TripAdvisor Traveler Rating

Royalton Splash Cancun – Family Reunion Stay (26 Guests) We recently stayed at Royalton Splash Cancun for a family reunion of 26 people. My personal family of four have been prime members and travelled to many of the Royalton resorts over the years. Overall, we truly enjoyed our stay. The resort is very clean and well-maintained, the rooms were excellent, and the à la carte restaurants were good (though the buffet could use improvement). What really made the experience special was the staff and service. They were exceptional and deserve real recognition. A special thank you to: • Valentine, our Butler • Armando, Diamond Club Lounge bartender • Esteban, Raul, Mario, Ernesto, and Eric at the Diamond Club pool and beach bars, including the beach towel staff. Their professionalism, friendliness, and attention to detail made our trip memorable. The spa was also fantastic and well worth visiting. However, there are several issues that hotel management needs to address. The Diamond Club pool temperature was was too cold and the hot tub was at one point scalding hot, then later not warm enough. These are small but important details for guests paying for premium service. The biggest concern, however, is safety. The swamp next to the resort creates a very strong smell in the mornings and clearly contains alligators. During our stay, an alligator was seen moving from the swamp into the ocean. At that time, many guests—including our family—were in the water. We had to alert hotel staff ourselves so they could evacuate the beach. This is extremely dangerous and should never rely on guests noticing the risk first. They are not closely monitoring or do they have a safety protocol in place. It is only a matter of time before a serious incident occurs. Additionally, the water near the beach is often murky because the hotel discharge into the swamp and drains into the ocean, which raises obvious sanitation and environmental concerns. For any resort, especially a Royalton’s standard, this is unacceptable. Royalton Splash Cancun has the foundation of a great resort — beautiful property, great staff, and strong amenities — but these safety and environmental issues must be addressed immediately. Guests should never be put at risk in the ocean at a five-star family resort. I would recommend the hotel but make the guest well aware to stay away from going into the ocean. How is this acceptable for alligators to be trolling in the ocean close to all guests and polluting the ocean and allowing guest to swim in it. Royalton can do better and address these very serious and important concerns.

This is a pleasant upscale resort with some mediocre performances which keep it out of the five-star category. Food is good, service is mostly excellent and those showers in the room are to die for. But check-in was a midnight horror, the rooms were not what we ordered and room service was awful. Still, the pools are great, the bars are busy but not demanding more than a five minute wait most times (the secret gem is the lobby bar) and most of the waiters are attentive. The splash pools are good for the kids even if they could use an upgrade but the major waterslides are so risky even my teenage grandsons shied away after hurting their back on raised edges and banging their angles on poorly designed features. All round this experience met but didn’t exceed expectations. It served as an acceptable venue for our family reunion but it won’t become the go-to place for the next one.

Arturo was a very good chef and his show was very professional and entertaining we had so much fun even with our food! Thank you so much

ZEN Tepanaki chef was excellent. Did his best! Much appreciated. Fried rice was simply spectacular! The Resort is very pleasant. Enjoyed the complimentary sweets brought to the room in the early evening. Rob & Bernice L.

Guillermo is very funny and super nice during the service. He gave us a real show!!! 10/10 for service and 10/10 for food.