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RIU Hotels & Resorts Complaints Summary

21 Resolved
459 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 480

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3:27 pm EST
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RIU Hotels & Resorts unprofessional service via manager & general manager

Attn:. Mr. Luis Riu Güell
Chief Executive Officer
Attn:. Carmen Riu

I am a US Citizen. I am writing this letter to you regarding the deplorable experience and the unprofessional behavior of the Manager and General Manager at this resort that we had at the Riu Palace Peninsula, Cancun, Mexico.

Room: 908 Suite Jacuzzi OV
Check in: January 08, 2014
Check out: January 13, 2014

Complain:

January 13, 2014 at 12:30pm I got a call to my room from front desk. Front desk ladies said me clear: "You should do your check out before 1:00pm, for avoiding any extra charges for late check-out". I said: "Ok, I will be there in 10 minutes". I was on the front desk at 12:43pm, there are was a line for check out, and when my turn came, it was 12:50pm (Before 1:00pm).
The Manager Jessica Cauto said: "You should pay extra charge for late check-out", I said about the call to my room, and before 1:00pm no any extra charge, but she said: "Yes, you got the call, but you have to pay". We discussed about this mistake around 10 minutes, with her, and after that she said: "Right now is 1:00pm, so you have to pay!" and she smiled mischievously to me. The Manager Jessica Cauto can't speak English fluently so why does she have this position?

All that time the General Manager Alessia Lisco stood behind her and she couldn't help me, and all that time she just looked on this situation without any intervention and resolution of this problem. At the same time, two other customers had the same issue on the front desk, and they did complaint in raised voices.

I absolutely love your 5 star hotels. I paid 3, 200.00USD, and that is ridiculous that they charged with me 15.00USD (Invoice are attached) for not my mistake and they both, the Manager and General Manager couldn't handle that situation, why do an unprofessional service staff have a high position like this?

Sincerely,
Maxim

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RIU Hotels & Resorts Injury

Vacationed form Aug 31 to Sept 5th. On Sept 3th was out to lunch at 1:00 them went to the beach for about an hour. then decided we would go to the pool area at the hotel (Rui Palace Paradise Island where we were staying). Was there for 10 minutes and decided I was going to get a mat to float on. When I went to get on of the pool I fell on my knee and elbow. It was a full fall down very hard. About 8 people rushed to help me as they said you really went down hard. I couldn't walk and my left leg, knee took the full hit. My fiancé went to the deck to get help and a wheel chair. they were very slow to respond. I ask for a doctor or nurse or ENT. THey have no one there on the property to help. so they go me up to my room in a wheel chair and said the ENT's were called and on the way. That took 2 hours for them to get there and I wanted to see the manager of the hotel. He was busy (Inigo Berastain, Manager). Finally when the Ent's got there I called on the hotel room phone and said if the manager is not in my room (1224) in 5 minutes I was going to call the police and make a report. He was in the room in about 4 minutes. I explained I was hurt bad and I couldn't walk on my left leg. The ENT (Dodridge Lewis) said my leg easn't broken but it look like a fracture of my knee cap and not to walk on it. The manager offered no help except to use their wheel chair or go to the public hospital and use my charge card to pay for service. I said I think I will wait to get back to the usa and have it checked out. We said 3 other people fall around the poll area while we were there. Pool area was very slick, White oil based paint with no texture. When I got back I went to the hospital emergency room (St Joseph Hospital) and was told my leg was swelled up way too much and something was wrong. They did blood work and said I had Cellulitis. a serious skin infection. I had to stay there to get antiobotics in my blood stream asap. Then they gave me a strong pain meds as I was hurting bad (about an 8 on the pain scale). When I went home I had 4 kinds of meds to take (Keflex, Oxycodone, Motrin 800mg and ROBAXIN 750 mg). I also pull my back out in the fall. I have pictures and witnesses for this ordeal. I expect for Riu Palace To take care of there guest! I believe they should pay my doctors and meds costs and redo make vacation so I can enjoy it. There response was very bad and not prepared at all.. I am 60 years old and I really wanted to enjoy this vacation with my fiancé. What can I do at this point to get RIU to do something! I have all the paper work and witnesses for this issue on Sept 3 and am Still not back to normal after 2 weeks of pain and suffering.
Please hell me with this issue. Vacation was booked by Southwest travel.
Richard Woolsey [protected]

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hate4Riu
, US
May 04, 2014 8:55 pm EDT

I was also injured at a Riu I slipped on wet tile and had to get 17 stitches in the back of my head. The hotel management did not even help me to the taxi and then blew me off anytime I tried to get info on the accident report. I feel your pain and have started a facebook page www.injuredAtRiu where I hope you will share your story. I am hoping to get some attention for the many many people who have been injured at a Riu and then treated like garbage.

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Really?
San Diego, US
Oct 05, 2013 4:52 pm EDT

If you read my posts, you will see that I am kind of an ### to those that don't use common sense. That being said, I have a couple questions:
1. Why would you expect a resort to employ a doctor or medical staff?
2. It appears you are upset with the RIU because it took 2 hours for the EMT's to arrive. How are they responsible for this?
3. Let me tell you how litigation works in this situation. A person must use a reasonable amount of common sense when trying to assign blame. In your situation, you were in a pool that as any adult is aware, has certain dangers. Most are posted on signs that are ignored by those on vacation. You slipped in water. In that pools are filled with water you will have an extremely difficult time proving fault.

The RIU should send you a letter acknowledging your disappointment but nothing else. Your injuries weren't even bad enough for you to go to the hospital! Really? Then at your convenience from home you go and then learn that your bad decision resulted in an infection. Be an adult and accept responsibility for your situation. Get over it and get well!

Have a nice day.

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RIU Hotels & Resorts scammed

