I am very confused about the bad reviews, because my experience was nothing short of pure excellence. My husband and I visited ERC for his 30th birthday, and it exceeded all expectations. This was the most beautiful and relaxing place we have ever been. We got the swim up suite room, and loved it. The resort was so clean and well maintained, the rooms were wonderful, the food was the best we have ever had, the shows/activities at night were so fun, the drinks were delicious, the app was great at navigating the resort, and the pool is kept at the best temperature. The staff was truly the pinnacle of excellence. They made our experience so incredible and much better. Thank you so much Mario for making my husbands birthday so memorable. My only recommendations for guests, is that some of the restaurants have a dress code (my husband hates pants, so we had to buy him a pair at the gift shop), bring sunscreen/sunglasses/wide brim hat/after sun care, and if you get eaten to death my mosquitos bring bug spray. My husband didnt get bit at all, and i got bitten over 40 times. We cant wait to come back! read more

This place is amazing! We will absolutely be back. Clean, friendly service, anything we asked for they would do their best to accommodate. Loved the pools, especially the lazy river. All of the restaurants are great, my favorites were Basmati and Spice. The only room for improvement: I wish there were healthier options available by the pools do lunch. The taco truck is great but doesn't open until 4pm.. a little late for lunch. I don't want fries/hotdog/burger/nachos for lunch. The Linux buffet was great, but it would've been nice to have a salad or tacos by the pool. Loved the shows and trivia every night! Can't wait to go back. read more

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Well, where do I begin? I absolutely love this place. Service is second to none. The view is amazing, the rooms are clean and immaculate, the restaurants are superb, and the cost is great. I will be back. The only thing that I did not like was that they don't accommodate cigar smokers. They removed the sale of cigars at resorts in Mexico because of a national law. Now, you can still smoke there, but it is in a designated place that is small and not really pleasant. Will I be back? Absolutely. I highly recommend the club-level rooms;; that extra touch of service is worth it,. I don't recommend using the laundry service unless you absolutely have to - it is very expensive. Room service is great; they have a wide selectio,n, unlike other resorts that limit menu choices. The beach is AWESOME - there are plenty of chairs and/or cabanas for everyone,, and you don't have to get upat dark-thirty to get one. The sand is so soft, there is a seaweed problem, this should be expected because of the easterly winds in the Caribbean. The staff does an exceptional job removing the seaweed that washes up on the beach. Other amenities are available throughout the resort that you can participateate in. I can't wait to get back. Happy Yelping read more

This is simply my favorite place in the world. Every single staff member you interact with is incredibly kind and helpful. They are very accommodating, and as a vegetarian will always make sure you have amazing food-- they have plant based menus too. The options decreased from last year but it's still great to have any options. This resort is gorgeous and managed well, and has lots of fun activities. The programming team does an incredible job. read more

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Great resort. Everything was clean and well maintained as there were always people working on the grounds. All staff were super friendly and there was a variety of entertainment. Lazy river was our favorite thing to do. Drinks were good and no wait most of the time. Deducted one star as the food was just average for us and only a couple of items really stuck out. Definitely a nice relaxing resort though read more

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My husband I visited for our honeymoon and in 2006 and went back for our 20th wedding anniversary this week. We haven't been back as we travel as a family. It was so nice to get away with my husband to the resort where we honeymooned. There's so much to say I'm not sure where to start. We didn't find the need to be club level. We had everything we could possibly need. Our rooftop terrace suite was amazing and was so nice and quiet for the mornings I'd wake up early and just chill up there until my husband woke up. The staff are amazingly kind and everyone says hello as you walk by. Obviously they are trained this way but it was amazing. The restaurants and the buffet have everything you need. The Aroma 'bar' is a coffee shop and our favorite. It was nice to get coffee each morning and a booster as well as a pastry. The martini bar another favorite. Espresso martinis for the win. Overall we couldn't be happier and hopefully it doesn't take us another 20 years to go back again. read more

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As the name suggests, Excellence is strives for excellence! Where to begin? The level of service from each and every attentive staff? The friendliness of everyone there, and not just the staff but guests, too! The cleanliness of the property? Literally, everything was excellent. The food, for an all-inclusive resort, was top notch and definitely the best we've had (at an all-inclusive)! It's hard to beat a 45-oz tomahawk...! We enjoyed dining at Chez Isabelle and at Magna (club-only access). We also had lunch at the Lobster House and Oregano, but it was really just ok. The buffet was not bad, and the omelette station guy was really hustling! The dinners at Magna and Chez were memorable, and we'd happily come back to dine there again! The evening entertainment was actually really good! We had a Freddy Mercury AND MJ impersonator one night and they were outstanding! Like, better than any Vegas impersonator lol. Tips: Definitely upgrade to the Excellence Club--bc the access to better booze and food is SO worth it. We had SO MUCH good single malt scotch at the club bar--and it wasn't like a Glenfiddich/Glenlivet 12; It was Macallans (which imho is highly overrated when you have to pay the hefty price, but i digress) and Glenmorangies ALL NIGHT LONG. Definitely worth the price of admission. Get your lounger early bc it really fills up quickly! We had to put our stuff down at tables until some became available bc we were too late to the game at 11 am--but no biggie. We mainly floated in the lazy river. read more

