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Hotel Riu Palace Cabo San Lucas
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Reviews (7 108)
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23 - 28 of 7 108 reviews
Reviewed 3 weeks ago

3rd visit to this property. Booked 2 rooms with swim out pool for a party of 5 via Hotels.com (Expedia). Wanted to add a 6th person and was told by Tony at Expedia a price to add, which I confirmed with Ivan at the hotel front desk, who also said he will note it in my rsvp. Decided to only bring 6th person if we can get a 3rd room so called the day before arrival and was told by Diego at front desk that even though central rsvp of RIU did not show availability, they had rooms and can give us 3rd room as a walk-in.

Well surprise, surprise, no one knew anything about these conversations when we checked-in. No 3rd room and the price for the 6th person was twice what we were told. Talked to hotel “management”, Carmen and Jesus, who were unable to do anything. She insist the property is sold-out, when we all know that hotels always have rooms in reserve for emergencies and are never completely sold out. Carmen suggested I may have misunderstood what I was told over the phone. I told her I was born at night, but not last night. She offered a 3rd room on our last night here if we pay more, or I can talk with the GM, Stephanie, tomorrow (Mon).

Let’s see if Stephanie has the foresight to make this right or lose a loyal client to this property and to other RIU properties for an additional $400 more in one time revenues. It’s not the money, it’s about doing the right thing.

Hotels generally reply to these issues after the trip by apologizing and offering “better” treatment on next trip. Well this is live and we will see if management is willing to do something on the spot when they can vs. empty promises for next time. If they make it right, I will revise this review, otherwise I recommend you stay away for this property. Per TripAdvisors I am in the top 1% of reviewers so hopefully this will pay it forward for them a multiple of $400.

Room Tip: Unless they make it right avoid this place.
  • Stayed: March 2018, travelled with family
    • Location
    • Cleanliness
    • Service
7  Thank K T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Palace Cabo San Lucas, responded to this reviewResponded 2 weeks ago

Dear guest,

Thank you for taking the time to give us your feedback and for expressing your concerns.

As a service minded hotel chain, it is disappointing to learn the inconvenience you encountered with your travel agency booking in our hotel which caused your stay to be less enjoyable.

We kindly encourage you to contact your travel agency for a proper follow up.

We sincerely hope that we will one day be able to welcome you back to our hotel and have a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

Hotel Riu Palace Cabo San Lucas
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Best bartender in th place Lorenzo at the pool bar! He went above and beyond everyday! Taught other bartenders to make my drink but he made it the best! Clean resort nice rooms! Had no problem getting in to reataurants! Breakfast buffet was fantastic as well!

Stayed: March 2018, travelled as a couple
2  Thank Swishsplash
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

We just came back several weeks ago from this resort and I cannot say enough good about it. We had stayed there before (Ithink 2016), but they had done an upgrade last year and doubled the size of the resort. This upgrade took the resort up several notches for us!

Stayed: March 2018
6  Thank wanderlust001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

We came with 8 people having never been to Cabo and will never return.

It starts the second you exit your place, there is only one taxi company that offers transportation to the RIU Palace and city center. In Cabo, the taxi company charges per person and no matter the distance a minimum price of 20 USD. The cost for 4 people to be driven 30 miles, 80 USD. Don't even think about negotiating because there is no competition in Cabo. The hotel is 1.5 miles from the city center, but if you want to get there you are either walking the beach or paying 20 USD. Want to go back to the airport, that will be another 20 USD per person.

RIU palace is in cahoots with the local taxi company and after spending thousands of dollars for luxury, they exploit their guests.

The real kicker, if you get into the suburbs of Cabo, you can find cabs that charge a reasonable rate. We asked the front desk to summon one of the taxi's that charged us a fair rate and they refused and told us to walk or take the bus if we didn't like the price.

We will never return to Cabo or the RIU.

Room Tip: Go somewhere else
  • Stayed: March 2018, travelled with family
    • Location
    • Cleanliness
    • Service
4  Thank dxpt1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Palace Cabo San Lucas, responded to this reviewResponded 2 weeks ago

Dear guest,

Many thanks for sharing your experience with us. We appreciate the opportunity to respond.

We hope you will understand that we are not be able to address your concerns since all transportation are provided by external companies and not RIU.

We hope to see you again in RIU so that you can enjoy the quality, service and attention that define our hotels.

With our best wishes we remain,

Hotel Riu Palace Cabo San Lucas
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Spent a week at the Palace with three other couples Mar 22 to mar29. We had a great week. The food was the best we have experienced at all inclusive so far. We have been to quite a few in the carabean and Mexico. The entertainment at the pool was great. Stage performances were okay too. Very good service and drinks were plentiful and of good quality.

Stayed: March 2018, travelled as a couple
4  Thank Max366
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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