Reviews of Riu Lupita - All Inclusive 5 stars
Paseo Xaman - Ha Mz20 Lt1, Playacar, 77710 Playa del Carmen, Mexico
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Reviewed: 3 August 2025 · Stayed in August 2025
Verified reviewEverything I will return
Just the stuff in the Mexican restaurant kept us waiting too long to take the order but ok , also recomendé the beef arrachera wa salty or too much condiment that time, all other just great
Dear Carlos, We were pleased to read your kind observations and to know that you valued various aspects of the hotel so positively. Please be assured that we will share your impressions with the corresponding department in order to make adjustments if needed. We hope you visit us again soon so we can offer you a new and unforgettable experience with us. Kind regards, Hotel Riu Lupita Online Reputation Manager
Dear Carlos, We were pleased to read your kind observations and to know that you valued various aspects of the hotel so positively. Please be assured that we will share your impressions with the corresponding department in order to make … Show more
Reviewed: 11 July 2025 · Stayed in July 2025
Verified reviewEverything was perfect
Seaweeds on the beach but I guess nothing could be done about it.
Dear Monika, Thank you very much for staying with us and sharing your positive feedback. It is very gratifying to learn you had a pleasant stay. Warming ocean temperatures and changes in ocean circulation patterns are directly impacting seaweed ecosystems, leading to both seaweed blooms and declines in certain areas. Moreover, seaweed itself can play a role in mitigating climate change by absorbing carbon dioxide, seaweed is necessary for the balance of the ecosystem, which has been shown to be damaged by human activity. Please note the cleaning is done by the local authorities, however, our management allocates staff when occupancy allows in order to help with the cleaning as much as we can. And we would love to have you back, Monika :) Warmest wishes, Hotel Riu Lupita Online Reputation Manager
Dear Monika, Thank you very much for staying with us and sharing your positive feedback. It is very gratifying to learn you had a pleasant stay. Warming ocean temperatures and changes in ocean circulation patterns are directly impacting … Show more
Reviewed: 27 May 2025 · Stayed in May 2025
Verified reviewReviewed: 24 May 2025 · Stayed in May 2025
Verified reviewOne manager out of 6 staff members was extremely nice; the other staff members were extremely rude.
We had a 2 pound dog that fits in your hand and they made us wait for 2 hours in the sweltering heat while they made a decision. Meanwhile, there are marmots all over the property eating out of the garbage cans and begging for food from the guests. I have never seen so many animals on a property, literally using the bathroom everywhere and making a huge mess out of the garbage cans. And they are worried about a 2 pound emotional support animal with all his legal papers? The resort is ancient, extremely old and run down. We initially had a 90 square foot room for a family. After I kindly asked 4 rude staff people, only one young manager helped us with an upgrade. We have stayed at Riu’s all over Mexico for the last 10 years. This is by far, the most run down, disgusting, stinky Riu there is. In reality, the place should be torn down; it’s that decrepit. I can’t understand how the RIU family isn’t deeply embarrassed by the condition of this property; given their other beautiful resorts in Mexico. The absolute worst RIU in Mexico. The place is simply horrendous.
Dear Keith, Thank you for the time you have taken to write us about your experience in our hotel. It is disappointing to hear that you experienced the above-mentioned inconveniences during your stay. Please note, while RIU Hotels typically does not allow ESAs, some hotels may make exceptions based on local laws and regulations. It's crucial to contact the hotel directly to discuss your specific situation and any potential exceptions before traveling. Thank you for your understanding. We sincerely hope that you would still consider visiting one of our Worldwide destinations soon so that we have the chance to give you the stay you were hoping for. With our best wishes we remain, Hotel Riu Lupita Online Reputation Manager
Dear Keith, Thank you for the time you have taken to write us about your experience in our hotel. It is disappointing to hear that you experienced the above-mentioned inconveniences during your stay. Please note, while RIU Hotels typicall… Show more
Reviewed: 23 April 2025 · Stayed in April 2025
Verified reviewThe adult only pool was nice, the room was alright, the food and drinks were ok as well.
The hours should be longer for breakfast and for lunch, or more open restaurants. All the staff was amazing until the very last morning, as we were checking out, I was screamed at over the phone by a front desk employee because the shuttle we had reserved to the airport was waiting. We were told it was a 10 AM pickup, and as we were struggling to get our bags out of the room, we were yelled at and told the pickup was 9:50 and he was going to leave without us. It was a VERY sour ending to a really nice trip.