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The Excellence Riviera Cancún (ERC) was my first All Inclusive Resort experience. I have many thoughts. When we stepped out of the airport and into the Cancún humidity that was so thick you could swim through it, there was an air conditioned Black SUV waiting for us. I felt like the president. After a 25 minute drive we arrived at ERC, and were handed a glass of champagne right as we stepped out of the vehicle. HOT start. We slammed that glass quick and asked for a refill before we went to check in, to which the guy said "Claro que si..." and poured us another one. Legend. As we were waiting in line to check in, I scanned the lobby. An enormous space with seemingly endless seating areas, a huge staircase in the middle, and the biggest stained glass ceiling window I had ever seen. There's a full bar at the bottom of the stairs, so I got a tequila on the rocks as the 2 glasses of champagne had started to wear off. At this point, I was feeling GOOD. In the best mood. Riding a high. "I'm so inspired in this place" the hero thought to himself... I slammed the tequila on the rocks and set off to go drop my bags in the room. As the doors to the outside of the resort opened, I felt as if I got hit by a flashbang grenade. An ineffable stench of an undefinable odor waged chemical warfare on my nostrils. It smelled like a lake full of dead fish. I squinted and almost fell to my knees, but I couldn't show weakness as my nickname in high school was "No Known Weaknesses (NKW)." I found out later that the culprit is the decomposition of sargassum seaweed when it washes ashore during the summer months, and there is nothing the resort can do. I feel for them as they are at the mercy of the elements, but it's not the most pleasant thing to inhale the stench of decomposing seaweed for the entire trip. My room was HUGE and clean with a full rain shower, king bed, bath tub, and balcony on which I was chain smoking Cigars. They are dialed in with room cleaning, as it felt every time I stepped out of the room the staff would clean and restock the mini bar. Shoutout to housekeeping they are laser focused on white glove service. Take this with a grain of salt because I'm an absolute snob when it comes to food, but the food selection here let me down worse than Steve Nash's tenure with the Lakers. Every meal I had at the resort was uninspired, but at the same time I recognize it's an all inclusive resort and I shouldn't have been expecting a robust culinary scene. My saving grace was this taco stand in the middle of the resort that popped up at 5pm everyday. They were slanging some decent tacos, I probably had 15+ in my 4 days here. Shoutout to the taco man he was blessing me. The drinks were so solid. As I sat there in the swim up pool bar under the Cancùn sun 6 mojitos deep, I completely understood the appeal of an all inclusive resort. IG @jnov_ Tiktok @jnov__ read more

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This is our go to place for all inclusive resorts! They have so many restaurants and all of them are actually good! So many times different resorts have restaurants that are not good at all... that isn't what happens here. They have great restaurants and my personal favorites are the Mexican restaurant (Agave) and the steakhouse. Both are really good. Also, you don't have to make reservations, but you do have to be aware of time and get there at a time that doesn't require a long wait. Overall this place is awesome. Come here. They have lots of events, and the beach is nice. They actually work pretty hard to keep the sargassum out. But if you really want to avoid the sargassum, don't come in July and August. Those are peak months for it. read more

Excellence Riviera Cancún - Great shuttle service from airport to hotel with a minimum 3 night stay - Hotels Near Me - Puerto Morelos, ROO

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Such a lovely trip and resort, and so simple to arrive here from the United States. I love that travel from the airport is included when you book directly with them. The guest services are very responsive - sometimes you just have to ask if you're missing towels or turndown service. The food is also great, with my favorites being Spice (for Hibachi and dine-in) and the special native Mexican menus. The rooms are nice - a little dated, but with plenty of space to spread out and relax. My favorite are the swim up suites, which make it easy to always have a lounger at the pools. It's also typically easy to find a chair at one of the pools if you prefer to not be on the ground level. The beachfront is also beautiful, with lots of places to sit and take in the natural beauty of the area. The staff have always been very nice to us - the concierge staff is always ready to help, the bartenders are friendly, and the activities staff always have something planned. read more

Where to begin? I am so thankful to have booked this Excellence resort for my most recent solocation. Everything was nearly perfect from the moment I arrived to the moment I left. You'll need to download the Excellence app for all menus, activities, and general hotel information. CHECK IN/CHECK OUT My room was unfortunately not ready at the promised time, which was the only hiccup in an otherwise perfect vacation. After a day of travel, I was ready to get settled in. Around 3:45pm and after some confusion about bags, I was hurried over to building 2. The first room I checked into was right across from housekeeping and incredibly loud, not to mention it was on the third floor with a broken elevator. I called the desk to see if there was an opportunity for me to switch rooms. They were able to quickly move me over to a different room on the same floor and the elevator issue was resolved the very next day. Amazing and swift response to the only issue I encountered. You'll receive a welcome beverage upon arrival and the team is great at taking care of your bags. The day before I was to check out, the desk called me to confirm they would arrive exactly 20 minutes before my transfer arrival to take my bags and get my checked out. They showed up 20 minutes before on the dot and my transfer to the airport was early. Total dream process - zero stress. ROOM As a solo traveller who doesn't really care about where I sleep, I opted for the most cost effective (cheapest!) Junior Suite. The room itself is really beautiful and well-appointed. You'll get some need-to-knows (use the safe, don't keep the patio door open, don't drunkenly fall on the step down) upon arrival with the bellhop. Mini bar includes snickers, m&ms, chips, oreos, four bottles, and mixers. I ate the chips and oreos everyday (it's VACATION okay LOL) and they were promptly restocked as I was down at the beach. The bathroom amenities are fab (toothpaste, toothbrush, q-tips, cotton balls and toiletries all provided) and the bed was incredibly comfortable. You'll also find robes, slippers, FOOD/DRINKS I went in to this vacation with the bar for food...incredibly low. In my opinion, you don't book an AI vacation to be blown away by the food. I live in one of the best food cities in the US, so my foodie needs are met day to day and expecting that quality here is not realistic. That being said, with my expectations being in hell, the food was very solid. I opted for an omelette at the buffet every morning, pizza or nachos at the beach for lunch, and then bopped to restaurants for dinner. I found quality across the bar at each restaurant to be of the same caliber, with special love to the french onion soup at Chez, the chicken tikka masala at Basmati, and the nachos at Las Olas. I did not at all feel weird dining alone, as a matter of fact I feel the staff went above and beyond to make me feel comfortable as a solo diner. Bring your own straw for drinks! I sipped margaritas by day and wine by night (again VACATION people) and found the house wine here to be totally serviceable. There are cocktail lists at most of the bars and I also recommend trying an iceberg (beer with frozen marg floater). STAFF As you'll tell from other reviews, the staff here really is iconic. So friendly, warm, and fun to chat with. Special shoutout to Mark on the entertainment team and Gustavo who brought my bags up to check out (he's been on staff at this resort for SIXTEEN years!). You will have everything taken care of by this team and do bring small bills to tip them. VIBES This is what I most concerned about as a solo traveller and why I changed my mind so many times when booking this particular trip. I wanted fun but not spring break levels of fun, relaxation, no children, and a fair amount of things to do. If this sounds like what you're looking for: you need to book here. I spent my mornings on the beach and my afternoons by the lazy river pool. I met amazing couples and groups travelling together and also met two fellow solo ladies. Wide range of ages here from young honeymooners to middle aged. ENTERTAINMENT I utilized the fitness facilities every morning and founds them to be above average even though the fitness center itself was on the smaller side. I took a core class and there is stretching and yoga offered daily, in addition to beach and pool volleyball, bike tours, cocktail classes, tennis clinics, pickleball, and more. By night you'll find (admittedly and expectedly) fairly corny shows and entertainment options in the theatre. Karaoke was fun! VALUE I caught an amazing last minute deal on my stay and ended up paying just under $2k for 4 nights, all-inclusive. For what I received at this resort, this feels like an impossible steal. If you can find a deal, go that route. I do NOT think you need to upgrade to the Excellence Club as that pool was a little eerily quiet throughout my stay and I don't think the benefits measure up to the cost, personally. read more

