Company now has seven properties on the island

Those staying at RIU Hotels & Resorts’ Riu Palace Aquarelle can expect to hear reggae rather than merengue on resort grounds.

The property opened in Falmouth, Jamaica, in May, becoming the seventh property in Jamaica for a company that is primarily represented in Latin countries such as Mexico, Costa Rica and the Dominican Republic in this hemisphere.

“After 23 years operating in Jamaica, RIU has built seven hotels and by the end of the year, all the establishments will either be new or will have already been refurbished, contributing to the quality and freshness of the product,” says Paola Garcia, the hotel director of the Riu Palace Aquarelle. “With the opening of the Riu Palace Aquarelle, RIU has now 4.274 rooms and more than 3,700 employees in the Caribbean country, distributed between seven hotels in four destinations: Montego Bay, Negril, Falmouth and Ocho Rios.

After three months of operation, she says the overall guest feedback has been very positive. 

“The customer service is being highlighted by our guests, as well as the food, the entertainment and the hotel itself,” she notes. “Travel agents have also been able to experience the new services the Riu Palace Aquarelle has to offer.”

However, Garcia notes the hotel has also encountered what she labels challenging situations, such as Hurricane Beryl, which hit coastal Jamaica recently. No hotel guests or staff were hurt by the hurricane but the hotel had to among other things prepare for its landfall.

RIU’s growing Jamaica presence results from company CEO Luis Riu visiting Jamaica in the 1990s to learn more about the all-inclusive concept, with Jamaica having been a pioneer in that type of accommodation.

“He immediately fell in love with the country, especially Negril, where the Riu Tropical Bay opened its door in 2001,” Garcia continues. “Since then, it has been a success. Jamaica used to be a destination mainly for North Americans. With the arrival of RIU and many other Spanish hotel companies afterwards, many Europeans started to visit Jamaica. Today, our hotels attract mainly American guests, followed by British, Canadian and of course, Jamaican visitors.”

Garcia says arriving in Jamaica amounted to an “exciting challenge” for the company.

“The first and most important adjustment was to adapt to the language and the culture from here,” she reports. “We wanted to keep our essence but adding a little bit of Jamaican vibe to it. The good thing about this is that we already have six more hotels on the island. This has helped a lot as we have managers with plenty of experience in key positions in the hotel that have  been moved to the new location. That also has given the opportunity to other staff to grow. It is the first RIU hotel in Trelawny but we have been welcomed by the community.

“We have also brought with us the RIU philosophy, in which the well-being and satisfaction of our guests are the main priority, ensuring amiability and efficiency in service and cleanliness.”

Garcia says The Riu Palace Aquarelle is a pioneer in many areas from a product point of view. “It is the Riu Palace hotel with the largest number of rooms that the chain has at the destination. Moreover, it is the first RIU hotel in Jamaica with swim-up rooms as well as the first hotel of the chain to offer swim-up rooms that are located on an upper level, offering a plus of privacy and privileged views. It has also become the first in the Caribbean and in the hurricane zone to have solar panels. It is indeed a unique establishment in the destination.

“All guests will find a diverse program of activities. From the Jamaican night, where the visitor will be able to enjoy a colourful show full of traditional Jamaican music and dances. There are also activities during the afternoon, as our animation team also offers foam parties both for adults and for kids, as well as daily activities for the younger members of the family at the RiuLand area, so that they can also enjoy their holidays in a special way.”

Garcia says Jamaican culture will be visible at the resort, citing the likes of a night show entirely themed about Jamaica. There’s  also a Jamaican party and four reggae bands during the week. Moreover, some entertainment activities teach guests how to speak Jamaican Patois and learn typical Jamaican dances.

As well, the main buffet has a Jamaican corner, all of which create what Garcia says is a “true Jamaican experience for our guests.”

“When the guest steps through the doorway of their room at the Riu Palace Aquarelle, they will find a tastefully decorated, spacious and bright area that is equipped with everything they need to enjoy a comfortable stay. Earthy colours and organic motifs play a starring role, with simple furniture and decoration. But by far the best thing about this new hotel are the breathtaking views of the Caribbean Sea from virtually every room to give guests a truly unforgettable experience.”

Meanwhile, Garcia says there aren’t now any plans for additional Jamaican resorts, although the chain is always looking for what she labels “feasible opportunities. Our immediate efforts in Jamaica are fixed on the refurbishment of the Riu Negril, the establishment where I used to be the director before moving to Falmouth. The hotel will continue to have 600 rooms and will offer new services, as we always are looking to improve the experience of our guests.”

Garcia also adds that RIU is working to create a healthier planet.

“The RIU chain is proud of its new sustainability strategy: Proudly Committed,” she says. “This change comes after a deep internal reflection on the future of the hotel industry and its impact on the community, the environment and employees. The strategy marks the path that the company will follow over the next three years from 2024 to 2026 and establishes ambitious, specific and measurable goals in each of the four pillars, which are Community and Sustainable Destinations, Environment, People and Transparency.

In Jamaica there are four programs that address Community and Sustainable Destinations and Environment.

“One that I know particularly well is the Orthopedic Clinic in Negril that provides children with medical attention. The clinic helps children with mobility problems in order to improve their life quality,” she says. “Therefore, with this new strategy, RIU places sustainability at the centre of all the organization’s decisions to ensure that the impact of the company’s activity on both the local community and the surrounding ecosystems is always as positive as possible.”