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RIU Hotels & Resorts
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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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6:24 pm EDT

RIU Hotels & Resorts too many to list here

Sirs please note this is in fact our second stay in Riu resorts, we were so impressed by the staff and facilities at Riu Macao Punta Cana we decided to travel this year with all of our family and close friends as we hoped to receive the same treatment and service, we booked a package and Wedding through TUI in the UK and unfortunately the experience so far is a very bad one, let's start at the beginning as I say there is a list, we were collected by coach in which my wife (THE BRIDE) was hit in the thumb by a travelling suitcase! Her thumb is badly bruised and painful, upon arrival I noticed an issue straight away with room allocation... you had three lads 13, 17 and 15 sharing two beds... for a fortnight, this alone took two days and TUI reps to sort out, Sirs I DID NOT pay almost £19000 for my son to sleep on the floor or share a bed, we were treated rudely at reception and almost with contempt, when I informed your employee that this was unacceptable I was simply told make a formal complaint ?, your pool area in the blue bar area is filthy and infested with ants, I haven't seen this area cleaned away from the bar in the last 7 days, your bar staff there are lazy quite simply, we are constantly ignored whilst they use their mobile phones or chat inside the bar service area amongst themselves, Other bar staff in other areas completely ignore you if you not female or in a bikini,
There are broken tiles in major walkways just left unrepaired, right now as I type this I'm stuck in a toilet with dhaoreah unable to leave because there once more is no power and the bloody toilet won't work for the 4th day running, this usually leaves us with no water pressure for the shower and cold water,
I have tried to ignore everything so far and laugh it off but I have just spent the whole day listening to drilling, hammering and grinding where you are rebuilding next door, again something we knew nothing about when we booked

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5:42 am EDT
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RIU Hotels & Resorts hotel experience

My name is Katie Haughton, I stayed in Riu Tequila Playa Del Carmen Mexico from 19/03/18 for 2 weeks.
I stayed here with my partner.
We felt the food choices were very limited in a la Carte restaurants, the food served here was basically the same as the buffet restaurant and we didn't expect one of the a la carte restaurants to also be buffet service as well, very disappointed with this.
On Thursday 29th March the hotel seemed to start closing down around us. The hotel shop had shut earlier in the week and the guest rooms were being cleared out causing noise and disturbance.
On Friday the steak house and Asian restaurants shut down and did not reopen again. The sun loungers were being packed away around us whilst we were sunbathing at the pool leaving only a few to choose from. They also packed away the table tennis, football table and the animation team seemed to disappear leaving very little going on around the hotel.
The food in the restaurant that was left open was limited and they ran out of a lot of food choices. The staff seemed to half in numbers and the service visibly declined. The food quality which had been great to begin with had dramatically dropped.
On the last night of the holiday the hotel provided no entertainment at all, a huge disappointment on our last night before travelling home the following day. Just one bar was left open on the last night too.
During the last few days our mini bar was not refilled, especially water was not refilled which we needed, our room wasn't cleaned and no fresh towels were provided. We had to call reception for water and towels.
We were the last people left in our block and staff kept coming into our room to see if we were leaving, most of the time without even knocking on the door!
We felt so disappointed we searched for flights home early which we couldn't arrange.
This holiday was a holiday of two halves, the first half was great but the second was very disappointing as the hotel was closing down and we felt like we were in the way and they were waiting for us to leave.
We were not advised that the hotel would be closing down and we paid for a holiday that we did not receive the full benefit of. I would like compensation for the loss of service and facilities and treatment by the staff at this hotel.
We came to a Riu hotel on recommendation but the experience was very disappointing and not what we expected at all.

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1:56 pm EDT

RIU Hotels & Resorts had money stolen from our room

I had a wallet hidden in my top dresser drawer and we came back to our room to grab tip money out of it only to find that my drawer had been dug through. My wallet was completely empty. We called the front desk and had a man come to talk to us. For one, the man was very rude to us and dumped all my drawers out and dug through all my bras and underwear and went through all of our vacation money and counted every dollar. We found this to be very odd! He dug through my purse that I had locked in our safe. After all this, he said he would get back to us in the morning. We never heard a word from anyone the rest of our stay and I feel that was very unprofessional and rude! We vacation in Jamaica every year and are highly considering a different resort only for the fact that the staff didn't seem to give us much concern over the theft. We know it had to been someone on staff as we found them in our room seceral times a day and after 10 o'clock many nights.
Riu Tropical Bay
Negril Jamaica
Our stay was 4/6/18-4/12/18
We would truly like a response to this matter.