Dear Janice, Thank you for choosing RIU Hotels & Resorts and submitting a review of your recent stay with us. It's unfortunate to hear you weren't completely satisfied with your recent experience, as we strive to provide all of our guests with a wonderful experience from beginning to end. Please rest assured that we will communicate all of your valuable feedback with our management team for an appropriate follow up. We would be delighted if you would honor us with another opportunity to convince you of our RIU service and quality. Best regards, Hotel Riu Lupita Online Reputation Manager
Dear Janice, Thank you for choosing RIU Hotels & Resorts and submitting a review of your recent stay with us. It's unfortunate to hear you weren't completely satisfied with your recent experience, as we strive to provide all of our guest… Show more
Reviewed: 26 March 2025 · Stayed in March 2025
Verified reviewExcellent service! The staff gave us everything we needed and more. Great facilities too!
Dear Thomas, We count ourselves lucky for our lovely guests. Thank you very much for choosing us! We are so happy to learn you had a nice time and cannot wait to have you back! Kindest wishes, Thomas, Hotel Riu Lupita Online Reputation Manager
Dear Thomas, We count ourselves lucky for our lovely guests. Thank you very much for choosing us! We are so happy to learn you had a nice time and cannot wait to have you back! Kindest wishes, Thomas, Hotel Riu Lupita Online Reputatio… Show more
Reviewed: 25 March 2025 · Stayed in March 2025
Verified reviewPerfect services, excellent food and drinks, very pleasant and helpful RIU Lupita team
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Dear Vaclav , Thank you for choosing RIU Hotels & Resorts for your holiday and for spending the time to share your feedback with us. We are delighted to know that you found everything you were looking for. It would be great to welcome you soon again! Kind regards, Hotel Riu Lupita Online Reputation Manager
Dear Vaclav , Thank you for choosing RIU Hotels & Resorts for your holiday and for spending the time to share your feedback with us. We are delighted to know that you found everything you were looking for. It would be great to welcome … Show more
Reviewed: 24 March 2025 · Stayed in March 2025
Verified reviewLa zona de playa excecional
Reviewed: 20 March 2025 · Stayed in March 2025
Verified reviewReviewed: 10 March 2025 · Stayed in March 2025
Verified reviewI'm definitely coming back!
Dear Julie, Thank you very much for your review. We count ourselves lucky for our beautiful guests and it is ver rewarding to learn they enjoyed their stay. We really look forward to working for you again! Wishing you a fantastic day, Julie! Kindest Greetings, Hotel Riu Lupita Online Reputation Manager
Dear Julie, Thank you very much for your review. We count ourselves lucky for our beautiful guests and it is ver rewarding to learn they enjoyed their stay. We really look forward to working for you again! Wishing you a fantastic day, J… Show more
Reviewed: 5 March 2025 · Stayed in March 2025
Verified reviewThe animals on the property so peaceful
Dear Pierre, It is so nice to read you like these animals too. We are really pleased to learn you enjoyed your stay. Thank you very much! We really look forward to welcoming you again. Loving wishes, Pierre, Hotel Riu Lupita Online Reputation Manager
Dear Pierre, It is so nice to read you like these animals too. We are really pleased to learn you enjoyed your stay. Thank you very much! We really look forward to welcoming you again. Loving wishes, Pierre, Hotel Riu Lupita Online Re… Show more
Reviewed: 28 February 2025 · Stayed in February 2025
Verified reviewI loved the adults only pool , it was peaceful.
The whole place was very depressing, the lobby , if you can call it that was unwelcoming and the whole place had those horrible white light bulbs including the rooms, which made the room feel more like an asylum than an inviting place. The bedroom was ugly, very dated and i wouldn’t recommend anyone to stay there.
Dear shlomit, Thank you very much for choosing us and for sharing your review about your last stay. Providing the highest level of hospitality is our number one priority therefore we sincerely apologize for falling short of meeting your expectations. Please rest assured that we will share all your impressions with our management team for a proper follow up as guest service is our absolute main priority. Thank you again for your feedback and we hope to have another opportunity to welcome you back for an enhanced experience. With our best hopes we remain, Hotel Riu Lupita Online Reputation Manager
Dear shlomit, Thank you very much for choosing us and for sharing your review about your last stay. Providing the highest level of hospitality is our number one priority therefore we sincerely apologize for falling short of meeting your e… Show more
Reviewed: 26 February 2025 · Stayed in February 2025
Verified reviewReviewed: 24 February 2025 · Stayed in December 2024
Verified reviewReviewed: 9 February 2025 · Stayed in February 2025
Verified reviewReviewed: 4 February 2025 · Stayed in February 2025
Verified reviewReviewed: 19 January 2025 · Stayed in January 2025
Verified reviewReviewed: 19 January 2025 · Stayed in January 2025
Verified reviewReviewed: 15 January 2025 · Stayed in January 2025
Verified reviewEverything was very clean and the resort is really nice. It didn’t felt like a big factory but more as nice houses in the nature
Buffet food was ok-ish, better to focus on the restaurants
Reviewed: 22 December 2024 · Stayed in December 2024
Verified reviewThe food was nice, and the overall experience.
