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“* Nearly Excellent *”

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Excellence Riviera Cancun
Ranked #2 of 26 Hotels in Puerto Morelos
Certificate of Excellence
Ontario, Canada
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“* Nearly Excellent *”
Reviewed February 21, 2013

We had received wonderful advice from TA reviews and forums, and were really looking forward to our trip months prior. This resort truly is a first class place to stay. As most people have mentioned it is the people who work here that truly make your stay extra special.
We had a few hiccups during our trip, one big one began on our very first day. While it was the front desks error, the guest service manager Mariana , did try to make good on the error made. We travelled with another couple, and while we arrived at the same time, our room was ready shortly after lunch, and there’s was not. For some reason, the concierge brought their bags along with ours to our room. While hubby and I certainly did not mind, it was a little unusual to say the least. It did give our friends the opportunity to freshen up and obtain their bags while waiting for the room adjacent to ours. They were told they were just waiting for the room to be made up. A few hours later their beeper went off, and they were then ready to get their room key. While going into their room they were astonished to discover that someone else was occupying the same room! They did not want to enter after seeing that there were bags and personal items in the room. While returning to the front desk with my friend to mention this error made, we met a newlywed couple who after returning to their room from the pool, they could not enter as their room key would not work. You guessed it, they were the couple occupying the adjacent room! They had just checked into this room about an hour prior. I have never ever experienced anything like this before at a hotel or a resort, and for the life of me, I still cannot figure out how such an error could be made. There were six people inconvenienced by this error, and to be honest, I was a bit worried after only being here a few hours.
We all told ourselves, we can’t let this be a damper on our experience, and after reading the reviews about the truly excellent service they provide, I was hoping they would make good on this error. I am not sure what the newlywed couple received, but the four of us were given a very special meal at Chez Isabelle in the wine cellar a few nights later. Again they do try their best to please you and make your stay, “Excellent”.
The gems of this resort are certainly the people who work here, and right away I want to thank a few people who even after a few months returning to our regular routine, have their faces etched in my mind for all that they did for us. At breakfast and lunch we were greeted by Ramon. Our first visit to Agave, we had a great server by the name of Ricardo who graced us with his display of Mexican coffee – the best coffee at this resort! Another Ricardo, who is part of the entertainment crew was also an influence in getting my hubby up for beach and pool volleyball as well as a bike trip to Puerto Morelos. One of our favourite pool and beach servers was Leydi who was so pleasant and went above and beyond to do what she could for us. Whether it was drinks, food, or just her beautiful smile, she was very efficient and friendly any time of the day.
I don’t want to get into what most have posted about the rooms, the grounds, the entertainment or the restaurants. You really have to see for yourself to judge. I find a lot of these things in this price range are usually top notch, and rarely are negative. What I do want to do instead is pass along a few tips that perhaps haven’t been mentioned recently if at all.
The Room – While there is a dock for your Ipod which plays music, it will not charge your Ipod, so remember your charger. Another item to mention regarding charging anything, we noticed there are motion sensors in some areas around the room for the lighting. I haven’t seen this before, so just beware if you are charging anything by the washroom sink, the wall outlet seemed to turn off when there was no motion in the room. The safe is a good size as well, and will hold a laptop and a good size DSLR camera. Just a shame there isn’t a way to charge items inside the safe. Yes, the bed is very firm, but order a foam topper and it certainly does improve your sleep. I found the throw pillows on the couch to be firmer than those provided and used those with a pillowcase instead.
Lobby - The business centre does have a good assortment of computers. Most seemed to have Skype installed on them, but they did not have a camera, so keep that in mind. Another great little tip is the coffee machine in the business centre did provide better coffee than those in the restaurants. (other than Agave’s Mexican coffee!) The machine broke down half way through our week which was a disappointment. Another great little area to sit and have a drink is the outdoor area beside the ballroom, yes ballroom behind the front desk. We came up here one day while it was raining to watch the rain on the beach.
Bars – Many to choose from and all very unique. Our favourite was the Martini bar, and as previously mentioned, those lemon drop martinis are fantastic! I even ordered an espresso martini to take to the pool after lunch which was a treat – martinis by the pool! One little hidden gem which I want to pass along is a spot where the best margaritas were made. That is at the bar in the Agave restaurant. Samuel (Sammy) makes margaritas to die for, and there is even a menu right at the bar. Just take note of the hours of this bar. They aren’t open too late at night.
Entertainment – We didn’t catch all of the shows, as we were eating late a few nights. I liked the popcorn machine on the bar there to help yourself while watching the shows. Very good idea, which would be nice if they perhaps added to that by placing a few bowls of pretzels or chips out as well. The quality of the entertainment was very good, but the Mexican Heritage show certainly could have used a bit of narration to it.
Music – I loved the varying types of music that were presented. Whether it was a harpist or pianist at breakfast, a jazzy sax player in the Martini bar, or afternoon reggae by the pool, the music and the type of music seemed to suit the venue it was being performed. Kudos to the many musicians who perform!
As you can tell, the overall experience we had far exceeded the big hiccup (and little hiccups) we had while we were there. Would we return? Perhaps. We may try another Excellence property next time though as this was our first experience with Excellence. We would certainly recommend ERC for anyone who wants to relax, be pampered and spend some special down time with their partner.

