Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino

Property was nice, clean

Only complaint is food could of been better

My wife, our 3.5-month-old baby and I just spent a few days at the Royalton in Cancun for a little family staycation and we honestly had such an amazing time. This was one of our first little getaways together as a family of three, so it was already going to be special for us. From the minute we arrived, though, everyone made us feel so welcome. Having such a young baby obviously means you have a few extra needs here and there, and the staff were incredibly accommodating. Nothing ever felt like we were asking too much, and everyone was always happy to help. It really allowed us to relax, enjoy the resort and just have some quality time together as a family. The service across the entire resort was amazing. It didn’t matter which department we were dealing with, everyone was friendly, helpful and always had a great attitude. The food was really good, our room and the resort were always incredibly clean, and we were genuinely impressed with how well everything was taken care of. But what stood out to us more than anything was the people. We especially want to mention Andy García from Booking Concierge. He was amazing from the beginning and really went out of his way to take care of us. He was always checking in, helping us with restaurant reservations and anything else we needed, and making sure we were enjoying ourselves. Even helping us arrange a little extra time before checkout made things so much easier with the baby. Those may seem like small things, but when you’re away with a 3.5-month-old, they make a huge difference. Andy and the rest of his team made us feel like they genuinely cared about our experience rather than just doing their jobs. We also really appreciated how kind everyone was with our baby—it made the whole trip feel that much more welcoming. You can have a beautiful hotel, great food and nice rooms, but at the end of the day it’s the people who make you remember a place and want to come back. That was definitely the case here.

El personal muy cordial

Nunca pudimos reservar cenas en restaturantes

Exceptional Butler Service from Gina and Oscar – Made Our Mexico Trip Unforgettable We recently returned from an amazing trip to Mexico, the service, entertainment and food were fantastic, the real highlight was our butlers Gina and Oscar. From the moment we arrived until we left, they went above and beyond to make everything seamless and special. Gina was warm, attentive, and always one step ahead. She remembered our preferences, helped arrange the perfect dinner reservations, and checked in regularly without ever being intrusive. Oscar was equally outstanding—efficient, friendly, and incredibly helpful with everything from coordinating activities to handling little requests that made a big difference. He got one of the life guards come to our room to place cream on our son’s badly burnt back from the sun which helped him so much and was able to enjoy his last few days of the trip. He then walked us to our the dinner reservation at Grazie to make sure we got the time we wanted. Together they made us feel completely taken care of. Their genuine kindness and professionalism elevated the entire experience. We never had to worry about a thing, and their thoughtful touches made the trip feel truly personalized. If you’re staying somewhere with butler service, request Gina and Oscar if you can—you won’t regret it. Highly recommend, and we can’t wait to return!​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

The amenities are outstanding our butler Sergio was the best, they have too many employees that just there to keep pressuring you to buy over the all inclusive which was just bad also all the restaurants the food was subpar except point bistro which was amazing.

Lovely hotel staff are amazing. Daniel the mixologist was brilliant different cocktail every day delivered to your sunbeds he really made our holiday . Also Jeronimo at the hideaway bar and Jesus at the Martini mix bar were always attentive and very friendly

Excellent amenities and service

The resort stated it was recently renovated, I did see some changes from my last visit. My Butler Luis and Karis is what made the stay more enjoyable.they were in instrumental in arranging breakfast for my granddaughter who is an early riser, breakfast was delivered to my room every morning for seven days, promptly at 6 AM, which made my mornings so much easier during my stay. The Breakfast staff at the buffet, were always welcoming, the service was a 10, especially with a picky eater. They were attentive., kind, memorable, and thoughtful. There is a private section for diamond club members, however, no matter where you sit in the dining room, the service is great. My room was graciously appointed the rooftop. Jacuzzi was a very welcoming escape before retreating to bed at night., and the view was amazing, I found myself awake at 5 am just to listen to the Symphony of the waves, although they could not be seen it was a very relaxing sound to start the day too. The Diamond club was a added perk I took advantage of, on both of my stays, the entertainment was great, the White Night was a very nice family touch, also the foam party was fun for all ages. Although I had access to the Diamond club pool, the fun was had at the main pool, my grandchildren & grown children gravitated toward the main pool, it had most of the activities, and was more lively. The diamond club pool, was also fun and where the foam party was held, however, after the party, people who were not part of the diamond club were asked to leave immediately after. I noticed they added one or two more food trucks to the property since I last visited, they added a truck that served hamburgers hotdogs, pulled pork, fries, and more My enjoyment came from the ceviche, which was served at every food truck I believe, crab, and shrimp was my favorite. Out of all my travels, the Royalton serves the best ceviche. I would suggest a diamond club private beach bar for relaxing afternoon, although the seaweed was a problem, they were continuously cleaning, however, the beach bar was a very relaxing place to sit in the shade And enjoy the breeze for the afternoon. My only issue was the housekeeping service services, would put guest dishes outside of the doors on the floor and raccoons would come from seemingly nowhere, they could be heard at night fighting in the hallways over the food that was left out uncovered. I requested that no food be left outside of my room door ever, however, I had no control over my neighbors door, which attracted the raccoons, the raccoons didn’t seem to have a time schedule, I assume many times when they smelled food they came out, they seem to be hiding behind the hollow panels in all the hallway walls. What scared me was they were not afraid of people, they didn’t seem rabbit. They were just hunting for food that was very plentiful.. They were also plentiful amounts of lizards and birds that hung around the food trucks, I would say no fault of the Royalton because I noticed people were feeding them, which I’m sure encourage them to stay around, but they were a nuisance. The birds would swoop in if you looked away for a second or two, they would swoop down for whatever you had. Which made it very hard to eat at times.. Out of my 7 days I only encountered 1 staff member who worked at the food truck next to the main pool, who acted like she just didn’t want to be there, thinking it was just myself, however, I heard this same complaint from several of the guest and my family members of the same young ladies bad attitude. I didn’t put in a complaint because it was not my intention for her to lose her job, however, I do have a feeling she won’t be there when I return, if she keeps that same attitude, she’s simply not pleasant to deal with at all. She was just downright rude, as a stated before her whole attitude said she didn’t want to be there, and anything asked of her, was like she was being inconvenienced for serving food. She was being paid to do.. ( I would only hope she was having a bad week) I didn’t book photo session, however, the pictures that were spontaneously taken around. The resort came out amazing, and I had enough pictures to buy to take a part of my trip home with me. The prices was great and the photos were ready in 15 minutes, with great quality. I would give them a 9 out of 10 taking my point for that young lady, at the food truck next to the main pool, the food truck was so close to the pool, go to the truck was convenient for a snack , however ,dealing with her made it horrible each time.

(ALBERTO/RODRIGO These guys were great ALWAYS checking in to see if we needed anything just very nice

Had a great time at the Royalton Riviera Cancun the hotel and the room was amazing and the service was excellent Alberto/Rodrigo were on call to facilitate any request or need and done so immediately and with ease their attentiveness and service made the stay even more enjoyable. Can’t wait to go back.

I have to say Alberbo and Rodrigo were truly amazing and went above and beyond my expectations they completely took care of all of my needs with no hesitation. I want to thank them for their impeccable service.