Our story, like so many others, started on april 4th, our 4th wedding anniversary. The hotel riu palace macao in punta cana, dominican republic looked and seemed to be a 5 star resort. Until we made the bad choice of entering the dream’s casino which was attached to the riu palace hotel. My wife and I entered the casino to observe and to see what the casino was like. We were quickly approached by a hostess. She was full of smiles and presented us with $20 in free money to play their new table game in the far right corner of the casino. I asked her if we could use the money to play slot machines and she quickly said “no”, it was only good for that particular table game in the corner. After persistently asking us to give it try, we agreed and she escorted us over to the table.
The dealer told us the game was called “double down”. The dealer was a younger man, probably in his early thirties and nicely dressed. He began explaining the game which consisted of a 2’ x 2’ box which had many holes drilled in it. So when we threw the 8 marble balls in it they would fall into a hole and whatever number was by it would be added up for a total for that roll. To the left of the table was a board which was divided up amongst 50 boxes. Each box had either a number value, a zero, 4 of the boxes were “double your bet”. And there were also 4 sets of colored boxes, so if you rolled all 4 of those numbers, you would get either $1, 000, $2500, $5000, and $10, 000. The dealer said to win the game you must get to 50 points. The game starts with a $10 bet and the jackpot started at $400. We threw our first 8 marbles and the dealer adds up the total, we look on the board of squares and it reads “double your bet”. Our next bet is now $20 each roll and the jackpot doubled to $800. We throw 1 more time and we get another “double your bet”. The dealer quickly lets us know that this has never happened and we are starting off the game very well. He has nothing but positive things to say. While this was going on, there was an older man who frequently stuck his head into the game to see what was going on. I suppose like a pit boss. When he saw we were betting $40 to win $1600. He quickly made a similar comment that he doesn’t see this very often. Meaning the jackpot was increasing so fast and our price per bet was still so low. Keep in mind, the entire time playing, the dealer told us our jackpot was so high that no monies would be taken out of our account. The dealer said they would only need verification of funds. That was all bs. I believe the next roll was a 25, and before long we were at approx. 35 points. Nothing could go wrong for the first dozen or so rolls and you can see on the original hard copies included in this report. Once the bet amount exceed $10k, the dealer requested we showed proof that we could cover the amount in case we decided to leave the game.
You cannot lose in this game, you can only give up. By this time, both the dealer and the older guy are sharing the involvement in this scam. Located next to the table was a door and a small office inside. Set up with a small desk, computer w/ internet and a telephone, making it very easy for a victim to access their bank accounts. The jackpot was now $102, 400 with only 1 more point to get to win. Our next roll is another “double your bet”. Unbelievable! The older man quickly comes back to the table to throw a “private party” sign on the table. We thought it was strange but continued on. We now realize it was to keep other people from being involved and possible exposing their scam.
The jack pot is now $204, 800 and we still only needed 1 more point. Always 1 more point. Without a moment’s notice, the dealer tells us they will allow us to have 3 additional rolls on credit since they are telling us we are definitely going to win. The dealer even pulled out a calculator to show us what the odds are that we will win in the next 3 rolls. Both of us are feeling the pressure, my wife is in tears, I am pacing the casino floor not sure what to do. The older man walks up to me and offers me a xanax (or equivalent) to help calm me down which I did not take, who knows what it could have been. While my wife and I are contemplating our next move, a 3rd person approaches us and starts making small talk. This person is gary, regional casino director for dreams casino’s. A photo of his business card is also attached. We think the dealers’ name was alex and we are not sure about the old man but we will never forget their faces. Gary was speaking to the old man close enough for me to hear him say they needed to call the owner because there is not enough money in the vault to cover the jackpot.
Regretfully we decide to roll another time and the dealer adds up the number quickly and the result is a 0 (no points). Still need 1 more point and according them, there is no way we can lose now, yeah right. We roll one more time and we get a winner!, not so fast, its only $1000 which he quickly subtracts from the total and the dealer states we also get a free roll. So without nothing more to lose, we throw our last free roll and it totaled to a number, I believe it was 49 or something. We looked on the board and yep, 2 points. We are over the 50 point total, we won the jackpot. Without a moment’s notice, the old man shouts out 43 (not exactly sure if that was the number). Number 43 on the squares is a 0 point. He said we did not win. Before I could even ask to recount the marbles they were already scooped up and ready for the next roll.
Gary the regional director is now getting involved in the discussion. He said not to worry about it tonight, go back to the hotel and get some rest. We can continue the game tomorrow. The dealer wrote down where we left off in the game on a document which has no casino name, no reference to the dreams casino anywhere. I have also included a scan of the original document. The dealer stapled the corners and sides so no one could open it. Gary offered to meet us the following morning at noon in front of the riu hotel/dreams casino. The night was long, we could hardly sleep and in the morning we agreed that it was a scam. Especially after reading all the similar stories/blogs on the internet. We wanted our vacation back.
The next morning we started walking down to meet gary which wasn’t very far, the casino is actually part of the riu hotel. Just as we came up to the casino, gary pulled up in his suv with a child inside. He said the child was his but who knows. He pulled us both aside and told us he could not sleep all night, that he explained to his wife about the night before and that she told him to do the right thing. Gary explained to us that he and his wife have plans to return back to the usa and to quit the dream casino. He said the game we played was a fraud, there was no way to win and do not roll anymore times. Also, the casino hasn’t paid him and his staff for over a month. He said he was done with that casino, and would help us out. He begins to tell us both, “if we give him his commission (10%), he would give us a “paid in full” receipt with his signature”. He said he felt bad because he hasn’t seen this happen too many times and wreck family’s vacations. We told him we would do it as long as he would give us all the original paperwork and a paid in full receipt. He said he would but not until 6:30 that evening. So we drove up to the bank, remember his kid was in the car so we had no worries. We drove to a bank called blanco bhd, carretera areana gorda. Plaza caney 1, bavaro. Gary came into the bank with us and that bank only allowed us to remove $1000 of the $1750 he requested. Thank god. After we got back into the suv, gary quickly took the $1000 and stamped the document “paid in full” and signed it. The paid in full stamp just happened to be in the center console. I told him he wasn’t getting the remaining $750 until we get the original paperwork. He said the $1000 was good and that he would meet me at 6:30pm like we discussed. As we were driving back to the riu hotel, gary made some comments such that the old man and the dealer were a father and son duo. Interesting, because the prior day, the older man said he wouldn’t be able to pay us the jackpot right away because he would first have to verify our relationship to the dealer.
After paying gary the $1000, we called huntington bank to report the fraud and to lock down all our accounts. The bank said there were 2 charges still pending. She said she would put a stop on these pending transactions immediately. Unfortunately, she did not and the money was withdrawn from our account.
Gary dropped us off at the hotel and said to go and enjoy your vacation and he would see me later at 6:30pm. I went down to the lobby and gary was there waiting. He asked me to get into his car to go for a ride. I told him no way and we began walking away from the riu hotel. After a short conversation between gary and i, he handed over the original hardcopies. He then went on to tell me how much trouble he could get in if someone found out what he did for us. I asked him, is this over, can we go enjoy whatever is left on this vacation. Gary said, well, not so fast, he told me it would be safer if we changed hotel rooms, did not answer any phone calls to the room, and definitely do not answer the door if someone knocks on it. We switched our rooms and the phones rang many times between 11pm to 1:30am the next couple nights. It was none stop but we never answered. We also found notes in our door from the casino.
The next morning I went down to the lobby and demanded to speak to the riu hotel manager. They arranged a meeting in a closed door office. She (dasha) would not talk to me out in the lobby because she didn’t want anyone to hear what I was saying. I told her my wife and I were scammed for a lot of money at the dreams casino and told her we switched our rooms for safety and I wanted to know why we were getting phone calls and notes left at our new room number. I specifically told dasha that I wanted to be left alone. Dasha said “she was not aware of any scams going on in the casino and if there was, there is nothing she could do about it because the dream casino rents the space from the riu hotel”. The harassing phone calls lasted until the night before we left. Since we realized we were scammed, we did some on-line searches to see what other people had experienced at the dream casino. We read many other blogs which described the same scam my wife and I went through. I am including these blogs at the end of this document and could also be accessed thru this link.

http://www.tripadvisor.com/ShowUserReviews-g147288-d1019356-r154131040-Riu_Palace_Macao_Casino-Dominican_Republic.html#REVIEWS.

