RIU Hotels & Resorts

I'm currently staying at the Riu Palace in Negril. My Gucci sunglasses and case we're stolen out my room. I notified management, and they informed me that they would investigate. I had to continuously call back to check the status. I had the do not disturb sign on the door. It's sad that you don't pay your workers enough and they resort to stealing. I will never visit a Riu again.

6 days into our 2 week holiday, I went to the safe yesterday. It wasn't a very nice day so I thought I would change some money to go in2 Caribbean street. On opening the safe I noticed that my cards from inside of my purse wer scattered round the safe then when I went to get the money out of my purse there wasn't 1 note left. We informed the manager & the tui rep . After checking again I realised my capital one credit card has gone also. We stay at your hotels quite often & nothing like this has happened to us before, apart from in the caribe at Mexico when we had dollars taken from our drawer but we should of had them in the safe . As it stands we don't even have the 40$ to get out of the country. I would appreciate it if you could give this your immediate attention. Ian & Tracey Sankey riuclass no :-[protected]

I came to RIU Merengue for a vacation in Puerto Plata, Dominican Republic on October 17th with Sunwing Vacations whom the package was purchased from. I was perfectly healthy and unsick upon arriving. On Monday evening I started losing my appetite and woke up in the middle of the night with a high fever, pounding headache and cough and had for duration of Tuesday and Wednesday I had blisters show up on hands and feet. I went to see the doctor on Thursday who said it was a bacteria infection and gave medicine to me to start getting better. Friday I returned to him to claim the blisters hurt and are itchy and he said I have a virus called coxsackie which is hands feet mouth disease and gave me a different medication to take and I purchased calamina lotion to help it go away. I got a call today from the hotel manager saying that I am not allowed to leave my room and blaming me for coming to the resort sick while this happened on the resort as I was healthy when I arrived. This is discrimination against a paying customer and forcing them against their own will to stay in the room and not even hearing me out or giving compensation as it is the resorts fault I got sick. It is unacceptable the way I am being treated by hotel management and i will never be coming back to this [censor] resort and I will make sure they lose clients and make everyone aware about how they treat customers and I will be demanding a full refund for the vacation.

Ref - RNT2BDFK - I booked a holiday through RIU and they proceeded to send confidential information to 200 email address which committed the offence of sharing personal data without authorization.
They admitted to this and agreed to paid 10% against our holiday since them agreeing this i haven't been able to have any contact from anybody advising how this 10% will be credited back to me.
I have been back off holiday now two weeks and all my emails go answered and all calls to departments within RIU advise they don't know what department i am referring to.
I have an email from 19th September advising that i will receive 10% credit off my holiday cost and no response since then. Due to the length of time as well as distress this has caused me i want further compensation as my email address was hacked after they shared it and emails were sent out as if from me which they were not.
I request contact from RIU and compensation paid of 50% to compensate for the time and distress this has caused me.

I had a necklace stolen from my room in Marrakesh last week, I have tried numerous times to contact the hotel and have been told I will be contacted immediately, this has not happened! I am very shocked that a member of your staff is still employed at the Riu Tikida Palmeraie Hotel and this has put me off ever booking a holiday with your company again. I have stayed at much cheaper hotels be the housekeeping staff have never touched any of my belongings.
I am extremely distressed that that has happened as my necklace was a gift. I will not let the matter drop.

Order number [protected]. I booked a holiday in May this year where we had a lovely time in the Riu Nautilus, the reservation number was WRC04T1Y.
I booked the hotel through top cash back and was due back £73.81 and have today been advised by top cash back that Riu will not payout! To say I am extremely annoyed and disappointed is an understatement, I even joined the Riu club because I was so impressed with the hotel and have been looking at other hotels. This is a lot of money to lose out on and I would appreciated it if someone could look into, thanks Irene Sangster

I've just had £2000 charged to my credit card for a holiday at the Riu Vista Mar later this month that Riu cancelled because the Vista Mar was not refurbished in time. I've told Riu back in July that the alternative was no good and again last week and they have still charged me for the full holiday. They wouldn't refund me for the flight taxes that I lost as a result of their hotel not being available, so I'm out of pocket anyway. It is a terrible experience and now I'm wasting time trying to resolve it.
I'm never staying at a Riu hotel again - I'll take my custom elsewhere.
Booking reference WRC03W14
regards
David W.

