Excellence Riviera Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 19362 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Waiting for the hold they put on my credit card to be refunded

    Reviewed by blschwartz(Texas) on Nov 22, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    The main reason I am giving this hotel 4 stars instead of 5 is because they have not refunded the money that was put on my credit card as a "hold." When we checked in, they stated that they were putting $600 on the card as a hold. However, that amount was actually charged to the card and never refunded. I did have a spa service; but it was about $200. So, essentially, $400 should have been released and not charged. I have tried contacting the hotel several times and have not been able to get in touch with anyone. I have had to submit a dispute with the credit card company to try to get this resolved. My other comment is that the staff is only wearing half face shields and no face masks. I did not feel safe getting close to any of the staff (especially in the restaurants) because of this. For the safety of the staff and the guests, the staff should be wearing face masks. (As a FYI - we have been to two other resorts recently where the staff were wearing face masks.) My husband and I were there for 5 days at the beginning of November. We stayed in an Excellence Club ocean view swim out. We were put in BLDG 7. If you love the sun, then this swim out is for you. There is no shade at any point during the day. And, do not expect any privacy if you are at the end closest to the beach. The pool bar is right across from the rooms and everyone can see into the room if the curtains are not closed. Also, the room is located next to a storage closet. So, you will hear the staff early in the morning. Overall, we enjoyed the food, the service, and the entertainment. But, I can't give 5 stars for the reasons mentioned above.

    Individual ratings:

    Service

    Service-5

    Value

    Value-4

    BEST Service and BEAUTIFUL Resort

    Reviewed by cxanthoudakis91() on Nov 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    The entire staff was absolutely amazing, professional, and accommodating. We were greeted with smiles everywhere we went from the moment we arrived to the moment we left. We especially enjoyed spending our days at the swim up pool bar with Juan as our bartender and new friend! He was able to interact with everyone, while remaining very professional and extremely hardworking! We miss Juan already! Jorge is also another very hard working employee who spent everyday greeting guests by the pool side near Sol with a friendly smile and GREAT service! He made sure everyone had whatever they needed. Christian and Gonzalo did an amazing job entertaining everyone during the day activities on the beach and by the pool. They both made everyone laugh and truly enjoy themselves. The resort itself was BEAUTIFUL. The pools, restaurants, cabanas, beach, spa and rooms truly exceeded our expectations - it was all PERFECT! Hibachi was our favorite. Overall, it was the best vacation we have been on and we have the entire staff to thank for that!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Excellents Rivera Cancun

    Reviewed by Bob S() on Nov 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I just returned from our 5th trip to this resort and can tell everyone that it is a very safe place to go during COVID-19. Their staff has gone above and beyond what one could expect to make your stay safe. Fatima, Salomon are the best Fernando Felipe Jonathan and Benito take cre of you at the pool Gabriel and Rosa take care of you in the club Julio Luis Memo Cristian Gonzalo and Leydi take care of all the activities Luis Adrian Viridiana and Daniel at Chez take great care while you dine and Ricardo the bellman is excellent. Thank you all for taking great care of us and we can’t wait to see all of you next year.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Another Excellent Experience

    Reviewed by wowdaveiscool() on Nov 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I just returned from 7 nights at the Excellence Riviera Cancun. In the last couple of years, we’ve enjoyed Excellence resorts in Playa Mujeres and at El Carmen in the Dominican Republic. We were hoping for a similar level of quality and we were not disappointed. Excellence Riviera Cancun is awesome. Here are some notes that may prove helpful if you are planning your next trip. THE ROOM - We stayed in Building 8, Excellence Club, beach front. Our room included indoor and outdoor jetted tubs, huge rainfall shower, comfy bed, and was spacious and clean. The suite was spotless, free from wear and imperfections, and did not require updates. Lots of marble. It was quiet – the room served as its own retreat within the retreat – we didn’t hear anyone in the hallways, from the neighboring rooms, or outside at the pools. THE EXCELLENCE CLUB – Good people make all the difference and the club staff are some of the best we’ve found in our travels. Rosy was there with a big smile and an espresso every morning; Victoria was most helpful answering questions – I suspect she will surely be promoted within the company, she appears to have much potential. The same is true for Gabi! She is also a true professional. This team would be one of the good reasons to return to the resort. Rosy was my favorite ?. The Club location was very convenient, located in building 8. We noticed that this resort doesn’t have a private Excellence Club restaurant – that was especially nice to have at El Carmen. THE FOOD – Dining sets Excellence Resorts apart from most of the other all-inclusive options. The quality, the presentation, and the service are all wonderful. Basmati is awesome at all 3 properties. Duck foie gras, escargot in phyllo, and beef tenderloin at Chez Isabelle are always great choices. In our opinion this Chez Isabelle is better than the Chez at El Carmen and even better than the amazing Chez at Playa Mujeres. Adrian and Luis are outstanding! My only suggestion would be regarding the Mexican food – what’s up with the Americanized and mediocre Mexican dishes? This was also true at EPM and at EEC. The Kitchen Table was clean, fresh, and diverse. The lobster was perfect at the Grill on Lobster House nights. Also, regarding the restaurants, Excellence has some dress code standards and they are much appreciated. If you are looking for a casual resort where you can wear your swimsuit to lunch or wear shorts and t-shirts to dinner, get over it. Just man up, put on some long pants, and take a shower before dinner. Or just go to the Hard Rock in the Hotel Zone and leave the adults alone at Excellence. I’m encouraging the Excellence brand to hold firm on their high standards. THE BEACH AND THE SEA – This was the only downside, but not the resort’s fault in any way. The sargassum (seaweed) was bad, piled up across the beach every morning. Crews worked hard to rake it up, but it still made the sea barely swimmable. Fortunately, the pools were spotless and were not crowded. And the staff at the Excellence Club beach were very good, including Fidel and Benito. The ocean conditions could be the one thing that would make me think twice about returning but it’s a tradeoff. We’ve stayed on amazing swimmable beaches but in subpar resorts, and I’d pick this Excellence property any day when compared to more mediocre options. THE PROPERTY – It’s important to note the level of quality regarding the landscaping and property management. Meticulously maintained gardens, pools, beach beds, and buildings make other “5-star” resorts pale in comparison. Whoever is in charge of landscaping and housekeeping is the unsung hero of this Excellence property. El Carmen may have the visual architectural design advantages but ERC really takes good care of what they’ve got. CONCLUSION – If you are thinking about going to this property, just do it.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Love this resort and its staff

    Reviewed by sasinawe() on Nov 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This is our second stay at ERC. I love this resort. All the staff here is beyond amazing. They go above and beyond for their guests. Some things are different because of COVID, but it’s such a fun trip. The resort is at a 30/40% capacity. They have plexiglass in front of the food at the buffet and the staff hands you the food. The staff is what makes this trip unforgettable. Gonzalo from the entertainment team is amazing!! We had such a blast with him doing the piña loca, aqua fun, music/movie trivia, and black jack. He’s so funny and definitely kept everyone entertained. The staff here is like family. We can’t wait to come back.