Family Vacation

The check in to the Diamond Club was by far the worst experience we have had in the many Royaltons we have vacationed at. Two hours to check in and they didn't have the rooms we had requested. They over booked! The food, staff, butler service , drinks were very good. The grounds , lobby. and main bar area was terrific. The resort is very large when you include the adult only section, however, getting around the complex was fairly easy.

Very busy

We paid for an ocean view, all we saw were trees and the swimming pool. 3 separate front desk staff would not help us. We were 3 adults. It took almost 2 full days to get a third chair for our balcony. All vacationers must have gotten up at 3am to put a towel on all the chairs. We were able to sit at the pool only once during our 7 day stay. The beach chairs were close to the same. Mostly the food was OK in the specialty restaurants, but the in the buffet food was barely warm. Overall, a [... read more] very disappointing Royalton experience

Great place

This place was truly amazing. The staff was kind and professional. The food was amazing. The ocean wasn’t crystal clear but the beach was beautiful and clean. The rooms were clean and relaxing. I would love to go back!

Don’t go here. Stay home and throw your money in the fireplace

On Nov 28th 2024 I traveled to the Royalton Riviera Cancun, party of seven. When we arrived, we were not offered a welcome drink in the lobby. We found our way to the Diamond club Reception and were checked in. My daughter did not get her room until around four. I was told that our room was facing the pool and partial ocean view. When I went to the room it was facing the mangrove. I returned back to the reception and the person that checked us in was not there. I was told that they made a [... read more] mistake and it was not what I was told and they said sorry. The reception gave us no information about our butler, I had to find out from someone around the pool who finally found our butler, Alphonso. He said any problems please contact him. Also Angelica was our other butler. This room was in really poor condition and not what I expected of a 5 star resort. Bedding was stained, see picture, no free slippers and bag as promised, no liquor stocked. It was more like a 3 star resort. This Presidential suite was clearly not 1286sq ft that I had paid for and advertised by Sunwing. It was around 900 sq ft. The Oder of raw sewage and the smell of perfume they were spraying to try and cover the smell of sewage was so bad that that it triggered an asthma attack. My asthma attack was so bad that at 4 am I had to go to the front reception and tell them that if something is not done, I will end up in the hospital. They seemed to be concerned and said they would speak to the manager. He came back and said they would give me a room for the night, which they did, only problem was that this room was under the room we were in and also had the same issues. also they would switch my room the next day but the request had to go over to the diamond club manager. Nov 29th I contacted my butler Angelica and she assured me my room would be switched today. She said she understood that I was having an asthma attack because of the air conditions. I attended the Diamond club reception and they said I could not be moved until the next day and I would have to spend another night in the room I was in. I have included a screen shot of the conversation with Angelica in which she said I was being given the new room because of my MEDICAL condition. She said to have my bags ready for the next day at 12 noon and they would be picked up by the bellhop and delivered to the new room. Nov 30th 3pm I had not heard anything and had been in contact with the Angelica and she had no news. I attended the diamond club reception and spoke with David and he said that my request for a room change was because I wanted to be closer to my daughter. I explained that I was being moved because of the sewage gas smell and it was because of a medical condition this was causing me. He told me that I couldn’t have a room move and check back tomorrow. I protested and he went to speak to a manger upstairs. He came down and said they had a room change for me. He told me that the room was facing the pool and Oceanside. I went to see where the room was and lo and behold it was a room facing the mangrove with the same sewage gas smell. I went back to the diamond club and told David and he said oh he told me that was the room they had and he told me he said it was facing the mangrove, he outright lied to my face. I was pissed off and said is that the manger upstairs and he replied yes. I started up the stairs and David said you can’t go up there. I replied watch me. I went up the stairs and spoke to the manager ENRIQUE. He said David gave me the the wrong room number, someone typed the wrong number in and the room I was getting the room that faced the pool and was Oceanside. When I was retrieving my luggage in my daughter’s room Angelica and another person who said he was a manager, came in with a form to sign for the new room. I told them that I had to read it before I signed it. In reading the form it said that I would indemnify the resort and Sunwing from all liability and I would not post and negative feedback on social media etc etc.i told him that it was a legal document and I would not sign it. He said that it