RIU Hotels & Resorts
reviews and complaints

we booked a package deal for 5 days and only recieved 4 because the airport was

under construction. we were offered no type of refund and were treated very rudely by the manager working who scuffed in my face rolled her eyes and told me she wasn’t helping. we spent the whole trip stressed out. we only each get one week per year to vacation so it really got ruined.

My name is retired SGT. Kabir Halim me and my girlfriend took a trip to your resort. Our floor was repetitively wet we complained three times and the service people came and fixed the situation. The problem was still happening i slipped and cracked my tooth and was temporarily unconscious. I am retired because of a head injury due to my time in service, knowing this any injuries to the head aren't good. I had a great time at the resort minus this injury.

Hello, I would like to make a complaint about your hotel and the service from your team who organise the transfers to and from the airport.

Myself and my family arrived on Monday 7th august and were seriosuly jet lagged, I managed to keep the kids awake until evening and we all went to bed so we could sleep through

At 9am the next morning my room phone kept calling and when I answered I had a woman called samira Canó talking down the phone about booking excursions and she would be down stairs, I quickly interrupted her saying we were asleep as were the kids, she ignore me and carried on talking so I had to hang up as she would’ve listen to me.

Day before we left I went to reception to ask about our transfer to the airport they said they couldn’t help the people downstairs arrange who had left for the day. I was so annoyed as he said I needed to confirm the pick up but coming to the hotel I did not need to do that as I had given all the details over the phone. We got through to Samira that evening but once again she wouldn’t listen to me and was very dismissive of anything I said which is how she was the whole time

Next day I went downstairs and met with samira, she wouldn’t stop what she was doing to listen to me and said I hung up on her which I explained having just arrived and extremely jet lag and fhat she shouldn’t even listen to me yes I did. Her friend then started saying to me that I was rude, both wouldn’t listen to me just ignoring me I felft very venerable and upset she wouldn’t help us at all so we had to book our own taxi out

[protected] had 4 rooms at the riu palace, aruba. We arrived at airport 330am on [protected] to find out our flight got cancelled from syracuse, flyimg jet blue. We could not get accommodated on any other airline for this trip, which was a huge disappointment to my family, waiting almost 1 year to go. The riu did not compensate us at all, got penalized for short cancellation notice being less than 24 hours, which was beyond our control. We have been going to the riu for over 10 years, and am very disappointed in this policy. We re-booked [protected], with 3 rooms now because some couldnt make this trip. When we got there we had 3 rooms and 1 bed for 3 ppl per room. We had to wait 24 hours for them to re-book rooms with 2 beds per room. Very disappointed and not being compensated for our loss of [protected], for our room deposits. Further communication can be at [protected]@yahoo.com

Hello legal team,

I want to make a serious complaint against the management of Riu Playa Blanca. There was a water interruption the whole day and nobody was taking responsibility or facing the situation when a lot of people were very upset and complaining about this. No compensation was offered or alternatives. We couldn't shower, go to toilet even clean my children's bottles of milk because there was no water at all.

The whole day was a waste and the sub director of the hotel was a complete mess. He had no empathy, was having a smile while hearing all the complaints and he didn't give any solution but to wait until whatever time for the water to come. His lack of response was incredible rude and made guests more upset.

I personally was surprised to see someone not handling this situation and so many of us required a compensation for this lost day.

The reservation was under Xiomara Garcia she is my mother. I came with my 2 small children. From July [protected] for 2 nights .

RNT4UYJ3 reservation

We paid 387,60$

Her email [protected]@hotmail.com

She is a Riu member as well. I demand a compensation of funds or to give her some points equivalent to 1 night to use in the future. Attached is a video we recorded and pictures.

Gloriangel Alvarez

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Upon visiting Riu Palace Punta Cana on 7/12-7/16, the A/C went out on 7/12 and 7/13. It thermostat in the room was reading 25 degrees (77 Fahrenheit) which was totally unacceptable. We were told that it would be fixed by 6 pm on 7/17 but that was not the case. Upon questioning if there was a way to receive a credit due to this unpleasant experience, I was told, "We don't do that here."

