Royalton Riviera Cancun

Gustavo and Louis , very nice and helpful , never missed anything with them

Gustavo and Luis were amazing. The hotel was beautiful. The food was great. We were in a swim up diamond club, the room was perfect other then the fact that we were facing the main pool and it was pretty loud. I also felt that the check in was terrible and needs some work. Watch out for alligators because their location is by the mangroves. But it was a good value for the money spent.

This was our first vacation to the Royalton Riviera Cancun & Casino Resort. The reviews and photos we read and saw were the reasons why we chose this resort and it did not disappoint. The staff were phenomenal, friendly and made us feel welcome. Right from check in, we were greeted and taken care of by Ylse in the Prime Office. Our Butlers; Benny, Nestor and Cesar met with us at check in and interacted with us daily for Resort Events and booked our nightly Dinners. We are Prime Travelers Club Members (invested a lot of money in the program), the first room we checked into had a horrible view and the team led by Ylse did find us another room with a much better view the next day. There was nothing wrong with the Luxury Junior Suite that we had, the balcony looked out at a road, which we did not think was acceptable for Prime Travelers Club Member. Our dining experiences were right on. Hats off to our servers; Armadillo Tex Mex (Jose), Agave (Jorge), Zen Tappanyaki & Sushi Bar (Armando), Grazie Trattoria (Miguel), Hunter Steakhouse (Giovanni) and Bartender extraordinaire Mateo at the Lobby Bar. I cannot wait for my next Green Flack with Tequila! The Breakfasts, Lunches and Dinner at the Gourmet Marche Buffet was always delicious. The Desserts rocked!! Dining was 5 Stars. All of the staff we interacted with were very friendly. We would give our experience 4 out of 5 Stars. The housekeeping staff and crew that filled our mini fridge also did a great job! A few disappointments we must note. Take the good with the bad! The Beach. The seaweed (sargassum) was bad and you could not enjoy the ocean. We took a walk on the beach but it was not a great experience. It did smell occasionally. The many pools were certainly enjoyable and we experienced another foam party. The Vibe Team. We visited Jamaica (Royalton Hideaway Blue Waters) and Punta Cana (Chic) in 2025. We had a better connection with both of those Vibe Teams. You actually got to know the team by name. When they were hosting events or competitions around the pool, they would come and find Lisa and myself. This larger Riviera Resort did not have the same vibe experience for us. The Entertainment. We can ditto above, we felt the other resorts had better nightly entertainment. The host in Cancun spoke really fast and more Spanish than English it seemed and talked a lot in between events, which took away from the flow. These are just our opinions. Shouldn’t this Resort’s entertainment be much better since it is much larger than the smaller Resorts? A special thanks to our Prime Travelers Club Mau (Maurice). He touched base often and listened to us! The special Prime Dinner Friday night was Awesome! Thanks Mau. Thank you Royalton Riviera Cancun & Casino Resort for another MEMORABLE VACATION! Dean & Lisa

Had an amazing experience with Brisa from VibeTeam. They have challenges around the pool area that make it fun for everyone and every age. Definitely made the stay better

Having previously stayed at a Royalton property in Jamaica and having an excellent experience, I was incredibly disappointed by my stay at the Royalton Riviera Cancun in Mexico We specifically paid a premium to upgrade to the Diamond Club expecting an immaculate property and top tier service. Unfortunately, while the frontline staff were a saving grace, the hotel fell short due to severe maintenance, cleanliness and upper management failures. To be fair every single staff member we encountered during our stay was very helpful and polite. Our two Diamond Club butlers were lovely, but I feel they had a heavy personal responsibility to correct issues. That pressure should absolutely not be on them; it is failure of higher management to provide an acceptable product in the first place The Room and Private Jacuzzi: While the layout of the room itself was lovely it suffered from numerous flaws and poor upkeep. The TUI website pictures showed partition screens separating the bedroom and bathroom, but our room only had a flimsy curtain. On the day of arrival the wardrobe doors where completely broken and would not slide across one side to the other requiring maintenance to fix right away. The walls had noticeable marks on the paintwork, and the entire space looked tired and in desperate need of refresh and attention. Cleanliness was a major issue. Our indoor jacuzzi bath had yellow stains and visible mold around the jets. Out on the balcony , the floor was heavily stained and the side walls were covered in bird droppings that housekeeping had made no attempt to clean. When my husband tried to use our private balcony jacuzzi a few days into the stay, we noticed white footprints on the decking. Furthermore the jacuzzi did not work. It required to separate visits from maintenance to get it running and even then the jets lacked power, there was debris and what looked like skin floating in the water. We never used it again. Housekeeping and Amenities: Basic daily upkeep was deeply lacking. My hair falls out quite a lot daily, and because it remained visible on the floor throughout the stay, it was clear the room was never properly swept. Daily turndown service was hit and miss and did not always happen. The linen management was unacceptable . We found dirty dressing gowns hanging in the wardrobe when we arrived. We reported this to the TUI rep, and while replacements were brought, they left the dirty ones hanging there. The room and sun bed towels were old, tired, faded, and frequently arrived with dirty marks on them, lacking a freshly washed smell. Additionally, the hotel has removed plastic water bottles in the rooms and provided with glass ones instead which would be fine, except we were forced to walk down to a lower floor and along a corridor to fill them up ourselves daily. Dining and Butler Service: The buffet restaurants was very hit and miss. The cereals which were oddly placed I the children’s section were stale and tasted like cardboard. We frequently had to ask for basic items like cereal spoons. Worse still the fabric serviettes-on the tables were consistently dirty and looked as though they had been reused to wrap up cutlery from previous guests. Because there were no table mats, the tables were constantly wet from dripping, cold glasses. We also repeatedly came across poorly washed , dirty mugs at breakfast. We were assigned 2 Diamond Club butlers working alongside each other on different shifts to manage our needs, and we did utilise them for the first few days to address some of the issues. However, we eventually gave up because I felt these issues should not be put on them it is the responsibility of the management of the Royalton Hotel. A premium resort that prides itself on being immaculate should be properly inspecting rooms before a new family arrives and should not be greeted with flaws and disappointment as this spoils the start of the holiday. Ultimately the butlers assigned to me and my husband acted as a buffer against the hotels management and maintenance failures. Without them the operational flaws of the resort would have been even more disruptive to our holiday. I feel the butlers act as bridge between hotel operations and our holiday rep. Without them, my husband and I would have spent a lot more of my precious time managing complaints and resolutions. While our butlers tried their best, we eventually gave up reporting the endless issues that arose. This was a 2 week holiday that we look forward too once a year and that we paid a lot of money for, we were there to relax and enjoy our time not spend our days constantly chasing staff to fix Basic Baseline Problems that never should have existed in the first place. Having to choose between living with a dirty, broken room or spending our limited precious holiday time managing complaints is completely unacceptable for a Premium Resort. I paid a significant amount of money for this holiday and the Diamond Club upgrade, and I left thoroughly disappointed. I will not be returning to this property.