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Reviews of Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino

4.5 out of 5
Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino
Carr Federal 307 Tulum-Cancun Km 332.15, SM31 MZ03, Puerto Morelos, QROO

Reviews

7.4

Good

Rating 10 - Excellent. 727 out of 1846 reviews" "
Rating 8 - Good. 409 out of 1846 reviews" "
Rating 6 - Okay. 275 out of 1846 reviews" "
Rating 4 - Poor. 198 out of 1846 reviews" "
Rating 2 - Terrible. 237 out of 1846 reviews" "

7.8/10

Cleanliness

8.0/10

Staff & service

8.0/10

Amenities

7.4/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

6/10 Okay

Roman

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
At 2am … it was loud, and scary
Stayed 4 nights in May 2024

6/10 Okay

Christopher

Liked: Staff & service
Stayed 5 nights in May 2024
Response from Expedia Ambassadors on May 10, 2024
Dear Christopher family,Thank you very much for taking the time to share with us your review about your stay at Hideaway Riviera Cancún. It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs. We are very sorry for the inconvenience, we will check with the corresponding department to investigate and verify what happened.Best regards,

4/10 Poor

Lindsey

Disliked: Cleanliness
Stayed 4 nights in May 2024

6/10 Okay

Ryan Patrick

Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Staff was great the resort in general was beautiful but my room was dirty, lights didn’t work. After I complained they had my room promptly cleaned.
Stayed 3 nights in Apr 2024
Response from Expedia Ambassadors on May 8, 2024
Dear Ryan Thank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

6/10 Okay

Jewel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on May 9, 2024
Dear Jewel Thank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

10/10 Excellent

Gabrielle Jeannette

Traveled with group, Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very big but very nice. Rooms are spacious and clean. Lots of pool areas. Seaweedy beach, but they try to stay on top of it. Overall would come again.
Stayed 4 nights in May 2024
Response from Expedia Ambassadors on May 8, 2024
Dear Gabrielle We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

6/10 Okay

Felix, New York

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on May 8, 2024
Dear Felix Thank you for sharing your experience.We hope to have the opportunity to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Christopher

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The buffet was surprisingly very good, the staff was always friendly and helpful, the drinks were great, the views and room were nice, the only issue is the restaurants we tried were a bit underwhelming, not terrible just meh, we’ll go back but just stick to the buffet. Scheduled the pick up and drop off shuttle through mts on Expedia, it made life super easy. Just say no gracias to the person trying to get you to go a timeshare “diamond club” presentation at the resort when you arrive. It’s typical at all these properties for them to do this but it wasn’t really pressured, just say your unemployed and broke and they’ll leave you alone.
Stayed 3 nights in May 2024
Response from General Manager on May 6, 2024
Dear ChristopherThank you for sharing your experience. Your feedback will allow us to improve. We hope to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Victoria, Aurora

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Expedia Ambassadors on May 8, 2024
Dear Victoria We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

10/10 Excellent

Marion

Liked: Cleanliness
Needs improvement on a/c
Stayed 7 nights in Mar 2024
Response from General Manager on May 6, 2024
Dear Marion Thank you for sharing your comments, we will work on improving the areas you mentioned. We hope to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa

8/10 Good

SUKHVEER

Liked: Cleanliness, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from General Manager on May 6, 2024
Dear SUKHVEERThank you for sharing your experience.We hope to have the opportunity to welcome you again at Royalton Riviera Cancun All-Inclusive Resort & Spa.

8/10 Good

Nilesh Narottambhai

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Property is very nice but room service is worst.
Stayed 4 nights in Apr 2024
Response from Guest Services Management on May 3, 2024
Dear NileshWe are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

2/10 Terrible

Joseph

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Guest Services Management on May 3, 2024
Dear Joseph.Thank you for your visit, it is hard to know that your vacations were not the best experience. We strive to make every guest feel special and hope you give us the opportunity to welcome you back on your next visit to Royalton Riviera Cancun in order to make your stay a more memorable one.Kind regards

2/10 Terrible

Steven

Liked: Staff & service
Disliked: Cleanliness
Got a bed bug infestation from the resort and needed medical treatment
Stayed 6 nights in Apr 2024
Response from ROYALTON RIVIERA CANCUN on May 3, 2024
Can you send us more information about your recent stay? Any contact email address please? thank you.

