Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
5077 reviews
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Mar 28, 2025Great Stay!
Amazing food, great atmosphere and plenty to do. The beach front was always kept clean, the pool was lively and had some pretty cool shows. The staff was extremely friendly and always helped when asked. The food was pretty good and definetely on the higher, better end for hotel food.
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Mar 28, 2025
Excellent week at Riu Palace Las Americas
Beautiful hotel, very friendly professional staff, clean, very good restaurants, outdoor pools, great beach walkable to adjacent beaches
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Mar 27, 2025Usually thrilled, now incredibly disappointed.
From the moment we arrived in Cancun, the problems began. I booked on the actual Riu website, where I was offered a free shuttle from the airport to the resort. When we arrived at the airport and located the signs for Riu, we were told our name was not listed and that we would have to wait several hours if we wanted a free ride. We wound up paying $80 for a taxi to the resort, figuring that they would just offer us a ride back to the airport – no problem. When we arrived to check in, the girl at the front desk told us they were offering a “special upgrade” to a few of the Riu Class members, where they’d take us to a neighboring resort that was supposed to be better, with an upgraded room, for the same price we were paying for the original resort (she told us this would usually be a very costly upgrade! see attached photos). She told me they had 5 more pools than the resort we had booked at, and we accepted happily! We also asked at this time about paying partially with cash (USD) and partially with a card, and were told it would be no problem. They brought us via taxi to the neighboring resort, where things started to go downhill. We were told at this resort that we could not do part cash/part card, and also that we had to exchange our USD in order to pay… but the person manning the exchange desk was on lunch and wouldn’t be back for another 30 minutes. We walked to the bank next door, where we were told we could not exchange more than $500 each day. Not nearly enough to pay for our stay. So we wait for the exchange desk person to get back from lunch, and lose another $60 with the exchange rate, and eventually are able to pay. At this point, I wanted nothing more than to go back to Las Americas. I love that resort, and at first glance, this “upgraded” resort doesn’t look any better than the previous one. It was smaller, didn’t look as nice (in my opinion) and actually had fewer pools. So my fiancée asked if we could go back- shouldn’t be a problem, right? Wrong! They spent the better half of an hour whispering to each other behind the front desk and placing various calls, eventually telling us they had “already booked” our original room… seems odd. By now, I figured they had accidentally overbooked- and offered this “exclusive upgrade” to sort out the mess!! Upon insistence, they managed to find us a room back at the original resort – NOT UNTIL THE NEXT DAY. We’ll have to spend night one here. But wait – our room HERE won’t be ready for another couple hours! So we’ve spent most of our first day in this mess, and now have to cart our bags with us to go eat dinner at the buffet. When our room was finally ready, I was unsurprised to see this was clearly not an upgrade from our original booking. Instead of a Queen or King bed, my fiancée and I were given two separate twin beds. We asked if they could push them together, and they told us WE could try if we wanted to. The singular upgrade in the room compared to our original booking was a bathtub… The next day comes around, and I am still exhausted, incredibly frustrated that I lost a third of my long-awaited vacation to this disaster, and ready to be back at Riu Palace Las Americas. We checked out, and they ferried us back to check back in. Where… surprise, surprise… OUR ROOM IS NOT READY!! I was in tears at this point. Again, we cart our bags with us to lunch and out to the deck where I am desperate to at least get a few hours out in the sun and try to relax. Finally, a couple hours later, we are given our room keys. I will say they put us in a nicer room this time – we had a gorgeous sea view, and I was happy to be back at the resort I had been dreaming about for months leading up to the stay. Unfortunately, I had less than 48 hours left of my vacation at this time. To put the cherry on top of this disaster, when we came down to check out on our final day, we were told we were not listed to be taxied back to the airport… are you kidding me? They tried to tell me we should have input our flight info when requested via email, but when I pulled up my email to show there was no request sent (as well as to show them my MULTIPLE confirmation emails stating I would get free transportation) the staff was short with us and told us they could not taxi us back until hours after our flight was set to depart. I was incredibly confused that they wouldn’t have available transportation at the very time we were required to check-out. There goes another $100 to taxi back to the airport! A final, important piece of information… after we returned home, I was curious about the comparative cost of the two resorts. After all, this was supposed to be an incredible upgrade, right? WRONG! When I tried searching a variety of upcoming dates to compare, the other resort was either equal in price or LESS!!! I can see no alternative to the situation being Riu allowing for their hotel to be overbooked, and offering a false “upgrade” to loyal guests. I will say that my fiancée and I have been to Riu resorts multiple times without any issue prior to this, and I have adored each stay, which is why we will likely book with Riu again in good faith that this was a fluke situation. That being said, this stay left a very sour taste in my mouth, and I did not get the chance to relax that I paid top dollar for with Riu. The entire trip I felt tense, frustrated, and without any kind of help from the staff to resolve the issues. I am incredibly frustrated that the staff chose to solve their own overbooking problem by dumping it onto us, their guests. I hope that Riu will choose to make this right with us. Just now - I had asked the front desk staff for an email address to whom I could address my concerns. The email address he wrote down for me turned out to be a fake email address, as I discovered when my email bounced back with “Address not found” (see attached photos).
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Mar 27, 2025
Wonderful anniversary trip!
We loved our stay at Riu! We had flights moved around and unexpectedly got to the hotel at 9am, and Irving at the front desk was so helpful and got us in our room right away, even though we were almost 6hrs early for check in. Nelly at the Capuchino coffee bar was amazing and made us delicious coffee. Fabian was super attentive beachside, getting us umbrellas and moving chairs as needed. The entire staff at Krystal restaurant, especially our waiter Adrian were so great. Highlight of the trip was the staff in Krystal, they were so friendly and happy to get us everything we wanted. Amazing service there! The hotel was amazingly clean. The housekeeping staff kept our room in great shape with fresh towels and clean sheets. Thoughtful food options, and only 2x had a small wait at the restaurants (30 min for the Japanese restaurant, and 30ish for the steakhouse) I love not making reservations, and being able to walk to the Art Deco Bar and get some drinks and chips while we waited for our table. We loved the flexibility of the food, and never went hungry! The drinks aren't strong, but we didn't mind that at all, so you could enjoy several drinks at the swim up bar! The self serve bar in the room was nice, in case you want your drinks made exactly as you want! The beach is gorgeous and the pool is clean and the perfect temperature. The entertainment staff did a great job with pool games and fun Karaoke, and a great mariachi show! Plenty of little shops and pharmacies across the street if you want souvenirs or sunscreen or anything. Will recommend to anyone for a romantic getaway.
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Mar 26, 2025
Great resort
Beautiful place for a nice time, stay for a week with the family and enjoy everything this resort can offer. We definitely come back here hopefully soon.
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