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Reviewed 4 weeks ago

Another fantastic experience at this great resort. The amenities of this venue were only exceeded by the thoughtfulness & caring of the staff. Once again everything was as advertised, okay, maybe a little better.

The EC pool service by Amable was superior. We all received a nice family hug & welcome from her on day 1.

Outstanding, simply outstanding service and hospitality by Afredo in the EC, Alberto at the buffets and the Martini Bar was transformed by Pablo. What a week, thank you ERC and staff

Date of stay: January 2020
Thank Hughdemand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun, responded to this reviewResponded 4 weeks ago

Dear guest,

First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as host of your holiday destination and for taking the time to share this review with the TripAdvisor community.

It is our pleasure to know that our colleagues and amenities exceeded your expectations, making you feel relaxed and pampered all the time.

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 to provide the best vacation experience ever.

We look forward to welcoming you back soon for another getaway. We will be pleased to make you another wondrous adventure time. Please, receive our warmest regards from The Excellence Collection.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

I would like to start this out by stating that my wife and I are both Managers of Customer Service for large US based companies. The service here was the best we've experienced out of the hospitality industry.

Gio, Christian, Alberto and Gonzalez with the entertainment staff were all fantastic. We had so much fun participating in the onsite activities that they were responsible for hosting that we forgot to book a non-included excursion! We did do the bike tour to Puerto Morelos with Gio, which is included with your stay and it was awesome. She was a great tour guide.

Pamela the on staff personal trainer kept us from gaining too much weight from all the fantastic food with her daily workout classes. Aqua-Strong will make you sore but was one of the best workouts I've ever had and so much fun.

Armando was on top of keeping the drinks flowing as our pool waiter. We specifically sought him out daily due to how great the service was he provided. We wanted for nothing.

The food was fantastic and we tried all of the restaurants. I would give them all five stars individually but one did stand out with a superior experience. Lobster House and the manager Adrian was just next level. The food was amazing, the service was something out of a textbook. I cannot say enough positive things about this restaurant. Breakfast, lunch, or dinner it's all amazing...we ate there five times on our week trip!

The facilities were immaculate due to the hard work of all the friendly groundskeepers. Same with the rooms. Everyone would say Hola and smile.

All of the staff seemed to be happy and enjoying their work. If any of you get to read this Kelsey and Nick from Oklahoma would like to say thank you again. You are all hands down the best.

Room tip: Building Spa 1 has a great view of the property at night from the top floor and the surrounding jungle from the rear during the day.
Date of stay: January 2020
    • Value
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1  Thank Z7816RJnicholash
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun, responded to this reviewResponded 4 weeks ago

Dear Nicholas,

First of all, we would like to thank you for your recent stay at Excellence Riviera Cancun and for taking the time to share your feedback with other travelers.

We are very pleased to hear from you that we were able to surpass your expectations as a result of keeping immaculate our facilities, offering delicious food in all restaurants, but above all providing the exceptional service is what made your getaway marvellous.

The strengths you mentioned are the core pillars of our identity in order to provide a memorable guest experience, as exceptional and unique as it can be. We promise to congratulate the staff you named on your behalf for their contribution to your wonderful experience whilst in our property.

We appreciate all your comments that will certainly encourage other readers to stay with us and we look forward to seeing you back soon. Please, receive our warmest regards from The Excellence Collection.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Clean pools, clean beaches, and clean rooms. I stayed in a room on the ground level with it's very own access to a heated pool, a hot tub, and a daybed. Would eat room service and drink coffee on the patio every morning, I highly recommend. THE STAFF IS WHAT MAKES THIS PLACE STAND OUT! They were all so friendly, kind and helpful beyond belief. The resort even had brought in workers to haul away seaweed from the beach daily to fix an issue that is way beyond their control; and they did a fantastic job of making the beach enjoyable. I can not recommend this place enough. If you want to take a loved one to a place with great food, top shelf bar options, and all the lounging and pampering they can handle this is the place. The spa is reasonably priced for what you are getting, and they have specials and deals daily to make it even more affordable. I spoke to numerous guests that said they have been coming back year after year. This was my first time, and I can't wait to save up and do it again!

Date of stay: January 2020
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank charlesdprott
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun, responded to this reviewResponded 4 weeks ago

Dear Charles,

First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as your holiday destination and for taking the time to share your opinion with other travelers.

Keep our grounds and facilities well maintained is one of our main strengths. Therefore, we are sorry to read that we were not able to fully meet your expectations in terms of meticulous cleanliness that our guests are accustomed to experience during their stays.

We are very delighted to read that our colleagues made you feel relaxed and pampered all the time. Our commitment is to make of every guest experience, as exceptional and unique as it can be, being kindness and helpfulness one of our staff's greatest strengths.

We look forward to welcoming you back again and have another opportunity to pamper you with our attentive service creating another unforgettable experience. Please, receive our warmest regards from The Excellence Collection.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

The Excellence Cancun Riviera was the best all inclusive resort I have ever stayed at. I have been in the hotel industry for 20+ years and the Excellence was impressive. The attention to detail, service, and service recovery was top notch. All F&B we had was not typical of an all inclusive - you actually feel like you're in a high-end restaurant. With 6 pools and a super clean beach, you can always find somewhere to lounge without fighting for chairs and mats. I definitely understand why so many people we met had stayed several times at the resort. I will be back!

Date of stay: December 2019
  • Trip type: Traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Ben M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun, responded to this reviewResponded 4 weeks ago

Dear Ben,

First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as your holiday destination and for taking the time to share your feedback with the TripAdvisor readers.

We are very delighted to read that you were impressed by the level of service provided. The staff members are very passionate about their job and they do all their best in order to satisfy your needs and make you feel pampered all the time. We will forward your kind words to our team, especially the members you gave a special shout out, who will be delighted to hear that from you.

It has been a pleasure hosting you as our guest and we look forward to welcoming you back soon. Please, receive our warmest regards from The Excellence Collection.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

My new husband and I just got back from an incredible honeymoon at Excellence Riviera Cancun and we can't recommend this place enough! Having never been to an all-inclusive before, I was skeptical to say the least, but this resort was better than we even imagined. The property is beautiful and there's plenty to do, even though we found ourselves hanging out at the main pool most of the day. The staff is incredible! I especially wanted to give a big shout-out to Marcel (waiter at the Lobster House), Mathilde (poolside waiter), Gonzalo (arts and crafts!), and Luis and Juan (swim-up bartenders) for being so awesome! If you're able to treat yourself to a relaxing vacation, this is the this place. We're already planning to come back for an anniversary!

Date of stay: January 2020
    • Value
    • Rooms
    • Service
Thank elisem337
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ExcellenceCollection, Online Brand Controller at Excellence Riviera Cancun, responded to this reviewResponded 4 weeks ago

Dear Elisem,

First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as your vacation destination and for taking the time to write and share your feedback with other travelers.

We are very pleased to read that you were amazed by the resort itself, plentiful choices of things to do, and the staff made your stay awesome.

At our hotel, we strive to make every stay, as close to perfection as possible and we will continue working hard in this direction to provide the best vacation experience ever. We will forward your kind words to the entire team for their contribution.

We look forward to welcoming you back again and have another opportunity to pamper you with our attentive service creating another unforgettable experience. Please, receive our warmest regards from The Excellence Collection.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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