RIU Hotels & Resorts
reviews and complaints

Hi - my name is jo murphy I visited your riu hotel in marakesh last November Tikkida - i joined the membership and filled out the form. I have booked again to go to cape verde in riu finance- I have not had a membership number - please can you assist- we would like to take advantage of the offers that regular visitors are offered - thank you
Regards
Jo Murphy
8 alder Grove CF479sf
Wales UK

Please see attached photographs of the shower ceiling that fell in on me twice, firstly it was repaired to a very poor standard and then a bigger portion of the ceiling fell through 3 days later, we were not moved until the 2nd incident and then moved again so we had 3 rooms during our holiday and had to live out of our suitcases for 3 days

This was a 5 star resort supposedly so i would like answers ASAP

Recently returned from a holiday at the Rui Papayas, Gran Canaria. I have two main issues with my holiday I would like to discuss with a member of your team urgently. Firstly was refusal of adequate medical attention for my partner by the Hotel Manager, who was injured at the hotel and secondly potential food poisoning.

Please contact me immediately by phone or email.

Martin Avis

[protected]@hotmail.co.uk
Mobile [protected]

Riu palace Puerto vallartta
We have complained to reception and customer service. Written a letter. Nothing has been done. Food in krystal restaurant giving cold shrimps when meant to be hot. Happened twice. Took to customer service and she even said wouldn't touch the food. It was my husbands birthday totally ruined. Alsorts of other complaints not been addressed. I am a riu class member. [protected]. Not a patch on riu palace Costa Rica. Also lots of people had stomach problems. I am worried as my birthday on 20th Nov and will be still here.
Email [protected]@btinternet.com. we are room 8047. When we get back we will take this further

I haven't even gotten to the hotel and I am already having the worst experience ever for the Riu hotel park plaza time square.

Reservation ERIC STEPHENS arrival tuesday December 5 departing Friday dec 8 confirmation number [protected]

At 9pm pst I called to confirm our bed 🛏 for our anniversary reservation for arrival on Dec 5 for a short stay of 3 days. Not only was I hung up on twice, the guys at the front desk speak poor English and one guy even yelled at me when I called and told them that I am calling ahead to confirm a bed type or upgrade the room so that we don't have any surprises before flying across the country for our short 3 day anniversary trip. Mind you I was very polite and had a soft gentle tone to my voice and the guy yelled at me anyways. He seemed very annoyed like this call was inconvenient to him or whatever he was doing.

Not only were they refusing to take our request to be put in a Queen or king bed, and even denying our request to upgrade our room type, they were insisting that they were going to put us in two twin beds. Can you imagine coming with your significant other to nyc from California to have to sleep in two separate twin beds?

Eladio, the guy working the front desk kept putting us on hold and i listened to him have an argument while I was on the phone About who was going to take my call.

Then Jesus Lopez took the phone and it took 15 min for us to pull up the reservation because he couldn't understand us as we very clearly spelled out the name on our reservation.

After Jesus pulled up our reservation he refused to confirm our room for a king or a queen bed and was telling us our only option was two twins. It wasn't because there were no other rooms available, is because he was refusing to help us.

What four star hotel wouldn't take the proper procedures to ensure that their guests that were arriving were going to be able to get a queen or king bed when they are calling over 20 days before their arrival date and they HAVE the rooms available?

We even had our Hotwire guy call and speak to ELADIO (case id # [protected] Hotwire guy named allen) and they wouldn't help him either.

How can you guys call yourself a 4 Star hotel and refuse to confirm our request for a king or queen when you have the rooms available? You can't put a couple in two twin beds!

This trip is supposed to be enjoyable and exciting and we are 20
Days before arrival and our customer service experience is awful and we aren't even there yet.

I don't understand why they can't just type into our reservation that we want a queen or king bed and ensure us that we won't be having to sleep in two twin beds on the day of our arrival.

If this matter isn't handled immediately I will be taking the necessary steps to make sure this is known to corporate and to the public.

4 star rating, and this is what we get? Not acceptable.

