TripAdvisor Traveler Rating

We recently stayed at this resort as a family of five with three children (ages 6, 8, and 11). Overall, we had an amazing vacation, though there were some frustrations that are worth mentioning for other families considering a stay. The good: The service throughout the resort was excellent. We consistently got great chairs by the pool every day, and service was always quick and friendly, even poolside. The lazy river was absolutely fantastic and a huge hit with our kids, along with the waterslides and the ice cream/gelato stations. There was always activities or fun to be had. Food was tasty and worked well for our family, which isn’t always easy with children. Rio was by far our favourite restaurant, and the buffet always had lots of great options for kids. None of us got sick. While the cave food wasn’t our favourite the atmosphere was incredible! The lobby bar makes the best Chocotini & espresso martinis. We also really enjoyed the live entertainment — it was engaging and fun for all ages (Circus show being a favourite!). The sports bar had excellent wings and became a favourite stop for us. A special shout-out to Jorge from the Vibe Team, who was absolutely incredible. He quickly became a favourite of our family — his energy, friendliness, and engagement really stood out and added so much to our experience. Shout out to Karen at the kids club! While we mostly spent our days at the pool we also did a few by the beach which was raked and the seaweed was not bad at all! The not-so-good: Unfortunately, check-in was incredibly slow. We arrived very late and didn’t get to our room until around 1:30 a.m., which was very challenging with young children. We weren’t provided with a map or any help getting to our room. Once we arrived, our bracelet key cards didn’t work properly, and I struggled to access the room. The water in the room had a strong, unpleasant smell (almost like sewage). We also experienced several maintenance issues: The safe was missing a battery The door jamb was broken, so the door didn’t fully close properly The toilet seat was broken I had to call the front desk several times, and while staff were polite, the door was never fixed properly during our stay. We did bring a generous budget for tipping and found most service staff very deserving. However, some resort services felt extremely overpriced. For example, hair braiding was quoted at nearly $175, which felt unrealistic for a family. We were able to walk down the beach and find much more reasonably priced options. Final thoughts: This resort truly shines when it comes to service, pools, kids’ activities, food options, and entertainment. However, the slow check-in process and unresolved room maintenance issues impacted our first impression and overall comfort. With improvements in those areas, this could easily be an outstanding family destination.

The team at the diamond club pool are the absolute best! Team DC!!! Woohoo! They took amazing care of us all week! Great energy and very fun, happy and playful bunch of servers. They even did a very special birthday surprise for our birthday man! We are going to miss them! Gracias Amigos!!!!

We were at this location in January overall it was a very good experience. We purchased diamond club with Butler service with our stay and Hugo and Liz were excellent butlers. when we first arrived, my husband spoke with Hugo about needing ethernet capacity on Sunday to do a live podcast that he’s usually scheduled to do on Sundays. Hugo was on it and worked with IT and was able to make it happen. One thing with the stay, the Wi-Fi and IT was amazing. Also, we were on our honeymoon and Hugo had balloons And a bucket of champagne and a banner on our door and decorated our bed with rose petals it was such a thoughtful gesture. with diamond club you also get Butler service on the beach and Ignacio was amazing. He was very attentive and thoughtful and took care of most of our needs on the beach. The best part of diamond club in our opinion was we had oceanfront and our room was absolutely amazing. Oceanfront is extremely important to my husband and I and it was exactly what we hoped for. The food was good for the most part. Our favourite restaurants was hunters and the hibachi is also very good. We did not like the Italian restaurant at all and we did enjoy we did Ma Maison the French restaurant as well our waiter gave us a fancy dessert and did a whole presentation at the table, which was really cool. The buffet is also pretty good. Lots of selection good food Hot really no complaints on the food. The biggest complaints we have is room service the room service food options were minimal and not very good. It didn’t have the basics like chicken wings or french fries if you’re looking for anything like that. One thing to keep in mind if you are a couple is this is a family resort with waterslides, etc. there are a lot of kids here we knew that going in so this is not a complaint. It’s just information for you to know before going in if that’s an issue for you. One thing I might suggest for this resort would be to consider a diamond club adults only section for those that might want to not have kids everywhere. There is an adults only restaurant Ma Maison, where children, 13 or older could attend. The only other complaint I would have is when you first arrive someone introduces themselves as your concierge. They are timeshare commission sales people beware of that. they were pushy with us for the first couple of days, but then left us alone for the rest of our trip when we made it very clear we were not interested. also, it’s a very large resort so you’ll be doing a lot of walking. The only other complaint we would have is that even though we paid for diamond club service we needed to pay for Bally beds $170 US one day for one day in my opinion when you have diamond club that is a little high priced

We’ve been to Cancun many times and stayed at different resorts we loved. The Royalton Splash was beautiful, well maintained with excellent service! We were assigned 2 butler's, Enrique & Ivan both went above and beyond to assist with anything we needed! Excellent experience!

We spent 3 hours total at check-in. I originally had us arriving on the 15th, but decided to come in a day earlier and they didn’t have my original room booked available. I booked an upgraded room for the one night but was assured that with my titanium status we would get the room enhancement anyway and if we liked the room we had on the first night, we could stay in it. I came down the next morning to confirm we would stay in the room (we fully unpacked) and were told we could not. I was told the rest of the check-in process would be smooth and seamless and instead was met with attitude and unhelpfulness. Not to mention that it goes a long way to thank someone for their status with Marriott and that was never done. We waited an hour for extra sheets to go on the pull-out bed (at midnight for our two very tired kids), was promised they would send out a manager to the front desk (never did) and for some reason French fries, bacon, and ketchup are a premium here. I don’t think this is Marriott brand worthy and with so many good places to stay in Mexico, I wouldn’t waste time here.