RIU Hotels & Resorts
Reviews and Complaints

I am writing to make a serious complaint as i am currently staying in your ocho Rios Hotel with my husband and 2 children and we are in room 2317.

We are absolutely furious as there is no hot water this morning. We have our little boy who has had an accident last night and we are unable to even wash him off as the water is ice cold! I have called reception who are no help at all and dont even have a time frame nor did the person even apologise for the situation.

Not only are we disgusted with the customer service but find it simply incredulous that we are paying for a 5 star hotel but dont even have basic functions of a hotel! We might of well stayed somewhere else. On top of this we have been here for 4 nights and the alcohol has not even been replaced! My mother Sonia Aiken has requested an iron several times but one has not been provided to her room 3250.

We are checking out today and need to have a shower and bath the children but with your unhelpful staff we are unsure on If this will happen.

Most certainly will not be staying here again and having to make my little boy walk around smling like wee! Not impressed at all!

Regards
Naomi Charlton

Good afternoon,

We recently returned from our first trip to Panama. Given we have stayed at Riu resorts in the past, we were confident that our stay would be exemplary, as with past experiences. Unfortunately, our experience was the exact opposite. Issues commenced from the moment we arrived. Our flight was delayed; hence, we did not arrive/check-in at the hotel until after 9pm. Once settled, we inquired about food options, as we were travelling with 3 young children (6, 5 & 3). We were advised the buffet had just closed. We questioned if we could grab a few items as they were clearing the food, to feed the children, to which we were told that was not possible. We were then informed that food was available in the Sports Bar; this consisted of stale nacho chips and handmade sandwiches. No surprise, the kids refused to eat it. When we elevated our issue to the front desk, we were met with an incredibly rude individual, who told us to make due with what was available in the Sports Bar. We decided to start day 2 fresh; however, the issues continued to mount from there. Multiple instances of rude wait staff (1 actually rolled her eyes when we asked for milk for our coffee one morning?!?). The room showers do not work properly, you are either met with scalding hot water, or freezing cold water, there is no in between. One of the closet doors actually fell off the sliders, and came crashing down, as is elevated. Of note, the closet doors appear to be solid wood and are extremely heavy. We elevated this, along with some other concerns to the hotel manager. After only a few moments into the conversation, it became abundantly clear our concerns were not a priority. He expressed no concern over the health and safety issue regarding the closet door, acknowledged the rude staff issue to which he responded that Panamians in general are rude individuals?!?! And even commented that the value we received is what we paid for. It's clear the issues at this resort are fuelled by management. Our entire party was disappointed with our Panamian experience. This was our first (and last) exposure to the country. I was astonished at the lack of professionalism exuded by the facility manager. Furthermore, I am surprised that Riu Corporate would tolerate this type of behaviour, given he represents your brand. My husband and I visited the Riu Ochos Rios last year, and had an absolutely amazing time, the accommodations, food & hospitality well exceeded our expectations. Without a doubt, the Panama resort pales in comparison. I can assure you, we will likely consider using another company for next year's vacation, as this experience has left us questioning the consistency of services amongst your other resorts.

Such a shame.

Regards,
Christina Bentley

We checked in to your hotel on 15th feb 2018 we were told there was no breakfast no drinks and anything tobdo with food and drinks were unavailable. This continued for the time we were here till 18th feb 2018.
When we came to check out we were charged for a service you didn't provide $40 for the use of the gym which has been closed off the entire time we have stayed at the hotel. The lady at the deck then said it was also for taking our bags to our room. I did inform her i carried my own bags up and down with no help or offered any assistance . I think it is appalling that this charge should be taking place when the facilities aren't even open.
I feel my stay in your hotel has been disappointing not only did we not have any food or drink the fire alarms are going off at 5 in the morning.
I look forward to hearing your response