[protected]@gmail.com

We stayed at the Guanacaste 3 years ago and had an excellent time. My daughter was so impressed that she booked her wedding there this October. Whe we arrived there this year we noticed a decline in the upkeep of the hotel (cups floating in the pool in the morning and management more confrontational). The wedding planner that my daughter worked with quit before we arrived and she was not told until after we were at the resort. The day of her wedding was somewhat confused. When we went for dinner after the wedding my daughter wanted to switch from steakhouse to Italian because steakhouse was not air conditioned and our meal the night before was invaded by animals that looked like raccoons (3 of them on table)
Italian restaurant staff we very accommodating but restaurant manager who initially agreed to moving us if we lined up with other hotel guests wanting to go there changed his mind. He asked one of bridesmaids who spoke Spanish into his office then locked the door and began yelling at her that we would be going to the steakhouse. She said she was uncomfortable and wanted out. He continued yelling at her and slammed his fists down on his desk. Vivian then pushed past him and ran back to the wedding party. My daughter came out and he aggressively approached her to within about 6 inches when my wife pushed him back away from her. Amanda then told him we were eating at the Italian and walked away from Javier (the restaurant manager). We thought things had ended but during dinner my wife went out for a cigarette and saw Javier in the smoking area with about 5 security personnel. She came back to the restaurant concerned something else was going to happen during dinner, but nothing did. We heard later that because he was the only manager there he was in charge of security.
The next morning about 4:00 Iran into the grooms father who told me he had been called to the front desk and they said something was was wrong with a guest named Shawn but they wouldn't tell him anything. I went to the front desk with Craig to find out what was going on. When I got to the front lobby I was an ambulance out front, two ambulance attendants sitting in the lobby with about 4 police officers. I spoke with the manager at the desk who had me identify Shawn from his passport then told me he was dead. He told me Shawn was acting erratically then just dropped dead and the police officers were there waiting for a different set of officers to come because there was a death in the hotel
As I stood at the front desk I noticed Shawn's sandals in front of the lobby desk, their positioning reminded me of how shoes end up after someone is hit by a car. I also noticed a line of blood on the floor in behind the desk 5 to 8 inches long by about 1 to 2 inches wide. The manager would not tell me where the body was and had me contact the Canadian Embassy so that we could notify his family. I felt uncomfortable but wanted to believe the manager
Talking to other guests later I was told that if he was having a heart attack or was having an overdose he would not have the energy to act erratically he would be lathargic and require help to move.
Shawn was a groomsman in my daughters wedding and she met with a manager in the morning to find out what happened. She asked to see the body and was told it had previously left the hotel. She asked to see the video footage from the two cameras at the front desk and he told her it was given to the police and he had not watched it. Then told her he watched some of it and Shawn was acting erratically and he died from an overdose. When she got out of the managers office she was told Shawn's body was taken out while she was in the office.
I talked to the Nexus representative who assured me that the true cause of death would come from the autopsy because we were being told conflicting accounts of what went on. I found it very concerning that we were told it was an overdose and the police did not interview any of the 42 people that went down for my daughters wedding.
We later read in a local newspaper that the Riu had released a statement that Shawn Had fainted while handcuffed in a chair.
Our last 2 days at the resort, my wife, my two younger daughters (9 and 10), my son and our guest lived in fear waiting for something else to happen. I was never so relieved to leave a place in my life!
Shawn's family paid to have his body returned to Canada and to have another autopsy done. The autopsy that came from Costa Rica was missing a toxicology report and the returned body was missing the brain
I believe that an incident happened with the hotel security and all of the ingredients to have a similar incident are still in place down there. I also find it suspicious that a coroner could be so incompetent as to not do a toxicology test and not include the brain with the body remains
You have a problem at this resort and it should not have come to the point that a man loses his life to show you and what is more alarming is that there seems to be a cover up to keep everything status quo

