Cancun

Riu Palace Riviera Maya


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All Inclusive    

2018 Exceptional Values
Honeymoon: Surprise gift in room, small bottle of Tequila, king bed (subject to availablity at time of check-in), late check-out (subject to availability at time of departure), complimentary upgrade to next available room category (subject to availablity and upon request), $35 spa credit in Ocean Harmony massage for two (50 min) per adult. (This discount does not apply with other promotions and discounts).

2019 Exceptional Values
Free Symbolic Weddings: Restrictions apply-see applebeachbrides.com.
Honeymoon: Surprise gift in room, small bottle of Tequila, king bed (subject to availability at time of check-in), late check-out (subject to availability at time of departure), complimentary upgrade to next available room category (subject to availability and upon request), $35 spa credit on a selected couples massage for two (120 min). This discount applies per couple, per stay and does not apply with other promotions and discounts.

Enjoy paradise and first-class personalized service at the Riu Palace Riviera Maya. Ideally located on a dazzling stretch of white sandy beach and framed by tropical trees and crystal clear turquoise waters, at this luxury resort you will create unforgettable memories. This striking Palace is located just a short distance from beautiful Playa del Carmen. Guests can enjoy exchange privileges with all RIU Resorts in Riviera Maya (dinner dining excluded).

This luxury Palace is equipped for the most discerning traveler. Junior suites are split-level with a sitting area and have a fully stocked mini-bar and liquor dispenser. Renova Spa offers the finest treatments including a beauty salon and massages. The workout center is stocked with state-of-the-art equipment.

A selection of fine a la carte restaurants include Brazilian, Japanese, Gourmet, Steakhouse, and Mexican. Recently revamped menus now offer a wide range of cuisine and finer ingredients at the a la carte restaurants, as well as the incorporation of a vegetarian menu in all restaurants. The main restaurant serves an array of buffet choices and cooking stations. The sports bar is open 24-hours and serves unlimited drinks. The swim-up bar is the perfect place for an afternoon hang-out with friends.

Riu Palace Riviera Maya provides the best entertainment for adults and children. RiuLand Kids' Club offers activities for the little ones and adults can partake in snorkeling, scuba in the pool, and windsurfing. At night, enjoy shows and live music, and then dance into the early morning hours at La Piata discotheque.

Find more information about Riu Hotels & Resorts.

Learn more about Riviera Maya.
HOTEL LOCATION
Built along a spectacular stretch of beautiful white sand beach, framed by tropical palm tress and only 5 minutes away from the laid back town of Playa del Carmen.
Address: CONDOMINIOS PLAYA CAR PLAYA DEL CAR
QUINTANA ROO
QR

