My husband and I stayed 14-21 March and having read the many negative reviews before we left, we thought we would be changing hotels on arrival. We are late 40's yet loved this place even though it was Spring Break.
It was very quiet until late morning and all the sunbeds around all the pools and on the beach were available. The sun is available all day by the railings between the beach and pool at the infinity pool, you get full sun from 7am to 4pm.
You get what you pay for here, it's in a great central location and the service and quality is great, the staff work so hard to make you happy and keep the place clean. We did the Riu Palace hotel tour which is next door and in addition to the Riu Cancun you get 24hr room service, better quality wine inc bottles in Al a Carte restaurants, tea/coffee making facilities and toiletries in the room. However, it lacked something and there were many guests from this hotel at the Riu Cancun. If you are expecting more, then pay extra and stay somewhere else.
Room - We stayed on the 8th floor facing the pier/jetty, overlooking the quiet pool so were welcomed by sunrise each morning. No sign of a damp musty smell. A very clean room perhaps newly painted? A large 7ft bed which had a new very deep mattress. On arrival we removed the waterproof mattress protector and put the spare blanket under the sheet which was always clean crisp white cotton. Flat screen TV. Internal door can be closed so that corridor noise can not be heard. Water instantly hot. Air conditioning quiet and very efficient.
There are optics in the room with 4 bottles including Vodka. Beer and soft drinks in the fridge. All are replenished every 2 days.
All rooms face the ocean - one side of the 'V' faces the pier/jetty, the other side face the swim up and infinity pool and perhaps doesn't get the sun at all which is why they are musty?? All front doors to the room face the Lagoon side.
Room keys - are actual keys and not cards. Only one per room and it is on a long neck string which many people wore around their necks although did get tan marks! Safe key and lock also provided although high charges are made if any of these are lost.
Lifts - All 4 were working and no delays experienced as mentioned. We often walked down the stairs from the 8th floor which is easy as the stairs are gradual and winding. I think if you stayed towards the top floors, they were then slower as more people were stopping on other floors. Being on floor 8, we pretty much went up and down without any other stops.
WiFi - Paid $50 for 24/7 wi-fi access anywhere in the hotel for 7 days. If you don't pay then you only get 90 continuous minutes per day in the lobby area.
Food - Huge choice in the std buffet. Every night has a theme but they always had chips, pasta, pizza etc for those who don't want to try other food. Roasts included chicken, beef and pork, all with various English vegetables. Wine and beer is on tap as well as various coffees. Staff were all friendly, efficient and helpful.
Pools - Quiet pool, as it says is very quiet and on the other side of the building. Swim up pool - great design, very popular. Activity pool - water polo, volleyball and various organised activities which was next to the infinity pool which was great to sit and overlook the beach. I had read a lot of reviews about people spending all day in the swim-up pool and it going cloudy. I can say that I never saw this during our stay and furthermore there was a guy who seemed to spend all day, every day testing the water in all the pools to ensure it was correct. There was waitress service around the pools (Special thanks to Fanny who served and smiled all day) and I also saw waiters on the beach.
Bars - Lobby bar although huge and busy, it lacked atmosphere and looks very dated. there were a selection of sofas outside in the walkway to the buffet. Great to sit and 'people watch' but they got taken very quickly. Sports Bar - Open 24hrs and has snacks (hotdogs, Nachos etc) but again was large and again lacked atmosphere.
A La Carte - Only went to the steak restaurant which was good and very filling. Choice of two sittings (early or late). Staff were very attentive but again, this place lacked atmosphere.
Beach - Lovely white sand and incredible sea colour. You can walk along the beach in both directions. Plenty of sunbeds although they are quite close together. The rocks mentioned are not a problem.
Reception - didn't use them on arrival as Thomson had pre-arranged check-in so this was done in the lobby bar. However, check out was very slow with long lines. Wrist bands are cut off at check out which is by 12 noon, therefore you no longer have use of facilities however, we did manage to get some food from the buffet restaurant by showing our check out slip of paper. We were collected at 12:50 so this wasn't really a problem.
Overall we had a really great time and did not experience any of the issues raised in other reviews. All the staff work very hard to maintain the hotel. We were pleasantly surprised at how good it was and even though it was Spring Break and packed with lots of college kids, none were rowdy, loud or rude.
Mid floor facing jetting/pier. Quieter side and gets the sun in the morning.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.