Reflects recent average nightly prices reported by our partners, and may not include estimated taxes or fees. Price at checkout may differ.
Cheaper
Average
Higher
About
4.5
#1 of 8 all-inclusives in Puerto Morelos
Location
Cleanliness
Service
Value
This all-suite, all-adult Resort is set along Mexico's renowned Mayan Riviera, between Playa del Carmen and Cancun, on an immaculate white sand beach. Six meandering pools wind through their grounds. You have unlimited access to eight international restaurants and ten bars, plus such amenities as an expansive swim-in spa, a full-scale fitness and cardio-conditioning center and an unparalleled range of activities on land and sea.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
This summary was created by AI, based on recent reviews.
Powered by AI
Excellence Riviera Cancun stands out for its attentive service and comprehensive amenities, with guests often lauding the resort's cleanliness and the stunning beach. While the atmosphere is praised as lively and entertaining, some guests note the entertainment can be loud, and noise levels from the pool areas may impinge on tranquility.
Travelers appreciate the resort's location and the variety of pools, even as opinions on value and room quality show divergence, with some citing overpriced services and room maintenance concerns.
Location
Convenient
Atmosphere
Lively
Rooms
Comfortable
Value
Expensive
Cleanliness
Immaculate
Noise level
Mixed
Service
Attentive
Amenities
Comprehensive
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveller reviews and learn more about how the site works.
I stayed at this wonderful resort 18 years ago and recall it being a wonderful place. However, I was young and inexperienced and memory a bit fuzzy. Now, having stayed at over 30 all inclusives throughout the Caribbean including Sandals, Secrets, Couples, Beaches, Dreams, Palace Resorts, Karisma, etc., I can say, without reservation, Excellence Riviera Cancun tops them all .. 1. Check in - if you booked directly through Excellence, private roundtrip airport transfers in plush Suburbans are included. Very nice touch and no wait. Check in was friendly and efficient with a cold towel and bubblies. The only thing that was odd was they had 5 or 6 couples wait at the lobby bar with no instructions. Then, 2 bellhops piled all the luggage on 1 cart and had us follow them like cattle as they dropped patrons off at their individual buildings/rooms. I was told it was because we arrived during prime time, but it was still awkward. 2. Grounds - it's like walking through a perfectly manicured tropical rain forest with beautiful foliage blocking any unsightly views (ie, exterior roads, service equipment/vehicles, construction, etc.). There's a covered path for guests and a separate path for service vehicles and staff. During our week-long stay, we never saw a single piece of trash anywhere. Empty bottles, cups, glassware were immediately removed; and every walkway, fountain, sculpture, bathroom was properly scrubbed throughout the day. 3. Room - I stayed at the top end, oceanfront club suite last time and elected for a bottom end pool/spa view this time. Neither disappointed. Our room was quiet, gorgeous, spacious, spotless and well appointed. Along with plush robes, towels and slippers, they had three 1-liter bottles of premium liquor, a full bottle of Cabernet plus a fruit bowl waiting for us. Toiletries, sodas, snacks, water, juice, coffee pods, tea and beer were replenished daily. Even though we took 3 showers daily, we never ran out of towels nor toiletries. There were always 4-6 sets of fresh towels, soap, toothbrush, toothpaste, shampoo, conditioner, shower gel and lotion. Housekeeping thoroughly cleaned our room twice daily. (I'm super picky about cleanliness.) There's never a lingering hair, soap sud, trash or sand ANYWHERE. Believe me. I looked! The best thing about the room were the thoughtful touches .. a full marble luggage bench that fits 3 checked luggages, shelves of all sizes EVERYWHERE, a discreet butler cabinet, and multiple handles, racks and hooks for all your towels, bathrobes, wet swimwear, toiletry bags, etc. And, everything looked BRAND NEW. The only thing I would recommend is for those who are sensitive to light, to bring eye masks as the blackout drapes don't extend all the way to the floor. So, if you're in an eastern facing room, you will get some light in the morning. 4. Dining - we loved Chez Isabelle (French), and dined there twice. Note - this is the only restaurant where gents must wear long pants. Our server, Daniel, made our dining experience so memorable. Get the mushroom crepe, sea bass and filet. You won't regret it. Since the Lobster House was under construction, they moved into The Grill (steakhouse) for breakfast and lunch and The Kitchen (international buffet) for dinner, so the service was quite slow. However, the lobster (thermador and grilled) were both excellent. Basmati Indian restaurant was just ok. Service was slow and spotty, the dining room was warm; and the food was too spicy. I usually love spicy food, but my chicken vindaloo burned my mouth for a good 30 minutes. IMHO, Flavors (Spanish tapas) was the most underrated restaurant. Despite limited diners, the food was OUTSTANDING. And Sergio, our server, made our experience even better. We loved everything about this hip