Royalton Riviera Cancun - Newly Renovated Resort

Mexico , Riviera Maya / Playa del Carmen
Cancun Benito Juarez, Carretera Federal 307 Cancunplaya Del Carmen
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50 reviews shown

10/10

Exceptional

04 Mar 2026

Joanne

Server Luis around the pool was amazing. Room was always clean and great vacay

Family_with_children

2/10

Poor

02 Mar 2026

Jordon Christopher

Terrible!!! Im 32 but there was a highschool spring break event there. they wouldn’t let anyone order more than one drink at a time so I couldn’t even get my wife and I a drink without her present aswell. Also wouldn’t serve shots until all the 18yr olds went to bed. Would’ve been very nice if that wasn’t the case

Family

10/10

Exceptional

02 Mar 2026

Desarai

After reading many negative reviews about Royalton Riviera Cancun, we were considering canceling our reservation and booking another hotel. Long story short, we are glad we didn't!

THE FOOD was good except for one meal in 6 days we were there. The buffet had a wide variety and was pretty good overall. Omelettes, tacos, etc were very good. If you are used to American-style brisket, I would steer clear from ordering it there. The Tappanyaki was REALLY good!

THE DRINKS were good, typical, all-inclusive drinks, but was pleased they had Coors Light cans as an option for the refrigerator in the room. The mixologist at the Zen restaurant made the best drink of the trip, a spicy mango cocktail.

THE SERVICE was over the top! Yael was our personal assistant (a perk for booking with Hotels.com). She made dinner reservations for us and even decorated our room as a surprise for my daughter's birthday. She checked in with us to see if we needed anything regularly, (even on her day off!) The waiting staff was very nice and accomodating.

THE BEACH had the most amazing sand! Plenty of chairs on the beach and a couple bars to order drinks from right on the beach. Not enough servers walking the beach but not a big deal since the beach bar was close. A tractor raked up the seaweed every day multiple times.

OVERALL I would recommend this resort. So many people like to post negatives and don't highlight the positives. The positive experiences FAR outweighed any negative ones.

Friends_and_family Family

8/10

Excellent

28 Feb 2026

Jason Stephen

Stayed for 11 nights in a Diamond Club room ocean view Feb, room was always spotless, Adriana was the maid and she was awesome.
Our butlers were Carlos and Ulises and they checked in twice a day to see if anything was needed. booked our nightly al la cartes, got a bottle of alcohol for our room. Took care of two minor issues with the room almost instantly. Awesome fellas.
Juan and Aldo were always at the DC pool to get chairs and always attentive. Super friendly guys.
I think the 7.4 rating on expedia is fairly accurate but some people will never be happy.
Zen and Agave were our favorite restaurants.

Partner

10/10

Exceptional

27 Feb 2026

Rocio

Clean room, staff was amazing, overall great experience!

10/10

Exceptional

26 Feb 2026

Irina

Room was clean

Family

10/10

Exceptional

25 Feb 2026

Whitney

The Staff Was Absolutely Amazing The Property Is Absolutely Beautiful We Had An Presidental Ocean View Suite 10/10 THANK YOU SO MUCH FOR A GREAT BIRTHDAY WEEK!! We will be back

Partner

8/10

Excellent

23 Feb 2026

Andrea

Food was very good.

Friends

2/10

Poor

23 Feb 2026

Katherine Ming Kit

Reception staff sas

10/10

Exceptional

21 Feb 2026

Judi-Dexi Fali

Oscar, our Butler was the absolute best! The staff was great, the facility was great!

Friends

10/10

Exceptional

20 Feb 2026

Jodie

Beautiful location, very clean, food is amazing and the staff were fantastic!!

2/10

Poor

20 Feb 2026

Rosetania

Unfortunately, my stay was not safe or enjoyable. I experienced repeated illness after eating at the resort, and on my final day I discovered a cockroach in prepared food.

This raised serious concerns about food safety, hygiene, and sanitation standards. Much of my stay was spent unwell and avoiding meals, which completely undermined the purpose of an all-inclusive resort experience.

I reported this as a health and safety issue and have photographic evidence. This experience fell far below expectations and should be taken seriously by both the property and management.

Self

2/10

Poor

19 Feb 2026

Austin

The food wasn’t good, the shuttles they work with an advertise took our money both times and when it came to using the shuttle they told us they couldn’t be there for hours even though it was booked in advance. They had us sit at the airport for 4 hours after our flight why we waited for a prescheduled shuttle that was pre paid. Then did the same thing for the return trip to the airport so we had to book another shuttle to even make our flight.

