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“A perfect place to relax and enjoy” 5 of 5 bubbles
Review of Excellence Riviera Cancun

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Excellence Riviera Cancun
Ranked #2 of 26 Hotels in Puerto Morelos
Certificate of Excellence
Mannheim, Germany
Level Contributor
26 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“A perfect place to relax and enjoy”
5 of 5 bubbles Reviewed September 6, 2013

This was our first trip to an Excellence Hotel and we just can say that we had a wonderful time there. The staff is very friendly and professional, we especially want to thank the chef of the restaurants Mr. Ernesto Palapa who translated all our proposals into action and who is a very creative and professional supervisor to all the kitchen and restaurant staff. We also want to thank Patricia, Aravi, Nadesha and Liliana from the reception desks at the restaurants as well as all the waiters and Claudia from the housekeeping staff.
The quality and variety of the food is remarkable - we never experienced such good restaurants in an all inclusive resort before. Especially the French and the Indian restaurant are excellent. Also the drinks at the bars, especially at Martini Bar, are of high quality.
The resort itself is very spacious and elegant, the rooms are beautifully furnished, everything is in good repair, there was nothing to complain about. Just the beach-chairs at the "normal" beach don`t match with a five stars hotel - whereas those at the beach for the Excellence Club members and those nearby the pools are fine.
Most of the guests come from the US and Canada, some from Australia and Great Britain - we got the impression that we were the only ones coming from Germany. We really enjoyed our time at Excellence Riviera Cancun and we will come back!

  • Stayed August 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Scarlett48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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11,350 reviews from our community

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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
Traveler tips help you choose the right room.   Room tips (3,522)
Date | Rating
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  • English first
  • French first
  • German first
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English first
Miamisburg, Ohio
Level Contributor
22 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed September 5, 2013

The hotel provides what they call a " Food Cabinet" which is a hatch where you can place the dirty dishes for collection. Clearly, in a hot country like Mexico, clearing up dirty dishes should be a priority before the cockroaches discovered it. We went back to our room one night before dinner and we noticed a cockroach on our clothing. We tried to figure out where this was from and then started opening up cabinets. We noticed that the food cabinet, which was not stated to us, we put our luggage in there the first day. Had dirty dishes for three days stacked all around it. Among that dishes were cockroaches and other bugs. We proceeded to jump on the bed and in the hot tub in the room and call the front desk. We were told that the room service manager would be giving me a call "immediately". We had not heard anything so then decided to run down to the lobby. In the lobby we explained the situation, after finagling with the staff we got to speak to a female “manager” that works there. Then she proceeded to come up to the room with us with a maid. All four women were standing, she saw the bugs and noticed everything. They ended up washing our clothing that was covered with bugs, they had sprayed our room with bug spray before we got back. Then that night we had to move to a room with two beds as “they did not have any rooms with 1 bed”. The next day we had to move back to a room with a single bed. After this situation, we noticed the dirty dishes had not been cleared 5 hours later from the new room, so we complained, and was told the problem would be dealt with immediately... but it wasn't. We had to make 4 more complaints before the dirty dishes (with leftover food) were finally collected 24 hours later.

The beds in the hotel were terrible, I wouldn't recommend these for comfort at all. We read the reviews and asked for a feather bed to be put on our bed for a little bit of comfort.

Other than that the staff at the hotel was very friendly, the food was okay, spa was nice, flight was nice, the beach was nice a little bit of seaweed but not bad at all. We did a swim with the dolphins excursion which was very fun!

  • Stayed May 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
4 Thank Autumnwhitford
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Excellence_Group, Community Manager at Excellence Riviera Cancun, responded to this review, September 10, 2013
Thank you for your valuable feedback on Trip Advisor regarding your recent visit to Excellence Playa Mujeres.

Thank you for adding very generous remarks of the positive sides of your vacation with us and mentioning the services that made your stay more comfortable.

We would like to apologize about the incident you had in your room, we must anticipate our guests needs well before they need to ask. Otherwise we have failed in providing the flawless experience.
However, we would like to inform that we have a complete program for pest control and fumigation throughout all the hotel areas including our guest rooms, but as you know the hotel is located in a tropical area; moreover before our guests arrive, all rooms are thoroughly inspected and fresh linens are put on beds.

We will forward your comments and suggestions to the above mentioned departments as your feedback is very important to us since it helps us improve on a daily basis.

