"Bittersweet Experience at Hotel Riu Palace Tropical Bay, Negril
We had a bittersweet experience during our five-day family stay at Hotel Riu Palace Tropical Bay in Negril.
We chose this property largely because of the excellent experience we previously had at Hotel Riu Caribe in Cancun. Our stay in Cancun gave us confidence in the RIU brand, particularly when it came to hospitality, service, and the overall all-inclusive experience. Unfortunately, our experience at Riu Palace Tropical Bay did not meet the same standards.
One of our biggest disappointments was the buffet service. There appears to be a need for better management, supervision, and hospitality training for some of the buffet staff, including chefs and servers.
On two separate occasions during our five-day stay, we found food trays completely empty and not replenished in a timely manner. In an all-inclusive resort, especially during normal meal hours, the buffet should be continuously monitored so that food is prepared for replenishment before a tray becomes completely empty.
What made the situation more disappointing was the lack of communication. When I politely asked staff members whether an empty item was going to be replenished, there were occasions when I did not even receive a proper response or an update. Even if an item takes a few minutes to prepare, simply acknowledging the guest and saying, “Yes, it will be available shortly,” makes a big difference. Guests should not be left standing there wonder"