The hotel is overall good but their customer service is basic
the very first day we arrived, we were given a dirty room with sand all over the floor, with hair in the bed, stains on the pillows and a dirty toilet. It was filthy and I was shocked given how much people praise the cleanliness. I have pictured attached for visual understanding. Considering we were expecting a honeymoon suite with their specific vouchers which made the stay more special we weren’t even treated like typical guests who weren’t on their honeymoon.
Their staff does not communicate at all. I got 3 calls in the morning to check out even though we requested and 3 staff confirmed the late check out. However, no one placed it in their system that it was confirmed despite our honeymoon bonus. Then on the day of they told us we had to be out by 11 otherwise they would charge us per hour for the room…. At the end of explaining everything he gave me 1 extra hour which is ridiculous since we were promised something else. We had come for our honeymoon and expected a relaxing and helpful stay but instead the staff just wanted to kick us out since it was our last day. Seems like they didn’t care anymore since our time was up.
Not only did we have the honeymoon bonus in our package but there was none of the items listed in the room as promised.
I regret booking with this hotel & will likely not purchase their stay again. There are a number of hotels in the area which would probably be much better and don’t be fooled by the grand look.
starstar Lubaina Mohamedali
Excelente a pie de playa, no se permite el ingreso a los huéspedes de RIU Yucatán o RIU Tequila
starstarstarstarstar Edgar Palacios
Esta cadena de hoteles nunca defrauda en la comida y el servicio al cliente, siempre personas super amables y con la mejor actitud. Más que recomendable siempre!!
starstarstarstarstar Den Celis
Estuvimos alojados 12 días y la experiencia fué fantástica. La comida del buffet era muy variada y buena y el acceso directo a la playa una maravilla. De la habitación, destacamos la comodidad del colchón y las almohadas, aunque nos hubiese gustado que el baño estuviese totalmente separado. También queremos destacar la atención exquisita que nos dió el señor Germán en el bar piscina. Estaba siempre muy activo y atento a nosotros, nos preparaba cócteles especiales buenísimos y era muy agradable. Un trabajador 10!
starstarstarstarstar S S
Definitivamente una excelente opción para vacacionar con amigos, familia o pareja. El Hotel es enorme, las amenidades son muy buenas, las habitaciones cómodas, lo buffets son deliciosos, la variedad de restaurantes, bares, albercas, la playa muy limpia. En tiempos de covid todo está muy cuidado. Nos tocó norte un día y recogieron todo, prohibieron las saludas a la playa y zonas de alberca, pero fuera de eso, la estancia fue muy satisfactoria.
starstarstarstarstar Alan Castillo
My husbandgot tainted alcohol; he almost died. The first day everything was great service rooms, once he went to the bar 2 hours later, he was supper dizzy, shivering sweating cold. It was terrible....and he normallycan drink alcohol this never happened before, andit was not covid bcz we got vaccines, and also we covid test before and after we left the hotel. Terrible experience. If you go, don't drink at all.
star Diane Marquez
Had a great vacation here. Amazing food. Employees were quick to help us with everything. Amazing grounds. Beautiful beach. The bathtub in the middle of the room is slightly odd but it wasn't horrible..just in the way. We will return!
starstarstarstarstar Jennifer Foster
We are staying at a neighboring Riu Playacar hotel and today Dec. 16, 2021 we walked through the beach to visit our friends at Riu Palace. We agreed to meet them at the lobby. The guy working by the front door was so rude, made a SCENE that we aren't allowed to be there because we aren't staying there. It was really unnecessary because he didn't even ask us anything he just started acting rude! What a horrible unwelcoming place. PALACE OF RUDENESS. Btw when we were booking Riu hotel we were told we are allowed to walk around all Riu properties. Our friends couldn't believe we were kicked out for no reason by some crazy guy working front door at Riu Palace . So far this guyis the only bad thing about our vacation.
star Yulie Tokes
I would recommend this hotel to anyone and everyone. It really felt like staying in paradise. The hotel is gorgeous and well kept, the staff is friendly and super helpful, and the food is absolutely delicious. Every person we met at the pools or at the beach was incredibly nice and we made so many international friends with the staff and other vacationers. Not to mention the area felt safe and just a five minute walk down the road was a nice little shopping center where I did all my Christmas shopping! We got to go on a beautiful excursion to Tulum, swimming through a sinkhole, and snorkeling in a lagoon, which was all set up by the hotel and we didn't have to worry about a thing. This resort is perfect for families, young adults, and older people alike. We loved it! :)
starstarstarstarstar Zarya Juliette
un hotel con todas las comodidades y uno de los pocos hoteles a los que he ido con buena variedad de restaurantes espectacular hall de ingreso y las piezas muy lindas , super limpio y buena atención
starstarstarstarstar Federico Ayraudo
Tiene cosas a mejorar pero un excelente hotel. All inclusive.