10/10 Excellent

David, Thousand Oaks

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed at Royalton riviera. Place had lots of options for dinner. We were there 5 days. Made it to all the different restaurants and loved all. Went into Cancun down town to shop. Highly recommend. Did the Chichén Itzá tour. Long day but worth it. Very cool to see. Everyone in the resort is very friendly and welcoming. All inclusive is the way to go. Will definitely be back.
Stayed 5 nights in Apr 2024
Response from Guest Services Management on Apr 30, 2024
Dear David.Thank you for letting us know about your recent visit! We are very delighted to hear you had a wonderful stay at Royalton Riviera Cancun and couldn't be happier to learn our team made sure you had a top-notch experience. We look forward to welcoming you shortly. Luxury Regards

2/10 Terrible

Dominic

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
We paid for diamond club service and was totally neglected all week.
Stayed 7 nights in Apr 2024
Response from Guest Services Management on May 3, 2024
Dear DominicIt is not easy to know that your experience with us was not entirely satisfactory due to the points mentioned. The level of service you mention is not what we aspire.As a learning opportunity, we will continue working to ensure consistency in the quality of our services and care. We appreciate your honesty and hope that you can soon give us another opportunity to exceed your expectations.Kind regards

4/10 Poor

Patricia

Traveled with group, Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The Diamond Club is NOT worth the money. There was never any premium spirits even in the Diamond Club lounge. We NEVER saw our butler which we only wanted to make dinner reservations. The butler finally made one reservation for us and told us the wrong time. We were asked how our stay was during our visit and explained issues we were having. Nothing was done. If we hadn’t paid for the Diamond Club it wouldn’t have been an issue but when you pay for an upgrade and don’t get it is is literally fraud. Don’t eat at the sports bar or Azure. Both restaurants the food is cold. However they you the plates are hot so be careful??? We have never stayed at a Royalton and likely won’t again.
Stayed 9 nights in Apr 2024
Response from General Manager on May 6, 2024
Dear PatriciaThank you for taking the time to let us know about your experience while staying with us. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

10/10 Excellent

Samuel Paul

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Wish the beach was cleaner
Stayed 7 nights in Apr 2024
Response from Guest Services Management on Apr 30, 2024
Dear Samuel. Thank you for vacationing with us. It is hard to know that your vacations were not the best experience due to the seaweed season, nonetheless, we are sure you made the best out of your time with us. We hope you will soon allow us to host your next luxury vacation at Royalton Riviera Cancun.

6/10 Okay

Cristal

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
It stinks really bad like if you are next to a toilet full of defecate the smell was horrible the staff are not too friendly if your not tipping the staff they not serving you or they have an attitude and in all inclusive resort I would expect for everything to be included… the price at the gift shop are insane if you’re booking a vacation here make sure you come ready
Stayed 5 nights in Apr 2024
Response from General Manager on May 6, 2024
Dear Cristal, Thank you for sharing your experience. Your feedback is invaluable as it allows us to improve. I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