Family_with_children

6/10

Pleasant

18 Feb 2026

Anja

10/10

Exceptional

17 Feb 2026

Theodore

Everything was great! Staff was extremely helpful and friendly. Cleanest resort I’ve ever been to.

Family_with_children

8/10

Excellent

15 Feb 2026

Jennifer

Staff was courteous and the rooms were spotless

Leisure Family

4/10

Poor

10 Feb 2026

JING ZHEN

Cut off hot water 2 times, Very little activities for kids. Very hard to book a restaurant, long waiting time.

8/10

Excellent

06 Feb 2026

Bethany

The stand out for us was the Expedia support team, especially Yael and Victor who were honestly incredible. We had a number of issues during our stay (the room, the late check out, our return transportation) and Yael and Victor helped us to fix each issue quickly. They were friendly and calm and they went above and beyond to make sure we had everything we needed during our stay, even helping us to secure dinner reservations.

The check in process with the main reception team was not very easy, taking over 2 hours and they downgraded our room which was super frustrating. Fortunately Yael was able to fix it for us!

In terms of the hotel itself, the facilities here are pretty nice, with many pools and a decent à la carte and buffet food offering.

Partner

10/10

Exceptional

06 Feb 2026

Camille

Absolutely outstanding, next-level service. Victor Garcia, our Expedia representative, was truly exceptional and made all the difference in turning a great trip into an unforgettable one. His level of care, attention to detail, and genuine hospitality went far beyond anything we’ve ever experienced. He anticipated our needs before we even knew we had them and was always one step ahead. From securing many dinner reservations with ease to completely making up for a disappointing restaurant experience by arranging a complimentary Bali bed the very next day, Victor handled everything flawlessly.
On top of that, he surprised us with a bottle of wine and a beautiful cheese platter waiting in our room—an incredibly thoughtful gesture. He was in constant communication and would greet us in person throughout our stay which made us feel like true VIP guests. Because of Victor, our trip felt personalized, seamless, and incredibly special. He didn’t just assist us, he elevated the entire experience. We will 100% recommend booking through Expedia if this is the level of service they provide. Victor is an absolute standout and a true asset.
We really enjoyed our stay at this resort. The property is grand and expansive with lots of great restaurant options. Everything was always very clean, and the rooms were nicely renovated and comfortable. All of the staff were friendly and provided great service throughout our stay. We highly recommend this resort for families. Kids pools were great!

Leisure Family

8/10

Excellent

02 Feb 2026

Marzena

Property is very nice and food was good. However the smell around the property was awful

Leisure Family

10/10

Exceptional

02 Feb 2026

Cletus James

Everything was great. Also shout out to Victor the Expedia travel agent.

10/10

Exceptional

31 Jan 2026

Nichole Marie

Room was very nice and clean! All of the staff was extremely friendly and helpful, especially our concierge, Yael, and Luis who was part of the entertainment staff. They really helped make our stay memorable!

Leisure

6/10

Pleasant

24 Jan 2026

Parimal

The resort has been renovated, but there are several issues that shouldn’t be overlooked. Communication in English can be challenging with some staff members.
The food quality is below expectations and is often served cold.
Activity schedules are not shared in advance or posted anywhere, making it difficult to plan.
Pool seating is very limited and extremely difficult to secure.
Our room door was locked before the scheduled checkout time.
Check-in and check-out lines are excessively long.
Room service was consistently delayed, and by the time it arrived, the food was cold and disappointing.
There are also very limited options for lunch and dinner reservations. Reservations cannot be made in advance until a room is assigned, and by the time the room is assigned, most time slots are already fully booked leaving only the 9:30 PM option, which is inconveniently late since the kitchens close at 10:00 PM.

Leisure Family

8/10

Excellent

23 Jan 2026

Amber

The location was clean and staff were friendly! Food was good.

Leisure Family

8/10

Excellent

20 Jan 2026

Olivia

The Expedia team was great. But the hotel staff was less than adequate. I had two rooms one got robes, treats, face towels, and slippers. The other had none of this and there was damage to the wall. The hotel did nothing when informed of the issues.

Leisure Family

10/10

Exceptional

19 Jan 2026

Claire

Our Expedia champion Victor was absolutely amazing. Nothing was too much trouble for him and he went above & beyond to make our stay extra special. All of the staff are very polite and work very hard

Leisure Friends

10/10

Exceptional

17 Jan 2026

Justin L

Service was fantastic.