The night before the day we were leaving to go home, around 1:30 in the morning, the phone began ringing off the hook. I did not answer, just like I was told. It rang for approx. 10-15 minutes, stopping and restarting again numerous times. Around 2:00am, someone began knocking at our door. I did not answer it, just like I was told. It was 1 person because I can see feet under the door. My wife and I couldn’t sleep all night and wanted to get home as soon as possible. Our plane was scheduled to leave the next day around 3:30pm but that was not soon enough. At 2:30am, I got up to use the bathroom, and there was a note under my door. The note read something like this:
Drug trafficking and vandalism is a very criminal in the dominican republic. We have all your personal documentation. You will never make it out of the country and the police will stop you at the airport.
My wife and I couldn’t fall back to sleep and woke up very early the next day so we could try to catch the first flight back to the usa. That flight left at 12:30pm and the original flight we already paid for was leaving at 3:30pm. Like I said, we just wanted to get back home. We also emptied out all our clothes too to make sure no one came into our room prior and planted drugs in our suitcases. So we left out the back of the riu hotel and worked our way around to the hotel next door (also owned by riu) so no one could see us when we left. We did not trust the riu hotel staff anymore. We called a taxi and left for the airport. We were the first ones to arrive at the airport. The gates didn’t open until 9am. Once we figured out that american airlines was the first plane out, which was to miami, we booked the flight. We just wanted to get home. Just as the gate attendant was handing us our boarding passes, my wife turned around and gary from the casino was standing directly behind us. He yelled something in spanish to the airline attendant. The attendant asked if we knew him. We said he’s been scamming us at the hotel. She quickly gave us our passes and we headed directly to the security entrance into the airport. How did gary find out we left for the airport early? No one knew except if we were being watched or someone at the riu hotel notified them. We believe many people were in on this scam. Gary followed us the entire time yelling out to us, “you will never make it out of the airport; the police are looking for you.” we didn’t stop and kept on walking. Finally we made it through security, as we looked back, we could still see gary standing there on his cell phone speaking in spanish. I never knew what he was saying or who he was talking too. Unfortunately, we didn’t get out of the airport until 10pm that evening because the plane had a malfunction and we had to wait for the last flight out. The entire time we sat in the airport waiting for something more to happen, thankfully nothing did. My wife and I both received another phone call from gary the following morning but we ignored it.
This needs to be stopped. The dates on the blogs go back approx. 10 years. We believe apple vacations and riu hotel macao are aware of the casino scams but still promote this casino has their entertainment and profit from it as well.

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Steven Johns
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Feb 20, 2023 3:04 pm EST

Not Resolved

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RIU Hotels & Resorts internet service

Riu Santa Fe Los Cobos uses BBG as their service provider. The free 90 min choice per day, has to be used all at once, can't be broken as you then have to wait for a 24 hour period. The service is very poor, always drops, once I deceided that there may be a upgrade so I tried later in the day, of course, my initial try was earlier, had to wait 24 Hours? Also, there was a connction issue, me, the customer would have to speak to the BBG tech support, the Hotel wan't allowed to speak to the support on why the Poor Connection, that they the Riu are pay for, to the paying customer of the hotel- ME !

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RIU Hotels & Resorts made to pay for defective furniture

We stayed at Riu Cancun recently. One night I sat on one of our plastic balcony chairs and it broke right out from under me. Mind you, I am not a large or heavy person. There was something obviously defective with the chair. Upon checkout we were told we were responsible for paying to replace the chair after I explained how it happened. How I had simply sat in the chair and it all of the sudden broke out from under me. Didn't matter to them, they told me there was nothing they could do, would not listen and charged me $70 to replace it. they REFUSED to let me speak to a manager, and instead directed me to the customer service girl who was just as useless. They hinted that I must have done it on purpose, that I may have been drunk or carelessly flopped down on it. So now I've paid for a piece of defective furniture that another gut may have done something to and they were not understanding or willing to listen to me.

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RIU Hotels & Resorts cocoraoches

I went to the Riu from Sept 28 to Oct 11, 2012 and my stay was not comfortable like it was last year. My mother and I were placed in room 1205 and on the 2nd day we started to notice cockroaches, first there was one and at night we would see another one. When we went to the front desk to complain, housekeeping came upstairs and sprayed the room but more cockroaches came out at night and early in the morning. We did ask for a room change and we were place in rm 1306 which was fine until we saw a cockroach again. While I was staying at the Riu we invited our family to come and spend a night at the Riu, they were staying at another hotel. When they met us for breakfast the next day they told me they saw cockroaches in there room as well. I felt so bad because they were not having that problem at the hotel they were staying at. I felt very disappointed and truly I don't know if I would go back.

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RIU Hotels & Resorts Iphone stolen from the safe

Luis Riu, President and CEO
Carmen Riu and Luis Riu, Jr.

Dear all,

I hope this finds you well. I am writing to report an incident happened in one of your hotels, which made me feel very disappointed.

My boyfriend and I stayed at the Riu Cancun (Cancun – MX) in the room 209 from 10/12 to 10/21/12 and I had my Iphone stolen from the room. We kept all our belongings (cell phone, laptop and cameras) locked inside the safe every day, however, the only day I left it opened because we left in a hurry for the Chichen Itza tour, it was taken from inside the safe. I spent the whole day remembering that I had left the safe open, but, at the same time, trying to convince myself that there wouldn’t be any problems ... After all, we were in a "5 stars" hotel.

Once we arrived back at hotel around 8 PM, there was a warning "do not disturb" on the bedroom door, it had not been organized and my iPhone was no longer there. At the same time, we advised the reception and two guards came to the room. They searched everything: bags, closets, looked under furniture to ensure that the phone wasn’t really there. As they did not found it, they made us lots of questions and said they would conduct an investigation.

The next day we were informed that the hotel staff (maid and minibar) is instructed to not clean and not fill the minibar if they come into a room where the safe is open and that they must put the sign on the door. In our case, it was the maid who reported the safe open, but the person who supplies the minibar had already passed through the room. Only two people entered the room and nothing was done by the hotel management! They only said that they were interrogated and, obviously, said they didn’t take the phone. Whoever has stolen is still working there.
Moreover, we had to hear phrases like "your phone was supposedly stolen" or "we do not know if it was actually stolen or if you lost it, " implying that I might be lying.

