6 outdoor pools, pool umbrellas, sun loungers
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Reviews of Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort

5 out of 5
Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort
307 Cancun - Chetumal Ejidal, Puerto Morelos, QROO

Reviews

7.8

Good

Rating 10 - Excellent. 318 out of 706 reviews" "
Rating 8 - Good. 175 out of 706 reviews" "
Rating 6 - Okay. 91 out of 706 reviews" "
Rating 4 - Poor. 50 out of 706 reviews" "
Rating 2 - Terrible. 72 out of 706 reviews" "

8.4/10

Cleanliness

8.2/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Sean

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really liked all the activities and events for kids. Great staff, Buffett was excellent. Rooms are very well noise cancelling, which we really appreciated. I would recommend this resort to families with kids for sure.
Stayed 7 nights in May 2024

10/10 Excellent

Bao

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The rooms are very spacious and clean. The staff was extremely friendly and helpful. There were a good amount of options for restaurants for dining in and the buffet was good.
Stayed 4 nights in May 2024
Response from Bao on May 26, 2024
Dear Bao,Thank you for choosing us and for taking the time to provide feedback on your most recent stay, we would love to see you again, Hopefully you can visit us again Royalton Splash Riviera Cancun y your home!!

8/10 Good

Kwang

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort was huge with tons of activities. Staff were friendly and eager to serve their customers. Food was ok…breakfast and lunch options were very limited but they had bits of everything for everyone. Overall, I would recommend this place, especially if you have young kids.
Stayed 3 nights in May 2024
Response from Expedia champion on May 24, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings.

6/10 Okay

Chris Khoa

Liked: Cleanliness
Stayed 4 nights in Mar 2024
Response from Chris on May 26, 2024
Dear Chris Thank you for choosing us for your most recent stay we would love to see yo and your family back with we would love to make your stay excelent

10/10 Excellent

Raghbir

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful, ll come back for sure😊
Stayed 4 nights in May 2024
Response from Expedia champion on May 24, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings.

10/10 Excellent

Calvin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only issue was the dining. Hard to get reservations at the restaurants
Stayed 3 nights in May 2024
Response from Dear Calvbin on May 26, 2024
Dear Calvin Thank you for responding our survey we would like to make your stay with us it is an honour

10/10 Excellent

ILDA

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great service
Stayed 4 nights in May 2024
Response from Expedia champion on May 24, 2024
Dear Ilda We hope you are very well, thanks for your comments, and we hope to see you soon.

4/10 Poor

Ferdinand

Stayed 5 nights in May 2024
Response from Expedia champion on May 22, 2024
I hope you are well, thank you for your comments, we are working to improve.

10/10 Excellent

takira

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was great
Stayed 4 nights in May 2024
Response from Expedia Champion on May 21, 2024
Good morning family I hope you are very well we are glad you had a good time with us, thank you very much for your comments, we hope to see you soon, greetings.

10/10 Excellent

Timothy

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful venue. We celebrated our wedding with 45 of our closest friends and family. Everyone enjoyed all the restaurants and endless things to do.
Stayed 8 nights in May 2024
Response from Expedia Champion on May 21, 2024
Good morning family I hope you are doing well we are glad you had a great time and enjoyed the wedding, we hope to see you again, greetings.

10/10 Excellent

Theresa

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The pool needs to be maintained to a higher standard. The water is murky the infinity pools are awful. The surrounding bushes are full of trash.
Stayed 7 nights in May 2024
Response from Expedia Champion on May 21, 2024
Family I hope you are doing well, thank you very much for your comments we will work on it.

10/10 Excellent

Austin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in May 2024
Response from Expedia Champion on May 16, 2024
Thank you very much for your comments we are glad you had a good stay, we hope to see you soon, greetings.

6/10 Okay

Yaacov

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Taxis taking advantage of you. And the room was located by service center so was a bit noisy
Stayed 1 night in May 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings

10/10 Excellent

Jorge

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay here was fantastic! Our concierge Roque and Gonzalo went out of their way every single day to make sure we had everything needed. Alexander Colorado and Lupita were always there to get us what we needed anytime we saw them as well. There really was not a single person who wasn’t welcoming. We will definitely be going back soon!!
Stayed 4 nights in May 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings

2/10 Terrible

Annalie

Disliked: Property conditions & facilities
Stayed 3 nights in May 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings