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Horrible experience. Came packed with nothing but tanks and shorts. Booted out of every restaurant. Sports bar serves baby food. Completely ruined our anniversary. I dont recommend to anyone and will never go back read more

Came here for a girls trip with my mom and sister and this place was fantastic at times and terrible at times. Earning it a 2.5-3. We were here for six nights arriving on a Friday and leaving on Thursday. We were there the last week of a June. Something to note: there was SO much seaweed. You could smell it all over the resort and it covered the beach so we didn't get into the ocean which is a bummer. The water was brown instead of the crystal clear Caribbean blue we were expecting. Let's dive in with the good: -the Mille spa: this was a highlight I had the cocoa body wrap and facial and the massage. Both were FANTASTIC! The body wrap came with their hydrotherapy circuit which included a sauna/steam room experience and strong water jets to target key muscle groups. I would 100% recommend getting a treatment here. -The French restaurant: easily the best restaurant on property. The staff was so friendly and the food was incredible. The filet was fantastic and honestly the steakhouse was so terrible we came here after to get a perfect filet. The cheese soup is divine and it was so good. - Agave: the Mexican restaurant is a close second solid food with the most amazing cheese dip that comes with fresh tortillas. -the lazy river pool: we spent almost all our time at the lazy river pool by the spa. It was very mellow and calm which is exactly what we wanted for our trip. -Nightly entertainment: so much fun and the talent for each show was fantastic! The bad: - the restaurants aren't open really for lunch so you have to be very picky about your dinner choices. - this is a big deal for me but the menus the allergy markings ARE NOT ACCURATE. This is huge for me. There would be times I would order an item that was marked gluten-free only for the server to tell me after that it was not actually gluten-free. One of the places said they had gluten free pizza and then it turns out they didn't. It was a shame because we picked this place because we were told their menus were clearly marked. Just not accurate. - our room had a problem with the toilet. I've attached a video. Two of the nights we were there we were woken up in the early hours. It took them two trips to realize they needed to replace the toilet. I will say on the other side of this coin the management was wonderful and was quick to accommodate us once they realized the problem. The phone was also broken at one point. - two of the days the lazy river was partially closed which was a bummer. - the steakhouse and several of the other restaurants were unremarkable. The operating house were odd and so you have to really check the days and plan out your meals to hit everywhere. The floors are VERY slippery if they get wet. Have by the balcony door open causes water to coat the floor which no one told us would happen and my handicap mother slipped and fell on her knees. She had a huge bruise and it swelled up badly. The hotel does have a doctor available so we were able to get her checked but still be warned. Many people told us that they fell around the hotel as well. All in all the trip was nice but the highlights and lowlights balanced it out to a 2.3-3 star experience. When I'm paying five star pricing I expect a five star experience. read more

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Amazing experience. Came over thanksgiving break and the service was incredible. You're greeted with a glass of champagne and quick tour of the resort before being let free! There's multiple high-end restaurants, lots of bars inside and outside the pools, coffee shops, buffets, shops... it really has it all! We loved the mini bar in our room with wine, sodas, candies, etc. room service was great and timely everyday. And our favorite part was the amazing thanksgiving buffet and show they held at the resort. Only a few things I think could be improved: 1) more things to do. There was volleyball, bingo, shows, etc, but most of the day had no events planned or happening. 2) make taxis more affordable, or the process more clear. There are political issues around Ubers which we were not aware of, but were told we had no other choice but paying $60 for a 10 minute taxi drive one way... Overall very nice place and would recommend to anyone looking for a beautiful get away read more

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I am writing this review in tears, sitting in our room with only one day left of our stay at Excellence Riviera Cancun. My wife Naomi and I came here to celebrate our anniversary, and we truly had every intention of extending our trip because we wanted to enjoy it longer. Unfortunately, our experience has been so upsetting that we are now counting down the time until we leave. What should have been a beautiful and memorable celebration has turned into a deeply disappointing experience. The way we were treated--especially by higher-level staff--felt dismissive and disrespectful, which is heartbreaking considering the importance of this trip for us. I do want to recognize that the staff at the bars, restaurants, and poolside have been amazing. They were kind, attentive, and did their best to make guests feel welcome. However, the lack of professionalism and care from management completely overshadowed those positive interactions. On top of everything, the cleanliness of our room did not meet the standard we expected from a resort like this, adding even more frustration during what was supposed to be a special occasion. It's truly upsetting because we came here to celebrate our anniversary, to relax, and to create lasting memories--but instead, we are leaving hurt and disappointed. We had hoped to extend our stay, but given how we've been treated, that is no longer something we even feel comfortable doing. I sincerely hope management takes this seriously and makes changes, because no couple celebrating something special should leave feeling the way we do right now. read more

Health Standards They need to have the pool water tested because I caught a skin rash / Fungus from this place read more

