Riu Palace Kukulkan Adults Only - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1611 reviews

• 

  Christmas 2025

  Fantastic stay. The staff, pools, restaurants were all 5 star. Brenda, one of the managers, is by far the nicest person there. We will definitely return.

  Dec 26, 2025
• 

  Hotel Riu Party Kukulkan - a great disappointment

  Pros: Bedrooms were modern and nice. No issues with the noise level outside the room. No issues with the AC. Xmas dinner = huge range of food Friendly staff (servers) Clean Beautiful beach Negatives: Advertise yourself as a party hotel!!!!! I wanted a relaxing break. It felt like an 18-30 club hotel (a party hotel). Signage all over the hotel about RIU party. The pools were overcrowded, saw somebody throw up in pool 2 (bar pool). There were no quiet pools (apart from the Elite Club pool). So I paid over $2000 but do not get to have a quiet pool. Witnessed two different near fights, one of which woke me up as the guys started shoving each other around my sunbed. The staff have had no training in dealing with this as they stood and watched all this unfold. There seems to be no moderation on drinks given out to customers. One guy could hardly walk but was still able to order more drinks. If this was a pub/bar, they would be told to leave. The rooms: Only 1 outlet in the bedroom. I had asked for an extension cord - I was told "no". I was told by reception that most hotels in Mexico have the same situation. I had stayed now at 4 different hotels, and this was the first that had this challenge. This is a brand new hotel also! The bathtub in the room was great, however there was no soap. If you wished to have a bath instead of a shower, you would have to get into the bathtub, then leave, then go to the shower to get the soap attached to the wall, then back into the bath you go. When I raised my issues with customer services, I was told to write an email!!! Surely the person listening to me could have quite easily dealt with the issue then and there, or passed on my concerns to their manager. I wasn't even asked for my room number when I raised the issue. The food: Great range of food, but had massive stomach cramps throughout my stay. I am sure the hotel will respond in the comments stating that it is because I am in Mexico (different bacteria)... This is my 4th trip to Mexico at an all inclusive, and had no issues prior. The check-in: Got a glass of champagne. Felt the hotel cold (not temperature) but atmosphere. It felt that I was just a number rather than customer. I was tired off my flight, and had to sit and listen to the receptionist try and up-sale me a more expensive room. This hotel has the physical infrastructure to be a 5-star hotel. It is extremely clean. However the above in my opinion makes it far inferior to rival hotels like Haven Riviera, which I spent the same $$, but I was treated like an important guest at a 5-star hotel. This hotel made me feel important. Hotel managers constantly asking if things were okay etc, acting on feedback immediately and so forth.

  Dec 26, 2025
• 

  Overall Great experience for 1st time in Cancun

  This was my first time to Cancun and first time at an All-Inclusive resort. We arrived around 1 pm and were given our wrist bands so we could go have lunch, etc. while waiting for our room. Unfortunately, it was around 5 pm or later by the time we got our room. That didn’t start the trip off well as I kept asking the front desk when can we get into our room? They apparently “should have” offered us a room to change into swimwear or other clothes but they didn’t so that really killed our happiness as we felt a day was wasted sitting in the lobby for hours. Once in the room, great view straight ahead to the ocean. The buffet was awesome and better than any cruise ships (I have been on 6) . We really loved the steakhouse and went once to the Italian restaurant. Staff around the resort is very responsive. Oddly I had to call a few times for towels and face cloths as the seem to forget the basics? Beach chair attendants were great. Pool normally had activities but Nothing during a mid-day party at another resort (Friday afternoon?). Some entertainment in evening - like a Michael Jackson impersonator which everyone enjoyed. Despite a few glitches it is a beautiful resort and we intend to come back.

  Dec 25, 2025
• 

  Outstanding service!

  Would like to thank Armando Torres for the amazing and special way he made us feel during our dinner at La Casa de la Flores restaurant. Also all Riu staff for going above and beyond making sure our honey moon was unforgettable, will definitely recommend and come back to Riu properties!

  Dec 23, 2025
• 

  enjoy life

  Spent 10 day's at this resort enjoy every day, this was are fourth time here since they open. Stayed in the elite section, we like the added benefits making are own reservations and enjoying the special pool area. Since the last time there they added stairs into the elite pool. I had mention this to there operations manager each time we were there hard for elder people to climb ladder. The restaurant all are very good, A Special shout out to Tony at Crystal and Karen at the elite club restaurant. A Big shout out to the Lifeguards for helping us into an out of the ocean, getting old. Looking forward to our next trip there. One of the many things we like about this resort everything is close by, from the lobby to the pools is less then a hundred yards.

  Dec 15, 2025