Apple Vacations Customer Satisfaction Score
What to expect
3415 past Apple Vacationers would recommend Riu Palace Mexico to their friends and family
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TripAdvisor Web Reviews
What to expect
Apple Vacations Traveller Reviews
Great service, great people
The people at Riu Palace Mexico were fabulous, friendly and helpful every day and provided excellent serve with a smile daily !
So far this has been the best hotel I've stayed at since coming to Mexico. The staff went above and beyond to make sure you were happy. The pool was clean. The beach was beautiful! It was a great place to come to relax and forget about your stress for a week.
Review about hotel
The hotel was absolutely beautiful - the food however needs some flavor. There was no flavor to the food at all.
Over The Top
The Riu Palace, Tiviera Maya - Mexico were efficient, courteous and pleasant from the time we checked our part of 9 into the hotel until we checked out 7-days later. The catered to every need and request. The staff was proactive in providing the type of service that you dream about 51 weeks a year.
My family and I had a wonderful getaway! Apple took care of everything! Our hotel was gorgeous and the entire staff was very pleasant and went out of their way to accomadate us. We are already talking about planning a return trip for February 2018 bit for a few days more. Apple was point on and we felt like royalty! The food was delicious and the resort was spotless. We highly recommend booking with Apple vacations, they definitely took great care of us! Thank you Apple vacations, we look forward to booking our next adventure with you!
Second trip to Rui Palace Mexico
Great resort, great staff and great beach. We will most likely be back for a third time. Really appreciate the fact you no longer need reservations for the specialty restaurants.
My biggest issue was with the spa. It was as if they had zero training or knowledge of massges.
I thought the Riu Palace Mexico was fantastic! The lobby, pools, bars, and beach were outstanding! My only negative critique is that my husband and I were not aware that men must wear pants to the restaurants on site. He did not bring any pants at all therefore we would not enjoy dining at any of the restaurants. How sad!
Riu Palace Mexico
I thought the décor at this hotel was very gawdy. Although I understand why the hotel room was set up as it was, I did not like having an open bathtub in the middle of the room. Although the toilet area was very small. The cleaning products used had a very unpleasant order and the smell permeated through the room consistently.
Good for couples, but not so good for families.
Overall the resort is great, but we liked the resorts that we visited in past visits to Mexico better than this one.
1. The food quality and quantity was better than average.
2. The beach is great.
1. The overall easily reachable property size is smaller than in the other resorts we visited in the past. We visited the other 4 resorts but to get there we had to get out of the resort to the city street, not something you can do in a swim suite. There is no transportation between these resorts. You can't simply walk to their swimming pool like in Iberostar Paraiso Maya or Grand Bahia Principe Tulum.
2. The pools are shallow and relatively small for the amount of people that visit them. It felt overcrowded.
3. The rooms are not suitable for families. The bathroom lacks privacy, the washing area is part of the room. If you take a shower, it gets wet and to dry yourself you need to step out of the shower booth into the room. This modern design is fine for couples but not good for families.
We love the Riu Palace Mexico! We keep coming back!
TripAdvisor Traveller Reviews
The RIU Palace Mexico, an all inclusive Hotel with Top service, Top food and high class facilities...But with a few problems.
It can certainly be said that the hotel is of a grand nature, as soon as you enter, vast Chandeliers greet you with an opulence of Marble and Highly polished surfaces. Refurbished within the past few years, the decoration is mainly white with accents of colour (mainly the RIU purple) and is very much of an open-plan nature. This means that the lobby and main bar areas can only be described and contemporary and brash.
Restaurants, food and service.
The food offering in the buffets for all meals is of a very high standard, I often had seafood and sushi for lunch and fillet steak for Dinner. Lobster also being served on Thursdays (or everday in the Speciality restaurant). Breakfast was also of a high standard with plenty of choice. Having said that, The scambled eggs were so overcooked that they were barely edible, also served was that dreadful american excuse for bacon!
The service at all times was second to none, rarely was my glass near empty before being refilled and dirty plate were whisked away with high efficiency. You could tell that the wait staff were running around multi-tasking with true dedication for their jobs. This was a real breath of fresh air compared to some hotels I've stayed in.
It is good, in my opinion, that the speciality restaurants do not need a reservation. However, if there is a queue, you have to wait in line. No pager system like other hotel chains so not easy to relax in a nearby bar whilst waiting. People were literally standing in line waiting for a table! The food in the speciality restaurants, whilst good, suffers from having to order up front. Just why should I order a desert with my appetizer, that is so out of date and I wouldn't expect to do it in any other restaurant. The experience definitely needs improving.
We had a Junior suite. Again, it was clean and white with a hint of colour. The services (plumbing) all worked just fine. However, I think the architect and room designer need a good kicking, also the person who signed off on the room design. There are steps in the room leading from the bed area to the seating area, just a couple, but invisible at night and you have to tread very carefully if you don't want to injure yourself. Whoever thought of doing that in a hotel room is a complete idiot. Additionally the lack of wall to the bathroom would not be suitable for many travellers. Besides the privacy concerns (yes I know a curtain can be installed), it was nearly impossible to use the toilet in the middle of the night without lighing up the whole room - not ideal. The toilet cubicle itself is also very small, I understand how some people have problems. Along with this, as the corridor is very long and covereed in hard surfaces, sound reverberates along it. The slightest noise of someone walking along can be heard loudly in the room; I was woken up serveral times in the wee small hours by people in the corrdoor walking, talking and closing doors. As I said, the architect and designer should be sacked for allowing this to happen!
