Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6606 reviews

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  Bali Bed - Princess treatment

  Jorge was absolutely wonderful, very attentive to me and my besties needs and he suggested great drinks.

  Oct 12, 2026
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  Worst Vacation Ever!!

  Our experience was absolutely horrible from beginning to end. We purchased Diamond Club and We expected a high-quality, relaxing vacation with exceptional customer service. Instead, we experienced misleading room descriptions, incorrect charges, unacceptable maintenance issues, unresponsive staff, poor food, and countless inconveniences. We spent more time arguing with management, dealing with room problems, and requesting services we had already paid for than actually enjoying our vacation. 1. At check-in, we upgraded our Luxury Junior Suite Ocean Front Diamond Club room to what we were told would be a two-bedroom, oceanfront Diamond Club suite. We were quoted one total price for this upgrade. We later discovered that the resort had charged us for BOTH our original room, which we never occupied, AND the upgraded accommodations. When we brought this mistake to their attention, the staff initially refused to refund the original room. We spent TWO DAYS fighting to have the incorrect charges credited back to our credit card. Staff argued with us, gave us conflicting information, and refused to take responsibility for an error made by the resort. To make matters worse, the supposed “two-bedroom suite” was not what we expected. It was simply two standard Luxury Junior Suites connected by a door, otherwise known as a “Family Suite”. (Multiple staff members told us this). We paid additional money expecting an actual two-bedroom suite, not two connecting standard rooms. 2. One of our upgraded rooms had broken air conditioning. Despite repeated complaints, it took over 12 HOURS to receive assistance. Our evening butler and resort maintenance essentially ignored our concerns while we were left in an unbearably hot room. Eventually, we were finally moved. Unfortunately, the problems did not stop there. While we were out to dinner, one of the rooms basically flooded from the bathroom, into the hall, and ponded at the door. We contacted our evening butler, who again ignored our messages. We had to contact maintenance ourselves, and by the time someone arrived, WE had already soaked up the majority of the water with every available towel from both rooms. The following day, maintenance spent approximately FIVE HOURS inside our room, leaving the door open to the outside the entire time. The room became extremely hot, and our personal belongings were left exposed to anyone walking by. Our vacation was consumed by maintenance problems, switching rooms, repeatedly contacting staff, and arguing about charges. This is absolutely unacceptable for any resort, especially one advertising a luxury Diamond Club. 3. We received very little of what was promised. * We were not placed in the Diamond Club building. Instead, our rooms were far away from many of the resort’s amenities. * We had five different butlers assigned during our stay, and we NEVER heard from THREE of them. * Our daytime butler Enrique was amazing and one of the few positive aspects of our experience. Unfortunately, the evening butlers were extremely disappointing, unresponsive, and repeatedly ignored our messages. * Requests for additional towels and other basic necessities went unanswered on multiple occasions. * Diamond Club advertised daily snack replenishment in our room. Our snacks were stocked ONE TIME during our entire stay. * Premium liquor was advertised as a Diamond Club benefit, yet premium brands were not available. 4. The resort’s website advertises a beautiful tropical beach with inviting ocean water. The reality was completely different. The beach was covered in excessive seaweed, and the ocean water was an unpleasant brown color filled with seaweed. The ocean warning flag remained red approximately 95% of our stay, making the beach essentially unusable. We chose a beachfront resort expecting to enjoy the beautiful Caribbean water, and we could not even enjoy the beach. 5. One of the most frustrating aspects of our stay was the relentless sales pressure from excursion and spa vendors. We were approached multiple times every single day, often by several different vendors within a short period. At one point, SIX different vendors approached us within ONE HOUR! 6. The resort advertised daily morning activities both on its posted schedules and through its app. On four separate occasions, we arrived at the designated location early and waited more than 45 MINUTES, only for absolutely no staff members to show up and the advertised activity never to take place. 7. The food throughout the resort was extremely disappointing. One particularly frustrating experience occurred at Smoke restaurant. We specifically selected this restaurant based on the menu displayed in the Royalton app. However, when we arrived, we discovered that the actual restaurant menu was completely different from the menu advertised in the app. We were required to order from the restaurant’s menu, which did not offer the selections we had anticipated. The food itself was awful, making the experience even more disappointing. 8. Aside from our wonderful daytime butler, we found much of the staff to be unfriendly, unhelpful, or completely unresponsive. We repeatedly had to chase down staff, follow up on ignored requests, argue about billing errors, and demand assistance for issues that should have been addressed immediately. ** Our Vacation was basically Ruined by Poor Service. After the money we paid, we had expectations that were set high. Instead, we experienced: * Incorrect billing that took two days of arguing to resolve. * Broken air conditioning and flooded accommodations. * Hours of maintenance work and repeated room changes. * Unresponsive butlers and ignored requests. * Diamond Club amenities that were not consistently provided. * Unusable beach conditions. * Constant sales pressure. * Advertised activities that never happened. * Poor food, inaccurate restaurant menus, and inconvenient dinner reservations. * A complete lack of meaningful customer service, accountability, or compensation. The most disappointing part is that we cannot get back the vacation time we lost. Instead of making wonderful memories with our family, we spent much of our trip stressed, frustrated, and trying to get the resort to correct its own mistakes. We will NEVER stay at Royalton Splash Riviera Cancun again. We will NEVER recommend this resort to anyone!!!

  Oct 11, 2026
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  Great family vacation made better by the staff!

  Just came home from one of the most beautiful resorts I've ever stayed in. The service was impeccable and the attention to detail with cleanliness was phenomenal. Our butlers, Eliu and Gonzalo, were amazing. We received such attention and courteous service from both of them. They treated us as family. There was plenty to do, from excursions, the water park, spa treatments, and nightly events. We even got it worked out for the resort to prepare fish, that my stepson and I caught, for one of our lunches. While the room service food was a bit inconsistent, there was plenty to pick from in the restaurants, especially the Italian and Tepenyakki restaurants. Noteworthy info: I'd always recommend Eliu and Gonzalo for butlers. But I'm sure the others are great too. The entire resort was so very accommodating. Overall, just an absolute phenomenal time for my family!!

  Oct 11, 2026
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  Great butler service

  Our butlers, Dulce and Andres, were very friendly, hospitable and attentive. They made our experience special.

  Oct 11, 2026
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  Royalton Splash

  Great experience. Rick and Alex our butlers were fantastic. They met all of our needs and super friendly!!

  Oct 11, 2026