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Before You Arrive

Cancun Resort FAQs

Check our All-Inclusive by Marriott luxury resort FAQs for more information on our latest policies, inclusive amenities, and essential information, which readers generally miss. This page is your one-stop information center for everything Royalton Splash Riviera Cancun.
Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort location
Location
Carretera Federal 307 Tulum-Cancun Km 332, Benito Juarez, Playa del Carmen Cancun 77500
Phone
+52-998-283-3921

Getting here

Frequently Asked Questions

 
  • Does Royalton Splash Riviera Cancun have a waterpark?

    Dive into an afternoon of family fun at one of the largest on-site waterparks in the Caribbean. Applicable to all ages, our waterpark has multiple waterslides, splash pads for kids, an infinite wave pool, and other prominent features.
  • Does Royalton Splash Riviera Cancun have a lazy river?

    Apart from our all-inclusive resort’s wellness center and fitness amenities, Royalton Splash has one of the largest waterparks in the Caribbean. The waterpark has two lazy rivers and fourteen exciting water slides.
  • How far is Royalton Splash Riviera Cancun from the airport?

    Cancun’s busiest airport is Cancun International Airport (CUN). Royalton Splash is just under 10 miles from the airport and takes about 25 minutes to reach by cab.
  • What are the check-in and check-out times at Royalton Splash Riviera Cancun?

    Check-in at the Royalton Splash Riviera Cancun, All-Inclusive Resort is from 3:00 PM, and check-out is until 12:00 PM. Late check-outs and early check-ins are subject to availability. Contact the resort staff for the latest information.
  • What is there to do at Royalton Splash Riviera Cancun and nearby?

    Complete with pristine white-sand beaches, luxury inclusions, and proximity to the mangroves, your tropical luxury vacation doesn’t get any better than our all-inclusive resort. Engage in beachfront fun with volleyball and non-motorized watersports. Have fun in the large waterpark or have a drink at swim-up bars by the outdoor pools.
  • How far is Riviera Maya from Cancun?

    Part of the Quintana Roo estate, Riviera Maya extends from Isla Blanca in the north to Punta Allen in the south. The attractive tourist destination south of Cancun is known for its natural and historical wonders. Riviera Maya is 18.6 miles from Cancun’s town center.
  • Is Cancun, Mexico, in the Caribbean?

    A prominent city on the Yucatán Peninsula, Cancun borders the Caribbean Sea right below the territories of Cuba. Like other central locations like the Cayman Islands, this Mexican city is also in the Caribbean.
  • Do I need a passport to go to Cancun?

    Visitors from the US don’t need a passport to enter Cancun. Simple identifiers like voter registration or birth certificate are adequate upon entry. Visitors from other countries require visas.
  • What is the best time to go to Cancun?

    Winter is the most preferred visiting time for Cancun’s tropical weather. From December through April, the weather is clear and borders at warm, not too hot. Chill winds can blow from the north occasionally, but this is the perfect time to visit Cancun.
  • Why is Cancun so famous?

    Gorgeous white-sand beaches, great weather, and picturesque clear blue waters attract thousands of tourists to Cancun’s shores annually. The city is a hub of cultural and historical wonders, reminiscent of ancient Mayan civilization. Cancun is the heart of the Mexican Caribbean.
  •  What does the All-Inclusive Experience include?
    All-Inclusive properties include the cost of the room plus food, beverage and various resort amenities and activities. With this immersive All-Inclusive Experience, pricing is per person/per night. To ensure you receive an accurate rate, it is important you enter the total number of adults and children at the start of the booking process. Child pricing is based on the age of the child at the time of check-in, not at the time of booking. The hotel reserves the right, at its discretion, to modify the room rate a guest must pay, to reflect the correct guest count, including children and their ages at the time of check-in, for such reservation.

