Royalton Riviera Cancun

Steve Critch

Initial welcoming was nice, drinks offered very clean at the entrance, great first impression! After that everything went downhill, when walking to our room there was a smell of sewage! When we got to our room it was wrong; we asked for a king bed, ocean view with a walk out jacuzzi. We got 2 queen beds, a hot tub, and pool view. We complained, but there was no rooms to move us, over booked! We had a toilet that didn’t flush properly for 4 days, 4 times someone came up and said they fixed it until finally day 4 they replaced a part. Our diamond club pool had no entertainment, very boring! Beds were hard and pillows weren’t great either. There was a leak around the a/c unit that was a hole by day 6. The food was not great for a 5 star resort! I was asked 20 times if I wanted a massage, annoying! Grinding and drilling noises while your by the pool was inconsiderate and bad timing. The nightly entertainment was good! I would never recommend this resort, we paid $6200 for my wife and I and feel completely ripped off. This is a 3.5 star resort at best, save your money or go somewhere else for less! 🤮

Kristin Lynch

Disappointed and Underwhelmed – Not Worth the Money! Marriott needs to do better with this one. I had high hopes for this resort, because I’m a loyal Marriott / Bonvoy customer, but unfortunately, the experience left much to be desired. Most things seemed to cater to Diamond club members only but that was only the beginning of a series of challenges. 1. The exclusive Diamond Club pool area was not marked in any manner and we were kicked out after enjoying ourselves for 3+ hours, just in time for there to be no additional lounge chairs in the other areas. After sending this detail to Marriott corporate, the local staff sent to help us was less than supportive. 2. If you wanted bottled water at any pool area bar or restaurant, you had to be a Diamond club member. Bottled water in Mexico felt like a basic amenity that should have been standard, especially for a so-called luxury resort. 3. Now let’s talk about the food — which was consistently bad across all the restaurants. Every meal felt like a miss, from underseasoned dishes to poorly executed classics. The creamed spinach, in particular, looked like nasty milk with a few weeds from outside! 4. To make things worse, the WiFi connection was abysmal, making it nearly impossible to stay connected or get any work done. 5. And if you have 4 people (2 adults, 2 kids) in your room, don’t think about getting a good night’s sleep — the sleeper sofa was so uncomfortable, it was a cushion on the floor. Not a mattress! 6. Other situations continued to make me shake my head. On Thursday morning, the bellhop called us about checking out and asked if they could come get our luggage. I informed him that we didn’t check out until Saturday and he hung up. No explanation, causing unnecessary confusion and stress. For a place that markets itself on service, this level of disorganization was incredibly disappointing. Overall, I expected a relaxing getaway, but what I got was a series of frustrations. I wouldn’t recommend this resort — especially not at the premium price they’re charging.

Jennifer V.

Overall great stay! Beautiful grounds, great variety with tasty food at the buffets and very kind, attentive staff. The little touches such as the coffee shop with ice cream, coffee and sandwich offerings all day to the nightly entertainment were appreciated. The staff always greets you and are willing to help as they can. Please tip these well deserved hard working employees. Shout out to the amazing Hilda in guest services and Juan at the breakfast buffet! Can’t wait to come back. Perks: close to airport, food/snacks available all day, lots of sun chairs, guest service reps to help w everything, helpful app. Needs work: no alcohol in the drinks whatsoever, skip the Italian restaurant, should have designated smoking areas.

martha matusiak

A Deeply Disappointing Experience at Royalton Cancun Resort- Wedding Nightmare While a wedding should be a joyous and stress-free occasion, our experience at the Royalton Cancun Resort was anything but. Despite bringing significant business to the resort, we were met with negligence, mismanagement, and an alarming lack of professionalism that left a lasting mark on what should have been a beautiful celebration. Travel & Transportation Issues From the moment we arrived, disorganization plagued our stay. Sunwing’s mishandling of my backpack, which contained crucial personal items, led to unnecessary stress and days of back-and-forth frustration. I was told I would get it back at 6PM as it was left on the sidewalk instead of being put under the bus. I finally got it back after traveling back to the airport, nobody wanted to help. Additionally, some of our guests were inexplicably denied transportation and forced to pay out-of-pocket for taxis—an unacceptable oversight that added to the growing list of issues. Wedding Coordination: Once wedding was paid in full, our onsite coordinator, Ilse, demonstrated little care for our meticulously planned event. She ignored emails, failed to review our itinerary, and repeatedly dismissed our requests, leaving me in tears for days leading up to the wedding. Her disorganization culminated in an outrageous demand for last-minute cash payments just minutes before the ceremony $180 USD—an exploitative move that further tarnished the experience, she said if I didn’t pay her in CASH immediately I could set up the wedding on my own - MINUTES before the wedding was to start . She also charged me twice for an extra guest , once in my room then at the front desk. Resort Conditions & Service Failures Beyond the wedding, basic resort amenities were sorely lacking. A promised room upgrade turned into an embarrassing interaction, where staff openly mocked my inquiries and said there was nothing available when there was . Housekeeping was inconsistent, mini-fridges remained empty, tips taken of course and room service failed to arrive despite repeated calls. Even more alarming, my son and nephew contracted Hand, Foot, and Mouth disease and BADLY to the point Sunwing didn’t want us to travel home.—due to unsanitary pool conditions that have reportedly been an issue at this resort before. There was about 10 other children I saw with it as well. Food Safety & Additional Charges The negligence extended to dining experiences, where a live cockroach was found in one of our friends meal—an appalling testament to the resort’s hygiene standards. Meanwhile, my parents were denied a dinner reservation unless they order an $80 bottle of wine. This is an all inclusive!!! My friend also got charged excursion fees for a trip never taken, only added insult to injury. Final Verdict Having experienced far better hospitality at 3 star resort in Cuba, the Royalton Cancun failed to meet even the most basic expectations of service and care. We brought over $100,000 as group / wedding expenses however the lack of professionalism, accountability, and hygiene is both shocking and unacceptable. We contacted the complaint department and not one single things was done, they didn’t look at cameras and denied every single thing that we listed. This place is not safe in any way shape or form and the 5 star reviews posted here and 100% fake.

Wendy Marckmann

The swim out room was excellent. The restaurants were impossible to get into and the food was tasteless. You had to beg for salt. The drinks are watered down which is okay for the 18 year olds. The wait staff at the pools were great. The staff worked hard and tried but they are super understaffed. The hotel overbooked for the amount of employees. Bring tons of money to tip. It is expected. Room service was good if it ever arrived. Book it for about 45 minutes before you actually want it and call once it is late. The app will not let you book a reservation unless you are upgrading to a $300 extra for dinner. Get up at 7 to grab chairs by the pool or they all will be gone. The swamp location is great for a high school trip because they are trapped at the hotel and it is hard for them to waunder off. Security at the gate is good. No one is getting in or out. Expect to be. Asked to sign up for a spa service 5-10 times a day. They are nice but I am not interested in a $400 massage. Bring pool floaties with you. They are allowed but they cost $55 at the resort.