MX
Local Phone: 011-52-984-877-2
Website Address: www.riu.com
HOTEL FACILITIES
Barber / Beauty Salon
Boutique Shops
Car Rental
Disco / Nightclub
Laundry / Dry Cleaning Service
Physician on Call
Pools
Number of Pools: 2
Outdoor Pools: 2     Indoor Pools: 1
Swim-up Bar
Two pools with jucuzzis and swim-up pool bar.
Golf: CLOSEBY
Holes: 18
Tennis
Number of Courts: 1
Outdoor Courts: 1
Lighted Courts: 1
Water Sports on Site
Sunfish Sailing: Complimentary
Snorkeling: Complimentary
Hobie Cats: Complimentary
Waterskiing: Additional Charge
Wind Surf: Complimentary
Other Sports Available
Other Sports: Volleyball, ping pong, One introductory scuba diving lesson in the pool
Health Club / Spa
Aerobics: Complimentary
Jacuzzi: Complimentary
Nautilus Equipment: Additional Charge
Sauna: Complimentary
Manicure / Pedicure: Additional Charge
Facials: Additional Charge
HOTEL DETAILS
This luxurious resort, is the ultimate in pampered first-class service. Rising along a spectacular stretch of white sandy beach and framed by tropical palm trees. This spectacular hotel boasts 400 elegant junior suites with hydro-massage bathtubs and all of RIU's distinctive amenities, such as a minibar & liquor dispenser. Exchange privileges with Riu Palace Mexico, Riu Yucatan, Riu Playacar and Riu Tequila. Beach: Beautiful white sand beach, framed by tropical palm trees.
Total Rooms: 400
Year Opened: 2006 Credit Cards: Visa, Master Card
HOTEL RESTRICTIONS
Main restaurant gentlemen no sleeveless t-shirts. Theme restaurants gentlemen no slee veless t-shirts, long trousers.
ROOM TYPES
JUNIOR SUITE
King or 2 dbl beds, Split-level with living room area including sofa, Ceiling fan, Satellite TV, Phone, Minibar, Lliquor dispenser, In room safe, Bathroom with hydromassage bath , most wuth baclonies or terrace with view of neighboring hotels.
Crib Available, Crib Charge:
Other Amenities -
Air Conditioning
Fan
Shower
Balcony or Terrace
Minibar
Hair Dryer
Telephone
Room Safe
Satellite
SUPERIOR JUNIOR SUITE
King or 2 dbl beds, Split-level with living room area including sofa, Ceiling fan, Satellite TV, Phone, Minibar, Liquor dispenser, In room safe, Bathroom with hydromassage bath, all with balcony or terrace with courtyard view.
Crib Available, Crib Charge:
Other Amenities -
Air Conditioning
Fan
Shower
Balcony or Terrace
Minibar
Hair Dryer
Telephone
Room Safe
Satellite
JUNIOR SUITE CONNECTING ROOM
Connecting rooms are two rooms, being sold as one unit. For the room descriptions, please review the Junior Suite description.
Crib Available, Crib Charge:
Other Amenities -
Air Conditioning
Fan
Shower
Balcony or Terrace
Minibar
Hair Dryer
Telephone
Room Safe
Satellite
SUITE WITH JACUZZI
King bed w/rollaway, Balcony or terrace with Jacuzzi,Split-level with living room area, ceiling fan, Satellite TV, Minibar, Liquor dispenser, In room safe, Bathroom with hydromassage bath shower, Hairdryer, Alarm clock, iron, ironing board
Crib Available, Crib Charge:
Other Amenities -
Air Conditioning
Fan
Balcony or Terrace
Jacuzzi
Minibar
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite
SUITE
King bed w/rollaway, Balcony or terrace, Split-level with living room area Ceiling fan, Satellite TV, Phone, Minibar, Liquor dispenser, In room safe, Bathroom with hydromassage bath shower, Hairdryer, Alarm clock,Iron and ironing board
Crib Available, Crib Charge:
Other Amenities -
Air Conditioning
Fan
Balcony or Terrace
Minibar
Hair Dryer
Iron
Telephone
Television
Room Safe
Satellite

OTHER INFO
Cribs available on request basis at no charge.
DINING
Riu Palace Riviera Maya features 1 meal plan options:
All Inclusive
There are 11 Restaurants at Riu Palace Riviera Maya:
Chilis - Open for lunch with snacks and is open as a grill steakhouse for dinner. Note: dress code for dinner: gentlemen are required to wear long trousers and shirts with sleeves
La Plaza Bar -
Botafogo - Open for dinner. Cuisine: Brazilian.
La Habana - Lobby bar
Agave - Open for dinner. Cuisine: Mexican.
Daiquiri - Poolside bar with swim-up bar
Sports Bar -
Yashima - Open for dinner. Cuisine: Japanese.
Pool Bar - Pool area beverage service.
Krystal - Fusion cuisine restaurant. A la carte. Open for dinner.
Lirico - Lounge bar with terrace
ACTIVITIES & ENTERTAINMENT
Daily Activities & Entertainment:
Daytime entertainment program for adults (daily).
Nightly Activities & Entertainment:
Live music, shows or RIU evening program (daily)
CHILDREN'S PROGRAMS

Children's Facilities
PlayGround
Children's Pool

Apple Vacations Customer Satisfaction Score
Hotel Average
What to expect
Food Quality
Comfort
Cleanliness
Service
3039 Recommend
3039 past Apple Vacationers would recommend Riu Palace Riviera Maya to their friends and family



