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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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C
10:15 am EDT

RIU Hotels & Resorts being lied to by riu customer service

We are now former Riu customers for 27.50$. We stayed at the Riu Plaza in Panama on Sept 1st and we made a mistake on the reservation, we indicated only one person, while in fact we were a couple (2 persons). Because of that we were charged 27.50$ more for the extra person. However, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. When we were there, we were on our way for 2 weeks at the Riu Palace Aruba, we did not have time to argue and paid the extra charge. When we got back, I sent a note to customer service and was lied to! The first response I got was that because we were 2 they needed to change our room and the new room was more expensive. We had booked a deluxe double room, it fits 2 persons of course so it was obviously not true that they had to change the room. We did not ask to change and we were not offered to change. Not being satisfied with this reply, basically a lie, I wrote another email and this time the reason I was given is that the 27.50$ charge was for a "night pass" for the second guest to enjoy the facilities. Well this is another big lie because as I've mentionned earlier, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. There's not night pass, and no breakfast included. The only thing I ask of you is that you talk to your customer reps and make sure they are honest with customers. It's totally unbelievable that they would tell things to a customer that the customer can see is a lie. This is very very poor customer service. Because of this you have lost 2 very good customers, we have been to Riu in Mexico several times, Riu in Jamaica, Aruba and Panama of course and we were going to NYC this week end, I've now cancelled this booking and we were planning to go to Los Cabos this winter, we will go but sadly not at Riu. If you want to see how much we liked Riu, go see the last post I've left on Trip Advisor.

https://www.tripadvisor.com/ShowUserReviews-g147249-d151277-r529705100-Hotel_Riu_Palace_Aruba-Palm_Eagle_Beach_Aruba.html

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11:00 am EDT

RIU Hotels & Resorts riu vallarta

16/09/17---1/10/17 REF 4462255, Hi i have just got back from a two week honeymoon to mexico. to which i was very disappointed, we up graded our seats to premium and was unable to use the VIP lounge in mexico when we had paid for it!also the hotel flooded every time it rainned, the entertainment room roof fell in, there were towels, buckets everywhere all over the hotel!and to top it of we were hoping to get a up grade as we were on honeymoon but we understood the hotel was full, we asked on our second week if there was any chance we could get an upgrade the said no the next morning we had a note under the door to say we had been given a free upgrade to which we were really happy so we had to be out of the room by 11am and could go to our new room at 3pm, when we got to reception at 3 to get our key to our new room we had only been moved to the 8th floor SAME room!we wernt expecting that as we would of stayed where we were instead of spends a hour re packing our suit cases, this was ment to be our honeymoon to which we had saved hard for, im real unhappy with all of this and i hope to hear back jo

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12:04 pm EDT

RIU Hotels & Resorts maintenance

Dear Sonia
It is with huge regret that I find myself in a position where I am having to escalate an incident @ the Riu ochi Jamaica resort that I frequent.
On Friday 22nd sept at @18:15pm after returning from the beach items of clothing namely a bra, vest top and bikini bottoms were placed on the hanging rail provided on the balcony, only to find the next day that these items had been defaced by ongoing works on the resort.
Although a sign is displayed on the ground floor level of each lift notifying guests of work being carried out between 9am-17pm there is no disclaimer stating that your property is at risk of damage due to these works especially out of the time stipulated!
The fact that the items were place in this area after the time stated therefore leaves the hotel liable for this damage at a value of £68 to replace.
Housekeeping had tried to clean the items to no avail and as much as this was appreciated it's far from a resolution.
I look forward to a very swift 24 hour resolution to this matter as I leave the resort on 26th September and do not wish to have to deal with this matter when I return to the UK and resume normal daily activities.

Yours faithfully
Rebecca Gentles

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Update by Rebecca Brown
Oct 01, 2017 12:04 pm EDT

Dear Sonia
It is with huge regret that I find myself in a position where I am having to escalate an incident @ the Riu ochi Jamaica resort that I frequent.
On Friday 22nd sept at @18:15pm after returning from the beach items of clothing namely a bra, vest top and bikini bottoms were placed on the hanging rail provided on the balcony, only to find the next day that these items had been defaced by ongoing works on the resort.
Although a sign is displayed on the ground floor level of each lift notifying guests of work being carried out between 9am-17pm there is no disclaimer stating that your property is at risk of damage due to these works especially out of the time stipulated!
The fact that the items were place in this area after the time stated therefore leaves the hotel liable for this damage at a value of £68 to replace.
Housekeeping had tried to clean the items to no avail and as much as this was appreciated it's far from a resolution.
I look forward to a very swift 24 hour resolution to this matter as I leave the resort on 26th September and do not wish to have to deal with this matter when I return to the UK and resume normal daily activities.

