Hotel Riu Cancun

Please save yourself the agony and look elsewhere immediately. This place screams covid central as no precautionary measures that are advertised are actually in effect. To start the man at the entrance pumps you hand sanitizer and merely holds a thermometer but never does he actually take anyone’s temperature. The security will treat you as though you are a criminal trespassing if they have the slightest suspicion that you do not have a wristband. When you walk in you are hit with an overwhelming fragrance that permeates the lobby from air diffusers that are so strong I got nauseous. I later realized that this was an effort to mask the pungent mold/mildew odor that emcompasses the rest of the resort- if we tested for mold- I can guarantee you this place would be positive for it at high levels. As we proceeded to the elevator after checking in, there was a POOL OF BLOOD in the elevator. A woman simply came to clean it up with what appeared to be a dirty ripped grayish towel attached to stick without even spraying any chemicals insisting that the said towel was sufficient to sanitize the blood! We were rushed into the elevator afterwards because there was a line and noticed that there was blood smeared onto the walls of the elevator as well! As luck had it, we had the burden of being on the same floor where this bloody mess had either ended or originated. There was blood on the floor as we got out and I stepped in it, it was EVERYWHERE! I asked for something to sanitize my shoes and the employee said he didn’t have anything to help. The blood was on the tiles, on the carpet, trailing into a hotel room with a DO NOT DISTURB SIGN and nobody seemed to be aware or care. I was genuinely concerned that someone may have been harmed and told the guard only to find the blood in the same spots hours later!!!!!! I threw out those shoes btw- and sadly they were kind of expensive. The front desk staff was very inattentive and quick to dismiss my remarks about the blood- I even recorded a video to show them that the blood was actually blood and pinpoint where exactly the blood was so that they could address it immediately. Day two the blood stains still remain intact. The 3rd day I complained about the blood again- this time I dealt with a gentlemen named Paulo who had a very bad attitude, was unpleasant, lacked empathy and was condescending towards me when I got visibly angry that nothing had been done about the blood on the elevator walls and carpeting on the 6th floor. He pretty much blamed the housekeeping department rather than just apologize and ensure me it would be addressed immediately. As a business owner- blaming your own employees is unprofessional- to me this showed he was not a team player and only looked out for himself. I asked him to walk with me to check out where the blood was so I could be on my way- he said no- it is not his department and that he will have me show housekeeping. It was as though he (Paulo the front desk manager) was the one on vacation and I was inconveniencing him by having him address the appropriate staff to take care of it. The burden was on me it seems- the blood that hadn’t been cleaned up was my problem and it wouldn’t get cleaned up unless I showed the housekeeping staff where it was. I was livid actually, this man treated me as if I was one of his employees and it was my duty to wait for housekeeping and show them where it was rather than just have me show him and be on my way to enjoying my vacation. I was visibly angry and he had the audacity to make a remark to another hotel guest waiting behind me regarding my demeanor. The hotel guest sided with me and agreed that it was tacky on his part to single me out as a guest as she was also there to complain. I told Paulo this is the 3rd time I am coming to the desk about this same issue- he told me it was my fault for not having the app on my phone because I shouldn’t be coming to the front desk to begin with and everything should be done on the app. My apologies for not having a fully functioning smart phone at the moment Paulo- my touch screen barely worked. He treated me as though I was burdening him by coming to the front desk- newsflash buddy- before technology people coming to the front desk was the norm and quite frankly it is your duty to tend to hotel guests and their requests so long as they are reasonable. Btw the blood was not cleaned off the carpet AT ALL AND REMAINED THERE UNTIL THE END OF OUR STAY AND IT IS PROBABLY STILL THERE. The elevator got cleaned on my last day because I took the time to show the housekeeper lady where exactly it was so she could clean it. The beach has apparently been damaged by hurricanes back in June and is relatively small now. The resort is huge and probably attributed to the relatively tiny beach. There are at least 3 damaged peers which have yet to be repaired. If you like to watch sunrise the view is obstructed by other hotels and not visible from this location. The beach is also on a rocky strip of the beach- meaning the tide will slam you on the rocks in the water if it is strong enough. You could not order drinks on the beach as you could at other resorts I stayed at- only in the tiled areas that lead to the beach next to the pools. Next- we get to the food, it sucks. Only the Mexican food is worth your while. Everything else tastes like they went to Costco grabbed all the frozen crap and plated It nicely. The food was “Recycled” throughout the restaurants- if it wasn’t finished at one restaurant you would find it at another before making it to the final destination- the 24 hour restaurant- they assume people are drunk enough by the time they get back to not notice- guess what- I NOTICED. Desserts are recycled at the Coffee Café- every single dessert they served daily was stale as it was spared from last night's buffet- not a single fresh item. The food was a 2/10 meaning for every 10 things I tried only 2 would be OK- it’s like I’d take a bite of everything praying that it was actually fresh or edible. I lived on fruit mainly and bread if it appeared to be fresh. The drinks were watered down- so was the shampoo. There is a poor liquor selection, it is mostly cheap bottom shelf stuff you drink in high school. Even the soda was watered down or terribly flat. The walls are thin and we could hear everything our neighbors did. The conditions were definitely not very sanitary given covid times. To start they do not use disposable plates, utensils, glasses, and you need to request a straw and you may or may not get one depending on how many times you ask. The servers enforce masks to grab food, yet allow people to approach the buffet with old plates and without resanitizing their hands after touching their mouths, eating, drinking etc, yeah doesn’t seem like they have taken any of this into account. The hotel room floor hallways smell of strong mold and/mildew, there is a damp, pungent, musty odor that reeks of laundry you may have forgotten about in the washing machine for long enough. The rooms have no comforter and the bed feels like a giant jail cot with some bounce. There is visible dust everywhere, the bathroom reeks even more strongly of the described odor above- I had to keep the door open to survive it. We had a reservation for 2 yet only had 1 robe to share. The mini bar area is a joke- it is so crammed and doesn’t contain any liquor worth your while. There is not a smart TV- which for the price is appalling. You’d expect at least a Bluetooth speaker- we’re in 2021 this is offensive. To turn the light on you need your key and there are only 2 outlets in the room and 1 in the bathroom. Individuals who rated this resort 5 stars have clearly never been to a resort with the same price tag- the level of service and quality of food was relatively awful. I would never stay here again and highly recommend that those with standards who have traveled enough and stayed at other all inclusives do not either. My experience was utterly disappointing.

