CB Hotels and Accommodations RIU Hotels & Resorts RIU Palace Riviera Maya

RIU Hotels & Resorts review: RIU Palace Riviera Maya 1

Taylor/Lee of PARMA, US

May 10, 2024 10:02 am EDT

Verified customer

Review updated: May 14, 2024

Featured review

Good morning,

I visited the RIU Palace Rivera Maya last week and ran into a few problems while staying at the hotel. Below are the details:

1. My husband and I dined at the Krystal, and I ordered the sea bass for the main dish and was very unsatisfied because it was overcooked, and the sauce was hard on the bottom of the plate. I did speak with the waiter and told him about the problem, he apologized and offered a different dish. We then ended the dinner, and I went and spoke with the manager by the name of Omar, and he took my room number and said he would find out what went wrong and let me know, but I was never approached with an explanation.

2. My husband and I were at the lobby bar with 12 other people and were having a great time when we came across a young lady that was approximately 20 years old who was drinking very heavily and could not make a reasonable decision. We all noticed five men surrounding her and kept suggesting that she drinks more shots, and she did. All of the guests were very concerned for her safety and reported this to Omar, the manager. After about 10 more minutes, we asked the manager to please come over and help with the situation. He did, and he asked the young lady a few questions and told me and the other guests that she said she knew the five guys and there was nothing else that could be done. We continued to watch for approximately 10 more minutes, and all five men continued to feed this young lady alcohol. She continued to become even more drunk, and the five men walked the girl down the stairs and disappeared. Approximately 20 minutes later, the young lady and one of the men walked back into the lobby, and they proceeded to walk toward her or his room as she was stumbling. We again approached the manager (Omar) and voiced our concern one more time, and his response to the me and the other guests was that we were discriminating and told us to basically mind our own business. At what point does the RIU become responsible for taking care of their guests to make sure they are safe? We all understand that she is 20 years old, but she was too drunk at that point to make a decision. As human beings, we were all just looking out for an individual who potentially might have become a victim of rape from five guys that she clearly just met while on vacation in Mexico. We, the guests, were very taken back by the response of a manager of the RIU Palace Riviera Maya.

3. My husband and I have been to this hotel five times, but this last time was very different and disappointing.

Desired outcome: I would appreciate if this matter in looked into, and I receive a response back. We also are looking to return in December but want to make sure this is addressed before returning. Thank you,Theresa <span class="replace-code" title="This information is only accessible to verified representatives of company">[protected]</span>@yahoo.com216-702-2186

Confidential Information Hidden: This section contains confidential information visible to verified RIU Hotels & Resorts representatives only. If you are affiliated with RIU Hotels & Resorts, please claim your business to access these details.

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E. Fahey

9 comments

E. Fahey

May 14, 2024 4:47 am EDT

Verified customer

Reach out to RIU Hotels & Resorts customer service to formally report your experience and express your concerns. Include all the details about the issues you encountered, especially the safety concern involving the young woman. Request a follow-up from management and any actions they plan to take. For future stays, consider researching recent reviews to ensure the hotel's standards align with your expectations.

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C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain

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Oct 30, 2024