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1.2 481 Reviews

RIU Hotels & Resorts Complaints Summary

21 Resolved
460 Unresolved
Our verdict: If considering services from RIU Hotels & Resorts with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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RIU Hotels & Resorts reviews & complaints 481

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8:16 am EDT

RIU Hotels & Resorts hotel was disastrous

Just got back from the RIU Vallarta where within 2 hours of arrival had $400 stolen from my room. Staff was informed a strange man was seen coming out of my room and they were suppose to look into it. After we demanded to be transferred to another hotel, we were told they couldn't. The only thing they could do is upgrade us to a junior suite. The suite was a lot nicer than our previous room, but they also made us sign a paper saying we wouldn't pursue the theft charges any further. We had already spent a half a day moving rooms, and we basically had no choice but to sign it because we had already moved. The staff never got back to us about the theft incident.

After only 2 nights into our trip the AC stopped working and was never fixed even after many complaints to the front desk. It was unbearably hot our entire trip. We complained, but the staff just didn't care and said there was nothing they could do.

There was an infestation of bees swarming the pool bar and in the pool itself and my boyfriend and I were both stung. Once again the front desk was notified but nothing was done. Someone in our group is highly allergic to bee stings, and feared having to go outside. There was also a child openly urinating into the pool from standing on the edge and nothing was done by the RIU staff.

And you can't get a chair by the pool unless you want to go out the night before after midnight to put a towel down. We got up at 630 and 600 every morning, and every single chair surrounding the pool was already taken.

Nightmare! Would never return to the RIU Vallarta again. I didn't even mention that it is all open air also. So that means the lobbies and hallways are the same temp as the outside. So when our AC was broken the entire time, you get no relief anywhere else either. not to mention the beds are horrible, like sleeping on concrete.

Do not stay here! Pay the extra money and stay in a nice place!

10/5/16 and we still haven't heard back from anyone regarding this!

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11:00 am EDT
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RIU Hotels & Resorts resort

Afther two nite my doughter was bitten by bugs she devolpe fever she became ill was taken to medical care on aug 5 2016 then on way back we ask resort for a nite stay extra at same rate as was$58 was told can help us was charged a deposit nite stay all togeher $349wow over charged our med cost for effected bed was in all $ 620all togeher$ 969 us i ask hotel to repay

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1:04 pm EDT

RIU Hotels & Resorts Casino scam in punta cana

I loved the beach and the pool. My only regret is that I wish I had read the online material about the casino.

On July 2, 2016, my husband and I arrived in Punt Cana, DO, at the RIU Palace Macao. At check-in we were given a packet of materials that included coupons for a variety of activities. One page had several match-play coupons for blackjack at the casino connected to the resort. When we made our reservation, we were aware that there was a casino in this hotel. We brought $300 cash and planned on playing blackjack at the casino. That first evening, we stopped in the casino and played blackjack with $20 each on a $5 table.

On July 3, 2016, we spent the day at the pool and beach. After dinner, we were walking around and the resort and visited the adjacent hotels, where the gym was located. We were walking back to our hotel to meet friends around 9:15pm, for the evening entertainment. The room where the show was to be held had an interior entrance to the casino. We intended to walk through the casino to the show and went to the parking lot door to the casino. At the door, a woman greeted us and immediately presented us with “free” casino chips. She ushered us to a game inside the door to the left and told us that we could play for free.

At this table, we were met by a manager who told us we just needed to throw eight marbles into a roulette wheel and from there a number would be determined on the table. We would just need to obtain a score of 100 points. I had never seen the game and did not have an understanding of the rules.

We through the marbles and, according to the dealer, made a lot of points quickly. But, as we quickly found out, the game was not going to be free. After a couple of rolls, the jackpot of $500 that we initially had been playing for was doubled. Apparently, we kept rolling a number that “doubled” the jackpot but also “doubled” what would have to be wagered. Each time, we rolled, the numbers were added quickly and the marbles collected. We did not have the opportunity to count the numbers in the roulette wheel.

Before I knew it, our initial free wager started to cost us, $20/$40/$80 a roll. Each time, the dealer encouraged us to stay in the game to “win” the jackpot. He maintained that the casino wanted us to give up and leave. If we stayed in, we would be guaranteed to eventually win. At this point, I did look at the woman who initially lured us to the table and remarked that we were clearly easy targets and I had not intended on playing a game that I knew nothing about.

After running out of my cash, the dealer noted that we could use credit. If we continued to play, our credit card would not be initially charged. He stated, given how many points we had quickly obtained, we could only lose by giving up. On the table there was a sign saying that credit cards we accepted. He handed me paperwork and told me that I needed to sign it and initial that I wanted to continue. It would now cost $160 a roll.

As I was at an all-inclusive resort at the pool and beach all day, I had been enjoying the open bar. When the dealer encouraged me to continue through the game by signing to use my credit card, that would most likely not be used, I did not understand the implications. He stated that “when” we won the jackpot, the amount put as a charge on my credit card would be reversed. We continued and hit the “double” numbers several more times. Again, the dealer said this was great as it increased our jackpot, from $25, 000, to $50, 000, to $102, 000. Each time, however, it increased the amount we would have to bet. Each time, we were challenged with, you are so close, you have 95, 98, 99 points. You only need one more point from the board and you will win $102, 000.

With the amount needed to wager at $2500 a roll, we balked. Again, we were encouraged to continue. We were given more alcohol throughout. When I initially questioned the validity of the game, the dealer told me that many people had won over the past couple of weeks. He repeated over and over that the only way we could lose was if we gave up. Now, at a credit charge of $4400, we were told that we would need to “settle” that amount.

This is when we were told we had to put through a charge. This was the first time that I was told and understood that I would be using the “cash advance” option on my credit card. From here, we made the decision not to continue any more. We were given a note and told we could come back and continue the game the following day.

The next morning, when we woke up, we were confused about what had happened. We checked on the web to find out the game that we were involved in and we quickly saw many reviews that explained that this was a scam, a complete fraud. As we read several posts, we read the same exact scenario that we experienced. Here are just a few of the references: https://www.tripadvisor.com/ShowUserReviews-g147288-d1019356-r150014982-Riu_Palace_Macao_Casino-Dominican_Republic.html, https://www.tripadvisor.com/ShowUserReviews-g147293-d611114-r59688628-Hotel_Riu_Palace_Punta_Cana-Punta_Cana_La_Altagracia_Province_Dominican_Republic.html, https://www.tripadvisor.com/ShowUserReviews-g147288-d1019356-r203111489-Riu_Palace_Macao_Casino-Dominican_Republic.html, http://www.complaintsboard.com/complaints/riu-punta-cana-c113585.html. This is only a small representation of the repeated posts online about this casino and game.

The following day we went to the front desk and asked for an appointment with the resort’s General Manager. We set up a meeting to talk with Mr. Torres. In talking with Mr. Torres, we asked for his assistance in dealing with the casino, in the hope that he would be able to have them reverse the charges on our credit card. However, while he seemed to empathize, he stated that the hotel had nothing to do with the casino, saying an independent company operated it. We challenged this assertion given that all of the resort’s promotional materials included information about the casino, it was advertised as a place to visit during entertainment and was connected to the physical space of the resort. Nowhere was it mentioned or did it say that the casino was independently operated and unregulated. During this meeting, Mr. Torres agreed to set up a meeting for us with the management of the casino. He stated they could review the video and make a decision on our actions.

