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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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9:39 am EDT
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RIU Hotels & Resorts responsibility for accident

We stayed at the Riu Clubhotel Funana in Cape Verde from Dec23rd 16 till Jan06th 17.
When we made our booking through Thomson in Feb 16 the hotel was called the Garopa and was closed in June to be refurbished and when it reopened in November it was renamed Funana. Also at the time of booking it was joined to the other Riu hotel and both hotels had full access to each other, including bars, restaurants and pools, but when they both reopened our hotel was graded lower than the other one (now renamed Palace Cabo Verde) and we were barred by security guards from entering any part of that hotel.

Our biggest complaint tho is because of an accident that happened to my partner due to poor maintenance and build quality to the bar area in the pool. Whilst leaning against one of the bar tables in the pool, a 5ft long piece of marble fell off the side of the table and landed on her ankle and foot resulting in being taken to the hospital in a wheelchair and having to endure xrays, tablets and injections. Also because of the pain and swelling it meant she couldn't go on pre booked tours or go into the pool for the remainder of the holiday. We took pictures of everything and will take it further with them.

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4:18 pm EDT
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RIU Hotels & Resorts riu touareg cape verde

I am currently still on holiday in Cape Verde and whilst staying at the riu Touareg, I had £150 and €85 stolen from mine and my brothers room next door. The rooms are secure and can only be accessed by staff. I spoke to the manager and the police were involved, I have a police report for the missing money. The police informed us they have a suspect but I have heard no more. And as I am going home tomorrow morning (and looking forward to it) I wouldn't be surprised if I didn't hear any more from them. It seems to be a fairly common problem with staff letting themselves into guests rooms whilst they are out and helping themselves to the contents of the wallets. The manager said he couldn't give us our money back, and the insurance excess is more than what was stolen. I find totally unacceptable that if a guests money is stolen, we just have to accept that it is gone and we won't be getting it back! I want to know what riu will be doing to compensate myself and my brother for our stolen money.

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10:19 am EDT

RIU Hotels & Resorts riu dominican republic

Hello joe w here stayed in Dom few weeks back nice place bit there is a casino operating inside called the diamond casino and has riu resort name n pay tickets so here's my complaint 2 white guys in there operating it and they are jus robing people I wuz fortunately and only lost 1800 hundred after returning home got online and some people lost 30000 tho us and and it's all fixed did my home work and the riu seems not care so I'm write g this probably won't do no good I expect a call back or something and if not I have alredi booked another trip at riu and if I here no response from u all I will be packing about ten pounds of hydraulic cement and they can do a Lil work on there plumbing so what I'm trying 2 say is full riu u r jus as liable as the 2 guys robin g people.

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7:22 am EDT
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RIU Hotels & Resorts riu hotel costa del sol

I am due to stay at above hotel in 3 weeks and am concerned about the negative reviews on the reopening of this newly refurbished hotel.can you please look into these comments and check with the hotel.i look forward to receiving a reply from you as soon as possible.thomson are class in it ad a atinum hotel and with these reviews it doesn.t seem like it

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4:31 pm EDT
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RIU Hotels & Resorts security

My husband and I arrive around 12pm on Sat April 22 2017. We were told our room wasn't ready so we went to eat and walk around. We came back after 2hrs and it still wasn't ready so we went to our suit case and got our bathing suits on. I put my phone in my jacket and put it in the suit case. A couple of hours later our room was ready so we went to our room and I found my phone was missing. I went to the front desk to ask if a phone was turned in and no. I went everyday to the desk 2 times a day and the manager just looked at me and said no. He didn't even go and look. He said he looked at the camera and didn't see anyone going in my suit case. Well how does he know which one was mine cause there was close to a 100 suit cases there that day. I had no way of getting a hold of my family and my phone was my camera. I lost all my pictures which meant the most to me on my phone. I talked to others staying there and they said they had staff use there products or take stuff. It is sickening to know this happens. Now I have to go and buy a new phone and start all over.
So my first time at a Riu was not good at all. Very upsetting and disappointed. This was the first time in 25yrs we got to go on a vacation by our self. I would like to give Riu another chance, so maybe a week stay for free would be nice.
Thank you for reading my complaint.
Dawn Seebauer

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7:26 am EDT

RIU Hotels & Resorts worker corrupt stealing money with police

Security worker from Riu Cancun saw my friend walking back drunk to hotel and took advantage by calling police to arrest and demanding $300 USD to split between the cop and worker to release my friend. HORRIBLE. We stayed here from April 20-23 of 2017 room 355. I made a complaint to the front desk and was told it would be adressed and I would get a call back. I havent heard anything.

