Excellence Riviera Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 19977 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Mixed Bag: Horrible Management/Terrible beach

    Reviewed by kimberlymY1715SZ(Chicago, Illinois) on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    When we checked in, I asked for a room upgrade. They said they didn’t have any available. The hotel was only at 40% capacity. That was the first sign of bad management. We got to our room, and I was disappointed. The tub was dirty, the toilet space was extremely small, and I didn’t love the location. They claimed it was a swim up, but it was really just a few feet away from the pool. I went back and complained. I asked if they had a handicap room. They told me the room would be in a building that was closed, and didn’t have electricity or running water. I insisted that they should always have a handicap room. They showed me and my husband a room after our toilet was broken, and it was mildew smelly, and the toilet and the shower were in the same enclosed space. The manager offered a nice dinner, but that was not satisfactory. A dinner had nothing to do with bad accommodations. The manager admitted all of their rooms were the same size, the bathrooms would all be the same. So they are either falsely advertising, or she was lying. FYI, don’t pay for the upgrade. We continue to have issues with this manager the entire trip. We were there for five days. We talk to a lot of couples, and they all said the place wasn’t what it used to be. There were some shining stars. The restaurants were awesome, the staff for the most part was great. We got sub par service at the beach and pool, and we saw some of our white counterparts get treated very differently. The awesome folks! JOSE-waiter at Agave Fernando-waiter at The grill Moises-pool bartender Hugo-pool waiter Entertainment Team sucked. They ended Karaoke and that was the livest event they had. So many more people wanted to sing. They should have let it ride to support the crowd! Elizabeth Martinez manager that refused to change our room. Edgar was great at the pool Sergio was awesome at Lobster House We didn’t get chopsticks and all the white couples did. We were told no more coconut drinks, and that was only for a short time. Then we saw another couple being served one. There was definitely some differentiated treatment. The spa service was not great. My husband was given someone who was training. When you paid $500, you should have someone that knows what they’re doing. The beach was terrible. As you can see in the picture below. Overall, we will not return to this location. We are planning our next vacation, and unfortunately the Excellence chain more than likely will not be on our list.

    Family vacation

    Reviewed by Wannabeme56() on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    First time at this resort and you can’t pick a better place if you want a nice resort. Gonzaleo was awesome along with all the other staff. Everyone is so friendly. Our only complaint was the beach and water. If you are wanting to swim off the beach this is not the place to go. Lots of seaweed and choppy water.

    Gorgeous and amazing customer service

    Reviewed by oydnew(Austin, Texas) on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    -The food was great and there are a ton of options -The entire resort was beautifully kept and EVERYONE working there was lovely and greeted us -There are tons of pools and a lazy river, so you can be in the middle of everyone or you can find secluded parts -The resort activities were actually fun and not cheesy (probably because it's an adult-only resort). Christian, Alberto and "Lady" were amazing at their jobs -Spring for the swim-up room that has the day bed. We would have room service breakfast on the day bed by the pool each morning, and anytime we were in the room, we were on that bed. It was our favorite part. -Pretty much only couples, so if you're looking for a fun singles place or a party type place, this isn't it. 10/10 Absolutely lovely resort and would recommend to anyone.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5

    Great time!

    Reviewed by Koters() on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My husband and I had a wonderful time on our vacation. We stayed for 7 nights. The food was really good and they had a lot of options. We enjoyed all of our dinners- Agave, Los Olas, Spice, The Grill, and Chez (the filet is amazing). They all had really great food. The pizzas were good and breakfast had a lot of options. Every restaurant had a vegetarian menu- which I thought was nice, although I’m not a vegetarian. All of the staff was extremely friendly and always working to make your experience great! The grounds are gorgeous and the sand at the beach is so soft. It was windy most of the time, so we spent most of our time at the pool. But the 2 days that weren’t as windy, we spent at the beach. There was definitely a lot of seaweed, but it was better when the wind died down. They had a lot of different activities and the entertainment staff did a fabulous job of keeping everyone entertained. Lydie was so fun! She really made the activities great! Christian and Alberto also were very entertaining! They kept everyone having a good time. On days when we didn’t want to do activities, we found quiet spots along the pools. The spa pool was a nice area to get away and just do a lazy float down. You really could make your vacation day whatever you wanted. The only thing that I could “complain” about was that the pool bar was closed- they were reconstructing it due to a hurricane. So, because that was down, they did not have oregano open at all. And the Grill became the grill/lobster house so it alternated nights. This made it difficult to get into on the nights that were the lobster house. It also limited the amount you could eat on the beach. But Los Olas was open for lunch and dinner so the opportunity was still there. All and all, this one one of our best vacations. We frequently go to all inclusives and usually at the end we are ready to head home. But not for this one... I could have stayed a few more days.

    Excellent Again!!!!

    Reviewed by Troy D(Beaumont, Texas) on Apr 09, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I just returned from 10 fantastic nights. This was our 12th time visiting this beautiful resort and it didn't disappoint. Everything was clean and sanitized. There was hand sanitizer/masks everywhere for anyone that wanted it. Every morning they would spray all the lounge chairs and clean all tables. All employees wore face shields and all practiced social distancing . There were a few couples with masks on but we didn't feel like we needed them. If Covid has you on the border of not going...just go!! Customs at the airport took less than five minutes going through which was really amazing to say the least. We finally had the opportunity to meet Fatima and Virginia. They are absolutely the best and if you need anything at all, they are the ones who make it happen. I cant say enough about those two ladies. They arranged for us to get a chocolate heart shaped box with a picture of us on the inside top and chocolate covered strawberries inside for our going away surprise. Simple things like that puts Excellence about all the rest. You can and will see Fatima all over the resort asking what she and the resort can do to make it a better experience. That really says a lot about her and the resort. Food was outstanding as usual. We tried everything and all was excellent. It is hard to beat room service when the menu was as big as it is. It gets a little confusing with the Lobster House and Grill operating out of the same area, but the app steers you in the right direction. They are making good progress on the rebuild and it looks like it should be finished soon. No one had a time frame for completion, but when its done it will all be back to normal We stayed on the excellence side in building 8 as we requested. With covid,, the lounge was not as it was in the past. They usually put the snacks out and you help yourself. They had to get the food for you which i understand. The excellent side pool area had Benito and Luis who would set your towels up every morning and take orders for food, drinks and whatever you needed. They work their tails off and it shows. They need to bring Moises and Amable back to the EC side permanently. Together they are a hit with all who know them. The nightly entertainment was good as usual, but Claudia and her trio are over the top She has a voice that is simply amazing. We could listen to her for hours. We plan our trips so that we can see her twice which says a lot about her, Vix and Alex.. Such a talent!!!!!. The only down side is that Claudia only sings for an hour and half. In my opinion, she needs to be there two nights and perform longer.. We met the GM Jose Caro as we left along with Fatima and Virginia. They asked how everything went and if we had any problems etc.. Of course....we had nothing to complain about. We felt safer here than some places in our town.. They take Covid seriously and go to the extreme to make sure you feel safe. In closing...Big shout outs to Fatima, Virginia, Benito, Luis, Moises, Amable and Claudia......

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5