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1.2 481 Reviews

RIU Hotels & Resorts Complaints Summary

21 Resolved
460 Unresolved
Our verdict: If considering services from RIU Hotels & Resorts with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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RIU Hotels & Resorts reviews & complaints 481

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6:34 am EDT
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RIU Hotels & Resorts sunbed issue

Kelly / 20 May 2018/ Tui Holidays / Ref: 5462596/Riu Nautilus / Torremolinos
Good afternoon,
I had an accident at the above hotel on the 25 th of may before flying home. I was walking from the pool area to the reception, and someone had pulled there sunbed out into the walkway, as I turned to go up the steps, I ripped my leg open on the sunbed. The manager, the pool guard and medic, and various customers around the pool assisted me, and the manager called an ambulance. I was transported to the universal hospital, whereby 2 doctors spent an hour and a half stitching my leg, and I was given 20 stitches, a tetanus, and a course of antibiotics. I flew home on the sunday morning 27 may and had full airport assist with ambu lift included organised by the tui rep. I am currently still undergoing treatment, and on another course of antibiotics with a loss of 3 weeks work at the present. As far as the hotel goes, it is one of the best riu I have had the pleasure of staying in, and I have stayed in a few, the staff, including the manager, were amazing and the food, you could not fault.
The sunbeds have apparently just been renewed from the plastic ones, and are not user friendly, as advised by various customers. The corners are very sharp. The one thing I would not like is for anyone else to suffer as I did, and still am.
I would be grateful for some form of recompense, for my wages loss, and for the scar. that I have been advised I will be left with. I will attach the photographic evidence and also have many witnesses to the accident. Please advise by return.

Kind regards.

Mrs Sandra B Kelly

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6:16 am EDT
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RIU Hotels & Resorts bar service

We are currently on holiday at the Riu Macao, yesterday it was one of our party's birthday so we all went to the Italian restaurant for dinner. After dinner we walked to the Riu Bambu for a drink as advertised we knew we were allowed to have a drink in this hotel.
As soon as we arrived the barman serving seemed to be unhappy, we waited for our turn to be served and then we were ignored, other customers that arrived after us were now being served, there was an elder gentleman who I believe was a manager who spoke to the barman and they seemed to have a disagreement and still he would not serve us,
Eventually a bar lady arrived the manager spoke to her and she served us, but while we were being served the barman seemed very upset that we were drinking at the bambu, the last drink we asked for was a glass of champagne for birthday girl, he said "we do not have champagne, if you want champagne go back to the Macao" waving us away.
Our parties average age is 60 and it was a disgusting way to be treated.
We asked the manager the bar mans name he said Alfredo.
We will not be returning

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9:35 am EDT
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RIU Hotels & Resorts cancellation

Good Afternoon

I booked this holiday as returning Riu customers following the sudden loss of my mother in law. This holiday was our way of getting away and an opportunity for us to relax and deal with our grief.

We were contacted by Tui with less than 2 weeks notice to notify us that you would be building a barbeque kiosk but no disruptions to guests.

I understand the scale and size of Riu Hotels and so contacted them the next day to be advised that there would be disruption and noise and we would have to move hotels.

I had to discuss this with my husband and could not do so until following day due to working diffrent shifts. 

As we were both working right up to our departure date it was left to me to choose another Hotel. 

I tried to change my holiday dates with my employers but this was not possible so I was now limited to choice. 

Alternative hotels offered were not suitable as we expect a standard of Hotel with good facilities in a lovely area with lots around us.

I was then informed by Tui I would have to wait for a refund which resulted in us having to pay out £1900 for another holiday.

We could not get a holiday in Melonaras so chose Playa December Ingles.

The holiday was not what we wanted. The area was not what we wanted, the hotel was not what we wanted.Everything was very rushed and we settled for a holiday that neither of us enjoyed. 

On the coach back to the airport we passed through the beautiful Melonaras and saw your Hotel we should have being staying at.

We have been on a few Riu Holidays and love them so much we recommend to family and friends.

My daughter and her partner and 4 friends are booked to stay in your Hotel in Dominican Republic for 2 weeks in July.

I'm sure you will understand this whole situation has been stressful, time consuming, addition cost to us and very disappointing. 

I want to continue enjoying your beautiful Hotels and so want to give you the opportunity to comment and compensate us for this. 

Kind Regards

Mrs Maureen Finan

Sent from my Samsung Galaxy smartphone.

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9:19 am EDT
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RIU Hotels & Resorts riu club hotel bambu punta cana client no [protected]

Just returned from above hotel in Dominion Republic - not happy with level of service received -
Colonial Restaurant staff slow to clear tables, provide drinks, clear tables selective who they served
Cashier at reception Ana - rude surprised English sterling would not be changed into American Dollars only Dom Pescoes
Bar staff in lounge - selective who they served, messed about with the Canadians, females made believe they did not understand what you were asking for
No umberella's available in room to use when rain started in evening
Pool staff near 4000 block did not close pool or take action when broken glass found in swimming pool even though english ladies gave glass to bar staff, pool attendent informed and just strugged his shoulders
Colonial Restaurant food very good however on occasions food was cold, cups were cracked and no milk jugs and cutlery available
Beach - many broken sun loungers on beach together with sea weed which needed clearing to encourage more people to use beach - in Cuba a tractor clears this every morning?
Large groups of Canadians taking over the quiet pool carrying out drinking games in pool, shouting and being a nuisance - we were in room 4017 and we could hear them in our room with patio door shut, families with children left the pool area on a daily basis when they arrived as they took the pool over
Drunken behaviour of young male in room 4016 - room trashed he smashed room up smashed patio door and items in room, threw chair out of room into grassed area beyond patio area - i called security and no urgency shown
I joined RIU Class as i thought there would be standards at a well known group hotel we were disappointed having second thoughts about booking a RIU hotel again - it takes me over a year to save for annual holiday and do not feel we should have attended sister hotels to avoid these complaints.

