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Hotel Riu Palace Peninsula
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Reviews (5,595)
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3,614
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3,614
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391
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All reviewsvip restaurantadult villassports barcappuccino barspecialty restaurantsjacuzzi on the balconykrystal restauranttamalessteakadults only sectionocean viewisla mujeresdays in advancemain buildingmain buffetliquor dispenserbeach area
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31 - 36 of 5,595 reviews
Reviewed 3 weeks ago via mobile

Fabulous place to go for a spring break holiday. The hotel is beautiful and immaculately clean. All of the restaurants offer great food, and the service is first rate. The staff go out of their way to be friendly and courteous. We had a junior suite for our room. It was just beautiful, and we had a fantastic view of the ocean. The weather was in the 80’s (F) all seven days while we were here

Stayed: April 2018, travelled with family
3  Thank italianfoodie63
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

Stayed at the Palace Peninsula for my 65th birthday, my third visit. Woke to water pouring from the ceiling (the vents and light fixtures). The room was flooded from the bed to the bathroom (room 2303). After a bit of a wait, (maintenance was sent to the wrong room) maintenance came and couldn't fix it. I was told by reception that we would have to stay in the room, she would send someone to mop up the floor. The ceiling was still leaking and the room stunk. Had I not woken up and either my sister or myself went to go to the bathroom in the dark we would surely have slipped and fell! I quickly got dressed and went to the reception desk. Again, reception insisted that there was no availability and we would have to stay in that room. After some unpleasant back and forth, miraculously reception came up with a room and gave me the keys. This room had much less privacy, located in a high traffic area. I asked to speak to the manager and she said she would speak to her. She said that we were problems and her and her co-worker had a good laugh at our expense. We moved ourselves with no help in the dark maneuvering around the water on the floor! It was close to midnight at the time. This was very difficult for us at age 65 and 56! Ultimately, we moved 3 times in less that 4 days. In my opinion, we were robbed or our vacation. We were able to somewhat enjoy the last few days we had with the help of Mariela. We were compensated for the loss of vacation time with a refrigerator magnet, 4 chocolates, and a knicknack...nothing like rubbing salt in the wound. But the stress from the first few days left a bad taste. I will never return to the Palace Peninsula, so disappointed as my first two stays there were wonderful. See attached pics of the room and the mattress. Would you have wanted to stay in that room? Don't expect help from the reception staff if you experience any issues including safety hazards.

Room Tip: Request a room at the villas or the left side of the hotel away from the stage, extremely loud on the right side
  • Stayed: March 2018, travelled with friends
    • Location
    • Cleanliness
    • Service
3  Thank terrycurrier3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Palace Peninsula, responded to this reviewResponded 2 weeks ago

Dear guest,

Thank you so much for choosing Hotel Riu Palace Peninsula for celebrating your 65 th birthday and for taking the time to give us your feedback and for expressing your concerns.

As a service minded hotel chain, it is disappointing to learn the inconvenience you encountered in our hotel which caused your stay to be less enjoyable.

Please let us assure you that when the quality of our long-standing reputation and hotel experience comes into question, we take notice and action. We understand and share your concerns as we greatly care about the safety and wellbeing of our guests. We kindly encourage you to contact your travel agency or, only in case of direct booking, our Customer Service Department via crm@riu.com.

We sincerely hope that we will one day be able to welcome you back to Riu Hotels & Resorts and have a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

Hotel Riu Palace Peninsula
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

We just returned from a relaxing stay at the Riu Palace Peninsula. As usual, the service was outstanding and our room was always kept clean and tidy. The food was well presented and tasted great. The evening entertainment was very professional and we are now looking forward to out next visit to a Riu Palace in December.

Stayed: March 2018
3  Thank Douglas M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Went week of March 11-18 with husband and two adult daughters and one son-in-law. Loved every minute. This is our fourth Riu (Panama, Paradise Island, & Riviera Maya). We stayed in the Villas section which is adults only. Benefits: endless supply of beach towels (hate those towel cards) and dedicated waiter. This, my friends, is just shy of heaven. Our room was on third floor and we slept with door ajar (safety features) every night as we were escaping snow storm season in New England. Out of the four Rius, this staff was the friendliest and most welcoming. One daughter is a vegan and was able to get meals specially made with notification in morning, head chef was incredibly acommodating and discrete. Although not necessary, we left tips whenever deserved (90% of the time) as the service and personal engagement was truly way above par. Shows were good, Thursday's was the best. We can hardly wait for our next Riu trip! All recommendations would be appreciated.

Stayed: March 2018, travelled with family
7  Thank Cricket02359
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

Hi Everyone! Trying to make this review helpful to you. We were at Riu Palace Peninsula March 17-23. The vacation was great! I am in the airline industry and watch service, cleanliness, and operations very closely. The RIU PP exceed our expectations in all areas. The hotel was extremely clean which is a great indication that things behind the scenes are also clean and well run. I was usually at the pool by 7am and there were always 10 workers cleaning the area and preparing for the day. On the inside there was always people washing, mopping hallway floors and more.

- We are a family of 4 and had 2 rooms on the 7th floor which was plenty high to have great views and also enjoy peace and quiet.
- Check-in was very smooth even during peak at 2p. We had to wait 1 hour for our room but they will watch your luggage while you go to the buffet.
- The room is spacious and clean. Each room has a nice patio with 2 chairs and I highly recommend an ocean view.
- Food - the buffet has plenty of selections. Breakfast was very good as they have an omelet station as well as other cook-to-order items. Lunch was plentiful. Dinner at the buffet was good. They post the buffet menu each day so you can decide between buffet or other restaurants.
- dinner - If the buffet is not your style there are other dinner restaurants. They do not accept reservations and generally, there was not much wait. If there is a wait they give you a pager which works fine as you can head to the lobby bar for a free drink! The steakhouse and Japanese restaurant were great.
- Bars - There is a great little bar near the sand volleyball which was never busy. Even at the busy bars we only had to wait about 2 minutes for a drink.
- entertainment - we went a couple nights and it was pretty good. The Saturday night beach party was very fun!
- check out - check out is Noon. There was a 5-minute wait but no problems.

The people were extremely friendly! Andy and Selene were two of the best breakfast hostesses that I had met in a long time.

Tips:
- towels on the chairs - there were plenty of chairs throughout the day so no need to go down at 7am. if you want a special spot, be there by 9a and place your towel on the chair.
- the boat shuttles to Isla Mujeres are just southeast of the resort at port tortugula. Isla is a fun little island and worth the $19 round trip pp. We rented a golf cart, went first to the Turtle farm ($3 entry) then all the way south to the point to walk around. If you rent the golf cart it is $700 pesos on the boat vs. $800 at the island.
- take $100 or so one dollar bills - the RIU team works very hard and appreciate a few bucks.
- The Wednesday foam party at 3p was a blast, water aerobics also was a fun time

Overall a wonderfully relaxing trip!

Room Tip: grab an ocean view room and relax
  • Stayed: March 2018, travelled with family
    • Rooms
    • Cleanliness
    • Service
9  Thank tmthornton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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