Excellence Riviera Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 19087 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Our favorite resort... We keep coming back!

    Reviewed by KatieTags(Forest Hill, Maryland) on Jul 27, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The first time we were here was for our honeymoon in April of 2017, and we returned in the fall of 2019 (I'm late in reviewing it). We had an even better time the second trip because we were so comfortable with the resort and we knew what to expect, and it was awesome. We got a Club room this time, which was fun and worth it. We enjoyed the Club Lounge and also how much the staff in the Club areas doted on us. One day at the pool someone was going around cleaning everyone's sunglasses. That's service!! A few staff members we would like to recognize for being awesome: - Felipe and Ana at The Grill - Amir at Flavor - Luis at the Chez Isabel Wine Cellar dinner - Enrique and Christian with the resort entertainment staff There are so many others we could name because ALL the staff members are terrific and we can't wait to return and see eveyrone!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Rooms

    Rooms-5

    Service

    Service-5

    Fabulous 1st Visit

    Reviewed by lisaaN8008MB(Belton, United Kingdom) on Jul 17, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We booked an Excellence Club swim up room. Unfortunately we were a day late due to a flight delay. We were warmly welcomed by staff and had a great stay. The quality of the food was excellent and lots of choice of restaurants which meant every night felt different. The evening entertainment was good and the facilities around the hotel ( including the spa were great). It’s difficult to find fault with the resort other than the room was very humid and bedding often felt damp. I would highly recommend this chain and we’ll defiantly be trying another one of the hotels

    No refund after four months unacceptable

    Reviewed by DoctorJLo() on Jul 05, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I was very much looking forward to my trip to Excellence Riviera Maya in March, but like many others, was required to cancel due to COVID. The initial cancellation seemed to go very smoothly and the confirmation email stated that I would receive the refund very shortly. However, it is now four months without a refund, despite monthly follow up phone calls and emails from me to Excellence. Each time I am given the same prepared speech, that there is a large volume of cancellations due to COVID ( I fully understand this) and that refunds are entered manually. Each time the email response increases the time frame for a potential refund to the amount of time without refund specified in my own email. I have yet to see the refund from a mid March cancellation and am beginning to wonder if it will ever happen. The canned response is annoying and the lack of refund after four months is beyond the COVID delay expectation. All other refunds related to this trip were accomplished by other operators within two weeks to two months. I am unlikely to be booking with this hotel chain again, which seems sad given the other glowing reviews.

    Solo Recharge

    Reviewed by TexasKenzee(San Antonio, Texas) on Jun 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Decided at the last minute to grab a few solo days of R and R, Excellence fit the bill! Everyone says it, but it’s worth noting again, the service here is crazy good. Any request, they will try and make it happen. Absolutely gorgeous sunrises on the beach- delicious breakfast at Lobster House, great room service, fabulous massage and the requisite amount of sunshine :) Rooms are spacious and clean, nice balcony with sea view, even in a non club room. ( I am pretty sure it was building 6 ) Beds- super comfy! As Expedia VIP, free room upgrade and bottle of Champagne with treats in room on arrival - Bringing the hubs back this year, if conditions allow - thanks again for a perfect stay.

    5th time to Mexico, 1st time to Excellence

    Reviewed by jennaham13(Kansas City, Missouri) on Jun 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We visited the ERC for our very first time in late December 2019 for 10 days. This was me and my mom’s first time to this specific resort, but not our first time to Mexico/Cancun area. We have stayed in many different resorts in this area, (including Iberostar Cancun, Palladium, Barcelo) and none of them even come close to the ERC. It’s definitely worth the money if you typically stay at more budget friendly resorts like we have in the past. Room: We stayed in a roof top terrace in the Club section with an oceanfront view and our room was awesome. It’s so cool to have the terrace balcony and the dip pool. We didn’t use the pool much as the water was pretty cool some days being that it was December. Not really sure if these pools are supposed to be heated, but ours didn’t seem to be. Although we didn’t really care. The 24-hour room service is awesome. Club Level Review: I will preface this by saying we have not stayed here non club so I can’t compare the two. However, we LOVED the service that we received being club level. We never went thirsty and they were always asking if we needed drinks. We were even able to order food poolside and have the drink servers bring the food to us. The club pool is smaller than the main pool, but in late December it was the only pool heated and that made all the difference. It was so refreshing and comfortable to swim in. We didn’t use many of the amenities of the special club lounge/front desk area but it was nice to have the option and they answered ALL of our questions and requests. It was sometimes tough to get 2 chairs together at the pool if we didn’t get to the pool before noon, but the beach always had chairs available. The pool concierge were awesome, including Ernesto, Francisco, Fernando and Secundino. They came by every day to make sure all of our needs were met and if we had any questions. Food: The ERC has the best food overall that I’ve ever experienced in Mexico. We were able and willing to eat at Agave, Flavor Market, Spice, the Lobster House, and Oregano. We also had the buffet a couple times. Agave was good, not outstanding in our opinion but we still enjoyed our meal, (I think our food was just overcooked). The one thing we love about ERC food in general is that in our experience they are able to accommodate to whatever you might like/how much of it you want to order from the menu. We were slightly confused with the menus at times about whether we order 1 or 2 appetizers/if a dish is a main or a starter and they never batted an eye when we ordered as much of it as we wanted. I think on more than one occasion we ordered 2 or 3 apps. Flavor Market was fine but we only went once. We really loved our meals at Spice, The Lobster House and Oregano. We’re not huge into nightlife and other shows at night. Claudia Trevino is awesome. The other nightly shows were fine. It’s fine entertainment in the evenings after the sun goes down. If anyone has any other questions about this resort I’d be happy to answer them through PM. If you’ve never been here before and you’re on the fence about booking it, I say you should without a doubt go for it. Let me repeat, ITS WORTH THE PRICE!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4