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RIU Hotels & Resorts Customer Service Phone, Email, Contacts

RIU Hotels & Resorts
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1.2 480 Reviews

RIU Hotels & Resorts Complaints Summary

21 Resolved
459 Unresolved
Our verdict: If considering services from RIU Hotels & Resorts with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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RIU Hotels & Resorts reviews & complaints 480

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6:23 am EDT
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RIU Hotels & Resorts customer service and accommodation

We arrived at Riu Santa Fe on 9/15. We requested that accommodation keep our group in one local (as we are a family). They spilt us into different buildings. First room had bugs on bed room 5231. So we went to front desk with pictures explained that we were not comfortable with room. Asked for supervisor refused to get one, then said she was the supervisor Cynthia( no mame tag). After much talking changed room to 9115. Opened door to couple having sex. Rm 8224 half dead roaches.

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12:40 pm EDT
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RIU Hotels & Resorts room, maintenance, staff.

We stayed at the Riu Palace Aruba from September 3 to September 10.
My daughter and I were assigned to section C at resort. The shower in room did not provide any privacy, it had clear glass and was not enclosed in a bathroom.
I talked to the director, I believe his name was Juan Carlos, who initially did not want to assist. After discussing with him and advising I was not there with my husband and privacy was required, he finally assigned us a new room.
We were assigned room 125. Waited until 3 o'clock as room not ready yet. At 3 o'clock I went to get key card, upon entering room, maintenance person was painting ceiling in entrance. I talked to housekeeping person in hallway who contacted reception to advise them maintenance was painting our room. Proceeded to return to front desk and they assigned us to other room 139 until paint fumes dissipated in 125. Was told room should be ready by 6 o'clock. At 6 o'clock went back into 125.
Next day daughter noticed ants crawling into luggage from hole in wall and crack around plug. She notified reception ex 9 who had maintenance and housekeeping address.
Again, the next day we had the same issue with ants and maintenance came once again to caulk the holes and cracks.
Next day, noticed no latch lock on sliding door. called reception ex 9 to advise required lock on sliding door. Note: although they kept reassuring me someone would be there shortly to address this issue, lock was not installed for two days. Note: also noticed screen door which was there when we initially entered room was now missing and I notified reception ex 9 of this. They added screen door 2 days later.
Next day, in the evening, daughter was in bathroom taking a shower, I was in bedroom getting ready to go out, ceiling in entrance started dripping heavily. Daughter came out of bathroom and slipped. I called reception Ex 9 and they advised would send maintenance and housekeeping to fix and dry floor.
Maintenance advised air conditioning drain issue and reason for leakage. They dried and I assumed cleaned drain. Housekeeping came in and mopped excessive water that had dripped unto floor. We assume this issue was resolved but upon entering room after diner, air conditioner was dripping excessively again. Called Reception ex 9 once again to advise. Maintenance and housekeeping again came to fix air conditioner and dry floor.
Pool and beach staff Male tried to lure my daughter into bathroom and again on a separate occasion into room to have sex. She advised security and we are hoping this was addressed.
Day before leaving resort tried to speak with Vanessa the manager of hotel but was told she was not in.
Day leaving resort, tried to speak with Vanessa again to report all these issues but was again told she was not in. Note: they lied to me, when
talking to Sunwing representative Marouchca(not sure if this is correct spelling) she told me Vanessa was in fact at the resort but most likely in a meeting and she(Marouchca would note these issues) and I am hoping would discuss with Vanessa.

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10:15 am EDT

RIU Hotels & Resorts food poisoning

We are currently staying at the resort and got food poisoning Thursday night and didn't leave our room Friday. All we wanted was to be comped the one day we were unable to leave our room. The reception workers had no idea what to do and were doing everything they could not to let us speak to a manager. When we finally did speak to a manager, we had to constantly call back to get any updates. Then nothing. This morning we spoke to the sub director Vincent Gomez who was equally unhelpful. We asked to speak to his manager and he said he's the only manager. When really his manager isn't here today. He would not even give us her name until i had a full breakdown in the lobby. Customer service is so poor here it's unreal. We are staying at the Riu Palace in Cabo. We want a refund for the day we were stuck in our room.

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10:43 am EDT
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RIU Hotels & Resorts santa fe

It is with great sadness I report our one day at Santa Fe has been appalling.