10/10 Excellent

Charina

Liked: Cleanliness, staff & service, property conditions & facilities
Excelente para pasarlo bien en familia muy bien servicio
Stayed 3 nights in May 2024
Response from Expedia Champion on May 15, 2024
Querida familia espero que se encuentren bien, muchas gracias por sus comentarios esperamos verles pronto, saludos

2/10 Terrible

Nihchal

Travelled with family, Travelled with partner, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Change the menu for room service.
Stayed 3 nights in May 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for your comments, we will work on it, greetings

10/10 Excellent

Bhagwant

Liked: Cleanliness
Stayed 5 nights in May 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for your comments, we hope to see you soon, greetings

8/10 Good

Kenichiro

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024
Response from Expedia Champion on May 15, 2024
Dear family, I hope you are well, thank you very much for visiting us, we hope to see you soon, greetings

8/10 Good

Kaycie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Apr 2024
Response from Expedia Champion on May 12, 2024
Muchas gracias por tus comentarios, esperamos verles pronto, saludos

8/10 Good

Veronica

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Expedia Champion on May 12, 2024
Querida veronica muchas gracias por dejarnos sus comentarios esperamos verles pronto

6/10 Okay

James

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
$600 credit* is not really the credit they offered, instead just the coupon book worth $600 which was pretty much useless. For some degrees, it kinda of misleading and fraud advertising.
Stayed 4 nights in Apr 2024
Response from Expedia Champion on May 9, 2024
Dear family, we hope you are well, thank you for sharing your comments, we will work on it.

10/10 Excellent

Karen, Stafford

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from Expedia Champion on May 12, 2024
Querida Karen muchas gracias por sus comentarios, esperamos verles pronto, saludos

10/10 Excellent

Luisa Janeth

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked it one year in advance and they still didn’t give me my two rooms a booked right next to each other and it was super noisy early mornings.
Stayed 5 nights in May 2024
Response from Expedia Champion on May 8, 2024
Family I hope you are well, thank you very much for sharing your comments we will work on it

10/10 Excellent

Pongwipa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful resort great pool spacious lobby with nice breeze well designed. Guest service RICARDO is so helpful exceed all our expectations made our stayed more enjoyable he's the best an MVP. Varieties of restaurants food are delicious, this is our third time at this resort we like it so much and will definitely come back soon highly recommend. Pongwia, Chicago
Stayed 6 nights in Apr 2024
Response from Expedia Champion on May 7, 2024
Family, I hope you are well, we are very glad that you have visited us, we hope to see you soon, greetings

8/10 Good

Rich

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall we had an amazing time, a few things came up, but didn’t ruin our experience. We had the Diamond package, which we felt was worth the upgrade, including the butler service (thank you Roche and Gonzalo)- between booking restaurant reservations, room service requests and finding our shuttle guy for our airport transportation. After reading many reviews, our experience with the food and pool chairs matched what we read… food was very hit or miss, including a cross contamination concern at the Hibachi. Next to raw shrimp issue (not ceviche) The Cave was our least liked. Food trucks and Nibbles by the pool would run out of food around 3pm. The “claiming” of pool chairs, then no one sitting in them for hours was a bit of an issue in the Diamond pool. We would go down around 9am, be sat by the pool attendant, then an hour or 2 later, people would come up and yelling, saying “those chairs are ours”, “we’ve had these all week”. This happened to us 3 times in one day 😂. The pool attendants did there best to find us or them different spots. I think if they didn’t allow “claiming”, maybe that would be better…or have better signage stating a time limit. The pool attendant had told us if they don’t see anyone for an hour or more, they’ll remove the towel being used to “claim” the chair(s). The Diamond breakfast buffet was good, as well as the Mexican restaurant. Nice coffee place with baked goods. We constantly saw people cleaning. Overall a good experience and would return.
Stayed 4 nights in Apr 2024
Response from Expedia Champion on May 7, 2024
Family, we hope you are feeling very well, thank you very much for sharing your comments about your experience, we will be working on it.

8/10 Good

Yolanda

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Would be nice to have a few more things for the adults to do
Stayed 4 nights in May 2024
Response from Expedia Champion on May 7, 2024
Family, we hope you are feeling very well, thank you very much for sharing your comments about your experience, we will be working on it.

