Boulevard Kukulcan km 12, Zona Hotelera, Cancun, QROO
Reviews
8.8
Excellent
All reviews shown are from real guest experiences. Only travellers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Rating 10 - Excellent. 1215 out of 1874 reviews" "
Everything was excellent!, good international food, nice facilities, very kind people, security throughout the hotel zone, etc. I have no complaints about the hotel. Thanks !!! :)
Not much entertainment on site. The staff at the steakhouse were rude and ridiculous. Restaurants are small but the best one was the buffet at Julio. Saul at Julio was great and detail oriented. The spa is overpriced and no one gives good directions or says much to help.
7 days of complete bliss! Enjoyed of solo vacation at this property and cannot wait to go back! The staff were all friendly and super accommodating to my requests! Also got upgraded to the best ocean front Elite club room 540, best views EVER!! I can go on and on, but know you will not regret your visit! Thank you Riu Kukulkan for an amazing birthday!!!
Response from Online Reputation Manager on 23 May 2024
Dear Brian,We look forward to your next visit. We are delighted to hear how you felt during your stay, it was a real pleasure to give you a truly luxurious experience.Thank you very much for sharing your feedback with other guests.Yours faithfully,Hotel Riu Palace KukulkanOnline Reputation Manager
Solo tiene 4 elevadores en entrada del lobby, todos los huéspedes que vienen de playa o piscinas vienen mojados y el piso del lobby con mucha frequencia esta humedo , con riesgo de caidas para las personas, el personal de limpieza esta atento a limpiar constantemente, pero es mayor el tiempo que pasa mojado el piso,
igor
Stayed 7 nights in May 2024
Response from Online Reputation Manager on 22 May 2024
Apreciado igor,Nos ha sido muy grato leer sus amables observaciones y saber, que ha valorado de forma tan positiva distintos aspectos del hotel que han contribuido a que su experiencia, haya sido realmente muy buena.Deseamos, que pronto, vuelva a visitarnos y poder ofrecerle una nueva e inolvidable experiencia entre nosotros.¡Le esperamos!Cordialmente, Hotel Riu Palace KukulkanOnline Reputation Manager
New and well maintained property. Extremely friendly staff, plenty of chairs at the pools, and fun parties at the neighboring Riu Caribe with free shuttle. We had a blast!
I did not like that the resource offered free transportation round trip from the airport and it never send a form for confirmation.
I keep email the hotel and they could not send me a form to confirm my arrival and departure and finished expending $70 dollars in transportation. If the hotel offer a free round trip ride honor it.
The room services is limited and the employees were unprofessional and disrespectful with the guest. The roomservices need to have a better menu for the guest that for a or b reason do not want to dine in the restaurant.
The TV and the phone was not working in my room and I notivied the front-desk and nothing was improve.
I visited the front-desk one evening to have information about computer for the clients to check the personal email and young lady was laughing in front of the guest when I was trying to request information. The front desk and the room services need training to provide good services to the guest.
Delmy
Stayed 5 nights in May 2024
Response from Hotel Riu Palace Kukulkán on 22 May 2024
Dear Delmy,We sincerely regret to learn about this.Much to our regret we must underline that when a reservation has been made with your booking channel, we cannot deal with it directly.It is through your booking channel that we can review what happened and give you an appropriate response.We will address your concerns with the appropriate members of our team for improvement and we would like to apologize for any discomfort. The management will be notified.Sincerely,Hotel Riu Palace KukulkánOnline Reputation Manager
The "manager" how answered the phone at the front desk was unprofessional. During that call, I asked for his first name and he refused to provide it. He stated that it is against company policy. I submitted an email directly to the Riu Kukulkan and the response I received did not address the issue. To top it off when I asked after checking out if employees are permitted the provide names over the phone, she said YES.
The only problem we had our friends could not stay with us do to no more rooms available, they recommend us to get the the hotel next door when they came to visit us they were not allowed
We had a great stay for our anniversary trip. This was our first time to visit Cancun and we made the right choice by selecting this hotel. Our hotel host Nacho was awesome and very friendly and accommodating. The entire staff were friendly and nice.
Pativeth
Stayed 3 nights in Apr 2024
Response from Online Reputation Manager on 22 May 2024
Dear Pativeth,Thank you so much for leaving us your wonderful opinion. Without you, our work would be meaningless.We look forward to seeing you in this, your second home, to offer you an even better stay.See you soon. Yours faithfully,Hotel Riu Palace KukulkanOnline Reputation Manager
Response from Hotel Riu Palace Kukulkán on 17 May 2024
Dear Alejandro,We definitely have the best guests. Thank you very much for your kind feedback, also on behalf of our lovely staff. It is very pleasing to read that you enjoyed your holiday. We hope to see you again, Alejandro! Kindest Greetings, Hotel Riu Palace KukulkánOnline Reputation Manager