Unfortunately, our second visit was a completely different experience.

We first visited Royalton Splash Riviera Cancun in September 2024 as Diamond Club guests, staying in a two-bedroom ocean-view suite with three adults and three children. That first experience was exceptional. From the accommodations to the service, food, amenities and overall attention to detail, we honestly could not have been more impressed. We loved the resort so much that we decided to return in August 2026—and this time brought additional family with us. Our group grew to 11 guests. We b [... read more]ooked a two-bedroom Diamond Club oceanfront suite for four adults and three children, as well as an additional Diamond Club suite for two adults and two children. Unfortunately, our second visit was a completely different experience. What was once a resort we couldn't stop recommending became a frustrating and disappointing stay, particularly when it came to service and attention to detail. Our issues started immediately upon arrival. We checked in around 8:00 p.m., yet it took more than an hour for our luggage to be delivered to our room. Throughout the stay, basic room items such as coffee pods and coffee cups were repeatedly not restocked, requiring us to contact our Diamond Club concierge. The room-service ordering system through the TV also wasn't working properly, so once again we had to contact the concierge just to place orders. One example that sums up the level of service was a request for an iron. According to our WhatsApp conversation with the concierge, we requested one at 6:34 p.m. on our second night. By 7:28 p.m., nearly an hour later, it still had not arrived and we had to follow up again. These may seem like small things individually, but when you are paying for a Diamond Club experience, constantly having to chase down basic services becomes frustrating very quickly. Much more concerning was the handling of our four-year-old son's serious food allergies to egg, dairy and nuts. Despite explaining his allergies and requesting an appropriate meal at the buffet, we waited approximately an hour and ultimately left without the requested meal ever arriving. For a family resort, we expected much greater attention and communication when dealing with a young child's food allergies. The atmosphere around the resort had also changed considerably since our first visit. There was relentless solicitation throughout the property—photography sales, spa/massage sales, excursions, people walking around with parrots and other birds for paid photos, and other sales pitches. Instead of feeling like a relaxing premium resort, we often felt like we were constantly being approached to spend additional money. There were also significant renovations and disruptions during our stay. Approximately half of the buffet area was under construction. The Diamond Club check-in lounge was under renovation and had been relocated to a secluded conference area. Water slides were periodically closed for repainting, and we experienced resort-wide power outages on multiple days during our stay. We were also disappointed to discover that the Cave restaurant experience now came with a mandatory additional charge of approximately $65 USD because a themed show had been attached to the dining experience. For an all-inclusive Diamond Club stay, these types of additional mandatory charges were disappointing. What makes this review difficult to write is that we genuinely loved Royalton Splash after our first visit. Our 2024 stay was everything we wanted in a family vacation. We were so impressed that we returned two years later, upgraded to an oceanfront Diamond Club suite and brought additional family members with us because we wanted them to experience what we had experienced. Unfortunately, they didn't. We understand that resorts undergo renovations, equipment needs maintenance and occasional service issues happen. We don't expect perfection. But the number of issues we experienced over the course of this stay—from housekeeping and room service to food-allergy handling, construction, amenity closures, power interruptions and constant solicitation—was far beyond an isolated inconvenience. The biggest disappointment was seeing how much the overall level of service and guest experience seemed to have declined between our September 2024 visit and August 2026. Our first stay made us want to return and bring our family with us. Our second stay has unfortunately made us question whether we would return at all. We truly hope Royalton Splash takes guest feedback seriously and restores the level of service and attention to detail that made our first visit so memorable.

Amazing Resort!!!

We had such a wonderful experience at Royalton Splash Riviera Cancun! From the moment we arrived, the staff made us feel welcomed and taken care of. The resort is beautiful, clean, and perfect for families; especially with children. The water park was a huge highlight for my kids, and there were so many fun activities throughout the stay. The food exceeded our expectations, with lots of variety and great quality at the restaurants and buffet. The entertainment team was fantastic, always frien [... read more]dly and energetic, and the overall atmosphere was relaxing while still being lively and fun. A special thank you to Eden Nail for all the help and support throughout the booking process and during our stay. Everything was smooth and well organized, which made our vacation even more enjoyable. We created beautiful memories and would absolutely recommend Royalton Splash Riviera Cancun to families looking for a fun, comfortable, and stress-free vacation in Mexico!

Pleasantly surprised!

