Ratings based on 3,035 Verified Reviews
4.3 Room cleanliness
4.4 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler
Posted Jun 2, 2024 on Expedia
by A verified traveler
Posted Jun 2, 2024 on Expedia
I liked the hotel property, the buffet food, Caribbean restaurant food, champagne, pools, and beach by Dreams Sands hotel. I didn't like the beach at property, Italian restaurant food, Japanese restaurant food, steakhouse restaurant food, wine and mixed drinks.
by A verified traveler
Posted Jun 1, 2024 on Expedia
by A verified traveler
Posted Jun 1, 2024 on Expedia
by A verified traveler
Posted Jun 1, 2024 on Expedia
I chose Riu Cancun due to the wonderful experience I had in Riu Jamaica and looked forward to doing so celebrating my birthday.. It was aweful all around..The condition of the prperty as advertised is misleading..We ended changing rooms 3 times because of a dingy aroma in the rooms , poor working air conditioner and soiled sheets..Front desk carmen and supervisor was rude until we got assistance from "Pamela.(.shes a keeper)..overall rooms need a complete make over..I had a really terrible time and would never return
by A verified traveler
Posted Jun 1, 2024 on Expedia
It’s beautiful. Very clean. The rooms could use some updating but it wasn’t that bad. The people working there are awesome! The dining was ok. Of course we would’ve loved ribeyes and crab legs, but the food was good enough for buffet dining. We’d definitely do this same trip again. Thanks for handling all the reservations, sure made it a lot easier on us!
by A verified traveler from brooklyn
Posted May 31, 2024 on Expedia
I have stayed in a few RIU resort and this is the only one that I found the the dinning area location is too far from the main building. They should have place the buffet closer to the main address. There were elders who had to walk a long distance to eat. Another suggestion to have mini station with food that people who drink can eat to minimize the liquor intake.
Comment from Hotel Management
Jun 3, 2024 by Online Reputation Manager , Hotel Management
Dear Margarita,Thank you for sharing your experience with us!It's saddening to hear you weren't completely satisfied with your recent experience. Our goal has always been to exceed our guest's expectations as we deliver quality service to make your stay memorable. Rest assured that we will share all your impressions with our management team for a proper follow up as we hope you allow us the chance to host you again soon for a more positive experience.Have a great day,Hotel Riu CancunOnline Reputation Manager
by A verified traveler
Posted May 30, 2024 on Expedia
by A verified traveler
Posted May 30, 2024 on Expedia
Necesita una remodelación este hotel urgentemente!
Comment from Hotel Management
Jun 3, 2024 by Hotel Riu Cancún, Hotel Management
Estimado Eloy,Agradecemos su reseña, ya que nos ayuda a tomar nota sobre qué aspectos podemos centrarnos y mejorar. Como el servicio es nuestro valor clave absoluto, sentimos leer que no lo hicimos todo bien.Haremos un seguimiento de su comentario, ya que esperamos que vuelva a visitarnos en el futuro para experimentar el nivel de hospitalidad que caracteriza a nuestros hoteles.Atentamente,Hotel Riu CancúnOnline Reputation Management
by A verified traveler
Posted May 30, 2024 on Expedia
First off AC was not working in the room 1402 to be exact , once i asked them to fix it the guy came in and said it works, 7 days ahead i complained again after all my clothes got ruined from the moist in the room and room smelling like mold the repair man came in at 11pm at night and said the ac is not working the blower is not working , due to the mold smell and mold in the room my wife got sick and we requested a ambulance on 5/28 at 11:15 pm at night and the guy who claimed to be a manager said i am a manager here and gave me a card to leave a review rather then helping us , now my wife and i both have sore throats and filled with mucous and keep coughing , we explained this situation to a manager pamela the very next day and all they did was give us a late check out. Pleas be ware on your next travel do not book this hotel i have stayed here in the past and it just looks like the resort got worse. The entertainment staff is great and staff at resteraunt is amazing but when it comes to help. You are on your own this so called guy who claimed to be a manager did not want to show me or give me his name but his CO WORKER diego was right there , note this horrible person didn't even want to give me the suitcase dolly claiming he is not allowed to because the bellboys leave at 11pm so he made my wife and i pack everything up and switch rooms at 12 am not same night. Hence we complained numerous times and at the end the AC WAS not working & ruined all of our clothes
Comment from Hotel Management
Jun 3, 2024 by Hotel Riu Cancún, Hotel Management
Dear Jesse,We appreciate your feedback, as it helps us understand which aspects we can focus on and improve. As service is our absolute key value, we are sorry to read that we did not get everything right. If you wish you may place a formal complaint thorugh your booking channel. Much to our regret we must underline that when a reservation has been made with your booking channel, we cannot deal with it directly.It is through your booking channel that we can review what happened and give you an appropriate response. Please accept our apologies.We will be following this up further, as it is our hope you will consider a future visit, in order to experience the level of hospitality that is typical of our hotels.Best Regards,Hotel Riu CancúnOnline Reputation Manager