Hello Me and my partner stayed at two of your hotels in Puerto Vallarta from Nov 9th thru Nov 13th. I'm writing to you guys because I want to let you guys know about the horrible experience and the lack of customer service skills your employees have and the unwillingness to help your guests at these locations.
Everything started when we first arrive at the Riu Palace Pacifico that was the resort I had originally booked and we were very excited because we always heard my sister talking about how good that company is. When we checked in we got assigned to a room that had no view at all, it was far from everything. We spoke to the person at the front desk and they said they could not help us with anything because the hotel was all booked, however the hotel wasn't that full and we are sure that they had rooms available but since they are not willing to help the guests they didn't do anything. I told them that basically the only thing that we could see from our room was the roof of the lower level and they said that it was unfortunate. They also said that they would put us on a waiting list to see if something came up. So at the end nothing happened and on Saturday afternoon when we got back from a tour we found a note on the door for me to go and speak with Paola Garcia Director or Manager. I really don't remember what she does there. So I went and she said that it was unfortunate that we didn't like our room and that she was going to have a room available for us on Monday (Monday is my check-out day).
Me and my partner travel to different resorts all the time and they always try to make the guests happy, however this is not the case at this location.
At that time my partner was really upset because there is absolutely nothing to do at the hotel after 10pm, we could sit outside in the balcony but there was nothing to see other than a roof, so he went to talk to Paola and he explained everything and also told her that we would take a downgrade if we could not get a different room at the Palace. We even asked them that we would pay extra if they gave us a different room. After 30 mins of trying to make her understand she said that it was fine, and that she would call Riu Jalisco and see if they could give us a room.
At that time everything worked out just fine and we moved to the other hotel. At the Jalisco most of the things were ok, however a lot of the bartenders are rude and they look at the guests like they (the guests) are begging for free stuff and the waiters in a lot of the restaurants don't even greet the guests nor offer drinks not even when they see your meal already in front of you.
The biggest problem that I found with this place is that they don't really care about the guests and what happened on my last night there really showed that they don't care about anything. On the last day we spent the whole day at the pool, had a few drinks but nothing big. At night when we got back to the room, my partner was vomiting, I thought he was just drunk but that was not the case. All of the sudden he became unconscious, pupils non-reactive and his respiration rate was high, and he was also having shortness of breath.
I called the front desk and told them that I needed help and told them what was going on. They said that they would have the doctor call me. When he called me he said "he is just drunk", at that moment I got really mad because I'm a registered nurse and I know that there was more than just being drunk. So I told him that I am a nurse and that there was something not right about this and what he said was "you might be a nurse but I'm a doctor" and he just hung up. I then called the front desk again and asked to call an ambulance that I was going to take him to the hospital. Right after the doctor called me back and told me that taking him to the hospital would be expensive and that just the ambulance would be like $500. I told him that it was not about the money and that I knew that there was something going on and I was not going to leave him there.
When the EMS arrived the doctor had told them that he had seen the patient but that was not true, otherwise I would of had never called the ambulance. The same thing when we got to the hospital, the doctor called to give them report about a patient that he had never seen. If he would of came to the room, I could had probably saved the $1000+ USD that I had to pay for the hospital and the ambulance.
The doctor at the hospital said that it looked like he consumed some kind of altered alcohol and that this happens a lot in Mexico now.
One of the things that also got me upset was the fact that they didn't even call to see how he was doing or if he had made back to the hotel, I understand that by having a lot of guests it could be impossible to just focus on a couple, but I'm sure not everyday you see people being taken to the hospital in an ambulance with the person connected to oxygen and completely lethargic.
I don't know if all the Riu Hotels are like this but I have to be honest and tell you that by far this has been the worst vacation I have had, the locations are very nice, but the care for the guests is just not there. And I can say this about 2 of your hotels because I stayed in two of them in this short vacation and with that customer service I think I would never try to book another vacation in your hotels.

Hello my name is Anthony Walton and along with my wife Sandra we stayed at Riu Miami from Fri 11/10 thru Mon 11/13, 2017 and were pretty disappointed.
Our hotel room like the entire hotel lacked warmth, personality, or the slightest hint of festiveness.
Room Refrigerator did not get items cold
Room iron barely got hot enough to iron
Room TV lacked a movie purchase feature, and had limited channels.
Hotel discouraged cash purchases and offered no facility to purchase basic items (ie, snacks, toothpaste, etc.)
Pool closes at 6pm! On 80+ degree days
Not enough food options only buffet for breakfast or dinner
No business center.
We spent our honeymoon at Riu Ochos Rios in 2004 and thought this would be a simular experience, boy were we wrong
$600.00 for 3nights plus $32.00 a day for parking is a lot of money especially when your still raising a, family add in the flight and it was a considerable expense for us, but we believed that staying at your hotel would have been well worth it, but we were simply let down.
Anthony Walton ([protected]@gmail.com) I welcome a response

FAO: The hotel manager & front desk manager @ Riu Palace Tikidia Agadir

Checked in yesterday. Made a verbal complaint & a written complaint, but no response from the hotel in any shape or form. Nor any acknowledgement that anything willl be done to resolve the issues.

