Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1715 reviews

• 

  Love this place

  Not my first timing coming here and don’t expect to stop coming every year for a long time. This is one of my favorite resorts to date and today i had a wonderful breakfast delivered by Tello who’s hospitality was the sweetest.

  Nov 05, 2026
• 

  Luxury Swim-out Junior suite with Diamond Club and Butler service

  We stayed here for a week at Royalton Riviera in the Diamond Club with butler service in a Luxury Swimout Jnr Suite (5111). Prior to trip I pre-booked our private airport shuttle service through the Intnl Cancun Airport website. I’m not a fan of the group shuttle buses and having to stop at multiple hotels and wait on people so we had a private vehicle transport us to/from airport. HOTEL: The Riviera is very large with the main pools area but if you stay in the Diamond section you get your very own private pool area which is very quiet compared to all the other pools. The main pool area hosts all the parties (daytime foam parties, night show entertainment etc). We could not hear them at all from the Diamond section which was something we actually enjoyed as it was more peaceful and relaxing. Even the adults-only HideAway Resort which was south of us was a very loud area…picture 40+ yr olds but acting/partying like kids. Haha! As a couple, that was not our vibe for this trip. ROOM: room is nice with private toilet, separate large marble walk-in shower, jacuzzi tub, dual vanities, couch area, stocked juice/pop mini fridge, and of course our own patio loungers to our private pool. We shared our swimout pool with maybe 5 other rooms but we never encountered any of them while using it. This room is on the inner west side so we only got morning/midday sun at our swimout pool. No ocean view from this room as you are next to Armadillo restaurant. BUTLERS: this was a first for us having butler service come with a room. We’re definitely rookies and our awesome Butlers Carlos y Alan were excellent. They would WhatsApp and check in on us every morning, afternoon and evening answering any questions we had or bringing extra towels or anything we needed. We were pretty low maintenance I would say but they could basically help you with anything. FOOD: Main buffet area is massive and as a Diamond member you get to sit in a “special reserved area” with dedicated waiters. Otherwise you have to book your dinner reservations using the Royalton app. We did the Zen Tapannaki which is always a good show and good food. We also just walked into Zen one night for dinner (seafood/sushi etc) and it was good. Hunter’s Steakhouse was good. The Italian restaurant was probably my least favourite and not one I would go back to. The Tex-mex Armadillo one wasn’t bad. DIAMOND CLUB: perks included a separate private lobby checkin/check-out area complete with a bartender and snacks area (located by ice-cream/coffee shop), rooms in a more private quieter area of resort (you’re in the middle between the Riviera family side and the adults-only Hideaway side), private club lounge by your room that would have appies/ snacks/desserts and about 50+ liquor bottles to pick from plus dedicated 1-2 servers that would make any drink of your choice. We would come here around mid-afternoon or at night for a little snack and a cocktail. We would even take our cocktails to go as our room was just down the hallway from the lounge. We also got some welcome gifts but I don’t know if it was for Diamond Club or because I’m a Marriott Gold member but our room came with wine glasses and a bottle of Merlot wine, a free 26 of any liquor (we picked rum), a beach bag, snacks and candy, and some Mexican room amenities/souvenirs. Plus we got a free couples hydrotherapy session at the spa. TIPS: 1. Mozzies were really bad and I forgot to pack bug spray so ended up buying the expensive DEET and after-bite bug spray from the resort. 2. Bring your own insulated water bottles/jugs as they have water filling stations for potable water - they don’t have plastic water bottles). 3. Make sure you have WhatsApp as everyone uses it here. Our Butlers, our airport shuttle company and drivers, our rental car, our tour; it’s the best way to communicate there. 4. We were never harassed by timeshare people; if you’ve been to Mexico before you know exactly how that works…they promise you a free or discounted this or that but we would politely decline any of them waving us over because we know enough about it that it would be a 3hour waste of our time. So don’t fall for it unless you want to buy a timeshare. 5. Royalton Splash resort with water slides is south of the adults only Hideaway so very far away from Diamond lounge. 6. gym is nice and big (2 levels) with lots of equipment and has outdoor pickleball and tennis courts. 7. If you get a car rental that does drop-off and pick-up of the rental at hotel make sure you get the drivers names and all car licence plates and let Guest Services know as Security will not let them in unless they’re registered. WhatsApp was handy when our rental drivers were stuck at Security as we didn’t register them to enter the resort. Also register your private airport shuttle driver/car the day of pickup.

  Nov 04, 2026
• 

  Not as expected......

  We recently stayed at Royalton Rivera Cancun and for Marriott it was not up to their standards. Our fridge was never re-stocked daily like it was supposed to be and we had to call every time to get it replenished; it was very frustrating to try and get a reservation for dinner every night as more than one restaurant at a time was closed every night and if we got a reservation, it was at 8:30 night and we had 2 little kids, the sports bar was in bad shape and needs remodeled badly and the food was disappointing and they did not know how to make any drinks, we had paid for swim-up luxury rooms and one day of all of a sudden the water was drained and was not filled till the next day so we were unable to use for 2 of our days without being notified as well as my husband went to get in the water and we did not know it was going to be drained and he fell into a foot of water and was injured.

