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“Honeymoon in paradise ❤❤❤������”

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Excellence Riviera Cancun
Ranked #2 of 25 Hotels in Puerto Morelos
Certificate of Excellence
tyne and wear
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Honeymoon in paradise ❤❤❤������”
Reviewed June 12, 2013

Me and my husband has just returned from our honeymoon here,what more can I say!!!!!loved it!we are gutted to be home!from the moment we stepped off our transfer bus we knew we were going to have an amazing time!!
We were handed wet hand towels to cool down and a glass of champagne :)great start!
We had to wait for our room for a little while but we popped down to the martini bar for a drink!!our fav bar!the bell boy soon found us and we were shown to our room!wow!lovely rooms!massive queen sized bed and double sinks!pure luxury we thought!
We stayed in block 4 which was facing the spa it was nice and quiet,if u want more entertainment go around the other pools where the swim up bar is!we enjoyed just floating around the lazy river on our floats!heaven!
We tried all the restaurants apart from the lobster and the itailans!our fav was the French And the Indian!mmmm yum!we had our special honeymoon meal in the French and the table was set lovely for us with rose petals scattered on top!very romantic!
We enjoyed going in the martini bar every night before going for a meal,our favourite bar tender was little erik!his espresso martini was to die for!
I could go on and on writing loads more but think everyone else has said it in their reviews!
The only downside was that it rained heavy for 4 days while we were there and our flight back to Manchester was delayed 24hrs so meant we got an extra day so can't complain really!
All in all we had an amazing honeymoon and would love to return one day!!!xxxx
Linz and kev Armstrong xx

  • Stayed May 2013
    • Value
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    • Service
5 Thank linz1100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Mount Pearl, Canada
Level 4 Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed June 11, 2013

This was our first time to Mexico and after all of the researching I did on ERC, we were not disappointed. We arrived early, got a beeper because room was not ready, and went for lunch and a few drinks. By 3 pm we went back to reception and our room was ready, although our beeper did not go off. Got the room I requested in Building 7. We thought about upgrading to the Excellence Club for our last few days but we decided it really wasn’t worth the extra cost and trouble of packing up and moving as the room we had was perfectly fine. I am going to give one word of advice though. The mini fridge does not keep your drinks cold. We requested it to be fixed but it was not any different after they said it was fixed. We left the door of the cupboard wide open one day so that the heat from the back of the fridge could escape. It’s in a small, confined space in the cupboard. This fixed the problem and then our drinks were cold. Unfortunately, we didn’t discover this until our last day.

Housekeeping did a great job in keeping the room clean. Not sure what time they used to come but room was cleaned by 5 when we got back. Turndown service was a nice touch, but some evenings they came quite early, before we were ready to go out. We fixed this by putting the do not disturb card in the door and then changing it to housekeeping service when we went out.

We ate at all of the restaurants and had excellent food at each one. My favorite was Chez Isabelle and then the Grill. We were given a beeper a few times but the wait was less than an hour each time. We just found a bar and had a drink. We ordered room service several times for breakfast and once for dinner. Arrived within 45 minutes and was quite tasty. Jorge makes the best pizzas and crepes, he’s a really nice guy to have a chat with. Entertainment was great. Karla knew how to get the guests to have a great time. Sophia is a very special young lady and is loved by many guests. If you get a chance, sit and have a chat with her. Jonathan took excellent care of me on the beach, delivering my Mango Something quite often, as well as food when requested.

Yes, guests do reserve chairs even though they are not supposed to. And if you have a particular spot that you want on the beach or around the pool, you do have to be out early to get it. We’re early risers so that was no problem for us. What I don’t like is when people reserve chairs and then don’t show up for hours. I am a beach person so I was on my chair almost all day. A few times we were later showing up but always managed to find a chair somewhere. A few times late in the afternoon, we found a pool float and travelled the lazy river. It was a very peaceful and tranquil area.

The beach does have some sea grass but the tractor is constantly getting rid of it. We walked into Puerto Morelos one morning. Found the vendors to be too aggressive though. Vendors that walked the beach were excellent.

We meet some great people from New York, Connecticut and England who I’m sure we will remain friends with.

I would definitely recommend the Excellence Riviera Cancun for a high class, relaxing vacation.

