First visit to Cancun.. upon arriving to the hotel we were greeted with smiling faces "hola" and a nice refreshing drink while being served at the counter for check in. Friendly staff all around and check in was easy HOWEVER!! When we checked in (2 parties) with request of being on same floor and close to each others room with an ocean view with travel agent upon booking (not a garden view and above 4th floor as per trip advisor) we were advised that they have no ocean view rooms left??? We advised we paid for this upon booking trip and the Representative at the counter said sorry only garden rooms available..if your printout from travel agent states ocean view room then you would have been booked in that type of room. We reviewed our documents and found on one printout the words ocean view room and they accepted that as an ocean view room and the other document had the wording " room 4th floor to 9th floor - every room has a great view and faces the ocean however from 4th floor up you see the ocean not the garden - so this is why we booked this and to avoid the noise from the lobby as it is open to all rooms from lobby level to 4th floor. We were then given one ocean floor room and advised for the other party to have the same room and because paperwork provided did not have the words "ocean view room" there was nothing left?? Then the Representative came back and said $50 a night for an Ocean View we said no sorry just give us our room then he came back and said for $100 you can upgrade to the floor your paperwork states and we can provide you with adjoining rooms?? This is strange as we were advised there were "NO OCEAN VIEW ROOMS LEFT" So we accepted and I advised to put on my Mastercard that was provided at time of booking this trip and he said "no sorry we only take cash" now this started to make me concerned as we just arrived it was later in the evening and only 2 fellow representative at the check in so the other party we were with said "I will pay the $100 but this does not seem right as to what you are advising us and weird that you are not accepting a credit card for payment" This will be reported by an email to the resort now that I have returned home. Anyhow we had beautiful rooms adjoining for our party for the entire trip and watched the representatives pocket the money ( I guess they were sharing this between the 2 of them) and we were all very tired from travelling all day and there were no managers around to question this transaction or complain (so to everyone wanting an ocean view room - have your travel agent make sure the wording is printed on your booking document and you have that with you)
The facility was clean, very busy place and there is always someone there asking you for a drink in the lobby, at the pool, beach etc. The employees work very hard at this resort and it shows. The rooms were always cleaned and fridge stocked regularly the beds were very uncomfortable I must say and heard this from several people staying there the same week. The food had a great variety with several different places to eat however after a few days it was getting repetitive with not a lot of change in dishes being served. The Steakhouse dinner was fantastic and the service was great! There was always a specialty dinner booking available and that was easy to book.
The weather was very good considering a full day of rain - when it rains it rains hard but then when the sun shines it is hot out! A great variety of choices were to set up for the day however a lot of people went down to get their towel before breakfast to book their seat and never showed up for hours near the pool - so my suggestion on that is do the same if you want a specific spot however for some that want to be at the pool first thing in the morning there were not a lot of seats available unfortunately and were there with towels on the chairs until at least noon with not a single person coming to that chair and others could have sat there for their few hours and left before they even arrived. The beach chairs the same but a lot more to choose from and a great spot to sit for the day.
The room keys for both our parties kept locking us out of our rooms for some reason and we had to visit the front desk daily and each time they tried to tell us we did not have those rooms?? needed to see id to verify it was us and then had wrong checkout dates for us in those booked rooms and also advised us the keys were sitting next to a cell phone in our bag - funny thing about that is we did not have a cell phone with us id was locked in the safe and just had a towel and beach bag where the key sat all day?? So this made us believe the first day at check in was a scam even more and that we could return to our room one day and some other people could be in our rooms... never happened but was a real pain when you go back to your room and the keys do not work.
Also when checking out at noon and your bus does not pick you up for hours they do allow you to store your luggage in a locked room access to the entire hotel and a shower at the end of your day to get ready in the spa area before you depart. If you choose to do this they advise at check out you will receive your tag to get luggage once you hand in your towel cards after sitting at the pool so either bring a fresh towel with you and a change of clothes before handing in your towel card for the receipt to get your luggage. We were advised this when we arrived at the spa to get cleaned up and already handed in the towel cards.
Internet was different where you only have access in the lobby and only for 90 minutes as soon as you log on you either stay in lobby once a day for 90 minutes or bring several devices with you to get access if you need to be on internet more than one time a day. They were trying to change this the week we were there to having access for 90 min in total not consecutive. For those people that need to have access to internet find a time in the day you are willing to sit for 90 min to do everything you need all at once, however the lobby is full at all times of the day for this reason.
The Riu hotel chain is a nice place to stay advising some of the things you need to know or should be aware of if booking this resort, overall a nice hotel and nice visit to Cancun just not happy about the representative pocketing money and taking advantage of visitors!
- Official Description (provided by the hotel):
- Located in Cancun's resort area. 9-Story building. On the beachfront. Complimentary sun loungers on the beach. 3 Km. /1.9 Miles from a shopping center. 4,5 Km/2.5 Miles from downtown Cancun. 21 Km/13.1 Miles to Cancun Int'l. Airport. Credit cards accepted: MasterCard, Visa ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Hotels.com, Ebookers, TripOnline SA, 5viajes2012 S.L., Travel Republic (UK), Prestigia, RIU Hotels and Resorts, HotelQuickly, Evoline ltd, getaroom.com and Cancelon so you can book your Hotel Riu Caribe reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Gran Caribe Real Cancun
- Grand Caribe Cancun
- Grand Caribe Real Cancun
- Riu Caribe Resort Cancun
- Riu Caribe Cancun Mexico
- Riu Caribe Mexico