    The All  -Inclusive Experience includes the following items in the rate:

    • All-Inclusive Meal Plans (Menus and Outlets Vary by Resort)
    • Alcoholic & Non-Alcoholic Beverages (Type Varies by Resort and Room Category)
    • Access to Fitness Centers
    • Complimentary Wi-Fi
    • Pool & Beach Services
    • Taxes, Service Fees & Gratuities (except for governmental tourism levies)
    • Nightly Resort Entertainment
    • Non-Motorized Watersports
    • Kids Activities
    • In-Room Minibar (restocked daily with select soft drinks, alcoholic beverages, and snacks)

    The All  -Inclusive Experience also includes lively entertainment during the day and evenings in several common areas of the resort to entertain guests of all ages. Some activities include fitness and sports activities, games for children (at family-friendly locations) and live music, among others.
  •  What are some services and offerings that are not included in the All-Inclusive Experience?
    The following are not included in the rate but can be arranged and purchased while you are at the resort  (where available)
    • Babysitting
    • Diving & Fishing
    • Gambling
    • Golf & Pro Shop Charges
    • International Cigarettes and Cigars
    • Laundry/Dry Cleaning Services
    • Motorized Watersports
    • Private Medical Service
    • Select Food and Beverage Items, such as: Bottles of Wine, Champagne or Liquor
    • Spa Services
    • Boat Tours
    • Telephone Calls
    • To-Go Box Lunches
    • Tours & Activities
    • Transportation
    • Cabana Rental & Services
  •  WHAT YOU NEED TO KNOW BEFORE BOOKING

    Marriott Bonvoy® qualifying rates booked on royaltonresorts.com are eligible to earn Points for your stay and receive Membership tier benefits. Members can add their Membership number, in the free-form comments section, at the time of booking or at the front desk during check-in.
  •  Why do I need to include the exact number of guests, including children and their ages, when booking an All-Inclusive Experience?

    • Pricing is based on the total number of guests occupying the room. To ensure you receive an accurate rate, it is important you enter the total number of adults and children during the booking process. Child pricing is based on the age of the child at the time of check-in, not at the time of booking. The hotel reserves the right, at its discretion, to modify the room rate a guest must pay for a reservation, to reflect the correct guest count, including children and their ages at the time of check-in, for such reservation.  

    • To ensure a seamless check-in experience, you may be contacted by the property concierge after your reservation is made to confirm the number of people on your reservation
  •  How can I correct my reservation if I didn´t include the correct number of guests and/or children´s ages when making my booking?

    • If you made your reservation via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices, you can easily update your booking by clicking the 'Modify or cancel reservation' button in the Marriott Bonvoy Mobile App or in the booking confirmation email you received at the time of booking.

    • Or, if you made your reservation through royaltonresorts.com,  please contact us:  royaltonresorts.com/contact 
  •  Why am I charged for additional people on my reservation?

    • The charge for each person is mandatory, as it covers the inclusions when staying at Royalton Luxury Resorts.

    • All-Inclusive stays are priced per person/per night.

    • Utilizing Marriott Bonvoy Points to secure an Award Redemption Stay reservation covers the cost of the All-Inclusive Experience for up to two people in the room. There is an additional cost for the third, fourth, or more guests in the room and are not included in the Award Redemption as form of payment   .

    • The cost for extra persons can be found in the Summary of Charges, during the booking process.
  •  What are the cancellation policies?

    • Cancellation policies are presented at the time of booking and are included in your booking confirmation. Cancellation policies are presented at the time of booking and are included in your booking confirmation. If you fail to cancel by the designated time on your booking confirmation, fees may apply and will be charged to your form of payment. Please carefully review the applicable cancellation policies of your booking.

    • For Marriott Bonvoy Award Redemption Stays:

    o The standard guarantee and cancellation policies of the All-Inclusive Resort also apply to Award Redemption Stay reservations including, without limitation: all minimum length-of-stay requirements, credit card guarantee requirements and charges for late cancellation, no-shows, and early checkout.

    o A Marriott Bonvoy points refund may be issued for a stay that is less than the number of days on the Redemption Award, but the Member must inform the All-Inclusive Resort's front desk in advance of the early check-out time in order for the Marriott Bonvoy Points refund to be returned to the Member's account.

    o If a Marriott Bonvoy Member fails to cancel a guaranteed 'Award Redemption Stay' reservation within the permitted cancellation period, the All-Inclusive Resort will charge the applicable cancellation fee to the credit card provided by the Member at the time the reservation was made. In addition, the Marriott Bonvoy Points that were redeemed will be redeposited into the Member's account.
  •  What happens if you do not arrive at the hotel for your scheduled reservation?

