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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. 756 out of 1884 reviews" "
Rating 8 - Good. 427 out of 1884 reviews" "
Rating 6 - Okay. 270 out of 1884 reviews" "
Rating 4 - Poor. 197 out of 1884 reviews" "
Rating 2 - Terrible. 234 out of 1884 reviews" "

8.0/10

Cleanliness

8.0/10

Staff & service

8.0/10

Amenities

7.6/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

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

6/10 Okay

Inoemely

Travelled 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

2/10 Terrible

Latoya

Travelled 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

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

10/10 Excellent

Pawan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024

6/10 Okay

Asmat

Travelled 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 24 Apr 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 25 Apr 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 25 Apr 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

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the activities
Stayed 4 nights in Apr 2024
Response from Guest Services Management on 24 Apr 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 24 Apr 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

Travelled 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 24 Apr 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

8/10 Good

Gabriel

Travelled 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 20 Apr 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

Travelled 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 20 Apr 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

Travelled 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 18 Apr 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

Travelled 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 18 Apr 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

Travelled 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 18 Apr 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

Travelled 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 17 Apr 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

Travelled 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 16 Apr 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

Travelled with partner, Travelled with group
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 15 Apr 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

Travelled 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 13 Apr 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 15 Apr 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

Travelled with partner
Disliked: Amenities, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Expedia Ambassadors on 13 Apr 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 13 Apr 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

Travelled 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 13 Apr 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

Travelled with partner, Travelled with group
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 9 Apr 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

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 8 Apr 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

Travelled 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 8 Apr 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 9 Apr 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 8 Apr 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

6/10 Okay

Tiffany

Travelled with family
Liked: Cleanliness
Hallways and rooms need to be updated.
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 4 Apr 2024
Dear Tiffany,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

6/10 Okay

Joshua

Travelled with family, Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
If you are looking to stay in this property do make sure you book transportation before arriving as shuttles from and to the airport are not included. Taxi services at the airport try to charge you over a hundred dollars for a 15 ish minutes ride. They claim you don’t need a reservation for any restaurant and its serve as you arrive but every time my family would try to go to any restaurant they had a long wait ( 1hr) of prior reservations. Small shops are very pricey at the resort. Other than that it’s a beautiful location very clean eventful.
Stayed 5 nights in Mar 2024
Response from Expedia Ambassadors on 14 Apr 2024
Dear Joshua,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

6/10 Okay

Gourab

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Expedia Ambassadors on 4 Apr 2024
Dear Gourab,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

4/10 Poor

Yash

Travelled with family
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Only staff is good .property is really old, needs remodeling done asap
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 3 Apr 2024
Dear Yash,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

6/10 Okay

Tameron

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Lots of pools and fun for families! Food was good. Food after breakfast, and before they started serving lunch and noon was not easy to get unless you were at the main pool area but then you had to be dressed to go into the cafeteria. Also- bottled water by the pool was not accessible. Anytime you asked for a bottle of water they acted like they didn’t have it so I felt thirsty a lot by the pool unless i drank alcohol or went to the room and got a water. Food was great but unless your with a family who was a diamond member, it was hard to get reservations. Over all a nice resort just didn’t feel all inclusive at times when we couldn’t good food or drinks when we wanted.
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 3 Apr 2024
Dear Tamaron,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

Hiral

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The foos quality can be improved with more variery of food.
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 3 Apr 2024
Dear Hiral, 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

8/10 Good

Dominika

Stayed 4 nights in Mar 2024
Response from Guest Services Management on 24 Apr 2024
Dear DominikaThank you for visiting our resort. We are glad to learn your overall experience was satisfactory and that you were able to enjoy our facilities and services. We look forward to welcoming you again for a more pleasurable stay. Best regards

6/10 Okay

Sumontra

Travelled with family
Disliked: Property conditions & facilities
Overall the stay was mediocre. The people are very nice, and try hard, but this resort falls short in many ways. First, the condition of the resort is the most glaring issue. Common areas are beautiful, but the rooms are absolutely falling apart. Crumbling plaster, broken tiles, leaking toilet, sewage smell--this is echoed by many reviews before mine. There are just too many people there based on what they can give. As such, though nice, staff are unable to always provide timely service. Things like towels, water bottles etc. are not always refreshed. The Hunter steakhouse and Taj Indian restaurant were pretty good. The resort is ok, but it does NOT live up to its 5* reputation. Big time investment is needed to renovate, and update the decaying, crumbling infrastructure.
Stayed 7 nights in Mar 2024
Response from Expedia Ambassadors on 3 Apr 2024
Dear Sumontra, 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

