Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21118 reviews

• 

  Fixer upper

  First the good: The service was generally good, the food decent. The beach was beautiful, the pools clear. Weather was amazing and the lawns well manicured. The building itself was good if only it was better maintained. Now the bad: This place needs to be better maintained and upgraded. The couch/sofabed was full of stains and sunk so low that you couldn't sit in it. The bathroom had mold. The air circulation was horrible - it was beautiful dry weather outside but unbearably humid inside the room. They tried to repaint the room and you can see paint drips everywhere. The doors don't close properly. The rooftop hot tub and bathroom jacuzzi didn't work well. The staircases were disgusting, dirty with room service plates stacked against the wall. The worse part, my daughter got stuck in the elevator. The SMELL, WTF is with the SMELL? Seems like sewage smell would come blowing into the rooms regularly. Diamond club wasn't worth it at all. Booking restaurants for 6 is fine, for 7 and they charge extra per person. Access is very limited. Our butlers were good, my sister's family weren't so lucky. We paid a premium and felt like it was a budget trip. NOT RECOMMENDED.

  Dec 25, 2024
• 

  2 Star resort being pushed as a 5 star. Don’t waste your money here.

  First off let me say that I go to Mexico twice a year and I have never been to a resort so bad as this one. Diamonds club checkin was a disaster with untrained staff. Room smelled like raw sewage and hallway were spayed with perfume to mask the smell. Rooms are run down and bedding is stained and ratty. Food was raw when served and unsanitary conditions with washing cup at the bars. Shortages of everything from spoons to stir sticks, salt and pepper shakers. Staff are mostly miserable and lie to you about everything. Tell you to come back in 15 minutes. Beach towels are bleach stained and need to be replaced. This resort is one of the worse resorts for trying to sell you stuff. Never seen when they put kiosks throughout the resort to sell you massages and excursions. Food at the buffet and room service was all cold. Only way to get hot food is special order at the buffet. Diamond club butler are useless. Asked them to book a couple specialty restaurants and they said they were booked all week. I went on their app and reserved them myself no problem, Internet was down a lot and they actually deleted a bunch of rooms because of a IT issue. We had to spend vacation time getting it fixed because everything is done through the internet there. Location of this resort is in the middle of the swamp and taxis are expensive if you wish to leave. Bed bugs were bad at this resort. Saw numerous mattresses being removed from rooms. Spoke to people that had bites all over their bodies. This place is not a 5 star resort, more like a 2 star. I would not waste your well earned money on this place and would recommend the Dreams Cancun. Much better resorts and the food their was amazing.

  Dec 24, 2024
• 

  Do not recommend

  Was there for a wedding but would not go there in future. Bad food, most of the time the service is bad, the location is great but smells real bad ( sewer smell + cleaning products smell ) Room service and housekeeping had to be reminded several times most of the time . Would not recommend

  Dec 24, 2024
• 

  Worst Hotel to stay for Diamond Club

  Bought a 4 days diamond club package which is promising the butler service and “Top shelf Liquor” My butler Joselyn was excellent but Mayo was no help. No remote, The top shelf Liquor was Grey Goose, 50% of time they didn’t have it. No scotch or g

  Dec 23, 2024
• 

  Worse service ever!!!Go somewhere else..save your money

  Please save your money and book somewhere else!! We come to Mexico very often and always in all inclusive resorts. We chose Royalton this time which is a big mistake..service can not be worse than this. It's our 3rd day here asking for water bottles since yesterday afternoon in the room, but didn't come till today called help desk atleast 5 times and every time they said it's coming. You can not get water bottles at any bar area too. Next issue all the pool area run out of towels very often. Servers will not listen to you at all..not in pool area not at main eating area. You call them they look at you and walk away, that's insulting. I have never seen this low level of service anywhere!!

  Dec 22, 2024