can only use an $x amount and the rest we would have to pay, for example, spa is 150, they told us we can use only $25 from the credit and we had to pay $125 Oceanview is not always facing the ocean, we were told "partial ocean view is considered ocean view" by the diamond club guest service The time we went diamond club was not worth it, unless you like a quiet pool, the only benefit is the butlers, they can make reservations for you at the restaurant make sure to ask about events and activities going on around the resort all the time, sometimes the butlers dont tell you everything going on and you might miss out on somethings my opinion the only good restaurants were dorado (hideaway), zen (both regular and hibachi), Caribbean grill were the best, the rest were meh (idk about taj tho, didnt go), we were told that the quality of the restaurants has gone down over the years hideaway pool is more lively, music playing, fun activities for adults, and better poolside food for lunch, diamond club pool is very quiet, no activities, was boring for me, but my wife liked reading her book and sun bathing, main pool is lively, has fun activities for family but is very busy
Stayed 8 nights in May 2024
Response from Guest Services Management on 21 May 2024
Dear Ismaeel.Thank you for your recent visit. It's great to learn you enjoyed our entertainment and in-room attentions. However, we are sorry our facilities did not live up to your expectations.We appreciate your comments on the areas you think can improve, we will look into that and make sure we deliver consistently excellent services and amenities.We hope that you come back to enjoy another wonderful vacation at our facilities.Kind regards

4/10 Poor

Jachara

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is close to airport 20 min or less. When you arrive to the hotel they take your bags and check you in however they try to charge you $500 for deposit that was never discussed. They give you a $300 credit but you can’t use it anywhere on the property apparently. There is only ac in the lobby and rooms. The hallways and elevators are hot as hell. I booked an ocean view hotel however the first room was a pool view. And the room they changed us to was only a partial ocean view which was not distinguished during booking. Also the ac in the room was leaking water by the 2nd night there was a huge puddle in the middle of the room. The maintenance man temporarily fixed it he said he would return and never did. Puddle was back by morning. You can only order room service off of the tv menu and our remote didn’t work. It took 2 days to receive a working remote. The staff is rude and impolite. They give you the runaround when asking for help. Housekeeping only came 1 out of 4 days. Towels were scarce and also filthy. Room service comes quickly but the food is under average. Many restaurants didn’t get a chance to try them all. There are no plastic cups or straws on property cups dishes and utensils are always dirty and nasty. Especially in the buffet area. They need to upgrade the property staff and experience at this hotel. Very unsatisfied with my room and experience with staff. I do not recommend and will not return.
Stayed 3 nights in May 2024
Response from Expedia Ambassadors on 21 May 2024
Dear family,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

10/10 Excellent

Anis

Liked: Cleanliness, staff & service, property conditions & facilities
Highly recommended
Stayed 3 nights in May 2024
Response from Guest Services Management on 20 May 2024
Dear Anis.We are happy to know how much you enjoyed your stay at Royalton Riviera Cancun and that our facilities and services lived up to your expectations! We are looking for your next visit to our Resort in the near future.Luxury Regards

4/10 Poor

Shadea

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was not clean and food was not good and staff was unpleasant I said at the adults Royalton in Cancun excellent this one is a no no
Response from Expedia Ambassadors on 17 May 2024
Dear Lindsey family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

2/10 Terrible

sedina

Disliked: Cleanliness, staff & service, property conditions & facilities
The staff was very nasty at the front desk and my room was a mess they charged me a extra 600 dollars to add a person and nothing was ready I will not use again
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on 17 May 2024
Dear Lindsey family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

8/10 Good

Yuliya

Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on 17 May 2024
Dear family are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

10/10 Excellent

NAZHA

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
I like their shows every night. But what I didn’t like about that resort was how they changed our room from 2 beds to 1 king bed and the room wasn’t ocean view. They wasted our time to move to different room after we complained. That wasn’t convenient.
Stayed 4 nights in May 2024
Response from Guest Services Management on 15 May 2024
Dear NazhaWe are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

2/10 Terrible

whitney

Disliked: Cleanliness, property conditions & facilities
Pictures are different from what you get
Stayed 2 nights in May 2024
Response from Expedia Ambassadors on 17 May 2024
Dear Whitney family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

10/10 Excellent

maria alejandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from Guest Services Management on 20 May 2024
Dear Maria.We are very pleased to learn you had a luxury holiday enjoying our facilities as well as the attentive service of our staff. We look forward to welcoming you again for another great holiday.Best regards.