10/10 Excellent

Alfred

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was amazing, they really made me feel at home.
Stayed 7 nights in Apr 2024
Response from Expedia Champion on May 7, 2024
We hope you are doing well, thank you very much for sharing your comments, we hope to see you soon

8/10 Good

DARIUS

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Safe a place for kids!
Stayed 5 nights in Apr 2024
Response from Expedia Champion on May 7, 2024
Dear Darius, we are glad that you enjoyed your vacation, we hope to see you soon

6/10 Okay

Adrian

Liked: Cleanliness, property conditions & facilities
The hotel and rooms were great, but as a person with food allergies I was struggling to find suitable menu options. Every time I arrived at the buffet or one of the restaurants, a staff person would always ask “any food allergies?” The research is great but please actually help us with food allergies maximize our dining experience! I need to
Stayed 7 nights in Apr 2024
Response from Jonathan Puc- Expedia Champion on May 7, 2024
Dear Adrián,We sincerely apologize for the disappointing experience you encountered during your recent stay at Royalton Splash Riviera Cancún. Your comfort and satisfaction are paramount to us, and we deeply regret any inconvenience caused. Rest assured, we are taking immediate action to address the issues you raised to prevent recurrence. Your feedback is invaluable, and we are committed to ensuring a more enjoyable experience for you and future guests. We appreciate your understanding and would welcome the opportunity to make amends and regain your trust.Warm regards,

10/10 Excellent

Carrie Lola, Worthington

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a 5 star property and you would not go wtong booking. Staff, facility, food, drink, and entertainment was excellent! WE WILL BE BACK!
Stayed 7 nights in Apr 2024
Response from Jonathan Puc- Expedia Champion on May 7, 2024
Dear Carrie Lola,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

6/10 Okay

Alexandra Janeen, Yucaipa

Stayed 5 nights in Apr 2024
Response from Expedia champion on May 23, 2024
Dear Family I hope youre very well, thank you for your comments, we hope to see you again

10/10 Excellent

Juan Pablo

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic hotel! Lots of great restaurants, room was very comfortable! Beach is nice, well maintained. Definitely will book again!
Stayed 4 nights in Apr 2024
Response from Jonathan Puc - Expedia Champion on May 7, 2024
Dear Juan Pablo,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

10/10 Excellent

Seon

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Amazing resort!
Stayed 4 nights in Apr 2024
Response from Jonathan Puc - Expedia Champion on May 7, 2024
Dear Seon,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

2/10 Terrible

Jamileh

Travelled with family
Liked: Property conditions & facilities
Disliked: Staff & service
Everything is costing, food variety was horrible. Excursions scammed, money stolen from room and no actions were taken
Stayed 6 nights in Apr 2024
Response from Jonathan Puc - Expedia Champion on May 7, 2024
Dear Jamileh,We sincerely apologize for the disappointing experience you encountered during your recent stay at Royalton Splash Riviera Cancún. Your comfort and satisfaction are paramount to us, and we deeply regret any inconvenience caused. Rest assured, we are taking immediate action to address the issues you raised to prevent recurrence. Your feedback is invaluable, and we are committed to ensuring a more enjoyable experience for you and future guests. We appreciate your understanding and would welcome the opportunity to make amends and regain your trust.Warm regards,

8/10 Good

Jenica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service from our butler Jonathan was exceptional.
Stayed 5 nights in Apr 2024
Response from Jonathan Puc - Expedia Champion on May 7, 2024
Dear Jenica,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

10/10 Excellent

Marie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent property! Pool was warm and huge! Great views and walkable resort. Nice people and felt super safe. Great ahows. Be sure to bring white clothes for the white party on friday nights along with your dancing shoes. That was an awesome party night. Always a show for the kids. Great resort.
Stayed 7 nights in Apr 2024
Response from Jonathan Puc - Expedia Champion on May 7, 2024
Dear Marie,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

8/10 Good

robert

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall we had a great time. The resort is nice. Water park is great. Food is decent. The restaurants all have long wait for the food once ordered but that is becuase they are understaffed. The staff is great. Also they claim that there is a long wait for all the restaruants and when you get in there the restruant is pretty empty. Not sure what that was about
Stayed 7 nights in Apr 2024
Response from Jonathan Puc on May 7, 2024
Dear Robert,We were thrilled to read your comment! On behalf of the entire team at Royaltón Splash Riviera Cancún, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

