Royalton Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

255 reviews

• 

  Family Trip with the Mrs.

  My wife and I travelled to the Royalton Riviera Cancun in January. The resort itself was very modern, well maintained grounds, a nice beach. Unfortunately the beach had quite a bit of sargassum and there were individuals that tried to clean it everyday. Felt safe while staying on the resort. Overall staff was pleasant and hard working. Check-in/Check-Out: Check in was a disaster. We arrived by 1:15 pm ish. Just seemed confusing and no plan or structure where we were being directed. We finally got a hold of our room by 4:30 pm ish. The bellboy was very nice and showed us to our room and gave us some details of our room. We asked for a later check out at 1pm. Normal checkout was 12 noon. Our wristbands were extended to that that time. At about 12:40 pm I received a phone call asking if we needed help and reminding us that checkout was at 12 noon. Clearly there was a lack of communication and I reminded the caller that we received authorization for a late checkout. The caller suggested that if we didn't arrive to the lobby by 1pm, there would be additional charges placed on my credit card. Dining: Restaurants were all good. We tried the Italian, Mexican and steakhouse (see concerns below) as well as the buffet which was good with lots of selection. If you can't find something to eat at the buffet, then the problem is you! The gentleman preparing the omelettes in the morning was king. Hard working and pleasant! The hotel has an app that will allow you to book the a la carte restaurants. Here's the problem, the app does not work! You try to book restaurants on the app and there is never any availability. We were told to go talk to client service as they have online access to the reservation system. There is only 1 person that can try to get you a reservation so there is generally a lineup and they are only available between 12-3pm daily and they are in front of the buffet at the booth called Selected Experiences. Room: We had a standard room which was modern, clean and very spacious. No issues at all with the room itself. We were in building 8 and facing inland overlooking the mangrove forest but unfortunately it also contained a path that wait staff were bringing meals and there were quite a bit of coatis that were hungry. Bars: Sufficient amount of bars on the property. Bartenders and wait staff were great. Shout out to the young lady that served us on the beach. She was hard working and pleasant! The beach bar on one day ran out of a certain type of alcohol to make my Mai Tai. Pool Chairs: Be prepared to wake up early to get a pool chair. Plenty of chairs on the beach. Conclusion: This is a very nice property that we'll likely vacation in the future but they need to work out their kinks with the check in/out process as well as improve their app so guests can book their own restaurants.

  Jan 27, 2026
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  Royalton Riviera Cancun

  Live Review - I’m here as I type Arrived at 9am on 27/01/26 I need to let all possible holiday maker groups know: “Do Not Book This Hotel” I’m currently sitting at the bar waiting for my room patiently but the booking I made 7 months ago is not available. I booked 8 Guys x 4 Swim Up Rooms with 2 x Queen size Beds but as it start stands right now none are available. I made the booking months ago before they shut for refurbishments, sending 7 Emails to confirm I would have what I needed for 8 guys sharing 4 Rooms. I have been advised they are fully booked and 8 guys need to share beds together. The ages of this group are between 62 & 45, which is totally unacceptable. I’ve decided to write this review in frustration at the management that have not dealt with my issues. I am extremely upset about 4 x Rooms I booked several months ago and this booking is not being honoured even though I paid in advance. So to all Party’s bigger than 4 people…….DO NOT BOOK! You will NOT get the rooms you paid for. I have an email reply from Royalton after I booked saying that the rooms are subject to availability even though I booked the rooms with Queen size beds through their website. So is that False Advertising??… The Management have said I can have a bigger room for $565 per night x 5, even though I haven't caused the problem. I am gutted that I have been forced to do this review because I stayed at the Royalton in Negril in Jamaica in February and that is why I booked it again because of the great hospitality I had received and the great food I had…But now currently sitting at the bar with 7 friend’s frustrated. We have now been offered a roll up bed in one room which I have to take or I have no where to stay. It has taken me over 2 hours to even get rooms with correct beds for my friends so they don’t sleep together. I want the readers to know I have travelled around the world for 30 years and I’m very aware each country has there own ways of dealing with issues and I have been very polite at all times but now feel I have given up with this brand. Strangely enough a few hours before this happened I booked a presentation with their sales team because I was impressed with the setup, how wrong I was. I’m done. So to all group visitors….. STAY AWAY You do not get what you paid for! P.s Armondo-What a great smile and attitude and thank you for trying Yenifer-Mmmmmm needs work on customer service..let’s say no more So it’s 3.11 pm Mexico time Let’s hope we have rooms And Yes I’m from the U.K who’s a Flooring Contractors who’s a grafter Not a Moaner !!

  Jan 27, 2026
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  Hotel Experience Royalton Riviera Cancun

  Currently sat in the seating area as my friend has paid for 7 of us to come to this hotel and the rooms requested have not been honoured despite being organised in June last year. Was supposed to be a once in a lifetime holiday but they are slowly turning it into a nightmare....... watch this space ......

  Jan 27, 2026
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  Don't get the rooms you booked or pay for, Avoid !!

  Live Review 27/01/2026 Eight person party under booking of R Caine. Booked 7 months in advance for 4 rooms each with two queen size beds and ground floor swim up rooms. Advised on arrival today rooms unavailable and given to others. Expecting us now to accept one queen size bed and a sofa bed. Also been told bookings are not dealt with by hotel, but a third party company. There are many other reviews on here, where people do not get the rooms they ordered or more importantly paid for. Very poor customer service despite spending 3 hours in hotel reception showing all the email confirmations over the last 7 months. People should be aware, you will not get the rooms shown on their website site. Avoid ! !

  Jan 27, 2026
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  Revisit

  This was not my first visit to the resort. I returned to check out the updates. Upon arrival, the lobby was packed full of people. Why is everyone hanging out in the lobby, its a very chaotic way to arrive at a resort. My room was the same, with new decor and fresh look. I enjoyed the room. The resort seemed to be at full capacity, because again the pools were packed. The food was just ok, nothing great, but not awful. I will say the mosquitos were out of control, and I've never experienced this. They were even inside the restaurants, making for a not so pleasant meal. The elevators seemed to be having some issues all around the resort, so we had to use the stairways. The stair wells are gross, there were dishes, leftover room service, shoved in all corners. The stairs, walls, everything was dirty. It felt very back alley and not a resort feel. The grounds and pools are beautiful.

  Jan 27, 2026