General Policies & Fine Print
Check-in Policy: Deposits or credit/debit card hold authorizations are not requested at check-in. "Minimum age of 18 is required for check-in, an ID/Passport will be requested upon arrival.
Convention Policy : Groups traveling together can book this property for their stay taking advantage of group benefits such as 6th or 11th complimentary guest, Group dinner reservation, One complimentary cocktail hour with a selection of appetizers, One complimentary massage for the group leader, Complimentary room upgrades to the next category, Fruit plate and bottle of wine for the VIP, Private check-in when arriving together, Welcome sign. Applicable with Wedding Collections and Social Packages. Consult terms & conditions.
Transfer Policy: A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information: Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating7664 reviews
It has been 5 years since we last visited yet the first words from staff we recognised as we left the coach and went to reception was welcome home. That is how we felt welcomed. The staff couldn't do enough for you. The facilities in the hotel are great from room cleaning to a 24 eat drink self service area. Food temperature is checked regularly and restocking of food/ drink happens on a regular basis. No reservations required in any of the restaurant. You can check food and drink options via the Rui app or get paper ones. Food choice is plentiful and tasty. My sister in laws birthday was celebrated with a cake and song from the staff at breakfast and dinner.. The hotel also sent cake to her room and thanks to Santiago and Ĵacquim tow of the best Maitre D's she had a full bottle of prosecco on ice delivered with a chocolate basket of chocolate coated strawberries. The Coffee bar provides an excellent stop off after lunch and dinner. As always service is with a smile from wake up to head down whether maid/conciege/ wait staff or Maitre D or Management. They are there to help you enjoy your holiday and the certainly did.
Lovely holiday but hotel needs some work
Riu Palace Mexico is a medium-size hotel with a frontage onto a beautiful beach. Being a guest at either Riu Palace hotels in the area allows access to the other Rius locally - 6 in total. The Riu next door Yucatan, is where you go if you want to see howler monkeys who live in the trees there. Riu Tequila is opposite Palace Mexico and is the place for discos and the Friday night parties. The hotel has a distinctive theme and, when new, must have been spectacular. The chandeliers in reception are still impressive. We were in the "cheap seats" so our rooms were facing the hotels either side. Our first room, 1122, was on the middle floor on the left hand side facing the front of the building. The room immediately smelt musty and was dark as this side of the hotel has little direct sunlight. After a poor 1st night's sleep due to the neighbouring Wyndham Viva hotel's karaoke and disco to 2am we asked to move. Our 2nd room, 1037, faced Riu Yucatan, was much sunnier (in the afternoon) and quieter. Both rooms were very similar with the odd bathroom in the bedroom setup but the 2nd had a curtain around the bath which effectively gave privacy to whoever was in the bathroom. Rooms need a refurb, furniture was old and tatty, cracked tiles around, furred up showers and noisy old fridges. Beds were large and comfortable. Rooms have a fridge with water, beer, soft drinks and mixers and also 4 optics with Beefeater gin, Bacardi, Smirnoff vodka and Jose Cuervo tequila. Public areas are also a little tatty and some chairs and tables need replacing. Same story at the pools where there are many missing tiles, old and dilapidated beds and parasols and some questionable levels of cleanliness around the tiles in the pool probably due to people not showering before entering. Food and drinks were very good. Always plenty to eat with a vast choice in the buffets. Thursday nights are lobster nights if that's your thing. Restaurants are ok but menus are restricted and you will probably visit no more than once. Wine is palatable with choice of Sauvignon Blanc, Chardonnay, Merlot, Cab Sauv and Rose as well as the fizzy stuff. Spirits are decent if you ask for branded. Beer is good and cocktails vary depending on staff. Riu Palace Tui staff were a disappointment. We had a 24hr delay and they could not have been less interested, telling us basically to wait for the App to update us. Only really interested in flogging tours. Tui themselves knew we would be delayed during the night before we were due to leave but it still took them until c4pm to sort a hotel for Bristol guests meaning a frustrating, wasted day. Finally, a mention for the jewels in Riu's Crown - the staff. Every single member of staff we came across from reception to bars to restaurants to maids to the entertainments team was friendly and helpful. Special mention for Mary, Noe, Adele, German, Pastor, Lazaro, Tori and Christina who made our stay that much better.
Would highly recommend this place everything is amazing all the staff, entertainment team and all the food was all fantastic, was so impressed already talking about going back and taking our daughter with us.
Amazing as always!
Been staying at the rius in playacar for almost 10 years. Great times at the playacar and the Yucatán-can’t say enough. This year we were “forced” to stay at the palace because the Yucatán was a nite minimum. Same great staff and grounds. Pool bar was great. Restaurants were def a step up with the lobster and other options available every nite. Bottled beer was available as well!!! Loved the palace level so much I booked a quick trip the riu kukulcan palace in June. Everyone has their favorites-the riu chain is mine!
Anniversary May 2023
Hotel is absolutely stunning, the grounds are beautiful! I would have given this hotel a 5* but unfortunately we had an issue in the beginning. Upon arrival (after a terrible flight and 2.5hrs getting through boarder control!) We get to our room, the shower didn't work, we had twin beds (we emailed the hotel in advance to advise it was our anniversary & honeymoon) so didn't expect twin beds! Couldn't get moved into a new room until 4 days later which was gutting. They then cancelled our room due to our bags not being packed by 12 noon (no one told us this) However, in the end they put us in a new room the following day, with a wonderful view of the garden fountains & large king bed! Food was absolutely wonderful, best food we've had at an all-inclusive. I've also stayed at the Tequila & Yucatan next door but the Palace is definitely the best one! Special shout out to the hard working restaurant & bar staff, Pastor and Henrry thank you so much for waiting on us poolside! You're both amazing! The RIU entertainment team also work so hard, Tori you gave us so many laughs! Although we had issues in the beginning, they rectified it in the end. I'd definitely return, staff are so kind and can't do enough for you. Thank you for a wonderful holiday!