The resort grounds were very very clean and there were always workers cleaning and picking things up. The biggest plus of this resort is the staff! The friendliest and helpful workers overall of any all inclusive we’ve been to. The drinks were great with lots of choices. À la Carte restaurants Ma Maison and Rio were very comparable to decent Canadian cuisine. The gelato bar and cafe are delicious. The pools are busy. And the chair game is real! If you’re not up and reserving a chair before 7am y [... read more]ou’re not getting one by the pool! It is a family resort and we have kids but we were not ready for the amount of toddlers and babies. It’s probably had the most amount of children running wild. The lazy river is amazing and we spent so much time in it! Rooms are fairly comfortable & cleaned well. We had a private cabana with pool one day and it was well worth the price and our best day at the resort. Overall it’s a nice resort for a decent price. We were almost scared out of coming to this resort because of complaints of sickness and food, but, no one in our group was ill. We couldnt use the beach because the sargassum was so bad the week we were there. The only complaint would be a little updating the waterpark slides and updating the beds and pillows (the beds/pillows and bedding were quite hard and not comfortable). And even though it’s a family resort we were a bit annoyed by the sheer volume of whining kids. We would return to this resort for sure but as Diamond Club to get a break from the busy family side.

Pleasantly surprised!

The resort grounds were very very clean and there were always workers cleaning and picking things up. The drinks were great with lots of choices. À la Carte restaurants Ma Maison and Rio were very comparable to decent Canadian cuisine. The gelato bar and cafe are delicious. The pools are busy. And the chair game is real! If you’re not up and reserving a chair before 7am you’re not getting one by the pool! It is a family resort and we have kids but we were not ready for the amount of toddlers and [... read more] babies. It’s probably had the most amount of children running wild. The lazy river is amazing and we spent so much time in it! Rooms are fairly comfortable & cleaned well. We had a private cabana with pool one day and it was well worth the price and our best day at the resort. Overall it’s a nice resort for a decent price. We were almost scared out of coming to this resort because of complaints of sickness and food, but, no one in our group was ill. We couldnt use the beach because the sargassum was so bad the week we were there. The only complaint would be a little updating the waterpark slides and updating the beds and pillows (the beds/pillows and bedding were quite hard and not comfortable). And even though it’s a family resort we were a bit annoyed by the sheer volume of whining kids. We would return to this resort for sure but as Diamond Club to get a break from the busy family side.

Great Family Resort

We went as a group of 8 adults and 5 children (ages 8, 10, 11, and 14). This is a great resort for families, but the adults also had a great time taking in the entertainment in the evenings and enjoying to the pool bar. This is a lively, family oriented resort. Buffet and al la carte restaurants were good. The kids loved ordering room service! The only thing we missed was more of a lively beach atmosphere.

Beautiful resort but getting sick blew it

The resort is a beauty, super clean. We were Diamond Club. The room was great and all worked, plenty of hot water, fridge restock daily, room cleaned perfectly except the day off of the regular cleaner. We were in block 17 7th floor and the view was fantastic. Our Butler Jhonny was great but I felt that we miss some information as we were 8 and in 4 different rooms and there was not much informations regarding directions to places. The check in was LONG over one hour, yes we had drinks and food  [... read more]at the check in but it took a long time to get to our rooms. The resort is great but they need to change their beach towel rules and stop the chairs reservations with the towels. This was a big issue for the none Diamond Club. In the Diamond club area we always had chairs available. Pools were great, drinks at the pools were also great specially at the Diamond club pool. Food was good to my taste at the Italian restaurant, the Buffet but we went to the Cave one night and did not find the food good. The beach is great we were surprise we could walk it pass our resort with no concern. Here is my main issue, we were a group of 16 12 adults anf 4 childrens. All was well until we went to the Japaneese ZEN Hibachi style restaurant. 12 of the adults had dinner there and 6 of us got extremly sick the next day, 5 did not have the energy to get out of the room. I was the brave one going for my walk and ended up tthrowing up 5 times at the Diamond Club pool in front of multiple resort employees and No one came to help me. We my wife and I travel multiple time yearly and never have I been so sick. The good thing is it last like 12 hours in my case. Once the butler found out I was sick he came to see if he could do anything for me but it was too late. 2 more of the group got sick during the return home in the plane. Resort is one of the nicest I have seen but they have issues with the FOOD and Nora Virus that hit nearly every groups that are there.