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Kay Kay
, US
Jan 26, 2020 8:01 am EST

Hi my name is Kenisha. I stayed at las AMERICAS 1/6-11/20. While there I experienced issues, as a result I was moved to 3 different rooms. I sustained severe bruising from sleeping on your beds & staff denied being able to do anything after injury. I returned home to see very visible bruising & pain still. I'm writing to resolve my injury issues.

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nicole tedder
, US
Oct 29, 2019 11:47 pm EDT

Being extorted for $400 for a door being broken prior to our stay. We were only in this room 24 hours after being switch to due to bugs. This place is falling apart & they will charge you for any we are and tear.

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12:42 pm EDT
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RIU Hotels & Resorts horrible customer service by hotel general manager

I just got back from Aruba and stayed at the RIU Antilles Aruba hotels and resort. And it was the worst experience ever. I went for a wedding and I was having dinner following the wedding and I was drinking a soda and the glass broke in my hand and spilled all over my clothing. The Director/Hotel Manger Justin Carson (Assistant General Manager) was aware of the accident and never one time came and spoke with me. I went and changed my clothes and request for the manager of the hotel and they told me he was gone for the day and they forwarded the picture to him and made me an appointment for the next day. I then went to the front desk and ask to speak with the doctor on call they called and the doctor gave me direction and told me to drink a lot fluids because this would help if by any chance I had drunk pieces of the glass. I then got out of bed and went to see the manger the next morning and he was very rude, not sympathetic and not professionally for that matter he didn't do anything for me. As we began talking he kept talking about issues that he was having with the people whose wedding I was attending. Which I explained to him several times that I didn't have anything to do with me. And what happen to me was a result of his negligence of the hotel and didn't have anything to do with the hotel. I was very upset and now become very stressed about this event because the manger even went to so far to defamation of my character. As I was telling him how I disappointed how no one including him never check on me never said one word to me after this incident. He then stated how he was upset as well and I asked him what could he have been upset about he said because he received a phone call stating that I was acting irate and screaming in the restaurant asking for manager. I then asked him did a customer or guest tell him that he said no it was one of his employees. I then told him that he wouldn't play that game to try to make me the bad guy because he wasn't doing his job. I explained to him that I didn't not one time yell or scream in the restaurant so don't associate that with my name. I then explain to him that I went to directly to the food manager and ask to speak to him since no one ever came over to speak with me. That was the last inappropriate thing he said to me as a director/hotel manager for me because I am the guest and this happen to me because of the neglect of the hotel. The manger didn't offer me anything for what happen to me. The only thing he gave me disgraceful meeting. I don't understand how a company Rio Hotel and Resort where they charge $500 and night treat their costumer the way I was treated. I upset because after that incident my trip was ruined. I tried to so hard to continue to have fun but it was even harder for me because I was there for two different party I originally came for a wedding that was about 18 ppl and I was then was a planner and set up a trip my aunts 60th birthday which was about 15 ppl which was also at the hotel and stayed because of me. But the funny is thing was after the incident they could tell that he was treating me different or ppl associated with me were treated different. For examples, one group was eating dinner in the buffet and Justin Carson (Assistant General Manager) came over so nice getting them drink fine. I was at the next table with my husband and walked right pass me. The next day some of my family member and myself were sitting at the table he went to table next to us making sure they were ok and too see if they needed anything and then walked right pass us. My husband said how when he would see the manager while he was alone on several occasions he would give him a hand shake and talk to him and make sure he was good and once he saw us together he no longer did that. So many people that were with me felt like that they were getting treated different when with me which isn't fair and unacceptable because I didn't do anything wrong. With that being said, I have spoken to my family lawyer and said that I have a call case for personal injury due to hotel, and defamation of charter from your Assistant Manger. Since I am writing this letter to cooperate I would like to hear a response in a timely manner. If I don't receive a response or hear anything from RIU I will then contact my lawyer and begin with legal action. With the letter, I will include attachment of pictures from the event and I will enclose of the picture that we concerning from the hotel.

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12:34 pm EDT

RIU Hotels & Resorts complaint 10473

To whom it may concern
It has been almost a year and no resolution! I could have sued for my foot / leg. I did not because you said you would rectify the situation. Riu then agreed to compensate us and our party 4 nights and still 1 year later riu has not rectified the situation. I will now be forced to take legal action. It is disgraceful if this is how you treat your customers. I will be reviewing the riu antillas aruba everwhere on the internet and reporting to better business bureau. I fell down your stairs in a power outage that went on for 4 days. I just about got an icepack that they took my room number so i would return it or be charged. There was no communication from management and the manager justin was a disgrace and got into almost physical altercations! There were no emergency lights. Just a glow stick. We had to eat outside hotel. Just miserable and you wont do the right thing. I am appalled and im sure others will be too
Sincerely Richard and Dawn Boccia

