Riu Palace Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

8662 reviews

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  Less satisfied on my 4th stay

  This is the fourth time I've stayed here. I do have issues that will probably make this my last visit. The food in the buffet seems to have diminished in quality especially for dinner. example: Paella was served at lunch but then placed out at least two more times at dinner. It was all dried out and not edible. There was a tempura type fish dish that looked delicious but wasn't edible. We opted for buffet on our last night as my girlfriend had Montezuma issues for two days. I honestly only found one entree that looked good. We were also disappointed with the Mexican dishes as we live in Arizona and have many restaurants to choose from. We did have delicious meals at Krystal and Miyagi. The rooms and hallways are becoming an issue as well. Tile in hallways is showing grout issues- not sure if it's mold. We had to get new keys three times during our stay. The electrical sockets wouldn't hold our chargers without propping them up with something. One afternoon I filled a sink to shave and the water was almost orange. We were told they had an issue around two AM. It cleared up eventually. I have no complaints about staff. They are the nicest people on the planet. The Sargassum has ruined the beach but that's Mother Nature and we were aware of the problem beforehand.

  Jul 01, 2025
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  Good hotel, but service is bad when you need to solve situations

  The hotel has a beautiful beach and overall a nice atmosphere. The food is good and there are plenty of cocktails, although most of them are overly sweet and full of artificial coloring. The rooms are a bit tired and could use some renovation, but everything is generally clean and nicely maintained. There were some consistent issues with housekeeping. Even when we left tips, they would often forget to restock the minibar — no water, no drinks, no refill of the rum. At times, the ashtray on the balcony was not emptied. Coffee in the room is provided, but there’s no cream, which is a small but annoying detail. Also, there’s no toilet on the beach — you have to walk all the way to the main restaurant. The beach shower is also quite far, and there are not enough palm trees, so you constantly have to move around to find some shade. In the last few days of our stay, the beach became full of seaweed, and unfortunately, they stopped cleaning it up altogether. It was impossible to swim. On the positive side, the animation team was great — lots of fun activities and entertainment. The à la carte restaurants were very tasty, and the main buffet had a wide variety of options. However, most dishes included milk, which was a problem for me since I have a dairy intolerance (both lactose and casein). There were very few dairy-free options available, which made meals a bit difficult. But the biggest issue happened toward the end of our stay. A bag with medications — very important ones for the digestive system, worth at least €200 and brought from Germany — disappeared from the room. It had been sitting in the same place for the entire vacation, and suddenly it was gone. When we reported it to the reception, they simply sent a cleaning supervisor and the housekeeper to “look for it” in the room. Neither of them spoke English, and of course, the bag was never found. The reception staff just shrugged it off and offered no help or apology. This was extremely disappointing and unacceptable. Because of that experience, I cannot fully recommend this hotel, despite the nice beach and good food. The lack of responsibility and care shown by the staff when something serious happened really ruined the overall impression.

  Jun 30, 2025
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  Very nice resort

  My wife and I spent three days and nights at the resort. We received a complimentary room upgrade, which was marvelous. I can't speak to the standard rooms, but our two-story suite was fantastic. We were there during the off-season, which I believe is why we received the upgrade. The food selection was excellent, and we had no issues with the service. Unfortunately, we arrived during peak sea grass season. While the beach itself was beautiful, the shoreline and water were covered in large amounts of sea grass, which made swimming less enjoyable. Additionally, the number of pools was somewhat limited. Even though the hotel wasn't at full capacity, the pools felt overcrowded, which detracted from the experience for my wife and me. We did, however, take a few excursions to different snorkeling sites and really enjoyed those. That said, those activities were not included in the all-inclusive package. Overall this is a very nice resort.

  Jun 29, 2025
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  Nice Resort

  This was our 3rd time at the Riu Palace Mexico, we like the location and the service, going to add to my last year review, staff is always the highlight of the stay and we definitely noticed improvement of the service, Front desk staff has improved a lot, check in takes 5 minutes and actually online check in works we did not have to do anything other than picking up our room keys, Noticed that Hotel Manager is available on the floors day and night, Also using the Riu App, they are very responsive to app request in a very short time, The resort is immaculate cleaning wise, yes the lobby decor is old and need some update but you don't feel it, entertainment staff also has improved a lot and there is always something going on that can entertain you from the lobby pianist to the outdoor musician or even some games that they run during the day, Great selection of Food and drinks, Very attentive to any request if you have any dietary restriction. Main restaurant staff is by far the best in keeping up with variety and cleanliness, Italian and Crystal were the best specialty restaurant. Fresh fruits and sea food are abundant and have a good taste. the not so good, pools cleaning is inconsistent and need more attention, also and it was not the hotel fault but the beach this year was extremely full of seaweeds, was not swimmable at all. Overall was a great and very consistent quality service that you always get at the Riu palace Mexico, we would go back

  Jun 28, 2025
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  Great times in Playa del Carmen

  Stayed at this resort several times over the years and enjoyed our stay again. Great location, comfortable room, good food and drinks.

  Jun 26, 2025