We chose Riu because we had a very good experience in Costa Rica with them. Unfortunately, the experience did not match. Upon arrival, we were told the room had two twin beds. We were a family of 4, paid for 4 people. (my 13 year old was charged as an adult even though he would not be drinking any alcohol). Yet the room had enough sleeping space for 2 people. When we brought this up to them, we were told that we pay for the wrist bands and not for the beds. Yet they weren't going to give us another room. How are we supposed to sleep? They brought in another small twin bed which barely fits in the room. But there are still 4 people in the room. The rudeness of the situation was incredible.
There are not enough lounge chairs for the amount of people in the resort. The food was decent, but not like other food we have had in Mexico.
They did provide with plenty of bottled water in the room to brush your teeth and drink. The resort was very clean. Unfortunately, as often as we go to playa del Carmen, we will never stay at this resort again.