Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6466 reviews

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  Exceptional Diamond Club Staff Made This a 4.5-Star Stay

  We spent seven nights at Royalton Splash Riviera Cancun, Wednesday to Wednesday in early September, staying in an oceanfront Diamond Club Luxury Junior Suite. Overall, I would rate our experience 4.5 out of 5. The resort had some shortcomings, but its exceptional staff elevated our stay tremendously. As soon as we arrived, Yosselin Chan checked us in at the Diamond Club lounge, allowing us to skip the main front-desk line. She was wonderful from that very first interaction. Yosselin was also the manager of our butler, Daniel, and I always enjoyed seeing and speaking with her throughout the week. She was one of the clear standouts of our stay. Everyone else we encountered in Diamond Club was fantastic as well. Armando, Yuliana, and Carmela brought great conversation, countless smiles, and genuine warmth to my family. We truly enjoyed meeting them and getting to know them. The true star of our experience, however, was our butler, Daniel “Tiger” Raya. We had never had a butler before and didn’t know what to expect. Daniel turned out to be one of the best human beings we have ever met. He constantly went above and beyond to make our stay as enjoyable as possible. He would even arrive at our dinner reservations ahead of us and check us in so we wouldn’t have to wait. Small touches like that create the premium experience you hope to receive when paying for Diamond Club. Beyond everything Daniel did for us, his kindness and genuine concern for his guests were obvious. He somehow made us feel as though our family was the only one he was taking care of. In my opinion, he is destined for management, or perhaps to run a resort of his own someday. He completely understands hospitality, and we were incredibly appreciative of how much he added to our vacation. Our suite was clean, the beds were comfortable, and the oceanfront view was beautiful. Unfortunately, the air conditioning was not working at full capacity. Even with the thermostat set to 18°C, the room remained consistently warm. We reported it to Daniel, and he immediately sent someone to address it. The repair resulted in a slight improvement and made the room bearable, although it never became as cool as we would have preferred. Daniel’s quick response was appreciated. The pools were great, and our family had a lot of fun at the splash pad and lazy river. The Vibe Team was amazing, and the young man and woman who hosted karaoke did a wonderful job. Luis at the lobby bar also deserves recognition. That man is a true mixologist! Zen was our favorite dining experience. The teppanyaki chefs were entertaining, and the food and atmosphere made dinner exciting. Rio, the Brazilian-style steakhouse, also served very good steaks and meats. We actually thought the meats at Rio were better than those at the heavily promoted Hunter Steakhouse. Hunter was our biggest dining disappointment. I expected a traditional New York strip when ordering the “New York steak,” but what arrived was a thin cut resembling flank steak. It was overcooked and approximately 70% gristle and fat. The alternative was upgrading to a tomahawk steak for an additional $150 USD, with no real middle-ground option between the two. Agave, the resort’s Mexican restaurant, had good flavors overall, and the guacamole was excellent. However, my mole was served cold. I am not sure whether that was intentional, but when ordering mole enchiladas, I expected the sauce to arrive hot. The beach and ocean were the biggest disappointments. During our stay, there was a large amount of floating seaweed and seagrass, and the water was brown rather than the turquoise color we had expected. The resort’s location near the reef may also influence the appearance and movement of the water. At one point, the beach was temporarily closed because of crocodiles. We understand that the resort cannot control ocean conditions or wildlife, but guests choosing this property primarily for a turquoise Caribbean beach should manage their expectations. Fortunately, the resort’s pools and water attractions gave us plenty of alternatives, and we took an excursion where we were able to enjoy the clear turquoise water we had hoped to see. One final observation for Royalton management: with so much expansion taking place, it would be nice to see closer on-site parking provided for the employees. On our trips to and from the resort, we saw cars parked along both sides of the access road and employees walking a considerable distance to the hotel. Our transportation provider told us that employees make this walk rain or shine. None of the staff complained to us, but it seemed strange that the people working so hard to provide excellent service did not have more convenient parking. Despite the issues with the beach, air conditioning, and a few meals, we had a very good vacation. The staff, especially Daniel “Tiger” Raya, Yosselin Chan, Yuliana, Armando, and Carmela, are what elevated this resort to a 4.5-star experience for us. Their genuine warmth and outstanding service meant far more to our family than the disappointments we encountered. We would recommend Royalton Splash Riviera Cancun to families who value excellent service, pools, water attractions, entertainment, and a lively resort atmosphere. If having a pristine turquoise beach is your top priority, however, I would check current beach conditions before booking.

