Royalton Splash Riviera Cancun

A lovely hotel and staff but I was a little inconvenienced by having to change to another room because I was incorrectly checked into the wrong room. The hotel is very spacious and clean but it was a bit challenging to make independent arrangements to go off site via an Uber pick up because of the hotel's private road. However, where there's a will there's a way! Huge thanks to Guillermo, Javier, Aaron, Giancarlo and Maribel. All your hard work was noted and appreciated!

Great service Jose is awesome and drinks are great

Second time staying here. Same room category and more expensive this trip. First stay the room was incredible and we wanted to come back and have the same experience. Wrap around patio, beach view, huge change area and closet. Booked the same category and requested same room. So disappointed as this trip our presidential diamond club swim out has the view of a wall not the beach as we did last time. Very little storage and smaller room. Have asked for the pull out to be set up for my daughter and still no linens or pillows. Tried to talk to management which went nowhere. Customer service is a zero.

It’s not a five star property Poor service I booked it just because of Indian restaurant but it was closed in 3out of 7 days One night we were without Fan and Air conditioning And we were not able to switch off the lights On site they said there is microwave in kitchen But when in resort they said we don’t have Bad smell in all the restaurants And flies everywhere Blood on bed sheets

We booked our stay through Vacations by Marriott Bonvoy, fully expecting the reliability and status recognition that comes with the Marriott name. What we got instead was a frustrating experience that left us questioning how this property is still allowed to carry the Autograph Collection / Marriott affiliation. Two days into the stay things went sideways. Our room had a leaking ceiling. Water was actively dripping, and the issue was reported immediately. Management’s response was slow, unhelpful, and ultimately ineffective. We were left dealing with the problem far longer than anyone should have to on vacation. That set the tone for the entire stay. The beach was another major disappointment. Seaweed and insects made the waterline unusable. For a resort that markets itself on its beachfront location, this was a significant letdown. Staff aggressively pushed a program they called “Prime.” It quickly became clear this was a timeshare-style scam. It felt like the resort’s real priority was converting guests rather than delivering a smooth vacation experience. Our Marriott status was completely ignored. The brand standards simply were not met. Communication after hours was another failure. Once a certain time hit, it felt like the entire staff clocked out. Phones went unanswered. Requests went into a black hole. To be fair, many of the frontline staff we interacted with were genuinely nice and tried their best. Individual employees were polite and hardworking. That part deserves credit. We will not book here again. If you’re considering Royalton Riviera Cancun through Marriott channels, go in with eyes wide open—or better yet, choose a property that actually delivers on the Marriott promise.