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astucker
, US
Apr 24, 2017 1:35 pm EDT
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I am just read this and really sorry this happen to you. I just came back from there and Justin was the worst and disrespectful manger I have ever meet. U might need to bring up that lawsuit. the best of luck to you

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5:14 pm EDT

RIU Hotels & Resorts fire alarm issues/lack of explanation

I recently stayed at the Riu Palace Antilles the week of April 1-8, 2017. I loved the resort, the cleanliness of the resort, and the staff were very friendly. The food was excellent. However, there were many issues with the fire alarm. I was awoken at 1:30 am Wednesday morning to the power going out. Shortly after, the fire alarm went off for about a minute then shut off. This happened 4-5 times, approximately every 5 minutes. I then heard doors opening so went to check it out. We all started talking, as we were on the 16th floor, wondering if we should go down to the lobby as the alarm went on again continuously. Called the front desk with no answer, so we all decided to go down. Unfortunately I have a torn meniscus in my right knee which made it almost impossible to take the stairs, but had to walk down 16 flights of stairs as we could not use the elevators. When we got down there we inquired as to what was happening but staff had no answers for us. We sat in the lobby for almost 2 hours waiting to find out if we could go back to our rooms. Finally I went to ask, and was told by staff that yes we could go back to our rooms. The alarm had been shut off. This was very concerning, as we did not know the reason behind the alarm and again we were on the 16th floor. We finally fell asleep to be awoken at 6:04 am for a wake-up call that we never asked for. When I went to the desk later that morning to complain, I was told that management would get back to me. They never did. The alarm again went off on Wednesday evening at 7:15 pm while I was getting ready for dinner. I ignored the alarm and finished getting ready. The alarm was still on when I left at 7:30 pm. The alarm was no longer on when I arrived back to my room at 10:00. Thursday night after we were back in our room the alarm went off yet again at 10:15 pm, which awoke my husband. The alarm just went off and on for about a half hour. On Friday night after being out by the pool all day, returned to the room to the alarm going off again around 6:15 pm. This all was very disturbing because there were no answers. We were not compensated in any way for this long week disturbance. As I've stayed at Riu's in the past and am staying in the new Riu Reggae May 6th for the week, I would like some compensation for this issue that didn't seem to resolve the whole week. Please respond as to how you will be compensating me.

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6:36 pm EDT

RIU Hotels & Resorts accommodations

To whom it may concern

My name is Deborah Nixon and my traveling partner name is Wanda McNeal.  Over the last 10 years we've traveled to several carrwbean beach resorts to celebrate our birthdays  (April 13th & 15th). In our travels we heard positive reviews about Aruba which made us eager to visit there.   For the last three years we've tried to reserve at Arubas #1 beach resort Riu Palace Aruba  but it was always booked.   So imagine how excited we were when we finally were able to successfully book our stay at Riu Palace Aruba this year.

Upon checking into the hotel on April 12, 2017, to our dismay & great disappointment we were told that the Riu Palace Aruba was over booked and that we were being transferred to the Riu Palace Antillas.  We explained to Johnathan and other front desk staff that we were celebrating our birthdays & that we've tried for last 3 yrs to book Riu Palace Aruba and really wanted the room we paid for.  Unfortunately they still couldnt help us.  Imagine how we felt hearing that nothing could be done.

On Wednesday after giving us the dossapoimting news & before transferring us to Riu Antillas, Johnathan told us that we would get a comp voucher for a week stay at any Riu in the world, with no restrictions or black out dates. We were asked to return to Riu Palace Aruba front desk next day Thursday at 12:30 p.m. to get our vouchers.

We went as directed on Thursday and was told both times that sum vouchers had printed out but not ours.  We returned again on Friday and spoke to Sylvia who said they didnt have them yet. Johnathan had told her the vouchers come from Mexico and that the guy who sends them to the hotel was gone for the dat.  Later Friday we spoke to the front desk manager Josue Santana who advised us he been with Riu 10 years.  He mentioned that due to the holiday the voucher office was closed until Monday May 17, 2017.  He asked Wanda for her email and assured us that the vouchers would be emailed to her on Monday. Wanda spoke to Johnathan one last time on Sunday morning before our departure, he assured her that we would get our vouchers.  We went a total of 5 times during our 5 day stay spending a lot of our vacation time trying to get our vouchers.  As of Tuesday April 18th we still have not received our vouchers.

We were told that we'd have one of the best rooms at Riu Palace Antillas on the 14th floor.  We asked if it was ocean front and was told that all the ocean front rooms were occupied but that we instead would have an ocean view.

We were given room 1409.  If this was considered the best room I'd hate to see what the worst room look like.  This room was nothing like what we paid for.  Our reservations at Riu Palace Aruba was for a beautiful ocean front, double sink, separate bathrooms, jacuzzi tub, separate living space all with marble with a large terrace style room.