Family of 5( 2 adults and 3 kids 7,4,2) we truly had a great time and were pleasantly surprised. We booked Diamond Club Presidential 2 bedroom suite. Both came with rooftop jacuzzi. The rooms were well appointed, clean and beautiful with great views. Our Butlers Irving, David and Mau were also great - accomodating, responsive and very welcoming. One day we were running 30 mins late to a reservation and David personally went to the restaurant to hold our place. Diamond club is absolutely worth it! housekeeping and turndown service was IMPECCABLE. Our kids given their age were most enamored with the Splash pool. We also had a cabana at the Diamond club pool which was nice . The food truck at the Splash pool with Ceviche, pulled pork tortas and fish and chips were VERY DELICIOUS and a family favorite. The drinks were great from their mocktails to their cocktails I enjoyed it all. My family we frequently travel throughout the Caribbean and stay at all-inclusive resorts and Royalton did much better than expected especially given the fact it is a large property. FOOD - overall very good. We ended up eating at the Buffett more than we would have liked because reservations at the 3 restaurants require an act of congress otherwise prepare for dinner at 5 OR 8:30. I imagine smaller parties of 2 have more options. Buffet food was for the most part delicious, well presented and hot. I couldn’t give 5 stars because the restaurant reservation process is tedious and limited even with our Butlers booking the evening we arrived for all of our nights. I was most disappointed with the Hunter steakhouse not even mediocre most of the food tasted like it came out of a can. I kid you not … this was our least favorite but extra points for a delicious strawberry margarita … AGAVE was our favorite 50 minute wait time but great Mexican flavors appetizers and desserts were amazing! This is where the resort lost it 5 star rating for me. Overall I would definitely be back without a doubt. We enjoyed it!

The best costumer service experience in Hideaway reception bar, Jose the bartender, professional. If you are diamond club its even magnificent and exceptional experience .

We had an amazing two weeks at this hotel and would highly recommend this to anyone. Food- we enjoyed the food and thought the buffet was one of the best we have experienced with a good variety of options for all. The restaurants were good and specifically we liked the Indian, the Italian and the sushi. The service offered was mixed but the food was very tasty. The coffee shop provided some nice snacks and drinks as well. The poolside snack bar at lunch was excellent and we loved the fish fingers and chips. Bars - these were not great to be honest and each bar offered different levels of service and drinks. Why can you only get premium Gin from in the sports bar but nowhere else? The majority of the bars closed too early and this was frustrating of you wanted a a late drink. They also did not do any shots which was a shame. Room - we had a swim up room and it was nice and spacious but didn’t always get cleaned properly each day. The minibar was not always restocked as well. Tours - we booked a few tours with the hotel and they were all organised very well and we had some amazing days out. Entertainment- the shows were not the high quality we are used to but we enjoyed them enough. The night when they organised the market and fun games, was a real hit with us. We also loved the silent disco night. We used the teen club with our 17 year old and loved the pool table and other games. Overall, this is an excellent property and we had a wonderful family holiday. Is it perfect, no it’s not but life is too short to get annoyed by the small stuff. You are on holiday, so have fun, relax and enjoy.

The experience was amazing. Rooms spacious and clean all of time. Fridge stocked up everyday and a chocolate placed on our bed most evening. The atmosphere was amazing so much to do not enough time o do it in. Location is secured but downfall is you can’t go anywhere without getting a taxi which are spendy But you wouldn’t have to go anywhere as the hotel itself is so beautiful and lots to do or not Gina and Oscar made the holiday even more memorable and special. They just couldn’t do enough for us and can thank them enough. Love u both and look forward to seeing you guys again 😊😊😋❤️

Excellent week at the Royalton with our toddler. We particularly enjoyed the variety in pools & themed reasturants. The Caribbean reasturant stood out with exceptional service from Abi, table side mixologist & great food quality. All other reasturants we attended surpassed our wants and needs as well. Our room and butler service was 10/10 & the other amenities such as the gym and coffee bar were very good. Will be coming back.

Our stay at Royalton Riviera Cancun was truly exceptional, and the level of service throughout the resort made our experience even more memorable. From the beautiful facilities to the attention to detail, the Diamond service really made us feel valued and well taken care of. A special mention goes to the gym team, especially Edgar. Edgar was incredibly friendly, professional, and attentive. His positive attitude and willingness to help made every visit to the gym a pleasure. He is a great example of the excellent staff at the resort. The room cleaning team also deserves recognition. Our room was consistently cleaned on time and with great attention to detail. Everything was always fresh, organized, and exactly as we expected. Their reliability and attentiveness did not go unnoticed. Our Butlers, Enrique and Gabby, were absolutely fantastic. They went above and beyond to make sure we had everything we needed. Their professionalism, kindness, and personal attention made a real difference to our stay. They truly understood what excellent service means. We would also like to recognize the Diamond Pool Manager and the entire Diamond pool team. The service around the pool was outstanding, and the staff consistently made sure that guests were comfortable, looked after, and enjoying their time. The attention to detail and personalized service really stood out. Overall, the Diamond service was the highlight of our stay. Everyone we encountered was welcoming, attentive, and professional. It is clear that the staff genuinely care about creating a great experience for their guests. A very special thank you to Edgar, Enrique, Gabby, the room cleaning team, the Diamond Pool Manager, and the entire Diamond service team for making our vacation so enjoyable and memorable. We would absolutely return to Royalton Riviera Cancun and highly recommend it to anyone looking for a relaxing vacation with outstanding service. ⭐⭐⭐⭐⭐

Beware of the PRIME presentation. Don’t fall into the trap for a free massage!

Amazing holiday staff were great Mariano the bar staff is very friendly and fantastic with kids. He always made our little boy smile everyday. Nothing was ever to much for him.

We just returned from a fabulous family vacation at toyalton riviera We stayed in the diamond club and some of the reviews had us a bit worried about what the experience would be But everything was great! Our butlers Irving and David were top notch. They were extremely helpful , attentive and courteous. There was sargassum on the beach but the resort made a valiant effort to remove and reduce the amount of The room was perfect and the pools and surroundings were clean and well maintained One slight issue was that the food could have been a little more flavorful and the service was a little slow

We had a really great stay at Royalton Riviera Cancun and overall really enjoyed our trip! The resort is beautiful, has a great atmosphere, and there’s lots to do throughout the day. Check-in was quick and smooth, and we had no issues getting settled in. The Wi-Fi was also really good throughout the resort and was always working for us. It even worked on the beach — I was able to FaceTime from there with no problems! The rooms were nice, spacious and comfortable. There were a couple of days our room didn’t get cleaned, but other than that we had no issues. We also never had a problem getting fresh towels around the resort, which was really convenient. Most of the restaurants were really good, and we enjoyed trying different places throughout the week. The buffet was okay overall, but breakfast was definitely the best! I recommend booking your restaurants through the app as soon as you can because reservations fill up fast. If there are specific places you want to try, definitely book early. The food truck was SO good for a quick midday snack and ended up being one of our favourite places to grab something during the day. There are lots of bars around the resort as well, although some could get pretty packed depending on the time. The ice cream shop was also quite small and could get busy. The pools and beach were beautiful, and we spent pretty much every day at the beach. Chairs can fill up quickly, so getting out earlier is a good idea if you want a good spot. There was a lot of seaweed during our stay, but the resort was really on top of clearing it every day so people could still use and enjoy the beach, which we really appreciated. The nighttime shows were your typical all-inclusive vacation shows. They were fun to watch in the evening, but pretty much what you would expect from a resort. For families with children, I would recommend keeping a close eye on them around the pools and beach. We noticed lifeguards moved in and out of different areas throughout the day, so I wouldn’t rely on there always being a lifeguard right by the water. Overall, the staff were friendly, the resort was beautiful, and we had such a fun and relaxing week. There are a few little things that could be improved, but nothing that ruined our experience at all. We really enjoyed our stay and would definitely consider coming back! 🌴☀️

Fab time all staff excellent. Jose in the hideaway bar made us very welcome. Ruby and team brilliant

Super friendly staff, all the facilities, our room, and quality variety of food.

Just the sea weed on the beach, which I know is outwith your control.