  • Stayed August 2012, traveled with friends
    • Value
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Helpful?
4 Thank Indiesmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Birmingham
Level Contributor
41 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed February 21, 2013

Just completed a 2 week vacation here. Here is my summary

----The Good---

* The staff
* Spotlessly clean
* Breakfast & lunch in the Barcelona
* Dinner in the Italian restaurant (one of the only ones where the food was hot)
* The patisserie chefs in Barcelona! (why don't you use the same in the other restaurants where the desserts were not brilliant?)
* Musicians & general entertainment, including the live music in the restaurants
* No bookings in the restaurants

----The OK----
* The rooms are pretty spacious and kept very clean


---The bad----
* Front desk - had cross communication and denials when changing rooms
* Having to always chase to get the mini bar & coffee stuff topped up
* People reserving sun loungers-- note that due to the layout of the resort and the low winter sun there is limited space for a good sun lounger...these are "reserved" by 7am!!! The hotel has a policy of no reservations but does not police it. Really annoying.

  • Stayed January 2013, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
3 Thank neilg23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Haddon Township, New Jersey
Level Contributor
16 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed February 20, 2013

I just returned home from a four night stay at this resort. This is my 3rd adults only all- inclusive and the best by far! I am very picky about where I vacation and stay. This resort did meet up to my fussy expectations.
I could go on and on, but I will highlight a few of my favorite things about The Excellence.
Resort Grounds: Beautiful, well maintained and clean. Pool area has ample space to "hide" or be in the middle of the action. Lots of loungers for sun and shade. Yes, people do play the towel game. We spent most of our days on the beach. We had no problem getting loungers. Beach area is very beautiful, water was clear and calm during our stay. Large beach area. Drink service on beach and pool area took a little time.
Service: This is truly a "service oriented " resort. Staff was willing to please and someone was always cleaning!
Restaurants: Good, not great. Some meals better then others. Especially enjoyed ,The Lobster house and Mexican restaurant. We had room service for breakfast and enjoyed the French toast.
Afternoon crepes by the bar were a nice treat!
Drinks were good. We did frequent all the bars, and they all made a good drink and had ice cold coronas!
Rooms: Large and well appointed. The rooms were cleaned twice a day. Mini bar was well stocked each day with beer, snacks and sodas. The only problem we encountered was frequent knocking on door to replenish mini bar, clean or turn down service.
CON:
I traveled with a party of six. We encountered some difficulty getting a table for this size group. I suggest to call ahead of you are traveling with a large group to set up dinners. Even though they do not have a reservation policy, we did end up speaking to concierge about this situation and they were able to accommodate us for the rest of the stay.

Room Tip: Stayed on second level, building six and did not have any noise issues.
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank abaykowal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ellicott City, Maryland
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
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
    • Value
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    • Cleanliness
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Helpful?
2 Thank jimthedare
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oxford
Level Contributor
14 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank OxfordLiz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
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
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Bpuwalski
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paphos, Cyprus
Level Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
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
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank patricia190384
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

Property: 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 On the Beach Hotel in Puerto Morelos
#2 Spa Hotel in Puerto Morelos
#2 Top resorts Hotel in Puerto Morelos
#2 Luxury Hotel in Puerto Morelos
#2 Romantic Hotel in Puerto Morelos
#5 Business Hotel in Puerto Morelos
Price Range (Based on Average Rates): $$$$
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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