Had a nightmere experience at Riu!!
Where should I start, well I was born and grew up in Jamaica and visit every year. this trip was my third so far this year as my eldest daughter was getting married. I have my own accommodation in Jamaica but decided to go all inclusive in order to try and ensure everyone stayed together felt included and have a great time. In all we had 10 rooms.
To start it is low season but yet we were placed in the worst rooms. I am nit a fussy person also I was concentrating on doing the finishing so initially I did not complain. However one night I was rushing to dinner and left my suitcase open, on return I found small cockroach funny across my case. As a result I requested to be moved amd highted the fact that I have a party of 20 people there and the least they couod do is put some of us in better rooms. After complaining for two days we were offered to change rooms.
On the day we were moving it was hectic as we had Hen Do and wedding rehearsal. That morning I have $200, 000 JA dollars in a bag my husband too $70, 000 out and we accidentally left it on the bed. The bed was unmade and it was in a black bag so we did not realise. I did not miss it until the day after which was the wedding day. However I reported to a male front desk worker but said to him am still looking for it as deep down I thought we miss placed it. He did not take any action, I went back to him several times after I searched the room several times. Still he did not show any interest, I had to plead with him to contact House Keeping to establish of any thing was handed in. I also asked him to check the room that we left but he said it is now occupied so he could not.
Two days after when I could not take it anymore I went back and a lovely front desk lady Tanise she called security. Security took the information, however I had to insist I needed the Police. When the Police came my Sister and my youngest was sat in close proximity and overheard the security lady asking the Police "what do you think?" Implying she thinks I had made it up. I was livid, I basically said to what would be the point as I will not be able to get it back. Also I was pretty much sure my insurance will not cover cash! Following this I established it wouod only cover up to £300 and I would have an excess of £150 so I would only £150, when I've lost roughly £750. The outcome from the Police visit was for them and the security to search my room again. Although I told them the money did not make it to my present room also that we've search it a million times. The security had the nerve to tell me to search through my belongings whilst she look on!! I told her she can forget it as am not putting myself through the ordeal again. At the end the Police told me I had to travel to Green Island Police staion to make a report!! They also insisted to ask where my husband was although I told them he was out doing business. They proceeded to ask if I think he could have take it ! So I said oh yes he stole his own money! So not sure why they came.
The security contacted the house keeper to come in as she had been off work since the incident. She met us in the lobby onfront of the Police, the security, other staff and guests she verbally abused me, shouted at me and said I accussed her of taking our money. I tried numerous times to say I did noy and would not as I have no idea where it went. However she continued to the point where both the Police and the security had to tell her to stop as I did not accuse anyone. I saw her a few time before I left and she did not applogise neither did any manager dealt with her actions.
Anyway I went and on arrival they had receipt prepared and handed it to me in arrival and told me it is for my insurance. So I said oh ok so you all think I would do this for £150!
After all this I had to go back to the front desk and ask to speak to tgeir Guest Relations Manager as none came to us. Two managers met with us twice which we instigated and said they would update us prior ro our departure. However we checked out on the 17th and heard nothing!
I forget to mention also that our safe errored after a few days and when the gentleman came to fix it he had to call maintenance as the barrel was missing. When maintenance came my husband said they were in shock as bits of the safe were missing. Also oyr patio door was broken. My husband provided that additional information and one of the maintenance gentleman also said he would be able to provide the report. However no one was interested.
To top it off my daughter ask them to store her wedding cake and cupcakes after ger wedding and when she went back for it their staff had eaten most of the cupcakes!! She had to argue for refund and she yet to get it although they agreed they would pay.
All I can say my deeply disappointed with my own country !! For big company Riu your procedures are very poor