Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

125 reviews

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  Great poolside service; otherwise disappointing stay

  First the positive - Anahi was amazing as our poolside server. Positive, responsive, and really great each of the days that we were there. The resort is very beautiful post renovations. Unfortunately the hotel did not seem prepared to open - with very long lines for ***everything*** and restaurant service being “meh” at best. Even with reservations, we spent a ridiculous amount of time waiting in lines with tons of empty tables and staff standing around. Once we got in, the food was slow and not very good. We’ve been to Royalton resorts before. Disappointed that we cannot recommend this one. Maybe after they get settled post reopening, these things will improve.

  Jan 01, 2026
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  Very poor check-in experience and unresolved room issue

  Stay Dates: December 26–29, 2025 Our stay at Royalton Riviera Cancun began with a nearly three-hour delay at check-in. During this time, we were not provided clear communication or updates, and the interaction with the front-desk staff felt dismissive rather than supportive. When we were finally assigned a room, it was not the room type we had booked (we booked two beds and were given a single-bed room). We were asked to return to the check-in line and wait again. The second room we received had a leaking bathroom. We contacted housekeeping multiple times, but no one came to address the issue during our stay. Because check-in took so long due to these issues, we requested a late checkout. After considerable discussion, the resort offered only one additional hour, which felt disproportionate given the time lost during check-in. Dining was also frustrating. At multiple restaurants, guests were required to wait outside for long periods while tables remained empty inside. The food quality was average and did not reflect the wait times or pricing of the resort. Overall, many issues we encountered required repeated follow-ups, and several were never resolved. For a resort marketed as a luxury, all-inclusive experience, this stay did not meet expectations. Based on our experience, I would not choose this property again.

  Jan 01, 2026
• 

  Pros and Cons!

  The property is very clean and our room was actually GREAT. The staff is very accommodating, kind and welcoming. The food quality is VERY GOOD. There are activities for the kids and endless pools. In the evening they had a fun artisan market, games for the kids and entertainment. THAT SAID, what an exhausting experience this was. First, I had an impossible time reaching the resort to confirm my reservation before flying to Mexico. Their app.... DOES NOT WORK, they will tell you that, but alas there is no other way to schedule things. Upon arriving I learned that despite there being wonderful restaurants that you simply could NOT make a reservation without standing in a line for an hour to speak to one person who tries to make reservations for the entire resort using a notepad and begging to get a spot that would only occur if there was a cancelation. We were basically told that unless we were in the special club that it would be the buffet for us for all meals. We were able to eat at two restaurants for lunch and they were really good. The buffet was amazing, with endless very good selections, but it is just annoying that they offer restaurants that are not really available. I ordered room service breakfast all three mornings ... the first two days it never arrived and there was no one to reach... I ordered again on the last day, mostly as a joke... and it arrived and was lovely! Also, there are a lot of solicitations, from excursions, to the spa, to joining their VIP club... it was a constant approach for something. As a final straw, our transportation from the resort to the airport never arrived and we had to pay for a taxi. I think the reason I am posting is that you should have your expectations in check before going. If you are very go with the flow easy going without wanting much more than a clean room and the beach, you will be VERY VERY happy here. If you are a planner and like to have things scheduled and organized, this is NOT the place for you.

  Jan 01, 2026
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  Communication and service means more than an auto text. The butler service was a 2. I would recommend Punta Cana 10.

  I am writing to share feedback regarding my recent stay at the Royalton Hideaway in Cancun. This was our first experience after joining the diamond club in July. However, I would like to share some concerns regarding our Diamond Club experience, as it did not meet the level of service we were expecting. Upon arrival, we were brought to the incorrect check-in desk instead of the Diamond Club welcome area. While the staff was still pleasant and assisted us, this caused some initial confusion, as we were unfamiliar with the Diamond Club process and amenities. We were assigned two butlers, Benny and David. Unfortunately, we only saw Benny once during our entire stay. We never met David. When we asked him to make dinner reservations for us, there was a significant delay, and I had to follow up several hours later. While the reservations were eventually made, the communication was minimal. Additionally, I reached out to Benny regarding our transportation reservation. His response was that he would check into it, and later he stated that if I had received an email, we should be all set. Unfortunately, our pickup time was changed without our knowledge, and we were unaware that the pickup was scheduled 45 minutes later than stated in the email. This caused unnecessary stress on our departure day. Because we never checked in at the Diamond Club welcome area, we were also never informed where to go for checkout, leaving us uncertain and needing to seek assistance on our own. I would like to note that the wait staff throughout the resort was outstanding and deserves a 10 out of 10. Their service truly stood out and contributed positively to our stay. We chose to join the Diamond Club with the expectation of elevated service, clearer communication, and a more personalized experience. Unfortunately, this was not consistently delivered during our stay. I hope this feedback is helpful, as we truly enjoy Royalton resorts and would like to see the Diamond Club experience align more closely with its intended standards.

  Jan 01, 2026
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  Would not recommend, spend your money somewhere else

  Although we had a decent stay overall, we will not be coming back and would not recommend this property for other travelers. Considering the amount of money we spent, we expected more in terms of the food, service, and entertainment. The good: - The room was spacious and the beds were nice and comfy. In contrast to a lot of resorts in Cancun, this property has real queen beds instead of double beds. - The property is beautiful and clean. Pool areas are nice. - The food at the Hunter steakhouse and the Zen teppanyaki were fabulous. The bad: - The restaurant reservation system is horrible. We got lucky and managed to get reservations for 4/5 nights we were there, but we had to be extremely proactive with our reservations and had to get help from guest services. It is also didn't make sense that the restaurants would have tons of empty tables but showed up as fully booked on the app. - Food takes forever to come out and is served lukewarm at the restaurants. The food trucks by the pools had really long lines because there would only be one person working in the trucks. Buffet is okay, had better ones at other resorts I've been to. - Not a lot of shows/entertainment at night other than the dancing/singing by the martini bar. Wish there was also more activities/events going on at the pools during the day.

  Dec 31, 2025