Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

87 reviews

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  Awful

  Where to begin…what a nightmare. This was our 2nd visit to Royalton Riviera Cancun, and decidedly our last ever. We checked in at 8pm on 12/20/2025. We had booked a 2 bed luxury family suite for our family of 4. Arrived in our room to 1 bed and a pullout couch. Pull out the couch for tired kids…no sheets, no pillows. We call the front desk and they say someone will be right up. I head down to the front desk at 9:15pm, and again at 10:00pm. Finally at 10:23pm, someone shows up with 2 flat sheets and ONE pillow. She tells us “we are out of pillows”. I head down to the front desk again, and am assured that they will send 1 pillow right up. If you’re in room 3213 now, let me know if it arrives?!? The trip only went downhill from there. We tried to use the Royalton App for dinner reservations, that would not work and we got a message to check with Guest Services. Utilized the chat feature in the app and was told to come to the concierge at noon on 12/21. Reported to the concierge, no luck. Hit up Guest Services. They used my app and were able to get me ONE reservation for 2 people on 12/26/2025. Ha! We are a family of 4 I explain….sorry, our buffet is good. While waiting in line for Guest Services, 5 families in line with us complained of similar issues. We had a great bonding experience over the dumpster fire known as Royalton Riviera Cancun. Bottled water is only available through your room, and you are left to housekeeping’s efforts for getting any. We never received replenishing to the minibar water, coffee maker water, and water for brushing teeth even when leaving $10 per day and a note. 3 of our 4 rooms were left without towels after housekeeping came 6 of 7 days. Hot water and air conditioning…good luck! Building 9 only had hot water 4 of the 7 days, and air conditioning only 5 of the 7 days. Building 3 had hot water 5 of the 7 days and no air conditioning issues. When the hot water wouldn’t work, no water would come from either of the shower heads, sinks, or the tub. NOTHING would come out. WiFi?!? Better off with dial up from AOL in 1998. It worked sporadically in rooms, fine in the main lobby. The app would crash and say it was having internet connection issues. Escalators? Those are for decorations! Haha. The main “up” escalator worked a few days we were there. The main “down” escalator never worked. Elevators? Use at your own risk…2 in our group we’re stuck in one for a long time. Building 3 elevators did not work most days. Christmas Day they close most restaurants to force you to use their “exclusive” dinner. We were quoted $760usd for dinner for 2! The Guest Services worker let us in on the secret that the do this to force people to spend as the all-inclusive aspect is overwhelmed. He was great to work with and honestly felt for our situation and said he had dealt with many families with similar complaints. He had worked at multiple other resorts and was appalled at how terrible the week was going for all guests. This was our families 9th all-inclusive experience in Mexico. We’ve always been more than pleased with our experiences. We actually contacted our travel agent and Apple Vacations on day 2 asking to transfer hotels. No such luck. This experience I wouldn’t wish on anyone. I understand that they just went through renovations, but this was unacceptable. Every group of travelers we spoke with at the pool, buffet, coffee shop, beach, etc had very similar issues. 2 Diamond Club groups talked about paying for penthouse suites and only receiving the same room as us. Their butlers were of no use in getting reservations either. Both groups mentioned that they had been before and would never return. My 13 year old summed it up best, "This was the worst trip of my lifel!"

  Dec 29, 2025
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  Good stay!

  Overall we really enjoyed our stay at the royalton Riveria Cancun! Our butlers Nassar and Diego were very helpful, Javier at agave/armadillo for diamond club breakfast/lunch was outstanding and jeshua at the diamond club pool made sure we always had seats an umbrellas! The only issue we had was that check in took over an 1hr even in the special diamond club check in. This seemed excessively long because once we got to a person it only took them 5 minutes to get us our bracelets and room number.