Yours faithfully
Rebecca Gentles

Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

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5:53 pm EDT

RIU Hotels & Resorts several

My husband and I are staying at the Riu palace punta cana. As I am writing this there is a cockroach making it's rounds along the bar top at which I am sitting. Not to mention the 3 I had to kill in my room last night. I am aware that there may be pests by a beach but to know that they are on and around the food that is being served makes me gag. I had a wonderful time at the Riu palace Aruba last year no complaints but you pay for what you get. I am really disappointed by my experience here. As soon as I walked into my room there was an overwhelming smell of mold accompanied by spots of black mold on the walls all over. I tried to call room service last night only to find the phone does not work and the jack doesn't even have power. I have been looking forward to eating at Yokohama for 2 days and guess what? IT'S CLOSED. The icing on the cake is that my poor husband is stuck in our room with food poisoning from the Italian restaurant we ate at last night because Yokohama was closed. We had to cancel our excursion for today because he is so sick. I am one pissed off puppy. Aside from all the negative aspects I will say that I do love the beach and pool and the workers are outstanding. I met up with an employee names Wilson who has been going out of his way to make my husband and I happy and the entertainment crew is a lot of fun. The food and the room meh...

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4:34 pm EDT
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RIU Hotels & Resorts [censor] service

Well this is the most [censor]Tiest riu ever, spoken to several people who got a food possioning here. When I went to dinner at las dunas a girl fainted and rolled over in her own vomit, I asked for a wet towel but the staff here didnt get us one. I needed to go to reception to complain and get a wet towel, by the time I got back the girl was gone and nobody could tell me where she was and of she was okay. The staff "mileiza" (a girl who works here but doesnt give a [censor]) told me she doesnt know where the girl is, when I asked here how come she doesnt knows and if she doesnt concerne about here guest she responded "I work for the money". Im so disgusted by this hotel and riu is a done case for me. Later on when I went to the buffet I could see a possible reason why the girl was sick, it was full of buggs. Ive been to lotw of riu hotels but this one is a nightmare, I wouldnt reccomend it to my worst enemy.

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10:20 pm EDT

RIU Hotels & Resorts safety and security

Currently on vacation at Riu Sri Lanka and after returning from our day out received a call from our Tour Company informing us that our fantastic tour guide had been attacked outside the hotel-barrier gates and badly injured by the local guys that hang around on the beach and quite frankly are an absolute nuisance. They spend the day harassing you to the point where you can't even enjoy sitting peacefully on your balcony watching the ocean. I am absolutely disgusted that security stood and watched and did nothing to help...

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1:58 pm EDT

RIU Hotels & Resorts clubhotel riu tikida dunas

I would like to make a complaint regarding my experience with my overall holiday,

On arrival to the hotel i was shocked to see so many cats around the hotel( around 30 to 40), they were all over the complex and even in the canteens and restaurants, they were sat on the chairs and there were cat hairs everywhere, surely this is not hygienic, not only am i allergic to cat / dog hair which makes my eyes very soar, but the hotel seem to cater for cats as we did notice cat cafes all around the hotel, I was very disappointed, surely this should be stated on the holiday booking page,

Look forward to your reply

Thanks
Darren

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1:12 pm EDT

RIU Hotels & Resorts disgusted by cockroach in the room. ref rnt2dnwa

On the 24th of September sunday morning at the riu ocho rios Jamaica I found a cock roach running through my hand luggage as well as on the towels in the bathroom. I made a formal complaint to the front desk and little to no attention was given to this, they didn't change my towels or show any form of urgency or concern to this matter. This is go against health and safety rules and regulations in a 5 star hotel that such an unclean insect should be in a hotel room. Worse running all over my clothes in my hand luggage.
I would need compensation for this because the lack of customer care service is very disappointing and poor sanctions I will be leaving the hotel today I will like a prompt and favourable response from the hotel

Regards
Deane

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12:10 pm EDT
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RIU Hotels & Resorts facilities at riu karamboa

Hi arrived at riu karamboa 14t sept 2017 for 2 weeks...