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9:52 am EDT
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RIU Hotels & Resorts customer service

Dear Sir or Madam,

Please can I raise a complaint against your New York hotels customer service.

I have a soya food allergy where I can not eat anything that is cooked with or made with soya or I will be extremely unwell. I booked your hotel due to it having breakfast included and expected for the standard and price of your hotel to have a reasonable selection of food suitable for my dietary requirement.

This morning is the first breakfast on a three night stay and after asking one of your catering team if they had allergy menu (which they don't) I then had to wait a extended period of time while he went to the kitchen. 20+ mins later I was politely advised I can only eat fruit and hard boiled eggs. Due to all bread products having soya and all cooked items having soya oil. There was nothing else the catering staff could offer and I was by now feeling embarrassed due to standing in the food area with both staff and fellow guests looking at me and by the end of breakfast my wife was in tears. Less than the pleasant dinning experience I was expecting from a hotel of your companies reputation.

Due to this disappointment post breakfast (though I virtually ate nothing) I attended the front desk asking for the value of the breakfast for the next two days to be refunded to allow me to go to a different hotel or restaurant that has a more customer friendly allergy menu. The staff member was unable to help with this request and spoke with her manger a Mr Diego Alonso and came back stating a refund on breakfast is not possible and there was no other options. Though she was sorry I was unable to eat your food without becoming ill. Disappointed with this response I asked to speak with the manager to see if there was another solution, hoping there might be arrangement with a local restaurant or linked hotel chain.. etc. Mr Alonso although visible declined to come and speak to me in person, although politely phrased by the staff member; I was told there was nothing your hotel chain can or would do.

Although I am a first time guest at your chain I wished to bring this very disappointing experience on poor customer service and non allergy supportive food choices to you attention and give you the opportunity to improve what will currently be a less than positive experience at you hotel.

I look forward to your reply.

Yours faithfully
Gareth Norton

Guest at Rui hotel New York, room 1214

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8:12 pm EDT

RIU Hotels & Resorts items stolen out of a suitcase in my room; the way the hotel dealt with it

Hello,

My name is Christine Smithers, I recently visited the RIU Jalisco from may 23-30, room 4211 under David pollard.

Ok where do I start, on day 3 of our stay I noticed that almost all of my sons clothers were missing (size 18mos-2T) from a suitcase that he shares with his sister.
I immediately called front desk and filed a report in which they said they get back to me, nothing back. I proceeded to customer service same thing, filed another report, I was asssure it's impossible for this to happen. they blamed my friends and then after the report Security then checked my things to make sure I wasn't lying. How nice. They check room scanner etc.
I showed pictures of the missing clothes because my son had worn two of the missing outfits. To get to these clothes as I mentioned, the person had to dig through my kid(S) suitcase. So when public relations called me down on day 5; with bad news, we discussed the days and how impossible it was. Well None of the times on the key cards matched up cause we were on all day exscursions and proved that but there were more then 10 entries. The maid didn't come at the time listed cause we were there, nothing added up. Then they proceed to tell me oh there was a noted accident with a suit case when a hotel staff placed the crib in my room. Well the staff didn't place anything in my room, they handed me the crib in the hallway where I have 5 witnesses, she did not enter my room at all. So at that point I was tired of all the excuses. I ask other staff if this happens regularly, they said we get some reports yes, I took to tripadvisor low and behold; it happens very often* and by staff. I Went out an Baugh my son some new clothes, it does not cover the cost of what was stolen. I'm actually super disapointed and fairly humiliating, my baby's stuff was stolen and I was called a liar. I've been a loyal RIU visitor, Jamaica, cabo, PV and cancun as have my many friends I can honestly say after that experience I don't see my self visiting again if something is not handled. That is not in anyway CustomerCare.

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5:21 pm EDT
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RIU Hotels & Resorts personal physical injury

My name is Rhonda Simmons and I stayed at RIU Attillas Aruba from 524 to 5/29/2018 for the Kemp wedding vacation. On Sunday 5/27 I was at the main pool area, exiting the pool with my husband when an umbrella escaped from its holder and directly hit me in the back of my right scapula. It caused severe pain and swelling, that caused me to physically limit my vacation activity.
I am still in pain and would like to file a claim for damages.