wasn’t a legal document and it was just so they could be reimbursed for the amount for the room change. I told him again I would not sign it. He said that if I didn’t sign it I would be charged the $500 usd for the room change. I told him I was already in the room. I told him to have Jose the diamond club manager come talk to me and I wasn’t signing. Jose came to see me and I explained I wasn’t signing the document because it was a legal document. He said it wasn’t a legal document and it was just so they could get the money for the room change. He also said I would be charged if I didn’t sign. I told him I was absolutely not signing because if I get hurt on the resort after I sign I would have no right to seek any legal recourse. He again said I need to sign. I told him no. He finally said he would have to get one of the resort workers to sign it so they could get reimbursed for the room change and he left. I did finally get into the room around 4pm but another whole day of my vacation was lost. This room had stains on the sheets, picture is included. There was nothing in the fridge, no liquor stocked, no blankets, patio doors could barely be opened, screens on patio doors were torn and bugs could get in, picture included, Fesses stains on the bathroom light switch cover, picture included, mould around the air conditioning vents, picture included. The air seemed better the first night but the second night it this room I started having problems with my breathing again because of the mould. I informed the diamond club and they said there was nothing they could do as they already moved my room. I suffered the last days of my vacation having breathing issues because of the mould in the ventilation system. This room size was also not what I was sold 1286sq ft, it was around 900 sq ft, pictures included of room measurement including the balcony, pictures included of my measurements. I had to request a microwave and it was brought eventually but I had to be in the room for it. They advertised 24 hour room service but when I went to order something I was told the buffet was opening soon and I had to go there. I had an issue with something biting me at night and found a blood stain that appeared to be a bed bug blood trail. They did have someone come in and they inspected and said it was a mosquito, pictures included. I did notice a lot of mattresses being removed from room son our floor because of bed bugs. I spoke to people that were staying on the resort that said they had bed bug bites and their rooms were changed because of this. Mosquitoes don’t leave blood trails so I question the results of the inspection. There were many other issues with this resort, unsanitary food handling conditions that included drink cups not being washed properly at all bars. My granddaughter was sick for two days throwing up because of this or some food that was bad.We were served raw hamburger at the beach food place numerous times. When we returned them and asked for cooked hamburgs the cook threw them on the counter. There were safety issues around the kids pool where children could have been seriously injured, picture included. Garbage was blowing all over the place because of lack of garbage pails on the resort. Service around the diamond club pool and beach was pretty much non existent. We ordered room service breakfast and it was all cold and disgusting and we could not eat it. The buffet food was all cold unless you had something Cooked. We requested salt and pepper shakers at the buffet table and were given a plate of it, picture included. My granddaughters were again served raw hamburgers at the steakhouse and we had to send it back. I was told that I could get Heineken and got it only the first day. They kept telling me to come back in 15 minutes and I never did see any the rest of the week. There was a shortage of ice all the time. There was an issue with spoons at the resort. They were locked up and the employees had to retrieve them in the morning. Had to bug the servers to get a spoon to stir our coffee. The coffee shop always ran out of stir sticks. The pool towels were bleach stained and old. Towel guy said management tells him to just flip them over and roll them up and hand them to people. Not what I expect out of a five star resort. In closing I must say this is the worst resort I have ever stayed at and it clearly is not a 5 star resort that Sunwing sold me and I paid a lot of money for. My party of 7 had numerous issues with this resort and were rudely treated by management. I dealt with all levels of management and finally found the contact information to go above their heads, picture enclosed. They would not give me the General manager Rodolfos email contact. I did contact Sunwing Mexico and their reply was the resort already compensated me with a room upgrade. It was not a room upgrade to me as I could not breath in this room also because of the mould condition. Also this room was smaller then what I was sold by Sunwing. I also spoke to Nexus at the resort and they were no help whatsoever and just said a Sunwing person would be in touch with me. I spoke to management about the room size and he showed me a picture of the rooms and said we had a large room. I asked him if he knew the room sizes and he said no. I explained that this is not the room size I paid for and he just shrugged it off.

Great in some areas, need improvements in others.