Latest Apple Vacations Review >>
TripAdvisor Web Reviews
Based on 6080reviews
What to expect
Location
Rooms
Service
Value



Apple Vacations Traveller Reviews
Nice hotel, but need renowation...
MAREK L.
Nov 27 2018
Nice hotel, but need renowation asap, we have problem with the key , can not open a roon on our 1st night. We was waiting 3 hours, they fixed. Paint in the room peeling from the wall...
Customer Rating: 

TEST
Riu Palace @ Riviera Maya in Mexico
GARY W.
Nov 06 2018
This is our 8th stay at the Riu Palace in Riviera Maya. The staff is awesome, they always remember us and they go out of their way to make us feel welcome. We love the location of this resort because we can safely walk to town, we can take the ferry over to Cozumel, you can take the ferry over to Isla Mujeres, you can visit the 4 other Riu's that are in walking distance. It is just a great place to vacation and we plan on going back. Our biggest concern is that the Riu Palace in Riviera Maya is scheduled for remodel in 2019. Our hope is that they keep some of the current character of the resort and don't make it too modern.
Customer Rating: 

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The Royal treatment at the Palace
DEENA M.
Nov 01 2018
Staying at the Riu palace resorts is such a pleasure. Nothing is a problem. The staff is so attentive, and friendly. I feel like a Queen when we stay there. The entire staff works very hard. Every one hustles
Customer Rating: 

TEST
Not suitable for quiet relaxation
DEBORAH N.
Oct 31 2018
We desperately needed a high quality, relaxing vacation, so we reserved the best room in the best hotel. Unfortunately, our room was directly over the entertainment venue, and the loud music didn't stop until midnight...EVERY night. Tried to relax by the pool, but the hotel treated guests as if everyone was a middle aged, disco loving, party animal on Spring break. Again, the music was loud (seriously, disco?), and when that wasn't blaring, the microphone was in full force yelling out pool exercises, bingo games, or announcing volleyball on the beach. I really needed peace and quiet, not a loud party.
Customer Rating: 

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Showing age but still wonderfull
JULIE W.
Oct 31 2018
Best Beach, Best service, Best food
Customer Rating: 

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Apple does not give you what you pay for!!!!!
RUSSELL N.
Aug 20 2018
After spending many hours to book my family vacation with an apple representative over the phone. Carefully going over every detail to make sure everything I was paying for would happen, I was deeply let down by what I actually received. First, I paid for direct pick up service from the airport to the hotel. That did not happen, we were shuttle bused with many stops along the way. Very frustrating as we were the last to be dropped off not to mention the countless hours to arrive at our hotel. When we finally arrived at the hotel and entered into our room we were deeply dissatisfied. What I purchased and was told our room would be was nothing of the sort. I was told there were two bathrooms and a multi level room. The actual room we had to stay in only had one bathroom and 2 beds pushed next to one another. When I was booking this vacation with a live apple representative, I mentioned the countless complaints I had read on all the review sites. The apple rep assured me that if there any issues to call them and they would take care of the problem. After sitting on the phone for 45 minutes an option finally came to leave my name, number and booking reference number. The message said we are busy helping others at this time, we will have someone call you please leave your number. So i left my number and the recording even read my number back to me. I am still waiting to hear from apple. I also repeated this process the next day with the same response.. NOTHING!!!! I will not book another vacation with apple. I will recommend others to NOT even attempt to book their vacation with apple. They truly are dishonest and a total waste of money. STAY AWAY FROM APPLE VACATIONS
Customer Rating: 

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Staff
GUILLERMO Y.
Aug 05 2018
The staff was very friendly and welcoming.
Customer Rating: 