6/10 Okay

Inoemely

Traveled with partner
Disliked: Cleanliness
Resort was okay. We ask for a room with a king bed and we were given a room with two queen beds. The staff at the front desk did not want to accommodate us. There was another couple complaining about the same thing and there were accommodated. The lady at the front desk was trying to promote the new hotel side. Also, the had a lot of items that were not included in the all inclusive resort. They were selling coconut water for $8 dollars. Nexus transport that work with the resort was not a good service. We were left without any notice and the company did not want to help us find another transfer to the airport. The man in charge Wilfrio was very rude and told us that it was our fault, that we should had call the shuttle to know the time of pick up because they don't let you know what time they will be there. Ee had to pay another $65 dollars for a taxi to the airport. We will not be coming back to this resort.
Stayed 3 nights in Apr 2024
Response from Guest Services Management on May 3, 2024
Dear Inoemely,t is not easy to know that your experience with us was not entirely satisfactory due to the points mentioned. We strive to meet all our guests' expectations. Bed type cannot be guaranteed as this is subject to availability during the time of your stay. Nonetheless, we are sorry that this was your perception. As a learning opportunity, we will continue working to ensure consistency in the quality of our services and care. We appreciate your honesty and hope that you can soon give us another opportunity to exceed your expectations.Kind regards

2/10 Terrible

Latoya

Traveled with partner
Disliked: Cleanliness, staff & service
Huge disappointment. Rooms are dated and need renovation. Housekeeping is lacking, most days had to ask for hand towels as they didn’t replenish. The mirrors are peeling, tiles missing on the floor and showerhead corroded. They never replenished the water in the mini fridge even after calling and asking twice. There were no chairs in the room only a dirty couch. Every time you turn around someone is trying to sell you something. Checkout was the worst. The supposed manager Connie came to work sick, I could smell the cough drop in her mouth, and with no voice and caught a nasty attitude because I was asking questions. Then her credit card machine wasn’t working and wanted me to get back in line for another agent to help after already waiting 20 minutes. I told her it wasn’t my fault she came to work sick or that her machine wasn’t working at the busiest check out time of the day. She stopped talking and refused to help me further. Will not revisit a Royalton property and tell all my nurses who love to travel to stay clear of Royalton properties.
Stayed 5 nights in Apr 2024
Response from General Manager on May 6, 2024
Dear Latoya,Thank you for taking the time to let us know about your experience while staying with us. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were friendly, helpful, accommodating. I had my favorite bartenders, Luis, Alejandro and Michael!!! The was food was amazing, from room service, buffet, food truck to the à la carte restaurants. The Indian cuisine was phenomenal and the steakhouse was really good as well. I wish I was there longer to try more. The à la carte was first come first serve where I thought would be a long waiting periods but we waited no more than 10 mins. Pool activities were fun. The resort was clean and well organized. I had a very nice relaxing visit and would definitely do it again and again!
Stayed 3 nights in Apr 2024
Response from Guest Services Management on Apr 29, 2024
Dear MelissaThank you for your kind feedback! We're delighted to hear you had a pleasant stay. Our team takes pride in delivering exceptional service to ensure our guests' comfort. Your positive comments motivate us to continue striving for excellence. We look forward to welcoming you back soon to Royalton Riviera Cancun!Luxury Regards

6/10 Okay

Albina

Disliked: Property conditions & facilities
My 4 time there and very surprised about conditions and service this resort now. Room smells bad, food very average, Towels in the room, not that white like used to really ready to change, A lot of roast, but the most upset thing it’s service.
Stayed 8 nights in Apr 2024
Response from Guest Services Management on May 3, 2024
Dear AlbinaThank you for your preference and above all for your feedback, it will be taken into account as they are our main improvement tool, your comments will be shared with the concerned departments. I hope to give us the opportunity to host you again and allow us to make you live a great experience at Royalton Riviera CancunLuxury Regards

10/10 Excellent

Pawan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Services Management on Apr 29, 2024
Dear PawanWe are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican CaribbeanLuxury Regards

6/10 Okay

Asmat

Traveled with family
Liked: Staff & service
Disliked: Cleanliness
The stuff were good , especially the guy that was working at the office for Expedia he was vary helpful and good ,the rooms are vary old and has a vary bad smell , the restaurants were ok .
Stayed 6 nights in Apr 2024
Response from Guest Services Management on Apr 24, 2024
Dear Asmat,We are pleased to know that you had your vacation with us and that our service not only met but exceeded your expectations. I will share your kind comment with our staff. We appreciate your feedback on the areas you think can be improved. We hope you will revisit Royalton Riviera Cancun!Luxury Regards

