Royalton Riviera Cancun

Everything was wonderful. Oscar and Gina made it a trip to remember!

It is a beautiful resort but it is south of Cancun and you will need to take a taxi if you want to head out by yourselves. Taxi is expensive.

Just returned from 6 nights at the Royalton Riviera Cancun where we stayed in a Diamond Club Swim Out room which included butler service. I can't give enough praise to our butlers, Gustavo & Luis. They were incredibly attentive, keeping in contact throughout the day without being intrusive: checking in via text to ensure we were happy, updating us on resort happenings as well as their schedule so we knew who was available & when. They responded to every request promptly & with a smile, no matter how small the ask. Our trip would have been undeniably less enjoyable without them. Resort was clean all around & our housekeeper did a great job with our room. Love that you can select your exact room in advance via their website (for a fee). Being on the Diamond Club side of the resort we had no real issues with noise but encountered a noticeable difference around the main pool & kids area, as expected. We utilized their spa & had great experiences with their massage services & hydrotherapy circuit. The Diamond Club 20% spa discount was a great perk. We took advantage of one of the resort promotions & were very pleased with the rate we obtained, especially given the room category we selected. The reasons they only got 4/5 stars is the ocean (which they cant really help) & the food (which they can). Despite their efforts, the ocean & shoreline are both full of copious amounts of sargassum/seaweed, making the ocean unsuitable for swimming IMO. That said, the biggest disappointment without question was the food that was all around mediocre at best with the one exception being their Teppanyaki restaurant where the food was very good & our chef gave an excellent show. Given our overall disappointment at other spots we decided to go a second time & were completely unimpressed by a poor chef (in terms of both cooking skills/taste & showmanship), so your mileage may vary. We would stay again but only in the same room category with the hopes of having Gustavo & Luis as our butlers as well as hoping for an overhaul of the food.

I am finding g this hotel to be punching at a 5*. I have stayed in much better 5* hotels than here. The resort is just not very clean. The pool areas have a lot of algae and the tiles are very green. In the infinity pool (not infinity as the pool pumps are running) there is so much algae and the beds and tables on the pool ledge are plastered in it. I actually feel minging when I get out the pool but it is so hot that you have to us them. There has been bird poo on the beds which has t been cleaned off in days. There has been raccoon poo on the landing for several days now and old all dripped in the stairwell to our rooms. I would say I’m 50/50 on the staff, some are just generally quite rude whilst others are very friendly. The food generally has been good, with an excellent selection in the buffet restaurant and we have enjoyed the steak house and Italian. The app doesn’t always work so well but is good for messaging guest services if you need anything. Room service is very very slow. It took two hours for our tea and coffee to arrive!! We ordered at 6.30 and it arrived at 8.30. By which time we had gone to the Buffett for breakfast. The beach is almost unusable because of the seaweed and although they really can’t do a lot about it don’t be fooled by the beautiful beach photographs as it absolutely stinks and hardly anyone uses the beach bar because of it. We are seasoned travellers and are very disappointed with our first experience of the Royalton brand.

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. Thank you to Andy and the entire Royalton team for making our first little family getaway such a great one. We made some really special memories together and will definitely be back!