Further to the issues below. Is this what a 5 star resort offers?

image1. jpeg

So after asking for an iron & ironing board we end up with this? Disgusting...

Kind regards
Mohamed Esat

On 11 Nov 2017, at 22:12, Mohamed Esat wrote:

FAO: The hotel manager & front desk manager @ Riu Palace Tikidia Agadir

Where do I start? But I know how things will end if my issues since checking into the hotel are not acknowledged, understood & actioned swiftly.

From the moment we arrived at 5pm at the hotel, it has been extremely disappointing how the level of service being offered from a (supposed) 5 star property, from a reputable hotel chain is offering less than satisfactory levels of service.

I am in room 4101, with my wife & my baby daughter (16 months old). We picked Riu Palace Agadir over the other leading 5 star hotels as part of my wife's birthday celebrations.

To note all the issues so far:
Upon arrival at the hotel there was no help from the hotel arrival team to take care of the luggage. My wife had to call the staff out to come collect the luggage. Eventually when help came, the assumption was made that we were part of a larger group and our luggage was mixed up with somebody elses. My wife had to then spend time to explain that which luggage was ours. We arrived independently in our own taxi so this assumption should NOT have been made.
Checkin seemd straight forward, but very minimal explanation from Yassine of key services offered at the hotel, especially when an all inclusive option is operated.
Upon arrival at the room door, the key didn't work. We looked for another key in the welcome pack, to find only one key is provided. Standard procedure is generally 2 keys? So I had to come back to the reception to get this sorted.
Eventually once arrived the room there is a damp musky smell.
The lamp in the room is a safety issue. It flickers and cant be deemed safely switched off without removing the plug from the mains connection to be sure.
Lightbulbs in lights not working.
Room was booked as a double room, but we received 2 beds pushed together. This presents a major safety issue for my daughter. The gap in between is large enough for her to get trapped or get suffocated. I booked a double room, not a two beds pushed together room!
2 pillows are dirty & smell. They need a change.
The furniture in the room is dirty & stained.
I rang the reception 3 times in regards to the issue about the bedding configuration only to be told it will be sorted shortly. 2 hours later still nothing done. I tried calling a further 3 times, but no answer.
After no answer at the hotel I went down to reception, to be greeted by a despondent Yassine who simply brushed the issue aside. To be furthet told that I can speak to the hotel manager & he would go get him. I waited 15 minutes and no one came.
No iron or ironing board in the room. So all the time we waited for housekeeping to sort the bedding we didnt get dressed for dinner. Only to then be told the bed will be sorted after dinner. Too late!
We were so late for dinner, my daughter got very upset. We were now running into her sleep routine. So rather than having dinner at 6.30pm we were having dinner at 7.45pm.
We couldnt get dressed properly for dinner due to the issues with bedding, no iron in the room and lighting safety issues.
We get back at 9pm with an upset 16 month old to be greeted by extreme noise from outside. Large crowds gathering outside our room, screaming, shouting, revving up & down on motorbikes, loud music & lights flaring. My daughter is more upset and now crying herself to sleep.

So what is supposed to be a nice relaxing break at a 5 star hotel has become an extremely stressful afternoon & evening so far on the first day of our 7 day stay.

In clear and simple terms, accept this as a written complaint that needs to adressed and sorted ASAP without any delay.

Be mindful to note that I am a Sales Manager at DialAFlight, a member of the Expedia hotel review panel & executive chair of hotel review panel of Holiday Watchdog UK. There should be a discrete note in my reservation.

The holiday so far is an absolute nightmare. My feedback & review to the respectives parties upon my return will have a serious implication to the hotels reputation if this is how the hotel operates... you are operating as a 5 star hotel.

I look forward to your prompt action & resolution to the issues & make it right for me & my family or should we expect the remainder of the 7 night stay to be the same...? Or worse?!

