Stay from June 6 to June 11, 2026 – The Worst Vacation of My Life
My wife and I came to celebrate my birthday at RIU Palace Cabo San Lucas for the first time, and from the moment we arrived, it has been a major disappointment. I have received poor treatment since check-in.
I would like to point out that last year I stayed at RIU Kukulkan in Cancun, where I had a wonderful experience. The service was excellent from all staff members, from the front desk to the restaurant and pool personnel. I even upgraded to Elite Club access because of the outstanding experience.
Guest Information
Francisco Gonzalez
RIU Class Classic No. 21427087
We arrived at the hotel around 9:00 a.m., fully aware that our room would not be available until 3:00 p.m.
However, unlike my previous RIU experience, here no one even offered us a glass of water upon arrival, much less a room upgrade. From the moment I made my reservation, I specifically requested and paid extra for an ocean-view room.
I was assigned room 4117, whose view consisted mainly of palm tree tops. That is not an ocean-view room. Please be honest and market such rooms as “partial ocean view” instead.
I called the front desk to express my dissatisfaction and request a room change, but I was left on hold for more than 15 minutes.
In addition, my luggage had not been delivered to my room, despite informing the bellboy of my room number when I received my keys. An hour later, I still had not received my luggage.
I went to the front desk and explained that I did not want that room. I was offered a room change the following day, but only on the condition that I return between 9:00 and 11:00 a.m.; otherwise, they would assume I wished to keep the original room.
On June 7, 2026, I returned to the front desk around 9:30 a.m. and handed over the keys to room 4117. I was told that I would receive an email if another room became available before 3:00 p.m.; otherwise, I would have to wait until then.
Since I was without a room, I spent the day visiting the neighboring RIU Santa Fe and RIU Palace Baja California properties, considering them for a future stay because I was already dissatisfied with the service at RIU Palace Cabo San Lucas.
By 3:15 p.m., I still had not received any email or information about my new room. I went to the front desk to ask why I had not been contacted. The employee on duty responded rudely and asked me which room I had been assigned. I replied that I did not know because I had received no message.
Close to 4:00 p.m., I was finally given the keys to room 3068. I asked where my luggage was, since I had left it with the bell staff for safekeeping. Due to the previous issues with my luggage, I had clearly stated that I preferred to move it myself. However, the front desk agent informed me that my luggage had already been placed in the room.
On the evening of my birthday, after all the frustration caused by the front desk and bell staff, my wife and I prepared to have dinner at the Italian restaurant. I did not make a reservation because the employee who checked me in specifically told me that reservations were not required at any of the restaurants.
At 8:35 p.m., when I requested a table, a gentleman wearing a name tag that read GASTELUM informed me that the restaurant closed at 9:00 p.m. and that he could not serve us. I showed him the time and pointed out that it was only 8:35 p.m., but he simply replied, “I’m sorry, but I cannot serve you.”
How is it possible that after paying for an all-inclusive vacation, I am denied service during operating hours? Naturally, I expressed my frustration regarding the poor service we had experienced.
I have stayed at Hilton Hotels, Paradisus Cancun, and resorts operated by Grupo Piñero, and I have never been treated this poorly.
However, from something bad came something positive. After the unpleasant experience at the Italian restaurant, we went to the Mexican restaurant. A waiter there asked how we were enjoying our stay, and I honestly told him that it had been terrible and that it was my birthday.
Thanks to the staff at that restaurant, I was finally able to relax a little. Despite the very negative experiences earlier in the day, they helped us enjoy our dinner. At the end of the meal, they surprised me with a birthday cake and wished me a happy birthday.
I sincerely thank them, because they reminded me that not all employees at this hotel provide poor service.
I still have a few days remaining in my stay, and I hope I can enjoy them. However, I can honestly say that I will never return to this hotel. As I stated earlier, these have been the worst vacations of my life, and part of the staff at this property has unfortunately contributed to that experience.
I am deeply disappointed with this hotel chain because the level of service I received in Cancun was dramatically different. I will not recommend this hotel to any of my friends or family, and my review will reflect my experience accordingly.
I would like to conclude with a quote from Mexican businessman Alejandro Martí, which I believe applies perfectly to some members of this hotel’s staff:
“Commit yourselves to your work, and if you think the standard is too high, if you think it is impossible to achieve, or if you simply cannot do it, then resign… for the good of this hotel.”
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