Tina D.
Google
We recently stayed at Royalton Splash Riviera Cancun as a group of five couples, and unfortunately our experience did not live up to the “luxury” reputation.
Upon arrival, check-in was extremely slow and we were given zero information about the resort. No one explained where anything was located, and we were left to bring our own luggage to our rooms without any directions — which was very confusing given how large the resort is.
After checking in, we went to grab food at the sports bar, which was supposed to be serving until 12 am. We arrived at 11:30 pm and were told only room service was available. We then waited another 45 minutes for room service to arrive. Right away, the “luxury” experience felt disappointing.
One of the biggest issues was the pool chairs. By 9 am every single chair was taken with towels. We later found out people were waking up as early as 5 am to reserve chairs, or even paying staff $10 a day to put towels out for them. One morning we got up at 6 am to reserve chairs for 8 am, and the resort staff removed our belongings and replaced them with towels for paying guests. Most of the day, many chairs sat empty with towels on them. A proper towel or time-limit system would easily fix this. Again — not luxury.
The beach was fairly dirty and only cleaned once in the morning, not throughout the day.
On a positive note, the food was the best resort food we’ve ever had. The steakhouse was amazing, and drinks were very well made. The bartenders and cleaning staff were extremely friendly and hardworking.
However, reception staff were no help at all. We booked as five couples and specifically asked weeks in advance to have our rooms close together. We were told it wouldn’t be a problem and to mention it upon arrival. When we arrived, they refused to help, and one couple ended up on the complete opposite side of the resort.
Another confusing issue was the buffet rules — one day you were allowed to take food out, and the next day you weren’t, with no explanation. Staff just pointed to a sign. Very unprofessional and inconsistent.
Between the poor management, lack of help from reception, issues getting milk for our babies, and never being able to get chairs, we will not be returning to this resort.
It’s a shame because the food and hardworking staff were great, but the overall experience was far from what you’d expect from a luxury resort.