Riu Palace Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8769 reviews

• 

  Yes and no

  Absolutely perfect location. 30minute slow walk to Playa Del Carmen, 2 minute walk to Playacar shopping centre and other RIU hotels (which you can access for free) within 2minutes walk. Very laid back quiet atmosphere, which is perfect in daytime but does get very tedious at night as entertainment was at best very average. Room was spacious and exceptionally clean, we did move room on second day as we had two double beds pushed together where we were supposed to have a King, we asked reception and were moved the following day. Staff are all amazing, super friendly, extremely helpful and make you feel more than welcome. Jorge on Concierge often went out of his way to speak to us so give that man a raise because honestly hes such a genuine guy. A few things stopped me putting 5 stars... Firstly the bars close at midnight, then by 1am the staff turn all the lights off in lobby bar despite people sitting in them enjoying a drink, not only is this super dangerous but for a 5 star hotel, pretty rude. Yes you can go to the RIU Tequila or Yucatan but the brands of drinks are much lower quality and they should really have a purple wrist band bar ir at least offer same levels of drinks to those 'Premium' guests. The Palace does have a 24hour lounge but its unmanned snd honestly has absolutely no atmosphere. I drink Premium Tequila mostly but the drinks in the optics are very basic, whereas RIU Tequila have a proper staffed sports bar. White and Neon party are a must visit! Brilliant atmosphere and RIU do such a good job of making it a perfect party, again the drinks are unbranded and we really felt that the Purple Wristband doesn't actually get you anything extra despite the hotel being one of the most expensive! Food is some of the best weve has after 5 Mexico visits, my wife has severe fish allergy but most the restaurant menus are fish based and left her very limited.. other hotels in previous visits have catered to her needs more and would cook in a clean pan, so that was a little disappointing. Beach and pool areas spotless, glorious sunshine, overall a beautiful hotel. So yes, 4stars, a few tweaks and could easily be 5. Closed for renovation soon so hoping they take some of these points on board

  Dec 02, 2025
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  Honest review

  start of our 2 week stay went well, Manuel the doorman welcomed us as return guests with the words welcome home which was a lovely gesture, the first few nights in the lobby bar were hit and miss, at one point Actually Had to ask for extra alcohol in my drink as could only taste the mixer. I may be female but as a former manager of a club, I know when there's alcohol in my drink. And to make matters worse my husband who is on anti coagulates managed to lean forward in his seat and rip his shirt on a sharp edge on the window ledge which could of been catastrophic Had he have caught his body. All in all not a good experience. Reported to Tui rep and was promptly put right,. Although no member of management came to offer apology which would of been considered common curtesy under the circumstances Second week, Monday went for breakfast at 8am and cooked food was either dried up or non existent. Not a good first impression for new comers. Was refreshed at 8.30 should have been monitored more carefully . Italian restaurant Totally disorganised, lasagne came out luke warm and had to be sent back still hadn't arrived when I'd finished my meal, tiramaso was dreadful, I've had better soggy weetabix , for what is classed as an Italian restaurant 2 things they shouldn't get wrong are lasagne and tiramaso , the restaurant was extremely loud due to a large table of Americans who needed to shout above each other, and definitely not conducive to a romantic dinner. Would not recommend. This hotel does not deserve it's palace status the only saving grace are it's staff who are polite friendly. And efficient. Shout out to Rigo, Manuel, Omar, Luis in lobby bar and Pastor at the pool also Edward in buffet restaurant who's service was exceptional. Although Raul in steak house seriously needs to slow down before he has a coronary as he practically threw our crab cakes at us with the words "crab cakes". Much to the amusement of table next to us. Thank god Soup wasn't on menu or I would of been wearing it. This hotel desperately needs updating as tiles loose in lift, trimmings are sharp, and in this day and age when lots of people drink non alcoholic drinks, they have no non alcoholic spirit choices, only non alcoholic drink is 1 beer and fruit juice which are full of sugar, so not much good if your diabetic. Even with these hiccups we enjoyed our stay and will return, as understand its getting a much needed refurb.

  Nov 29, 2025
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  Second visit in Paradise !

  Visited this resort for the second time in 18 months. Perfectly clean resort where the staff can t do enough to make your stay memorable. Hallways are loud and noise could irritate mild sleepers. À la Cartes a little subpar to what they were in March 2024 ( Japanese would be the worst on this matter), maybe because it was low season. But overall a nice experience I enjoyed and will repeat.

  Nov 28, 2025
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  Adults only.........Or couples only?

  I am in the fourth day of an eight day stay here and cannot wait to go home. This used to be my favorite hotel in the world, but it slipped dramatically since the former manager left. I booked solo last December and requested a top floor room. When I arrived, I was told by Paolo ( at the desk) that I most certainly would have a tip floor room. He asked me to go to lunch and return in 40 minutes. When I returned two hours later, I was met by Karen ( a real Karen), who gave me a key to a dark, dingy ground floor room. When I asked for a top floor room, Karen said, "Those are better and nicer rooms, and they are for couples only, NOT YOU!" I had to beg, and it was demeaning, but I was assigned a top floor room. It was nothing special. My birthday was on Wednesday, and I came here, because I've lost a lot of family members. In previous years, I'd come here on my birthday to ease the pain a bit, and it really helped Not this year. I just feel worse. On Wednesday afternoon at 3, I was in my room and was quietly tearful and missing my family members. The supervisor of the cleaning staff came into my room laughed at me and threw a couple of balloons on my bed. I told her to leave. The morning after I arrived, I spoke to Paolo at the desk, and he said "The top floor rooms are better and nicer, and they are for couples and NOT YOU!" Really? Yesterday the hotel manager came and found me. ( My name isn't Karen). She just made excuses for her staff. In the afternoon, my room was decorated nicely, but it was too late and wasn't my birthday. Oh, and I've been rushed out of each restaurant for each meal. I was in the buffet on Tuesday when the waiter (Eduardo) grabbed my plate while I was still eating! This hotel isn't adults only yet, but it will be next year. Just be careful if you book ( and I will never again stay here). If you are here solo and are enjoying a meal, don't be surprised if when a couple approaches your chair is pulled out from under you - especially if they are big tippers!

  Nov 14, 2025
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  Superb Hotel

  We visited this hotel in early October for two weeks as part of a family holiday. This hotel is fantastic, the food is unbelievable with great al la carte restaurants which are free to visit everyday. The drinks are premium and served quickly both in the bars and around the poolside. The staff in the hotel are very friendly and it feels like they actually want to work from concierge to the management team first class service. In most hotels there are usually something that lets the hotel down, towels not sent to the room or bottled water not delivered, this hotel is exceptional no issues or problems during out two week stay. In my opinion the service at this hotel should be the blue print for all hotels. We enjoyed it so much we will return next year after the refurbishment.

  Oct 28, 2025