RIU Palace Riviera Maya

We stayed at this resort for 5 nights, June 26-July 1. Everything was absolutely wonderful; service was amazing, rooms were cleaned twice daily, the property was carefully maintained and spotless. The staff work so hard to keep everything clean, constantly mopping and wiping down tables and chairs. Everyone at the restaurants, bars, and coffee shop were always so kind and friendly, taking such good care of us - three adults and one 9 month old. I cannot say enough good things about the staff. We always tip, but they never made us feel like it was expected. I did notice that a lot of other travelers do not tip, which is a shame. You don’t have to, but you should for their wonderful service. Service at a major resort is a demanding job and they all do it with such grace.

Now onto the food. There are plenty of options. Some restaurants were better than others, and some dishes were better than others. But overall everything was amazing. Just try it all….you’re on vacation! The Don Rafael buffet was excellent; great options for breakfast and dinner. Exceptional items were the lamb chops and the stone crab claws. For my less adventurous travelers - their pizzas, burgers and hot dogs were great too. If you’re an American keep in mind that foods in other countries are clean and healthier than what we have at home. So breads and meats don’t make you feel sick. It’s clean! The lunch buffet by the pool (Chilis) is very good with tons of salad options, grilled fish, meats and more! There was a taco station and steaks too.

Now the beach - the water was great. Yes there was seaweed but unfortunately that’s nature so you just need to make the best of it. Just go past the seaweed then you’ll get to clear waters. It’s not that big of a deal. I’m sure seaweed will do your skin good. The hotel has people on it every day to help clear the area.

Lovely resort. We look forward to checking out their other locations. Muchos gracias!

I stayed at the Riu Palace for two weeks with my partner and we had a lovely trip. I had visited the hotel back in 2014 and in my opinion the standards are still on par. The rooms are a bit on the run down side and could do with a freshen up. However they were always clean and tidy, with plenty of mini bar items stocked up and very spacious. Sadly we had a room at the back of the hotel looking out onto building works, but it didnt really bother us.

What sets this hotel apart is the staff. I can’t thank German and Antonio at the pool bar enough for their amazing service. Proper branded spirits (including aperol spritz) and the cocktails were flowing! All of the staff work unbelievably hard. Another shout out to Estaban in the buffet, Luis, Carlos, Alba, Gabean - however they are all wonderful and a credit to the hotel. The Coffee bar is fabulous too.

The food is of a really good quality for an all inclusive. Lots of fresh and varied options everyday. We didnt personally use the a la carte restaurants much apart from the Italian once, but we loved the buffet options and were perfectly happy for the two weeks. Breakfast was great, loads of fresh fruit, and I enjoyed having an omlette made most days. I also really enjoyed the lunch options and having the options of Pepes by the pool was also great.

The pools are fabulous and well maintained. All of the grounds are immaculate. Yes there is seaweed at the beach, but thats just nature!! Once in after 2metres or so, you can swim no problem. I witnessed staff cleaning the seaweed at various points, mostly in the mornings.

The Riu Fit team and entertainment during the day is brilliant. I loved yoga with Ferando, volleyball, ‘crazy games’ etc - always lots going on!

I would definitely return to this hotel again!

My family and I stayed at the Riu Palace Riviera Maya for two weeks, having booked two rooms. We previously stayed here several years ago and loved it so much that we returned expecting the same luxury, service and attention to detail. Sadly, this hotel is no longer the same.

We’ve stayed at more than 11 RIU hotels around the world, and this has been by far our most disappointing experience.

First, I want to thank Esteban, Carlos and Mendez. They remembered my family from our previous visit and continue to provide outstanding customer service. They are a real credit to the RIU brand. I’d also like to recognise the staff working at the Cappuccino Coffee Bar. It was the highlight of our holiday. They work incredibly hard despite being constantly busy and always serve guests with a smile.

Rooms

The rooms are spacious and larger than some RIU Caribbean hotels, which is a positive. Unfortunately, we found insects in our room during our stay.

Pools

The pools are excellent, clean and well maintained.

Beach

The beach itself is beautiful, but during our stay there was significant sargassum (seaweed) every day, making swimming difficult. Personally, I never saw hotel staff cleaning the beach, although this may happen at different times of the day. If spending time in the sea is important to you, I recommend checking the seasonal seaweed conditions before booking.

Elite Club

I did not stay in the Elite Club myself, so I cannot comment from personal experience. However, after speaking with several guests who did stay there, the general opinion was that the additional benefits were not worth the extra money. Based on those conversations, I personally would save my money.

Restaurants & Food

This was another disappointment.

Some speciality restaurants involved waiting times of around 45 minutes, which is unacceptable for a hotel advertising itself as a luxury resort.

Breakfast was also frustrating. If you wanted eggs or another freshly prepared dish with additional ingredients, you were often left waiting. On one occasion we waited over 10 minutes after repeatedly being told “one minute”, only to be ignored and eventually walk away without receiving our order.

The Italian restaurant is mostly buffet-style, with only one main course ordered from the menu. Overall, the speciality restaurants did not meet the standards expected from a RIU Palace.

Service

This is where the hotel really lets itself down.

We requested bathrobes over a week ago and never received them.

Water, beer and minibar items are not replenished daily unless you specifically ask.

Evening turndown service only happened two or three times during our stay.

The biggest disappointment occurred one night when excessive noise and a lack of water in our room prevented us from sleeping.

When I politely approached reception looking for assistance, the night receptionist, Reynaldo, handled the situation in an unacceptable manner. I found him dismissive, confrontational and unnecessarily aggressive. Instead of trying to resolve the issue, he called security simply because I questioned why another guest had been offered another room while my family had not.

No guest should be treated that way for raising a genuine concern.

The following morning I spoke to management. Elena and Alexia (or Alexandra) were made fully aware of everything that had happened.

Alexia kindly offered us dinner at the Crystal Restaurant, and while I appreciated the gesture, I politely declined because I wasn’t looking for free food, upgrades or compensation. That was never the issue. I simply wanted the hotel’s problems to be acknowledged and addressed.

RIU Parties

Families should also be aware of the Friday RIU Parties, including the Neon Party and White Party. Many adults will probably enjoy them, but in my opinion they are not particularly suitable for younger children. Some of the costumes, dance performances and overall atmosphere are much more adult-oriented than I expected. If you’re travelling with children under around 10–12 years old, I recommend looking into these events before attending to decide if they’re appropriate for your family.

Final Thoughts

The hotel still has beautiful grounds, great pools and some fantastic employees, but the management has allowed the service standards to decline significantly.

This simply isn’t the RIU Palace Riviera Maya we fell in love with years ago.

After staying at more than 11 RIU hotels around the world, I never imagined I’d be writing a review like this. Sadly, this experience has convinced us to look elsewhere for future holidays.

A beautiful property let down by poor management and inconsistent service.