Hay muchas albercas y las instalaciones se ven modernas y elegantes. La comida es muy buena. El buffet es muy variado y de gran sabor. Los restaurantes tienen experiencias emocionantes y deliciosas.

La playa estaba llena de sargazo y el hotel no se encargó de limpiar todo durante mi estadía. No se podía disfrutar y olía muy mal.

La comida estaba deliciosa tanto el buffet como en restaurantes de especialidad. El servicio de los concierge excelente sobre todo de Selene, Fabian y Victor, con quien tuve comunicación por mensajes super práctico. Fui a celebrar mi cumpleaños y me pusieron decoración tanto en habitación como en el restaurante a la carte El Dorado que Victor me agendó. No me esperaba tantos detalles para mi cumpleaños pero las sorpresas fueron super lindas.

Cuando usamos el jacuzzi adentro de la habitación salieron unos pequeños insectos que mostraba que no estaba muy limpio esta bañera, al momento no lo reportamos porque simplemente no la usamos más pero estaría bien checar la limpieza de bañeras. El jacuzzi del balcón super bien.

Our Bulters and maids were the best . Very polite and were always ready to assist. They were outstanding. Low rating because we had a room mix up . Did not get correct room until two days later . Went to the food truck near our room and was refused service .

Keep in mind that everyone vacations differently. For my family, we’re pretty simple travelers. We don’t expect perfection, but we do expect to receive what we paid for. We traveled as a family of four plus my mother-in-law. My kids are 15 and 18 years old. We booked two Ocean View rooms in Building 6 and paid extra for Diamond Club. Arrival & Check-In When we arrived around 1:30 PM, we were taken to the Diamond Club lounge to check in. The process took a little while, but we were able to enjoy drinks and snacks while we waited. We were in our rooms by about 3:00 PM. We met our butlers, Daniel and Ulises, and told them we were celebrating my daughter’s 15th birthday and my husband’s 50th birthday. They assured us they would help make our stay special and gave us their WhatsApp contact information. We tipped both of them at the start of our trip, but honestly, we barely saw them again after that. By the time we got settled, most restaurants were transitioning to dinner, so we had to wait until 5:00 PM to eat. Our first dinner was at Taj, and it was excellent. Miguel, our waiter, was fantastic, and the food was delicious. The Resort The grounds are beautiful, very clean, and well maintained. Every staff member we encountered was friendly, and everyone spoke English, which was helpful since we don’t speak Spanish. That said, the resort definitely feels understaffed. There were long waits at many restaurants, and getting a drink by the pool could take a very long time. Our rooms were clean, and for the first four nights the air conditioning worked great. Unfortunately, on our last night, the A/C went out throughout the entire resort. Everything became hot, humid, and damp, and the floors were noticeably slippery. We also had a leak in one of our bathroom ceilings that was never repaired. Maintenance came once, said they would return, and never did. Around 10:00 PM I called the front desk and was told they couldn’t enter because there was a “Do Not Disturb” sign on our door. The funny thing is… our room never even had a Do Not Disturb sign from the day we checked in. When I mentioned everything at checkout, no one really seemed concerned. At that point we were leaving, so it felt like they had already gotten our money. Restaurants Restaurant reservations were one of the biggest frustrations. Apparently, you’re able to reserve restaurants before arriving at the resort, but I had no idea. By the time we checked in, there were very few reservations available. We still managed to eat at the Steakhouse, Teppanyaki, and the Italian restaurant. The Italian restaurant was easily our favorite of the three. We didn’t always get the times we wanted, but we made the best of it. Our butlers ended up making our reservations because the app barely worked for us. Many times we couldn’t even get the resort to show up or sign into the app. Entertainment & Beach The nightly shows were really enjoyable and definitely worth watching. Just bring bug spray because the mosquitoes come out at night. The beach was beautiful. Swimming wasn’t ideal because of the seaweed, but the staff worked incredibly hard every day cleaning it up. One of my favorite parts of the trip was walking the entire beach from Riviera to Splash. Diamond Club For us, Diamond Club simply wasn’t worth the extra money. Our butlers were probably the biggest disappointment. They did send a fruit plate, dessert for my daughter, and a bottle of wine (which made us laugh because she was only turning 15, so we just took the wine back to our room). Our butler also said he was going to decorate with balloons for her birthday, but that never happened. The biggest benefit of Diamond Club was having access to a few exclusive restaurants for breakfast and lunch. Other than that, we didn’t feel it added much value. We never even used the Diamond Club pool because there were never any loungers available. Instead, we spent most of our time at the main pool and the pool behind the Sun pool, which we actually enjoyed much more. The main pool had lots of fun activities and entertainment, but it also got very crowded. Since our family likes to splash around and have fun, we sometimes felt like we were getting in the way because many guests were there simply to relax and drink. Overall Overall, we had a really nice vacation and made some great family memories. The resort itself is beautiful, the staff are friendly, and there are plenty of positives. Resort Rating: ⭐⭐⭐⭐☆ (4/5) Diamond Club Rating: ⭐⭐☆☆☆ (2/5) My advice? Save your money and skip Diamond Club. Unless the exclusive breakfast and lunch restaurants are really important to you, I don’t think the extra cost is worth it.

Hotel was beautiful. A few days our room was not attended to by housekeeping but Enrique and Gabby sorted it out for us.. The restaurants were booked for us and the food in the main buffet area was also very nice with a separate seating area for diamond club guests. The pools were lovely and never too busy. The barmen at the swim up bar were always cheerful.

Cesar and Nassar were awesome personal butlers for our group of 6. They went above and beyond to make our stay at the Royalton Riviera Cancun super memorable. We couldn’t have asked for better. We have already told our family how the entire resort was just a perfect place to get away and celebrate my birthday. Beautiful room accommodations. Diamond club made a big difference.

The resort is very nice and clean. It was easy to navigate and had nice amenities. For that, I give it 4 out of 5 stars. Sadly, the Diamond Club upgrade was a complete joke and waste of money. First, we booked a presidential suite with Diamond upgrade. Our room has a balcony facing the back alley where workers walked back and forth all day. We stared at a dilapidated fence and a dirty rag hanging from the tree that the hotel wouldn't remove even after telling the manager. This is not a view that anyone in their right mind would expect from an upgraded room. The diamond service was supposed to include upgraded alcohol options but the bars were constantly out of what we asked for. Even worse, they were constantly out of basics like milk, chocolate syrup, mint, etc. No one cares. If you order from a waiter at the pool, you'll get something completely different than what you ordered and they won't say a word. My wife is allergic to certain alcohols and completely rashed out because they used a substitute liquor. One of the restaurants asked if there were any allergies and we told them pineapple then they bring her out a dessert with pineapple on the plate. Our room never got cleaned one day and we constantly had to ask for enough towels and glassware to cover all guests. The safe stopped working in our room on day one. The tub was dirty and wobbled around. If you bumped it, it slid across the floor, which revealed all the trash they swept underneath it. The phone never worked the 10 days we were there. You cannot call room service or even the front desk because no one will ever pick up. Several lights never worked and they finally sent someone to fix after 9 days, but he arrived at night when we were going to bed and proceeded to take apart the light fixture and switches, then said he had to come back the next day. I spoke to management half way through and got a lot of lip service but not much changed. Overall, the resort is nice but we'll never return since they lie about what you get for diamond service and don't care enough to correct simple problems.

The Royalton Cancun was excellent from start to finish and is an easy place to recommend. Service was the standout, with friendly and attentive staff across the property, and the room was clean and well maintained for the whole stay. The beach, pools, and grounds all looked great, and the food and drinks had enough variety to keep every meal interesting.