We are now former Riu customers for 27.50$. We stayed at the Riu Plaza in Panama on Sept 1st and we made a mistake on the reservation, we indicated only one person, while in fact we were a couple (2 persons). Because of that we were charged 27.50$ more for the extra person. However, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. When we were there, we were on our way for 2 weeks at the Riu Palace Aruba, we did not have time to argue and paid the extra charge. When we got back, I sent a note to customer service and was lied to! The first response I got was that because we were 2 they needed to change our room and the new room was more expensive. We had booked a deluxe double room, it fits 2 persons of course so it was obviously not true that they had to change the room. We did not ask to change and we were not offered to change. Not being satisfied with this reply, basically a lie, I wrote another email and this time the reason I was given is that the 27.50$ charge was for a "night pass" for the second guest to enjoy the facilities. Well this is another big lie because as I've mentionned earlier, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. There's not night pass, and no breakfast included. The only thing I ask of you is that you talk to your customer reps and make sure they are honest with customers. It's totally unbelievable that they would tell things to a customer that the customer can see is a lie. This is very very poor customer service. Because of this you have lost 2 very good customers, we have been to Riu in Mexico several times, Riu in Jamaica, Aruba and Panama of course and we were going to NYC this week end, I've now cancelled this booking and we were planning to go to Los Cabos this winter, we will go but sadly not at Riu. If you want to see how much we liked Riu, go see the last post I've left on Trip Advisor.

https://www.tripadvisor.com/ShowUserReviews-g147249-d151277-r529705100-Hotel_Riu_Palace_Aruba-Palm_Eagle_Beach_Aruba.html

16/09/17---1/10/17 REF 4462255, Hi i have just got back from a two week honeymoon to mexico. to which i was very disappointed, we up graded our seats to premium and was unable to use the VIP lounge in mexico when we had paid for it!also the hotel flooded every time it rainned, the entertainment room roof fell in, there were towels, buckets everywhere all over the hotel!and to top it of we were hoping to get a up grade as we were on honeymoon but we understood the hotel was full, we asked on our second week if there was any chance we could get an upgrade the said no the next morning we had a note under the door to say we had been given a free upgrade to which we were really happy so we had to be out of the room by 11am and could go to our new room at 3pm, when we got to reception at 3 to get our key to our new room we had only been moved to the 8th floor SAME room!we wernt expecting that as we would of stayed where we were instead of spends a hour re packing our suit cases, this was ment to be our honeymoon to which we had saved hard for, im real unhappy with all of this and i hope to hear back jo

Dear Sonia
It is with huge regret that I find myself in a position where I am having to escalate an incident @ the Riu ochi Jamaica resort that I frequent.
On Friday 22nd sept at @18:15pm after returning from the beach items of clothing namely a bra, vest top and bikini bottoms were placed on the hanging rail provided on the balcony, only to find the next day that these items had been defaced by ongoing works on the resort.
Although a sign is displayed on the ground floor level of each lift notifying guests of work being carried out between 9am-17pm there is no disclaimer stating that your property is at risk of damage due to these works especially out of the time stipulated!
The fact that the items were place in this area after the time stated therefore leaves the hotel liable for this damage at a value of £68 to replace.
Housekeeping had tried to clean the items to no avail and as much as this was appreciated it's far from a resolution.
I look forward to a very swift 24 hour resolution to this matter as I leave the resort on 26th September and do not wish to have to deal with this matter when I return to the UK and resume normal daily activities.