Amazing resort

Enjoyed everything about this property. Good food, nice beach, nice room, great service, fun entertainment and amenities. Lots to do. Water slides, lazy river. Shout out to Victor in the dining room for breakfast. He helped us celebrate a special birthday. Specialty restaurants were excellent. Nice and close to the airport

Great Resort

We really enjoyed our stay, This is by far the largest resort my wife and I have ever stayed at, The resort is kept very clean, pools were great and the food was amazing. Most importantly the staff that worked at the resort were for nice.There were lots of restaurants and bars you did not have to go far to get food or drinks and of course the waiters were everywhere and always willing to help

Disappointing experience

Hotel staff not friendly and unprofessional selling tactics that makes you want to cringe. The hot tub area only for diamond club. This was our second time and will be the last. Rooms stink of sewage, changed room and smell was less. Room service takes hours, fridge top up for water inconsistent. Overall experience not great, had better experience at Cuba for fraction of the price. Had to stop friends from booking this hotel this week.

Family vacation

I found the resort itself clean, I wasnt impressed on the service. Seemed like all the workers we tired (over worked) and not very happy. Service was very slow everywhere. Food was alright but nothing spectacular. Not good for the beach but the pools were good.

Good at best

Spent a week in November 2025. Not the greatest hotel! It lacked quality of food and service was not great. Bartenders couldn’t make a consistent drink taste the same. The grounds are clean and rooms clean. The pool was alright, obtaining a chair is difficult as you can get an unlimited amount of towels so everyone just places the towel and leaves for the day to reserve them. Service around pools was poor and require frequent tipping for returning. All night room service is great but what is t [... read more]he point with very limited poor food options and taste. Al a cartes difficult too book on the app. We had a swim up non diamond club and it was the best part of our stay. Absolute worse part is you can only use their taxi services to go anywhere. You cannot use transit or Uber as they are not allowed on resort. It’s a very very far walk to the main gate if you wish to go to Cancun or the mall etc. their price was $130usd return for a 20 min ride there. They should have daily shuttle service complimentary or even for affordable cost at very minimum to the gate. The rooms have a weird capacity to amplify hallway noise and room service carts run all night if your a light sleeper good luck! The beach was ok as was the water. The lazy river is by far the coldest water ever, and you need to bring your own tubes they have like 5 in total. The cost on site for a tube is $50usd overall not a pleasant stay.

Did Not Disappoint

The Royalton Splash was a great resort. The check in was not, 2 hrs, to many buses not enough staff. Rooms are beautiful, view was great!. Lots of options for food, from ala carts to food trucks, to pizzeria, buffet. The buffet was great for breakfast, not so good for lunch or dinner. Sports bar was awesome, food and snacks good and atmosphere for Jays Game amazing. Pools and drinks were good. A lot of pools to choose from. We did put towels on chairs in morning as there wasn't much shade and we [... read more] wanted umbrellas, still had to keep moving for shade. The beach is not the best, sargassum, but was cleaned daily. Beach nice for walking, water not for swimming. Over all we had a great time, I would definitely recommend for families with children. Off season I think for adults is the best time. The staff were amazing on all accounts. Humberto at the sports bar was amazing, Carmilla at the Chill pool bar, and Armondo at Zen all to be commended on their service. Lots more servers to that I never got their names.

Good hotel but very large, prefer smaller one next time

Check in could be better organized, as it did not have enough staff on. Grounds were lovely, one pool was not accessible for someone with limitations & other pool was too noisy. Fortunately we had a swim up which suited us perfectly & very quiet. Buffet had a great choice of food, but preferred a regular restaurant & have a choice of menu which we went to. Our room was fine but sliding door was very heavy to open & close. Our room was outside the main elevator to 8 floors & was extremely noi [... read more]sy with people using it at all hrs & woke us up most nts & had to call front desk & complain…..would not recommend that section. Lazy river was enjoyable & overall enjoyed my vacation

10/10 holiday

Grounds are amazing. Tons of activities for kids. The rooms are beautiful and well appointed. The food was excellent all week with great variety. Zen Teppanyaki and MA Maison were our favorites. The gym and free fitness classes are super. I lived sunrise yoga. You can take out kayaks, paddle boards and hobie cats. The staff are friendly and the service is excellent. I highly recommend Royalton Splash.