Resort was close to airport which was nice. The atmosphere was relaxing. The rooms were smaller than expected. We stayed at Royalton in Jamaica and the rooms were larger. Unfortunately the linen were not clean, had to ask for new linen. Room service did the mininum, floor in the rooms were not cleaned properly. The beach was closed so that left us with alot of time on our hands and not much to do at the resort. There was a heatwave occuring at the same time so it was quite hot and miserable. The food was below average, felt like we were eating the same thing everyday in the buffet. Not many vegetarian options. The food was better in the resturants, but the wait for the food was very long. The best part of this trip was the cafe which had great gelato and coffee. Workers overall were very nice and very hardworking. I would not return to this resort. Fell below expections.

The resort itself was VERY enjoyable. We had a good time and would likely have returned if it weren't for one pretty important item: Unfortunately, I've been attempting to get a duplicate charge from the Riviera removed for about a month now--to no avail. I've emailed. I've called. The second (FULL) charge is still on our card. At this point, we will be forced to file a dispute with our credit card company, which makes me very angry, and not likely to recommend this resort to anyone. A shame, considering we enjoyed the visit and people overall.

Yes ins the pool games lady is excellent- very freindly and got everyone joining in the pool activities- great fun 💕💕

Filipino the the teppanyaki king!

After a tough 12months we stayed here for 3weeks to totally relax and unplug from life. We paid extra for the Diamond Club. Our Butlers was Cesar and Nassar. These two gentlemen couldn’t do enough for you. They are amazing and made our trip extra special with their care and attention. We got to know a bar butler called Alejandro who was awesome also. Whenever our drinks were low he would be there asking you do you want more. The food and restaurants are really nice too. The booking system was fine but the restaurants you couldn’t book for usually a 10-25 minute wait was the norm. We had our issues whilst we was here but nothing major and the butlers was all over sorting it out for us.

Vitalino at the sushi restaurant teppenyaki was amazing and he really made us enjoy the diner. My kid loved the animation. Five star samurai chef there

9/10 Incredible Wedding & Stay in the Diamond Club! Don't let bad reviews scare you! We recently hosted our wedding and stayed in the Diamond Club Presidential One-Bedroom Swim-Out Suite at Royalton Riviera Cancun, and it was absolutely fantastic! I'll admit I was very nervous after reading some negative reviews after booking, but actually seeing the resort and experiencing everything firsthand put all my worries to rest. The Room: Our suite was top-tier. Everything about the room was really nice. The air conditioning blew ice cold (a must in Cancun!), the ceiling fans kept things comfortable, and our butler service supplied literally everything we needed throughout our stay. The Wedding Experience: Our wedding day was completely seamless. A huge shoutout to our wedding host, S.Frida, who was amazing and endlessly patient with us. A few specific highlights that made the day extra special: Bridal Care: Having my wedding dress, my matron of honor's dress, and the flower girl's dress steamed right on-site at a very affordable price was a huge stress-reliever. Getting Ready Spread: Delicious snacks and champagne were delivered right to my suite while I got ready, as well as to where my husband was getting ready. Nightclub: We rented out the resort nightclub for two hours with the premium bar package, which was an absolute blast for our guests! The Turndown Service: When we returned to our suite after all the festivities, we were greeted with a "Just Married" banner on the door, rose petals on the bed, more champagne, and chocolate-covered strawberries. It was such a thoughtful touch to end the night. Why 9/10? (Important Transportation Tip): The only reason I’m giving our overall experience a 9/10 instead of a perfect 10 comes down to Nexus Transportation. While they are an added service offered when booking directly and not technically affiliated with the hotel, their service fell short. Tip for future travelers: Be sure to call Nexus prior to your departure date to double-check that they have all of your correct information on file! Overall, we had a dream wedding and a wonderful vacation. We would definitely recommend it!

From the moment you arrive at the beautiful open-air entrance, you're greeted with a stunning view of the Gulf. We were welcomed by a friendly staff member who escorted us to the check-in area. Since we upgraded to the Diamond Club, we checked in through the private Diamond Club lounge. The lounge had a small bar with a limited liquor selection, along with light snacks and finger foods. After a short wait, we completed check-in and received our wristbands, which also served as our room keys. Like many resorts, they required a $200 security deposit per room. After checking in, we met our butler, Oscar. He had us download WhatsApp, which became our primary method of communication throughout our stay. Oscar did an excellent job explaining the layout of the resort. Be prepared to walk—this is a very large property from one end to the other. He took the time to write down all of our initial requests, which made settling in much easier. When Oscar wasn't working, his partner, Gina, seamlessly took over, checking in regularly to ensure everything was going well. I honestly can't imagine having a better butler team. Gina even made a point to find us on our last evening to say goodbye and gave each of us a hug, which was a very thoughtful touch. The resort is well laid out, with something for everyone. There is an adults-only section called The Hideaway, a dedicated Diamond Club pool, and a separate family and kids' area on the opposite side of the resort. Even with plenty of families staying there, we never encountered loud or disruptive children. The pools were spacious enough that everyone had room to relax or play games like football without feeling crowded. One disappointment was The Hideaway adults-only pool. I'm not sure if it was because we stayed Monday through Friday, but it was much quieter than expected. Most guests simply sat around, the music wasn't very energetic, and several people were playing music from their own Bluetooth speakers, which took away from the atmosphere. The entertainment was enjoyable for all ages. Earlier in the evening, activities were family-friendly before transitioning into a more upbeat, adult atmosphere later at night. The resort also has a small casino with approximately 50 slot machines and eight table games. Slot play is done using a plastic player card that is loaded with U.S. dollars. We had fun playing and experienced a typical mix of wins and losses, and the machines seemed fair. One thing to be aware of is that when you cash out your remaining balance, the casino deducts a fee. In our case, it appeared to be around 7%. The XS nightclub was also fairly small and opened at 11:00 PM. The DJ played a good variety of music, creating a fun atmosphere, although the music was loud enough that ordering drinks at the bar could sometimes be difficult. The restaurants were about what we expected from an all-inclusive resort. The food was good, although not particularly memorable. Our only negative dining experience occurred at Grazie, the Italian restaurant. We had reservations for six people at 5:30 PM, but because our family was getting ready in three different rooms, we arrived around 5:45 PM. The host, Luis, informed us that we would have to wait because we had arrived late. That was understandable, and we had no issue waiting. What was disappointing was the way the situation was handled. Rather than politely explaining that our reservation had been released due to our late arrival, his tone came across as rude and dismissive, making us feel as though we were being scolded. Ironically, we were seated only about two minutes later. After seating us, I noticed Luis speaking with several servers while they looked over at our table, which made us feel uncomfortable. I believe this interaction could have been handled with much more professionalism and hospitality. Aside from our outstanding butlers, we also met one employee who truly stood out. On our last day, Daniel was working at the main pool swim-up bar, and he was easily the best bartender we encountered during our stay. I wish we had found him earlier because he would have been our go-to bartender all week. Based on his attire, I believe he was a mixologist. My wife and I requested custom drinks, and Daniel carefully explained how he would adjust the ingredients to create the best flavor. Before serving each drink, he would even taste a small amount himself to ensure it met his standards. His passion, professionalism, and attention to detail were unlike anything we've experienced at any other resort. Overall, we thoroughly enjoyed our stay and would absolutely recommend this resort, especially for families. Whether you're traveling with young children, looking for a relaxing vacation, or wanting a mix of activities and entertainment, there is truly something for everyone. While there were a few minor areas that could be improved, the exceptional service we received—especially from Oscar, Gina, and Daniel—made this a vacation we won't soon forget.

