Riu Cancun - Adults Only - All Inclusive

Everything was perfect.

John·2 weeks ago

The excursion service was good, food was okay, and rooms were average. However, there was a lack of communication and not enough postings of events. The hot tub didn’t work, face cloths and towels were limited, and I had to go multiple times for different keycards. I kept it away from phones, but still had to go at least once a day. Rooms could have been cleaner.

Gale·2 weeks ago

“Extremely disappointing experience”

The lobby was nice, the food decent, and the location was close to all bars. However, the experience was extremely disappointing—customer service needs serious improvement. The resort looked nice, but the treatment we received ruined everything. One friend had already checked out, yet the hotel still treated him as a guest. The situation was handled poorly, causing unnecessary frustration. Communication between staff was minimal and nobody seemed interested in resolving the issue. The security staff were particularly disappointing, with several interactions coming across as rude, aggressive, and unprofessional. Security should make guests feel safe, not like a problem. The bartenders were also a major issue; the bar was practically empty, yet we had to stand and wait while bartenders ignored us. We shouldn't have to repeatedly ask for service when standing directly in front of an empty bar. RIU is supposed to be a resort with all-inclusive service, yet we felt ignored and unwelcome on multiple occasions. The property may be nice, but a nice resort means very little when staff make you feel like you’re bothering them by simply asking for service. Management seriously needs to address the attitude, communication, and customer service of certain staff members. For the money we paid, we expected significantly better treatment. I would not return based on this experience.

Jorge·2 weeks ago

I loved the beach, but the bed was horrible and stiff—better beds exist in cheaper hotels. I had to wait 3 hours to check in while later arrivals got rooms first. Noise from people in the halls and next to your room persisted all night. Blood was splattered on the hallway floors for most of the day while staff claimed they were "cleaning rooms". The AC in the room never got cold, the ceiling fans shook and made loud noises as if they were about to fall. Rooms also had a moldy smell. The wall plugs on each side of the bed couldn’t hold a charger and were too close to the fan/light switch. I will not return or recommend anyone to stay here.

Reannan·2 weeks ago

The staff were very friendly.

Milijan·3 weeks ago