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General policies & fine print
Check-in Policy: Deposits or credit/debit card hold authorizations are not requested at check-in. "Minimum age of 18 is required for check-in, an ID/Passport will be requested upon arrival.
Convention Policy : Groups traveling together can book this property for their stay taking advantage of group benefits such as 6th or 11th complimentary guest, Group dinner reservation, One complimentary cocktail hour with a selection of appetizers, One complimentary massage for the group leader, Complimentary room upgrades to the next category, Fruit plate and bottle of wine for the VIP, Private check-in when arriving together, Welcome sign. Applicable with Wedding Collections and Social Packages. Consult terms & conditions.
Transfer Policy: A price may display when children stay free, if your vacation includes transfer 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.
Ratings & reviews
TripAdvisor traveler rating7535 reviews
The water is gorgeous in that area, but the resort left lots to be desired. Yes, it is pretty and the food is great and they are pretty well accommodating. But I spent half the week without hot water. They refused to acknowledge I had a problem. They sent maintenance men who could not speak English to fix the problem but never did. I was so stressed from dealing with the issue! Ruined my vacation. They finally moved me to a new room. Also, we were promised balconies but only one of the four people in our party got a balcony. It rained one day and there was no backup plan for people so everyone in the hotel was hanging out roaming around or sitting in the lobby. We had to ask for a few board games! The floors were slippery and there were no rugs around to keep people from slipping and injuring themselves (one of my friends fell and was badly injured). And when you asked a question from someone at the front desk about something or other (advice or where shopping is), we got a different answer from different people. The place was so loud!! And baggage storage is out in public in the lobby where anyone can grab it! I would never go a RIU again!
Excellent hotel - definitely recommend it!
This was our first stay at this hotel & it exceeded expectations in almost every way. All the staff that we came in contact with were very friendly & helpful – nothing was too much trouble. We had a junior suite and for 2 of us there was more than enough space &, importantly, there was plenty of storage space for our stuff. We were here to scuba dive so we had quite a bit of dive stuff as well as our normal clothes etc. The hotel is in need of a lick of paint – it has been painted white almost throughout & the walls are getting a bit dirty & chipped in places. Apart from that the room was fine – everything worked (air con, fridge, hairdryer) so we had no complaints. The bathroom, apart from the toilet, is open plan. There is a curtain that you can pull part way round the bath & the shower cubicle has a glass door but apart from that it is totally open. They provide a toiletries & they were replaced as we used them. The hotel is “U” shaped & some rooms face into the “U” & some face out. Ours was outward facing & whilst we didn’t have much a view, it was very quiet. They have an army of cleaners both inside & outside the hotel who work hard to keep the rooms, public spaces & the grounds spotlessly clean. The food was amazing. We’d seen reviews saying that the food was repetitive – we found that there was plenty of choice & they did ring the changes on some of the dishes. However, there were “staple” items that appeared pretty much every day in some form. Some also said that there was no international cuisine but there was quite a variety on offer most nights in the buffet – Italian, Chinese, Japanese, Indian as well as Mexican (which is international if you come from outside Mexico….). All the food was of very high quality & the choice was overwhelming – some nights we struggled to make a choice because there was so much on offer that we liked. We never got round to trying the themed restaurants because the buffet was so good. The breakfast & dinner buffets were in the Don Julian restaurant & lunch was in the Guacamole. In addition to these & the themed restaurants there is also a café (Cappuchino I think) & a bar just off reception. There is also a self-service bar (Lounge 24) that is open 24 hours a day. If you’re out & about you can have lunch & drinks in some of the other Riu hotels in the area but you have to have breakfast & dinner in the one you’re staying in (you can have drinks in the others at any time). The all inclusive includes unlimited drinks, though some of the bars aren’t open all day. There are optics in the rooms & the fridge is stocked with beer & soft drinks (including water). Someone comes round every day to top up the fridge – if you are in the room they will ask what you want. The only thing not available in the rooms is wine. The hotel has an entertainment team who organise a variety of activities through the day – things like bingo, water volleyball, yoga, Spanish lessons & dancing. There are also some watersports included & they are run by Scubacaribe who also run the dive centre in the RIU Yucatan nextdoor. While we were there the sea was too rough most days for things like the kayaks, bodyboards & catamarans so we only got to try the bodyboards – not as easy as it looks! The sea in front of the hotel is very shallow – not really deep enough for swimming. There was also live entertainment in the evenings but we didn’t go to see it. We thoroughly enjoyed our stay here & our only regret was that we didn’t go for longer – hopefully we will be back next year & we will stay for longer then. I would definitely recommend this hotel, it was fabulous!
