Riu Palace Kukulkan Adults Only - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

1215 reviews

• 

  Everything I hoped for and more

  Staff was phenomenal. The hotel was constantly being cleaned. The beach was gorgeous. The pools were very nice. The food was about what you would expect from an all-inclusive, but overall not bad.

  Jan 22, 2025
• 

  Great Resort

  Not a huge resort, which I like. Has everything you need, walkable. Clean. Friendly staff. Modern. In a safe area.

  Jan 22, 2025
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  Room booked not available and put our luggage in dirty room. Staff lacks empathy!

  We arrived and were immediately thrilled with the cleanliness and gorgeous grounds. But our excitement stopped there!! When we checked in we were told the room we booked - partial ocean view king bed - was not available until the next day. However they told us had to have a room that day with two beds in it and could move the next morning. I contacted our TA who also was frustrated and she reached out to resort immediately no finally (frustrated, hungry, and tired) said fine! So we went to the room to find it was two double beds - not even full or queen. We could not even lay in the beds together as a married couple! So back to desk we went to explain this really would not work for us. The staff over and over said “nothing we can do no rooms available”. When we returned to the room - approximately 5 minutes later a worker - no knocking - barges in and asks to refill our fridge. Ummm we just arrived so it’s full and please knock next time! We tried to make the best of it that night and remodeled a little. We moved the center table and shoved the beds together for the evening - like a cruise 😂. The next morning we had a note under our door to confirm our room change. We had to turn keys to current room in by 11am (it was 9 and sunny so headed to the pool) and have our luggage in room packed for them to move it. They told us when turned in keys that new room actually was right next door so easy! We were thrilled. Told us come back at noon to get new room keys. Noon - go to the desk - it’s pouring down rain, buffet not opened, we’ve sat in lobby a bit playing cards chatting and a couple drinks. Find out room not ready so come back at 1! At this point I’m now ticked! Back on phone with our agent. I got up to see if room even started getting cleaned and no evidence on the floor of a housekeeper anywhere! 12:30 - checked again and still no housekeeper around. I go to the desk to let them know we need keys as they now have our room keys, it’s pouring, we don’t have our luggage, no where to go but lobby. They said nothing they can do right now and room should be ready by 2!!! What!!! We go to buffet that just had opened upset and frustrated. They did not have any empathy for situation at all! They did not make any offers of any kind - spa credit, romantic dinner. Nothing!! Just kept saying they could do nothing! While eating lunch our agent just as angry - calls us and thankfully moved us to another resort we’ve used in the past. Back to the desk to get a key so we can get luggage to leave. They did not seem phased that we chose to leave. Tell us our luggage is in our new room - so I questioned if it was ready now. They said no still needs cleaned. So wait they put our luggage in a dirty room!!!! No way was my thought We get up to the room - yes indeed they moved our luggage into the very filthy room. I took pics to send to our agent Sadly came with high hopes after many good reviews but has given me a bad taste for Riu in general and we won’t be back here or possibly any others. We are frequent travelers. As I have dug deeper over the last 24 hours we have found thi seems to be a very common occurrence at this resort. Save yourself the headache!!

  Jan 22, 2025
• 

  Wonderful

  The experience was amazing, with no problem at all. The staff members were very helpful and courteous, the resort was beautiful, and the room was extra beautiful and clean. The food was good at different restaurants. I really enjoyed my short vacation. i almost forgot to mention that the beach was so clean and beautiful.

  Jan 21, 2025
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  Beautiful resort, beach and wonderful staff.

  Beautiful resort, clean white sandy beach, wonderful staff!! I have traveled to Mexico over 25 times, this is one of the best resorts I have found. I don't understand some of the negative reviews.... the food was really good, lots of choices, hot items were hot, cold items were cold. The beach was clean, yes it has some small rocks mixed in, that is to be expected, ( they cannot sift the sand!) There was always shade on the beach and at the 4 pools, they have full time staff to set up chairs and umbrellas at all locations. PLEASE tip these guys, they worked so hard. They have drink service there too. The entire resort was spotless, A/C worked well, the restaurant staff were good, and the food was always good, some items were not great, but with so many choices it was not an issue. The carvery counter was great, and the Italian restaurant was great. The resort and surrounding areas were well patroled and safe. No seaweed issues at all. Yes, the waves are huge, it is the ocean!! They have full time life guards. Go and enjoy this beautiful place.

  Jan 21, 2025