What started as a great trip turned to a bittersweet experience. Although the hotel facilities, the beach, overall cleanliness, entertainment, activities, most of the restaurants, buffet staff and food was very good to excellent the human factor mentioned in the following incident ruined it. The reason we dont recommend the hotel is due to a lack of help from some front desk employees when we originally forgot our phone in the ladie’s room (adjacent to the sports bar). Unfortunately, it was never returned to the front desk. Long story short, the front desk staff was reluctant to help, we got false information from one of them regarding the sports bar outside camera. We were told it was a smoke detector and we had to prove him wrong with a photo. It was very hard to get employee reviews from the camera (they would not allow us to look at the footage) and ultimately we strongly presume our phone was stolen by one or many employees. We are not saying this lightly. When we were finally able to track the phone 1.5 days after the fact (we could not access the tracking tool before that) we saw that it stayed 1.5 days in the sports bar. After insisting at the front desk for a search, a limited one was conducted (without success) in the bar with an employee. Not being an FBI search style, the phone was not found so we went to have breakfast right after. We used the tracking tool again 30 mins later and then it showed that the phone was moving to the other Riu hotel nearby. We rushed to the front desk and asked for a quick transport to the other hotel and it was refused. We were told to call a taxi….. We lost time and we lost contact with the phone for good about 10 mins later. We have evidence of this with screenshots. When we asked to review the 2 cameras in the sports bar we were told they had already helped enough. When we inquired about filing a police report, we were told to go to Cancun. I did some research and we could do it online…. A front desk employee also had the nerve to tell us it could be a guest staying in a room over the sports bar who could have it…. Come on !!! What are the chances that in a hotel of more than 600 rooms our phone would be just there…. And that the same guest would now be in the other Riu close by with our phone…. Even the turistic police at the beach did not believe the employee statement. From this bittersweet experience we don’t doubt that most of employees are honest working people, but some are not. Others should have helped more if they are in customer service. We also found that lifeguards were on their cell phones a lot instead of looking at the beach and not at videos…. The hotel will likely respond that they did try to help us and that they are sorry for our loss, that it was our fault that we forgot the phone in the first place and that employee honesty is their core value and that they will use our comments to improve .. bla..bla..bla.. but based on our experience you can draw your own conclusion…. What started as something forgotten turned to a theft plain and simple. Make sure your can track your phones or tablets quickly and that you have proper data backups…. We also had to get another phone and incurred a cost not reimbursed by our travel insurance. So make sure of what would happen to you in the same situation. Also, remember that you can file a police report online at Fiscalia General del Estado de Quintana Roo and not spend money and vacation time going to and from Cancun. For all this we don’t recommend the hotel.
Overall great experience but, mostly the hospitality and customer service. Specifically from bartenders (Mike , Roberto) and our waitress (Vicky). Entertainment was ok staff was very helpful and rooms were very clean. Bar was restocked daily will come back here again. Only negative is the playlist music at the pool area.
Amazing service I would absolutely recommend and come again
From the moment you step into the RIU, the VIP service you receive is exceptional! The staff is amazing, friendly, and always ready to help, making you feel welcome from the very beginning. This was our fourth visit to RIU Latino, and we will definitely keep coming back! The beautiful beach, comfortable rooms, and delicious food offer everything you need for a wonderful getaway. But what truly makes the experience unforgettable is the outstanding service and incredible atmosphere. Thank you to the entire team for making every visit so special. We can’t wait to return! ❤️
Will never stay at another Riu worst experience ever bought cigars in their store and then was told couldn’t smoke outside!
What started as a great trip turned to a bittersweet experience. Although the hotel facilities, the beach, overall cleanliness, entertainment, activities, most of the restaurants, buffet staff and food was very good to excellent the human factor mentioned in the following incident ruined it. The reason we dont recommend the hotel is due to a lack of help from some front desk employees when we originally forgot our phone in the ladie’s room (adjacent to the sports bar). Unfortunately, it was never returned to the front desk. Long story short, the front desk staff was reluctant to help, we got false information from one of them regarding the sports bar outside camera. We were told it was a smoke detector and we had to prove him wrong with a photo. It was very hard to get employee reviews from the camera (they would not allow us to look at the footage) and ultimately we strongly presume our phone was stolen by one or many employees. We are not saying this lightly. When we were finally able to track the phone 1.5 days after the fact (we could not access the tracking tool before that) we saw that it stayed 1.5 days in the sports bar. After insisting at the front desk for a search, a limited one was conducted (without success) in the bar with an employee. Not being an FBI search style, the phone was not found so we went to have breakfast right after. We used the tracking tool again 30 mins later and then it showed that the phone was moving to the other Riu hotel nearby. We rushed to the front desk and asked for a quick transport to the other hotel and it was refused. We were told to call a taxi….. We lost time and we lost contact with the phone for good about 10 mins later. We have evidence of this with screenshots. When we asked to review the 2 cameras in the sports bar we were told they had already helped enough. When we inquired about filing a police report, we were told to go to Cancun. I did some research and we could do it online…. A front desk employee also had the nerve to tell us it could be a guest staying in a room over the sports bar who could have it…. Come on !!! What are the chances that in a hotel of more than 600 rooms our phone would be just there…. And that the same guest would now be in the other Riu close by with our phone…. Even the turistic police at the beach did not believe the employee statement. From this bittersweet experience we don’t doubt that most of employees are honest working people, but some are not. Others should have helped more if they are in customer service. We also found that lifeguards were on their cell phones a lot instead of looking at the beach and not at videos…. The hotel will likely respond that they did try to help us and that they are sorry for our loss, that it was our fault that we forgot the phone in the first place and that employee honesty is their core value and that they will use our comments to improve .. bla..bla..bla.. but based on our experience you can draw your own conclusion…. What started as something forgotten turned to a theft plain and simple. Make sure your can track your phones or tablets quickly and that you have proper data backups…. We also had to get another phone and incurred a cost not reimbursed by our travel insurance. So make sure of what would happen to you in the same situation. Also, remember that you can file a police report online at Fiscalia General del Estado de Quintana Roo and not spend money and vacation time going to and from Cancun. For all this we don’t recommend the hotel.
