Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

125 reviews

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  Remarkably underwhelming and unwelcoming

  ⭐️⭐️½☆☆ Review of Royalton Saint Lucia Summary (for quick readers) Beautiful location and modern facilities, but persistent service failures, poor food quality, weak Diamond Club value, and serious safety concerns make this a 2½-star experience overall. ⸻ Context (Why this review is reliable) This review is not based on a single stay or a single opinion. In addition to my own experience, I discussed the stay with two independent groups of guests from the United States and Canada, totaling approximately 60 people, as well as local residents familiar with the resort. Across all sources, feedback was remarkably consistent, indicating systemic issues rather than isolated incidents. ⸻ Overall Rating ⭐️⭐️½☆☆ Pricing: 5-star Facilities: 4-star Food: 2-star Service & Safety: 1-star ⸻ 📍 Location & Setting — 4/5 • Private cove with clean, clear water • Scenic surroundings and low humidity • Quiet and visually impressive The location is the resort’s strongest feature. ⸻ 🏨 Facilities & Design — 4/5 • Modern architecture • Clean rooms • Good layout Visually, the resort meets expectations. ⸻ 🍽 Food & Dining — 2/5 • Buffet food was consistently poor, with limited variety and weak execution • Only a few items (barbecue chicken, coleslaw) were acceptable • À la carte restaurants (steakhouse, Tex-Mex) were slightly better, but still underwhelming Dining felt functional, not enjoyable. ⸻ 💎 Diamond Club — 1/5 (Not Worth the Upgrade) • Butler provided no real advantage • Only one restaurant reservation secured over a 9-day stay • Butler used the same booking system as guests • Private Diamond Club beach exists, but: • Food must be ordered through the butler • Average wait time ~2 hours This felt like repackaged access, not premium service. ⸻ 🔐 Security & Safety — 1/5 (Serious Concerns) • Thefts reported from beach cabanas • Open drug sales observed on the beach • Jet Ski rental ran out of fuel in open water due to lack of equipment checks • 2:00 AM fire alarm evacuation with: • No visible management presence • Non-functional room phones (guests had to use cell phones) • Elevators frequently out of service, requiring walks to the 5th floor These issues materially affected guest safety and confidence. ⸻ 🧑‍💼 Service & Hospitality — 1/5 Consistently indifferent service across departments. • Minimal engagement • Requests treated as inconveniences • Lack of accountability This was echoed by nearly all guests spoken with. ⸻ 💰 Value for Money Given pricing and branding, expectations were high. Unfortunately, service, food, safety, and Diamond Club value do not justify the cost. ⸻ Final Verdict ⭐️⭐️½☆☆ A resort with strong physical assets but weak execution, poor service culture, and concerning safety lapses. With meaningful leadership and operational changes, this property could improve—but at present, it does not meet its advertised standard

  Jan 04, 2026
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  Definitely Lacks Service

  Having been a long-time Prime member and a repeat traveler to Royalton resorts, I was genuinely excited about staying at the Royalton Riviera Cancun. Unfortunately, from start to finish, this trip was an absolute disappointment. Upon arrival, we were forced to wait four and a half hours for our room, with little communication or apology from staff. After such a long journey, this immediately set a negative tone. When we finally accessed our room, it became clear that none of the Diamond Club amenities we paid for were provided. One of the most frustrating aspects of this stay was the complete absence of butler service. The butlers were essentially missing in action. Requests went unanswered, messages were ignored, and there was no proactive check-in at any point during our stay. The Diamond Club experience is supposed to elevate your vacation — instead, it felt nonexistent. We ended up handling everything ourselves, which defeats the entire purpose of paying for premium service. I’ve seen many reviews claiming the food is “fantastic,” but I genuinely question what standard they are using. The food quality was inconsistent at best — often lukewarm, poorly seasoned, and lacking variety. Reservations were difficult to secure, and when we did manage to dine at specialty restaurants, the experience did not justify the hype. Service in the restaurants was slow and inattentive, further diminishing the experience. Overall, the service across the resort felt disorganized, understaffed, and indifferent. For a property that markets itself as luxury and charges accordingly, the level of service was far below expectations. As someone who has stayed at Royalton properties before, this was by far vastly different from past locales. This resort may look beautiful, but without proper service and follow-up it’s for nothing.

  Jan 04, 2026
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  Zumba

  The activities were so fun! Especially Zumba with Brandon and Dani…………………….:::.:..,……..:::::…:……:,:…:::.:::.::.:

  Jan 03, 2026
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  Very good resort could be excellent with few improvements

  Good resort but services can be lot better to take this resort to next level Good 1. Resort infrastructure is amazing well organized 2. Food in restaurants are very good quality 3. Bars and restaurants are strategically placed 4. All staffs are very helpful and very courteous Needs improvement 1. Housekeeping needs improvement missing sheets, towel, leaking toilet. They were fixed once complained 2. Nightly entertainment programs can be better. It’s very average 3. Guest services can be improved to avoid long checkin time(30+ mins). Missing complimentary drinks which was mentioned in the contract even after reminding 4. Stuffs inside the resort are very pricey if you plan to buy

  Jan 02, 2026
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  Great time at the Royalton Hideaway Cancun

  Our family had a wonderful time at the Royalton Hideaway Cancun. We splurged for the diamond club level and this made a huge difference. Jocelyn, our butler, made the trip. She gave us exceptional service, was so friendly, kind and efficient. I would request her! We especially enjoyed breakfast in the specialty restaurants. I was also always able to get a beach lounger without waking up at the crack of dawn which is a pet peeve of mine.

  Jan 02, 2026