Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort

First time at this resort. Came in and chose to upgrade to the diamond club since we were on a anniversary trip. We couldn’t had made a better option. We enjoyed every bit of our trip. Butlers Nassar and Jocelyn were impecable with their services and made them extra special for us. Diamond club bartender Don Armando was also great and will always remember him. Pool and premium drinks were top tier which is why we liked upgrading to Diamond. Spa and spa ladies were awesome. Our suite was always clean everytime we left the room, not worrying about booking anything since your butlers took care of everything. Wish they had their own transportation to downtown Cancun rather than expensive taxis but we made the choice of just staying in and enjoy our time. Premium liquor drinks were great, food is resort food didn’t expect much, but our dinner at Ma Maison was standout. Overall we left satisfied. Be aware of Prime Membership, stay away.

Avoid room 12-414 it smells like mold, shower curtain is moldy. Sliding door to bathroom is so hard to push if you are handicapped you wont be able to move it. If you’re a shy pooper avoid this room. There is hair and dead bugs behind the sliding door even after I asked them to come clean it. Room service plates and glasses left in hallways and broken plates in the stairway. Public restrooms were cleaner than our bathroom. All in all the pools are nice, staff were friendly and I would feel safe traveling alone to the resort. Food was pretty good and they had plenty of activities to keep you busy. Would I come back the price is right maybe I’d give it another go and pay for diamond member.

We stayed 7 nights at Royalton Splash Riviera Cancun with our 3.5-year-old and friends who also have two young daughters. We travel to Mexico every 3 months and, despite reading mixed reviews, decided to give this property a try. Unfortunately, the experience fell short in many areas. Check-in on day one took almost 2 hours at the Expedia lounge as staff kept going back and forth with their manager over text about possible upgrades. After all the delays we ended up keeping our original room. When we walked in, we noticed visible mold in the bathroom, and the building itself was surrounded by active construction. At night, even with white noise, we heard cleaning crews in the hallways, and at 6am loud banging and dragging furniture above our suite woke our daughter. After complaints and more back and forth, we were eventually moved to another room the next day. The food was another disappointment. The buffet repeated the same items daily, often ran out of food, and the poolside options were extremely limited. For a family stay, variety and convenience were lacking. The resort also felt much smaller than advertised, with limited activities, and would have been boring if not for traveling with our group of friends. On a positive note, some staff stood out for their service, especially Eduardo, our concierge, and Mardo, a buffet waiter. Still, overall this resort does not live up to Autograph Collection standards. I would recommend looking at other resorts.

Initially I only started writing this review because I was asked to by Brian with the vibe team who was an awesome guy! However sadly I CANNOT give this resort a 5 star review. I will honest I thought that a lot of the bad reviews were petty and over the top but I have a different perspective now. The exterior of the property is very well kept. The pools and slides were a great time but the interior is different story. It is very run down in some buildings especially 11,12, and 13. Our room has mold yes mold on some walls, bathroom counters, curtains, and it smelled like mold. We asked for a different room and was told we could check out from 12 to 4p in order to get one and then was told that they didn’t have one to put us in for the remainder of the stay. If you do not purchase their excursions or diamond club (which is 100 percent not worth it) then they don’t care to take care of you. Out of all of the restaurants on the property we found only 2 of them to be worth our time which is Taj and Agave. We honestly made the best of our trip staying out of our room from morning to evening. Simply because we would wake up with headaches and coughing because of the mildew and mold smell. This was literally the worst hotel stay I’ve ever experienced. If Marriott cares anything about their name they would ditch this place.

Stayed at this resort for 7 days in August 2025 and it did not live up to Royalton expectation as we have been to other Royalton across the Caribbean. Let me start by check-in process. It took us 90 minutes standing at the front reception to check-in just for the front staff to tell us that the rooms won’t be ready until 3:30 (note the hotel website says check in at 3:00). The staff was very disrespectful, and upon escalating the issue they brought the supervisor who wasn’t helpful either. I asked to speak to someone with authority in upper management but they refused to and kept making excuses that they are not at the hotel. Now let’s talk about bars in general. They have 1 bartender at the pool bar who is attending to 20 people at the same time. So if you want to get a drink, add 20 minute wait time each time you hit the bar. The only positive thing was the kids club. The 3 ladies (Esma, Alba, and Citlali). They were very courteous, very professional, remember our kids name as well. We travelled with 2 other families (6 kids in total), and Esma remembered all their names which is quite impressive. Our kids had a great time at kids club and we are grateful for the care they provided and we felt very comfortable leaving our kids there for an hour or 2 each day. Overall, the resort though a beautiful property, it needs to be run by a better management who isn’t cutting corners. The reception staff at check-in (all of them needs to be laid-off in my opinion). Never coming back to this resort and after the experience, I will pass on Royalton and consider other major chains who care about customer service.