We were in Riu Berlin (Martin Luther strasse) from Saturday 10 February to Tuesday 13 February
Booked a junior suite and there should be bathrobes and slippers in our room... nothing there.
But one day we found out that we missed a roomkey, we left it in the dockstation near the door in order to charge the Ipad when visiting the city.
Reception claimed the roomkey was taken by housekeeping as a penalty for wasting energy...
We left tipmoney for housekeeping when we left, ofcourse this was gone too... and we were rewarded and thanked by this stupid action!
Also the showercap was taken away and not replaced.
We visited several Riu hotels in the past but we are shocked by Riu Berlin!
At reception when we asked questions the lady wrote our roomnumber on a small loose paper and she promised to register our complaint. I am afraid they didn't do it actually.
Nowhere to look up this (for us) new rule in which you can lose your roomkey! Not happy with this hotel!

My husband & I have have stayed in most major resort hotel chains from; Iberostar, Melia, Bahia, Blau, etc. But never before have we been this upset & disappointed. Worse yet, on our honeymoon.
We travelled half way across the world from Toronto, Canada to Riu Creole in Mauritius to have our honeymoon ruined.

This is what ruined it for us:
1. Hotel was pre-notified that its our honeymoon. While checking in the clerk Nitesh confirmed that the hotel does special things for honeymooners & to leave it to him, he'll take care of it. He did nothing.
2. 3 days later our toilet won't work. Takes 3 flushes to flush 2 squares of toilet paper. Nitesh filed my concern & said he'll get it looked into it. I asked him about the honeymoon thing he promised. He asked what time was our dinner reservation & he'll take care of it after we leave our room. He sent someone to fix the toilet & it was NOT fixed. He did NOTHING about our honeymoon.
3. On day 5, my husband told me his dilemma with Nitesh. My husband had asked him to get him flowers/roses & add charge it to our room. He promised my husband he'll get it done & once again did nothing.
4. Then there's the horrible service from staff. Doesn't mater if you're having breakfast, lunch or dinner or where you're having it, you ALWAYS have to chase the staff down to get coffee or still water or a drink. Every hotel chain I've been to, the staff always comes around & asks what you would like to drink, except this one. One time the server brought me a mug of coffee, no cups, no milk, nothing to go with it.
5. One day we ran out of towels and called asking for towels. They said someone will bring it shortly. No one ever came. Had to use our beach towels to shower.
6. We kept getting wrong room calls from front desk.
7. Honeymoon ruined thanks to our mistake of choosing the Riu Creole.
Riu Creole, you've ruined our honeymoon, your staff needs to be trained that customer service is first & unless you improve your service & customers are satisfied, you will lose more customers.

Will never again visit a Riu chain!

Unhappy customer from room # 3048

Good afternoon

We have been checked in to this "24hour all inclusive 5 star resort" for no more than 24 hours and we would like to either be moved to a different RIU resort or get a partial refund.
Here are the biggest issues we have had in less then 24 hours. Please understand there have been other issues along the way and I am happy to provide more details if you would like.

It's not 24 hours all inclusive like you advertise. A simple request like mimosas in the morning can not be fulfilled because the only bar open 24 hours is the sports bar. All other bars close at 10 pm and open at 10:30

No coffee maker in rooms. Again, the only coffee a valuable before 8 am is in the sports bar

Restaurant hours not as stated.
4 out of the 5 restaurants have false hours.in fact, the "snack bar"that states it has snacks from 3 - 5 pm has no food.

Incorrect maps. The maps you printed have I correct information. The pools are in correct, the hours are incorrect and the 24 hour information is the most basic of basic. It is February, which is peak season.