Thank you
Terra Rodgers
[protected]
[protected]@gmail.com

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12:11 pm EDT
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RIU Hotels & Resorts customer service and relation

It's my first vacation with my 10.75month old child. We had many options to choose from but we choose Cabo b cause it looks amazing. We didn't cheap out we booked an ocean view room at the palace. I was invited to the resort next door to meet some friends at the club at the sante fe resort, pacha is the only night life. Everytime I got drinks I tipped the bartender. It's a common owctice of mine, upon leaving the club I was approached by security asking me for money. I refused because I done like to husseled. He then said I am not form the resort and I needed to go to the front desk to verify. I advised him I am from the palace and it's fine I don't mind walking to the front desk. I did go there then the three staff behind the counter notified be that the security said he cause me urinating in a he middle of the plaza and I needed to pay I said no way I am paying. Then then tried to cut my wristband and I Asia no u are not I need to go to my hotel if u want to sort this out. The next thing I know cops arrived and arrested me. Took me to jail and in the process empties my pockets of all my money. They placed me in jail about 3 am without any explanation. I kept asking for water but after an hour and half I was given water and again no explanation as to what is going to happen. They can't at 7 am and then a cop (legal thief with a badge) told me I n ended to pay 300 pesos. I advised him that I have money in my wallet and some that was emptied by the cops, at that point he told me they only found 20 in my wallet and that's not enough. The arresting officers stole the addition loose money I have about 35usd in total. I asked the cop if there is anyway I pay the 20 and then maybe email or pay by card because I would not like to upset my wife and child about the crisis I am in he said ok. He then came back and ask for my bank pin and credit card pin I said no. I am willing to email or go get the money or the 20 I havebis good to cover the 300 pesos Four hours after I saw my wife and child coming through the parking lot to come pay fine of 1500 pesos. I told her from the cell to call the consulate of Canada. The cop came with a phone and advise me that the consulate is on the phone. I talked to this person and can only concluded the person had no affiliation to the consulate of Canada. She said to pay the 1500 pesos. We paid the money and was later released. Upon talking to my wife I then learned George the public relation personnel advised her at 3 am that I was also caught urinatinf in a stairway at the plaza and was warned and then I went to the sante fe and did the same. THIS IS A COMPLETE LIE. I asked to see report or security of these actions I am still waiting for it. As to the George, basically told us if we don't stop asking questions it's in the right of the hotel to kick us out so we should let things be and stay quiet. People will be aware of the mess of the cabobpokice department. I am not a criminal. My wife and I both are professionals in our respective careers u never went to jail or have a criminal record. This is an embarrassment to humanity the way the police and staff of Cabo hotels extort it's guests. Upon talking to many guests they talked of similar stories. This needs to be addr seed because if I had resisted arrest or resisted the first encounter with the crooked security I probably would not be here. I cooperated completely thinking I did nothing wrong but here I am living a nightmare. My wife has since been upset and now blames me for the experience of having to take my child to pay fines to get me out of jail. In simple terms this [censor] pissed me off and riu hotels need to get their act together in Mexico. I was at riu in ocho Rios Jamaica and it was the BEST EXPERience. I understand it's not the hotel chain but like I said I choose riu to be safe with my family but ur sister hitekbthe sante fe almost got me killed

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4:11 am EDT
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RIU Hotels & Resorts maintenance/ staff