None of the food has been to temperate. I am extremely concerned for food piosioning. Went to 4 different resturants and I am not picky, but none of the food is edible. I cannot explain how this is the biggest issue. Another issue is that we sat down in the Asian restaurant and it was over 90 degrees and smoky.

Dinner time the restaurant closed 45 minutes early and they refused to seat us. We had to throw a fit. Dress code is not inforced.

Housekeeping locked the joint suite door and we were locked out for an hour waiting on them to come unlock it.

Our room air conditioner is pretty much broken and it doesn't get colder than 75 degrees.

And last but most importantly. We have found bed bugs. I have video of it attached.

Please get back to use ASAP

[protected]
Haley Gale

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7:07 pm EDT
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RIU Hotels & Resorts restaurant service

We are currently staying at the Rui bambu and have a compliant about a meal service we have had tonight. My husband went to book a table for the steak restaurant and was told he couldn't have a table until myself and daughter was there ( we were on our way) but allowed a Spanish man to sit and wait at a table for 30 minutes, I found this as a racist attack..
Once we were given our table the waiters were trying to put our starter down on the table before we were seated or even offered a drink.. I refused the starter until I was given a glass of water, after that we wasn't offfered a drink again but the tables either side to us were offered drinks:.
Once we started to eat our main meal the waiter brought out desert up and tried to place it on top of my steak that I hadn't finished eating. I asked him to remove the desert and wasn't offered one again..
I spoke to the restaurant manager who looked at me blankly and I asked if he understood me which he replied yes but not once did he apologise for such terrible service..
We have paid a lot of money to stay at your hotel and don't expect to be treated any diffeeent to anyone else.. even the bar staff are racist where you could be standing at the bar waiting to be served and they will go out of their way to serve a Spaniard who as arrived after you.. I don't expect this service from a Rui hotel and would like this compliant to be dealt with ASAP and professionally..
many thanks
Mrs Adams

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2:18 pm EDT
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RIU Hotels & Resorts management at the riu le morne

Booking reference- 4673837
Sunday 22nd July - London Gatwick to Mauritius 2.45pm
flight TOM58, we paid for the premium service enabling us to travel in a little more comfort. The dedicated check in was extremely good and certainly meant we did not to cue for long periods of time ( Karen Jackson - has MS thus finds standing up for long periods extremely difficult).
Whilst on the flight we were certainly not as impressed as we thought we would be. We sat in 1A and 1C. The presentation caused some concern as the area of our seats was not entirely clean. There were no menus on board for us to select our food preference. The wine was served in plastic glasses. The cabin crew, talked consistently about the week they would be having in Mauritius, one member stated this would be her fist time in Mauritius, they even said they were booked into the Hilton Hotel with a food only package and as no alcohol was included they purchased bottles of vodka to take with them. We certainly do not have an issue with cabin crew holding their own conversation, but this should not be at the expense of TUI customers.
When we arrived in Mauritius, the cabin crew failed to inform us there was a premium desk at immigration. Therefore as we didn't know we joined the long line of others waiting to be seen. This standing time caused a great deal of distress to Karen Jackson. It was only another passenger asked an official at the airport, we were pointed in the right direction.
The transfer from the airport to the Rui Le Morne, consisted of a mini bus, the driver took us to the wrong hotel, albeit it was only next door, the driver failed to apologise for the mix up.
Whilst at the Rui Le Morne, we feel we need to point out the following:
After a night of sickness, Mr De Gaunza telephoned the hotel reception and asked for a Doctor to be called to the room. The Doctor arrived shortly after, and after his initial consultation/examination, he informed us he would be calling for an ambulance. After about 30 minutes an ambulance arrived, to take us to a clinic in Flcik en Flack. We left the hotel and got into the ambulance and as you can imagine we were prettified, not only because we were in a country where we didn't speak the language and had no knowledge of the medical system in place. NO ONE from the hotel reception or management came to speak to us, not even to ask if were ok or offered any support.
At the clinic in Flick en Flack they did not have the facilities needed, therefore another ambulance was called and were transferred to clinic Nord in Port Louis. Mr De Gaunza took the opportunity to telephone our insurance company, and telephoned TUI in the UK to ask that our rep in resort be notified of the situation (phone bill £122.45) After an hour or so Sindy our rep at the Rui Le Morne telephoned, she found out we were at the hospital as the uk agent emailed her.
After 24 hours at the hospital, we were discharged and had to spend 2700 rupee's (£57) to get back to the hotel. After a further few days, no one from the hotel management team could be bothered to ask if all was ok. We went to see Sindy and asked for assistance at the airport for the return journey, having MS can cause mobility issues and to add sickness on top can cause issues. Sindy said she would organise this for us.
On our last night at resort, we asked to hotel reception for a contact email address, as we wished to complain about the treatment we received from the management team. The receptionist said he could not give us this, and asked if we would like to see the manager, we agreed. The manager came over to where we were sitting in the reception /bar area. He did not sit down nor ask if we wanted to join him in his office. Instead he stood looking down on us, he said he didn't know why we were not happy, he was extremely rude! I calmly and quietly we explained why we felt let down by the management, and asked why they hadn't informed the rep what had happened. The manager spoke to us whilst looking over our heads, he was more interested in other guests. In fact he was so rude, Karen Jackson ended up in tears. The manager told us to complain if we weren't happy but he didn't know why! The manager could have just apologised and asked how I was, and would definitely suggest the RUI group organise some customer service training staff!
We visited the Doctors surgery on Sunday 5th August to get a fit to fly certificate. We waited for 2 hours to see the Doctor, when he saw us he said we didn't need to wait to see him as an appointment had been made for him to call around to our room, no one told us this!
On Monday 6th August, we travelled to the airport, no assistance had been organised and I wasn't even asked for my fit to fly letter.
You will note we have used TUI for our annual holiday every year, and definitely have never been treated so badly by hotel staff.