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6:44 pm EDT

RIU Hotels & Resorts riu palace bavaro

My boyfriend and I, have been looking forward to coming to this hotel for a long time. We were amazed by the photos we saw online and finally were able to afford and make the commitment to synchronize our schedules to go. We booked with Sunwing Vacations( worst airline and paid extra to get Elite plus seats which was a real JOKE, my boyfriend wasn't even fitting in the seat). Quickly did we find out we were about to have the worst vacation of our lives. I, who have vacationed to Punta Cana in the Dominican Republic at least 40 times within these past 10 years(mostly stayed at the Bahia Principe, which in my opinion is the best resort in terms of quality/price)and have never had any issues. In fact, all my times spent in Dominican Republic at other hotels have been so great that I keep coming back two to three times a year. What I experienced at that RIU was so disgusting and humiliating that I decided to inform you all about this nightmare in detail. Let me start by saying me and my Boyfriend both look like we may not speak Spanish, but my boyfriend is Dominican and fluent and I speak Spanish very well and use it for work on a daily basis. We arrive to the hotel and were told check-in is at 3 and to head over to the bar for a drink till then. We do just that, and are greeted by what we thought were the two most rude bartenders. They would serve drinks as if you were bothering them, speaking rudely about clients in Spanish, and god forbid you don't tip; sorry most of us don't swim with money in our pockets. When you ask the bartender for Barcelo Imperial( the better Rhum) they would constantly serve you Barcelo Anejo and hide certain bottles. It was so bad this one time, I told the gentlemen I only drink imperial if not I get sick and he went to the kitchen where I can see through the glass window, poured my drink and came back out without the bottle but only with my glass. If you're going to take the bottles or pour it in something at least wait till the bar is closed. By the way all internationals drinks are supposed to be included at all times everywhere and not hidden.We were scared to ask for drinks at the bar the whole trip because we felt so uncomfortable and didn't want to bother the bartender for our request of a drink. They were especially rude to me and pretended I wasn't even there so I always sent my boyfriend to get drinks. But what can be worse than rude bartenders? Rude waiters and waitress; who ignore my presence at the table and gossip about who knows what by the wall instead. Certain waitresses would only bring drinks to my boyfriend and wouldn't ask me if I wanted to drink something.It was extremely uncomfortable and awkward. We had to change spots and not go see a certain waitress table anymore. What can be worse than rude waiters and waitresses? You guessed it, chiefs who cook unsanitary food in a place where you don't have many options other than a buffet. On our third day me and my boyfriend were unlucky enough to catch food poisoning. We both had only chicken fajitas that night and knew it had to be the chicken that was served at the buffet. We immediately got sick and had to go back to the room. We also ran into two other couples the next day who said they had food poising and both couples said they had the fajitas. While I'm on what feels like my death bed, my boyfriend calls the lobby and says may I please have 4 or 5 bottles of water brought to our room me and my girlfriend are very sick. They tell my boyfriend yes right away. An hour passes, no water! We are in a hotel/country that has signs that say don't drink water from the sink! So my boyfriend calls again; 30 min later finally! ONE bottle of water arrives. Is this a joke, we paid a lot of money that we worked hard for to come to a place that a bottle of water in time of emergency needs to be conserved to help keep the bottom line of the company in check. You have to be kidding me, I was embarrassed for the RIU brand at this point. Sick and tired of these days here (literally) I head over to the lobbies front desk to speak to the director. I tell the receptionist I'd like to speak to the director or someone who can fix the issues I'm having with the hotel. He says wait, I waited 10 maybe 15 minutes, already getting flustered I ask someone else they said "yes ill go get somebody." The gentlemen I asked before never went to look for someone who I can speak to. As I'm waiting patiently I see the director, I quickly run over to his door and start telling him my problem, he say see the receptionist and slams the door in my face. Never have I felt so disrespected, it was disgusting his behavior, more disgusting than the food I had to eat every day. Honestly now I see why the staff is the way it is. While waiting, this couple from Russia overhears me and tells us that her and her husband both got sick from seafood at the buffet a couple nights ago as well. 10 minutes later the receptionist and the sub director invite me to his office. Tell him about all the issues; the SUB DIRECTOR ask me so what do I want! Excuse me. I just finished telling you about your staff, your food being unhygienic, me almost dying across your table and all you say is what do I want? Seriously, almost thought I was in another world. I'm not here looking for free things, im here looking for the experience I paid for and worked months for. After all was said and done nothing changed and the sub director sent me and my boyfriend two electrolytes later that day(a few hours later). Thankfully we received the electrolytes because we couldn't even receive our beer and water for our fridge until one day we decided to write a note and leave it on the bed. I couldn't help but think this was a prank show because how bad everything was. On our last night of this vacation we received a call at 7:45 pm in our room( Yes, he waited 4 days and called at almost 8oclock to ask me if I wanted to eat somewhere else, chances are I won't be in my room at that time). It was the sub director after have spoken to us three days ago wanted to invite us to a dinner at Krystal the restaurant in the hotel next door(Riu Macao). Me and my boyfriend both said this is our last night maybe we can forget about all the terrible, terrible service we experienced on our last night with a nice dinner; we were already dressed to go eat at the food horror show called the buffet and fill ourselves up with bread and rice. We respond to the kind gesture with a "yes, when should we come", we are told right away there is a taxi waiting for you. We arrive they say it should be five minutes, we sit down and wait. FORTY FIVE minutes pass by, at this point we head back to the receptionist and give back the card for the reservation. He refuses to take it and says look the taxi just arrived. We look at each other and say ok let's do it I'm starving can't wait another minute. We arrive to the hotel and are greeted by the receptionist in Riu Macao and tell him the situation in English. He calls gentlemen on the phone and speaking Spanish and says "well the sub director invited a different couple earlier already should I send them somewhere else." He then gives horrible directions in a big resort we have never been to at nine o'clock at night. After asking 3 different people on the way we find the beautiful looking restaurant. We get greeted by a rude waitress who says why are you here this is for the members of this hotel only. We keep showing her the card and explaining the situation and she still didn't seem to grasp the situation and turns her back. Finally another gentleman comes and says alright yes it's ok to stay just one moment. He then goes to the kitchen and in Spanish starts telling everybody the situation with such a horrible attitude. He returns and tells me and my boyfriend that they are packed and have no reservation for us. He also had the nerve to tell us, " What's wrong with the buffet why don't you go eat there. " He also gives us a buzzer and says I can't promise anything but we might call you in 20-30mins. The restaurant was EMPTY! Maybe 3 tables were used. We felt so disrespected at that point that we left. We passed by the reception of the Riu Macao to tell their director about the situation that just happened at the restaurant and the gentleman at the reception clapped his fingers at me and yelled at e calling me LADY...When I expressed my disappointed he laughed and turned his back whispering something in Spanish to his colleague. The anger and heartbreak that came across my body is unbelievable. Now after being kicked out of the restaurant that the sub director invited us out to on our last night in punta cana on empty stomachs, we ended up walking back to our hotel and going to the buffet. Everybody got wind of our horrible situation especially after I saw the sub director again at almost 10 o'clock and told him thanks for ruining my vacation, time, money, and energy. He did not say a word. Ironically enough it was Survey time at the buffet. A boss in the buffet while we were getting food (carbs) told my boyfriend that hey there's some good employees there's some bad employees what can you do... What do you mean what can you do? There's many things you can do. We felt like he was aware of the situation. That's not even the best part, while eating a waiter comes over to us and tries to convince us not to put a bad report. How unprofessional, how do you know what we are writing down, apparently you know why we wouldn't be happy. If your coworkers and other staff weren't so rude you wouldn't be at my table on my last night begging for us to change our review. He kept on telling us that if we don't put a good review it affects his job and that its not cool. You would think it wouldn't get worse but on our last day it did. We had to be ready to leave at 8 am for the bus to pick us up to take us to the airport. We decide to wake up early so we can be at the buffet to eat bagels before our long trip. So around 6:30 we call for a bell boy, they tell us he's on his way right away. We see it's already 7 and the breakfast is already being served. We call back asking politely "where's the bell boy we called 30 minutes ago", he tells us the bell boys don't get in till 7 granted it was already 7 o'clock, but alright, he then tells us to leave it there and someone will come get it later. After the dreadful service we have been experiencing we took no chances and carried all our bags from the furthest room of the resort to the lobby, making it back for breakfast with 10 minutes left. I will tell everybody including my thousands of followers on social media about how bad of an experience I had and where I don't plan on staying on my 3 times a year trip to Dominican Republic.

