TripAdvisor Traveler Rating

Extremely Disappointing Experience — Definitely Not What I Expected From a 5-Star Resort Unfortunately, my experience at this resort has been disappointing from day one. First, I paid extra specifically for an ocean-view room, only to realize that what I received was absolutely not what I expected or what I believed I had paid for. From my balcony, the primary view is the lobby pool, not the ocean. When I brought this issue to the front desk, instead of being met with understanding or an attempt to resolve the situation, I was met with rudeness, arrogance, and dismissive responses. I was repeatedly told that I had received what I paid for, despite explaining and showing that my balcony directly overlooks the pool. What made the interaction even worse was being told, “If you took the time to look to your left, you can see the ocean.” In reality, the ocean is barely, if at all, visible from the room. When I explained that walking onto my balcony gives me a direct view of the pool, I was then told that I “should have specified ocean front.” The problem with that explanation is that “ocean front” was never an available room category on our booking. The options presented were ocean view, garden view, pool view, and swim-out. I specifically selected and paid more for ocean view. If a room primarily overlooking the lobby pool qualifies as “ocean view” simply because the ocean may be visible from a certain angle, that should be made very clear when guests are paying a premium for that category. The resort refused to correct the situation or offer a reasonable solution. I’ve attached a photo of the “ocean view” so others can judge for themselves. Second, don’t necessarily expect to enjoy a morning coffee or a relaxing afternoon on your balcony. If you are unfortunate enough to have one of the uncovered balconies on the fourth floor, there is absolutely no shade or protection from the sun. The chairs and balcony floor become unbearably hot, making the space practically unusable during much of the day. Even standing or sitting outside for a short period can be extremely uncomfortable because of how hot the surface gets. Third, while there have been exceptions, many of the staff members we encountered were surprisingly rude and dismissive. Hospitality and customer service should be a major part of a five-star experience, and unfortunately, that has not been our experience here. The resort photography is another disappointment. The prices being charged simply to receive digital copies of your photos are excessive and feel like an unnecessary money grab after guests have already spent a significant amount to stay at the resort. Overall, this has not felt like a five-star experience. When paying five-star prices, you expect a certain level of service, professionalism, transparency, and attention to guest concerns. I have genuinely received better customer service and overall experiences at resorts rated two, three, and four stars. I will give credit where it is deserved: the food is fantastic. That has easily been the highlight of the resort. Unfortunately, great food alone does not make up for misleading room expectations, poor customer service, and an overall experience that falls far below what I expected from a resort marketed at this level.

Loved the morning yoga classes with Dani. A perfect start in the beautiful sunshine.

This was our 2nd time here and honestly we would 100% come back. This is the best value resort In Cancun in my mind cost/return. Let me break it down: 1) Location: It's very close to the shops, coco bongo, off-resort restaurants. The beach is amazing with no shade from buildings (Trust me this is important). 2) Hotel: The hotel is very up-to-date and has had lots of work done. Everything is very clean and presentable. A lot of hotels a rundown in Cancun not this one. 3) Room: Rooms are very nice, everything you need in good working order. Nothing spectacular but perfect. Ocean view is worth paying extra for. 4) Restaurants: Probably one of my favorite parts of the hotel. The buffet is really good where as you usually get bored of it at a lot of places... lots of food selection. The small restaurants are great too especially the steakhouse. You won't be disappointed with the food! Even room service after hours great for party days. 5) Entertainment: The hotel has a good amount of that. Always something going on... the rooftop stuff especially is pretty cool. 6) The Bad: There can always be room for improvement, two things about this resort I dont like: they charge extra for drinks on the rooftop, always kills the vibe up there people get bored and leave, waste of a great space and entertainment. There isn't enough to do at night on resort as it is so these nights would be a blast if they didn't charger extra. Second thing is not enough chairs on the beach. Your always fighting for chairs and you can pay extra for diamond club but it's not worth it. Just have more chairs and it would be perfect....

Our stay at Royalton Riviera Cancun was absolutely amazing! We came for a family wedding, and the entire experience exceeded our expectations. A huge thank you to our wedding coordinator, Neidy, who helped make the ceremony absolutely beautiful and such a memorable experience for our family. We stayed for a week in Diamond Club, and the service throughout our stay was outstanding. The rooms were beautiful and comfortable, the food was very good with plenty of options, and the spa was absolutely sensational. The butler service was another highlight — a special thank you to Carlos and Alan for taking such great care of us and making our stay even more enjoyable. Everyone we encountered was welcoming, attentive, and genuinely made us feel taken care of. Between the beautiful wedding, excellent service, gorgeous resort, and overall atmosphere, we had an unforgettable week.

Daniel the mixologist was great Raul was also very friendly and provided great service