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Apple Vacation Nightmare
BRIAN R.
Jul 28 2018
The apple representatives at the resort were not as personable and helpful as pervious experience the Apple representative at Chicago OHara Airport the apple repersenative was the rudest most unreasonable and non attentive representative for Apple that I have ever met in all of my years of traveling. There is a LOT of trust that people put in your hands when planning a family vacation. It was a very disappointing trip and the customer service from Apple representatives was very disappointing. Our Apple repersenative in Chicago Mati Alvarado from Unlimited World travel is the best and only reason that I would travel with Apple again. Our flight #45 got canceled without notice in Mexico it was total cacaos we called Mati and she booked us a flight on AA to get back home. Our entire trip starting at Ohara was a complete nightmare. We never flew our paid for chartered flight with Froniter total was of money and we had to book additional airfare with AA coming and going in and out of Mexico and unexpected cost of roughly $850.00. Regarding the hotel not enough activities the restaurants were average, room service menu very basic. Overall the staff and pool guys were very nice.
Customer Rating: 

TEST
Unfortunate Luck?
DANIEL W.
Jun 19 2018
To start, throughout all of the issues, the hotel staff we were in contact with was beyond great with dealing with our hotel issues. My boyfriend and I arrived at the RIU Palace on a Thursday. When they told us later that day that our hotel room was ready, we arrived with someone working on the phone for about a half hour while we just waiting for them to be done. We were not sure why they told us it was ready if it was not, but did not mind that much. After he left, we noticed the sheets, mirrors, and sicks were very dirty with stains and other people's hair. They came right away and flipped the room for us. The next Morning on Friday, we woke up to a flooded bathroom to which they kindly upgraded us to a suite for the issues. Our toilet was broken the entire time in the suite after it was fixed twice. Saturday we came back around 10:30 PM to find our room to our suite completely open. My boyfriend checked it out before letting me in and found nothing. As we were looking after our belongings to see if anything was taken, there was a pound on the window so I told him we needed to go to the front desk. We had called and reported the door, however they told us to only let them know if something was stolen. After the bang on the window on the first floor, we went to the front desk and I requested for security to just check out the large balcony for us. The front desk called the security and we waited 45 before finally giving up and explaining that I did not even care anymore. I was so tired from being in that lobby every day of the trip. The front desk offered to walk us back to our room and check it out. He looked out the window and while he was looking around the room we noticed TONS of bugs had entered our room because of the door being open. He explained there was nothing to do for us at the moment because his manager needed to use a card reader to see what card was used last. We were instructed to sleep in that room and come meet the manager in the morning. Come to find out, that next morning, the manager there did not know how to use the card reader because he was new. We were then told to come back again after 3 in order to meet that manager. We returned and he helped us read the card scanner. He brought a piece of paper to us and circled the card number that opened our door - said he would look into it. Then called later and said they found another key and it was ours. Not sure why our card number was on on the original. Very unfortunate experience
Customer Rating: 

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Bondo
FRANK B.
May 30 2018
Great Hotel with excellent food choices.
Customer Rating: 

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All was well until we got sick
DANIEL M.
May 24 2018
Only thing we can say is two of three people were stricken with e.coli in which my daughter required hospitilzation when we got home.
Customer Rating: 

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TripAdvisor Traveller Reviews
Rui palace riviera maya
Jeff B,
Thu Dec 13 18:02:32 EST 2018
We visited in 2014 and the place went downhill. Still very nice. Upon check in no Champaign like the first initial visit. The 1 sink in the bathroom drained very poorly. Cracks all Over the toilet. Good thing they are remodeling soon as all the fixtures and granite need replacing. I suggest not visiting until after the remodel dec 2019. Food was very good like last time. Some of the same bartenders and waiters that were there last time that were extremely fun seams like the management/ owners might have done something to make them unhappy. Staff works hard. The games were cut down and entertainment had huge cuts. No ice sculptures anymore no bands nightly. Something was off as if the workers were worried about being fired. Also seams now to cater more to kids. Malfunctioning fire alarms twice in 1 night at 330 am and again 6am. No notice about it. The newer staff seams to speak a lot less English and ran into a few barriers. Hopefully it gets corrected and more entertainment again once it gets remodeled. Almost seams like they just aren’t making enough money. We were hoping it would’ve been like the 2014 visit but with all the budget cuts it wasn’t.

