Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6489 reviews

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  10 stars Arturo

  Arturo in Zen was very nice !!!!!!! His service was so great for thr hibachi !!!! Give him a raise 10 stars !! Across the board ! Food was great !!!

  Sep 13, 2026
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  Sisters holiday both 50+ 6th Sept to 13th Sept 2026

  Myself and my sister both 50+ stayed here for 1 week a lovely hotel all staff very friendly and attentive with or without being given a tip pools are big we found the infinity one the best quite enough with steps all down one side to sit on waiters vome round from about 10.30 till about 3pm. Food in the buffet was ok could do with french fries though drinks modtly good. Rooms lovely beds a little hard i would have liked a matress topper on mine. The wirst part were the lifts we were on the 4th floor and could only find 1 lift that goues up and that was in the hide away section yet the all come down from 4 to 1 this did not make sense at all. The entertainment was poor no interaction with guests around the other pools no communication except on the main screen but if your not looking at it youll not know and when they are on the stage we struggled to here them best show was Michael jackson but it needed to be longer and the karaoke joght was good. They also need more seats the tall blue ones with cushions and a rain canopy that you can put out at night incase it rains so you dont have to squeeze everyone in to the bar area. We did not stay diamond club and did not do any of the other restaurants

  Sep 13, 2026
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  Mr. E the best

  Mr. Enrique was so pleasant, helpful and very kind. His house hospitality was awesome. It’s all goes out to him for making my stay extra.

  Sep 13, 2026
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  Amazing holiday

  It is a great location, atmosphere brilliant good value. Butlers have been amazing especially Valentin, Aldayr, Viktor and Iran. Can’t do enough for you and without them we would have really struggled getting are allergy’s meet. Also they go above and beyond to make sure your needs are met, bookings are made and just generally help you with anything. The rooms are spacious we asked for 2 queen beds and rooms next to each other and it was honered. The holiday has been amazing so clean but the butlers are the ones that have made it truly special

  Sep 12, 2026
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  Not a 5 star experience

  My family and I traveled as part of a group of seven families occupying seven rooms at the resort. There we several serious service failures. 1. Room access failure at check-in. Our wristbands did not work upon arrival. After several hours and multiple visits to the front desk, a technician was sent to the room but was unable to resolve the issue. As a result, I was unable to reliably enter and exit my room and lost the majority of my first day. When I raised this at the front desk, I was told the resort had attempted to contact me via WhatsApp. WhatsApp is not a communication method I agreed to or was monitoring, and it is not an acceptable substitute for resolving a basic room-access problem. 2. Conduct of front desk supervisor "Mario." When I brought the access issue to the front desk, the supervisor identified as Mario was dismissive and unprofessional and made no meaningful effort to remedy the lost time or the underlying problem. This is not the standard of service I would expect from any hotel, let alone one marketed as a five-star resort. 3. Pool service. There is no wait staff at the pools and no music. At a resort of this caliber, poolside service should be standard for all guests and not reserved for Diamond Club members. The absence of both noticeably diminished the experience. 4. Expedia spa credit denied at checkout. Our reservation included a $300 Expedia credit. The spa had informed us that they will apply the credit at checkout. At checkout, I asked to apply the spa portion toward spa services we had actually used. The supervisor assisting us, Gabriel, was uncooperative and dismissive. He first insisted I return to my room to retrieve the voucher, then acknowledged that doing so would not change the outcome, and pointed to fine print directing guests to obtain secondary vouchers through guest services. He was questioning my literacy whereas this should be transparent from checkin what and how to redeem the credits. Both Expedia and the spa had instructed us to present the certificate at the front desk at checkout. Gabriel refused to assist or to coordinate a solution, and as a result we lost the credit entirely. The combination of a lost first day, poor supervisory conduct on two separate occasions, and the forfeited $300 credit made for a genuinely disappointing stay. This does not feel like a 5 star experience.

  Sep 12, 2026