Secrets Excellence Riviera Cancun Hotel

6 readers found this review helpful

I spent 2 weeks here with my partner, 4 days in and I ended up in hospital. We had spent Valentines Day by the pool; I had collapsed at the pool side and was taken to the on-site doctor. I was then taken to a local hospital where it was establish I had amphetamines and alcohol in my system. I was advised by the on site doctor while management were present the following day, that I had been admitted due to alcohol. After I advised I was going to have the hospital documents translated and reviewed, I was then advised by the doctor that amphetamines were in my blood, and these could have been here from anything and from anytime (which I have since found out from a medical professional in the UK, is not true).
I cannot hold anyone responsible and luckily my travel insurance company covered the full cost of medical bills (which they would not have done had it have just been alcohol)! But there are too many coincidences, including only eating and drinking at the hotel for the previous 4 days and also our property that was at the poolside through this ordeal went missing and we did not get it back until 10 days later, after we had to file a theft report at the local police station (which took 3 attempts with hotel staff to organize). After this ordeal I was not happy to drink drinks at the resort, as you can probably understand – we spent day after day at the reception trying to speak to management and organize correspondence to go to the insurance company, we have fought and fought to receive some form of compensation, but nothing.
You’ll notice if you look at reviews from the time we went, there is odd behavior reported – money going missing from people’s safes, etc. Also to add, my partner woke up the day after this ordeal not having any recollection of the day before and woke up to the safe wide open, luckily with nothing missing. I was advised by staff that my partner also passed out and was taken back to our room where he stayed, until I returned, he was apparently left under supervision of staff, I can categorically state that when I returned from hospital no one was with him, so I’m glad that he was ok.
Overall I would suggest staying clear - but if it's of any help the police and hospital staff were fantastic!

3 readers found this review helpful

this hotel was absolutely wonderful from start to finish. we had a swim up suite and it was worth the extra charge. staff were wonderful- always smiling and happy to help. food and restaurants were fabulous. couldn't fault anything. wondering how we're going to top it this year!!!!

1 reader found this review helpful

I just spent my honeymoon in this wonderful hotel and I have to say, it's the best vacation I´ve ever had. The hotel is wonderful, rooms are comfortable, the food was great, staff was helpful and caring and the location is amazing! I totally recommend it for any kind of getaway!!!

Great hotel: the staff were all very friendly and helpful and the room was very comfortable. Food was great - especially breakfast ! Best thing was being able to float around all day in the swimming pool - although some people hogged their floats all day. There are loads of restaurants and no advance table reservations are needed -the food was excellent. Great for honeymooners and couples.
There were plenty of activities and trips - the best one being to the aquatic park at Xelha. We also went on a 'moonlight dinner cruise' on Cancun bay - but it was nothing to write home about.
We had a problem with the so-called 'Premier' seating on the Thomsonfly flights: they have been extremely slow in dealing with our complaint. I would not recommend Thomsonfly.

1 reader found this review helpful

This was a fantastic hotel. The accommodation was excellent and the staff were friendly. The only "negative" comment we could make is that the breakfast would be considered repetitive, but only because you have the same massive choice every day! We would definitely visit again.
We would recommend the Spice restaurant, but they are all good. It is worth taking advantage of their theme nights as well; they make even more effort.

This hotel leaves nothing to be desired it is what it says on the tin 5 star.
Nothing is too much trouble for the staff and the effort put in by them is truly unbelievable.
Rooms are first class with the added luxury of a jacuzzi the lazy river is super fun and the spa cannot be beaten.
All in all a memorable holiday with no complaints which for someone as discerning as myself is unusual.

1 reader found this review helpful

My husband and I have just returned form our honeymoon at Excellence riveria cancun and oh my goodness! well what can we stay - fantastic, luxurious, excellent - they simply don't do this resort justice! its the best place we have ever stayed. the staff are all lovely, very polite and helpful. the rooms are beautiful with your every whim catered for - it actually is tempting not to sit in every evening and order from the best room service menu i've ever seen. all the restaurants and bars are great - standard of food was excellent! I can honestly say it was very hard coming home! but hopefully we'll be back to celebrate an anniversary sometime in the future.

2 readers found this review helpful

This hotel truly lived up to its name. We were greeted with a glass of champagne and a cool towel and the attention to detail just got better.
We booked a swim up room with its own garden however I'm not sure if this was worth the extra as block 5 didn't get a lot of sun so we didn't utilise it as much as we would have liked.
The rooms are split level with a 4 poster bed and an indoor and outdoor Jacuzzi. Block 1,2 and 3 good for those seeking a quiet area and good for sunbathing if you like peace and quiet (next to the gorgeous spa).
For those who like to take part in activities, the main pool is more suitable.
Having travelled the world, the food was amongst the best we've had and I would find it hard to believe that all tastes weren't catered for. With 10 bars and eight a la carte restaurants we were spoilt for choice. The best was Chez Isabelle (French) serving for example French onion soup, pate, Portobello mushrooms, chateaubriand, crème brulee (all superb) and unlike other all inclusive hotels you can go anywhere without reservations.
All good brands of alcohol and no skimping. The staff were polite and efficient and you are genuinely made to feel very welcome and comfortable. Around half an hour from both Cancun and Playa del Carmen but plenty to occupy you at the hotel.
The grounds were beautiful and there were no early morning rises to secure a sunbed and no queuing for towels.
Whilst we weren't in a hurry to return to the same resort so soon, Excellence Riviera Maya could have changed all that.

1 reader found this review helpful

I have not see a holiday brochure that even half describes how amazing the hotel is! My husband and I were on our honeymoon 7 weeks ago and we still look at our photos almost every day!
The hotel room is amazing (we upgraded to a sea view room, totally worth it!), the room perfectly presented at all times. Even when housekeeping came early and said they may not be able to call back to turn our sheets down (that takes some getting used to anyway!) they always did.
The food is second to none! It’s not all that Mexican of an evening, but the Asian, French, Italian and Mediterranean food is better than we have tasted anywhere in Europe! Don't let the heat put you off eating outside - The grill restaurant is not as upmarket as the other restaurants, but it was the best fillet steak we had ever had! Try ordering chips and champagne (we're all class!) at 4am! total luxury!
Everything was perfect about our honeymoon - we even saw a hurricane! we were evacuated to a nearby school for one night (no air con, that bit wasn't so good!) and every member of staff that was evacuated with us tried their very best to maintain the impeccable standards we were used to!
We made fantastic friends over our 2 day evacuation, both staff and other guests! We were entertained, fed, and given toiletries to help make us more comfortable. Even when we tried to help the staff, they were more concerned with our safety over anything else!
I really could go on forever about how amazing this hotel is, but just go and you will know! I'm a primary school teacher, so no children was fantastic!
Everything about this hotel is 5* I cannot wait to go back and stay again, 3 weeks this time as 2 was not long enough, although my waistline will disagree!

This hotel was fantastic. The staff were really helpful and they provide a fantastic service for new arrivals.
The rooms are great and nicely decorated with a Jacuzzi bath and four poster king size bed.
There was a fantastic choice of bars and restaurants to suit everyone's taste. The only criticism I would have against this hotel was the location. It's approximately 30 mins from either Cancun or Playa del Carmen, so if you're looking for a hotel close to a town then you should consider somewhere else.
It's not your typical all inclusive hotel - every restaurant was a la carte only at breakfast was there a buffet (which hardly changed in the 2 weeks we were there), but it was extensive anyway.
Despite its remote location there was an extensive activity programme all day and every day.
It's a great choice for honeymooners - we loved it.