Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5024 reviews

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  Worst resort experience ever — do NOT book this hotel.

  Our group of 90 people visited Royalton Splash Riviera Cancun for a wedding, and unfortunately this was one of the worst resort experiences any of us have ever had. I’ve stayed at Royalton properties three times now, and all three experiences have been disappointing — but this one was by far the worst. I will never return or recommend this resort to anyone. ⸻ SERVICE & STAFF — Absolutely Unacceptable The staff were consistently rude, dismissive, and unwilling to provide even basic customer service. Many of us were ignored when waving or signaling for assistance. The pool bar even refused to serve our bride multiple times, which is unacceptable for any guest, let alone someone celebrating a milestone event with a large group. Even worse, staff members — including a manager — openly made fun of us and spoke negatively about our group in Spanish, assuming no one would understand. Several guests in our group are fluent in Spanish and heard everything. The disrespect from management shows a complete lack of professionalism and regard for guests. We went to guest services multiple times to report issues, including widespread illness within our group. Their “solutions” were insulting — offering a bottle of champagne or mentioning a cabana “with no guarantee.” It was clear they did not care. They collect your money and treat you like you’re ignorant or irrelevant once you arrive. ⸻ CLEANLINESS, SANITATION & HEALTH ISSUES Sanitation at this resort is extremely poor. Dirty glasses, unclean food areas, and poorly prepared food — especially salads — resulted in nearly 50% of our group getting sick. More than 10 people needed hospital care, and several children contracted strep throat or severe stomach issues. The medical response was appalling: • Two families spent over $5,000 trying to get their sick babies treated. • The ambulance alone cost $900, and it was $250 just to bring a doctor to your room. • Staff would not assist unless payment was made upfront — even during emergencies. • We had to kick down the door of the “24-hour emergency medical room,” which is hidden and impossible to locate quickly in a real emergency. No one should ever feel this unsafe or unsupported while on vacation. ⸻ ROOMS & HOUSEKEEPING Our room was barely cleaned despite multiple requests. My son was sick for two days and we couldn’t leave the room, yet: • The floor was never swept • Nothing was properly sanitized • Towels were not refreshed • Garbage was left on the balcony The level of housekeeping is unacceptable for any resort that claims to be luxury. ⸻ FOOD & RESTAURANTS The food was extremely salty, lacked variety, and did not taste fresh. Reservations were impossible to get, yet restaurants were half-empty when we finally walked in. Nothing is organized properly, and the quality is far below standard. ⸻ RESORT, BEACH & AMENITIES The beach was extremely disappointing. The water was dark brown and murky, which is nothing like the beautiful turquoise beaches Cancun is known for. I’ve been to Cancun four times, and this was by far the worst beach I’ve seen. There are also crocodile warnings throughout the surrounding areas, which is unsettling for families with children. ⸻ TRANSPORTATION & OVERCHARGING Leaving the resort is another nightmare. If you want to go to the Cancun hotel zone, it costs $80 USD per person just to get from the hotel to the main road. After that, it’s another $100 USD to get to your actual destination. It’s obvious that multiple parties are getting a cut from overcharging tourists. The pricing is predatory, unreasonable, and creates a feeling of being trapped at the resort unless you pay outrageous fees. ⸻ OVERALL EXPERIENCE Not one person in our group of 90 had a positive experience. We felt helpless, ignored, overcharged, and mistreated from start to finish. Between the disrespectful staff, poor sanitation, medical dangers, and predatory transportation costs, this resort fails on every level. This is a 3-star property at best with 1-star service, 1-star cleanliness, and 0-star customer care. Save your money and choose another resort. Royalton Splash Riviera Cancun was the worst travel experience we have ever had, and they have permanently lost our trust.

  Dec 11, 2025
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  Hibachi with Jesus!!

  Jesus from Zen Teppanyaki was amazing!!! Made our dinner experience well worth it and so enjoyable! Best grill flipper there is! Woot woot!!

  Dec 11, 2025
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  Relaxing Christmas winter sun break

  Beautiful resort with plenty of restaurant options to suit all. Stunning sea view room with sunshine for most of the day. Great service by all staff we encountered. Our butlers, Caesar & Valentin, were super friendly & efficient with booking restaurants, arranging room service & even helping when we had a hiccup with a day trip. Don’t want to leave!

  Dec 11, 2025
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  Great resort, great service, terrible food!

  This family trip started badly with our luggage not making it but diamond club assistants Cristian and Sylvanna made things very comfortable right from when we checked in until we got our luggage 4 days later. Unknown to them (and not their fault) the luggage actually came to the resort the next day after arrival and never got taken to the diamond club. Bad management overall. The resort grounds were beautiful and all services was top shelf. Sadly, most of the 13 family members got sick because of the food and many other guest were complaining of the same thing. The buffet was great, the a la cartes…terrible with the exception of the Teppaniaki House where the server put on an incredible show and cooked the food perfectly.

  Dec 11, 2025
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  Not a Royalton experience.

  We have stayed at various Royaltons six times and this was the worst. The front desk was unhelpful when I complained about the noise with a large high school grad class staying with their friends and family who were literally screaming in the hallways and banging on the doors. The waterpark was never fully running and I banged my knee seriously in the sphere one. The food was mediocre compared to the others and I dont know if it is because they changed ownership. The drinks were weak and the rooms were already feeling shabby. The hype staff were nice and energetic. I do not recommend this place certainly not during peak school breaks. It was a nightmare.

  Dec 11, 2025