The fact that a bus is needed to get to the beach
Reviewed: 16 December 2024 · Stayed in December 2024
Verified reviewReviewed: 14 December 2024 · Stayed in December 2024
Verified reviewReviewed: 11 December 2024 · Stayed in December 2024
Verified reviewThe food was excellent, especially the breakfast. Although I didn't have dinner at the hotel because I often ate out, I did enjoy meals by the beach, and the food there was also top-notch. The chicken soup, in particular, was amazing.
1-The bed was uncomfortable, which significantly affected my stay since comfort is very important to me. 2-The air conditioning wasn't very effective. 3-Aguotis were walking around trying to steal food while we were eating, which was quite bothersome. 4-The towel policy was inconvenient. You could only get one towel per person per day, and if you needed another they will charge you for it. So if you decide to turn it in and go back to the pool later on during the day you are NOT allowed another towel unless you pay for it. 5- The front desk customer service was poor. There were unhelpful and gave me a hard time when I called with questions before my trip. I asked to speak to a manager, instead she hung up on me and said she is the manager.
Dear Olga, Thank you for the time you have taken to write us about your experience in our hotel. We are disappointed to hear that we did not manage to fully live up to your expectations as we place great importance on providing all of our guests with a wonderful experience. You may rest assured that your comments will be forwarded to the corresponding department for an adequate follow-up and future improvement as we sincerely hope that you would still consider visiting one of our Worldwide destinations soon so that we have the chance to give you the stay you were hoping for. With our best wishes we remain, Hotel Riu Lupita Online Reputation Manager
Dear Olga, Thank you for the time you have taken to write us about your experience in our hotel. We are disappointed to hear that we did not manage to fully live up to your expectations as we place great importance on providing all of our… Show more
Reviewed: 29 November 2024 · Stayed in November 2024
Verified reviewThe food
Dear Martha, Thank you for your great review. We are really glad to learn that you enjoyed your experience during your stay at our Hotel Riu Lupita! We would be delighted to welcome you back in a near occasion. Have a lovely day, Hotel Riu Lupita Online Reputation Manager
Dear Martha, Thank you for your great review. We are really glad to learn that you enjoyed your experience during your stay at our Hotel Riu Lupita! We would be delighted to welcome you back in a near occasion. Have a lovely day, Ho… Show more
Reviewed: 27 November 2024 · Stayed in November 2024
Verified reviewMost of the staff were really lovely, and would go out of their way to help. They responded quickly when there was an issue. We met some other travellers that were really great people.
This is not a five star facility! The beds were rock hard and so uncomfortable. My shower was completely broken when I arrived, they sent someone who had to replace the entire shower head. My sink leaked, lights flickered and all the bulbs were bright fluorescent. The screen doors did not work. The resort is not near the water, and there is no easy way to get to the town or the beach other than the shuttle that runs every half hour. Be prepared to spend way way too much money on taxis. Also be prepared to cram in to the shuttle, which only sits about 30 people. I stood for many rides back and forth to the beach, and the last shuttle is at 6.30pm so don't expect to stay for sunset. Also we had some friends staying at other Riu locations nearby, they will not let you on to each other properties! There is nowhere that all Riu clients can go, we had to get day passes to spend time together which was really frustrating.
Dear Emily, Thank you for taking the time to provide us your feedback on your stay at our property. In our pursuit of excellence, it certainly saddens us to learn that you were left disappointed with some aspects of your experience. This is not the level of experience that we seek to provide our guests. Your review will be passed on to the departments in charge. We hope we have the opportunity to welcome you again. Best Regards, Hotel Riu Lupita Online Reputation Manager
Dear Emily, Thank you for taking the time to provide us your feedback on your stay at our property. In our pursuit of excellence, it certainly saddens us to learn that you were left disappointed with some aspects of your experience. This … Show more