Several times I said I had used my phone with the assistant Paola at the front desk of the hotel and they could check the lobby cameras and see that I really had my cell phone when I checked in at the hotel.

I am writing this email because I am still extremely disappointed with the stealing – I’ve chosen the hotel carefully, researched many in Cancun. Besides fun, our intention was also to relax and enjoy the hotel, but how can this happen if there is no security inside the rooms? My Iphone was not in the pool, in the restaurant or lobby where there are several people all the time. He was inside the room, where only two people entered! And I am shocked with the fact that there are no cameras in the hallways and elevators, and the hotel receives an extremely high number of guests every day.

I am looking forward to know what are the procedures to solve this kind of matters. I've sent an email to '[protected]@riu.com' as Mr. Miguel Perez (Riu Cancun Subdirector) oriented us, but I haven't received any answer at all.

Looking forward to hearing from you.

Maria Rita

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Flygirl81
Aldan, US
Jan 29, 2013 11:33 am EST
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dont expect a response from those a**holes. they threatened to take our passports from us if we did not pay for a defective piece of furniture that broke in our room during our stay. Even after i threatened legal action, they kept claiming it must have been a language barrier, and since i paid the charge that it was an admission of responsibility and there was nothing they could do. the thing they completely glossed over was that we were threatened with having our passports taken away. they had security follow us out and one of them tried to snatch my purse to look for my passport. they backed off after i screamed and yelled and caught the attention of customers checking in.

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Flygirl81
Aldan, US
Jan 29, 2013 11:29 am EST
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dont expect an answer, trust me...i stayed there last october also and i STILL have not gotten any response from them. Even after threatening to get a lawyer because in addition to making me pay for defective furniture that was not my fault that it broke, they threatened to take our passports away so we could not leave the resort if we did not agree to pay for the chair.

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RIU Hotels & Resorts fake/counterfeit alcohol vodka

Fake Counterfeit Vodka being served Riu Palace Macao Punta Cana Dominican Republic.

I was staying at Riu Palace Macao, Punta Cana, Dominican Republic from 07 Sep - 21 Sep 2012.

The management & staff are knowingly and with consent serving fake counterfiet Vodka from Premium Branded bottles of Smirnoff red label and Stolchen Vodka.

For 3 days I tried all 3 bars to get a Vodka seven up with none serving the real vodka that was supposed to be in the Branded bottles being used to pour from and they all had the bad smell and horrid taste.

I tried all 3 bars of just vodka to make sure it was not the mixer, the mixer (sprite/seven up) was fine.

After 3 days of having to leave numerous horrid tasting drinks of "Vodka seven up' and proving it was not the mixer, I' complained to the Duty manager, Manny.

I took with me two glasses with only the so called vodka in, one glass was from a Smirnoff Vodka Red Label Bottle the other from a Stolchen vodka bottle.

Both had exactly the same horrible taste and smell.

Manny took me to see the Bar supervisor, Benitino who got a sealed bottle of Red Label Smirnoff vodka from the store and we opened it and tested it against the two counterfeit drinks provided.

They agreed it was obvious the two fake drinks were not real and gave me the Smirnoff bottle to have drinks from that night.

I naturally expected the next day for all the Fake Counterfeit Smirnoff and Stolchen to be removed from the bars, but it was not...

I complained again the next night and nothing was done, no one did anything but to tell me to keep asking the barman to get me another drink, which was pointless as I got the same fake counterfeit drink again no matter whether I ordered Smirnoff or Stolchen.

The next morning (09.30) I complained to the tour operator Rep, Juan Carlos, who went to see the manager and they then took me to see the Bar Manager, Jesus.

I explained again about the fake counterfeit drink being poured and served from premium branded bottles of Smirnoff Vodka and Stolchen.

Jesus told the barman to get a sealed bottle off the shelf, I said get the opened ones from the bar and a sealed one, the opened Smirnoff Red Label from the bar had the horrid smelling nasty tasting counterfeit fake product in which was again proved without doubt when we opened the sealed bottle to compare.

That day and night the drinks from all the bars were the correct real product in Smirnoff and Stolchen... hoooray

BUT, The following night the counterfeit was back in the bars with the horrid smelling nasty tasting fake counterfeit product again being served in every bar from branded bottles of Smirnoff & Stolchen.

I immediately complained to the manager, Widny, who was not the least bit interested and told me to ask the barmen for another drink or use the 'Real' vodka they had put in my room bar.

Now, it is fairly obvious that the Management are condoning and allowing fake counterfeit liquid to be served from Premium Branded labels of Smirnoff and Stolchen, two internationally renowned brands, which is illegal, or the management are knowingly buying counterfeit product for use in the bars and deliberately trying to fool the customers to think they are being served the premium brand they have PAID for, which is also illegal.

Neither of the above is acceptable and I am seriously considering whether I will use a Riu ever again having previously stayed at Riu in Mexico and 2 others in Dominican Republic & was considering trying the Aruba for next year.

I am sure these internationally renowned brands would not be happy to hear of another commercial robbery and the use of fake counterfeit nasty smelling horrid tasting product being deliberately & knowingly served from their premium branded bottles which would make many not want to buy the product to use at home.

I sent the above complaint to Riu but it goes to the same hotel for them to cover up!

I did say and e mail that the Director Miguel Rodriguez may want to let your staff know of the recent case (March 2012) of the Spanish bar owner who has been jailed for 3years for selling and serving counterfeit fake Smirnoff Vodka.

It would not surprise me if Smirnoff & Stolchen reconsider whether they permit the continued supply of their products to the Riu chain worldwide, not just the Palace Macao.

I naturally expected a response within 4 days from the Riu chain which professes to provide top quality service & attention to detail in order to guarantee their clients complete satisfaction' ?

This is obviously not happening here and I am certainly not planning or considering returning to this place and now am reconsidering the use of any Riu again.

After 3 more days of complaining and still getting served the ‘Wrong Vodka I got an appointment to see the Director General, Miguel Rodriguez at 7.45 pm as he was not available during the day...

I went down to see him at 7.45 pm and was told he was not there... I refused to leave and told them I was going to contact UK and the local rep immediately by Mobile phone while standing at the desk, two minutes later I was taken to his office behind reception where he had obviously been.

His reaction to my written complaint above that was sent direct to him was that I had now been Identified to all staff and they had been told I was to get the ‘Real Vodka’ no more mistakes... and continued with, I could have another sealed bottle of the Real Smirnoff.

Yes I was absolutely amazed that he did not try and deny the fact that they ARE using premium branded bottles of Smirnoff Red label Vodka and Stolchen Vodka to serve a bad smelling bad tasting substitute instead of the real product.