    • If you do not cancel and do not arrive for your reservation, you will be charged in accordance with the “No Show” penalty policy.  
  •  If I request a high floor or a specific building, will my request be accommodated?

    • Special requests are not guaranteed and are subject to availability upon arrival.

    • In order to secure a specific room location, we invite you to use our Online Room Selection tool.
  •  What age is considered a child?

    • At Royalton Resorts, there are three different tiers for children and pricing will vary according to their age:
    o Guests aged 0 to 1 years old, at the time of check-in, are considered an infant and will enjoy their stay free of charge.
    o Guests aged 2to 12 years old, at the time of check-in, are considered a child and will have child pricing. 
    o Guests aged 13 to 17 years old, at the time of check-in, are considered a teenager and will have teen pricing.   


    Please enter the correct number of children and the ages they will be at the time of check-in when making a reservation, to receive the correct pricing .
  •  Are the extra person charges the same for children, teens and adults?

    • No, pricing is based on age at the time of check-in. To receive the correct pricing when making a reservation, please enter the correct number of children and the ages they will be at the time of check-in. If the total number of guests and/or their ages are different at check-in, the rate will be adjusted to reflect the correct count and ages of each occupant.
  •  I am traveling alone. Do you have rates for a single person?
    • Yes, Royalton Resorts properties offer Single Occupancy Rates. Enter the total number of guests as ‘1’, at the start of the booking process, to see the single occupancy-based rate.
  •  Does the rate change if I have more than one person in the room? What happens if I book one adult, but arrive with two adults and one child?

    • Yes, each hotel will charge a supplemental fee based on the ages of the extra occupants. Please enter the correct number of guests and ages (if applicable), when making a reservation to view the rate based on total guests.
    To ensure a seamless check-in experience, you may be contacted by the property concierge after your reservation is made to confirm the number of people on your reservation
    Please Note the  following information for Marriott Bonvoy Award Redemption Stays:
    • At All-Inclusive by Marriott Bonvoy Resorts, the Points redeemed for an Award Redemption Stay cover the cost of the All-inclusive  package, which includes, but is not limited to, the standard room (with existing bedding), room tax, service charge, resort fee, and standard food and beverage, for up to two people.

    • Extra-person charges for the third, fourth, or more guests in the same room are at an additional price and are not included in the Award Redemption, as form of payment. These costs, as well as all other property charges, are the responsibility of the Marriott Bonvoy Member and are not included in the Award Redemption Stay.

    • Marriott Bonvoy Members must inform any All-Inclusive by Marriott Bonvoy Resort of the correct number of guests for each reservation at such All-Inclusive Resort, including any extra persons beyond the first and second guest, and the correct ages of any children for each such reservation.

    • The hotel reserves the right, at its discretion, to modify the room rate a guest must pay for a reservation to reflect the correct guest count, including children and their ages at the time of check-in, for such reservation.
  •  MARRIOTT BONVOY PROGRAM
     Do I earn Marriott Bonvoy Points if I book through royaltonresorts.com?

    • Yes, you will earn Marriott Bonvoy Points for your your qualifying room rate and other qualifying charges and qualifying charges.

    • Visit Marriott Bonvoy® All-Inclusive supplemental terms and conditions for additional information
  •  If I call Marriott Reservations, book on marriott.com, or on the Marriott Bonvoy Mobile App, is there difference from when I book on royaltonresorts.com?

    • Yes, some multi-room suites can only be booked at royaltonresorts.com due to technical requirements not yet supported directly through Marriott.com or the Marriott Bonvoy Mobile App.