We met Mr. Torres again around 9:00pm that evening. He said he would take us into the casino to discuss the situation with the manager. To our surprise, we entered the casino and the man who had been at the table game with us, who we believed engaged in deceitful behavior, was the manager Mr. Torres was taking us to see. He brought us into a back room and there we were with another man, introduced as Mr. Ciman. As we explained the situation, he said that he ran a legitimate casino and that the reviews online where from a long time ago, a previous company, that was no longer in business. In this meeting, however, most of the talking was done by the man from the table, identified as Mr. Keilon. He maintained repeatedly that the facts showed that it was our fault that we lost money and everyday people who lose blame the casino. We asked him for the name of the game that we played and if we could have pictures of the table and roulette machine. He replied that no pictures were allowed. When we asked to review the film from the night we were there to see if the balls were accurately counted, he said no, that the casino would never allow any video to be seen. At the same time, he said that he would have no problem sending video of me signing paperwork to the credit card company. He kept repeating, “I wish I could help you guys, but you’re not giving me anything to go on.” While he stated that the facts revealed that it was our fault that we had lost money, we believed the game was a fraud to begin.

The events that took place at the RIU Palace Macao casino were fraudulent from the beginning. Clearly, Mr. Keilon and Mr. Ciman want to maintain that the woman at the entrance is just using marketing techniques to entice people into the casino, just like any other store. That the 8-ball progressive table roulette is a legitimate game. That my husband and I made poor choices that lead to our decision to continue with the game and that we did have a chance to win. That we were told about the credit situation, that it was a cash advance, and signed a form to move forward. I would provide a different narrative. We had no intention on gambling in the casino that evening, we were simply taking a short cut through the casino to the adjoining entertainment room. A cunning hostess who gave us a “free” $20 to play lured us to a table, with a game we did not know. We did not understand the game and were only explained pieces when it encouraged us to participate. We were told we would win if we just kept playing, something that will not be seen in a video, as this was verbal encouragement from the table manager, Mr. Keilon. Each time the balls were thrown, they were quickly counted by the dealer and then picked up, without us being able to count. Only the video of the balls within the roulette machine can verify the accuracy of the count, something that Mr. Keilon would not allow us to see. Finally, there is a consistent track record of complaints from patrons who have been victims of this same scam.

Now, the management at Riu has stated that the casino is a separate entity and not connected with the resort. As you read through materials about this resort you will see "casino" listed as an amenity. It is not clear that this is a separate business. Shame on the Riu brand for allowing this to occur. Please be careful and do not go to this casino.

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SJ Detroit
, US
Jan 07, 2020 4:30 pm EST
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I know one of the Casino managers is now living in Vegas working at another casino. Lets go make a trip to see him.

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SJ Detroit
, US
Sep 07, 2018 9:38 am EDT
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I was scammed the same way. Although I was threatened before leaving the hotel and followed to the airport. I have all my hard copies from the scam. I contacted the FBI, thru a friend that is an agent and they told me not to get involved and that the only way to sue them would be thru their hotel in florida which is the only one in the USA.
I lost 14K.

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5:08 pm EDT
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RIU Hotels & Resorts bad experience

The room was clean. The hotel staff weren't friendly, took me 4 calls to get a coffee maker in my room and 5 additional calls to decaf coffee. The buffet restaurant was ok, though the food wasn't always fresh and the service was bad, I had to ask for a napkin and silverware. On the outside deck, there was a fence but not low enough so I the mornings seagulls would fly in and eat off of plates. The food in the Japanese restaurant was horrible. The nicest people there was the entertainment staff and the lady at the majestic tour desk. Hotel advertised all this nightlife, third were closed by 11, even on the wkend. There was holes in the roof that was in our direct view from our balcony and trash outside of the hotel on the sand. Many trash bags of trash were in view from our balcony as well.

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5:53 pm EDT

RIU Hotels & Resorts theft of camera from room

On May 5th we traveled to Resort Riu Tequila and assigned room 2006. Check in was smooth, we found the grounds to be nice, it took us a little bit to find our room, but once found was satisfactory other than the ceiling fan did not work and the patio door lock was falling off the door. For this level of hotel I don't think this is really appropriate. We made two phone calls to the front desk to have the issues fixed. After the second call both issues were fixed. This was greatly appreciated.
On May 6th, for most of the morning we had our do not disturb sign on the door. The cleaners had already cleaned that floor. Around lunch we left the room for the remainder of the day and removed the DND sign. Later that evening around 10 pm, after dinner and an evening show, we returned to the room and noticed that we had additional water bottles, so we knew the mini bar people had been in but the room had not been made up, so clearly the maids had not been in the room. Alyssa started looking for her camera in her carry on to take some pictures of the room. The Carry on had been in the corner of the room. The camera was missing.
The next evening we reported it missing when we were done with our group for the day. The people at the desk took a report and said they'd be in touch with us in a few days. We received a note under our door to meet with the director of the resort. When we went he wasn't there so we had to return in an hour or so. When he came back, he basically " interviewed us" and offered us spa services or excursions in lieu of the value of the camera because he would have had to speak to the insurance company of the Resort to reimburse for funds ( approx $350 US), We did not accept his offer as we didn't feel this was acceptable compensation for our loss. On our last day we bumped into having breakfast and he told us he hadn't resolved the issue on his end and to contact you. Therefore, consider this notice that we respectfully request reimbursement of the value of the camera.
As you can understand, there were pictures taken prior to the vacation on the camera which are now lost. It is a sentimental loss as well as a physical loss. Not to mention, it leaves a sour taste regarding the Riu chain. This is not our first trip to the Riu having previously stayed at the Yucatan. We found the food to be excellent, and as mentioned the grounds to be well kept, pool area excellent, however, pending the outcome from our request we will feel obligated to inform our travel agent as well as Social Media of the events that transpired.
We look forward to hearing from you at your earliest convenience.
Alyssa Pasqua, & Joshua Park957 Colette Rd
Fort Erie, OntarioL2A [protected]@email.com