Pros: Lovely hotel with spacious rooms. The new year seafood buffet was the best one i have ever had. The seaweed gets cleared from the beach every morning. Beach bar is lovely. Cons: The reception staff were slow, rude and we had to wait a long time just to check out. There was just 1 person manning the desk even with very long queues and we were told that the others were on their lunch break. This delayed our departure to the airport Long queues for the food truck and coffee shop. Poorly staffed and the staff need training in communication skills. The food at the Indian restaurant could be so much better. The Teppanyaki restaurant was chaotic with missed bookings. The hotel needs an overall good manager to take control and the staff need more training.

My experience with the hotel wasn’t the best. My Butler Luis made the trip much better. Excellent service from Luis

This resort is very nice - gorgeous grounds, tons of pools and small enough to not feel massive but big enough to not feel cramped. The staff keeps this resort very very clean - cleaner than any other Royalton I’ve stayed at. It’s extremely family friendly with great programming during the day and evening. The vibe team is awesome and I have to give a HUGE shout out to the staff in the teen club and Edgar and his team at the Royalton Fit gym who were so wonderful to me and my kids. (The gym is amazing btw). Restaurants were fine. Food as expected for an all inclusive - not great but I’m also picky and knew what we were getting. Reservations in the app are impossible - only two of the restaurants actually take reservations and I had better luck just walking up and asking for a time slot than working with the app. The concierge wasn’t helpful at all - told me they couldn’t help me with the reservations for the whole week that we were there so I took it upon myself to go in person and ask at the restaurants. The rooms were nice - but the sofa bed wasn’t made when we checked in - even though we acknowledged and asked about it. There wasn’t adequate bedding so we had to call and ask the concierge which then took almost the full day to get it to us. One thing to note - the bugs. There were mosquitos in the rooms coming through the air vents. There were huge roaches crawling outside - NOT in the room. The mosquitoes ate us alive dining outside at night. The hotel should consider insect control a little better. The only other issue was the smell of the water - both in the rooms and in the stairwells. The seaweed/ocean smell is one thing but the smell of the water initially in the shower and in stairwells is overpowering. Not the hotels fault but something to keep in mind. For drinking water - there was super clean and super fresh water everywhere and water refill stations everywhere. All in all this is a beautiful resort and worth checking out - just be a ln informed traveler. This is our 5th time in Cancun and 4th Royalton stay and by far the best one yet!

Horrible..:diamond club is a rip off…checking takes for ever….premium drinks are like unicorns ..:shower smelt like sewage….nasty

Shows big resort

Could not get reservations to any restaurants that required it

El servicio A&B fue muy desagradable, la verdad no tuvimos buena experiencia

El servicio de los restaurantes a la carta

Our room accomodations were very nice. The pools and beach areas are gorgeous

The food was terrible at all restaurants. The premium liquor that we upgraded to Diamond was only available at one place very far from our side of the resort. There was tremendous pressure to buy up to things which took away from the pleasure of a vacation. I booked a massage and was called the morning of to say that they had no room for me. I rescheduled for the next day and then tried to cancel my husband's massage because he did not feel well. They told me I could not cancel and I would still have to pay for it.

Clean

Food and beach

Todas los entretenimientos que tiene

Pagamos por booking un alojamiento superior(solo adultos) y al llegar nos ofrecieron uno en la zona común y la posibilidad de pagar 500€ más para ir a la zona de solo adultos la cual ya estaba contratada

Good food, clean, helpful staff

To far away from everything

I don’t have any to like this property beside the room I booked. The worker from the host of the restaurants to front desk had attitude that I stayed there for free or even I have to please them for help(nothing to do with servers and housekeeping). Not able to book any of their restaurants through app as my whole entire of stay. But I know because my friends stayed as diamond club. They got anything they want. I booked my with suite with private jacuzzi on the top. With the service I got on stay I highly said NEVER COME BACK.

I have nothing to like about this place. Even their tacos is bad as I expected it most basis things they can do best. So bad location plus I stay at the beach front but I couldn’t go the beach even a second. I understand due to weather things. But the location are too far from downtown which it wasn’t my choice to choose this resort. I just went there for a friend wedding.

The amount of palm trees added great shade but minimum sun for the swim out suits!

Too many rude staff, food, not fresh, resort, looked like an old place with new paint!

El gimnasio y la habitación son buenas y la comida también.

La atención de las personas del restaurante de carnes pésima, y en general la atención de las personas no es la mejor.

La comida, delicioso, el lugar, las piscinas, la amabilidad, la atención y preocupación por mi mamá que se enfermo.

La playa estaba un poco sucia, pero se entiende que es por el sargazo que hay en todas las playas del Atlántico últimamente.

DE CALIDAD LOS ALIMENTOS

RESERVE 3 HABITACIONES Y ME ASIGNARON EN DIFERENCIA EDIFICIOS, SI PODER DARME UNA ALTERNATIVA EN RECEPCION, HASTA QUE LO EXIGI

Realmente todo fue increíble, íbamos algo preocupadas por que vimos algunos malos comentarios, pero todo fue increible, la comida, los servicios, el personal. El personal todo fue super lindo

Quiza lo unico fue que marcamos dos veces diferentes el 0, para pedir ayuda y nunca llegaron, tuvimos que ir a escritorio y listo se resolvia. Una fue para que mandaran a alguien con tijeras para abrir maletas y la segunda, deje abierta la caja fuerte la cerraron y arque para que la desbloquearan y no llegaron...pero de ahi en fuera muy bien

O hotel é sem retoque, lindo e bem cuidado nos mínimos detalhes. Quartos e corredores muito espaçosos, a recepção é coisa de cinema.

Jose Francisco Alonso and Augustine did a great job at the martini mix bar and were nice and made good drinks.

great bartenders very good very good

Beautiful experience. The bartenders were lovely.

Excellent trip! This was a wonderful group of service men and women!

Tello is the best waiter in the hotel , Everything fast and super nice. Thank you Royalton

Seeing at the Royalton was a fantastic experience. I highly recommend coming in with your family! Plenty of really fun things to do. They specifically enjoyed going to the gym every day. Jorge and Dani were fantastic instructors and extremely helpful and friendly. The Zen restaurant (habachi) what’s my favorite and the person making the food was very entertaining and talented. The amenities are wonderful. The food was great. I would definitely come back!

The resort was beautiful but the best thing was the staff. We received great attention during our stay. The resort was clean and housekeeping was excellent.

The Hideaway was amazing. The pool was a great. Perfect mix of chill out time and party atmosphere Service was excellent. Jeronimo and Aaron were two of the waiters and they took great care of us. The vibe crew did something fun every day and there were a couple days where they set up a station to serve food at the pool. There was a food truck there daily as well. People were great and we were able to walk over to the beach and swim in the ocean in a minute. Great place

Our butlers were exceptional!! We only wish there were more details at check in regarding what diamond club entails- which premium bars, and which have breakfast for DC

A rundown of our 4 night stay at this resort… - Two out of three family members became violently ill during the first 36 hours of our visit with symptoms consistent with food or waterborne illness. - Our one healthy family member was forced to eat in the buffet every meal where there was a foul sewer like odor that grew worse throughout our stay because there were no reservations available at any of the resort’s restaurants, despite often seeing empty tables. - We were not allowed to leave for our flight before being forced to pay for an excursion which we tried to cancel within the time noted on our ticket but were prevented from doing so by either incompetent or malicious staff. - Repeated calls to the front desk and room service went unanswered or when answered, the requests were ignored. - Our room was not serviced any of the 4 days we were there. Our stay at the Royalton Riviera left us sick, tired, stressed, frustrated, and angry.