    • Also, when booking through royaltonresorts.com there are some room categories and destinations that allow a fourth or fifth occupant in the room if they are a child. The Marriott.com website and Marriott Bonvoy Mobile App cannot make the determination if the fourth occupant is a child or an adult, so a fourth or fifth occupant is not allowed at all.

    • If you encounter either of these two booking conditions above, be assured that booking via the royaltonresorts.com website will ensure you get the correct price for the fourth occupant in your room and you can also book multi-room suites. Booking qualified rates on royaltonresorts.com are eligible for Marriott Bonvoy Member Benefits and Marriott Bonvoy Points; however, the booking will not appear in 'My Trips' on the Marriott Bonvoy Mobile App or on the Marriott.com website.
  •  Do I earn Marriott Bonvoy Elite Night Credit when booking through royaltonresorts.com?

    • If the reservation was booked at a qualifying rate, then yes, you will receive Elite Night Credit providing you personally paid for and stayed in the room.

    • Visit Marriott Bonvoy® All-Inclusive supplemental terms and conditions for additional information.
  •  Why does my reservation from royaltonresorts.com not appear in my Marriott Bonvoy Mobile App?

    • Only reservations made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices will display in 'My Trips'.
  •  Can I apply a Suite Night Awards to my reservation?

    • No, Suite Night Awards are not available at All-Inclusive by Marriott Bonvoy® properties.
  •  Am I able to use my Marriott Bonvoy points to pay for a stay through royaltonresorts.com?

    • No, if you would like to redeem Points for a stay, the reservation must be made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices.
  •  Can I take advantage of Cash+Points?

    ·         No, the ability to use cash and Points towards a stay is not available at All-Inclusive by Marriott Bonvoy properties.

  •  Am I able to book higher room categories with my Marriott Bonvoy Points like swin-out suites, presidential suites, chairman suites, etc?
    No, Marriott Bonvoy Points may only be redeemed for standard room categories at All-Inclusive by Marriott Bonvoy properties. Higher room categories are not eligible for Points redemption. 
  •  What status does a Marriott Bonvoy Member need to access The Exclusive Elite Areas?

    • Marriott Bonvoy Platinum Elite, Titanium Elite, and Ambassador Elite Members have access to exclusive beach and pool areas. To receive access to these areas, these Members will receive an exclusive bracelet at check-in.  
  •  Will I receive an upgrade to the Diamond Club Level if I am a Marriott Bonvoy Elite Member?

    • No, Members need to purchase Diamond Club room categories to have access to the Diamond Club level  . Note that Diamond Club™ categories are not available through redemption, only regular bookings.
  •  Can I earn and redeem Marriott Bonvoy Points when staying at Royalton Luxury Resorts properties?

    • Yes, Members will earn ten (10) base Marriott Bonvoy Points for each U.S. dollar   , or the currency equivalent, on qualifying charges that are incurred and paid for by the Member.

    • Marriott Bonvoy Award Redemption Stays must be booked directly through Marriott direct channels.  For redemption details please visit www.marriott.com/loyalty/terms/supplemental-terms/All-Inclusive.mi#redeeming
  •  Are Marriott Bonvoy Elite Member Benefits included if you book directly on Royalton Resorts websites?

    • Yes, Elite Member Benefits are included in stays that qualify, including reservations made via the Royalton Resorts Toll-free numbers and the Royalton Resorts website.
  •  Is late check out guaranteed for Marriott Bonvoy Members?

    • Late checkout is not guaranteed and is subject to availability. It can be requested on arrival and is subject to availability on the day you check out.
  •  As a Marriott Bonvoy Member, will I receive a complimentary room upgrade? When could it be guaranteed? What does "upgrade" mean?

    • Complimentary Enhanced Room Upgrade is for Gold Elite Members and higher.

    • This benefit is subject to availability on the day of arrival and is limited to the Member's personal guest room, at no additional charge.

    • Enhanced rooms may include rooms with desirable views, rooms on high floors, corner rooms, or rooms with special amenities.

