The following letter has been sent to the riu and we have still heard nothing. no acknowledgment, no apology, no offer of compensation, nothing.
September 10, 2008
Re:lost luggage at montego bay riu
Air jamaica vacations - booking # q3cg00aj travel dates: 8/22/08 - 8/29/08
To whom it may concern:
We spent seven nights at riu negril and were scheduled to leave jamaica on friday, august 29, 2008; however, do to tropical storm gustov the airport was closed. we were transferred by bus from the riu negril to the riu montego bay. after a lot of confusion at the front desk, we were finally checked into the riu montego bay at rate of $55 per person.
Saturday morning august 30, in attempt to leave jamaica, we met with jamaica tours representative jennifer gayle. after inquiring as to what we should do about getting back to baltimore, maryland, we were told to meet the bus at 2 pm as she arranged for two seats on the air jamaica flight to baltimore, maryland, departing the same as we were scheduled on friday, august 29, 2008 at 4:50 pm. we checked out of the riu and went to the airport. when we finally reached the ticket agent were told we were on “stand by” for this flight. unfortunately, we didn’t obtain seats on this flight.
We returned to the riu montego bay and checked in again for saturday night asking for the same rate we’d received the night before of $55 to be told 40 minutes later that the best rate they could give us was $70. however after checking my credit card I find that we were charged only $57. the front desk was unable to print us a receipt for saturday night.
On sunday, august 31, upon arriving at the airport, we went through the same thing; put on “stand by” and again were not given seats on the plane. after two failed attempts saturday and sunday to return to baltimore, maryland on “stand by” status, in frustration we contacted the us embassy and were instructed by the embassy to purchase new tickets on another airline back to baltimore, maryland. which we did before leaving the airport at the cost of $417 each.
Because our flight was scheduled to leave at 6:55 am september 1, 2008 and we were not allowed to wait at the airport during the night, we went back at the riu montego bay. due to our unexpected extended stay in jamaica and with our cash dwindling quickly with two extra nights hotel costs, taxi rides to and from the airport on saturday and sunday plus the return airline ticket and being two unaccompanied women in jamaica we were concerned for our safety, therefore, we decided to sit in the lobby all night waiting for our taxi at 4:30 am..
We returned to riu montego bay approximately 7 pm, and the bell man retrieved our luggage from the taxi. we explained we were not checking in as we had a very early flight in the morning and we would be waiting for our taxi in the lobby. he offered to put our luggage in the luggage room for safe keeping. we walked to the far end of the lobby to watch the nightly show and after the show we sat up the rest of the night playing cards.
At 4:00 am monday, september 1 we went to retrieve our luggage from the luggage room. it wasn’t there! we went to the front to ask their assistant in locating our luggage. the gentleman at the desk looked all around and could not find our luggage. by now it was 4:30 am and if we stayed any longer to look further for our luggage we ran the risk missing our confirmed flight. please understand that after spending more than eight hours on both saturday and sunday at the airport trying to get back to baltimore, maryland we felt we had no choice but to leave the hotel and go to the airport. we left our contact information as well as a full description of our luggage with the front desk attendant with the understanding the manager would contact us with a status on our luggage. it’s now been 10 days since our return to baltimore, maryland and we have heard nothing from any riu representative.
We entrusted the riu to take reasonable care of our luggage and not only did they not do that, they have not even had the courtesy to contact us regarding its disappearance. we feel this is totally unacceptable, especially given the caliber of a resort such as the riu.
While we realize that tropical storm gustov is considered an “act of god” and things happen such as the airport closing, we’re having a hard time accepting our lost, misplaced or stolen luggage and feel responsibility rests solely with the riu montego bay.
We are not new at travel to the caribbean, having been to jamaica, bahamas, aruba, bermuda, st. thomas, st. martin, punta cana, san juan, cancun and belize and booked reservations for large groups and stayed at a many resorts, but never, ever have we experienced a problem such as this.
We welcome response regarding this matter.
2607 conway road, odenton, md usa 21113
6707 lamont drive, lanham, md usa 20706
Cc: laura robles
riu partner club
carmen riu güell, co-chief executive
luis riu güell, co-chief executive
libby croston, manager
us embassy – jamaica