Overall great experience but, mostly the hospitality and customer service. Specifically from bartenders (Mike , Roberto) and our waitress (Vicky). Entertainment was ok staff was very helpful and rooms were very clean. Bar was restocked daily will come back here again. Only negative is the playlist music at the pool area.
Riu Latino
Specifică parametrii individuali pentru afișarea ofertei
What started as a great trip turned to a bittersweet experience. Although the hotel facilities, the beach, overall cleanliness, entertainment, activities, most of the restaurants, buffet staff and food was very good to excellent the human factor mentioned in the following incident ruined it. The reason we dont recommend the hotel is due to a lack of help from some front desk employees when we originally forgot our phone in the ladie’s room (adjacent to the sports bar). Unfortunately, it was never returned to the front desk. Long story short, the front desk staff was reluctant to help, we got false information from one of them regarding the sports bar outside camera. We were told it was a smoke detector and we had to prove him wrong with a photo. It was very hard to get employee reviews from the camera (they would not allow us to look at the footage) and ultimately we strongly presume our phone was stolen by one or many employees. We are not saying this lightly. When we were finally able to track the phone 1.5 days after the fact (we could not access the tracking tool before that) we saw that it stayed 1.5 days in the sports bar. After insisting at the front desk for a search, a limited one was conducted (without success) in the bar with an employee. Not being an FBI search style, the phone was not found so we went to have breakfast right after. We used the tracking tool again 30 mins later and then it showed that the phone was moving to the other Riu hotel nearby. We rushed to the front desk and asked for a quick transport to the other hotel and it was refused. We were told to call a taxi….. We lost time and we lost contact with the phone for good about 10 mins later. We have evidence of this with screenshots. When we asked to review the 2 cameras in the sports bar we were told they had already helped enough. When we inquired about filing a police report, we were told to go to Cancun. I did some research and we could do it online…. A front desk employee also had the nerve to tell us it could be a guest staying in a room over the sports bar who could have it…. Come on !!! What are the chances that in a hotel of more than 600 rooms our phone would be just there…. And that the same guest would now be in the other Riu close by with our phone…. Even the turistic police at the beach did not believe the employee statement. From this bittersweet experience we don’t doubt that most of employees are honest working people, but some are not. Others should have helped more if they are in customer service. We also found that lifeguards were on their cell phones a lot instead of looking at the beach and not at videos…. The hotel will likely respond that they did try to help us and that they are sorry for our loss, that it was our fault that we forgot the phone in the first place and that employee honesty is their core value and that they will use our comments to improve .. bla..bla..bla.. but based on our experience you can draw your own conclusion…. What started as something forgotten turned to a theft plain and simple. Make sure your can track your phones or tablets quickly and that you have proper data backups…. We also had to get another phone and incurred a cost not reimbursed by our travel insurance. So make sure of what would happen to you in the same situation. Also, remember that you can file a police report online at Fiscalia General del Estado de Quintana Roo and not spend money and vacation time going to and from Cancun. For all this we don’t recommend the hotel.
Overall great experience but, mostly the hospitality and customer service. Specifically from bartenders (Mike , Roberto) and our waitress (Vicky). Entertainment was ok staff was very helpful and rooms were very clean. Bar was restocked daily will come back here again. Only negative is the playlist music at the pool area.
Amazing service I would absolutely recommend and come again
From the moment you step into the RIU, the VIP service you receive is exceptional! The staff is amazing, friendly, and always ready to help, making you feel welcome from the very beginning. This was our fourth visit to RIU Latino, and we will definitely keep coming back! The beautiful beach, comfortable rooms, and delicious food offer everything you need for a wonderful getaway. But what truly makes the experience unforgettable is the outstanding service and incredible atmosphere. Thank you to the entire team for making every visit so special. We can’t wait to return! ❤️
Will never stay at another Riu worst experience ever bought cigars in their store and then was told couldn’t smoke outside!
