Overall Ratings & Reviews Hotel Riu Palace Kukulkan - Adults Only - All Inclusive

Beautiful property and the food was great

Disappointing Experience – No Refund for Unused Nights I recently stayed at the RIU Hotel in Cancun and had an incredibly frustrating experience that forced me to leave early—without a refund for the unused nights. I made my reservation through Expedia but paid the hotel directly, not Expedia. Despite that, I was caught in a blame game between both parties, with neither taking responsibility. On May 5th around 4:00 AM, I tried to check out early due to an uncomfortable bed that made sleep impossible. I was told no one from the sales team was available until 9:00 AM. I returned multiple times and was dismissed repeatedly—one staff member even refused to call the manager, saying they’d “just say no.” Only after an argument between staff and an Expedia rep was a manager finally called. The staff claimed they could only reach sales by email—until 12:00 PM, after the check-out window passed, when they suddenly contacted them by phone. I was then told no communication from Expedia had been received. The hotel offered no real solution—only extra blankets for the bed—and refused to provide a new room. Later, they falsely claimed they had made such offers. Expedia support disconnected five times, and I had to start over each time. In the end, RIU refused to refund the unused nights, despite being the one I paid directly. The experience was unprofessional, stressful, and ruined the start of my vacation. I cannot recommend this hotel.

Such an amazing place to stay. Staff super friendly and the atmosphere was fantastic. Food was excellent and definitely do the Elite upgrade we’ll worth it with a separate pool with loungers and sun shades as well an amazing restaurant.

Our stay at this resort was amazing. The grounds were well kept. The staff was friendly and attentive. Cleanliness was a 10/10. There were many good options, but the Elite Club restaurant waa the best. We would definitely return.

First night there we had food in the buffet to which there was a live work in the salad I took a video of the worm moving around.. the manager came out said I’ll take care of you put us in the steakhouse said any request you have we will serve you.. to which we then sat for 2 hours and watched people get their food before us that had been seated 30 to 40 minutes after us.. after all the issues they kept telling us they would see what they can do. They informed us they would do nothing to compensate. Offered us nothing but a single rose for Mother’s Day the day after when everyone had already received them the day off.

Very good

Very nice

This resort was very clean and the service was great!

Entertainment was excellent!!! Staff awesome!!!! Recommendation" improve quality of alcohol drinks and options in menu for restaurants. Gym: so small!!!! lack of machines.

I have no complaints. From checking in to leaving everything was a breeze. Surprisingly quiet considering it was a busy weekend and I was on a lower floor close to the street. Never left the hotel so cant comment on what's nearby. The room was super clean and spacious, the ocean view amazing. Great for solo travelers and couples as well. Spa services are pricy but worth it. And so much food. I will definitely be returning. Staff was always friendly and helpful.

The perfect resort. Great food options. Activities so there’s always something to do. Staff are the best.

We really enjoyed our stay. The staff is second to one. Housekeeping didn’t a wonderful job and Cocom kept the drink flowing by the pool. Not as big as some other resorts, but new facilities and good food options.

Came for my birthday and had a blast, RIU does a great job of keeping guest entertained. Only complaint is that my sheets had faint stains on them on 2 separate occasions. The food could’ve been a hotter temperature or change out the pans more frequently. I’ll be back.

Long check in is my only complaint.

Great property

It was great!

The staff

It’s a really nice hotel everyone was nice and extremely helpful. Totally worth it and would recommend 10/10 can’t wait to come back!!

Very nice property food and drinks were good nice views as well

Great rooms, very good staff. It met my expectations from what I wanted.