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“Anniversary Trip (10 years)”

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Excellence Riviera Cancun
Ranked #2 of 25 Hotels in Puerto Morelos
Certificate of Excellence
Waukee
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Anniversary Trip (10 years)”
Reviewed November 26, 2013

Relaxing vacation in a beautiful resort! Arrived in pouring rain, but arrived and was taken care of by a very polite staff. We upgraded to "CLUB" level and would recommend it for the simple things. They maintain their beach very nice. In 90 degree weather it is hard to keep drinks COLD. But they were ALWAYS available. The pools are not heated, so when it has rained (rainy season) the pools were a little chillier than I would have liked. Rooms were clean, but had a funny smell when they were shut up (to keep the air conditioning running) ~ later I did find (small amount) black mold in our curtains, which I am allergic to. Adult ONLY ~ I expected a little bit more lively atmosphere, and there were a lot of people there to relax. (book read by the pool.) If you go with a group, I think it is easier to make your own "Fun." My husband and I made new friends ~ with several wonderful people from all over the USA and Canada. They do a very nice job to help you celebrate a anniversary & birthday! * During "Rainy season" be prepared to drive in on a road that is under water!

Room Tip: we had a ""CLUB" level ~ swim-up "oceanview" room. I would pick this room...
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  • Stayed November 2013, traveled as a couple
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Helpful?
3 Thank Andrea T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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English first
Belfast, N.Ireland
Level Contributor
19 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed November 26, 2013 via mobile

My husband and I spent 1 week in Erc which was recommended to us by friends who have been 4 times now. We weren't disappointed. We booked through Caribbean warehouse and upgraded to a swim out suite. From we arrived and were greeted with a cool towel and glass of champagne to our check out we found the staff to be friendly, smiling and always made time to stop and chat.

Our room was in building 5 by the spa which was perfect for us as it was quiet. However it was a good 5 minute walk to the reception area/restaurants and main pool so if you feel that you would like to be closer to the action I would suggest requesting a room away from the spa area. The room itself was large, clean and mini bar well stocked. We always had fresh towels and bedding and plenty of bottled water. The swim out room was lovely as we had our own loungers and could walk across the grass straight into the lazy river.

We ate in the Barcelona restaurant each morning for breakfast as we enjoyed choosing from the buffet. Large variety of freshly prepared food to suit everyone. Even tried some of the Mexican local breakfast (can't remember the name but it was nachos in sauce)-delicious! For lunch we ate on the beach for the speciality paella/BBQ/Mexican lunch or had a pizza by the pool. Also tried the buffet at Barcelona-again delicious but we were usually pretty full from breakfast to eat a large lunch. For dinner we ate in the grill, Isabel's, agave and oregano. The French restaurant and the Mexican were our favourites followed by the grill. We had pizza in the oregano and found it to be just ok-tasted like a pre made base. Pizzas by the pool at lunch were nicer. Staff in all restaurants were efficient and always smiling. Unfortunately I can't remember all the names but Enrique in the Barcelona always made time to help with my attempts at speaking Spanish!

The pool area was clean and tidy and we found there to be plenty of loungers and beds available. Bit of a shortage on floaties as others have mentioned but this was due to people keeping them under their loungers!! Why??! Didn't bother us but saw some people getting annoyed. Plenty of entertainment by the pool/beach but you are under no pressure to partake. We did yoga, Pilates etc. and enjoyed watching some of the other activities. We took Spanish lessons with Sophie and Jorge! Both were so patient and made learning fun! We also took a bike ride into Puerto Morelos with Sophie which I really recommend. She pointed out sights along the way and gave us time to wander round the shops in the town before heading back. Very enjoyable afternoon. We also did shooting with Jorge which was fun (although awful sewage smell in that area) the beach had seaweed which staff removed each day. We have been to nicer beaches in the Caribbean but don't let a bit of seaweed put you off. We tended to stay by the pool more as there was always something going on.

In summary I would strongly suggest staying at this hotel if your are visiting this area. The staff made the holiday for us!!