Just arrived
882sn, London, United Kingdom
Wed Dec 12 08:39:42 EST 2018
Hotel is old and rooms have extremely bad musty smell. Come on Riu I'm sure you cannot possibly expect your guests to accept this kind standard. Tui is our tour operator, we have spoken to the rep whose trying to help us move. But this is a big ?..... we cannot possibly stay another night in this smelly room. The hotel staff did offer another room, however all alternative was heavily masked with air freshener.🙄😶😷 The photos are just a small example of the state of this so called 'Palace'

Riu palace riviera maya. Home away from home
carmenmaritzapilco, Vaughan, Canada
Tue Dec 11 13:00:41 EST 2018
This resort it’s our home away from home, we stay in this resort 7 times and every. Time it’s much better.in this Riu they have amazing people they truly are so great they treated us like a family,there staff always so attentive.Great entertainment and amazing god and drinks.rooms are always very clean, fridge are always refill. Anyways this resort it’s my family favorited place.

3rd Day robbed of £1,003.00 from Hotel Room SAFE: TUI & RIU complaint made below for the most vile holiday experience
RNDowbekin,
Tue Dec 11 09:45:21 EST 2018
Upon arrival we checked in and found our rooms to be comfortable and was looking forward to enjoying our holiday. On Friday 7th Sept (our third day) we went to the pool as we did most mornings but as the weather turned, we decided to venture out for the first time to do some shopping on 5th Avenue. We returned to our room at approximately 15.00 as we walked into our room the door was wide open. However, there was no cleaner there but 2 male hotel employees with brown uniforms stood outside the room on the corridor, as we walked in the cleaner returned with towels which she folded and left. It was approximately 15.30 when we went to the safe which was locked. However, when we opened it and went into our travel wallet where our passports, documents and money was kept we found that both envelopes labelled Rachel and George, which contained all of our money (£1,003.00) were gone. At this point George went to reception to report the missing money, my sister Natalie came to our room to be with me whilst George was away. Once I had explained what was happening Natalie walked out of the room and challenged one of the male employees that had been outside when myself and George had returned. Natalie asked if he knew about the missing money, he covered his name badge and then said ‘no comprendo’ as if not to understand, he then left, walked down the corridor to the second male that had been outside the room. At which point they both turned back to look at my sister and laughed, they walked around the corner, Natalie went to follow but they had disappeared. Natalie went down to reception to explain to the manager that she believed it would be this cleaner who has stolen the money due to his suspicious behaviour. The manager stated that at this time it was a changeover of staff and he would try and catch the members of staff before they left the site. George and Natalie returned with the managers who came to check whose key fob had swiped the door, in addition to checking the safe, at this point they were able to access the safe from a locked position (without knowing our code but using and override code) in a matter of seconds. They also stated that they could tell the safe combination and when it was last opened but would not disclose to us the information they found. They also stated that only the female cleaners fob was used on the door. However, the door had been left open and our fridge had also been restocked whilst we were gone. Therefore, several people must have been in the room at one time, which the manager failed to make us aware of. We were dealing with a Manager named Nacho, who we disclosed all the details to. Nacho left to speak to the female cleaner but was unable to speak to the two male employees, as they had left site without being searched due to staff change over. It was then in front of all 6 of our party that Nacho promised we would get all our money back within 3 days. Nacho could see how upset and distressed we all were from the whole situation and again when asked by Mr Dowbekin (my dad) he repeated that we would get the money back to us in 3 days. This statement was made after Nacho knew who had accessed the room and the safe from the checks that had been completed by his own management team. Once all the initial chaos and shock had subsided our natural reaction was panic my mum and dad, Natalie and Asim immediately returned to their room to check their safes to ensure all their money and belongings were still present. From this point forward not only did myself and George feel completely on edge leaving our room as did the rest of our party, knowing how easy it had been to access our safe and find our self in this predicament. We did not alert the police on the Friday as we were advised by the hotel that this was not necessary, they would deal with this problem and the money would be returned in 3 days. It was then my dad challenged what had been done with the two male employees but the manager stated they had left site and again assured us not to worry. Myself and George left do not disturb signs on our door for the remainder of the holiday, as we did not trust any employees to enter