Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5282 reviews

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  Royalton Splash - one of the best

  Our family had an amazing week at Royalton Splash! The atmosphere was great, one of the best we’ve experienced.. Everyone was friendly and welcoming. When we arrived, we were greeted by Alexandra made sure our check in process is smooth and painless, which made us feel welcome right away. We got to the hotel, received our bracelets, and were in our room in less than 30 minutes, which was really impressive. Our butlers, Jhonny and Clarisa, were absolutely top notch. Anytime we asked for something, they replied almost right away. They always went above and beyond to help us reserve restaurants at the times we wanted. There are 8 a-la-carte restaurants and one buffet, and this was the first trip where we didn’t go to the buffet for dinner. Jhonny and Clarisa made sure everything was taken care of so we could just relax and enjoy our vacation stress free. Thank you both so much! Last but not least, a big shout-out to Leonardo at the poolside. He was ALWAYS there when you needed a drink. He had a great energy and service every single time. Unfortunately, we didn't get to use the water park as often as we wanted but it's a plus for all age group.. We would definitely come back again.

  Jan 24, 2026
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  Check for double charge for your entire stay

  I booked my hotel but during the initial reservation, I added 2 kids, but it did not ask me to mention their age. It defaulted them to 1 and 1. The original booking came out to 3350$. But later I modified the reservation and set their age correctly, since the resort is all inclusive it increased the price to 5000$. My card two weeks prior to arrival was charged 3350$. On arrival, they demanded 5000$ again and mentioning that the charge for 3350$ will be reversed soon. You are in a new country with no options and I had to pay 5000$. After returning, it is a month and I am unable to recover 3350$ I paid. There is only email support for post travel and they will conveniently ignore your email. You can talk to reservation via phone and they will redirect you to voicemail for spanish. No replies so far, credit card company is asking for so much proof and they may fight the credit card companies and you will be unable to recover this money.

  Jan 23, 2026
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  Disappointing Stay Due to Health, Service, and Billing Issues

  The resort itself is visually beautiful, and at first glance it appeared to be a nice place to stay. We were there for a wedding, and my husband was a groomsman, so this trip was especially important to us. Unfortunately, our experience was negatively impacted almost immediately. Upon arrival, we were overcharged because our deposit was not deducted from the final balance. The charge was processed in pesos, which made the overcharge difficult to identify at first. It was only after another guest traveling with us mentioned the same issue that we reviewed our charges more closely. Despite visiting the front desk several times over multiple days, the resort acknowledged the issue but refused to refund the overcharge while we were there, even though it was clearly their mistake. Health concerns were a major issue throughout our stay. Over 50 wedding guests experienced vomiting and diarrhea, along with other resort guests we met who reported similar symptoms. My husband became sick the morning of the wedding and nearly missed the ceremony. He was unable to attend the reception and took 3–4 days to fully recover, which significantly affected our trip. Room conditions were also disappointing. We had cold water every evening around 5 pm, slow drainage in both the sink and in-room tub, and the jacuzzi tub on our deck had no hot water for 4 of the 7 days. We were finally able to use it on day four, but only for one day. The hallways frequently smelled like septic, and during our last two days there was a strong paint smell throughout. Noise echoed loudly in the hallways at night and carried directly into our room, making it difficult to sleep. Service at the pool and pool bars was inconsistent and frustrating. Although this is marketed as an all-inclusive resort, wait staff routinely prioritized guests who were tipping with cash. I was passed over multiple times while seated at the pool, while guests next to me were served. I eventually had to walk up to the bar for service because I did not have cash on me. Dinner reservations were also scarce to come by. Many were not available until 9pm and were limited almost forcing you to use the buffet. The spa was the one standout positive of the trip. It was clean, relaxing, and staffed by friendly professionals. The hydrotherapy circuit and massage were excellent and truly the highlight of our stay. Another disappointment was that there are no hot tubs available unless you are staying in the Diamond Club, which felt unnecessarily restrictive for an all-inclusive resort. While the resort is attractive and the spa is excellent, the billing errors, refusal to correct their mistake on-site, widespread illness, room maintenance issues, and inconsistent service made this a very disappointing experience. I would strongly caution travelers, especially those attending weddings or group events.

  Jan 23, 2026
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  We had a great time but would not ever return, too loud, too much illness and the food is subpar.

