Hotel Riu Lupita 5*

Lovely hotel. Staff were friendly and did everything they could to make the holiday good. We had a fabulous time. Spotless. Use of the Riu app was great, need shampoo for example order on the app. Mini bar stocked every two days but if you needed anything order on the app. Steak house was great, this is the only restaurant you need to book. You do this on the app. Just one thing the bus takes you there and brings you back but 21:45 is too late, everyone has finished eating by 9, have a think about changing this to 21:15 pick up. Simon in the Italian restaurant and steak house was excellent huge shout out to him. Food in buffet is great too. Limited menus in the Italian and Mexican but food is great. Wildlife is lovely too. Highly recommend this hotel but if management is reading this please take note of my suggestion re return bus from the steakhouse.

During our stay we experienced the theft of a speaker at the pool area. The concerning part is not the item itself, but the deficient and unacceptable protocol the hotel follows in such situations. From the beginning they labeled it as a “lost item” when it was clearly a THEFT: the speaker was not forgotten, it was taken. The “investigation” carried out by their staff was opaque and unprofessional: guests are not allowed to review camera footage, and the only response given was “we are sorry, but we cannot do anything,” delivered in a tone that felt almost mocking. Even after speaking directly with the hotel director, the answer was exactly the same: no solution, no action. The theft happened because we had to leave the speaker on the loungers while we rushed out for an emergency to find a doctor, since the hotel does not provide medical service. This was necessary due to an ear infection caused by the dirty pool water, which highlights another serious issue: lack of hygiene in their facilities. A hotel that claims to be 5 stars should not allow belongings to be stolen, nor should it lack basic medical services. The fact that their cameras “do not cover” the pool area is unacceptable. What if a guest suffers an accident there? There would be no record, no evidence. This situation even raises the suspicion that employees cover up these incidents to avoid consequences. 👉 My recommendation: Do not trust the safety or quality of this hotel. Look for more serious and responsible options. If they cannot guarantee basic security and hygiene, their 5-star rating is nothing but a hollow façade.