So the first night we had no air condition, our refrigerator didn't work, our jacuzzi tub had three big rust stains in it, and our floor was filthy and sheets had stains, the front desk didn't answer the phone after several calls so we headed down to only speak to employees who did not even try to speak English and I truly think they were pretending not to understand us! They had no idea that I could speak Spanish and that I understood them making fun of us for complaining saying they want a new room let's make them wait. The following day they could not move is after we found out that our shower head did not work at all, my husband had to place a towel behind it to rig it up, it ended up falling off on his head which made him switch over to the rain head which only had like 5 streams of water come out due to the rust build up that he cleaned with my toothpicks to get more waterflow! That day was our friends wedding which was when they chose to move us. The wedding was at 2, they were moving us at 2:30, so we had to pack up before wedding and trust they would move our baggage that we had to pack up after getting ready for wedding. We headed to front desk after wedding to retrieve our new room keys and headed off to what they said was VIP! I would never complain to my friend but the wedding was at 2, and reception wasn't until 6:30 that's a joke in itself! So with the three hours to spare the bride wanted to change and head to the pool! So we did as she wished, we eased back to this so called VIP room to change for reception and I figured I jump in the shower just to rinse off, as I stepped my right foot into shower and opened the door it hit the wall and shattered all over my foot! My husband came running he grabbed me picked me up and carried me to the bed, when I looked over the floor was covered in blood my foot was gushing blood, my husband ran to door after wrapping my foot in a towel to look for help the maid looked scared when she saw all the blood we called front desk and yet again no answer after wrapping my foot in his shirt to stop the bleeding my husband went to front desk which was a joke they said they could not help because there was no manager on duty, he argued for a miniute the came back irate! I called and basically begged for bandaids which they gave me 10 of! The bleeding would not stop and yet nobody but the maid was concerned! Needless to say we missed the reception! The next day I called the front desk and yet again they said there was no manager to talk to! The next three days I hobbled around? Could not go in the water and not one person from the desk or management checked on me, up until check out they had the nerve to ask me for 350 for the door which I refused to pay! They threatened to call the police! And yet again there was not a manager! I am 43 I'm not a kid and was not on spring break! I was not drunk because imthe liquor at the resort was cheap and not worth it, I was there to relax to party like a rockstar! We explained to them that we took pictures and videos to show that there was no rubber on our doorstop and that this was not our fault! Once I told them I contacted a lawyer they said that they wanted no problems! This was by far the vacation from hell and I want to know how you plan on taking care of this! I am a manager for a corporate restaurant and I would be mortified if anyone treated my guest this way! I would like to be contacted and if I'm not compensated you will here from my lawyer next!

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8:03 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

RIU Hotels & Resorts hotel complaints

booking reference WEB8Z4PQ AND LOV-399844U
Hi I recently stayed at the Riu Palace Oasis Maspalomas from 19th march till 23rd, the hotel was lovely and most of the staff were great however most of the guests were not. I travelled with my husband 2 year old daughter and 22 year old sister we were greeted by a very friendly lady at reception who checked us in and advised us that she had us a room big enough for the 4 of us which was amazing. unfortunately the other guests at the hotel weren't so happy to welcome us and this is because we had our 2 year old with us, who may I add is perfectly well behaved and im sure your staff would agree with this, I think they also assumed that my sister was our daughter and that we were young parents and they definitely didn't like that at all. regardless of what they thought my family and I had to put up with guests shaking their heads at us and sneering throughout the holiday but the worst of it all a man attempted to slap my child away as she fell near the dance floor on the evening of 22nd march, I was absolutely horrified and so were your staff but the man in question wasn't spoken to or removed from the room. needless to say I was very shaken and upset and felt very unsafe in the hotel, my 2 year old daughter asked me why she wasn't liked, which also made us very angry as she is an innocent little girl. we were moved the following morning to the riu gran canaria, which again is a lovely hotel but definitely a downgrade from what I had booked and paid for. we were also allocated the closest rooms to the hotel nightclub as possible but this couldn't be changed on such short notice.in my opinion the oasis should be an adult only property as this is what the cliental prefer, I also think looking back the man who's actions were despicable towards my daughter should have been moved and not us, our whole day was wasted and as you can appreciate we had only just got used to the oasis when being moved and the riu gran canaria is a lot bigger so didn't really get the benefit of that hotel either. we felt like second class citizens having to move hotels and if it wasn't for the safety of my child I wouldn't have moved but we couldn't have stayed any longer in that environment. can I add that the staff, in particular the 2 ladies on reception at the oasis gave us excellent service.
I look forward to your response.
many thanks
Gemma Kennedy

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1:06 pm EDT
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RIU Hotels & Resorts bad atmosphere and holiday experience

Hello,

We would like to express our dissatisfaction with our recent stay at the Riu Tequila Hotel in Mexico from March 26th to April 2nd for our group of 5 people (3 rooms in the same block). To sum it all up, this hotel was at its last week of operation before it closed and should never have been occupied by tourists unaware of this situation, no one had informed us that it was during the purchase at Sunwing or when we arrived at the hotel. We do not understand that Riu Hotels & Resorts was able to allow accommodation during this week when work began hypocritically upon our arrival without any notice.

