Hotel Riu Vallarta 5*

We stayed at Riu Puerto Vallarta from October 9–14, 2026, and unfortunately, our experience was extremely disappointing. This trip was supposed to be very special because I was reuniting with my sister after 18 years apart. Instead, what should have been a beautiful family memory was overshadowed by poor customer service and a complete lack of empathy. Upon arrival, the bellman immediately told us to get out of our vehicle and request a refund because a hurricane was coming and the hotel was shutting down. When we approached the front desk for clarification, the employee's first response was, "Don't you watch the news?" This was incredibly condescending and unnecessary. We had traveled from Orlando with a connecting flight, spent approximately eight hours traveling between airports, and had a toddler with us. Returning home was not a realistic option. I completely understand the need to prepare for a hurricane and prioritize safety, but there is no excuse for treating guests disrespectfully. We had also requested rooms close together in advance because of our family reunion, yet we were placed on opposite sides of the building and told there were no rooms available to accommodate us. Throughout our stay, the restaurants remained closed, leaving the buffet as our only consistent dining option. The food was bland, lacked variety, and was essentially the same for breakfast, lunch, and dinner over five days. For an all-inclusive resort, this was extremely disappointing. We paid for an experience that included dining options, yet had to settle for repetitive meals. The pool closed at 7 p.m., leaving very limited entertainment options. The pool water was extremely warm, and even the pool tables required payment in five-peso coins, which were difficult for international guests to obtain. Considering the limited activities available during the hurricane preparations, this felt unreasonable. What disappointed me most was the attitude of the staff. Many seemed irritated whenever we asked questions, even when we approached them politely. I understand that the hotel had to prepare for potentially severe weather. However, the conditions we experienced were mostly hot and dry, with very little rain. I would have expected management to reassess restrictions as conditions changed, when safe to do so. I want to recognize Andres from the Riu Land team, who was genuinely warm and welcoming. He took the time to ask our names, get to know us, and remember us when he saw us again days later. His kindness made a difference and showed what genuine hospitality looks like. Unfortunately, our checkout experience with Jose was equally disappointing, as he was pushy and rude, with no genuine appreciation for our stay. On our final day, we visited the neighboring Riu property and were treated excellently. The contrast in hospitality was striking and made us question why the service at our hotel had been so consistently poor. I want to emphasize that I do not blame the hotel for preparing for a hurricane. Safety protocols are understandable; disrespect and a lack of empathy are not. Guests deserve clear communication, courtesy, and kindness, especially during stressful circumstances. We spent a considerable amount of money on what was supposed to be an unforgettable family reunion. Instead, we left feeling that our experience and concerns did not matter. I hope management takes this feedback seriously and addresses the customer service issues. Unfortunately, based on our experience, I would hesitate to recommend Riu Puerto Vallarta.Disappointing Experience at Riu Puerto Vallarta – Poor Customer Service

I consider it a good place to relax, but when I went, the bars were very crowded and the line was quite slow; one of the specialty restaurants did not open, even though there are 4, but the other 3 were open, good food, good atmosphere.