Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

21430 reviews

• 

  The worst experience ever. Awful customer service.

  Upon arriving I realized I booked the wrong hotel. We originally wanted to stay at SPLASH. The names of these hotels are almost identical and I booked the wrong one. Upon arrival I FIRST spoke with GUSTAVO, a supervisor. I explained to him what happened and he assured me no problem we will take care of this. He passed me along to his co worker JIMENA who I repeated (2nd time) the situation to, who told me that this is very common and they frequently bump guests to splash since it’s a bigger hotel. She was constantly texting on the phone and going back to the back room. She suggested we start the check in process and pay the taxes and fees (but not actually check in) and go to the buffet bc it can take 1-2 hours for a response. That was her suggestion! I looked back at my elderly parents (75) sitting exhausted in their winter clothes and I made the decision to stay for that night there and move in the morning (this whole process already took 1.5hrs- we arrived at 330pm). At 8pm I went back to follow up and STILL NO ANSWER. Thank goodness we didn’t take Jimena’s suggestion to just go to the buffer! At this point was told to speak to a manager named ADRIANA (3rd person). I REPEATED the whole situation all over again - there seemed to be no record - no chat to follow up on. She assured me she would take care of it, took my email and said she would email me an answer by noon the next day the latest. Next morning- NO EMAIL/NO COMMUNICATION AT ALL. I go back to the lobby at 9am thinking Ok by now they must have some answers is it a yes or a no? Are they able to bump us or not? NO ANSWER. Constant LIES and I am met with yet ANOTHER manger, SOFIA who I REPEAT (4th time!) the whole situation once again. No record of any chats. She starts texting on the phone AGAIN. At this point I’m thinking WTF is going on? Texting is fine but no one takes hours or days to give you a response. And there were no notes on my account bc everytime I went back no one knew anything! The staff saw that I was starting to get very irritated. They FAILED to mention that there are options- for example you can take a 5-7min walk and be at splash and use their amenities with a day pass! A fellow traveler told me in the lobby. WHY DIDNT THE STAFF OFFER ME THIS OR ANY OTHER SOLUTION?! I even offered to pay any cancellations fees or extra for the switch. Now hotel grounds: the rooms are extremely old, outdated and in poor condition. We had a swim up room. There were little tiles missing in the pool and my daughter was collecting loose tiles- hazardous- can easily cut yourself on the sharp edges. Mold on the mirrors. Dirty bathtub. The tiles in the room were extremely slippery going from the swim up pool to inside- you can get seriously injured. My toilet broke and when he came to fix it he splashed water all over it was so disgusting! (all pictures posted) and of course didn’t fix it I had to call again. Such a NIGHTMARE. I’m on vacation for a short period of time. I don’t want to be wasting time in the lobby speaking to 4 different people over and over again or calling for maintenance and never actually getting a solution. The whole vibe of the hotel is elderly 60+. Completely incompetent and not helpful. I’ve never been to a hotel where the staff cared so little about their guests. After traveling to Mexico for 15+ years staying at many resorts: paradisus, barcelo, Hyatt ziva, xcaret etc the Royalton Riviera is by far the worst hotel I ever came across.

  Feb 24, 2025
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  Cheeky week away from uk rain

  Great hotel, all staff so friendly. They have a great choice of restaurants. Gym is absolutely amazing best facilities I have even seen in a hotel, gym classes are brilliant especially Edgar and his team. Best omelette I have ever tasted cooked to perfection with so much filling. Lots of food choice in the buffet. Only suggestion would be around the towels as people look to reserve sun beds at the beach and pool so not enough to go around. Towels are readily available, if this is limited maybe this would free up more sun beds for all to use (my pet hate is reserving sun beds just don’t do it)

  Feb 23, 2025
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  very good

  the workers are very friendly and so many fun activities the service and food and drinks are good and the hotel is clean the beach and water is very clear the pools are big and they do great shows they are very entertaining and have something going on everyday

  Feb 23, 2025
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  Shows

  The show was fantasitc and the white party was great what an amazing crew david and ismael pablo and Ulysseys they are great at their job and entertaining definitely would go again must try it out the entertainment is amazing and fun to watch.

  Feb 22, 2025
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  Great experience with these guys!!

  Our experience was wonderful only due to a few of your staff. They are excellent. Please ask for them!! Adelaide, a new hire of two days, in the SPA with the Royalton she found us our second angel, Mauricio, a Prime members booker, they began what turned into our paradise We became Prime members due to Mauricio’s introduction to Paulo also in Prime services. Thank you both And now to Jocelyn, our butler! She was so attentive and all we needed was beautifully and promptly attended to to!!! Thank you dear Jocelyn. Susy

  Feb 22, 2025