After this nightmare vacation, I would hope we would deserve some special compensation from Riu or Sunwing. I just got home 3 days ago and I am still feeling sick and had to call sick at work today! Ive travelled the world and I can say its the first time Ive had such a horrible overall experience and I will never EVER return to a RIU and I will tell everybody how disgusting my experience was.

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3:53 pm EDT
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RIU Hotels & Resorts food poisoning

We recently visited CLUBHOTEL RIU TIKIDA PALMERAIE for a week's holiday towards the end of the holiday I became I'll with a horrendously sore stomach followed by diarrhoea and the constant urge to be sick.
I had to travel home feeling awful, It's also taken over a week to start feeling better.
I did not expect to pay 1k to come on holiday with tui to this 4* plus platinum hotel and leave with food poisoning, it actually spoilt the last few days of our holiday.

Look forward to hearing your response
Many thanks
Rhian

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6:23 pm EDT

RIU Hotels & Resorts room accommodations at riu montego bay

I arrived at Montego Bay on May 5th, 2018. When I checked in at 3:00 on that day, I walked up the stairs to the floor I was assigned to and there was a room door open with filty, moldy mattresses that were piled up. When I entered my room I notice that the middle of the mattress was caved in. I pulled off the sheets to find that the box spring and mattress were both dirty, moldy and has urine stains all over them. They looked like they were pulled out of the dumpster. I returned to the desk to complain, and received another key to a different room in a different building, and found the same problem with the mattresses and boxspring. This occurred a total of three times, in addition, one of the rooms has a rusted moldy ceiling from a leak that was not repaired or painted. The assistant manager never apologized for my inconvenience or unfortunately my frustration. He had me write down the entire incident and handed me another key to another room, which was bayfront (the same exact room). This room had 2 full size beds pushed together, the mattress was caved in, and worn but it was not AS dirty or moldy as the other rooms.in addition, the closet doors feel off the track, and the soap dish fell off the wall. The sheer curtain to the patio was so dirty I had to push it open with a selfie stick. My hands were tied to move to another hotel since I had no phone service, it was 6:30 pm (dark out), and I was in Jamaica, which is not a place you want to go walking around looking for another hotel. I have stayed at many RIU's, and was shocked at how dirty all of the mattresses were, they were not just dirty but full of mold. The elevator was all chipped and dirty. The cups they serve the guest in during the daytime are yellowed plastic cups that smell horrible.in addition, the liquor at the bar was watered down, everything but the rum. I can not believe how your customer service desk did not care and never apologized. I would appreciate some kind of compensation for my horrible vacation. My husband and I tried to make the best of a bad situation. I am reluctant to ever stay at another RIU again.

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11:06 am EDT

RIU Hotels & Resorts ackee restaurant - montego bay

Had the displeasure off speaking to the Ackee restaurant manager, Alton Salmon, to offer a compliment about one of his staff. I was met with such obfuscation akin to person disconnected with life. I worry had I wanted to make a compliant what the response would have been. I should add I had no reason 5 days into my stay to offer previously compliment or compliant. So would not to detract from the excellent job the other staff in front of house, housekeepingand and entertainment are doing.

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11:57 am EDT

RIU Hotels & Resorts customer service

Staying at Riu Antillas Aruba since May 17th. Room 1511 I complained soon after check-in about the moldy smell as soon as you exit the elevator and the concentrated moldy smell in the room. Complained that the floor was warped from apparent water damage. Complained everyday to the front desk and they said the manager is aware unfortunately we are booked entirely. We will get back with you on a resolution or accommodation. Not yet has anyone from management here called or otherwise contacted me to discuss my complaints.

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Lori Monksfield
, GB
May 31, 2018 10:08 am EDT
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Please update on above message

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Lori Monksfield
, GB
May 31, 2018 10:07 am EDT
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Good afternoon
We have to been to several of your hotels and have a loyalty card, but it would seem that one holiday you have only given us points for 1 week (on our booking TUK1N5F4, and you have only given us points for one person on some of the other stays.
My number is [protected] my name is John Bryan and my partner is Lori Monksfield
I would appreciate if you would update my points with the correct amount, so that I may be able to now collect the next card up.

my email address is lori.monks@googlemail.com

Please could you let me know asap, as we have another booking for September this year in Bulgaria, so would like a true update before we go there.

