Hotel Riu Palace Cabo San Lucas

The ride I booked through United vacations from the airport was straight from hell, the young man driving thought he was in a nascar race and put everyone at risk several times. Overall hotel was great. everything was clean and very friendly staff. Although there are a lot of stairways from foyer to pool area, this wasn’t an issue for us but we saw many people struggling. The room was a little warmer than we like. Also We didn’t realize that you can’t swim at the beach in front of hotel. Biggest disappointment was the room view.when I booked the trip the pictures showed a straight on view to the water but We had to walk onto the balcony and look hard left for a water view. Food was great as long as you go early before the crowds pick it over.

Very Disappointing Management Experience Our family recently stayed at RIU Palace Cabo San Lucas, occupying four rooms. While there were many enjoyable parts of our vacation, unfortunately one incident involving a restaurant manager, Zain, significantly affected our overall experience. Some members of our family had returned from the pool/beach and were wet, so they remained outside the restaurant. One family member who was dry went inside simply to get food/a plate for the children because they were hungry. I want to be very clear: my complaint is not about RIU having rules regarding wet clothing. We respect hotel policies. My concern is how the situation was handled. Instead of calmly explaining the policy, the restaurant manager publicly instructed staff, in front of other guests and employees, not to provide our family with a plate, water, or service. His manner and tone were disrespectful and humiliating. When we expressed concern, he openly gave us his name and essentially told us that we could complain to whoever we wanted. This happened in front of our family, including our children, as well as other hotel guests. We felt unnecessarily singled out and embarrassed. A family member reported the incident to reception, and we waited approximately 30 minutes for management assistance. We did not feel the situation was properly addressed. After returning home, I also formally contacted RIU regarding the incident and received acknowledgment/reference numbers, but as of August 26, I have not received a substantive response addressing what happened. We chose RIU Palace Cabo San Lucas for a family vacation and booked four rooms. I expected a much more professional response from management at a resort of this level. I hope RIU management reviews this incident, speaks with the employees who witnessed it, and takes appropriate steps to ensure other families are treated respectfully—even when hotel policies need to be enforced. I will gladly update this review if RIU management contacts me and meaningfully addresses the matter.