Playa del Carmen Castle Hotels

"This is the third time I’ve stayed at a Riu property, and my first time at the Riu Tequila. The hotel is great, and the staff are wonderful; however, I do feel that the rooms are in need of an update. The food and drinks are good, and the hotel is always very lively. Next time, I’d like to stay at the Riu Palace."

"This was our second time staying at this wonderful hotel. We enjoyed our stay very much. The property is well cared for and the rooms are clean. It has a beautiful rooftop garden with a refreshing pool. The staff are friendly and very helpful. When our airport transportation didn’t show up JuanCarlos was very helpful getting us a taxi quickly so we didn’t miss our flight. Looking forward to our stay next year"

"Pepe and Evelyn are amazing! They both made the Italian restaurant a special place. The front desk people that work overnight are not the nicest bunch. However the day staff was amazing. They need better poolside activities because the days are the pool are not as social as they could be. This is NOT a party resort. It’s perfect if you are a couple or social solo traveler who wants to be steps away from 5th avenue. This is by far the best rest to be at when it comes to access to nightlife outside the resort. That’s what makes it unique. Overall good experience. Coming back in June "

"It wasn’t what I expected but it’s ok. "

"The beach needs to be more taken care for, lots of algae and water was dirty Couple doors down from parachute we seen clean white beach - they put billed hills to protect waves and net fence to protect algae to come near beach. Just an idea - that could be done for your hotel as well. Other then that everyone and everything was above expectations especially customer service the best ever. Never had better rooms and more clean. Thank you for everything and will see you all again !!"

"We had a wonderful trip and would comfortably say this is the best all inclusive resort we have stayed at. We travel a lot and pay attention to the “little” things which this hotel excelled at. The cleanliness, level of service, quality and variety of food and drinks are just a few things that stood out. We appreciated the two pools: one quiet and the other with more of a party atmosphere. The entertainment team does a good job at engaging people who want to participate without being pushy. The nighttime shows are wonderful and entertaining. The food at the buffet and à la carte restaurants is really wonderful with lots of options to choose from. We appreciated that the staff were not pushy for reviews or tips which we have found to be the case at other resorts. That suggests to me that all the positive reviews you read here are genuine as opposed to being the result of pushy staff who encourage you to mention them by name. We have seen this first hand at other resorts in Mexico as well as in the DR. It was refreshing to experience this level of service without the expectation of either generous tips or positive reviews. The rooms were clean, large and very comfortable. If you are a beach person, the beach is a little rocky and the seaweed can be a bit of a problem but this is not a reflection of the hotel. We want to highlight Alan, Fonsi and Hector at “La Mejorada”. They were all wonderful, kind, knowledgeable and friendly. Alan is an incredible mixologist who takes gre"

"One of the best vacations I’ve ever been on. The staff is the best ever. The grounds are so clean and well maintained. Our room was kept so clean. The waiters and the bartenders were great. Carlos, Ana, are just a couple of the people that were so helpful. I wish I could remember everyone’s name that helped us because there were so many that were great. "

"yes"

"This is a beautiful resort, but unfortunately the customer service experience was extremely disappointing. Due to one of our travelers being hospitalized, we needed a modification to our reservation booked through Expedia. While staying at the resort, 2 staff members assured us the matter would be resolved, but after multiple follow-ups, emails went unanswered and promised callbacks never happened. Even after providing hospital documentation, neither Expedia nor I received any meaningful response. To make matters worse, staff members later refused to provide their names when contacted by phone, and multiple assurances of follow-up were never honored. Guests spend a significant amount of money to vacation at a resort like this, and in situations involving medical emergencies, customers deserve professionalism, communication, and compassion. The complete lack of accountability and disregard for communication throughout this process was unacceptable. Because of this experience, I would not recommend this resort and will not be returning. I would strongly encourage future patrons to consider how customer issues are handled here, especially in situations involving emergencies or unexpected circumstances."