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“Not Up to Excellence Standards” 3 of 5 stars
Review of Excellence Riviera Cancun

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Excellence Riviera Cancun
Ranked #2 of 26 Hotels in Puerto Morelos
Certificate of Excellence
Atlanta, Georgia
Level Contributor
105 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 101 helpful votes
“Not Up to Excellence Standards”
3 of 5 stars Reviewed July 13, 2014 via mobile

We stayed at Excellence in June for our anniversary. We have been to Excellence Resorts 5 times and this was our 2nd trip to Excellence Riviera.

We have always loved everything about Excellence and that's why we have returned year after year. However, this year our experience was not like what we have experienced in any of our past visits.

One thing that had not changed was the beach/pool service in the club area. It was wonderful and the servers could not have been more friendly. We had poor service the one day we sat near the spa.

Cleaning and turn down service was hit or miss. Our minibar was restocked daily. Room service took a long time to answer the phone (if they answered) and there was one occasion our order never arrived.

The quality of the food in the restaurants was inconsistent. Some meals were really good and others were average at best. We both ended up with upset stomachs after the first day. (This has never happened during any of our previous trips to Mexico. My husband still isn't back to 100%). The evening shows haven't changed, but this year was our first time to be there during the White Party. This event was well attended and we enjoyed the music. Last year one of our favorite events was the Manager's Cocktail party. There was a theme to the food and drinks that were prepared and the chef explained each one and was available for questions. The managers mingled through the group and they seemed genuinely happy to be there. What we experienced at this year's event was the complete opposite.

My biggest disappointment came on our anniversary. I had emailed the resort in advance to reserve the wine cellar and I received a confirmation email.
On our way in from the beach the day of our anniversary we stopped in the club to confirm our reservation time. We were told we did not have a reservation. I showed my confirmation email and was told the wine cellar wasn't available because it was being used for a meeting. It appeared that our reservation had been removed because they needed the room for a meeting and no one bothered to contact us. We were offered the wine cellar for two nights later but nothing was offered for our anniversary evening. They told us they would compensate us for the cost of the wine cellar, but when we got there and ordered wine we found that they didn't include the cost of a bottle of wine. So exactly what was "compensated"? No one ever followed up afterwards.

Overall we feel like attention to details is not what it was in the past.

We love a lot of things about Excellence (the friendliness and dedication of the workers, the amenities, the size and locations of the resorts, the rooms, etc) however after this trip I do not think we will return to Excellence Riviera.

Stayed June 2014, traveled as a couple
Helpful?
19 Thank Atlanta-Folks
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, July 15, 2014
First of all, allow us to thank you for giving us the opportunity to welcome you back at Excellence Riviera Cancun.

We are disappointed to hear that your experience with us did not live up to your expectations and we would like to extend our sincerest apologies.

Your comments are very important to us because give us the opportunity to know better about the aspects we need to work on in order to give the best service, the kind of service our guests deserve. Please rest assured that all the info you have raised have been addressed and that appropriate corrective actions have been taken.

We truly hope to have the privilege to welcome you back in a near future and to provide you with a truly unique vacation experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Leicestershire, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 stars Reviewed July 12, 2014

Never stayed at Excellence before and had read differing reviews but we CANNOT fault ANYTHING!!! The staff go out of their way to be friendly & polite and cannot do enough for you, the food was EXCELLENT as was the room and EVERYTHING & my partner just added the entertainment was TOP-NOTCH!!! Very clean and just PERFECT!!!!
Want to say a big THANK YOU to Kenya (who helped us so much) Rosie (by the bar who always remembered our names) & Alicia (who worked tirelessly to bring us drinks round the pool and on the beach....too many others to mention AND THANK YOU EXCELLENCE FOR SUCH A BRILLIANT, FANTASTIC HOLIDAY!!!

Room Tip: we had a ground floor swim-up but ALL the rooms are EXCELLENT, oh we were in Spa 1 which suited us f...
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  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Service
Helpful?
8 Thank pwsjp01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Texas
Level Contributor
38 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
5 of 5 stars Reviewed July 12, 2014

This was my first "adults" only resort and certainly will not be my last!! I have read all the reviews and sometimes wonder what people are looking for in a resort. This resort was great. We had absolutely no complaints and would return in a heartbeat.