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This is a wonderful resort! Their service is generally very good and their activities crew is very fun! I do wish that it was a bit easier to get into restaurants. They do not do reservations so, you have to show up 20-30 mins early to ensure you eat in a timely manner. We found the later you went to dinner, the longer it would take to get through and the service dropped off a bit. My favorite restaurant is Spice which has excellent Japanese / Asian food! There are a few things that this resort could improve on but, overall a great place to spend a vacation read more

Excellence Riviera Cancún - Club sandwich and fruit plate - Hotels Near Me - Puerto Morelos, ROO

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This was our second stay at an Excellence Resort, our first being the one in Jamaica, and while we had a good time, I don't think we'd choose to come back to this particular location SIMPLY because of the poor customer service. Let me break it down... CHECK IN/CHECK OUT Arranging the complimentary car service is a must! You can find it on the website or even in your confirmation email. The cars are always private, clean and well air-conditioned. *bring cash to tip the driver Greeted with chilled champagne and a warm (supposed to be chilled) washcloth upon arrival. Our bags were tagged & taken for us while we checked in. Check in should've been a clue to the lack luster customer service. There were 4 people behind the desk but only one was helping the line of customers waiting to check in & out. It was unclear what the other 3 were doing. Our room was ready when we arrived (4pm) & the bellman who showed us and two other couples to our rooms was the KINDEST, most CHEERFUL person we'd meet the entire week. ROOM We had a King Suite w/garden view & it delivered. Room was very clean, well stocked, nice robes & slippers, plenty of towels & space. The shower offered privacy rather than being in the middle of the room or a glass door to the entire room as it is in other Excellence Resorts. FOOD/DRINKS The food and restaurants are almost identical to the other Excellence Resorts, which means you know what to expect. There were more meat options in Mexico, which was nice and more restaurant choices than in Jamaica, which was nice. They had a drink menu, which was wonderful & the house Chardonnay was actually good. A MAJOR note - while they offer milk alternatives in the cafe, this is NOT a dairy free friendly resort. The app claims to notify you when an item on a menu is dairy free - IT IS WRONG! I was told the only thing that did not have dairy at the Basmati Indian restaurant was the chicken noodle soup - they even bake their naan bread with a yogurt in the dough. + The Kitchen - the most wonderful breakfast buffet & their lunch was pretty tasty. + Oregano - SUPER tasty & the dough/bread is fresh. I loved the Proscuitto Salad, it was so fresh & tasty and we both really enjoyed our pizzas; Tre Formaggi & Prosciutto and Salciccia (no cheese). + Agave - hosted the Mexican Fiesta/Buffet the night we arrived & it was epic! The food was spectacular, the flavors, spices, fresh meat - it was incredible! + Basmati - I would NOT recommend from a dairy-free stand point, but while I ate my boring cup of chicken noodle soup, my husband enjoyed his Chicken Samosas, Chicken Tikka Masala, fresh Cheddar Cheese Naan bread & his Fried Ice Cream (see images for these dishes) + Spice - we made reservations for the Korean BBQ experience & it didn't disappoint. We had a private table & the food was so tasty. We had more meat than we could eat! + The bars offered drink menus, & the Caipirinha was our go-to. +Aroma the coffee/dessert bar was quick and the almond milk is so smooth, not like in the US. The desserts changed each morning & evening - we had some super delicious treats. *Bring your own straw for drinks! And you can bring your own Yeti, etc traveler mug to keep water and drinks cold. STAFF The service was pretty bad. With the exception of William who was our Korean BBQ waiter, every other person we interacted with had a scowl or no expression at all. They were short in responses, curt even & overall every single waiter, bartender and hostess seemed pissed off to be there. We figured it was just a busy day, but every single one of our five days we were met with what appeared to be resentment for being in the service industry. Over the weekend the pool bartenders wouldn't give anyone not waiving cash at them the time of day. This is all inclusive, we tip those that go above & beyond, but they acted as though we were expected to tip them for even looking our way. The gentlemen manning the pool-side pizza oven acted like we were idiots just placing a pizza order. The hostess at the Kitchen were already ticked off with every person coming through the door and it was only 8am! My gosh when we requested a table by the window they acted like we had insulted them. The ladies at Aroma, were hit or miss. There was one woman who was so patient and kind, I wish I had gotten her name, but others were irritated or refused to make eye contact. BEACH This was shockingly a no-go! The beach was covered in seaweed and it stunk so bad! VIBES The resort felt safe and clean, both are at the top of our lists. This location is a bit more lively than the Jamaica Excellence, but not a party scene - which we liked. ENTERTAINMENT This location had so much going on, every night the entertainment was stellar! VALUE We booked a black Friday deal and it was great! Cheaper than staying in Dallas and going to a resort for 4 nights. We would absolutely book with Excellence again, but I think we're good not returning to this location again. read more

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Overall I enjoyed my stay at this resort. Plenty of activities but it's for the more a mature crowd. The service was the best part. All the staff members are super friendly and always accommodating. I noticed a big difference from when I arrived on a Monday, it wasn't very crowded and I never had to wait long for for or drinks. On Thursday a slew of people began arriving. Most placed to eat were packed and I started seeing lines at the bars. Each day they had a schedule of activities around the resort. I did the morning bike ride, bracelet making, and piña loca cocktail demonstration. I didn't venture off the resort for much since everything was inclusive and it had everything I needed. Each evening they had live music and a show. I stayed up to watch a few shows and was entertained. It's the same performers but different themes each night. While I was there I tried Spice, Agave, Oregano, the Grill, and The Lobster House restaurants. The Grill and Lobster House were my favorites. It was probably because I went earlier in the week before all the restaurants got crowded. Thursday and Friday service was slow at the other places. Spice had to be my least favorite food did not taste fresh and authentic. I hear that the hibachi show was good, but it was all booked up for the entire week that I known I would have made reservations earlier when I first arrived. The resort itself was beautiful and well-maintained. Staff members were constantly cleaning and doing improvements around the property for my entire stay. But it was never too noisy. I can't wait to come back. If you are young and want a vibrant night life this isn't for you. Most of the amenities around the resort close at 10 or 11 PM. The sports bar is the only thing that stays open late and that closes at midnight. read more

