Hotel Riu Palace Peninsula — Hotel in Cancún

I would give more stars if i could but the rooms are in need of renovation badly here.They smell of the toilet room not nice at all. It happens at night the smell comes out.We bought our own air fresh spray because it was that bad! Shower leaks on to the floor.Also when your traveling with family you need 2 beds in a room and not being able book that is extremely disappointing!You have to just hope your luck is good when you check in and they have a 2 bed room for you and your family. If I'm booking a suite for family we should be able to book 2 beds. The staff here were really awesome and all friendly mostly.The check in lady was the best and so nice and helpful to get us 2 beds because I do not want share a bed with my mother!Thank you to her for saving us to not have to share a bed here.I think the only rude staff member was the lady at the entry of the buffet who dresses in blue at the buffet.She was so mean and rude to me when asked I her a simple question of:Do we seat anywhere?It was a super busy night and she gave me the nastiest look up and down and didn't say word when I asked her this.Strange this lady was giving me attitude for absolutely NO reason at all.Lady I was trying to be respectful by asking this question as it was our first night here and it was very very busy.I was asking her to be nice because I'm a respectful human being.She had no reason to be that rude to me for asking a simple question. The woman dressed blue working the door at the buffet needs a major attitude adjustment big time!Anyway,all the other staff made up for her rudeness.Now the food was medicore at best some OK but mostly always cold.It's very rare to get any hot food anywhere even in the seated restaurants it's never hot only luke warm at best.The steakhouse was Absolutely the worst food out of all of them! OMG it was so bad there we couldn't even eat the steak it was so tough like gum and the knife couldn't even cut my N.Y. strip I needed a chainsaw for this meat it was so tough! I took 2 bites that's it I couldn't eat anymore of that beef gum.We were some of the first people in the restaurant at open and they didn't give us a water view table they sat us in back row instead.To bad as were amazing tippers for good service! I guess we werent good enough for a window seat being the first of 6 people in the restaurant?The Mexican restaurant made up for our steakhouse experience as the Mexican restaurant staff were amazing!The food also was the best in the Hotel.Cappuccino Bar staff top notch we loved them all.❤️Thank you to that awesome chica works the days mostly she made the best coffees. All the staff in that area super amazing at their jobs.The Sports Bar here is the worst EXTREMELY disappointing way to small and needs a modern upgrade badly.Sports bar food sits out all day and all night gross.The other Riu's sports bars are clean and refrigerated food items and kept clean.Not here it all food room temperature.We checked out all the other Riu's on the strip and this sports bar was by far worst and most dirty and depressing room out of all of them.The others were beautiful and clean at the other Riu's but not this one here. The beach and pools layouts are really nice here.Its spaced out well so you dont feel like sausages packed in so closely together. Now on to the beds here not comfortable and comes along with mere sheet and 2 thin pancakes for pillows. I stay at Riu's once a year and honestly if i could tell the Riu Family Owners one thing it's we all really wish they would focus more on finding better and more comfortable beds because the Riu's are known for having Notoriously bad bedding and beds and pillows.I have never stayed at a Riu chain and said these beds are so comfortable never.More like these beds are horrible and not comfortable.I do wish we had a higher end Riu choice that focuses on the beds and the bedding because its important to some people on Vacation. *Updated:Got sick here 4 days out with stomach parasite meds.🤢From the food said the Doctor who treated me.Beware and goodluck to all...

I Expected more…, I came here with my family to enjoy some nice summer weather and to have a nice vacation overall.

Upon checking in, it was a nice and welcoming experience. I was helped by Liz. She was basically amazing overall, she made the experience of checking in to a hotel like hanging out with your friends.

Moving on the the room quality, My room was a Suite with ocean view as they call it. I immediately started to notice major issues especially hygiene related issues. I noticed the lamps by the beds are fully rusted, And disgusting to touch. The bathroom had particles on the floor, didn’t really wanted to find out what they were exactly, and The balcony had cigarettes on the floor. There was a welcoming card talking about how “The room was cleaned for your experience” and that card had a drink spilled over it which was just embarrassing. The shower handles were starting to rust and everytime I took a shower the water leaked underneath and soaked the bathroom part of the room. The air vents were filled with dust and had a yellow ish color. Some plugs didn’t work, The TV was way to small for the amount of distance between the beds. Lastly The bedside table was really dirty as well.

Moving on to the service, Unfortunately, Unless you are from the area you didn’t felt welcome it was almost like the people’s just wanted to give you what you wanted (for example a drink if you requested a drink) and just wanted you out. Most staff didn’t had a smile on there face, which to be clear, I don’t expect them to have one they are there own person after all but when a person dosent have a smile you ofcourse feel Sympathy and wonder what’s wrong not all of them was like that tho fortunately I met 2 bartenders and there where amazing.