Here are some examples and photos to support. When we arrived, the souvenir shop of the hotel was emptied of its contents because it closed for renovation. The fountain in the lobby was emptied and already stopped. On the 2nd day, palm trees were uprooted and left on the ground during our entire stay (see photo 1). For other trees, chainsaws were used next to our rooms. From our rooms, we can see the large number of Mexican workers at work, because the neighboring land was an open warehouse (see photos 2 and 3) from where noises of moving were heard until the wee hours In the morning . The a la carte restaurants (Asian and Steakhouse) closed their doors at the 4 day before we could go there once.

We were on vacation in Mexico where the standards expected are high for a 4 and a half stars and we wanted to try to disregard somehow this mess.

On the last day, it was the climax: power cut in our block, bars closed on the whole complex, arrival of 500 workers, demolition of the lobby during our wait before our eyes, delay of the bus due to the impossibility of d At the entrance to the complex (due to the presence of materials, crane and equipment), we left the complex on foot with our suitcases up to the street opposite where the bus was waiting.

In short, the purpose of this complaint is to signify our discontent and discouragement of this holiday in this construction site which should have been a heavenly place. We hope to get a partial refund given the extent of damage to our family trip.

We still have confidence that Riu Hotels & resorts can fix this situation and find a way to meet our expectations.

For any information, I am the person in charge of this request.

Thank you for following.

Christian Potvin
[protected]@hotmail.com
[protected]

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2:32 pm EDT
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RIU Hotels & Resorts no working toilet in my room for the first 3 out of a 7 day holiday

Hello
Mr and my wife have just returned from a one week stay at your .
Club hotel ocho rios Jamaica hotel.
We upgradeed are room to the deluxe room as it was my wifes 40 birthday so a special one for her . We check in on the 22/3/2018 it was the afternoon we went to the room as you do to unpack then found out that the toilet did not work (flush) so we went to dinner and let the front desk know . By the next day we where getting ready to go for breakfast as know one had fixed it yet we told the front desk again. Spent the day by the pool went back to the room to get ready for dinner and the toilet still not fixed.
We kept till the front desk and in the end it got fix Saturday afternoon. So not happy at all this was the frist time we have stay at one of your hotel .
Are room was 1357 on the third floor it was a joke the service we received.

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5:50 am EDT
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RIU Hotels & Resorts telephone booking line

Hi on the 25th February 2018 I attempted to book a holiday with yourselves, one of your team put me through to the Spanish line (directly to the hotel I waned to book) clubhotel riu Gran Canaria. This phonecall cost me £48! And the operator still didn't book the hotel at the end of the phonecall.

I have now booked the hotel myself via the internet. But I am disgusted that this has cost me £48 in a wasted phone call trying to book a holiday for my family direct with the hotel we wanted.

I would like a full investigation into this.

Thank you
Sophie Walls

Can you call me on [protected] or email

[protected]@btinternet.com

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3:31 pm EDT
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RIU Hotels & Resorts hotel cancellation

I book my room since last year august.and was told in a email on friday that my room was cancel with no explanation my room was originally 2500 and after birthday coupon that gave me 10 percent off and a price drop in the room I was down to 1700 in my price for three people. I STRONGLY feel that mu reservation was canceled for that reason I am very upset anf have instructed all My friends that were also cancel to leave a very detail review on all travel website and to give riu a one star. People should not be treated like this then being told that they transfering me to monteago bay which is three hours away from negril when am going to and event in negril. Please respond to me.

Reservation details: adrian brown, august 2 to 7 riu class number [protected] booking number wrc05mn1

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11:29 am EDT
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RIU Hotels & Resorts riu republica spring break policy

Spring break. Does it not say zero tolerance to spring break? There were thousands of kids. Fights, and glasses smashed in our hallways all night. Groups of kids outside room yelling and partying until past 4 am every night. Broken glass and broken plates of food everywhere. Smashing into doors, trying to open room doors not theirs, complained to front desk they basically said call us if you have a problem. Called 40 times one night. Zero answer. What if I was being attacked? What if my husband was having a heart attack? Spent $70 American at spa to have kids climbing over walls to try to break into Hot tub while I was trying to relax. Vomiting in pools, vomiting in hallways, over balconies, into courtyards, throwing garbage, bottles, cans, towels over balconies into courtyards, climbing walls to avoid paths, climbing room to room balconies on second floor, urinating in public, in hallways, in theatre, in courtyard (boys and girls) service in restaurants is non existent because of overcrowded rowdy groups who throw dishes and food over your heads while you're eating, dishes and garbage and food floating in dirty pools, plates of chicken bones, half eaten burgers all over beach, spilled into sand.Hundreds of Glasses discarded everywhere on beach. My husband swam in ocean and brought out stacks of glasses and straws every time he left the water. Stacks. Loud offensive behaviour, yelling at seniors, seen one trying to assault a older lady grabbing her behind. Never once seen staff asking them to stop. Bartenders were doing shots with young girls, we had to wait 10-15 min to get a drink (with a tip in hand) girls breaking toilet paper dispenser of bathroom walls, leaving every tap running for me to turn off, kids finishing drinks and throwing their glass behind them to smash on ground. This was nonstop behaviour. I did not pay that much money to deal with that. I demand some compensation for my horrible time.