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Return visit! Exceptional service on every level, beautiful resort, great food/beverages, and fun entertainment! read more

Excellence Riviera Cancún - Hotels Near Me - Puerto Morelos, ROO

Can I move in? I have been to the Excellence a few times now and each time it just keeps getting better. Booking was incredibly easy and transportation is now included to and from the airport. They have ten restaurants, multiple bars that are open throughout the day, and activities throughout the day that are 100% optional. All of this easily tracked in the app. The rooms are incredibly spacious and each have their own balcony. Your room comes with a fully stocked mini fridge and bar. Housekeeping comes by a few times a day at your discretion. I opted for a massage at the spa - extra - but 100000% worth it. A 75 minute treatment comes with a hydro experience. The staff are incredibly friendly and professional. I can't wait to go back! read more

Very nice resort, this is our second time. Check in process was straightforward and simple. We did have a small snafu when checking in that made us question the top dollar we paid. The food is generally good but the steaks at The Grill are a little tough. The Indian food at Basmati is great as is the food at Oregano and The Lobster House. read more

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Loved the shows and the rooms are very comfortable as well and the drinks were flowing. The food not so good very bland flavored and the Mexican food was the worst. The Grill and The Kitchen are good. Club Level was not worth it and not flexible with large parties. Probably will not come back to this resort beach was all seaweed and smelled. read more

Excellence Riviera Cancún - Beach no one is in the water because of the seaweed - Hotels Near Me - Puerto Morelos, ROO

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We stayed at Excellence Riviera Cancun in August 2023. Let me break down my review per topic. Food: The food was hit or miss. Basmati was absolutely the best restaurant. The food there was so flavorful. The poolside food and room service were not that great. I do wish there were more lunch options. The restaurant on the beach was not good food. We ended up getting pizza at the bar for lunch the rest of the days and taking it over to where we were sitting near the pool. Room: We had a jr suite in building 7 (Excellence Club Building) and it was super nice! We had a big balcony that overlooked the main pool. The air was always on and felt cool. The housekeeping was perfect; new towels, sheets turned down for bed, cute little towel animals and chocolates always waiting for us at the end of the day. Warning to watch out for the coffee table! It's wood with a glass top and the corners are sharp. I hit my thigh on it and it left a nasty cut and bruise. Airport transportation: This service was perfect. Our flight was 2 hours delayed and we panicked thinking we would have to get our own transportation but the driver was still there waiting for us. The car was a clean suburban with a nice driver. We felt safe and appreciated the professionalism of the driver. Excellence Club: We paid a little extra for the excellence club and I would do it again. We liked having the opportunity to try Magna restaurant. It felt special when we checked in at the excellence club area. It felt very VIP. The only thing was that anyone can go to the excellence club pools. There are no gates and no one checks to see if you are actually an excellence club member. Also it came with the hydrotherapy session at the spa and that was a fun, interesting experience. While there we added on a body scrub and scalp massage and it was a great experience. Special Occasions: We booked this trip to celebrate our ten year wedding anniversary. I told them that when booking and they said we could get the complimentary anniversary package. During the hotel check in, they gave us a card to use at any restaurant to bypass the wait, a special dessert and bottle of wine. When we presented the card the night of our anniversary at Chez Isabel we still waited over 45 minutes and it was a regular dinner experience like the other nights. We were a bit disappointed because the night before we saw another couple use the card and the outstanding service they got; the chef even came out to present them with a special dessert and wish them happy anniversary. My husband told the manager about our experience and he made it right. He sent a beautiful dessert up to our room. Entertainment: There is more then enough stuff to do throughout the day! I had planned for so many activities but time got away from us. The daytime activities are fun and the nighttime entertainment is awesome! After the night entertainment wraps up, we spend a couple hours at the sports bar to play pool and dance to the dj. Overall this place is amazing. You will enjoy your stay! The staff is fabulous; every single employee was so kind, nice and provided exceptional service. You do not need to know Spanish, however it will be beneficial and easier if you do. Side note, fellas if you forget to pack pants you can get a pair of loaners for free at concierge that way you can abide the dress code for the fancier restaurants. The iguanas running all over the place was really cool to see. There is a pathway that goes around the entire area of the resort; I highly suggest walking that. We really enjoyed walking that path and looking at everything. It's so tropical, romantic and beautiful. read more

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As soon as I rolled into the resort from the car service, I was warmly welcomed. 4 glasses of champagne were waiting for my friends and I. The front desk check-in experience went super smoothly. Although, the rooms weren't ready on an account we got there earlier. We went to grab food at the lobster house. Service was prompt. And as soon as we finished up we were able to settle into our rooms. Variety of food was a plus, prompt service and especially the bartenders who were super friendly. I already want to plan another trip back! read more

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All service was awesome !!! From Ricardo the bellhop who ensured my luggage was securely seen to my room. Angelo and Erick (Trainee) for providing the best entertainment/ experience service!! Also to Pedro at the concierge desk who ensured our overall experience was THE BEST!!!! read more