  Nov 04, 2026
• 

  Fantastic hotel and staff

  Fantastic hotel! The staff are amazing, the vibe team are good fun and do fabulous shows. The food is wonderful and rooms a beautiful. The hotel is gorgeous and this is our 3rd time hear at this hotel. We absolutely love it x

  Nov 04, 2026
• 

  Filthy Rooms, Sewage Smells, Terrible Food & Appalling Customer Service

  1We travelled to Royalton Riviera Cancun for a friend’s destination wedding, expecting a relaxing stay at a luxury all-inclusive resort. Instead, we experienced filthy accommodations, terrible food, sewage odours, poor maintenance, relentless sales pitches, and some of the worst customer service we’ve encountered while travelling. After a full day of travelling, we were checked into a room that wasn’t even the category we had paid for. The bathtub contained soap residue, hair, and sand, the dresser drawers were left open, and the rooftop jacuzzi was filled with dirty water. We requested another room and waited hours without anyone being able to tell us when it would be ready. Staff explained that housekeeping inspects rooms after cleaning, which is difficult to believe given the condition of the first room. While waiting, we met two other couples dealing with similar room issues and overheard another guest explaining he was already on his THIRD room. Our accommodations also had serious maintenance issues. Approximately half the lights didn’t work properly, others were strangely interconnected, and switching certain lights on produced a loud banging noise. The resort had a persistent sewage smell, particularly around the dining areas. It’s difficult to enjoy a meal when the surrounding area smells like sewage. Raccoons were also roaming the property. At one point, one was literally hanging out of the ceiling directly above our heads. Dirty room service trays and leftover food were regularly left outside guest rooms without being collected promptly, potentially attracting wildlife. For a resort advertising a luxury experience, the overall cleanliness and maintenance were incredibly disappointing. The food was consistently poor, and getting a decent meal became a daily challenge. Some restaurants required reservations, while others had wait times exceeding TWO+ HOURS. The buffet smelled awful, and the food labelling was inaccurate. My husband selected something labelled as beef that turned out to be fish. This is a serious concern for anyone with food allergies. One evening at the steakhouse, a couple seated after us received their appetizers and main courses before we received our meals. When our food finally arrived, it was incorrect. Staff took it away without explaining what was happening or when it would return. After waiting with no communication, we left. Room service was somehow worse. We received fries that were STILL FROZEN and chicken tenders so overcooked they crumbled apart. There weren’t even snacks available in our room. I spent FOUR HOURS messaging guest services, repeatedly being told someone would contact me shortly. Nobody did. By 10:30 p.m., after trying the other restaurants and finding the sports bar full, I went directly to guest services. Having not eaten a proper meal since lunch, I was offered a “special” dinner that would take another 40-plus minutes. When the food finally arrived, I couldn’t eat it because of dietary restrictions. Staff had asked about allergies but never bothered to ask what foods I could actually eat for health reasons. After an entire evening of trying to get dinner, even their attempt to resolve the situation failed. There was no bottled water provided. Instead, guests were expected to refill reusable glass bottles at “filtered water”stations. While I appreciate efforts to reduce plastic waste, the water smelled and tasted terrible. The drinking cups we encountered were also plastic and so heavily worn that they had become cloudy. These may seem like small details, but combined with everything else, they reflect the overall lack of attention to quality. My husband and I actually started counting how often we were approached to purchase photographs, excursions, massages, spa treatments, or cabana rentals. It was MORE THAN TEN TIMES PER DAY, sometimes by the same person repeatedly. Even during check-in, a concierge employee barely explained the resort before trying to sell us a membership, offering discounted activities and a free cabana if we attended a breakfast presentation. He also told us the resort was operating at only 42% capacity. If this is how poorly things function at 42%, I cannot imagine the experience at full capacity. The reason we travelled here was to celebrate our friend’s wedding, and I genuinely felt terrible for her. Communication throughout the wedding day was minimal, with the bride having to reach out herself for information and direction. The ceremony’s speaker system repeatedly cut in and out, and guests were seated on cheap, flimsy plastic chairs. For the reception, our group of only 18 people was spread across multiple tables outside at the Mexican restaurant rather than being seated together. There was so little coordination that the bride and groom eventually went to cut their own wedding cake because nobody was guiding the evening. For a resort promoting destination weddings, the lack of organization and attention to detail was incredibly disappointing. Customer service was the biggest failure. Problems can happen at any resort. What matters is how they’re handled. Here, there was little communication, no urgency, and seemingly no accountability. We spent far too much of our vacation waiting in lines, chasing staff for answers, dealing with room issues, and trying to find something edible. The resort seemed far more interested in selling additional services than delivering the basic experience we’d already paid for. We weren’t expecting perfection. We expected a clean room, decent food, drinking water that tasted acceptable, functioning amenities, and staff who could resolve problems. Instead, we paid for a supposedly luxury all-inclusive vacation and spent much of it frustrated, hungry, and disappointed. The best part of our vacation? Checking out of this resort! I would absolutely NOT recommend Royalton Riviera Cancun. Save your money and book somewhere else.

  Nov 04, 2026