Its rated a 5 star but closer to 3 im all honest. Its not the first time ive stayed at riu..

Firstly we took our 9 month old baby so we intented using the childrens area where its quieter.
So we arrived the complex is massive and everything is a long walk,
Sowe went the childrens area and got all.stuff out. Toys. Boats u name it.. we wnted baby have a great time.. we soon realised there was no toilet area outside for children or parents to use. There is a mini club there with toilet and water drinks inside but the opening hours are very limited.
We soon realised there was no drinking facilites at childrens area.. now.i needed see someone.. so i wemt to our thomson reps who were shocked by the outcome amd didnt realise that was the case.. so they assured me they would speak to management at riu.
Later than evening i spoke with reps who looked a little red faced.. they apologised and said they speaking with riu but they were not interested and were understaffed etc..
I was shocked at that and i must admit i didnt quite believe it.
So the next opportunity i got i sat by the reception and waited for manager at riu..
I waited patiently for management and soon one arrived..and asked for answers as to why he was not interested.. he said thomsons had not made him aware and he will sort issue out immediantly.. and make sure kids and parents have facilities open all day.

I came away happy and told me wife and all the young familys around tbe childrens area the situation.

However roll forward 24 hours and the situation was the same
So this time i went upto reception and requested a manager who i spoken with previously his name was Judn ddniel. I know this as i asked him to write it down on paper.
I aske him again. But this time he became infuriated and tried telling me he was understaffed and had other areas of concern.
Surely children need drinks facilities amd toilets in place. I asked to see his manager. He bacame short fused and began to walk away. I said. Im.a paying guest and i hae health and safety co cerns for children in that area. He shrugged his shoulders and said u can usethe restaurant at the pool side or the reception for toilets. I said.. its 5 mins walk with baby. I have pack.all equipment away and put shoes on etc.. and tshirts for restaurant.

The air conditioning also didnt work until last night.. so we had 8 nights of torture.. red hot. To the stage where baby had to be showered every night at 1am awhen waking up hot.

Recption promised me the issue had been resolved.. but eerynight was same.. half te hotel were complaining.. and eventually t was sorted.

There is no.where near enough beds around normal pool an alot are broken too.

I will say the staff were fantastic though apart from the manager who i dealt with.

Look forward to your reply
.

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8:54 am EDT
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RIU Hotels & Resorts rooms and customer services

Me and my partner checked in the RIU, Ochi rios Jamaica, on the 8/09/2017. We checked in at 1.30pm (I understand that check in is normally expected to be 3 pm) However we was told that the room is not yet cleaned so we can hang out till 2.30pm. At 2.35pm we was then told by front desk that the room is still not clean so to wait till 3pm. We re tried again at 3 we was then told 3.30pm. we re-tried again at 3.30, the room still not clean. By this time I had stressed that we have had a very long journey and that we are tired. So they allocated us to a different room, after asking for a king size bed, they joined 2 beds together and gave us a brick wall balcony so when you sit down you can't see anything but a brick wall, the room stunk frowsy like someone had left wet clothes in there for a week. So again we had to go all the way back down to the front desk, they gave us another room, after waiting ages again, but they never listened because we got another brick wall. No Riu class gifts like we usually get, oh sorry they said we had been given a gift for an apology, yet these were standard gifts we should have got anyway for being Riu class members... yet I had to ask them for these. Then I went to purchase some stuff from the gift shop which came up to $12, 96 I was asked if I wanted to contribute $1 towards their charity. I said No thank you, upon entering my card into the machine the lady typed in $13, 00... I asked her how much did she say the food came too, she said $13, 00 mam, so I said ok... when I got my receipt she had taken 4p under the title of charity... after I said no thanks? ok 4p is nothing really but that's not the point, how many others is this happening to and how much more is she taking when people say no... I was fuming, but as my partner said, you could spend half or nearly all your time complaining and get no holiday because it's too time consuming to deal with these matters. But all in all that's theft. Then on the beach you have people approaching you to sell weed, so there again your safety is compromised, no security in sight, these people are standing openly on the sand and it feels very uncomfortable because sometimes they just stand and stare you out . Someone must know this is happening because there's about 4/5 people selling, yet they tell you not to smoke it on the hotel premises. After this is the 8th time at the Riu, I will not be investing into this place again, it reminds me of Jamaica grand before it was closed down. So glad my partner had a car so we could venture out.