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I've stayed at three other Excellence properties and have always had wonderful experiences, which made my recent stay at Excellence Riviera Cancun last month all the more shocking. This was, without exaggeration, the worst resort experience I've ever had. Food Quality and Temperature Issues The dining situation was consistently problematic across multiple venues. At the buffet, which operated on a made-to-order system (a concept I appreciate in theory), the execution was severely lacking. Proteins would arrive hot, but sides and sauces were inexplicably cold. The wait times were extraordinarily long, defeating the purpose of the buffet concept entirely. Basmati restaurant had similar issues--the naan bread was served cold. At Flavor Market, the food was not only cold but poorly prepared, with rice so hard it was inedible. The overall quality was simply unacceptable for a resort of this caliber. Drinks Most cocktails and drinks were subpar, which was disappointing given the all-inclusive nature of the property. Service Deficiencies The service speed was painfully slow throughout the resort. As a solo traveler, I noticed a clear pattern: couples received prompt, attentive service while I was frequently overlooked. I waited 26 minutes at one point just for someone to take my drink order poolside. This happened repeatedly at the bar, restaurants, pool area, and beach--being passed over or forgotten became the norm rather than the exception. Spa Experience The spa was particularly disappointing. My milk mousse bath, advertised as 25 minutes, lasted approximately 9 minutes. For the premium price point, this felt like a blatant misrepresentation of services. Arrival Issues The trip started poorly with miscommunication regarding my airport pickup, setting an unfortunate tone for the entire stay. The Bright Spots I must give credit where it's due: the staff at the Excellence Club, particularly Matilde and Itamar, were exceptional and clearly trying their best despite systemic issues. Their efforts were genuinely appreciated but by the time I was finally able to get a seat in the Excellence area, I was already counting down the hours until departure. I quite literally would've gone home early if a nonstop flight was available. Management Response I spoke with Jessica, the guest experience manager, during my stay. While she listened to my concerns, the conversation happened the day before my departure, making any resolution impossible. She promised to follow up via email but never did--unfortunately, this lack of follow-through felt consistent with the overall experience. Final Thoughts I'm someone who has traveled solo extensively and can typically find joy in any situation. I actively chose to make the best of this trip despite the numerous setbacks, but the fact that I was ready to leave early from a vacation speaks volumes. I have never felt that way before. Excellence Riviera Cancun falls dramatically short of the standards set by other properties in the Excellence portfolio. I absolutely will not return and cannot recommend this resort, especially to solo travelers who may find themselves treated as second-tier guests. Would I recommend this resort? No, absolutely not. read more

I visited all Excellence resorts except the one in Jamaica and always had an amazing experience until last month when I went to the one at the Riviera Maya. We checked out two days into our 6-day (already paid) stay. They refused to transfer my friend and I to another property or refund the money. When they see we were leaving the resort regardless, they kept us hostage until we released more money we didn't owe to them, they had around $2,000 already. Police is corrupted and backs them up, you have no rights there specially if you are a female. There is an underground mafia between taxi drivers and hotels, Ubers are their "enemies" and there are accounts of violence, kidnappings, and robberies. I wouldn't return to Cancun, if you do, research well and take everything with a grain of salt. Once you are at their property, you are at their mercy and if you let them take your money, you are "ok". To this day I am still waiting to hear from customer service about what we were put through. Keep away, don't pay ahead, have a safety plan just in case. read more

Amazing experience! First time in Cancun and can't say enough about the service, the rooms and the atmosphere. read more

Excellence Riviera Cancún - Swing time! - Hotels Near Me - Puerto Morelos, ROO

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8-Day trip as a solo traveler. I had an amazing time from the second I got there until the second I left. I felt safe, cared for, valued and respected. 2 days of treatments at the spa were top notch. Amazing service by Eduardo, Juan, Leslie, Carmen, Denise, and Alberto. Some people say the treatments are expensive but I found that they were comparable to any nice, luxurious and exclusive day spa I have ever been to. It was worth every penny. Tons of pools and activities. I did not have to worry about finding seating. Moises at the Excellence Club pool was absolutely outstanding. He is legend around here and I can see why. Most days were spent at the beach, meditating and relaxing. I have never been taken care of better than I was by Ivan and Jorge. They were outstanding gentlemen and treated me very well and ensured I had a great week. Hibachi dinner was excellent. Rosy and Gerardo were so much fun. Food was fantastic. Erika at Aroma was a pleasure to see each night as I got a warm drink and tea to settle down for the evening. Overall, an absolutely great experience. I will definitely be booking another trip for next year. read more

Don't trust the reviews on Google for this hotel. I think they are paying people to write good reviews. Had to leave after day 1 because it was so terrible. The seaweed stench around hotel is all day and horrible. The hotel is so outdated and lobby has no elevator. There are areas of water with fountains when you walk in where the water is so dark you can't see the bottoms. The stench in that area is worse. They take 20 mins to 1 hour to seat you at any restaurant. We cannot make reservations. The kitchen table at 3:30pm told us they can't take our order for 30 mins because they only have 1 waiter. The waiter told my mom she can't have a bottled water. The water they serve smells. The food is terrible - tasteless and absolutely no quality. Basmati's food was not good. We asked for it to be spicy and no spice was added. Just tasted really salty. We had to wait over an hour to eat there too. The entertainment is all outdoors and it was really hot there with no breeze. Difficult without AC. The next morning at breakfast we asked for 2 tables as we had 6 people and they only gave us 1 table of 4 and didn't set up the other table. At the end we just took silverware from another table. This happened at lunch day before as well. The AC doesn't work well at the Kitchen table where the buffets are. The juice is super diluted. The churros are hard as rocks. They do NOT label their food - you have no idea what you're serving yourself. Dangerous for those with allergies and hard for those who are vegetarian. Servers do not come ask you despite being there for 30 mins if you want something to drink - u have to chase them down and they are sweating like hell (obviously understaffed). Coffee and omelette was the only good thing I can say. The lobby bar has only 1 bartender who was nice but took him 20 mins to give us drinks. He had no help. I feel sorry for the staff. Room is super outdated. They put shower gel to wash hands with. There are 20 lizards outside your room ready to run in if you open the door. There are bat droppings (confirmed by housekeeping) on the balcony sofa. This is one of the worst hotels of my life. I was scared we would get either food poisoned or bitten by a bat or raccoon. There was a Mexican raccoon running around on the walk way to our room - he was cute but bats and raccoons have rabies and I'm certainly not vaccinated. We left to Le Blanc Cancun and could actually take a deep breath. It is maintained beautifully and there is no smell (I guess being up north helps not to mention they don't have dirty fountains of water). If you want to waste your money and stay at a smelly and outdated hotel, suspect and low quality food and beverages, not easily accessible lobby, terrible service which is also due to understaffing, ACs not working, please stay here. read more

