Riu Cancun

From the moment our transport stopped, there was trouble. Bellman seemed to busy to assist us, not even a hang on, let me get you some help. We moved our baggage and found our room on our own. The room, very dated, bed was hard, very poor electrical setup, internet network that would fade in and out, just like the hot water in the room. Seriously you could not get a consistent water temperature, either hot or cold, and there was a smell from the water and the room. When I went back to the front desk to address the issues, they did make an attempt to find us a new room at another one of their resorts, only option was an additional $400/night. Financially unacceptable. I was given an email address to send my concerns to, and they basically said because we booked our trip through Southwest Vacations there was nothing they could/would do, we had to address the issues with Southwest. The only other option given was to get the US State Department involved. Seemed extreme and we declined. The level of service that was given, was definitely not what a 5 star resort should offer. No wait staff at the pools, guests allowed to scream at each other in the lobby without being addressed was remarkable. The staff were polite, and gracious as individuals, but overall the staff was inadequate. The food that was served was edible, consistently breakfast was the best meals of the stay, there was no room service. If you wanted something to eat when the few restaurants were closed, (these rotated) you were directed to go to the 24 hour sport bar, and get a premade, paper wrapped sandwich. There were coolers full of these, along with stale nacho chips and runny cheese. We did figure out that the grocery store and pharmacy across the streets were better options. Overall this was a very disappointing vacation and we were glad to get to the airport on the way out for better food. If you have a choice, choose elsewhere, you will have a better vacation. We will not go back to any RIU resort, it’s not worth the headache.

We did a last minute trip and stayed at Riu Cancun. Beautiful resort, very clean with great staff. Will definitely stay here again. 10 out of 10

SUPER CLEAN ! Great Rooms, Great Food, Great Pools, Great Beach, Great Bar, Great Parties and Entertainments and Excellent Customer service by all the Staff!!!

Riu is a reliable all inclusive brand that I have returned to. The bed was comfy and watwr pressure almost too much as the sink soaked me nearly every time, but that is not a complaint. The food is mediocre in the buffet except for lunch which is great. The al la carte Japanese, Italian and Steakhouse were all great. No reservations accepted, they give you a pager when the table is ready. I thought there was no food available between 10pm and 7am, but the Sport Bar has sandwiches and the like 24 hours a day. I discovered that after ordering Uber Eats. As for bars, I liked the Corner Bar near the relax pool best as a quiet place to read. Alexandria, Irma and Jackie were all great providing attentive but unobtrusive service. Riu is generally a more party oriented brand and there are parties 4 times a week at Riu Caribe with bus transportation provided. I found the main pool social and a little loud at times, but the relax pool was quiet (until a group showed up with a speaker yelling at each other). The jacuzzi is near the relax pool and it is not hot, just bubbly with only half the jets working. The beach is ok. It is obvious that staff clear seaweed dince the water is brown with it even though the beach is clear with white sand. Most of the clientelle is from either USA or Mexico. Smoking is only permitted out of the hotel (across from the lobby). Being in the middle.of the hotel zone, there are lots of nearby bars, shops and the Ultramar ferry is a minute walk away with transportation to Isla Mujeres. Sadly, I didn't prebook a transfer on arrival and was charged MXN 2200 for one way from a guy sporting "official ID". That was robbery as my Uber back to the airport was less than MXN 500. There is a Circle K, 7 Eleven and Oxxo all nearby offering lower prices than the hotel gift shop. I chose a lower floor (3) and was grateful more than once as elevators often arrived full.

This was our first time in Mexico. We would highly recommend the Riu Cancun. A special mention must go to Santos who greeted us and saw us depart. He carried our bags to and from our room and always had a cheery smile on his face whenever I saw him in the hotel. The steakhouse at Turquesa was excellent as was the Japanese and Italian restaurants. The staff at the poolside bar were quick and friendly. The entertainment in the evening was outstanding. We have booked to go again next September.