4/10 Poor

Troy

Travelled with family
I think there are better options to choose from . Not having things like bottled water around pools. You could never get a pool chair unless you went out at 4am. Alcohol was awful nearly impossible to get reservations. Also the maid stole our tip money we won’t be back.
Stayed 6 nights in Mar 2024
Response from Expedia Ambassadors on 31 Mar 2024
Dear Troy,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

Pastor J

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
i liked everything
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 31 Mar 2024
Dear Pastor, 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

Dinora

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved the staff very friendly and willing to help you with anything
Stayed 5 nights in Mar 2024
Response from Expedia Ambassadors on 29 Mar 2024
Dear Dinora, 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

8/10 Good

Shana

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked this trip for my birthday and I was overall satisfied with my trip. I will agree with the other reviews and state that the rooms on the non-diamond side did have an old smell to it but it was nothing that my candle could fix. As long as my candle burned in the room, the old smell did vanish.I wished I could've enjoyed my jacuzzi on the balcony but the drain didnt open or close but I did enjoy the jacuzzi in my room. I was able to try every restaurant but 2 (the indian and the italian spots) The food at the resturants were decent. My favorite restaurant being the Taj and least favorite being Agave. The drinks were pretty good also. The staff were phenomenal and went above and beyond to provide great service and hospitality. They even decorated my door with a Happy Birthday Banner. I did get a chance to experience the Diamond Lifestyle and I must admit, having a butler was a great experience. Orlando, my butler, made the rest of my stay a breeze. I already booked my next stay for another Royalton Resort in Punta Cana, but this time an adult-only resort!
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 27 Mar 2024
Dear Shana, 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

Divya

Stayed 1 night in Mar 2024
Response from Guest Services Management on 15 Apr 2024
Dear DivyaThank you for visiting Royalton Riviera Cancun. Our guests' satisfaction is our main priority but we are constantly looking for ways to improve as we are eager to continue striving for excellence. It would be our pleasure to welcome you in the non-distant future for an extraordinary vacation.

4/10 Poor

Diamoine

Stayed 5 nights in Mar 2024
Response from Expedia Ambassadors on 27 Mar 2024
Dear Diamoine,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

Cheyenne

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Drinks were not good
Stayed 3 nights in Mar 2024
Response from Guest Services Management on 25 Mar 2024
Dear Cheyenne. 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.

2/10 Terrible

David

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I have had amazing experiences at Royaltons both in Saint Lucia and Puerta Vallarta. This was far from those. Staff was apologetic but check in was a nightmare, food was marginal. Honestly was glad it was only two nights. I’m going to New York in June and wanted a Royalton but now I don’t know. Very disappointed
Stayed 2 nights in Mar 2024
Response from Expedia Ambassadors on 25 Mar 2024
Dear David,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

Khaleelah

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Guest Services Management on 26 Mar 2024
Dear Khaleelah, 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

2/10 Terrible

Tiarra

Disliked: Cleanliness, staff & service, property conditions & facilities
Mosquitoes infested Dirty coverings Dust on tables n dirty counters Blood stains in bed Brown on the floor Pop cans in the water in the swim out Swamp & strong mold & mildew smell Face n skin breakouts after laying on covers Major bugs on wall Mosquitoes in hotel room Roach in room Water bubbles in the wall Sink stopped up n ran over Water in shower don’t go down fast seems like a sewer issue Locked out room for 2 hours & key card didn’t work after rook was switched Gave small towels vs rags No butler service Wasn’t giving the hideout wristband until we switched rooms however it came with the first room
Stayed 3 nights in Mar 2024
Response from Expedia Ambassadors on 25 Mar 2024
Dear Tiarra,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

Maria

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The escalator was broken, and the food trucks didn’t have variety of foods each day-same food, and at peak hours not enough bar tenders. The dance club was small and hot. Should design something outside so it attracts larger crowd for dancing.
Stayed 3 nights in Mar 2024
Response from Expedia Ambassadors on 24 Mar 2024
Dear Maria, 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

4/10 Poor

Kimberly

Travelled with group
Liked: Amenities
Disliked: Cleanliness, property conditions & facilities
I went with a large group that made the trip worthwhile. However, I cannot recommend this property compared to other all-inclusive options. Cleaning staff did the best they could, but rooms are dated and run down. We had water running down the walls and puddling in our room and they still didn’t move us. After numerous calls they finally cleaned up the mess. Check in was a hassle. I got my room I paid $100 to select, but they charged my friend $100 for a room she selected and did not get. I will say the Expedia concierge was courteous and helpful, as much as he could be. Overall, staff members were polite.
Stayed 4 nights in Mar 2024
Response from Expedia Ambassadors on 23 Mar 2024
Dear Kimberly,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