Booking ref [protected] i had booked the rui because it was 5 stars but in reality its more like 3 stars room was cleaned on accession service not good at all had to wait a day and a half for mimi bar to be refilled after asking 3 times for the bar to be refilled. Also food was cold and tasted not good not to mention that there was flys everywere in dinner hall all over the food the tables , im very dissapointed with my stay at hotel rui negril

After checking in, I got to my room and discovered that I didn’t have the room that I had paid for which was an “Ocean View” with 2 queen beds. I went to the front desk and was speaking with a Mr Arturo who was extremely nasty, and not accommodating at all. He was adamant about not making this wrong correct and going as far as telling me, that they don’t guarantee the type of beds that you request. He finally admitted that the resort only have a small number of double beds available, (41) I believe he quoted, but the resort doesn’t communicate this to third party vendors who make reservations, they just accept the payments, and lead the vendors to believe that they are available, and then the customers like myself, who arrive and expecting to receive this type of room, is disappointed, because now, I have lost money, and the company isn’t trying to help. He also suggest that I could leave and find somewhere else to stay and without a refund. I requested to speak with a manager when I saw I wasn’t getting anywhere.

Jorge Garcia wasn’t better. Condescending, rude, refused to offer help. Also, tried to lie and say there weren’t any double beds available on the property, but luckily someone in my group gave their room up. At one point Jorge, walked away from the desk and left me standing there, and I had to have Mr. Arturo, return to assist. I was forced to sign a paper in order to get the two double beds, but I am still requesting to be refunded for having to stay in a Jr. suite ocean view, when I paid for a Jr suite Ocean Front.

And I have stayed at several Riu properties and have never been treated in this manner, and I do plan to share this information because no one, and I mean absolutely no one should be treated this way. They didn’t try to accommodate me in any type of way, no apology or anything. They had my money and they made it known that I could leave if I didn’t like what was said.

Food/Drink Poisoning:

While staying at the RIU Palace Cabo San Lucas on Sunday 7/2/2023, my husband and I had dinner at the buffet. We had various food items, some items we both had and some items only one of us had. I can't remember specifically which buffet items each of us had. We also each had 1 drink from the buffet bartender, it was a Paloma made with El gran jurado reposado tequila. Neither of us liked the drink so we drank less than half. Around midnight, my husband’s symptoms started. He had terrible diarrhea and nausea, going to the bathroom every 10 minutes. My symptoms started around 4AM, same terrible diarrhea and nausea. We called the front desk at 6AM and asked for a doctor as we had to check out that morning at 8:45AM and catch our flight home at 12:45PM. The front desk said a doctor is not possible, but I could get medicine delivered from a pharmacy. So, I ordered medicine for diarrhea and nausea. It arrived in 30 minutes, and we took the first doses at 6:30AM. We were barely able to check out and catch our flight as we both had extreme fatigue, chills, and fever. My husband also lost consciousness twice, and I had to rouse him back awake. He probably should have been hospitalized. It was a very scary situation. Today is Wednesday, 7/5/2023 and my husband is still having mild diarrhea and some nausea. This is the worst case of food poisoning that he or I have ever experienced.

Theft:

Because we were so very sick when we got home, we didn’t unpack until Tuesday, 7/4/2023. While unpacking, my husband looked in his wallet and all of his money was gone. He had approximately $200 US dollars and $300 MX Pesos. All of it had been stolen. The last time he opened the wallet was Monday morning at 6AM to get money to pay for the pharmacy delivery. At that time, all the money was in his wallet. So the theft had to have happened either when the bellman was taking our luggage to the lobby or when our luggage was in the lobby while we were at the check-out. Or it could have been the airport transfer service. We used Destination Services for the airport shuttle. They also handled our luggage.

From June 20 to June 28, 2023 our family (7 people) rested in Hotel Riu Republica. With difficulty, we found 3 rooms nearby ( 2174, 2222 and 2221) because of me (Milya Shayturo-76 years and my sister Musya Gorelik-82years). It was not easy to do. But it is very important . because at our age it was difficult to navigate in the maze of rooms far from the elevator.

The problems started on June 21, 2023 after breakfast, when we came to our room 2221 to change our swimsuit and go to the pool- the door did not open. This situation happens several times a day. All this turned our holiday into a nightmare. What we didn't experience during our stay in Hotel Riu Republica: we asked the woman who cleaned our room more than once to open the door, turned to the manager, waited for 2 hours in the room (sometimes no one came) to repair the door, stood and sobbed many times in front of the closed door, called and begged relatives, tearing them away from rest, to help us.

We were asked to move to another room. But due to the reasons mentioned above, this was not possible.

In the end, we wasted money that we painstakingly collected for a whole year because of a small pension. Ofcourse, our relatives also had a vacation ruined because of our problems.

Summing up our rest, I want to say that we did not have any rest at all, but had suffered, and as a result, we got high blood pressure, which we are still struggling with.

We earnestly ask to respond to our complaint and compensate for our moral and physical suffering.

