TripAdvisor Traveler Rating

Stay March 12-16 Royalton Riviera Splash I had stayed at this hotel to celebrate My Husband and His Twin Sister’s 40th Birthday. There is inconsistency with the information and I do not recommend this hotel as I tried to request three separate times two Birthday celebration request and a request to book Rio Brazilian Restaurant for their Birthdays. They told me to book Zen restaurant as the Brazilian is not available. I received email saying it is sister property restaurant. I also had request 3 times with a server that we were celebrating a birthday at the Zen Restaurant and they received cake at the end after everyone had left the table. I Also booked and payed my massages services and provided cash for tips to each massage therapists. As I was checking out the Reception Agent told me I had an amount owning. I told him I had already paid for all their services. The spa tip themselves without of authorization and consent. I told them they committed fraud as they added their own tip without my authorization and I had paid for my services They did not apologize. BEWARE upon check-in hotel there are people who work for PRIME it’s a time share program and they wait for you the moment to check in and pretend to help you. I was given false information from Prime Employee and Royalton Reception staff and that if I went to a Prime Presentation I would get Coupons and get exchange privileges with Royalton Splash and be able to go to Rio Brazilian Restaurant. If you Sign up to the Prime Membership is at your discretion over a 3 plus hour presentation. This Hotel does not have exchange privileges with Royalton Splash. If you want to go over it’s 110USD per person per day for the water park. You can attend their PRIME timeshare for coupons. Also a taxi from Royalton Riviera Cancun and Royalton Splash is 30USD each way when it’s a 15 minute walk next door. From The month March to November it is seaweed season. The beach is not nice as it full of seaweed and it has a foul smell. They charge you an eco fee because of the seaweed cleanup that you cannot enjoy. This hotel is not a 5 star, they provide poor service, misinformation and beware of the employees who charge without your consent.

We enjoyed our stay but would not go back or recommend this hotel. The beds were comfortable and pools beautiful. However , the office staff gave us a smelly room over the restaurant in the diamond club , but were told we did not have access unless we payed 400$ more a night for that area of the resort. We asked for a room away from the restaurant that didn’t smell like meat. We were told the only room would be 400$ more a night and it was next to the loud tractors with a nice beach view. I thought this was pathetic customer service. Forced to upgrade or smell like meat ??. Don’t plan on restaurant reservations unless you buy into the diamond club. The lines for food near the pools was long and room service was an hour wait. The beaches are full of sea grass. I would recommend you stay farther North in Cancun. We loved the Royal Sands, as the beach was clean, food was fabulous and the staff was amazing. We did not have the same experience at the Royalton.

Greetings Lupe and Gina On behalf of our Family please accept our sincere appreciation and thanks for all your time and efforts in making our vacation such a wonderful experience. You ensured and followed up that our any request was addressed. Thank you! Sincerely, Arija and family.

our shuttle never left the airport on time, then we arrived at the royalton at 12:30am at night. There was a line up of families to check in. We had 6 kids who were starving and we never got to our room till 2;30. The check in process was terribly slow and there was no way to hurry them up. We asked for food but of course they told us to order room service. The room service arrived at 4:15am so you tell me how you think our check in went!

The property was beautiful but the staff and the food were awful. The concierge were the least helpful people we have ever experienced at a Marriott property. You are not able to get a reservation for dinner if you have a bigger party unless you buy extra wine or pay money. Again- the hotel is beautiful. The rooms are lovely. The management and concierge left a lot to be desired.