RIU Hotels & Resorts review: Hotel services during a flood in our hotel room

I have just returned home from vacation in one of your Riu hotels in Jamaica ochi Rio’s.

I would like to make a formal complaint after making a verbal one down at the hotel on 24th august 2023.

I checked into the Riu hotel, myself and 3 children aged 14,10,2yrs, on the 14th august for a 2 week stay! Overall the stay was amazing up until the evening of the 23rd.

We returned to our room after an evening out on an excursion to find our toilet overflowing with water. I quickly used all the bathroom/beach towels we had in our room to absorb the water as much as we could whilst contacting the main reception for help. They notified me on the call at 19.10pm that help was on the way! At 19.25pm a plumber engineer showed up and stopped the water from continuing to over flow. He had no materials to help mop up the water, but advised me help was on the way. He even radioed maintenance services to attend with a water hoover before he left. I waited and I waited. During this time, I called back reception over 30 times to the point where I ended up getting no response, I made a enquiry via the Riu app, I even sent my 10year old down to reception to explain it was urgent as the amount of water flooding the room was beyond my control and a hazard as it was even in the hallway of the hotel.

My son who is 2 years old climbed off the bed and slipped in this mess of a flood smashing his nose on the bedside table leaving him with two black eyes that developed the next day!

After 2hours and 2 mins of waiting for help to arrive a man knocked on our door with a mop bucket and mop… Only to then tell me he will come back with more help as he wasn’t told the severity of the water. I then waited a further 15 mins before real help had arrived by this time is was 21.43pm.

It took the two gentleman 50 mins to dry and clean the room as the water flow had flooded the entire hotel room completely. They had to move ALL beds & furniture. My belongings were wet, me & my children were unbathed as we was unable to use the shower due to the floor being covered in toilet water and we had NO towels and we were starving!

By the time we all went back down stairs to eat the restaurants were closed. I was livid! I went to reception to complain and see what could be done as myself & the children had not eaten and couldn’t leave the room only to be told “sorry ms but can you come back tomorrow when a manager is on call. In regards to food you can get light snacks in the sports bar”.

As you can imagine by this time I am furious. I spent over 10 thousand pounds to come and stay at this top quality hotel to be treated in such ways. My son was injured during this time (with a broken nose we come to find out once we have returned home), none of us had eaten and I had to get a taxi up the road to find warm food, costing me extra money due to the lack of service, empathy and care the Riu showed us during our stay.

I felt absolutely unheard, ringing a help line (reception) only to be told over and over again, “Someone will be with you soon”, then after many calls I was just rung out to the answer phone.

No one pays this much money to go on holiday to have to be treated like this. I wasn’t given any good option for warm food for myself or the 3 children, a room change or even any medical treatment for my son.

I want this complaint to be dealt with to the best of its ability as it honestly ruined the end of my holiday with my children.

I spent my hard earned money to come for an experience of a life time be treated as if our needs and safety did not matter. This is not on and no one staying or coming to the Riu hotel should be dealt with in such ways.

Please get back to me asap

Kind regards

Zoe Osborne-smith

[protected]@gmail.com

[protected]

Room 1249