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

Stayed at this hotel for 5 days 4 nights. The location is great, good amenities, however not what you would expect from an Autograph resort. The good- variety of food, fresh, and good restaurant service. Quick and comfortable beach access. Lots of activities for kids 5 years or older. Rooms are clean, spacious and comfortable. The bad- check in process was terrible, took over an hour to check in, our room was not ready therefore we had to return two hours later to get a room number which took another 40 mins of standing in line. Their system is extremely slow and manual (signing pen and paper, struggling to make payments due to poor internet connection), despite several calls to guest services, our check in process was not completed properly causing issues with dinner reservations on the app, using TV, room charges, etc. I paid for my parents' room to get upgraded, the room flooded the first day (water made it under the bed and outside the room to the end of the hallway), maintenance "fixed it" however it flooded again the next day and one more time before checking out, hotel was fully booked, therefore a change of room was not an option. Staff was apologetic, but made no offer to make amends. The kids amenities, including the smaller splash park are not to be used by kids younger than 5 years old, this was not clearly advertised and caused disappointment for us, traveling with a 4yo. Overall, the hotel is not ready to be fully booked. Bars, restaurants, etc. were completely crowded, impossible to find a chair or sun bed around the pool or beach all adding up to a somewhat disappointing experience. What saves it was the overall feel of the hotel, great views, etc. plus the staff was incredibly friendly and patient through the rush.

Our family stay at the Royalton Splash Riviera Cancun was truly unforgettable, thanks to the incredible staff who went above and beyond from the moment we arrived! First and foremost, Armando, the most amazing bartender in the Diamond Club, made us feel like family every single day. His service, energy, and genuine kindness set the tone for our entire trip. He didn’t just serve drinks—he created an experience. Armando is truly one of a kind! A huge shoutout as well to Jonathan in the excursions department. His attentiveness and professionalism ensured our whole group was taken care of. He guided us through every detail with patience and enthusiasm, making our adventures smooth, fun, and stress-free. We also have to give special recognition to Arturo and Victor, the best butlers we could’ve asked for. They checked on us daily, handled all our dinner reservations, and consistently made us feel valued and supported. The highlight was how they went out of their way to surprise my daughter with a beautiful birthday setup in our room—an unforgettable touch that meant the world to us. Royalton Splash Riviera Cancun is a beautiful resort, but it’s the people who make it exceptional. Thank you, Armando, Jonathan, Arturo, and Victor, for making our vacation truly magical. We can’t wait to return!

We stayed from November 23rd trough November the 30th 2025 and we had a very bad experience in this hotel, I even went to talk to the management 2 times about the issues i even sent an email and no response and here is the email I am writing to formally express my dissatisfaction with several issues I have experienced during my stay at Royalton Resort from November 23rd to November 30th, 2025. Unfortunately, this is my first time at your resort, and it has been a very disappointing experience so far. 1. Food Truck – 11/25/25 Today at the pool area food truck, I was told there was no bread available and that it would take over an hour to restock. This is extremely inconvenient, especially for a resort of this price and reputation. 2. Brazilian Steakhouse – 11/24/25 Yesterday, at the Brazilian steakhouse, my waiter took approximately 30–40 minutes just to bring a glass of wine, and the food arrived cold. This level of service is unacceptable for a restaurant that is described as a premium dining experience. 3. Ribs Not Available – 11/23/25 & 11/24/25 On 11/23/25, my father requested ribs and was told there were none available. The following day, 11/24/25, we were told the same thing again. However, we later saw other guests being served ribs, which makes the situation even more frustrating and unacceptable. Considering the high cost of staying at your resort for an entire week, I expected a much higher standard of service, consistency, and guest care. These issues have negatively impacted our stay, and I am requesting that management address these concerns promptly. Also how can a hotel that is supposed to be all inclusive and that you are paying can run out of mimosas around 9 am and it was not only me having issues i met people from Canada and British they had the same issue with drinks and food and service Also on the steak house we had a reservation we arrive on time 7:30pm they took us to the table they ask for our drinks and kids food order and ours entries came and kids food came but adults food didn’t arrive we were already 2 hours waiting for our food we saw another table and we ask them how long had they been wainting and it was more than 2 1/2 hours, we waited for 15 minutes more and we left. Also Thursday November 27th thanksgiving on the buffet they put a tray of chocolate cover strawberries they were about 100 strawberries we didn’t get one we ask if they were going to Put more and they said that was the only tray they had On the bars sometimes they didn’t even had limes And just to finish with this bad experience on this resort supposedly to be 4 diamonds when doing the check out i was going to get a coffee at the coffee place that they have and is self serve and for My surprise they didn’t had none and i was not surprised any more about this resort, my kid ask for a smoothie that was also supposed to be ready and was not. My vacations were ruined in this resort we always travel to cancun for thanksgiving vacations and we are 13 people we pay for 3 rooms 7 nights 8 days Spent so much money and it’s not worth it. The servers from the pool and the burger food trucks are really friendly they tried there best with what management give them to Work