Kind regards
Mohamed Esat

We've just returned from our first family holiday with our 18month old little girl to the Riu Merengue and I have to say I would not go here again. We arrived to find the tap on the bath/shower broken so we couldn't shower and running a bath took forever. It took 4 complaints to reception about it and the final complaint to the TUI rep before it was eventually fixed. Air conditioning in the room wasn't working properly again took 3 complaints before it was looked at wasn't fixed in the end we gave up complaining about it. One particular day the air conditioning stopped working on the entire complex and another day the complex had no electric or water for the best part of 2 hours in the early evening...not great when you have a baby with you and are trying to get ready for the evening. Our fridge was not stocked with any water or soft drinks for a week and should have been restocked every other day, in the end reception ended up giving us water from their own stock. Cleaning in the room was basic our sheets were changed possibly 3 times in the 3 weeks that we were there and the only reason our little girls cot sheet was changed was due to my husband and I changing it ourselves after a week. The food in the buffet restaurant was awful not cooked very well and very much the same every evening. I was ill every other day with an upset stomach. My husband and little girl were also poorly on the odd occasion. The pool was ok we used the quiet pool that used to be part of the Riu Mambo only complaint is that they need to clean it more regularly throughout the day as by lunchtime there were quite a few bugs etc in the pool. Staff were friendly enough all be it slightly over friendly with our little girl. The mini disco in the evening was fantastic and Shakira who is out front on stage dancing with all the children is brilliant and deserves some sort of recognition or promotion. Then there's the weekends...where do I start...at weekends the hotel is overrun with locals. They are very rude and very intimidating. They push and shove in the restaurant for food and the last weekend we were there we were advised by one of the waiters to get to the dining room early as they has in excess of 800 locals turning up. Sure as anything hundreds descended upon the hotel. They ran out of tables to sit at, plates and food. I would avoid this hotel at all costs especially at weekends. Totally ruined what should have been a lovely first family holiday. We have stayed at many Riu hotels and this hotel is not even close to a 3 star, customers should be made aware that the locals use it at weekends. This hotel really lets down the Riu name and does not give the service or experience you would expect from a Riu.

I cannot praise your brand and packages enough...
But we have just had 2 weeks away at Punta Cana Macao.
This was the 2nd holiday at you hotels, Mexico being first.
We had an issue at the Macao hotel and I would like to tell you about it as we were pushed pillow to post and never really got a resolve. This will be a fairly long explanation but Think you need to know.

We arrived on October 8th, First impressions were great, check in was great and room was great. But when we checked in your reception staff said if you are not happy come back and we will change your room or do anything to make your stay happy. Our room was great but our view was not great, the reception staff said it was quiet and they would move anyone if required. So I went back to reception and asked if they had a room with a better view .. so they took me to a room with a lot better view. I said yes that would be perfect and thank you, then he said that would be $570 ? It was exactly the same room, so I said no as we had already paid £3600 for the holiday already.. the receptionist then said we are open to offers .. so I said I would move for $200 .. and we did. I then went down and paid "Widney" but what shocked me, he put it straight in his pocket ? I asked for a receipt but said don't worry it will be on your bill..
this played on my mind and went to Thompson's rep on the Monday and said you have a deal... so I left it:.. but 6 days later in this room it was full of mold ..I have video and photographic evidence of this). the Thursday and Friday previous I spent in bed with a bad chest. It works out now it was the mold . We complained and widney said he move us straight away and not to speak to management. This made me want too speak to management even more.
I then spoke to the assistant manager and he looked at our room and offered us a new room ( this was great room and upgrade what we really appreciated)
But he said that we had not paid anything as I wanted my $200 back, he then said he will investigate as something was a miss.
Then 3 days later we had a room bill put through the door saying we had paid $200 on the following Sunday (15th) when we complained. So why was the money not put on our room on the 8th ? This was to cover his tracks !

Your staff on reception, who I may add are your first and last contact on your holiday and make the first and last impression, well to me they untrustworthy and stealing from your hotel group, I don't mind tipping and do, but I do not like to feel robbed.

Overall the rest of the staff were brilliant.
It is really a shame as it slightly clouded my whole holiday feeling 1 I was robbed and 2 spending 2 days in bed which I actually paid extra for.