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1:17 pm EDT

RIU Hotels & Resorts service

To whom it may concern:

This is a written explanation and complain directed to a RIU resorts Management.
.

On January 1st, 2017, I was residing in RIU Palace Peninsula in Cancun, Mexico. After
A sea food dinner, I started to have very bad cramps in my stomach. Around 2;00AM I have
started to vomit and the cramps intensified to the point that we decided to call for a Hotel doctor.
I need to mention that we had very early flight back to USA (6;35AM). The doctor came after about
40 minutes and applied several treatments that eventually stopped the vomiting and reduced my
temperature. I was able to function well enough to get to the airport and proceed with my return home. However, for next couple of days I have felt very weak. Also, I want to mention the fact that this Doctor took “by accident” my passport with her. It caused tremendous amount of frustration, nerve racking last minute situation before our flight back to the States.
This was my 4-th stay in one of your resorts. I was impressed by the service, by the elegant look and everything that used to make my vacation very pleasant in your resorts until that particular night. The service desk people were not too helpful and they totally ignored the fact that my passport was basically “stolen”. Also, for my husband remark that I got the food poison at the resort their respond was very unacceptable. They said that I had to have too much to drink. I might add that I don’t drink alcohol for the past 12 years and definitely that was not the case.
In general, I was very unhappy with the departure from RIU Peninsula in Cancun and promised myself that I would never return to any of your resorts. However, I decided to give RIU one more chance to reestablish the great opinion that I once had about your resorts and I am going to return to one your resorts in Riviera Maya. I am taking several friends with us this coming winter. We booked the vacation for 7 people in January 2018 starting 01/07/2018 and lasting until 01/15/2018 in RIU Tequila. I hope, I will be able to enjoy my stay along with my friends as much as we used to in the past.
Thank you for your cooperation and consideration

Sincerely
Margaret and Slawomir Zdzieszynski

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4:01 pm EDT

RIU Hotels & Resorts not advised of closed hotel

A few months ago I made reservations at the RIU Santa Fe in Cabo San Lucas, Mexico, for the week of September 9th thru the 16th for myself, wife, daughter and son-in-law. Upon arriving at the RIU Santa Fe we found the resort buried in mud due to hurricane Lydia. Our driver called and was instructed to drop us off at the RIU Palace next door. We walked in the lobby only to find that this resort was also closed. After talking to a clerk at the front desk, we were told that we would be relocated to a different resort, the Royal Solaris. I asked about transportation and was told that we would have to pay for a cab to get over there. My first complaint is that the RIU did not notify me that the resort was closed. I was in the reservation system with all of my contact information so THERE IS NO EXCUSE FOR NOT BEING NOTIFIED.
My next complaint is in regard to the 2nd class resort where we were relocated. Ocean swimming / water activity is prohibited due to the ocean conditions year round at this location. Food services were inadequate especially with one of the specialty restaurants being closed the length of our stay. Three of the six days we were there (we only stayed 6 nights) we had to call repeatedly to get our room cleaned. We attempted a tour booked through the Royal Solaris and it too was for the most part a disaster. Tour staff were rude. While the management of this resort is not the responsibility of RIU, putting us up in this 2nd class resort was the responsibility of RIU.
We were told that the RIU Palace reopened so a part of our vacation could have been salvaged but when I called the RIU Palace to ask about moving back they said they didn’t know how to do that. Yet other guests at the Royal Solaris advised us that they were moving back.
We have stayed at RIU facilities in our past travels numerous times. We stay at RIU because we expect a higher level of quality and services. I expect to be compensated for this travesty. If you want to keep me as a customer, please provide me with feedback to this letter.