4/10 Poor

Megan, new York

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The hotel was kid-friendly with lots to do for them. Wish there was an option to purchase top-shelf drinks. The food quality fluctuated during our stay, improving towards the end. Although we faced no issues dining early at 5:30 pm, a significant inconvenience arose during check-in when they charged my card despite prepayment through Expedia. When I spoke with the front desk they said sorry it would take 5 days to return to the c. card. The last day they had not even initiated the refund and it took us 45 minutes to get them to process it. They also struggled to provide connecting rooms or access to my children's room, which was five rooms away. After persistent follow-ups, I managed to obtain a bracelet for access. While my children's room was fine, mine had a persistent bathroom odor from the third day onwards, and the staff's assistance was lacking. The spa was visually appealing, but be cautious about the duration of your services; my 60-minute booking was cut short to 40 minutes. After negotiation, they rectified this with an additional massage, which was a great massage. The gym was nice but small and crowded they let me check out a yoga mat to stretch in my room. My youngest son said they only spoke Spanish in the kids club.
Stayed 6 nights in Feb 2024
Response from Jonathan Puc on May 7, 2024
Dear Megan,We sincerely apologize for the disappointing experience you encountered during your recent stay at Royalton Splash Riviera Cancún. Your comfort and satisfaction are paramount to us, and we deeply regret any inconvenience caused. Rest assured, we are taking immediate action to address the issues you raised to prevent recurrence. Your feedback is invaluable, and we are committed to ensuring a more enjoyable experience for you and future guests. We appreciate your understanding and would welcome the opportunity to make amends and regain your trust.Warm regards,

2/10 Terrible

darlene

Travelled with family, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I got to the resort at about 9 am. I was supposed to be in my room to check in by 3 which was fine. They would not get me in my room until 5:30 Pm. We get to the room it smelled horrific and was dirty. So we asked to change the room and they said we need another hour. We get to the changed room and it wasn’t ocean view they refused to change it and said “to the hotel this is ocean view”. The staff is extremely rude, you call for room service they “what do you want lady we don’t have nothing” extremely rude. The resort has horrible food nothing was appetizing except maybe fries and all the restaurants close early or refuse to serve you if you’re wearing a tank top. They charged extra non necessary fees when I got to the hotel that I was unaware of us as well. When leaving the hotel they claimed they scheduled our shuttle back to the airport and they didn’t. So we had to pay 130$ for transportation just to get back to the airport and just make our flight. I do not recommend this hotel pricey and way too inconvenient. Everyone expects a tip as well
Stayed 5 nights in Apr 2024
Response from Jonathan Puc on May 7, 2024
Dear Darlene,We sincerely apologize for the disappointing experience you encountered during your recent stay at Royalton Splash Riviera Cancún. Your comfort and satisfaction are paramount to us, and we deeply regret any inconvenience caused. Rest assured, we are taking immediate action to address the issues you raised to prevent recurrence. Your feedback is invaluable, and we are committed to ensuring a more enjoyable experience for you and future guests. We appreciate your understanding and would welcome the opportunity to make amends and regain your trust.Warm regards,

8/10 Good

Anastasia

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
We stayed at the resort for 6 days. Our butlers Abril and Clarisa made sure we had everything we need and were super friendly and attentive to all our needs, trying to accommodate a person with disability is not easy when the resort doesn’t have any pool lifts and accessible showers. This is something I think the management should consider. The resort was clean with great food and entertainment, however we didn’t feel safe in water park, in fact I flipped over from tube and bumped my head, knee and wrist very hard, and after learned we have to pay for doctor. They gave the paper to write down my information and what happened, however at the end I learned this was cancelation to see the doctor.. I think this is something shady to do when you even can’t think straight after accident and are worried for your kids to not go on any slides anymore and get hurt. The other thing what happened to us is that elevator dropped down from one floor to another, my mother fell and hurt her knees and again it took them probably a day to fix it…and people were still going on this elevator, when I think they should’ve closed it . Overall we had a good time, but some things the hotel I think needs to work on. It takes team to fix things, not only butlers who are trying the best to make you feel better.
Stayed 6 nights in Apr 2024
Response from Jonathan Puc on May 7, 2024
Dear Anastasia,We were thrilled to read your comment! On behalf of the entire team at Royalton Splash, we want to extend our heartfelt gratitude for taking the time to share your experience with us. It brings us great joy to hear that your stay at our hotel was enjoyable and that you appreciated our services and amenities. Your kind words serve as a strong motivation for us to continue striving to deliver memorable experiences to all our guests. We hope to have the pleasure of welcoming you back in the near future and exceeding your expectations once again. Thank you once more for choosing us and for sharing your feedback!Warm regards,

8/10 Good

Florence

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Butlers was on point. Bery cordial and always ready to help.
Stayed 4 nights in Apr 2024
Response from Jonathan Puc on May 7, 2024
Thank you so much for your feedback, hopefully, you can choose us next year, we would love to make the best of your experience.

