Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3832 reviews

• 

  Honest unpaid review

  Royalton Splash Riviera Cancun – Honest Diamond Club Review Our recent family trip to the Royalton Splash Riviera Cancun was highly anticipated—and deeply disappointing. We chose the Diamond Club upgrade for an elevated, all-inclusive experience and ended up facing a series of frustrations that made this trip more stressful than relaxing. Here’s what you should know before booking this resort. ⸻ Check-In & Room Assignment: We arrived as a group of four, having specifically requested a room with two beds. What we didn’t know (and were never told in advance) is that room configurations are “based on availability.” We were stuck with one bed for four people, and there was no apology or compensation—just an empty promise to move us “the next day.” That didn’t happen until day three, after repeated complaints. We also booked a total of three rooms, including one for my elderly parents, with the explicit request that our rooms be located close together. Instead, we were placed in separate buildings, far apart. This was supposed to be a family trip, yet we barely saw one another due to how spread out we were. Here’s the truth: The resort knows that once you check in, you’re not leaving. Most of us have prepaid or booked through a travel agency, making it nearly impossible to get a refund or switch resorts. That’s exactly why I’m writing this review—to help others make an informed decision before committing to a stay here. ⸻ Diamond Club Experience: With Diamond Club, you’re promised perks like a personal butler, exclusive lounge access, and resort coupons—but those benefits are inconsistent at best. For example, we never received our $600 in resort coupons. After we had already booked and received massages, we were told it was too late to use them and that you can’t apply them at checkout. So they went to waste. The butler service was friendly, but ultimately not worth it unless you’re constantly booking things on the fly. We made all our dinner reservations upfront, so their support wasn’t necessary beyond the occasional check-in. ⸻ Rooms & Cleanliness: The rooms were mediocre at best. For a Diamond Club upgrade, you’d expect more comfort and style—but the biggest positive was that they were at least clean. ⸻ Dining Experience: We tried multiple restaurants and the food was mostly average, though the Italian restaurant was easily the best. Unfortunately, the ambiance was diminished by stained chairs in every dining area, likely due to the high number of children at the resort. Buffets were often chaotic. It was shocking to see children eating directly from the buffet trays with their hands, with staff doing little or nothing to intervene. This made room service—which took about an hour each time—our most reliable (and sanitary) option. ⸻ Pool Area & Seating Scam: Getting pool chairs was a daily struggle. All chairs were “taken” early in the morning—but we later learned the truth. Staff place towels on chairs as if they’re reserved, and expect under-the-table tips to “find” chairs for you. Families come down as early as 6:30 AM to claim spots and leave towels for hours while coming and going. Even worse? All of the pools were ice cold—regardless of how hot it was outside. You’d expect at least one heated pool or a hot tub, right? Nope. The Diamond Club area appears to have a hot tub, but it’s not heated. The only real hot tub is in the spa, and it’s only accessible to adults who book a massage and opt in for hydrotherapy. ⸻ Mayan Experience – Don’t Bother: We paid extra for the Mayan Experience, which promised tribal dancers and a premium meal. What we got was a tiny steak with octopus on top, which most kids and even adults wouldn’t touch. It was a waste. When I asked for a refund, the manager brushed me off with “meet me in the lobby” and no follow-up. ⸻ Beach & Cabanas: The beach was nearly unusable due to heavy seaweed, and though we paid for a cabana, there was no signage or numbers to find ours. Meanwhile, we saw other guests handing staff cash for unreserved cabanas—another example of poor organization and shady practices. ⸻ The Good (Because There’s a Little): • Drinks (alcoholic and non-alcoholic) were available all day. • The resort photographers were professional and pleasant. • My kids had a great time, especially with the waterslides (though the larger ones were under repair). • Kids Club was decent, giving parents a bit of downtime. • The resort is clean, which I appreciated. ⸻ Final Verdict: If your goal is to keep your kids entertained, they’ll likely have a blast. But if you’re looking for a stress-free, luxury family vacation, look elsewhere. The Royalton Splash Riviera Cancun oversells its Diamond Club experience and under-delivers in too many critical areas: service, honesty, and guest experience. They bank on the fact that you’re stuck once you’re checked in, and it shows. Don’t fall into that trap. Do your homework—and hopefully, this review helps you make the right call.

  Apr 20, 2025
• 

  Family Fun in the sun that you will TRULY enjoy

  I'm writing this review as I'm sitting next to the Cafe Lounge on a beautiful Easter Sunday morning. I'll leave a broader review when I get my feet back under me in the real world, but I will say for now - This place is AWESOME. We are traveling as a family of four - with 11 & 8 y/o kids. The fact that we are essentially staying at an All-Inclusive Water Park has really blown their minds. The entire staff has been nothing but amazing so far. We've thoroughly enjoyed the food from the start, and the Cafe (where I am right now) is a perfect way to start the day. We've eaten at almost all the restaurants, as well as the buffet and Scores (Sports Bar), and have been really happy to a person. If I can say one thing, the whole beach/pool chair reservation thing is a constant at most resorts we've been to - but honestly that's a traveler behavior rather than a resort led issue. If someone can figure out the fix to this, it'll be an All Inclusive Resort game changer (hahaha).

  Apr 20, 2025
• 

  A beautiful resort. Excellent services!

  Very enjoyable experience! Well done show by Arture! We are with family of eleven people and everyone enjoyed Royalton resort and especially Zen restaurant. Food was great and lovely time. I strongly recommend. Great location and very close to Cancun airport.

  Apr 19, 2025
• 

  Zena Resturant

  Went to Zena teppanyaki, Levi was our chef, great show, kept the kids entertained and the food was delicious, our waiter ismeal was attentive, would highly recommend booking this restaurant during your stay at the Royalton splash, great drinks to

  Apr 19, 2025
• 

  Amazing experience

  We had a 5pm reservation and we were served by Israel & had a show from Levi, in the Zen teppanyaki absolutely brilliant show! Great with the kids and nothing was too much trouble, food was so flavourful, highly recommended! Had two toddlers in high chairs with no issues

  Apr 19, 2025