Hotel Riu Palace Riviera Maya

I would potentially stay again because of its location. Most staff were great. The elite experience has a number of touches that if you value these than it’s worth the upgrade. I would not say that the service in the speciality restaurant is a plus point. It’s very cold in more ways than one. The AC is up high and the staff in there including the regular supervisor wearing black uniform is only friendly to selected guests. The hosting was unfriendly and unprofessional and so was the vibe. Riu, this is suppose to be Elite, put your best staff in the elite restaurant please. I’m not the only one with this opinion. The staff were better in the buffet service . It’s almost like they don’t want you in elite restaurant. The elite breakfast is very good. Same food but a nice presentation. The pool beds in Elite get very hot. I did not get that comfortable here due to other elite guests playing music on phones and speaking very loudly. As elite, this should be controlled as a quiet area . Overall it’s the breakfast and snacks in room that make elite worthwhile for us until they improve the behaviour amongst guest in pool and staff in elite restaurant. Animation team weee nice overall. Not the best I’ve experienced from Riu. Cappuccino bar is the best service and best feature of this hotel. There was no visible management around as I have seen in other Riu’s. If there was I would have mentioned this in person. Fernanda on reception is the best welcome with a lovely smile. Some reception staff look like they don’t want to be there. Getting the welcome right is so important to first impressions of stay.

A few things I think that were done very poorly. 1. Cannot use the website or the app to add a room under the same Riu class member #. 2. Cannot use the help center to add a room under the same Riu class member #. 3. Cannot call the hotel because it is closed. 4. Cannot leave a message, or even hear a pre-recorded message describing how to contact the hotel staff. 5. Cannot get help from another Riu property or speak to a manager without some shift supervisor blocking the efforts. 6. Cannot get a name from the front desk agents to hold them accountable for terrible customer service. This is not a well run system. The management of the Riu Palace Mexico & the Riu Palace Riviera Maya should be ashamed of the poor experience and having a staff that is unfriendly and hostile to Riu guests from other properties. If what they said is true, and Xavier Sáez & Claudia Álvarez really dont care and have assistant managers who dont care about these guests is true then I cant bring my family. This whole process should be an embarrassment.