Hotel Riu Cancun

Great place, lot of great spots where to be: pool, beach, restaurants, bar. Clean and the beach and the sea are beautiful!! Very good place since nightlife ends early but you can get back to the hotel and enjoy the beach with friends and 24hrs drinks. Excellent place. I would only say that rooms require to be updated, look quite old and not well decorated, but the most of the time you are not in the room so nothing to be concerned of. Also few options for specialty restaurants, buffet is always there but not many options “a la carta”. Good food, great vibes. Excellent option. Super location very close to the night life in Cancun.

The hotel was gorgeous and the service was above and beyond! I would highly recommend! The staff treats you like royalty and the refrigerator came fully stocked. The room was cleaned daily and not to mention they followed COVID procedures so smoothly.

Only 1 buffet open to feed the whole hotel , no variance in food and only 1 restaurant open apart from the buffet which was pointless because it was always full . Drinks are low shelf liquor mixed with pure sugar . Rooms are outdated with no blankets! A thin sheet ....is all you get . 5 star? Not at all . Maybe a basic 3 star hotel .

Terrible service at the front desk. They were extremely rude every time I had to deal with them. The elevators had long lines just to use, sometimes 15 minutes long. The food was bad and there were limited options to where I ended up eating off the resort several times. There were a lot of ghetto people there that were fighting everyday. Somebody that was not staff had my room key and walked into my room to steal my stuff, but luckily I was in the room at the time. There were limited amenities and everywhere was just crammed. This is the only vacation where I was contemplating going home early. I will never book Riu again because of the way their staff treated us.

My stay was good with the exception of the unprofessionalism and uncaring attitude of the entertainment staff. I won first place in a trivia contest (hosted by Edgar) and he announced beforehand there would be a prize for the winner however he walked off stage and I had to find him afterwards. When I asked what I had one, he told me that I had a choice of a piece of clothing like a hat or a shirt, or a free massage. I expressed I would like the free massage and inquired how do I redeem the prize. He told me to come find him the next day around the pool area which I did but instead gave me two shot glasses (which were never even mentioned the night before). When I asked why I couldn’t get my massage, he said he did not have the approval and was very dismissive of me like he didn’t care that he promised he something he couldn’t deliver. At this time, I was angry and inquired with another member of the entertainment staff (I believe his name was Jack) but he kept giving me the run-around and told me to check back in with him which I did several times- I am convinced he did nothing to help me that whole time and was just hoping I would leave him alone. I then spoke to his supervise (I did not catch her name) and she said there is nothing she could do besides tell Joey (I believe the Entertainment Manager) that Edgar had made a mistake. I expressed how disappointed I was in how a member of their staff could promise something and then pretend likes it’s no big deal when he reneged on that promise. The supervisor tried to make a bunch of excuses like Edgar was joking around and exaggerating but that is a bunch of BS. I lastly when to the front desk and expressed my frustration and wasted time with their entertainment staff and all they could do was apologize and said they would send something special up to my room. They did not tell me what it would be and it wound up being a bottle of champagne that I did not drink and just gave it to another guest. The front desk people were nice and apologetic but all the people on the entertainment team need a lesson in customer service.