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“Overpriced and Over Rated”

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Excellence Riviera Cancun
Ranked #2 of 28 Hotels in Puerto Morelos
Certificate of Excellence
Reviewed February 20, 2013

We Just got home 2-16-13. My wife and I paid $6020 (not including Air) for 7 Nights..We paid a big upgrade to get the Ocean Front Room with a private roof terrace and to be in the "Excellence club". At that price point our expectations were pretty high. First I want to say that we went to have a good time, and overall we did... So "mission accomplished". We have been to many many resorts over the world are not complainers.. but we DO want to get what we paid for...Sadly in this case we did not. Upon arrival, we were told that our room with the terrace upgrade( $350 per day extra) would not be ready... until TOMORROW!. We were put in a nice room for our first night and would have to move the next day to the suite for witch we had paid. Normally you would expect that the management would offer some kind of a refund or some kind of compensation. But only after asking they told us that we would get a $300 credit in the SPA to make up for it. My wife scheduled 2 "treatments" and was careful to stay under the $300 credit.. but we had a credit... so no problem right? We even went back to the "concierge" to double check.. They said "no problem" the credit will be given at checkout..BUT, At check out twe were told NO Credit will be given!! Only after we complained did they agree to take half the spa treatments off the bill..So we just paid half and went home as it was not worth the hassle. I could go on and on about what was promised in the literature, menus etc. and what was NOT delivered. But again it was mostly good ... just overpriced and over promised for what we received. BTW they say No reservations are needed at the restaurants...that's because there is a 45 to 90 minute wait to get a table! We will not be coming back

Room Tip: Once we got there...the private roof top terrace was VERY cool
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  • Stayed: February 2013, traveled as a couple
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2  Thank jimthedare
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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7,615 - 7,621 of 12,839 reviews

Reviewed February 20, 2013

This must be one of the best if not the best all-inclusives we have stayed at. Everybody was so welcoming and helpful from booking our golf before we arrived to looking after our every need.
We stayed with the Excellence Club and that was a must for us for the use of the lounge and checking out etc. We loved it.

Room Tip: We had a beachfront in the Excellence Club which was really lovely. In the morning we had a drink...
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  • Stayed: January 2013, traveled as a couple
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Thank OxfordLiz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 20, 2013

You pay a whole lot to get very little and don't let yourself be scammed into the excellence club. Everything at the resort is the same. Drink are water down draft corona and ice drinks with little to no alcohol. Food it average at best and if you want to goto dinner at a restaurant be prepared to wait over an hour.

Rooms were like all other Mexican resorts. I feel they all look the same! The smell of mold in the room made me sick and is all over everything we traveled with

Front desk takes a credit card hold for incidentals but you can't settle up with it upon check out. So now you need to still pay cash or give your card again after they already held $200. What kind of operation are they running

I would recommend another place or even another destination. How much fun can you really have with mexican food, sun and beer because that's about all there is here!

  • Stayed: February 2013
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4  Thank Bpuwalski
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 20, 2013

We have recently returned from our fourth visit to this hotel (two weeks in January).
It is impossible to fault the professional, friendly, smiling staff, who treat all guests with unfailing courtesy. The food, as ever, was first class. Whoever is sourcing the produce and wines
is doing a great job - everything is top quality. We feel we have been very lucky to find
an all-inclusive resort of such a high standard, and we shall be making a return visit
again in April.

Room Tip: All rooms have views of either the sea or lazy river swimming pool, none face a car park or road...
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  • Stayed: January 2013, traveled as a couple
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1  Thank patricia190384
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 19, 2013

It was my very first time vacation with my boyfriend and everything was exceptional. We were celebrating our 2nd year anniversary at this resort. Once we arrived, they warmly welcome us with a glass of champagne, showed us the resort. The resort is absolutely beautiful and the staff are really nice. The crew looked at every little detail and made our staying very unforgettable. LOVEEEEE the bars =) The only thing negative i have to say would be about the restaurant. Couldn't make any reservation (long wait line) and always had to check the hours of the restaurant before showing up (may be close for the day). Apart than that, excellent =) just like the name says, Excellence Riviera Cancun

  • Stayed: February 2013, traveled as a couple
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1  Thank SreyLy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 19, 2013

This is a beautiful resort with plenty of entertainment and plenty of relaxation. We just needed a no-thinking vacation to forget about work for a few days. It did the trick just fine! The room, a superior junior suite, we excellant and the view was of the pool and the ocean. We were celebrating our 41st wedding anniversary, and they treated us right, complete with swan-towels, rose petals, a rose, fresh fruit and a bottle of champagne. Everything was included in our all- inclusive price except for the spa treatment, and we got that at 1/2 price.
There was plenty of good live entertainment, most of it appropriate to to the predominate over 55 age of most of the tourists at this time of the years. The stage shows were great and our choices each evening were all very danceable and enjoyable.
The food was very good in all of the restaurants, but not top-notch. The the service was good but , again, not top-notch. I guess you have to pay a top-notch price for great.......
I had a Stress Release spa treatment that did just that. The pools were not really warm, I suppose that is owing to the fact that it rained the whole week before we came. It was dry and beautiful for us, however.
All in all we got the peace and relaxation that we sorely needed, amidst beautiful surroundings.

Room Tip: Go for the ocean view,,,,
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  • Stayed: January 2013, traveled as a couple
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Thank karene16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 19, 2013

I have been to many all inclusive resorts in the past and Excellence Riviera has wonderful things to offer, including great food options, great drinks, wonderful pool and beach areas along with a super friendly staff to care for your needs. With that said, there are a few little things that would make it even better... The mattresses and bedding were hard and in need of updating, the hot tubs were not hot and some of the pools are not heated. All in, I would rate it as the best resort we have visited.

  • Stayed: February 2013, traveled as a couple
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1  Thank Th0mas09
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:
#2 Romantic Hotel in Puerto Morelos
#2 Top resorts Hotel in Puerto Morelos
#2 Luxury Hotel in Puerto Morelos
#2 Spa Hotel in Puerto Morelos
#2 On the Beach Hotel in Puerto Morelos
#5 Business Hotel in Puerto Morelos
Price Range: $357 - $750 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Excellence Riviera Cancun 5*
Number of rooms: 440
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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