Black mold in newly remodeled rooms

Please contact me at [protected] with queations and answers

Sara
CPM, IATA, SMP

My daughter and son and law were married at the RIU on January 25th 2018. The ceremony on the beach was beautiful but it very quickly went down hill from there. The following list outlines the disaster that ensued:
1. the prepaid chair ribbons were not transferred to the chairs at the dinner
2. there was no bouquet for the bride to toss even though it was paid for
3. dinner was so slow and there was only two people serving many guests
4. The bride and groom have a contract that states they had the ballroom until midnight
5. Dinner was late and we did not get to ballroom until 9:20pm, at that time there was no ability to set up the music as the set up team had forgot the auxiliary cord. A guest thankfully had a computer in his room that we set up at 1015pm
6. the wedding planner sent an email saying no strobe lights and there was strobes lights so my son could not stay at the reception as he has a severe seizure disorder
7. before 11pm the bar was closed down and the bar staff was kicking people off the chairs to clean up. As I stated before we have a signed contract that states we had all the services until 12am
8. When the groom approached the bar staff to explain, one of the bar staff pushed him - yes put hands on the groom on his wedding day
I have one daughter and I can say in no uncertain terms that your organization ruined her wedding. I have never been so disgusted, at 1120pm my daughter was in bed and I watched her cry herself to sleep. We met with the wedding planner and the manager and I am so saddened by the lack of compassion and caring from the manager. She was inappropriate and couldn't wait to get out of the room.
The groom's mother had a massive heart attack prior to the wedding and worked so hard to be well enough to travel to see her only child married and the wedding was ruined. 24 people spent a lot of money to travel to your hotel for this wedding and this is the disgusting way your staff presented themselves.
Your organization stole those precious moments from us, moments that we will never get back. My daughter didn't get to throw her bouquet or do her garter toss. We had less then 1 hour in the ballroom.
My heart is broken for my daughter and her husband and for his mother, my son and for me the mother of the bride who will never get this opportunity again.
I wanted to file a police report regarding your employee that pushed my son in law but the hotel assured me it was taken care of.
Please do not respond with a standard form letter with a quip apology, I am devastated. My daughter and her husband need to receive a full refund for the wedding, they need your organization to truly apologize and make restitution. You also need to find a way to apologize to the grooms mother and me and my son for the disaster and aftermath of the wedding.
I am a reasonable person but if I am not satisfied that you redeem yourself as an organization, I will be forced to start a social media campaign to let the world know all about the disgusting treatment of my family by your organization.
Please respond ASAP.
You can contact me at [protected]@sympatico.ca or by phone at [removed]
[removed]

The toilet bowl over flowed twice. The first time was about 3pm on 1/24/18 I enter the bathroom I slipped and fell hurting my foot, I got a good bruised on it. The second time was in the middle of the night (2am). 1/25/18 it was all in the bathroom & the hallway. It took one hour 4 someone to show up! it took about 45 min. to clean it. need list to say I was very tied in the morning. I am 62 years old the fall was not good 4 me, but I am fine now. The manger told me to contact u (Luis Miguel Catena) And voice my concerns & hopes for my inconvenience. We did enjoy everything else there. The 2 days on a sore foot was tough getting around. That being said, a small jester of appreciations would go a long way on my next riu resort. thank you for your time Vincent papa. p. s. we stayed at riu palace tropical bay jamacia.

On January 11, 2018 at Riu Caribe- my boyfriend pulled out a dresser drawer to put clothes inside and the drawer did not stop like it is supposed to, it came flying out on to the top of his foot and broke it. The resort nurse looked at it and said we needed to see the doctor. We said no thank you because we didn't want a huge medical bill. When we got home he got it checked out and it was confirmed broken. I reported it to the front desk the day it happened and the girl behind the counter did absolutely nothing. I went back a day later in hopes to tell someone else who would care and it was the same girl who again did not care but just said "he must have pulled it out with too much force." They did not offer us ANY compensation of any type. VERY disappointed and appalled at the customer service at Riu Caribe.