WARNING: Dishonest Business Practices - We Lost $783 We've stayed at Excellence Resorts four times and loved it. Great, hardworking staff and great food. However, our January 2025 trip was a nightmare. Despite booking an Excellence Club Oceanfront Room A YEAR in advance, we were told upon arrival that it was unavailable. Our only option? A downgrade to a basic spa-view room--after they had already charged my credit card. To make matters worse, with me sitting right there, they insisted on speaking to my husband about the change, even though I had handled all of the planning for this trip and my name was on the credit card. They promised IN WRITING a $1,073 refund, had us sign the paperwork confirming it, and assured us the refund would be processed in a few weeks. Five days later, when we were checking out 30 minutes before departing, they reversed course, claiming they made a mistake and $1,073 became $290. What about that signed agreement? "Meaningless," they said. They would not honor it and, what timing, the manager would not be able to arrive before we had to go to catch our flight. Their "solution"? A $673 credit for a future stay--which does not cover one night at the rates for our next trip. And with the $290, is still $110 short of the signed agreement. Why would we return to a resort that scammed us? Our credit card company sided with them, stating that because we stayed, they could charge whatever they wanted. Excellence Resorts has lost a lifetime of our business over $783 in dishonest profits. We advise that you instead stay somewhere with integrity. read more

This is the second time that my husband and I have stayed here, and I would recommend it for an effortless and frictionless stay. First the good: (1) the personnel bent over backwards to accommodate us, and everywhere you looked, they were working hard; (2) the physical layout of the hotel is very pretty, with pools and a lazy river all around; (3) the beach is very pretty (water is a little cloudy ), and we did not have much if any seaweed when we went (New Years to first week in January); (4) two incidences where we had a problem --with our TV and safe-- were rectified immediately; (5) gym is small but clean and new, instructor gave a great pilates class; (6) alcohol seems plentiful and available (I don't drink but my husband does, and he got a drink any time he wanted one, although better alcohol had an additional cost); (7) there were actually some good musicians entertaining at night, and a few of the nights had some decent entertainment (circus, Mexican folk dancing,Legends show); (8) there were no issues with our hotel transfers each way; (9) for the most part, especially after New Years, we were able to easily get beach chairs and lounges; and (10) the hotel and rooms are kept very clean, and even provide for turn down service (something I haven't seen in years). For the flaws: (1) the place is a little dated and showing its age, it could use a bit of a refresh; (2) the food is highly mediocre. It seems like they like to serve very complicated dishes, when they should stick to simple dishes but make them better. I stuck to the fish after awhile, and that seemed to be the way to go. Spice and Flavor Market were the two best dinners we had, and we stuck to the buffet for lunch at Kitchen Table (the view from Lobster Shack of the beach in the morning was great though for breakfast); (3) service is uneven and can be very, very slow in some restaurants; (4) other than the ADA pool, the pools are not heated, and many people did not seem to be going into the water or the ocean (I being intrepid did both, but the water was pretty cold); (5) the alcoholic drinks were pretty watered down at most of the bars other than the swim up bar and Martini bar, so tip those bar tenders and you'll be okay; and perhaps the biggest flaw--(6) the emails we received before we went were misleading as to whether we were actually reserving the room that we specified. The process is a bit of a bait and switch, but we ended up with a fine swim up room anyway. We did go snorkeling to the reef which was interesting but can't compare to some other places where we've snorkeled. All in all, we had a very nice, stress free time. read more

Excellence Riviera Cancún - Hotels Near Me - Puerto Morelos, ROO

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Came here for my friends birthday and had the best time! Has a nice mix of lively spots and quiet peaceful areas. All staff were incredible, attentive, and kind! Big shout out to Santos in the pool bar- he makes the best drinks! Will absolutely be returning next vacation :) read more

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This was my husband and I's 6th (11/1-11/7) trip to ERC for our anniversary and his birthday. We brought along another couple it was their first visit. The resort is kept extremely clean and employees work around the clock to keep it this way. We did have one issue with the room at arrival, it was extremely musty and smelt very strongly of mold in building 6 our favorite building. We were moved to another room, which was fine. Leylan is the MVP at this resort. I always look forward to seeing her! What a pleasure. She doesn't miss a beat and was so accommodating to us. Checking in with us almost every day to ensure our stay was excellent. I do think that some of the rooms need some updating , but nonetheless the housekeeping was on top of it and did an incredible job. Food was excellent. We never had a bad meal. #1 probably being Chez, followed by the Grill, and Agave. Oregano was very good as well, we sat up too which was nice. Benjamin was a lovely server! Hope to see him next visit. Room service left a little to be desired, but I know that can be a difficult thing when the resort is very full. Antonio took amazing care of us by the pool most of the days look for him!! Edson also was fantastic serving us by the pool the other days. Jorge is our long time buddy there, whether at the Martini Bar or prelude he always looks out for us and provides top notch service. And makes delicious cocktails. I did feel that the people that seemed to complain received "rewards" of some capacity, which I understand the resort wanting to accommodate, but I also think the people who come year after year should get some special treatment as well. All in all our favorite resort and it feels like Home read more

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I had the time of my life! My group and I were greeted with fresh cool towels and champagne. We arrived a tad bit early and were able to get squared away at the front desk. They texted us once our room was ready. While we waited we headed to Las Olas. The drinks were refreshing. I didn't care for the tacos but the service was great. I headed to oregano to get food. The mahi-mahi was so amazing that I ended up going back again another time during the trip. After lunch, we were taken to our room. We were in building 6, so it was a very far walk. The room was beautiful. Very clean and the mini bar was masterfully stocked. There were 4 full sized bottles of alcohol provided. A rum, vodka, Tequila, and wine. After check in we headed to the bar and pool. The main bar in the downstairs lobby has the greatest bartender. I believe his name was Juan. He made every drink of mine to perfection. The poolside bar was not fully stocked so I got most drinks fun this bar. We headed to dinner at the Lobster house. We were seated immediately. We all ordered Lobster. Unfortunately, it was severely overcooked and chewy. We did not enjoy it and did not return to this restaurant again. Next day, we had room service for breakfast. It was awesome. I had an egg white omelet with veggies. Everything was perfect and it only took 30 minutes to arrive. The food truck is perfect for a midday meal when you don't want to get dressed for a sit down meal. The tacos and chicken sandwiches will have you keep coming back. There are shows every day and night. The coconut show was my favorite and you left with a pretty amazing coconut drink. We watched the Michael Jackson show at night and it was entertaining. The silent disco party was my favorite. The Djs were epic. The pool with the bar is the best hang out spot to party. When the dj comes, it's a great time. I wish the dj stayed longer. Highlights from of the restaurants: The kitchen table was serving the food from spice at night. The sushi and hibachi were delicious. Chez Isabelle was hands down everyone's favorite. Be sure to adhere to the dress code as they are strict. I had the salmon and frecg onion soup. The only regret I had was not eating there everyday. Service was excellent all around, food was good for the most part, drinks are top shelf and great. Entertainment was nice. The vibe was amazing. We will definitely come back again and again and again!! read more