Thanks for your help
Best regards

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1:27 am EDT
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RIU Hotels & Resorts unethical behaviour at riu republica & riu palace macao casino

Hotel
RIU REPUBLICA, Punta Cana, Dominican Republic.
12 - 19 May 2018

The RIU REPUBLICA is advertised as an exclusive 5 star, all-inclusive adults only resort on the Sunwing website. The resort advertises the casino at their sister resort RIU Palace Macao (also advertised on the Sunwing website). The casino is listed on the RIU website and on all the resort pamphlets and offers coupons for the casino. A free bus runs from RIU REPUBLICA to RIU Palace Macao each evening and hotel staff advertise this in the lobby and personnel from the hotel are actively trying to solicit customers to go to the casino (please see pictures attached).

On Tuesday 15 May 2018 we entered the RIU Palace Macao Casino via bus from RIU REPUBLICA a young woman greeted us at the door and said that they had a "new" game in the casino and gave us each a "free" $20 chip to play the game. We told her we wanted to look around but she was insistent that we go with her. The dealer explained that the game was easy and if we began to play he would show us how to play. The dealer looked very menacing with cauliflower ears of MMA fighters and all the staff at the casino were looking at us and signaling to each other using hand gestures and whistles - we felt very unsafe. I played the game by throwing a cup full of seven red balls into a wooden wheel similar to roulette. As the balls dropped in to the various numbered holes the dealer would spin the wheel towards himself so that he could quickly count the total. The dealer quickly counts the numbers not giving you chance to count along, in the beginning of the game I was winning a large amount of the time according to the dealer. This is a key part of the scam.

The goal of the game is to accumulate 100 points to win the jackpot. I quickly accumulated 99 points. Now that I was only 1 point away, the only number totals I got were the ones that doubled the amount of the next bet and jackpot. At the last spin the jackpot had accumulated to $US408, 000 and each spin would cost $US10, 240. We had only gone to the casino with the intention of gambling a few hundred dollars so when our money ran out I was relieved as we would now be able to leave. However, they forced us to take a cash advance on our credit cards and started a tab; fearing for our safety we called our banks and cleared the amount, as there was no way we would be able to leave with our safety intact, especially as they knew our room number. The dealer then goes on to say that when we win the jackpot the bets would be subtracted from the winnings and not your card. The dealer sensed that we were feeling very uneasy about this and went on to that he has spoken to the house and as a courtesy they had agreed to roll back the jackpot to the last spin (jackpot $US 204, 000 / price per bet $US5, 120).

We ended up paying approximately $USD 17, 397 just to leave in one piece. We were then told we should come back the next day to continue playing the game as the casino closed just after midnight and we could not continue to play. He wrote down our numbers wrong which I corrected him on, he was lying all throughout the game.

Once we were safely away from the gangster ridden casino, I called the bank to tell them to dispute the charges, they said the payment would have to go through and then they would file a dispute form. I feared for our safety so had ask the bank to authorize the transactions in order to leave the establishment.

I went online and discovered how many people had experienced the same scam. I tried to contact the hotel manager of both the RIU REPULICA (I was told on several occasions that the manager who dealt with the casino complaints (Victor Castillo) was not on the premises - not one member of staff seemed surprised about I told then regarding the casino) and RIU Palace Macao by phone, but wasn't able to get through to management. We did not go back to the casino direct as they had all our personal information and room number etc. We were in an extremely vulnerable situation and I was worried about the repercussions of a direct confrontation especially as we didn't speak the language and we would be out numbered. If this was in Canada I would have called the police as this is not a legitimate gambling game/practice.

Respectable hoteliers should not allow this potentially dangerous and illegal conduct to take place in their establishments. This is a notorious scandal which has been going on for years. A reputable organization would not allow this to happen over and over.

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11:23 pm EDT
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RIU Hotels & Resorts riu ocho rios

Hi
I arrived at riu ocho Rios on Thursday 17th May to discover the hotel and all its grounds was non smoking. As a smoker this is an issue which would have stopped me booking to begin with. This is our 8th Riu holiday and I have never had this problem before, I thought this was a Jamaica thing till I discovered that no it wasn't. I don't smoke in my room, never have but I expect to be able to smoke on my balcony and any open area eg by the pool. My options here is by a bin out front of the hotel or on the beach at the back. The problem is that the beach is crawling with drug dealers in the evening, I have been offered drugs 6 times now on the beach in the evening and it's only Sunday, I'm a grandmother of 10, I don't want drugs, don't do drugs and all the info by the hotel stating there's plain clothes officers to stop this is quite frankly a joke, there's at least 6 people on the beach at any given time flashing lights / lighters as soon as I step onto the beach, approaching me to buy drugs, even a TUI trip to Taj Mahal shopping center had a worker at the purple bee offering me the ‘good smoke'
If RIU policy is now a no smoking hotel I will book with someone else, this is disgusting. I have travelled all over the world with TUI and RIU, staying in Dominican Republic, Morroco, Majorca, Tunisia and several more and never have I been sent to a bin in the car park or a beach full of drug dealers to have a legal smoke.
My husband and I and my parents have paid the best part of £6000 for this holiday and the way a ‘legal' smoker is treated is quite frankly disgusting. If this is now a RIu policy I will not be booking with you any more.
I complained to reception who said they would send security to the beach but I do not believe the hotel is so dense they don't believe they are there.
I have 10 days left of this holiday and if this was my first Riu holiday it would certainly be my last.

Please Email me at [protected]@hotmail.com with your response soon before I lodge a formal complaint with TUI and more importantly with every social media site I can find to let them know that anyone wanting to use legal drugs (tobacco ) are treated like dirt by RIU but illegal drugs seem to be ok.

I am rightly furious

Mrs Jennifer Bakermault

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4:38 pm EDT

RIU Hotels & Resorts customer service

To Whom it May Concern:

We just visited your resort from May 1 - May 8. We stayed in room 4057. We celebrated our 10 year anniversary with a vow renewal on the beach on May 3. (Stephanie was great and extremely punctual.)

I normally do not send complaint emails but there were a few things that happened that I feel were extremely disturbing.

