Excellence Riviera Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 19085 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    No refund after four months unacceptable

    Reviewed by DoctorJLo() on Jul 05, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I was very much looking forward to my trip to Excellence Riviera Maya in March, but like many others, was required to cancel due to COVID. The initial cancellation seemed to go very smoothly and the confirmation email stated that I would receive the refund very shortly. However, it is now four months without a refund, despite monthly follow up phone calls and emails from me to Excellence. Each time I am given the same prepared speech, that there is a large volume of cancellations due to COVID ( I fully understand this) and that refunds are entered manually. Each time the email response increases the time frame for a potential refund to the amount of time without refund specified in my own email. I have yet to see the refund from a mid March cancellation and am beginning to wonder if it will ever happen. The canned response is annoying and the lack of refund after four months is beyond the COVID delay expectation. All other refunds related to this trip were accomplished by other operators within two weeks to two months. I am unlikely to be booking with this hotel chain again, which seems sad given the other glowing reviews.

    Solo Recharge

    Reviewed by TexasKenzee(San Antonio, Texas) on Jun 19, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Decided at the last minute to grab a few solo days of R and R, Excellence fit the bill! Everyone says it, but it’s worth noting again, the service here is crazy good. Any request, they will try and make it happen. Absolutely gorgeous sunrises on the beach- delicious breakfast at Lobster House, great room service, fabulous massage and the requisite amount of sunshine :) Rooms are spacious and clean, nice balcony with sea view, even in a non club room. ( I am pretty sure it was building 6 ) Beds- super comfy! As Expedia VIP, free room upgrade and bottle of Champagne with treats in room on arrival - Bringing the hubs back this year, if conditions allow - thanks again for a perfect stay.

    5th time to Mexico, 1st time to Excellence

    Reviewed by jennaham13(Kansas City, Missouri) on Jun 05, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We visited the ERC for our very first time in late December 2019 for 10 days. This was me and my mom’s first time to this specific resort, but not our first time to Mexico/Cancun area. We have stayed in many different resorts in this area, (including Iberostar Cancun, Palladium, Barcelo) and none of them even come close to the ERC. It’s definitely worth the money if you typically stay at more budget friendly resorts like we have in the past. Room: We stayed in a roof top terrace in the Club section with an oceanfront view and our room was awesome. It’s so cool to have the terrace balcony and the dip pool. We didn’t use the pool much as the water was pretty cool some days being that it was December. Not really sure if these pools are supposed to be heated, but ours didn’t seem to be. Although we didn’t really care. The 24-hour room service is awesome. Club Level Review: I will preface this by saying we have not stayed here non club so I can’t compare the two. However, we LOVED the service that we received being club level. We never went thirsty and they were always asking if we needed drinks. We were even able to order food poolside and have the drink servers bring the food to us. The club pool is smaller than the main pool, but in late December it was the only pool heated and that made all the difference. It was so refreshing and comfortable to swim in. We didn’t use many of the amenities of the special club lounge/front desk area but it was nice to have the option and they answered ALL of our questions and requests. It was sometimes tough to get 2 chairs together at the pool if we didn’t get to the pool before noon, but the beach always had chairs available. The pool concierge were awesome, including Ernesto, Francisco, Fernando and Secundino. They came by every day to make sure all of our needs were met and if we had any questions. Food: The ERC has the best food overall that I’ve ever experienced in Mexico. We were able and willing to eat at Agave, Flavor Market, Spice, the Lobster House, and Oregano. We also had the buffet a couple times. Agave was good, not outstanding in our opinion but we still enjoyed our meal, (I think our food was just overcooked). The one thing we love about ERC food in general is that in our experience they are able to accommodate to whatever you might like/how much of it you want to order from the menu. We were slightly confused with the menus at times about whether we order 1 or 2 appetizers/if a dish is a main or a starter and they never batted an eye when we ordered as much of it as we wanted. I think on more than one occasion we ordered 2 or 3 apps. Flavor Market was fine but we only went once. We really loved our meals at Spice, The Lobster House and Oregano. We’re not huge into nightlife and other shows at night. Claudia Trevino is awesome. The other nightly shows were fine. It’s fine entertainment in the evenings after the sun goes down. If anyone has any other questions about this resort I’d be happy to answer them through PM. If you’ve never been here before and you’re on the fence about booking it, I say you should without a doubt go for it. Let me repeat, ITS WORTH THE PRICE!

