Riu Cancun Vacations

We were in the hotel in March 2024. And since we had already been in February 2023 and loved it, we chose it again for the holidays. Honestly, I was very disappointed from one year to the next. Very bad beach service. The few waiters who showed up asked for something and most of the time they didn't bring it to you. The entertainment service changed a lot!!! 2023 is much better!!! There was a girl who spent her time screaming in the pool and it was already becoming intense to listen to her every day... very few people close to the people who were there, they only limited themselves to exchanging in a single pool...
The food, especially at the buffet, declined quite a bit, since in 2023 there was much more variety of dishes.
The attention in terms of restaurant waiters, hall, cleaning. Very good!!!
I hope this improves soon.

Very friendly attention from all the staff. Thank you

In addition to being luxurious, it is a place where the warmth and service on the part of all its collaborators stands out, always ready to pamper the guest.
Special mention for its main restaurant, excellent seasoning and great service.
A place to enjoy and, without a doubt, to return.

Nothing short of amazing

I stayed her Durning the C19 farce so the place was largely empty and i was upgraded. This was the first time i stayed at a "all inclusive resort hotel" and i must say it kinda felt like being on a cruise ship; except you didn't go somewhere new every day and there was less variety in dinning and far less entertainment.

Nothing against Hotel Riu Cancun the resort hotel was not my thing. That is why i gave it 5 stars for what id delivered not my personal preference.

Very good

Hotel is ok, like most but Terrible customer service! I purchased 4 days getaway for my wife and her mother on Mar 8th. Upon arrival the front desk staff kept asking “where is your husband” “when will he be here” it was very confusing… finally after 1.5 hrs (!!!) a 3rd empl explained that they need to see the actual card used for payment. I texted my wife a pic of the card and a copy of receipt but it was not good enough. The staff was rude. NO MANAGER ON DUTY by the way… I expected much better service from Riu… after 1.5 hr they just gave her the room key… no apology, not even a “here is a memosa” for your troubles… my wife felt the rude attitude was because she was a woman… BEWARE!

The experience was good in general, however I had situations that gave a bittersweet taste to the trip. First a congratulations to Rina at reception and Ricardo at the Coral restaurant and the 3 guys at the wet n' drinking bar, the first two for making me feel welcome in a gringo atmosphere and the guys at the bar for not losing enthusiasm despite the load of work. The food is very varied and good as they say. My room was a double with sea view and in person it is a little simpler than how luxurious it looks in the photos, the sea view is good. The 4 elevators are a bit excessive for the 15 floors of the hotel. There were restaurant staff who made me feel that they cared more about tips in dollars, because several times I had to serve my drinks myself and they took a while to pick up my plates, something I didn't see with the gringos. I reported to a gringo at reception, they said they were going to file the report but they did nothing, they just gave me the plane. I am not Caucasian but my daughter and I are tall with light skin and brown hair, I am not fluent in English but I understand things. Well, a gringo with his son got on the elevator, I like soccer and I collect jerseys, I was wearing my Mexico jersey but that day I wanted to wear the green Germany one as a visitor, the gringo heard me speak in Spanish, he saw my shirt and mockingly clapping his hands he said ahh Deutchland, Deutchland!, as if implying that I don't feel Mexican but what the heck about me, I didn't even mess with him. If in their country they treat us as they want, that's fine, but let them come to ours to do the same to the sound of dollars because they will understand that even in our country, gringos make us feel uncomfortable.

Very pleasant instance, great kindness on the part of the staff that assists you in the different areas, first class food, very good experience.

I have enjoyed 2 vacations at this wonderful hotel. Food, hospitality, location, it is all positive. My wife and I will be back again in June for 10 days.
On my March 18 trip, I was quite disappointed with the way I was treated/deceived at check in. My room on an upper floor had been booked for 2 months. I paid for my room and then they inform me that they are full and do not have a room for me. They move me to the Caribe (said it was an upgrade) and give me a basement room with a view of the lawn. We stayed the night, since it was 10pm. The next morning I demanded to get my room as booked at the Riu Cancún. The moved us back and we received our room on the top floor. Certainly not a nice experience. I told them that I’m booked again in June and do not want this to happen then.
I spoke to others at the Caribe whom had experienced the same relocate.
This is an unprofessional/deceptive way to treat your customers.

Do not clean up any accidents that happen in your room. They will still lock you out, charge you, and say they cleaned it. Up until that point of our vacation, it was enjoyable. Then my son felt sick and I cleaned everything up and they acted like we were some belligerent party animals or something. They are very quick to judge people based on past guests it would seem.

Worst management you will ever see. It was terrible for us to get a day pass just because the front desk felt she did not want it to happen. Then every time we went to the front desk it seemed like they communicated between them for them not to help us get a day pass. Awful experience. Ended up moving to the Riu palace and our experience completely changed for the better.

The hotel is very nice, very good services and excellent attention, variety in the. Food, I think they could improve a little on modernizing the rooms. As well as the panoramic view, but overall a very good experience

Love this resort. Would definitely go back.

My wife and I arrived in mid March 2024 for a seven day stay. Rooms are cleaned to perfection daily, common areas including public bathrooms are continuously being cleaned and stay that way. We have stayed at Hilton resorts and other riu resorts and have been very satisfied with the riu resorts. They had a great entertainment team but Gerardo Noval was an exceptional entertainer and motivator. Although shuttle service to a sister hotel was provided,, we weren’t pleased with nightly and sometimes daily entertainment being relocated to their sister hotel several miles away. We just like staying and not leaving the resort we reserved. We’ve stayed at riu las america several times and although the riu Cancun was nice, we are back to out favorite riu las america. Btw, food and restaurants at riu Cancun was very good.

I called for some questions and they left me on hold, they did not contact me again or tell me that we were still online, what bad attention from the man who answers the calls, just for that reason I lost the desire to stay here when I was one of my options or go to Costa Mujeres

Ugh, very delicious and abundant food.. lots of drinks.. the attention from the manager to the entertainment guys and obviously the service guys.. is excellent.. everyone very very friendly. On the contrary, I would say that there is little tranquility but knowing this... I would return without thinking... you can also use the facilities of the other Riu (except Palace) only with the bracelet..

Cons: Horrible theft issue!! My friend got her wallet stolen at the pool. I met another woman who also had her wallet stolen at the pool and the thieves went on a shopping spree to multiple locations before she realized it was missing. Finally, during checkout, I met a group of girls, who stated someone entered their room and replaced a $100 bill with a counterfeit. Just imagine all the people that I didn’t speak with who had their items stolen!! Don’t come here, choose another hotel!
Pros: Located near many shops and restaurants.

Excellent place to rest

this hotel is beautiful until you go to the room, that is way out dated!! food is horrible!!! price is good but you still don’t get what you pay for. i will never return!!!