Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort — Hotel in Quintana Roo

Stayed a week here with family. It was my first all-inclusive experience so I was a little disappointed. First, the check in process is terrible if they are busy. They take your luggage and tell you it will be delivered to your room, but in the hour it took us to check in, our luggage had not moved from the driveway where we were dropped off. So I got our luggage and took it ourselves. They tell you they are going to charge your rooms 2 days prior to arrival but they require payment when you arrive. This was an inconvenience for us because another party was paying for our rooms and had put their credit card on file, but since we didn't have their card during check in, I had to pay and will require re-imbursement from the 3rd party. Of the 3 rooms, I personally had the jacuzzi on the balcony room. The jacuzzi would take hours to fill since the faucet was so slow, so we never used it. When I asked if someone else has to fill it for us, they said no we do it. I'm not hanging around for that to fill. Toilet room is very dimly lit, hard to see in there. The rest of the room was ok. Pools are large, but in the summer they are basically like swimming in a soup pot, they are not cool at all. Also the pools close at 7pm, which is a bummer but I'm not sure what the other resorts do. The infinity pool dumps into a smaller wading pool but the wading pool it basically a cup catcher for the people who drop them in from the ledge. Also, the wading pools look a little unsanitary. Plenty of sand in them also from the people coming back from the beach and washing their feet in them. The beach was basically unused by anyone at the resort. It is cleanish, but the water was very murky and lots of stinky seaweed. The resort has tractors out to help, but it just wasn't appealing. Bar service at the pools is nearly impossible. Bring lots of patience. I would sometimes not get served on the swim up so I would go up to the top and try. If that failed, I would usually have to walk to the Martini bar about 50 yards away for a beer. I tried the $20 tip trick thinking I might get preferred service, but nope. The app is used to book your restaurant times. I found you have to book early in the AM to get a reservation for the next day. It would only let me book a reservation for 2 nights. I think Diamond club members get to pick the whole week. The buffet isn't great, not as good as a cruise buffet. Lots of choices, but very much Latin based cuisine dominates. You will get a work out in just by having to walk the vast area this resort has. We were in building 16 and our kids in building 13, very long warm walks down hallways that have no décor. Think hospital hallways, just plain. Finally, check out was a little annoying as well. We brought our bags down and figured it was check out as usual, but no they had to add some confusion. First, while checking out, they want to take your bags to the front driveway and hold them. I said no, I can easily take it as my taxi was standing there waiting for us. Second, they did not give me any printed receipts for the stay nor did I get an email. When I asked for the print he said since I was checked out, it wipes from the system immediately and cannot be printed. I wasn't buying that so I had him refer me to someone else there who magically could print the receipts for all 3 rooms I had. Also upon checkout, he gave us a slip to give to the bellboy for our luggage and I said we have our luggage with us and will walk it ourselves to the taxi. Little did we know, the bellboys do not like when you do that. They held our taxi from leaving until everyone had given him the luggage slip and verified we had our luggage. It was an odd experience honestly but we had a mild lobby experience compared to others from what I understand. If you have little kids, you are gonna have a blast here. If you are 18 years old just looking for a pool party, drinks and mediocre food, this is also for you. If you are a couple looking to get away and relax, maybe try and adults...

THEY ONLY RESPOND TO GOOD REVIEWS! I am writing to express my deep dissatisfaction with the experience my family and I had during our stay at your Royalton Resort in Cancun from January 19–25. WE HAD 2 ROOMS NOT ONE. While we understand that weather conditions are beyond your control, the series of issues we encountered during our six-day stay made what was supposed to be a relaxing family vacation truly dreadful. First and foremost, I felt as though we were treated not as valued guests, but simply as a sales target. We had already spent $12,000 on our vacation, but it seemed that the primary goal of your resort was to push us into buying a $90,000 vacation package. Despite repeatedly telling staff, at least 20 times, that we were not interested, they continued to pressure us to participate in a 2 hour sales pitch, taking up a significant portion of a beautiful morning, the only nice day during our trip. The sad part is they knew this. They didn't care. They just wanted the sale. This was incredibly frustrating, especially since we had communicated that we simply wanted to spend time with our children, who were waiting for us by the pool. In addition to this, we encountered several issues in our room, including a persistent water leak that we had to manage ourselves for the first couple of days ( I have videos of it) Despite the attempt to fix it, the leak continued, flooding our room and damaging my sandals, which cannot get wet. To make matters worse, the “butler service” that was supposed to be available 24/7 was slow to respond or, in some cases, did not respond at all. My significant other had to frequently contact the Diamond Club to follow up, which became a source of continuous frustration. As if these issues weren’t enough, the so-called “special dinner” you arranged for us as an attempt to make up for these problems was nothing short of a disaster. Not only were our salads served incorrectly, but the timing of the reservation conflicted with the white party our daughters had been excited to attend. Despite knowing our plans, the staff showed no regard for this, and the dinner was so poorly executed that we ultimately left in frustration, missing the event we had hoped to enjoy. No dinner can make up for all we encountered. It was one thing after another. Honestly I was in shock and mind boggled that they felt a dinner was enough for the numerous problems that we have encountered. We also encountered another evening with the butler booking a reservation to the Italian place for 8pm and the place was closed and they as the butler had no idea it was closed. Another evening of a dinner ruined. When I say one thing after another I meant it. Moreover, the manager who handled the sales pitch was exceptionally rude, making disparaging remarks toward my significant other when he declined the offer. This experience left us feeling disrespected and undervalued. (Managers name Edwardo and Alexandra was the second sales person. Ana Dunay was the butler who wanted the sale) I will say Ana made it sound like we already received "benefits" for the trip we were already there trying to enjoy, but it was just Another sales tactic not to make us think we meant something to the resort. While I understand that certain aspects of our vacation, such as the weather, are out of your control, the continuous lack of care and professionalism from your staff was inexcusable. The entire focus seemed to be on pushing additional sales, with little regard for the actual experience we had already booked and paid for. This review is written to warn others because if you end up staying there and have the experience that my family and I had then they won't respond back to you for help, no apologies, not even anything off your stay. I'm planning another trip soon and I am nervous to even book with this company!! No one cares about your stay it's all about the money they make and that's so sad! They do not hold up to their reputation. So many promises to just get you there to spend money and then you're on your own. Be mindful...