8/10 Good

Sanjay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Apr 2024
Response from Guest Services Management on Apr 25, 2024
Dear Sanjay We're happy to learn you had a pleasant stay. Your positive feedback motivates us to continue striving for excellence. We look forward to welcoming you back soon. Luxury regards

8/10 Good

Nasir

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Guest Services Management on Apr 25, 2024
Dear Nasir. Thank you for choosing our resort! We are delighted to hear that you enjoyed our services. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

10/10 Excellent

Carol

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the activities
Stayed 4 nights in Apr 2024
Response from Guest Services Management on Apr 24, 2024
Dear Carol. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We look forward to welcoming you again soon. Regards.

6/10 Okay

aliyah

Disliked: Cleanliness, staff & service
Roaches in the buffet hall
Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on Apr 24, 2024
Dear Aliyah, Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

8/10 Good

kevin

Traveled with family
Liked: Cleanliness, staff & service
No bottled water and got told we needed to pay $40 to use the kayaks when should be included
Stayed 1 night in Apr 2024
Response from Expedia Ambassadors on Apr 24, 2024
Dear Kevin ,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

10/10 Excellent

Shahzad

Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on May 10, 2024
Dear Shahzad We are delighted to read you had an amazing holiday at Royalton Riviera Cancun. Thank you for choosing us! We will be waiting again for your visit in this, your home in the Mexican Caribbean Luxury Regards

8/10 Good

Gabriel

Traveled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
The staff was very friendly and went above and beyond to get what you ask. The food is average, room service food was horrible. The hotel needs repairs but pools were nice. Beach needs cleanup.
Stayed 1 night in Apr 2024
Response from Expedia Ambassadors on Apr 20, 2024
Dear Gabriel We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

2/10 Terrible

Kiara

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I didn’t like the fact that the first room I checked in was not what I booked! The mirror had rust all over! Nobody came to look at the mirror and it was full of mosquitoes! The second room had roaches & and had dirty pillow cases on it
Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on Apr 20, 2024
Dear Kiara. Thank you for visiting Royalton Riviera Cancun. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. We look forward to welcoming you again for another luxury vacation.

8/10 Good

Guillermo

Traveled with family
Liked: Cleanliness, staff & service
The food was average, staff very nice, rooms and hotel needs a bit remodeling. I had a good time.
Stayed 4 nights in Apr 2024
Response from Guest Services Management on Apr 18, 2024
Dear Guillermo. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards

8/10 Good

Sayona Grace, Champaign

Traveled with partner
Liked: Staff & service, amenities, property conditions & facilities
The Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino was very nice and very fun. There were always entertainment and activities to do on the resort. There was also many restaurants to try, my boyfriend and I took quite an advantage of the food and drinks which were unlimited; however the food weren’t so tasteful in our opinion. My boyfriend and I enjoy meals that are flavorful and have good amount of spices and the food here didn’t have that. We give the food a 5.2/10. Everything else is a 10/10.
Stayed 5 nights in Apr 2024
Response from General Manager on Apr 18, 2024
Dear Sayona Grace,Thank you for sharing your experience. We always appreciate our guest's feedback as it allows us to improve. We'll share you comments with our chef to improve the food quality. We hope to welcome you back in Royalton Riviera Cancun.

