RIU Palace Jamaica

The staff made my experience very good.

Riu Palace Jamaica — Guest Experience and Formal Review

I recently spent eight days at Riu Palace Jamaica, arriving on July 8, 2026. I selected this resort because it was highly rated and presented as one of the better Riu properties. Unfortunately, based on my experience, I would rate my stay approximately 5 out of 10, rather than the 9.5 out of 10 rating I had seen.

My birthday was July 9, and I was also celebrating an important personal accomplishment: my acceptance into NYU’s Master’s program in Computer Engineering for the fall semester. My mother contacted customer service in advance and explained that celebrating these milestones was one of the primary reasons for my trip. We were assured that the resort would make my stay special.

Unfortunately, the experience did not live up to those expectations.

Room and Check-In Experience

Upon arrival, the first room I was assigned was not up to the standard I expected from a resort of this caliber. The room appeared dingy, and there was visible rust around the mirrors. Given the resort’s reputation and rating, I was extremely disappointed.

I returned to the front desk and requested a different room. The second room was somewhat better, but it still did not reflect the level of quality I expected.

For my birthday, the resort eventually acknowledged the occasion with a birthday banner at approximately 9:00 p.m. the following day. I had been told that I would receive a slice of cake and some wine. Instead, I received a bottle of sparkling wine. While I appreciated the gesture, it felt underwhelming considering the advance communication regarding my birthday and the special occasion I was celebrating.

Wi-Fi

The Wi-Fi service throughout the resort was extremely poor. Reliable internet access is an important amenity, particularly for guests who may need to stay connected for personal or professional reasons. The quality of the Wi-Fi was far below what I would expect from a resort of this level.

Dining Experience

The dining experience was one of the biggest disappointments of the trip. Despite being in Jamaica, the restaurants did not offer what I felt was a sufficient selection of authentic Jamaican cuisine.

With the exception of the Asian restaurant, I found the other dinner options to be generally underwhelming. The food quality was disappointing enough that we left the resort on at least four occasions to get food elsewhere, including KFC.

There were also restrictions regarding ordering additional meals from the menu. We were informed that only one additional order was permitted, despite our party consisting of three people. This was frustrating and made the dining experience feel unnecessarily restrictive.

Restaurant Reservation Issue

We also experienced a significant issue with a restaurant reservation. We specifically requested a reservation for three people at 7:00 p.m. at the front desk. We were told that the only available time was 6:30 p.m., so we accepted that time.

When we arrived at the restaurant, however, the reservation had been recorded for only two people, despite our having clearly requested a reservation for three. This resulted in unnecessary confusion and chaos upon our arrival.

This type of error should have been avoided, particularly when the reservation was made directly through the resort’s front desk.

Beverage Policy

Another major disappointment was the resort’s beverage policy. When we attempted to order certain drinks, we were informed that guests without a black wristband were not eligible to receive them.

I found this extremely frustrating, especially considering that I had booked what was presented as one of the resort’s more upscale and expensive properties. Guests should be made aware of such distinctions before booking their stay, rather than discovering after arrival that certain amenities or beverage options are restricted based on wristband color.

This lack of transparency significantly affected my perception of the resort, and I believe it is something prospective guests should know before making a reservation.

Cleanliness

One of the most disturbing incidents occurred when I was returning from a night out. While walking along the resort corridor, I encountered human feces on the floor.

This was completely unacceptable and shocking, particularly for a resort that promotes itself as a premium property. Cleanliness and sanitation should be fundamental standards at any resort, especially one operating at this price point.

Staff and Entertainment

Not everything about the resort was negative. The entertainment was absolutely fantastic, and several members of the staff were extremely pleasant, welcoming, and helpful.

However, my interactions with other employees were disappointing. Some staff members displayed poor attitudes and did not communicate with guests in a professional or courteous manner. The way guests are spoken to can have a significant impact on the overall experience, and I believe additional customer-service training would be beneficial.

Overall Assessment

Overall, my stay at Riu Palace Jamaica was a significant disappointment. I chose this resort based on its reputation and high rating, and I had particularly high expectations because I was celebrating both my birthday and my acceptance into NYU’s Master’s program in Computer Engineering.

While there were positive aspects—particularly the entertainment and some genuinely pleasant staff members—the issues with the room, Wi-Fi, food quality, restaurant reservations, beverage restrictions, cleanliness, and inconsistent customer service significantly affected my experience.

Based on my eight-day stay, I would personally rate the resort 5 out of 10.

I hope management takes this feedback seriously and uses it to improve the guest experience. Most importantly, I believe the resort should ensure that guests receive accurate information about amenities, dining restrictions, beverage policies, and the level of service they can realistically expect before booking their st

Another trip to Hotel RIU Palace Montego Bay, and another wonderful experience. Overall, the property is beautifully maintained, and the staff are exceptionally friendly and patient. On top of everything else the weather was perfect. Upon arrival we were greeted by the familiar faces of Abraham and Hugh. The front-desk staff were on point and check-in was a breeze. My wife and I were celebrating our anniversary. As returning guest, we felt spoiled our entire stay. Since we are not picky/fussy people we just sat back and enjoyed the vibes. We ate most of our meals at the main buffet. Occasionally, we slipped off to the Aqua Lounge for a snack. The highlight of our meals was the beach party. Big shout-out to Chef O’Wayne. Without a doubt, the food and drinks did not fail. The entertainment team went above and beyond to keep things lively. They made the pool vibe great daily. Their energy, personalities, and genuine effort to make sure everyone was having a great time made such a difference. Again, the staff make this resort truly a special place. Special thanks to bartenders Alex D. and Jessica; Nia in housekeeping; Waitstaff – Audley, Nicki and Alex V (poolside). Special thanks to the following exceptional staff who were truly profession. Quite frankly, they made us feel like family. Jemar made our breakfast visits as pleasant an experience anyone could ever imagine. Likewise, Dishawn waited on us nightly for dinner. Her patience and attention are a reflection of someone who possesses great character. Thank you both. The only unfortunate event was a barking dog from a neighboring property. It barked nightly and sometimes all night. This was unfortunate, because the noise is outside of the control of RIU. But we had a good time anyway. We can’t wait to return after the renovations.