Hotel Riu Palace Pacifico

I was very disappointed with my stay at this hotel. Unfortunately, many of the staff members I interacted with were rude and unwelcoming, which made me feel as though I wasn’t a valued guest. Their attitude gave me the impression that I was staying there for free rather than paying for the accommodations. As a smoker, I understand and respect hotel policies regarding smoking. However, the only covered smoking area was at the front of the hotel, and there wasn’t even a place to sit. Since it was raining during my stay, it was very uncomfortable to stand outside just to have a cigarette. What made this experience even more disappointing was that my wife and I were celebrating our 25th wedding anniversary. We had chosen this hotel hoping to make the occasion special, but instead, it turned into a very frustrating and disappointing experience. Overall, the lack of customer service, the poor accommodations for smokers, and the overall treatment we received completely overshadowed what should have been a memorable celebration. I will never recommend this hotel to anyone and certainly will not be returning.

We stayed from April 15th to the 20th, and our worst experience by far was at the Steakhouse, where we felt racially profiled. We are a Hispanic family that has resided in the US for decades. We strongly believe in supporting hospitality staff and have a deep tipping culture, but we did not receive the same level of service as the American and Canadian guests. The manager, SALVADOR, was completely indifferent to the fact that we waited over two hours for our meals. Because of this massive food delay, we completely missed the resort's White Party. Despite asking SALVADOR multiple times about our order, he brushed us off with a repetitive "it's coming." As RIU Platinum members, this incredibly frustrating and dismissive treatment was deeply disappointing.