    • Upgrades are subject to availability as identified by the property and cannot be guaranteed.  
  •  Will I be able to use Marriott Bonvoy Points to cover room charges or incidental charges on my folio?

    • No  , redeeming Points towards the room folio charges is not available at Royalton Luxury Resort properties.
  •  How do I add my Marriott Bonvoy Member Number to a booking?

    • If your reservation was made via the Marriott Bonvoy Mobile App, on Marriott.com or through one of the Marriott Global Reservations offices, you can locate your booking in 'My Trips' and add it to your profile.

    • If your reservation was made through royaltonresorts.com you can add your Marriott Bonvoy number to receive Marriott Bonvoy Points either by logging into the royaltonresorts.com website and including your loyalty information in your profile or by asking the front desk team to add it in your reservation at the time of check-in.  
    Please Note: Only bookings made on the Marriott Bonvoy Mobile App, the Marriott.com website or through one of the Marriott Global Reservations offices, will appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App. Bookings made through other channels, such as https://royaltonresorts.com, will NOT appear in your Marriott Bonvoy Account profile or in the Marriott Bonvoy App
  •  How long does it take for Marriott Bonvoy Points to post to my account?

    • Please allow up to 10 days following the completion of your stay for any earned Marriott Bonvoy Points to post to your account. After 10 days, please fill out the Report a Missing Stay form, if needed.
  •  What´s included with an Award Redemption Booking at an All-Inclusive by Marriott Bonvoy property?

    • Award Redemption Stays at All-Inclusive hotels cover the cost of the All-Inclusive Package for up to two guests, which includes, but is not limited to:
    o Standard Room (with existing bedding)
    o Room Tax
    o Service Charge
    o Resort Fee
    o Standard food and beverage, for up to two people
    • Extra-person charges for the third, fourth, or more guests in the room are an additional fee and are not included in the Award Redemption as form of payment. The price for extra persons can be found in the Summary of Charges during the booking process. The cost for extra guests is mandatory as it covers the inclusions when staying at an All-Inclusive by Marriott Bonvoy property.

    • Extra-person charges, as well as all other property charges, are the responsibility of the Marriott Bonvoy Member and are not included in the Award Redemption Stay.

    • Marriott Bonvoy Members must inform any All-Inclusive Resort of the correct number of guests for each reservation.

    • The hotel reserves the right, at its discretion, to modify the room rate a guest must pay for a reservation, to reflect the correct guest count, including children and their ages at the time of check-in, for such reservation.   

    • Payment must be established for any non-redemption charges at the time of check-in.
  •  Since I can only use Marriott Bonvoy Points to pay for the base stay (room for two persons), can I use Marriott gift cards to pay the extra-person charges?

    • Yes, Marriott Gift Cards can be used for payment at participating All-Inclusive by Marriott Bonvoy properties. They may be purchased at gifts.marriott.com. Marriott Gift Cards may be available for Marriott Bonvoy point redemption at Shop with Points.
    • Click here to view available options

    • While Marriott gift cards can be used for payment, a valid credit card will still need to be presented at check-in to establish credit.
  •  Do I earn Marriott Bonvoy Points when booking through a Third Party?

    • No, stays booked through a third party are ineligible for earning Points.

    • For more information, please visit: Marriott Bonvoy® supplemental terms and conditions for All-Inclusive
  •  If I am traveling with group, do I earn Marriott Bonvoy Points for my stay?

    • Rooms booked at a group rate as part of an event, meeting, conference   or organized tour      are non-qualifying rates and ineligible to receive Marriott Bonvoy Points.

    • If you are attending a convention or group meeting and are individually paying for your room, and your room was booked at a qualifying rate, you will be eligible to receive Points and Elite Night Credits for the stay, as long as your Bonvoy® number was given at check-in

    • For Marriott Bonvoy® Events, see Marriott Bonvoy Events terms and conditions.
  •  ALL-INCLUSIVE ADDITIONAL QUESTIONS
     Do All-Inclusive by Marriott Bonvoy Resorts participate in Best Rate Guarantee?