Yours faithfully
Rebecca Gentles

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My husband and I are staying at the Riu palace punta cana. As I am writing this there is a cockroach making it's rounds along the bar top at which I am sitting. Not to mention the 3 I had to kill in my room last night. I am aware that there may be pests by a beach but to know that they are on and around the food that is being served makes me gag. I had a wonderful time at the Riu palace Aruba last year no complaints but you pay for what you get. I am really disappointed by my experience here. As soon as I walked into my room there was an overwhelming smell of mold accompanied by spots of black mold on the walls all over. I tried to call room service last night only to find the phone does not work and the jack doesn't even have power. I have been looking forward to eating at Yokohama for 2 days and guess what? IT'S CLOSED. The icing on the cake is that my poor husband is stuck in our room with food poisoning from the Italian restaurant we ate at last night because Yokohama was closed. We had to cancel our excursion for today because he is so sick. I am one pissed off puppy. Aside from all the negative aspects I will say that I do love the beach and pool and the workers are outstanding. I met up with an employee names Wilson who has been going out of his way to make my husband and I happy and the entertainment crew is a lot of fun. The food and the room meh...

Well this is the most [censor]Tiest riu ever, spoken to several people who got a food possioning here. When I went to dinner at las dunas a girl fainted and rolled over in her own vomit, I asked for a wet towel but the staff here didnt get us one. I needed to go to reception to complain and get a wet towel, by the time I got back the girl was gone and nobody could tell me where she was and of she was okay. The staff "mileiza" (a girl who works here but doesnt give a [censor]) told me she doesnt know where the girl is, when I asked here how come she doesnt knows and if she doesnt concerne about here guest she responded "I work for the money". Im so disgusted by this hotel and riu is a done case for me. Later on when I went to the buffet I could see a possible reason why the girl was sick, it was full of buggs. Ive been to lotw of riu hotels but this one is a nightmare, I wouldnt reccomend it to my worst enemy.

Currently on vacation at Riu Sri Lanka and after returning from our day out received a call from our Tour Company informing us that our fantastic tour guide had been attacked outside the hotel-barrier gates and badly injured by the local guys that hang around on the beach and quite frankly are an absolute nuisance. They spend the day harassing you to the point where you can't even enjoy sitting peacefully on your balcony watching the ocean. I am absolutely disgusted that security stood and watched and did nothing to help...

I would like to make a complaint regarding my experience with my overall holiday,

On arrival to the hotel i was shocked to see so many cats around the hotel( around 30 to 40), they were all over the complex and even in the canteens and restaurants, they were sat on the chairs and there were cat hairs everywhere, surely this is not hygienic, not only am i allergic to cat / dog hair which makes my eyes very soar, but the hotel seem to cater for cats as we did notice cat cafes all around the hotel, I was very disappointed, surely this should be stated on the holiday booking page,

Look forward to your reply

Thanks
Darren

On the 24th of September sunday morning at the riu ocho rios Jamaica I found a cock roach running through my hand luggage as well as on the towels in the bathroom. I made a formal complaint to the front desk and little to no attention was given to this, they didn't change my towels or show any form of urgency or concern to this matter. This is go against health and safety rules and regulations in a 5 star hotel that such an unclean insect should be in a hotel room. Worse running all over my clothes in my hand luggage.
I would need compensation for this because the lack of customer care service is very disappointing and poor sanctions I will be leaving the hotel today I will like a prompt and favourable response from the hotel

Regards
Deane

Hi arrived at riu karamboa 14t sept 2017 for 2 weeks...

Its rated a 5 star but closer to 3 im all honest. Its not the first time ive stayed at riu..

Firstly we took our 9 month old baby so we intented using the childrens area where its quieter.
So we arrived the complex is massive and everything is a long walk,
Sowe went the childrens area and got all.stuff out. Toys. Boats u name it.. we wnted baby have a great time.. we soon realised there was no toilet area outside for children or parents to use. There is a mini club there with toilet and water drinks inside but the opening hours are very limited.
We soon realised there was no drinking facilites at childrens area.. now.i needed see someone.. so i wemt to our thomson reps who were shocked by the outcome amd didnt realise that was the case.. so they assured me they would speak to management at riu.
Later than evening i spoke with reps who looked a little red faced.. they apologised and said they speaking with riu but they were not interested and were understaffed etc..
I was shocked at that and i must admit i didnt quite believe it.
So the next opportunity i got i sat by the reception and waited for manager at riu..
I waited patiently for management and soon one arrived..and asked for answers as to why he was not interested.. he said thomsons had not made him aware and he will sort issue out immediantly.. and make sure kids and parents have facilities open all day.