We recently stayed at Royalton Riviera Cancun from April 1–8 for what was meant to be a special family vacation with a group of 16 across five rooms, celebrating my mother’s 73rd birthday. While the property itself is undeniably beautiful—with stunning views, a grand lobby, and spacious rooms—the experience was ultimately very disappointing due to poor service, lack of flexibility, and terrible food. Before arriving, I was contacted by a concierge and responded about 4–5 days in advance, explaining that we were a large group and that this trip was a milestone birthday celebration. I specifically requested that at least three of our five rooms be located near each other. This request was completely ignored. Not only were we not placed near each other, but our rooms were spread as far apart as possible—across Buildings 5, 6, 7, 8, and 9. For a group traveling together for a special occasion, this made coordination extremely difficult and was incredibly disappointing. To make matters worse, my mother’s room had a non-functioning refrigerator. She is diabetic and needs to keep her medication refrigerated. We informed the staff, expecting urgency and care given the medical necessity. Instead, the solution offered was completely unreasonable—they suggested storing her medication at the customer service area, meaning she would need to call or physically go there every time she needed it. This was not only inconvenient, but unsafe and insensitive. It showed a complete lack of understanding and empathy. The dining experience was another major frustration. The system for making reservations is incredibly inconvenient—you cannot book anything in advance, and you’re not even allowed to make reservations until your room is officially ready. One family in our group had to wait five hours for their room, and by the time they could book, there were no reasonable dining times left. As a result, despite planning this trip together, our group of 16 was never able to have a single meal together. Not once. The food itself ranged from mediocre to downright terrible. Unfortunately, the situation escalated when my 12-year-old daughter got food poisoning after eating at the steakhouse. She spent over 24 hours vomiting and unable to leave the room, missing an entire day of our vacation. Because of this, she could not attend a prepaid excursion the following morning. When I tried to reschedule or get a refund for her $100 ticket, both the excursion desk and front desk were completely unhelpful and inflexible. They suggested taking her to the on-site doctor—for a $200 fee—just to potentially validate her illness. This was unreasonable and added frustration to an already stressful situation. Even more concerning, the resort claimed they had no affiliation with the excursion company, despite the fact that this “third-party” can charge excursions directly to your room. It’s clear there is a relationship, yet they take zero responsibility when problems arise. To top it off, there is a strong sewage smell as you enter the buffet area—something that is hard to ignore and completely unacceptable for a resort of this caliber. Overall, while the resort is visually beautiful, the lack of service, poor food quality, and complete inflexibility made this a very frustrating and disappointing experience. For a trip meant to celebrate a milestone birthday with family, it fell far short. I would not return, nor would I recommend it—especially for families or large groups expecting a smooth, accommodating experience.

I would highly recommend Royalton. The Service was great. We had the Diamond club with Butler Service. Sergio and Ivan were great. They were able to make all the restaurant reservations, get quick room service and even able to help with late checkout. The rooms were really nice and felt very modern. The resort overall is very well maintained. My daughter really enjoyed the kids club. Everyone there was so nice and friendly. The evening shows for kids was great. We went during spring break and while there were a lot of people, it didn't feel overcrowded. Except for 1 night the noise level wasn't really an issue. The food was pretty good too. The breakfast buffet was probably our most favorite.

My family and I had stayed at this resort in March,2020. We returned in April, 2026 after the closing of the resort for 4 months for renovations. Positive: very safe for teens, resort clean and well maintained, various pools for different ages, nice beach for Mexico, good food, good hours operating at buffet and restaurant for breakfast/lunch/ supper, clean room and good house keeping service, Negative: lack of customer service, lack of staff ex: restaurant/ bars/ coffee shop, need to call everyday for the replacement of water bottles, sewers smells in different areas on the resort, unhappy staffs because of shortage, lack of umbrella at the beach and family side of the resort, to many levels of hierarchy within the Resort ( Hideaway, Prime, Diamond club, Platinum and Regular guests) that used the same facilities. Bottom line the lack of staff affects customers services and booking at restaurants. We were travelling with another family and we will not return to this Resort for the reasons described above. I hope that my honest review will be helpful! Michelle NB, Canada

Overall we loved the resort. It was kept clean and service was great. Pool chairs go fast and even going down at 7:20 they were all gone. We spent most of our days at the beach as there are always lots of chairs there. There was some sargassum the first few days but they try their hardest to clean it up. We enjoyed swimming in the ocean. You need to use the Royalton app and book your restaurants right away as they book up quickly. We went to 3 different restaurants. The most frustrating part was leaving the resort to explore Cancun. We got a taxi and they charged us $80 just to get to the outlet mall which is only 16min from hotel. They don't allow ubers into the resort. They had lots of activities all day long and into the evening. The entertainment was great. I would say this resort is a 4star

The fitness center was clean and fun. The tennis coach Luis was very helpful and took care of me and my friends.

This is a fairly large resort (848 rooms) but has lots of restaurants and tons of bars. The food was really good, even at the buffet. The only restaurant we did not enjoy was the Agave; service was slow and the food was mediocre. The room was clean and towels and waters were stocked daily. The staff were all friendly and the service was always quick. There are lots of pools to enjoy, but not a ton of loungers. Some pools were louder and had more energy and some were more chill. Something for everyone! We were diamond club and Juan at the Diamond pool was amazing!! He was so helpful, friendly and attentive. A genuinely great guy. We also had butlers: Gustavo and Nassar and they were super helpful and kind. Only downfall was the bugs… we were not sure what bugs were causing the bites, but 2 out of our group of 4 were covered in huge welts.

I really had to think about this. It is not a Marriott quality resort. So lower expectation if you have visited those. For starters, coffee is in the room (if you can get the entire coffee maker…requested 3 times, never got it. ). But there is no other coffe besides breakfast (7 am open and a coffee shop 630 Open with line 20 deep. The main restaurant buffet was excellent and wide variety. Bland but plenty o choose from. Vast majority of service staff was amazing. Check in desk, anyone you needed something other than a drink from, made it extremely difficult. Without reservation, Restaurant hostess made no effort to fill tables for servers. Most restaurants were barely at 50% capacity. Showers will smell like stagnant water. The whole hideaway and diamond idea is fool the 80’s. Just call it a no kids zone and enforce. Again shoutout to wait staff. Remember to tip!

Great resort; clean, good food, close to airport. Stayed in Diamond club for one week. Entire staff was fantastic especially our butlers Enrique and David. They made sure we had anything we needed.

Fantastic time at Zen. Armando was funny and quick to grab us a cold champagne. And our chef Isaias was entertaining, clever, and a terrific cook.

Without a doubt the best trip ever, everthing from the restaurants to all the waiters Jorge at the hideaway was awesome Josue who cleaned our room was fantastic this was our3rd time here but without a doubt our butlers made our trip go to the next level Nestor & Michelle were incredibly outstanding.

My wife and I were at this resort March 29 - April 2nd and we will never be back. You’ll be asked to join a meeting for timeshare as soon as you get there; turn it down. It’s a waste of time. The rooms; we had the walk out room into a pool and they are just rooms. You can’t use the beach right now because of the seaweed. The workers there are not friendly they will give you a fake smile and unless you have a 10 or 20 in front of you, good luck getting served. I’ve never seen anything like it. Food is not good at all other than the outside pizza making restaurant which is delicious. Casino is rigged. I know people will laugh and go try it themselves. I promise you will lose every time. Drinks are so watered down. I could have 50 chocolate monkeys and it not affect me at all. I watched how much alcohol was put into a drink and it was not even a shot worth. They do try to get your money in any way possible I went to the little store in the resort and I wanted licorice and a Milky Way just two simple things and they wanted $21 for that insane. They do have a nightclub, but other than that, there’s nothing to do at night. The shows they put on they OK but if you’ve seen one at another resort, you’ve seen them all. We’ve stayed at many resorts and I could promise you you can find much nicer and more affordable than this place.

