Combining friendly hospitality with alluring amenities, this popular, family-friendly retreat provides the perfect setting for memorable Mexican escapes. From the brightly colored guestrooms to the thatched-top dining options, lively entertainment, large beachfront pool, the children’s pool and playground and the splendid activities program, this retreat is sure to please.

Location

Playa del Carmen - Beach
Cancun, Mexico (CUN) : 37 miles

Property Information

Year Built: 2000
Last Renovation: 2015
Accessible rooms: 4
Floors: 3
Total rooms: 396

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Resort Details

Dining

You don’t have to go far for delicious food and drinks, these options have you covered.
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Amenities

Treat yourself to everything that this resort has to offer and more.
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Activities

Whether a land lover or a water sports fanatic, you’ll always have something fun to do.
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Hotel Advisories

Advisory Student Groups/Spring Breakers (either groups or individuals, regardless of age) are not allowed at any time during the year. Guests disturbing or generating complaints from other guests or hotel may be removed from the property, at their own expense. Parties in rooms are not permitted.
Advisory The state of Quintana Roo will be charging a sanitation tax of a minimum $32.57 Mexican Pesos (approx. $1.89 USD), per room per night. This amount is not included in your vacation price and will be collected at your hotel. This fee is subject to change at any time without notice by the hotel.

General Policies & Fine Print

Check In: 3:00 PM
Check Out: 12:00 AM
Minimum Check-In Age: 18
General Policies:

Check-in Policy - Deposits or credit/debit card hold authorizations are not requested at check-in. "Minimum age of 18 is required for check-in, an ID/Passport will be requested upon arrival.

Convention Policy : Groups traveling together can book this property for their stay taking advantage of group benefits such as 6th or 11th complimentary guest, Group dinner reservation, One complimentary cocktail hour with a selection of appetizers, One complimentary massage for the group leader, Complimentary room upgrades to the next category, Fruit plate and bottle of wine for the VIP, Private check-in when arriving together,  Welcome sign. Applicable with Wedding Collections and Social Packages. Consult terms & conditions.

Spring Break Policies - Student Groups/Spring Breakers (either groups or individuals, regardless of age) are not allowed at any time during the year. Guests disturbing or generating complaints from other guests or hotel may be removed from the property, at their own expense. Parties in rooms are not permitted.

Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.

General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.

Pet Policy Pets Not Allowed
Early Departure Policy:
  • Early Departure Penalty: 1 Night Applies: Sunday - Saturday 04Jul24 - 23Dec26
  • Early Departure Penalty: 2 Nights Applies: Sunday - Saturday 24Dec24 - 30Apr25
  • Early Departure Penalty: 2 Nights Applies: Sunday - Saturday 24Dec25 - 30Apr26

Customer Ratings & Reviews

TripAdvisor Traveler Rating

TRI_LOGO_ANCILLARY_4.5 8272 reviews
  • TRI_LOGO_ANCILLARY_ 2.0 star tripadvisor rating
    Terrible