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-4

    Incredible!

    Reviewed by 728alanahc() on May 20, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I've been dreaming about going back ever since we left! I visited the first week of December with my partner. We stayed in a swim up suite- non club. I requested a suite in building 4 before we arrived as I had done some research on the buildings and wanted something private and quiet- and they delivered! We loved waking up each morning looking at the spa and hearing the peaceful spa music. Restaurants/Food: Breakfast was awesome. The buffet was under renovation when we were there so I'm sure its even better than it was, but it was still great- just a little squishy. We loved having breakfast at Lobster House as it was table service and they had more upscale dishes. We also did room service breakfast once we was great. We would commonly go to the coffee shop as well which was great for fresh juices, pastries, sandwiches and all the coffee drinks you could want. Lunch: We went to Las Olas almost everyday which we regret because we were constantly full and bloated lol the food was good and lots of variety, but it was pub food so nothing special (buffet). The setting is beautiful though, right on the beach. We also went to the Grill once for lunch which was hit and miss. And Lobster House for lunch which was good. Next visit we will probably just stick with breakfast and dinner so we can really make the most of the upscale restaurants. Dinner: We went to all the restaurants besides Agave. ALL the restaurants were great!! And the service at the restaurants was impecable. The "best" restaurants really depend on your taste. Our favourites were Basmati and Spice. We also loved Flavour Market which never seemed to be busy at all! They had amazing charcuterie, chicken skewers, sangria etc. Pools and pool service was great besides the drinks not being strong (see below). The pool staff worked really hard! Some days the service was better than others but I think that just came down to them being understaffed at times. We also moved around the resort so we typically had different servers. Also, sometimes if we said "no" to a round they wouldn't come back for a while which was frustrating if we decided to have a drink or needed a water. The pools were great! I've seen some complaints about the temperature in December but we found it to be perfect! It was hard to find a seat by the swim up bar which kind of sucked because that was where the entertainment and swim up bar was. But, there was always beds and chairs on the beach and in other parts of the resorts. There was not a lot of seaweed on the sand when we went. The sand and water was beautiful to look at. We only went in the water a few times. Really great entertainment day and night! The shows were surprisingly entertaining. Martini bar was the best, the drinks were super tasty and strongest compared to the other bars. Recommendations: -Lobster House: They don't serve Lobster at lunch which is disappointing. More variety in the seafood such as squid, crab etc. -Somewhere for people to drink and party after the entertainment ends (that's not the sports bar) something outside. -Stronger drinks. The drinks were clearly watered down or light pours, which is frustrating when you are ingesting so much sugar and not feeling a buzz from it. The one time we asked for a "double" they said they were already doubles... Plus, I'd prefer not have to ask for a strong drink or a double every time I order a drink. -Beach yoga and pilates! -Pool staff: Check on people who haven't been ordering drinks, they may want to order drinks, water or lunch. -Hot tub open at night or later! Overall, amazing trip, awesome staff and incredible resort! We will tell our friends and be back soon.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Great Trip, Great Property, Great Service

    Reviewed by Phin67(Paramus, New Jersey) on May 17, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My family and I visited Excellence Riviera Cancun between Mar 7th and March 14th of this year and had a wonderful time. The property is very clean, The staff is a hive of activity in keeping the place clean, making sure you are always happy and the property staff is in constant motion whether it's in the restaurants, at the pools, on the beach or during entertainment. The restaurants were very good and plentiful with tons of choices. I was a little worried about no dinner reservations but they pulled it off easily with very little wait time. A special shout out to our fantastic server EDY JIMENEZ CORDOVA! Every time he saw us he knew exactly what we wanted, liked and always took care of us. He even went as far as getting me some salt and vinegar to take back to my room when I developed a sore throat. The staff was very attentive. Don't be afraid to book a garden room. The layout is such where everything is inward and the pool complex is winding so our 4th floor garden overlooked one section of pool. The property is such that if you wanted to find a quiet spot you could certainly do so and if you wanted to stay up late you could find fun with the club and the sports bar. My family and I have done a bit of traveling over the last few years and the only comparable to this Excellence property are the Iberostar Grand properties. We can't wait to vacation at other Excellence properties when we are able to.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5