Stayed September 2013, traveled as a couple
Helpful?
1 Thank Suz92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Taunton, Massachusetts
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed November 25, 2013

The road to the excellence is a disaster!! Pothole ally!! Just that alone we would never return! The bars are amazing but I don't go to a 5 star just for drinks! The food did not impress us at all! We stayed at the club side and our room was nice but nothing special for the cost! Every time I showered I could smell the sewer form the drain ..
The service was amazing by everyone at the club and the rest of the resort!!
The beach had to much seaweed and the water wasn't clear like I thought it would be!!

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Mary L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Southampton, United Kingdom
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed November 25, 2013 via mobile

This was our second visit to this hotel in 2 years. We had a lovely time as we were there for a family wedding. Food and entertainment was outstanding
The major downside was the road leading to the hotel. Once off of highway 307 you just as well have been in the outback.! Pot holes the size of a small car.. water everywhere .. the threat of a rouge croc from the swamp saying an unwelcome hello.!
Seriously though, the hotel or hotels that rely on the road for business need to get it sorted ..and quickly.

Stayed November 2013
Helpful?
4 Thank Rich42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Golden, Colorado
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed November 25, 2013

My husband and I were at ERC from 11/5-12/2013. This was our third vacation with Excellence. As has been noted by many others, the road to the resort is difficult, due to the excessive amount of rain and the necessity that the area stay a nature preserve. The resort is attempting to resolve this in tandem with the other resorts but there is much red tape involved.

Upon arrival we were met by a smiling bellman, Luis. We were given a cool cloth and chilled glass of champagne and Luis escorted us to the Excellence Club for check-in, where Ana was not able to give us the room we had requested. Instead, we got a better situated rooftop terrace room. Luis remembered us and greeted us every time we saw him the rest of our stay. The room is very spacious, has three jacuzzi baths, a spacious shower, deck overlooking the pool, Bulgari bath products, a refrigerator and top shelf liquor. The cleaning staff were always polite, did a wonderful job and were on time.

We had rain virtually every day we were there, which was not the fault of the resort. They made it so pleasant and welcomed us so warmly we hardly noticed the rain. The resort is simply beautiful and well cared for. I believe a resort is only as good as its staff and ERC has the best I have ever encountered. Foremost is Marianna Montes, head of public relations. She remembered us from past trips, was always visible on the property, and greeted us by name asking how our room was and how our vacation was going. Moises, the Cielo bartender who has been there 8 years, greeted us by name each morning. It was always pleasant hearing his giggle even before we arrived at the bar. Jonathan and Melissa at the bar were always welcoming also. Kepleer and Sergio, the beach concierges, helped us find a palapa and make ourselves comfortable each day. Israel, Fernanda and Jose Luis, the entertainment staff were great fun. We enjoyed cooking lessons, bingo and Texas hold'em as well as the fantastic restaurants. Jorge at the Martini bar was our go-to guy. We will return without hesitation.

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank LucyLynn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Louis, Missouri
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed November 25, 2013

We had such a great experience not only working with Kelly at Travel Haus, but also with everyone and everything we got to partake in during our Honeymoon. The flight was a quick 2 1/2 hours and with the DirectTv in flight, it flew by. The resort was absoultely outstanding and the staff went above and beyond to make sure we had everything we needed. The weather was glorious and with so many restaurants and bars to pick from we were never bored (our favorite was Cafe Kafe!) We can't say enough good things about Excellence and we can't WAIT to go back.

Room Tip: The swim out rooms are by FAR the best value. You have your own pool chairs and the waiters come aro...
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Emily A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bristol, United Kingdom
Level Contributor
78 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed November 24, 2013

About 40 minutes from the airport to the hotel. The road leading up to the hotel has potholes as big and deep as small lakes. Drivers have to zig zag in and out to avoid these obstacles - quite an experience!

At the hotel gates, we were given a nice cold towel to refresh which was very welcoming. Once through the main entrance doors we were greeted by Mariana Montes, Guest Relations, and given a cold glass of champagne. Very quick check in by efficient reception staff. We were taken to our room with by the bell hop.

We were in block 2 on 1st floor (2103). Very nice view of the lazy river and spa building. Coat hangers a bit sparse, no problem just ask for more.

The rooms are very spacious and clean and were kept so throughout our stay. The shower was a little disappointing - the water temperature was very inconsistent, going from hot to cold then hot – enough to scald you if you were not careful.

