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

Not luxurious at all. When we arrived at our room, we immediately noticed the run-down condition of it. There were mosquitoes flying around everywhere inside our room, and 3 dead ones in the tub. The fridge didn’t work, and after complaining several times and the staff telling us they replaced it (they didn’t), we resorted to using our friends’ fridge for our baby formula. The staff knew we had a baby yet put us in a room right next to the loud music area of the resort. My baby ended up getting bitten by a million mosquitoes, and we had to buy bug spray from the gift shop which was $26!!!!! Guest services refused to compensate us for that. They “fumigated” our room (we could not enter for 2 hours) yet the mosquitoes remained. Ordered room service 3 times. First time was fine, second time never came, third time came after an hour and the food was laughably bad. The resort is supposed to have all these bars and restaurants but most of the bars are closed and the restaurants require reservations well in advance. The portions are also really small, like tapas. The buffet was huge but not the quality you would expect. The pools were nice, but the beach was full of seaweed and there were some structures under construction which took away from the vibe. The beach chairs were all really close together and the whole beach area felt like an afterthought. The beach bar ran out of beer and ice. The drinks were also really weak. My friends and I “drank the rainbow” meaning we had a cocktail for every color of the rainbow. 6 cocktails. We were barely buzzed. The pool had a snack window and we got the most outrageously leathery hot dogs I’ve ever seen. The only positive thing about this resort was how hilariously terrible everything was. If you like to laugh and hate luxury, you should definitely come here.

On arrival check in took ages…….we were first in the que! But took 30 minutes to check us in. Room - there was me my husband and 16 year old daughter - room only had one bed. We asked them to make up the sofa bed which was sorted within an hour. Room was tired but clean. No coffee or tea making facilities which was a disappointment but fridge was stocked with beer, pop and water daily. We had a swim up room which wasn’t connected to the main pool but in the heat a god saver! |Food - Bufett really good - loads of choice, different things very day. Really enjoyed all of my meals here. Tried all of the other restaurants other than hunter steak Resturant as well couldn’t get in. I found if you went on the app and booked first thing as soon as you wake up you could get in there. Restaurants - good variety of food. Taj was our favourite by far and Zen was nice too. Now stand out service was from a lovely man called Antonio who served us daily to our room via the swim up pool. Great guy and made our holiday! Thank you so much Antonio ! |Overall - would go back, had a lovely time. Improvements could be made but nothing that spoiled our holiday

We have just enjoyed a lovely week at the Royalton Riviera Cancun. We booked 2 Diamond Club rooms, not only are they nicer but you also have full access to all of its restaurants and bars. All the staff were really pleasant and ever helpful. In the DC you also get a butler who can book all of the al a carte restaurants for you. Some of the service issues we encountered coupled with a few of pool areas are needing some repairs means I can't give 5 stars. I don't think it's acceptable for you to get starters served before they have even found your bottle of wine, this is supposed to be 5 star. Incidentally and much to their embarrassment they couldn't find the ordered (and paid for separately but refunded) bottle of wine, not a shining moment. The hotel is closing in August for a refurb so that might sort those issues out. The pools were lovely, swim up bars at all of them. The beach is absolutely fabulous, sunrise on first morning was stunning. Rooms were very nice and the aircon was great. All the food we ate was fantastic, the buffet was really good, favourite family meal was at the Tepanyaki. We recommend this place and we also suggest that the Diamond Club is the way forward and worth the extra money, it does come with plenty of addition perks (listed on the website), however we probably wouldn't return as there are plenty of other nice places to visit in the world.

Don’t come here!!! I’m literally 27 years old and I can get down with the most ghetto stuff and this was awful for me. I’m giving two stars because the food was good in the restaurants and the pools were nice. First off- the check in process (we upgraded to diamond club) was horrific. Took 3 hours to get checked in, and receive our luggage, no AC in the little “diamond club”, and no ice or cold drinks. I was sweating my ass off this entire trip. Our room situation was so messed up. We booked swim up suites for 6 of us (3 suites) and literally got 4th floor rooms with double beds in them. We were not able to be moved or upgraded due to availability. For our trouble, we were given 2 “free” days of the Bali beds at the pool. WRONG!!! These still appeared on our bill and had to fight with multiple people to get them removed. Every staff member would ask “who did you speak to” every time I checked on the status of a complaint I had. No one ever made a note or record of anything that was happening. The service sucks. Room service was gross and took forever to show up (if it even did). We were promised butlers with our diamond club upgrade but I kid you not they did not exist. The “resort credits” you are promised are a joke. It’s like $5 here and there in a giant coupon book. Literally go anywhere else I am BEGGING YOU!!! Don’t waste your money!!!