1. There was a guest at the pool that MANY people were complaining about. He was going through peoples pool bags, which was told to several of the staff and nothing was done. Then he started pushing children (including ours) off their pool floats. Again, we reported it and nothing was done. He then started pulling towels off guests. Eventually one of the pool staff finally asked him to stop but that was the extent of it and he still didn't leave. His friends finally got him to leave the pool. All of this lasted about 2 full hours.

2. On May 7 around 21:30 my son knelt down on a piece of glass in the sports bar. He had blood from his knee to his ankle, lots of it. I ran to the front desk to get a first aid kit and ask for a nurse or medic. I was told I would have to pay for anyone to see him. I kept asking for a first aid kit to at least stop the bleeding. They kept telling me the pool staff was gone for the day and they couldn't help me. At this point my son was literally on the front desk bleeding everywhere. They didn't offer me even a towel or napkin to stop the blood flow. My husband ran to a gift shop and got a couple of things there that cost $35. At this point (it was probably 30 mins after my initial visit to the front desk) a manager came with iodine, gauze and bandaids. If I was offered this to begin with, I might not be writing you this email. It honestly is ridiculous that there were no first aid kids of any sort. An incident report was supposedly made on this issue but I wasn't allowed to have a copy of it. My son can't be the only person to have gotten hurt at your resort, there needs to be some type of procedure for these issues. We went straight to a doctor upon arriving home where his knee was cleaned and glued shut. He is also on antibiotics for possible infection.

We did have a couple more minor issues but again I normally wouldn't complain about them, so I'll let those things go.

I truly hope you stock first aid kits around your resort (one behind each bar, front desk, pool etc.) so when another person gets injured, they will feel comforted that RIU cares about their guests. First aid kits aren't expensive and are extremely necessary.

Sincerely,

Jessica Hubert

[protected]@gmail.com

[protected]

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8:50 am EDT

RIU Hotels & Resorts riu palace tropical bay

I had submitted a complaint back in June 2014 and apparently was issued a Voucher. I have not received the Voucher and Submitted a complaint to receive the voucher that was issued and a Representative by the name of Francesca Pinder sent an email that the matter was closed in 2015. I was unaware that this matter was closed and I have not received the voucher that was issued. All information is attached,

My name is Maria Cugliari and my husband's name is Michael Lotfy. We have stayed at the RIU Palace Tropical Bay on June 18th -25th, 2014. This is our 3rd RIU Resort that we have stayed at and I must say that the RIU Palace Tropical Bay was the worst! Normally when a customer is dissatisfied, you make it a point to accommodate them but in this case, no one cared!

I firmly believe you need to re-train your employees on Customer Service! They apparently need to be re-educated. Obviously they lack education! This is not the way you treat your customers. Horrible service!

We booked for our wedding which took place on the 21st of June, 2014. We had a total of 25 guests that booked at your Resort for our Wedding. I am writing to let you know that we are very disappointed with our stay at the RIU Palace Tropical Bay.

First: Check-In (June 18th, 2014)

I was guaranteed that all my guests, which were our families and friends, would be staying at the same building so that we could all be together. The rooms were all over the place! When we tried to discuss this with the representative it seemed that she was not very interested and would not even attempt to help. Such a disappointment! We were all tired from the flight and did not want to argue.

Second: Renova Spa Manicure/Pedicure (June 20th, 2014) - Hair & Make-up (June 21st, 2014)

The manicures and pedicures are a complete rip-off. The nail polish kept on peeling. It was not worth the amount of money spent!

My Mother (Mafalda Iuliano) had done her hair and make-up on the 21st of June. I must tell you that she was very dissatisfied with the hairstyle. She ended up fixing it herself and the hairstylist did not even attempt to help her and she ended up taking the tip even though she did nothing. I paid $240.00 for the entire service but I feel that it was a rip-off due to the attitude from the hairstylist. HORRIBLE!

Third: Wedding Dinner Reception - Steakhouse (June 21st, 2014) 6:30pm

The Steakhouse Menu specifically states lobster but apparently it was unavailable and they substituted with shrimp. My guests were very disappointed and mislead!

The lights kept going on and off in the restaurant making it very uncomfortable for my guests as they were all eating. It went off and on 5 TIMES! What the HELL! Shouldn't there be some sort of back-up generators for those types of incidences!

HUGE DISAPPOINTMENT FOR MY WEDDING DINNER!

Fourth: Jacuzzi bath tub not working (June 23rd, 2014)

At this point, my husband and I have had ENOUGH! The tub jets were not working. For the amount of money we had paid for this suite (1106), it was so not worth it! The technician couldn't even fix it. Why do you have a technician that doesn't know how to fix a bath tub with jets! The only option Miriam gave us is to move to another room 1 day before we leave! How disgusting is that! So inconvenient! My husband and I are so unhappy with this resort!

Fifth: Tipping

I am all for tipping. But I do not tolerate greed! Unfortunately, the service was disgusting and I still tipped them. The staff members are miserable. I wasn't the first to notice. Many others have made the same comments. The staff members don't like to smile at all! What the hell! Do they hate their job that much! WOW, who is the hiring Manager and why doesn't he or she do anything about it!

Sixth: Arrival in Toronto, Canada (June 25th, 2014)

My husband and I checked out at 5:30am and arrived at home late afternoon. My husband suddenly realized that he had left his IPOD in the room in Jamaica. I called right away and asked for Miriam, I explained the situation to her and the representative said that Miriam wasn't in and said that the room was already taken by other guests and to send an email with my request! I was livid at this point. I tried calling again asking for Miriam and I got a gentleman on the phone that completely brushed me off and said to email my request! The IPOD has obviously been taken at that point by either the cleaners or someone else! Disgusting Service! NO ONE TOOK THE TIME FOR US!