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3:39 pm EDT

RIU Hotels & Resorts riu tequila - nightmare holiday

This is just a copy of the letter I sent to corporate
Good afternoon, I am not only a Riu Class member, I am also a travel agent enrolled in the Riu Partner Club program being my code xxxx from the agency xxxxxxxxxxxx.
I come hereby to make a formal complaint and alert about several situations that ruined mine and my wife's vacation at your Playa del Carmen resort, Riu Tequila between May 2nd 2016 and May 16th.
It all started in the first night, my wife unfortunately has epilepsy and after travelling so many hours wasn't feeling well, that day at dinner and because she needed to rest and lay down we were going to take some fish and a little rice in a Tupperware we had with us to our room, this gentleman, that later I understood was one of the assistant managers, came to us very rude and told us we couldn't take food to our room, I explained him the situation, and believe me, Spanish is my 2nd language, I was very clear, and he told me the same, really not caring, he sent us to the sports bar saying there is food there and that we could take to our room, once there (my wife already in the room) I noticed that the food was either hamburgers or cheese sandwiches, had to take them to the room and to be honest it was inedible, the bread was so dry not even a pig would eat it, so thank you for making an epileptic on the verge of an attack after travelling 12 hours starve.
Of course the following day she had a violent epileptic attack and I had to sedate her with her medication and now we already lost 2 days of our holiday.
I understand the rules and regulations, but your employees need to be told that in some cases common sense must be used, we weren't rude, we weren't trying to take a full chicken to the room, it was just a little bit of fish with some rice, I wasn't even taking anything for me, this was unacceptable, but it was only the beginning.
At the pool bar, inside the Lupita restaurant, there is a bartender called Vitor, this man called my wife a "wh**e" in Spanish, not once but two times. I was sitting at a table and she went there and was waiting to be served, this man was talking to someone of the animation team, and it was that person that told him that he had a client, not knowing that both of us speak Spanish, he told his colleague that my wife wasn't a client, she wasn't nothing more than a "mula", which means "wh**e" in a direct translation, I stepped up, but again, my wife has a delicate health condition and after what happened in the first 2 days she was still recovering, she asked me not to say anything, I had to refrain myself, meanwhile the person from the animation team that was there, became embarrassed with his colleague behavior and left, when he comes back with our drinks, he puts a smile and in Spanish he tells her again in Spanish, here you go you wh**e- "Aqui estan mula".
This was absolutely uncalled for, that was the 1st time we were at that bar, this was our 4th day at the resort, we didn't do anything wrong to this man, we didn't knew him, my wife is a sweet person, she was nice asking for the drinks, she didn't mistreat him, or did anything wrong to him. I was absolutely furious, but my wife told me that she has a condition and asked me to wait until come home and write this, as we were staying there 2 weeks and she didn't want any more problems, as this was already the second incident that happened in 72 hours. And even worst, this person, I repeat his name is Vitor, didn't miss a chance to mistreat my wife every time he saw her during the 2 weeks we were there, I made the experience and went there by myself, ordered the drinks, he treated me respectfully and he was very nice, the moment my wife approached me and he saw she was with me, his attitude change immediately and he would stop smiling and would just put the drinks on the counter and turn his back on us, as if she was his estranged ex wife or something similar, we are still trying to understand what was his problem. If I would go there by myself I would get normal service like every other guest, if we were together or she was by herself he would try to ignore us and try and see if other colleague would take care of us, or would give us the attitude to serve us drinks.
There is a very nice man working there called Florencio, and this man called Vitor, gave him a hard time once at the swim up bar, because he served us "mudslides" at 5.30, when he should have only have offered beer or tequila, he told him. Since that happened, Florencio tried not to serve us as well. We are stupefied with this.
On May 5th, we arrived at our room around 5.30 and the room hadn't been clean, there was no explanation, it wasn't cleaned, because she had to take her pills and sleep for a bit we couldn't go away and wait anymore so I didn't contact the front desk, we also had no more water or any other drinks in our fridge but 2 cans of Canada dry.
By 2 am the air conditioning stopped working, I finally lost it, went to the front desk and told the night auditor that our room wasn't cleaned, we had no water, no drinks and now the air conditioning wasn't working, it was above 35 c inside our room, the gentleman was very nice and tried to do the best he could he tried to explain not to open the window or the air conditioning would stop (which I knew, but it wasn't the case) and he apologized and told us we could pick water at the sports bar, which we did.This man is a good employee, I believe his name is Tomas, or Thomas.
We ended up spending the night in the balcony trying to pass time and spraying ourselves with "deet" that we took from Canada, and going to beach on the 1st trolley in the morning so we could sleep there a little before the sun would become strong. This was already the holiday from hell, but was far from over.
We arrived in our room around 3pm, it was now cleaned, the air conditioning was fixed, but there was still no water, I called the front desk and asked for water, they told me they would send someone, after 2 hrs nobody showed up, I called again and I was told by the person on the other side of the line that he would take care of it himself. 5mn later he calls the room again, very rude, telling me that I had no water because I didn't open the door, I explained that nobody knocked at our door and that wasn't true, he told me that I should have been at the door, waiting, as the employee has his hands full and because of that he can't knock, all this in a matter, as if I should be aware of this and I was the one to blame.
I went outside, spotted the person with the drinks, met him and it was me bringing the water and some pepsi to our room, the mini bar wasn't replenished fully regardless. This is absolutely surreal.
Meanwhile at the pool of the Riu Tequila, the same is so dirty and full of ### that we develop both skin rashes, there is dead insects, leaves, live insects you name it, and yes, there is always someone with a net trying to keep it clean, but it is useless, I also understand that we are in the jungle, surrounded by palm trees, but the quality of the water is ruined and I catch one of your employees (the advantage of them not knowing who speaks Spanish)that tests the water with that color meter (I have more than 30 years in the industry, I managed 3 hotels in my career, I know a lot about this)showing it to one of his colleagues and telling him that it was no good and he needed to apply more chlorine and disinfectant for the following day. As I type, my hands are covered in a rash and so are my wife's, the problem for me is just the itch, but my wife is a hair stylist and now she can't go back to work and our doctor already told her she needs to stay away from chemicals for at least 3 more days.
On May 14th we were at the pool in the opposite side of the swim up bar, trying to avoid Vitor, it was hot and we tried to go to the shady part of the pool next to the wall of the restaurant, the smell of urine was so intense we became appalled, some other guests were complaining as well, also the amount of dead insects and some other debris floating in there was the same as being in a swamp.
I have the doctor reports if you wish me to send it to you, I can also take pictures from my hands, my wife's arms and legs as well.
But it gets worst, the beds of our room, 3015, are is such bed shape that you can feel the coils of the mattress on your back while you try to sleep, in 14 nights we didn't sleep one full night due to that, we came back with back pain, in my case so hard I am on pain killers, I was fine when I arrived there, I can also ask my doctor to contact you.
One of the legs of my bad was (is) broken, and one night around 4am I woke up with a tilted bed to my left side, I thought there has been an earthquake or something, when I checked the leg of the bed on my side, it had come out, I had to lift the bed by myself and put it back in, checked my wife's the next morning, and it was already almost out as well, I used our own tape that we always carry on holidays to fix it my self.
More, on May 14th, we left the pool around 5.30, we wanted to have dinner as early as possible as I had a work video conference at 7pm (Edmonton time) and I needed to attend it. We showered quickly, put on some light clothes (no bikini for my wife or swim shorts for me) she had an orange dress and I had Jean's shorts and grey t-shirt, we didn't dry our hair and went to the restaurant, we entered and as we are almost in the middle of the restaurant, this person (name is Pedro Pablo) comes running after us screaming in the middle of the restaurant, we turned back and he told us we couldn't be there dressed like that, I asked why and he said we were wearing beach attires and we couldn't be wet inside the restaurant, once again and in Spanish, I explained him that we had showered and changed, because I had to run we didn't had the time to dry our hair, but there was people there wearing literally almost no clothes and there was nothing in the rules saying we needed to dry our hair, we didn't came directly from the beach or pool, we didn't had sand on us and I was using sneakers and my wife night sandals. He didn't care, he expelled us out of the restaurant Jalisco, for our shame and humiliation, this never happened to me anywhere and I have traveled from all Europe, Africa, Caribbean and this was my 3rd time in Mexico, 2nd on a RIU, my wife has traveled even more extensively and this was her 9TH!time in a RIU.
I don't understand what happened in here, but this is unacceptable, we only take holidays once a year so we can go 2 weeks, that is when we try to rest the maximum we can due to her disease and my hectic travel agent life, as even on holidays I am working.
I have sent you more than $50.000 in business last year, I try to sell RIU to all my clients, if you notice reservation number : xxxxxxxx at the Riu Cancun and reservation number: xxxxxxxx at the Riu Guanacaste, both these clients came back complaining with very similar things to what happened to me, specially room cleanliness and staff rudeness, I am putting my reputation on the line for your brand, and this is what happened when my self and my my wife decide to go to a RIU?
Who gives us back our holiday? We have one more year of work ahead of us and now our money is gone in this holiday from hell, what do you have to say about this?
Who pays the hassle and the fact my wife cannot work for one more week because of your property?
What kind of compensation will you give me?
Above it all, why should I keep on selling your brand with all the competition around and when your properties are going down the drain?
This exposition is also going to headquarters in Spain, management at the Riu Tequila and Headquarters at TUI, just so you'd know.
Very disappointing.

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Dulce Maria Neves
, US
Jun 02, 2016 6:56 pm EDT

Furthermore I haven't heard a word from the Riu

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6:26 pm EDT

RIU Hotels & Resorts robbery in room! and horrendous service and lack of quality

We stayed at the riu bavaro in the dominican republic. On march 30th 2016 we were robbed in our room in the safe of $650 us cash. This was an inside job done by the staff. We had alerted the front desk that the batteries in the safe needed changing. While we were out on an excursion they entered the room and the safe and stole all the cash. They would not allow us to call the police nor would they file a report even internally and provide us a copy. We of course informed our travel agent and she is trying to seek reimbursement for our damages.

The staff were rude and lazy at this location and the quality of the all inclusive food and alcohol was lower than poor. Very disturbing and awful experience.