With respect,hope and understanding

Mily Shayturo and Musya Gorelik.

If you have any questions, my contacts:

Phone: [protected]

Email address: [protected]@gmail.com

My home address: Milya Shayturo

3018 West 24th street, Apt.6-D

Brooklyn, NY, 11224, USA.

We Arrived for our vacation and my husband's birthday with our good friends. On arrival we proceeded to check in with VICTOR at the front desk. After about 30 minute we were told that the room was over on the side looking out to the Santa Fe. Vitor said he could upgrade us for $45 us dollars more a day for the room we had already paid for. We said you don't have anything that we have reservations for. Victor did say he had a room, so we went to the room and the guy with our luggage opened the door and other people's stuff was in there. So the only room was the COVID ROOM! It looked like a room you used when Covid was around. The toilet was cracked, no soap, only 2 towels, 2 beds, with a smell. Our friend's room was messed up too. This is not the room we paid for and requested by our travel agent. We called our travel agent, and she got on the phone. She talked to the Resort multiple times that day. This was about 3 hours of trying to figure this out. We lost a full afternoon of our vacation because of this. In the meantime, Victor said he could upgrade us for $45 us dollars more a day for the room we had already paid for. By now we just wanted to get our vacation started. Victor told us he would get this handled. We tool the first room just for the night as per Victor! The next morning, we went up to the front desk to get everything figured out. They had 2 rooms open up. He winked at me and said I have a deal for you. That didn't settle with me very well. They moved us to those rooms, but Victor wanted us to sign a paper and put on this paper that it was out travel agents' fault and it was not the Riu Palaces fault. Again, that didn't settle with me. We refused to write that cause we know that was not true. This was our 2 time and our friends 3 time staying at this resort. We will not be rebooking at this resort or any of them because of how this was handled. We will not be recommending it either. We have had 5 other couples go between May of 2022 and May of 2023 because we said how great the place was. Will not be doing that again. I will not be staying there again. Nicole and your other customers relationships where the ones that made our trip better. They are rock stars. Also, we were not the only couples to have problems at the front desk!

I’m complaining about the hotel all in general

Hello I stayed at Riu Palace Cabo San Lucas it was the worse vacation ever. First room had a lot dust including the bathroom we got also dirty and old towels, the drinks of the mini bar were old not cold with bad taste. I was trying to order food service couple times and no one will answer. The food was terrible at the restaurants staff rude and the pools were really dirty. Also drinks were watered down. I would like a refund I paid to much in flights to come to a hotel that says it’s 5 star but isn’t.

June 19. 2023, june 20. 2023

shift: afternoon.

Guard in brown working the afternoon shift. Riu Palace Isla.Costa Mujeres. Guard close to bars in pool areas. will go in a corner.. starring for 15 to 20 minutes at people..can not even stand up.. not sure why.. look pretty bad and intimidating. Usually security is there but its unseen but at the same time visible. not like someone holding on a ramp and starring at ,god knows what. I was seeing people questionning what he was starring at...

Hello I stayed at Riu Replublica Punta Cana it was the worse vacation ever. First no ac working in first room we got also dirty no towels stains on sheets curtains. So they moved us room second room still dirty no face towels at all hotel said they didn’t have any. Housekeeping put a dirty towel back up to hang that was on floor just an awful experience in punta cana the food was terrible staff rude. Drinks watered down I would like a refund I paid to much in flights to come to a hotel that says it’s 5 star but isn’t. No face towels I have so many videos of this property not up to par. I said [protected] oh forgot this the elevators barely worked they lie saying they’ll bring you things and never happened.

We stayed at RIU Ocho Rios 6/3/23-6/7/23. We had issues starting with checkin. We had 2 rooms and they had the wrong ppl in the room. They adjusted it but never fixed it even though I kept trying to explain who was in which room and I showed them the email I had received from reservations. We had asked for rooms next to each other since I was traveling with my children and grandchildren. We had an email stating that would happen. However our rooms were 5 rooms apart, even though I showed the email to the reception staff. They acted like they didn't care.

On Sunday, 6/4/23, while getting out of the shower, and having the do not disturb sign on the door, someone used a hotel key to enter the room. Once they saw my son in law, they immediately closed the door. When my son in law opened the door, the new hotel guest showed him their key packet that was given by the reception team. They had given them keys to my kids room. My daughter called them and they were very unconcerned calling it a minor inconvenience. My daughter and I went to the front desk and spoke with the manager on duty who stated the same comment, minor inconvenience. She was giving an excuse as to why it happened and said, it was just a minor inconvenience and blew off our concerns. We asked to speak with her boss and she stated that he would be in at 7pm. We left and went to the room, and the key didn't work. We had to go back to the desk to get it programed. This too was called a minor inconvenience.

