THIS NEEDS TO REACH MANAGEMENT ASAP. I will be reporting this fraud to Wells Fargo and the proper Mexico authorities
I am also posting to all social media coverage I can find stating this exact post below to expose the type of company the Riu is. Highly disappointed!
Riu Palace Peninsula
We left Texas for Mexico on 6/3/2021, checking into the Riu Palace Peninsula in Cancun, Mexico on 6/4/2021 at approx 0100. Our stay was from that time until 6/7/2021. Upon checking out at approx 0530 on the morning of 6/7/2021, the front desk clerk by the name of SERGIO told us we owed the hotel for a brand new television because we had supposedly broke the television within our room. That we had broken some kind of electronics policy. Sergio said they had to replace it on the day of a maintenance request that we, as the guests, had entered into the app for fixing.
1. When entering the room, the first time we turned on the televison- we noticed a line running vertically approximately 4 inches away from the right side of the tv screen. We didn't say anything, nor turned in a maintenance request, because we figured we weren't going to be in the room that much anyways and the screen was still visible so it wasn't a big deal. Sergio informed us that we supposedly put this line in the television somehow and ruined the ink of the screen? (whatever that even means).
2. Sergio also informed us that maintenance had come up and replaced the television due to our request that we put into the guest app. WE NEVER put in a maintenance request to do with the television. In fact, the only request we ever made was asking for some comforters considering our beds had none, only sheets. The television also was never replaced, for a fact. Upon checking out, we had just turned off the tv before going downstairs and the line was still visibly on the screen. It didn't effect the vision of the screen but it is quite noticeable and so my husband and I both recall it being there. Sergio insisted that he had pictures of the so called damage and that maintenance had swapped the tvs. He also stated he had the paperwork from the swap. I asked to see the pictures and the so called paperwork and Sergio told my husband and myself that that was an impossible request, that he didn't have to show us anything. I also asked what day the tv swap had supposedly happened, as well. Sergio replied that it was just "sometime within our stay", that he didn't know which exact day. ALL LIES.
3. I asked Sergio for this supposed electronics policy within the hotel, he failed to provide me one, just kept demanding that we pay. I asked again for a website or something to guide me on what we had supposedly done- absolutely no response. SERGIO SPOKE PERFECT ENGLISH by the way- so there was no language barrier.
From that point, my husband and I both informed Sergio that we weren't paying for a television that was already broken upon us entering the room. He stated that all of the Riu's rooms were immaculate, including this particular establishment. We've stayed the Riu in Cabo twice before this stay and I would usually be one to agree but this time, our room shower didn't turn on from the overhead, only the handheld portion(we didn't report that either bc we weren't trying to be picky). The tv had that line in it that apparently we got the blame for, our balcony had no furniture. Housekeeping only came one time in the 3 full days we were there, we actually met them in the hall to even get towels. We went with 5 other couples and each couples' rooms had to have maintenance on patio furniture, broken ac units, dirty linens and bathroom areas including stopped up and running toilets, etc. Each can attest to this if needed.
When repeating the statement that my husband and I were not paying $500 US dollars for an approx 3 yr old 27inch television that was already broken, Sergio yelled at us saying that if we didn't pay- that he would be calling the airport to stop our flights to the US and we would face a Mexico jail for theft. I asked to speak the manager, Sergio said there wasn't one on duty. I asked for a corporate number or someone's number with authority that I could discuss this issue, Sergio again lied and said there wasn't one. No business cards given, no email contacts, no phone contacts given to us. My husband went and loaded our baggage in our taxi as we were getting close to NEEDING to leave for the airport when upon my husand's return to the desk, my husband stated that he wanted to speak to the manager ASAP and Sergio then replied that he was the manager. I literally looked at him and was said "oh, so you're the manager now?" and he just yelled at me that we needed to pay or we were going to jail and that our flights would be cancelled.
Ultimately, we were shook down in a foreign country. We had no other options for this fraud, other than to comply. We were threatened and continuously lied to. Sergio ran my credit card, I didn't sign my signature to a receipt.