Riu Palace Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8397 reviews

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  Disappointed with hotel

  We initiallty stayed in Riu Palace Mexico on 23rd December for 8 nights, realising this hotel was not for us. Definately not 5*, no toiletries, bathrobe, slippers. The bedroom/bathroom is all in one room, not a problem, but when it came to the toilet !! was so small you had to leave the door open as your knees touched the door, not good. We asked to move after first night as the fridge had a high pitch noise and was a noisy cut through for people to get to there rooms. The second room after the first night we realised there was a very smelly drain smell. An attendant came to clean our plugholes, but it didnt resolve the problem. After looking at the Riu Palace Rivera Maya 5 minutes up the road, we decided to request to move. After 8 nights we moved at a cost of £400 and would say yes this is a 5*, very clean lovely room and a bigger toilet !! We had gone away for 18 nights as a couple for Xmas, we would not say this is a quiet relaxing hotel, in fact more for families. The entertainment team were very good and enthusiastic, but all too much for us. There were no quiet areas, even on the beach you could still hear the team on their microphones chanting the foam parties, competitions in the pool, volleyball, coconut parties, aquafit, was endless everyday, lovely if thats what your looking for, but wouldnt tell you when booking holiday, other than reading reviews. Nobody seem to mention the vibe of the hotel. The evening entertainment was very good, different artists visiting the hotel. The food was very good in every restaurant, and buffet. My husband enjoyed the golf, great when we were in the Riu rivera Maya as it was opposite Hard Rock golf club. I dont think we would travel back to Mexico, 10hrs flying and lots of ££££!! we could fly 4hrs and have a better time in Gran Canaria at this time of year.

  Jan 19, 2025
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  Not what we expected...

  My husband and I stayed at this hotel from December 13 until December 21, 2024. The rooms are extremely dated. Unfortunately, there was an epidemic of Norovirus at the resort, and many employees and guests got contagious, my husband being one of them. Most of the staff was great, specifically the breakfast and lunch buffet, waiter Mary, dinner buffet, waiter Ana, and steak restaurant, Francisco and waiter Eduardo (Saturday, December 14). The kitchen staff, Ignacio and Giovanni Cruz from the pancake station, were phenomenal. Giovanni always had a smile and welcoming approach, and when above and beyond, his station was well-supplied and clean. However, the kitchen buffet dinner cooked from the pasta/pizza section was extremely rude and unpleasant. I do not know his name since his name tag is printed in miniature letters. We ate at the buffet on three occasions, and he acted very annoyed every time we asked for pasta, even rolling his eyes. On Thursday, December 19, we arrived at the buffet station at 8:40 pm, and he had the entire pasta section closed. When we inquired about a dish, he said the station was closed because he ran out of pasta an hour and twenty minutes before the buffet closing time! He had closed and cleaned the station on a different date by 9 pm. It was very disappointing since we enjoyed having pasta at dinner time, and he was just dismissive and didn't care about providing guests with respectful service. I am fluent in Spanish and overheard him complaining about the guest inquiring about pasta. Also, Octavio from housekeeping was very rude and arrogant. He discarded some of our personal items left on our room table without permission! When I asked him for an extra large towel, he went into a tantrum about it. He was very condescending and told me that they only provide one large towel per person. I had to call the front desk to ask for an extra towel! The entire vacation was ok. If we had known about the hotel issues, we would have definitely chosen a different resort. We visited the Riu Palace Riviera Maya, and it is a better resort with better service. Unfortunately, at the time we purchased our trip, it was not available. The Riu Palace Mexico hotel is not worth its price since it is not on the scale of a Palace resort. We will not visit the resort again.

  Jan 18, 2025
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  Beautiful

  The room was nice , the tub had rust spots in it. The room could be updated some but overall it was a nice stay

  Jan 18, 2025
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  Perfect in Playa

  Awesome hotel in a perfect setting. Did not feel like we needed to leave the resort. Staff are fantastic and always on hand for whatever needed. All inclusive was superb.

  Jan 17, 2025
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  Playa Vacation

  Amazing staff, amazing location. Great walk ability outside of resort. Beach was beautiful. Will definitely come back.

  Jan 17, 2025