Riu Ventura

We were very pleased with the room facing the water. Pools were excellent. We enjoyed the activities at the pool, exercises, and games including the Bingo. Enjoyed most of the nightly entertainment at 9pm. Appreciated donut birthday cake by staff. Check in and out great. Appreciated food and drink coupon while we waited in lobby for our transit to the airport.

Great staff, amenities and time. The adult pool upstairs was amazing! Food was prepared well and very diverse.

Everything was great,clean,service was great.. will stay again . Kids had fun,adults had fun . Excellent

I rarely write negative reviews, but the experience we had with the front desk at this resort was unacceptable—especially traveling with three young children. Prior to arrival, I contacted the resort to request an upgrade from a friends and family room to a two-bedroom suite. I was told the cost and advised that upgrades are first come, first served and must be requested upon arrival. When we arrived on Sunday, I followed those instructions. I was told a suite would not be available until Tuesday, which I accepted. I was also told I would receive an email when it became available—this never happened. On Monday, I went back to the front desk to follow up. The clerk spoke with the manager (Janeth, who sits behind the front desk staff) and confirmed the upgrade. I was instructed to have our luggage packed and ready outside our room by 11:00 AM the next day, with a move to the upgraded suite at 3:00 PM. At that time, they charged my credit card approximately $1000 for the upgrade. The next day, we packed up three young kids and all our belongings as instructed and went to the front desk—only to be told by a different clerk that we were “not on the list” for an upgrade. She initially tried to dismiss the situation until I insisted and explained that I had already paid. After speaking again with the same manager (in Spanish, for about 20–25 minutes), they returned and told me there was no room available and to come back the next day. At this point, we had already paid for that night and had completely uprooted our family based on their instructions. When I pointed out that I had been charged, I was actually asked, “How much did you pay?”—which was shocking. Shouldn’t they know this? Only after I told them did they check the system and confirm the charge. I was then told they would refund that night and that I could try again the next day. At that point, I had completely lost confidence. I requested a full refund and chose to stay in our original room rather than continue dealing with the disorganization. I was then told the refund would take 7–14 days and was given a printed document in Spanish with little to no clear information. Not once during this entire experience did anyone apologize or show any empathy. I was treated as though I was the problem. To make matters worse, the charge was processed in pesos, then converted to USD, and then to CAD—so I now have to worry about exchange discrepancies on top of chasing down a refund. At checkout, I was simply given a customer service email and sent on my way. What appears to have happened is a clear internal error—they failed to properly log the upgrade and likely gave the room away—but instead of taking accountability, they deflected and mishandled the situation entirely. This was, without question, the worst customer service I have ever experienced at a resort that claims to pride itself on service. For context, the resort itself is decent: it is small (which we didn’t mind), the food is good but repetitive, and the drinks are great. However, there are only two bathrooms on the entire property (lobby and snack bar), and only one bar services both the beach and all five pools, so it gets very busy. The pool layout is also odd, with the only accessible pool often used for activities like water polo for extended periods. I understand this is a newer resort working through some growing pains—but there is no excuse for this level of disorganization and lack of basic customer care. We will not be returning, and I would strongly caution others before booking—especially if you expect any level of service or support from the front desk.

excellent buffet and restaurants and snack bar and drink bars rooms were lovely, clean and spacious lots of pools and lounge chairs at the pools and beach all the staff were polite and helpful late check out allowed to use all facilities nightly entertainment was good (not excellent) no water slides etc. so not too much for older children to keep busy you could use the sister hotel during the day, but had to get your own transportation noisy air conditioner - we had to turn it completely off night partis were all at the sister hotel