10/10 Excellent

Steven

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is lovely, the food is great, drinks great, there’s a side to chill w the family, and there’s an entertainment side. Overall great experience.
Stayed 4 nights in Apr 2024
Response from General Manager on Apr 18, 2024
Dear StevenThank your for your kind comments. We are glad to heat you had an amazing experience. We look forward to welcoming you back at Royalton Riviera Cancun

4/10 Poor

Maria

Traveled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Do not waste your money upgrading to the diamond club. The buffet open for everyone is the best place to eat. The other restaurants are not staffed enough, so it takes forever to order and get dinner. The bar never has upgraded alcohol and the general selection is just fine. There are so manny staff members cleaning and walk around doing nothing that maybe they should focus more on service for the guests. If you find someone to order a drink from it takes about 30 minutes to receive. You're better off walking to get it yourself. I ordered a mimosas and water at the diamond club pool and when he finally came back didn't bring the water. He apologized and never came back. I work in the service industry at home and was very disappointed with the level of service, especially because it a large chain property. We often go to Dreams and the service is fantastic. I had high hopes and was very disappointed. I do want to say the butler Vanessa is very nice. Also the man who helped us with our bag in the front. His name was Willie. He was one of the first people we encountered at the resort and was amazing. We didn't even have a long interaction with him, but he had the greatest personality and was so welcoming. As we walked he talked to us about the resort, asked us questions about ourselves. We received more information from him then the person that checked us in. Unfortunately, not everyone has the same attitude as Willie. Royalton do better
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on Apr 17, 2024
Dear Maria,Thank you for taking the time to let us know about your experience while staying with us.Maintaining a clean atmosphere within our guest rooms and common areas is always a key priority, especially during these unprecedented times. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

4/10 Poor

Jessica April

Traveled with family and small children
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
My baby got hand mouth foot so not sure how clean the facility is. Pool was closed for a good 8 hrs and no one would tell us why so I am guessing now I know why.
Stayed 7 nights in Apr 2024
Response from General Manager on Apr 16, 2024
Dear Jessica April,Thank you for taking the time to let us know about your experience while staying with us.Maintaining a clean atmosphere within our guest rooms and common areas is always a key priority, especially during these unprecedented times. On behalf of the entire team at Royalton Riviera Cancun All-Inclusive Resort & Spa- Adults Only, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured; the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations.

10/10 Excellent

Leonardo

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at Royalton were exceptional. Very attentive and willing to help. The property is beautiful. Lots of pools, easy access to the beach. Wedding venue is beautiful as well. Thank you all again!
Stayed 4 nights in Apr 2024
Response from Guest Services Management on Apr 15, 2024
Dear Leonardo. Thank you for choosing our Royalton Riviera Cancun! We are delighted to hear that you enjoyed our services. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

10/10 Excellent

Jesus

Traveled with family and small children
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
The resort needs major renovations.
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on Apr 13, 2024
Dear Jesus, Thank you for choosing our Royalton Riviera Cancun! We are delighted to hear that you enjoyed our services and facilities. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

10/10 Excellent

Matthew

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Guest Services Management on Apr 15, 2024
Dear Matthew. Thank you for visiting Royalton Riviera Cancun. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. We look forward to welcoming you again for another luxury vacation.

4/10 Poor

Dean

Traveled with partner
Disliked: Amenities, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on Apr 13, 2024
Dear Dean ,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

10/10 Excellent

Danni

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
love love
Stayed 3 nights in Apr 2024
Response from Expedia Ambassadors on Apr 13, 2024
Dear Danni, Thank you for choosing our Royalton Riviera Cancun! We are delighted to hear that you enjoyed our services and facilities. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

6/10 Okay

Nitin

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Indian restaurant at the property had terrible food and menu with zero desserts.
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on Apr 13, 2024
Dear Nitin ,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

8/10 Good

Keith

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a good time. Food was cold. Hibachi restaurant was the only food that was good
Stayed 4 nights in Apr 2024
Response from Expedia Ambassadors on Apr 9, 2024
Dear Keith, Thank you for choosing our Royalton Riviera Cancun! We are delighted to hear that you enjoyed our services and facilities. Providing excellent experiences for our guests is our top priority, and we're thrilled that our efforts have made your stay memorable.Luxury Regards