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Beatriz Brinkmeyer
, US
Jun 27, 2016 12:23 pm EDT

we are long time clients of the Riu, mexico, punta cana and so on for 12 years, just this may we were robbed 500.00 dollars and two rings..
they are not doing a dam thing because being that we were coming home we left our luggage on top of the bed, never going back, they simply suck

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9:50 am EDT
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RIU Hotels & Resorts not happy with vacation

We arrived at the Riu Bambu Resort in Punta Cana Republica Dominicana on March 9th at 4:00 pm . We had upgraded to a delux room close to the beach . When we went to our room, it was 3/4 of the back, and as far as you can go to the right . It was a standard room . We went back to the desk and told them it wasn't the wright room, and they didn't understand . They said all the rooms were the same . They gave us a different room, and the only difference was a small love seat in there . Nothing at all like the pictures on the web sites for the delux rooms, or what we were told we were getting for the extra money we spent . In the new room we got the door covering the refrigerator, was a piece of 3/4 inch ply wood painted white . The two dressor drawers were also a piece of ply wood painted white . The two sinks you had to crawl underneath them to make the drains work . The stems to pull were missing . We didn't complane any more they didn't seem to want to do anything . Thursday and Friday were good . On Saturday night, we went to sleep around 11:30 pm, and were awaken around 2:00 am with a lot of noise, and banging on the wall . This went on till 6;00 AM that morning . After breakfast I told the desk about it, and they said if it happens again we should call the desk . Sunday night we went to sleep around 11:30 pm and were awaken around 2:00 am with a lot of noise and screaming, and banging on the walls again . I called to the desk and thy sent security up there . It took about 15 min for them to show up . It was quiet for about 15 min, and then it all started up again . I called the desk three times that night, with the last time beining 5:00 am . We had to be up at 6:00 AM that morning to be at the front desk by 7:30 for a all day excursion we had signed up for . So now we have two nights with little sleep . When we got back from our excursion we were on it was 6:30 pm . I stopped at the desk to see what can be done, and the person we talked to said they had many complaints about the spring breakers and couldn't do much about it . We had a lot of noise on Monday and Tuesday night as well . Once 2:00 am came around there was no sleeping . I spoke with Jose De Lacrus and he said he noted in there computers all the trouble we were having, and told me to get ahold of Jevier Perez with our problems . He is there Sub - Director there . he said there would be some type on compensation done for us . I did get ahold of him and he said there was nothing he could do, and I should file a complaint here . the web sites say they do not alow in any Spring Breakers which is not what they do . This was my first vacation in 4 years and my wife and I are not Happy with the whole thing . please let me know what can be done with this matter ! Thank you for your time in this matter ! Roger Wenzel

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10:54 am EDT
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RIU Hotels & Resorts Safety issues and compensation issue

We recently stayed at the Riu Palace Aruba (March 1-7, 2016) and there was a fire at the resort on March 5, 2016. We paid for a Jr. Suite, Ocean View Room, which overlooked the pool and ocean. There were no safety procedures put into place during the evacuation of the resort during the fire. No lights in the stairways, no fire alarms, no PA systems to notify guests of evacuation. There was no room to room sweep completed either. There was no communication from the management unless prompted by the guests. When we were finally moved approximately 12 hours later we were located at the Riu Antilles with a hotel size room with a view of a rooftop. Not what we paid for. To say the least we lost one full day of our vacation. To this date we have not received anything from Riu expressing any kind of compensation for our inconvenience and less accommodations or an explanation of what actually happened. This in my opinion is very unprofessional. We had all (a group of 4 couples) considered coming back to Aruba in future years, but as of right now I would not recommend this resort due to the above mentioned problems.

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christine casiello
Kissimmee, US
Apr 14, 2013 8:51 pm EDT
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April 4-12, 8 of us stood at the Riu Palace Aruba, from the first day we should of known better after arriving we went to pool and the beach .My husband went to get us some towels but the guy in the little shack said oh we ran out, after 45 minutes waiting for a towel I asked a manager by the pool bar where I could get towels he said in the towel hut I told him I was trying for last 45 minutes, he told me let me go check, you know this is a very big hotel and sometimes they run out he left to go check and was never seen again. The next day at the pool, where it was so windy, but very nice, umbrellas, drinks, towels clothing, ect was blowing everywhere, as we were sitting there the umbrella in its cement block blow over and landed right on my toes, it was very painful, there was some other guest there that was a nurse she got me some ice.My husband went over to the pool mamger and told him what happen and all he did was shrug his shoulders and walk away.We went to front desk and I asked if they had a first aid station in hotel they said no I told them what happen he asked me my room number and said sit here I have to call the hotel manager, I sat for 20 minutes or more saw the manager got over to him hand him something and walk away, the guy comes over to me with a guaze pad, meanwhile my toe is hanging and all black and blue, so I asked what am I gonna do with that, I asked him do you have any medical tape so I can tape together he comes back with a roll of scotch tape.What got me the most was the manager of hotel didnt even have the common sense to come over to me and even ask if I was ok I left went to my room, needless to say I could 'nt walk and vacation was over before it even started, We had all our plans already booked and was very hard to walk or put on any kind of shoes but flip flops.My son who was with us went back to desk and asked if was a doctor on premises and was told for 150.00 we can send one to your room, My son told them thats how you treat guest they get hurt on your property and you want to charge 150.00.Not once in the 8 days I was there did the manager or anyone from hotel ask or call my room to see if I was ok or needed anything, On the day we was leaving I was checking out and they asked my room number I said 830 she said oh hold on, she comes back and says to me oh how do you feel is your foot any better I said it took you 8 days to ask me and your gonna ask as I am checking out.Twice a year we vacation and have always stayed at a Riu Hotel and was never treated like that in my life it was so unprofessional, of the manager and the whole staff for that matter needs some refresher course on how to treat people.But I must say there was one waitress Valentina at the pool, who can give lessons to all the employees there on how to treat people, very disapointed in the Riu Palace Aruba wont be going back there thats for sure

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Kevin Pallone
,
Jan 17, 2008 12:00 am EST

I would like to file a complaint with the RIU Hotels in regards to my week stay in Aruba at their resort where I had many unpleasant experiences regarding the service and food. If you could advise what my next step is I would appreciate it... there doesn't appear to be any contact information on the RIU website.

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9:01 pm EST

RIU Hotels & Resorts horrible experience at riu bavaro dominican republic

Our vacation January 16-22, 2016 to the Riu Palace Bavaro in the Dominican Republic was not enjoyable and we were not compensated or helped with the unacceptable situations.  When we booked the vacation we were looking forward to a beautiful, peaceful and all inclusive vacation which we did not receive.

It all started upon arrival to the Dominican Republic.  We booked the hotel shuttle through hotelbeds.  Finding our shuttle was close to near impossible.  We went to the kiosk and was told which bus to find out of a ton of buses and people who didn’t speak english to help us.  It took over an hour to finally find someone who could call a shuttle to pick us up.  The shuttle driver almost crashed many times speeding and weaving through traffic in order to get us to our hotel as quick as possible, rather than being concerned about our safety.

When we arrived at the hotel the bell boy took our bags up to our VIP room we paid for, room 5211.  He stood in our room waiting for a tip.  I did not have change and since the website said all gratituties were included was not prepared to tip.  However the next day I did get change and gave him a tip.  I was confused and asked the front desk about tipping and was told it was not included even thought it was on the website.  The day before we left, the director Miguel told me it was included and was up to our discretion.  

