Riu Palace Kukulkan Adults Only - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1412 reviews

• 

  Amazing food and service

  I stayed 4 nights with my partner and we had a great time. I purposely picked this hotel expecting quieter hotel, and it was close to my expectation. The food was amazing and staffs very friendly and helpful. Will visit again!

  May 02, 2025
• 

  Volvimos a Cancún. Que Mal que está.

  Fuimos en semana Santa (12 al 19/4/2025) a CANCÚN. Hacía unos años que no íbamos. El hotel Riu Palace Kukulcán es nuevo. Las habitaciones son buenas. Es un poco estilo departamento de un ambiente con vecinos arriba, abajo y en casi todos los costados. Ese hotel es para adultos y en general es aceptable. Tiene un “todo incluido” bastante bueno y razonable para el costo. Me refiero que si queres podes cenar langosta, o pulpo o carne todas las noches sin costo adicional. Con el vino o las bebidas alcohólicas, lo mismo. El servicio del hotel es entrenado, cordial, respetuoso y eficiente. El tema se complica cuando queres aprovechar la playa. Cancun ha perdido su arena que era como talco y debe suplementarla con arena extraída del fondo del mar, que termina teniendo piedritas, aunque para la foto eso no se ve. El mar presenta un agua turquesa preciosa pero si bien es cálida, tiene corrientes fuertes cerca de la playa. Presencie tres salvatajes de bañistas que entraban y las corrientes se los llevaban. Eso formaba como canales de un metro de profundidad a poco de entrar en el agua. Es cierto que los hoteles como al que fui. Tienen mas corrientes porque están frente al mar abierto lo que más nos impactó del Cancún actual fue la permanente vigilancia en las calles e incluso en la playa de policía y gendarmes con uniformes de combate y armados. Vimos varias veces carros de asalto del ejército y de noche escuchamos las sirenas varias veces, lo que no era tranquilizador. En resumen. El hotel puede ser 3 de cinco, la playa y el mar 2 de cinco y la ciudad no nos pareció segura.

  Apr 30, 2025
• 

  Great place to Vaca

  Went on a last minute vacation and I must say we were very happy with the place! Not a huge resort but the food and service were very good and the rooms were clean and modern. For the price and amenities we would go again!

  Apr 30, 2025
• 

  Could be better

  I am disappointed as I have travelled to Mexico countless times from Canada in the last 14 years, multiple times a year and I’ve NEVER experienced such poor customer service. We came to celebrate my bachelorette and I had pre booked this trip months in advanced. It was a large group of 9 so I called in FIRST and I booked with the app and followed with another call to verify. I was told that we should pay in full under my RIU account so that we can be put in rooms close together. My cousin offered to cover this lump sum and so that’s what we did. They told me over the phone this was fine and to make sure she and the credit card were coming to the trip. On arrival 11:50 am, the front desk started to deny our check in as the credit card has an initial as the first name and not the full name. We showed the credit card again as that’s exactly how it is and they already took payment in full months prior. They wanted us to pay again, we are talking over $10,000 USD that they wanted AGAIN and then claimed that it was a problem I booked everyone under my riu account. I said that over the phone it was spoken about and I was warned of no such issue, only to make sure the card was present. They told us they can have us wait grab lunch while they review the transcripts of the call to see “who made the mistake”. It was the weirdest situation I’ve ever experienced and I’ve stayed in all kinds of countries and places. It felt like a scam. We did ask if we paid again if the rooms were even ready and were told not until 3pm. So no problem we waited got lunch and went to the beach. My cousin went to check in with them again around 2:30pm they said they may need more hours and it could even take until the following day. WHAT?! Anyway, we continued to wait and eventually around 5pm my cousin returned and they said they are willing to make an exception for us and let us check into the rooms we already paid for… lol. Now during check in we were split up into 3 floors, not sure why we paid months in advanced and told that is the only way to be together to only be split up in the end anyway. Front desk is absolutely horrible their attitudes are very unwelcoming and unfriendly. Specifically Jade who was sitting at a desk. Patricia was more pleasant to deal with and seemed to at least try. They also do not take USD and won’t break any bills for you so watch out for that, not the biggest deal but you can ask the bar tenders. When we got to the rooms they were sub par, I am a particular when it comes to 5 star luxury but the rooms were clean. Beds are small, slightly larger than a full size bed. Definitely not a double. Noise is so loud you can hear all the traffic and views are not great. I noticed we didn’t have slippers or robes in the room so I called to ask for those and was told “no”. It felt so bizzare, I asked my cousins if they had robes and they said yes so I had to go downstairs to request it and then magically robes were in the room. Now that I have vented on the internet about the front desk, I will say the rest of the hotel is good. The running joke was that everything is “good enough”. Mind you the quality of our stay may have been affected as we were a large group. Now the service staff at the restaurants and pools and bars are lovely. Absolutely turned the mood around for us and made us have the best time. They work very hard and were all pleasant and fun. The food was ok, steak house was the best but we did go off resort for dinner one night because they wouldn’t accommodate us as a large group. The beach is gorgeous, and we had no issues finding chairs. The pool again, good enough, there’s more than 1 pool but they are kind of small. The chairs get filled up quickly. The funnest part was going to their sister resort for the day party I highly reccomend it as their entertainment was fabulous. The night entertainment was great as well, they had live bands and dancers on different nights. Overall I’d like this hotel to take a look at who they put at their front desk and get them proper training because I haven’t felt that way ever before while checking into a resort. I asked at check out if they were willing to rectify any of their inconveniences by compensating a later check out and again was told no. It was quite disheartening as I was so excited and did a lot of research before choosing this location. There’s for sure better places to stay that are actually 5 star as they claim.

  Apr 29, 2025
• 

  I didn't see any Japanese or Asian people.

  Adult-only hotel in the hotel zone. It is all-inclusive, so you can eat and enjoy the bar without worrying about money. There was a beautiful ocean in front of me and the hotel staff were kind, bright and enjoyable. There are a lot of events going on, and you can't get bored of them. If you go to the restaurant early, you can sit down without waiting. Room amenities include bath towels, face towels, hand towels, wall shampoo, conditioner and body soap. That's about it. All-you-can-drink drinks in the refrigerator.

  Apr 29, 2025