our room without our presence. The management failed to contact us to ensure that our room was cleaned for the remainder of our holiday, causing further issues as we had to take it upon ourselves to ask for clean towels, eluding the point of staying at an A La Carte 5* hotel. The following day we had already a visit booked to Chichen Itza so were out of the hotel most of the day, on Sunday 9th Sept we had not heard anything from the hotel management. We went to reception, where management asked Natalie and George if they would recognise the men to which they confirmed they would, the hotel provided a number of male photos for them to choose from, they both selected the same employees. We then spoke to another manager along with Nacho, her name was Katsiana to which she then said ‘We cannot give you any money’. They offered us a room upgrade and spa treatment which was totally inappropriate, irrelevant and quite frankly insulting. We were left feeling angry, upset and extremely distressed as not only was it £1,003.00 which had been taken but all of our spending money which we had saved over 11 months since the holiday was booked was gone. At this point we said that we wanted to go to the police station, they arranged for a taxi which they paid for and one of the receptionists to come as a translator. When we got to the police station we were advised that they do not deal with tourist crime on a weekend! We rearranged to return to the police station on Tuesday 11th September (we were unable to return on the Monday as we had already an visit booked for X Caret). Although our visit to X Caret had already been paid for back in the UK, myself and George were celebrating our 4 year anniversary. The money we had taken was to pay for the additional activities when there, to make the experience extra special and unique to us. As we had no money, we were unable to do what we wanted to do. The majority of the experiences within X Caret, additional and extra charges are incurred, as a result, we could not participate in what we wanted to do and so this trip was a disheartening waste. We had been trying to contact the TUI representative since the day this incident took place, there was not rep in the hotel at the times stated and we could not contact the 24/7 holiday line. My mum ended up calling the TUI store where our holiday was booked in the UK to see if they could help us. The ladies managed to contact the resort office when they opened and they were advised that someone would visit the hotel to investigate and would then contact us (see attached email). We had a note put under our door whilst we were out stating that it was the hotel management and customer services we were to deal with but where the number should have been input this was left blanc! (see attached document). The rep was due at the hotel the following day at 13.00, she arrived at 13.23 and then told us that she could not stay as she had a welcome meeting in 6 minutes! We were not happy with this response so she reluctantly did stay and logged our complaint (see attached AIR). This is a terrible example of customer service 4 days after being stolen from in a foreign country, to then be told that we had 6 minutes to try and resolve it. This representative was called Tamsyn who made several claims such as Tui could send you some money so that you can at least enjoy the remainder of your holiday. These claims where false and not upheld, resulting in Tamsyn offering us a room upgrade and spa treatment, for the second time arguing that Tui had negotiated this offer, despite being offered this, days before by hotel management. This not only added insult to injury but caused further damage to our existing upset. One Tuesday 11th September we returned to the police station with Miguel from reception to translate, we were in there for 5 hours, we made the report to which we were told they do deal with crimes at weekend and this could have been logged on Sunday and was asked why did we not log this then?! We feel that the only explanation for the officer not reporting the crime on our first visit is because she could not be bothered and we did not offer any money to pay her to do this. A copy of the police report is attached. The police station told us that they could not give us the official report as it takes 24 hours to be processed so we had to make yet a further trip to collect it. Due to someone’s idleness and lack of professionalism, we wasted more of our precious holiday time, prolonging the distress. Wednesday 12th September we collected the report but the hotel staff did not accompany us. We tried to collect the report and were told we had to come back on another day. However, we refused to be shunned and in doing so demanded to speak to higher personnel. The police were now stating (which was never mentioned prior) that we would need to go to a bank and make a payment of $300 pesos and then come back to the police station so that they could process the report. However, the bank was on the other side of the town and was now closed. George was taken through to the back but the person only spoken broken English and just kept saying ‘Pay’. This resulted in George retrieving our taxi driver who did speak good English and Spanish, who argued with the police officer telling them they did not have money to pay for the report, they had been asking