At 1930 on 6/4/23, I went and spoke with the Manager, Mr Pryce. Orginially he wasn't going to speak with me since my daughter is an adult, but i had her on facetime and he spoke with us both. He offered his apologies, but also called it an inconvenience, to which I had to remind him that it was a security breech not an inconvenience. That what if my daughter was alone in that room and that man came in and attacked her. That is a SECURITY issue not an inconvenience! Mr Pryce apologized and said that they would send something to the room as a good gesture of their apology. They sent 2 RIU hats and bags.

On Monday, 6/5/23 at 1430 my kids were at the pool and it started raining so they ran to their room with my 3 yr old grandson. Their key wouldn't open up the door. They asked the housekeeper to try her key and it wouldn't work . They went to the desk and was told that it was the key pad and was told that it would be at least an hour before it would charged and they could go into their room. My grandson is crying that he had to go to the bathroom, so my daughter asked if they could just give her a key to my room ( I was not on the resort at that time) and they gave it to her without question, although her name is not on my room. They did not have my permission to give them the key to my room. Mr. Pryce would not speak to me the night before without my daughter being there, and yet they gave my key to them without asking me. That too is a security breech.

On Wednesday, 6/7/23 when we were packing to leave, the room my daughter was in had a leak from the ceiling air conditioner. The whole floor was soaked. A call was placed to registration who stated that someone would be down. No one ever came.

I have stayed at many Riu many times and was excited to share the experience with my children. However, this Riu was not like the others. The food was subpar. A great majority of the staff were not customer friendly, some bordering on being rude. The cafeteria staff were not pleasant. They didn't speak and they acted like you were bothering them if you asked for anything. I have NEVER had that experience with ANY Riu and I have stayed in plenty of them in several countries. I will never go back to that Riu and I will definitely not allow any of my family or friends to go there.

1

RIU Scam

Review of Hotel Riu Palace Punta Cana

Pending review

We recently stayed at RIU Palace Bavaro at first we thought it was a lovely place then we went to the casino one night after being encouraged to go by your staff at one of the restaurants which is very interesting because come to find out the Casino is not affiliated with the hotel, after being advertised on RIU Hotel Info and multiple signs throughout resort and I can’t understand to this day why you would want to subject your guests to what happens over there — - we were drugged, we experienced

criminal fraud with our credit cards in excess of $50,000, believe we were impersonated on the phone to our credit card companies, they verified charges on the casino phone and we received nothing in return for this no cash, no goods or services and interesting enough the casino comes up on the credit card as a grocery store. We were threatened and had our cards taken out of our possession. The cards were taken from our person, actually demanded with no other option then $50,000 plus in cash advances were taken

on our credit cards. We were under duress….. We are in another country, don’t speak the language, surrounded by security with no option to leave. We were under duress! Further note neither one of us have ever used the cash advance option. The casino staff demanded our credit cards, this is when everything changed……we were surrounded by casino security that was armed and they acted as if we were getting ready to leave and owed millions to them when all we were trying to do

was an ATM withdraw, we were scared for our lives……after our cards were taken, there were two Dominican ladies, who spoke no English behind a counter calling and making the charges and they continually tried to charge our cards for various amounts that we were unaware of and definitely not aware that they were cash advances to top it off….. I am now realizing that is why the ATM didn’t work when we

tried to withdraw $200.00……not $50,000. Conveniently there was one tall bald gentleman that was quite a talker and spoke fluent English. I have called the casino only to be hung up on and told that I needed to visit the casino in person to resolve this. We were also told while staying at the hotel by one of the service staff that the casino is run by criminals and they exploit Americans all the time, perhaps that is why the

hotel doesn’t let any of the guests know that it’s not part of hotel and it’s conveniently located right next to it, passing out $25 wooden chips and $10 paper vouchers to lure you in and drug guests…. ever heard of devil’s breath, it is commonly used in situations like this. We now believe it was on vouchers and wooden chips to alter us without knowing as they were handed to us as we attempted to pass by. We ordered 1 drink in casino, again we thought we were on hotel property, as we never had any intentions of leaving property for safety reasons throughout trip. A service person at hotel confirmed

this & made us promise not to tell for the safety of them and their family as well as ourselves…. and suggested we report in US. Which is why we did not alert the general manager or the police when we woke up in am and realized we had been assaulted by the casino staff, which at this time we still believed the casino was part of the RIU Resort Complex. We immediately started calling our credit cards and found out charges in various amounts in excess of $50,000…. this was our last day. That

evening prior to our am departure our hotel suite power was on at 11pm and at around 12:30am there was none and earlier in the evening we were unable to enter room with keys. While at the airport going thru security my husband and I were very abruptly separated……I was taken out of line with zero knowledge to what was happening. Passengers in line allowed my husband to advance in line….. I was taken to another

area where I was detained and bags searched. All of this seems extremely coincidental.