restaurant. The sea bass was to die for, and the lamb stew was good too. Def get the charcuterie platter and sangria. The seafood paella was a bit disappointing, however. The worst was Spice (Asian fusion) a la cart, which really surprised us. Aside from the sushi, the food was less than mediocre. If you've had good ramen, you will be sorely disappointed because they didn't even use ramen noodles! Very tasteless with no protein aside from half of a cold boiled egg. That said, the hibachi side was outstanding. We almost skipped it because we've had it all over. How good could another one be? We're so glad we went as it was fantastic! Benjamin, our chef, was superb in every way. He was, by far, the best hibachi chef we've ever had. If you can get a reservation, go! We dined at the Kitchen for breakfast and lunch daily. They had the largest selection/variety of breakfast fare of all the resorts we've stayed. Just the fruit alone .. fresh mangoes, guava, dragon fruit, papaya, kiwi, pears, peaches, plum, plus the usual melons, apples, oranges and bananas was more than I've ever seen in any Caribbean buffet. There were 3 HUGE sections, all carrying different items. There's never an empty spot. If you're allergic to dairy or gluten or if you're vegan, no problem. There's plenty offerings for everyone. And, if you needed something that's unavailable, just ask. Thank you, Walton and Carlos. You guys are the best! The culinary experience wouldn't be complete without a good cup of Joe. The cafe offered excellent expressos and lattes. That was my nightly guilty pleasure.
There were only 3 minor areas for dining improvement: 1) the check in process was inefficient and frustrating. Every restaurant asked for your room number, then they typed it in their computer, then they have you verify your name, then they asked if you have food allergies EVERY SINGLE TIME, then they wrote all your info in 2 different ledgers plus a note pad and then gave one of those pieces of paper to the host/ess who seats you - even at the buffet. With existing automation, this should be a 1-minute process that took 3-5 per customer. It's no big deal if you're in front of the line, but with 4 or 5 couples in front of you, it could take 20-25 minutes just to get seated. 2) aside from the creme brulee-esque item at Flavors, desserts were lackluster. Halfway through our stay, we stopped ordering desserts and just went for after dinner lattes at the cafe. 3) Revive juice bar was located at an odd location, away from the spa and really far from the gym; and the offerings weren't tasty at all. The place was always empty, and we never went back.
That said, service was consistently first rate in every establishment. It's the little things .. for ex, at the French restaurant, they knew to serve from the right and clear from the left. They brought out proper utensils with each course. They uncovered all entrees simultaneously. Everything was done professionally and with a smile. Well done, Excellence! 5. Activities - if you're bored, it's your own fault. There were multiple concurrent activities from 9 am to 11 pm each day .. volleyball, blackjack, pool games, beach games, yoga, bingo, CrossFit, dance lessons, live music, tennis, pickleball, archery, rifle shooting, bike tours, not to mention wonderful pools and one of the best beaches in all of Riviera Maya. They have a huge, wide stretch of powdery sand. So nice. Yes, there were some seaweed but far less than any other area we've stayed. You can get free snorkel gear, kayaks and catamaran any time. In the evenings, there's always wonderful entertainment abound. The entertainment staff worked tirelessly around the clock to ensure everyone had a good time. A big shout out to Eric (my all time favorite), Amy, Carlos and Cris. You guys are amazing, and I'm sorry that I didn't get the chance to properly thank you and say goodbye. Next time!
Evening shows were the best of any resort in Mexico. Do NOT miss the Rock Show! Wow! They covered all the bests from U2 to Queen.. the voice and pitch were spot on. The Circus show and African acrobats were also super enjoyable, as was Mexican and casino nights. Again, you will NOT be bored here. 6) Spa - I've often found resort spa prices to be outrageous and had no intentions of booking until I heard the rave reviews from other patrons, so we booked a couples massage, which came with the aqua therapy circuit. O.M.G. It was simply bliss. You are pampered and treated like royalty the second you set foot in this sanctuary. We loved it so much that we booked a facial 2 days later. Yes, it's pricey. And, yes, it was worth every penny. 7) Gym - while this may not be the biggest, it is definitely the most well equipped I've ever seen. I'm a retired IT exec turned personal trainer, so I have some experience around exercise equipment. They had EVERYTHING .. bikes, treadmills, rowers, ellipticals, weight machines, squat racks, Smith machine, functional trainers/cable machines, benches, barbells, dumbbells, kettlebells, medicine balls, battle rope, plyo box, BOSU, TRX, stability ball, you name it. They even had a landmine base, weighted bars and every resistance band imaginable. I was so impressed. My only recommendation is to offer an additional antibacterial wipes station and some hand sanitizer .. or at least make sure there's plenty of hand soap in the locker rooms.
