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Hotel Riu Palace Cabo San Lucas
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6,507 - 6,512 of 7,108 reviews
A TripAdvisor Member
Boston, MA
15
Reviewed January 10, 2005

The Riu Palace In Cabo San Lucas. 5 star...Don't believe it! We are very experienced travelers. This, unfortunately, was the low point of our entire trip. Frankly, we should have known better. We violated our own personal policy of not going to any resort in the first six months. We got caught up in the sizzle of the resort on the web. This resort, The Riu Palace, is a beautiful resort in a great location on a wonderful beach with a view of Land's End. That's, unfortunately, where it ends. They, in our opinion, were, at best, a 3 star resort. Their staff and service were among the most worst and most difficult that we have endured. We made the best of being there, but their service staff was poorly trained, disorganized and took liberties with the truth. We met with the front desk supervisor, his supervisor and the hotel manager a total of four times in six days. We changed rooms 3 times and if they hadn't disinfected our room on the next to last day to get rid of the sewer smell, we would have changed again.
Our itinerary had oceanfront on it, so that's what we expected? We didn't end up with an unobstructed view oceanfront room until day 2 and, if we hadn't been so forceful, I'm sure we would not have.
Their policy to eat at any of the four restaurants beside the buffet, was to go to a designated desk between 7 and 9:00 a.m. and wait in line to sign up for that day. That's right! 7-9:00 a.m.... when you are on vacation! We were told by many of the guests who tried and failed to get their choice of restaurants or seating, that if you were not there by 6:45, generally, you were shut out of the top restaurant. A terrible policy, that they eventually changed as of New Year's Day. They changed the sign up time to 9-11. By the way, you could only sign up for that day. You could not book your places to eat for the rest of the week. So, each day you have to wait in line starting at 9:00 a.m. to see what's available by the time you get to the front of the line.
The list of concerns was long which I will not bore you with. In the first hour there we knew we had made a mistake. Clearly, they were not ready to open. Everywhere we turned, people were complaining to the staff or to other guests about the craziest situations including giving keys to guests for occupied rooms, theft of passport and id's, poor food, lies and disorganization everywhere. As for the food, it was average at best based on our experience as travelers. The top restaurant was fine, the others were average and the buffet was below average. At breakfast they kept running out of food that sometimes required a 15 minute wait. Very inconvenient.
The hotel itself is massive, maybe too large, and very spread out. We had a very long walk to our room each day. The constuction is not of high quality and is very noisy. Additionally, they have no closing devices on the entrance doors to each room, so the sound of slamming doors through the day and night is unnerving.
Our highlight of the trip to Cabo was a half day fishing trip where my wife caught an 8 foot marlin!
Outside of that and beauty of this location, it was a disappointment. We would not recommend the resort to anyone. Perhaps in a year it may deserve a 5 star rating. Until they get their staff up and running, and their act together, I would not recommend this resort to anyone, and, if you are booked there, call your agent and change immediately.

  • Stayed: December 2004
    • Value
    • Rooms
    • Cleanliness
    • Service
5  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 10, 2005

Our family of 5 just stayed at the RIU from Dec. 25-Jan 1 (Prime Holiday week, 90% occupancy rate) and we booked through Sunquest. Upon arrival at the airport we walked past the taxi drivers and time share people directly to a coach bus waiting to take us directly to the hotel (most beautiful hotel in Los Cabos)with a guide who told us about the area & hotel on the way. We were greeted with fruit drinks and shown to a gorgeous reception area with an amazing view. The hotel is absolutey beautiful, very grand, clean and immense, food is good, plentiful and lots of variety, service is very good-sometimes a little slow but who cares, we weren't in any rush. We ate everything, drank mixed drinks with ice and only bottled water. We all remained healthy throughout the trip and once we got home. The pools are beautiful and large. One is more heated than the other-just walk right in-and one swim up bar is more heated than the other-some like it cold, some like it hot. They changed the reservation system for restaurants so you can book your dinner between 10am-12pm. Grab a coffee and relax while you wait in line to book your dinner reservation at the Japanese, French, Mexican or Steakhouse - or just go to the buffet. There is lots happening in Los Cabos too. Tons of restaurants, bars, shops, flea market.

The entertainment is ok and the dancers are very talented. New Year's Eve Party was a big party. lobster tails, quail, salmon, beef fillet, more food than you can imagine, fireworks on the beach, dancing.
There are plenty of activities-water aerobics, water and beach vollyball, 2 lighted tennis courts, gym etc., water taxis to Lands End (Lovers Beach & snorkeling), horses on the beach, 30 minute walk to town along beach. You'll see bars & restaurants along the beach. Heard from many that The Office is a great place for breakfast & dinner. The ocean is really not too safe for swimming but you can walk easily to the safe beach.

We stayed in room 3163 not a great view of the ocean & 3164 a better view, and a very quiet side facing away from the center of things. Request a side room on the left side or over the excercise room. Do not stay over the disco. Maid service was excellent. We left a tip daily on the bed. The day that we left a Roots Canada t-shirt for the maid, she brought her supervisor to make sure it was ok to take it. The staff is very friendly and kind. The hotel has some minor issues that will be resolved, and the staff will become more experienced week by week. I met people that seemed they were just there to complain rather than enjoy themselves. We did not have any problem with bees the week we were there nor any major problems to report. We would definitely return.

  • Stayed: December 2004
    • Value
    • Rooms
    • Cleanliness
    • Service
13  Thank SharonOntario
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
Chicago
110
Reviewed January 9, 2005

I have read a number of the reviews regarding the Riu in Cabo. I had a much different experience. We just returned from a long weekend and I wish we could have stayed a little longer.
Drinks were very good. Food was about a 7 out of 10. Service was great.
This is a great plae to go relax with friends and have fun. If you are looking to get dressed up every night and have a long romantic diner you should try the Ritz and spend the extra $$$$$$. This is a great place for the price.

10  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 9, 2005

My wife and I just returned after spending Jan 4-9 at the Palace.

Check-in was quick and efficient, we had chosen TransCabo for our airport transfer and paid $75 each way for a private car (SUV). Were at the hotel within an hour and a half of landing.

The facility is new and beautiful, bathrooms are the best we've seen in Mexico, all marble. The tub can be slick for your shower, but there are handholds, use them as necessary. The towels are huge and very nice. The beds are quite firm. I don't know how you could get around this other than to get used to them quickly. I'm sure as more people use them, they will soften up.

The beach area is great, but the palm trees are new, and there is not much shade. The pool areas have a generous amount of umbrellas for shade. The drinks were great (try the Mayan Coffee after dinner), and it was hard to get into the specialty restaurants even though the hotel was not crowded. From what we could see it was a staffing problem. But the International Buffet had great variety and some big surprises (big slabs of tuna sashimi in a pepper-wasabi sauce). Another big highlight at breakfast was the baked goods, rolls and coffee rings that were fresh and wonderful.

They are still doing a bit of work on the place; one morning at 8:30 am they began chizeling something right outside our door. And the doors slam and it can be noisy at night with all the tile floors. On balance, though, it was a very nice place and the staff was friendly.

Saw exactly 3 bees in 5 days, and one was on an excursion. We would certainly go again.

16  Thank bermurray
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
San Frianciso
15
Reviewed January 8, 2005

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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