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I Loved This Place So Much!! I Cannot Wait To Come Back! Everyone Was SO Nice And Attentive/Helpful. It Was Magical!

After extensive research, my wife and I chose Riu Palace Macao and upgraded to Elite Club, expecting a high-end experience. Sadly, it failed on every front. Despite providing our arrival time, our room wasn't ready, leaving us waiting an hour. Worse, the receptionist insisted we hadn't paid for our booked swim-up suite, turning check-in into a tense, exhausting ordeal. None of our Elite Club perks—like welcome champagne or resort credits—were ever provided. The room itself was unacceptable: Cleanliness & Maintenance: Poor hallway lighting, jumping spiders, and partially eaten food left inside the freezer by previous guests. Pool & AC: The private swim-up pool was visibly dirty upon arrival. Furthermore, the air conditioning barely cooled the room. When engineering couldn't fix it, staff told us we had to vacate and wait four hours for a room swap. Dining was equally subpar. My wife’s filet mignon/lobster and my lamb chops were completely bland and lacked any quality. Between the broken amenities, cleanliness failures, administrative friction, and poor service recovery, the stay was untenable. Fortunately, Hotels.com customer service stepped in and successfully relocated us off this property. For anyone considering the Elite Club here, look elsewhere. The name does not hold its weight.

Swim-up bar, clean room, clean pool area, and great staffs