for $300 peso, the taxi driver even looked into his own wallet but did not have the money to pay for it either. After 40 minutes of discussions, they reluctantly issued us with the report, then we eventually returned to our hotel. This was extremely upsetting and we both felt incredibly alone and vulnerable in this situation which frankly like many other days of this holiday was completely ruined. Upon our return we spoke with another TUI rep named Jess as we were concerned about how we were going to exit the country as all our money had been stolen. We found her to be rude and extremely un-sympathetic to our situation, she simply replied “Are you telling me you have not got £50, you must have £50!” This was completely insensitive as Jess also suggested that anyone could just say they had been robbed and expect £1000, suggesting we were liars. Jess later apologised for the insensitive comment made, which was not accepted, as her behaviour lacked professionalism and was inexcusable. At this point we were totally aware that TUI were both not willing to help or taking our claim seriously, as we were prisoners within the grounds of a hotel. As guests, we felt unsafe and victimised, which is totally unacceptable to pay a large amount of money to be a prisoner due to a singular thief. We booked this holiday as an opportunity to explore Mexico and see its culture, this was no longer an option, as we now had been degraded to sitting in the hotel for our duration of the holiday. I demanded to speak to her manager who was called Ellie, we told her that we didn’t feel like we had had any support, apology or assistance from TUI she assured us that they are trying, I asked to be kept in the loop and contacted, which she assured me would be upheld but this did not happen. The promise from Tamsyn of TUI sending us some money to try and enjoy our holiday had now disappeared. This was just one of many lies told to us to try and suppress the situation. It is fortunate we booked some trips before we went as if this had not been done we would not have been able to even leave the hotel or explore the country we paid to see. We did have plans to book more trips upon arrival, which we had been told a lot about. These included trips to Cozumel, Xplor and Coco Bongos etc however this was now out of the question. Neither of us wanted to be in the hotel, as it acted as a constant reminder of the situation. Unfortunately, this also had an effect on other members of our party, including my mother and father. Who felt personally responsible, as it was them that had previously visited this hotel and had chosen to revisit this location as a family. My mother and father had lost their parents/ mine and Natalie’s grandparents, and due to the event’s which had occurred, both of them were heartbroken to see the distress we were experiencing on a daily basis. This became bigger than just two people, our frustration as a party grew daily as it became increasingly obvious the hotel management did not have our best interests at heart, so much so we all just wanted to come home. From this point forward, it was myself and George chasing the hotel and TUI reps to try and gain updates on a daily basis. We found out from speaking with other guests that there had been at least 2 other incidents of money being taken from rooms, which management denied all knowledge of. However, the hotel had also paid for the other guest’s taxi to the police station and in both cases hotel reports were made! This was further proof to myself and George that the hotel management were lying to us about events which were taking place. The managers on several occasions were seen to exit the client facing side of the building when we came to the reception to avoid confrontation. The reception staff would then state they have gone and would be back later but would not disclose specific information. This was completely unacceptable, as we were meant to be on holiday. Instead we were wandering round the hotel persistently several times for managers in hope they would have a solution, whether we would be given money to leave the country. This was not a holiday in any sense of the word. When speaking with the other families affected they too were discouraged by the hotel from reporting this incident to the police initially. One of the other incidents was an older couple who had also booked with TUI. However, this was not reported to the police to our knowledge, as they experienced a bereavement whilst in Mexico and with only 4 days left of their holiday their time was consumed with this. Separate to the above complaint we also experienced issues with other aspects of the hotel, when booking the hotel advertised having 6 restaurants but only 2 A La Carte restaurants were open each evening. When this was questioned we were told this is due to there not being enough guests, so the staffing levels were down and it was not worth opening these restaurants. There was no way to know which of the A La Carte would be open until the night, the service in the A La Carte restaurants was not what you would expect, having visited many RIU hotels previously the variety and standard of food was definitely not what we have experienced in the past. Towards the end of our holiday George started to feel unwell having symptoms of food poisoning for two days and, on our return, I started to