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2 Thank Nickster
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chester, United Kingdom
Level 3 Contributor
14 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed June 11, 2013

Throughout my stay and since, I've tried to reconcile my experience with other views expressed here. For sure I think there are two types of holiday being experienced - those with American accents and those without. Irrespective of whether you tip or not, there would appear to be an interpretation that if your a Brit you won't and if your American you will. Therefore the service level received by Brits is second rate.
My personal experiences are as follows:

Quality of food - with the exception of the Lobster House, the food was of a good standard, and expceptional in the case of the French
Accommodation - rooms are spacious and well equipped, although the 'swim up' rooms seem a complete waste of money.
Room Service - prompt and friendly.
All Inclusive - one of the best I've experienced.

Service in the restraints - particularly trying to order drinks or obtaining refills.
Pool service - often the waitress would take an order and then 'disappear. On other days thre would be no service.
Cafe - never heard of a cafe not being able to supply a coffee 5.00 pm.

Sun loungers - I've never experienced this level of shortage for a so called 5 star hotel. We were getting up at 7:00 am to get loungers. We left till 8:00 one day and could not get one! When I raised this with managers they blamed the clients for reserving and not using - not valid. The truth is that a lot of people buy 'swim up' rooms which come with outside area with loungers and there are included in hotel capacity. However a high percentage of these are in the shade for the majority of the day and therefore not used.
Lobster House - like an early review, I too had food piosoning after a seafood lunch. A day in bed followed.

In summary I don't doubt the sincerity of other contributors, but the high ratings given are certainly not consistently achieved!

Stayed March 2013, traveled as a couple
8 Thank ChesterMike
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 6 Contributor
14 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed June 11, 2013

This was our second visit to Excellence Riviera Cancun and our third visit to an Excellence property, having also stayed at the Playa Mujeres location.

Overall, it was another great stay at ERC.

The grounds are much more lush now than our last visit and they are meticulously maintained. The staff, as always, is very hard working and mostly aiming to please you. And I didn’t notice that anyone was expecting to be tipped. We do tip, but not everyone for everything. The service was excellent regardless of us tipping or not.

We arrived at the resort around 12:40 p.m., not expecting our room to be ready yet. We checked in (were acknowledged as repeat customers) and they stored our luggage while we headed off for lunch. Our room was ready around 2:30 p.m. They were able to honor my request for a top-floor room, but we did not get the building I asked for. It was still a beautiful view of the spa and I have no complaints.

In the room we had a welcome back note, a bottle of champagne, a rose, and a bowl of fruit waiting for us. There were no repeat-customer gifts, which I think they were doing for a while and there were no towel animals during our stay.

My biggest complaint, if I have any at all, is that the rooms do need to be updated as do some common areas of the resort. While well-maintained and very clean, some areas are looking a little tattered. If I paid even more for Excellence Club or for a roof-top terrace, this would really bother me. I hope they have plans to refurbish the rooms and the other areas that need some freshening. This is the reason I gave 4 stars instead of 5.

On to more of the good stuff.

I was pleasantly amazed that housekeeping came while we were at breakfast every single day, which worked perfectly for us to be able to come back and get ready for the pool/beach. The mini-bar was stocked every afternoon and we left a note (in Spanish) letting him know specifically what we wanted in there (i.e. no Fanta, but extra Diet Coke). Turndown service happened every single night while we were at dinner—again, perfect. We asked for a mattress topper and it was promptly delivered and installed. The a/c worked well, the shower was hot, the Jacuzzi tub was clean, as was the water that filled it.

On several nights, all restaurants were open or dinner, which surprised me. I liked that they were trying to deal with the capacity level and did not notice that there was slow service or they are cutting back on staff. Wait times were no more than 30 minutes during our stay and we spent that time at the Martini bar trying out all the different cocktails they offer.

We had lunch at the Grill or Lobster House every day and the menu does get a little tired after a few days. But I loved siting by the ocean, so we chose this over the indoor buffet. There are options for getting food by the beach, but we prefer being seated in a restaurant.

The breakfast buffet at Barcelona is excellent. Be sure to visit Luis for a made-to-order omelet. He was terrific and went out of his way to find cilantro and to bring tortillas out to our table when he didn’t have quick access to them.