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3:24 pm EDT

RIU Hotels & Resorts whole holiday

just come back from 2 weeks at cabo verde palace sal. All i can say is thank god i have experianced having stayed in spain and the carribean in your hotels as if this was my first time i would never return.The staff are rude you have the odd good ones julieanna in resturant lovely and the pool towel guys who take some stick.The maid was dirty and our room was not cleaned as it should have been or the mini bar filled up every two days i had to ask on day three as we had no refreshments in our room.Towels placef om sun lounges at 5am but not used until after lunch.Food chicken and fish raw resturant manager acknowledged it tock lur toom numbers to leave us something in our rooms for bringing it to his attention never got anything at all so poor customer service.Drinks watered down with water at pool bar witnessed by ourselves to make it go further merengue cocktail.Sickness and diarrhea epidemic 9 out of every 10 people we spoke to sick for up to 9 days and going home ill needing tests but no one at the hotel or tour company or reps said anything it was word of mouth and seeing it with our own eyes.When leaveing to go home rooms being fumigated beforr others went it and to kill the cock roachers mosquitos and over run by flies. The hotel needs closeing down and deep cleaned to stop the epidemic before it turns nasty. The staff need to learn how to talk and treat customers and come up to scratch with the riu name. Touareg in boa vista could teach them as this hotel was excellant all the staff the grounds men maids the food entertainment staff brilliant
I feel very let down by riu that this hotel has not been addressed at all as i am sure others have raised the same serious complaints.This hotel spoilt my holiday and my faith in the riu chain ? if i will ever book again with you so sad 😔

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9:13 am EDT

RIU Hotels & Resorts the rooms, food, behavior of staff and overall dissatifaction

I traveled to the Riu Palace in Carbo San Lucus during the week of 7/11/17 - 7/17/17 for my friends wedding anniversary-We reserved a junior suite with double beds with an ocean view. What we got was a hotel room with a single bed. We headed to the front desk and spoke with a VERY VERY UNFRIENDLY Yanya. When we told her that the problem was her response was "we do not have a double bed, we only have that one". I told her it was unacceptable because it was not what we requested nor is it what we paid for. She basically said there was nothing she could do and that we had to wait until the next day to see if another room became available. I said no because the room we have is not what we paid for and we wanted what we paid for. She said your request is at the hotels availability and a double bed suite was not available. I asked for a manager at which time with a attitude she indicated that she was the manager. She then told us that we had to speak with our travel agent or the "rep" at the hotel about the issue.

The pools closed at 6:30 pm and the bars closed at midnight. Even though we had drink dispensers in the room we did not plan to spend all our time there.

The 24-hour whatever it was had old food and news tv; not my idea of entertainment. There was hardly any entertainment; we basically had it entertain ourselves.

For what it cost to stay here you would like the staff would be more friendly and there would always be something to do.

I traveled to the Riu in Montego Jamaica from 9/13/17 - 9/16/17-Upon check in I remarked that I recently traveled to Carbo San Lucus and stayed at the Riu palace and what a bad experience I had. We this was much of the same. My initial room smelled like someone had left trash in the room for days and closed the windows. When I walked into the room the smell took my breath away. After speaking with the front desk I was assigned a new room. The bed in the room was like sleeping on the floor and the "sheet" was a curtain used as a sheet.

Food-it was the same food EVERY day. It would have been better if there was a variety of choices. The food in the 24-hours bar was old-it looked like the food had been left there for a day or so.

The WI-FI did not work in the rooms nor did it work outside the room. I had to make several trips to the front desk to get help with logging in.

The pool was dirty. There was a film floating in the surface of the water. There was a lot of sand on the bottom of the pool. There were tiles missing for the sides of the pool. None of the jets worked in the whirlpools.

There were cats roaming all over the resorts. There were in the eating areas as well as the pool areas. One of the cats drank out of my cup, EWW.

For the last 2 days of my trip I had to shower in cold water because for some reason there was no hot water on the resort.

These were the worst vacations I've EVER taken. I really regret that we chose to stay here.

