Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

255 reviews

• 

  Planning ahead

  Heading to Royalton in a few weeks and have called and connected with them in regards to a few request. I have my worries as I’ve seen several reviews about request not being honoured and even though the has communication from resort that they would be, it fell through upon arrival. We are overly excited to come to this resort and chose it based on positive feedback. So we hope our request will be honoured as they will be make or break for the trip!

  Jan 26, 2026
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  Family vacation in Jan 2026

  We travelled to the Royalton Riviera Cancun in early January. The resort itself was fantastic, beautiful grounds, great beach, wonderful water that was typical of Cancun with some waves and sargassum along the beach which is cleaned everyday but the water has a sandy bottom. And very surprising they had police at the end of the beach everyday, very reassuring. Staff was fantastic all round. What prevented me from giving this a higher score than 4 were basically 2 areas. The first and the most complaints I heard while at the resort was the restaurant reservation situation. It was very difficult to get reservations (see tips below to help) as the resort must reserve seats for their "Diamond Club" members. Many times I would pass by during prime time dinner hours and ask if I could get a seating and the answer was no even though it was pretty evident there were available tables. Dinning: Restaurants were all good although I wouldn't call them 5 star quality dining. Some of the restaurants are bit small so they are harder to get into. The buffet was good as well as far as buffets go, lots of selection. TIP: As soon as you get a room number even if you haven't received your room yet start booking restaurants thru their app. You most likely not be able to book anything that night or the day after but we are able book 3 days afterwards. Also you can only book so many days ahead, but as soon as the clock passed midnight you'll be able to reserve the other day. Restaurants will tell you to go talk to client service but they have on access to the reservation system. There is 1 and only 1 person that can try to get you a reservation (crazy). He is only available between 12-3pm daily and is in front of the buffet at the both called Selected Experiences. Room: We have a standard room which was very nice, looked like it was renovated and very clean. We were in building 8 and facing inland overlooking the huge mangrove but unfortunately it also contained a view of a large and noisy processing building of some sort (See pictures). Bars: Lots of bars to around with very friendly staff. My only complaint is the alcohol selection was pretty basic considering this is a 5 star resort. And on more the 1 occasion the bar ran out of a certain type of alcohol for the evening and also ran out of tonic for a couple of days. Felt like I was at a Cuban resort. The sports bar is OK but you can only get ESPN or FOX sports same as what is offered in your room. Plus the place doesn't have the sports pub feeling as they describe it. The "disco" area is also a pretty small area.

  Jan 26, 2026
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  Disappointing trip

  Royalton Resort Operations C/o To Whom it May Concern, My family & I stayed at your resort Dec 27, 2025 - January 10, 2026 (14 nights). We wanted to share our experience with you, in the event that you wish to improve your operations. These comments come during a busy week of the year, and after your recent renovation project, so we are aware of the extra challenges. Please take the following comments as our desire to help you improve your basic level of service: - We arrived late due to our WestJet delay. No one at the hotel greeted us upon our arrival, and check-in took over 45 min with only 1 family in front of us. Way too inefficient, however, in talking with other guests afterwards, we considered ourselves fortunate as some guests waited 3-4 hours to check in & one individual waited over 8 hours and still couldn’t gain access to his room. Very disappointing. Why would anyone want to give you more money for Diamond Club or Prime Travel if the basic check-in is way too slow. There is a minimum expectation in terms of efficiency. - The night we arrived after flight and airport baggage delays, your phone system from the room to room service or front desk never connected us. I finally had to physically go to the front desk for them to connect me with room service only to be told that food would take over an hour to arrive at 11 pm with 2 starving boys was not great. - It took 3 days to get a TV remote that worked. First no remote. Then dead batteries in the remote & then a remote that was not paired with the TV. - Later during our stay, we attempted to order a couple of glasses of wine with room service. We got transferred 6 times, and were told yes & no as to whether it was possible to have 2 glasses of wine ordered with our meals. We never got any glasses of wine. - improve access to coffee (regular & cappuccinos, etc). The current setup is embarrassing. 1 self-serve machine for 800+ rooms is beyond ridiculous and most guests were very upset about such a simple basic need missed. You rely on coffee service during the meals (cappuccinos were 10-15 min when ordered and the waiters showed their unhappiness at where they had to go to get them) & coffee at scoops (which was very good). The machine at scoops was always broken or needing more beans, milk or water since it’s not directly plumbed to a water line. Ridiculous. There should be 3-4 high-end self-serve machines and you will automatically make many guests happy! - Shortage of salt & pepper shakers at the tables was joke. Constantly having to steal from other tables was comical. - Everyday was filled with disappointment for our 2 sons who loves chocolate ice cream. Beautifully displayed chocolate ice cream and 11 am at 2 locations & by 7 pm rarely any left. - The only hot tub was filled with cold water for 10 of our 14 days - The Wibit became dangerously deflated at one end & it took me complaining for over a week each day to different staff until it eventually got fixed - Post renovation, our roof top deck was littered with construction debris. I mentioned it & no one ever removed it - No access to spa for non-massage use. Disappointing & generally allowed at most resorts - Your watersports kayaks are below sub-standard in terms of comfort. Bad enough there’s limited places to go and surrounded by seaweed netting. After having to pay an environmental we could barely stay out 30 min based on the terribly uncomfortable kayaks seats. - Jacuzzi on our roof deck had no plug so could not be filled - Excellent 50m pool which I swam laps in everyday was filled with sand at the bottom and never cleaned - Numerous times your staff over water planters on the hotel room floors causing massive pools of water and many guests young and old kept slipping. You’ll likely get sued eventually - Constant broken dishes in the gardens and glasses left all over the hotel floors for days on end - Very challenging to get restaurant reservations - Towel service is a joke. Most resorts give out cards to regulate and monitor towels. By not having any system, people were taking tons of extra towels and by midday there was never a clean towel available. For an environmentally conscious corporation, very disappointing & needless waste of washing - Our mini bar fridge leaked off and on during our stay - Wrong and broken toilet seat we dealt with for 2 weeks after I gave up complaining - Practically inexistent drink service at pool for drinks - Understaffed in general and over staffed with guest service / time share selling staff Now all the positive comments: - NY Eve party was tremendous! Food presentation, decorations, show were all top notch. Your F&B staff are quite excellent! 10/10 - Your marketing is very well done - Evening shows & programming is very good - Hunter restaurant is your best!!! - Overall architectural design excellent!!! - Lighting design & accent lighting excellent!!! - 50m pools amazing asset!!! - Some of your guest services staff & nexus tour staff were amazing Despite all the challenges my family and I had experienced, we had a pleasant trip. We feel it’s important to share the good, bad and ugly in hope's you’ll be able to improve your property’s operations one day. We did also visit your Planet Hollywood property and were more impressed with there operation in the liited time we experienced it.

  Jan 25, 2026
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  Okay Stay

  The hotel is okay. The other reviews describing its issues (smell/seaweed/upkeep) were accurate. Lots of misquotes so bring bug spray! The buffet was good with a lot of variety. I attended this resort for a wedding but would not have chosen to go to it on my own. The main highlight of our stay was the bellboy Diego, he was very fun and brought good vibes for the check-in process for our room.

  Jan 25, 2026
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  The lobby bar is the best

  Armando, julio, jaun are the best bar tenders we could have asked for at the lobby bar. We had the greatest time with them.

  Jan 25, 2026