RIU Hotels & Resorts

I was booked at the Riu palace Cabo San Luca may 22, 2021 thru 5/30/21. I booked a junior suite swim out room. Upon checking I realized my room faced a fence and the Riu Santa Fe pool. That location did not afford me the luxury of bar waiter service as well as it was rowdy noisy and the people staying above my room were shouting obscenities to the people at the Santa Fe pool. I called the front desk and told them I was unsatisfied with my room location and they said they would call me back with a solution. Guess what never got a call. I called again Sunday no response, called on Monday and was told we can't guarantee room location but as far as I was concerned this swim out room was un usable. I could have had the cheapest room and had the same result. Finally on Monday someone offered to change my room but at that point I didn't want to pack up and move and wait until 4 pm to check in again. I paid for a particular room which I do not feel I was given. The noise was terrible and certainly not a relaxing vacation like I wanted. When I asked for a price adjustment I was told we will make a dinner reservation for you. Really Riu. I don't want to give trip advisor Expedia Facebook and other social networks a bad review but your customer service at the Riu palace stinks. Hoping you will do the right thing.

Kathleen silvestri
Res# RNT3Gv5Z
[protected]@aol.com
Riu class [protected]

I checked in RIU ANTILLAS on Thursday May 20th, I was giving room #524. The room balcony door was broken, the safe was not working, among other things so I called my travel agent and he contacted the hotel to change my room. Friday morning I was moved to another room #1520. That room had similar problems. Balcony door droken, etc. But I noticed I took all my belongings to room #1520 and forgot my 14k Dimond studs in room# 524. I contacted the hotel manager ( Jacquelina Kelly) and explained the situation to her. She asked me to give her the opportunity to investigate the situation before I file a complaint. So I did, and Tuesday morning I spoke with her and my earrings are still missing.

The toilet in the room button malfunctioned and water started overflowing. There was no way to stop the water. No plunger in the room. It took over an hour and 20 minutes for the toilet to be fixed and room to be cleared. In this time, I took pictures to show the manager because of the amount of time it was taking. Room was flooded and I feel back.

My wy wife and I stayed from 04-22-21 to 04-24-21 in The Ipanema Tower Room 344 and our problem was two-fold. One was the cleaning service was lacking with unclean surfaces and surprise crumbled toilet paper in numerous places that included inside the top drawer of a nightstand and on the carpet near the bed. The second problem was our neighbor tenant in room 342, who liked to smoke marijuana at different times, talk loudly with cursing included, and slamming doors at all hours of the night. The room had an adjoining door which did not help. We were thoroughly discouraged and will never return to that hotel. P>S> I have never seen a hotel with approximately 100 foot of lines awaiting an elevator. The security guard said there were no stairs open to the public.

I have been calling and emailing for over a year and they do not refund my money. I have documentation of the many times I have called and emails from them with case number and how they will resolve issue and get back to me and text nothing had been done. Every time they claim to escalate the issue but still waiting. Fraud and thieves is what it is.

my husband and I took our daughter to Jamaica from march 27 to march 31st 2021 for her surprise 12th birthday. When we arrived that Saturday we were informed that we could not leave the resort that Saturday and also that sunday. The resort was aware of the lockdowns and should have given us the option of coming or not. we wasted our trip by being at resort 2 days . Everyone economy is suffering but we work hard to save money for our first vacation since the pandemic and feel ripped off. My husband was even thinking of becoming a rui member.

natasha owens, phone: 904.887.2366 [protected]@gmail.com

Our stay:
3/2/21-3/7/21
Room # was 0141
Hello,
My name is Stephanie,
My husband and I just got back from vacation and unfortunately my husband came back with a sprained ankle due to the unsafety hazard at the Riu Palace.

Riu palace doesnt provide mats either inside our room for after the pool or outside the pool when drying off or getting in the room.
I strongly think it shiuld be common sense to add these mats for safety.

This is a safety hazard as mention my husband slipped and sprained his ankle.
Due to this incident,
We'd want it to report it as it may be an ongoing problem.
We are going to talk to a lawyer because this accident could have been way worse.
Here is my information to contact me for more info about this incident.

Please email me to:
[protected]@yahoo.com
Phone #: [protected]

As a loyal customer recently went to hotel riu palace bavaro which I stay every year for my aniversayi have never been disappointed with treatment of the front desk staff especially a gentlemen name fernando would not give last name, stay at the vip room 5501 at all time no pool towel water dirty room cleanliness I had to keep towels and dry them out letting them know and there answer was they are short staff and would not attempt to do anything
Letting people with kids in the pool and cabanas and having people play there own hip hop music I come for the spanish music I pay for the ambiance of relalaxation not to be in the hip hop world, I as a loyal customer that pay top dollar and only stay in the riu hotels all over the caribbean should not have had to have my anniversary ruined

I need to know if rui santa fe los cobos will be offering covid testing at the resort for visitors to get in order to return to the United States. Please send me the answer ASAP because I really don't want to cancel my vacation.
Thank you George Stoner email address [protected]@yahoo.com
the information I got was incomplete and the email address was wrong.