Our favorite dinners were at Toscana (try the osso bucco), Basmati, Agave, and The Grill. I was a little disappointed that The Grill will no longer (or at least would not for me, even though they were not crowded) bring you a lobster tail from the Lobster House next door. Not a big deal, but they have done this in the past. The outdoor pizza place, Oregano, should pretty much be closed and turned into something else. It’s really a waste of space with terrible pizzas. I’d love to see an outdoor taco bar, like the one at Secrets Capri. The Mexican buffet night is quite extensive and beautifully set up. The made-to-order tacos were fabulous and seemed more authentic than other tacos we had during our stay.

I won a hydro-therapy spa treatment for hitting a bullseye (not sure how that happened) during archery one afternoon. I could either get the free water circuit or get $35 off a massage. I just went with the freebie and it was excellent. She also did a quick shoulder and scalp massage, which I don’t remember being a part of this treatment in the past. Very enjoyable.

I enjoyed the nightly entertainment. This isn’t Vegas, so I’m not expecting Vegas-caliber shows and no one should expect that. But these folks work hard and deserve some credit for putting on nice shows.

I know there are lots of complaints about the beach, but it really is very nice and totally swimmable. You can get in the water and it’s wide and nice for walking. Maroma it isn’t, but it’s fine for me.

The pools here are still amazing. We are not party people, so did not hang at the swim-up bar or the activities pool and I can’t comment on the towel game being played there. At the quieter pools around the resort, we were always able to get chairs under a palapa, towels, and pool floats.

On a side note, we used Canada Transfers for the first time and they were on time and affordable. We will use them again. And we will be back to Excellence Riviera Cancun in the future.

  • Stayed June 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4 Thank CV724
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Newcastle upon Tyne, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed June 11, 2013

We chose the ERC at the recommendation of our son and his partner, who went there to get engaged. We had also actively browsed through the many reviews previous guests had written about the hotel, the significant majority of which, are in the excellent category. Having had the hotel personally recommended and taken into account the rating many guests had given, we went with high expectations. So were we disappointed - certainly not!!.

Although the initial reception didn't quite go as we expected, this was indeed the only blip on the entire holiday. However, Mariana from guest services more than made up for it when we left, by giving us champagne and personally ensuring she was there to see us off. Many things make for a good holiday, including the weather but despite a tropical storm, which lasted several days bringing lots of rain etc., we had a truly fantastic and relaxing time. As it was our anniversary, we chose to upgrade to the Excellence Club level and despite many previous guests expressing an opinion that it was either worth it or not, we certainly felt it was, especially when the bad weather came, where we used it regularly as an alternative area to rest, drink and eat. Staff throughout the hotel were exceptionally friendly and always offered a smile, whether it be gardners, maintenance staff, bar and waitressing staff or indeed management.

Although we spent most of our time around the Excellence Club pool area with the ocean frontage and private beach area, we did at times opt to go to the main pool beside the Sol and Blue Bars. Staff who served us in the Excellence Club pool area were very friendly and our special thanks go to Moises, Rosalba and Betsy, who served us with a smile at all times. Thanks also go to Sergio from the Club Pool Concierge who spoke to us whenever he had an opportunity. Although we visited the hotel last week in May and first week in June, there were always sunbeds availalble; albeit not necessarily immediately around the pool unless you had a swim-up room, but plenty did exist all day on the beach within the Club area. Waitressing staff regularly asked if you would like a drink so there were no issues there.

Our room (7261) was, with the exception of one day, always cleaned before mid-day so we had no problems there. Bar service for the room was excellent with good quality vodka, gin, tequila and rum provided. I also asked for and was given a good quality bottle of brandy so despite some previous reviews stating that they could not exchange bottles, you actually can, albeit it may have to be a similarly branded drink. We used room service three times, twice in evening and once in morning and can say that at all times, food was delivered to the room within the specificed 45 minutes it takes from ordering. Food menu for the room service was in my opinion very good, with beef tenderloin in red wine sauce and garlic shrimps some of the choices.

Keeping with food, the choice of menu's available from the array of restaurants was very diverse but I have to say, so was quality at times. Our favourite restaturant was Chez Isabelle (French), which we visited three times, including our last night. We also visited all others with the exception of the Italian. On this note, many previous guests have stated in their reviews that the lobster is always over-cooked in the Lobster House. However,I can say that when my wife and I had ours (pan fried and grilled respectively), they were not but I did reiterate to the waiter we did not want them over-cooked!!