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7:02 pm EDT

RIU Hotels & Resorts service and rooms

I travel all over and was very disappointed by treatment of montego bay and riu palace staff. Each hotel blaming other when i wanted to book additional few days at Riu palace. Very unhelpful. Wasn't happy with partial sea view and no upgrades available in montego bay. Could not visit Riu Palace after being told could. Need chaperone from montego bay. Considering this is my historical birth family country, i am so upset. Not good start to holiday. Stayed at Bahia Principe and Riu Ochi so was really not expecting this bad service. Ruined my holiday already and here for wedding. Wanted to organise my wedding possibly at Riu no chance now.

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2:49 pm EDT
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RIU Hotels & Resorts theft

Hello,

My name is Carlos Arias, reservation ID# WRC06U2Z. I am a RIU class member and have been staying at RIU hotels and resorts for over 10 years. In all my years of staying at RIU hotels and resorts around the world I have never had any bad experiences until last week. My fiancé and I decided to get married on July 21st, 2018 at RIU palace punta cana. The total amount of the wedding was well over $50, 000 because of our 30 guests, flights, transportation and other expenses. The wedding was almost $10, 000 with the Indulgence package and extras. We also booked a suite. With that said we would of imagined that everything would go as smooth as possible and that we would not have to worry about absolutely anything at all.

Ms. Astrid and Ms Anyeli Rodriguez made our wedding very memorable, we had a great time as far as the wedding went and it was very beautiful. For that we thank them.

As for the Riu Palace resort itself. We were horribly and beyond words disappointed. We spent out of the 5 days at the resort more time at reception and in Mr. Melkis and Mr. Rani Ghosheh's managerial office than enjoying our stay at the resort. We checked in to suite 2059 the first night and it did not have any Air conditioning or hot water and it smelled like paint, technicians came by for hours and could not resolve the issue and told us the resort just opened up a few days ago after remodeling and had a lot of issues. We then had to repack our things and with our 8 month old daughter got changed to suite 2138 on the other side of the resort. This room also had issues with hot water and a toilet that did not flush. We contacted management and our wedding coordinators and more technicians came to our room. In order for us to get hot water the technician said we needed to leave the faucets on so that hot water can travel to our $2, 000 suite. All of our guests, some who had suites just like ours also had issues and complaints. This made us very upset that we spent so much money to get rooms that where below standards. We then could not leave the room because the card key system was not working and they could not provide us with a card key until late at night so we did not enjoy our first day at all. There was also an issue with getting us the baby's crib to sleep in, the said they ran out of cribs and then they apologized because they realized we had one in the first suite then brought it over after midnight, way past the baby's bedtime. I have all the text messages and phone calls as proof of all this. I am a Police officer in the United States and have a lot of experience with preserving evidence.