All in all, we had an amazing week at Excellence Riviera Cancun and will definitely return. Hubby and I easily rate this as the #1 all inclusive resort in the Caribbean and would recommend this fabulous resort without reservation. Thank you for a fantastic week! We will definitely return.
Read more
Date of stay: July 2023
Value
Location
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Excellence Collection, Guest Services / Front Office at Excellence Riviera Cancun
Responded 6 Aug 2023
Dear guest, First of all, we would like to thank you for choosing once again Excellence Riviera Cancun once again and for taking the time to share this review with the TripAdvisor community. Thank you for adding very generous remarks of the positive sides of your vacation with us and mentioning the services that made your stay more comfortable. We really appreciate your detailed feedback. It means so much when it comes from our returning guests. Your feedback is very important to us because it allows us to find out the services our lovely guests enjoy the most and the least. We strongly believe that there is always room for improvement, therefore we appreciate that you mentioned where we are lacking in, so we can work on it in order to improve it to provide the quality standards our guests are accustomed to. We look forward to welcoming you back soon and have another opportunity to pamper you with our superb service. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Absolutely beautiful resort and great service. The level of detail to ensure your satisfaction is very impressive. The staff are all trained impeccably. The restaurants were amazing with tons of choices available all day. For when we had to leave too early in the morning for breakfast at a restaurant, it was easy to call and schedule room service the night before. The liquor options were a little below our standards (Smirnoff and Absolut for vodka), but a wide variety of other types. We even requested different bottles in our room and they were replaced within 15 minutes. I had read some complaints prior to our trip about the seaweed on the beach. Parts of the beach swimming area do have seaweed in the water, but it wasn't an issue for us. The seaweed that washes ashore is cleaned numerous times a day by employees with rakes and wheelbarrows. Otherwise, the sand is white and gorgeous. The resort didn't seem very full during our stay so we never had an issue getting loungers on the beach in the shade, but I would imagine at full capacity that might become an issue. We enjoyed the shows each evening, but some shows were definitely more impressive than others. If you're going to miss some, I recommend looking at the itinerary ahead of time to choose which nights to miss. The shows on Thursday/Friday/Saturday were our least favorites and I would imagine it's planned that way because there were way less people in the audience those nights. The additional parties and buffets were great- tasty food and signature drinks with entertainment. Bring white clothes if you want to fit in for the "white party" (although not mandatory). We really liked that they had representatives from different agencies on had for excursions (besides the hotel concierge), but beware that Discova and Delta are only there from 9 am to 12 pm. The Seasons rep is there until 5 pm. It was really simple to add on trips during our stay (snorkeled two days and an express trip to Chichen Itza) and the staff assists you with your ride pickup. As far as location, we did a short trip into Puerto Morelos. It's a small town with a lot of craft sellers. I will warn that some are quite pushy, especially where the hotel taxi dropped us off at (a higher end jewelry store/tequila tasting). It's around $80 for a cab roundtrip to Playa del Carmen (the hotel does do complimentary trips to Puerto Morelos and Playa del Carmen if it's not booked). Overall, we would DEFINITELY stay there again!
Read more
Review collected in partnership with this hotel
Date of stay: January 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun
Responded 28 Jan 2020
Dear guest, First of all, we would like to thank you for your recent stay at Excellence Riviera Cancun and for taking the time to share your feedback with other travelers. It is our pleasure to read that our resort and amenities exceeded your expectations, making you feel relaxed and pampered all the time. Our commitment is to make of every guest experience, as exceptional and unique as it can be. Thank you for letting us know how memorable and special was your stay, due to our hotel facilities, the food & drinks quality encountered, entertainment with, and the outstanding service provided by our colleagues. We look forward to welcoming you back soon and have another opportunity to pamper you with our superb service. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
This is the first review I’ve ever felt compelled to write. This was our second stay at this resort and we will be back again for sure! You won’t find a more relaxing or generous experience anywhere. The service exceeds expectations again and again with the friendliest, most consistent and attentive care possible. We went the Spa multiple times this visit working with Ivan, Monica, Edgar and Daniel; all were amazing. Every restaurant has vegetarian items, and this visit most had entirely separate and full vegetarian menus that were outstanding. The beach is well tended and this year, when seaweed is plaguing many beaches, they have managed to protect and maintain their section of the beach beautifully. We paid for the Excellence Club for both of our visits, and while you’ll receive amazing service at every level, we will always elect this upgrade for the more private and secluded beach beds and lounge chairs, the heated pool, private bar and the private concierge service. From beginning to end there is not one thing that didn’t exceed our expectations. Most of the people we visit with here are repeat visitors at this resort—many of whom have tried them all and still think this is the best!