  My family and I typically vacation at the Royalton Riviera Cancun next door to this property. We have been waiting for my son to be tall enough to go on all of the slides before booking this resort. Property: Very beautiful and well maintained. There are always employees cleaning and doing maintenance throughout the day. Food: We were not overly impressed with anything. The buffet here was the worst we have been to. The food was always cold unless you went to a station where they were preparing something for you. Despite the food not being the greatest, we still had amazing service at many of the restaurants. We had amazing service every breakfast from Gaspar at the buffet, he really went above and beyond to ensure my family was well looked after. We did Hunters steakhouse a couple of nights during our stay. The first night we went we had Edwin and he was the best we had all week. So friendly, attentive, and wonderful. He truly made our experience there so great. Another great experience we had was at Smoke. Our server was Antonio and he was perfect. He helped us decide on appetizers for the table and really gave us time to enjoy our food without pushing us through. The sports bar had really great chicken wings but the service was very slow at times. Mardo was our server and we couldn’t have asked for better. He was funny and on the ball with everything. Drinks: It’s a Mexican all inclusive, they were about the same as any other place we’ve been. We were pleased that they do offer Heineken 0% as my husband does not drink alcohol and he was still able to join in. Our favourite bar was Martini Mix, Ernesto was lovely, he kept the drinks flowing and always made special drinks for my kids. Waterpark and splash pad: We thought our kids would love these spots but they honestly didn’t. They hit both places up on the first day and never really wanted to go back. The slides at the waterpark are a little frightening, my daughter’s swim shorts were ripped up after going on one of them. My kids were happiest in the pools so that’s what we stuck with. Kids club: My son went to kids club almost every day of our stay for an hour or two and really enjoyed it. All of the ladies in there were so friendly. I wish I remembered to take down all of their names but the only ones I got were the two ladies who painted my kids faces at the circus night, Alicia and Roxanna. They did such a beautiful job! Sun loungers: For the first two days we were there, we strolled over to the pool after breakfast and we were able to find chairs no problem, by day 3 that had changed. Every day after that if you weren’t out there by 7am, they were all reserved. There isn’t a lot of shade at this resort so everyone wants a spot so they have an umbrella. Room: It was just as advertised. We ended up in a 2 queen room with pull out chair. We were room 12220, the building was soooooo loud all night long. Between guests out there screaming in the halls to the coatis banging dishes around while they ate from everyone’s room service dishes, sleep was hard to come by. You could even hear surrounding neighbours toilets flush. There is no soundproofing at all. The beds were the most uncomfortable I have slept in, usually I love the Royalton mattresses and thought that they were all the same but these beds were so firm that my hips ached everyday. Entertainment: The usual resort entertainment, we all enjoyed the nightly shows! Sickness: We travel twice a year to all inclusives in Mexico and have never before ended up sick on vacation. We know that is the risk you run when you travel during cold and flu season, especially to places that have people from all over the world. On day 3 is when the sickness for us started, 5/6 of us ended up with upset stomachs, fevers and vomiting. We saw and talked to so many others who had been sick as well. Hard to know if it was a GI bug vs food poisoning. It was fine though, we got through it and didn’t let it ruin our trip. All in all, the resort was nice and we had a good time although we would never return. We prefer the beds, layout and buffet/restaurants of the RRC.

  Jan 23, 2026
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  Lovely Getaway for Friends!

  This was my second time at the property and it’s still phenomenal. This trip was a ladies’ weekend with friends. Everything was incredible, from the food, drinks, entertainment, and particularly the care and attention our two Diamond Club butlers, Andrés and Francisco, showed us during the stay. From unpacking for us, making dinner reservations, ensuring we had everything we needed in the room (water, snacks, etc.), and offering to make our stay easier and more pleasant, they could do it all. I highly recommend going for the Diamond Club service - it’s a splurge that’s absolutely worth it. Additionally, the Diamond Club lounge is a fun spot where to hangout and have snacks, get a drink, or just relax. The bartender, Armando, is wonderful and makes great cocktails. All the restaurants we tried were great, but the French restaurant (Ma Maison) was the best by far. Zen provided tasty food and an entertaining show as well! Very minor areas for improvement to take it to the next level (such as having more heated pools/hot tubs, improved fitness classes with accurate descriptions, although the gym is fantastic), but these are tiny feedback items. Overall, this is a great resort, with attentive staff, and you will have a great time.

  Jan 22, 2026