My family and I were very excited to try a "luxury" riu resort 5 star and are extremely disappointed.. we did Not get what we paid for.. the rooms were not clean they had cockroaches, ants and other bugs that did not look familiar. The food was just awful, we have stayed in 3 star resorts that had better food. The entertainment was terrible and seemed to cater to young children 10 and under when the crowd was a much older crowd.. The pools were disgusting and never saw anyone clean them during our stay? I actually had hair wrapping around my toes at one point.. The beach could have been beautiful but no one cleaned all the sea weed on the beach. The drinks? Wow. Disgusting! They had so much sugar that you couldn't even drink them. Not sure what you call premium but we certainly did not get premium. My family and I could not wait to get home the experience was just horrible. How can you advertise the riu bambu a 5 star when it's barely a 3!

I booked and paid for the highest class room, was told when I arrived it was not available for me, and was given a standard room (next to a noisy ice machine!). Most upsetting was that I was told that no refund is possible because I didn't book directly with RIU, and that nothing else could be done. After being informed of this, a key card was shoved into my hands and I was told "go that way" and not even offered help with my luggage. All in all, I've never had a resort or hotel treat me this badly nor did I think it was even possible. So, take this into consideration if you're thinking of staying at the RIU Palace Las Americas during your valuable vacation time.

Firstly, I should state that I travel regularly. This is the first time and the last time I would book a Riu Hotel resort. I stayed at Hotel Toureg in Boa Vista. Whilst the architecture and pools are in line with a 5*. Everything else is 3* at best. Your restaurant booking policies are a shambles, with restaurants empty and food very average and very poor in sum. Non smokers are subjected to constant smoke whilst dining outside, due to tiny space for non smokers and the rest for smokers (in this day and age with children - its disgusting). Your gym only has 5 machines which are old and broken and you have queues at 8am for access due to not opening earlier. Asking for additional water and towels was a constant problem. When we complained to a "manager" his response was to blame the local staff and Riu company policies. Which you hired. Says everything I need to know about your policies and staff training and hiring. Worst hotel experience for some time.