6/10 Okay

Carolyn, Tomball

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Honestly, the alcohol selection and just the Royalton part was not good at all. So then I did upgrade for one night to dive in Club where the alcohol selection got just barely better. Food wise steakhouse was nice. I asked every day what other options do I have for breakfast and all I was ever told was the buffet. But for diamond club you could also go to agave. I wish somebody would’ve told me that but they didn’t. Knight so I had booked a room with a Jacuzzi on the terrace and an ocean view. And I know they probably thought they were doing a good thing but they gave me a four person Jacuzzi on the roof With stairs that I had to go up and down and I don’t do stairs. Had to call maintenance the first night the drain wouldn’t close it took over an hour to get it half full. Did not even use it the second night because I don’t stairs. But I got a very nice room When I change the upgraded area of Diamond Club. Probably not on my list to go back to Saturday
Stayed 3 nights in May 2024
Response from Expedia Ambassadors on 14 May 2024
Dear Carolyn family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

10/10 Excellent

Jose

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Danny flow
Stayed 4 nights in May 2024
Response from Guest Services Management on 13 May 2024
Dear JoseThank you for choosing our Royalton Riviera Cancun! Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

6/10 Okay

Roman

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
At 2am … it was loud, and scary
Stayed 4 nights in May 2024
Response from Guest Services Management on 14 May 2024
Dear RomanThank you for your feedback, it is hard to know that your vacations were not the best experience due to the considered points, we will attend each of them to fix all these concerns. We hope that you will soon allow us to enjoy a vacation at Royalton Riviera Cancun.Luxury Regards

6/10 Okay

Christopher

Liked: Staff & service
Stayed 5 nights in May 2024
Response from Expedia Ambassadors on 10 May 2024
Dear Christopher family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

4/10 Poor

Lindsey

Disliked: Cleanliness
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on 12 May 2024
Dear Lindsey family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

6/10 Okay

Ryan Patrick

Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Staff was great the resort in general was beautiful but my room was dirty, lights didn’t work. After I complained they had my room promptly cleaned.
Stayed 3 nights in Apr 2024
Response from Expedia Ambassadors on 8 May 2024
Dear Ryan Thank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

6/10 Okay

Jewel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on 9 May 2024
Dear Jewel Thank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

10/10 Excellent

Gabrielle Jeannette

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very big but very nice. Rooms are spacious and clean. Lots of pool areas. Seaweedy beach, but they try to stay on top of it. Overall would come again.
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on 8 May 2024
Dear Gabrielle We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

6/10 Okay

Felix, New York

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on 8 May 2024
Dear Felix Thank you for sharing your experience.We hope to have the opportunity to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Christopher

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The buffet was surprisingly very good, the staff was always friendly and helpful, the drinks were great, the views and room were nice, the only issue is the restaurants we tried were a bit underwhelming, not terrible just meh, we’ll go back but just stick to the buffet. Scheduled the pick up and drop off shuttle through mts on Expedia, it made life super easy. Just say no gracias to the person trying to get you to go a timeshare “diamond club” presentation at the resort when you arrive. It’s typical at all these properties for them to do this but it wasn’t really pressured, just say your unemployed and broke and they’ll leave you alone.
Stayed 3 nights in May 2024
Response from General Manager on 6 May 2024
Dear ChristopherThank you for sharing your experience. Your feedback will allow us to improve. We hope to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Victoria, Aurora

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Expedia Ambassadors on 8 May 2024
Dear Victoria We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

10/10 Excellent

Marion

Liked: Cleanliness
Needs improvement on a/c
Stayed 7 nights in Mar 2024
Response from General Manager on 6 May 2024
Dear Marion Thank you for sharing your comments, we will work on improving the areas you mentioned. We hope to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa

8/10 Good

SUKHVEER

Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from General Manager on 6 May 2024
Dear SUKHVEERThank you for sharing your experience.We hope to have the opportunity to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Nilesh Narottambhai

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Property is very nice but room service is worst.
Stayed 4 nights in Apr 2024
Response from Guest Services Management on 3 May 2024
Dear NileshWe are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

2/10 Terrible

Joseph

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Guest Services Management on 3 May 2024
Dear Joseph.Thank you for your visit, it is hard to know that your vacations were not the best experience. We strive to make every guest feel special and hope you give us the opportunity to welcome you back on your next visit to Royalton Riviera Cancun in order to make your stay a more memorable one.Kind regards

2/10 Terrible

Steven

Liked: Staff & service
Disliked: Cleanliness
Got a bed bug infestation from the resort and needed medical treatment
Stayed 6 nights in Apr 2024
Response from ROYALTON RIVIERA CANCUN on 3 May 2024
Can you send us more information about your recent stay? Any contact email address please? thank you.

