Riu Palace Costa Mujeres - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4357 reviews

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  Spring getaway

  We had a large family getaway and really enjoyed our stay. The food, the pools and our room were all great!

  Apr 06, 2025
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  STAY AWAY FROM HERE!!! PEOPLE GET SHOT AND KILLED

  The week started okay. The service and cleaning staff first and foremost are amazing and hard working people. The hotel itself is beautiful and well laid out. It is spotless and very modern. The restaurants are just okay. Better off to go to the buffet as it has good food and something for everyone. The rooms are strange. A rub in the middle of the room and upu need to be comfortable with you travel with as there is zero privacy once you are out of the shower. Entertainment aside from the Riu White/Neon Party is just terrible. Same every night and terrible quality. The beach and water although beautiful we're totally useless as the winds were so bad all week that we were barely able to go in the water and I've never seen a beach where there's only 5 to 20 people swimming at any given time. You couldn't even stay on the beach in the afternoons because the wind was so high it was sandblasting your body. Now I get that the weather is out of anyone's control but from what I understand this place is windy all the time. We made the best of it until April 3 2025 when we were less then 3 meters from a man being shot dead right a Pepes eatery. The criminals were selling drugs right out of the bathroom and undercover police shot them. Like WTF !!!!! People were running and screaming something you would see in a movie but never expect on a vacation. My two daughters and grandchild were traumatized to the point that they did not want to come out of the room for the next two days. This is not something that you expect that a family resort. We did a lot of planning and spent a lot of money to take this vacation and it was ruined because this hotel thinks it's okay to have this kind of business being conducted on their property. I reached out to sun wing immediately demanding to be relocated and they decided they would reach out to me 20 hours before my flight is scheduled to leave. Not acceptable. The hotel handled the whole situation terribly as no one was informed of what to do or when it was safe to come out of the room. They basically mopped up the body and the blood and started to reconduct business like nothing happened. Stay away from this place as it's bound to happen again. There is much safer places to travel in the world but after this situation I don't even know if I ever will go to these type of places again.

  Apr 06, 2025
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  Tramatic Experience

  Family vacation turned nightmare. Would not recommend this resort or Mexico alone to anyone. Our week started out great and on our last day of sun and fun we were suprised with the most tramatic situation. A local was gunned down about 5 ft away from us right infront of pepesfood and the bathroom we were using constantly. A scene out of a movie is what it felt like. 12 people including 5 kids under the age of 5 had to scramble out of the pool and to our rooms terrified what was to come next. The whole resort full of tourist terrified for their lives. No idea what was going on, why this happened, how these people were even allowed on the resort. We were disgusted and completely turned off by the situation. The resort did not give any communication no updates nothing. Even after no one knew if it was safe to leave their room. The resort poorly handled the situation. Lack of leadership, lack of communication. Clearly did not care about their guests safety. My family and I all now have the fear of travelling anywhere. This event ruined the vacation for everyone.

  Apr 06, 2025
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  Family Vacation

  Super clean resort. The beds were smaller and not as comfortable but we made it work with the pull out couch

  Apr 06, 2025
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  Traumatic Experience – Shooting at hotel

  We stayed at this hotel as a family from March 28 to April 4, 2025. Unfortunately, our trip took a devastating turn on April 3 when a shooting occurred poolside, resulting in the death of one individual. That day began with a group of individuals—who were not resort guests—freely roaming the property, approaching guests and openly offering drugs. Shockingly, hotel staff not only failed to intervene, but were serving these individuals food and drinks as if they were paying guests. A major contributing factor was the complete lack of visible security on the property. Strangers were able to wander in directly from the beach with no checkpoints or access control in place. Around 2:50 p.m., two gunshots were fired near the pool area. Chaos erupted as families, children, and other guests scrambled to find safety. The hotel provided absolutely no guidance or communication during this terrifying ordeal. We had to rely on our instincts to get back to our rooms. From our balcony, we watched a massive police and military response unfold—multiple vehicles, officers, and even a police helicopter hovered above the hotel. Still, no official word from the hotel as to whether it was safe to leave our rooms or what to expect next. The pool and beach were taped off by law enforcement. All hotel services, including restaurants and bars, were shut down until 6 p.m.—at which point we were expected to return to “normal” as if nothing had happened. The most disappointing part came afterward. When we inquired about any form of acknowledgment for what we experienced, the hotel’s response was: “If you want, we can check you out right now.” There was no empathy, no accountability, and no real concern for guest well-being. What happened was traumatic—not just because of the violence, but because of how poorly the situation was handled by the hotel management. I would not recommend this resort to anyone until serious changes are made to guest safety protocols and staff accountability.

  Apr 05, 2025