Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21498 reviews

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  Terrible experience at the Royalton

  Just got home from a one week stay at the Royalton Riviera Cancun and felt the need to warn others about staying here as our experience was quite terrible. We traveled with family (10 of us in total across 4 rooms) and took issue with the following things: - Noise - yes, it’s spring break time but the hotel did not monitor for excessive noise after 11pm and even when we called multiple times to complain about the excessive and ongoing partying in the rooms next to and above us they didn’t do anything about it. We changed rooms on the third day only to be placed in an even noisier section of the hotel. I’ve never been to a hotel where security isn’t monitoring for excessive noise in the middle of the night. It was a free for all. - Reservations - the app that is used to make reservations is complete garbage as it only allows you to make resos 2 days in advance, with most time slots being unavailable (there’d be an occasional 9:30 pm time slot that would be available but who wants to eat at that time, especially with young kids). The hotel also tries to charge a fee of $300 USD if you want a reso for 10 people which is insane. - Service - all of the staff (with the exception of the lovely fitness staff crew and the poolside servers like Ramiro, who was awesome all week!) seemed very unhappy and actually quite apathetic when it came to dealing with issues we brought up. When we were trying to switch rooms on day 3 due to the noise issues with our original room the young woman who was “helping us” at the front desk actually walked away and opened a different line of check ins. It was mind-boggling. It’s very clear that this “high end” resort is understaffed and that the staff they do have do not want to be there. We are always sure to tip generously and even when tipping we found that many of the staff could hardly be bothered to say thanks or offer a smile. - Housekeeping - we had issues all week with not having towels replenished. Also, some days our room wasn’t even cleaned, despite having the “Please Service” sign hung on the outside door handle. All in all, it’s safe to say that our entire crew (most of whom have been traveling to Mexico at least once a year for the past 20+ years) will not be staying at a Royalton again in the future.

  Mar 17, 2025
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  Hey Royalton Riviera Cancun, what happened to you?

  This was our 4th time staying at this resort and it was underwhelming to say the least. Certainly a different experience than we have had in the past. Diamond Club check-in was transactional at best...we arrive a couple of hours before check-in, we paid, got our wrist bands and were told to grab lunch or sit by the pool until our room was ready. Check-in was at 3pm so at 3:30 when we hadn't heard from the front deck, we attempted to go to our room to find out our wrist bands didn't work. I went back to the Diamond Club check-in office and encountered an extremely rude employee, who told me our room wasn't ready because there was a line at the check-in office (when there was no line). After requesting to talk to someone else we learned that our room was ready but we hadn't been told that we had to come back to the office to activate our wrist bands. The person helping us then asked for my valet tag and said our bags would be delivered soon. At 4:15, I went to check on our bags and found 4 people standing around so I took our bags to the room. -Service was not good all week. The first day the housekeepers took our dirty towels but didn't replenish them. After a few calls and messages on the app, someone brought us 2 towels (there were 4 of us in the room and originally there were 4 towels, 4 hand towels and 4 wash clothes). No matter how many times we asked through various methods, we never saw a full complement of towels for the rest of our stay. -There was also an awful odor that came into our room during the day which smelled much like sewage coming from an area by the main pool. It was in the air around the pool area and in our room our entire stay. The same smell seemed to be in the entry area of the buffet. Either dirty water from the mops or the smell from outside made it difficult to enter the buffet building or stay for too long and eat. -We also noticed that the food quality and quantity has gone down since our last visit. The meat is super fatty and the serving sizes are much smaller. The sushi is very small and somewhat fishy, not what we have experienced in the past. -The bars (pool and Diamond Club beach) ran out of mezcal on our second day and no matter how many request we made, it was not replinished. The beach bar also ran our of all canned beer except Sol and Coor Light on our last day at the resort. That had not been the case in our previous visits. -Finally the overall mood of the staff seems to have gotten much worse than it was in past stays. No one seems happy, no one seems to smile, no one seems to appreciate a customer who tips at every opportunity or who just wants a little help from staff. I am guessing this will be our last stay at Royalton Riviera Cancun. we had really enjoyed our stays there before and the service the resort provided. For a resort that tries to be above average and charge a little more money that other resorts at the same level, this stay was extremely disappointing The only saving grace from the trip was the staff couldn't mess up the weather and we got 4 beautiful days on the beach but little else met expectations.

  Mar 16, 2025
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  Royalton Fit Team

  The fitness center was amazing. A variety of clean and functioning equipment with two floors. Friendly and kind staff of Luis, Brandon, Eddy, and Josh make the fitness center very welcoming and comfortable like your home gym. Best resort/hotel fitness center.

  Mar 16, 2025
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  Not as promised

  Our Butlers Nassar Morales and Alejandro were absolutely amazing. They catered to our every need in an expeditious manner. The pool men Jose and Rodrigo were the absolute best. Unfortunately, could not use the Hot Tub in the Presidential Suite ($$$$) as it was cold as ice. Even though we complained several times about it not just being cold but dirty the issue was not rectified. Our room did not have robes and we had to request one three times before it was delivered and when we finally received the robes they were dingy and very wrinkled. We requested slippers which were never delivered - instead room service delivered a pillow (SMH), and a broken lounger was never replaced. Our room had ants crawling around on the bathroom counter and the main bathroom shower had a horrible smell and the water was cold. After two days the water was fixed but the smell was still there. (We should have been given complimentary beach bag and slippers for you to take home as a special gift. Luxurious 100% pure fine cotton robes in your room.) Although we addressed these issues with our butlers, the hotel did not fix our issues. Our butlers made dinner reservations for us and each time the restaurants claimed that they either did not have the reservations or that they were for a different time. Had it not been for these issues, we would have had an amazing time. But keeping in mind the amount of money we spent to stay as Diamond Members in the Presidential Suite, I was less than impressed.

  Mar 16, 2025
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  Terrible service, terrible food, don’t recommend.

  Just finished my stay here March 2025 for a friend’s wedding. Food is okay sometimes but absolutely horrible more often than not. I’m not generally a picky eater for perspective. The service is horrible, you have to make a reservation for every single restaurant otherwise they will not allow you to eat there… no exceptions. Even after making a reservation we ate at zen…had the most rude server I’ve ever experienced, food was terrible, slow…our reservation was for 7:00pm we ate at around 9:00. There’s kids everywhere in the bars, like not 18 year old kids… legit 13 year olds drinking in the bars. Most places treat you like you’re the employee… you almost forget you’re paying to be there the way they talk to you. Our friends who also came for the wedding booked 4 days and prepaid. Came… they said, “we don’t have a room for you that you booked so we have to upgrade you but you’re going to have to move mid stay.” Sounds great but problem is they move was on the day of the wedding. They got kicked out of their room for the 4 hours preceding the wedding and had to get ready in our room. The guest service was so rude to them and so absolutely nothing to remedy it. They said, “the other guest paid for your room and so needs to have it when they arrive.” Forgetting they are also a guest who paid for a room and didn’t get it. Just terrible. Don’t recommend.

  Mar 15, 2025