We was just about to book in February a holiday for 12 + of us to go to Mexico Rui again for 2 weeks in April 2019 but like I said it really has put a dampener and cloud over our impression on your hotel group..

I just wanted to give you chance to reply before I do my review on trip advisor, I am also writing to TUI as I feel the representative did not help as much as they could.

Sorry for the long email but it was not the easiest situation to explain.

Also I would like to add we spoke to several other guests and one of them paid an additional $800 and the payment was not on their room bill when they asked..

Imagine 20 rooms paying on average $300 a week and it is not going through the till ! $6000 a week or $312000 a year ! Now to me they are very very well paid reception staff and you will be getting a lot of guests feeling robbed.

I have all dates, pictures, videos and room numbers if required.

Many thanks and I look forward to your reply.

Recently my husband and I stayed at riu aruba. Very dissapointing!
First we checked in and the staff was friendly till the following morning when my ceiling was falling in (Which I have pictures of) the staff got rude at the front desk at that point because I waited and waited for someone to show up and after 4 hours I returned to the desk to say nobody came. They tried to tell me to go back and wait! Im on vacation! Why should I stay a day in my room waiting?
I also never had cold water. It wasn't just warm it was burning hot! I had to shower in our friends room because they said they were fixing it and never did. The manager here was not the most helpful. He was treating all of rudely! Well we ended up being stuck at that hotel an extra 5 days due to the hurricane that had hit in september. He seemed to have been avoiding us at all costs! I asked since we were staying longer that I needed to switch rooms since 7 days had gone by and I still didn't have water! That room was worse! Bathroom door was so swollen that you couldn't shut it. It hung over at least 1 1/2 inches. The bathroom was gross with rust and a hole in the bathtub which I have pictures of this all. Along with rusty lamps that and moldy shades. I really don't know how your company can seriously charge $500 a nite! I saved a long time to go in that trip and it's very overwhelming and dissapointing to be treated like that! The outdoor beach staff were probably the nicest people in the hotel. That was the only good thing we experienced.
I tried to contact someone to speak to on the phone but again the number I was given I was brushed off rudely when I told the man I needed to speak to someone concerning my trip. I'm not use to spending so much money and be treating so badly. The manager had zero people skills! He said the things he's suppose to say but it was all fake.
I'm sure anyone in your office would agree that you wouldn't want to save and wait for what you think will be an awesome vacation and come home feeling the way we did.
I'd appreciate some sort of contact back about my complaint.
[protected]@comcast.net
[protected]

Our 1st rim safe missing parts& took 1 1/2 hrs waiting to switch rooms at which time we had to hall all of our laugage Bach to the desk to finally have them assign us a room with a functioning safe, the liquor fell from its holder and the door came open and the bottel came at my husband since the cabinet and holders were both broken, the bottle would have hit him in the face and shattered had he not quickly reacted and caught the bottle, toilet clogged 2nd morning and took over 4 hrs for someone to fix, shower floor filled with standing water starting day 3 of 6 with each shower, Air stoped working in bar-club on the 3 nights we were there and it was unbarable hot, 1st night there we were told we had to eat at buffet since it was so our first night & not the steak house which had tables available, 2nd night only Japanese opened& buffet and stool in line for 2 hrs waiting while not all tables were filled any they said they didn't have enough food and only served 50 Peoole that night, only 1-2 of the 4 specialty restraints were ever available each night. Multiple persons complained with no resolve. A couple we meet spoke to the food manager who was very rude. We overhood him staying he was not consented since it did not cost him anything! The resort was clearly not up and running fully and understaffed. Visitors were not given the resort or services advertised and what they payed for. All patrons staying this first week should be compensated for the lack of food, services, and multiple issues incoultered. THe staff in the bar and pool areas were amazing. Demetria in particular at the club area. We stayed 11-1-17 to 11-6-17 Gina Hughes [protected] [protected]@hotmail.com we made friends with 2 other couples who all had the same issues

To whom this may concern my name is Alicia I stayed here at the riu palace in Montego Bay in June with my sister. I meet a guy called dr fun fun who works in your entertainment department who real name is Andre Tomlinson . I just want to make this known so that what happened to me wouldn't happen to another guest there. I begin dating him and just came back to Jamaica in sept which I stayed with him on his vacation. After I returned home from my trip there I got sick really bad and went to the doctor which the doctor told me that I have a STD which I didn't have before coming there because I have asthma, I go to the doctor all the time. Which now he denials it and block me which I'm planning on getting legal action against him for what has happened to me. It's a lot of emotional stress and anxiety knowing that he could give this disease to another guest is what I'm worried the most about, he knows what he has and don't care who he passes it too thank you.