Read more
Review collected in partnership with this hotel
Date of stay: February 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
My husband and I enjoyed our stay! Everything was top notch and our every need was taken care of! We appreciated the effort our waiter in the morning, Alberto, did for us. Each morning he would have our coffee order ready for us. Francisco did a fabulous job in our room and the person who stocked our bar fridge was very attentive to our needs.
Read more
Review collected in partnership with this hotel
Date of stay: February 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun
Responded 26 Mar 2020
Dear Marty, First of all, we would like to thank you for your recent stay at Excellence Riviera Cancun and for taking the time to share this review with other travelers. We are very delighted to read that we were able to exceed your expectations in all areas we pay attention to, and above all our attentive staff who made your stay more comfortable. They are one of the core pillars of our resort to offer an unforgettable guest experience, and their attitude is intended to exceed the expectations of all our guests and provide them with a service as much personalized as possible. It has been a pleasure having you with us and we look forward to seeing you back soon. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Had an unexpected visit to our favourite hotel in December and it certainly did not disappoint in any way.
It was nice to see there have been upgrades to some of the restaurants since we were there in May 19, examples: Basmati, we love the new decor, this is a huge improvment, looks more authentic and the food was amazing. Spice, a little dissapointed with the new decor here, much prefered the original, however the food is still outstanding. Huge change with the new Kitchen table, which we loved, this is buffet for breakfast & lunch (previous Barcelona), much more airy, same variety of menus to choose from. The new Grill which has now moved inside was only opening 2 days after we left, but looked amazing , we can't wait to try it on our next visit.
We stay in Spa 3, our preferred location, we like as it is quiet, a stunning outlook of the spa & lazy river, a short walk to all bars & restaurants.
The seaweed in December is virtually non existant compared to April/May, the hotel has added an off shore barrier/boom to try to prevent the seaweed for the high season, so far it seems to be working.
There have been yet more significant staff changes, but a lot of regular staff still remain we look on these as our friends and Mexican family and it is a pleasure to see them each time we return. The following staff need to be recognised for their outstanding service to the hotel:
Alex (hostess) in Basmati, she's a sweetheart. Santiago, Manuel & Rogelio in Chez Isabelle. Benjamin in Spice. Ramon in lobster house. Aura (lobster breakfast hostess), lovely lady. Beatrix, Rosalba, Marianna, Erica, Andrea in Aroma. Pablo, Augustine, Genearo (bar staff), not forgetting the man who runs a fantastic team Gabriel Cervantes (bar manager). Matilda, Freddi, Ivan, Josue, Benitto, (Poolside/beach). Elizabeth, Jacqueline & Virginia (Concierge), all lovley ladies, pleasure to talk to them. Daniella, Gio (who sadly leaves on 7th January), Christian, Enrique (Entertainment), fabulous team.
We can't wait to return!
Read more
Date of stay: December 2019
Rooms
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun
Responded 6 Jan 2020
Dear guest, First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as your vacation destination and for taking the time to write and share your feedback with other travelers. We are very delighted to read that we were able to exceed your expectations once again and we highly appreciate you enjoyed the changes we have made since your last visit. As a luxurious all-inclusive resort, we take care of every single detail in order to provide an unforgettable guest experience, as exceptional and unique as it can be, and we will continue working hard in this direction to provide the best vacation experience ever. We look forward to welcoming you back soon and have another opportunity to pamper you with our attentive service creating another unforgettable experience. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We were in the RM for the 5th time. This is our 4th resort. I had very high expectations based on comments from the Facebook page. It is a beautiful resort, the staff is friendly and having an onsite coffee bar is always awesome. The premium package offers4 bottles of booze in the suite when you arrive and they are excellent quality.
I found this resort to be a little small. Although there is a lot of entertainment I didn’t find there were a lot of things to do at the resort.
