Riu Palace Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8773 reviews

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  Worst customer service ever experienced!

  Sadly this was the worst vacation to Mexico I have ever had. I have traveled to Mexico over 25 times, primarily to the Yucatán Peninsula, Riviera Maya area. This resort had the most terrible customer service I have ever experienced! It started from the minute we landed in Cancun, where I was told in my reservation, we had airport transfers included. When the RIU representative could not find our name he explained we would need to take a taxi to the resort and the resort would refund our taxi fare. At check in the receptionist had terrible to no communication with us. He said I would need to resolve my transfer issue with guest services and would barely look me in the eye or answer my questions. I decided I would resolve the issue after we got settled in our rooms. The rooms are another story. We had 3, as I traveled with my adult children. Two of them on the ground floor were very damp and musty smelling. They were much smaller than expected for suites. No private bathroom area. We actually got locked out of our room one night as the lock malfunctioned. We went twice to reception to reprogram our keys. When we realized this was not the issue, it was a lock malfunction. Reception made excuses and dismissals but finally agreed to send a technician to fix it. After being locked out of our room for nearly 2 hours!! A tech finally arrived to replace our lock. This was inexcusable! We are lucky we were with a group to wait in another room. What resort allows you to be locked out of your room for any period of time?!? We also found out this happened to other guests during our stay. Another issue was WiFi. It was very difficult to access. We did not have any success accessing it our first day - For all 5 people in 3 separate rooms. Finally on our second day right before I was going to go to the front desk to complain AGAIN, we were finally able to get on. The food was ok. I will give credit to the buffet. As my extensive travel to Mexico has exposed me to several resort buffets, this one had a lot of options and the food overall was edible. Japanese restaurant was good. Their fancy restaurant was not good. Steak & lamb were tough, overcooked, and terrible tasting. The lobster was also very tough and rubbery. Room service is the worst I have ever experienced at a resort. Bare minimum of a couple sandwiches and salads. Bars also have limited options and no top shelf liquors. The 24 hour bar should not be considered a “bar” as it is a room with 5 bottles of booze that is help yourself. What a joke. The beach is nice, but I recommend you stay at any other neighboring resort other than a RIU to experience it. The spa was ok. Very small, limited options. But staff are pleasant and good at their jobs. Back to the transfer issue. When I did go to guest services to resolve it, I again got excuses and deflections. They said I did not have a reservation, and said I needed to deal with someone else who had left for the day at 2pm?? After going rounds with this woman with her excuses and saying it was my problem, I asked to speak to a supervisor/manager. After waiting several minutes for the “supervisor” to emerge from his office, he continued to be rude and blamed me for not reading the fine print in my terms & conditions to arrange for a transfer. In all my life of traveling I have never experienced such terrible behavior from staff at a resort. Who blames the customer and offers no help in resolving an issue. They refused to refund my initial taxi ride and I was told I would have to take a taxi to return to the airport even when it says in my reservation - my airport transfer is included. In the Riviera Maya I have stayed at Valentin Imperial, Moon Palace, The Royal Hideaway, Barcelo Maya Palace, Azul Beach Resort, The Hard Rock at Riviera Maya. These are all great resorts with top notch service and do all they can to help make your stay wonderful. Anyone who gives this resort a rating of anything above 3 stars has never stayed at a true luxury 4 or 5 star resort!! Again the absolute WORST customer service I have ever experienced!! Avoid this resort at all possible.

  Dec 22, 2025
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  Terrible experience!! DO NOT STAY HERE!!

  Terrible experience!! Do not stay here!! Everything was horrible from the moment we arrived. Management did nothing to fix it!

  Dec 20, 2025
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  Best all inclusive resort

  Just returned from a week @ Riu Palace Mexico. It was such a great place that I will not need to search for any other all inclusive resort for my vacation than RPM. Location: in Playacar, close to Playa Del Carmen, in what seems like gated area ( other Riu's and other resorts), so I feel safe. There is bike path/sidewalk that you can walk/run, and lots of tourists use to do jogging or walking @ night , no issue @ all. If I have time @ next visit, would rent a bike to do biking along the path there is a small market 5 mins walk, convenient Beach is SUPERB, no seaweed, beautiful soft sand Service: excellent from room attendants to waitstaff @ restaurants and buffet. Everyone work so hard for you, (they all deserve some tips, if you can). Front desk staff /guest services resolve any problems promptly Food: Buffet is delicious, plenty of seafood, the best from all the places I have been. Ability to walk in restaurants without reservation is appreciated, They are all good ( though I did not try the Japanese one). Service is fast and again, very nice Kudos to the servers of buffet , they are practically running to set the tables, get you the drinks etc.. Room: large room, w/ large balcony. Very comfy bed, sofa, Animation: etensive program to keep you busy if you want Pools: several pools, so not feel crowded Beach chairs and Pool chairs are plentiful, and comfortable, really not need to save early in the morning Overall, a wonderful week

  Dec 13, 2025
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  Enjoyed are time

  Location is perfect. The hotel is good The food not that great. The staff are the best. Very close to Playa Del Carmen. Beds are old and rigid. Needs renovation but still nice. The price was reasonable.

  Dec 12, 2025
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  Yes! Hotel RUI Palace was A+

  Everyone had a great time, we were a group of 9, Grandparents, grown kids and 3 grandchildren. It was hard, as expected to be seated together for dinner and then service was very slow. It definitely worked better for us to eat at the buffet. It was very clean everywhere and the employees were all kind and helpful. We , the Grandparents, don’t drink and it would be nice to have a price break for that. At times the music in the pool area was too loud and we would have enjoyed an area that was more quiet. That said, the grandkids loved the foam party and volleyball.

  Dec 06, 2025