Hotel Riu Palace Cabo San Lucas

ONLY STAY HERE IF YOU WANT RUDE CUSTOMER SERVICE Unfortunately, that is the biggest takeaway from our experience. When we checked in around 12 PM, the gentleman at the front desk was wonderful. He saw that there were three of us and offered to upgrade our room to something that would better accommodate us. The upgraded room wouldn’t be ready until 4 PM, and because we already had a tour booked and needed to leave, I declined at that moment. Later, when we realized how uncomfortable the sleeping situation actually was, I asked about changing rooms. We were given a room for three people with only two double beds, no pull-out sofa, and no additional sleeping space. How are you selling a room to three guests and expecting three people to comfortably sleep in two small beds? This is where our experience with Zayra became extremely disappointing. Instead of trying to help or find a reasonable solution—especially considering an upgrade had already been offered earlier—she was rude, dismissive, and completely unaccommodating. The craziest part? The bellman finally figured it out for us. He was incredibly sweet, listened to our concerns, and actually found a solution. How is the bellman the one who has to figure out what customer service should have handled in the first place? The gentleman who checked us in was great, and the bellman deserves recognition for going above and beyond. Unfortunately, Zayra’s customer service left a terrible impression. A beautiful resort means very little when guests are made to feel like an inconvenience for asking for basic assistance. Hospitality is supposed to be about taking care of your guests—not making them regret choosing your hotel. Management should absolutely recognize the bellman who helped us and address the way this situation was handled by Zayra.

The experience was very good from the arrival with early check-in. The hotel is very beautiful and impeccable. The beach is very clean. The drinks and food are of high quality, as well as the service from all the staff.