It turns out there is winter in Mx and we did have a problem with plumbing. It could not have been avoided. Our room was switched quickly and efficiently. We were upgraded to swim out.
For gluten free options I found it great for dinner but I found the buffet lacking, whether that was in food or in signage I couldn’t say. Room service can’t accommodate gluten/free and egg free unfortunately so if you are having an early excursion pick up figure out how to store some food from the night before for the am
The resort is quiet and clean. Free of pests and the rooms are awesome.
Read more
Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Coming back home for our Anniversary, it was simply amazing! We stayed October 10th - 18th and felt completely safe there. They really had Covid precautions well laid out and followed consistently. Mask are available and staff wore them accordingly, lounge chairs are disinfected after each use, gym equipment is cleaned, plexi-glass separates staff as necessary, buffet although being served as a precaution is is seamless and fast.
We upgraded this time to an Oceanfront Club room with a beautiful view to accompany the impeccable service that started right as soon as we checked in. This place truly makes you feel right at home and why we will always return to ERC.
Ulysses in the Lobster House remembered my husband by name and even last years previous recommendation for breakfast. Talk about service!!!! The management team of Fatima, Antonio and Gabriella deserve the utmost praise in making sure all of our needs were met and exceeded. They would go above and beyond each day to find us, establish a rapport and ensure everything was perfect for our stay. This is why ERC is called family because you are treated as such. Matilde and Armando always made sure we had bountiful drinks and food. The service was impeccable along with sweet smile for each drink delivered. The entertainment staff of Leydi, Christian and Gonzalo had awesome activities and provided of bunch of laughs and knowledge. Covid has changed things but they readily take suggestions and as long as safety allows they try to accommodate if possible. We highly recommend the guacamole and drink making lessons (lots of fun). We did Aqua fun each day it was not only great exercise but great entertainment. Loved that they brought in a gentleman from outside along with the regular staff. For anyone who likes to workout they have a great gym here with lots of equipment. Arturo kept is squeaky clean and was very personable.
As I stated at the beginning this was our first Club experience, LOVED the lounge, Rosie and Leodani. They can make some killer drinks and have some tasty treats. My husband loved that the club pool, had shade options and the loungers. The chefs this time by far exceeded themselves and we were beyond spoiled. I am still craving the lobster risotto and salmon pastor every night. Executive Chef Guillermo, William and Paloma executed each dish with perfection and that presentation would make anyone drool. I'm already ready for my next trip to see my ERC famiy!
Read more
Review collected in partnership with this hotel
Date of stay: October 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Excellence Collection, Other at Excellence Riviera Cancun
Responded 29 Oct 2020
We are very delighted to read that our resort and colleagues were able to exceed your expectations and made your stay more comfortable. The staff members are one of the core pillars of our resort to offer an unforgettable guest experience, and their attitude is intended to exceed the expectations of all our guests and provide them with a service as personalized as possible. Moreover, it is lovely to read that you thoroughly enjoyed the perks of being an Excellence Club member. The staff members are very passionate about their job and they do all their best in order to satisfy your needs and make you feel pampered all the time. We will forward your kind words to our team, especially the members you gave a special shout out, who will be delighted to hear that from you. We look forward to welcoming you back again and have another opportunity to pamper you with our attentive service creating another unforgettable experience. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My husband and I just got back from a few nights at the Excellence resort for my birthday. It was our first time in Cancun and at the Excellence and we were blown away by the attention to detail and service at the resort. They have a nice selection of restaurants and while we didn't get to try them all, I liked basmati (indian food) the best for dinner! They have plenty of seating available by the pools and beach and drink service is non-stop. We celebrated my birthday at the spa and it was beyond our expectations. Great way to start my new year! We then came back to a decorated room which was very sweet with balloons, a card, and a piece of chocolate cake. The gym was fully equipped and kept clean with plenty of water and towels available. They also kept the rooms very clean which always wins me over, they are definitely on top of keeping things looking nice, workers were always busy changing light bulbs or painting areas that needed it. All in all we loved our time and look forward to coming back for a longer stay sometime in the future. I would definitely recommend this place.