Nevertheless we do hope that despite the inconveniences you had through all your stay with us, you can give us the opportunity to welcome you again in order to have the chance to show you the real meaning of service that you expect from us.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
kunkletown
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed September 5, 2013

After 3 previous visits to Excellence we tried another resort last year only to once again come back "home" to Excellence this year for 10 days from August 24th to September 3rd. The staff is amazing including Mariana, Manager of Guest Service and Daniela, top concierge who routinely walk around and converse with the guests. You will not find better restaurants, entertainment, accommodations and staff. Plus to top it off....a beautiful reef to snorkel conveniently located directly in front of resort! We have visited this resort at different times ranging from April to September and have found each visit to be of exceptional quality. Looking forward to our visit back again next year with friends to celebrate our Silver Wedding Anniversary!

  • Stayed August 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank dbarneyKunkletown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
northampton
Level Contributor
25 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
4 of 5 bubbles Reviewed September 5, 2013

Always wanted to go here and wasn't disappointed, the service was fantastic and the quality of food was very high, start your hol with a direct transfer as it makes the transfer so much more special, I feel we didn't miss out with not having a swim up room as its not actually swim ups as you have to walk to the entrance to the water which may be away from your garden, Excellence club, would I pay the extra....? No not at all, us in England pay enough to go here so why would we pay more money for an extra swimming pool, seats on the beach near your room and a club you can go to when you have all this as a basic customer..the spa area is quiet and peaceful and you can get great smoothies here, I have been to the beloved hotel as well and even though I say the food quality was slightly higher at the beloved hotel, the whole package was better at the Excellence, the only bit I didn't like was when we went their were a lot of big groups who were very loud, which in an evening at meal times did ruin the wonderful ambience that this hotel tried to create...do it you won't be disappointed..

  • Stayed February 2013
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank trotters100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oak Hills, California
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed September 4, 2013

My husband and I chose this resort based off of past reviews and photos. We visited Aug. 29th- Sept. 3, 2013. This was our first stay at Excellence Riviera Cancun. We were greeted with fragrant cool cloths and champagne as we arrived. The staff always seemed to enjoy what they do and were always very helpful, courteous and fun. We traveled with friends to celebrate our 15 year Wedding Anniversary and had a blast. The rooms and amenities were what caught our eye. One slight inconvenience for me is that the outlets in the room only had one area near the desk to use the hair dryer. The bathroom outlets were Euro I think. I had to bring all my hair products and accessories to the desk to do my hair. I also was hoping for a coffee house on the premises but otherwise everything was exceptional. We upgraded to the swim up room and loved our location and the beautiful hammock and sitting area. Beautiful view with jacuzzi tub on back porch area. Gorgeous all around. The staff are always cleaning, improving and keeping the resort in the most excellent condition.

  • Stayed September 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank thescentgal09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kansas
Level Contributor
53 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
5 of 5 bubbles Reviewed September 4, 2013

My husband and I stayed at this resort for 6 days. We loved this place and the people. The waiters are incredible and everyone is super friendly and helpful. We would go back for sure. The food and drinks are phenomenal. There are so many restaurants to choose from that we did not make it to all of them. Alberto Ouando at the Lobster House was so fabulous! You don't get service and such a friendly greeting everywhere! Our favorite was the Mexican one called Agave. The waiter, Mauricio Lopez Martinez was amazing! These two waiters were so pleasant and lovely, we wanted to have them every night! The grounds are super clean and very well maintained.
With everything good there is always some negatives. I would have to mention the bed. The bed and pillows were under par for this price range for sure. We paid to be part of the excellence private club with a swim up room. The excellence club gives you special features such as private check ins, stocked bar in your room, private pool and bar, private beach access with nicer chairs, etc. Our room was the swim up suite and our pool was the main pool. I felt like the public (often loud and full of life) should have not been our swim up pool. Paying for the excellence club swim up room should, to us, mean our swim up room was for those members.
There are tons of pools, 6, and they are all nice. My last all inclusive stay at another resort did have one thing I missed, beach and pool waiters all over to bring you food and drinks. Here they have them but not as plentiful. They have tons of activities everyday and our housekeeper, Cecilia, was amazing. You could leave money, electronics, anything out and feel safe. We left her a tip and she didn't even take it. We had to find her and actually give it to her.
The beach is super beautiful with white sand and amazing views. We did go to the spa which is a must at this resort! Hope this review helps. Very nice place for couples to relax and get away!

  • Stayed August 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank SDUB01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Winnipeg, Canada
Level Contributor
9 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed September 4, 2013

best all inclusive ever, great service, restaurants, ambience, easy check in, loved the beach and pools, spa, gym, close to Puerto Morelos, can walk down the beach to town, close to airport, will definitely go back

  • Stayed March 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Spanky6350
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 Luxury 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 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 
Reservation Options:
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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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