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“Liked it, didn't love it” 4 of 5 stars
Review of Excellence Riviera Cancun

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Excellence Riviera Cancun
4.5 of 5 Resort (All-Inclusive)   |   Carretera Federal 307 Chetumal-Puerto Juarez KM 324 -342 | Manzana 7, Lote 1, S.M. 11, Puerto Morelos 77580, Mexico   |  
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Ranked #4 of 23 hotels in Puerto Morelos
Chicago, Illinois
1 review
4 helpful votes 4 helpful votes
“Liked it, didn't love it”
4 of 5 stars Reviewed May 5, 2010

I read countless reviews on tripadvisor, before deciding on ERC. We've never done an all-inclusive before and were seeking relaxation and great food. We definitely relaxed, but the food wasn't all that I had hoped for.
The resort - beautiful - landscaping, layout, cleanliness, etc. the whole place was really beautiful.
The spa - we didn't use the spa but it looked amazing - floated around it almost daily in the lazy river - really relaxing.
The rooms - ours stunk! all the reviews that mention a musty smell are underestimating if their room smelled anything like ours. We stayed in Bldg 6 with a great ocean view on the third floor. Our smell was definitely sewer related and not just musty. We complained once at the front desk and they said they would send somebody. We said it was so bad that we were considering upgrading for the balance of the stay to the EC. They were very attentive suddenly and were more than happy to show us a room in the EC while they claimed to be checking on the problem in our room. We got back to our room later in the day to find that the smell was still very bad. We had to call again to complain and they sent someone to spray all the drains. Needless to say it was incredibly disappointing not to have received immediate attention. Obviously there are consistent complaints about odors in the rooms. They need more than just an incense stick - should supply scented candles. Housekeeping failed to replenish our incense and matches - twice. The elevators in our building were broken more often than not.
The food - the french restaurant is very good -ate there twice. The italian restaurant was also very good (Toscana). Ate lunch at the grill - not good. Also had lunch at The Lobster which was okay. Breakfast buffet had lots of options but I was not overwhelmed like some of the other reviewers. We ordered eggs benedict in our room and it was absolutely not close to a hollandaise sauce - I couldn't eat it at all. I may be a tough food critic. We tipped at every meal and when ordering drinks. I realize tips are included, but where we come from, we tip and the staff was really very accommodating.
The pools - always a pool/space to suite your mood each day. Some days we wanted more action and were at the main pool. Other days we found quiet spots. It seemed we ended up at the lazy river each and every day.
Entertainment - we saw the Michael Jackson show and it was really good. Hotel went to a lot of effort for a Caribbean night and Mexican buffet - all the tables and props were great - but we didn't eat at either of those events. There was always great live entertainment in the afternoons and evenings. There were a few singers in particular that were really unbelievable.
Many have written that this is the best all inclusive they've ever been to - since this our first I can't compare. We might not be the all-inclusive type.
Good - not great. I would recommend - but with a few caveats.

  • Stayed April 2010, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (1,804)
Date | Rating
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English first
Houston, Texas
1 review
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed May 4, 2010

This was our second visit to the area and first time at ERC. Our trip was for 6 days - too short but still satisfying. The ERC made it a really nice vacation.
Here are the things we thought were complimentary:

1 - Staff service was impecable - they're always looking for ways to impress and meet every need you have. Everyone greeted us with a smile and an "hola" no matter what time of day we ran into them.
2 - Food was excellent! You never go hungry here and there's always something that satisfies your appetite. Each restaurant (and there were lots to choose from) had a variety of healthy and indulgent food items. Our favorites were Agave, lobster House, and The Grill. Breakfast had more variety than you could ever imagine! Kudos on food!
3 - Drinks were plentiful and "top shelf." Drinks of the day were fun to try. The room came stocked with a minifrig that was filled with bottled coca-cola, corona, orange juice, sprite, and water. There were many bars throughout the complex always willing to make the most interesting of concoctions. There were service staff walking the pool areas taking orders both for lunch and drinks. We noticed that many were tipping bartenders, but there is no rule that this is required.
4 - Hotel grounds were very nice and added to the enjoyment and relaxation atmosphere. The staff never stopped servicing the grounds. It rained most of the days we were there (boooooo!) but we observed staff using squeegies to remove standing water on the walkways (attention to detail).
5 - The room was to our liking. We stayed in Spa 3 and never once had any issues with the room (no moldy smells). Air conditioning worked like a charm and the shower has spectactular - it was so large, you could have fit a bus-load of folks in there! The turn-down service always is a nice touch.

