Royalton Riviera Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.0
  • Rooms 4.5
  • Service 4.5
  • Value 4.0

20228 TripAdvisor reviews

TripAdvisor users rated this property 3 out of 5

Expected more with first time at Royalton5*.

billyhall94 on May 18, 2024

Expected more. (Currently still here for another 4 days) Booked last min holiday and got a great deal. Overall the hotel is good. The rooms are nice and clean and the restaurant has been amazing. (Service and food quality) We had a problem with AC in room. Fixed and sorted within the hour. (Very efficient and couldn’t apologise enough) Some good premium drinks on the list (absolute vodka. Captain Morgan. Kraken. Bombay. Jamesons etc) Bad points - The service is very slow. Literally 1 worker on the pool swim up bar who has to sort out ice and then serve everyone. Waiting 15 minutes to get a beer and we’ve tipped well all week to try get an improved service. (Literally need more staff on busy bars) the bar on the evening for the entertainment is exactly the same. 2 staff and literally 100s of people sat around waiting for drinks. Rules seem to change daily. Got told this morning I could only have 2 beers (was getting the round in for 4 of us) while they were sun bathing. The main pool with the screen is filthy. Bits and rubbish floating. All the grout missing between the tiles and algae growing in between. Infinity pool a lot nicer. We’ve been down most mornings at 7.30 and seen it getting cleaned once after we complained. Not seen anyone checking the PH or adding chlorine. Every morning for breakfast the cappuccino machine not working. The food that’s popular always missing and waiting (hashbrown etc) Parts of the hotel is looking very dated. Holes in the floor etc. Seems to be in a phase of renovation as the steak house is currently getting a refurb. So hopefully working there way around tiding the hotel up. No public places seem to have any air con. Sports bar. Lobby bar. Some of the restaurants. There is a major issue with a slippy floor near the pool bar. Friend has slipped and cut his knee. Then seen a couple both go over and the women crack her head. Sort the floor or just put a mat down in front of the bar. This one is a-bit of a nip pick but you have to keep your knife and fork between courses. This is poor for a 5* hotel. If you forget it’s like breaking a code for Mi5 to get another set. Overall the holiday is good, this is 7th time to cancun and we usually stay in the hotel zone at the Rius which are 4*. Thought they were overall a better hotels and 100% better service. Can’t complain too much at the last minute deal we got but thought we would tell others the issues we had, but wouldn’t return.

TripAdvisor users rated this property 4 out of 5

Family Trip May 2024, Diamond Club Review

Passport48925750533 (Toronto, Canada) on May 18, 2024

May 10-17, Diamond Club, Jacuzzi Oceanfront Room Is Diamond Club worth it? : Overall Yes. You get a few additional perks that made the trip really enjoyable, including an hour of hydrotherapy at the spa per adult. Pool/beach butler service (shout out to Damaris and Alvaro) and some speciality breakfast and lunch options. The room butlers were amazing, we had Omar & Alex, both were very professional and upon check in, Omar walked us through the property, the options, schedule and features of diamond club. The private beach and pool area were extremely nice and we had zero issues getting Cabanas everyday of the trip, even at 1030am. Food: I am always so skeptical of everyone's review of food because it is so subjective. In that same vein, please note in our opinion the food was okay, not mind blowing but not inedible. The biggest disappointment was the guacamole, it did not feel like it was made fresh or was chunky. It also lacked punch and real taste. Out of the restaurants we tried, we really liked Armadillo and Agave (until I was sick all night from the shrimp appetizer). The buffet did a good job of having a dedicated kids area with some changes daily to ensure there were choices and some consistency. Service: this was the biggest disappointment. Beyond the butlers, the service was very mediocre at best. I'm not expecting white glove, fill up your water after every sip treatment, but theres a balance. The waiters particularly at the buffet are usually always at the back, talking, and very little proactive nature or service, they are more worried about folding napkins and sorting cutlery than service (yes we did tip). The exception was Carlos and Jesus in diamond club buffet area. At the host stand, there was little consistency whether they want to seat you or help yourself, seems like poor organization and management at the buffet. Also, they don't set spoons anywhere, you need to ask for one when you can find a waiter - even in the diamond club reserved section where they had less tables and more waiters. Random tips/info: 1) theres only one power outlet near the bed in our room, but had usb charging ports but one plug. 2) kids splash pool/pad is massive, kids programming is great. My one comment is that the kids show fluctuates when it starts at 630, 7 or 730. However a la cartes open usually at 6, so usually you are missing some of the kids show if you have a 6 reservation and show is at 630 or 7. 3) upselling- theres a ton of internal vendors always trying to upsell, from spa packages to tours to at the restaurants trying to upsell your meal. It was very aggressively constant, it's sad when the beach vendors are less active than the hotel staff. 4) room service menu had some good items but it definitely missed some local flair, would love to have seen nachoes and pico or a few tostadas. 5) very little AC really anywhere on the resort, including most restaurants it felt like. I only recall maybe one restaurant having AC on (Agave). Most restaurants do open concept with some exposure to pools/bar area and it always felt muggy. The Kids club and our rooms had the best AC. The sports bar on the 2nd floor had zero AC, it was muggy and hot and truly felt like a sauna. 6) a lot of group and/or weddings. If you are traveling in a group, it will be great but as a single family or couple, it may be tougher with all the groups around, the weekend we were there had a minimum of 3 weddings one day and other groups throughout. 7) diamond club areas CAN have kids. As a family that was traveling, we had our 5 year old with us and she loved the diamond club pools. Some people may be/were annoyed at that, but it is a family resort, if you don't like kids around, book at hideaway (adults only) or a different adults only resort. Overall a good stay, my first time at Royalton, would I go back? With a group or for a wedding, probably not for a family vacation.