10/10 Excellent

Kiana

Stayed 3 nights in Apr 2024
Response from Guest Services Management on Apr 29, 2024
Dear KianaWe are very happy that your vacation was found at our Luxury resort. Thank you for your preference and for allowing us to serve you. We hope to receive you again for another excellent vacation.Luxury Regards

2/10 Terrible

Aleksandra

Disliked: Cleanliness, property conditions & facilities
This is. 3 star resort. We booked a junior ocean front but got a side view of the jungle. The rooms are beat up and in need for renovation. We had a completely rusted bed frame in a pull out sofa. The cushions were stained and ripped. The bathroom faucets rusted and the shower head was leaking on top. The concierge was shocked at the state of our room but management wouldn’t do anything to compensate as this is the state of the entire resort. We had another family group with us and their room was just as bad if not worse. They don’t have enough pool loungers for the beach and pools. You will wind up throwing your stuff on the ground to go swimming. Very disappointed. You will notice people going out early in the mornings to save spots on recliners. It’s by far the worst resort I’ve been to.
Stayed 7 nights in Mar 2024
Response from Expedia Ambassadors on Apr 8, 2024
Dear Aleksandra,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

2/10 Terrible

Derek

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Booked the highest room available for my daughters 18th Birthday. Presidential Suite was all but that. Should have known there was no up to date photos or videos in a year. Very deceiving not as advertised. Upon arrival check was decent until we were walked to our room. Completly dirty room, dead mosquitoes on mirror, food on floor.. throw up on the second bathroom toilet. Finger prints, coffee stains, broken hot tub broken. Wasted 4 hours of my first day dealing with this horrible experience. Walked back to the VIP check in 3 times for 3 different rooms all having the same issues. Completely horrible experience.. little to no assistance in rectifying the Presedential Experience. Stayed in 3228 Presidential Suite
Stayed 3 nights in Apr 2024
Response from Expedia Ambassadors on Apr 8, 2024
Dear Derek,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

2/10 Terrible

Monica

Disliked: Cleanliness, staff & service, property conditions & facilities
CLOSE IT DOWN! The pictures used are not what you get. (BE AWARE). The place smells like raw sewage. The water smells like sewage. They nickel and dime you for anything-- They treat you like you're a bother--- only people who I thought got some level of respect were the "DIAMOND" members. I ended up going to the Diamond side of the property because they had me in the kiddie land area and the stench was unbearable because the place is located in the swamp which is probably used for waste dumping! The food options are not great! The water quality is poor but they use it to wash your plates, cups, and utensils---so you can smell the stench within your cups/plates. Pool chair--people claim chairs at 5 am and when you go out there there is NO available chairs because those folks are at other areas of the property--they leave their stuff there for HOURS (like more than 3) and it is never removed. I had a severe breakout on my face and body after day 2. After the insects-mosqitoes and other critters and pest--- I had enough and left. As soon as I landed I went to my doctors and they said that it appears that I was exposed to unclean environment and they gave me super steroids and allergy meds to fix. I am still itching and still have bumps! I traveled solo and I am so happy I didn't ask friends to go because I would have been super embarrased by the accommodations and awful smell and hospitality. This place needs to be SHUT DOWN!
Response from Expedia Ambassadors on Apr 9, 2024
Dear Monica ,Thank you very much for taking the time to share with us your review about your stay at Royalton Riviera Cancún. We are very sorry for what happened during your stay, we will contact the departments involved in order to improve the service.It is only through feedback such as yours that we can improve our services and offer our guests a stay according to their needs.Best regards

8/10 Good

Tae

Liked: Cleanliness
Stayed 6 nights in Mar 2024
Response from Expedia Ambassadors on Apr 8, 2024
Dear Tae. We are thrilled to hear about your positive experience at our hotel. Our staff takes great pride in delivering exceptional service, ensuring your comfort and satisfaction. Your kind words motivate us to continue providing the best possible experience for all our guests. We highly appreciate your feedback to empower the areas you consider to be improved. Thank you for choosing our resort for your vacation.Luxury Regards