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“We got what we paid for.”
Review of Hotel Riu Cancun

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Hotel Riu Cancun
Ranked #34 of 177 Hotels in Cancun
Certificate of Excellence
Reviewed 19 April 2012

We got a really good deal for the Riu Cancun (approx 1/2 the price of every other website) and I'd say it was great value for money for what we paid but definitely not worth the full price.

There was an initial panic at check-in when after a warm welcome, the receptionist couldn't find a reservation for us. She still offered to check us in but at the full advertised price (obviously we weren't happy about this when we had got such a good deal). However just as we were about to hand over the credit card she found the reservation with a slight spelling mistake in the surname! Phew!

The location of this hotel cannot be beaten, only a 5 minute walk from all the action.

The lobby area and all the public areas are lovely but the rooms are a bit of a disappointment - very dated and no better than many of the cheaper hotels in which we've stayed in Cancun. Many people talk about a musty smell in rooms but ours smelled fine, apart from the shower which smelled disgusting! I think a bit of a smell is to be expected in humid countries but this was unreal and seemed to get worse over night. Also there is no light in the shower so be ready to shower in the dark!

The was a fantastic amount of storage in the room, many drawers and a huge wardrobe. The beds were fine and even the roll away bed was reasonably comfortable (we had 3 adults in one room), but did make the room a bit cramped. The mini bar was restocked every couple of days and has plenty of water and soft drinks plus beer. The optics in the room were great also, but we didn't really have much use for them. We'd rather get a drink at the bar!

Housekeeping were good, although some days they seemed better than others, tying up drapes and duvets in bows and leaving chocolates occasionally.

The food was quite good, plenty of choice and of a reasonable standard. Not exactly amazing but I don't think you can expect that when they are feeding literally hundreds of people at the same time! Lots of choices to suit different nationalities, and a different selection every night. One slight problem was at breakfast, there was always a queue for pancakes, they just couldn't keep up with demand!

The pool area was nice, but very busy and you couldn't get a sun lounger unless you were down about 8am. We always just went on to the beach which suited us fine as there was always plenty of sunbeds and also the pool area was in the shade by about 2.30pm and we like the sun in the afternoon! The swim up bar was a bit crazy with some people in it drinking from 10am til 5pm, so by the end of the day the water didn't look too appealing! There were also a few very very drunk people, including a couple passed out in/around the pool. Not great for families! Other than this I'd say it is quite a family oriented hotel.

The entertainment staff are fantastic, they work so hard from 9am trying to get everyone to take part in fun games, however if you say no they don't hassle you. They do shows at night which are kind of what you'd expect from hotel entertainment, you'll get a laugh at least. After the shows they meet people in the lobby and take them out to local night clubs, you even get a complimentary bus there even though most of the clubs are in easy walking distance! If you're going to clubs I'd definitely recommend going with the group from the hotel, you get great bottle service and it's a good way to meet other people. Cocobongo is a must!

There is free wireless in the lobby for 90 mins a day but it would be better if this was available throughout the hotel, you can get it for a charge though $50 per week or $9 per day.

Overall, we had a fantastic holiday and would definitely go back if the price was right!

  • Stayed: April 2012, travelled with friends
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Thank cancunfan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,630 - 3,636 of 10,337 reviews

Reviewed 18 April 2012

Went to the Riu Cancun for my husband's 60th birthday. What a lovely hotel. The location was perfect. The staff all throughout the hotel were wonderful including bar staff, dining room, maid service...everyone. They couldn't do enough for you. The hotel itself is lovely but is looking a little tired and could do with freshening up. The food was fantastic with a huge choice. Free mini bar in the room was a nice touch too. I couldn't fault this hotel at all and would certainly recommend to anyone. It was our first time in Mexico but would certainly return. I just wish we had been there for two weeks....may be next time!