Here’s a clearer, more polished version of your review that keeps your message honest but easier to follow: ⸻ This is a difficult review to write because the issues we experienced seemed to stem more from management and operations than from the individual staff we interacted with daily. Check-in was lengthy, and our room was not ready on time. While we waited, there were no available lounge chairs anywhere around the pool, which made the wait even more frustrating. Upon arrival, we were told there were no dinner reservations available for the entirety of our stay. Although we ultimately secured reservations each evening, it required a significant amount of follow-up and frustration on our part. Even then, when we arrived for dinner, the hosts often did not have our reservation information, leading to additional delays and inconvenience. The “butler service” was also misleading. It functioned more like a mobile concierge rather than a true butler experience. They were not reserving pool seating or proactively assisting with requests, which did not align with expectations. Royalton should reconsider how this service is advertised. It also felt as though the Diamond Club packages may have been oversold. That area was consistently overcrowded, and many guests were frustrated by the lack of available seating. That said, several staff members truly stood out. Juan and Jesus did their best to fairly manage the limited pool seating. They were reasonable and accommodating, especially when guests communicated with them about stepping away briefly. Tania at the Diamond Club pool was exceptional from day one—always friendly, hardworking, and welcoming. Emanuel at the Italian restaurant also provided excellent service and was a pleasure to interact with. After the first couple of days, Gustavo and Nasser significantly improved our experience. Gustavo went above and beyond to make our mother’s birthday celebration special, which we truly appreciated. Nasser demonstrated great attention to detail and added a personal touch to every interaction. He consistently followed up and addressed any issues promptly, which made a big difference. The resort itself is beautiful and very clean. The food was delicious across the board—even the buffet exceeded expectations. The Caribbean restaurant was our favorite. Overall, Royalton has a great product, but improvements are needed in communication between departments and possibly in managing capacity to avoid overbooking.

We had a really good experience at Royalton Riviera Cancun overall. The rooms were clean, modern, and the beds were very comfortable — definitely made it easy to relax after long days in the sun. The staff were a highlight of the trip. Everyone we interacted with was friendly and helpful, and our butlers, Gina and Lu, were especially great. They were very accommodating and helped make everything run smoothly throughout our stay. The buffet was decent with a huge selection, so there was always something to find. The desserts were a bit underwhelming, but honestly that’s pretty typical for most all-inclusives. The à la carte restaurants were quite good. The Italian restaurant stood out as the best by far in both service and food quality compared to the others we tried. The beach did have some sargassum, but the staff were out there regularly cleaning it up. It didn’t impact our trip much — we still swam in the ocean every day. Overall, we had a great time. The Diamond Club amenities definitely made things easier and added to the experience. Would definitely recommend if you’re looking for a solid all-inclusive with great service.

it was our first expereince with Royalton and we are not coming back. Hotel: The hotel grounds are beautiful and the rooms have been nicely updated. There’s a wide range of activities, including spacious pools for younger children and an obstacle course for teens. The resort itself is expansive, and even when fully booked, it never feels crowded. Service: the service leaves much to be desired. It’s difficult to reach the front desk when you need assistance, and the waitstaff can be inconsistent. Overall, the staff seem overworked, and I often felt as though they’re doing you a favor—even with constant tipping. The food selection is also mediocre—even the kids noticed. Beach: This isn’t your typical Cancun beach with crystal-clear water. The water is quite muddy, and the seaweed season started early, so there was a lot of it. The beach was constantly cleaned with a tractor. Overall: The most disappointing for us was the alcohol selection. The bars give off a low-quality impression, with the same generic bottles repeated across the shelves. If you’re expecting decent options, don’t count on it—you to beg to get simple Jose Cuervo.

Beautiful , the staff was super nice and accommodating towards my husbands birthday. Definitely would recommend this resort to anyone especially since it was my first time in Mexico ever !

We just came back from a trip to Royalton Cancun. We love the resort and it was our 6th time there. The rooms and resort are clean, modern, spacious with great amenities! Food is always great. We tried a couple of restaurants but the service is so slow that nothing can beat the buffet. Always a great variety there of seafood, meats, veggies and fruits! Management started upselling meals with requirements to purchase wine/top shelf alcohol. We had been sticking to house brands previously but now they resort to pretty cheap options that are intolerable, so we were forced to purchase good tequila. Beach is very nice! Plenty of space and lounges. There is some seaweed but the resort tries the best to clean it. Pools are plenty, with great entertainment for adults and kids alike. Our kids couldn’t leave the obstacle course for days. I would like to thank Ariana, Marriott concierge, for giving us attention daily. She was a great resource and checked with us daily if we needed anything. She helped organize my daughter’s birthday and reserved a table for occasion at a restaurant. She was like a best local friend to answer any question and give advice. Thank you, Ariana!

Don't even know where to start. We arrived to check in and I asked if there was any upgrades available for a larger room. They said yes and charged me an extra $1500. I was fine with that, but we had to wait for the new room till the next day. They put us in our original room for our first night. Next day we got moved to our new room which was much smaller. I complained right away and even asked for our original room back. No one cared that they ripped me off and said our other room is no longer available. I have been traveling for over twenty years and never have I got a disappointing upgrade. This resort does not have ocean view rooms. All rooms face a pool with loud music all day and night. You can see a piece of the ocean between buildings and palm trees. Not your usual ocean view at all. Do not waste your money on their Diamond Club. Butler service is terrible. We asked every day for a couple extra beers and waters to be in our room and never happened. Nor did we ever meet our butler. The main buffet hall has a very strong sewage smell that makes it difficult to enjoy any meals there. They have cabanas all around the pool and on the beach. They are always empty every day because you're not allowed to use them unless you pay an extra $180 American each day you want it. No one paid that while I was there, so they sat empty the whole time. Very frustrating when they dont have enough chairs around the pool or beach for everyone. I highly recommend staying anywhere else. This was such a disappointment. On the upside, if you are there. The best drinks are made at the beach bar by Raul. We tried to make the best of things, but we will never be back to this resort again!

Location is spectacular Rooms are nice Value is very good Atmosphere is family oriented calm during the day at night would be nice a bit more varied for Hispanics . We felt descriminated by certain employees if your not bling and blue eyes and look Hispanic the treatment is very different. And we are Hispanics that are American citizens. Not a good feeling because our money is worth and should be the same to anyone else’s. I do have to say it’s not all employees but there is definitely a preference. And not being able to use uber is a big issue because taxis rip you off.

Great place. Lots to do. Super fun! Be aware, I charged something to the room and was told it would be taken out of the deposit upon exiting. He told me the extra $108 would be refunded to my card and it never was. Other than this we had a great time.

The hotel itself is nice but not 5 star going here is like going to a resort where you need to watch you are not being scammed by every staff member you talk to. first the taxi cartel will charge 3 times what the fare should be to leave the resort because they now you are trapped behind a 4 km road to unsafe to walk. In the resort you ask a staff member a question and they will either out right lie to you or pass you off to the next person not willing to help. you Example my wife is celiac we were told to ask to resturant host for help with the menu often they would either give you a dirty look or tell you something that was not true so you end up sick. The beach was terible you could not go in the water for the full 10 days because of the sargasm weed. on leaving the tour guide screwed up our airport transfer so told us to take a taxi and we would be reimbursed at the airport, at the airport the guy just laughed at us and walked away. After being charged $150 usd for a cab ride that should have been $50 usd. never again will I go here. Resturant food is below par for a 5 star drinks were so incredibilly watered down they had zero taste.

Oscar at the beach was amazing!!! Great place in general! Food was great! Hotel was clean! Will be back!

Zen teppanyaki best restaurant at this hotel. Amazing staff. Wonderful theatre and service. Included with all inclusive. Highly recommend.