  Dec 29, 2025
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  Riviera Cancun Hideaway a Five Star experience

  We arrived on December 11 and stayed 8 nights. We were checked in quickly and met one of two butlers . Jocelyn was so friendly and professional! She showed us all around the property and escorted us to our room and our son and his wife to their room. We felt very comfortable with her and felt very happy with the resort! Jocelyn introduced us to LouisO. They are a perfect team! We truly appreciated everything they did including special birthday surprises and special cocktail hour drinks! Both Jocelyn and LouisO were by far the best butler team we have ever had. We want to thank them for their exceptional service! We will be back and will certainly request them during our next stay! Thank you both so much! The resort is absolutely gorgeous and the entertainment was outstanding. My personal favorite was the Queen tribute! The man who sang lead looked like Freddie Mercury and the band was perfect! The restaurants served delicious food and the bar tenders were all quick with their service. Our favorite restaurants were Hunters, the Italian, and the restaurant by the Hidaaway pool. We also loved the Prime lounge for snacks and beverages! We loved Hideaway Cancun Royalton! We highly recommend the beautiful resort! The beach is breathtaking, and so is the experience! Again, special thanks to Jocelyn and Louis O!!

  Dec 29, 2025
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  Awesome trip

  Wonderful resort! Gorgeous property! Butlers were awesome Angel and Rodrigo! The reason for not 5 stars is the food was average (to be expected in large all inclusive) and a few other small things. My family had the best time!!!!

  Dec 29, 2025
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  Attn: Marriott Guests, it's not what you think

  Attn: Bonvoy guests: You will be acknowledged as a guests with an"Elite" band in conjunction with your Royalton room key bracelet but don't expect the "Elite" band to do anything for you during your stay. The affiliation with Marriott is simply to get guests to stay there, it is not a Marriott property and does not have any of the Marriott standards. If you are looking for a seamless, luxury getaway, my advice is simple: look elsewhere. Our stay at the Royalton Riviera Cancun was a masterclass in poor management and failed promises. From the moment we arrived until the second we left, it was one hurdle after another. The Room & Check-In Fiasco The "upgrade" we were promised turned out to be a total myth. After being told we were upgraded, we walked into the room only to find someone else already staying there. It was invasive and highly unprofessional. Instead of fixing the error with a comparable suite, they moved us back to our original room category. To top of off, it actually wasn't our original room, we were moved to an area with a territorial/office type building view, not impressive. The suite was refurbished but the jacuzzi was non-functional, maintenance did come and repair on day 2. Housekeeping: Our room wasn't even cleaned after our first evening. We started our vacation in a room that felt neglected. Broken Promises & Utility Issues The "benefits" they sell you on are essentially non-existent once you’re on the property. No Late Checkout: Despite being told this was a guaranteed benefit with Marriott they refused to honor it, forcing us out earlier than planned. Additionally, check out is at noon and our room keys were turned off at 11:50 AM, thus forcing us to locate someone who could let us in to retrieve our luggage. Ice Cold Showers without warning: The hot water was turned off without any warning or explanation. Trying to get a straight answer from the staff about when it would return was impossible. Service & Dining The service throughout the resort was consistently "poor," for lack of a better word. Dinner Fiasco: Dining was a disaster. Between long waits, confused staff, and a general lack of organization, eating became a chore rather than an experience. This is especially true when waiting for the guest service professional at noon in the main area that could assist you with dining reservations. Warning: slipped some cash to him, said he secured us reservations at Zen for 6, it showed in the app as 3 but assured us that he placed a note for 6. Showed up, only room for three, imagine our surprise. The Lone Bright Spot: The only person who seemed to understand the concept of hospitality was Manual at Taj. His service was excellent and stood in stark contrast to the incompetence of the rest of the staff. Final Verdict Aside from the effort put in by Manual, everything else about this resort was terrible. You pay for a premium experience and receive sub-standard service, hot water disruption, and a complete lack of basic communication. Save your money and go somewhere that actually values its guests. Survey at checkout was completed, it wasn't positive, no attempt at bringing management forward to address concerns or attempt service recovery. I would never stay here again, price relative to service is severely lacking and does not represent Marriott in anyway.

  Dec 29, 2025