This is where the hotel is really let down in my opinion. There are four main small rectangular pools. These have all seen better days and are old and tired. Beneath the surface the tiling is dirty and slippery. Broken tiles are aplenty, some of which have been repaired. The cleanliness of the deck area is also in question. There's no way that it is cleaned regularly with dirt under some sunbeds being left for days if not weeks. This was most apparent at the large pool where there is a ramp leading into the water. There was sand on this on the day we arrived and it had not been touched on the day we left. I witnessed the area above the water level being cleaned with detergent one morning, and the afformentioned ramp only half cleaned, leaving the sand and dirt in place.
The other problem with the pool is that there is not a childrens paddling pool located close by, it seems to be hidden in a fenced off play area. This means that small children are left to swim and play with their constant parents supervision in 4 foot of water. This can't be ideal for them. Where there was a shallow area was an "infinity" pool between the beach and the main pools and pool bar. However, there is a perilous drop towards the beach, so small children have to he heavily supervised.
Sunbeds were adequate and umbrellas equally so, notice I only say adequate. The shade from the palm trees on the beach looks good, but you are always having to shift to try and find shade. Some of the umbrellas around the pool are poorly maintained and still let a lot of sun through. The sunbeds themselves were dirty and not the most comfortable I have had the pleaseure to lie on.
There is very little seating other than the sunbeds around the pool and very few tables with the sunbeds as well, these were always captured early in the morning. This meant that any clothing, drinks or other posession had to be left on the possibly wet deck if you did not want it on the lounger.
There are a few showers located around the pool for guests to wash and to remove sand etc.. However, the drains were all blocked and water left to build up around them.
On a positive side, like the restaurants, you rarely go without fluid refreshments around the pool...If anything, the service was too good! A selection of drinks was also offered on the beach, which was a nice touch.
All in all, I think the pool area needs a complete razing to the ground and re-designing with a modern and contemporary design.
It's a shame, I had hoped for more. Considering the Riu Palace Mexico is at the top end of the Riu Brand, I expected better. With the additional costs of this hotel, brings the heightened expectations, which is why I can only give the Hotel a Three star review. Had the room not been designed by an idiot and the pool area clean and modern, it would have rated 5.
The Staff make this hotel
Just returned from a ten day visit to Mexico (our first) staying at the Riu Palace.
I have to say we were really impressed with the hotel - the staff in particular are excellent. They all have a smile on their faces and are happy to engage with you and provide advice or help and seem dedicated to making sure you have a good time. Special mentions to Francisco (who looks after all the luggage - top man), Hans on reception, Dora (customer service) and our lovely room maid (Silvia).
Rooms : Rooms are neat and comfortable and our maid did a great job at keeping it clean and tidy. We did pay for an upgrade (given it was a special occassion) and had a lovely fountain facing room which was very light and airey.
Restaurants : we did try one of the speciality restaurants one night (Steakhouse) but didn't think the food was as good as in the Don Julian (International Buffet restaurant) and we also got bitten repeatedly by mosquito's (despite the various sprays we had). Maybe an open air restuarant at night isnt the best idea when the mosi's were rampant !. Don Julian has decent quality food and a very varied selection and all the waiting staff who served us were friendly and helpful (especially Francisco and Domingo).
Loved our visit to the Riu Palace and couldn't speak highly enough of all the staff we engaged with. Thank you.
Out standing staff
We returned from here a week ago. I've never been to a hotel where the staff were all amazing. Every single one of them was outstanding, genuinely nice, friendly and willing to help in anyway. Special thanks to Raquel for making our room each day. I would return again just because of them. We was slightly unlucky with the weather which would make me think again about returning in September, as it was extremely humid and did rain for a couple of days. We swam with the whale sharks (expensive but would recommend) visited Chichen Itza, swam in sink hole and visited a Mexican town in a single trip which again we would recommend. The hotel and food was amazing. If there was any criticism I could make it would be that the bedroom! doors and windows could be more sound proofed as we did here noises from the hotel around 7am but didn't bother us. The beach and sea are beautiful, take some bread in the sea and feed the fish which is good fun! We both said we would revisit this hotel again as it's so well kept, it's on the beach and the staff are so good.
Visited early September 2017. Very happy with every aspect of the hotel. Situation was good with access to all the other Riu's close by. On the beautiful soft sandy beach. Standard room was excellent and included jacuzzi. The staff were all extremely helpful and pleasant and speedy. All the service was delivered at double speed. The food was of high quality if a little unimaginative at times. We experienced first class service throughout our stay. Only downside was the weather. Experienced backlash from the hurricane and earthquake while we were there but no fault attached to the hotel. We still managed quite a lot sunbathing and would be more than happy to return at any time. Well done Riu Palace Mexico.
Been back a week and all i can say is just as good as last year.Even the rain did not dampen our holiday good to see a lot of the staff are still here they make the place tick from all the staff at the pool bar to remy and gang at the piano bar.Also louis from down at the square at the stage was brilliant at looking after us and he actually remembered us from last year.We have already booked for next year so thank you all again for all your hard work.
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