Riu Cancun

We arrived to the hotel at about 8 in the evening after traveling all day! We got to the room and were disgraced by it! Stains on the bed sheets and the ceiling falling apart!!!( Pictures to follow) when we weren’t down to change the room they didn’t even apologize! We’re extremely room about the whole thing! Barely looked us in the eye! The food is horrible also and we spent most of our time eating outside our hotel in different restaurants! The speciality restaurants closed on certain nights which meant you’d have to go to the buffet! Which was just all laying there with no taste at all! The staff were rude! The pool was dirty and I felt as if I couldn’t get in because of the dirt! Which was visible!! At the end of our first week as we were walking to dinner we saw two syringes used for drug use just laying out in the open!! Anybody could’ve picked them up!! We were horrified!! The ‘late food’ was burger and hot dogs in the fridge you had to heat up in the microwave! We didn’t feel like the rooms were clean! We had to wipe our feet before putting shoes on in our ‘clean’ room! We ended up having to have showers in our flip flops!! I would NEVER return the hotel if it was the last one on earth!!

Rated as a 5 star hotel by Sunwing Wrong. So Wrong. Very bad customer service on site by Sunwing or Riu. They would not accomodate our request of change of hotel (either full capacity even tho they were not on the weekend we arrived and we were told to wait for the next business day for the change or at a not reasonable cost) 24 hour food is basically a fridge with cold hamburger and hot dogs that you heat in a microwave No basic coffee machine in room No room service Shower water flow is very poor Sound isolation in the room in awful Decor of rooms is dated Great beach that's about what is the only thing that is good about this resort Towels are not soft No hair conditionner in the room. The king bed is basically two twins together and not comfortable for a week stay They basically don't care about their customers Crowded Would be great if this was my first beach vacation experience at 21 years old and I didn't know better... Was there from Feb 9th to Feb 17 2019 Never Sunwing again and never Riu Resorts again.

Firstly this is not a 4 star hotel. Considering the price charged by Tui for this holiday which amounted to just over £3,000 for two adults and a child for 7 days; this is not good value for money. In a 4 star hotel you get toiletries, bathrobes and slippers. This hotel provides one shampoo/shower gel attached to the wall much like a swimming pool - not very classy at all. If you like to drink a lot there are optics of whisky rum etc above fridge much like a pub; which I am sure will appeal to some guests. Sadly this sets the tone of the room. Humidity is high in Cancun so air conditioning is a must, but if you open balcony door this creates condensation so you have to remember to keep doors shut. On the other hand the staff are absolutely wonderful, really helpful and kind. (And certainly deserve a better living wage.) They are a credit to the hotel group. This is a large hotel which attracts a variety of guests. There are two swimming pools. If you want a quiet family oriented place I suggest the pool to the right of reception also the beach is quieter. The main pool has a bar, is near the restaurants and is oriented towards people who like loud music and pool games. In the restaurants there is a large selection of food which is fresh and well presented. What is wonderful is the variety of fresh fruit each morning also fresh omelette made up with personalised ingredients. There are also individual restaurants for dinner. The hotel is also geared up to deal with dietary requirements and were extremely helpful with my grandson’s nut allergy. Finally, this is a very large hotel and as I said before caters for a large variety of guests, if you want a less lively and more personalised experience I suggest a smaller more boutique hotel.