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Traveller rating
16,605
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All reviews lazy river lobster chez isabelle the grill martini bar flavor market club pool sol bar barcelona restaurant las olas room service our honeymoon club level michael jackson show french restaurant swim up suite main pool
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Reviewed 3 weeks ago

This place is awesome and the our stay was outstanding. My wife and I didn't want to leave this place. What makes this resort so nice is the staff. First off, Juan the manager of Oregano and Las Olas was great. He was always helpful and provided top notch customer service. Adolfo from the Lobster house, Jesus from Chez Isabelle, and Oscar who was always everywhere always provided the best customer service and made us feel welcome. These guys were the best. Also, Guillermo from the Oregano was first rate. Also Faustino the executive chef always came out greeted and talked to the customers. I will definitely go back to this resort and soon as possible. There is no reason to go anywhere else.

Date of stay: May 2021
    • Sleep Quality
    • Rooms
    • Service
Thank Kdubudawg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

This is our eighth trip to the excellence and we love it every time! It’s like coming home! We have so many friends and the staff is amazing! Shout out to Javier, Christian and Gonzalo on the entertainment crew and Lino at the martini bar who makes the best margaritas!! Pool service was superb with Antonio and Osvaldo at the Sol bar!!! The breakfast bar, in the mornings, is beyond amazing, and can offer anything that you would like. Mateo makes the absolute best omelettes.

Date of stay: May 2021
Trip type: Travelled with family
Thank Tour35242164694
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Excellence Collection, Other at Excellence Riviera Cancun, responded to this reviewResponded 2 weeks ago

Dear guest,
First and foremost, we would like to thank you for choosing Excellence Riviera Cancun as host of your holiday destination once again and for taking the time to share this review with the TripAdvisor community.
It is our pleasure to know that our colleagues, property and amenities exceeded your expectations, making you feel relaxed and pampered all the time. At The Excellence Collection, 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 3 weeks ago via mobile

This is hard to write, because there is a lot that we loved about this property, mainly a few employees, but a few things we didn’t like. Let’s start the good stuff. The property is immaculate, people always cleaning, pools, ponds, grounds. The food, for the most part was very good. Our dinners at Chez were amazing! Our food at the grill at lunch was not so good. Breakfast at the Lobster house was nice not to go to buffet, and food was good, but nothing spectacular. The beach is like powdered sugar, white and fine. Unfortunately there was a lot of sargassum, which isn’t their fault. The spa was clean and friendly and the Mrs. said she had a great massage. The property is fairly large and we found ourselves getting a bit lost for most of our trip. The shows were ok, the Michael Jackson show was very good, and the band before was great! Some of the other acts (and we missed Claudia and her group unfortunately) were a little boring. Our reception was great. Given champagne as we arrived, greeted warmly by bell staff and front desk. Taken to our room which was clean and very nice. Found it odd that the bellman told us not to drink the tap water, which we found odd as we’ve never been told that in high end resorts in Mexico. I had found a guest relations person on Facebook, Virginia Velasquez, and she’s amazing! She had our room decorated for my birthday, had the fridge stocked with my favorite beer, and champagne sent up for the wife. She is the big reason our trip was good. Our first night we went to Chez, the highlight of our trip, we arrived at 7 and we’re 36th in line! What??? This was what we didn’t like, having eat early or late to get a table. Luckily, Virginia had told them we were coming for my birthday dinner and they sat us right away! Our dinner was unbelievable! Filet, Mahi, and shrimp were all amazing! Probably one of the best dinners we’ve ever had in Mexico. Thank you Virginia! You saved us! The towel game is big here, which we hate! We never found a pool concierge to set us up, and if you get to the main pool after 8, you’re probably out of luck. So I begrudgingly, played the game twice. Got up at 7:30 am walked out bleary eyed and saved 2 chairs by the main pool so we could see the ocean and enjoy the pool. Service was a little hit and miss until we found Santos! Best server at the pool by far! He kept bringing us drinks and making sure we had what we need. Thank you Santos for hustling and being great at your job! You made our time very enjoyable. I also want to mention another outstanding employee, Adolfo. A restaurant manager who’s all over the place. We met him at the grill at lunch when we both didn’t like, and barely touched our food. He immediately came over and tried to make it right. He got us a cheese pizza, was was very good to make sure we didn’t leave hungry. We saw him numerous times on the property throughout our stay and he was very friendly. Aldolfo, thank you for caring, you’re another star! I’m sorry this review is a bit rambling, but it’s kind of how our trip was a bit chaotic. Felt like we always rushing somewhere. While we had a good time, and liked the property, and loved some of the employees, never slept in, never sauntered our way to dinner, and that’s what a vacation is all about!

Date of stay: May 2021
Trip type: Travelled as a couple
2  Thank Kamaaina22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Excellence Collection, Other at Excellence Riviera Cancun, responded to this reviewResponded 2 weeks ago

Dear guest,
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 the TripAdvisor readers.
Thank you for adding very generous remarks on the positive sides of your vacation with us and mentioning the services that made your stay more comfortable with. In addition, the food area is an important aspect we consider and that’s why our Chefs are passionate about taking care of every single detail and they personalize our service and cuisine to suit the different tastes and preferences of all our guests, although we will revise why during your getaway, we did not seem to blow you away with delicious food in every meal at some restaurants.
We are sorry you experienced the seaweed season. Please, note that the seaweed depends on weather conditions, although our hotels take the initiative to clean up our beaches daily because we pay special attention and care to maintain them.
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 3 weeks ago

Excellence Riviera Cancun was delightful! Upon arrival, we were greeted with a refreshing beverage and the ease of a bellhop. The staff was generous and very service oriented throughout our stay. A must eat is Chez Isabelle. It’s mouth-watering French meals are divine- hands down, 100% satisfaction. The front and back of the house are steady and bustling, no delays in between delicious courses. Around the resort, the pools and drinks were plentiful. A mix of activity and seclusion were available on any given day. Choose what you need! The night events were a great way to unwind and be entertained. You’ll completely enjoy Excellence Riviera Cancun!

