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Reviewed 4 April 2018

This property is billed as a 5-star by Sunwing Vacations, but it is far from excellence. We found the front desk staff to be generally unfriendly and unhelpful (admittedly, there were exceptions throughout the week). The manager wouldn't come out to discuss issues so the desk staff shuffled back and forth relaying (negative) messages. We ended up paying to move to a partial ocean view from a 4th floor room that had a non-working fan and abysmally overlooked the parking lot and neighbor property.
You can tell a lot about a property by the beach chairs - at the Riu, they are soiled and uncomfortable. Umbrellas are only available by paying a third party, and towels are managed through a card system. One each. Ours were taken from our chairs and we had to go through a rigmarole to recoup. We never sat near the pool, as chairs were typically claimed from the early morning, and by late afternoon it became apparent swim-up bar patrons were disinclined to make the long trek to the one restroom in the vicinity.
I will echo other reviews about the tidiness of the resort. Cleaning staff were visibly efficient. The rest of the staff were unremarkable, with the exception of the beach servers, who hustled all day long regardless of whether they were tipped.
The fitness facility is woefully inadequate for a property of this size. The equipment is in disrepair and the free weights were lacking. To add insult to injury, our two kids, both competitive athletes, were supposed to be training over the spring break, but were denied access to gym because they were under 18 - even with a parent. We would not have booked this property had we known. And again, we couldn't get face time with a manager to discuss.
Overall, these accommodations are not very accommodating

Stayed: March 2018
6  Thank LMPC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Palace Pacifico, responded to this reviewResponded 9 April 2018

Dear guest,

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

We are committed to provide excellent quality of our products and services to our guests and for this reason we were surprised to read your comments about the service.

At RIU we take pride in our customer service as this is one of the key values of our company and staff is constantly trained to maintain optimal standards. For this reason, we are very sorry to learn that you have left our hotel thinking otherwise and we will send your feedback to our management team in case these guidelines have not been adequately fulfilled at some point since for us every remark is helpful for ongoing and future staff training.

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 Pacifico
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 April 2018

We visited this hotel for a three week stay in March, just as the Beast from the East was sweeping across the UK. It was our first visit to Mexico and we are so pleased that we chose this Hotel. Much has been written about the facilities and the food, drink and entertainment on offer. We found everything most satisfactory and enjoyed every moment of our stay.

The hotel is without doubt the cleanest I have ever visited and our room was most spacious and well furnished. Lots of wardrobe space and drawers and very comfortable. Only small criticism was the poor quality of the pillows and the linen has seen better days.

The beach is wonderful and we never tired of walking along it every morning after breakfast. We visited the nearby town of Bucerias on foot twice. Nice little town with a market and places to stop for a drink. The first time we went with the TUI rep Lou who was most helpful during our stay and answered our many questions! Thanks Lou!

Would sincerely like to thank our server at breakfast, Sergio. He remembered our two teas without being asked and we appreciated his attention to us. In the evenings we were served by Dalila who is a credit to the hotel. We had excellent service delivered so graciously and with a wonderful smile. Thank you Dalila! Finally a huge thank you to Flor who serves at the pool. Flor you made the very best Pina Colada, thank you.

The entertainment was varied and we particularly enjoyed the Michael Jackson tribute and the Mexican night. We also enjoyed the band called Latin Power.

Altogether a fabulous hotel for our first visit to Mexico which left us wanting more!

Stayed: March 2018, travelled as a couple
9  Thank sunkissedbabe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2018 via mobile

Me and a good friend decided to go to the Riu Palace Pacifico as the Puerto Vallarta area seemed us ideal for a chill break and we were right!

After visits to other more cultural areas of Mexico, we just wanted excellent weather (the climate is fantastic: hot, but not too hot and especially not as moist as other parts of Mexico)

If you’re looking for cultural visits: not the best area, but for relaxing it’s great.

