Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6689 reviews

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  Terrible

  Absolutely unacceptable experience — I would never return If I could give Royalton Splash Riviera Cancun zero stars, I would. We stayed for 6–7 nights, and while parts of the resort were enjoyable, the way our vacation ended was completely unacceptable. After this experience, my family and I would absolutely never return. The rooms were clean, the beds were comfortable, the buffet was excellent, the pools were clean, and the water park was enjoyable. I also want to recognize Jesus and Marvin, who were genuinely great. Unfortunately, those positives do not make up for the way management and other staff treated our family. The checkout experience was the worst part of our entire stay. My family and four other families were going out to dinner together. We do a friendscation every year, and going outside the resort for dinner is something we regularly do. Transportation was arranged at $100 per family, and my dad paid $500 total for all five families. At checkout, a Diamond Club employee told us that the transportation had not been paid for. The bus driver also claimed that payment had not been made. However, our family was certain that we had already paid the $500. My dad understandably became extremely frustrated. He went to Royalton Excursions, where a manager and other employees were present, to try to resolve the situation. Instead of properly investigating what had happened, staff continued insisting that we needed to pay again and that we would not be allowed to leave otherwise. We were also trying to make our flight, so this situation put our entire departure at risk. During the confrontation, my dad tossed a sign, which hit the door. The door then lightly made contact with an employee. The employee began screaming and crying and said that an ambulance and the police would be called. Staff repeatedly threatened to call the police, but the police never arrived. My dad offered an additional $1,000 so that we could leave and make our flight. The staff initially said they would not accept that money and instead wanted his credit-card information to cover the employee’s medical expenses. The explanations and demands kept changing, and we were never shown proof that the original $500 payment had not been made. After my dad said he was contacting the American Embassy, staff eventually agreed to let us leave if we paid the additional $1,000. We paid that $1,000 in cash just to be allowed to leave and make our flight. We were not given a receipt. Think about that: our family had already paid $500 for transportation, then ended up paying another $1,000 during an extremely stressful checkout confrontation, without receiving a receipt for the additional payment. We were left with no clear explanation, no proof of what supposedly happened to the original payment, and no apology from management. This is not how a hotel should treat its guests. A checkout process should be organized, professional, and respectful. Instead, our final moments at this resort were filled with arguments, confusion, pressure, and unnecessary stress. We came to Cancun to enjoy a vacation with our families, not to spend the end of our trip arguing over money and worrying about whether we would be allowed to leave in time for our flight. This incident absolutely ruined part of our vacation. I am especially disappointed that management never took responsibility or even offered a proper apology. The way this situation was handled was unacceptable, and I would strongly warn other families to think carefully before booking here. The resort may have nice pools, a fun water park, and some great employees, but none of that matters if guests can be treated this way when something goes wrong. I would never return to Royalton Splash Riviera Cancun, and I would not recommend it to other families.

  Nov 06, 2026
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  100% must do!

  Had a great time! The hotel is incredible! The waiters cannot do enough For you! Eduardo! Especially severed us in the Rio restaurant, where he was incredible and also again in the hunter steakhouse where it was also perfect with his service! 1000% recommend!

  Nov 06, 2026
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  Amazing family experience

  We traveled the first week of November 2026. For our family of 5 with 3 kids ages 5 through 11, we booked a suite w 2 rooms - 1 king bed and 2 queens. We received the Diamond Club access as a part of our booking with ocean front views, balconies, and butler service. The hotel is well maintained, clean, and excellent value for families with children. The pools are excellent. The food is above average but not superb (however food is not our most important criteria). The service overall was amazing- shoutout to our butlers Jacqueline and Brandon! We took an excursion booked through the hotel to Chitchen Itza which included a quick trip to Valladolid and a cenote. Overall it was a well organized excursion and well worth the value for our family. I give the overall experience 5/5. I think diamond club is worth it especially if visiting during peak season. I recommend the diamond club restaurant Grazie for its amazing ocean front views although the food portions are small. The swim up pools were small and I would not recommend them. The lazy river was massive and highly recommend! Building 19 is far from the main theatre and thus quieter so would recommend it for people seeking quieter nights. We did the Mayan Odssey show on Thursday for extra charge- the adults loved it but the reviews were mixed from the kids. One additional note is that the hotel is only20 mins from the airport but it is not in the main hotel zone. Thus a bit removed from the city of Cancun. The ocean water was slightly murky but beach was well maintained. My husband had issues with the ATM.

  Nov 06, 2026
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  Very good resort

  We had a very pleasant week at Royalton Splash. The facilities were excellent. The staff were friendly and helpful. I particularly appreciated my breakfast server Victor who always got the day off to a good start.

  Nov 06, 2026
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  Diamond Club Butlers are God sent - Kids love it , Adults love it .. let’s party all night

  ⭐⭐⭐⭐⭐ An Exceptional Stay Thanks to Our Amazing Diamond Club Butlers! We had a wonderful and relaxing stay at Royalton Splash Riviera Cancun, and a huge part of what made our experience so memorable was our two incredible Diamond Club butlers, Cristian and Eduardo! From the moment we arrived, they went above and beyond to make sure we had everything we needed. Whether it was helping us book restaurants, accommodating our requests, or making sure our one-year-old daughter’s milk was always stocked in the mini fridge, they took care of every little detail without us ever having to worry. They also made sure our room was always spotless and that housekeeping and room service took care of everything promptly. No request was ever too much, and they were always attentive, thoughtful and quick to help. Travelling with two young children can sometimes be challenging, but Cristian and Eduardo made our vacation feel effortless. Their genuine care, attention to detail and outstanding hospitality allowed us to truly relax and enjoy our time together as a family. We cannot thank them enough for making our stay that much more special. They are a true asset to Royalton Splash, and we hope their hard work and dedication are recognized. Cristian and Eduardo, thank you for everything! You both made our family vacation even more memorable, and we would love to have you as our butlers again on our next visit! Highly recommend the Diamond Club experience!

  Nov 05, 2026