Royalton Riviera Cancun Resort & Casino

When booking this resort, the booking came along with a $300 resort credit. At check in we mentioned the resort credit but was told nothing by the lady at check in. During the vacation we went to the Game Up and played multiple games of bowling, laser tag and the kids used the trampoline park. We put those charges on the rooms because each room had a $300 resort credit so we thought. Then at checkout we were told we had a balance of around $ 300 for each room. That the “resort credit” was a coupon book that we should have received at check in and that there was not coupon for the Game Up and we owned at balance. Nothing in the description given to us about the resort credit talks about it being a coupon book. It clearly stated in the written description “ Receive $300 in resort credits to enhance your stay. Guest will receive $300 in resort credits per room per stay to be used towards spa, dinner, experiences and much more!” The customer experience was horrible as we were made out to be the bad guy. We were told it was our fault because we didn’t ask more questions at check in. We ended up paying around $600 due to not being able to use this “resort credit”, this was on top of the already over priced cost for the hotel. If your booking here because they are offering resort credits, don’t because it’s all just a gimmick to get you to book.

We had such a blast at the Diamond beach bar. Juve is amazing. We were staying in a swim up room that faced the ocean and Juve really took care of us. Seriously made our trip! Juve is the best!

The resort is rundown and the service is terrible. Usually don’t take the time to write a review, but wanted to save others from a bad experience. The sports bar had 1 bartender for 60 people, and the club had 1 bartender as well. Pray they don’t run out of what your drinking, because they will not go get more. You’ll just have to drink whatever they have. I ordered room service, it took 1.5 hours and was given the wrong order. Had to get ready for a wedding, but had no clean towels. Called the desk for towels, but never received the towels. Left a shirt for an old college friend, which happens to work at the hotel, with security as per hotel policy. My friend never received the shirt. Seems the shirt was miss placed and nowhere to be found. Wife called the resort 12 times, got the runaround and hung up on while trying to find out about the shirt. Hate to focus on just the bad, the check-in was fast and efficient. It was our first and last time visiting the Royalton, which was suppose to be a diamond hotel. Maybe in the past, but not any longer.