Royalton Splash Riviera Cancun, An Autograph Collection - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3503 reviews

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  Dissappinting service and value for money

  Our flight was delayed which caused us to miss our connection flight, leaving us to start our vacation a day late. We reached out to the hotel and were told we could not be credited for the missed night (not their fault-we anticipated this) however, when we checked in we were told that housekeeping did not give the go-ahead for the room which we found insane since we had paid for the night prior. our expectation was that the room would be ready.. Not the hour and half wait after being awake 28 hours. In addition the room when we finally got entry had half bottle of used water bottles on counter and items in the fridge indicating precious guests, which was denied by management. Staff at the front spoke to each other in Spanish, occassioonally speaking about our displeasure ( we understand some Spanish) which was disrespectful. Serving staff was amazing, pools and grounds family centred. Buffet was good variety however, not as kid friendly as I anticipated.

  Jan 15, 2025
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  Bonvoy members AVOID!

  Let me start off with my greatest frustration. I am a platinum elite Bonvoy member. I booked this stay for 2 nights about 6 months ago. I did so only because their website and many reviews pointed out that platinum and above get access to the diamond club bars, pools and beach area. So I went ahead and booked this property over other properties that I personally would have preferred but were not Marriott properties. However, at check in I was informed that elite Bonvoy members receive nothing anymore. I explained that those enhanced benefits were the only reason I chose this hotel and I would like them to cancel my reservation so I could go somewhere else. The front desk manager whose name was Edwardo understood my frustration and spoke with the manager to find out what could be done. He came back and gave my family elite bracelets that he said would give me access to the diamond club bars, pools and beach. I appreciated his efforts to remedy the situation, and throughout the day Edwardo helped me on numerous issues that came up. He was excellent. At that point we thought despite the initial frustration, the issue was resolved. Not even close. For the next two days, my entire family was harassed hourly by staff at the diamond club pool telling us we can’t use that pool despite me having the bands and giving them Edwardo’s name. Both days would start with one staffer telling us to leave only for me to explain the situation. An hour later a higher up staffer would come by and tell us to leave. Then another hour and so on. It was maddening. I am not upset with the staff who should make sure people who do not belong in the diamond club area are kept out, I am more frustrated with management who could jot resolve this issue after this happened for the 10th time each day. Ok so now onto pros and cons Cons. Check in was awful. I got in at 3:00 and despite the hotel being fairly empty with only one family at the front desk. I was given a beeper to let me know when to come back. I was told my family could go to the coffee bar. We wound up sitting there for over an hour. By the time we got to the room and out to the resort, the waterpark was closed and the pool and beach bars were shut. When they handed us the pagers they should have said it will be at least an hour and please feel free to send your family down to the pool and waterpark. The restaurant reservation system is a joke. So we were not give a room until about 5 PM, and you can’t make reservations until you have a room number. So by the time I got my room number, Every single restaurant was booked solid. Not one place to eat. So despite spending over $500 a night I was told my family would be allowed to eat at the Buffett…. Good news though, as I was told you can book one day in advance. Well by 5:00 on check in day the next day was almost completely sold out. Every single restaurant was sold out except the hunter steak house. So in two nights I only had access to one restaurant. Hunter steakhouse. I have had better steak on an airplane. Each cut of steak is less than an inch in thickness. Ribeye, strip it didn’t matter. You are going to get to get a steak that looked like it was cut on a deli slicer and of course when it is that thin it is only coming out one way. WELL DONE and dry as a bone. After sending two slices of steak back I gave up and got a burger. Get up at 6:30 or 7:00 am if you like to sit on a chair at the pool. By 8:00 am there isn’t a single chair available. Now, those chairs aren’t occupied by actual people. They are occupied by people just throwing a towel on the chair. Not one time did staff come by and remove towels even on chairs that sat vacant for hours. The beach is not awful but it is a con only because compared to most hotels in Cancun and play Del Carmen, this is not a beach you would want to spend time at. It is not. Lear or pretty water at all. Pro’s For a Buffett the food and selection was very good. We should know as it was the only place we could eat at outside of one dinner The entertainment was very good. I thought the shows at night were good and very interactive for the kids. One night the kids were hitting piñatas and riding inflatable bulls. One night they had a pretty good Michael Jackson show. Also the Alexandra who handled entertainment at the diamond pool was great and always had fun things to do for adults and kids. Leanardo at the shaker bar is the man. Usually at all inclusive bars you just get the standard sugar drinks. Leanardo was great at making some very creative drinks. The rest of the non diamond bars were not good. They could only do basic drinks. Want a spicy margarita or mojito with jalapeños? No shot, at this Mexican resort the bars don’t have jalapeños. Kids want a Shirley temple with cherries? Nope no cherries here. Staff. Despite numerous problems, every staff member I dealt with was very nice. Even the ones harassing me at the diamond pool. The problem at this hotel is management. The facilities and staff are very good, and this hotel would be a 5 star if the owner came in and fired the entire management. So in summary. If you are an elite Bonvoy member expecting to be treated well, do not come here. If you are just a regular guest, expect to be treated as a second class citizen who has to fight for dinner reservations, pool chairs and drink sub par liquor at the bars. If you are a diamond club member you will love staying here. You can get any reservation you want, you have a great pool, beach and staff is excellent. Sadly for the other 90% of the guests who stay here, you will be disappointed.

  Jan 15, 2025
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  Chef Guillermo, 10/10, Service, 9/10

  Food was very good as well as the service, Chef Guillermo was especially good. Very engaging, fun, and good at all his tricks. Best a la carte in the resort. We will definitely be trying to book this again. Out of all the restaurants and bars and stands, this was the best on overall.

  Jan 14, 2025
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  Amazing Royalton Experience

  My first Royalton experience was definitely one to remember. The food was really good everywhere we went, especially the teppanyaki, where chef Levi was amazing. The staff are polite and very helpful. The resort app is really convenient, where you can order room service and even room amenities (towels, bathrobes, toiletries, etc). The gym has everything you need. Will definitely visit Royalton again.

  Jan 14, 2025
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  10/10 coming back here

  This hotel exceeded all my expectations. We came with family members a team of 11 and we had an excellent experience. The food is excellent and we ate at the restaurant zen with the chef cooking for you. The kids LOVED IT! Hugo the chef you are amazing

  Jan 14, 2025