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5:57 pm EDT
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RIU Hotels & Resorts staff

I booked RIU Palace in Aruba for my husbands 60th present. The view from our room was beautiful. Housekeeping was good . Their were problems with them understanding English. Our room wasn't restocked with water & soda, I would call down for it &they would bring up towels. The food in the steak house was not good at all. My husband & I were ill from it for almost 2 days. Forget trying to get a hut on the beach. People would come down early & place towels around the pole of the hut to claim it. Extremely annoying especially when you didn't see anyone using the hut till about 2 in the afternoon. So on top of the $5000.00 I paid for 7 days. I now had to pay $25.00 a day for an umbrella. The night before we were leaving a paper was slipped under our door for an open balance. Apparently to call a local place one mile away cost $35.00. So wrong of the hotel. My husband went down to the front desk. Your employee Jonathan is extremely rude, nasty & racist. Along with Madeline who was the most unfriendly person I ever met. And I worked in Government for 28 years. I'm very disappointed in your hotel & some staff.
Sincerely,
Dina Scobbo
[protected]@aol.com

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Maywood
, US
Apr 10, 2018 8:15 am EDT

My wife and I checked into your RIU Palace in Aruba on March 6, 2018 and were suppose to check out on March 13. On Friday the 9th at around 1:00 PM I called from the room to let them know that the air condition blower was making a loud screeching and rumbling sound.
We than went back to the pool for the day. We came back around 5:00 PM to shower and go to dinner, the AC was not fixed I just assumed they were busy and didn’t get to it yet. We came back to the room about 11:30 PM and it was still not fixed. I knew at that hour nobody was going to show up if I called again, so I decided I’d call in the morning.
Well during the night I got very sick it turned out to be food poisoning, we had eaten at the buffet. I was so sick I never got back out of the room until Sunday afternoon. Today as I’m writing this (Wednesday March 4) I’m just getting back to normal. I called again on Saturday morning to get the AC repaired nobody showed up again so we put up with the noise for another night and didn’t sleep again. Sunday I didn’t even bother calling I just figure its Sunday no way is anybody coming. So we spent virtually 3 nights in a row with little or no sleep.
Early Monday morning I went up to the front desk and asked to speak to a Manager. The woman said I’m a Supervisor, can I help you. So I explained to her everything written above. There was virtually no offer to change the room, no apology, nothing at all.
At that point I made a decision we have to get out of this place. I told her we’ll be checking out today. She offered no compensation at all so I asked for it. She told me since I booked though Expedia I have to contact them, I told her the only reason I booked though Expedia is because the RIU Web site directed me there. That meant nothing to her; she gave me a piece of paper with the RIU email address.
I went back to the room and told my wife we are leaving I’m not spending another night here listening to the AC in the room and I’m afraid to eat here, on Sunday we had already starting eating off site except for toast and coffee in the morning.
While she was packing I called Expedia to see what they could do, they told me stay on the line I’ll call the Hotel. About ten minutes later he came back on the line and said to me they will do nothing you have to write a letter to customer service.
I was flabbergasted this is the way this Hotel does business.
So that’s what I’m doing writing to you to see how you are going to compensate me for suffering with the food poisoning and loss of my vacation for four days, not sleeping for three days, paying for food off site for Sunday for my wife and I, lunch and dinner on Saturday for my wife off site. I also checked out a day early, we checked out at 11:45 AM on Monday instead of Tuesday.
I’m not looking to stay at any of your Hotels again.
I’ve attached our receipt for food on Sunday night; my wife did not save her receipt from Saturday’s lunch or dinner.
The RIU response is below.
But first I would like to say my wife and I have been traveling all over for 40 years and have never had an experience like this or been treated like this before.
Another thing that we did not like and other couples mention it also is the load head banging music. It is non-stop from around 10:00 AM until 11:00 PM. It consist of three screaming girls who screamed because they could note carry a note in a suitcase.
It started out at the pool and than moved up outside in the restaurant areas. The three building are set up in a U so the music echoes through all the rooms on the inside.
They did not play to the crowd which for the most part where adults very few kids.