We stayed at Riu Hotel from 17 to 18th of December 2020 in room 6058. Unfortunately our stay was unsatisfactory due to many factors. I believe that such incidents are few and far between. However, I wanted you to be aware of the specifics for you to address these issues as this was supposed to an enjoyable and relaxing getaway for us. We have taken this upon with the head of host and housekeeping Ms. Maria and the GM via emaiL but he never responded to our email and I wanted to make sure you are aware of it.

We are longtime residents in Dubai and often we enjoy a good staycation in different Hotels around the Country.

It all began with our check-in which unexpectedly took 45 minutes. Once in the room we used the washroom and noticed that the toilet-flush was not working and called for assistance, maintenance come-in after we had gone to explore the Hotel. We returned to find the flush working however, the water kept running, stopping only after several push-button every time we flush.

While in the room we requested for housekeeping to assemble children sofa-bed, which was only done after 3 hours and 3 calls.

The hangers in the wardrobe would not slide to either side as the rod seems larger than the hooks. Limited English language TV channels.

There are many other factors that contributed for our unpleasant stay.

Lack of handouts or information during check-in made uneasy to learn and locate services and Hotel facilities:

There is not clear signage indicating location of Hotel facilities, we asked at least 2 Hotel staff to show us the Spa and Gym and they did not know.
At the Spa, while using the Jacuzzi we noticed that the water temperature was not warm enough and few minutes-in it the water pump was turned-off.
The SPA attendant told us that they only carry hand towels and if we wanted bath size towels, we need to go out to pool-side to collect it.
We had a dinner booking at The Palm restaurant, which was enjoyable as the services and the food was great. Initially we could not locate the restaurants as no visible signage, after asking couple of Hotel staff we were pointed to different locations, one mentioning that it was at lobby level.
The quality of food and limited menu choice at all Al-Andalus restaurant was disappointing. However, the staff was very polite and helpful.
At Shamal lounge my child scratched her toes on floor rail while entering (I am referring to the rails used to close windows/door to terrace). This is a safety hazard as it is not color highlighted and levelled, necessary precautions must be taken to ensure the safety of all guests.
Our worse experience was late at night when we went to bed, the mattress is awfully hard making difficult to sleep. Some of the best things to enjoy in Hotels are the bedsheets, but unfortunately it was not the case this time. The bed sheets including the ones that we requested for kids' bed were very rough to sleep on it.

I do not know if it is normal for you to receive complaint letters from your guests, but it is certainly not normal for us to receive such low-quality service after paying considerable amount of money to enjoy our stay.

Hello,

My name is [protected] a guest from the 10-17th at Riu Las Americas.

On Nov 15th at 12:15am I was standing in clear view of the cameras that face the end of the bar with two bartenders at the theater bar.
During that time there were only 3 people present. One female server, whose was outside the bar to my left, one head green shirt bartender, as well as one other bartender Ulyses that were standing behind the bar but within 2 feet of me. Ulyses and the other Captain bartender were counting their tips for the evening and placing them in their pockets and placing paperwork in a blue bag and getting ready to leave.

I walked away from the bar with a beer in my hand and inadvertently left my cell phone on the bar top in front of Ulyses. When I got to the lobby I realized I forgot my cell phone and walked back to the bar and it was gone. At this time the bar was closed and the bartenders had left. During this time I was the ONLY guest left in the entire theater and surrounding area.

I immediately reported this to security and the front desk and we went and checked the area but the cell phone was gone.

The cell phone is described as a iPhone 11 color red 256gb at the time it went missing it had a dark privacy screen protector on it along with a Waffle House menu case (pictured below)

Inline image
This is an example the phone was RED in color but the same case

I went back to my room #653 and turned on my IPAD in an attempt to locate the device and mark it lost. I was able to access the phone and it tracked the movements from the back of the bar across the pool stairs to the second bar by the swim up area and then was turned off.

At 11:26 am on Nov 15th the phone was turned back on at the pool bar that Hugo works at as the captain and was then turned off. I went to the pool bar and spoke with Hugo with security and they looked around but were unable to find the phone. At 3:35pm the phone was again turned on at Costco at Super Manzana 21 Mz. 4 Lote 2 No. 251, 77500 CANCUN, QUINTANA ROO.

This means someone possibly from your staff mentioned above took the phone. I called Costco once back after my vacation and spoke with the Warehouse Manager Miguel whom is also investigating who brought the phone in to have it reactivated.

I kindly ask that the RIU investigates this matter and interviews Ulyses and finds out the whereabouts of my phone and have it returned to me.

Pablo from the front desk was very helpful during this period and has been aware of this situation and I would like to have management recognize him for his merit and honesty and commitment to guest relations. I have been a RiIU guest at 8 hotels and nothing like this has ever happened to me. I am hoping this can be resolved and the phone returned to me.

I have all the serial numbers from the phone and it has been reported lost/stolen by my service provider at this point.

Please contact me to help me rectify this important matter.

