I had one of the worst all inclusive vacations last week in this hotel.
For a 4.4 stars hotel (as described by their own website) and price per night, I would expect the highest of quality service.
The service is awful!! Reception, restaurant waiters, security, most bartenders, i could just keep on going... They are rude, careless and will only take care of you and talk to you respectfully if you offer them a tip before. For me this is not acceptable from any hotel, nevertheless an all inclusive!!
The pool was really disgusting!! It was always full of bugs, lots of them! The filters were not working, we could see almost all of them were missing the control door. There was no one cleaning the pool by hand. The whole hotel had a bad mop smell constantly, restrooms where a nightmare...
No one around the pool picking up dirty dinnerware, we literally saw dirty plates standing next to the pool for almost a full day.
The elevators are a biggggg problem, seriously!! We waited for 15min a lift and ended up taking the stairs. This is unacceptable for a +12 floors building!!! Imagine the drama to take the luggage back down at check out time...
Food is horrible. It never changes, it's greasy, salty, some of the dishes are just gross. They have almost no labeling on the buffet, so you just kind of guess what the dish it's supposed to be. Remember the mop smell around the hotel? Well, you get it in your fountain drinks too!!
The reservation restaurants are just the same buffet with less options. None of them interesting or tasteful at all.
At the bar, the alcohol is a generic brand. I asked for a vodka shot to mix myself, saw the bartender pour it from a Smirnoff bottle and for some strange reason... it was a cheap tequila! So my big guess is they refill their bottles with whatever cheap brand of alcohol they buy.
Ohhh but the big surprise was the last day we where checking out... The hotel had an inspection that day and magically the pool was clean, the service was keeping everything in order (still rude btw) and they prepared some decent food.
The sound isolation in hotel rooms is usually not good as a general rule, but here they sent workers to fix stuff with major power tools at 9am, keep that in mind...
I could just keep on saying all of the unacceptable stuff that we saw and experienced, but I have to admit we did read some reviews in this web page about people experiencing the same. So I guess the lesson is... "believe what people say, because it's true..."
We just had a trip to Playa del Carmen a month ago and stayed at a 3.5 star all-inclusive hotel (same price). Believe me when I say by just comparing the service, I would give the Riu 1 star.
Never planing to choose any Riu hotel again!!!
- Official Description (provided by the hotel):
- * Opening summer 2009 * 12 km / 7.45 Miles from Mazatlan, overlooking the Pacific Ocean * Located on Playa Las Brujas beach * Complimentary sun loungers on the beach * 20-story main building * Surrounded by 13.500 M2 / 16.15 Sq. Yards of lush gardens * 10 km / 6.2 Miles from various shops * 12 km / 7.45 Miles from Mazatlan * 32 km / 19.87 Miles from the airport * Credit cards accepted: MasterCard, Amex, Visa ... more less
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- Also Known As:
- Riu Emerald Bay Mazatlan