Riu Palace Aquarelle

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1287 reviews

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  Mixed pros and cons- no accountability

  Mixed Experience at RIU Aquarelle. Beautiful Grounds, Great Entertainment, but Major Service Flaws I recently stayed at RIU Aquarelle in Falmouth, Jamaica, and while there were some highlights like the beautifully maintained grounds, sparkling clean pools, and an absolutely lit entertainment team that truly brought life to the resort. The overall experience was disappointing due to several service and operational issues. Let’s start with the good: The property itself is stunning. The landscaping is lush and immaculate, and the pools are well-kept and inviting. The entertainment team was hands-down the best part of the stay as they brought energy, fun, and real heart to every event and activity. The wait staff throughout the resort were also consistently friendly and attentive. However, a number of frustrating issues overshadowed what should’ve been a relaxing getaway. First, the booking experience was misleading. I specifically selected this resort because it advertised that Apple Pay was an acceptable form of payment, but upon arrival, I was told only physical cards could be used, no tap, no virtual cards. As an international traveler relying on mobile payments, this caused a major and unnecessary headache. Transportation via Nexus was another sore point. They had no record of our flight, and the pricing felt dishonest. We were first quoted $30, then suddenly told $50 cash to the representative with no receipt for a FREE hotel transfer. We ultimately felt safer calling an Uber. Our Junior Suite with Sea View turned out to be anything but. The view was mostly of the resort grounds with the ocean visible from the balcony. When I called to address the issue, I was told I could “upgrade” to the room I thought I had already booked for an extra $160. That felt like a bait-and-switch tactic. Inside the room, issues continued. A different guest’s name appeared on our TV, the towel holder came off the wall, and the sliding door lock was broken. Maintenance showed up, but the attitude was dismissive, stating he would fix it after we check out. One morning we even received a call from the front desk asking for the other guest whose name was mistakenly attached to our room. Dining was also hit or miss. The steakhouse in particular was a letdown. What was listed as filet mignon tasted more like a tough, unseasoned skirt steak, and the space was swarming with gnats, which made enjoying the meal nearly impossible. Manager Kagelia was kind and responsive when we brought this up, but the quality didn’t match the expectations for a resort of this caliber. Additionally, the liquor throughout the resort tasted noticeably watered down. Overall, this stay had potential but fell short on too many fronts. For a first-time visit to the RIU Aquarelle, I was hoping for a more seamless and high-quality experience. A beautiful location can only do so much when core service and hospitality standards are lacking. I hope management takes these concerns seriously and makes improvements, because the resort truly has the bones of a great destination, it just needs more consistency and integrity in its service.

  Jul 17, 2025
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  Family friendly vacation

  Great place for a relaxing vacation if you don't want to leave the resort. Excursions 30+ minutes out. Beautiful, very clean, nice entertainment.

  Jul 16, 2025
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  Fun at RIU AQUARELLE

  Food was very good. Asian and Italian resturant was the best. Great breakfast buffet and grill by pool was good. Never had trouble getting chairs on beach, for family of 10. Kids loved the Waterpark. Sports bar and area were very good.

  Jul 16, 2025
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  Worst ALLINCLUSIVE EVER

  •Changed shuttle bussed 2xs •Not a happy welcome when we arrived $250 charge for a paper armband if lost •Food “SoSo” nothing I wanted to go back •Pools close @6pm WTF •No luggage racks I room; suitcase on the floor •Only one meal in restaurants and it’s all inclusive; no take out •Very busy; people EVERYWHERE •Elevator wait it’s long if you have a high room •Workers not happy

  Jul 15, 2025
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  Hotel Aquarelle

  The hotel is very lively but I don't think I would rate it a palace having travelled to quite a few Rius. The staff were very happy & helpful except in the restaurant I believe it was White Bay every evening we would have to find a table and set it up ourselves. If drinks were ordered they seldom arrived & we would constantly have to ask after a while it became very annoying.

  Jul 15, 2025