Instead we got a room that did not have a ocean view at all, we actually could only see the back of the builfing we were suppose to be in.  That mean everytime we went on our balcony we had to relive the disappointment of being displaced.  Our room had 3 different floorings.  Marble thresholds at the door entrance, marble threshold at bedroom entrance, tile floor in entrance foyer and fake wood style tile inside bedroom.  The room was overall very dated and did not come with an alarm clock ipod ready radio like the room we had reserved.  In fact it had no alarm clock at all.

The ceiling above our mini bar was leaking.  We had to place a coffee cup there to catch the water.  Maintenance never took care of it.  The next day Housekeeper bust the leak & peeled off the damaged plaster  Maintenence should have taken proper action to inspect where leak was coming from n repaired it.

The bathroom had one sink, a small basic tub that was very stained.  The ceiling in front of the sink had some sort of fungus growing on the ceiling.  Our toilet overflowed on Saturday.  Maintenance came and plunged it and left.  He didn't nor was housekeeping sent to clean all the water on floor from the overflowed toilet. We never had enough towels.  They only gave us 2 face towels.  That mean we had to wash our face and body with  same towel.  Although housekeeping stopped by daily to see if we needed more, they never had any face towels.  We would have to wait while they tried to get more

On Saturday we never got new towels so Sunday morning before 8a.m. we called for new towels.  Needless to say no one came.  We had to resort to washing ourselves using the body dry towels.

On Saturday on our way into town we met a lady name Keia Kennedy.  She stayed in room 708.  She also checked in on Wednesday  (same day as us) but after we did.  However she was able to change her room to a ocean front and her view was of the pool and ocean.  That mean the Riu Antillas staff wasn't truthful in telling us they were all taken.  During the bus ride I shared with Keia our experience of being changed to the hotel she was at.  During this conversation a lady interrupted and said verbatim "Oh that happens all the time.  When Antillas over book we send guest to the Palace and when the Palace over book they send to us at Antillas".  I asked her who she was and how she know this? She said she works for housekeeping on the 15th floor.  When I told her my room number her response was "Oh they put you guys on that side...all you can see is the back of the other building".  Her statements validated for me that she did work their because she described the view same as I had.

Keep in mind that we've stayed at Riu hotels & resorts on several of our vacations and until this one has always had a great experience.  Riu had become our top pick for resorts to stay at.

This vacation did not live up to the experiences that we've come to love.  We are used to staff being very friendly, helpful, continously checking to see if we need anything but not here at either of the hotels.  Wanda thought we were perhaps being discriminated against until another Caucasian guest came to us at the pool telling us that her experience so far wasn't good either.  Her and her husband arrived on that Thursday.  She said she was at the pool for about an hour empty handed and no staff came to see about her. 

The poolside entertainment was an epic fail.  What is a pool party if no one was in the pool?  We booked 3 excursions 2 of which were great, we had a ball.  However after being told that the DePalm Island was geared for children, the water down drinks & subpar food.  We tried to get a refund early Friday morning but was told we couldn't.  No where on the receipt or anywhere at the booking stations did it say all sales are final.  We purchased on Thursday and asked for refund less than 24hrs later and feel it should have been honored.  Instead we waisted our full Saturday somewhere we didn't want to go.  Our experience was the same as the people from another resort said it was.

The club mostly played music from the 80's even when the crowd was younger peers. Even the seniors would leave because the DJ was horrible.

This was our worst vacation yet, we spent most of our time "putting out fires" trying to get resolution to unresolved issues to no avail.  Based on what your employee stated it is obvious that it is not uncommon for either hotel to be over booked.

Our vacation was paid in advance and we was out of the country n stuck with taking whatever we were given.  Knowing that this is a common practice makes me sick to my stomach.  It should not be a routine to purposely overbook so that both hotels could be filled.  That's extremely inconsiderate for all of us that travel expecting to get what we paid for.

We are requesting for the corporate office to take action in compensating both Wanda & I for ruining our birthday and vacation.  We would like a full refund for our entire trip which we paid  $1600 each.  In addition to that we'd like to receive our week stay at Riu anywhere with no restrictions as promised by your employees Johnathan, Sylvia and Josue.  We find this request to be fair given the many inconveniences suffered.

Except on Wednesday the breakfast and dinner buffets served the same food. It took staff forever to take drink orders & to bring them back. We could never eat at the specialty restaurants because you had to get there by 6p.m. This was not possible especially when on an excursion.
Please find attached documents supporting the above-mentioned claims.  We appreciate your prompt attention in reviewing our claim & request.  We look forward to hearing from you soon.

Sincerely

Deborah Nixon & Wanda McNeal
Disappointed Guest of Riu Resorts in Aruba

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8:44 pm EDT
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RIU Hotels & Resorts theft and damage to personal belongings

I am writing to inform you I am extremely upset after a recent stay at the RIU Palace Cabo San Lucas. My husband and I stayed at this resort March 30 till April 6 2017.