We will not go back. We had a family Thanksgiving trip with 5 rooms! The hotel is dirty, hallways and many rooms smell. They constantly try to sell you stuff. The check in process took more than 4 hrs! The food is sub par. We made reservations for everyday there and every single day we had to argue with them to get seated even though we have confirmed reservations. Once we went to a restaurant and they ran out of all food except for a salad. Another time we went to a restaurant and ordered a meal and after an hour and a half later when the food did not arrive we left. They don't serve any food by the pools, only drinks. We were in a large group and half of us got traveler's diarrhea. We went to the medical clinic there, the "doctor" charged us $180 only to tell us to go to the real hospital. She did not do vitals, did not examine the patient, did not draw any labs and had very limited knowledge of a medical problem our family member had! When we booked our rooms we choose water front rooms, then after we paid for the rooms we got an email trying to upsell us to choose our room (anything from $95 to $2000)! The orange juice is not real, it was like Tang (artificial). At the steak house the appetizers were all frozen foods from Costco. If you want a good steak you have to pay an additional $35 to $50! Most restaurants did not have coffee as their coffee machine was broken. We had to fight for good seats around the pool, if you arrived after 7:30 AM there were no good seats available with shade. In one of our rooms the AC did not work. We spent a day on the beach and not once did anyone come around and get our drink orders. The Diamond Club area was always full and very little available free space by the pool. If you like the smell of cheap alcohol and cigarettes then this place is for you. If you like fried frozen food from Costco and taste is not important and quality if not relevated then again this place is for you. The hotel was full of europeans and smokers. Many of the staff don't speak English. As a very long time Marriott Elite member, I feel compelled to say that this property operates with standards far below those expected of a true Marriott Autograph Collection experience. Way, way below. For the money it was a terrible deal and we will not be going back.

Very crowded resort, workers were great trying to take care of everyone but just too many people for the services offered. Food was average to poor as it is mass production. Long lines for the food trucks and gelato. |The entertainment was great most nights and provided lots of family fun. Gym and pickleball were great as were the classes such as yoga and Pilates. Butlers Rene and Roque went above and beyond to help where other services were lacking. We were very appreciative of their service and attention to detail. Be careful for the Prime sales breakfast, it’s 90 minutes but very pressured. We did it and got a free cabana and 2 massages for a discount but it does take up the morning.

We had a great stay at Royalton Splash Riviera Cancun. Few negatives : check-in is way longer than experienced at other resorts. It could be a question of timing, but first impression was not good. After, almost everything got better. Kids loved the pools (too young for waterslides). We also managed to book a different restaurant everynight with the app without being Diamond club members. Service everywhere was amazing, except at lunch time when we tried the Italian restaurant. We ended up leaving after being seated for over an hour without eating. These 2 negatives points still didn't ruin the amazing vacation we had. Would come back.

Do yourself a favor and book elsewhere unless you plan to do a diamond level booking. Even then I couldnt recommend it. While staff was very friendly, service was slow and the food and pastries were usually stale and rock hard. Once I was lucky enough to get a fresh pastry and it was a delicious change of pace. Our first room was in the same hallway as construction, making our first few days loud and filled with both chemical and a sewage smell. While they did eventually move us to a diamond room as compensation, the room and general area wasn't in very good condition. The large bathtub stopper didn't work and then I sat in it you could really see how dirty/dingy the lighting and general area was. I wouldn't want to use the tub even if it has worked. I will say, the water pressure for the handheld shower nozzle was fabulous. The bed was short sheeted for the bottom sheet and at 5'3" my feet were against the mattess which also seemed like it needed to be cleaned. The pools and poolside service was nice, but do yourself a favor and find that at a different resort. Drinks and tequila wasn't great either. Resort App was buggy. Music entertainment was fun though. In general, dont recommend for children or adults and we dont plan to visit any Blue Diamond Resort again.

We had a wonderful family vacation here. The Kids Club staff were professional, caring, and truly amazing. Among them, Alba was the best — thanks to her, we felt completely comfortable and safe leaving our child at the Kids Club. I’ve stayed at around seven resorts in Cancun, and I can honestly say that the buffet here is the best I’ve experienced. The chef who makes omelets (Tuesday–Saturday, left side of the buffet) always greets everyone with a big smile — such great service! The teppanyaki show at the Japanese restaurant was also fantastic, and all the facilities — the water park, pools, and common areas — were clean and well maintained. The only downside was that check-in took quite a long time; our room wasn’t ready for over two hours. Aside from that, everything was wonderful, and we had a truly happy time as a family. Highly recommend this resort!