I visited Riu Cancun on 01/16/2021. My friend and I were looking for a quick getaway for MLK weekend and we came across this hotel. The day we arrived we checked in and saw that the hotel looks nothing like the pictures. After checking in we were given a room. We got to our room and the room was disgusting. It was dusty and looked like it was not cleaned properly. We opened the fridge and the fridge was disgusting. We immediately went back to the front desk to change our room. We got a different room and although it was not great it was better than the first. Within 2 hours of arrival we were ready to leave the hotel. They did not practice social distancing the food made me sick and the hotel was severely outdated. We decided that we could not stay and tried to check out. The receptionist gave us a hard time throughout the check out process and refused to give us an itemized bill. We were told that we would be refunded for the nights that we didn’t stay, as RIU does not have an early cancellation policy (we searched). We get back home today and get an email saying that we will not get a refund. I will never stay at another RIU again. This has been the worst experience of my life!

I have booked 2 top suites for my VIP clients for 3 days and they had a bad experience so I have tried to call the hotel about the issue and wanted to speak to a manager and they said managers don't take calls so they asked me to send an email than I have been disconnected. Next 4 calls I did their line was busy. Than I have reached out to a lady who was nice but when I told her to speak to a manager she said Ola Ola like she can't hear me and again she hung up the phone. It seems like the front staff doesn't want anyone to talk to a manager. Anyway I have called late hours again and the gentleman at the front desk with a very poor English told me he can't talk right now and he hung up. He didn't even listen the problem. After total 12 international calls in one day I couldn't talk to anyone about the issue and more sadly no one bothered to ask what was the issue or asked for assistance. Also the wi-fi supposed to be free and when my client checked in he couldn't figure out how to connect wifi so asked for help at the front desk so they took the phone and connected him to wifi but at the check out they charged him wifi fee because of front desk staff connected him to high speed with purchase. REDICULOUS. Also there were hairs on the bed and the elevator had missing buttons so you had to get out on second floor to walk to the lobby. I have never experienced such a poor and rude service.

BE AWARE of this Riu Cancun hotel the night before we checked out the house keeper stole my diamond ring and diamond neckless hidden in my bags. Even tho we put a sign do not disturb on the door they still went in.

We travelled during covid and thought we would be confined to our rooms and subject to severe penalties for no mask, but this hotel has done an amazing job at not only reinforcing covid protocol with designated no mask zones, sanitation stations everywhere, stringent social distancing measures during dinner, they also reinforced protocol but allowed us to still have the same amazing experience as before covid; fun and open spaces for activities, the beach, pool, entertainment. Despite having no pacha/ disco, this hotel is conveniently located 4 minutes walking distance from the strip where all the clubs and hype is. The excursions were amazing, 5 stars to Xperience with Xcaret. BEst excursion I have done by far and I've been to Mexico twice and have participated in many excursions. THE STAFF HERE IS AMAZING. Attentive, caring, client centric, happy, and you can tell they love their jobs. They gave me a reason to always tip until I got to the point where I became sad that I ran out of cash tipping everyone around. Dining servers, bartenders, entertainment team, excursion team and most of all the front desk team is absolutely phenomenal. If I could recommend them for promotions, I would. I'll definitely be going back!