6/10 Okay

Judith

Stayed 5 nights in Apr 2024
Response from Expedia Champion on May 21, 2024
Family I hope you are well, thank you very much for your comments, we hope to see you soon, greetings.

10/10 Excellent

Abul

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Kids activities.
Stayed 4 nights in Apr 2024
Response from Dear Abul on Apr 28, 2024
Dear Abul,Thank you for providing feedback on your most recent stay hopefully we can see you in the future. Kind Regards

8/10 Good

Jennifer

Travelled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
The hotel is new and clean. The staffs are very friendly. However, the service was extremely slow. Especially check out/in process. We stay 5 nights and tried 5 different restaurants. The food and services from Zen and Rio were excellent. The waiting time from grazie italian and the Cave more than 2 hours; I left before they serve dessert because of the waiting time. The buffet was always available for breakfast/luch/dinner and they serve the same menu every day. The bars & cocktails were excellent. The beach was not clear because of too much seaweeds. I was so disappointed of the beach. The pools were great. We also had one day trip to Isla Mujeres, which was the best. Overall, our family vacation of 17 people had a great time.
Stayed 5 nights in Apr 2024
Response from Expedia Champion on Apr 27, 2024
Dear Jennifer,Thank you for providing feedback on your recent stay hopefully you can choose us next year to see how much we have grown kind regards

8/10 Good

Miaoyun

Travelled with family and small children
Liked: Cleanliness, staff & service
The requests were not met. I requested a two queens size beds room and they gave me a one king’s size bed room. My group had a birthday to celebrate.we informed the hotel before the arrival. However, they seemed never knew it. They didn’t put a banner on the room door until we insisted. The birthday boys were very upset. Food was okay, the buffet could have changed the variety of foods everyday but the same food kept repeating. Hunter steak house was good ! The waiters there were very attentive. We celebrated the twins birthday in hunter steak house. The cave is special . But service was very slow and the food was so just so so. The property had a lot of activities for kids. Our kids loved the face painting, mechanic Toro, piñata , Mario cars, etc . Overall it’s was good place for kiddos.
Stayed 5 nights in Apr 2024
Response from Expedia Champion on Apr 27, 2024
Dear Miayun,Thank you for providing feedback on your most recent stay, unfortionatly the beds and rooms locations are based on availability and never asured before check in,we hope you can choose us in the next time we would love to make your stay memorable

8/10 Good

Phil

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The resort is new, clean, modern. Food is good, many restaurants to choose. The check in process is slow. Waiting for food at restaurants is long, food come out slow. Daily cleaning service is slow. Beach is not nice, too many seaweed and there're wood coming out from beach, not safe for children. And there're crocodiles in a pond next to resort, swim at your own risk, kind of scary.
Stayed 5 nights in Apr 2024
Response from Expedia Champion on Apr 27, 2024
Dear Phil Thank you for providing feedback on your most recent stay, we are workinf daily to keep our beaches clean, we also have security at all times with the mission to keep the beaches secure at all times.

10/10 Excellent

Andrew

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is very family oriented. There was a big focus on pool safety with lots of lifeguards around.The usual challenges exist with custom requests but they do try. We asked for late check out and they were able to give an extra hour. The restaurants are okay and most will find something to eat they like. The diamond club is beneficial for room location, getting dinner. Reservations, coordinating a cabana. The chair game is intense but if you are diamond club go to the diamond club pool and the people at the towel station will find chairs for you. We routinely walked over at 9:30am and they always found us chairs. The staff are very friendly and always willing to help with basic needs. The butlers Gonzalo and Roque were great.The WiFi is good all over the hotel which is nice at dinner when the kids are tired from a day of water slides and the pool and just need to watch an iPad during dinner vs driving their parents insane. I would recommend this hotel to a friend but recommend the diamond club.
Stayed 7 nights in Apr 2024
Response from Expedia Champion on Apr 27, 2024
Dear Andrew, Thank you for providing feedbak on your most recent stay we are working daily to improve out guests experiences hopefully you can choose us again we would love to make your stay memorable

8/10 Good

Lei

Stayed 6 nights in Apr 2024
Response from Expedia Champion on May 21, 2024
Family I hope you are well, thank you very much for your comments, we hope to see you soon, greetings.

10/10 Excellent

Derek

Liked: Cleanliness, staff & service, property conditions & facilities
Water slides were a lot of fun and the lazy river. Pools are amazing
Stayed 5 nights in Apr 2024
Response from Expedia Champion on Apr 27, 2024
Dear Derek,thank you for your feedback we are working daily to provide excelent service for our guests hopefully you can choose us in the future