Here are some things that were NOT to our liking and need improvement:
1 - Eventhough our room did not have a moldy smell to it, we did experience several spots on the hotel grounds that DID have the smell. We smelled a sewer smell around Spa 1 and 2 quite often as we were making our way to the pools on most days and nights. We got over it though. But, we smelled strong sewer scents around the main pool by The Grill on our first day. Frankly, we had to move to another pool area because we couldn't stomach the intense aroma. After the first day, we never returned to the main pool. I honestly thought the staff maintenance crew was trying to identify the location and do something about it.
2 - The room tub was really nice but here's a warning on the water used to fill it - IT'S BROWN. it did not smell but If you like brown water, you'll love your tub.
3 - Be aware - - - this resort allows topless nudity on the beach. We were quite amazed how many women (50s & 60s) we saw basking in the sun without reservation. The hotel policy is that it is allowed on the beach only, but not at the pool or on the grounds of the resort. There are is no policy, postings, or advisories that you are made aware of so keep in mind that the hotel condones this activity.
4 - Shows were pretty good. We especially enjoyed the circus show. The only problem i had was the thong costumes all over the place. As a woman, I just didn't appreciate that...but I realize that this probably isn't a turn off to most people. It really doesn't detract from the hotel...all resorts in this area would have similar showus. If you like mostly naked 20 year olds, you'll be real happy.
5 - The bed was very HARD.

On the excursions, you must try the zip-line and snorkel trip with Selvatica! We enjoyed this tremendously. Huge kudos to Selvatica!

  • Stayed April 2010, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lancashire
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 4, 2010

Nothing negative to say about excellence riviera. Staff very friendly, nothing too much trouble. Food fantastic. Would have gone again last year but was cancelled because of swine flu. Will definitely return. Been to other all inclusives and their is no comparison.

  • Stayed June 2008, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston, Massachusetts
1 review
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed May 3, 2010

Outside areas are superb,especially pools Food and service are the best ever. Also had the most beautiful spa I have ever been too. Overall its a great hotel.However,bed was miserably uncomfortable. the worse issue was that the room smelled like a damp basement. I had to go to the store and buy candles& light them to improve the odor in the room.

  • Stayed April 2010, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Clifton Park, New York
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 3 cities Reviews in 3 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed May 3, 2010

We were here April 23 through April 30, 2010. From the moment we were greeted at the door and taken to the Ecellence Club to check in, to the moment were taken to the airport
to return we could not have been happier. We booked a private transfer through Cancum Transfers and they were on time and very professional.

Our room was in the Excellence Club section in building seven, room 7351, it was beautiful. Flowers, fresh fruit and champagne upon arrival--perfect! The room was a corner unit on the top floor and the views were incredible. Housekeeping was done twice daily at the time we requested, room service was quick and efficient (thanks to Fermin!), there was nothing more that we needed or could want!

We traveled with my husband's sister and her husband, who make each of our trips together more fun every year, they put up with us!

We were also re-newing our wedding vows while here, and with the the help of Ramon the wedding coordinator, all went perfectly smooth, even down to the rain showers that were happening ten minutes before the ceremony and at the stroke of 5 pm on April 26, the sun shone brightly! Well done Ramon!

We had a beautiful ceremony on the pier at the beach, the minister Guadalupe Hernandez was wonderful, she made the ceremony very personal and made us feel that we were the only two people in the world! Our photographer, Alex was an absolute gem,
a very wonderful find. Both were crying during the ceremony! Our pictures were more than we could have hoped for! Thank you for capturing our memories! We had a wonderful dinner at Chez Isabelle that evening and the food was incredible!

The waitstaff at both the pool bar and the pool towel area, Moises, Giselle, Elizabeth, we felt that we were at our own home (only with better service!) and that we were the only people that you were taking care of. With all of the hard work and the attention to detail, we commend all of you from the bottom of our hearts. The day we left they all came up to us and hugged us goodbye, right down to coming into the Excellence Club while we were checking out, just to say good bye!

We dined at the Lobster House and the Grill and had the opportunity to have the great "Leonardo" serve us! The food was great, the service--perfect.

We also ate at Toscana and had Benjamin and Benjamin Jr attend to us, again, wonderful service and great food--no complaints! We ate breakfast at Barcelona most mornings and the minute you walked in you were greeted by name, food was great and service as well.

We met some great people while we were there as well, Barb, (who loves orange juice form the pool bar in the morning), Jinger who traveled with her from San Diego, David and Christie from Texas who had to leave early! and John and Amy! All of you only added to our great memories! We all met nightly at the martinin bar and had the wonderful Humberto and Luis make us some awesome cocktails, I also found a very nice Mai Merlot Rose that I fell in love with! Both of them are an asset to this resort!

We had the opportunity to have all of our firend join us at the Spice Restaurnat and we did the Tepanyaki table experience, the food was out of this world and the serve was fine!
We then adjourned to the theatre for the Michael Jackson show and flaming Mayan coffees, what a night, the show was spectacular, wonderful addition to our experience.

In the main courtyard each evening there was live music to listen to, a show after to watch, nothing to be bored about!

I also had the opportunity (thanks to my wonderful husband) to enjoy the spa! I did the entire water circuit and had the Mayan Gold Ritual done--boy am I spoiled or what!!!!!
My poor husband had to play Texas Holdem while he waited for me :>)

We have no complaints at all, we recommend this resort, we plan to re-book for next April as soon as the rates are out. We love Mexico, we appreciate the work ethic in Mexico, it cannot be beat! Thank you for everything!

