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From the beginning we started having issues. We had arranged transportation from the airport to the hotel and no one was there to pick us up. The front desk associates were very unprofessional and unapologetic. We went with a group of 20 people (5 rooms booked) and it took us 2 hours to check in because they weren't organized with our information. Some info was noted wrong by the hotel and we had to pay extra, which is fine if it was our fault but there was no apology on there behalf. Three employees were trying to figure it out and worked very slow to give us our keys to the room. It was hot and we weren't offered drinks. I've stayed at many resorts in playa where we were greeted with a warm welcome and something to drink while we wait and they didn't do that here. When we asked for the manager named Eduardo he was hiding in the back and didn't want to speak to us about the issues. His employees seemed scared of him.

The rooms were nice, the service was ok - front desk service terrible but the waiters and waitresses were very nice and helpful in the restaurants and bars. Night life was very fun especially Fridays special event. Food was ok, nothing special. Bar service was fast but we had to get up for our own drinks at all times vs other resorts they go to you and ask what you would like to drink. This hotel is not near the beach, it's not too far but you do need to walk about a mile or so. They only have one shuttle running that holds 7 people at a time. If you have small kiddos like we did it was a bit of an issue.
Overall it was an okay resort. Wouldn't highly recommend it.

Basic Resort at Best - do not recommend if you want good service

This was my 5th time at Playa del Carmen. It's a great place to get away as long as the resort meets expectations. The beginning of the trip didn't start well with the check-in process taking a very long time. Transportation from the airport to the hotel was a classic bait and switch. They promise free transport if you become a member and then don't show up when you land. We had a family of 20 to check in and it took 2 hours. The manager Eduardo was hiding in the back and didn't want to assist his staff. There was booking errors with one of the children turning 13 when we arrived that were not caught and caused delay. The keycards were disabled on us on the second to last day because we extended the stay when we checked in but they didn't extend the keycards along with it. Other than the poor administration and management, everything else was expected. Below are the Pros and Cons.

Pros:
+ Rooms were spacious with closet and Dresser
+ 3 pools to choose from and an additional children's area with slide.
+ Activities and events for all ages 
+ 3 themed restaurants separate from the buffet that make it feel special
+ Good range of drinks to choose from.
+ Staff was incredibly friendly
+ Pools were very clean
+ Common areas are very well kept(we took great photos by one of the buildings)
+ The onsite club was very cool and intimate.
+ The sports bar was a very fun hangout spot with the pool table and foosball.

Cons:
-Rooms have an open floor plan. No doors to the bathroom area. great if you don't mind hearing your kids rip a fart on the toilet. Also great if you want an audience while you shower.
- Tough to get a schedule of the shows/activities planned. They have a monitor at the lobby but a paper schedule would have been nice.
-Food was just okay. nothing I ate was memorable. It was expected.
-Pools closed at 8PM and the pool bar closes even sooner.
- Only Pepsi (I'm a coke drinker lol)
- Beach access is a half mile walk. The golf cart shuttle was very slow and had limited space.
-They don't have poolside drink service. Get out of the water and walk to the bar.

Could of Been a Great Resort

Just come back after 2 weeks at Rui Tequila. On arrival very disappointed in the reception area shabby poor furniture and dirty rugs!Very hot no air con only ceiling fans!Room was basic and needed refurbishment!Pillows smelt musty and worn reported to reception and were replaced but with not much improvement!Food was generally ok in main buffet!Steak restaurant was a joke bowl of salad given then some small chicken rolls!Felt like they wanted us in and out as quick as possible I ordered chicken it was anaemic  luke warm and horrible could not possibly eat it!I'm afraid to say we never went back!Suppose to be 5 star sorry did not live up to that needs some definite improvements needed!Staff work hard especially bar staff as pool bar was always extremely busy!Staff were always pleasant and need a pat on the back!Pool bar was closed 3 times on our stay due to folk being sick too much sun and drink!Sun screens over sunbeds need attention some were broken and not working correctly!We had to contact reception 4 times as things in our room were not working!Unfortunately 2nd week I was really poorly getting covid and it ruined our second week and then my partner went down with it a couple of days later!But it's hardly surprising with all the folk they pack in from the other Ruis on party nights!no wonder the reception needs a refurbishment!I can honestly say no way would I recommend coming here in fact I'm very disappointed!

Average at best!

Will do what they can happily n it was as advertised. They catered well for vegetarian. Staff were very kind and helpful. I would definitely go back again.

Great experience

We booked this for my birthday and our wedding anniversary, the hotel rooms were very spacious very comfortable we had a very well stocked fridge and alcohol drinks optics as well as a coffee machine our room was very well equipped and on my actual birthday I came back in our room to find a very lovely decorated room with balloons and teddy on the bed with a card from the hotel wishing me a happy birthday it was a lovely surprise the food at every restaurant was wonderful we particularly liked the Asian restaurant and steakhouse the choice and quality was exceptional. There was plenty of sun loungers around the pool which there was a choice of many pools with built in sun loungers there was a great guy who came round serving drinks and he was always cheerful and eager to please us in fact all the staff were so polite and helpful they were a credit to the hotel , we visited the spa that was a little expensive but it was a great treat the facial massage was amazing, we would definitely recommend this hotel and would book again in the future although we did go in may and the heat was extremely hot so would recommend to come on a slightly cooler month

Exceptional hotel

The family-friendly Club Riu Tequila is excellently situated just south of the famous holiday resort of Playa del Carmen on the Mayan Riviera, close to the white sandy beach and the turquoise waters of the Caribbean Sea. It features a charming colonial style architecture, a lovely garden and pool landscape and 24-hour all inclusive, making it an ideal place for families with children.

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Riu Tequila