Oh and I still havent found a Main Office for this Chain to complain to as it appaers that emails go to the same hotel for them to cover up

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RIU Hotels & Resorts was the riu hotel a part of this scam?,

To Whom It May Concern,
I am writing to I inform you of illegal and fraudulent actions that a Travel Agency that has a current IATA and/or TRUE number and does business as Reko Tours/Sunny Vacations/Caribbean Holidays as well as the websites listed below at the end of this email. The agency is currently located in Brooklyn New York. It's " managers " are George Tsapelas and Vicky Stephaneau. I had a contracted with Reko Tours for 26 rooms at the Riu Palace Aruba Resort May 24-28, 2012. After being in constant contact with the agency and the reservation specialist at Riu corporate and after making full payment of over $43, 000.00, I was assured everything was in place for my group. Upon arriving at the resort and shortly after my group began to check in, I discovered thru numerous phone calls, emails, text messages, and faxes that Reko Tours' check payments to the Riu Palace Aruba for my group had bounced and my entire group had been canceled for non-payment. I paid Reko Tours in full and they never paid the resort. I was made to secure the group's stay that weekend using my personal American Express Credit Card for which I am disputing, for the second time. I was in a foreign country with 48 clients, a wedding ceremony, and a anniversary celebration with the threat of being locked out of rooms for non-payment..
I have emails, text messages and voice mail from George Tsapelas indicating he was having trouble with the resort, but him making payment to Riu Resorts on behalf of my group has nothing to do with me.
I have since retained an attorney, contacted the Better Business Bureau, the Brooklyn Attorney General's Office Consumer of Protection Affairs and the Attorney General's Office of Internet Fraud.
I wanted to make the public, travel agent/agency/consortium/host agency community aware of this criminal activity. He continues to do business using the above names and has also scammed others. I am in contact with an agent who also had to repay once she arrived at the Riu Resort in Mexico. She and other agents were on a FAM trip booked by Reko Tours/Sunny Vacations/Caribbean Escape. They too filed with American Express to retrieve their money back.
A Vice Principal from Tennessee booked air travel using Reko Tours for a group of students traveling to Europe. He was scammed out of $25, 000.00 due to the agency not booking the flights/changes to the flight. He has filed a complaint with the Tennessee District Attorney regarding the agency.
The agency is still doing business. I am still pursing a civil case as well as a criminal case. I am seeking to involve the US District Attorney since he has scammed people using the Internet and across state lines. His information is below, PLEASE WARN AS MANY PEOPLE AS YOU CAN about his criminal activity.
The $4, 000.00 check that he sent to me bounced!
I can provide documentation and other proof of the above charges. Please contact me if you are willing to help me with my case or need additional information to ban this agency from doing business with you or your clients.

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RIU Hotels & Resorts missing money

Upon my first trip to Jamaica, I stayed at Riu Ocho Rios in room 1452 with two friends 8/17/12 - 8/19/12 (beautiful resort with immaculate views) to begin, we left Miami and arrived at the resort from MBJ airport around 5-5:30pm. It took about 45-min to an hour to check in but they had "welcome punch" which was very good while you wait. Calecia assisted us at the desk with getting our room and was very pleasant. They gave us a suite instead of the ocean view standard that we requested, so we were delighted until we got there and realized it was a lover's suite (open space w/ no privacy in the bathroom) and we were just 3 gals looking to enjoy the island lol ! so we asked if we could have a regular room. They moved us on the other side which was really nice, and I was happy bc it seemed to be less children on this side of the resort. We roamed the resort after check in and dinner, and enjoyed the MJ impersonation. The next morning, we went down to breakfast (loved the variety) early to get an early start. We then went to talk to our carib vacations rep to set up our excursions at Dunn's River and Mystic Mountain. After paying, she explained that we had about 10 minutes to go change and prepare before the bus arrived to pick us up. We ran up to the room to change. In the process of changing clothes I took the money from my pants pocket and sat it on the bed, in the midst of running out, I left my money on the bed ($120 US) and realized it when we were renting the shoes for Dunn's river and my friend had to loan me the money. I immediately used the phone at Dunn's River to call the hotel to let them know. I spoke to Calecia, who stated that she would let housekeeping know. Upon returning, I found a note from security letting me know that they had the money and to call. When I called the security guard came with an envelope which held $40 ! I asked where is the other $80 and he stated that he had to call the head security because that's the only thing they had.. When the head security came, he seemed very stern and didn't seem friendly at all. He explained that it's their policy that they can't reimburse me at that time and asked If I wanted to call the police I explained to him that I absolutely wanted an officer to come and he quickly left the room. About 10 minutes later two guys dressed in plain clothes (only one presented a badge) as Officer Hendricks (badge # 10811) came in immediately questioning me about the situation. I felt very uncomfortable with the line of questions and the manner in which they were talking to me that i got online and sent a message to my family to let them know what was going on in case something went wrong. About 5 minutes into the conversation, I felt like I was on trial or if I did something wrong bc they were insinuating that maybe I misplaced it or I was making it up. When clearly I explained what I left there, and what I spent. I even went as far as going online to show the guard my bank statement showing how much I took out right before the trip. He then explained that bc it's simple larceny I had to go down to the St. Anne Police Station (so while on what was suppose to be a relaxing get away I had to spend almost 2 hours of my vacation inconvenienced at the police station which made me very uncomfortable and nervous). He finished with the report at 7pm There were no computers and the police station sat in the middle of a very busy (chaotic) street where people were outside and I guess it was something I just couldn't get used to. But I had to take the necessary steps in getting this solved so I had to deal with it. After handwriting the statement, where I was further interrogated, having to answer questions about my job, how much money I make, where I live and who resides in the home (unnecessary), we were dropped off to the resort and I was given a Constabulary Force Customer Reference Form number 828703. When asked if I could have a copy of the statement officer Hendricks explained that the copy machine wasn't working and I would be emailed a copy of the statement, and they would follow up with me about this matter. Today 8/26/12 officially makes one week since I returned to the US and I haven't received a call nor an email from Club Riu Ocho Rios nor from the St. Annes Police Dept and I'm truly disgusted. Although $40US was returned and $80US was missing, it  really inconvenienced the remainder of my trip leaving me limited and unable to enjoy the rest of my time in Jamaica. In the midst of this trip my uncle passed the day before 8/16 and I was undecided if I should board the flight or stay home but I thought that a few days at a reputable resort would ease my mind and help me prepare for the tragic situation that I would return home to, but I actually left the island with more stress than I needed. It's really bad because I planned to bring my family back to Jamaica in April for Spring Break and I planned to stay at Club Riu Ocho Rios but after this horrible experience I'm uncertain if I ever want to return because I left with such a bad experience. Which is bad because outside of the missing $80, I enjoyed the resort and my experience in Jamaica. Had it not been for the sticky fingered employee, I would've given my experience two thumbs up but right now I have a bad rapport with Club Riu Ocho Rios and hope this can be resolved. In a timely manner. I hope to hear from someone soon.

