Royalton Riviera Cancun

Stephanie Willard

We spent a week at the Royalton Riviera Cancun and had a really great time. From the moment of check-in until the end of checkout we had some very positive interactions with many staff members and they helped make our stay memorable. Sebastien at check-in was warm and welcoming and took time to explain to us the resort and where we can find things. Even took note of my birthday when my husband mentioned it and provided us with a little celebration when the day came. Juan at the buffet was our favourite waiter, he was kind and welcoming at our every visit and was inviting us to his section during our visit. He was quick with our drinks and clearing plates. Yuri who was waiting at the pool bar was fantastic as well. She had a happy energy that we really appreciated. Other staff members were a little hit and miss. We did experience a few times at the buffet that our drinks either came very late or didn’t come at all. The rooms are beautiful and mostly clean, the only exception is the bathtub and where the jets where you start them aren’t the cleanest however that goes for most jacuzzi tubs. Food was great! We enjoyed everything we had and if there was something we didn’t like, it was mostly due to personal preference. There many pools where you have the option to choose where you want to go. I do wish they would enforce the no personal speaker rule a little more. There were a few times where some people brought personal speakers and were extremely loud with them where you would then had 2 different songs playing and it would get annoying. Overall, great experience with Royalton and we’re already looking forward to our next visit!

Laura Sim

Currently on holiday here will be updating regularly as the trip continues. Guacamole Workshop – Ezzy The guacamole workshop with Ezzy was great! He was very friendly, welcoming and brought such good vibes to the class. We had a really enjoyable time and he made the experience fun and relaxed. His same good vibes has continued through our stay so far, he’s always positive encourages you to get involved without being pushy and respects your space if you just want to chill. Oil Making Class – Charlie Charlie was great fun and had really good energy throughout the class. We were a little disappointed that the activity wasn’t the “Alebrijes Workshop” that was advertised on the hotel app & on the schedule sent to us via butler’s. However, Charlie did a great job and made the class enjoyable despite not being what we expected. Tui - Culinary Experience This was a complementary experience from Tui. The best meal we have had so far, in a lovely air conditioned private room where we joined other couples. Hector, Chef Karime & Benjimin provided great service, friendly with care, great attention to detail & very informative. Although we don’t have any dietary requirements another couple did and it seemed like great care was taken to ensure their alternative dishes were of the same standard.

Alisha Sumpter

**Exceptional Service, Wonderful Memories & an Amazing Diamond Club Experience! ⭐⭐⭐⭐⭐** We recently returned from a wonderful stay at Royalton, and we were incredibly impressed with the level of service and hospitality throughout our visit! Having access to the **Diamond Club** truly enhanced our experience, and we especially want to recognize our outstanding butlers, **Diego, Caser, and Nassar**. They were absolutely fantastic! They consistently checked in with our group, anticipated our needs, and went above and beyond to ensure we were enjoying our stay. We were visiting to celebrate our friend's 40th birthday, and the entire staff helped make the occasion incredibly special and memorable. From the thoughtful touches to the exceptional service, we couldn't have asked for a better celebration! A special thank-you to **Larissa**, who was incredibly helpful even before our arrival. I truly appreciated your assistance in coordinating the details of our stay and helping ensure our friend's milestone birthday would be memorable. Your responsiveness and attention to detail made a wonderful impression before we even stepped foot on the property! Our room was wonderful, and we sincerely appreciated the upgrade. We also enjoyed the dining options and always found something delicious to eat. I especially appreciated the culinary team's willingness to accommodate my dietary request to avoid seed oils. Their flexibility and attention to detail meant a great deal to me. **Our favorite dining experience was definitely the hibachi dinner!** We also took advantage of several wellness activities during our stay. I thoroughly enjoyed the yoga and aqua fitness classes, and the spa was absolutely amazing! The hydrotherapy experience and our massages were highlights of our trip. One suggestion I would love to see Royalton consider is offering **floating sound bath experiences**. I think this would be a wonderful addition to the resort's wellness offerings. **My one significant complaint would be the mosquitoes.** Unfortunately, they were relentless, and my legs certainly paid the price! The mosquitoes were particularly brutal while dining at the Caribbean restaurant. I would strongly encourage management to explore additional mosquito-control measures, such as strategically placed insect traps or other effective solutions, to make outdoor dining more comfortable for guests. Despite that issue, what truly made our stay exceptional was the people. Having spent **10 years working in the hotel industry myself**, I understand firsthand the dedication, hard work, and attention to detail required to deliver outstanding hospitality. I also know that exceptional service doesn't happen by accident. It takes employees who genuinely care about their guests and take pride in what they do. **A special acknowledgment to General Manager Armando: Your leadership speaks volumes!** It is evident that you take care of your team, and in return, your team takes exceptional care of your guests. This reflects one of the leadership philosophies I have always admired from Disney: **When you take care of your employees, they will take care of your guests.** That philosophy was clearly demonstrated throughout our stay. The genuine hospitality, positive attitudes, and willingness of your employees to go above and beyond speak volumes about the culture you have cultivated. As someone with a hospitality background, I recognize and appreciate the importance of that kind of leadership. **To Larissa, Diego, Caser, Nassar, Armando, and the entire Royalton team: THANK YOU!** Your kindness, professionalism, and commitment to creating memorable guest experiences did not go unnoticed. You made our vacation and our friend's milestone birthday truly special. We left with wonderful memories and a genuine appreciation for the entire team. Thank you for everything you do to make your guests feel valued and welcome. We look forward to returning!

