Hotel Riu Palace Kukulkan

Overall, the service was okay, but the resort was overpriced for what we received. For the amount of money we paid, I expected a much better experience. The entertainment shows need more variety, and the buffet food was often bland. The only food experience that really stood out was the Latin seafood night. One of my biggest disappointments was being charged extra at checkout because my son vomited, which affected one towel and one washcloth. However, when I found dirty sheets with blood stains on them twice, I removed them from the bed and placed them in the bathtub because I was uncomfortable sleeping on them, not knowing whose blood it was. I understand that stains may remain after washing, but if guests are being charged for soiled items, the resort should also ensure that stained sheets are replaced rather than placed in another guest's room. This felt like a double standard. The checkout experience was also disappointing. My son had misplaced one of his Apple earbuds the day before, so I politely asked the front desk if they could check whether anyone had turned it in. The employee told me he needed to turn it on and see if it showed up on his device. I explained that the battery was dead, so we couldn't locate it that way, and simply asked if she could check lost and found. Instead of offering to help, she repeated that he needed to check his device. I understand that sometimes lost items cannot be recovered, but checking whether it had been turned in would have been a simple gesture of customer service. We left feeling dismissed and disappointed. We also experienced inconsistent service at one of the RIU parties. I asked a bartender for a Don Julio shot, and he told me they did not carry it. When I pointed out the bottle behind him, he said it was only available to guests wearing a black bracelet. I explained that we were Elite members, but he insisted that the bracelet had to be black. Later, my husband asked another bartender for the same shots and received them without any issue. Don Julio was also listed among the drink options. This seemed to be a problem with that particular bartender and a lack of communication or consistency among staff. I chose to avoid him for the rest of the evening. Overall, the experience was okay, and not every interaction was negative. However, the inconsistent service, lack of attention to customer concerns, bland food, and extra charges left us disappointed. For the price we paid, I expected a higher standard of cleanliness, better customer service, and a more enjoyable overall experience. Unfortunately, I don't feel the resort provided good value for the money.

David at the poolside bar and the lounge was amazing! He was the best server and had the sweetest heart. He truly made my experience as well as my friends' experiences amazing! We looked forward to seeing him every day and he made our trip spectacular! Highly recommend saying hi to David at least once during the trip.