Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21456 reviews

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  Overall positive experience at Diamond Club

  Upon check-in, the manager Ramon was very helpful in getting us the room we had requested , but not originally given. We ended up with what we expected and more. Our room had an amazing ocean front view with a nice balcony and was immaculately clean and well stocked with drinks, wine, water and soda. I would say the best feature of this resort is the staff. Our butlers, Jesus Torres and Sarah were incredibly attentive and added so much to our experience. There were also two waiters that went above and beyond during our stay - Salvador at the Carribean and Pedro at Agave restaurants. Some constructive criticism to management: 1) The walkways need some renovating as there are cracks, uneven surfaces and holes in the pavement around the property. We saw several people take some nasty falls. 2) The staff, while great, seemed to be overwhelmed. I do believe the hotel was booked to near capacity, so maybe plan for that with more staffing. 3) When someone books a room that includes airport transfers with Nexus, make it clear that it’s a shuttle that makes several stops at other hotels, not private (like it used to be). I would also encourage the Nexus representatives on your property to be better in providing assistance when trying to confirm transportation even if the person isn’t purchasing an excursion. They say their app is a workable solution, but that is not true. We ended up paying for our transportation to and from the airport ourselves and was left wishing I hadn’t wasted my time on vacation dealing with a runaround by the Nexus staff.

  Mar 02, 2025
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  Very good family holiday

  Great ten day stay getting 4 stars from us. Nearly 5! Loads of positives, great staff, good food, drinks and pools! Many of the staff are hard working and very friendly if engaged in a conversation. Wonderful beach and good entertainment. A few things to improve to get full 5 stars. More sun beds or monitoring of sunbeds, some more bar staff to reduce queues, check in and guest services is really slow and at times is difficult to get simple things done like laundry, remove new rule from last night limiting drinks to two per person (difficult for a family of 5!) Spa treatments and gift shop are overly expensive and not used.

  Mar 01, 2025
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  Amazing Vacation Spot

  We just arrived home from this resort. I will definitely be returning in the near future. The resort was clean, our room was beautiful. The food was amazing. We stayed in the Diamond Club and our Butler's name was Oscar…hands down the best service we have ever experienced.

  Feb 28, 2025
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  Royalton Riviera after four years.

  This was our first trip to the Royalton Riviera Cancun since 2021. This had been our favorite resort in Cancun, so we were eager to return. Here is what we found: Bad This is now a Marriott property - not that in itself makes it bad, but there seems to be a different crowd now. Many more families with young children. It seemed like there was a baby crying somewhere all the time - particularly in the restaurants. The drinks are now Pepsi instead of Coke - definitely in the Bad category. Nice amenities in the room (Shampoo, Conditioner, etc.) are now mounted in a big bottle in the shower - not a big deal, but just seems to be cheap. Check-in was awful! Our wait was over an hour and I learned from others in line that they had been waiting even longer. We were queued in the Diamond check-in, so I don't know how bad it would have been otherwise. There are long lines for coffee, breakfast buffet, check-in for restaurants - this is unacceptable for a premium resort. Good The facility has been maintained beautifully - the room is kept clean and the grounds are spectacular. The pool areas are in better shape now than back in 2021. The gym has been upgraded. It was already very nice, but they have upgraded the machines and treadmills. The tennis courts have been refreshed and they have added several pickle ball courts. The food in the restaurants is good and the servers were very helpful. Overall We enjoyed the trip, but decided that if we were to ever come back that it would be only at the Hideaway (adults only).

  Feb 28, 2025
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  Great resort - needs a bit of work to make it a wonderful experience.

  Great resort! Clean, great atmosphere. For the most part, extremely friendly staff. Great bar tenders. The buffet was great with lots of options. My favorite section was the Mexican cuisine. The check in was fast, as this being my first time. During the check in area, it would definitely help if they tell you what can or can’t you do with the all inclusive package. What comes with it and stuff. Same experience as other people, we get directed to an app to get familiar. I was there for 4 days so I had plenty of time to figure things up on my own. Pools weren’t clean early in the morning, dirt, thrash and empty cups laying around. Shower had a smell when the water was draining. Mini bar was not replenished. I was able to make reservations for 4 restaurants and the food and service were amazing. I also had a chance to visit the spa and it was a life changing experience.

  Feb 28, 2025