Hotel Riu Palace Macao - Adults Only - All Inclusive

During my stay at Riu Palace Macao (Sept 22–29, 2025), I experienced one of the most shocking service incidents I’ve ever encountered at a hotel. While dining at one of the resort’s restaurants, I was served water poured from a wine bottle by two waiters — as if it were wine. When I confronted them, both admitted they had poured it from a bottle left in a sink, and the hotel’s sub-director later confirmed this in writing. This is a serious breach of hygiene and food safety standards. Serving an unknown liquid from an unverified bottle is unacceptable anywhere, especially at a resort that calls itself “5-star.” What made things worse was the management’s complete lack of follow-up. No one from hotel management or Riu’s corporate office ever spoke to me about it during the rest of my stay. I later filed a formal complaint (WRC2XXQN) to Riu headquarters in Mallorca, but their reply was vague — basically saying there’s nothing they can do. Throughout the rest of the trip, my family and I felt anxious and uncomfortable, worried that staff might retaliate or tamper with our food or drinks after I complained. That’s not the kind of fear you should ever feel on vacation. This incident shows how Riu Palace Macao and Riu corporate management do not take guest safety or accountability seriously. For the price and reputation of this resort, the way they handled this was deeply disappointing. If you care about safety, professionalism, and accountability, I strongly suggest choosing another resort. — Cristian V. Room 3057 – Stay: Sept 22–29, 2025 ✅ Where to post it:

I love the private pool attached to our room. I also like that we are elite members that come with many benefits.

I am writing to express my disappointment with our recent stay at your resort. My husband and I chose RIU for our honeymoon, expecting an enjoyable and relaxing experience, but unfortunately, we were very dissatisfied with the service and the quality of the food during our visit. One major issue we encountered was with our room’s television. It stopped working early one morning, so we called the front desk around 9:00 a.m. to have it repaired. We never received a follow-up, so we stopped by the front desk later that afternoon and were told it would be fixed soon. When we returned to our room that evening, nothing had been done. I called the front desk again to ask about the repair, and the staff member hung up on me mid-conversation. My husband then went down to the front desk himself, and we were told to pack all of our belongings so we could be moved to another room. After packing everything, a staff member arrived at our door with a replacement TV instead—one that still didn’t fully work, as half the screen was dark. We ended up unpacking everything again, only to still have a broken TV. The entire situation was handled very unprofessionally and caused unnecessary frustration on what was supposed to be a special trip. To make matters worse, I became extremely ill from the food at the resort and had to visit the emergency room after returning to the United States. This experience was extremely disappointing, especially given that this was our honeymoon. We feel

Great pool, beautiful beach, great food, only downfall was the bugs in the rooms. Had ants in one room so got moved and killed multiple roaches in that room. There was also roach bait set up around the room so it’s a common issue

ok we travel a lot Europe cental Americia Egypt Aruba ect and try to stay at Riu's for their outstanding service. But this place must have missed that memo. Pros The Beach not much to say except PERFECT!!! Best ever The room 4081 suite Picture on the site slightly exaggerated but still a nice room we had a tub and a shower Grounds well kept easy to get around no long walks ect But only one elevator at the end where reception is not a big issue, but be aware if you have a hard time with steps Cons Food averages some things as a traveler and chef, I don't understand, like cooking omelets in a pan using whole eggs and scrambling them. Most/every other Riu, etc., uses liquid cracked eggs and the flat top grill, which is much faster and cleaner. The omelet stations were quite messy, burnt eggs and all. The specialty restaurants were okay, with Steak Being by far the best. We are used to people serving drinks on the beach, and I guess that was the Riu way. However, at this resort, for the first three days, we saw no one, and then when we did, we had to flag him down. When we went to Pepes' snack area, I think I saw why: they were all gathered, leaning against the wall, talking and chatting. I own several restaurants and can tell when employees are hiding; this was obvious. Be careful at the bar too—pool bar, but not in the pool. My wife ordered a Costa Caribe, a popular frozen drink on the menu. She was given a rum and Coke. I said, "Wait, this isn't right," and the green-striped bartender (orange and green denote, I think, seniority). Just sneered and all but threw the drink menu at my wife and walked away. I tell these things not to sound like an ass but to make you aware that service here isn't quite what we have experienced at other Riu's. It almost seemed like we were an imposition, with not many smiles, etc., from the Housekeepers. We would go back, and after walking through the MEGA Bavaro Palace, I would definitely choose this one, much more intimate and adults only, which was nice. And like I said, the grounds layout and beach were all nice. It just seemed like the moving parts lacked initiative or pride in their jobs. Side note: don't expect much from the casino: 2 blackjack tables, 2 roulette tables, and 20 slot machines. Everyone was talking in other reviews about sicbo, but I didn't see any tables for it. Maybe things have changed, also the shops on the side street between Bavaro Riu and Macao are all gone, no shops in the area except a market one.

Had already experienced Riu Palace Plata Carmen & Riu Palace Macau was as good as expected Great clean beaches buffet food had plenty choices and we are difficult eaters .Will be return customer for sure ,and entertainment was fantastic💯

This resort was amazing! Definitely 5 STAR service! The staff is incrediblynice

We went for my 70th birthday they really surprised me. It was very memorable thanks to a wonderful gentleman at the buffet don't know his full name he said call him Dog which was first part of his name. He is an outstanding person he acknowledged us everytime he saw us. Everyone was very helpful and professional. Thank you Riu Palace Macao

From check in to check out it wasnt a good experience, room smelled like mold and mildew. called the front desk 4 times for them to come fix it. First time they sprayed some then left. second time they sprayed something that was so strong like a bleach smell it made me gag. I had to continue to call the front desk because in the living room area separate from the room felt like the heater was on. It was so hot. The whole point of my upgrading the room to get the separate living room area so when my husband is sleep I can still get some work done and that couldn’t happen with it being extra hot in there. After the fourth time calling them coming twice and trying to fix it they moved our room. We moved from the 3rd to the 1st floor. Room smelled okay but the toilet was running and wouldn’t flush. So we called. Mind you this move was at 230AM. they sent maintenance to come fix it and he came and worked about 40 mins advised he would be back. About 45 mins passed and called the front desk back they advised he left for the night. We were so confused bc he said he would be right back. Communication is very poor there too. So their solution was to not use the restroom for 3-4 hours until he returned or we can move rooms back to the 3rd floor. So we moved rooms again around 4AM. It was so exhausting and tiring. I even asked many times to down grade the room so we could be on the first floor and they act like they didn’t have it available. We were so over it at this point. No compensa

Loved the staff and dining options. Need to provide newer towels. My towels were dingy and old.