During the next few days it was issue after issue and stress for Janina and I. On Thursday July 19th, I noticed my diamond watch was stolen from the table stand by our bed and my new Gopro hero 6 which i purchased for our vacation and wedding was also stolen and only the case it was in was left behind. I spoke to reception and then to the managers who did an investigation. I then made them aware that the door to our suite does not close properly and Mr. Rani came with me personally to verify this and with a technician who said he would fix the issue. I made it aware to Mr. Rani who said he would help me in this matter, possibly through the hotels insurance. I have video of the door and its defect, which is how whoever broke into the suite was able to get in. Mr. Rani was very very helpful even gave us certificates for the Spa while Mr. Melkis Diaz was not and kept brushing us off which was very rude even after i told him to call local authorities he still ignored my request. On my wedding day I had a meeting with Mr. Rani who like I said before was very helpful and even surprised that on my wedding day I still met up with him to deal with this invasion of privacy and theft.

Please advise what next steps I should take for this claim to be granted in the amount of $4, 500 for the Diamond watch and the Go Pro hero 6 camera that was stolen.

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2:58 pm EDT
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RIU Hotels & Resorts service

We were a party of 16 persons arriving at different days.some from Canada, others from Florida. My group of 4 came from NC. Our dele make with the hotel started before we even got to the hotel.
1-My husband upon making the reservations months in advance made an error for the departure day when he told them THURSDAY the 25th. When he realized that 25th was actually the Wednesdays 2 hrs after making it. He called back to be told nothing can be done. When he gets to the hotel to fix it there.
2- The fights we were scheduled to arrive on got changed a t last minute. We called a day ahead to explain so we could get to the hotel with the free transportation. They saI'd you were booked at a certain time so call this number when you get there. We did and for 3 hours no answer. So we paid for a cab to the hotel. The hotel said no reimbursement bc they have nothing to do with that.
3- We booked for the Jacuzzi Suite and needed a folded bed for our kids. It never came so we had to all sleep together on one bed. Very uncomfortable.
4- The next day we changed rooms to 4025. Need to be out of the room at 11 a we would get the room at 3pm. It was not ready on time either. Finally after 4hrs it was ready but a very nice room and excited to start our vacation. Only thing was the out side Jacuzzi did not work. We called several times to the front desk who just brushed us of not ever putting it in the system. After 2 days we when to the front desk and was very calmly explaining that we paid for amenities we have not been able to use we were passed to Jorge for Public Services. Who soon said we should takeep a seat for the manager he is not talking to us anymore bc he does not want to make a mistake. I told him so we should just sit here indefinitely. I had to tell him that's not how that works he should at least take our room # and cell numbers . He finally did. We foundo Sarah the manager around the property and made our complain. She at the least listened.
I would like to see a reimbursement for the 2 nights without the use of the Jacuzzi, for the money spent on taxi to get to the hotel and for the worst customers service ever experienced.
We will give the company until the next business day before writing a review as a Travel Agent. Also you have a Commercial Pilot with a far reach.
Patrick Laing/July 21st-25th/R4025

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10:21 pm EDT

RIU Hotels & Resorts riu palace macao, punta cana

Arrived on 17th July, first impressions not great - run down facilities, grotty and smell room and the worst customer service humanely possible. Requested to move hotel as this is not a 5 star resort by any stretch of the imagination. Wait until the next day to see if we could move hotel. Not possible to move to a separate complex or even across to a different hotel in the same complex. Wait a further day to get changed in to a different room, new room is damp, wet, patches of wet paint on the walls and ceiling. We are sleeping with towels on the bed because it is so damp. Requested to change room at 11 at night, nothing possible and no manager to talk to. We are currently waiting until the morning when there will be one. Disappointed doesn't even cut it, poor hotel, poor staff and ruined a very expensive holiday. And we still have 7 days left.