I’m a travel agent and went to this resort because I’d seen mixed reviews. The resort itself was nice and overall clean. They are starting to do renovations, so I expect it to be nicer. The buffet was good, even though on other reviews I saw people said it wasn’t. The omelets were very good. The ice cream and coffee spot on resort was also nice and the spa was amazing. We stayed in a Diamond Club Luxury Family Suite Ocean View. It had a hot tub and outside living room up top, which was nice. There was also separate check in for Diamond Club members which was nice also. Things that this resort could improve on is their service level. The Butler service could definitely be better, as we weren’t greeted by our Butler upon checkin, because the Concierge was trying to sell us “extras” that we didn’t particularly need. She wanted to escort us and forgot to give us our maps, etc. Our actual butler we didn’t see until the next day, even though I went back to the lounge to let them know our Butler hadn’t contacted us, and at that point it had been 3 hours since we arrived. Then it got a little better, but really they just helped with reservations mostly and you can do that yourself on the app. When you’ve had Sandals butler service it makes everyone have to step their game up. In a nutshell slow service. The restaurants were also a sore spot, not that the food didn’t taste well, it did. However, they took entirely too long. The last day everyone in my party left the table and my daughter fell asleep at the table because we had to wait so long on our food. On the premium alcohol available to Diamond Club members, it was only in the lounge so you had no access to it out on the resort and it was a long walk. The lobby was also open air, and we actually saw a raccoon in the hallway, because people were placing food outside their door from room service and it was also in the pool area in broad daylight. There were also 2 stray dogs on the property that came into the pool area. Finally, the wrist bands used to open our rooms dropped out probably 10 times between all of us while we were there. That was super aggravating. Also, for anyone staying at the Hideaway, which is adults only, you have to enter through the family friendly side, and all of the main activities were on the family friendly side, so if you wanted a kids free vacation, that’s not for you. Also, adults staying at Royalton Riviera did not have access to Hideaway unless they were in the Prime Club. I personally would not stay here again, but I probably would stay at some of the other Royalton Resorts in the Hotel Zone, like Royalton CHIC. I also didn’t like the location because it was far out, and not close to the hotel zone. Overall, I’d give it a 1/5. Service is huge to me and that raccoon was not for me at all!

Where do I start? Let's start with the check in process. It took us close to two hours to check in and the reception staff was not welcoming or friendly. We usually stay at other hideaways for the customer service but they were lacking just that. I visited with my friend to celebrate my birthday and it became memorable for the wrong reasons. We had requested rooms close to each other and they were not able to accommodate. Then after waiting for the long check in my room key did not work which was another trek to the other side of hideaway. The guest services that they had for hideaway clients on our side were for the diamond clients. The next day our door would not close. When I asked a worker for assistance they seemed bothered and told me to go to security to report I was supposed to leave my open room and go to security. Perfect solution. Then we requested to have our room clean and they bought a few towels in the room and left them at the foot of the bed and that was the extent of their cleaning. The next day we put the do not disturb sign and they went in and cleaned. We had so much problem reserving for the restaurants and we requested help the person seemed bothered and didn't help much. And that is not even addressing the service in the bar, the sports bar and the dinner buffet. Instead of closing for renovations they should close permanently as the powers that be at Royalton need to make sure that vacations are what we pay for and not have this happen. If I could give a zero rating I would.

We recently stayed at the Royalton Riviera Cancun, and overall, the experience was average and did not live up to its luxury branding. While the Junior Suite was spacious, clean, and comfortable enough for a family of four, other aspects fell short. The food was one of the biggest letdowns, quality was mediocre, with limited variety, and securing dinner reservations required logging into the hotel’s app at exactly midnight, which was inconvenient and stressful. Walk-in options were scarce, and we consistently encountered long lines, even at breakfast. Pool areas were crowded, and unless you woke up very early to claim a chair, you’d be out of luck for the day. The hotel had good on-site activities and felt very secure thanks to multiple checkpoints, which we appreciated. However, the location is isolated, with no nearby amenities and no access to Uber, making off-site trips difficult and expensive. Overall, this resort felt more like a mid-range all-inclusive rather than a true luxury destination. With improvements in food service, reservation systems, and crowd management, the experience could be significantly better.

Overall a really good holiday / rooms were clean and kept that way, service overall was excellent especially Manuel (served at the steakhouse) whose service was impeccably good, made the meals fantastic. Also special mention to Rodrigo at the pool (diamond area) who was brilliant start to finish and couldn't ask for more service or assistance! Brilliant We had none of the issues any of the other reviewers had other than two poor services across two meals, other than that service was great. Rooms were good, kept really clean and no issues at all in that respect Overall really happy 😃