Riu Cancun

My husband and I traveled together to get away for my 40th birthday! Everyone that works there was amazing! We had wonderful service from the time we arrived until we left. The beds were a bit firmer than I would have liked but otherwise we enjoyed everything. You could go to the “party pool” or go and hang out and just relax in a chill pool area. Lots of options!

From the moment our transport stopped, there was trouble. Bellman seemed to busy to assist us, not even a hang on, let me get you some help. We moved our baggage and found our room on our own. The room, very dated, bed was hard, very poor electrical setup, internet network that would fade in and out, just like the hot water in the room. Seriously you could not get a consistent water temperature, either hot or cold, and there was a smell from the water and the room. When I went back to the front desk to address the issues, they did make an attempt to find us a new room at another one of their resorts, only option was an additional $400/night. Financially unacceptable. I was given an email address to send my concerns to, and they basically said because we booked our trip through Southwest Vacations there was nothing they could/would do, we had to address the issues with Southwest. The only other option given was to get the US State Department involved. Seemed extreme and we declined. The level of service that was given, was definitely not what a 5 star resort should offer. No wait staff at the pools, guests allowed to scream at each other in the lobby without being addressed was remarkable. The staff were polite, and gracious as individuals, but overall the staff was inadequate. The food that was served was edible, consistently breakfast was the best meals of the stay, there was no room service. If you wanted something to eat when the few restaurants were closed, (these rotated) you were directed to go to the 24 hour sport bar, and get a premade, paper wrapped sandwich. There were coolers full of these, along with stale nacho chips and runny cheese. We did figure out that the grocery store and pharmacy across the streets were better options. Overall this was a very disappointing vacation and we were glad to get to the airport on the way out for better food. If you have a choice, choose elsewhere, you will have a better vacation. We will not go back to any RIU resort, it’s not worth the headache.

We did a last minute trip and stayed at Riu Cancun. Beautiful resort, very clean with great staff. Will definitely stay here again. 10 out of 10