10/10 Excellent

David, Thousand Oaks

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed at Royalton riviera. Place had lots of options for dinner. We were there 5 days. Made it to all the different restaurants and loved all. Went into Cancun down town to shop. Highly recommend. Did the Chichén Itzá tour. Long day but worth it. Very cool to see. Everyone in the resort is very friendly and welcoming. All inclusive is the way to go. Will definitely be back.
Stayed 5 nights in Apr 2024
Response from Guest Services Management on 30 Apr 2024
Dear David.Thank you for letting us know about your recent visit! We are very delighted to hear you had a wonderful stay at Royalton Riviera Cancun and couldn't be happier to learn our team made sure you had a top-notch experience. We look forward to welcoming you shortly. Luxury Regards

2/10 Terrible

Dominic

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
We paid for diamond club service and was totally neglected all week.
Stayed 7 nights in Apr 2024
Response from Guest Services Management on 3 May 2024
Dear DominicIt is not easy to know that your experience with us was not entirely satisfactory due to the points mentioned. The level of service you mention is not what we aspire.As a learning opportunity, we will continue working to ensure consistency in the quality of our services and care. We appreciate your honesty and hope that you can soon give us another opportunity to exceed your expectations.Kind regards

4/10 Poor

Patricia

Travelled with partner, Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The Diamond Club is NOT worth the money. There was never any premium spirits even in the Diamond Club lounge. We NEVER saw our butler which we only wanted to make dinner reservations. The butler finally made one reservation for us and told us the wrong time. We were asked how our stay was during our visit and explained issues we were having. Nothing was done. If we hadn’t paid for the Diamond Club it wouldn’t have been an issue but when you pay for an upgrade and don’t get it is is literally fraud. Don’t eat at the sports bar or Azure. Both restaurants the food is cold. However they you the plates are hot so be careful??? We have never stayed at a Royalton and likely won’t again.
Stayed 9 nights in Apr 2024
Response from General Manager on 6 May 2024
Dear PatriciaThank you for taking the time to let us know about your experience while staying with us. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

10/10 Excellent

Samuel Paul

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Wish the beach was cleaner
Stayed 7 nights in Apr 2024
Response from Guest Services Management on 30 Apr 2024
Dear Samuel. Thank you for vacationing with us. It is hard to know that your vacations were not the best experience due to the seaweed season, nonetheless, we are sure you made the best out of your time with us. We hope you will soon allow us to host your next luxury vacation at Royalton Riviera Cancun.

6/10 Okay

Cristal

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
It stinks really bad like if you are next to a toilet full of defecate the smell was horrible the staff are not too friendly if your not tipping the staff they not serving you or they have an attitude and in all inclusive resort I would expect for everything to be included… the price at the gift shop are insane if you’re booking a vacation here make sure you come ready
Stayed 5 nights in Apr 2024
Response from General Manager on 6 May 2024
Dear Cristal, Thank you for sharing your experience. Your feedback is invaluable as it allows us to improve. I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

6/10 Okay

Inoemely

Travelled with partner
Disliked: Cleanliness
Resort was okay. We ask for a room with a king bed and we were given a room with two queen beds. The staff at the front desk did not want to accommodate us. There was another couple complaining about the same thing and there were accommodated. The lady at the front desk was trying to promote the new hotel side. Also, the had a lot of items that were not included in the all inclusive resort. They were selling coconut water for $8 dollars. Nexus transport that work with the resort was not a good service. We were left without any notice and the company did not want to help us find another transfer to the airport. The man in charge Wilfrio was very rude and told us that it was our fault, that we should had call the shuttle to know the time of pick up because they don't let you know what time they will be there. Ee had to pay another $65 dollars for a taxi to the airport. We will not be coming back to this resort.
Stayed 3 nights in Apr 2024
Response from Guest Services Management on 3 May 2024
Dear Inoemely,t is not easy to know that your experience with us was not entirely satisfactory due to the points mentioned. We strive to meet all our guests' expectations. Bed type cannot be guaranteed as this is subject to availability during the time of your stay. Nonetheless, we are sorry that this was your perception. As a learning opportunity, we will continue working to ensure consistency in the quality of our services and care. We appreciate your honesty and hope that you can soon give us another opportunity to exceed your expectations.Kind regards