I have reached out to RIU complaints with no help and have called and emailed the corporate office. We have reached out to all of our credit cards. I have also made a report with the US Embassy, that was zero help and they recommended we return to DR to make a police report! We are still fighting charges with American Express and Chase... Do Not Go To This Resort or Any RIU... AWFUL!

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Diese Nachricht wurde automatisch erstellt und versendet. Bitte antworten Sie nicht direkt auf diese E-Mail. — Dear Ms. Carmen Riu Guett and Mr. Luis RIU Guett, my name is Frances Lemelle Lockett, and I was a guest at your Nigril Riu resort, on May 15th to May 20th 2023. I am writing to you to let you know about my disappointment of your facility and some of your staff. Being my third time staying at one of your resorts, this one was the most disappointing ever. First of all we were in rooms 1065 in 1066, at least 10 times our keys were demagnetized. We already knew do not put the keys by a phone or by any money. On one night we had just got another key that morning and went to the room and of course it didn't work. So we have to walk all the way back to the registration desk, we were given two keys on arrival and one never did work. So we were always operating with one key. When we asked to get another key and we were told by Monique we would have to walk all the way back to the room to get the key that never worked. I told her we would bring it back when we come back for dinner she refused to give us another key telling me that they didn't have any more keys. To me that was very inconsiderate of her to refuse a paying guest another key. My next issue with your resort is I asked the housekeeper to restock the refrigerator, and she explained to me that I would have to tell the front desk. So I went up before dinner and asked for coffee, soda, sugar and water, the manager Dwight said he could get me the coffee and sugar but the soda and water he would have to send the next day because they already stopped servicing the rooms. He stood in my face and promised to have coffee sent to my room that night and did not. I had to go down to the dining hall instead, I could not sit on the patio and enjoy a cup of coffee. That afternoon the guy finally came after two complaints to refurbish the refrigerator. The next thing was the shower would not drain we had to wait all day until the evening for that. Also in room 1065 where my daughter was the mattress look like it had bed bugs and all kind of stains on it we requested to have the mattress changed and the manager the white said he would come to see it. We never got a resolution for that. Now my biggest issue was one of your guests was very intoxicated and my granddaughter and three nieces were waiting for the shuttle and the man walked up to them and said who wants to f#ck, when he was rejected by the four young ladies he had one in the mouth, had one in the eye twice, hit the other one in the chest and then hit your security guard in the jaw. They said that your security guards jaw was dislocated. The guy was arrested. Now what gets me is when the nurse assistant came to help the girls and was treating them that were bleeding she told them they would have to pay for a Band-Aid, when one of your guests attacked them. This is so deplorable and ridiculous. Your resort has enough money to at least give Band-Aids to innocent guests. My next issue is the next afternoon we went down to get an incident report, please tell me why there wasn't one. We had the right to call the head of security who came and all he did was write names down he instructed us to go to the Negril Police department if we wanted a incident report to me that was totally unacceptable. No concern, no compassion for the victims that were attacked. I would like to let you know that we are seeking legal advice, since your staff was so unconcerned. We had a trip scheduled to your resort in Montego Bay in December but we are considering changing resorts. I am so disappointed in the Riu in Negril. I will never go back there again. I would like for you to investigate these issues and respond to me, I plan to Yelp, RIU in Negril and tell my story all on social media platforms, plus legal advice if I do not hear from your resort. These are the names of all the people that this complaint concerns Khadijah Jackson - Webb, Frances Lemelle Lockett, Akilah Abraham "victim", Nataly Sayegh "victim", Kiara Hawkins "victim" and Shamekia Outlaw"victim" and the perpetrator Bryant Pinkston. Something needs to be done regarding these issues with your establishment. Our stay should have been much better than it was, for the money we paid. I would like a response from this matter, I may be reached at [protected], or this email. Thank you for your time, but I am very disappointed. I'm attaching a few pictures. Sent from AT&T Yahoo Mail on Android