First I want to say that because of all the negative reviews that I almost cancelled my trip. But I am so glad that I didn’t! I would have missed out on an awesome trip! The Room- We paid for Diamond Club and had a swim out room. Upon check in at the lounge, we had such a warm welcome. We got there about 30 minutes before check in and the room wasn’t ready yet. We were able to relax and have drinks and food until we were greeted by the concierge Carolina who gave us a tour/ overview of the resort. We then met our Butlers Brenda and Leo. Brenda took us to our room and showed us all the information on the TV. The room was very clean, had 2 bottles of wine, welcome gifts and snacks. The only downside was we had 2 double beds instead of a king. We could have called the next morning if we wanted to move but we didn’t feel the need. The room was comfortable and in a nice location so I was happy. We stayed in building 19. The swim out we thought connected to the pool, but it doesn’t. It’s a semi private pool that connects all the rooms on that level. It was still nice, but probably would have got more use if it were a hot tub instead. The Food- I have 0 complaints about the food. As someone that has been to quite a few all inclusive resorts, the food is very much like every other resort. NO ONE in my party of 7 experienced ANY type of illness like many of the complaints. I bet they drank the water or brushed their teeth with sink water or something that possibly made them sick because the food was great! We went to the Brazilian steakhouse, the hibachi, and the bbq place. The BBQ place was the only one that was just ok. Everything else was great! The buffet was great, Nibbles was my daughter’s favorite spot for lunch. And the Diamond club lounge always had a nice selection as well! The Drinks- I had no complaints. I stuck mostly to wine, but also had a dirty banana (delicious), and Malibu Bay Breezes. My daughter loved the virgin strawberry daiquiris and my husband captain and coke. Some other drinks seemed to get watered down a bit but mostly due to a lot of ice melting quick in the heat because I always watched them pour the drinks and they definitely used a lot of alcohol, so that was never an issue. The Staff- OMG, INCREDIBLE! They went out of their way all day EVERYDAY to make us feel special. We were celebrating my 40th. Our Butlers brought a bottle of wine almost everyday to the room. Our last night, they brought me a special birthday cake! Even sitting on our patio in our swim out room, workers would walk past and stop to ask if we wanted drinks that they would bring us. They cleaned around the resort non stop! Everyone was so friendly, even the landscapers that were always hard at work would stop and greet you as you passed by. Karen, she was our sales rep who we met during the non-mandatory club membership breakfast meeting. Yes you read that right, NON-Mandatory. It was our choice to sit with them! Karen was amazing!!! She even sent a special gift package to our room! Her boss Israel also Amazing! Yes, we did become Diamond club members and they definitely go above and beyond even more if you do become members. Even if we would have declined the membership, just for attending the meeting, we received a Bali Bed by the pool for the day with a waiter, a free hydrotherapy session and couples massage at the spa, a free hour jump session at the trampoline park, and a discount on bowling if we chose to use it. Since we chose to do the membership, along with all the member benefits, they through in a free trip 5 nights, 6 days at their Punta Cana resort. I say free, but the membership pretty much paid for the trip. Definitely worth that alone! The Beach- A lot of seaweed would wash up but every morning the staff was out there cleaning it up. Small beach, but very clean minus seaweed and watched a beautiful sunrise! The Smell that everyone was complaining about was hardly noticeable. I think I smelled it 3 times total through our entire stay. It’s a sulfur like smell but wasn’t overbearing. This was a...