2/10 Terrible

Latoya

Travelled with partner
Disliked: Cleanliness, staff & service
Huge disappointment. Rooms are dated and need renovation. Housekeeping is lacking, most days had to ask for hand towels as they didn’t replenish. The mirrors are peeling, tiles missing on the floor and showerhead corroded. They never replenished the water in the mini fridge even after calling and asking twice. There were no chairs in the room only a dirty couch. Every time you turn around someone is trying to sell you something. Checkout was the worst. The supposed manager Connie came to work sick, I could smell the cough drop in her mouth, and with no voice and caught a nasty attitude because I was asking questions. Then her credit card machine wasn’t working and wanted me to get back in line for another agent to help after already waiting 20 minutes. I told her it wasn’t my fault she came to work sick or that her machine wasn’t working at the busiest check out time of the day. She stopped talking and refused to help me further. Will not revisit a Royalton property and tell all my nurses who love to travel to stay clear of Royalton properties.
Stayed 5 nights in Apr 2024
Response from General Manager on 6 May 2024
Dear Latoya,Thank you for taking the time to let us know about your experience while staying with us. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

10/10 Excellent

Marylee

Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on 18 May 2024
Dear family are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were friendly, helpful, accommodating. I had my favorite bartenders, Luis, Alejandro and Michael!!! The was food was amazing, from room service, buffet, food truck to the à la carte restaurants. The Indian cuisine was phenomenal and the steakhouse was really good as well. I wish I was there longer to try more. The à la carte was first come first serve where I thought would be a long waiting periods but we waited no more than 10 mins. Pool activities were fun. The resort was clean and well organized. I had a very nice relaxing visit and would definitely do it again and again!
Stayed 3 nights in Apr 2024
Response from Guest Services Management on 29 Apr 2024
Dear MelissaThank you for your kind feedback! We're delighted to hear you had a pleasant stay. Our team takes pride in delivering exceptional service to ensure our guests' comfort. Your positive comments motivate us to continue striving for excellence. We look forward to welcoming you back soon to Royalton Riviera Cancun!Luxury Regards

6/10 Okay

Albina

Disliked: Property conditions & facilities
My 4 time there and very surprised about conditions and service this resort now. Room smells bad, food very average, Towels in the room, not that white like used to really ready to change, A lot of roast, but the most upset thing it’s service.
Stayed 8 nights in Apr 2024
Response from Guest Services Management on 3 May 2024
Dear AlbinaThank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

10/10 Excellent

Pawan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Services Management on 29 Apr 2024
Dear PawanWe are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

10/10 Excellent

Dariela

Stayed 3 nights in Apr 2024
Response from Expedia Ambassadors on 17 May 2024
Dear family.We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

10/10 Excellent

Raman

Stayed 4 nights in Apr 2024
Response from Guest Services Management on 15 May 2024
Dear RamanWe are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. Thank you for choosing our resort for your vacation.Luxury Regards

6/10 Okay

Asmat

Travelled with family
Liked: Staff & service
Disliked: Cleanliness
The stuff were good , especially the guy that was working at the office for Expedia he was vary helpful and good ,the rooms are vary old and has a vary bad smell , the restaurants were ok .
Stayed 6 nights in Apr 2024
Response from Guest Services Management on 24 Apr 2024
Dear Asmat,We are pleased to know that you had your vacation with us and that our service not only met but exceeded your expectations. I will share your kind comment with our staff. We appreciate your feedback on the areas you think can be improved. We hope you will revisit Royalton Riviera Cancun!Luxury Regards

8/10 Good

Sanjay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Guest Services Management on 25 Apr 2024
Dear Sanjay We're happy to learn you had a pleasant stay. Your positive feedback motivates us to continue striving for excellence. We look forward to welcoming you back soon. Luxury regards

8/10 Good

Nasir

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Services Management on 25 Apr 2024
Dear Nasir. Thank you for choosing our resort! We are delighted to hear that you enjoyed our services. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

10/10 Excellent

Carol

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the activities
Stayed 4 nights in Apr 2024
Response from Guest Services Management on 24 Apr 2024
Dear Carol. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We look forward to welcoming you again soon. Regards.

6/10 Okay

aliyah

Disliked: Cleanliness, staff & service
Roaches in the buffet hall
Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on 24 Apr 2024
Dear Aliyah, Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

8/10 Good

kevin

Travelled with family
Liked: Cleanliness, staff & service
No bottled water and got told we needed to pay $40 to use the kayaks when should be included
Stayed 1 night in Apr 2024
Response from Expedia Ambassadors on 24 Apr 2024
Dear Kevin ,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

10/10 Excellent

Shahzad

Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on 10 May 2024
Dear Shahzad We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican Caribbean Luxury Regards