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“Excellence!”

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Excellence Riviera Cancun
Ranked #2 of 25 Hotels in Puerto Morelos
Certificate of Excellence
Iowa
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
“Excellence!”
Reviewed 26 February 2012

I am writing this review late, but have been to several all-inclusive resorts and wanted to compare.
Food/Bars: excellence! The Japanese and Mexican restaurants were our favorite. Loved the room service for breakfast. Loved the martini bar... and we also did love that there was Bud Light for those of us Americans who love a good standby!
We were there in January of 2011, and we were disappointed by the weather (cloudy, cool, windy) so were not able to make much use out of the pools/swim-up only one day (chilly!)
Entertainment: Big shows were great! Kind of your standard for this type of resort/have seen some before, and there was a dance club for afterwards but kind of the same thing night after night.
The rooms were great! Clean and Very quiet with nice view over the spa!
Overall this is more of a quieter resort (we were three younger couples 26-31yrs old) but we still had a great time.

  • Stayed March 2011, travelled as a couple
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Helpful?
2 Thank Martha B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
St. Louis, MO
Level Contributor
26 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed 26 February 2012

Feb. 16-23,2012. We were repeat guests and we do truly love Excellence Riviera. However this is a higly competitive category and in order to provide an accurate analysis of the resort one needs to understand that there are some flaws that can be addressed as well as some that cannot.

First the good. We were almost embarrassingly well treated and amazed at some of the improvements since our last visit. As non-EC guests we found the check-in very smooth and efficient. Sr. Calderon was pouring the champagne and cool towels were provided even at our 10:30am arrival. Nice start! Our rooms were not ready which we anticipated. NOTE: No rooms are available until 3:00pm so be prepared. We packed our swim suits, beach gear, etc., (thermal mugs!) in our carry-ons and strongly advise the same to others. As repeat guests we received no upgrade as the resort was booked, but did receive a shirt, beach bag and hat one evening during turn-down service. Nice touch!

Room: Immaculate and spacious. The jacuzzi fits two normal sized folks, and I would describe the decor as "Mexican retro". Some might find the arrangement old fashioned and dowdy but we find it homey and comfortable. Courtesy fridge was set at the very Mexican temp of about 55F. Whare you going to do? Beds could be described as 'extra firm' and the pillows are laughably poor, however we didn't have any trouble sleeping after a long day in the sun, a sumptuous meal and having been willingly 'overserved' with adult beverages.

Beach: Truly spectacular. They must have recently trucked in new sand because it was pristine and spacious. Ocean temp was cool and refreshing. Step carefully, there are a few rocks here and there. Beach chairs and palapas were generally available most times of day, albeit several rows back from the ocean at noon. Seaweed...yes.

Spa: DO NOT book a spa treatment until you get there. Their daily specials beat whatever they list on their website. The treatments are truly luxurious and good value IF they are on sale. The Water Circuit prior to a massage is not to be missed if only for the Unintentional Comedy factor. Putting ice chips on your head, a bucket of water dumped on you, walking on rocks, getting your swim trunks blown off, etc. And they so very, very serious about the whole process. Hilarious!

Pool: Water was crisp and a bit bracing at first, but clean and refreshing. Some wear and tear of the pool edges, the grouting, etc., was clearly evident. Unfortunately the towel game and floatie hoarding was rampant. I love a sunrise over the water, so witnessed many women (95% women!) scurrying about, collecting towels and floaties to reserve 'their' spot by the pool. Unfortunately it is not in the culture of Mexico to confront people, there won't be any enforcing of their rules to keep floaties in the pool and to not reserve spots unless management makes it a priority. Having said that, there were always some spots available back in the Spa area and, even though they were at capacity, the two 'hidden' pools behind building six were desolate.

Food: This is where there was a marked improvement from before. Every single meal was not only good, but amazing. Meat and fish were cooked perfectly to specifications and quite tasty. The house wine has been upgraded from 'palatable' to 'not too bad'. Top shelf liquor always available at every bar. I would like to single out Marsel @ Agave (evening) and Cornelio @ the Lobster house (day) for service above and beyond. The 'new' beach lunch service is ambitious, but a bit spotty in its delivery of quality.

Entertainment: There is so much to do here you cannot possibly do half of what is offered and they have stepped up their game in this area also, like now offering a bike tour to Puerto Morelos. In this area I would like to single out Luis for his strict enforcement of the rules (heh) at the Texas Hold-Em poker game every noon by the Sol bar. Night shows were also much improved, siongling out the Fire Show as a must see on the beach on Monday night. I must also commend their distinct upgrade of the music playing at Cafe Kafe during the evenings. Every band was fun to listen to. Alegria (disco/karaoke) is a bit of a joke, giving off the air of a seedy bar in the wrong part of town.