I'm currently staying at the Riu Palace in Negril. My Gucci sunglasses and case we're stolen out my room. I notified management, and they informed me that they would investigate. I had to continuously call back to check the status. I had the do not disturb sign on the door. It's sad that you don't pay your workers enough and they resort to stealing. I will never visit a Riu again.

6 days into our 2 week holiday, I went to the safe yesterday. It wasn't a very nice day so I thought I would change some money to go in2 Caribbean street. On opening the safe I noticed that my cards from inside of my purse wer scattered round the safe then when I went to get the money out of my purse there wasn't 1 note left. We informed the manager & the tui rep . After checking again I realised my capital one credit card has gone also. We stay at your hotels quite often & nothing like this has happened to us before, apart from in the caribe at Mexico when we had dollars taken from our drawer but we should of had them in the safe . As it stands we don't even have the 40$ to get out of the country. I would appreciate it if you could give this your immediate attention. Ian & Tracey Sankey riuclass no :-[protected]

I came to RIU Merengue for a vacation in Puerto Plata, Dominican Republic on October 17th with Sunwing Vacations whom the package was purchased from. I was perfectly healthy and unsick upon arriving. On Monday evening I started losing my appetite and woke up in the middle of the night with a high fever, pounding headache and cough and had for duration of Tuesday and Wednesday I had blisters show up on hands and feet. I went to see the doctor on Thursday who said it was a bacteria infection and gave medicine to me to start getting better. Friday I returned to him to claim the blisters hurt and are itchy and he said I have a virus called coxsackie which is hands feet mouth disease and gave me a different medication to take and I purchased calamina lotion to help it go away. I got a call today from the hotel manager saying that I am not allowed to leave my room and blaming me for coming to the resort sick while this happened on the resort as I was healthy when I arrived. This is discrimination against a paying customer and forcing them against their own will to stay in the room and not even hearing me out or giving compensation as it is the resorts fault I got sick. It is unacceptable the way I am being treated by hotel management and i will never be coming back to this [censor] resort and I will make sure they lose clients and make everyone aware about how they treat customers and I will be demanding a full refund for the vacation.

Ref - RNT2BDFK - I booked a holiday through RIU and they proceeded to send confidential information to 200 email address which committed the offence of sharing personal data without authorization.
They admitted to this and agreed to paid 10% against our holiday since them agreeing this i haven't been able to have any contact from anybody advising how this 10% will be credited back to me.
I have been back off holiday now two weeks and all my emails go answered and all calls to departments within RIU advise they don't know what department i am referring to.
I have an email from 19th September advising that i will receive 10% credit off my holiday cost and no response since then. Due to the length of time as well as distress this has caused me i want further compensation as my email address was hacked after they shared it and emails were sent out as if from me which they were not.
I request contact from RIU and compensation paid of 50% to compensate for the time and distress this has caused me.

I had a necklace stolen from my room in Marrakesh last week, I have tried numerous times to contact the hotel and have been told I will be contacted immediately, this has not happened! I am very shocked that a member of your staff is still employed at the Riu Tikida Palmeraie Hotel and this has put me off ever booking a holiday with your company again. I have stayed at much cheaper hotels be the housekeeping staff have never touched any of my belongings.
I am extremely distressed that that has happened as my necklace was a gift. I will not let the matter drop.

Order number [protected]. I booked a holiday in May this year where we had a lovely time in the Riu Nautilus, the reservation number was WRC04T1Y.
I booked the hotel through top cash back and was due back £73.81 and have today been advised by top cash back that Riu will not payout! To say I am extremely annoyed and disappointed is an understatement, I even joined the Riu club because I was so impressed with the hotel and have been looking at other hotels. This is a lot of money to lose out on and I would appreciated it if someone could look into, thanks Irene Sangster