Pete Cooke
The staff and service are a real highlight of our experience and the beach and pools were a lovey vantage point to enjoy very relaxing days. We spent a few days doing excursions to Mayan ruins which was a great way to break up our 10 days.
Special shout out to waiter Antonio, who on our last day, kept us well stocked up on spicy Margaritas in the hours before we left.
Our feedback:
Booking activities or spa treatments all required physically speaking to someone as emails for booking were rarely prompt in response. The resort app is great for information but a bit more booking interaction here would be ideal, especially as younger generations start to travel here in a few more years and self-serve has become the norm.
The resort is clean and well maintained but the bedrooms, although huge, could probably do with a bit of an style upgrade. Not a big deal for us as the service and pools were great but it will only become more dated with time.
Isabella Belfiore
My husband and I came for our honeymoon and stayed in the excellence club with a rooftop room. The rooftop has an incredible view over the ocean and a private plunge pool; the room was a bit of a splurge, but totally worth it in my opinion. The resort is incredible and all of the staff is fantastic! Moises was on the beach all day bringing us drinks and customizing them to suit whatever mood we were in. Jose from the Flavour Market restaurant was hilarious and made so many good recommendations for what to order. The room was fantastic and the house keeping staff were the sweetest! They also include the down service so by the time your back from dinner at one of the many delicious restaurants your room is all ready for you to tuck into bed! We hope to come back soon!
Eric Scott
Good, but Not Great
My wife and I recently stayed at Excellence Riviera Cancun, and while we enjoyed our time together, several aspects of the resort fell short of our expectations, especially given its reputation and price. Nothing about the stay was bad, but it didn’t deliver the true luxury or “Excellence” we had hoped for.
First, the staff experience was mixed. While they were polite and said all the right things, their body language often didn’t match their words. Many seemed tired or not fully engaged, which made interactions feel more transactional than warm. We were happy to tip, but at some of the restaurants, service felt more out of obligation than genuine hospitality, with a few exceptions. (Alex the tennis pro was great!!)
The food was decent but didn’t truly stand out. Most meals were enjoyable, but the quality was inconsistent, and there were a few minor issues that detracted from the experience. For instance, some dishes had unexpected ingredients, like nuts in brownies or broccoli in an Asian dish, and a sushi order listed 8 pieces but only came with 6. While these are absolutely small things, for the price, they’re details that should be spot on.
The resort itself felt a bit dated. Nothing was broken, and everything worked, but nothing felt particularly special. However, we did enjoy our room – it was comfortable, the bed was great, and the amenities met our needs. We went with the least expensive room, and after talking with other guests, we learned that most rooms are nearly identical, with only slight upgrades, which made us feel good about our choice.
A nice feature was the resort app, which lists all activities and restaurant menus. Unfortunately, the app wasn’t always informative enough; for example, the “Pure Energy” show wasn’t described, so we had to guess if we’d enjoy it. While it was very convenient to have the menus online, it would have been nice to have paper copies in the restaurants so we didn’t have to keep our phones out during meals.
We loved the lazy river pool, but some poolside rules weren’t enforced, like a staff member walking past a group smoking in a non-smoking area, which affected our experience by the pool.
Finally, there were minor housekeeping issues, such as one day when our minibar wasn’t restocked, which was a small inconvenience.
While this review highlights things that stood out to us, we did enjoy our time together at Excellence Riviera Cancun. The resort is only about a 20-minute drive from the airport, so the location was convenient and easy to get to. Overall, our experience was “good, but not great.” We left feeling content with our trip, but probably wouldn’t return, as it didn’t quite meet the true luxury and “Excellence” we were expecting.
kimberly bradigan
Fernanda is a very friendly and helpful pool server. She was AWESOME & ATTENTIVE. She has made our family's vacation a true pleasure. The hotel itself is a 10 out of 10. I'm only on day 2 and already know I'll be returning for another visit. Thank you to ALL all of the wonderful staff members we have been blessed and fortunate to meet. Keep up the good work. 🙌🍹🥰
Laura
I recently stayed here for an anniversary trip and everything was fantastic. I have been to other all inclusive resorts and this was one of the best. The food was excellent and we were lucky enough to get to be there for the Mexican Independence Day celebration which was incredible. We had amazing service as well, everyone we interacted with was so kind and really went out of their way to make sure we were taken care of. A few special shout outs to Omar, Riccardo, Edgar, Jesus, William and Karol at the front desk. The resort itself was beautiful and well maintained, rooms were great and we did two off resort excursions while we were there that also were fantastic (Thank you to Rosa at the excursions desk who was so helpful!). I would definitely come back to this resort!
My Booking