Room Tip: We were on the 11th floor (1130). Great views.
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  • Stayed: April 2012, travelled as a couple
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8  Thank Joan&Peter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 April 2012

As a previous reviewer stated, the Riu Cancun met my expectations but they weren't that high to begin with. Here are my ratings:

Staff - waiters, cleaners, bartenders - are excellent. A+
These people are happy and eager to please. They are friendly and pleasant. I think this is the best thing the Riu has going for them.

Cleanliness - The hotel is immaculate. There are always staff cleaning. I'm going to give them an A- because it was obvious that the regular staff is off on Saturdays. Our room was cleaned immaculately all week long. On Saturday, it looked like a 5 year old cleaned it.

Food - B- -- large variety and quantity. Preparation and quality is lacking. I'm not a picky eater but I would compare the buffet to that of a college campus cafeteria or military dining facility. They are feeding hundreds and many leftovers are offered repeatedly. Like others posters noted, I was sick of the buffet after a few days. We could not get a reservation for the restaurants while we were there.

Spa - A 50 minute massage was on special for $60. A+. It was a lovely experience.

Pools - Party pools get a C not because of the staff or maintenance of the pools but because of the hotel guests who are slobs and peeing in the pool, breaking rules, throwing food/drinks/cigs in the water, etc. We witnessed a verbal altercation that got very vulgar over a reserved sun lounger. The chairs at the activity/bar pools will be reserved by 8 am.

Towel service - Do not lose your towel or card. You will be charged. $30 fine for a lost towel. After speaking to four managers (the towel was accidentally picked up by a child), the fee was waived.

The quiet pool A-. If they offered waitstaff to bring you drinks this would get an A+. Beautifully maintained, quiet, peaceful.

Rooms - B- --- our room was very clean. We were in 504 and our balcony faced the quiet pool. The wind was very strong though and you heard doors repeatedly slammed at full force due to the wind from the balaconies. The light/fan switches are difficult to figure out. Door key sometimes did not work easily. Tip daily. You will get towel creations, rose petals on your bed, etc. Leave a note with your tip if you need anything. I asked for additional Pepsi Light and my fridge was filled with it. One morning the fire alarm went off 3 times between 530 am and 7 pm. Security does stroll the hallways.

Check-in/Reception - B- - We had to go back 4 times to get our room because it was not ready. We were told to come back on the hour. By 630 the room was finally ready. We had booked a room with two beds. We got a room with a king bed. They brought in a roll away bed which worked out fine and management called to check on us later in the night.

Entertainment - B but A for effort - The actual entertainment is mediocre at best but we did get a few great laughs and the staff really work hard.

We won't be returning to the Riu Cancun but I definitely felt like we got what we paid for.

Room Tip: Room 504 faces the quiet pool. Pleasant room, no wait for the elevators.
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  • Stayed: April 2012, travelled with family
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5  Thank kym72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 April 2012

This is my first trip to Cancun and I found the people lovely and helpful. The hotel was great with something going on all day and well into the night. Quality of food, service, cleanliness was first class, nothing too much trouble for the staff. definitely taking the family back as soon as possible, what a wonderful holiday.

Room Tip: We were on the 7th floor and the view was great.
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  • Stayed: March 2012, travelled with family
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2  Thank raystone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 April 2012

