Arrived in a thunderstorm, and after a long flight, wondered if we had made th right choice for a week long break. The room was very nice, but wasn't the one we had booked!There was a 'lads' party going on in the adjacent room, which was extremely noisy. There were also small children running around constantly. We would't have minded normally, but we were so tired that we just needed to sleep, but couldn't!
The next day, we managed to move room and were much happier, with a better view as well. The room was a decent size and cleaned daily to a very high standard.
Most of the staff seemed lovely. with the exception of a few surley ones.
Everywhere was a taxi ride away, which made us feel a bit cut-off. However, this was made up for, by the fact that you are right on the edge of the Pacific ocean, where turtles come to lay their eggs!
There is only one pool, but it is huge, and contains a well stocked pool bar that serves international drinks as well as local ones. The pool area is the life & soul of the hotel by day, We frequented the one same restaurant, because it was all that we wanted, with a great standard and choice.
This hotel boasts a very impressive foyer,that holds several shops.
The hotel reps were very good, and were on hand at the hotel for 4 hours a day. We booked several trips through them, and these were also very good, and all worth going on. We will definately be looking to stay at this chain of hotel again, as the stay was lovely and very relaxing.
Royalty at the Palace.
Just returned from the Riu Palace Pacifico,where we were treated like royalty.we have never experienced such a wonderful hotel.From the checking in to checking out it was first class and more.The hotel was immaculately kept,staff would always go the extra mile a credit to their hotel.The food was amazing beautifully cooked and presented well done chef's.I really have not got a bad word to say about the palace,and will definatly be returning hopefully very soon. Thankyou so much everybody.
This is a nice hotel but they really need to sort out their smoking policy and their attitude to smokers. After breakfast on our first day my husband asked where he could have a cigarette. The waitress indicated a part of the outside section of the restaurant that was cordoned off because it wasn't utilised. We took our coffee outside and when he went to smoke a waitress came over shouting at him that he couldn't smoke in that area. It was out of the way of all other guests and in the open. She was quite rude and my husband was embarrassed. We asked where you could smoke and were told "on the beach or around the pool". We since learnt that you cannot smoke anywhere there is a roof (this obviously doesn't apply to your balcony!). After dinner at night my husband wanted to smoke a cigar, which he purchased in their shop. The only place to smoke is by the ashtrays at the bottom of the steps to the entrance, or by the pool. This is most unsatisfactory. If you smoke by the steps then everybody has to walk through a cloud of smoke to access the restaurant, bar and entertainment area. Alternatively, you can sit on a lounger by the pool and ruin your clothes with sun cream and whatever else has been spilled on the lounger during the day. You can smoke in the pool itself which is not good for other guests. Most smokers are not inconsiderate of other guests and certainly do not want to smoke around non-smokers but the hotel's policy leaves you with no alternative. We approached the manager (Paulo) who was the most unhelpful person we have encountered. She indicated that nobody else has complained (we since learnt that they had) and we also found people smoking in the seating area outside of the entrance lobby. This is undercover so against their policy but they weren't stopped. We told Paulo that we weren't being unreasonable we just wanted a couple of tables and chairs, away from the non-smokers where people could sit after their meal and enjoy a cigarette or cigar. She said she would have to contact head office in Spain and this would take at least a month. She was the most dismissive manager we have ever encountered and certainly not the customer service we expect from a Riu. There were plenty of free tables and chairs in the open area of the buffet restaurant that weren't being used because the area wasn't in service. We even suggested at least two areas where she could place these where they would be out of the way of other guests. She refused to do this. Her attitude was most unhelpful and in all our years of staying at Riu hotels this is the worst customer service we have ever experienced. It is not rocket science to put a couple of tables and chairs to one side out of the way to accommodate guests and to ensure their smoking doesn't annoy others. I'm attaching some photos to show the situation at the foot of the stairs. Last year we stayed at the Riu Vallarta and that was a great resort. Their customer service and management was far superior to the Riu Palace. Aside of the smoking issue it is a very nice hotel but then again, all of the Riu hotels we have stayed in have been very good which is why we return year after year. The food and service is no better than the Vallarta's and knowing what we know we would definitely not have booked the Riu Palace. The only real difference between the two is that the Palace are all suites but we had a suite at the Vallarta which was more spacious and with a great balcony and view. The atmosphere was far better at the Vallarta. I see from previous comments for the Vallarta that people were drinking too much and behaving badly. That certainly was not our experience. There was the same behaviour in the pool area at the Palace which, incidentally, we didn't use because people are drinking all day and do not get out. The bathrooms are quite a distance from the pool which also doesn't help. We did find that the Vallarta had a much better atmosphere in the evenings. My suggestion is to save yourselves Â£800 for a couple (the extra we paid for the Palace) and stay at the Vallarta. I would further like to add that the tipping policy is flawed. If you are staying at the Palace then you can use the facilities of the Vallarta and Jalisco and if staying at the Vallarta you can use the Jalisco. We took a stroll down the beach and stopped at the Vallarta for a drink. I was last to be served and even people arriving after me got served first, including children. I can only assume that it was because he saw my wrist band and realised I wasn't a regular guest (and regular tipper) when I was in his direct line of sight and trying to get his attention. My advice is to hide your wrist band until they ask to see it, by which time they will already be taking your order. Even at the Palace we had problems ordering drinks. At the pool bar people would come straight up with dollars in their hand and get served ahead of us. At the main bar we and around 10 other guests ordered shots. When we ordered a second round we were told we couldn't have any more. An American guy who was in our company asked for 12 shots and he was served straight away. He had been tipping all week. The staff in these resorts need to understand that we Brits do not tip to receive good service but will tip quite generously when we have received good service. In any case, this is an all inclusive resort and you should not be able to buy better service by tipping. After 10 years of great holidays at Riu Hotels I suspect we will no longer use this chain and instead return to the Grand Bahia Principe or Sirenis hotels for future holidays..