Lynn & Jerry

  • Stayed April 2010, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
White Plains, NY
1 review
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed May 3, 2010

My boyfriend and I stayed at the Excellence Riviera Cancun from October 17-24, 2009. My brother and his girlfriend also traveled with us. The first 2 days were a little rainy, which was disappointing, but the rest of the time was gorgeous. I am a beach lover and was a little disappointed with the beach at this property. It was small and the water was very rocky and seaweedy (if thats a word haha). Obviously that is not the property's fault, but I have been to Cancun 4 times prior and never had this problem. Some poeple say ever since the Hurricane a few years back, the beaches aren't the same. With that being said, we seriously enjoyed the pool every day, so no complaints there. We loved the swim-up bar and I can't do without one when I travel. The staff was so accomodating and super friendly, we made friends with everyone at the pool, including friendly guests.

What I loved about this property is that it is an adult's only resort. So for our group, who do not have children yet, it is nice and relazing not having to hear other people's kids scream, yell, or splash! We played volleyball every day in the pool and had serious competitions with other guests..so much fun. Just writing this is making me want to go back! This was our frist time staying at an all-inclusive resort and we absolutely loved it. We didn't have to worry about bringing alot of money anywhere on the resort premises (except spa and shops). We are from NY and noticed that alot of people didn't tip, they said it was included in their all-inclusive price. We didn't listen to that and tipped everyone all the time. These people work so hard and deserve the few dollars we give, so I highly recommend tipping. After dinner, people would get up and leave nothing, I thought it was distasteful b/c the percentage that is probably used for tips in your package is so miniscule. Anyways, all the restaurants were really good except one we didn't like, the italian restaurant Oregano. Everything else was great!! The frozen drinks were fun and yummy. They had great shows and fun activities, a disco (usually pretty empty). The nightlife kinda dies out and things close early, so we did a bar hopper night in Playa del Carmen which was fun.

There was 24 hr room service which was awesome!!!! But our room had a slight mildewy odor to it, they kept coming and spraying the room and cleaning the vent, but it didnt work so we used incense alot. The did offer to move us, but then we wouldve been far from my brother's room and the smell wasn't that bad compared to the inconvenience it would have posed. The rooms were really nice and spacious and CLEAN!!

I don't know if I left anything out, but over all we had a great time and the only reason I wouldn't go back is because I like to try new islands and have been to Mexico 5 times!!!! However there are other Excellence properties which we are thinking of staying at! Enjoy your stay!

  • Stayed October 2009, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rochester, New York
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed May 3, 2010

We were originally booked for Secrets Silversands until 5 days before our trip. We changed from Secrets Silversands because of the rocky beach. We were so happy that we switched to ERC! From the time we arrived until we left, everything was truly 5-star!

Check-in: Check-in was quick. Cool towels and champagne helped. Our room wasn't ready since we arrived at 12:30 pm. However, we were in our room by 2 pm.

Food: Really some of the best food I have ever had. Our favorite was Spice. However, Agave (Mexican) and Chez Isabelle (French) were good too. Did try the Italian or Mediterranean. The Lobster House is great for lunch, but dinner was not great. We regretted going to that restaurant. They had a Caribbean buffet on Caribbean night. We hesitantly decided to eat at the buffet. We were so happy we did! It was great. Breakfast at Barcelona was buffet style. Everything and anything you can think of! Everything was so fresh!

Pools: There are quiet pools and not-so-quiet pools, depending on your liking. The main pool has the swim-up bar, which is always entertaining. The Lazy River was great! We reserved pool lounge chairs but many days, we really didn't need to.

Beach: Very nice and clean. Seaweed picked up a few times a day. Lots of beds and lounge chairs. Lots of palupas.

Service: ALL staff was very nice and helpful. Always smiling. Looked like they really enjoyed their job. The concierge was less than helpful when trying to book something not at the resort.

Internet access: There is abusiness center w/ about 6 computers. Usually they are available. Hours are essentially all day. However, free internet int he rooms. They provide cables for you.

I am so happy we went to ERC! Can't wait to go back next year. We may try Excellence Playa Mujeres.

  • Stayed April 2010, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Excellence Riviera Cancun

Address: Carretera Federal 307 Chetumal-Puerto Juarez KM 324 -342 | Manzana 7, Lote 1, S.M. 11, Puerto Morelos 77580, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Puerto Morelos
#4 Luxury Hotel in Puerto Morelos
#4 Spa Hotel in Puerto Morelos
#4 Top resorts Hotel in Puerto Morelos
#4 On the Beach Hotel in Puerto Morelos
#9 Business Hotel in Puerto Morelos
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Excellence Riviera Cancun 4.5*
Official Description (provided by the hotel):
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. ... more   less 
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Also Known As:
Excellence Riviera Maya
Excellence Riviera Cancun Hotel
Excellence Riviera Cancun Puerto Morelos
Excellence Cancun
Secrets Excellence Riviera Cancun
Cancun Excellence Riviera
Excellence Resort Cancun
Excellence Riviera Cancun Riviera Maya, Mexico - Puerto Morelos

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