Ratings based on 1,539 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 22 May 2024
Beautiful beach, multiple pools and dining options. Staff were friendly, kind, and courteous. My only complaint is that there wasn’t a central elevator from the main level to the pool/beach level. My poor Nana had to take her walker all the way back to the elevator by her room down to the pool level and then navigate through the hallway maze of rooms with no signs to find the pool area because she couldn’t access the stairs.
by A verified traveler
Posted 20 May 2024
Area is very remote to just everything. A cab ride to Cancun will cost $60usd each way. Food is very repetitive at the buffet. Buffet had several area not supplied and decorated with apples... Shows at the evening are either great in some evening (Mariachi was excellent) and other evenings were cheese (ABBA show and most others). If you like parties, the White and Pink parties were big. The good is that you can go to other RIU hotels and take advantage of the pool, beach locations and bar. However, you are not going to be able to eat at the venues. Overall, if it's your first RIU experience in Cancun you may like it. In another hand, if you have ben before like I did, this will be very repetitive and I should have booked elsewhere as no efforts are made to vary from a location to the other.
Comment from Hotel Management
22 May 2024 by Hotel Riu Palace Costa Mujeres, Hotel Management
Dear Marc-Andre,The best reward is to learn that you had a nice time.Thank you very much.In our pursuit of excellence, it certainly saddens us to read that you were left disappointed with some areas. The management will be notified.We look forward to seeing you again.Best Regards,Hotel Riu Palace Costa MujeresOnline Reputation Manager
by A verified traveler from Long Island City
Posted 19 May 2024
This property held us hostage when we were checking out over their claim that we owed them 38$ because we did not return the key cards. They told us we could have a 1230 check out and while we waited for the Uber after that time in the lobby they held us hostage at their facility because they said we owed 38$ for the hour!
We could not believe it! We had a flight to catch and they would not allow the Uber to come pick us up. They literally held us hostage on their property over a false claim we did not agree to.
The managers name was Janita on May 19th, 2024.
She refused to give her last name.
The first room they gave us the air conditioning wasn’t working and they gave us a new room. The air conditioning doesn’t work in ANY of the rooms! The temperature never gets below 23 degrees Celsius. Furthermore the food was awful the whole time - worst food I’ve ever had at an all inclusive resort.
They should be ashamed for how much they are charging for this place! Complete sham! Worst all inclusive experience ever - and the front desk staff were so rude.
Comment from Hotel Management
21 May 2024 by Hotel Riu Palace Costa Mujeres, Hotel Management
Dear David,We always kindly recommend to leave the full name on feedbacks, so we can do the proper follow up of what you are stating and assist you when applicable.Nevertheless, we wish to remark our guests are always treated with the utmost respect. Please note that guests are informed upon arrival of the hotel's policy.We are saddened to read that despite our efforts and the goodwill of our staff, we have not been able to fulfil your wishes and you have not found anything positive about our hotel.Best Regards,Hotel Riu Palace Costa MujeresOnline Reputation Manager
by A verified traveler
Posted 17 May 2024
by A verified traveler
Posted 16 May 2024
by A verified traveler
Posted 14 May 2024
Excellent! Would recommend to anyone traveling with their family
Comment from Hotel Management
22 May 2024 by Online Reputation Manager, Hotel Management
Dear Marc-Edwin,Thank you so much for leaving us your wonderful opinion. Without you, our work would be meaningless.We look forward to seeing you in this, your second home, to offer you an even better stay.See you soon. Yours faithfully,Hotel Riu Palace Costa MujeresOnline Reputation Manager
by A verified traveler
Posted 13 May 2024
It was beautiful and everything was great. Front desk clerk was awesome
Comment from Hotel Management
17 May 2024 by Hotel Riu Palace Costa Mujeres, Hotel Management
Dear Gwendolyn,The best reward is to learn that you had a great time.Thank you very much!We very much look forward to seeing you again.Have a great day!Loving wishes,Hotel Riu Palace Costa MujeresOnline Reputation Manager
by A verified traveler from Apopka
Posted 13 May 2024
by A verified traveler
Posted 13 May 2024
it was boring . Not much going on food was 5/10
Comment from Hotel Management
15 May 2024 by Online Reputation Manager , Hotel Management
Dear Cynthia,Many thanks for choosing Riu and for sharing your experience with us.We are saddened to hear that your recent stay did not match your expectations in all aspects.We sincerely hope that we will have the opportunity to welcome you back again for a more satisfying experience.We remain sincerely,Hotel Riu Palace Costa MujeresOnline Reputation Manager
by A verified traveler
Posted 12 May 2024
