SUBMIT A COMPLAINT

RIU Hotels & Resorts / jamaica rui negril

Negril, GB

Monday 20th November I logged a repair with the reception at 07.10 to be told by a female receptionist that the maintenance would be a long time they hadn't started work
My door would not close I was stool in my room as couldn't leave By 11.30 my husband went personally to reception and they radioed someone no apology My husband removed a bolt so we could shut door and we went for food after missing breakfast 15.30 we went back to the room and no one had been and the cleaner had also reported it I rang reception again and told the gentleman I would like to speak to a manager He said Can I know what about and I will pass it on and get her to contact you
I explained that I could not close my door and had rang at 7.10 this morning My husband had been at 11.30 and still no one He put me on hold for a while and came back and was very rude He said Madam you don't understand someone could have been you would not know you don't have to stay in your room I stated originally my door would not shut and I did and no one had been
He then raised his voice and I had to remove the phone from my ear saying it was not 𝙼ens able and we would have to move rooms etc etc He said he would get the manager to contact me
Then within 10 minutes 2 maintenance men can adjusted the bolt and said they didn't have an Allen key and were finishing shift and someone else would come
No one came this will happen again to someone else
My complaint here is the service from reception A few days earlier I needed a grilled and one was put in the room while we dined we were left a note through the door asking if we were happy with the service and given a call
No follow up call about my complaint or about the repair
Something so small be made to feel I was in the wrong
Customer service was non existent the first thing I should of been given was an apology not told Madam you don't understand
No body spoke to me about my complaint this is why I want someone else to know
This hotel has great prospects
It is over staffed a lot just stand about
No one takes ownership
Typical example painted the pool... got covered on paint lots of areas missed could of sanded areas first
Someone needs to manage this hotel a fresh pair of eyes needed
Staff need responsibilities
Customer service is the key
Do a job right first time
I'd love to manage this hotel and put it back to standards as believe me there is definitely enough staff to do it
No one is perfect but a simple bolt ruined my holiday I have never complained before but feel this hotel could reduce your reputation if others are made to feel like me
I also have a picture of a hand written note off the cleaner asking me to not put suncream on in the room as she could fall ... I've never done this so laughed it off

Please respond as I was made to feel like I had done something wrong when all I wanted was to be able to leave my room for breakfast securely

Natasha Dunnachie

RIU Hotels & Resorts

Na
Nov 27, 2017

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