None of the restaurants serve any drinks just beer or wine.
As mention by others which I wish I had read before we made our arrangements is the four restaurants do not take reservations, and if you are not on line by 6:00 PM and at the front of the line you get handed a beeper with no guarantee of a sitting because the restaurants only serve from 6-9 PM. Each restaurant is small and only seats at best 50-75 people depending on which one you go to. The two that we got into with another couple, the food was UN eatable the four of pushed it away.
Aruba was nice but stay at the Hyatt or the Marriott or any of the other nice Hotels in the area, and eat at the restaurants on the street there are many good ones.
RIU Response:
Dear Mr. Sebrowski,
We have received your claim regarding your stay at our Riu Palace Aruba hotel in Aruba. We thank your comments as it is always our customers’ feedback which helps us to improve the quality of the services we provide.
We regret to learn that your stay with us did not completely fulfil your expectations. We particularly feel sorry to hear that some members of your party became ill during your stay and we hope you are fully recovered. We can assure you that our hotel adheres to the predetermined hygiene standards in food and beverage. At the same time, our hotel is strictly submitted to both internal and external regular check-ups and food analysis. Our clients’ health and well-being is of our utmost priority.
You may agree that if your indisposition may have been caused by any bacteria present on food, with a high occupation rate and an all-inclusive buffet restaurants catering program we would have had many other gastric illness reports on the same dates. Nevertheless, there was no significant number of reports that week.
Unfortunately, given the current lack of any medical notes received we cannot further investigate on the possible source of your ailment. Please understand that given these circumstances RIU Hotels & Resorts cannot be held liable for your unfortunate incident.
We are very surprised to hear that the air-conditioning didn’t work as one would wish in room 6125. We understand that it must be very frustrating to have a noisy AC. Our maintenance staff is constantly checking the rooms, but nevertheless we are sure you will understand that some unreported issues can go unnoticed. Once commented to the Front Desk, our staff will do their best to fix it as soon as possible, but unfortunately fixing some issues can take more time than one would want. We are sorry for the inconvenience.
Dear Mr. Sebrowski, we can understand how this unfortunate event impacted your holidays and we want to apologize in the name of the hotel's manager and staff. In any case we have forwarded your complaint to the relevant areas' decision-makers and they will start follow-up actions where necessary.
We would like to apologize for the inconvenience and wish that you will consider our brand for your future vacation.
With warm regards,

Francesca Pinder
After Travel RIU Customer Service

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6:21 am EST

RIU Hotels & Resorts service at hotel from reception area.

We went the tequila hotel in playa de Carmen mexico with our 11 year old disabiled child.This was suppose to be a dream holiday and it turned out to be a nightmare .from not refilling our drinks in our room.and when we asked would say no.being very rude .to our poor son wetting the bed. Which I stripped the bed, left a note to say bed was wet to them remaking the bed .with the same mattress .2 days later we realised because it started smelling.rang reception to be told no yet again to changing mattress .in the end a porter. Went and got us one .of his own back.the reception staff were horrible to us.then I was robbed. And the hotel again did nothing to assist us .I am disgusted with this hotel.have stayed in other riu hotels and this is far the worded experience we have had.i will never book with your company again

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11:22 am EST
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RIU Hotels & Resorts holiday experience riu yukatan. playa del carmen

I would like to complain about my holiday experience. I slipped in the hotel reception, On the greasy marble floor steps on 16th December.There was limited staff and floor was not buffed as usual and wet with rain. The Tui rep Jessica was not helpful as I told her i could not climb in the shower as i had broken my knee and ripped the ligaments and she said "thought I could smell something"Very hurtful. Also Riu manager Monica was not interested and never offered to kove us to a lower room as i was struggling to get up to 2nd floor after accident.We were left in our room for 2 days and told me to sleep and not contacted again. Struggled to get down to restaurant to eat sometbing. Feel really let down. Numberous hospital appointments now and started physio.2nd time at
Yukatan. Riu club members. I left a complaint at the reception and no response.
Mrs Susan Cassidy.

