Royalton Riviera Cancun

We traveled to this resort over Christmas and New Year’s and opted for Diamond Club, knowing how busy resorts can be during the holidays. Unfortunately, the experience did not meet expectations. Diamond Club is advertised as having a separate check-in with faster service, but our check-in was extremely slow, taking over an hour. We booked four ocean-view rooms, which we paid extra for, yet one room was not ocean view. The butler service was also very disappointing. Our butlers were barely available, and one of them we only saw twice over the span of seven days, which defeats the purpose of Diamond Club. Dining reservations were another major issue. We were traveling as a group of 10, and while we understood the resort was at maximum capacity, we were told that unless we paid extra money, we would not be able to sit together. This was frustrating, especially considering we were Diamond Club guests. After we complained and expressed that this felt like price gouging, reservations suddenly became available for three out of the seven nights, which made the situation even more confusing. Pool chairs were a daily battle. Guests were up as early as 5 a.m. reserving chairs, making it feel like a war just to find seating by the pool. We also experienced no hot water on a few days, which we let slide, but we had to ask multiple times for clean towels to be replenished in our room. On a positive note, the buffet—especially breakfast—was good, the café was enjoyable, and the sports bar was decent, although I was disappointed to be served moldy green carrots, which should never happen. Overall, the grounds are beautiful, but the service—especially for Diamond Club—was extremely disappointing and did not justify the extra cost. With better organization and consistent service, this resort could be great, but unfortunately, that was not our experience.

Second stay at the Royalton Cancun. Love this place. Excellent food at the main buffet, as well as all the a la carte restaurants. Room quality is very high, and the toiletries are well stocked. The A/C and ceiling fan are easy to regulate. There's no musty smell like many resorts have! The grounds, lobbies, and hallways are immaculate. Bar service is efficient and friendly. If you can swing the added cost, upgrade to Diamond club for the extra perks (separate check in/ out, exclusive lounge, upgraded buffet seating, more a la carte reservations, and more). We also (this time) upgraded to the "Hideaway" area, which is adult only, so the pool, and rooms were a bit quieter. As such, we still had access to all the facilities at the whole resort, as well as access to the full neighboring Royalton Splash property, including its large water park. Staff were wonderful, to a person! Shout out to a few who made our vacation extra special! David (our butler), Ezequiel (Vibe Team), Abigail (our morning server), and frankly so many others, who's names I wish I could remember.

Fantastic vacation super friendly. Highly recommend Diamond Club stay. Lu and Gina were fantastic butler's. Super helpful and so kind.

Carlos at Hunter steakhouse is the best! He’s fun and attentive.

We had an amazing vacation at this beautiful resort. The amenities were incredible, the resort was clean and well taken care of. The customer service was exceptional - especially our butlers Lu and Gina. We were diamond club and they made it worth every penny. They made all of our dinner reservations, our spa booking, they checked in with us daily and really made us feel welcome. They were available for any questions and concerns and they truly made our vacation unforgettable. I would recommend the resort based on their service alone. The restaurants were also incredible. We didn’t have a single mediocre meal. Even the buffet was so well done. The food was hot, fresh, and the variety was unlike anything I have seen before. The à la cartes were amazing. Every meal we had was spectacular - from wings at the sport bar, lunch at Armadillo and massive steaks at the steakhouse. Moises was a wonderful server at the Agave breakfast and Armadillo lunch. We went back multiple times just to see him. He was funny, personable and very attentive. The staff we encountered were all so pleasant and friendly. We have been to multiple resorts throughout the Caribbean and this was one of our favourites. We would love to travel back with our kids!