    • No. All-Inclusive by Marriott Bonvoy Resorts do not currently participate.
  •  Are guests able to add premium-level drinks at Royalton Luxury Resorts, upon check-in?
    • The brands and types of drinks vary by property. Guests who book selected room types, such as Diamond Club room categories, will receive featured brand options by property.

    • Different options of premium drinks and food that are not part of the All-Inclusive Experience, can be purchased on-property during your stay.
  •  Can I arrange tours and local experiences during my stay at a Royalton Luxury Resort?

    • Yes, during your stay you will be able to book a wide range of tours and excursions through Royalton Excursions. They will not be included in the cost of your room. Based on the location and activity, you may be able to charge the cost of these activities and tours directly to your room bill.
  •  How old do I need to be to check into a Royalton Luxury Resort?
    • Guests need to be 18 years old to check into a room.. At the Grand Lido Negril Au-Naturel, An Autograph Collection All-Inclusive Resort - Adults Only, guests must be 21 years of age to check in.
  •  Do All-Inclusive by Marriott Bonvoy Resorts accept Marriott eGift cards?
    • Yes, Marriott eGift cards are accepted at All-Inclusive by Marriott Bonvoy Resorts.
  •  What´s the dress code for the restaurants at Royalton Luxury Resorts?
    • The buffet, café, snack bars and beach grills require resort casual attire. Casual clothing includes: shorts, tank tops, sleeveless T-shirts, etc. 
    o Not Permitted: Bathing suits, wet clothes, or cut-off shirts/shorts.

    • À la carte restaurants require evening casual attire: Women — Dresses, skirts, long pants, shoes, Capri pants, elegant sandals / Men— Long pants, collared shirts, casual shoes, formal Bermuda, dress sandals
    o Not Permitted: Baseball caps, , tank tops, flip-flops, sports/camouflage shorts or sleeveless T-shirts.
  •  What can I expect in terms of entertainment and atmosphere at a Royalton Luxury Resort?

    • The All-Inclusive Experience includes lively entertainment during the day and evenings in several common areas of the resort to entertain guests of all ages. Some activities include fitness and sports activities, games for children (at family-friendly resorts) and live music, among others.
  •  What is the cost of a cabana, and can I book it prior to arrival at a Royalton Luxury Resort?

    • The cost for cabana rental and services varies per resort and per destination. To know more about prices and how to make your reservation before your arrival, please contact the property information desk.
  •  Do you provide transportation to and from the airport to/from Royalton Luxury Resorts?

    • Our friends from Nexus Tours can provide you with the transportation service from any of our Royalton destinations. Please contact them through: royalton.nexustours.com/services/
  •  Do you cater to gluten-free, vegan, or vegetarian guest at Royalton Luxury Resorts?

    • Meal offering varies per property and destination, but most restaurants at Royalton Luxury Resorts offer vegan or vegetarian options.
  •  Do you do anything special for anniversaries or special celebrations at Royalton Luxury Resorts?

    • Yes, our destination teams will be happy to assist you in organizing details for any special occasion. Please include a note or special request during the booking process.
    • For those guests booking a Diamond Club room category, the butler service includes assistance in the organization of special occasions.  
  •  How do I upgrade to the Diamond Club at a Royalton Luxury Resort and what does it include?

    • You can upgrade to the Diamond Club category by purchasing a Diamond Club room when booking your stay or purchase the upgrade at the time of check-in (based on availability).

    • The Diamond Club category includes additional benefits, such as:
    • Butler   service
    • Preferred room locations 
    • Private pool for Diamond Club guests
    • Nightly turndown service
    • Preferential reservations in à la carte restaurants 
    • Exclusive beach area with dedicated bar and waiter service 
    • Distinctive wrist bracelet  
    • Personalized check-in and checkout at the lounge
    • Diamond Club Lounge private access 
    • Selected premium drinks menu available in lounge (some restrictions apply)
    • Exclusive discounts on spa treatments and services (some restrictions apply)
   
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