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“Fantastic resort, great food, but customer satisfaction is not managements priority!” 4 of 5 stars
Review of Hotel Riu Palace Cabo San Lucas

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Hotel Riu Palace Cabo San Lucas
4.0 of 5 Resort (All-Inclusive)   |   Camino Viejo a San Jose | Cabo San Lucas B.C.S. - Baja California Sur, Cabo San Lucas 23410, Mexico   |  
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Ranked #27 of 66 hotels in Cabo San Lucas
2 reviews
4 helpful votes 4 helpful votes
“Fantastic resort, great food, but customer satisfaction is not managements priority!”
4 of 5 stars Reviewed March 6, 2013 via mobile

We paid full price for an ocean view suite, we received a suite with 2 beds pushed together with a tiny glimpse of the ocean on the main floor right over the disco night club which blasts music in your room until 2-3 am every morning! After us complaining they gave us a different room downgrade from what we paid. I asked for the mgr 3 times which each time was told the mgr wasn't in and they suggested writing a note, which I did & still no response. It seems that satisfaction is not the front desk or mgmts priority. Everything else was excellent and worth going back just knowing not to accept a room off the main lobby. Waiters were fantastic, resort very clean, spa was very nice!

  • Stayed March 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (842)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Washington DC, District of Columbia
Contributor
16 reviews 16 reviews
10 hotel reviews
Reviews in 13 cities Reviews in 13 cities
28 helpful votes 28 helpful votes
1 of 5 stars Reviewed March 6, 2013

I won't bore you with the gory details but the front desk staff is very inconsiderate to include the manager Ernesto. No sense of customer service or reasonable accommodation. Ernesto will lie and tell you the public relations manager will follow up but no one ever does and when you decide to follow up he plays innocent as if he doesn't have any status. The food is horrible plenty of selections but no taste. The main dining area tables were mostly dirty check your coffee cups and plates to ensure cleanliness. The Bar staff are very friendly but the drinks are weak, pool closes way too early. Random dogs and cats are on the property looking for food, etc... Spend a few extra dollars and go somewhere else.

Stayed March 2013
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edmonton, Canada
1 review
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed March 6, 2013

Second time in 3 yrs at the Palace (last year was next door at Santa Fe). A group of 5 couples in total this time (Ages from 45 - 58 yrs). Love this place! Is it perfect? No, but the service and views make up for it! People complain about the tube tvs, old furniture - get over it! Our tv was turned on once for about 20 minutes all week. Room was cleaned and fresh sheets put on every day. We requested a king bed and got 2 doubles pushed together. Let something like this disappoint you, or water off a duck's back? Move on, it's not worth getting upset over, especially since they offered to move us the next day.
The food was great everywhere! Weather could've been warmer for us but the sun was shining and it was better than being at home in the snow.
The Santa Fe next door is much more lively at night so we visited it a couple of times and thoroughly enjoyed ourselves there as well.
The resort is spotless from one end to the other. There are tons of stairs here to help work off the all inclusive bulge so take advantage of them.
Took a taxi into San Jose del Cabo this time - save your money, not much to see there at all. Cabo has much more to see than San Jose.
8 out of the 10 of us went on sunset cruise on the Pirate ship. Tons of fun and good food as well.
If ATVs are your thing, don't waste your time on quads or dune buggies, contact Xtreme Adventure Cabo (on facebook or tripadvisor). They are a new company owned by the Cabo Polaris Dealership. We drove brand new Polaris RAZR ATVs through desert, dried river beds, a small town, and along the beach through an incredibly beautiful stretch of ocean. In all of our trips abroad, this was by far my favorite excursion! The dune buggies and quads were all green with envy when we tore by!
Holidays sometimes come down to attitude so put a smile on your face, a tequila in your hand and have a blast!

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
Minneapolis, Minnesota
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
35 helpful votes 35 helpful votes
4 of 5 stars Reviewed March 5, 2013 via mobile

My boyfriend & I (32 & 31 years old) stayed here the last week of February and had a wonderful time! I won't spend much time going through what other reviewers have said and stick to the highlights for us. In general, we found there to be people of all ages at this resort. This is the smallest all-inclusive I've stayed at, and I loved it. We didn't mind a larger resort, but we were surprised how much we liked not feeling like we had to walk a mile to the beach.

Good:
The staff was super nice and always worked HARD. We got a big kick out of the staff working the buffet. They were always smiling and laughing, ALWAYS made sure you had a drink and were handing out tequila shooters at night.
People were always willing to help if you had a question or needed something.
Bartenders were nice too and made good drinks. They were a little weak, which I was happy for. There's also a few guys walking around with drink carts at the pool, smiling and mixing cocktails. Make sure you ask for the premium liquor, they'll be happy to use it.
The food was decent, and better than other all-inclusives I've been to. The fruit was fresh and delicious. Krystals was good, but the decor was sorta like your grandma's house. Sometimes they had poolside tacos or fresh tacos in the lunch buffets. They were my favorites.
The grounds were perfectly manicured and clean.
We always found chairs by the pool without any problem. And the pool was clean.
The atmosphere by both pools was nice. Quiet pool was as expected, and nice for when you just want the quiet. The party pool was more our speed. The entertainment staff wasn't too pushy but made sure people who wanted to be involved could be. When we walked over to the Santa Fe, there was for sure more of a party vibe at their pools.

The not-so good
Tube TVs. This was not a dealbreaker for us. How often do you watch TV on vacation? But it did make the rooms feel a little more dated. In fact, the couches and other decor in the rooms were a bit dated in general. But, our room didn't smell musty, which is way more important to us.
The beds weren't as hard as we thought they'd be. Not what we'd choose for home, but better than we expected after reading the reviews.