I had my 15 year old son with me. Rio has a bracelet system they give you at the check in and remind you not to loose it by threatening you to pay $120 US dollars if you do lose it to clarify, the bracelets are not gold its paper. It is color coded by age group and other factors. The hotel has 3 pools and one of them is a cool bar type pool for adults only according to the label sign. I attempted to hang out in that pool with my son but we where immediately kicked out. I get that the environment is for adults but when I am spending the amount of dollars I want to relax in an environment with my son where there is no toddlers splashing water around screaming and basically doing todler things. And that place is your only option. For the other pools it is really not that sanitary there is leaves in them and becouse of nature ants end up on the leaves and you just have leaves with ants floating around you.

There is a beach side that saves you from the pool and it is amazing hands down.

For the place environment wise you can’t say anything negative it is indescribable of how amazing it is makes you realize how nature can be awesome.

Overall I expected way more when spending the dolars I spent and these are basic expectations but when these expectations are not met it is really disappointing for a all inclusive resort. I just wanted to enjoy a good relaxing summer vacation but unfortunately RIU could not meet those standards. I know they are going to respond saying sorry for the experience and we will forward the review to appropriate team members like they did to all the other negative feedbacks, and not do anything else, Witch I could care less, since my goal here is to tell people that maybe re consider this resort when you are spending all that work/cash to get here to enjoy some vacation time.

Below is an updated situation! Today is July 27 2023 3 Weeks After My Horible Vacation From Riu

My Airpods Pro was stolen at this resort now I didn’t include this in the review and my review was not biased becouse of that situation becouse obviously it’s not RIUs fault. Well that was until today I found out the person who stole it is a curent Employee at RIU. Once again RIU has left me speechless. I can’t provide more info based on this situation becouse of the...

I stayed here when I went on vacation in July and give it a 3 for the following reasons. 1) when we showed up for our flight, there was something wrong with the plane and we were deboarded and booked onto new flights. This changed our arrival time by 7 hours since we had to drive 2 hours to the nearest airport. With this information on hand, we called the hotel knowing we had arranged for the free transportation service to take us to the hotel letting them know we would be late due to problems with the plane. They told us they would be waiting for us when we got there. When we arrived at the airport in Cancun we were looking for the man we were told would take us to the hotel. we spent forever looking for him and he was not wearing the uniform the email said he would be wearing and wasn’t even holding up a sign for the hotel. He then told us we were pretty much on standby and they would take us to the hotel IF they had room and IF they had other guests going that way. We obviously were not familiar with the area and entered panic mode because this was the only transportation that we had arranged. Thankfully, there are a lot of options at the airport if this were to happen to you as well. 2) in comparison to the other Riu hotels, this one is located pretty much in the middle of nowhere and located next to no tourist areas. You pass them all as they drive you to the hotel and they’re all far away unless you have your own vehicle. We did not rent a car so we were pretty much stuck at the resort the entire time unless we took the bus or walked. 3) if you decide to use the bus, one of the workers told us to only attempt to use it between 10am-3pm because from 7-10am and 3pm-they stop running, it’s rush hour from everybody commuting to and from work. If you find yourself needing transportation outside of these hours, you have to find a taxi who then will charge you up the butt when you tell them you are going to a hotel and Uber does not exist in Mexico. We found this to be 1000% true. This made it extremely difficult to explore the surrounding areas. 4) you have several options for restaurants located within the hotel but if you do not show up 30 minutes before they open, it was pretty difficult to get into the restaurant that you want due to the enormous waiting list and you are pretty much stuck going to whatever is open and sometimes wouldn’t be able to get into any of the restaurants leaving us to find a different option for dinner. The staff is incredibly friendly but unfortunately this was an everyday experience we encountered when we stayed a week. 5) pools don’t seem to be temperature regulated. We went in July and unknowingly during a heat wave and every time we tried to use the pools, it felt like we were sitting in pee water due to how warm the water was. ALL of the pools were extremely warm. 6) when we would request room service it was never done. We would leave the room for the day and put the tag out saying please clean our room and would be gone for HOURS throughout the day and come back to the way we left it. 7) when we first arrived, we were asked to fill out a survey about the hotel asking us to rate each area given even though we had only been there a few hours and the workers would not leave us alone until we filled it out. 8) they do have somebody on sight that can book you tourist excursions so that was how we were able to go to the ice bar. However, they have a package where you can eat and not eat. The food provided through the hotel was rather disappointing and extremely limited to those with dietary restrictions. Overall, the only thing that it has going for it are the workers. They keep this place going. They are so friendly it made me want to stay forever and become their friends. Other than that, we had a not so memorable experience and if we ever were to visit, we would pick a different hotel to stay at. The people are beautiful and I loved them however the hotel didn’t live up to its expectations and raving reviews we were given and was the reason we chose...