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10:24 pm EDT

RIU Hotels & Resorts reservations desk

I called the hotel again after getting my flight and arrival details earlier today to provide this data for airport transfer service offered by your hotel. A normally simple process turned out to be major problem and resulted in me contacting your office for immediate results.
I and my spouse arrive on aug. 29, 2018 with united airlines flight # ua1276 at cancun airport at 4:15 pm (16:15)! Please reply and confirm that we will have transport waiting for us!
The reservation is confirmed under: hans dittert, confirmation number #rnt2psn4, for a j. Suite (as per reservation details), all inclusive!
I hope to have this information confirmed as soon as possible to avoid more unpleasantness. Reply to: [protected]@yahoo.com, thank you, hans dittert

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Update by hans Dittert
Jul 18, 2018 10:25 pm EDT

Nothing to update prior to contact!

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1:43 pm EDT

RIU Hotels & Resorts 7300454 booking reference thomson flight

Hi,
me, my husband, daughter and 2 friends with there son went to morrocco on the 9th july to the 17th july one week.
when arriving to riu tikida gardens we didnt have much help we was only given our key no directions or anything and also told dinner finishes in 10mins to go in now otherwise we wouldnt get any food which all hotels i have ever been to extend food for new arrives.
secondly the england game was shown on a screen at the end of the game a morrocco stayed a massive arguement and a few punches between people happened with my 1 yearold and friends 6 month old present i was not happened and didnt expect this behaver off anyone.
Thirdly the bars closed at the hotel at 12am which was acceptable but at 00:10am everyone was sitting outside in the sitting area just chatting with a few drinks and the security guards come up to us all and said get to your room now before we call the police etc this really shocked us all and didnt no what to say so we went up to bed even tho we was ready.
Fourthly at the end of the holiday we always got the passport control info sheets put though our door to complete before we leave but this didnt happen we have to ask if we need to do them and do all this on our own accord.
For the star rating of this hotel the staff and food wasnt acceptable either.
We did not enjoy this holiday at all.
look forward from hearing from you.
thank you
rebecca byrne

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8:27 am EDT
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RIU Hotels & Resorts the hideaway resort nungwi zanzibar 8th july to 16th july 2018 - poor standard and service.

Dear Sir/Madam,

my husband and i booked this resort as part of our honeymoon following safari and understood we were heading to a luxury all inclusive 5 star resort. When we arrived we were told that it was not in fact all inclusive and that bar snacks and certain drinks were chargeable. We then went to the pool area only to find that not only was the area old and tired but that there were not enough loungers for all guests and the service (or lack of) was limited. The chairs in the bar area were worn to a point of fraying and the staff at times seemed so disinterested that it could take 20 minutes to get a drink, even when no one was otherwise waiting. we were told that we could not eat at the restaurants which were not the buffet unless we paid or we ate of a set menu, this is something we have not experienced in other 5 star resorts. The food in the buffet was monotonous and cold and not of a standard we are used to at all. when we complained to the manager Motasem, we said that we were shocked that the hotel was no better than a 4 star in Europe and it was three times the price, the response we received was "this is Africa, you should expect less", he then simply tried to get us to leave the hotel but to where? he seemed to be happy to help other guests who complained of similar problems and many were upgraded and treated with respect. We felt like we were a burden to this manager and he was in no way helpful to us at all. we were assured that we were going to a luxury hotel and that we would have the holiday of a lifetime, unfortunately this was not the case at all. We will be telling of of our friends, family and others how poor the device was and the fact that it is not what it purports to be. we will be posting reviews on as many sites as we can to explain how bad it was and posting photos. it is such a shame that the hotel and in particular this manager were not as good as some of the places we have been to in the past and it has left a taint on the remainder of our very expensive honeymoon.
We are so unhappy about this that we feel the need to write directly to you to let you know of our experience. Please advise as to what you would do regarding this matter.

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3:12 pm EDT
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RIU Hotels & Resorts unethical behaviour

