TripAdvisor Traveler Rating

I really don’t know what to say about my experience so far. I have never wrote a review about anything before and I have holidayed with TUI multiple times and had really pleasant and enjoyable trips. We checked in on Wednesday 1st April in a family of 5 across 2 rooms. After speaking with TUI and contacting the hotel twice to ensure we have the rooms either adjoining or close to each other, we received neither. They had actually put us in completely different blocks….!!! After having to stress the issue for some time, they finally conceded and their solution was to offer us rooms ‘closer together’ on Saturday 4th April…!!! The reception staff were hands down the rudest I’ve experienced and came across with a ‘take it or leave it’ attitude! So we get to Saturday 4th April and get access to the new room which was only a few doors apart which was great. The room seemed fine, until we started to get changed for the evening! I ran a bath in the jacuzzi baths (please don’t get excited about these baths….they take hours to fill…) as the jets kicked in, bits of dirt and filth started firing into the water!!! Pictures attached. I ran the front desk…no answer! Walked down there twice and once again met with ‘I can’t be bothered with what you have to say’ attitude. After sending a member of the housekeeping team, and bless her, she couldn’t help! Finally a maintenance team member came to the room and was scratching his head wondering what was going on! This has been a disgrace of a start to this holiday! It’s such a shame, cos the place is a really nice looking hotel, the pool area looks class, there’s a lot to do for families, couples, etc but the majority of the staff and the rooms are definitely in need of some help! A real let down, for a place that claims to be 5 stars!!! Not a chance!

My wife and I were at this resort March 29 - April 2nd and we will never be back. You’ll be asked to join a meeting for timeshare as soon as you get there; turn it down. It’s a waste of time. The rooms; we had the walk out room into a pool and they are just rooms. You can’t use the beach right now because of the seaweed. The workers there are not friendly they will give you a fake smile and unless you have a 10 or 20 in front of you, good luck getting served. I’ve never seen anything like it. Food is not good at all other than the outside pizza making restaurant which is delicious. Casino is rigged. I know people will laugh and go try it themselves. I promise you will lose every time. Drinks are so watered down. I could have 50 chocolate monkeys and it not affect me at all. I watched how much alcohol was put into a drink and it was not even a shot worth. They do try to get your money in any way possible I went to the little store in the resort and I wanted licorice and a Milky Way just two simple things and they wanted $21 for that insane. They do have a nightclub, but other than that, there’s nothing to do at night. The shows they put on they OK but if you’ve seen one at another resort, you’ve seen them all. We’ve stayed at many resorts and I could promise you you can find much nicer and more affordable than this place.

We had a really good experience at Royalton Riviera Cancun overall. The rooms were clean, modern, and the beds were very comfortable — definitely made it easy to relax after long days in the sun. The staff were a highlight of the trip. Everyone we interacted with was friendly and helpful, and our butlers, Gina and Lu, were especially great. They were very accommodating and helped make everything run smoothly throughout our stay. The buffet was decent with a huge selection, so there was always something to find. The desserts were a bit underwhelming, but honestly that’s pretty typical for most all-inclusives. The à la carte restaurants were quite good. The Italian restaurant stood out as the best by far in both service and food quality compared to the others we tried. The beach did have some sargassum, but the staff were out there regularly cleaning it up. It didn’t impact our trip much — we still swam in the ocean every day. Overall, we had a great time. The Diamond Club amenities definitely made things easier and added to the experience. Would definitely recommend if you’re looking for a solid all-inclusive with great service.

Here’s a clearer, more polished version of your review that keeps your message honest but easier to follow: ? This is a difficult review to write because the issues we experienced seemed to stem more from management and operations than from the individual staff we interacted with daily. Check-in was lengthy, and our room was not ready on time. While we waited, there were no available lounge chairs anywhere around the pool, which made the wait even more frustrating. Upon arrival, we were told there were no dinner reservations available for the entirety of our stay. Although we ultimately secured reservations each evening, it required a significant amount of follow-up and frustration on our part. Even then, when we arrived for dinner, the hosts often did not have our reservation information, leading to additional delays and inconvenience. The “butler service” was also misleading. It functioned more like a mobile concierge rather than a true butler experience. They were not reserving pool seating or proactively assisting with requests, which did not align with expectations. Royalton should reconsider how this service is advertised. It also felt as though the Diamond Club packages may have been oversold. That area was consistently overcrowded, and many guests were frustrated by the lack of available seating. That said, several staff members truly stood out. Juan and Jesus did their best to fairly manage the limited pool seating. They were reasonable and accommodating, especially when guests communicated with them about stepping away briefly. Tania at the Diamond Club pool was exceptional from day one—always friendly, hardworking, and welcoming. Emanuel at the Italian restaurant also provided excellent service and was a pleasure to interact with. After the first couple of days, Gustavo and Nasser significantly improved our experience. Gustavo went above and beyond to make our mother’s birthday celebration special, which we truly appreciated. Nasser demonstrated great attention to detail and added a personal touch to every interaction. He consistently followed up and addressed any issues promptly, which made a big difference. The resort itself is beautiful and very clean. The food was delicious across the board—even the buffet exceeded expectations. The Caribbean restaurant was our favorite. Overall, Royalton has a great product, but improvements are needed in communication between departments and possibly in managing capacity to avoid overbooking.

Don't even know where to start. We arrived to check in and I asked if there was any upgrades available for a larger room. They said yes and charged me an extra $1500. I was fine with that, but we had to wait for the new room till the next day. They put us in our original room for our first night. Next day we got moved to our new room which was much smaller. I complained right away and even asked for our original room back. No one cared that they ripped me off and said our other room is no longer available. I have been traveling for over twenty years and never have I got a disappointing upgrade. This resort does not have ocean view rooms. All rooms face a pool with loud music all day and night. You can see a piece of the ocean between buildings and palm trees. Not your usual ocean view at all. Do not waste your money on their Diamond Club. Butler service is terrible. We asked every day for a couple extra beers and waters to be in our room and never happened. Nor did we ever meet our butler. The main buffet hall has a very strong sewage smell that makes it difficult to enjoy any meals there. They have cabanas all around the pool and on the beach. They are always empty every day because you're not allowed to use them unless you pay an extra $180 American each day you want it. No one paid that while I was there, so they sat empty the whole time. Very frustrating when they dont have enough chairs around the pool or beach for everyone. I highly recommend staying anywhere else. This was such a disappointment. On the upside, if you are there. The best drinks are made at the beach bar by Raul. We tried to make the best of things, but we will never be back to this resort again!