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Regarding Unsatisfactory Experience During Recent Stay Dear Excellence Riviera Cancun Management Team, I am writing to follow up on my recent stay at your resort and to express my deep disappointment with the experience. I chose Excellence Riviera with the expectation of a relaxing and seamless vacation, but unfortunately, a number of issues throughout my stay significantly impacted my comfort and overall enjoyment. From the moment of check-in, the service did not meet the standard your resort is known for. Maria at the front desk was not helpful during the check-in process, and her attitude was not welcoming as well as the woman at the concierge, which set an unexpectedly negative tone for the trip. Despite informing the staff multiple times that our room required a dehumidifier due to excessive humidity affecting our clothing, sleeping and well being, no one ever provided one. Additionally, the bathtub in our room was unclean upon arrival. We reported this to Jose, and the GM, yet the issue was never addressed. We also encountered unnecessary inconvenience at breakfast. As the menu is typically accessed through the app, we asked to borrow one of the iPads at the desk since we had left our phones in the room. The staff refused and insisted we return to our room to retrieve our phones. As older guests, making an additional trip back upstairs was both exhausting and discouraging. Housekeeping was also problematic. We were not provided clean bathroom towels; instead, our used towels were repeatedly re-hung rather than replaced with fresh ones. When the main elevator was out of service, we were not informed that there was a second elevator available. We unnecessarily climbed stairs multiple times before discovering the other elevator on our own. We passed an elderly couple being helped up the stairs by their family, we told them about the elevator, as no one else did. We won the bingo game, chocolate covered strawberries. None came the next day. We inquired as we were leaving the next day and were told by concierge they were on the way to the room now. Never came. Additionally, when we asked for a physical site map because we were unable to read the app clearly, we were told none were available. We met the young man in charge of sports, particularly the BB gun shoot. He emphasized every day during the week 9 am. Everyday 9 am. We get up early, get our beach chairs have breakfast and make our way down. Sorry, 10 am today. The issues continued outside the room as well. Although we signed up for a shopping trip, the staff later said they could not find our names on the list. We experienced similar confusion with the cabanas: even after we cancelled our reservation and did not show up, we were accused of not paying and nearly charged incorrectly. As the pool guys on the excellence side said we did rent it out. WE DID NOT. they only decided to believe us when I showed him the email stating we would not be renting them a week before we arrived. The specialty restaurants were very good, the buffet was less than mediocre. We met multiple people who have said the resort was going down hill. The oversights and miscommunications created a stressful and disappointing experience, far from the level of service we expected when booking with Excellence. Our stay 11/27/25-12/03/25 1. Welcome fruit 2. View sports bar 3. Dirty tub.*****UPDATE Our room smelled so bad of a wet musty smell, I have washed , with no exaggeration, our clothes 4 times. With Lysol, then vinegar,then baking soda and vinegar and soaked them in the tub with baking soda and vinegar, the smell WILL NOT COME read more

My wife and I spent 5 nights here at the beginning of August and wished we could've stayed longer! I'll preface this review by saying I wish I could've left 4.5 stars, but I'm rounding it up to 5 because the positives severely outweigh the negatives. First off, the resort is BEAUTIFUL. Meticulously kept by the staff, every guest area felt clean and welcoming (minus the tons of seaweed on the beach but not much you can do about that)... the staff members were all INCREDIBLY friendly, and we had fun interacting with all of them. They seriously treat you like royalty here. The resort itself has a decent amount of things to do (aside from the like 6 pools and numerous bars). Daily activities that are scheduled, as well as things you can do at your own pace (kayaks, snorkeling, etc). And yes, the bars are open around the clock! The food was very good. Some things were better than others, but nothing really stood out as "bad" so have at it! Some highlights were for sure the French, Mexican and Italian restaurants, and definitely the breakfast buffet. Remember, it's all inclusive so feel free to try everything! The ONE negative is we experienced VERY slow service at some of the restaurants (looking at you, Tapas). Long waits for our waiter, the food, and in one case completely messing up our order... It only seemed to happen at the sit-down restaurants though. This was my first ever all-inclusive vacation, and it DEFINITELY won't be my last! In fact, I'm sure I'll be back here at some point too. read more

Excellence Riviera Cancún - Paella from the Tapas place (forgot the name) - Hotels Near Me - Puerto Morelos, ROO

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I try to give resorts the benefit of the doubt, but there were so many misses on the front end and at the spa. We were celebrating our anniversary. I even messaged the resort the previous day and confirmed the anniversary features that I had booked with the room. This was a surprise for our 3rd anniversary and the resort totally botched it. On top of that, our suitcases were not delivered to our room for 3 hours. The spa started great. The front asked if we preferred a male or female. My wife preferred a female due to her pregnancy. The masseuse was a male and was good. Bad service not listening to the answers provided to the spa's own questions. The cherry on top was asking if they accepted tap to pay. They said yes twice, but when I went to pay they didn't accept it. I had to walk across the whole resort and back to grab my card and the guy asked what took so long. This isn't our first excellence resort and I'd recommend to stay away. Bad bad experience. read more

The views and food were fantastic! Each restaurant was amazing in its own right and a special shout out to the 45 oz tomahawk steaks that were a part of the all inclusive experience read more

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