What started as a great trip turned to a bittersweet experience. Although the hotel facilities, the beach, overall cleanliness, entertainment, activities, most of the restaurants, buffet staff and food was very good to excellent the human factor mentioned in the following incident ruined it. The reason we dont recommend the hotel is due to a lack of help from some front desk employees when we originally forgot our phone in the ladie’s room (adjacent to the sports bar). Unfortunately, it was never returned to the front desk. Long story short, the front desk staff was reluctant to help, we got false information from one of them regarding the sports bar outside camera. We were told it was a smoke detector and we had to prove him wrong with a photo. It was very hard to get employee reviews from the camera (they would not allow us to look at the footage) and ultimately we strongly presume our phone was stolen by one or many employees. We are not saying this lightly. When we were finally able to track the phone 1.5 days after the fact (we could not access the tracking tool before that) we saw that it stayed 1.5 days in the sports bar. After insisting at the front desk for a search, a limited one was conducted (without success) in the bar with an employee. Not being an FBI search style, the phone was not found so we went to have breakfast right after. We used the tracking tool again 30 mins later and then it showed that the phone was moving to the other Riu hotel nearby. We rushed to the front desk and asked for a quick transport to the other hotel and it was refused. We were told to call a taxi….. We lost time and we lost contact with the phone for good about 10 mins later. We have evidence of this with screenshots. When we asked to review the 2 cameras in the sports bar we were told they had already helped enough. When we inquired about filing a police report, we were told to go to Cancun. I did some research and we could do it online…. A front desk employee also had the nerve to tell us it could be a guest staying in a room over the sports bar who could have it…. Come on !!! What are the chances that in a hotel of more than 600 rooms our phone would be just there…. And that the same guest would now be in the other Riu close by with our phone…. Even the turistic police at the beach did not believe the employee statement. From this bittersweet experience we don’t doubt that most of employees are honest working people, but some are not. Others should have helped more if they are in customer service. We also found that lifeguards were on their cell phones a lot instead of looking at the beach and not at videos…. The hotel will likely respond that they did try to help us and that they are sorry for our loss, that it was our fault that we forgot the phone in the first place and that employee honesty is their core value and that they will use our comments to improve .. bla..bla..bla.. but based on our experience you can draw your own conclusion…. What started as something forgotten turned to a theft plain and simple. Make sure your can track your phones or tablets quickly and that you have proper data backups…. We also had to get another phone and incurred a cost not reimbursed by our travel insurance. So make sure of what would happen to you in the same situation. Also, remember that you can file a police report online at Fiscalia General del Estado de Quintana Roo and not spend money and vacation time going to and from Cancun. For all this we don’t recommend the hotel.
Overall great experience but, mostly the hospitality and customer service. Specifically from bartenders (Mike , Roberto) and our waitress (Vicky). Entertainment was ok staff was very helpful and rooms were very clean. Bar was restocked daily will come back here again. Only negative is the playlist music at the pool area.
Riu Latino - Informații
Localizare:
- aprox. 17 km de centru Cancun
- aprox. 3 km de terenul de golf
- direct lângă plajă
- timpul de deplasare de la aeroport aprox. 40 min.
- Locație
- Calitatea cazării
- Camere, Servicii
- Servicii
- Valoare
- Curățenie
- Michael M2026-10-21Foarte bun
Overall great experience but, mostly the hospitality and customer service. Specifically from bartenders (Mike , Roberto) and our waitress (Vicky). Entertainment was ok staff was very helpful and rooms were very clean. Bar was restocked daily will come back here again. Only negative is the playlist music at the pool area.
- Meander375966709382026-10-13Excepțional
Amazing service I would absolutely recommend and come again
- Y291RTalexm2026-10-12Excepțional
From the moment you step into the RIU, the VIP service you receive is exceptional! The staff is amazing, friendly, and always ready to help, making you feel welcome from the very beginning. This was our fourth visit to RIU Latino, and we will definitely keep coming back! The beautiful beach, comfortable rooms, and delicious food offer everything you need for a wonderful getaway. But what truly makes the experience unforgettable is the outstanding service and incredible atmosphere. Thank you to the entire team for making every visit so special. We can’t wait to return! ❤️
Protejează-ți vacanța
Costul asigurării reprezintă o mică parte din prețul vacanței, dar te poate ajuta să eviți costuri mari în caz de îmbolnăvire sau accident
Protecție pentru familie
Mai multă liniște atunci când călătorești cu copiii
Situații neprevăzute
Vacanța ar trebui să fie un moment de relaxare. Asigurarea suplimentară îți oferă sprijin dacă, în timpul călătoriei, se întâmplă ceva neprevăzut
Costuri sub control
Chiar și o singură consultație, investigație medicală sau transport medical poate însemna un cost ridicat. Asigurarea ajută la limitarea acestui risc
Informații Mondial Assistance
Verifică detaliile variantelor de protecție »De ce merită să alegi această locație Riu Latino
- hotel pentru adulți (18+)
- Wi-Fi gratuit în întregul hotel
- ofertă culinară bogată
Specifică parametrii individuali pentru afișarea ofertei