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RIU Hotels & Resorts theft from locked room safe

Just returned July25, 2012 after a week at this all-inclusive RIU property with my wife.Our room safe was breached day before leaving losing all our $US from my wallet.The management could not have cared less about our plight. I know cash is difficult to prove and compensation unlikely however you expect some emapthy from the hotel manager who walked around all week pretending to be a caring leader.The manager, Frederick just walked away to eat his dinner saying it's never happened before and it's impossible.Without going into all the details it should be known what a terrible unsafe operation the RIU has in Puerto Plata.The resort has many hard working kind people however the management appears to be corrupt and totally uncaring.Please do not suffer a possible similar situation by going here.

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bbarton
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Oct 22, 2015 5:19 pm EDT
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We have had the same issue at Riu tikida palace Agadir. We also had English sterling stolen on our last day from the room safe - the manager just like yours was arrogant, rude and extremely unhelpful. Said it was 'impossible' for the safe to be broken into. We have since read on-line it has happened at numerous Riu hotels. My husband and I believe both the hotel managers (ours was called Alberto Abram) must have been on the same training course - instead of 'Riu service' it should be called 'Rude Service'. We will not be returning to the hotel

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RIU Hotels & Resorts terrible family vacation experience

Re:Holly Guevel
Please see attached complaint regarding my recent stay at the Riu in Paradise Island. I have attached the photos and I have also listed our concerns and unpleasant experience during our stay at the Riu in Bahamas.
This was my wedding and my fiancé and I brought eight family members. It was a very special time for all of us. We have stayed at the Atlantis in the past and it was amazing so we were looking forward to a vacation of a lifetime.

Our arrival was a bit uncomfortable as our bus driver threw our luggage out of the bus on the curb. He broke one of my son’s suit case wheels off.
We went to the desk for check in to be treated extremely disrespectful by the staff.
I had requested rooms close together when I spoke with Book it. I also called the hotel to follow up on all reservations, room size etc. prior to my arrival. It was noted on my reservation. We also requested 4 Superior Suite w/ocean view and King beds and 1 Superior Suite w/ocean view with double beds. Upon check in we were told that was not possible and could not be honored. We were put on the 4th, 5th, 6th, 11th and 14th floor. Only two of the rooms had king beds. The other two had beds push together. (Unacceptable) No ocean views on two-Roof top views.
The video arcade did not function during our entire stay at the hotel. And no one cared even the slightest. No efforts to repairs the machine that gave the tokens to us. So we had to pay to go somewhere else to play games.
We rented jet skis for my granddaughter who is 15 and she broke down and had to get a ride from a stranger-they would not compensate us at all. Said it was not their company that owned the jet skis, yet they mention the rental opportunity as one of their amenities.
The business center had all the computers out of order for several days-
The water in the hotel was shut on for over 5 hours one day for repairs. It just happened to be on the 21st which was the day of my wedding. When I finally could shower the water came out on me BLACK. We called down and they said it was nothing just let it run for 15 minutes or until the black was gone. This happened at 1:45 and my wedding was at 2:30. It was extremely stressful.
The entire hotel is run down and unmaintained. The pool had trash and cigarette butts in it almost every day. The tile floor had drinks spilled all over it constantly. Pigeon poop was on everything-the chairs, tile floor and tables. No one cleaned during the day ever. The tables were sticky and dirty. I had to ask to have them wiped off before I would sit at them to eat. The Chair cushions are old and have MOLD on them. The chairs inside have food stuck to them and stains all over. (Pictures attached)
One night either the 21st or 22nd the 14th floor (where my step daughter and granddaughter were) was evacuated at 2:30 AM. The entire floor had to go down the stairs 14 floors for NO reason. When they got to the lobby they were told it was nothing but a false alarm.
Our kids tried to use the spa and when they went to get in the tiles fell into it.
We tried to get room service but one day the phone rang 23 times and I gave up. One of my step daughters also tried to get a menu and had to give up and go down to the desk because they would not answer after 28 rings.
The vent in my room (picture attached) was so dirty it made me sick. The corner of the cover is broken and exposed the filter inside. It hasn't been changed in years based on the way it looks.
We had mold in our shower (picture attached)
I left at least 6 messages for the General Manager. He never tried to talk to me. I was at the desk every time I left a message and he was never available according to his staff.
In closing, I find the hotel to be well below any standard that is acceptable to me or my family. It was very uncomfortable for me to pretend to be happy staying their during the 5 nights. We left the property almost every day because I could not submit myself to the uncleanliness and unpleasant condition of the pool, restaurants and staff. I travel for my job and I can say that this hotel has to be in the worst condition that I have ever seen.
Sincerely,
Holly Guevel
[protected] We couldn't up load any other pictures due to the size. We have them available if someone wants to see them.

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RIU Hotels & Resorts severe fall at resort

When I had gone to a RIU resort in Jamaica for a friends wedding I had an unexpected fall down thirteen tiled stairs after only ten minutes from arriving at the resort. I was only able to sustain the pain of a broken in hlf arm for 1 day until I had to make the final decision to go home to New Jersey. I had to pay for not only the lost trip, doctor and xray costs, travel expenses to and from the hospital, light changes as well as missing out on my best friends wedding, I have tried to get some reimbursement from the resort, but they were NOT helpful as well. I have also tried to get a lawyer in order to get back some of the cost I had to pay because of their neglagence causing my injuty and have not gotten any help. I will now never stay at a RIU resort, nor will anyone I know. They were not helpful or at any bit ompassionate abou tthe incidence that had occurred or the injury I had received. In turn of this insidence that had happened at the resort, I had to get emergency surgery that lasted three hours and now have a titanium rod with screw in my left arm where I also hadto receive physical therapy for two months and still have difficulties with quick movements/reactions in the injured arm. I had only ished for some compensation and/or compassion for what had happened that day. RIU resorts is NOT the answer!

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RIU Hotels & Resorts not a 5 star by any stretch of dominican standards

Just got back Jan 6, 2012 from the RIU Bambu, Punta Cana DR.
I have never previously written reviews or complaints on our vacation resorts experiences, but felt compelled to this time.
This was not our first time in Dominican (Punta Cana) but first time ever at a RIU property. I know Dominican Hotel star standings are not the same as North American cities, but I have stayed at very nice 4.5 -5 star properties so I know what to expect. The RIU Bambu is by no stretch of the imagination a Dominican 5 star Property.
1) Rooms are very very tired. Even though they say they were renovated last year, they still look and feel like they were the first property RIU opened in 1953. Bathrooms are nasty with a very small tub/shower that had mold in the grout.
2) I don't expect gourmet, but this was the worst food ever in the buffet (and very little variation) also, they did not identify what the food is so there was a lot of waste. I would not want to be someone with food allergies. I met a lady who just survived on the breads.
3) A La Carte Restaurant –Oddest thing is that to reserve your seating you must be in the lobby by 7AM each morning. You can only reserve for that day, vs other properties where you can reserve any time of the day and can reserve your seatings for the the duration of your stay.
4) Another oddity is the Pool/Beach towel processes. We went to the beach at 10AM but the towel supply was completely out, they said we would have to wait, no indication of how long. Also, around 3 or 4 o’clock in the afternoon, if you walked past the towel cabana, the staff was to the point of rude, demanding you surrender your towel immediately. They also were not at all accommodating in refreshing towels during the day if they got very wet etc. We are accustomed to other resorts that will refresh you towel as often as you wish, and don’t demand you surrender it at a certain time.