Hotel In terms of the hotel itself, it is nice and clean. The resort itself consist of the Royalton Riviera Cancun and the Hideaway at the Royalton Riviera Cancun (Adults only) section which are directly connected with one another. You can explore both the Hideaway and the Royalton Splash as I did not encounter anyone checking to see if you are in the right section. However, everyone is given seperate bracelets to differentiate the section that they are in. If you want lounge chairs by the po [... read more]ol or even near the pool, you have to get a towel and place it there to reserve it. If you do not, you will find that there are no chairs for you to sit in other than the very few that are out in the open with no cover whatsoever. Food The food at Gourmet Marche (Buffet), Hunters Steakhouse, and Taj (Indian) was above average. At Zen (Teppanyaki Grill), you are mostly going there for the show rather than the taste and quality of the food. However, you have to line up at 3:00 pm on the same day to ensure you have a reservation at at the Chef's table. Otherwise you will be ordering from a seperate menu in a seperate table. Personally, I did not like the food at Agave (Mexican) and Grazie Italian Trattoria (Their pasta was subpar but their pizzas was delicious as it was cooked in a wood stone oven). Keep in mind, the wait for your food can take up to 45-60 minute at Hunter's Steakhouse. I would recommend trying the gelato from the Scoops Gelato and Caffe Lounge as they had multiple flavours (Coffee, Mango Passionfrust, strawberry, strawberry with cream, pistachio, pina colada, lime). Room The beds were very comfortable due to their Dreambed mattress. Despite advertisting it, they do not refill our minibar every single day. Therefore, you have to request it with guest services in order for them to refill it. Their rooms are a bit dated in the sense that the mirrors are a bit rusty and their toliet can require multiple flushes. There is that sewer smell from the shower, but I did not mind it as it is a familiar smell in hot and humid countries. Transportation If you wanted to travel to downtown Cancun or anywhere in the hotel zone (Cancun), you have no choice but to use their hotel taxi which I have been quoted $65 USD one way. Uber does not work as the resort is right outside of the border of Cancun. It can get very expensive if you plan to make multiple trips to Cancun. Even if you were to try to walk from the front of the hotel to the front gates of the hotel, it would take approxiate 45-60 minutes for you to do so. The road has no sidewalks and there are signs advising you against doing so due to wildlife living in the mangroves. However, it is not a problem if you plan on staying in the resort for the entire duration of your stay. Summary Although the food was above average and the room itself was quite comfortable, I do not think I would return as I like to travel outside of the resort and sightsee. $65 USD for a one way trip is way too expensive and the lack of alternative transportation options to leave the resort made it feel like I was trapped within the resort.

Amazing resort

Over all was good ground are Beautiful pools are very nice but the room weren’t last time stayed in diamond club room This time building 8 had so many issues with are room . Thing after thing .finally I got another room after three nights then room was in 7 buildings room# 7336 It was the most busiest hallway cannot get any sleep .

Good resort

Rooms are neat and clean. Food is good. They should have printed map of the area, so it's easier to find locations. staff is friendly and helpful. I don't see why I should write more, just so it's 200 words.

Amazing Resort

Check in was fast. We did pre-select our room and that’s the room we received. Service was top notch, pools were clean and buffet was clean and had a great selection of food. There was always something to eat. We did the Steak House and the Italian, again great food, no delays in service.

A total escape!

We needed a break and specifically did not want to be in a city type area, it was an R&R vacation. Royalton Cancun was ideal. The Diamond Club was beyond excellent, our butlers Enrique & Vanessa were completely thoughtful, proactive & accommodating- we never had to ask for any of the services provided with our stay- they engaged us proactively. The resort is in the middle of many upgrades and you would never really know it because the work is being planned not to interrupt guests. The restaurant [... read more]s and kitchens are all very clean and well appointed. The grounds are kept in impeccable order even after a wind storm the clean up was swift. I look forward to the full site refresh under the Marriott Bonvoy banner but we enjoyed every single day. Special appreciation to Ana Gaby from Royalton Excursions who set us up on the perfect and enjoyable adventures.