Room - Our room was beautiful and always cleaned on time. Unfortunately my daughter, who was in a different building didn't have as good luck. Only one night was their evening turn down service before they returned to go to bed at 10:00 PM (and it certainly wasn't because they were late risers and in their room half the day. They were always out by 8:00 AM and didn't return until 4:00 PM and then were gone from 6:00 PM to 10:00 PM everyday) It didn't put a damper on their stay but was just slightly annoying.

Pools - the pools were wonderful. Obviously the reviews with complaints never bothered to try a pool other than the main pool. There were always plenty of chairs and "rafts" at the other pools. One person complaining one day was upset because there were no chairs at the bar pool. When you don't come to the pool until noon that is your risk!!

Beach - there were always chairs at the beach if you got there before 11 or arrived in the early afternoon. The bar service there was great. There was quite a bit of seaweed in the water (no fault of the resort) They did a very nice job cleaning it up everyday off of the beach itself. There were no rocks in the water so that was another positive thing. The sand was fine and soft!

Food - Here is where I really do NOT understand the complaints. The breakfast buffet was great. There were always lots of choices. Maybe people are not willing to try things so they thought it was limited. The chilaquiles were outstanding!!!

We always went to dinner around 6:30 PM and never had to wait for a table.
Agave - Again great meal. I think people are expecting Tex-Mex or chain Mexican and that it why they do NOT like it. Our meal was great.
Chez Isabelle - We enjoyed this so much we ate here twice!! Wonderful atmosphere and delicious filets (with no fat on them at all!) We also enjoyed the pate, quiche and onion soup, .and the chocolate desserts!!
Spice - We ate at the hibachi side. Again thoroughly enjoyed the food and the show!

Bars - The drinks were all great!! I am a wine drinker. The last resort I stayed at the wine was probably one day away from turning into sherry. Their house wine was very good as was their champagne. Everyone in my family liked almost every drink they tried. The service was great, particularly at the other pools and beach area.

Entertainment - We thought the bands on the beach and in the evening were great. One day a band played during lunch at Las Olas. We moved beach chairs so we could enjoy them . We thoroughly enjoyed all of the music provided.

July 4th -- they even went out of their way to have a July 4th celebration at the beach. It was most enjoyable (there was only one problem - Sand Fleas come out at night. They enjoy feasting on some people and not others. I was one of the unfortunates they loved. Would have used OFF had I known but again not the resorts fault but a nice to know for the future)

Overall great trip - beautiful place. If you want rest and relaxation it's a great place. Use a pool other than the main pool to get away from the hustle and bustle (they still serve drinks here!!)
We met many nice people who were repeat visitors. We will be in the future!!!

  • Stayed July 2014, traveled with family
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Service
Helpful?
10 Thank DBSTexas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kings Lynn
Level Contributor
15 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
3 of 5 stars Reviewed July 12, 2014

We stayed at ERC from 19th May - 3rd June, for our 1st year wedding anniversary. We love Mexico, and have stayed at Secrets Maroma which was outstanding and The Valentine to say but 2 resorts. We were expecting fantastic food, and relaxation.

The day we arrived, we put our belongings the safe, to find out it didn't work - maintenance replaced it for a new one. That night, I was woken up by a disgusting smell, that I can only describe as ammonia and sewage combined. In the morning maintenance came and did something to the shower head and the smell disappeared. For the next 2 mornings, we had to call maintenance because the smell reappeared in the shower and toilets areas.

Being our anniversary, we were expecting the anniversary package, unfortunately we had to ask for our banner and after complaining about the smell and writing it on a customer service survey a bottle of champagne was delivered to our room.

Relaxation - did not happen. The music coming from the resort next door was so loud it was annoying. ERC reception put us in a room with an interconnecting door, we were asleep on 3rd night and about 10.30 the next door neighbour came into his room and put the TV on so loud, he might as well been sitting in our room. I phoned down to front desk and complained and before I put the phone down, they were ringing next door to ask him to turn it down. We could hear everything that was going on in that room as I am sure vice versa!!!
If you read my review about Palace Las America's you will see that I wasn't impressed with that resort because there were young adults with mums, this resort was slightly different in the fact that it would be mum and dad and young adult child with girlfriend/boyfriend in tow, meeting up with friends/family with the same young adult scenario . Parents would all meet for dinner leaving their off spring to socialise together in the restaurants and then spend all night in the bars, then the club and eventually make their way very noisily to their rooms. We were woken for 4 nights in a trot, on one occasion our banner was ripped off of our door, we were not impressed and obviously made a complaint about that as well. So sleep quality for us, was extremely poor.

The food overall was ok, but definitely not excellent, or fantastic, it was just ok. The cocktails, again were ok, nothing spectacular.