Manuel, meza and abdlardo in the tepenyaki gave me and my family an amazing night with great service and lots of fun 10/10 thankyou !!

If I could give this experience less than one star, I certainly would. There were so many issues with this resort, I almost don't know where to begin! But first, let me stress that I suggest you DO NOT STAY at the Royalton Riviera Cancun. I repeat, do not stay at this property —and here’s why: 1) Terrible check-in experience, and the front desk staff were rude and unhelpful I booked two rooms for a vacation with my family for Spring Break. I arrived at the property, and upon checking in, I was told by Abraham, the front desk clerk, that the room for which we booked for our family for this vacation would not only NOT be adjoining, but that our rooms would be on DIFFERENT FLOORS. Mind you, I had specifically requested when I called the hotel (which I might add was EXTREMELY hard to reach anyone for assistance, but I'll talk about that later) and was assured that I would be able to get adjoining rooms for my family, seeing as I was travelling with my husband and 3 teenage children, Now, you tell me, WHO would be ok with going on vacation with their family and being placed in rooms that were a building and a floor away. WHO? 2) The room smelled weird, like chemicals They refused to give us adjoining rooms, and claimed that the best they could do is two rooms separated by a room in between. I can't even tell you how absolutely furious I was. At any rate, we entered our room, and it smelled like chemicals, and not in that Lysol chemical kind of way, more like in a biohazard kind of way. It was sickening. We had to open the patio doors to let the room air out. 3) Every few moments, the electricity went out in our room. That was so frustrating, and it was yet another annoyance while on vacation. Did I mention I was on VACATION?! Yet there were no vacation vibes to be had. The bathtub jutted out of the bathroom into the entrance hall of our room, and the doors on the bathroom did not function properly as they did not seem to be correctly installed in their tracks. It was evident that little to no care was given to aesthetics or functionality. 4) The food was SUBPAR, at best. The only decent meals were at the buffet for breakfast, and that is saying a lot. One night we went to the restaurant Grazie, and in every pasta dish I ordered, the noodles were half-cooked. Every...one. I ordered room service and received my food up to an hour AFTER the time that I was told it would be delivered. THEN, they take FOREVER to clear the hallways of empty room service plates, so it would attract these animals (that look like raccoons) that would come into the halls at night and eat from the room service plates. Seeing this was both nauseating and jarring, as I was scared to come out of my room at night for fear that I would stumble upon those critters in the hallway. I know, that is funny, but not funny! UGH! 5) Don't even get me started on the experiences of the others in my group (it was a group of 20 people/approx 5 families traveling together, and EVERY single family had issues with the resort, from room issues to rude service and many things in between, but those aren't my stories to tell, they will be writing their own reviews, so stay tuned, because it gets worse! The long and short of this. I am an avid traveller, a Marriott Bonvoy Ambassador Elite member, and I have stayed in Marriotts all over the world (as well as various Royalton resorts). This Royalton Riviera Cancun property is a complete and utter MISS in every single way, and for the cost incurred of booking not one, but two rooms at this resort, I would have hoped for a more favorable experience. That did not occur. I wanted to love it. I really, really did. BUT Marriott needs to do a complete overhaul of this property if they do not wish to keep receiving these kinds of reviews.

We had a wonderful time during our 11 days at this resort, it was our first time here and we would come back. Our butlers Carlos and Ulises were fantastic, they responded to all of our questions quickly and helped us book all of our dinner reservations. Juan at the diamond club pool was very helpful and personable, he helped us get lounge chairs and ensure we had everything we needed. We also celebrated our anniversary while we were there and he decorated our lounge chairs for us, which was very special. The food was great, the beach was beautiful and all the pools were clean and cool. We joined in many of the activities that the Vibe Team put on, which kept us very busy!

Great location, beautiful and clean resort! Food at the buffet was reliably fresh with great variety. Lots of specialty restaurants to choose from- Agave was our favourite. Many different pools, which each had their own vibe. Relaxing beach experience, although there was a lot of sargassum during our stay. Staff were friendly, welcoming, and helpful. Our experience with the Diamond club rooms was great! Our butler Cesar booked restaurant reservations for us and arranged our spa experience. He went above and beyond to solve a problem we had during check-in and provided us with fantastic service throughout our stay! Downsides: -aggressive sales pitch for the Prime Club at check in -people left belongings to reserve poolside loungers for the entire day and never came to the chairs. Would be helpful to have some kind of limit as to how long the chairs could be vacant before being available for others to use.

Royalton Riviera was a great experience. Love all the local fauna and animals that are around the resort. Grounds are very well kept. Every worker that I interacted with was very friendly and more that willing to help. Shout out to Hilda and Manuel from Guest services, they were very helpful with WIFI issues, booking ala cartes and getting my son some medical attention. (issue from off the resort) Jorge from the wait staff at the pool always ensured my drink was topped off. They all went the extra mile. Only issue we encountered was at Hunter's steakhouse. Thinking our main order got lost in the shuffle. Had to wait over an hour after our salads arrived before getting our mains. We were not in a hurry, so we just filled up on some delicious cocktails! Swim out pool was a bit cold, but was refreshing with the heat and sun, just took some time to get used to!

We had a wonderful experience at the Royalton Hideaway. Our two Butlers, David and Enrique made the 10 days we were there very special. They went above and beyond by helping us with our food allergies. They spoke to the cooks and restaurant staff to make sure we would not get sick. They even helped out our daughter when she needed help and they were not her butlers. They made sure we received everything we needed. Thank you David and Enrique.

Good Afternoon, I would be happy to share my experience with you.. We had a nice time at the resort. There were a few disappointing moments. It has taken a while to respond to this email as we got quite sick the last day and it just progressed when we got home for over a week we had gastrointestinal issues. First off the wait at the Buffet was always long and then the service at the buffet was sometime non existent, also the small as you enter the buffet was very off putting. On our 4th or 5th day I went to the front desk and told them I believe we have bed bugs as we had extensive bites all over, they sent me to the concierge. I spoke with the concierge and they indicated they would send someone to our room in about 15 or 20 minutes. I waited for 2 hours and no one showed up. We also had a leak in our room from the room above. We had a sofa bed for my grandson and the water was dripping on the bed so for the last three night he had to sleep with his Mom. We did put towels down to capture as much water as we could. They did come in on our last day and see it we wanted to move rooms but we declined as we only had one day left.

We've had 2 great weeks here. Staff are really friendly and helpful. A big mention for Leyva who regularly went out of his way to make sure we were ok and had drinks such a lovely welcoming gent. We wish him all the best and hopefullly see you next time

Greetings Lupe and Gina On behalf of our Family please accept our sincere appreciation and thanks for all your time and efforts in making our vacation such a wonderful experience. You ensured and followed up that our any request was addressed. Thank you! Sincerely, Arija and family.

Perfect !

Overall would not return. Food was ok. Steakhouse and Zen were the best dinners. Drinks are not well made at all- recommend sticking to wine or beer. We were charged for a spa visit that we did not have. Room itself was beautiful, grounds were beautiful. Beach is not useable with all the seaweed.

A nice place, Very well run. We were a group of 14 people and half of us ended up with Traveler's Diarrhea. Some of us were out of action for 2 days others up to 5 days. The place is crazy busy. There are over 1,000 rooms. If you are after a relaxing vacation this is not the place. We are a little older and came to be with friends and their families. Would not visit again at our age (60). If you're younger with family and want a non stop thrill ride this is your place. I'd just be concerned about the cleanliness of the place. That many people (8) should not be sick in a group of 14. Also there is a very bad smell of sewage that wafts through the different pools all day long some days. I think it's coming from the ocean sewage pipes near the resorts. (There is no sewage treatment in Mexico. It is all dumped into the ocean). Some days it was horrible.