Royalton Riviera Cancun resort

Just got back from Royalton Riviera Cancun. Overall the resort was beautiful, beach was great rooms were nice and well kept. Pools were good but a little on the chilly side .Entertainment was good and I enjoyed the aquafit class in the main pool. The buffet was excellent and I want to mention some excellent service. Ask to be seated In Orlando's section. Between Orlando and his sidekick Samuel, you will receive some of the best service I have ever experienced in a resort. Also the Carribean  [... read more]restaurant deserves mention. This was our favorite. The chef Luis is a great up and coming new chef. He made our evening twice, serving fantastic meals and personally presenting us with a custom desert plate. Salvador and Cesar provided excellent service. Or favorite restaurants aside from the Caribe were Taj, Algave, Gracie, Zen and Hunters steakhouse in that order. Steaks were good but all sides were served on the cold side. Cudos also to Manuel and Alejandro at the main lobby bar. Thanks for chilling our wine glasses and excellent expresso martinis. Overall we enjoyed this resort but have to cover the bad. We preselected our rooms and paid for the privilege. Our friend who joined us a week later also booked and paid for an adjoining room. On arrival we were told our room was already occupied and tried to switch us to an inferior room in another building overlooking kids pool. After much discussion they put us in a swim up for 2 days and moved us to a room in the same building. Day 3 was spent babysitting our passports while waiting til after 3 for the new room. They did not want to refund our booking fee because our room was in the same building. Also they guaranteed our friend would get the adjoining room. Guess what? She ended up with room on another floor opposite side of building. They moved her to her original room next day and her 2nd day was spent waiting for new room. In the end money was refunded.

Great. Family vacation

We just got back from a family vacation here and it was such a great place to go. Our toddler had an absolute blast and everyone was so friendly! We thought the whole resort was well kept and clean. No issues with anything of that nature at all. The restaurants were a bit hard to get into as we could not make reservations (we were not diamond club) which was a bit tricky with young kids and early bedtimes. We did get into a few of the restaurants and we had very pleasant experiences (just not wi [... read more]th the sports bar). I had trouble with the crib provided as it had a thick soft mattress and a mattress that did not fit (2 inch gap around) with a small infant so I did request a new crib and was given a pack n play which worked perfectly for my little guy. Overall we had a great experience as a group of 10 (6 adults, 2 toddlers and two “babies”).

Amazing Resort

We loved this resort, everything was amazing, room, service, food etc. The rooms had the most amazing showers. My only complaint was if it's really windy the sand on the beach blows around so you can't lay there.

Fair to good Resort

Overall fair to good. Very busy resort. Not enough pool chairs for the people staying there. Unless you were up at 630 to find a chair, you would not get one. Too much emphasis on diamond club. For new years all show seating was reserved for diamond club members only. Rooms were showing wear and tear. They say no reservations required for a la cartes. Thats misleading. They should say you can’t make a reservation unless you’re a diamond club member. Non members have to wait in line and i [... read more]t is hit or miss whether you get in or not. Pools are good. Beach is good. Ocean water is fair.

Fading Allure

At first sight the hotel in general appears well, but after a day or two you notice the peeling, blistered paint, the little bits of maintenance left undone and blown woodwork. The rooms are a good size but again fixtures and fittings are all showing age. The a/c keeps up but housekeeping is inconsistent and not totally on top of things….missing coffee, toiletries and towels. There is however a regular drains’ smell in various places across the property, especially on the landward side. Beac [... read more]h is great and well kept but loungers etc. are in need of repair or replacing. Food is plentiful with lots of choice, though it was seldom above warm. A La carte restaurants were much the same and only able to ensure a reservation by buying a bottle of wine. Staff are friendly but poorly supervised so inconsistent standards.

Average Resort

Very good for families with Kids, near to beach. Poor Room Service, poor food in Room Service. All RestaUrant needs reservation and you have to be in line for hours to make one. Limited beach and pool chairs , so get up at 6 am on your vacation to grab a spot.

Beautiful Resort BUT! make sure you get what you paid for. We had to complain and fight for what we paid for on the 4th day after discovering we had not