First I must give a few compliments. The grounds are absolutely stunning. Well maintained and extremely clean. Our check-in/out was swift and flawless. The room we were assigned was a beautiful newly renovated Jr suite with an oceanview.

My complaints are as follows: My husband had a designer white button down shirt stolen out of his luggage. I had started packing worn clothing a day prior to leaving (April 5). I know for fact I had packed it in his suitcase but upon returing home it was missing.

Last but definitely not least, our second piece of luggage was discovered that same day (April 5) containing a large amount of urine. I am obsessive/compulsive when it comes to organization and packing. When we arrived I unpacked that particular piece of luggage holding my belongings, re-zipped it and placed it in the closet. Our other piece of luggage was unpacked re-zipped and placed on top. So 6 days into our trip I discovered the soiled luggage. It was still in its rightful place and zipped just how I left it.

I find it extremely upsetting and disconcerting that someone employed at the RIU palace was malicious and vindictive enough to urinate and defile my personal property and leave it for discovery upon check out.

Such actions are irreprehensible.

I have stayed at a RIU prior to this vacation and was extremely pleased (RIU Guanacaste). This is the only reason we chose the RIU Palace in Cabo. After this vacation I would not recommend this resort to anyone and question staying at any RIU.

Sincerely,
Chantal

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3:40 pm EDT
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RIU Hotels & Resorts riu emerald bay mazatlan

Hello,

We stayed with you at the Riu in Emerald Bay in Mazatlan this past week

Brian Murphy-party of 6 ppl-2 rooms-#2017 & 2018 from 3/18 to 3/25

I am quite certain that your hotel has bed bugs, at least our rooms did. I started feeling bites by Weds and I wasn't sure what it was, so I didn't say anything, by the time we left on Saturday I was covered in bites consistent with bed bug bites. I am still covered with them. My son also saw an employee with a spray canister and a nozzle going in to rooms on our floor the day we left. Not too mention that the rooms were not very comfortable, especially the bedding, it seemed dirty and it was very uncomfortable. The most disappointing part of our stay. I wanted to give you a chance to respond privately before I write my review of your hotel online.

Thank you in advance for your attention to this matter.

Jennifer Champ/Brian Murphy

182 Tobin Lane

Gunnison, CO 81230

[protected]

[protected]@yahoo.com

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7:28 pm EDT
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RIU Hotels & Resorts accommodations

Room 2630 There was no air conditioning for the whole week we were there. I was told the RIU chain is great, HAAAAAAAA! Nothing was done for us what is RIU Customer service going to do for us? Probably nothing but without sounding threatening I will post on social media and make sure everyone I work with and know hears about the crappy room and the fact no one was concerned except for the night the General Manager was there and it was the Sunday and we checked out on the Tuesday early morning. Half the resort was without air conditioning and just looking at the size of the resort it doesn't take a rocket scientist to figure out you are making a fortune and providing crappy accommodations not to mention false advertising for air conditioned rooms which we didn't have. Disgusted! Remember for every dissatisfied customer they tell 10 people who in turn tell another 10. What will RIU do to make this right?