We chose this resort for our wedding on the 21st of June and had 25 guests that attended. I failed to do my research on Trip Advisor and now I know why the Resort is losing business. There are so many bad reviews on Trip Advisor. I had an amazing experience at the RIU Palace Aruba and Riu Palace Bavaro. I cannot say the same for the RIU Palace Tropical Bay. The management need to re-think their hiring techniques. Hire people with professional demeanour, motivated, positive attitude and sincerity.

We are completely disgusted with this resort!

I do hope that this email reaches the appropriate person. I will comment on Trip Advisor on the Staff, Management and Renova Spa staff and services! I guess it will add to the rest of the bad reviews!

Maria Cugliari-Lotfy

Michael Lotfy

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5:35 pm EDT
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RIU Hotels & Resorts riu plaza, times square, new york city, usa

We stayed in the Riu Plaza on Times Square from 19th April to the 22nd April 2018 inclusive. We stayed in room 2822. On checking out we left behind two bottles of gents aftershave in error. The first was a brand new bottle of Yves Sant Laurent which I bought for my husband at the airport on our way to New York, the second bottle was Bvlgari aftershave which was 3/4 full. After checking out of the hotel on Sunday the 22nd April my husband discovered we had left the aftershave bottles in the bathroom in error. He tried to contact the hotel to arrange to have them collected as he was staying on in the USA on business for another few days. He eventually had to send an email to the hotel as he could not get through on the phone and the response from the hotel just said no, nothing was found. I could understand if they were half empty bottles of toiletries that were left behind and were disposed of, but these were expensive bottles of aftershave, one of which was not even opened, clearly left behind in error. I feel very annoyed that the bottles were obviously taken by one of your staff members and we just have to accept that nothing was found! Very dissapointing ending to a great weekend in New York. I would have to think twice before I would recommend this hotel to anyone in light of our experience.

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11:22 am EDT

RIU Hotels & Resorts riu sri lanka

Date: 28th to 29th April
Class number [protected]

Poor service, not organized at all, (At Entrance, at main Restructure )
local staff not friendly at all. Hotel do not serve fresh juices and milk shakes even though you are willing to pay!

Even though they say 24hrs snacks its basically limited to non buffet times and all snacks even french fries are pre-cooked and you have to walk to the end of the hotel to get the snacks!(It's only serve at snake bar near the main restaurant)

at our arrival staff help us to get down the luggage's from the vehicle, but at departure no support at all.

Earlier, Hotel severed fresh juices and snacks in all the bars, now they don't only liquor, cocktails & mocktails (when the hotel is launched in Sri Lanka)

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2:35 pm EDT
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RIU Hotels & Resorts hotel, service, and stay

Afternoon,

My husband and I stayed at RIU Montego Bay April 12-19 and although this has been our number one option for our anniversary every year I am sad to say we will not be returning next year or probably ever. We went to check in and waited some time and finally got up there and to check in. We asked about upgrading deal as this was our anniversary and we come to RIU every year. I was not expecting anything free but was told that since we come here yearly this is nothing to offer us...so where is the loyalty? Then we get our room which 2 lights didn't work, the air conditioning cover was busted and off, the bed spread was ripped, toilet leaked. Through out the stay food was cold and terrible. Buffett people sat waiting for empty pans to be stocked up. Lunch was a little better. The resort is usually well maintained and clean not this trip...bathrooms stunk like feces from unflushed toilets and toilet paper laying all over. In the morning hours lights in bathroom by pool area never turned on so people propped the door open. The air dryer did not work for your hands. Pool bar should open sooner than 10am going all the way upstairs to the sports bar and carrying drinks is terrible. Outside vendors are not allowed in at night to sell items which I'm sorry this was always a really nice gesture for guests. The gift shop did not offer things vendors did. The place needed repairs everywhere from broken chairs to garbage on beach it judt looked not like The RIU we are use to. We work very hard at saving money for our anniversary trip and this time I was completely turned off by the RIU and it's overall appearance, customer service, loyalty, and lack of appreciation. To you bring a big chain but to my husband and I it's our 1 trip we work hard for.

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Nanduca
, PT
Jun 23, 2018 3:44 pm EDT
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Hi there.
Can anyone provide me the e-mail of RIU headquarters ?
Thank you in advance

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3:19 pm EDT
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RIU Hotels & Resorts expedia reimbursement refusal representing riu palace

RUI
I am writing to your for assistance in my reimbursement matter with Expedia. Case No. E-[protected]. They told me that (you) RUI refuse to pay. This is Wrong. Please Help Me. We need our money back.

Please read my April 23, 2018 response letter below to Expedia. I am trying unsuccessfully to resolve this issue.

Dear Expedia
Shrika, Cryslene and Jay

Thank you for all of your help in this matter. However, your response is Not Acceptable for us. Maybe we did not make ourselves clear about this Reimbursement.

Based upon our belief and knowledge expedia owes us a Reimbursement NOT RIU Enterprises.

Attached to this email are several documents:

1. CHASE Statement showing full payment of $3, 801.79 to Expedia on June 6, 2017 - the Reservation.

2. A copy of our printout of Expedia's Written Promise that said "Our Chosen" Reservation for the RIU Palace/Adults ONLY (Junior Suite, Jetted Tub, Ocean View) was expected upon DELIVERY OF PAYMENT;

3. Copy of our RIU Montego Receipt — (Expedia's Egregious Mix up — wrong hotel but they had us listed on their reservation log. (Same Specification, Junior Suite, Jetted Tub, Oceanview). How were we not going to pay — we had to have somewhere to stay for a week.