Review of Royalton Riviera Resort in Quintana Roo The resort itself was immensely spacious, beautiful, clean and wonderful. Amenities were great and food was varied and delicious. Check in staff and butlers leave something to be desired. We were given a room that was not within the designated Diamond Club area, where we had paid an extra to be located. We were put in the main general area with kids, whereas the Diamond Club area was more exclusive, secluded and further way from the lobby [... read more]. We were told the amenities were exactly the same and we had access to them, and if they were, why the extra $? The two butlers knew that we were put into a room in building 7 not in the designated Diamond Club area, Building 4,5 & 6 and because we did not know this until 4 days later and didn’t complain, they thought we were ok with it. People we met told us about the designated Diamond Club area, the premium beverages, the pools, the better TV channels, the free mini bar and snacks refilled daily in our room etc. Location is everything, and if we paid $ extra to be in the Diamond Club area, that’s where we should have been placed. Evidently, the resort was overbooked, but no one told us that and hence Pamela at the Diamond Club reception area put us in the general area, also without telling us the truth. On day four, they moved us into the Diamond Club area (buildings 4-6) in building 6 at 5pm only after we complained. Pamela blatantly lied to our faces and denied any mistake whatsoever. As compensation, Pamela gave us a wristband that allowed us access to the Hideaway amenities. We believe a complimentary excursion would have been better compensation. The new room they moved us to had a ceiling fan, really powerful air conditioning and a better mattress and better semi ocean view. The process to move rooms took 5 hours as we had to pack up all our belongings, then unpack everything – precious time wasted from our vacation not to mention the stress and having to wait hour for our luggage to be moved. Also no apology from Pamela. Also, a surprise was that we were assigned 2 butlers, one for daytime and one for evening. It’s nice to have butlers, IF YOU NEED THEM, but we could have gotten on fine without them. One did reserve the restaurants for us, and got us extra hangers, but they did not give us the introduction to the resort, which includes scanning the QR code on the TV that lists the perks of Diamond Club and included items that were free as they were supposed to as they said they were busy which we discovered on the 5th day Also, the typical tipping amount is 5% of the daily room rate. We gave them $50.USD each, and only one gave us a thank you. For service rendered. Nothing is mentioned on the resort website about butlers and the added cost for their services. Cleaning staff I understand, but butlers are just another cash grab for the majority of services we could have done ourselves. Some resorts are Honest and up front upon check-in and automatically place you where you should be and upgraded for the inconvenience without having to complain. This one is not one of them.

One of the worst vacation!!!

Aircanada flight delays. Had us waiting in plane while they fix their "safety" issue. Resort was mediocre. Worse customer service ever. Everyone was just looking for tips. Could not find baby milk from 11pm to 6am, had to call room service took 1.5 hours to bring, called front desk they were useless. Half of people dont speak english. Food was nothing special, 3 out of 10. Kids got bored after the first 2 days. Will not recommend this to anyone. Embrassing that this is a Marriott brand

Great Resort ! Family friendly

Had a great family trip & enjoyed the food. Service was also great & no beggars on beach was nice for a change. Overall clean & a variety of activities for kids also. Would definitely recommend it for family or couples. The jacuzzi on the roof of our room was nice upgrade & ocean view.

Great vacation, but the rain

Resort was great, amazing food, no need to reserve for most a la carte, staff very friendly, room very clean and new, beach area great with beach volleyball, lots of chairs free to take, bars around the facility were ok. their times were kinda not too good but we managed. the ocean water was not as clear as we wished . It rained insanely for 2 full days and that sucked! There were racoons on the corridors though that scared us LOL Pools were great as well not too crowded as there are many aro [... read more]und the facility. They didn't prepare our sofa bed for my son which we have asked in the booking so we had to call reception and request and wait for about 20 min before putting him to sleep that night. Didn't like they make you go to your room at arrival and wait for your bag. Bags took about 45 min to arrive in the room . Time of my vacation I could be enjoying the resort. The gym was the best of all resorts we've been!

The wrong vacation

Booked our Mexican family trip with travel agent Nicolle Kirk. We attempted to book the Royalton splash riviera cancun. Talking over the amenities at this resort decided to book the vacation. Was given the link and told to verify the information. Now I assumed I was verifying my OWN information as it stated To make sure the names Were correct etc. what I didn’t realize was that I should have doubled checked the travel agents information on the resort and she booked us a completely different  [... read more]resort. When did I find this error? When we were In Mexico and headed to the wrong resort. We ended up at a smaller resort with a toddler size play area (literally. We were whistled by the lifeguard and we as parents were too big and so was my older son) we wanted a water park so that we could ALL play and enjoy. I emailed Nicolle twice and called a few times and still haven’t heard back from her. The resort we ended up at was nice and the food was very good although we did NOTHING. Accidents do happen and people make mistakes … although maybe some contact to apologize? Some Effort to make things right? I ended up dealing with a manager whom apologized profusely. All in all I would not recommend this agent.