experience symptoms of fever, sore throat and large clusters of blisters on my hands and feet. This was diagnosed as hand, foot and mouth disease from the hotel. After reading TripAdvisor reviews this was not the first time this has happened to guests. I find it ironic that the theft took place at the start of our holiday, when we still had all our spending money. This holiday was booked by my parents as the previous 12 months to booking, we had lost 3 family members in a very short period of time. This family holiday would be our last as a complete unit with our respective partners, after the events we had had to deal with in our personal life and coming to terms with the grief, this holiday should have been a once in a lifetime joyous experience but instead became a nightmare. Unfortunately, the reasons for which we will remember the holiday have only added to our upset and distress. I would like to stress, how both myself, George and the rest of the party no longer felt this was a holiday, more a living nightmare, as I am sure you can understand why. When this incident occurred, we were told we would have our money back and if this had been upheld, this would have been put behind us and we could have salvaged what was left of our holiday. I understand that procedures need to be followed and upheld. However, these are not procedures but merely a complete denial of the situation that occurred. If this is what happens when any other people are robbed, then these procedures need to be reviewed and changed. We could not have done more, in terms of chasing staff of both RIU and TUI in an attempt to amend the situation. However, both parties were reluctant to help or accept responsibility and take the matter into their own hands. Myself and George, personally believe this should have been done immediately, as it is the duty of RIU and TUI to support and ensure guests experience the holiday they were sold. After the event occurred, we discovered through reviewing our insurance that most travel insurance policies mostly cover medical costs. However, personal money is usually covered between £100-£300, not including the large excess fees to claim. As a result, we have had no help from travel insurance, in an attempt to retrieve our £1,003.00. After being told from two separate TUI reps they can help with this matter, we had still received no help or solution. If transfers from home hadn’t been possible we don’t know how we would have left the country. This would have added to the matter, becoming much bigger than just stolen money, yet once again TUI did not take responsibility for their guests. We put our trust in TUI and its partners, this has been completely shattered. We were looking forward to this holiday for 11 months, for it to be ruined. From 3 days in, this was no longer a holiday, as we wanted to go home. We were left with constant feelings of anxiety along with extreme levels of stress, in our attempts to gain information on the progress made, if any. We felt like this situation was consistently being passed from one person to another, in which no progress was made. This put large amounts of tension between myself and George, as I was struggling to suppress the upset from a very tense situation, which caused a number of arguments. My parents paid over £16,000 for this holiday, turning what was supposed to be a holiday in paradise, in to an endless nightmare. All we asked for was our money back, nothing more. We were not interested in ‘using the system’ to get better rooms or free treatments, we literally just wanted to salvage what was left of our holiday. There has been a complete lack of professionalism from TUI during our stay, we used to actively encourage people to book with yourselves, this will not be the case anymore. At this stage neither of us want to return to Mexico ever again. RIU responded stating that no one can access the hotel safe without their own code. However, we witnessed first-hand this is not the case, as hotel management were able to access our safe from a locked position without the code we had set! The manager of the hotel knew when visiting our room who had accessed both our door & safe and it was at this point he promised us the money would be returned in 3 days. Nacho must have known to promise this knowing, our safe had been accessed illegally. Nacho on a number of occasions stated that he knew it had been taken. We now feel RIU are trying to cover their back with a generic response, questioning our statement, yet again we are made out to be liars. We taped conversations with the manager confirming that he promised us money within 3 days & that they accepted liability, as it was in the hotel safe. Nacho disclosed, in addition to receiving a letter stating any belongings or possessions that are placed in a locked safe, if stolen, are the responsibility of the hotel. It is therefore, through this verbal and written statement that RIU, should accept liability for the theft of our £1,003.00.

third time
Relax52162371898, Toronto, Canada
Sat Dec 08 16:07:00 EST 2018
third time here in last 4 years. staff remember us, and are very welcoming. Property due for a reno next year, and plan to go back. Like most places, some staff better than others (Carlos in buffet restaurant). Room cleanliness needs a slight upgrade



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