Royalton Splash Riviera Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

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

2837 TripAdvisor reviews

TripAdvisor users rated this property 2 out of 5

Disappointing Experience at ROYALTON SPLASH RIVIERA CANCUN

Emma L on Jun 22, 2024

I found the service, cleanliness and food quality to be below par. First room given to my family was not clean and mini fridge had items opened from the previous guest. I appreciate Alejandro's from guest services assistance in resolving the dirty room issue. Pizza Parlor Experience: During a visit to the pizza parlor, I was disappointed to find out that they had run out of pepperoni at 1 pm, despite operating until 6 pm. The staff initially refused to restock the pepperoni until I requested to speak to the manager. Only then did the manager address the issue and replenish the pepperoni supply. Additionally, the soda machine at the pizza parlor has been malfunctioning all week, dispensing watery Pepsi without any ice. This happened 2 days while staying at this resort. Thank you Oleegg from guest services for helping me the second this occurred. Lastly overall I observed that there is a need for additional staff at all the restaurants on the premises. Many of the staff members appeared unfriendly, tired, and overworked. It was also concerning that some staff members claimed not to speak English and made minimal effort to assist guests. Improving the staffing levels and ensuring that employees are proficient in English could greatly enhance the guest experience.

TripAdvisor users rated this property 5 out of 5

Family Trip!

xeixc on Jun 22, 2024

Great hotel, plenty of good entertainment for all ages. I really enjoy playing chess with the guidance of one of the team members in the afternoons. In the mornings, Bryan always received me with a big smile at the coffee shop and took my daily order (GREAT Caffe Latte). The only issue of the caps of the coffee was a waste because it did not fit the cup. The staff at the different restaurants and bars were very attentive. I would like to recognize Jesus (bartender bar lobby 3rd floor),Carlos (coordinating tours and transportation), and Katherine R. and Luis M. our butlers, always very attentive to us to ensure that we receive good service and coordinate daily activities. Best customer service. Cons: Continue working with mantainance, wet floors in main areas due to rain most of the time and wet towels in hallways, and leaking roofs in some areas of the hotel. Major ceiling collapses in the main area of the entry at the restaurant buffet, and my room was flooded one day, but the team immediately came to the room and fixed the situation. Overall, it was a great experience, I really enjoy it when I feel welcome and treat you well where I go. The customer service was great, and I will come back.

TripAdvisor users rated this property 5 out of 5

Love this place

Davie L on Jun 21, 2024

Visited the resort between 1st and 15th June 2024.. Wide and I absolutely loved the resort so much so that already booked to return next year. This was the 3rd Royalton resort we have visited and 5the different resort in Riviera Maya and our favourite one so far. Ala Carte restaurants were great and booking through the website/app was a major improvement to previous years. (Assume this is getting rolled out across all resorts) Staff are so hard working and friendly and a credit to Royalton but have to give special mention to Enoc, the bar tender in the Sports Bar and Gabriella, the waitress at The Martini Bar. They went over and above on a regular basis. We just had to walk into either bar and they both remembered us and our drinks and would get on it as soon as they could. Can’t wait to return next year.

TripAdvisor users rated this property 5 out of 5

Except class

Max D on Jun 21, 2024

Very good with Jodie and great vibes the good food great place Mexico is nice too everybody is great with good place to chill and have a great holiday I’m here for a week making the most of it will be back to try more classes and do more fitness thankyou very much

TripAdvisor users rated this property 5 out of 5

Restaurants Rio - Royalton splash Cancun

Elaine L on Jun 20, 2024

We were diamond club members at the hotel. The food and service in the restaurant Rio has been exceptional. We would like in particular to highlight the care of somelier Lorena Poot who put her many years of training into practice into offering expert advice. Ismael Torres Perez offered superior service on the various occasions when we visited Rio - always with genuine smile and made the kids laugh too! Thank you to the team at Rio!

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