Riu Palace Macao - Adults Only - All Inclusive

Our recent stay at this RIU property in Punta Cana was unfortunately one of the most disappointing experiences we've had with the brand, which is especially frustrating given that we are loyal RIU guests who have stayed at their resorts more than 10 times around the world. We paid for Elite Club Oceanfront upgrade, expecting an elevated experience. Upon arrival, we accidentally checked in at the regular desk because the Elite Club chick-in signage was not clear. We were initially given a very small room with 2 double beds which was not what we booked. At the very least we expected a King bed and an oceanfront view, as that is what we paid for. After going back to the front desk and expressing our concerns, the staff did correct the situation and moved us to a swim-out room. While this was appreciated, it still did not include the ocean view we paid for. Housekeeping throughout the week was inconsistent. Dirty dishes were left in the room, and the snack and mini fridge were not restocked until we specifically asked for it to be addressed. The dishes were there our entire stay. Another major issue throughout the resort was the amount of smoking and vaping. Cigarette butts were everywhere - including floating in the pools and scattered around the common areas. For a resort environment, this was extremely unpleasant and poorly managed. Maintenance and cleanliness also seemed to be lacking. One of the busiest public restrooms in the resort only had one working faucet.

This is our second time staying at the resort. The first time we enjoyed it more. We couldn’t get a regular soda anywhere but going to their store to buy it and there was one choice, coke. Some of us can’t drink diet because of allergies to the sweetener. We aren’t much on alcoholic drinks but it was that or water. We were on the front side of the resort and right outside our door all you could smell was sewage. We wanted a king room and got 2 double beds instead. They did do a very nice display in my room, unrequested, for my birthday, which was very nice. Overall we enjoyed our stay but not as much as the first time.

Room was musty smelling and the room fridge was never restocked, even though we well tipped the housekeeper every day. The room was in disrepair: living room TV had no remote and didn’t work. Closet door needed two hands to open and close. Large section of trim in bathroom missing. I will give the dining and most of the pool service staff a great job, they were awesome! Guess tipping people in person makes all the difference.

Rooms were clean, staff were very friendly. We liked the fact that you didn’t reserve your dinners. Front desk staff were amazing at finding my lost luggage

Facility is great (pool, rooms, dining areas, beach, spa, etc) everything is exceptionally clean and comfortable. Staff is very friendly and helpful. Great variety and quality of food and drinks. However, programs and activities are performed by amateurs and are boring.

We did not get two beds like i requested. Only two rooms had 2 beds. The rooms on the 4th floor were hot. They were clean. We lost water one day.

The room was spotless! The staff was absolutely amazing!! Especially those in the restaurants! The resort is very welcoming, with lively and relaxing atmosphere. The food was surprisingly good seeing it’s an all inclusive. I’m already planning my trip back!

This is our third time staying here & we would go back again. The beach is expansive, with lots of palm trees so there's always as much sun or shade as you'd want & lounge chairs are never an issue. The staff are so friendly & accomodating. There is a wonderful variety of delicious food...(I love fish, & there was always a different selection of freshly grilled seafood everyday). Instead of lots of loud music on the beach, you'll relax to the sound of the waves, punctuated by the friendly staff offereng to deliver a cool drink. We love it!

I am writing to formally lodge a serious complaint regarding the discriminatory treatment I experienced at the beach volleyball court on Jan 23rd and the subsequent failure of your management team to address the issue. The Incident: During my stay, I participated in the beach volleyball activities organized by the hotel. One of your staff members (the activity coordinator with dreadlock) repeatedly and unfairly picked on me, criticizing my play in a manner that was not applied to any other guests. It was evident that this was not about the rules of the game, but a targeted and biased attitude toward me. Management’s Failure to Follow Up: What makes this experience even more unacceptable is the lack of accountability from your management team. I reported this specific incident to the management desk on two separate occasions. With the manager named Diamond. Both times, I was promised a formal response and a resolution. However, I have received zero follow-up to date. This neglect is a clear indication that my concerns—and the issue of discrimination—are not being taken seriously by Riu Palace Macao. Being targeted by staff and then ignored by management has significantly distressed me and ruined the vacation I traveled from Ottawa to enjoy.