Now back to the Riu:

Good points:

Nice rooms,
Good bed,
Good quality food all-in-all,
Most of the staff is really friendly,
Nice pool and beach area,
We booked a deal, so price-quality was good in our case,
Well kept grounds.

Points to work on (espacially for a Palace):

Specialty restaurants: a good choice, but no reservations possible. System with buzzers, not always practical and it annoys the guests in general.

Krystal Fusion restaurant: our favorite: fine food, nice setting.

Japanese restaurant: okay. We advise Riu to make the menu more “basic”, because lots of guests just stepped out after one course... shame of the food and the fact other guests couldn’t get in.(not classy)

Steakhouse: basic food, allright.

Guacamole: the mexican style restaurant. Nice and a good choice.

Buffet restaurant: good for lunch, only ate there once for dinner. Good choice, sometimes excellent, sometimes bland. But good quality in general.
For lunch the best choice, as in the steakhouse they offer a limited choice of food during lunch.

Staff: some are really unfriendly and only do their thing if you tip them all the time. We gave tips, but not all of the time as you’re in an all-in, you don’t always carry around lots of cash (or stuff in general )

Location: a real relax-location. 20/25 min from the airport, 35-45 min to Puerto Vallarta (depending on traffic). Taxi’s are cheap and easy to get. PV is nice to visit for a day.

No bathrobes in the room?! Only for the master suites. It’s a shame, it’s a small thing, but we love going to the spa and/or just lying around in our bathrobe, shame they didn’t borrow us one during our stay.

Minibar: stocking up must be done every day, but wasn’t the case in our room. We had to ask a few times. No worries, but if they say they offer this service, just do it, so your client doesn’t feel “forgotten”, as it is a great service!

Spa: no Riu ownership: prices are way too high. We love massages, but at those prices, we felt it was over the top. Luckily they offer massages at the beachside in promotion, so we booked four double massages. Good masseuses!

The hallways are really noisy and our room was close to the elevator, ice machine and the huge hallway, so we got a lot of noise. Not always a problem, but hope they’ll think about making rooms more soundproof in the future developments and/or refurbishments.

Riu always offer a good quality for a chain. We felt for the Palace range, this was 7,5/10 (max 8), so all in all a nice experience, but can be finetuned so the experience of the guests can be even higher and they will be more likely to visit more Riu’s worldwide.

Have fun when you stay here!

Stayed: March 2018, travelled with friends
3  Thank Traveltheworld1981
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2018

Walking into the lobby of the Riu Palace was like walking into a Venetian Palace. Very beautiful lobby and courtyard. This was my first time to Puerto Vallarta and staying with a Riu property. Rooms were nice, staff was friendly. My family loves the beach so spent most of our time down there. We needed shade for some of our family and rented an umbrella for 200 pesos per day. The food was great and drinks plentiful. What we didn't know until the last day was that our wrisit bands gave us privileges to the two other Riu resort within an easy walk from us. It had a very laid back feel. The young fun makers ( day entertainment staff) were not engaging. They didn't come and try to get us to play games or do activities. (But maybe if I wanted that kind of day entertainment I could have gone to the other Riu, just up the beach had we know we had privileges.) . There was parasailing available right on our beach , along with horseback riding. Just a short walk down the beach was $25 massages. Overall it was a great vacation and I would come back again.

Room Tip: All rooms have balconies get one that faces EASt. Great sunrise, ocean view faces and empty lot. ( Filled with coati mundi's.)
  • Stayed: March 2018, travelled with family
    • Location
    • Sleep Quality
    • Service
4  Thank Gardengirl33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2018

Our 5th visit..... This should show we love this Hotel.
Staff and management are all excellent. Rooms are clean and tidy and the food is fantastic.Be prepared to put on weight as temptation is all around from the cocktails and drinks to the display of food available.
Warm welcome from reception on arrival, service excellent from staff and this continues until departure.
Will be returning again next year.

Room Tip: High floor gives full view of sea
  • Stayed: March 2018, travelled as a couple
    • Value
    • Rooms
    • Service
3  Thank Jean C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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