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“Great hotel with a serious mold problem” 1 of 5 stars
Review of Hotel Riu Palace Riviera Maya

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Hotel Riu Palace Riviera Maya
4.0 of 5 Resort (All-Inclusive)   |   Av Xaman-Ha Mza 9 y 10 Lote 1 Int.Fracc. | Fase II Solidaridad, Playa del Carmen 77710, Mexico   |  
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Ranked #41 of 200 Hotels in Playa del Carmen
Certificate of Excellence 2014
Boston, Massachusetts
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
“Great hotel with a serious mold problem”
1 of 5 stars Reviewed May 15, 2013

This hotel has done many things well. The staff were simply outstanding and almost everyone spoke English. The food was AMAZING. Very flavorful. The entertainment was first class. We loved every show they had.

Having said that, the room was terrible. There was an awful smell that would hit you like a ton of bricks once you enter the room. We quickly realized that the room was covered in mold. The room is very damp (especially in the bathroom) and the air conditioning was too inadequate to remove the humidity. The curtains in our room, 2110, were covered in mold. The bathroom as well. The smell is so overpowering that its there in our suitcases and vacation clothes, even after multiple washes.

As grandiose as the hotel was, the suites did not match. They were sort of small, with a small TV and poorly lit. The fridge and liquor bottles were a nice touch, even though we never used them. The closer you are to the pool, the worse the noise pollution during the day, especially from the entertainment people using megaphones. If you want an afternoon siesta, make sure you bring ear plugs.

  • Stayed April 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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3,747 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (701)
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English first
Dallas, Texas
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 14, 2013

The hotel is very nice and is right on the beach. They had a nice variety of food for the buffet. We're not big buffet people, but the food was very fresh. A courtyard room would have been nice, but we didn't think to request one on check in. We only stayed for a couple of days and were mainly down on the beach, so it wasn't a big deal. The staff were very friendly and the service was great.

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sheffield, United Kingdom
Senior Contributor
43 reviews 43 reviews
27 hotel reviews
Reviews in 20 cities Reviews in 20 cities
57 helpful votes 57 helpful votes
4 of 5 stars Reviewed May 14, 2013

we recently returned from this hotel after staying in late April early May, the hotel itself is ok and all the staff are friendly and welcoming, a special mention goes to Claudia who works in the Sports bar, she went the extra mile and made us feel very welcome and at home.
some areas around the hotel could do with a refurb, there are tiles missing on the bottom and sides of the pool, and some sharp areas.also the pool could do with a deep clean as there's all sorts floating around in the water.
they could also do with a few more sun beds around the pool area, if your not into playing the towel game you will struggle if the hotels full to find a decent bed around the pool area, some people reserved beds by the pool and also the beach.
also they could do with building a toilet block close too the pool, god knows how some of the same people would sit in the pool all day getting drunk at the pool bar and not once visit the toilet as it was too far to walk no doubt this has something to do with how dirty the pool looked some days.
the beach is one of the best things we loved perfect white sand and crystal clear water, after a week or so the food can become a little boring, so we spent a few evenings on 5th avenue which has a good vibe and is cheap enough to justify not eating in the hotel each evening.
the next time we return we will stay at the palace mexico which has had a full refurb and appeared to have a more relaxed atmosphere than the Riviera maya.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Blandford Forum, United Kingdom
1 review
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 13, 2013

Visited last two weeks of April, this hotel is worth all of it's 5 stars and more. The rooms are all suites with A/c and ceiling fan, fridge filled with water, beer, 7up, coke etc, restocked daily. Also 4 optics at no extra charge.
Filter coffee maker. well equipped bathroom with good shower. Food, great buffet with great service. Thomson trip to Chichen Itza was great value at £72 full day beer served on the coach at 8am. The beach was very good with waiters bringing trays of drinks round. Plenty of loungers on the beach, but have to join the early lot to grab a pool lounger. There is also a very good 24 hour room service menu if you arrive late or are on a day trip.