    When we arrived, there was no one to greet us or show us where the check-in was. Check-in was quick. We were given a map of the hotel, and directions were given as to where we were staying. No bell boy to take the luggage to our room. We had to try to find our block in the dark. When we eventually found the block, we realised we were on the top floor and had no lifts! 6 flights of stairs for the third floor. When we got up to the 3rd floor, the corridor reminded me of a bad travel lodge. Poor paint work, and shabby. The room was spacious but dated. Definitely needs a revamp and a fresh liquor of paint. A separate toilet as you enter, a spacious bathroom with 2 sinks. The bed was big and comfortable, but the sheets were stained, including the valance. The minibar is included and has optics on the wall. We had to ring to get the minibar filled with soft drinks only as we did not want alcohol. We went for food in the main buffet and found it very relaxed in how people dressed. People were out for the evening meal in beach wear, which I think is unacceptable on an evening. The food was overcooked and either cold or luke warm. I found a fly alive and upside down in my pasta. I reported it to staff. She just put it in the bin and carried on with her job. As the holiday went on, it was very repetitive as the days went on. The al la cartes are very relaxed too. We took clothes to dress up but felt very out of place as no one really bothered. The Asian is buffet style, so get up and help yourself. My husband found a hair on the shushi, so I reported it. The chef took the whole platter, took the piece of sushi, placed it in the bin, and put the platter back out!. The Italian is by far the best. Again, buffet, but order your main meal by scanning the code for the menu. We did not try the Mexican, so I can't comment We tried the steak house on 2 occasions I asked for well done, but it came out medium rare. If you like hot dogs, burgers, chicken nuggets, fajitas, and fries, you'll be ok. Cold, though! I reported the stained sheets and standard of food to the tui rep. She said she'd report to the hotel, and they would give me an update. The next day, I unfortunately came down with a stomach bug. I know the hotel has previously stated they have a high standard in the food they serve and blame people being poorly on travelling to different countries, but we travel 4 times a year and I'm never poorly with diarrhoea as I was with this hotel. A few days later, the tui rep asked if the hotel put anything in our room, which they hadn't. I explained I'd been poorly with the standard of food, and the sheets were still stained. She advised they were clean and it was just stains from the standard of water. I don't expect stained sheets in a 5 ☆ hotel. Apparently, it's not 5☆ as advised by the rep! Management entered our room without knocking when my husband was in the room and couldn't speak English. They stripped the bed and gave us clean sheets. Have to say that when the sheets were changed again on change day, we got stained sheets back. The tui rep ( Maria) advised us if we didn't like the standard of food, to go to the sister hotels Yucatan or Tequila. It is the same food in all 3. The pools and beach are not far from our room. I had to send my husband for drinks at the pool bar as I was ignored by Jorge constantly. He would serve everyone else but me. He would talk to the other staff about me, and they would eventually serve me. The swim up bar absolutely stunk of urine. People were in there all day and not moved to go to the bathroom. There's only 2 toilets for the 2 pools, the child's pool, and the people on the beach. The beach is beautiful and made the days bearable, although the sun loungers have seen better days. Oh, and they have an imaginary line that you can not put your sun loungers passed. Then rudely asked to move back and shown the invisible line. There are no rules to state this. The beach towels are also stained!! 2 of the towel boys are very rude. We were not the only ones to mention this. The entertainment is poor. They have a white party which is held over the road in the sister hotel Riu Tequila. Far too many people for this. You literally can't move, far too hot, and you wait to be served at the bar for about an hour as everyone just pushes in. This is our first time in a Riu, and I am totally disappointed and won't use the chain again.

    Nov 01, 2024
  • TRI_LOGO_ANCILLARY_ 5.0 star tripadvisor rating
    Family holiday for a big Birthday Mrs 60th,

    Fantastic 2 weeks, as soon as you enter the hotel you know you are in for a treat. We dined at all the restaurants and there is some for everyone, huge choice and quality. Drinks, brilliant choice and service. Overall holiday 100%, but what makes this hotel special is the staff, cleaners, bar staff and catering, totally happy. Simple would we come back, family of 4, definitely. Great location, meet some fantastic people. Will return

    Nov 01, 2024
  • TRI_LOGO_ANCILLARY_ 5.0 star tripadvisor rating
    Fantastic hotel

    Stayed at this hotel before and didn’t disappoint. Always a fantastic hotel with fantastic staff, can’t recommend enough 😃

    Oct 27, 2024
  • TRI_LOGO_ANCILLARY_ 5.0 star tripadvisor rating
    60th birthday

    We came to Rui Playacar for my husbands 60th. We were joined later by other family members and had the most wonderful time.

    Oct 27, 2024
  • TRI_LOGO_ANCILLARY_ 5.0 star tripadvisor rating
    Fantastic holiday

    We came here as a family of 4 with 2 rooms we stayed in block 8 this time the rooms are really clean and spacious the only problem was the our rooms had a door in the middle which was locked but u could hear every thing in the other room but other than that it was an amazing hotel and the staff are fantastic froy at the bar was amazing he remembered what we were drinking and servered us with a smile fantastic guy .

    Oct 24, 2024