Our first room was not very clean, looked run down, there was hair on the bed, floors were dirty, the sinks overflowed that the cleaning ladies removed the stopper, mini bar was not stocked, in fact there was a open bottle of tonic water in the fridge, we paid for a ocean view room and could barely see any water and the cards to order in room breakfast were missing.  But that was not the main issues.  The deadbolt on the door did not lock and the worst was the thermostat was broken so the room did not get above 63 degrees.  So we felt unsafe at night and absolutely freezing to the point I couldn't sleep.  I made the hotel manager Enrique aware of the situation and he sent a supervisor to check on the issues.  After confirmation, he said he can move our rooms but not until the next day.  Therefore, we were forced to sleep in that room for another night.  In addition, they did not attempt to fix the issues with the room which was a VIP room we paid for.  When I asked for be upgraded if they didn’t have a comparable room, I was told he didn’t have anything available even though the hotel was very quiet and I later found out from the director Miguel that Enrique could have assisted us with an upgrade but chose not to and left us in that room.

The next day we moved our room to room 5324 without any help from the hotel.  The were no elevators and both rooms were on the 3rd floor.  The next room had issues also.  The upper rain shower was broken and sprayed water everywhere, they had painters above us who were scrapping pain on us as were sat on our balcony.  When I spoke to Enrique again he said “this doesn’t happen. I have many customers who don’t have problems like this.”  He blamed us even though all the problems were confirmed by their supervisors.  They had to fix our shower and ask the painters to stop scrapping paint on our balcony.  Again no compensation was made.  When my husband went back to the room one day, there were 5 painters in our room doing our balcony with our room door propped open.  We had no notice of painting being done on our balcony or wet paint signs.  Plus our room was open to whom even wanted to come in.  Nelson the manager said we are just painting, this happens and dismissed our concerns.

I feel the hotel was oversold online.  The casino was extremely small and dirty.  The wifi didn’t work most of the time.  The only time I was able to login repeatedly was on the balcony in my room and the lobby.  Free wifi was also marketed aggressively the same as all inclusive on the hotel website where I booked my vacation.  It was marketed as one of the newest hotels and was very run down.  I was treated with disrespect by the staff.  I do not speak Spanish but can understand it enough to hear that I was made fun of by the casino hosts for not being able to have a conversation with them.  We tried to use the other hotel cafes which were supposed to be included only to be turned down therefore were forced to only use the amenities in our hotel.  The restaurants only had a few options and the food was horrible forcing us to eat in the buffet for most meals.  One restaurant caused actually me to have a severe food allergy reaction.  I was recovering from tooth pain and asked for ibuprofen or Aleve.  They understood at the front desk what I was asking for and said they don’t have a shop that carried medicine.  So they called the pharmacy and tried to charge me $22.  The next day I found the same amount of Aleve in their gift shop with many other medications for $8.  So I felt conned and lied to. 

Overall the vacation was absolutely horrible.  From the room experiences, customer service, food, managers attitudes; I was left very disappointed.  The evening before we left I was advised to file a report with corporate and was able to speak to the director of the hotel named Miguel.  He said corporate should rectify this terrible experience and I agree.  I was also told that this situation and report was submitted to corporate on January 22nd but have not heard anything yet even though I was told corporate would contact me. I would like to be compensated for my terrible experience.

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6:25 am EST

RIU Hotels & Resorts room and dinner

Bonjour Mr Carmen & Luis Riu
Je prends quelques minutes de votre temps pour partager avec vous l’expérience vécu par moi et ma famille le soir du 24-12-2015 alors que nous avions réservé la veille pour le soupé de Noel un table de 7 personnes.
Nous nous sommes présenté à l’heure prévue nous sommes accueilli par un employé, nous lui donnons le coupon de la réservation, une minutes plus tard il nous dit que c’est complet qu’il y a eu erreur! On nous demande alors si ont peu allée à l’autre restaurant! Nous disons comment pouvez nous nous dire d’aller ailleurs alors que nous voyons des tables libres ici. Tous l’équipe était perdu il ne savait pas quoi faire il s’est déroulé un bon 20 minutes ou nous attendions sur le bord de la porte à savoir si nous allions célébrer Noel ou pas. J’ai alors demandé le gérant de l’hôtel alors on me dit elle est à côté de vous! Je lui demande alors pourquoi si j’ai réservé d’avance je me retrouve dans une situation comme celle-ci. Alors elle quitte en direction des employés pour qu’il ajoute des chaises et monte une table pour nous, quelques minutes plus tard un serveur vient nous chercher dans l’entrée du restaurant. Aucune excuse de la part de la gérante d’hôtel comme quoi pour elle tous va bien. Une fois assis le serveur prend nos commandes et la soirée commence les entrés sont arrivé et ensuite les repas ont c’est dit wow! rapide le serveur venait de prendre nos commandes mais aucune cuisson est comme ont la demandé! Alors ont ce dit ont fait avec mais alors que la table à côté de nous reçoit ces assiettes les serveurs s’aperçoives qu’ils nous ont donné les assiettes de la table à côté de nous! Ensuite pour le dessert on avait commandé un gâteau pour l’anniversaire de ma fille ont c’est dit le dessert sera correcte mais deviné ils ont perdu le gâteau il semble que le gâteau es été acheminé a un autre restaurant de l’hôtel.
Ce que je me pose comme question pourquoi votre gérante d’hôtel n’a pas fait le point et s’excusé et ensuite s’assurer que le reste de notre repas soit sans problème. A la sortie du restaurant nous l’avons croisé bien assit sur le bord d’une fenêtre avec assistante directrice l’aire fatigué à rire….
Le rêve de 14000$ Can pour 7 jours que nous avons déboursé pour célébrer le réveillons de Noel au Mexique en famille est devenu un cauchemar sans compté que notre chambre qui se trouvait à côté de l’autre hôtel qui jouait de la musique jusqu’à 23h00 qui nous empêchait de dormir.
En résumé ce que nous avons comme impression est WOW quelle équipe RIU nous somment des clients fidèle de la chaîne H10 mais pour cette destination on nous a vendu le rêve RIU qui en bout ligne est devenu un cauchemar de 14000$.
J’espère avoir des nouvelles de vous et un dédommagement.
Merci de l’attention porté à la demande.

Sylvain & Sylvie Côté du Canada
1407 Maurice Cullen Blainvile Qc Canada J7C-5C5.

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4:30 am EST

RIU Hotels & Resorts theft

We have stayed at Riu Belplaya twice now. The first time was Christmas 2014 and again this Christmas. Christmas 2014 was superb so we booked for 2015 bringing friends along. All went well until the last day of our stsy when my husband found that 100 euros had disappeared from our wallet in the safe. We checked to see if anything else had been taken but all seemed well. My husband had left the safe key at the back of the top drawer next to the bed. He accepts that it was silly to leave it in the room but did not expect anybody to go looking in the drawers. We went to report the loss from room 141 to the receptionist to be told by her that it was impossible for the money to have gone. My husband asked her if she was calling him a liar her only response was to call the manager. We explained the loss to him and he straight away replied that it was impossible for the money to have been stolen. My husband once again asked if he was beong called a liar whereupon the manager turned his back and walked off. At no time was any statement made or taken by the staff we were spoken to in the middle of a busy reception area and our complaint dismissed as if we were children playing a prank. We were disappointed both by the reaction of the staff who did not listen to any explanation from us and their implication that we were liars. We are mjust asking for our complaint to be noted and the fact the holiday was completely spoilt by the management's action.