For the past 25 years we have been going to Mexico for short vacations. We have stayed in every hotel in Nuevo Vallarta from Paradise Village north to Marival. Just spent 5 nights at this Hotel and won't return. This was our first time at this hotel. Simply put, this hotel's main problem is it is too big. Not just in the number of rooms, but in area and construction. As a result, it is inefficient in many ways and always seems crowded, even in the slow season.
The Building: The 500 plus rooms are comfortable, but below average in size and are lacking. For example, the showers are part of a small narrow jetted tub. Getting in and out of the tub/shower could be very difficult for older guests and those with handicaps. There is only one restroom that services the beach, pool and the five restaurants. It is located below the buffet restaurant. For guests in wheel chairs there is only one ramp to access the pool and restaurants and it is on the other side of the hotel. The hotel advertises no spring breakers allowed. However, that does not prevent loud guests and noise in the hallways and adjoining rooms into the night.
The Pool: Very large and crowded. Again this is low season. Also, it is very noisy. Impossible to find a spot that is quiet if you just want to read a book. Another shortcoming is trying to find some shade. The sun is very intense in this part of Mexico. Around the pool there are some umbrellas but they are thin and do not do a good job of blocking out the hot sun. Similarly, on the beach there are a few umbrellas. Most of the shade is from palm trees. If you want to stay in the shade, you have to continually move your beach lounger as the sun moves.
The Food: There are five restaurants in the hotel. The Buffet which is open for all meals and four restaurants open for the evening meal. With the exception of the La Toscana ( the steak house) the restaurants open only in the evening serve good meals. The La Toscana steak house is not very good. We each had a steak and both were dry and tough.
The buffet restaurant is very large with hundreds of tables and ample selections of food which was for the most part good. But it can be a frenzy with lots of people running back and forth filling their plates with different dishes. Breakfast in the buffet restaurant is OK. But, again due to size, I believe, a number of things are substandard. The orange juice is either watered down or it is Tang. The hash brown potatoes are the small triangle shape cakes like you get at McDonalds.
The Staff: Very attentive and professional.
Overall, for the price there are other hotels in Nuevo Vallarta that are similar in cost but a better value and half the size. We won't return.
Absolutely Amazing holiday.
We stayed here from 3rd-17th September and wished we could have stayed longer. From the staff to the facilities everything was near perfect.
The entertainment staff work harder than you could imagine, from 8am through until midnight they are always smiling and laughing and nothing is too much trouble for them, a big thank you to them all but especially Edgar and Armando who always stopped for a chat and to give us a little Spanish lesson whenever they were passing. The shows that are put on are out of this world, choreographed by circ de soleil they really do go all out. Michael Jackson show and the circus shows are not to be missed.
The food and drinks at this hotel is amazing, the main peninsula restaurant always had an amazing selection of food but on top of that there is the speciality restaurants which can be used as many times as you wish at no extra cost we had lobster twice and it was a HUGE whole lobster. The Krystal restaurant was also amazing, every meal was of the highest quality.
Our favourite bar was the piano bar where live music was played every day between 5pm-8pm by their resident pianist. The barman in this bar was a fantastic guy who also spent a lot of time helping us with our Spanish between mixing the perfect cocktails. All the drinks at this hotel are premium branded drinks unlike other hotels where the cheap alternative is used which was a big deal to me, the addition of 4 bottles of spirits on optics and a full minibar in the rooms (which gets replenished daily) is also a very nice touch. Room service is included in the all inclusive although we didn't use it as we looked forward to each visit to the restaurants.
The 24hr sports bar is fab, it shows all the British sports and does a great cup of coffee.
The pool is massive and is forever being cleaned either by a pool boy with a net or another with a snorkel cleaning the tiles. I read reviews about the pool being dirty but the only way the pool got even slightly dirty was the guests who were smoking in the pool without using an ashtray!
The lobby staff are very helpfull and can't do enough for you.
The hotel itself really is a palace, the high ceilings, chandeliers, pictures on the walls and the stain glass windows make the hotel one of the nicest I have ever visited, one of the staff told us it was scheduled a revamp which is ridiculous as it was beautiful, I really hope they don't change anything.
We have never returned to the same hotel twice as we always like to try new destinations but after visiting this hotel we are planning on going back next year!
Thank you to everyone at the hotel for making our holiday perfect.