We arrived at the airport in Costa Rica from Toronto on December 23/2017. Our flight was delayed due to a snowstorm in Toronto. We boarded a bus that took us to our destination, The RIU Guanacaste. We were told by the bus tour guide that the restaurants would be open until 10pm and the hotel would express check us in so that we could eat. The 4 of us were very hungry. We were on the first bus that arrived at the hotel front desk to check in at 9:37pm. We were upruptly told that the restaurants all closed at 9:30 but we're told "that there would be some food in The Sports Bar that had been set up for all of us s they were aware that we were arriving late." They provided stickers to place on our luggage and were told to do so and then go and eat as someone would bring our suitcases to our respective rooms. We proceeded to do so and went within minutes to the "Sports Bar". By this time a second large tour bus had arrived. There were a minimum of 100 people (conservative estimate) all congregated in this Sports Bar trying to get into one refrigerator with glass sliding doors. I observed that there were clear plastic containers that I later identified as containing cold hotdogs on a bun or a cold burrito. Many of the containers were opened and the food had been touched as people were trying to see if each container contained something other than a hotdog or burrito. There was a tray on the bottom of the refrigerator that had a few pieces of cut up fruit that was sitting in the fruit juice. I refused to eat any of it as it had been picked over and touched by many different hands at this point. My boyfriend took a bite of the burrito and proclaimed that it was absolutely disgusting and discarded it immediately. His two sons tried to get some food but all that was left at that point once the crowd moved so that they could get into the refrigerator, was 3 pieces of damaged fruit. We all went to bed hungry. In the morning my husband went to brush his teeth and immediately observed that his toothbrush, that was laying beside the sink, was covered in dozens of tiny little ants. These ants were also all over the nozel of my face cream that I had left on the counter. There were hundreds of tiny ants all over and in the sinks. We immediately called the front desk and asked for someone to come. We waited over 2 hours. No one came. My husband went to find someone. He returned to the room with a manager that he said was "the manager of the bar area". This man stood and looked at me as I attempted to convey our concerns. He did not go into the bathroom to look at the ants/bugs. He then left. I called the front desk AGAIN but the woman that answered barely spoke English and she did not understand what I was saying. Both myself and my husband went down to the front desk and asked to speak to a manager. I was clearly very upset. The Manager, made known to me later at "Borgias" (dark hair, approximately 6'4", slim build) approached us. He shook my husbands hand but I refused and told him that I do not shake hands due to health reasons. He was not pleased with this and his entire attitude changed because I wouldn't shake his hand. I knew at that point that he was not going to help us. He rolled his eyes and rudely asked, "Okay, what is your problem?" He was NOT wearing a name tag. I had to ask him his name later to which I was told "I am not afraid to tell you my name." We proceeded to articulate our unhappiness with how we had been treated thus far, the lack of food and not being able to eat in a restaurant upon arrival when we were told that the restaurants would be open until 10pm and we clearly arrived before 10pm. Borgias was very rude and condescending. He stated, "I don't know who told you the restaurants would be open until 10. They close at 9pm. We knew that your plane would be late so we had plenty of sandwiches set up in a cooler for you and we restocked the cooler at least 3 times." I told him that I found that hard to believe as there was barely nothing but a few opened containers of cold hotdogs and burritos that had been picked over and a very long line of people to get to a microwave to heat them up. I also told him that we were on the first bus that arrived so there was no way that we had arrived last by any means. I then proceeded to tell him that our room was infested with ants and that we had asked for a manager to come and see how they were all over my husband's toothbrush and the sink area. Borgias did not care. He stated very rudely, "I don't need to see a bunch of bugs" He told us to "take it up with our Rep back in Canada." I bluntly asked how our Rep in Canada was going to deal with the downfalls of the hotel that he was responsible for. He then asked what we wanted. I stated that I wanted to be moved to another room. My husband had asked when we first arrived if we could pay to upgrade to a jacuzzi suite and were told that there were none available. I told Borgias that I wanted to be moved to a room that didn't have bugs. We were moved from a room in the front of the hotel on the bottom floor (#105) to a room in the back of the hotel (#2001) that had the worst view possible. It is my belief that Borgias did this to us to punish me for not shaking his hand and for complaining. At no time did Borgias apologize for any of the problems. He did purchase a new toothbrush for my husband but never apologized for anything. Borgias could not have been more rude, smug or condescending. We went to our new room (#2001) and I proceeded to lay down in the bed because I was so upset at how our vacation was turning out and a large roach/insect jumped onto me. I immediately swatted it onto the floor and observed 2 more on the bed! My husband went down to the front desk to get assistance. He pleaded to be able to upgrade rooms in order to make me happy as I was so sad and he left me crying in the room as this was Christmas Day!The lady at the front desk told him that there was 10 jacuzzi rooms available but that she would need authorization from a manager to upgrade. She radioed Borgias who arrived and told my husband after speaking with the woman in Spanish, that there was NOT any jacuzzi rooms available but he would move us to another room. My husband returned and told me that we would be moving yet again. I showed him another large bug found in the bed. We packed and a very nice man from the concierge helped us move our luggage to our third room (#3077). I was so upset at everything that had transpired thus far that I did not even go for dinner as I had lost my appetite. My husband later brought me a plate of food. I then went to brush my teeth and observed that the bathroom sink would not drain. And the toilet was not flushing properly. The next morning I went to flush the toilet and it wouldn't flush at all and was about to overflow. I took a shower and there was barely any water pressure. I called the front desk and was told someone would be there in 15 minutes. That was at 10am. At 10:37 no one had arrived. Our safe wouldn't lock or the door stay closed at all. I couldn't leave the room to go and eat unless I carried all of my valuables (passports, jewelry) with us. We went down to the front desk and told them all of the problems. My husband asked again if he could pay to upgrade to a jacuzzi suite just to try to make me happy and salvage our vacation. We were told that only a manager could authorize that. She went to radio Borgias and I know that would be to no avail I'm getting any assistance from him. We told her to nevermind. They sent workman up and I sat and waited while they attempted to fix the plumbing issues and replace the door to ththe safe. Finally after over an hour and a half, we left once the safe was functioning properly and we could leave our valuables in it. The workers were still attempting to get the one sink to drain and the smell emanating from the bathroom due to the pipes being opened was absolutely horrible. We then went down to the buffet restaurant and as soon as I walked in I ran directly into Borgias. He just looked at me. I was the one that said "Hello." He then said hello back but quickly walked away. I would've expected him to extend ANY kind of apology, but none was forthcoming.