My wife and I used the spa, both for the free hydrospa session, as well as for the Mayan Gold exfoliating session (in total, it was three hours). Although the menu price for this was expensive, we did get a 30 per cent reduction in the price. As for the Excellence Club Lounge, again many guests do not appear to have used it, or if they did, failed to mention so. We found it to be very good and comfortable and it offered internet facilities if needed. It also offered an assortment of top branded drinks, which were supported by various snack items, both hot and cold. During the bad weather, it also provided us with somewhere else to go other than our room and the theatre area.

Finally, I would like to mention the management. We met the General and Deputy General Managers during our time at the hotel, but a special mention goes to Mariana from guest services. We met with her several times during our second week and on each occasion it was a pleasure as she was very pleasant and approachable. She also ensured things were followed up if you had any issues, which is important. On our last night, she made arrangements in our restaurant of choice to ensure we did not have to wait for a table at the time we chose, as well as getting the waitressing staff and chefs to decorate the table and prepare a meal of our choice, all of which made our last meal special. She also ensured she was there to say goodbye on our departure.

All in all, a wonderful hotel, with a delightful staffing establishment, good food and drinks, all of which made for a memorable experience. We will definitely be going back in the future.

Room Tip: Consider upgrade to Excellence Club if you want ocean frontage, jacuzzi on balcony and in room, bett...
See more room tips
  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1 Thank John R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed June 10, 2013 via mobile

Great hotel, beach, food, service, etc. Was there with my family -we were a group of 9 and we all agree that this was one of the best resorts we've visited. Would highly recommend and would definitely come back.

Stayed June 2013, traveled with family
2 Thank Yous T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed June 10, 2013

My boyfriend and I visited the Riviera Cancun May 22 - 29, 2013. We had a really great time but probably won't be going back.

Pros: the property is beautiful, clean, the staff is friendly, the entertainment was literally amazing, the rooms were nice and the yoga/yoga instructor was very pleasant.

Cons: the food, the service is slow, the room service was painfully slow, dress code for buffet style breakfast...really?

My boyfriend and I are from New York City and came for a week of rest and relaxation. We did yoga on the beach every other day and have to say that Paola our yoga instructor was a bright spot of our day and contributed nicely to our relaxation. The nightly entertainment was spectacular and we were pretty surprised by it. It rained a couple days and the hotel did a nice job at coming up with activities to keep the guests entertained which was great.

In New York CIty we are spoiled by some of the best food in the world and at the Riviera Cancun - almost nothing is fresh. Even the vegetables are previously frozen and they boil them until there are literally no nutrients left over. Out of a 10, I'd rate the food a generous 5. The hibachi was nice and it seemed the shrimp during that dinner were fresh but that was about it. The lobster served at the Lobster House during dinner is so small we had to order two dinners each and even then, there was very little meat that could actually be eaten.

Calling room service was very frustrating because they have spanish speaking operators answer the phone. When i ordered, I had to repeat myself at least five times and was still delivered the wrong order after waiting almost an hour longer than the estimated delivery time. Once the hotel took two days to pick up our dishes and didn't come until we told them we were seeing bugs in the room. Awesome.

We also asked for an early check in and late check out. They actually checked us in late - after standard check in time and didn't give us a late check out until we complained and asked to speak to a manager about the late check in when we arrived.

The set up of the hotel is geared towards couples. Tables of two is mostly the set up for all venues. So if you are going to meet other couples or people, unless you go in a group, the hotel doesn't do a good job at facilitating that.

The last thing I'll say is that the staff, and surprisingly some of the vacationers, seemed somewhat racist. We are a bi-racial couple and were snubbed by quite a few people. Isn't it common courtesy to say Good Morning, Hi - how are you, etc? We often would say hello to passers-by to only be stared at. We did have a few bartenders (hi Jonathan!) who were really great so don't get me wrong - not everyone is like that...but the ones who were really stood out.

Overall, the trip was nice but I wouldn't recommend it to people looking for an 'amazing vacation.'

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1 Thank Carly P
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
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 Spa Hotel in Puerto Morelos
#2 On the Beach Hotel in Puerto Morelos
#2 Top resorts Hotel in Puerto Morelos
#2 Luxury 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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