Riu Palace Peninsula - All Inclusive

“Riu x 8”

We returned a few weeks ago from a 1 week stay, our 8th visit to this resort. The room was great, the food fantastic, and the service was top-notch. The waiters around the pool (usually Marcelo) brought us special treats once or twice a day, like fruit or meats or cheeses on skewers. If there is… more

We returned a few weeks ago from a 1 week stay, our 8th visit to this resort. The room was great, the food fantastic, and the service was top-notch. The waiters around the pool (usually Marcelo) brought us special treats once or twice a day, like fruit or meats or cheeses on skewers. If there is anything negative to say, it's this - not one employee ever acknowledged our anniversary. I mentioned the anniversary in a pre-trip email, and it was also mentioned on our reservation on our travel documents. In previous visits, our special day was always acknowledged with champagne or special sweets. I am just surprised that nothing was done. Also, when we were checking our, the desk clerk did not thank us for visiting Riu. That was surprising to me.

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“Good!”

Good stay! The service is very good. The workers are friendly. I just took la little longer about (30 minutes) when i checked in. The only complain I have is the food is not tasty. I enjoyed the fruits though.

“Underwhelming Experience at Riu Palace Kukulkan – Not Worth the Price”

I rarely write negative reviews, especially when a hotel meets at least the bare minimum standards, but our stay at Riu Palace Kukulkan was deeply disappointing and far from deserving of the "Palace" brand name. Given the price, we expected a seamless and elevated experience but were instead met wi… more

I rarely write negative reviews, especially when a hotel meets at least the bare minimum standards, but our stay at Riu Palace Kukulkan was deeply disappointing and far from deserving of the "Palace" brand name. Given the price, we expected a seamless and elevated experience but were instead met with frustration and mediocrity at almost every turn. We arrived at the resort around 11 a.m., understanding that our room wouldn’t be ready until the official 3 p.m. check-in. However, when 4 p.m. came and went without access to our room, it became clear that this was not the start of a smooth vacation. While we were allowed to use the amenities during our wait, the delayed check-in set a frustrating tone for the rest of our stay. Lunch during our wait provided the first red flag. The presentation of the food was lackluster, and much of it was undercooked—hard rice and pasta were a consistent issue throughout our stay. While the staff were generally friendly, service was riddled with mistakes: basic items like utensils and water were repeatedly forgotten, requiring multiple reminders. For a resort of this caliber, such lapses are inexcusable. Shortly after we finally checked in, I went to the front desk to request toothpaste—only to be told it wasn’t supplied and that I’d need to buy it at the over priced gift shop. Even budget motels provide basic toiletries for guests, so for a resort bearing the "Palace" brand, this was shocking. Next up we decided to schedule spa treatments (which we typically do at all our resort stays); this time, I also booked a haircut due to time constraints before the trip. While the services were satisfactory, I was disheartened to discover that the same individual handled both my massage and haircut. For the $200+ massage price tag, I expected a dedicated, specialized professional—not someone splitting their focus between vastly different services. As for entertainment, the "adults-only" experience was disappointing. Nightlife was sparse, aside from loud “Riu Parties” at neighboring resorts, which felt more like raves than relaxing evening options. If those parties aren’t your scene, you’re left with little to do except sit in the resort’s dimly lit and uninspiring arena while music plays from speakers. Not the sophisticated, engaging atmosphere one would hope for. The final straw came when we checked out and we asked the front desk to hold our bags while we went on an excursion. Upon returning, I was horrified to find dead cockroaches scattered across the bag storage area floor. This was the final straw in an already disappointing stay and a glaring example of the resort’s inability to maintain basic cleanliness. To be fair, there were a few positives. The rooms were spacious with lovely views, and the resort never felt overcrowded. Beach and pool chairs were always available, and we never faced long waits at restaurants—a refreshing change compared to our previous stay at Riu Palace Peninsula. Additionally, the staff’s humility and kindness stood out, though I attribute this more to Mexican culture than the resort’s management. Unfortunately, however, these few positives couldn’t make up for the glaring shortcomings. We left Riu Palace Kukulkan feeling disappointed and underwhelmed. Compared to the wonderful experience we had at Riu Palace Peninsula, this resort fell far short of the standard. I heard from others that staff turnover might be a contributing factor to the inconsistent and subpar service, but if that’s the case, management should not be charging “Palace” prices until they address these issues. If you’re considering this resort, I urge you to reconsider. Don’t spend top dollar on a mediocre experience. I wish I had read a review like this before booking, and I hope it helps others avoid the same disappointment.

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“Nice property, great employees, horrible food”

I brought my family to this property as a Christmas gift based on a recommendation. The resort is beautiful, and the best part of our time was the staff, absolutely fabulous, thoughtful and kind. We did not enjoy some of the restaurants and snack bars. The steak restaurant food was unseasoned and I… more

I brought my family to this property as a Christmas gift based on a recommendation. The resort is beautiful, and the best part of our time was the staff, absolutely fabulous, thoughtful and kind. We did not enjoy some of the restaurants and snack bars. The steak restaurant food was unseasoned and I had an allergic reaction to some lobster. Funny thing I’m not allergic to lobster but I am to shrimp which I informed/explained to my waiter. I don’t know if the lobster and shrimp were stored together and then to add insult to injury I had to spend $26.00 at the gift shop for a box of Benadryl. Not a lot of variety with snack foods, lots of hamburgers, hot dogs and fries. The sports bar, same with stale nacho chips and cold cheese. The buffet was ok, hit and miss but at least lots of food options. With 2 kids the food element is important. Even with a great staff, I don’t know that I would book this property again.

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