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank jfrost2021
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

We recently returned from our first visit to Excellence Riviera Cancun and Excellence Playa Mujeres (5 nights at each). We wanted to try them both, back-to-back, to help decide which of them we might want to revisit in the future. We’ll review both here. This was our 15th trip to all-inclusive resorts in Riviera Maya. We’ve been to about 10 resorts there and the ones we’ve enjoyed the most in the past include VIM, El Dorado Maroma and Iberostar Grand. Short version: both ERC and EPM are outstanding resorts and we would recommend them both. For us, we give a slight edge to ERC over EPM but we’d return to either.

Rooms: ERC: 8/10. EPM: 7/10. At ERC we stayed in an EC swim-up suite. At EPM we stayed in an EC Oceanview suite. Both were great, but it is just so much nicer to be in a swim-up. Both had comfortable furniture/beds, good size TV (we were able to easily connect our Fire Stick for Netflix in the room), good liquor selection (red wine, Milagro reposado, Jack Daniels, Appleton, vodka), and very comfortable A/C. At ERC we liked the room layout slightly more (at EPM, bathroom felt a bit less private and blackout shades didn’t fully cover the windows), but it’s just a question of preference.

Food/Drinks: ERC: 9/10. EPM: 9/10. Both resorts have very good food. Not everything was perfect, and each resort beat the other in some areas. At ERC the buffet (for breakfast) was so much better than EPM that the comparison is almost unfair. At EPM you have Barcelona and Magna, neither of which is at ERC. Barcelona was one of our best meals of the trip. The filet mignon at Chez Isabelle at ERC was noticeably better than at EPM. Drink service was great everywhere, but especially at the EC bars and martini bars. We didn’t do room service for food (not our style) but we did order a pot of coffee, a bottle of bubbly, and a few glasses of OJ every morning delivered to the X-box and it was flawless every time.

Staff: ERC: 8/10. EPM: 9/10. Service was outstanding at both resorts, especially in the EC areas. We will specifically recognize some stand-outs below, but we didn’t have a bad experience with anyone. We felt that, overall, the staff was more warm and friendly at EPM than at ERC. But at ERC we hung out mostly at our swim-up patio and at EPM we were out at the EC pool and beach much more often, giving more of the EPM staff an opportunity to shine. Either resort offers some of the best service we’ve seen in 15 visits to the area. We got towel animals almost every day at ERC and only a towel “cake” on my birthday at EPM, if that is important to you.

Pools: ERC: 7/10. EPM: 5/10. At ERC we stayed almost entirely in the EC pool because we were in a swim-out room alongside the EC pool, which is nice but fairly small (with shaded areas all throughout the entire day). At ERC we also spent a little time in the main pool, and at the swim-up bar, and we liked it more than the main pool at EPM. At EPM we spent most of our time at the EC pool at Building 8, which is very small and boring/rectangular (and is entirely in the sun for much of the day). We prefer bigger pools where you can walk around from area to area, and I need shade at least some of the time. EC staff was stellar at both resorts – frequent drink refills, snacks throughout the day, sand art, friendly to chat with, setting up your chairs/beds, cleaning your sunglasses, etc.

Beach: ERC: 7/10. EPM: 8/10. Unfortunately, 2021 is another bad year for sargassum seaweed, which is more abundant at ERC than EPM. It seemed that no one was spending any time at the ERC beach while we were there (literally 2 or 3 chairs/beds were occupied). We spent a lot of time at the EC beach at EPM. EC service at EPM was outstanding, but we can’t compare it to ERC. Both resorts have plenty of seats, palapas, etc. and have perfect white, soft, powdery sand.

Overall: ERC: 7.8/10. EPM: 7.6/10. While we were there, we thought that EPM was going to be our winner. However, while looking back and organizing our thoughts to write this review, it gradually became clear that we actually preferred ERC (by a tiny margin). We would happily recommend either resort, and would be glad to return to either one.

Stand-out Staff Members – all of these folks are all-stars and made our trip better in their own way.
ERC: Mariana (EC pool server/EC lounge bartender); Edgar (EC pool concierge); Marcel (waiter at Agave); Amable (EC pool server).
EPM: Alan (waiter at Lobster House); Guadalupe (waiter at Toscana/The Grill); Martha (EC pool server); Emilio (EC pool concierge); Elgar (restocks room refrigerator); Francisco (bartender at lobby/martini bar); Rogelio (EC beach server/trainee); Antonio (waiter at Lobster House); Erick (EC pool concierge); Marlon (EC pool concierge); Diego (bartender at Sports Bar).

Room tip: EC was worth it for us, especially swim-up
Date of stay: May 2021
    • Location
    • Rooms
    • Service
2  Thank BeckinMD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
The Excellence Collection, Other at Excellence Riviera Cancun, responded to this reviewResponded 3 weeks ago

Dear guest,
First and foremost, we would like to thank you for your recent stay at Excellence Riviera Cancun and for taking the time to share your opinion with other travelers.
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 really appreciate your detailed feedback. It means so much when it comes from our first-time guests. 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, in order to have happy clients with kind words for our work.
We appreciate all your comments that will certainly encourage other readers to stay with us. We look forward to welcoming you back in a heartbeat. Please, receive our warmest regards from The Excellence Collection.

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