A few tips:
Ladies: BRING YOUR OWN SHAMPOO. The provided shampoo left mine feeling like straw.
If you're traveling in the winter or spring, bring one more long sleeved item than you think you'll need. And a summer scarf or some other cozy-ish item. It does get chilly at night and especially on breezy nights.
Bring a pack of $1 bills for tips. And you'll want to tip, I promise. In fact, if you plan to go into town, don't worry about bringing a ton of pesos on the trip. Everywhere we went gave you the total in American dollars and pesos. Cab drivers especially did not like Mexican money and sometimes would try to not give you change for a 200 peso bill. Cab ride from the resort to town or back was $12. It was a big change from Playa del Carmen and Cozumel.
And, if you want an amazing dinner off the resort, check out Hacienda Cocina y Cantina. It was delicious and well priced.
Spend a little time watching people get on the water taxis before you give it a shot. It looked super tricky because of the rough water. We saw a few people nearly get hurt. We picked one up from the marina in town and went to Lovers Beach & the arch. They'll come back for you at the time you set before they drop you off. But, try to get on one that has a ladder, so you can get on easier.

For those of you debating Palace vs. Santa Fe: We think the big difference between the Palace and Santa Fe (we walked over one afternoon) is the view (the palace has amazing views from everywhere), more premium liquor and the size (The Palace appears smaller).

Stayed February 2013, traveled as a couple
Was this review helpful? Yes 12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irvine, California
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed March 5, 2013

This is one of the most disappointing hotel experiences we have ever had. The food is beautiful but has no taste. The Internet although free is constantly throwing you off. The front desk staff is very rude. We paid for two rooms with ocean views and the only thing we see are palm trees.the couch in our room is ripped and dirty. The entertainment staff at the pool is the best thing this place has going for it. Do not waste your money here.

  • Stayed March 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
1 review
4 of 5 stars Reviewed March 5, 2013

My husband and I just got back from the RIU Palace. We went with another couple and we had a fantastic time. The location is about 40 minutes from the airport. The view is AMAZNG!! Worth the little extra for an ocean front room. The room itself was clean, the archeticture is very nice...crown mouldings, pretty ceilings. They do need to update the draperies and linens but everything is clean. I did not have the musty smell that others said they had. The pools are big enough to not be overcrowded. The swim up bar is a ton of fun. Ask for the top shelf drinks or they will use the cheaper vodka etc. The buffet is really good for breakfast and dinner. The lunch buffet at the Mexican restaurant is better than the one by the pools. If you want to dine at Krystal or the Steakhouse book in advance. Krystal was not worth the wait or the hype. The four of us preferred the Buffet. The nightlife is not the best. The Disco is meh....and the entertainment area closes at 11:00pm. The Disco opens at 11:00pm until 2:00am. If you are looking for nightlife check out Cabo or check out the RIU Sana Fe. But overall the hotel is beautiful, the pools and pool swim up bar are spacious and fun. You will have a great time at the RIU.

  • Stayed February 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Harrison Township, Michigan
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed March 5, 2013

Spent a week at Riu Palace from Feb 23rd to March 2nd. This was our second time to Cabo but first time to Riu Palace. The resort is very large but do not worry, you will make lots of friends as everyone is very friendly. Check in was a piece of cake and we got an ocean front room, which is well worth the money. Do not think ocean view is the same as ocean front, ocean view may be just a sliver of the water. Krystal restaurant was really fantastic. The only draw back to the restaurants is that you have to make reservations and sometimes you could not get in. We do not like to have to make plans days in advance for where we want to eat and when. The main buffet was really good. We have been to several all-inclusives and this one was pretty good. The weather gets cool at night...bathing suits all day as it is hot and pants and long sleeves at night as it does cool down that much. Be sure to check out Happy Ending in town. You can only speak English there and it is lots of fun. Look for the $2 bill.

Get your chairs early. You may not like the game but that is how it is played. I am an early riser and at 6:45 am, there were already chairs taken. My only suggestion would be, if you are not going to use your chairs right away in the morning, then do not save them to just have them sit empty. Treat others how you would want to be.

We will probably not be going back to Cabo again but it was not because of the resort..we like it better when it is warm all day and night.

  • Stayed February 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
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Hotel Riu Palace Cabo San Lucas

Address: Camino Viejo a San Jose | Cabo San Lucas B.C.S. - Baja California Sur, Cabo San Lucas 23410, Mexico
Location: Mexico > Baja California > Baja California Sur > Los Cabos > Cabo San Lucas
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:
#14 Top resorts Hotel in Cabo San Lucas
#16 Spa Hotel in Cabo San Lucas
#18 Luxury Hotel in Cabo San Lucas
#20 Romantic Hotel in Cabo San Lucas
#21 On the Beach Hotel in Cabo San Lucas
#21 Family Hotel in Cabo San Lucas
#27 Business Hotel in Cabo San Lucas
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hotel Riu Palace Cabo San Lucas 4*
Official Description (provided by the hotel):
Located in the southern Baja California peninsula, 4.5 km/2.8 miles from Cabo San Lucas. 5-storey building. On the beachfront. Complimentary sun loungers on the beach. 32,000 m2 garden. 3.5 km/2.2 miles from downtown Cabo San Lucas. 40 km/25 miles from the airport. 500 m/1650 ft from a bus stop. Credit cards accepted: MasterCard, Amex, Visa, Diners. ... more   less 
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Also Known As:
Riu Palace Cabo San Lucas Hotel Cabo San Lucas
Riu Palace Los Cabos
Riu Cabo San Lucas
Riu Los Cabos
Hotel Riu Palace Cabo San Lucas Los Cabos

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