Read more
Review collected in partnership with this hotel
Date of stay: January 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun
Responded 10 Jan 2020
Dear guest, First of all, we would like to thank you for choosing Excellence Punta Cana to vacation and for taking the time to share your feedback with the TripAdvisor community. We are very delighted to read that you were blown away by the level of service provided at Excellence Punta Cana. The staff members are very passionate about their job and they do all their best in order to satisfy your needs and make you feel pampered all the time. We will forward your kind words to our team, especially the members you gave a special shout out, who will be delighted to hear that from you. It has been a pleasure hosting you as our guest and we look forward to welcoming you back soon. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We enjoyed ourselves so much that we booked the same suite for next year's birthday. This was by far more relaxing than staying in the Hotel Zone, even though it's about the same travel time from the airport. The low-rise spacious resort and surroundings are removed from the hustle and bustle of the high-rises that are shoehorned next to each other in Cancun. Also, the more classic, colonial style of the rooms and furnishing completed the Mexican experience we were seeking.
While all of the restaurants were good, we were particularly impressed by Chez Isabelle. Our entrees of Herb and Panko crusted Sea Bass were cooked perfectly, moist and tender, not dry and overcooked, as is so easy to do. Also, it arrived on a hot plate with a silver cloche that kept it piping hot from the kitchen to the table.
The Spa was also impeccably staffed. Particularly we want to give a shout-out to Jorge for extraordinary service. All of the staff in the resort were genuinely friendly and outgoing, without ever seeming solicitous.
The management team deserves kudos for keeping the entire crew motivated and upbeat. I think because the staff is able to commute from Cancun or around Puerto Morales, they are happier to be able to live at home and spend family time. This is compared to the Excellence Club in Punta Cana, where they are more likely housed in dormitories. The entire crew exudes a more relaxed and friendly vibe.
Read more
Review collected in partnership with this hotel
Date of stay: February 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
My husband and I have stayed at the Excellence in Playa Mujeres twice before. That location did not have a swim up junior suite available for the week we wanted to travel, so we booked Riviera Cancun. The resort is very similar to the location we have been to before. Excellence did not disappoint us. We were extremely happy with the service, food and accommodations. The room was disinfected and all staff wore masks 24 hours a day so we felt very safe. A special thank you to Marino at the pool and Marcos at Lobster House for great service all week. Also a special thank you to the entertainment crew Laydi, Salvador, Memo and Javier- your energy really made our trip fun and memorable. The only downside to this specific trip was the excessive amount of seaweed in the ocean. The resort staff does a great job cleaning this up but we couldn’t really go in the ocean as we would have come out covered in tiny pieces of seaweed. We understand the ocean is mostly clear from October through March, so would recommend visiting at that time if you would like to swim in the ocean. There is nothing the staff can do to solve for this except cleaning as they are, so still a 5 star review for our experience. A note to travelers- you will receive impeccable service from all staff here even if you don’t tip, unlike some resorts we have been to. But if you feel you have had great service, please be generous and tip the staff. It means so much to them.
Read more
Date of stay: July 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from The Excellence Collection, Other at Excellence Riviera Cancun
Responded 2 Aug 2021
Dear guest, First of all, we would like to thank you for your recent stay at Excellence Riviera Cancun and for taking the time to share your feedback with other travelers. It is our pleasure to read that our resort and amenities exceeded your expectations, making you feel relaxed and pampered all the time. Our commitment is to make every guest experience, as exceptional and unique as it can be. Thank you for letting us know how memorable and special was your stay, due to our hotel facilities, the food & drinks quality encountered, amusing entertainment, and the outstanding service provided by our colleagues. We definitely appreciate your understanding with regard to our staff members do all their best in order to remove the seaweed on a daily basis, however, it has taken us by surprise how much we have had this year. We look forward to welcoming you back soon and have another opportunity to pamper you with our superb service. Please, receive our warmest regards from The Excellence Collection.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Bonita Springs, Florida2,866 contributions377 helpful votes
You check in at the Magna Lounge/Clubhouse. Crown Royal is hit or miss, depending on supplies (normally only in Magna Bar). Makers Mark normally. Bourbons I've seen in Magna Bar are Woodford and Bulleit. In Magna also Scotch Malt whiskies - Glenmorangie, Glenlivet, Macallan.
Bonita Springs, Florida2,866 contributions377 helpful votes
I suggest checking your timeframe on their website and see what is available and the cost. If you booked a long time ago, you might get sticker shock at the current prices!
Hi Michelle. We don't go into sea water at all. The beaches were clean and they were constantly cleaning the seaweed at the shoreline which was not much. They do have a netting that prevents the sea weed from coming in but I'm sure that some does find it way in. We did go for a walk every day on the beach and have to say that The Excellence beach staff did a phenomenal job keeping the seaweed at bay. Enjoy to the fullest and have a great time if you go.
Prices are provided by our partners, and reflect average nightly room rates, including taxes and fees that are fixed, known to our partners, and due at time of booking. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