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8:11 pm EST

RIU Hotels & Resorts air conditioning failure caused me an accident

On nov-20 i've checked in at the palace riviera maya and after dinner i've went to my room carrying my 7 year old daughter whit me and as i enter the room there was a puddle of water do to the air conditioning leak in witch i've slipped and fall on my back carrying my daughter we've call the receptionists witch the responded immediately and asked me if i was ok witch i responded that i was on a little pain but thinking i'll get better but that night i had more pain and by the next morning they send me to see the doctor at the riu playa car after the doctor seen me she prescribed pain medicine and icy hot and told me that if my pain increases to go back in 2 days i had more pain but just thinking that i was sore and didn't want to loose no more time on my vacations i've checked out on the 25 and flue to guadalajara but that night i was more in pain so i decided to go get x-rays the next morning the 26 and found out that i have 2 brocken ribs so i've call the hotel palace riviera maya the next day and they told me file a complaint this way so im doing a follow up please advice what to do next

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2:32 pm EDT
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RIU Hotels & Resorts reported theft

We stayed at the Tikida Palace Agadir (room 2114)from 15 October and went to check out on the 22 October. (4pm) On emptying our safe we found £80 sterling was missing. We placed the money in the safe at the beginning of our holiday, we saw the cash was in the safe on Tuesday 20th as we had to have the safe settings reset. We called reception and advised the above. They sent someone to check the door entry over the last week. On going to reception they said it was ‘impossible for the safe to be broken into’. We explained we were fairly certain the safe was closed whenever leaving the room but if it was inadvertently left open it would still show that someone had taken the money. This was not readily accepted. We asked to speak to the manager were advised the duty manager Alberto Abram would be on duty at 6:30pm. We returned to reception at 7:00pm and asked to see the duty manager. We were left to discuss what we felt was a personal matter, at the main reception desk in front of the staff and incoming guests. When meeting him, he claimed he wasn't fully aware of our problem. When we tried to explain the missing money he claimed that it was ‘impossible’ for the money to be taken from the safe. He wouldn’t listen to our concerns, as we tried to explain we didn’t expect the money to be returned but to understand that the money was taken from our room and he needed to be aware that someone must have taken it. He then proceeded to say it was not possible raised his voice and said he did not believe that the money was missing. We asked if he thought we were lying he said ‘yes’. This altercation happened in front of multiple guests and staff. We were left feeling very upset. To say his manner was extremely arrogant and rude is an understatement. His customer service skills were very poor. He didn’t listen or want to listen to what we were saying. I have previously held executive positions in international companies and in all my working career have never met such a short sighted manager whose customer services skills on hearing a problem were nil. We have nothing to gain by explaining the above but hopefully stop it happening to someone else. We had previously stayed in this hotel before (March 2015) and had nothing but praise for it but now would never return after being treated so badly. I can only hope other RIU hotels do not treat their guests this way whenever a guest reports a problem. I look forward to hearing from you shortly Mr & Mrs Barton - Uk England ([protected]@gmail.com)

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1:31 pm EDT
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RIU Hotels & Resorts star rating cleanliness of rooms

We booked our holiday over a year ago with thomson there was 6adults 1child we paid nearly 7, 000 for this holiday read the reviews but decided to be open minded. Arrive at the resort on the 14september around 2.30pm i noticed to my left hand side the plaque showing 5 stars but on entering the reception it clearly was not 5 star very old fashioned decorations and very rude staff at the check in immediately was made to feel un welcome, we then was told were are rooms were on entering the rooms we immediately was hit with a very strong musty smell the furniture was very outdated the beds were disgusting there was mould all around the bed base the pillows were very unclean and dirty inside. The towels in the bathroom smelled disgusting when we opened the patio doors there was dead cockroaches on the floor . We complained but nothing was done we ended up cleaning it our self, then through out the holiday we constantly had lots of cockroaches in our rooms most of the holiday i didn't sleep then to top it of 4days into my holiday i had a major reaction to the towels were i had to seek medical attention i was told i had caught a serious infection due to a bacteria which is found in unclean sanitation .I then for the rest of my holiday had to keep using and rewashing my own beach towel because i was so scared of what else i would catch we all ended up doing this .We also experienced on several occasions the maids removing the pillow cases and attempting to clean the floors i was outraged, what else can this hotel do next . We did ask to be moved on several occasions but was told there was nothing available we was told we could upgrade for an astonishing amount which we did not have we even asked if we could go home earlier due to the uncleanliness of the rooms i am so disappointed in the riu company can not believe you are allowing this to continue all the reviews on trip advisor are true but you has a company are choosing to ignore the cries of your customers .On this note if i don't receive a reply and compensation for the nightmare hotel i will be sending all my evidence to watch dog about the riu bambu

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3:05 pm EDT

RIU Hotels & Resorts management

I purchased 2 rooms at the Riu Santa Fe in Los Cabos from 8/7/15 through 8/12/15 for my husband, daughter and grandchildren. I have stayed at this hotel each year since it opened. In the early morning of 8/8/15 at 2:00am I went out on the balcony sat down and witnessed a drug deal that involved a large amount of cocaine being sold. After the deal went down, the dealer turned around and saw me on the balcony. I was scared for the welfare of my grandchildren. I went down to the front desk and ask that our rooms be changed, since the dealer saw my face and knew what room I was located in. I was told we would have to check out the next day at 11:00am, wait until 3:00pm then we could recheck into another room. I believe the Riu Hotels put my family at risk. I am trying to understand the reasoning of management at the Riu and why no action was taken for this very valid complaint.
Penny Barton

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3:17 pm EDT

RIU Hotels & Resorts did not get what we paid for

May 19, 2015

Wedding cost - $13, 000.00 canadian
Fights (6 people) $10, 500.00 approx
Total guest at the wedding – 30 (not including the bride & groom) $1800.00 each x 24 = $43, 200.00
Grand total – $66, 700.00 approx.
Booking #[protected] william and doratea maria shaw
Booking #[protected] kayla maria shaw & bryant brown
Booking #[protected] daniel thomas shaw & robecca elizabeth robinet
To whom this may concern:
Let me start by telling you that since my daughter was a little girl she always wanted a destination wedding. she finally got her dream on april 24th 2015. she decided to get married in jamaica negril and she fell in love with the riu palace tropical bay resort. we started to book this fairy-tale wedding in early 2014 with st. clair travel and our agent was vilija doblias / juliana da torre and they were both very pleasant and helpful with our entire request.
I will first start with the wedding planner in canada her name is antoinette camastra.
1. we were told that my daughter would get 10 hours of wedding planning with her wedding co-ordinator based on the package that we paid; antoinette contacted my daughter in july of 2014 and spoke to her for approximately 45 minutes. they discussed what my daughter wanted to have at her wedding and antoinette was going to email her with all of her request. antoinette told my daughter that the next time they would speak would be in december/january of 2015. next time she spoke to her was mid-march only because I forced antoinette to contact my daughter.

2.in the new year (january 7th) my daughter started to send several emails to antoinette but was not getting any return replies from her. her email from january 7th and a few more emails in february were not answered until february 9th by antionette. my daughter emailed her a few more times in march (3rd, 12th, and 24th) and my daughter called her at her office a few times only for it to go to voicemail. my daughter left her a couple voicemails and did not hear back until I took it upon myself to locate antoinette by phone. I spoke to her office and I asked to speak to her supervisor but at the time she was also not in. I asked if antoinette was in that morning and spoke to her. I asked her why she had not reply to any emails that kayla had sent her and her response was that she was busy with other weddings. I told her that she had to call kayla to put her at ease and she finally agreed but only spoke to my daughter for about 2 minutes telling her not to worry that she had everything under control. again we waited several days before she got back to her by email (march 31st). my questions are why my daughter was not getting her 10 hrs. promised to her? we paid for this service and got only at most 1 hr not mention how many emails that my daughter sent her and no replies for weeks.

3. on several occasions kayla would request antoinette to look into stuff such as cake, lighting, music etc. antoinette never answers her questions. she finally told kayla one week before the wedding that to outsource her cake would cost $700 us. that would not give us enough time to figure out what we were going to do so therefore we ended up with the hotel’s cake. also when kayla asked again about using chair covers antoinette told her that she had no record of my daughter even asking for this request until my daughter found the email and told antoinette to look at the email that was sent to her on march 3rd. antoinette then told the hotel that the bride had decided on some last minute request when all through my daughter’s emails she kept requesting a price for having these upgrades. again this wedding co-ordinator that you have in canada is not doing her job right and again we paid big bucks for her service.