  • Stayed April 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed May 12, 2013

There was some excellent points about this hotel and some poor points about this hotel, all in all we enjoyed our time here but probably wasnt worth the money we paid.
Please read and make your own minds up because what we hated you might like and vice versa.
There seemed to be a devide, you have like a west wing and an east wing to the hotel that are oposite eachother devided by a lovely courtyard with fountains and palm trees, if you go please make sure you reserve a courtyard view room other wise you will get put looking out onto another hotel the other side. when i mentioned a devide it seemed all the american guests got courtyard view rooms whilst the english got the other rooms facing out over the other hotels, so if you get palmed off with a crap view like we did just go back and complain. we got moved to a courtyard view room after that.
The hotel grounds are excellent and kept very well.
In general the hotel staff were excellent and cant do enough for you and were extremely polite. Our room was cleaned every day and done well.
The pool was very nice and the beach was lovely.
The hotel layout was easy and mostly accessable, there was lifts but not as many as there should of been.
The hotel is a touch dated and could do with a modernisation just my opinion.
If you like english language tele just a little programme whilst getting ready etc dont bother because the reception was poor and hardly any english channels so id take your ipad and watch stuff on the wireless.
ps: you can get wireless in the room, get the keypass from reception.
I thought the resturants were nice, but not enough choice on the menus. 2 to 3 starters and mains is no where near enough choice and gets pretty boring if your staying for 2 weeks and you had to book the resturants 4 days in advance otherwise its the buffet dinner if you dont get booked.
The morning buffet was ok, not a bad selection and cooked well but the same food on offer for 2 weeks doesnt sit well in the stomach.
The lunch buffet wasnt very nice tbh, it was ok for a day or so but the same food every day got too sickly and I just felt ill everytime I went in there, there was something about it i just didnt like.
The evening buffet was weird, they had roast beef and some orange type gravy but didnt have vegetables or potatos on offer to go with it, it was like you couldnt complete a full meal, ie: italian, mexican, english etc you had to mix and match the lot to get a full plate which gets annoying after a while.
The room service selection was poor only about 5 items to choose from, we ordered a chocolate cake one night and it didnt even turn up, by that time we were tired and couldnt be bothered to chase it up.
There certainly wasnt a 24/7 food element.
The drinks service around the pool and night time courtyard was excellent and you never went thirsty.
The entertainment was good I thought, not really my cup of tea mainly but compared to alot of other places Ive been it was very good standard.
The live band and saxophone in the courtyard at night was brilliant.
The lobby bar was too small for my liking but very nice when the pianist was playing.
The bars shut too early for me, the pool bar shut at 6pm and the other bars started shuting down at 11.30-12ish, just an idea they should of kept the pool bar open and had it as alittle beach club running untill 2ish perfect space and setting right on the beach, you'll see what I mean if you go.
If you like a lay in then this hotel is not for you, 7am seems to be when the hotel comes to life, cleaners are down the coridoors and cleaning rooms as early as 7.30am. sound proofing wasnt high on the priority list when they built the hotel, you can full conversations from guests walking in the corridoors it sounds like they are in the room with you, also you can hear the slightest pin drop from upstairs so if the woman above loves her high heels then you have no chance.
If you dont get downstairs and put your towells out before 7am then you wont get a good sunbed by the pool.
The beach was beautifal and kept very clean etc, but be careful the sun was so much more intense coupled with a stiff breeze its so easy to burn and so many people did.
Nearly forgot this is a family hotel and is very child friendly which was a nice touch.
All in all we enjoyed our stay but some things that ive listed have put us off possibly returning. but like i said at the start we enjoyed some things and hated others so I hope this review has helped you just like other reviews helped us decide.