I am the travel agent who has been trying to sort out this HUGE Customer Complaint issue with Sunwing Vacations Customer Service Department. As I am getting nowhere with them, I am going to turn to you directly. I sold Nicole and Alain Daoust and their son, Hunter Shiells to stay at your Palace Costa Rica March 9th for 1 week. They were booked with Sunwing Vacations and their booking number was: [protected]. Please find below the email that I rec'd from the clients, which I have forwarded to Sunwing with no action taken.
"From: Daoust, Nicole [mailto:nicole.[protected]@rbc.com]
Sent: Thursday, March 15, 2018 12:06 PM
To: Annette Hines
Cc: Daoust, Alain; Daoust, Nicole
Subject: RE: Costa Rica Incident
To whom it may concern:
During my families visit to the RIU palace in Costa Rica, we encountered the un imaginable. There was an attempt at bodily harm.
Two large Alpina bottles of water were opened ( sealed )by us from the mini bar fridge in our room and put on our night stands to use in the middle of the night. Nicole's bottle was opened on Monday, March 5th and Al's was opened in the evening of Tuesday March 6th. In the evening of Tuesday March 6th, Nicole started feeling Ill. On Wednesday March 7th she experienced stomach cramps along with constant purging. We chalked it up to something she ate however she had not eaten yet and it was 11am . On Thursday March 8th, our son, Hunter Shiells, accidentally dropped his bottle of cola on the cement patio. Wanting to clean up his mess, he decided to use Nicole's already opened bottle of Alpina water on her side table. He opened the cap and poor out the contents onto the cement patio. This is when he noticed the white residue and pink substance as seen in attached pictures. Concerned, he then continued to poor our the contents of Al's bottle of water and out came the same substance.
In a panic, we gathered up all the materials and headed down to the front desk to bring the matter up with the sites director. We did not feel any carrying or compassion from the employees of this resort. In fact they had no concern and said that a manager would have to talk to us and to come back to the front desk in 2 hours. We hung out in the lobby and no manager ever came nor contacted us via phone or coming to our room. Although we got lucky and may not have ingested this substance, this could have been a very serious situation, resulting in severe bodily harm and even death.
I would like this concern brought straight up to head office of RIU Palace and a full investigation into this matter. It is plausible that other guests have encountered the same incidence and feel that immediate attention should surround this issue.
My families next steps:
1. Get substance analysed for chemical composition.
2. Take incident to social media, warning other travellers of the dangers.
3. NEVER visit a RIU palace again.
Please contact either one of us (both email address cc'd) at your earliest convenience.
Alain Daoust & Nicole Daoust

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7:13 pm EDT
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RIU Hotels & Resorts riu montego bay

My friend and I just got home from our 5 night stay. We arrived Saturday 7/7 and came home today 7/12/18. Our vacation started off wonderful, the resort, beautiful.. everything seemed perfect. Until, Monday morning we got ready for the pool went to get some tip money out of the safe (that they suggest you use when you check in). I opened the safe to find our $650 USD gone! The only thing left was $1s and our passports. We were completely devastated. We immediately went down to tell management to our surprise did not care AT ALL. It was blatantly an employee who took our money out of a secured safe! A man with a name tag that read "A. Atkinson" sat down and stared at us like he didn't have the time of day. He really could care less about this situation, like this was second nature. We wouldn't accept no for an answer and demanded something be done, he said he'd have to check the room. Said he had to check the room for "clues" CLUES could you imagine? We learned there are no cameras in the hallways of the buildings so basically you're on your own. So he was clueless had nothing to tell us, so we wanted a manager. Here comes ANN MARIE GRIZZLE. She's the assistant security manager who should be fired. She sat down and stared at us didn't want to hear anything we had to say, gave us dirty looks. We expressed we have no money left, not even enough to check our bags.. they said there's nothing they can do they're not responsible even though their brochure states they are ONLY responsible for belongings taken from the SAFE! Which they were. She told us the only thing we could do was call the cops. Said the cops wouldn't come there and that we'd have to go there.. mind you this is going into 4 hours of the runaround by security and management — now we have to take more time to go to the police station. When we arrived there ANN MARIE GRIZZLE basically defeated the purpose of filing a report and said "their housekeepers don't work past 6pm and no workers are in their building after that. NOT TO MENTION we spoke to numerous guests and our own personal experience have seen first hand housekeepers and "security guards" roaming the halls all night long. So going to the police was pointless bc Grizzle wanted to make it a one man show. There's so much more to this — then we're stuck at the resort another 4 days, no money, no compensation, no apology. Basically treating us like criminals. Ann Marie Grizzle decides to walk by us with dirty looks the rest of our stay. When we asked how the investigation was going she said "why are you telling people money was stolen from your safe" we replied bc it's true — she said "management doesn't appreciate that" and we said we don't appreciate being robbed after working and saving to come here .. guess what she says? "We can force you out of the hotel". A guilty mind will always play defense and that was them from the start! Keep your valuables on you if you don't listen to this review and stay here.. don't stay in room 4142 the last room in the hall way, they don't care about you they just want your money. Ann Marie Grizzle and Atkinson should be fired! They're definitely all getting a cut from their guests expense! It's sad when two women who were complete strangers, offered money to check our bags and the hotel couldn't do that. We spent so much money to travel there, to not even get as much as a one night refund for wasting so much time dealing with our OWN money stolen from YOUR safe!

