I visited Riu Cancun on 01/16/2021. My friend and I were looking for a quick getaway for MLK weekend and we came across this hotel. The day we arrived we checked in and saw that the hotel looks nothing like the pictures. After checking in we were given a room. We got to our room and the room was disgusting. It was dusty and looked like it was not cleaned properly. We opened the fridge and the fridge was disgusting. We immediately went back to the front desk to change our room. We got a different room and although it was not great it was better than the first. Within 2 hours of arrival we were ready to leave the hotel. They did not practice social distancing the food made me sick and the hotel was severely outdated. We decided that we could not stay and tried to check out. The receptionist gave us a hard time throughout the check out process and refused to give us an itemized bill. We were told that we would be refunded for the nights that we didn’t stay, as RIU does not have an early cancellation policy (we searched). We get back home today and get an email saying that we will not get a refund. I will never stay at another RIU again. This has been the worst experience of my life!…
I have booked 2 top suites for my VIP clients for 3 days and they had a bad experience so I have tried to call the hotel about the issue and wanted to speak to a manager and they said managers don't take calls so they asked me to send an email than I have been disconnected. Next 4 calls I did their line was busy. Than I have reached out to a lady who was nice but when I told her to speak to a manager she said Ola Ola like she can't hear me and again she hung up the phone. It seems like the front staff doesn't want anyone to talk to a manager. Anyway I have called late hours again and the gentleman at the front desk with a very poor English told me he can't talk right now and he hung up. He didn't even listen the problem. After total 12 international calls in one day I couldn't talk to anyone about the issue and more sadly no one bothered to ask what was the issue or asked for assistance. Also the wi-fi supposed to be free and when my client checked in he couldn't figure out how to connect wifi so asked for help at the front desk so they took the phone and connected him to wifi but at the check out they charged him wifi fee because of front desk staff connected him to high speed with purchase. REDICULOUS. Also there were hairs on the bed and the elevator had missing buttons so you had to get out on second floor to walk to the lobby. I have never experienced such a poor and rude service. …
BE AWARE of this Riu Cancun hotel the night before we checked out the house keeper stole my diamond ring and diamond neckless hidden in my bags. Even tho we put a sign do not disturb on the door they still went in.
We travelled during covid and thought we would be confined to our rooms and subject to severe penalties for no mask, but this hotel has done an amazing job at not only reinforcing covid protocol with designated no mask zones, sanitation stations everywhere, stringent social distancing measures during dinner, they also reinforced protocol but allowed us to still have the same amazing experience as before covid; fun and open spaces for activities, the beach, pool, entertainment. Despite having no pacha/ disco, this hotel is conveniently located 4 minutes walking distance from the strip where all the clubs and hype is. The excursions were amazing, 5 stars to Xperience with Xcaret. BEst excursion I have done by far and I've been to Mexico twice and have participated in many excursions. THE STAFF HERE IS AMAZING. Attentive, caring, client centric, happy, and you can tell they love their jobs. They gave me a reason to always tip until I got to the point where I became sad that I ran out of cash tipping everyone around. Dining servers, bartenders, entertainment team, excursion team and most of all the front desk team is absolutely phenomenal. If I could recommend them for promotions, I would. I'll definitely be going back!…
Have been going to Cancun since 1985 as my mother lives there. Have stayed in many different hotels over the years. January 1st we booked Rui Cancun as it was "all inclusive" and we had extended family coming (had never been to a Rui but it looked nice) . Upon arrival I walked out to the pool- it was packed liked sardines. Every chair was taken and no social distancing anywhere! If felt like a kid rock boat cruise ( I like Kid rock but this is not what we were looking for during covid!) totally felt unsafe, the hotels' height and mass shades the beach and pool area at mid day. ( I already wanted to leave!) The room was extremely bland. We paid for Ocean view but had lagoon view. Roms are old and not kept up and the hallways and elevator need a total remodel. Food stations were dirty, totally un covid friendly and everything was the same color fried and almost burned! We stayed one night and left. Went to the El Presidente which was less$$$ has one of the best beaches in Cancun -beautiful pool area and duvets on the beds! Staff was gracious and friendly. Each time someone went to the front desk they wiped them down. Breakfast is included and served on plates behind glass. totally different experience. Thank goodness they did refund the money! I would never return to any of the RI hotels after this experience. It really ruined the entire trip especially not knowing until we returned to the states whether we would see any money back on multiple rooms…
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