starstarstarstar Xavier Gomez
We had our annual girls trip here and we were thrilled!The staff are beyond accommodating and incredibly professional!The shows were entertaining, the beach was clean, there were several affordable activities and free events too!There is also a little Mercado close by if you don’t want to “offline” shop from your beach lounger.We will happily return.
starstarstarstarstar Hannah Barwick
Me encantan los hoteles Riu! Previamente me había hospedado en Riu Palace México y en esta ocasión en Palace Riviera Maya, ambos excelentes! Realice la reservación por su página de internet y conseguí un precio bastante accesible; desde que llegamos la atención fue muy buena, la habitación bastante confortable, la comida rica y variada (principalmente el restaurante mediterráneo), la playa limpia y sin sargazo, el espacio del gimnasio y la piscina con agua caliente y techada super recomendados. Nos encontramos un coatí (todo bonito). En cuanto a las medidas de seguridad por Covid, todo el personal usa el cubrebocas y la distancia, en los restaurantes y el bar te piden usarlo al ingresar, sin embargo en los espacios compartidos con los otros huéspedes nadie lo usa 😵💫
starstarstarstarstar Ruby Hernandez Sanchez
Excelente, ótima comida, atendimento personalizado, shows muito bom
starstarstarstarstar Eduardo Alves Da Cunha
This was an excellent resort! No complaints. The best part was how they had implemented amazing hygiene protocols given the pandemic. We felt safe and had a blast. Beach was perfect, drinks were perfect and staff was beyond perfect. Thank you Riu Palace team.
starstarstarstarstar Miguel Morales
Todo increíble, pero por sobre todo, la atención destacable.. comida excelente y la playa a solo pasos.. show entretenidos y habitaciones muy limpias y con todo lo necesario para pasarlo 👍🏼
starstarstarstarstar Christian Schuler Aldunate
Ficamos 15 dias no hotel, simplesmente fantástico. Equipe extremamente atenciosa e prestativa, equipe de entretenimento super animados, limpeza e manutenção do hotel ótimos. Valeu a pena. Conhecemos quase todos os restaurantes do hotel, os melhores foram o steak house e o Italiano. O buffet international também era ótimo e tinha mil opções.
starstarstarstarstar Renata Di Bonito
I can't say more about this place than amazing! The staff is 100% the best! They take very good care of you and all your needs. The place is very clean, and they work at it all day long. The rooms were very nice and very clean. The beds were very comfortable to me. We only ate at the buffet the 7 days we were there. Some of the food was amazing, some not so good. But I guarantee it has something for everyone. I will stay again, and would recommend this place to others.
starstarstarstarstar B Lemke
Um dos melhores hotéis do grupo Riu Hotéis, muito lindo! Parece l Tahal Mexicano, a comida é bem gostosa, os doces podem ser bem decepcionantes para Brasileiros, uma vez que nossos doces são incríveis, os quartos são super confortáveis e espaçosos! Vale muito a pena pelo all inclusive, pois o serviço dos funcionários é impecável, todos muito atenciosos! Está sendo um paraíso a minha estadia aqui!
starstarstarstarstar Darwin Souza
My husband and I had an enjoyable stay in early September. He praised the quality service of the servers in most of the food outlet . Special commendation on Carlos, Antonio and Anna. They are super friendly, professional and efficient.The common areas of the hotel is impeccably clean . Cleaners start to clean the garden and pool area at 7 am in the morning . You barely see any fallen leaves on the ground .The hotel could do better for any contingency. There was a “weird” alarm rang at 2am. Most of the residents went to the corridor and checked what happened . The management should notify the residents what happened pro-actively . At least leaving a note next morning to rest assure the residents .
starstarstarstarstar Hohofoofoo
I am currently on my second visit to Riu Palace Riviera Maya in 7 months. This is also my second review and I will touch on few things that can get misconstrued.
1. Beach vendors...there are quite a few of them trying to sell you items. That’s seems to be the case wherever you go in Mexico. They are not demanding or rude. It’s a way for them to get money. As an African American, they assumed I smoke marijuana and asked if I wanted to buy some. I said “No Thank You.” and that was all. Tourist come here to PARTY so why would ANYONE be so insulted or surprised? One would have to expect an encounter like this. Just say “No Thank You.” and enjoy the rest of your vacation!