Great Resort, but put in wrong room

When we showed up to the resort at 9:30pm we found out we were in a single bed room without a pull out couch. We had to fight for a different room the next day. We have a 6'2 13yr old and a 3yr old. The rest of the trip was great, the resort was awesome. Beach is terrible.

Resort was beautiful!

The resort was beautiful! Rooms are nice, clean. The grounds are very clean and very pretty. The staff are very friendly. The lazy rivers, pools and slides were great! The food was ok. Zen Tappenyaki and Rio were wonderful and the service there was great! Score Sport Bar however, the service was terrible and the food was also not great. We waited a long time before we were asked about drinks and then it took 25-35 minutes before we got our food, which was cold and terrible. We also wanted t [... read more]o mention that the coffee place was supposed to be open 24hrs, but was not. They were frequently out of the regular coffee. They should definitely have more than 1 "regular" coffee station or a 2nd station on the other side of the room. There was more than enough room for that. We also didn't realize that you had to pay for the "extras" like bowling, laser tag. We thought that it should be included for the price of the hotel. And same with the use of the tennis or other sport area. This was only available to you if you were a Diamond Club Member. Over all, we did enjoy our stay.

You won’t be bored at this resort!

We stayed at this resort the first week of April 2025. We chose Royalton because we have stayed at the Royalton in Punta Cana twice and loved it. We would go back to that on anytime. This one was good but we wouldn’t return. There are a lot of great things such as lots of activities and entertainment. Lots of restaurants. Always something going on. We did find this resort very congested. It’s a big resort packed full of people. That doesn’t bother us so much but it seemed like everything (pools, [... read more] restaurants, hotel rooms, entertainment areas) are all crammed into one big area. There was no quieter parts or nice walking trails/walkways. Busy, crowded and congested. Lots of stuff for the kids to do but would have loved some quieter areas. Also, you have to wake up at the crack of dawn if you want to find any loungers by the pool (amongst rows and rows of loungers all crammed into every spare space). Enjoyed our trip but would not return to this spot.

Amazing resort! Will visit again

The resort was amazing! We loved the buffet restaurant, it bas everything you can imagine and the food was delicious. The staff worked really hard to keep the resort so clean. The beach was really nice, the sand was soft and it was quiet at the beach. The resort was a short drive from the airport. There is a water park, lazy river and other things the keep the kids entertained. The night show, especially the white night was a lot of fun! Will definitely go back!

Noisy & Disappointing!

First the pluses: Very clean, well maintained and friendly staff. Knowing that this was a family resort, we expected lots of kids and their noise. However this was not the issue. The way the hotel was constructed, all the floors on the sides of the hotel were open all the way down to the lobby, with the noise carrying to every floor. The lobby was open and very breezy, with limited seating. The Diamond Club appeared to be flaunted, with their amenities & private pools, while there was only one p [... read more]ool for the rest of us. None Diamond Club people had balconies with no privacy & cheap uncomfortable chairs. At each end of the pool (not including the kids area) and the middle, there was music playing constantly. In the afternoon, a huge speaker was brought out and we were subjected to even louder music (which would have been pleasant had it not been booming). Acoustics were very poor throughout - the lobby, the theatre and even Rio Restaurant which had excellent food and service but was noisy with only 3 tables of people. The food in general was disappointing. No fresh pasta or stir fry at the buffet. The food at Grazi, the Italian restaurant was particularly bad. None of the four of us, who each ordered different meals, could eat much of it. Guest Services left my bag unattended & visible when they promised someone would be there to look after it. There is no door on the bathroom! Separate shower and toilet but no privacy to dress etc. plus it was cold stepping out of the shower. Signage on the resort indicated that it was 100% non smoking, yet there were several smoking sections we had to pass through.

Meh

Clean resort, nice grounds, great water park, lots of entertainment. Food sub par and guest services/amenities were over promised and under delivered. They say they have cribs (and they do) but they can’t guarantee them. Our stroller was damaged by the airline and we needed to rent a stroller. Guest services gave ZERO information on rental options and did not have any insight to support us. Since it was last minute I couldn’t find any rentals online and I couldn’t get one delivered from wal mart [... read more]. My in-laws were diamond club and had a butler. They asked the butler for help and the butler literally arranged with their external pharmacy right away for us to have a rental stroller and it was delivered within the hour. This type of perk should NOT be reserved for diamond club in my opinion. This was a total turn off.