I am beyond disappointed and disgusted at how we have been treated by this man. He has all of the power to make things right. And he failed. We spent over $12, 000 for the 4 of us to enjoy a holiday in what was expected to be a 5 star resort with exceptional service. I have been left with nothing but the worst feeling and experience possible. I will never return to a RIU resort EVER again. We didn't even receive an apology! My husband received a new toothbrush. I threw away my expensive face cream that was covered in ants (the nozzle) but didn't bother bringing this to the attention of Borgias as I knew what his response would be - Nothing - or he would tell me to contact "my rep" in Canada. This entire experience has been horrible. From the moment that we arrived the lack of care or concern for our late arrival and having absolutely garbage food available (barely any at that) set the tone for how our vacation would be. I'm now determined to write negative reviews on any and all sites possible so that I can hopefully prevent others from wasting their hard earned money at a RIU that obviously does not care once they have your money. And as far as the Manager "Borgias" is concerned, he needs to be retrained in his customer service skills and learn how to at least extend an apology and take responsibility for the downfalls of the hotel that he is clearly representing.

Dear RIU,
it's frustrated to have an issue with my stay at your hotel then even more disappointed to find out that I can't even find a link on your website to file a complaint.

I'm right now staying at your location in Cancun Mexico. I understand you only allow up to 2 devices to access the internet for each room; any additional device will need to pay additional fees. Sure, you want to make money, no problem. But after completing work on my laptop, I can't log out of the account to let my phone access the internet. I tried to use both IE and Google Chrome, both saying access blocked, network error; tried to google your company's wifi link and see if I could do it there (filled up account number and password but can't login). Went to reception desk, told me there's nothing they can do. I asked if they could just kick out the 2 devices attached to this room and was told no. I need to complete the last piece of work from my phone and don't want to wake up my wife in the middle of the night . It's so disappointed to find out the hotel cannot help. It's also worth pointing out that the hotel doesn't have Cable internet. I was thinking about using laptop to access internet using cable; and phone using wifi. but was told there was no cable available.

Please improve your internet. We are just a few days into 2018. Internet is a necessity to daily life.

My fiancé and I stayed at your hotel in September for a week. On the last day of our stay, we were robbed from our room. We went down for breakfast and got back to our room at about 10:30am. When we inserted the card to get into the room the card would not work. We went down to the lobby to speak to the front desk. They informed us that they would fix it. It took them about 30 minutes and I believe that during that time was when they stole my jewelry. I did not notice it missing until a few weeks later. The earings are fancy and I would only wear them on special occasions. The earrings and bracelet set were not only pricy but have a sentimental value because they were a gift. I have stayed at your hotels before and have referred many friends but after this experience I never want to go back. I have called the US office and no one has done anything. I am disappointed in your staff and how you've handled this situation. Apart from this, we had other issues with our stay. Including the front desk staff trying to offer us a better room for $20-50 more if we kept between that person and us. So sketchy! I'm hoping RIU will contact me to make things better. My fiancé and I were even considering a RIU hotel to host our wedding. I want RIU to do something about my stolen jewelry. I have receipts with the price of the stolen earnings and bracelet and proof of pictures that I had them on the night before we were robbed from our room from your staff.