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2:49 am EDT
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RIU Hotels & Resorts riu class membership

Id number riu [protected] used riu for 9 yrs travelled to [censored] catribean hotels by riu had same card riu class for 9 yrs some hotels in dominican republic never put points on my card especially punta cana as well of peurto plata hotel merengue twice if my points not added i will cancel my upcoming hols at cape verde and riu palace costa rica 31 12 2018 loyalty should be a two way street help please asap as if no update i will have no option but to go to tui store and cancell these holidays and next year hope to hear from you but every time ive asked you do not even respond

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4:58 pm EDT

RIU Hotels & Resorts riu in panama city

To whom it may concern,

I have been trying to get in contact with a coorprate manager for all the RIU properties to file this complaint, but was informed by a RIU customer service representative that you do not have a headquarters. I am a loyal customer with RIU anytime I travel anywhere I try and stay in a RIU property; however, my last stay with a RIU property was the absolute WORST. After my experience with the RIU in Panama City I do not think I will ever stay in another RIU property again!

My friends and I went on a vacation to the RIU resort in Panama City May 2018 and it was an awful, horrible experience. The customer service was horrible, staff was extremely rude to us and never acknowledged us our entire five days. We did not have any water to take showers one morning. I was in the shower with soap on my body and the water went out for 30 minutes. The next morning I had to take a cold shower and the water pressure was very low! We were denied water by staff on the property which is absolutely crazy because we paid for an all inclusive resort and could not even get water. Our mini bar was never restocked the entire time we were on the trip, we were only given two bottle waters, two towels and two wash cloths and it was four women in the room. We reserved a suite thinking it would accommodate us and it did not. We tried to attend the specialty restaurants and we were turned away eventhough the restaurant was still open and could accommodate us. We spoke to the manager on the property who wasn't much help because our only vacation for the year was already ruined! I am very disappointed with RIU and the customer service my friends and I have received.

JeNae

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2:31 pm EDT

RIU Hotels & Resorts customer service and pool.

I am writing to complain regarding the pool and reception staff. On the 7th June 2018 I Was in the pool where I sliced my lef on the edge of the pool. I went to reception to complain and woman on reception provided me with three plasters. Baring in mind the cut on my leg was quite deep. I am not happy with the way the matter was dealt with. The manager who was dealing with the matter was very poor in trying to help. I am now left with a huge scar on my leg because of the state of the pool.

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4:16 pm EDT
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RIU Hotels & Resorts lack of customer service

My family stayed at Riu Palace Mexico and we enjoyed the quality of the resort.
We forgot a charging station plugged into an electrical outlet in the suite.
The item was found and we asked Customer service to mail it to us in Canada by regular mail. We offered to call the hotel and pay for the mailing by credit card.
Riu Palace Mexico absolutely refused to help.

It seems that they think that their relationship with a guest ends when the Guest checks out of the resort.
It is shameful that they will refuse to help a guest.
Very disappointed

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6:34 am EDT
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RIU Hotels & Resorts sunbed issue

Kelly / 20 May 2018/ Tui Holidays / Ref: 5462596/Riu Nautilus / Torremolinos
Good afternoon,
I had an accident at the above hotel on the 25 th of may before flying home. I was walking from the pool area to the reception, and someone had pulled there sunbed out into the walkway, as I turned to go up the steps, I ripped my leg open on the sunbed. The manager, the pool guard and medic, and various customers around the pool assisted me, and the manager called an ambulance. I was transported to the universal hospital, whereby 2 doctors spent an hour and a half stitching my leg, and I was given 20 stitches, a tetanus, and a course of antibiotics. I flew home on the sunday morning 27 may and had full airport assist with ambu lift included organised by the tui rep. I am currently still undergoing treatment, and on another course of antibiotics with a loss of 3 weeks work at the present. As far as the hotel goes, it is one of the best riu I have had the pleasure of staying in, and I have stayed in a few, the staff, including the manager, were amazing and the food, you could not fault.
The sunbeds have apparently just been renewed from the plastic ones, and are not user friendly, as advised by various customers. The corners are very sharp. The one thing I would not like is for anyone else to suffer as I did, and still am.
I would be grateful for some form of recompense, for my wages loss, and for the scar. that I have been advised I will be left with. I will attach the photographic evidence and also have many witnesses to the accident. Please advise by return.