4. RIU Montego Bay Reimbursement No Penalty Apology Receipt — (after telling us and showing us on their computer for 2 1/2 hours that we only had reservation at their Montego Bay dwelling (with Family/Kids.) Really, that "there was no reservation of any kind at the palace." They even tried calming me down by placing a call to the Palace to find if there was any availability there. "None" The Supervisor said. (Expedia) You people can not even imagine how distraught I was, miserable is a better word, to have to stay at a place where you don't want to be and even worse a place where you didn't choose or pay to be there. When we got to our room I needed to hear the Palace tell me no availability for myself. So, I called them. 3 Times I was disconnected. But the forth time the Palace desk told me they had Six (6) Garden Rooms and one (1) Courtyard Room. I started screaming of happiness. The Palace check in person said he could not take reservation over the phone but he could take walk ins. "Please, please, I said help me. It is my anniversary and i'm trying to work something out.

5. A copy of our RIU Palace receipt. Moneys we paid to secure this reservation because of your error.

Because again, I was absolutely miserable) — I said to my husband "how could expedia screw up on this — it was our 30th wedding anniversary. I secured this reservation in June 2017. To add Insult to injury every trip i take i always printout my itinerary, but because of our history with using Expedia they have never failed me, plus my iphone (but my iphone was not populating my emails). It ONLY showed me for some reason [protected] emails — "my Goodness". Therefore I could not show any proof of my reservation.

I was a woman on the edge. I was feeling like I was the one crazy. Expedia might said why didn't I call them. But, I wanted to be 100% accurate that this wasn't my mistake sure before I called. "because people do make mistakes."

Again, this is not what Expedia promised us in writing. This promise was not delivered. It is Expedia's Responsibility. NOT RUI. So don't tell me that RUI can not reimburse us.

Where is "good faith" when businesses make promises and don't honor that promise. Everybody makes mistakes

Expedia you screwed up our 30 Year Anniversary Reservation with unnecessary stress and now you will not even own up to it by reimbursing us.

Even when we were able to reserve a Room at the Palace (which by the way was Wonderful), it was NOT an Ocean view Room something that we paid you for.

Footnote: I am the type of person that dot all i's and crosses all "t's" on everything that I do. On several occasions I had even spoken with RIU Palace "I thought". My coworkers were kidding me about calling and checking/updating my specification with this reservation. I responded "this is my 30th Wedding Anniversary, I want everything right."
Constance Walker
[protected]

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RIU Hotels & Resorts In-depth Review

Overview: RIU Hotels & Resorts is a renowned hospitality company that offers a wide range of accommodation options across various destinations. With a rich history and background, RIU has established itself as a trusted brand in the industry. Currently, the company owns a significant number of hotels and resorts, providing guests with ample choices for their stay.

Accommodation: RIU Hotels & Resorts caters to different preferences and budgets, offering luxury hotels and all-inclusive resorts. The rooms are known for their quality and cleanliness, ensuring a comfortable stay for guests. Each room is equipped with amenities and facilities such as Wi-Fi, minibar, and room service, enhancing the overall experience.

Location: RIU hotels and resorts are strategically located in various geographic locations, providing guests with diverse options for their stay. These properties are often in proximity to popular tourist attractions and amenities, allowing guests to easily explore the surroundings. Additionally, accessibility and transportation options to and from the properties are convenient, ensuring a hassle-free experience.

Customer Service: The staff at RIU Hotels & Resorts are known for their friendliness and professionalism. They are responsive to customer inquiries and requests, ensuring that guests' needs are met promptly. The check-in and check-out processes are efficient, allowing guests to have a seamless experience during their stay.

Dining and Cuisine: RIU Hotels & Resorts offer a variety of dining options on-site, ensuring that guests have a wide selection to choose from. The quality of the food is commendable, and the all-inclusive packages provide value for money. The company also accommodates special dietary requirements, ensuring that all guests can enjoy their dining experience.

Activities and Entertainment: Guests at RIU Hotels & Resorts can enjoy a range of activities and entertainment options provided by the hotel or resort. The facilities, including pools, fitness centers, and spas, are of high quality, allowing guests to relax and rejuvenate. Additionally, the availability of organized excursions and tours adds to the overall experience.

Value for Money: RIU Hotels & Resorts offer competitive pricing for their accommodations and packages. The prices often include additional services and amenities, providing guests with excellent value for their money. When compared to competitors, RIU stands out in terms of pricing and overall value.

Sustainability and Environmental Initiatives: RIU Hotels & Resorts are committed to sustainability and environmental responsibility. The company actively takes measures to reduce waste, conserve energy, and support local communities. Their efforts have been recognized through certifications and awards received for their eco-friendly practices.

Reviews and Ratings: RIU Hotels & Resorts have received positive reviews and ratings from various sources. Guests have praised the company for its exceptional service and amenities. While there may be some negative feedback, RIU's ratings are generally in line with industry standards and often surpass those of competitors.

Booking and Reservation Process: Booking through the RIU website or other platforms is a seamless process, ensuring ease for guests. The information provided during the reservation process is clear and comprehensive, allowing guests to make informed decisions. The cancellation and refund policies are flexible and transparent, providing guests with peace of mind.

Safety and Security: RIU Hotels & Resorts prioritize guest safety and security. The properties have measures in place, including the presence of security personnel and surveillance systems. Additionally, emergency response protocols are established to ensure the well-being of guests.

Corporate Social Responsibility: RIU Hotels & Resorts actively engage in social and community initiatives. The company supports local charities and organizations, contributing to the betterment of the communities they operate in. RIU maintains transparency in reporting their CSR activities, showcasing their commitment to making a positive impact.

Conclusion: RIU Hotels & Resorts is a reputable hospitality company that offers a diverse range of accommodation options across various destinations. With their commitment to customer satisfaction, high-quality amenities, and competitive pricing, RIU is an excellent choice for travelers seeking a comfortable and enjoyable stay. The company's dedication to sustainability and corporate social responsibility further adds to their appeal. While there may be areas for improvement, RIU's strengths outweigh any minor shortcomings. Whether for leisure or business travel, RIU Hotels & Resorts is a reliable choice for a memorable experience.

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Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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