TripAdvisor traveler ratingbased on 2734 reviews
LocationCancun - Beach
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General policies & fine print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Spring Break Policies - Minimum Age Condition: At least one person 21 years or older is required in every room during February thru May. The Hotel reserves the right of admission and may request guests show passport
or official ID to prove age. During the remainder of the year, at least one person 18 or older is required in every room. Guests can and will be removed from the property at their own expense in case of any disturbance or complaint from other guests or hotel
Transfer Policy - A price may display when children stay free, if your vacation includes transfers to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
*Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.*
Ratings & reviews
TripAdvisor traveler rating2734 reviews
Very very average. Look for a better hotel
Disappointing. Food 2/5: horrible experience! They make you feel they are making you a favor. Terrible lines in the 2 decent restaurants of the entire hotel. You end up having to wait for 2 hours or eating in their regular buffet. Hard bread, dry meet, oily food. Service: 5/5. Great service! Very good Hotel infrastructure: 4/5. Rooms are very old and smell old Fun fact: check in is at 4pm (vs 3pm any other hotel at Cancun) and check out is 11am (vs 12 pm any other hotel in Cancun). Not sure if they feel very smart about it, but is a terrible experience for you!!! How come check out 11am!!!!! Give me a break. A nasty gentleman nocked my room door at 11:30!!! Threatening to charge my card. WTF! 11:30am
I will be back!
There is really nothing bad I can say. The food was excellent and the staff was superb! I stayed from 9/14-9/18. I wished I had stayed the weekend. The initial forecast was thunderstorms all week and I literally rained for 15 min as I was waiting for my transport to pick me up from the airport. I was hoping for one good day of sun- I had 5! The only “con” was the temperature in the rooms. They were preset to 23.5 degrees Centigrade (74.3 degrees Fahrenheit) and could not be changed. At night it was not bad but mornings and afternoons were extremely hot. They did adjust the temperature down 1.5 degrees (when it got hotter in the week) and it was a little more comfortable. I get it. It’s cost effective to keep all the rooms the same temperature. You also had to have the key card in a slot in the room to control the electricity. Another cost effective measure. It was annoying at night. To try to keep my door open so I could see after I took the key card out of the slot. Again I get it. It’s to save money and I would deal with that as long as the resort has the same excellent food and staff. The nighttime entertainment was fun and the games and water Zumba during the day at the pool was fun too!
Great Resort & Pablo Saved My Trip!
We went down to Cancun end of August - September 2020 and stayed at Riu Palace Las Americas. PROS: -Pablo from the front desk went above and beyond to make sure I had a pleasant stay. He literally turned my fabulous trip into a phenomenal one! He made sure that I had a room with the most stunning views! I literally woke up every morning with a smile on my face because of it. Please let him know that I said thank you!! - The resort is trying their best to keep guests as safe as possible. - Mats to sanitize your shoes, temperature checks and hand sanitizer are everywhere. - Masks are required unless you are eating or in the pool. However, I did not see any enforcement of this. - Staff always has masks on. - The property is gorgeous! And they keep it and the beach very clean. - The staff is super friendly and helpful. CONS: -We chose Palace because we thought we would have exchange privileges at the other resorts but WRONG! They have stopped that due to COVID. They should update their property descriptions to state what perks have been removed. FYI, no exchange privileges, no room service, no liquor dispensers, etc. -The check in process was smooth for the most part and although I am a travel agent they did not put all of the rooms I booked any where remotely close to each other as I requested. - I love Riu and have been a die hard Riu visitor since 2011 but the food on the buffet is getting increasingly worse. I don't blame this on the resort itself. I blame Riu as a whole. They have to get better about food prep and sourcing. Some of the food was downright inedible. And the food was the only reason I did not give this resort 5 stars. We ate off of the property frequently.
Best Location And Amazing Staff - Thank you Giovanni
Wanted to take my time and give an honest review as I feel the staff is extremely amazing. With may stays here, This location is always my go to. The Food is always top Notch and the restaurants are always Clean and Safe. The Food Staff and Servers are always great and tentative. When it comes to the Activities at the resort during the day and evening are always fun. The Animation staff is excellent. Please Give Giovanni from the Entertainment staff a huge compliment as he is always a great person and friendly. Always seeing him in the past 3 visits, he does a great job and is a great Host. - Thank you Giovanni for making our stay fun and enjoyable. The other team members are wonderful too! The rooms are perfect as always and most all have a great view and very comfortable. The Cleaning staff are always here when we need them. The resort is in a perfect location whether it be if you need a bank or local shopping or just a few items, the store located across the street is very convenient. Only a 6 minute walk to City club or cocobongo or Mandala. Will definitely be back again and again.
First time in 10 years of travel I had to check out early. But before I did I spoke with Ernesto (head front desk) and Ricardo (? director of operations) to confirm the logistics of the refund. After them allegedly speaking with sales department I was given a green light and was told I'd be getting a full refund back to Orbitz for the UNUSED nights. But upon my return home, I received an email from Orbitz, saying the hotel denied the refund. A 4 star hotel staff deceived a guest who was not happy with the whole hospitality experience that included Covid violations. I will describe my experience in full detail once I have time to sit down and put the never ending list together, as well as some pictures.