Leisure Family

2/10

Poor

12 Jan 2026

Mahvish

I have already provided my feedback multiple times. Not coming back.

Leisure Family

8/10

Excellent

09 Jan 2026

Alvin

Wish the water was hotter.

Leisure Family

8/10

Excellent

08 Jan 2026

Christina Sylina

My room was always kept clean, the staff were very friendly and helped if needed, the air conditioning was very good in my room, i did find breakfast colder then warm unless you got something made fresh not buffet.

Leisure Self

4/10

Poor

07 Jan 2026

Jasmine Elan

N/a

6/10

Pleasant

07 Jan 2026

Monica

The food is not too good. The service in some of the restaurants was slow. The water in the pool was freezing.

10/10

Exceptional

07 Jan 2026

Brent

We have a good allergy kid and the staff made it very easy for us to dine without worries. Victor, Guillermo, and Roger on the dining team were awesome!!

Leisure Family_with_children

2/10

Poor

05 Jan 2026

Tero

Rude staff, long wait times, and no working internet

Friends_and_family Family

6/10

Pleasant

05 Jan 2026

travis

Dinner reservation system is terrible. We could not get more than one reservation our whole stay.

Leisure Family

10/10

Exceptional

04 Jan 2026

Lisa

Overall, excellent stay. We upgraded to diamond club and it was worth every penny. Our primary butler, Nassar, was phenomenal. The food and drinks were so-so for the most part, but no major complaints. Indian restaurant, Taj, was so good. TVs didn’t have netflix option or ability to connect with devices and while we didn’t want to spend vac watching TV, we wanted to watch Stranger Things season finale. Wifi pretty good, AC great. Beautiful ocean views, enjoyed swim out but very cold water in all pools. Resort very fast to respond to needs while on site. Only 1 hot tub was warm on property and filled with kids, so unable to enjoy. Decent beach and pools, many bars. Enjoyed room service and mini bar. Tip the staff, be flexible and kind and it returns to you.

Leisure Family

6/10

Pleasant

03 Jan 2026

Sabrina

Yes

Leisure Family

4/10

Poor

02 Jan 2026

Daniel

Wrong room. Check in took forever. Dinner Reservations all gone before we could check in. Really slow on customer service.

4/10

Poor

29 Dec 2025

Judith

As for towels, we hadn’t had any it took many hours to receive them. Our room smelled like urine never go back.

Leisure Family

6/10

Pleasant

29 Dec 2025

Huong Winnie Thi

overall not a very good experience
cant book the restaurant
entertainment is not too good, 2 silent party night and 1 night just play music
not real entertainment.
music band not so good

Leisure Family

2/10

Poor

27 Dec 2025

DANIELA PATRICIA

Thank you for choosing to stay with us!

Dear Daniela Patricia Ortiz Mendoza,
We hope your All-In Luxury® experience was as delightful as your presence with us.

We sincerely trust you enjoyed your stay. Could you spare 2 minutes to share your experience?
Your feedback helps future travelers and aids our ongoing improvement.

If a staff member made your stay memorable, please mention them for our recognition program.
Thank you for choosing us. We look forward to welcoming you back to Royalton Riviera Cancun, An Autograph Collection All-Inclusive Resort & Casino.

Friends_and_family Family

8/10

Excellent

27 Dec 2025

RYAN

Very nice staff and a large property with something for everyone. Food was not in line with what we have seen at other similar properties.

Leisure Family

10/10

Exceptional

26 Dec 2025

Christine Alayne

Room was great and staff were awesome

Leisure Family

10/10

Exceptional

26 Dec 2025

Sunbul

Very friendly staff. Restaurants were good. The ocean view room was amazing! We would go back.

10/10

Exceptional

25 Dec 2025

tolga

I had an excellent and unforgettable time. Great service, friendly staff members, excellent resort.

Partner

10/10

Exceptional

25 Dec 2025

Rasha

Staff ,especially Gonzalo our personal
concierge.he was very helpful and provided us with all the help needed
Restaurants are nice
Room is very clean

Leisure Family

6/10

Pleasant

23 Dec 2025

Rhonda Faye

The room was not fully stocked until the day before i left. They would only refill certain items. The property had weird smells in places and a sewer smell in others. The staff at the Sen restaurant was rude. My Butler’s Michelle & Humberto were great.

Leisure Family

8/10

Excellent

22 Dec 2025

Steven

Some communication issue caused some frustration. Slow service at some restaurants.

Leisure Self

10/10

Exceptional

21 Dec 2025

lacuanda plashett

Everything