Riu Cancun - All Inclusive - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14482 reviews

• 

  Fantastic time great hotel.

  An amazing hotel staff are very friendly. You could have lots of fun or chill out. Food and the restaurants were really nice.Lots to choose from.

  Jan 29, 2026
• 

  Almost Paradise

  This place is truly amazing. The only negative I can say is that the water at the resort is not purified. I’ve never stayed at any resort in Cancun that it wasn’t safe to drink the tap water. They do offer you tons of huge bottles of water free though. The food was amazing. The staff was as well. Fernando took care of us every morning at breakfast and Saquel took care of us at the bar daily. He’d see me coming and by the time I got there he’d have my drinks at the edge of the bar ready for me. No waiting. All this while waiting on hundreds of others. Now that’s some amazing service. Even their toilet paper 🧻 was the best I’ve ever experienced at any resort in Cancun before. And I’ve been going since around 1993. You have to get up super early to try and get the pool chairs you want. But that’s at any resort. We will definitely stay here again and we highly recommend it. It may not be for everyone, but they sure went out of their way to cater to us, as well as anyone else that we spoke with. They cleaned the common areas non stop daily. Plenty of nice places to walk to right outside the front doors. Entertainment staff worked non stop to help make everyone happy. Free shuttles and theme parties almost every night. Perfect beach location as well. I say this was a couples trip, but it was just us as a couple. Adults only property, which was especially a perfect choice for us. Personally I say you can’t go wrong with choosing this resort. I’m sure others will disagree. But my thoughts on that are they should pay the major extra bucks for one of the many over priced resorts. There are plenty of those to chose from as well. This place is this best bang for your money for sure.

  Jan 28, 2026
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  Jan 2026

  Rooms could be updated. They are modern but lots of wear and tear outdated decor and outlets. We did see a critter in the bathroom. So they need to exterminate.

  Jan 28, 2026
• 

  Clean, friendly and efficient

  The facility was very clean overall. Staff was friendly and helpful. There was never a significant wait for drinks at any bar location. Liquor and drink options were great. Downfalls were that there was generally a wait for the evening dining options, besides the buffet. There was also towels out prior to 7am on the chairs that had sun all day. A majority of the chairs lost sun early afternoon due to the building location.

  Jan 28, 2026
• 

  Bad customer service, key issues and elevator issues!!

  Extremely poor experience I had during my stay at RIU Cancún, which was honestly the worst hotel experience of my life. To start, when we landed in Cancún, the complimentary transportation took over 40 minutes to locate us, and then another 30–40 minutes to pick up additional guests. While this was inconvenient, I didn’t complain since the transportation was free. However, the real issues began at check-in. When we arrived at the hotel, we were assisted by Adri at the front desk. Prior to traveling, I had already called RIU customer service to confirm that my reservation and payment were valid and to understand check-in policies. Adri requested our passports and the card used for payment. I explained that the reservation was not booked using a physical card and showed her the digital card, which clearly displayed the last four digits, my name, and the charged amount. Everything matched correctly. Despite this, Adri insisted that because the transaction description did not say “RIU,” she needed to contact the call center to verify payment. I personally called RIU customer service and was told that the payment had already been processed and that everything was fine. Adri then asked us to email screenshots of the digital card and payment details to reception.cancun@riu.com. After waiting over 40 minutes, the call center still claimed they could not verify the payment. At this point, a supervisor named Mr. Diego was called over. We calmly explained the situation and our frustration, but he laughed in our faces. When we asked why he was laughing, he said he would stop and then walked away, stating there was nothing he could do and that we needed to cancel and rebook the reservation. This behavior was extremely unprofessional and disrespectful. Because of this delay, we missed one of the main events we planned our entire trip around the Pink Party, which I had planned for weeks in advance. Adri eventually canceled and rebooked the reservation and charged the card again, gave us our wristbands, and issued our room keys. We thought the issue was finally resolved. The next day, around 9:00 PM, our key card stopped working, which forced us to return to the front desk. Once again, we were assisted by Adri, who then informed us that she had charged us the wrong amount the previous day $103.79 instead of $1,828. We were very understanding and immediately attempted to make the correct payment. Unfortunately, my card was flagged due to the large international transaction. I asked if we could resolve it the following day after contacting my bank, and Adri said that would be fine. What we didn’t realize was that the next day was Saturday, followed by Sunday, and then Monday (January 19, 2026) was a U.S. holiday, meaning the bank was closed. We explained that this situation was not our fault and resulted from Adri’s mistake, and that this issue could have been avoided if handled properly on our first day. Another employee later told us that Adri was still training, even though she told us she was already a manager. We then spoke with the general manager, who told us that if payment was not made immediately, we would be forced to leave the property and could potentially be arrested for staying without payment — despite the fact that the issue was caused by a staff error and we had every intention of paying. This was extremely stressful and frightening. After hours of waiting, the original canceled payment finally cleared back into my account, and we were able to make the full payment to avoid being kicked out or facing legal trouble. Even after resolving everything, Adri and Mr. George gave us hostile looks, making us feel extremely uncomfortable, as if we had done something wrong. Despite paying with my hard-earned money, the hospitality we received was terrible. I felt disrespected, stressed, and unwelcome throughout my stay. Because of this experience, I will never return to RIU Cancún, and I will not recommend this hotel to others. I hope RIU takes this complaint seriously and addresses the unprofessional behavior, lack of training, and poor customer service we experienced.

  Jan 27, 2026