Toiletries provided are of a good quality. The mini bar was well stocked and an ice machine on the landing. There was a room safe which was free of charge. The beds were firm which suited us. May need to ask for more pillows.

Buffet breakfast can be taken at the Barcelona or waiter service at the Lobster House. At Barcelona, the waiters serve tea/coffee and juice, then you help yourself from the large variety on the buffet. Most of the hot food under the warmers doesn’t keep hot - probably best to get freshly cooked omelettes or eggs. They have a good selection of cereals and fresh fruit. We enjoyed the freshly made porridge. You can enjoy a glass of champagne or bucks fizz. Breakfast at the Lobster House is more relaxing, but again the food is warm so were not that impressed.

There are a variety of restaurants open for lunch or there is the Las Olas - the daily beach buffet. We had a great paella on the beach. You get shown how it’s cooked before eating it. There was also another occasion when they had oriental/Chinese food. The tempura fish was delicious. We did try the Grill and Lobster House for lunch. The food was good quality and the temperature was better than we had experienced elsewhere.

The evening meals proved to be a challenge. After 2 days of eating cold food, I went to see Mariana Montes and explained the problem. Thankfully after her intervention, things improved 100%.

Chez Isabelle (French) - we ate here twice and the food was of a good quality. Unfortunately, on our 1st visit, food was sent back and even when it returned was no better, still cold. My wife had a Crème Brule for desert which looked and tasted like a cold plate of egg custard, most disappointing. The second visit (after Mariana working her magic) was much improved – good quality food and was served HOT! The service we received was impeccable.

Spice – Oriental – We ate here twice but wish we had not bothered. Once before we spoke to Mariana and once after, and the 2nd time was worse than the 1st, the food was so cold it all had to go back and the Head Waiter for that evening thought it highly amusing which we thought was totally unprofessional needless to say we left without finishing our meal. They blamed the air conditioning for the food being cold!!!

Toscana – Italian – We only ate here the once but what a difference, we received service of the highest standard and the food was delicious. All the staff, especially the Maitre D, should be commended - they are a credit to the hotel. We wished we had time to visit again - there is always next time.

Agave – Mexican – we ate here twice the last time being our last evening meal. The 1st visit outshone the 2nd as we felt the quality of food was better and hotter, whereas the 2nd time the main course was only tepid which was disappointing. Service here was again of a very high standard.

The Lobster House – Fish and The Grill – Meat – we dined in the Lobster House once and the Grill twice and felt that the Grill was the better of the two after we had ironed out the problems with the food temperature.

Basmati – Indian – again our 2nd visit was much better after Mariana’s intervention. 1st visit was a disaster – stone cold onion bhajis, rock hard samosas and cold curries!

The house White wine from Chile “Reserve Chardonnay” was very drinkable.

The service given by the bar staff and waiting staff is second to none and really added to the enjoyment. A very big shout out to our special friend BETSY who is a STAR - kept me supplied with Tanqueray and Tonics throughout the day as well as running up and down the beach. Also a mention to PABLO and DAVID who were also very impressive with the service they gave. ALL of the staff requires a big “thank you” for their hard work. Please tip these guys they so deserve it.

One of our favourite pastimes in the daytime was Saturday afternoons when a great reggae band played at the pool. Also the music quiz that was held by the pool this was great fun.

All in all we had a great time at ERC so much so we are already looking to go to the sister hotel at Playa Mujeres next year, but will definitely return to ERC again.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Pamela Lynn S
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, November 29, 2013
Thank you very much for taking the time of sharing your experience with us.

We are pleased to know that your relaxing vacation with us was highlighted by the courteous attention of our staff, comfort room accommodation & amenities.

On the other hand we deeply regret the experience described regarding some aspects of our cuisine. Our Food & Beverage Manager and our Executive Chef have received your feedback and are working on improvements to guarantee our guest the best quality possible.

At Excellence Riviera Cancun we strive to make every stay, as close to perfection as possible and we will continue working hard in this direction. Comments like yours have always been of great assistance in fulfilling this mission.

We are looking forward to having you as our guests again and make every effort to exceed your expectations.
Report response as inappropriate
This response is the subjective opinion of the management representative 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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