Room Service: Again, much improved and truly excellente. Food arrives quick and hot. "40 minutes or less" is the motto and they did not dissapoint. I once got a pot of coffee in less than 10 minutes during the peak breakfast time. And they don't forget anything in the way of condiments, salt and pepper, etc. Incredible back kitchen operation.

Service: Unfortunately this is where the resort falls short and it is down purely to being understaffed. Things like where there used to be three bartenders there now is two, where there was two there is one. Things like that. Only TWO beach waiters for the non-EC beach area, are you serious????? Wait staff had to resort to taking drink orders and then making the drinks themselves on numerous occasions. At some restaurants there was a lengthy wait even though the place was less than half full, purely down to a lack of servers. But anyone who does serve you is kind, generous and so eager to please. There just needs to be more of them. Give them some help, management!

Maids: This time they were efficient and predictable, as oppose to the more 'Mexican' approach of cleaning a room at 8:00am one day and 5:00pm the next. Much improved.

In the end this resort does straddle the small line between opulance and hominess, if that makes sense. Some other places have butlers, but what would I do with a butler? Upon my return to ERC I immediately felt right at home and the staff that has been there for awhile has the place running smoothly while still being fun to talk to and get to know. Excellence is at the same time opulant and comfortable. To many returning guests it does feel like coming home and for first-timers they are always blown away by the quality. My overarching critique is that there needs to be more of a quantity of capable staff. If they did this they would blow away the competition. As of now, by 2012 standards, they are simply right there with the rest of the Adults Only pack, perhaps a bit ahead.

Feel free to PM me with any questions you may have that I did not address. As I did here I will answer with complete honesty.

Respectfully submitted,

Chief

Room Tip: Top floor, buildings 1-5
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  • Stayed February 2012, travelled as a couple
    • Value
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    • Cleanliness
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Helpful?
15 Thank Chief58
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, Pennsylvania
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 24 February 2012

this is our third time here and you can see how they have cut back on employees. The service is just not the same and you can see the wear and tear on the property. The Excellence Club pool needs some major work, along with someone should tell them that it should be vaccumed every day. The Excellence Club just does not have the same service as it used to. Will not come back for the fourth time.

  • Stayed February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank John R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Congleton, England, United Kingdom
Level Contributor
51 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed 24 February 2012

We decided on this hotel for our 25 wedding anniversary. It was exactly as described on the website. Location was excellent, food fantsastic and staff couldnt do enough for you. We had upgraded to excellence club on booking and it was well worth it. The room was fantastic overlooking the beach. We didnt say it was our anniversary until we arrived, but received a lovely gift in room and banner for door. All restaurants were superb esp Spice, Chez Isabelle, Agarve and Grill. Bar waiters were very good and friendly. Cielo bar had Joel and Moises who were both good fun. Martini bar and Star bar waiters were good fun too and knew their cocktails.
We cant wait to go back here again and you will too.

Room Tip: we upgraded to excellence club and it was well worth it. Block 7 was fantastic with ocean view and y...
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  • Stayed February 2012, travelled as a couple
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    • Cleanliness
    • Service
Helpful?
4 Thank June H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NIAGARA FALLS
Level Contributor
60 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed 23 February 2012

Just got back from our second time at ERC and weren't disappointed.Greeted with the cool cloth and champagne and a red rose. On our way to the club lounge to check in, we were met and greeted by Rosalia guest relations manager.We felt so special.We received the request for our room.Did not get the name of the gentleman that checked us in but he was so nice.We must say what made our trip so wonderful was the staff and the people we met. First a thank-you to Carla.Elmy and Fabian our pool concierges.We looked forward to seeing there friendly smiles and always spending time talking to us and making sure we had everything we needed.A thank-you to Moises for never letting us go dry.He was so much fun. We went to the Mexican restaurant twice because of the service we got from Marcel.He was so nice. He would make us a mayan coffee at our table even though he was really busy.We loved the fresh parmesan cheese in the Italian restaurant and the buffalo wings in the grill at lunch. We did not have a bad meal any where. A special hello to Pam and Brenda and Rod and Lesley. We really enjoyed the time we spent with you.We travel to Mexico every year and we must say ERC knows how to do it right.Again thank you to everyone who made our trip special and we look forward to returning again.

Room Tip: Top floor for best view
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  • Stayed February 2012, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
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    • Service
Helpful?
2 Thank fallsgirl
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:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre 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 Spa 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 Top resorts Hotel in Puerto Morelos
#5 Business Hotel in Puerto Morelos
Price range (per night): RM1,429 - RM2,583
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, Mexico - Riviera Maya
Excellence Cancun
Secrets Excellence Riviera Cancun
Cancun Excellence Riviera
Excellence Resort Cancun

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