Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

142 reviews

• 

  Disappointing stay - would not return. Shame as the hotel was lovely.

  We stayed at Royalton Riviera Cancun from Boxing Day to 4th Jan. Below are the pros and cons from our trip. Overall, I’d be cautious about booking this hotel. While the location and resort itself are beautiful, we experienced several issues that all came down to poor staff service. I’m sure the hotel will respond to this review, but for us it feels like too little, too late. When we needed support the most, there was never a manager available, and in the case of the theft, the blame was placed entirely on us. While I accept we should have put our children’s wallets in the safe, I don’t expect (1) money to go missing and (2) the head of security to simply tell us the investigation found nothing and that it was our fault. Cons • Around £100 went missing from our room. The room was secured at all times, so the only people with access were staff (cleaning, towel replacement, etc.). We raised this with Guest Services on 30th December. The head of security came to speak to us and, after asking lots of questions, decided the best course of action was to turn our room upside down in case we had “misplaced” the money. This included going through drawers containing my wife’s and our 11-year-old daughter’s underwear, which felt completely inappropriate. • We were told the investigation would take a couple of days and that they’d be in touch. No one followed up proactively. We had to keep chasing, and only on our last night were we told the investigation was “negative” and that we shouldn’t have left the wallets out. • While I accept the original mistake was ours, I expected a hotel of this standard to be more understanding and supportive. We never asked for a refund — just an apology and some acknowledgement that this mattered. Other issues: • We arrived late on Boxing Day to find the sofa bed (for the kids) hadn’t been made up. • Housekeeping came to convert it but didn’t leave any pillows or a duvet, so we had to call again. It took about an hour — and a trip to the front desk — to get this sorted. • On one day, our room wasn’t cleaned at all and dirty towels weren’t replaced. • On three separate occasions, we ordered room service around 5:30pm for our child (who has sensory needs). The app said delivery at 6pm, but the food arrived at 8:30pm every time. We had to go down to the front desk to chase this ourselves. • Calling the front desk, reception, or room service was pointless — no one ever answered. • When speaking to front desk staff in person, we found them abrupt and rude on more than one occasion. • Restaurant bookings were a nightmare. On our first morning everything was fully booked, and we were told to keep checking the app daily for cancellations. If you didn’t check first thing, you’d miss out. Ironically, when we did get bookings, the restaurants clearly had empty tables. • Overall staff attentiveness was extremely poor. • The on-site shop is outrageously expensive — $22 for a large bag of Lays. Our kids came back with two bags of chips and two packs of biscuits that cost $64. • Be aware the ATM charges around £10 per withdrawal, so bring cash for tipping. Pros • Antonio, the Food & Beverages Manager, was fantastic — genuinely the only standout member of staff. After hearing about our room service issues, he arranged a private dining room and complimentary tomahawk steaks. Thank you, Antonio, for actually caring and making a difference. • The hotel itself, the location, and the food are all excellent. • The trips are amazing (though cheaper if booked through third-party providers). • The gym is the best hotel gym I’ve ever seen — fully equipped. • Pickleball courts were great and a big hit with the kids. • Poolside drink service was excellent.

  Jan 06, 2026
• 

  Beautiful resort running by very kind people

  Excellent hotel . Very friendly and professional staff, food is excellent specially Caribbean Restaurant and Grill where our family had the best experience thanks to all the staff including the restaurant manager who was very knowledgeable and friendly

  Jan 05, 2026
• 

  Not so great

  1. It appeared that we could make dinner reservations from the app but that was not the case. We reached out prior to our visit and were told that we couldn’t make a dinner reservation until we had a room number. We checked into our on Saturday and we still couldn’t get a reservation. My husband had to STAND IN LINE for 1 ½ hours on Sunday to get a dinner reservation for Sunday night and Monday night. He then had to stand in line for another 1 ½ hours on Monday to get dinner reservations for the remainder of our trip. This is ridiculous. And we were lied to about getting reservations AFTER we got our room number on the app. I had a few people at the pool ask me about the situation and one young man who was so disappointed because they had to eat at the buffet every night because they couldn’t get reservations anywhere. 2. The bellman told us that our amenities in the room would be restocked every day. The only restocking that was done was replacing water. Nothing else was touched even though the bellman told us everything would be restocked. 3. To get lunch was another effort in futility as you had to stand and stand and wait and wait in line which, again, was ridiculous. You know how many people are checking in and out, you need more options. 4. In addition to needing more options, there is only one place to get coffee and that line was, at a minimum, was 30 minutes every morning. 5. Our final meal was at Agave, which we were really looking forward to. Our reservations were at 6:00 p.m. We were there on time and seated at our table. At 6:10 p.m. someone took our order. Appetizers arrived pretty quickly, I would say by 6:25. At 7:20 we still had not received our meal, once again, totally not acceptable.

  Jan 05, 2026
• 

  Bit of disappointment

  We are here now. Lack of sunbeds. Beds empty for 7 hours with towels on them and not being used or items being remived feom them. (SO MUCH FOR NOT RESERVING THEM). APP for booking rwstaurants not good as can never get reservatiin. We had Kieran 1 of hotel workers help with some bookings. Whirring noise coming from somewhere next door maybe the fan. Horrible view from balcony some big factory building put us off sitting outside. Still got 6 days left hopefully will get better

  Jan 05, 2026
• 

  Epic : visit 19

  Could not resist to visit my second home Royalton Riviera Cancun for the reopening after the renovation. This time I was by myself and stayed for 10-days. The resort is again in his original shape as we visited for the first time in 2015. If you are looking for a splendid resort with very nice and wide beach (this time no seaweed), top accommodation, great service, quality food (they even serve a 7-meal course in Ocean Point all-in) and every staff member with a smile on his face who greats you with a hand on his hart to show sincere respect; you are at the right place. Would like to thank specific staff members which stood out but list would be too long. Was also nice to see a great number of staff members from before returned after the renovation to the hotel which proofs they are taken care of. Special thanks to Ximena who always makes sure I am welcome and makes my stay even more memorable. Experienced every day as ‘another day in paradise’ and words as excellente, extraordinario, fabuloso where spoken daily when I was asked how I felt. Had again a wonderful time, enjoyed each and every minute and planning to go back next year to celebrate my 20th visit. Again a great thanks to management and all staff who insure I feel special, respected and make me feel at home - Alain

  Jan 04, 2026