Riu Yucatan - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

8953 reviews

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  RIU Yucatan stay February 2025

  Our stay was amazing. We had a blast and service was always really great and attentive. The place was always clean and we appreciated the friendly faces of the staff that we were met with everyday!

  Feb 21, 2025
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  Another excellent stay.

  Another amazing holiday at riu Yucatan. Staff are what encourage us back year after year. We've been now about 7 times and ar hoping to return sine time this year. Food and drink can't complain about enough to suit even the fussy eater. Beach was amazing when we were there. Got to see 2 sunrise and they were already on beach working hard to get it ready for the day. Never had long to wait on a drink at the bars. Can't wait to go back again. Love this place

  Feb 21, 2025
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  RIU Yucatan & Sunwing Vacations: Together no Communication or Customer Concern

  Riu Yucatan & “Sunwing Vacations” Note to RIU: as both a loyal and RIU Class member, please DO NOT just reply with your standard “sorry to hear” sediments. I have read those generic replies. Instead, please use this as an opportunity to train your front desk staff, get more involved with vendors, and stop passing the buck to the providers in your hotel. After spending more than a full night in the Riu Yucatan lobby, it is hard to write a positive review about the initial 6 days without also sharing the horrible way we were ignored and forgotten on our final day by Sunwing, Nexus (transport to airport), and even the front desk at Riu Yucatan. My wife and I ended up sleeping in the lobby with 2 grandchildren on our final night, also her 66th birthday. We waited until the next morning at 9am when the Nexus (Sunwing) rep arrived. It seems we never had a dedicated Sunwing rep at this hotel, and relied on the “Sunwing App” until that was ended when our flight was originally supposed to be. The front desk staff were indifferent and unhelpful and referred us to the Sunwing or Nexus rep. Tracking down our Nexus rep when our transport from the hotel to the airport did not arrive as originally scheduled for 6pm, and again 10pm after the 2nd flight delay. The onsite Nexus (Sunwing) reps depart the hotel usually by 3pm. The onsite rep should have been our 1st point of contact when the shuttle/transport never showed up, or at least the Sunwing App? We could not reach anyone after the 1st shuttle delay at 6pm on Feb 17th, then we received our last notification on the Sunwing App that our flight had been delayed, and in turn our shuttle would now be 10pm. Shortly after 10pm Feb 17th when our next transfer/shuttle should have arrived, our Sunwing App changed to “Past Trip” and with that lost the on-site ability to chat or get updates. At this point the hotel had also checked us out so no WI-FI but we did keep trying to reach Sunwing by phone, email, text, but no answer or replies. (Ironically, the Sunwing app thinking we had completed our journey, did pop up a link to provide a review). After sleeping in the lobby all night, at 9am Tues 18th my wife located the Nexus (Sunwing?) rep who was surprised we didn’t get another room or hotel transfer, but instead of ensuring us the situation was now under control, Carlos Quintero was dismissive and annoyed that continuing to rely on the Nexus app or even his Whats App was worrying. We hadn’t had a reply all night while waiting in the lobby, but he was insistent that we would later that day. Carlos also assumed next that the 8pm shuttle coming for Sunwing customers destined for Montreal, would also include us since we are all going to Cancun airport. At 12pm my wife went back to see Carlos again, as he had suggested, for an update. Once again he was dismissive but reminded my wife to check Whats App. Fast forward to 8pm on the 18th and no shuttle AGAIN. Tried to reach the rep Carlos by Whats App (could see he read msgs), but no replies, calls, or texts. The hotel front desk staff apparently don’t have any contacts for Sunwing or Nexus as well? Finally, after getting an email response from our original travel agent at SellOff Vacations to confirm the flight and take a taxi, we left the hotel at 9pm to ensure we were on time for our 1:30am flight. Upon arrival at the airport we discovered WG 512 was now delayed (for the 9th time) until 3am, but at least we were finally at the airport, and not an hour away in a hotel lobby! DARK Communication: The whole issue here wasn’t the delays, recent snow in Toronto, or the horrible United crash at Pearson the same week. It’s about not informing customers, nothing at all. Spending the night in the lobby was bad enough, but also not wanting to leave that lobby in case a bus or an agent appears, was worse. Imagine stuck in a lobby with 2 kids who know the pools and beach are still nearby. Back to the HOTEL - RIU YUCATAN Positives: - Great food and variety. So much so that buffets were fine all week, unless you really wanted a more subtle experience. - Beach was clean and lots of room. Grandkids had fun in the waves and not too deep within the buoys. - Rooms and facilities were clean and despite some other comments about the building showing its age, the hotel was well maintained and in good repair, pools included. Negatives: - Constantly running out of beach towels. Just need more ready for the 9am-10am rush (after breakfast) - Front Desk needs more management presence or a customer service liaison after 5pm. This group comes across unhelpful to people who have a problem and dismiss customers. At least help contact the vendor or provider for us, or gave us another way to connect. (Understand our issue was with Sunwing flight delay and Nexus transfer, but at least show a little empathy to grandparents and children who were polite with you!) - WI-FI: for guests who are stuck overnight in your lobby, it would be nice to have continued access to wi-fi to help us find a solution online. Once you are checked out you are cut off. Also not a nice way to treat a RIU Class member? Note to RIU: as both a loyal and RIU Class member, please DO NOT just reply with your standard “sorry to hear” sediments. I have read those generic replies. Instead, please use this as an opportunity to train your front desk staff, get more involved with vendors, and stop passing the buck to the providers in your hotel.

  Feb 20, 2025
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  Enjoyable Trip with good service

  The facilities are nice enough, like many have said there are some things that could perhaps be updated, but none of that impeded the quality of vacation. When we arrived there was some running back and forth to the front desk and we ended up moving into three different rooms. While this was quite annoying in the moment, the front desk and staff were very accommodating and understanding. The food options at the buffet are quite nice, some labeling for allergies is not the most accurate, so you'll have to be aware of that if you have dietary restrictions. Overall it was a fun and relaxing stay with a variety of activities as well as some nice quiet down time.

  Feb 20, 2025
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  Loved our stay, but..

  Everything was great - the food was delicious, and the service and staff were awesome. Our only complain was that housekeeping entered and cleaned our room even though we left the red "Do Not Disturb" sign hung on our door handle. Our personal belongings were left out and our safe was unlocked, but we didn't think twice because we didn't want our room cleaned that day, hence the sign on the door knob(!!), and yet housekeeping entered and cleaned it anyway. Same thing on our last day - we were still packing, getting ready for check out and housekeeping came, they knocked the door twice quickly and before we could even answer, they entered (even with the red Do Not Disturb sign STILL hung on the door). We were not very impressed with that. Otherwise though, despite all that, we had a wonderful stay.

  Feb 20, 2025