Cancún, Quintana Roo — Royalton Splash Riviera Cancún has reported occupancy rates exceeding 70% during the first half of 2026, bucking a broader slowdown in the region’s hotel sector. The company is moving forward with expansion plans and integrating artificial intelligence to enhance guest experiences.
General Director Francisco Avalos Portillo acknowledged challenges from a pullback in key markets such as the United States but said the hotel chain has managed to sustain its business levels. “We have faced some hurdles due to the contraction of certain markets, but fortunately we have been able to move forward,” he said.
The company recently opened a new hotel in Barbados and plans to add two more properties in Cancún. One will come from the acquisition of the Westin, and the other will be the launch of its new brand, Royalton Vessence Cancún, scheduled for 2027.
Avalos Portillo expressed confidence in the destination, noting that the company has built strong customer loyalty. “The company is very clear that this destination still has a lot to offer. Fortunately, it is a very resilient destination, and by taking care of the market, our clients, and the environment, we have been able to create loyalty, which is reflected in our occupancy rates,” he said.
After 15 years of operations, Royalton is undergoing a technological revolution, implementing new operating and computing systems across all its hotels. The chain has introduced an AI assistant named “Reily” at three of its Cancún properties. “We believe this is cutting-edge, and our clients are used to it in their daily lives. We have to keep up with these trends so we don’t fall behind,” Avalos Portillo explained.
He emphasized that AI is a tool to improve service quality, not replace staff. “The warmth of our people will never change,” he said, adding that Mexico has always been recognized for its attentive service in the tourism industry. New technologies will help deliver better service, but the human touch remains what guests seek when visiting the Mexican Caribbean.