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12:23 pm EDT

RIU Hotels & Resorts rooms and service

I regret to write to you however your staff has left me no choice.
Having travelled to all continents which include numerous countries and various hotels i was shocked at the service i received in your Riu Montego Bay resort.
Upon our arrival we were rudely asked to give tip for our luaggage. I believe tip is optional maybe i was mistaken.
Once we got to our room with our 5 month old son we were welcomed by flying ants all over the room. We immidiatley left the room scared one of us might get bitten. It was 10pm we called reception and we got a new room after calling 3 times. We finally got the room on the first floor which smelt like mold. There was no appology except for cold remarks like ' you got a new room'.
We spoke to the general manager of the resort Frank Sondern and were quickly dismissed.
I understand that i am not the only concerned human with a baby but this is unacceptable.
This is not a 5 star and I am willing to bet that the only reason why you are getting 5 star reviews is because mostly Jamaican's are leaving them.
Your decor is outdated and you havr mold throughout rooms. Riu can not come close to a 5 star especially due to poor customer service.
I would definetly not recommend this hotel, Jamaica to anyone as i feel that you are taking peoples money for a 5 star yet giving a treatment of a 2 star.
I hope this email finds you well and hopefully someone will wake up and do something.

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1:14 pm EDT
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RIU Hotels & Resorts reservation cancellation by riu santa fe

Hello,

We are very saddened to hear about the severe damage as a result of the tropical storm at RIU Santa Fe and we hope the recovery process is underway. However, we are writing to you to express that we are immensely dissatisfied with the treatment we received and the handling of our reservation by the RIU Santa Fe.

My friends, Kelly & Jamie Barnes included in this email, along with a group of 10 people from Chicago were booked at the RIU Santa Fe from September 3rd - 10th, 2017. On Saturday September 2nd, we (myself and Mrs. Barnes) received a distressing email about the storm and that our reservation was cancelled. Being somewhat familiar with the hotel industry, I was aware that in situations such as this, guests are transferred to another hotel. I contacted the "Supervisor Call Centre" to discuss the alternative hotel and also followed up via email regarding an alternative accommodation. We were told there are no other hotels and the only option presented to us was to either change our travel dates or change our destination. For various personal reasons, neither option was acceptable. With less than 24hrs to our departure, we scrambled and ultimately found another hotel, the Paradisus, and eventually joined the rest of our party from Chicago. We later came to know that this is the hotel that several guests were referred to by RIU at no extra cost. Throughout our stay we heard from various guests that they were transferred by RIU to Paradisus at no expense and seemingly no issues with the transfer.

We have seen and read numerous social media posts which are obviously very damaging to the RIU reputation. Before we post about our own experience we are respectfully asking that RIU consider reimbursing us for the differences in the extra cost that we had to incur through no fault of our own. We attempted to find affordable rooms and comparable to the RIU Santa Fe as best as we could given the short notice. The breakdown of our costs is as follows:

Kavanagh:
Asking for reimbursement of $1, 030.93 USD

Barnes:
Asking for reimbursement $1, 561.91 USD

We believe our request is very reasonable and fair. Given that we had specially asked for other recommendations, was told there was none, only to find out later that several guests were transferred to the Paradisus by RIU at no extra costs to the guests. RIU in the past has been an exceptional hotel and we have recommended your resort to many friends. We are extremely disappointed in the lack of communication and service surrounding this event. We are giving RIU the opportunity to correct this wrong and restore our faith back into the RIU.

We ask that you respond within 5 business days.

Look forward to hearing from you or your insurance carrier.

Sincerely,

Ashlinn Kavanagh

And

Kelly Barnes

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10:22 am EDT
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RIU Hotels & Resorts food poisoning

To whom it may concern

I am currently staying at your Riu Tikidi resort in Agadir, Morocco. Unfortunately me, my partner and one year old daughter are all suffering with illness since our fifth day at the hotel. We believe this was caused from the food as it has the same side effects as food poisoning. The local Chemist also advised us that all the symptoms match up to food poisoning. I have had to purchase several items from the chemist for all three of us and we have had to cut down to basic meals and fluids. I tried to find a rep at the hotel but haven't been able to get any assistance so i have just informed the main reception and multiple staff in the hotel who have been more than helpful. I feel like i have to make this an official complaint to yourself as its not just mine and my partners health that has been effected but also my daughters who is now not eating at all. We are all feeling very unwell and not enjoying our holiday as a result.