RIU should be embarrassed by their service and for a 5 star (Dominican) rating on what is clearly at bets a 3-3.5 star facility and management practice.
Very Very Disappointing, we won’t be booking another RIU property for sure.

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lanie---allen
dunmore pa, US
Sep 29, 2022 9:23 am EDT
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riu republica punta cana was just as horrible ..un considerate staff told repeatedly no comprende english...not helpful..i feel your pain

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RIU Hotels & Resorts theft at the hotel

We chose Riu Palace for our twentieth wedding anniversary. Unfortunately, our event was spoiled by the theft of cellphones and 600 pesos from the room – with no signs of forced entry. The hotel staff filed a report, but our further efforts to seek compensation for this horrid event were completely fruitless, despite sending registered letter to the owners, Mr. & Ms. Riu in Mallorca, Spain.
We feel obligated to warn fellow travelers about this hotel, and please do not have a false sense of security, just because it is listed as five star. The day we reported the theft to our travel representative, we found out that we were not the only one robbed; looks like there is an organized gang at this hotel. Just imagine, what could have happened if I accidentely entered the room, and faced the robbers! Or we could have been robbed in our sleep….
Also, just to let you know that the ocean is absolutely unsuitable for swimming (actually it is forbidden), because of a huge undertow, and the beach is unsuitable for walking due to a very loose sand, so nobody is using the beach, but the vendors….

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Happy One
Clay Center, US
May 01, 2012 3:08 am EDT

What address do you have for Riu? I would like to send a letter of complaint for our recent stay at RIU Guanacaste.

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RIU Hotels & Resorts Customer service

Name: Thomas Hall

Date:8.9.11

Contact Number:[protected]

Email:[protected]@hotmail.com

To whom it may concern,

I am currently on my holiday and i am writing to inform you about an incident that happened on the 6.9.11, in the Riu Garope hotel, Cape Verde.

I was in the reception area having a photo taken next to a large glass table with two ornaments on it. As i was preparing for the photo, i accidently knocked one of the ornaments causing it to fall. The ornament hit the centre of the glass and it shattered all over the floor. I immediatly admitted liability for it, but also you must appreciate that it was an accident. I was very apoligetic to the staff but felt that one member of staff in particular, who was the manager at the time, dealt with the situation in a ill-mannered way. He was very angry and abrupt quoting "you will pay, you will pay!"

We wantedto discuss the situation in a calm environment and with our holiday Rep. We arranged to meet with them at 10:00 oclock the following morning. I arrived at reception with a friend i had met whilest im on holiday as he was a witness to the incident and as the rep was in a welcome meeting, we were greeted by two managers of the hotel and a man who looked very intimidating, and was led into the managers office. We explained what had happened to the managers, but the manager who was on duty at the time of the incident had already informed them of a story that was completely different to what had actually happened. We explained again that it was an accident but it was at this point that one of the managers presented me with a scrap piece of paper with the sum of €6147.00 quoting again that "i must pay!" He also said that if i didnt pay we wouldnt be able to leave the country until w epaid the fee. As you can appreciate i was very scared and intimidated, and i also felt that i have been interegated and bullied by the managers into paying this fee, which i havent got. We left the meeting as we wanted to speak to our rep, Maria. We were told to return at 11:00 oclock to discuss it with Maria. We discussed it with her and she went in to speak to the managers. Within less than 5 minutes she returned and the sum had miraculously reduced to €3000.00. We discussed our insurance policy and we are insured against this but i am absolutly disgusted with how this has been dealt with. I admitted liability for the accident and feel that if i have took advantage of and discriminated against because i am a young man, and surely a huge company like this would have insurance accidental damage. As for the managers at this hotel they dealt with this situation in a inappropriate manner making me feel upset, worried and scared. I also feel that had this accident happened with a little child it would not have been dealt with like this. Riu is a well known company and have hotels all over the world, but this experience is abserd and i certainly wont be booking a Riu hotel again. This hotel is supposed to be a 5 star hotel therefore the customer service should be 5 star aswell. I would appreciate any advice or help you could provide using the contact details above. Thankyou. Thomas Hall.

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Patty4321
, US
Sep 20, 2015 8:00 pm EDT

hola nesesito estuve hopedada la semana pasada y me robaron mi bestida de boda se pasaron nose como me lo ban a devolvre nesesito ke investigen mi recamara fue 933 del 7 al 14 nesesito una respuesta xke no es la primera cosa ke pierdo x fabor nesesito una respursta mi correo es patty4321@ymail.com

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Oudom
Vancouver, US
Jul 18, 2014 12:41 am EDT
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After I read this Posted I am feel sick inside my stomach. I hope people look at the RIU motel customer compliant review before booking If they don't they are vacation will be nightmare, Or they will be paying a lot of money but get a penny service.
The RIU hotel is world class hotel, they are may be a 4 or 5 star but wont be for long if you see all of the compliant review. They are ruling they own reputation.
The RIU motel management and the customer service from top to bottom is seem like their don't have education, no manner, very rude. The manager are No respect to the customer, there don't know how to handle things.
Here is what I just experience one and I sent this to the customer service. There is no respond.
Here is what I sent it to them. I like to share with you how disappointed I am on this trip that I ever experience with RIU management teams.

For last five years I have been travel in Mexico. twice a years I only stay at the RIU hotel RIU PVR, all RIU Cancun. All RIU Cabo san Lucas And. RIU mazatlan. This is third time in four years that I have stay at RIU Mazatlan. This is very disappointed I ever experience over the world class hotel like this.

On the second day that I stay at the RIU Mazatlan, during this trip There where incident happen. One of the Hispanic guy was looking for his daughter desperately at the pool area At that moment I knew how his feel there where nothing scare more then loosing your own kid.
at that time I ask him how old his daughter is. what she is wearing, how tall, after that I told three of my kids. my wife, and my self help him looking for that child
About a couple minute gone by after we looking we could find it I decide to bring it up to let the management of the RIU hotel know the kid are missing because this is under they are responsibility so there can do something about it before it too late.