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10:03 am EST

RIU Hotels & Resorts hotel staff and management

Riu Bachata Management,

My name is Brittney Hoyt and I am an extremely dissatisfied customer writing to you. My boyfriend Percy (Jonathan) Jones and I are Canadians from Winnipeg Manitoba. To escape the cold weather in Winnipeg we decided to book a trip to Puerto Plata, Dominican Republic as a retreat. More specifically we booked our all inclusive at Riu Bachata "resort." After arriving at Puerto Plata airport on February 17th, 2017 we opened our luggage before getting on bus # 10 in order to ensure that everything in our luggage (we had two suitcases, one each) was in order. After attentively and prudently checking our two suitcases we determined that everything was fine with our suitcases and got on board the bus that Sunwing organized for our all inclusive vacation. The bus made NO stops, not one. The first stop it made was at Riu Bachata "resort." Upon arrival at the Riu Bachata "resort" we checked in. The woman that checked us in told us to leave our two suitcases with the bell boy in the lobby as he was supposed to bring our suitcases to our room (#227) for us. We said no thank you, however, the lady who checked us in insisted that we let Frank (Francesco) take our bags, indeed, she said, "you two are on vacation, you need to relax." After being pressured to let Frank, the bell boy, bring our suitcases to our room we agreed under the assumption that he would follow us to our room and drop off our suitcases. In fact, we expected him to follow right behind us, however, he did not. The front desk lady who was guiding us towards the direction of our room continuously reassured us that our luggage was in good hands. We arrived in our room approximately 2 minutes after checking in and patiently waited for our luggage to arrive. Twenty minutes pass, and then thirty minutes pass with still no delivery of our luggage from the "trustworthy" bell boy Frank. My boyfriend Percy (Jonathan) Jones then went to the front desk to inquire about our luggage, they told him that our luggage was on its way. After Jonathan got back to the room, Frank, the bell boy arrived with our luggage, he did not speak English and awkwardly dropped off the two suitcases and quickly left our room. Despite the delay I still tipped Frank. He took around thirty minutes to bring us our luggage. Immediately after Frank left we opened our luggage and noticed that our luggage had been ransacked and rifled through, and, even worse we had items stolen from us. Our luggage was supposed to be in the "trustworthy care of the Riu Bachata staff, " however, we lost approximately $450 worth of stuff. I will attach pictures as proof. We packed meticulously, and there is no way that this ransacking occurred at the airport as we checked our luggage after clearing customs and security. Indeed, our brand new electric cigarette was stolen along with its coils and vanilla liquid flavouring. Further, our "noir" brand cologne was stolen, along with a hat completely torn to shreds. The entire suitcase had been ransacked and the toiletry bag which had a lot of valuable items in it had been emptied and left open. After realizing what happened to our luggage while in the "care" of the Riu Bachata staff, I (Brittney Hoyt) went immediately to the front desk lobby to speak to a manager. Unfortunately, the manager was able to make the situation worse than it already was. In fact, I had been at your resort for less than two hours and had been crying my eyes out and miserable. The manager immediately called me "loca" thinking that I did not understand Spanish. However, I have an intermediate understanding of Spanish and did not appreciate being insulted after being stolen from. I invited the manager to come to our room and see the situation for herself, even after seeing how badly our suitcases had been ransacked through, she told us that we had no proof and that we would receive no compensation for our lost items. She said that Riu Bachata did not care to deal with our matter. Further, the manager told me that she had 1200 other happy customers, and did not care that we were not satisfied, another comment that I did not appreciate. We did not expect immediate compensation, however, we expected that management would rectify the situation in whatever way possible as my items were stolen under the care of the Riu Bachata staff. I asked to see video surveillance, however, she said there were no cameras. Further, I asked to speak to her manager, and she said no one had a higher clearance than her, which is a blatant lie. The manager did not care to give me her name or spell it out legibly for me or offer me any solutions, therefore, I took a picture of her and her staff as we suspect they are the ones who stole from us in the first place due to their lack of willingness to help or see any concern with our matter. I will attach the picture for you to see. After I took the picture, the manager threatened me if I did not delete the picture saying that I don't understand how things work in the Dominican Republic. I sit in my room right now with the door locked and a chair against the door as I fear for my own safety after such threats. Again, I will attach a picture of this. If you as management cannot rectify this situation for me, a well paying customer, then I will be forced to take legal action against your company, and will certainly take all steps to ensure that this does not re-occur to other paying guests, or get ignored. My entire experience with your staff at Riu Bachata Puerto Plata has been negatively tainted by this incident. I expect that a solution to this horrible experience will be rectified immediately. If I do not hear from you, I will have to express my concerns with your resort over social media and proceed with legal action.

Sincerely a very dissatisfied guest.

Brittney Hoyt.

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7:59 am EST

RIU Hotels & Resorts reception, not professional

We are from Hungary and try to develop Hungarian tourism is Panama. This is not the first time that we bring Hungarians to Panama and we place them at RIU Panama.
But I think this will be the last time.
At the entrance of the Hotel they do not let you in, which is not seen elsewhere in Panama.
We try to visit our clients, pick them up for tours and they do not let you in.
They know you already by your face but they passion is to limit you and clients living in the Hotel.
They explanation is that clients must notify reception that they are waiting for somebody. What?
This is not jail, but a Hotel where you can visit your friends or clients.
I am sure that the little soldiers of the Hotel overestimate their role and their power.
When you explain at the entrance what you are looking for and you obviously are not a terrorist they should let you in.
What disturbs me the most is that they are lying. They said that the recepcionist asked everybody if they were looking for somebody, but they did not find anybody. And this was a lie, because the clients were standing at the reception.
My opinion is that the management of the Hotel does not know anything about tourism and hotels, how this should work properly.
I understand security measures, but to practice it in excess make clients frustrated.
I recommend you no to choose RIU Panama, instead there are other good options.
All this happened several times, but last time 7 of February 2017.

