4/10 Poor
John
Travelled with family
10 Dec 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
“Riu Palace Kukulkan is a beautiful property with excellent staff except for one alarming exception: the hotel manager. Her behavior was shockingly unprofessional and completely unacceptable for someone in a leadership position at a luxury resort.
What should have been a minor, private, and easily manageable situation turned into an ordeal due entirely to her lack of professionalism, discretion, and basic respect. Instead of handling the matter calmly and confidentially, she chose to escalate it publicly, treating us with a level of rudeness, hostility, and cultural insensitivity that no guest should ever face. Her attitude came across as discriminatory and targeted, something I never expected to encounter in a resort of this category.
Her conduct didn’t stop there. She repeatedly harassed us by phone early in the morning, pressuring us to leave the room hours before our Elite Club check-out time. Even though our package clearly states a 1:00 pm checkout, she began calling around 10:00 am demanding that we vacate immediately. This was not only disrespectful but a direct violation of the hotel’s own policies. It felt like an abuse of authority, bordering on intimidation.
The rest of the staff were outstanding, proving that the issue is not the hotel itself, but specifically the manager who currently leads it. Her behavior is a serious liability to the reputation of the Riu brand. No luxury hotel should tolerate a manager who mistreats guests and mishandles situations.
John
Stayed 4 nights in Dec 2025