Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21573 reviews

• 

  Less then "Enjoyable" experience

  Our 4th trip to the Royalton Riviera Cancun….this time as a group of 10 mature adults.....5 Couples. Royalton promises many things when you travel as a group….privileges, dinner reservations……none are true. We arrived to find that none of our five couples were in the same building in the Hideaway section. Only two rooms faced the pool, the other three faced the marsh lands. After discussing our concerns with the Hideaway staff, Gabby & Edson , we were guaranteed reservations at the alacarte restaurants for our entire group of 10 each night….only after we were told that one couple from our group had to attend a time share presentation for approx.. 2 hours. Each night we went to the restaurant that we were told we had a reservation to find, WE DID NOT ON 4 NIGHTS. Our group felt embarrassed and disappointed. After more discussions with Gabby & Edson, supposedly there was a “miscommunication” somewhere in the reservation process. This happened numerous times and we finally gave up wasting our time. The main buffet entrance to “Marche” has a putrid sewer smell every time we went there to eat. The rooms were decent but service each day was challenging as we had to call for service even though we left the “Service” placard on the door each day at 9AM. The Royalton experience lacked so much. Our group felt that once you have paid for your booking, all promises fall apart. Even when they make promises at the resort, there is always a “miscommunication” and things do not happen. We have been to over 15 all inclusive resorts and the Royalton does have positive aspects….the alacarte meals are good….if you can get in, the buffet has a large selection, rooms are good. Zen restaurant (Teppanyaki) the manager was extremely rude and would not allow anyone to order off the menu and forced us to take a predetermined menu for family style dinner……the entire meal was disappointing and was cold….for other than the sushi, cold food was not appreciated. The cons was the push to attend time share presentations, drinks that do not taste like they actually have alcohol, promises with no follow through. Unfortunately, the Royalton has been a resort we have recommended to many, but after this experience, we are done with Royalton. Large mature groups like we have, will not spend our cash/time at resorts that misrepresent what they offer, promise many things and deliver none. Unacceptable customer service at the Royalton Riviera Cancun. Royalton Management……FIX THE SEWER ODOUR issues in specific areas of the resort, especially in the entrance of the Marche buffet…..horrible!!!!

  Mar 27, 2025
• 

  Amazing service

  Everything was amazing , all the drinks were delicious, thank you to, JULIO, Fransisco, Sergio, Luis, the whole staff, the martini bar, food was great, service amazing, will be coming back, love these guys and i can not wait to be back here!!

  Mar 26, 2025
• 

  A five star experience in Mexico.

  The resort was fantastic comfortable beds, spacious rooms great TV programming. All of the staff was phenomenal very polite and great to deal with very accommodating. The entire experience was grand to say the least will be back next year and bring some more friends and family with us. Special thanks to Rodrigo, Hilda and Mauricio who all went out of their way to make sure our stay was phenomenal. Highly recommended. If you hear other people bitching about the little things don’t listen. It’s a great experience. Go there with an open mind and enjoy your time.

  Mar 26, 2025
• 

  Not 5 star and not for us!

  We’ve just returned from a 2 week stay and I have to say within 2 days we knew we’d made a mistake. But let’s start with the positives. On the whole the food was good and whilst we had a few meals that weren’t good, 95% of the time we were happy. We had opted for the two upgrades - the Hideaway which is an adults only area and the Diamond Club which comes with a few benefits. One of these was a so called butler service; essentially it was a named person who we could contact via WhatsApp if we had a problem and who checked in with us everyday. This was great on the odd occasion when the minibar wasn’t restocked or we didn’t have towels. The other really positive thing was that on the app you were allowed to book a table for your evening meal up to 48 hours in advance. So no waiting around for tables, etc which was great. Now the negatives. We did not sit by the pool in the Hideaway area as it was overrun with young people aged say 18-25, who wanted to party all day. This included regular foam parties and a DJ playing loud music. So we opted to sit by the Diamond Club pool. It’s fair to say if you wanted a sun lounger in a particular spot you needed to be there by 7am. Also fair to say that you’re packed in like sardines, with little room for yourself. There was no enforcement of the pool rules either; on a number of occasions individuals brought their own speakers to the pool and played their own music. This is against the rules but nobody did anything and so the rest of us had to endure the insipid music the hotel pumps out of the speakers all day, whilst also listening to music played by inconsiderate guests. Other negatives. The menus found on the app weren’t always the same as the menu in the restaurant; and just because it was on the restaurant menu doesn’t mean it’ll be on the plate. Often things listed as ingredients just weren’t there. At the Diamond Club pool there is a bar in the water, so accessible via the pool. The other so called bar, is not set up as a bar. So there’s no draught lager for example; things like lager, 7up, and Pepsi come in cans. There were also quite a few occasions when the ‘bar’ didn’t even have any water - cold or otherwise. The Royalton is a massive hotel with 4 separate areas and it’s just not the place to go if you want peace and quiet. It was loud and busy and just not my cup of tea.

  Mar 26, 2025
• 

  Check out the Beach Bar

  Saul was amazing at the beach and bar so attentive and made our beach time incredible. He’s funny, entertaining and made great drinks. We had an interesting experience with some wildlife at the beach during our stay but it he staff was great and shared all the details. Love this beach!

  Mar 26, 2025