Riu Palace Aquarelle

Customer ratings & reviews

TripAdvisor Traveler Rating

1447 reviews

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  Fantastic holiday

  We have just got back from this fantastic holiday. The hotel is one of the best we’ve been to. It’s big, but spaced out. We had an ocean view room (1073). Right above the beach. Fantastic view, we could sit on the balcony and watch the Rays below in the sea. The buffet restaurant was typical Riu. Catering for all tastes. The A La Carte restaurants all served up fantastic dishes. The steakhouse did tasty filet and ribeye steaks. The Asian was very tasty. But my favourite was the Krystal restaurant and the beef short rib was to die for. I just kept going back there and having the beef. All the pools and pool,areas were kept clean and tidy. There was plenty of lifeguards on duty all the time and the bars had multiple bar staff so never had to wait long for drink. We were mainly in the swimup pool Kingston. Shout out to Tricia who ran the bar. Fantastic lady , my favourite bar staff Andre and Antonell . They were a great laugh and always kept the drinks flowing. The entertainment staff were great, some great activities around the pools, and the evening entertainment was varied and always good. If you want a Fun filled or relaxing holiday then choose this hotel.

  Oct 13, 2025
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  Amazing, amazing amazing

  This place is absolutely amazing. If you read any bad reviews ignore them. I do t know where to start. Food amazing. The Buffett there was so much choice and plenty of it. The quality was exceptional. You can indulge or eat as healthy as you want. The hotel has speciality restaurants I enjoyed the Italian and the Indian food exceptional. The staff in all these restaurants were always so attentive. They always sing happy birthday to guests. Which can get amusing when you hear the song 6 times a day. Alcohol in all the bars all premium with kind happy servers! Coffee shop does lovely cakes and rolls. Entertainment team brilliant! You are a credit to your jobs. You could do as much or as little as you want! We didn’t have children with us but the children’s team were absolutely fantastic. They were so good with the kiddies and adults. Once a week they have a managers award for the guests where our names went in a raffle and we got prizes free 4 lovely pools . They were separated into adults children and sports We had a lovely room 1084 cleaned beautifully. Lovely views premium alcohol in optic in the room. Staff to include. Children’s team. Lady with red braided hair fire star? Zeze. Waitresses tikka, Kimberley, lifeguards, Leo, Alex, Remember if you look for faults you will find them! Things happened on occasion but the swift actions of hotel remedied them. This is normal I was extremely sad to leave I have been recommending this place to everyone! Well done aquarelle. You were amazing

  Oct 12, 2025
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  Best hotel I have ever stayed in.

  This is the best hotel I have ever stayed in. The staff were all so polite and helpful. Someone there at all times to serve you what you needed. The food. Was absolutely delicious in the main Buffett restaurant. Ackee salt fish, festivals, curry goat.. all that to would hope for on a holiday to Jamaica. The steak restaurant was delicious. You could chill on the beach or party by the pool if depending on how you felt. The room was great . All the taxi drivers were excellent and they will stay with you if you want to go on an excursion out of the hotel. We went out and explored Falmouth by ourself and the drivers waited and had a great time seeing the Real Jamaica. What a truly wonderful holiday. Can’t rate it enough

  Oct 11, 2025
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  Reasonable resort needs work in a fews areas

  While we generally enjoyed the location and amenities, this hotel, despite being open for just over a year, failed to meet the standards of a luxury resort, particularly in service and physical condition. The most significant issue, however, was the distressing and insensitive enforcement of the smoking/vaping policy which completely marred the end of our trip. ​Hotel Condition and Furnishings (Subpar for "Luxury") ​The hotel's physical condition was surprisingly worn for such a new property. There was noticeable wear and tear, suggesting that lower-cost, possibly flat-pack furnishings were used in the rooms. While not a complete deal-breaker, this lack of quality is concerning for a supposed luxury establishment and brings its long-term upkeep into question. ​Service Standards (Lacking Customer Focus) ​In general, the staff appeared indifferent and often lacked enthusiasm, especially when compared to the excellent service we've experienced at other properties like Riu Negril. ​A specific incident highlighted this lack of customer care: my mother's blouse was badly stained by splattering clarified butter during a meal. The server's response was completely inadequate, simply stating, "I'll get you another butter," with no apology or concern for the damaged clothing. ​When we escalated the stained blouse to Reception, they eventually offered a cleaning service. However, the item was returned three days later with the stains still present. ​Inconsistent Policy Enforcement & Distressful Incident ​The most significant issue affecting our stay and our decision not to return was the inconsistent and utterly insensitive enforcement of the smoking and vaping policy. ​My mother, a wheelchair user, vapes using a minimal-vapour device. She was repeatedly directed to a designated smoking area that was unpleasant (strong odours of cigarette smoke and cannabis) and physically inaccessible due to inadequate curb cuts, despite our TUI representatives advising her the low-vapour device was not an issue. ​The situation culminated in the final 15 minutes of our stay. While my mother was quietly vaping outdoors on a sparsely occupied sofa, Security Guard Andrew confronted her. Crucially, a male guest with a high-vapour device was left unchallenged at the opposite end of the lobby entrance. ​When we pointed out the accessibility barriers (inadequate curb drop, no curb cut) to the designated area, the instruction was upheld. As my mother struggled, Guard Andrew attempted to assist by forcefully grabbing the wheelchair, causing my 73-year-old mother to nearly lose her balance. I had to immediately intervene to ensure her safety. ​To compound the distress, after our TUI representative arrived, Guard Andrew was observed laughing at my mother's predicament. This behaviour was entirely unacceptable. The whole incident left my mother deeply distressed, feeling that her disability led to her being treated as a "second-class citizen." ​Conclusion ​We are extremely unlikely to return. While we know the Riu brand is capable of superior experiences, the deficits in service, the disappointing property finish, and, most importantly, the distressing, poorly handled security incident have unfortunately cast a significant negative shadow over our holiday. Potential guests should be aware of these issues.

  Oct 10, 2025
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  Poorly Managed

  We’ve stayed at many RIU Resorts around the world—this is our 15th stay or more—but this location is by far the worst managed. We arrived in October 2025, expecting the same great experience as before, but were very disappointed. Upon arrival, we were given a room with two single beds even though we booked as a couple. The staff member who checked us in had an unhelpful attitude and seemed ready to argue rather than explain. She took the payment first and only afterward told us what we were getting, claiming the resort was fully booked. Later, another staff member contradicted that, saying it wasn’t the case. Even small things were disappointing—at the bar, when we asked for lime, lemon, or salt for a tequila, they simply said they didn’t have any. Overall, this has been the worst RIU experience we’ve ever had. We normally don’t write reviews, but we felt we had to warn others: think twice before you book. We’re still at the resort as we write this, and we truly regret choosing this location. Read less

  Oct 08, 2025