I came away happy and told me wife and all the young familys around tbe childrens area the situation.

However roll forward 24 hours and the situation was the same
So this time i went upto reception and requested a manager who i spoken with previously his name was Judn ddniel. I know this as i asked him to write it down on paper.
I aske him again. But this time he became infuriated and tried telling me he was understaffed and had other areas of concern.
Surely children need drinks facilities amd toilets in place. I asked to see his manager. He bacame short fused and began to walk away. I said. Im.a paying guest and i hae health and safety co cerns for children in that area. He shrugged his shoulders and said u can usethe restaurant at the pool side or the reception for toilets. I said.. its 5 mins walk with baby. I have pack.all equipment away and put shoes on etc.. and tshirts for restaurant.

The air conditioning also didnt work until last night.. so we had 8 nights of torture.. red hot. To the stage where baby had to be showered every night at 1am awhen waking up hot.

Recption promised me the issue had been resolved.. but eerynight was same.. half te hotel were complaining.. and eventually t was sorted.

There is no.where near enough beds around normal pool an alot are broken too.

I will say the staff were fantastic though apart from the manager who i dealt with.

Look forward to your reply
.

Me and my partner checked in the RIU, Ochi rios Jamaica, on the 8/09/2017. We checked in at 1.30pm (I understand that check in is normally expected to be 3 pm) However we was told that the room is not yet cleaned so we can hang out till 2.30pm. At 2.35pm we was then told by front desk that the room is still not clean so to wait till 3pm. We re tried again at 3 we was then told 3.30pm. we re-tried again at 3.30, the room still not clean. By this time I had stressed that we have had a very long journey and that we are tired. So they allocated us to a different room, after asking for a king size bed, they joined 2 beds together and gave us a brick wall balcony so when you sit down you can't see anything but a brick wall, the room stunk frowsy like someone had left wet clothes in there for a week. So again we had to go all the way back down to the front desk, they gave us another room, after waiting ages again, but they never listened because we got another brick wall. No Riu class gifts like we usually get, oh sorry they said we had been given a gift for an apology, yet these were standard gifts we should have got anyway for being Riu class members... yet I had to ask them for these. Then I went to purchase some stuff from the gift shop which came up to $12, 96 I was asked if I wanted to contribute $1 towards their charity. I said No thank you, upon entering my card into the machine the lady typed in $13, 00... I asked her how much did she say the food came too, she said $13, 00 mam, so I said ok... when I got my receipt she had taken 4p under the title of charity... after I said no thanks? ok 4p is nothing really but that's not the point, how many others is this happening to and how much more is she taking when people say no... I was fuming, but as my partner said, you could spend half or nearly all your time complaining and get no holiday because it's too time consuming to deal with these matters. But all in all that's theft. Then on the beach you have people approaching you to sell weed, so there again your safety is compromised, no security in sight, these people are standing openly on the sand and it feels very uncomfortable because sometimes they just stand and stare you out . Someone must know this is happening because there's about 4/5 people selling, yet they tell you not to smoke it on the hotel premises. After this is the 8th time at the Riu, I will not be investing into this place again, it reminds me of Jamaica grand before it was closed down. So glad my partner had a car so we could venture out.

To whom it may concern:

This is a written explanation and complain directed to a RIU resorts Management.
.