2. Rooms...I have yet to see an outdated room. From my understanding ALL rooms were remodeled in 2019. Now the rooms did have a little wear and tear but I expected that being that this is a popular resort that houses 1000’s of guest. Unless you had an unfortunate event (broken toilet, cracked shower door, etc) or the type of person that searches a room for its imperfections, you will enjoy the rooms. The beds were average and the rest of the room was nice. I would recommend you upgrade to an ocean view...definitely worth it.
3. Food...breakfast was very good. There are a lot of options for picky eaters. I Love the fresh fruit. Lunch buffet...average. Typical American food (burgers, hot dogs and fries) along with fish, chicken, fajitas and multiple salad options. Probably my least favorite dining option but I the best of it. Dinner...the Steakhouse is the best. Japanese restaurant had good sushi by average entree’s. Italian was ok.
4. The staff is SPECTACULAR. The grounds are manicured to perfection. The best spot are the lounge chairs on the beach. It’s so relaxing and peaceful. Please do not be discouraged by others negative reviews unless it was something more personal. Is this a 5 star resort, No. But it’s definitely a 4 Star. Please feel free to reach out to me if you have questions.
starstarstarstarstar Derrick Woods
Péssima experiência! Não recomendo a ninguém, os funcionários mais mal educados e despreparados que já vi.Vou escrever a história completa mais tarde, mas pensem bem antes de considerar esse hotel, estou sendo lesado de todas as maneiras por essa empresa.
star Rodolfo Polloni
This was a great quick getaway spot. The staff were all amazing. The property is beautiful and very well maintained. You saw them cleaning and painting and fixing all day long. The rooms were a great size, bright, modern, and very clean. The pools are spectacular and there's plenty of activities if you wanted to do anything. And they were serious about hand sanitizing everywhere. Would definitely go back. Not a 5 star because the food and drinks were just ok.
starstarstarstar Lana Hunter
One of my best stays! A big shout out to Rosario and Michelle and Carlos for the best attention and service. The staff was the best I have experience at an all inclusive vary attentive everyone. Great food I highly recommend the steak house and krystal restaurant. I highly recommend this place. The room was comfortable. Great experience
starstarstarstarstar caroline searls
Probar restaurantes Italiano, Japonés y fusión(cristal, los postres son de allí) probar los platillos con foei gras, fueron los mejores. La playa está perrisima.
starstarstarstarstar Yamil Ramirez
Excelente lugar. Súper limpio las atenciones fenomenal la comida excelente mi estadía fueron las mejores. Rosario muy amable y muy profesional. En el bar Víctor excelente y muy amable. En la cocina Carlos y Jorge excelente en sentido general nos encanto todo espero volver algún día otra vez. Gracias por todo 😊
starstarstarstarstar Mariel Rodríguez
Tudo perfeito não fosse o fato de chegar na piscina na primeira hora da manhã e ver praticamente todas as cadeiras reservadas. No mínimo estranho, já que a maioria dos hóspedes sequer está ali. Tem que fazer reserva antecipada e pagar? Decepcionante !!!!
starstarstarstar Adélia Carissimi
Me encanto la estancia en este hotel todo el personal es muy amable y atento. El hotel se encuentra ubicado dentro de Playacar a 20 minutos caminando a la 5ta avenida.El hotel es muy bonito y las habitaciones son muy amplias y cómodas. La parte central del hotel es como la plaza de un pueblo donde puedes caminar y encontrar de vez en cuando alguna iguana.Le pongo 4 estrellas porque le hace falta un servicio de préstamo o renta de bicicletas que otros hoteles de los alrededores si tienen. También porque hay un horario entre la comida y la cena donde solo tienes la opción de comer snacks.
starstarstarstar Antonio Torres
Excelente atención de todo el personal. Pero quiero resaltar la atención del mesero Víctor en la piscina principal, gran ser humano. Demasiado servicial, único en todo. Quedamos sorprendidos con la manera en como este hombre se esfuerza para atender a todo el mundo al mismo tiempo. Muchas gracias por tanto. Fueron unas excelentes vacaciones!!
starstarstarstarstar Estefany moreno
Awesome customer service. Food was great! Top of the line lobster and steak. 4 stars because our bed had dirty sheets.