Our family of 4 just returned from 1 week at the Riu Cancun this was one of the best vacations we have ever taken. We are frequent travelers and have gone to several all inclusives, including Beaches and Sandals resorts, which are significantly more expensive, and are not as good as the Riu Cancun. The negative reviews on the site are either from people who are expecting way too much from an all inclusive resort or people who are just miserable in general because this place is great! This is not the 4 seasons people, but this is a wonderful family resort, and the service and amenities cannot be beat for the price you pay (very inexpensive compared to Beaches or Club Med). Comparing this to a Beaches or Sandals property, the food was better the rooms were better the service was WAY better, the hotel amenities were equivalent and it was half the price of any of those trips. The entertainment staff was great they encouraged you to participate when you wanted to and left you alone if you wanted to be left alone. The bar service was wonderful with waiters and waitresses taking drink orders continuously throughout the day you were never left with an empty drink in your hand .The pool deck area was crowded but you can easily find a lounge chair as long as you go out of a reasonable hour and even if you didn't you could go to the beach, where there was plenty of space and lounge chairs. The food at the main restaurant was really good, especially for an all inclusive. There were some staples, then different themes every night. We never got tired of the variety. The rooms are huge - definitely spend the extra few dollars for a jr suite. You will be happy you did and the location is better than being in the tower (all jr suites are in the 6 story annex overlooking the main pools). I must admit, the elevators are troublesome, so i recommend requesting a low floor regardless of the building you are in. As far as tipping, the people who say it is "required" to get service are crazy. We didnt tip our favorite staff until the day we left and it wouldnt have mattered if we did or not, the service everywhere was OUTSTANDING, this is the best thing about this hotel and can really ruin.a vacation if it is not good. I have NEVER had service as good as the service here. What else? Dont bring your own beach towels, dont bother with thermoses, if you like a soft bed, be prepared as the beds are very firm. All of my family slept great and thought the beds were comfy (we sleep on memory foam at home), but I can see why others might complain about the beds. They are in the process of replacing the beds throughout the hotel, so it shouldnt be an issue for much longer. All in all, I would recommend the Riu Cancun hands down. Book your trip now and enjoy!

  • Stayed: April 2012
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11  Thank BeachesBeaches
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 April 2012

Met expectations- albeit they weren't that high, Would recommend- but you gotta read the reviews, but we won't be staying again- but only because there's a bazillion other choices in Cancun.

The room- booked a junior suite, which is the shorter building to the west. Our 2nd floor room, center of building, had some plusses- much bigger balcony, and downsides- noise from pool area. Now, about the musty odor- our room had it, but from asking around, and considering the dew point, I'm not concerned. Pepsi is the mixer of choice to go with your vodka-rum-tequila and beer (XXs).

Public areas- Well maintained. One oddity- the elevators in our building stopped working after the first night. The posted sign mentioned high winds as the culprit. Funny, they didn't start again when the wind died down.

Restaurants: The buffet is, actually, among the best I've seen... bear with me here: very, very wide selection, catering to the whims and appetites of the Yanks-Brits-Canadians-Brazilians-Germans-Russians-Etc-Etcs. Clean and plentiful, and tasty to boot!

Sit-down restaurants: So, you can only 'book a reservation' three days in advance... but, if you show up a few minutes after opening, and ask politely and quietly, they'll likely 'see what they can do', and ask you come back anywhere from five to twenty minutes later... at which time they'll seat you. This is how we played it. YMMV.

Pool: water. people. alcohol.

  • Stayed: January 2012, travelled with family
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1  Thank zman319
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 April 2012

pretty much not a bad place if you don't mind terrible customer service. If you run across any problems don't rely on management to be of any service because they suck!

Room Tip: plenty of other resorts that can treat you right back out nowwww.....
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  • Stayed: May 2011, travelled with friends
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2  Thank jim s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Riu Cancun

Address: Blvd. Kukulcan, Km 9 | Manzana 50, Lote 5, Cancun 77500, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#24 Romantic Hotel in Cancun
#28 Spa Hotel in Cancun
#30 Top resorts Hotel in Cancun
#32 On the Beach Hotel in Cancun
#32 Family Hotel in Cancun
Price Range: £181 - £338 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Hotel Riu Cancun 3.5*
Number of rooms: 569
Official Description (provided by the hotel):
Located in "Corazone", Cancun's resort area. 14-Storey main building and a 5-storey annex building. On the beachfront. Complimentary sun loungers on the beach. 20 M/65 ft. From a shopping centre. 10 Km/6.2 Miles from downtown Cancun. 20 Km/12.5 Miles from Cancun Int'l. Airport. Credit cards accepted: MasterCard, Visa ... more   less 
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Also Known As:
Riu Cancun Hotel Cancun
Riu Cancun Mexico
Cancun Riu Hotel
Rui Cancun

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