We arrived in jamaica and we were told by our travel agent that the riu palace tropical bay would try their best to put our entire group in building 4. we had requested this building from day one (more than 1 year) because of reviews that we had read online about the hotel. instead they had us all scattered throughout the resort. I was placed in building 3, my daughter was in building five. andrew who worked at front desk said he would upgrade my daughter and I to ocean front but not until the next day. he told us we would be put in building three. that same night we got a call from the hotel manager elaine and she told us that we could not have building three but that they could put us instead in building one. that to me was not acceptable because my daughter needed to be closer to building four due to the fact that this is where the wedding was taking place. elaine then told me that she could try and move us to building four but not until wednesday afternoon. on wednesday afternoon I moved again to building four (room 4318 and 4319) ocean views. let me tell you it was not a great vacation when all I did was move around from building to building, my daughter and I lived out of our suitcases for 3 days and still we had to move more of our guest to be closer to the wedding. one of our guest was my mother-in-law who is 87 year old and was put in building 2 and could not walk to far. by the end of the week most of our guests were in building three, four, five and six. again if the hotel had just put us in building four (the building we requested over a year ago) from the start all this would have been avoided.
Wedding co-ordinator in jamaica (riu palace tropical bay)
Kayla met with sophia haughton in jamaica to go over all of her request and was told that because she had last minute request (which she did not) she had to pay cash. I did not bring enough cash so sophia made an exception for us to pay everything by credit card. this again was antoinette who left kayla’s request from months ago to the last minute with the hotel. kayla met with sophia on the tuesday and asked her about the rehearsal dinner and where it would take place and sophia had no record of kayla wanting a rehearsal dinner. kayla showed her that she told antionette that along with her wedding she was to get either a welcome party for all of her guests or a rehearsal dinner so my daughter chose the rehearsal dinner. with the way they do the restaurant bookings I was impressed that sophia could get a time for my daughter on thursday night for her dinner at the italian but it could only fit so many people and a lot of people were left out because of this.
We upgraded everything with the wedding, chair covers with bows, tent, lighting, flowers, wedding arch, dj, and the only thing that we did not upgrade was the cake because antoinette did not get back to us with enough time to outsource it.
On the day of the wedding everything looked beautiful, kayla was told by sophia that she would get her bouquet and the bridesmaid flowers and also all of the other flowers for the wedding party and family 15 minute before the wedding took place. well the flowers that my daughter picked for the bridesmaid were all wrong (I expect a refund for the flowers). she requested white bouquet for all her bridesmaid but instead got a mix of colour. kayla got her flowers five minutes before she started walking down the aisle and it was mayhem of who got what flowers. mother of the bride, mother of the groom, grandma, and both the father’s all ended up with the wrong flowers that she had picked. sophia asked kayla a few minutes before she walked down the aisle who got what flowers and at this time my daughter could not even think straight and did not know why she had to be the one to do this. the wedding was to start at 4pm and instead it started at 3:50pm and most of our guests were just getting seated when kayla was told to start walking down the beach. one of our guests ended up missing the whole wedding because it started ten minutes before the schedule time. if you tell your guest that the wedding is at 4pm then it should start at 4 pm not at 3:50pm. the wedding only lasted at the most 10 minutes from start to finish and all was done by 4:10pm. we were then told that the chairs that were at the ceremony would be moved to the reception tent and also the bows that cost us $7 dollars each us. when we got to the reception tent the bows were gone and no one could find them. I expect a refund for 32 bows that I only got to have for 8 minutes.
We were told that with our menu we could get ox tail and instead we ended up with burnt pork chops, not sure why the last minute change. when my daughter met with sophia on tuesday she asked if the ox tail would be available and she said yes and circled it on her sheet. we also ended up with no cutlery or dishes for our guest to get seconds or dishes for them to get fruit. also two days before the wedding I had arranged with the riu staff and sunwing representative that we wanted coco bread to go with our meal, they reassured me that we would have it at the reception. we found out 2 hrs before the meal that no one had made any arrangement for the coco bread and I ended up sending one of my guest with a hotel staff into negril to pick it up. why was I told that it was ordered and that we would have it?
At about 10:15pm the staff started to serve the wedding cake only to have them clear all tables by 10:30pm and most of the guest never got to have any of it. all the table clothes and cutlery, chair covers etc. were all gone by 10:40pm and that to me is not acceptable. I was told that we would have the tent and the entire bar services and dj until 11:00pm. why was everything taken away before that time? I paid to have all services from 7:00pm to 11:00pm who will refund me for the ½ hr that we missed? we sold paid for the center pieces (vase with flowers) and we were told we could not take them by your staff. again I want my money back for those center pieces that belonged to me.
The dj was great the only problem we had was that my daughter had to spend hrs before we arrived in jamaica on picking the music that she wanted him to play for her. she was told by antionette that she needed to have all her music on a cd/ usb for the dj. my daughter’s husband gave him a cd to play and he never once played anything she had given him until I finally went to see him at 10:30pm and requested that he start playing some of her music. we paid a lot of money for him ($1400) and I want to know why he took it upon himself to play the music of his choice? did my daughter have to spend hours of her time downloading and burning music? or was this another miscommunication error from the hotel to the wedding co-ordinator to my daughter? my daughter also asked antionette if the dj would also be emceeing the event and was told a week before her wedding that the dj does not provide this service from antionette so my daughter had to ask one of her guest, again last minute if someone could help her out. sophia told kayla during their meeting that if she did not have an emcee that the dj would do it for her. this would have been nice to know at the beginning just in case my daughter could not find someone to do this for her. again information is not being relayed properly.
Sunwing flight
One week before our flight we get told that the returning flight was changed to 9:30pm arriving in toronto at 1:30am on the tuesday. for those of us that work for a living we had to now make arrangement to go in late for work or not go in at all. so I ask my travel agent if she could contact the representative for the riu palace tropical bay to make arrangement for us to have a late check-out and they told me that once I got to the riu palace to speak to elaine and she would help us with the late check-out and not have to pay. well sunday april 26th I did speak to the front desk and elaine was not in and spoke to andrew who told me that I could only have 3 rooms for a late checkout (3pm), I had to pay $50 per room and at the end he ended up giving me the bride and groom for free. the next day before our check out we were told again that the flight now was delayed again and we were leaving at 11:30pm from jamaica. I then asked again if we could stay until 5:00pm and elaine wanted me again to pay another $40 dollars for 2 hrs. this was just getting stupid now. some of our guest had told me that same day that they were allowed to stay until 3:00pm and were not charged. I don’t understand why the hotel would charge me and not my guest when I was the one having the wedding at your hotel. when I spoke to elaine about the issue she basically looked at me and said “oh well”. this is your front desk manager the one who should help guest at the riu not to just say “oh well” to the guest who have already paid to stay at the hotel. I work in the customer service industry where I deal with clients all day and let me tell you that if I did not attend to my clients request I would not have a job to go to.
We were picked up at the hotel at 6:00pm and arrived at the airport just before 8:00pm. by the time we were through the check in it was just after 8:30 and we had purchase for all six of us (myself, my husband, daughter, son-in-law, my son and his fiance) to have the lounge services. when we got to the vip lounge there was no food left and they had to make us a little something to eat. we were told that we need to leave by 10pm because it was going to close. well I paid $30 us for each of us and did not get the chance to enjoy it. we were in the lounge area for less than 2 hours. I think I should get refunded for that to. we did not arrive in toronto until 4:30am on the wednesday and it was a very tiring vacation. my mother-in-law who is not able to walk could not get a wheelchair for her because they could not find one therefore we had to push her with the baggage cart. this to me was not acceptable that the airport could not accommodate us whatsoever.
Well all I can say is that if I don’t get some kind of compensation or refund for this disaster with sunwing and the riu palace tropical bay I will never fly with the airline again or stay at another riu. my daughter only gets married once and your people at the riu/sunwing vacations has ruined her dream wedding.
I hope to hear from sunwing soon so we can discuss this further. I would hate to post this experience on trip advisor. I want to make sure that other weddings at the riu know what they are getting into so they don’t waste their money.
Last but not least let’s not forget how much revenue I brought to your hotel and sunwing $77, 500 in total.
Hope to hear from someone as soon as possible to discuss this letter.