Arrived Nov 26 via SunWing a couple of days after flood only to be informed all is repaired and normal. Spent a week with all pools and gym closed except very tiny swim up bar. While wading in that pool Tuesday cloudy substance entered through jets and everyone ordered out quickly almost panic in lifegaurds voice. Stampede that insued left me catching toe on pool drain and breaking toe so unable to make 10 minute walk for swimming to Riu Montego Bay. Ala cartes closed many days throughout week not what was advertised at time of booking. Ocean had 4 inch deep mud that you sank into if you tried to swim there. First time staying at a Riu very let down for what I had always thought was a first class resort !

I work for TUI UK and I am part of the Riu partner club. I booked a 1 night stay for my parents at Riu palace Mexico as they were in port for the day off a cruise and as they have stayed at this hotel before I thought it would be a lovely idea. This was to celebrate my father's retirement so I wanted to make it special for them.
On arrival at hotel they were told that as the reservation had been booked with my card they could not check in. My father contacted me back in the UK very angry and stressed. I contacted the hotel directly and spoke to a very unapologetic man who happend to be the manager. He was very rude and didn't apologise once for the inconvenience caused. I then contacted RIU reservations and was told that as it was my card this was procedure. When I booked this on the riu website it did not make this clear. It didnt say this on the confirmation and I do not recall seeing anywhere where you had to present the card that was used to make reservation. I am deeply upset about this situation. My parents were left humiliated at the reception desk and make to feel like they jad.done something wrong. I also found it very unprofessional when I spoke to the manager at the hotel he said that he dealt with my parents and they have left the hotel now as they were 'pissed off (his words) I am manager at a TUI store in the UK and I don't feel this is appropriate at all.
This has caused alot of stress and upset to both myself and my parents and it has ruined what should have been a memorable experience. I have stayed at Riu palace Mexico 3 times and I honestly say I will never go back again. I am also reluctant to recommend and book Riu hotels in the future to my customers.

We travelled from Manchester to Riu Montego Bay in Jamaica on 26/08/17-09/09/17. I booked this holiday of a lifetime in January 2016 through Thomas Cook we travelled to Jamaica to renew our wedding vows with our family at a cost of £20, 000 when we returned i sent a complaint letter on 25/09/17 to Tui who ‘lost my email' so i had to send the letter by post. I have been chasing it up weekly, finally have received a reply from their directors office, a gesture of good will in the form of £400 cheque. I spoke to Shante Campbell a senior customer support advisor who explained as we paid the Riu hotel directly for the renewal of the vows and the photos we should contact Rui directly. Also most of the rest of our complaint was about incidents at the hotel. I feel very annoyed that this was left nearly three months before i was told to contact Riu but i feel its upto Tui to deal with my complaint.

As a loyal customer of both yourself and the Karamboa, it saddens me to have to make this observation. Whilst the standards of the hotel were once again superb on my recent visit( 25/11- 2/12) it was completely overshadowed by the lack of management of both standard and quantity of sunbeds provided on the beach front, every day was a challenge to find beds or beds that were not falling apart! There is lots of space on the beachfront for beds however people were having to pitch down on the sand as there were not enough available or were broken. I noticed this time that the development of the building of a new hotel next door is progressing and I hope this inspires someone to review these standards, I look forward to seeing an improvement on my next visit next year.
On plus side I have been here for the last four years and never had to complain, likewise I have used your hotels for the last 10 years across the world and have always been impressed by your standards, looking forward to visiting your Porto Cana in may.

Regards
Peter Mills

I have very expensive make up brushes and one has been taken from my room. No one at reception seem to care and told me 'unfortunately these things happen'. I am still at this hotel until tomorrow. This brush cost me £42! I am devastated that it's been taken.

My name is Emma Andrews and I am staying in room 214 inside the main hotel. The guy at reception I spoke to was called Louie.

Kindest regards
Emma