Ben Villagomez

My family and I recently stayed at Royalton Riviera Cancun. Overall, we had a good vacation, but there were definitely some positives and negatives worth mentioning. The customer service throughout the resort was generally very good. The housekeeping staff did a great job keeping our room clean, the employee who restocked our minibar was friendly, and the bartenders and drink servers were always pleasant. The walk-out pools were clean and one of our favorite parts of the trip. The main pools were also a lot of fun for the kids. As for the food, we only truly enjoyed the Asian restaurant and the Mexican restaurant. The buffet was okay, but nothing particularly memorable. The fresh fruit, however, was excellent and one of the highlights of the meals. I especially want to recognize our server at the Asian restaurant. I wanna say his name was Alberto. His professionalism was outstanding, and he provided the best service we experienced during our stay. Everyone else did their jobs well, but this gentleman clearly took great pride in his work and made our dining experience exceptional. Unfortunately, the beach was covered with sargassum during our stay, which made it difficult to enjoy the ocean. I understand this is largely out of the resort's control, but it was still disappointing. My biggest complaint involves the restaurant reservation process. The resort app showed a "block" that prevented us from making reservations. We were told we had to visit guest services for assistance. However, before they would help us, we were pressured into attending a hotel club/vacation club presentation. We had already been approached once before and spent nearly an hour listening to a sales pitch without realizing where it was leading. Eventually, we agreed to attend the presentation just so we could get our restaurant reservations. We were told the presentation would last 90 minutes, but it ended up taking about 2 hours. What made the experience worse was that once my wife repeatedly declined the offer, the manager became noticeably pushy and irritated. I eventually had to step in and make it very clear that we were not interested in joining the club. Guests should not feel pressured into sales presentations just to access basic services like restaurant reservations. But the guy doing the presentation was a decent guy, just not what were into buying at the time. Overall, we enjoyed parts of our stay, especially the pools, the Asian restaurant, and the hardworking staff. However, the reservation process and aggressive vacation club sales tactics left a negative impression on what otherwise could have been a much better experience. And yes I did use AI to brush up what I needed to say respectfully.

Sofia

Had a short stay but it was great. Stayed at the hideaway part of this resort. Wonderful hotel. Staff is friendly and helpful , lots of food options, lots of activities and things to do truly a beautiful resort. But also very relaxing. Sargassum has started the hotel is doing the best they can to keep it away from the shore. Amazing staff on the beach that took great care César Ruben and Jose. Hope to visit again soon.