The complaint has been investigated and
resolved to the customer's satisfactionResolved RIU — customer service
resolved to the customer's satisfaction
Name: Thomas Hall
To whom it may concern,
I am currently on my holiday and i am writing to inform you about an incident that happened on the 6.9.11, in the Riu Garope hotel, Cape Verde.
I was in the reception area having a photo taken next to a large glass table with two ornaments on it. As i was preparing for the photo, i accidently knocked one of the ornaments causing it to fall. The ornament hit the centre of the glass and it shattered all over the floor. I immediatly admitted liability for it, but also you must appreciate that it was an accident. I was very apoligetic to the staff but felt that one member of staff in particular, who was the manager at the time, dealt with the situation in a ill-mannered way. He was very angry and abrupt quoting "you will pay, you will pay!"
We wantedto discuss the situation in a calm environment and with our holiday Rep. We arranged to meet with them at 10:00 oclock the following morning. I arrived at reception with a friend i had met whilest im on holiday as he was a witness to the incident and as the rep was in a welcome meeting, we were greeted by two managers of the hotel and a man who looked very intimidating, and was led into the managers office. We explained what had happened to the managers, but the manager who was on duty at the time of the incident had already informed them of a story that was completely different to what had actually happened. We explained again that it was an accident but it was at this point that one of the managers presented me with a scrap piece of paper with the sum of €6147.00 quoting again that "i must pay!" He also said that if i didnt pay we wouldnt be able to leave the country until w epaid the fee. As you can appreciate i was very scared and intimidated, and i also felt that i have been interegated and bullied by the managers into paying this fee, which i havent got. We left the meeting as we wanted to speak to our rep, Maria. We were told to return at 11:00 oclock to discuss it with Maria. We discussed it with her and she went in to speak to the managers. Within less than 5 minutes she returned and the sum had miraculously reduced to €3000.00. We discussed our insurance policy and we are insured against this but i am absolutly disgusted with how this has been dealt with. I admitted liability for the accident and feel that if i have took advantage of and discriminated against because i am a young man, and surely a huge company like this would have insurance accidental damage. As for the managers at this hotel they dealt with this situation in a inappropriate manner making me feel upset, worried and scared. I also feel that had this accident happened with a little child it would not have been dealt with like this. Riu is a well known company and have hotels all over the world, but this experience is abserd and i certainly wont be booking a Riu hotel again. This hotel is supposed to be a 5 star hotel therefore the customer service should be 5 star aswell. I would appreciate any advice or help you could provide using the contact details above. Thankyou. Thomas Hall.