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Update by SCassidy
Mar 08, 2018 11:22 am EST

I would like to complain about my holiday experience. I slipped in the hotel reception, On the greasy marble floor steps on 16th December.There was limited staff and floor was not buffed as usual and wet with rain. The Tui rep Jessica was not helpful as I told her i could not climb in the shower as i had broken my knee and ripped the ligaments and she said "thought I could smell something"Very hurtful. Also Riu manager Monica was not interested and never offered to kove us to a lower room as i was struggling to get up to 2nd floor after accident.We were left in our room for 2 days and told me to sleep and not contacted again. Struggled to get down to restaurant to eat sometbing. Feel really let down. Numberous hospital appointments now and started physio.2nd time at
Yukatan. Riu club members. Mrs Susan Cassidy.

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6:05 am EST

RIU Hotels & Resorts cancellation.

Dear RIU,

Below is a copy of an email sent to me from the RIU team in Negril Jamaica. This was sent to various people I know some of which had booked after I had made my reservation don't seem to have been sent this email cancelling their reservations so I'm confused why I have received this email.

I am deeply disappointed and feel let down by the RIU team if this is how RIU treat customers and to have informed me six Months will the after booking is unacceptable. There has been mixed information stating that the reservations are still showing on the system.

I'm requesting clarification from the cancellation team as to whether this is true. I have been informed that the other RIU hotel in Negril will be closed for refurbishments and beginning to think if due to the demand RIU have decided to honour rooms to those that have been previously cancelled.

Again I'm deeply disappointed and hope that the information is not true. I have stayed at the RIU hotel on many occasions in Jamaica and across the Caribbean. It's my choice of hotel and have always recommended to others. Very let down.

Thanks

Kareyl Durant

[protected]@riu.com [protected]@riu.com [protected]@riu.com [protected]@riu.[protected]@webmas

Begin forwarded message:

From: Nicola Roberts
Date: 3 March 2018 at 17:20:22 GMT
To: [protected]@me.com
Subject: RELOCATION - RIU NEGRIL

Dear Kareyl, ,

Regretfully, due to some unforeseen circumstances, we are unable to accommodate your booking at Riu Negril during the period August 2-6, 2018.

We truly appreciate your patronage and as such we have protected your booking at Riu Montego Bay. The category booked will be honored.

We understand that the reason for your stay is to enjoy the weekend festivities and we will provide a transfer from Montego Bay to Negril in the morning and a transfer back from Negril to Montego Bay in the evening.

We sincerely apologise for the inconvenience this may cause. We have explored all possibilities and unfortunately there are no other options.

We thank you for your support and look forward to hosting you in the future.

Kind Regards,

Nicola Roberts
Sales Executive - Riu Hotels
www.riu.com / www.riuplaza.com

RIU Hotels & Resorts
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This e-mail and its attachments, if any, are confidential and may be legally privileged. If you have received it in error, you are on notice of this status. Please do not copy or use it for any other purpose or disclose its contents to any other person: to do so could be a breach of confidence. You may contact us at +[protected] or at sender's e-mail address.

naturefriendlybilling Please, consider the environment before printing this email.

Sent from my iPhone

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8:11 am EST

RIU Hotels & Resorts fall at your property

I Ms. Jolly Saji (Booking ID no - [protected]) was staying at 3525 room from Feb 19th to Feb 23rd. Date of incident Feb 23rd at 0820hrs while I was checking out for 0830hrs pick up by Amstar DMC. I fell on my lower back hitting my tail-bone very hard on the floor nearby elevator due to a wet floor and the sign was kept far away from the site. I reported the matter to the Front desk Supervisor Ms. Twugoe, as per her Nurse will be coming at 9 am. I could not miss my pickup left your premises with a lot of pain. And I traveled with lots of pain. And I am still suffering from pain and not able to go back to my duties, currently, I am taking pain med/physical therapy. I just do not want someone else to go through like me.

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6:52 am EST

RIU Hotels & Resorts no hot water in room!

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

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1:16 pm EST
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RIU Hotels & Resorts riu panama - terrible service/representation of the brand

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

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11:33 am EST
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RIU Hotels & Resorts riu hotel time square

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

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9:15 am EST
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RIU Hotels & Resorts taking away roomkey by housekeeping

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!

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RIU Hotels & Resorts In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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