Thank you

Phone [protected]
or
Phone [protected]

On Sunday I tried to telephone Hotel Riu Nautilus(Torremolinos) to find out if there were any specific restrictions due to Covid 19 and there was no reply. I have and still have a confirmed booking for this Hotel from 28Dec. until 10 Jan 2021. No one has ever contacted me by Phone, Mobile, Letter or Email to cancel the booking! I sent several Emails to supervisor@riu.com and only today have they said the booking has been cancelled with a rather feeble apology.
Imagine if I had not tried to contact the Hotel! Maybe I would have arrived after several hours of journeying to find the Hotel shut, imagine! My dutch friends who are booked at the Hotel and have a flight from Amsterdam/Malaga booked and paid for would be livid.
This is inexcusable from a large Hotel chain and shows a complete lack of regard for their clients. The group has shown poor organization because when they shut down the Hotel they should have notified all the clients affected by the closure.
Covid 19 has quite rightly enabled Hotels or clients to cancel without penalization but both parties must notify the other party about the cancellation.
An alert must be sent to notify other potentially affected clients unaware that the Hotel is closed until 4th Jan 2021.
Philip Brenton.
Booking reservation: WRC0JWZE
Riu Cliente Number: [protected]

El dia de 5 de Octubre,
por causas del huracan Delta, nos transladaron al Hotel Tequila, las habitaciones estaban sucias, las camas sin habilitar, pero eso no importa por que uds nos ayudaron a salvaguardar nuestras vidas,
al dia siguiente no nosdejaron salir del hotel asi que fui al Riu Caribe a pedir que si podia pasar la noche ese dia porque nos dejaron el riu tequila hasta el jueves, la Manager de Riu Caribe, me dijo que no le importaba el huracan o lo que pasaba, que ese dia era mi salida, y sin inportarle que estaba con mi familia, me dijo que si queria quedarme por esa noche tenia que pagar $6000 mas resort fee por esa noche, le comente que por lo del huracan uds nos llevaron dos dias a otro hotel sin comidas y bebidas, pero que si me daba un mejor precio ya que mi vuelo salia a las 7 am, y ella me contesto que si queria buscar otro hotel mas barato y eso es muy malo yaque el huracan tiro los postes de luz y no podia salir de ahi
asi que le conteste mal y me trajo a seguridad para que me sacaran mis maletas a las 10 de la noche y el dia mismo del huracan.
Cuando uno ve el nombre de Riu espera comprencion de personas por que los que vamos somos familias, y no sabemos de huracanes ni desastres, pero creo que podemos mejorar nuestra calidad humana
eso es todo esperando pronta respuesta
mi email : [protected]@yahoo.com

Ricardo Vaca Enriquez

Elite
Residential
Ricardo Vaca Enriquez
Realtor
Cell [protected]
Office [protected]
9160 Forum Corporate Parkway Suite 350
Ft Myers Fl 33905

The adult side of Rui resort all inclusive in Aruba. I fell coming into the room on the small lift in between floors. When, I fell forward I tried catching myself and cut my mouth and damaged some crown work. The maid reported it to Manger J. Kelly at the hotel. This happened during my stay March 1-7th. I love the staff and hotel.

Thank you

Lisa Ann Curran
P.O. Box 255
Middleboro Mass. 02346 # [protected]

When we arrived in Rio Palace Zanzibar we realized that children could not stay with us and five hours discussions with front office manager of Rio and representative of TUI 4 people from our group /two of them under 18 years old - from two families/. I already asked officially TUI how they accepted reservation /which are attached/ in which the age are not filled in. The children were accommodated in La Gemma in two rooms, no matter that we paid for better one like Rio Palace.
My children were in room 325 in which were mouse's which ate from their food and [censored] on the bed and their clothes, as you can see from attached pictures.
I still could not accept and understand what is this rule - not to accept children /no matter that we saw such in the hotel/ and split them from their parents and friends and to leave in such conditions /with mouse in the room/. During our vacation I had to move between the too hotels and to lose my time.

I am waiting your reply before to decide what will be my next steps and how to use this pictures.

Hello I need to speak with someone and fill a complaint about my stay at the riu reggae in Montego Bay. $600 and my Apple Watch were taken out of my room while me and my girlfriend were out of the resort. The security manager acted like he did not care or show concern one bit. We came to the room with them to search the room. The watch and my money were left on the desk. No one had the right to enter my room. Especially when the do. It disturb sign was up. I asked to make a complaint with him he refused also asked for the police number and he wouldn't give it to me. My girlfriend had to ask him multiple times for the police number. They interrupted my statement multiple times when I was talking to the police. And basically was saying we were lying about the money being gone. This is highly unacceptable. I need my money and watch replaced. $1000 is gone and they don't want to do anything about it. Their story changed multiple times then had the nerve to tell the police we were lying front in front of our face. This was my first time staying at the riu and it will be my last! Someone needs to call me ASAP to fix this issue (lachelle.[protected]@yahoo.com). We had only been at the resort for 1 day and this happened. I will not let this matter go until it is properly resolved.