  Sep 08, 2026
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  Excellent, Relaxing and pampering Vacation

  We have been to the Royalton Splash 3 years in row. Family trip, friends trip which was a first time in Cancun for some of them. The atmosphere is always welcoming and the service has been wonderful. From the moment we arrived Rafael picked us up and took us to our Prime office to get checked in. Meeting with a long awaited champagne to begin our relaxation. Shortly after handing us to our awesome butlers.. Richardo(Rick) and Alex who quickly showed that they would go above and beyond to take care of our needs and to get us settled in. Richardo’s expediance to clear up a few hiccups with our room. Gave us the sense that we were going to be in the Best hands during our 10 day stay. We are members and our expectations were very high and they met us at every turn. The room we ended up with was none the less a good room. Clean and convenient and accessible. The cleaning crew was very friendly and detailed when we needed service. The amenities here are often top notch. This visit we used the Spa and it was absolutely amazing. We had the fava and tequila massage ( Theresa ) was very pleasant and took great care with her massage. The hydrotherapy experience was fantastic.. it was my first time and I was blown away with the facilities. As for the Gym - I am avid Pickleballer and when I couldn’t get a game going I spent my time with awesome coaches not missing any of Gerardo’s Zumba classes and Yoga. The energy he brought teaching was contagious. Made the class so much fun that we would always say “one more song” 😃 getting the best calorie burn 🔥. Wow- he is truly a Gem for the Royalton health club. I also had an amazing time in Yuri kick boxing class. She is a little drill sergeant holding you accountable at every station. By the time I got thru her class I felt like I was a warrior all pumped up and ready to take on the next class. When I thought I couldn’t go any longer - she inspired me and I pulled out more energy. What a Super staff they have in their facility. If they keep this going and continue to focus on small wins they will continue to be one of the best family resorts.

  Sep 08, 2026
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  Excellent Experience Splash

  Ive had the best experience and customer service in Royalton Splash cancun and i would like to share the names of some of the members who work here that went above and beyond. Valentin, Aldyr (Butler), Armando (Prime), Roberto, Victor, Fabian y Jesus (Meseros)

  Sep 08, 2026
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  Excellent service, great for families

  We had a great stay with our boys here! Service is incredible, and the people who work here truly care. That was the best part. A special shoutout to a few of our favorites. First and foremost, Ignacio, a server by the pool was absolutely incredible. He practiced Spanish with me which was so thoughtful and helpful; I truly appreciated his patience! Ignacio was attentive, kind, welcoming, and offered incredible service, always with a smile. He truly made our stay special. Paula by the pool was also a delight! Excellent service! A huge thank you to our butlers Ricardo and Alex! They were helpful, hilarious, knowledgeable, and went above and beyond to ensure our boys had a great stay. We appreciate the good vibes at this resort and look forward to returning!

  Sep 08, 2026
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  terrible experience

  Honestly, my experience at this resort was horrible. It felt like everywhere you go, they are trying to get you to spend more money. Even after paying for Diamond Club, there were constantly additional things being pushed or offered at an extra cost. The biggest disappointment was the $600 resort coupon booklet that was included with my Diamond Club package. I was given the booklet two days after arriving, which already limited the time I had to use the coupons. At checkout, I asked them to apply two of the coupons that I had not been able to use. I was told that they could not use them anymore because of their policy. I was extremely frustrated and asked why, considering the coupons were provided as part of the package and I had received the booklet late. Unfortunately, there was no reasonable solution offered. This whole coupon system feels very misleading. If you are advertising a $600 coupon booklet, but there are so many restrictions on when and how you can use it, and the booklet is provided late during the stay, it does not feel like a real $600 benefit. Heads-up to anyone considering Diamond Club: read the fine print carefully and ask exactly when you will receive the coupon booklet and what the restrictions are. Don't assume you will actually be able to use the full advertised value. Overall, I felt like the resort was much more focused on getting guests to spend additional money than on providing a relaxing vacation experience. Based on my experience, I would not recommend paying extra for Diamond Club just for these supposed benefits.

  Sep 08, 2026