Room Tip: courtyard view rooms numbers 0100's and on is good try to avoid 0300's rooms try and get t...
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  • Stayed April 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
boston
1 review
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed May 10, 2013

This was our 3rd visit to Palace Riviera Maya and I was a little hesitant re-booking. It had been 3 years since our last visit and I was expecting it to show its age. NO Such thing. I don't know what people are complaining about. I LOVE that they have kept the original "ornate' look to it. The entire resort is spotless, from the pool area, to the bathrooms in the lobby area. The rooms are simple, but clean and roomy. But really you shouldn't be in your room. The beach is the best part of the resort. The fact that they offer such a wonderful area with palm trees, makes it for us. We are fair skinned and can't handle the full sun, but you have a choice. I have to say that I feel that the food has only improved. We didn't want to "commit" to a reservation so we took advantage of the buffet most nights. There are so many items to choose from including healthy options of fresh fruits, salads and veggies. Your on vacation though--take advantage of the wonderful cheese assortment, pastries, and coconut ice cream. The Staff is the best--this is the reason you return. Such a great crew, from the pool bar, to beach service to our favorite waiter Barzon. We can't wait to get back!!

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
1 review
2 of 5 stars Reviewed May 8, 2013 via mobile

My husband and i get there late. We have been traveling all day. We were starving and were looking fwd to the 24/7 all inclusive food service. We were told to go to the "sports bar." (Which in its self was a crummy smoky room w/ generic sports pix on the walls.) The food offered at the "sports bar" was a freezer w/ frozen hot dogs & burgers for u to nuke in the microwave besides it. As sides all they had was a tasteless mayo soaked potato salad. They also had stale chips and nacho cheese. God only knows how long it was sitting in there. It had a nasty thick skin of fat on top. Nothing was appealing so we go order room service which was basicly everything at the "sports bar." The food in the general buffet is only offered at specific timings, plus it was bland and tasteless. The only restaurant we even remotely liked was the indo-chine. The Mexican restaurant was also tastless & bland! It wasnt even authentic mexican...it was tex mex. I would have stayed at home for that. No one bothered to tell us that if you want to go on any of the excursions then you wouldn't get a meal except for what is offered at the excursion. Most of the excursions meet early which is well before the breakfast buffet opens & you come back well after dinner time. We had to leave the resort to actually get a decent meal. I dont know why we paid for an all inclusive resort or why do they advertise all inclusive when that isnt what u get. The bars had specific timings too. If u missed it then good luck getting a decent drink.

The pools were crowded. No place to lounge or chill inside or outside the pool. They have listed on a schedule that there are "activities" like pool volleyball & etc., but when u get there at the time designated you have to facilitate the activities yourself. You have to hunt someone down just to get the equipment.

If you want a quiet night in your room then make sure you pay the extra money for the beach front rooms. The other rooms are behind or in front of the outdoor stage of the courtyard where the performances are LOUD! Of course, they refuse to exchange your room bc they claim to be completely booked.

We never hung a do not disturb sign on our room door, but every day we come back to our room & there it is hanging. Of course our room doesnt get cleaned. The only day it got cleaned was our last day there, which is absolutely ridiculous.

I was not happy or impressed with this place nor the amount of money we put into it. Never again!

Was this review helpful? Yes 5
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
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Additional Information about Hotel Riu Palace Riviera Maya

Address: Av Xaman-Ha Mza 9 y 10 Lote 1 Int.Fracc. | Fase II Solidaridad, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#18 Spa Hotel in Playa del Carmen
#25 Top resorts Hotel in Playa del Carmen
#25 Luxury Hotel in Playa del Carmen
#27 Romantic Hotel in Playa del Carmen
#29 Family Hotel in Playa del Carmen
#30 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hotel Riu Palace Riviera Maya 4*
Number of rooms: 400
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Also Known As:
Riu Palace Riviera Maya Hotel Playa Del Carmen
Riu Riviera Maya
Hotel Riu Palace Riviera Maya Playa Del Carmen, Mexico

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