starstarstarstar Fearless Tiff
Due to covid it will never be the same but their hard work absolutely deserves 5 star service. Will be back soon. Thank you so much for your hard work and feels like I'm home every time I'm here.
starstarstarstarstar Alena Mitin
My husband picked this hotel for his 40th birthday. The resort is beautiful, very clean and their staff are beyond friendly and they made us feel "at home". I big shout out to one of their housekeeping, she decorated for me our bedroom for my husband's bday, her name is Lucia. Also I bug shout out to one of the restaurant "captains" for setting up 2 birthday table (2 dif nights) for my husband's 40th. His name is Daniel. Thank you Daniel for helping me out to make my husband feel special. Well we were there for hurricane Delta and unfortunately due to it and hotel protocol we couldn't enjoy the resort at its fullest because we had to stay inside of our room. Thank you all for doing an amazing job! 🥰
starstarstarstarstar Marcela Novas
highest level of service. newly remodeled hotel, rooms, pools, beautiful beach. and top -are the employees, always great service. I would suggest maybe less karaoke nights, night performances and shows are to die for. and a little more variety of animators and games. but, again we were with covif situation.
starstarstarstarstar Anna Sakhniuk
El recepción muy bonita, la gente muy amable y las instalaciones remodeladas. Te cobran una tarifa por persona para quitar el sargaso del mar, el. Internet gratuito pero no llega a todos los lugares, la transportacion directo con el Hotel es gratis pero te debes adecuar a sus horarios, me mandaron 4hr antes de mi vuelo que por que según ellos ya no tenían otros hasta mas tarde y no quedaba.
starstarstar Rafaga Dark
Incomparable estadía, todo estuvo increíble, la atención del personal todos muy atentos y serviciales. La comida, dentro de la nueva normalidad, fue muy variada, con sazón y bajo los protocolos de higiene para evitar al máximo contagios. La playa, de las mejores de Playacar. Felicitaciones.
starstarstarstarstar Gerardo De Leon
El mejor lugar que pude escoger , una experiencia inolvidable, no tengo palabras para expresar lo que me han hecho sentir en este lugar tan maravilloso , la comida de lujo , las bebidas estelar , el servicio es lo mejor , voy a mencionar nombres de las personas únicas y maravillosas de este lugar de sueños , primero pauliño en la puerta lo maximo , después en recepción Hans y Miguel lo Mejor atentos y esquicitos con nosotros, después en el bar tenemos a Velasco pero el mejor sin dudas es victor el hombre corre con las bebidas en la mano , lo queremos mucho ya , ahora el lugar especial y con una mención es para santos y Fernando son los mejores de este hotel you profesionales la verdad espero verlos el Año que viene aquí de nuevo ... nos vamos mi esposa y yo muy felices hemos pasado los mejores días de nuestras vidas !!! Gracias , gracias, gracias, gracias!!!!
starstarstarstarstar Yo Soy Havana y Tu?
Instalaciones y atención de primera, muy buena comida y con todas las medidas de higiene, gran área de playa. Muy recomendable
starstarstarstarstar Cesar Rodríguez
Very nice Beachfront property.My room faces a lawn & too hot to sit on thebalcony & the toilet closet is sallĺ. Only 3 to 4 floors.. Food so far Excellent.
starstarstarstarstar Shirley Rozier
This is the best hotel to stay if you want to be in one of the most beautiful private zones in Playa del Carmen: Playacar. The staff is professional and friendly. The beach is amazing and believe me when I say that every one is willing to help. The venue is so beautiful. They told me they renewed everything two years ago and let me tell you that it's just gorgeous. Rooms are clean and the beds are super comfortable. Am I coming back? For sure!
starstarstarstarstar The Queen of Wands
Rooms were fantastic, service is absolutely incredible, and its a beautiful place. The shows were always a blast in the evening! Love the staff. The only reason I don’t give 5 stars is the food was really a let down. Also due to COVID19 there is no room service. I’ve stayed at other all inclusive resorts that had wonderful food. The food here never tasted fresh in the restaurants. You’d expect better food. The best food there was the poolside tacos- they were great!
starstarstar Hayley Kinsner
The most amazing service I have ever experienced with wonderful staff always making sure you're having a great time. I could not be more thankful for the great time I had during my stay especially by Santos and Johnathan the amount of attention and the quality of the service I received from them can not be measured. Will definitely be coming back
starstarstarstarstar Michael Altomarino
I just returned from Riu Palace in Riviera Maya (Playa del Carmen). This was a solo trip of 6 days and I can honestly say that I was very impressed with my overall stay, especially during the Covid pandemic. The resort was maybe 30% occupied, meaning no large crowds. The entire property was immaculate (pools, walkways, restaurants, beaches, rooms, etc). Every staff member wore a mask at ALL TIMES. They provided temperature checks whenever you entered the resort or any restaurant. Masks were mandatory everywhere with the expectation of the pools or beach. They actually took better precautions than the majority of places in the U.S. (sad...but TRUE!).