TripAdvisor users rated this property 1 out of 5

Awful

Renee R on May 18, 2024

The resort itself is beautiful and the staff is very kind and informative HOWEVER before I even arrived it was a nightmare. They tried telling my payment was never received I kept getting hung up on when calling in but I was coming for a wedding in 2 days so I said well I well figure it out in Mexico at the front desk, who wants to worry about something like that across the country! Lots of people were waiting HOURS to even get checked in wasting the entire day thankful they “accidentally” paged my buzzer. Get to my room and it was so hot. Thought maybe I just need to turn on the air. Come back after the pool still hot but my son was exhausted so we sucked it up and threw on the fan. Called maintenance in the morning said everything was working properly. So I let it be and thought its really hot outside maybe it needs more time. Go to another guest room and it was an ice box! My relative told me make sure the patio door is shut or the ac won’t come on. Go to my room to discover the patio door won’t even lock and was broken!! So my son and I slept the first night on the first floor facing the alley of the hotel unlocked all night!! No curtain divider in my room had to call the front to get one installed (sharing a room with my 10year old son) night two came back to our hotel room still just relying on a fan sunburnt in México just to stay cool. The entertainment and food is nice and the staff again is extremely pleasant but as far as overall room maintenance, less than pleasant and it smells like mildew and the beds are rock solid. Definitely not a comfortable sleeping arrangement!!

TripAdvisor users rated this property 5 out of 5

Highly recommend

DayTrip33747316936 on May 17, 2024

All in all hotel is amazing..food was excellent facilities amazing too. Friendly staff can't do enough for you. Hotel tui reps were so helpful especially Sandra. And concierge team were outstanding. Our head concierge Marion (apologies for the name spell). It was such a beautiful holiday I proposed to my partner they went above and beyond to make this special. We are planning to return next year to get married with our kids and guests.

TripAdvisor users rated this property 5 out of 5

Wonderful anniversary getaway at the Royalton Riviera

Maya H on May 16, 2024

Our experience at Royalton Riviera Cancún was fantastic! My partner and I went for our 5 year anniversary and it was the perfect couple’s getaway. We were Diamond Club guests and I highly recommend Diamond Club as it was worth the price. Our room was large and overlooked the ocean and had a rooftop jacuzzi and daybeds. The resort is very open air and there were mosquitos so we highly recommend bringing bug spray. The resort also has a seaweed barrier in the ocean so the beach was quite clean. As part of the Diamond Club experience, we were paired with two butlers, Frida and Efraín, who were so nice and so attentive!! They handled our every need and handled our dinner reservations on the very first night so we never had a wait for dinner. Frida even created a personalized romantic anniversary experience for us. The Diamond Club has its own pool and beach section with beach bar. This literally wouldn’t be complete without Damaris!! She was the pool concierge for the diamond club pool and she is such light and a lovely person. She greeted the guests every day for a smile and is so service-oriented. Damaris also reserved a pool cabana for our anniversary complete with balloons and a sand sculpture! The location is beautiful and the resort is luxurious, but it is truly the staff at this resort that make the experience so memorable. Thank you Royalton!

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