I hope to hear from you soon

Kind Regards
Thomas AndersonV

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7:33 pm EDT
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RIU Hotels & Resorts staff rudeness

At the riu hotel costa del sol at 02:15 on the 9th of September we received a phone call to the room which we did not answer due to the fact that we thought someone was prank calling us, to then get a knock at the door as I went to the door wearing little clothes a man who was a hotel staff member let himself in the room and said that the tv was to loud the neighbours can't sleep. Bearing in mind the tv is capped at a certain volume and it wasn't reaching that volume. I said ok and he said if you don't turn it down now or off or I will come and do it. I think this is inappropriate behaviour for a member of staff to let themselves into a bedroom during the night, it frightened me and I felt that I should have been able to answer the door myself not have a male member of staff entering making me feel uncomfortable.

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12:13 pm EDT
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RIU Hotels & Resorts unprofessional / unprepared/ misinformation / rude

riu Palace, cabo san lucas, mexico, I made my reservation in late May 2017 for 2 guests arriving on August 26, 2017 and departing on Sept 2, 2017. using cheap caribbean.com. My reservation was for a king Size bed in a swim-up room. upon arrival to the resort, I was given a regular room with two full size beds in a non-swim-up room, this situation was fixed at the front desk at an additional cost of $400.00 dollars. then, the resort was hit by hurricane estel, Electrical Power went out leaving the resort guests to fend for themselves, the management staff never sent any staff to check on guests, the elderly, or even look into families with small children, asking if any guests needed or even offered flashlights, glow sticks, or even candles. when staff was asked about basic needed items, management was nowhere to be found, staff had no answers to simple questions for example: how are meals going to be distributed, fresh water, how would toilets be flushed. we were left with no answers to basic questions. when management became available we were treated with rude tones and facial expressions like they were being bothered by my questions. I have been caught up in hurricanes before in other resorts never with RIU, and the resorts followed emergency plans, they communicated with the guests on how to do things and where to go. guests were checked on regarding basic needs. given basic supplies in order to ride out the storms / hurricanes.
RIU Palace in Cabo San lucas was very disorganized, some staff members were even observed leaving guests stranded with no direction what so ever. a substantial amount of money was paid for an enjoyable vacation at your resort but what we walked away with was an experience that left a very sour taste.

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2:16 pm EDT

RIU Hotels & Resorts scam, food, bars, entire hotel.

On July 29, 2017 my girlfriends and I stayed at the Riu Palace in Punta Cana. Upon arrival, we tried to check in (about 12 o'clock) because we had switched to an earlier flight being told we would be able to check in. When we got up to the desk, the gentleman took all of our info, opened a map and said, "your room is over here, it is a terrible view, but for a small charge we can get you a better view" we decided we weren't going to be hanging out in the hotel room so we did not care about a view. After telling him we were not interested in the upgrade, he told us we could not check in until 3. So we decided to get something to eat at the buffet. Unfortunately the buffet was not open yet so we had to take our luggage and walk around the resort until some where with food opened up. We go back at 3 to check in and we go to our room (with no help to find it). After unpacking our bags we went to turn down the airconditioner because it was very warm in the room. It did not work. The view was of the roof off to the side. We then went to put our stuff in the safe and the safe was broken. We called and asked them to repair our safe. He told us he would be up in a minute. Almost two hours later still no one came, so we decided to see if we could still switch to a different room. They told us it was $150- which we ended up paying because we needed a safe. The front desk attendant got us a new room. We asked if we should come to the desk to pay and he said no. We gave him the money, and he put it in his pocket once we got to the room. There was no transaction (which at the time didn't think anything of) but we realized it could affect our check out. Now, we wasted our entire first day because we went to the pool at 615 and it closed at 7! That is something that should be advertised because we specifically booked this resort due to the swim up bar, but had to use it before 7! I wish the complaints stopped here. The food at this resort was absolutely horrendous. We walked out of 2 of the restaurants due to it being inedible. Not only that, but even the buffet wasn't anything to rave about, which is fine because you don't expect much from a buffet. On our 3rd day there, we met a couple with children and were talking about our experience here, turns out that they put this couple in the same room the originally put us in, and charged them the same thing for the upgrade. Is this a ghost room that is used to get your guests to upgrade? Our last night there, we hear a knock on our door at about 1030 pm, we open it and it is housekeeping. Why is housekeeping coming so late? It was very strange. After this experience, I do not think I will every stay at a Riu resort ever again, and after talking to many people about it, they will not either. I do not feel like I got my moneys worth at all, and to me - this entire trip was a waste of money.

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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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Contact RIU Hotels & Resorts customer service

Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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