Sincerely,
Unsatisfied customer

Dora shaw

Email address: [protected]@gmail.com or [protected]@cannonservices. ca

Work # - [protected] ext. 33
Cell # - [protected]

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RIU Hotels & Resorts money stolen

This resort steals peoples money. They admit to stealing it and then they do nothing about it. I had money stolen from my locked safe. I went to lodge a complaint and was told nothing can be done. The staff was shady and sketchy. They work together to steal from the costumers. It is disgusting. How can you take someones hard earned money? How can a resort who houses many nationalities be allowed to steal from them? You may find this to be a common thing at the riu but think about it. If they can steal, they can kill and rape. What if I walked in on them stealing the money and was killed or assaulted? You think the stealing will stop? Never until something is done. So will someone have to die? I spoke to sonia and she directly told me she knew who took it but couldn't not get my money back. I will post on every website I can until I get reimbursed.

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RIU Hotels & Resorts management service

First--We checked in around 4pm Cancun time Sept., 14, 2014. We went with the bell boy yummy, i think was his name, as i knew him from the last time we were there.2010, September..The first room was so Smokie, it was like someone forget to open the patio, door.We asked for non-smoking, as i have a pace maker. The next room had people staying in it.. The third room, was good, but nothing in the fridge. We had to ask for it to be stocked, it took 52HOURS to get a remote for the Tv that worked, even aftere taking the broken one down to the desk after waiting 36Hours for someone to come to our room.No matter what we wanted, if we didn, t go to the front desk in person and deal with the manager Hugo, or Arron, we got nothing. The first week was the worst for non food service..The second week I had to go to the maid to get coffee, so i could have it in my room. But housekeeping did a good Job. The second week A Hotel Rep., Met us at the main dineing room and discussed our problem [Thin Dark haired young lady]and said things are getting better for U and Your wife, now, I said to some degree? I felt like saying. IT COULDN, T GET ANYWorse, as we had about 10 items, since we checked in, and As i said on the survey.If it wasn, t for Rickie Bobbies intertainment group, the dinning room staff, head mans name starts with "T' Bar manager SANTOES, I would of insisted on a 50% refund aND WENT home? tHE mANAGEMENT STAFF That was connected to that lady i described, treated us like DIRT after i complained to her, AND THE FRONT DESK..We had small white bugs in our room, and told it was the weather.Our othere friends rooms had problems also, so i know wer were not the only ones. Since in my business, i see about 34, 000 people a year, and ind security, working the odd time with POLICE Departments, and ROTARY CANADA. It, s my Job to notice things and make out reports, for many different Interested groups. We stayed at the Hotel Sept.14 to Sept28, 2014 Room 62 Maureen Kimber/Bill Shardlow

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RIU Hotels & Resorts worst hotel

I am writing regarding the appalling holiday we had at Riu Merengue. This hotel has such poor services and the fact that my 2 and half year old daughter, my wife and I became very ill during the holiday in Porto Plata. My daughter was struck with a virus that caused high temperature and we were suffering from diarrhea throughout the holiday. We did not enjoy our holiday at all and we stayed indoors for the most time. Plus over the weekend the Hotel was swamped with the locals and many of our belongings were stolen. I take this matter up with the management of the hotel, Mr Sousa and after hearing what had happened he offered us a free week holiday in any of the Riu Global Hotels. He assured us that this will be sent to us however after we left he went back on his word and said you need to take this matter up with your travel agency. We will be bringing legal proceedings against this hotel and the management and recommend that no one should use this hotel in the future as there are serious health and safety issues.

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jela001
Sheridan, US
Aug 05, 2014 7:27 pm EDT

How were your belongings stolen if you stayed "inside" the room the entire time? You yourself said unit were too ill to leave the room.

RIU Hotels & Resorts In-depth Review

Overview: RIU Hotels & Resorts is a renowned hospitality company that offers a wide range of accommodation options across various destinations. With a rich history and background, RIU has established itself as a trusted brand in the industry. Currently, the company owns a significant number of hotels and resorts, providing guests with ample choices for their stay.

Accommodation: RIU Hotels & Resorts caters to different preferences and budgets, offering luxury hotels and all-inclusive resorts. The rooms are known for their quality and cleanliness, ensuring a comfortable stay for guests. Each room is equipped with amenities and facilities such as Wi-Fi, minibar, and room service, enhancing the overall experience.

Location: RIU hotels and resorts are strategically located in various geographic locations, providing guests with diverse options for their stay. These properties are often in proximity to popular tourist attractions and amenities, allowing guests to easily explore the surroundings. Additionally, accessibility and transportation options to and from the properties are convenient, ensuring a hassle-free experience.

Customer Service: The staff at RIU Hotels & Resorts are known for their friendliness and professionalism. They are responsive to customer inquiries and requests, ensuring that guests' needs are met promptly. The check-in and check-out processes are efficient, allowing guests to have a seamless experience during their stay.

Dining and Cuisine: RIU Hotels & Resorts offer a variety of dining options on-site, ensuring that guests have a wide selection to choose from. The quality of the food is commendable, and the all-inclusive packages provide value for money. The company also accommodates special dietary requirements, ensuring that all guests can enjoy their dining experience.

Activities and Entertainment: Guests at RIU Hotels & Resorts can enjoy a range of activities and entertainment options provided by the hotel or resort. The facilities, including pools, fitness centers, and spas, are of high quality, allowing guests to relax and rejuvenate. Additionally, the availability of organized excursions and tours adds to the overall experience.

Value for Money: RIU Hotels & Resorts offer competitive pricing for their accommodations and packages. The prices often include additional services and amenities, providing guests with excellent value for their money. When compared to competitors, RIU stands out in terms of pricing and overall value.

Sustainability and Environmental Initiatives: RIU Hotels & Resorts are committed to sustainability and environmental responsibility. The company actively takes measures to reduce waste, conserve energy, and support local communities. Their efforts have been recognized through certifications and awards received for their eco-friendly practices.

Reviews and Ratings: RIU Hotels & Resorts have received positive reviews and ratings from various sources. Guests have praised the company for its exceptional service and amenities. While there may be some negative feedback, RIU's ratings are generally in line with industry standards and often surpass those of competitors.

Booking and Reservation Process: Booking through the RIU website or other platforms is a seamless process, ensuring ease for guests. The information provided during the reservation process is clear and comprehensive, allowing guests to make informed decisions. The cancellation and refund policies are flexible and transparent, providing guests with peace of mind.

Safety and Security: RIU Hotels & Resorts prioritize guest safety and security. The properties have measures in place, including the presence of security personnel and surveillance systems. Additionally, emergency response protocols are established to ensure the well-being of guests.

Corporate Social Responsibility: RIU Hotels & Resorts actively engage in social and community initiatives. The company supports local charities and organizations, contributing to the betterment of the communities they operate in. RIU maintains transparency in reporting their CSR activities, showcasing their commitment to making a positive impact.

Conclusion: RIU Hotels & Resorts is a reputable hospitality company that offers a diverse range of accommodation options across various destinations. With their commitment to customer satisfaction, high-quality amenities, and competitive pricing, RIU is an excellent choice for travelers seeking a comfortable and enjoyable stay. The company's dedication to sustainability and corporate social responsibility further adds to their appeal. While there may be areas for improvement, RIU's strengths outweigh any minor shortcomings. Whether for leisure or business travel, RIU Hotels & Resorts is a reliable choice for a memorable experience.

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