Save your money, stay somewhere else. Like many others stated, this place is far from 5 star! The check in process is horrendous, we stood in line for about an hour, only to be told that our room would not be ready until 3:30pm, we waited and then still had to wait until 4pm. Got in the room and were hit with a strong damn and moldy smell. It was unbearable! I went to guest services to change rooms and the manager there was so rude. I was finally able to switch rooms on the 3rd day but was without a room from 11am to 4pm and then our luggage did not make it to the room until I called the bellboy, which was around 7pm. The second room was just as moldy and damp as the first. My kid developed a cough as a result. Also, another thing that is really unbearable is the harassment from the “guest services” people who want you to sign up for the Royalton club/timeshare. They take your info in the check in line and then “show you around” to get you to sign up for a special breakfast. Then when you say you can’t do it, they keep calling your room, texting and running into you at the main building. I tried to avoid that building! It was just too much! One of them told me that if I don’t attend the breakfast that I would be taking away their bonus. Also, the minibar is not refreshed often, I had to call for them to refresh it and we only received 3 snacks, no drinks. The buffet is okay, a large variety, no tortillas, but it is quite average. The restaurants are just average as well. Don’t bother with room service, the wait is 60-80 minutes and they get your order wrong each time. The pools are the best part of the resort and kids love them. The pool bar drinks barely have alcohol and the wait is long! The water slides are also fun. All in all this place is a 4/10, for the money, stay somewhere else.

Osvaldo from the entertainment team was brilliant! Great fun and plenty of energy all day with different activities for all ages. Definitely made our holiday extra special! Jesus was excellent at looking after us round the pool all day, ensuring we always had a drink with us and very friendly too! The service in the restaurants so far has been a little slow.. the smoke house was fantastic and our best experience so far

A huge disappointment part 2. See my partner's post for part 1 as this was too long for 1 review and we can only post 1 review each. The nightly activities schedule was consistently incorrect. When they post the events on their app, they do not follow their own schedule, so we missed several of the activities believing we made diner reservation for the right time. For example being told trivia night starts at 8:30pm (on their app) being there at 8:15pm to find the game had already begun and then be told we are too late to join. Pictures included with this post are of the minor injuries (burns) we incurred on some of the water slides at their waterpark. Other slides you have to push yourself down because there isn't enough water flow. Room service is an absolute joke. There is a 90 minute wait, which is almost to be expected, but the orders are always incorrect. Every time we ordered there was always multiple items missing. Every time you order, the staff calls to confirm the order. It would be very easy to let us know if certain items are out for the day if the issue was running out of food (which was another issue). On top of that, if you call to correct it you will be passed around in an endless loop of "let me forward you to someone who can help" and its over the most basic question "Can I get the missing items from my order?" At a certain point you just have to give up. There are a few food/snack stations out by the pools during the day, 1 burgers and American food truck and one tacos and Mexican food truck. Every day they would be out of most items by around 2pm, and after a while it just started to feel cheap. We made several reservations for extras with the hotel like day beds, the jump park, braids for our daughter and dinners. Almost always was there an issue with the reservation in some way and took a part of our time trying to correct the issue. We had to push to make anyone care. I did not drink at all during the trip as I wasn't well however my partner and other vacation friends reported the point was mute, there wasn't alcohol in the drinks. At one point they questioned if it was even liquor in the bottles at the bar. I was aware that the turquoise waters you see online are false/photoshopped images. However, the beach was truly worse than I could have imagined. I didn't set foot in the water and only spent 10 minutes on the beach in total. The smell is enough to keep you away. I'm an easy going person with a sunny disposition on life. I manage my expectations as I realize expectations can set you up for failure. Save your money, save your frustration and pick another resort.