Judit Szabo

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11:21 am EST
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RIU Hotels & Resorts theft of $1, 630.00 from our hotel safe

I recently vacationed at the Riu Palace in Cabo San Lucas with my husband and 10 other family/friends. We stayed there from January 6th through January 13, 2017. On Sunday January 8, My husband and I left our hotel room at 2:45 P.M. to walk down the beach to meet with one of the other couples we traveled there with. Upon returning to our room (at approximately 8:30 P.M.) we found our room in disaray, With flower petals all over the floor in the living room area and around the bed. It looked as though somebody threw confetti in the air. We opened the closet door only to find our safe had been broken into and was wide open. A total of $1, 630.00 was taken. Management was called and quickly arrived at the door. We were told by Jorge Ramirez that both the maid and the boy who stocks the mini fridge were in our room while we were gone. When we asked Jorge why the room was left in such disarray and he too saw what it looked like he said "the maid was in a hurry to leave but she apologizes). Are you kidding me? The manager said nothing about the mess.
I guess I would be in a hurry to leave after I robbed somebody too! Are you kidding me? Not only did one of your employees steal from me, but also from the other employees as I was unable to tip bartenders, maids, and wait staff the rest of my stay. We were with a party of 12 people and had 6 rooms between us. The other 5 couples also had their in room safes comprimised as well, with someone attempting to change the key pad to code to try and break in. Management was called to each one of the rooms during our stay. As a business owner, my husband and I travel often, deal with a lot of travel agencies and I write reviews for many magazines such as The Traveler and Conde Nast. We never received a penny from the hotel (and I know you have insurance for this) or comped for this terrible experience. YOU can either reimburse us for our loss or I can write reviews that are not going to be so profitable for your chain of hotels, if people hear you have an inside ring of thieves stealing from the tourists.
I would like to have a reply from you regarding this matter along with a refund .
Thank you
Julie Bauch
222 Rockton Rd. Roscoe, IL. USA
[protected]

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Tuesday 40
, US
Jul 27, 2019 10:23 am EDT

Yup this hotel chain has been doing this for years we stayed this hotel last August my son phone stolen right off the table while we eating the waiter stole it nobody did anything they wouldn’t even review the cameras this place is a joke and it’s never ending 11 plus years now this staff has been accused of stealing wedding rings money whatever they can wish someone would do something.

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1:03 pm EST

RIU Hotels & Resorts aruba riu palace antillas

Hi, My husband and I had to cut out vacation short after my husband became very ill after something he ate at the Riu Palace Antillas. He ended up in the hospital in Aruba to get IV fluids and we flew home early because he was not getting any better and had to been seen back here in the states for more IV fluids and antibiotics. When we complained to the front desk at the resort no one seemed to care. The trip was awful. Beware if you plan on staying at this resort!

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11:16 am EST

RIU Hotels & Resorts wedding nightmare

On Dec 3, 2016 we were married at the Riu Montego Bay...but our nightmare doesn't begin there. I was organizing our wedding from Canada - to a Jamaican man. The email correspondence between myself an my so-called wedding planner, Christine Dunbar, was spotty at best. Her emails would answer 1 of the 3-4 questions I posed and so repeated emails needed to happen. This was frustrating, but I could appease myself by thinking perhaps there was a language barrier or that customer service was simply better in Canada then Jamaica and so I was trying to be patient. When we, myself, Maid of Honor, and Bridesmaid (who was on a crutch due to having a bad ankle at the time) arrived at the resort, we were put into the "honeymoon suite" ... literally 2 beds shoved together with a small balcony that overlooked the ocean. This was an UPGRADE...I immediately reminded them that we needed, and had booked, a room with 2 beds because my fiance has 2 children that will be staying with us. We then had to walk, pulling our luggage and wedding attire to the other side of the resort to be put into a room with 2 beds...no assistance, no direction...just told over the phone to head to room 1134 (guess they assumed we could find it ourselves?). Once finally settled in our room, we soon realized the safe didn't work in my room and the wifi (that we paid for didn't work most of the week). We had to call security 4 times! in the course of the week to open/fix the safe - one day resulted in our missing a day away because our wallet/money was in the safe and we waited 3 hours for security to arrive..only to tell us they needed a new mother board and would have it open in the next couple hours - day shot! On the day before our wedding, we met with Christine, who was rude and impatient with us. I paid the extra $100 to have our marriage certificate expedited to us within 10 business days. She gladly took our money, but gave us very little direction about our "big" day tomorrow. Basically we were told she would meet me and walk me to the place where we were to be married. Then she treated my fiance with the utmost disrespect - perhaps because he was Jamaican? When she found out most of our guests were Jamaican, she said "we all know how Jamaican's are...so tell them the wedding is at 1 even though it's at 2". We paid for day passes for them all ($75 usd/person), but they were only allowed to come 2 hours prior to the wedding at 2pm - how is that DAY pass? On our "big" day, the guests were literally shown to their seats about 4 minutes before I was told to start walking down the aisle. I had to remind Christine that they were playing the wrong song for me to walk down, and waited for them to fix that. We opted to do our own photographs, because the min package of 15 pics was $350 usd. Given this, I realize it was not Christine's responsibility to ensure our video camera was given to our guests to video things, but it would have been nice if she had said something given we were all anxious and she is supposed to be the calm and organized one. The Wedding took place and she stood by scolding us to be sure we were not late for our meal. The meal, was DISGUSTING! We ate in one of the restaurants in a section that was roped off for us. We had 3 meal options and guests order all 3...all 3 were bad. The meat was dry and tasteless, hard to even cut, and the vegetables tasted like they had been soaking for days. Even our wedding cake was dry and tasteless. And the waiter continued to remind us that we needed to leave within 2 hours. We complained - about the meal, the safe deposit box, the rudeness with which we were treated..nothing! On the Tues following our Sat wedding, we bumped into Christine, purely accidentally, and she stated that she had called our room looking for us (oh ya forgot to mention our phone didn't work from day one and Christine told us on our wedding day that it still wasn't working...so she knew it was borken). She made it sound like she had been frantically trying to find us since the wedding - yet she had our room number and the place isn't that big..she could have walked to our room or the pool at any hour and found us! Apparently I had not signed the wedding certificate properly and it needed to be changed...we stood in the foyer while she called the Pastor and over the phone they decided I didn't need to resign anything and all was well. I asked her why it hadn't been registered and dealt with, given this was now Tues and she said it would be right away, she thought there was a problem but now there isn't (so now our "expedited" certificate is already 2 days late). Again, she was very rude to us and particularly to my now husband. We left the resort very unimpressed...and the nightmare continued. At the time of writing this complaint - Dec 28, 2016 - a full 18 BUSINESS DAYS after our wedding, I still have NOT received my wedding certificate. Given the Christmas holidays, I expected a bit of a delay but this is ridiculous. I emailed Christine 4x...and asked her to fax me a copy of it, which she claims she did...and still NO FAX COPY! She is now ignoring my emails...however I received an email from DHL (carrier company I assume) stating my certificate will be delivered Dec 29 or 30.
I would never recommend Riu Montego Bay as a decent resort a which to stay - the only good thing about it was the entertainment group...and I most certainly will vehemently advocate against anyone getting married at this resort and/or working with Christine Dunbar. She is clearly someone who should look at another career choice...she definitely ruined my wedding and likely many others with her disrespectful and dismissive attitude.