The drinks were plentiful and NEVER watered down! The servers at the pool go above and beyond to make sure that you are satisfied. I believe I tried every drink imaginable and never had an issue with the service. I do recommend the Espresso Martini...I do not drink coffee often but this cocktail was GREAT.
The few negative issues were
1. Although you are supposed to have access to the other 3 surrounding properties, only 1 of the 3 were open. It was not the fault of the resort but due to Covid.
2. The food was average. However I suggest the Japanese restaurant, great sushi! The choice of entree’s were also nice too. I did enjoy the steakhouse, only for the lobster tail. The steak was ok. The Italian restaurant was not as good as I expected neither was the Mexican restaurant. The buffets were your typical buffets. I ate mostly fresh fruit and fish when I did go.
3. Pool entertainment was subpar but they did their best to get guests involved. There were also too many kids at the pool. I’m big on family vacations but it would be nice to have an adult only pool.
I took a $7 taxi to 5th Avenue...it was sad to see how their economy is basically nonexistent because of Covid. So many shops, restaurants and bars were closed. But I did luck up and found a small restaurant...where I had (2) fresh Ahi Tuna Tostadas and 2 Corona for $11.
I would more than likely stay here again and would recommend this resort to others. If you go during Covid, just remember that it will be different but still enjoyable.
starstarstarstar Derrick Woods
Depois de remodelado o hotel está incrível!
starstarstarstarstar Miguel Madeira
Excelente hotel! Toda a estadia foi maravilhosa.
starstarstarstarstar Carla Sousa
Estivemos por 4 dias hospedados neste complexo e posso dizer que foi uma ótima experiência.Limpeza,comida e a gentileza dos funcionários,recomendamos.
starstarstarstarstar Marcio Araujo de Oliveira
Excelente resort, quartos nao me agradam mto, sao escuros e moveis antogos, decoração antiga, mas como nao fico no quarto esta bim. Limpeza otima, funcionarios todos atenciosos e felizes, os garcons sao mto.simpáticos e fazem de td pra te servir bem. Comida do restaurante Manollo, q e onde serve o cafe da manha e o almoco no serviço buffet e mto bom...uma variedade incrivel. Fora este restaurante tem mais 4, o Kristal q ainda nao fui, o Botafogo q e brasileiro e tem rodizio de carne, um japones q esqeuci o nome, e o Chili q tem servico de snacks daa 13 as 18. Piscina linda, bar da piscina ok, a praia e linda...tinha sargaços,eles limpavam, mas nao davam conta, bom, amei minha hospedagem, nao tive nada q me desapontasse.
starstarstarstarstar Erica C. Fidelis
Estive a alguns dias lá, e a conclusão é que de.uma forma generalizada o hotel é bacana, a comida é razoável, não é a melhor comida mas também não é a pior. Tudo muito industrializados, então esse item vai de gosto. O restaurante melhorzinho é o Steack House que são pratos a la carte. As bebidas durante o dia, são bebidas extremamente artificiais, pelo fluxo de pessoas que frequentam o local fica mais fácil óbvio conduzir bebidas artificiais. As acomodações é o que menos gostei, o banheiro " com banheira de hidromassagem" a hidro não funciona, o fato dos quartos serem bem rústicos impossibilitaram de criar um box para banheiro além da banheira, ou seja você toma banho de chuveiro dentro da banheira. Não a achei nada higiênico. O serviço de praia é bom e os funcionários são extremamente bem humorados.
starstarstar Taesa Lima
Lugar espetacular. Pessoas simpáticas e gentis. Adorei. Pretendo voltar novamente.
starstarstarstarstar José Valmon Guimarães Mendes
Hotel muito bem localizado mesmo na primeira linha de uma das praias mais bonitas da Riviera Maya, inserido dentro de um condomínio fechado (Playacar). Estrutura do hotel é imponente, muito bonita, tudo muito limpo e organizado. Funcionários excelentes e sempre prestáveis. Comida excelente tanto no buffet como nos restaurantes tematicos.
starstarstarstarstar Miguel Costa
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