Kind regards.

Mrs Sandra B Kelly

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RIU Hotels & Resorts In-depth Review

Overview: RIU Hotels & Resorts is a renowned hospitality company that offers a wide range of accommodation options across various destinations. With a rich history and background, RIU has established itself as a trusted brand in the industry. Currently, the company owns a significant number of hotels and resorts, providing guests with ample choices for their stay.

Accommodation: RIU Hotels & Resorts caters to different preferences and budgets, offering luxury hotels and all-inclusive resorts. The rooms are known for their quality and cleanliness, ensuring a comfortable stay for guests. Each room is equipped with amenities and facilities such as Wi-Fi, minibar, and room service, enhancing the overall experience.

Location: RIU hotels and resorts are strategically located in various geographic locations, providing guests with diverse options for their stay. These properties are often in proximity to popular tourist attractions and amenities, allowing guests to easily explore the surroundings. Additionally, accessibility and transportation options to and from the properties are convenient, ensuring a hassle-free experience.

Customer Service: The staff at RIU Hotels & Resorts are known for their friendliness and professionalism. They are responsive to customer inquiries and requests, ensuring that guests' needs are met promptly. The check-in and check-out processes are efficient, allowing guests to have a seamless experience during their stay.

Dining and Cuisine: RIU Hotels & Resorts offer a variety of dining options on-site, ensuring that guests have a wide selection to choose from. The quality of the food is commendable, and the all-inclusive packages provide value for money. The company also accommodates special dietary requirements, ensuring that all guests can enjoy their dining experience.

Activities and Entertainment: Guests at RIU Hotels & Resorts can enjoy a range of activities and entertainment options provided by the hotel or resort. The facilities, including pools, fitness centers, and spas, are of high quality, allowing guests to relax and rejuvenate. Additionally, the availability of organized excursions and tours adds to the overall experience.

Value for Money: RIU Hotels & Resorts offer competitive pricing for their accommodations and packages. The prices often include additional services and amenities, providing guests with excellent value for their money. When compared to competitors, RIU stands out in terms of pricing and overall value.

Sustainability and Environmental Initiatives: RIU Hotels & Resorts are committed to sustainability and environmental responsibility. The company actively takes measures to reduce waste, conserve energy, and support local communities. Their efforts have been recognized through certifications and awards received for their eco-friendly practices.

Reviews and Ratings: RIU Hotels & Resorts have received positive reviews and ratings from various sources. Guests have praised the company for its exceptional service and amenities. While there may be some negative feedback, RIU's ratings are generally in line with industry standards and often surpass those of competitors.

Booking and Reservation Process: Booking through the RIU website or other platforms is a seamless process, ensuring ease for guests. The information provided during the reservation process is clear and comprehensive, allowing guests to make informed decisions. The cancellation and refund policies are flexible and transparent, providing guests with peace of mind.

Safety and Security: RIU Hotels & Resorts prioritize guest safety and security. The properties have measures in place, including the presence of security personnel and surveillance systems. Additionally, emergency response protocols are established to ensure the well-being of guests.

Corporate Social Responsibility: RIU Hotels & Resorts actively engage in social and community initiatives. The company supports local charities and organizations, contributing to the betterment of the communities they operate in. RIU maintains transparency in reporting their CSR activities, showcasing their commitment to making a positive impact.

Conclusion: RIU Hotels & Resorts is a reputable hospitality company that offers a diverse range of accommodation options across various destinations. With their commitment to customer satisfaction, high-quality amenities, and competitive pricing, RIU is an excellent choice for travelers seeking a comfortable and enjoyable stay. The company's dedication to sustainability and corporate social responsibility further adds to their appeal. While there may be areas for improvement, RIU's strengths outweigh any minor shortcomings. Whether for leisure or business travel, RIU Hotels & Resorts is a reliable choice for a memorable experience.

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RIU Hotels & Resorts contacts

Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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