At that time I thought the manager of the RIU would radio the gate for the security temporary lock down first ( no one in or out at the gate ) then have the people look for the kid until we find it. than follow up the second Step that what ever that it

When I bought that up to the manager. First he was very mad, angry. for he is being mad I kind the understand that, but I couldn't or never understand the way he respond it back to me. especially world class hotel like Riu.

He respond was sir! this is big problem in Mexico for loosing the child. Then he said to me you can be kick out of the motel for it. Then he said you much be very stupid to loosed your child and walking away, and he said with the angry voice.

He repeatedly say " you much be very stupid to loosed your child, and. He say you have to leave the motel "

I try my best to talk to him to let him know that was not my kid. I am trying to help only. But the manager was way too angry. Not listening to what I trying to explain to him. He just let his motion taking over him. If you let me guess he is about mid 50. Man of this age. And the position that he is he should be calm and handle this very well.

I don't know how did he got the job at the world class hotel like this. His assistance handle batter then him. Clam more then him.

About 5 minute later they found the kid than the riu manager walk past by my daughter and told her you much be very stupid to loosed your child. And than he walk past me while I am talking to one of his step To explaining to him that is not my kid. While he past by he threatening me next time you out of here!

Than I told his step ok check me out. return my money. I am more then happy to leaved here right now. There is no next time. I told him I am not very happy to be here anymore. I am disappointed. And disgusting how he talk to me. And how he handle. Calling me. And my daughter stupid. He is very disrespectful for the manager like him talk to customer like me who try to help.

Then his step was calm me down, and. apologize for his behavior. After his step talk to me i was happy at lease there where one good employee handle right I decide to stay.

In my opinion he should thanks me for helping out.

After the next day I talk to the step that who calm me down and apologize for his boss mis behavior, very disrespectfully to the good customer. I ask him have you explain to him. I ask. He say yes I did and he said the manager are understand and know now that he wrong

After that I was expecting his apology. There were he walk past by me 4 time he didn't even say hello.

I understand that no one is perfect.

But this is I never understand how the world class hotel manager are very disrespect like this.

This manager he is about late 50's his anger is more then his cool. He doesn't know how to handle the situation.

His name is Zamora.

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RIU Hotels & Resorts service at hotel

Firstly, one of the reasons w e booked the hotel was due to the variety of restaurants offered. When we arrived on Weds 24th August, we were informed that we needed to see the head waiter at 5.30pm to book our restaurant choice. On doing so, I was informed that the bookable restaurants (Italian, Oriental, Fish) were booked until the following Thurs. 1st September. I immediately went to reception and spoke to Hachem, who told me that he would “see what he could do”. Each day I returned and he said that he was “still trying”. We became increasingly disappointed with the repetition of food in the main restaurant which had a detrimental effect on the enjoyment of our holiday. When I returned on out sixth day to ask if Hachem had managed to book us in, he called over the head waiter. The head waiter was very abrupt and informed me that i ought to have gone to see him in the restaurant to book other restaurants. I explained that on the first day, I had gone at 5.30 to book and was informed that it would not be possible for the duration of my stay. The head waiter told me that under no circumstances would someone have told me this and proceeded to raise his voice and tell me that I ought to have been to see him sooner rather than wait until our penultimate day. I once again explained what I had been told and he told me that I had misunderstood. Unfortunately the three other travellers in my party were present and they heard the exact same information. He told me to turn up at 9 and he would try to sort a table.
Secondly, on day five of the holiday, I returned to the room to ready myself for the evening, and when I went to charge my phone, it became apparent that my charger for my IPhone had been broken. I had left the charger in the wall and the cleaner had obviously pulled it out of the wall and broken the USB lead. I went to reception who said that they would “try to find someone with another charger”. I explained how upset I was that nobody had told me or apologised and Hachem said that he would try to have someone fix it. He took my room number and the charger and asked me to come back to check!
I returned every few hours to find out if it had been fixed or if an IPhone charger had been found and those who I spoke to had no idea as to what I was referring, despite the fact that my room number been given several times and the information written down. I have now returned to the UK with no phone charger and am therefore unable to use my phone. I have ordered a replacement at a cost to myself, which I find unacceptable.

Since we were leaving at 7.15am on our departure day, I went to book a breakfast box to take with us. I was unformed that the Italian restaurant would be open for a contintental breakfast so we could eat there. On arrival to the Italian restaurant at 6.45am, the only food was ham and cheese. There was no bread, pastries or even a drink. We therefore got on the bus feeling tired and quite ill from not having eaten.

In terms of cleaning, we also lost jewellery by the maid pushing things into the drawers and nose studs went missing as they obviously went onto the floor and were swept away.

My apologies for having to report this information to you. RIU is always my first choice of hotel – I have stayed in Portugal, Dominican Republic and Lanzarote and always seek your hotels over all others. However, on this occasion, I do not feel as though the holiday was up to the usual RIU standard.

I look forward to hearing from you.

Carys Summons

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[protected]@hotmail.com

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RIU Hotels & Resorts harrasment

we have just received a text from our 17 year old daughter who is away with friends for the first time without us and we are really concerned, she was approached by a member of staff a waiter on her second night there asking for SEX and that they should go to another hotel because his job was at this hotel our daughter feels very uncomfortable and we as parents feel helpless, we have told her to text us every day so we know she is safe .As a family we have always stayed in riu hotels.going away two or three times a year especially in the Dominican Republic but had noticed a decline in hygiene, entertainment and staff as of today we will NEVER book a riu again

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RIU Hotels & Resorts stolen money

On Saturday May 7 2011, My wife, my inlaws and I Jorge Mora where at the Riu Jalisco -Puerto Vallarta, Mexico, About 6 pm after comming from the beach we noticed that our money was not in my wifes purse, 500.00 US dollars and 10.000.00 Mexican pesos.So we called security and made the compliant and also talked to the sub-director of the Hotel-Javier Huertas Mateos and they said they would investigate but really unprofesional .They seemed like they did not care and the next morning they said they could not get in contact with the people that entered the room that day to do service, I asked the other maids and Olga was the maid and Ema was the supervisor that day of the 7 th.on Saturday, I have never had this happen to us and intend to go as far as I need to so the person or persons that did this can pay for first the bad vacation and bad memories they made us go through, my money and bring to justice if there is any in that Hotel Riu Jalisco-Puerto Vallarta Mex. this is my first of many letters that I am going to write to the company and other people, I really home you do something about this bad experiance we all had, thank you ! Jorge Manzo Mora

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RIU Hotels & Resorts roach infestation

I just returned from the most disgusting vacation in negril. The hotel rooms (Lower levels) are infested with roaches. The roaches were in my bed. After many complaints and many promises, I requested a refund to leave. Warning!

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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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RIU Hotels & Resorts contacts

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