Our family of thirteen spent a week at this hotel. It was a wonderful stay. The variety of food was impressive, we all agreed it was the best food we’ve had at an all inclusive. The hotel ambiance is beautiful, however, we saw some areas in need of updating. The very best of this hotel is the STAFF. Like other reviews stated, the staff here is truly amazing people. Excellent service with big smiles, we had a big flood in our room from the room above, all was taken care of as quickly as they could. Pools and beach areas are kept clean and lots of staff to meet everyone’s needs. Elena the bartender made us wicked drinks night after night, this little lady is quick, best mixologist in Mexico. Luis, waiter in main buffet restaurant, you rock! We are so thankful for all you did for us. Kayla, Andre and Sofia at front desk, exceptional people. So many other staff members that helped to make our stay awesome, we thank you.
Memories last a lifetime with RIU PALACE MEXICO
First time we stayed here at RIU Resorts. We loved Palace Mexico because it’s not an Overwhelming resort. It is the perfect size, but you can enjoy their other resort amenities next door or across the street. The food was fabulous! Our favorite was the Steakhouse, Mexican, Japanese and buffet. The staff was amazing and accommodated to our needs. The beach is stunning. We met lovely people from all over Europe that will last a lifetime. LUPITA KEPT our room spotless and we were very grateful for her friendliness and hard work. Volleyball and horseshoe games were so much fun on the beach. We had a fabulous time for my husband’s birthday. The staff surprised him with a special decorated cake that was delicious. The entire staff went above and beyond our expectations and always asking if we needed anything to accommodate us. The Resort is situated in gated community of Playacar where we could take evening walks to the small shopping center or walk to Fifth Avenue. Thank you for the memories and see you again soon!
Great stay and nearly perfect
Had an amazing time at the Riu Palace Mexico. First time at this palace but we have stopped in other Palaces so knew what standard to expect. On arrival we were greeted by Francisco helping with the cases at reception, who then walked us to our room with our luggage after we had checked in. We chatted with Francisco pretty much daily over our 2 week stay, he had remembered our names every time we spoke and gave us great tips on some trips and local things to see. Check in was a breeze and all very helpful and received a nice cool drink while checking in after a long flight and traffic jams on the way to the hotel. Lobby bar was always managed well and you never really had to wait long for a top up if sat at the bar or sat at the tables and chairs. A mention to Omar and Elana who were fantastic at their job and always pouring you another one when the last one you had was supposed to be your last [uno mas]. Buffet restaurant was good with lots of choice, people who say there is nothing to eat are being really picky because there is a very wide range of foods [Breakfast and Evening meal]. Nelsy who served us most evenings in the buffet was an absolute star, always smiling always asking how our day had been and what we had been up to. Pool and Beach are both stunning settings for your lazy days. On the beach you do get mithered quite a lot by people selling hats, bracelets, silver and plates to name just a few and sometimes get fed up of the " no thankyou" to everyone that passes. Drinks service at both are fantastic and Pastor and Henrry always working hard to keep everyone hydrated. Only restaurant we tried was the steak house which was fantastic. Eaten there on 4 occasions and the food was superb each night, getting a top up for a drink sometimes took a while, but overall, it was a good experience. House keeping was spotless each day and so was the whole place, hotel and gardens are stunning. So on our first visit to this hotel we were very pleased with our stay and couldn’t really say a bad word about any member of staff we encountered. Now to the only faults we came across: The room 0057 with garden view just had a slight damp smell, only slight but just there for a few minutes while the aircon kicked on. Then some idiots in the room above one night having a bit of a party from 2 till 4 am. Rang reception at about 3.30 and said they had been made aware of the noise and were dealing with it. Having drunken noisy guests is not the hotels fault but not what you need on your holiday in paradise at that time in the morning. The inside of the bath had been touched up with some cheap touch up paint, which flakes came off during you bath. Not ideal in a 5 star hotel. Got another holiday booked for September so we will not be back this year, but next year we are definitely going back. So thanks to all the amazing staff we met and all the rest behind the scenes who made our holiday one to remember. See you all soon.