Riu Lupita - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5131 reviews

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  Dishonest Front desk employee(s)

  I was my third visit at the Lupita in one year but this time my stay was not as pleasant as before because of dishonest front desk staff. Everything else was good from the entrainment team, my chamber maid and all the servers

  Dec 24, 2025
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  Dissapointing demotivated staff.

  Stayed here for 18 nights our second visit . We were dissapointed with several things. The Animation team seem to be going through the motions ping pong morning noon and night. Six tots on the stage at 8.30 pm for an hour singing kids songs and watching cartoons the whole hotel held to ransom. The reception staff very abrupt costs nothing to smile. Also beware the place is full of rude French Canadians who refuse to integrate with anyone else.They have there own animation team. Don't go if you have a bad back the shuttle bus will finish you off going to the beach. The bar staff apart from Blanca don't ask what you would like they just nod at you in an aggressive way. The place is running wick with long tail animals they literally jump on tables to get at your drinks/ food. Dozens of them.

  Dec 23, 2025
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  Service and staff attitude needs improvement

  I booked Riu Lupita last minute, and knowing it’s a budget-class property, I adjusted my expectations accordingly. Overall, the stay has been fine so far in terms of the basics: the resort is clean, the grounds are pleasant, and the food is acceptable for the category. However, there is one major issue that significantly detracts from the experience: staff training and service consistency. The lack of a uniform service standard is very noticeable. Politeness, attentiveness, and willingness to help seem to depend entirely on the individual staff member mood rather than being an expected norm. The front desk and main bar staff have generally been good, but the buffet staff experience has been consistently poor, and this is based on patterns observed over multiple days, not isolated incidents. I am currently on my third day at the resort. Also, the buffet is the main restaurant there. At the buffet, I have repeatedly sat through entire meals - sometimes close to an hour, without anyone offering water or asking if I’d like a drink-even water. On one occasion, I noticed staff carrying a tray of drinks and briefly thought, “Oh, they do serve drinks here,” but that turned out to be the exception rather than the rule. Like I asked for water during dinner and never received one. One incident there stood out in particular: At the coffee machine, another guest and I were waiting our turn while a waiter was making coffee for someone else. A waitress then approached him and asked him to make coffee for her guests-despite clearly seeing two guests already waiting. He proceeded to serve both his guest and hers first. After that, the only functioning coffee machine broke. When I asked the same waiter if I could get a cup of coffee for my table, I was simply told the machine was broken. I also noticed what appeared to be a manager doing rounds in the buffet area, but the focus seemed to be solely on food checks rather than observing how staff were interacting with guests - or, more accurately, not interacting. This is disappointing because staff attitude and service quality are often the easiest and least costly areas to improve, and yet they have the biggest impact on guest experience. Right now, poor service is actively tarnishing what could otherwise be a solid stay for this class of resort. Riu Lupita would benefit greatly from investing in better staff training, clearer service expectations, and basic hospitality standards. As it stands, the inconsistency and lack of attentiveness are simply not acceptable.

  Dec 21, 2025
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  Excellent 10 day holiday at RIU Lupita

  Just returned yesterday from 10 days at RIU Lupita, everything from check-in to check-out and everything in between was excellent, the staff are unbelievable, I’m not sure I’ve come across a nicer, friendlier or more hard working bunch of people. They really did go above and beyond to ensure everyone enjoyed their stay. It’s hard to actually pick any particular person or group out, but I’d maybe say the entertainment team just edged it, mainly because you see them most throughout the day and their job must be so difficult but they clearly love what they do. The food and restaurants were great plenty of options all round, and themed nights too in the main restaurant. The pools were all clean and nice sizes with an adults only pool for those needing that. The room was a nice size with a mini bar fridge and always cleaned everyday. The hotel grounds are stunning, so much lovely wildlife and trees, bushes, plants, all maintained perfectly which is so lovely and relaxing to be around. None of the animals bother you at all, just don’t feed them which is exactly what they tell you at check in, so anyone complaining clearly hasn’t listened to what they were told. There is a beach bar, pool and plenty of sun beds down there, it is walking distance about 30/40 mins, but if that’s too far there is a bus every 30 mins, which runs all day. Please give this hotel a go, it really is worth every penny.

  Dec 20, 2025
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  Great value for money

  I recommend this hotel, its a lot cheaper than Riu Palace Mexico, where we stayed last time but the holiday was still very good. OK not on beach, the free shuttle, every half hr, you can set your watch to, friendly drivers, watch if anyone running for bus and wait, great if its a downpour! Rooms a bit old fashioned but so was the Palace. Very clean, plenty storage, bed was hard but I put 2 thick blankets under base sheet and it made it comfy for me. Shower gel in shower, good water pressure, always ae to control heat. Hand wash, hairdryer, plenty of towels, refreshed regularly. Buffet meals very good, fresh fruits, great choices, something for everyone. Mexican restraunt, disappointing, no atmosphere, lighting too bright, clearing away around you, felt rushed, food ok. The Italian, better choice of foods, main course arrived while still eating starter! Never got up early enough to book steak house. Plenty sunbeds around pool and at beach, palm trees are the only shade but as the sun moves around, so can you, lovely experience down by the sea. Plenty of games to participate in if you want. Entertainment staff always happy, friendly, speak all languages. Reception staff very helpful, our door lock broke and they sorted it within the day. We would definitely stay here again if we ever come to Playa Del Carmen. Thank you to all the staff.

  Dec 17, 2025