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8:29 am EST
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RIU Hotels & Resorts hotel service / staff and management

Att General Manager

We were not respected and insulted by your security agent at the gate entrance.

The incident started at 12:35 am on Tuesday November 22 when asked for the bracelet by the agent at the entrance, We informed him that we are on business trip and did not wear them. He was arrogant and incomprehensible and told us that he will not let us in. We asked to see a supervisor but he went to his cabine and told us to wait. We waited about 15 minutes at the door to the point that we had to use the horn then another security agent showed up.

We heard the first say in Arabic these
" human beings don't have their badges and want in"

We asked him to speak politely but he kept repeating " if you are not wearing your bracelets you will not access the site" (video taken of the two talking to us rudely)

We asked to see the reception manager and they let us in only to meet a man named Hamid who claimed to be the manager, instead of apologizing for the incident, he rudely said we must wear our bracelet, he was not nice and we asked him that we will check out. He did not care and said you are free to do so, and to call Expedia if we have an issue.

We did, and we checked out, and moved another hotel in the middle of the night

And we think we were seriously mistreated by your rude and aggressive personnel.

We will make sure your corporate office is aware of the incident.

Another point, customers are served alcoholic beverages until they fall, We saw two people on the floor! It was shocking to see this.

Please have the general manager call us as the staff refused to give his mobile number.

Cordialement / Best Regards

Unhappy Customers

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11:44 am EST

RIU Hotels & Resorts unethical behavior

On Thursday 750 pm, Nov. 3, 2016, I went to Nautilus for dinner no reservations required. The hostess was holding a clipboard with names on it and times. I asked her to put my name down. She said we are taking names but i saw names on her board. I asked to speak to a manager. Ten minutes later a gentleman comes out and told the hostess to take our name and come back at 850. so I left with my family and came back at 850 pm. She was seating a party of 4 before us who was on the list after us. I asked to speak to the manager again. Now it was 915. Finally at 930 we were seated. The food was not worth the wait unfortunately. At this time we missed the show. Your personnel were not professional. The manager just shut us by putting our name on the list but didn't plan on using it.

When we arrived on Mon, Oct 31 Geneva checked us in and told us Nautilus was closed for dinner tonight but no one ever informed us that other themed restaurants closed different days. If I would have known earlier I would have planned our dinners at the themed restaurants accordingly.

You are short staffed. Staff members at the front desk are not knowledgeable about hotel policies.

Everywhere you walk there are slippery floors. My mom is a senior citizen and had a hard time walking afraid to fall.

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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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Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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