We did meet some lovely people.

Our expectations were high, because we were told that if we liked Secrets Maroma, we would love The Excellence, in fact we seriously thought about getting married at The Excellence, I am so pleased that we got married last year in Mauritius instead.

Would I go back to The Excellence Cancun, I can say hand on heart, no, unless The Excellence were going to give me a free holiday,

Room Tip: All the rooms are well spaced out, the swim out rooms seem to have direct sunlight in the morning, s...
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  • Stayed May 2014, traveled as a couple
    • 2 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 3 of 5 stars
      Service
Helpful?
11 Thank Blondie01_10
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, July 15, 2014
Allow us to thank you for taking the time to write this review in which you share your experience at Excellence Riviera Cancun with all Trip Advisor Readers.

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 also appreciate your detailed feedback, which helped us identify specifically the areas of opportunity encountered during your stay.

We hope to have the opportunity to welcome you and provide you the memorable and relaxing experience you deserve.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 stars Reviewed July 12, 2014

My husband an I just returned from our vacation at Excellence Riviera Cancun and we can honestly say it was one of the best vacations we have ever taken. The pools and beach set ups were immaculate. The service was great. Everyone from the bell hop to the bartenders treated us well. The service at Chez Izabelle (the French restaurant) was perfect. Like another reviewer said, there were occasionally glitches (like late room cleaning, restaurant reservation mix up), but the staff went out of their way to make sure the minor situations were remedied. We are looking forward to trying other excellence resorts.

Room Tip: We selected a swim up room and it was perfect! We had our own private corner of a quiet pool at that...
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  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 4 of 5 stars
      Service
Helpful?
3 Thank Roxxy G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 stars Reviewed July 11, 2014 via mobile

The room was great. The people were fantastic. Very helpful, friendly and accommodating. You can get premium drinks at any bar if you specify.

The entertainment was ok, not great. Could be a lot better.

The food was terrible. Only had one decent meal and that was at Chez Isabelle. On top of that, my wife got sick the day before we were supposed to leave. We have been home for three night now and she is still sick. Beware.

It was often tough to find chairs at the pool or beach because people put their stuff down and leave for hours with no regards to others. Nothing was ever done to correct it.

Stayed July 2014
Helpful?
9 Thank Brock B
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, July 15, 2014
Allow us to thank you for taking the time to write this review in which you share your experience at Excellence Riviera Cancun with all Trip Advisor Readers.

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 also appreciate your detailed feedback, which helped us identify specifically the areas of opportunity encountered during your stay.

On the other hand we are very sad to read we didn’t meet your expectations since one of our main objectives is the satisfaction of our guests with a high quality on the food and the drinks. 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.

Moreover, we are very much concerned by your review since we have high hygienic standards and our staff is well trained on this food & beverages safety practices. The resort undergoes continuous evaluation from external recognized institutions in order to accomplish this goal.

Our corporate customer service department remains at your disposal at customerservice@excellence-resorts.com in order to further discuss the matter or in case you require any future assistance.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Winfield, IL
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
5 of 5 stars Reviewed July 11, 2014 via mobile

This was our 4th year in a row at this resort. We could have chosen someplace else to celebrate our 35th anniversary, but we knew we would be treated like royalty and we were! From the moment we got to room 6335 and saw the beautiful view of the sea and the pool, we knew we made the right choice. Thank you to Kenya Guzman,Front Desk Manager, and Karen Camacho Gonzalez,Guest Services Manager, for choosing this special room for us and having the chef prepare a special anniversary dinner as well! The General Manager, Jean Francois Girault, has continued to update and improve the property in his two years there. The grounds are well-maintained and beautiful. We love the new white lounging beds around the pools. Excellent service from the staff and delicious food make this a top resort. Arun at Toscana, Manuel at Chez Isabel and Gabriella at Barcelona are just a few examples of the great staff there. As a travel agent, I would recommend this resort to anyone wanting a relaxing, romantic, and pampering vacation in paradise! We will be back!

Stayed July 2014, traveled as a couple
Helpful?
7 Thank moviemom
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 Top resorts Hotel in Puerto Morelos
#2 Luxury Hotel in Puerto Morelos
#2 Romantic Hotel in Puerto Morelos
#2 On the Beach Hotel in Puerto Morelos
#2 Spa Hotel in Puerto Morelos
#5 Business Hotel in Puerto Morelos
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Excellence Riviera Cancun 4.5*
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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