On January 1st, 2017, I was residing in RIU Palace Peninsula in Cancun, Mexico. After
A sea food dinner, I started to have very bad cramps in my stomach. Around 2;00AM I have
started to vomit and the cramps intensified to the point that we decided to call for a Hotel doctor.
I need to mention that we had very early flight back to USA (6;35AM). The doctor came after about
40 minutes and applied several treatments that eventually stopped the vomiting and reduced my
temperature. I was able to function well enough to get to the airport and proceed with my return home. However, for next couple of days I have felt very weak. Also, I want to mention the fact that this Doctor took “by accident” my passport with her. It caused tremendous amount of frustration, nerve racking last minute situation before our flight back to the States.
This was my 4-th stay in one of your resorts. I was impressed by the service, by the elegant look and everything that used to make my vacation very pleasant in your resorts until that particular night. The service desk people were not too helpful and they totally ignored the fact that my passport was basically “stolen”. Also, for my husband remark that I got the food poison at the resort their respond was very unacceptable. They said that I had to have too much to drink. I might add that I don’t drink alcohol for the past 12 years and definitely that was not the case.
In general, I was very unhappy with the departure from RIU Peninsula in Cancun and promised myself that I would never return to any of your resorts. However, I decided to give RIU one more chance to reestablish the great opinion that I once had about your resorts and I am going to return to one your resorts in Riviera Maya. I am taking several friends with us this coming winter. We booked the vacation for 7 people in January 2018 starting 01/07/2018 and lasting until 01/15/2018 in RIU Tequila. I hope, I will be able to enjoy my stay along with my friends as much as we used to in the past.
Thank you for your cooperation and consideration

Sincerely
Margaret and Slawomir Zdzieszynski

A few months ago I made reservations at the RIU Santa Fe in Cabo San Lucas, Mexico, for the week of September 9th thru the 16th for myself, wife, daughter and son-in-law. Upon arriving at the RIU Santa Fe we found the resort buried in mud due to hurricane Lydia. Our driver called and was instructed to drop us off at the RIU Palace next door. We walked in the lobby only to find that this resort was also closed. After talking to a clerk at the front desk, we were told that we would be relocated to a different resort, the Royal Solaris. I asked about transportation and was told that we would have to pay for a cab to get over there. My first complaint is that the RIU did not notify me that the resort was closed. I was in the reservation system with all of my contact information so THERE IS NO EXCUSE FOR NOT BEING NOTIFIED.
My next complaint is in regard to the 2nd class resort where we were relocated. Ocean swimming / water activity is prohibited due to the ocean conditions year round at this location. Food services were inadequate especially with one of the specialty restaurants being closed the length of our stay. Three of the six days we were there (we only stayed 6 nights) we had to call repeatedly to get our room cleaned. We attempted a tour booked through the Royal Solaris and it too was for the most part a disaster. Tour staff were rude. While the management of this resort is not the responsibility of RIU, putting us up in this 2nd class resort was the responsibility of RIU.
We were told that the RIU Palace reopened so a part of our vacation could have been salvaged but when I called the RIU Palace to ask about moving back they said they didn’t know how to do that. Yet other guests at the Royal Solaris advised us that they were moving back.
We have stayed at RIU facilities in our past travels numerous times. We stay at RIU because we expect a higher level of quality and services. I expect to be compensated for this travesty. If you want to keep me as a customer, please provide me with feedback to this letter.

just come back from 2 weeks at cabo verde palace sal. All i can say is thank god i have experianced having stayed in spain and the carribean in your hotels as if this was my first time i would never return.The staff are rude you have the odd good ones julieanna in resturant lovely and the pool towel guys who take some stick.The maid was dirty and our room was not cleaned as it should have been or the mini bar filled up every two days i had to ask on day three as we had no refreshments in our room.Towels placef om sun lounges at 5am but not used until after lunch.Food chicken and fish raw resturant manager acknowledged it tock lur toom numbers to leave us something in our rooms for bringing it to his attention never got anything at all so poor customer service.Drinks watered down with water at pool bar witnessed by ourselves to make it go further merengue cocktail.Sickness and diarrhea epidemic 9 out of every 10 people we spoke to sick for up to 9 days and going home ill needing tests but no one at the hotel or tour company or reps said anything it was word of mouth and seeing it with our own eyes.When leaveing to go home rooms being fumigated beforr others went it and to kill the cock roachers mosquitos and over run by flies. The hotel needs closeing down and deep cleaned to stop the epidemic before it turns nasty. The staff need to learn how to talk and treat customers and come up to scratch with the riu name. Touareg in boa vista could teach them as this hotel was excellant all the staff the grounds men maids the food entertainment staff brilliant
I feel very let down by riu that this hotel has not been addressed at all as i am sure others have raised the same serious complaints.This hotel spoilt my holiday and my faith in the riu chain ? if i will ever book again with you so sad 😔