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RIU Hotels & Resorts Complaints Page 2 of 26
paid initially for reservation and was charged again the day of arrival
On May 25, 2024 I placed a call to book through Priceline for hotel and flight reservations (bundle package) for a trip to Montego Bay, Jamaica for July 1 thru July 5th. All the information was given for the guests which was my son and his companion, costing $1356.12 However, there was an issue with the DATEs ONLY that they keyed in, which was July 2 thru...
Riu Palace Punta Cana - Filthy grounds and unsanitary room
My husband and I went to the Riu Palace Punta Cana at the end of May this year 2024, originally booked for 9 days (arriving from Fort Lauderdale Florida). Some years back, we had visited a Riu in Mexico and had a very nice experience and so decided to try this Riu hotel. When we arrived in the early evening and went to our room. The hallway to our room wa...
Luggage never transported to airport bus .... we are in US luggage in Punta Cana
We had a reservation from July 2-9,2024. July 9th at 11:20 am we left the RIU in Punta Cana (reservation number WRC1SDC5) to catch our flight back to Houston Texas. Upon leaving the RIU the four of us were told by Destination Services to place our 8 pieces of luggage by the bus and they would load them all under the bus. We even tipped the gentleman for hi...
Read full complaintRIU Palace Riviera Maya
Good morning, I visited the RIU Palace Rivera Maya last week and ran into a few problems while staying at the hotel. Below are the details: 1. My husband and I dined at the Krystal, and I ordered the sea bass for the main dish and was very unsatisfied because it was overcooked, and the sauce was hard on the bottom of the plate. I did speak with the waiter...
Read full complaint and 1 commentRude customer service and poor housekeeping service
We arrive at RIU Orchi Rio on April 30th, 2024, upon checking in the customer service team was very rude. And unprofessional we arrive at 3:30 pm. I have reservation for 2 rooms. We were traveling as a family and my 80-year-old dad was with us, and he was having problems with his bank card being declined and the young lady that was helping him was very...
Read full complaint and 1 commentRiu Paradise Island
I have been trying to contact customer service about my stay and no one has yet to get back to me. I stayed at the RIU paradise island from March 25-29th. I had a horrible experience and would like someone to reach out to talk to me about it. Here is a short story of what was experienced- I arrived and checked in. I was given room 202. I took photos of how...
Hotel overcrowding
Booking Ref [protected] First of all can I thank you for organising for us to stay at the Riu Paraiso Resort Lanzarote . The staff at the resort are impeccable and work so hard to deliver great customer service . Sadly I do not feel the resort is of the platinum level we paid for or delivered a platinum service I would say we experienced 3 star while...
Read full complaintReimbursement due to fall at resort
Accident happened on March 2, 2024 approximately 5:30pm at the RIU Palace Tropical Bay, Negril Jamaica. Walking back from the beach I had to step up onto a wood bridge that was over a trench. I can't tell you what happened or how it happened but I fell off the bridge into a stone and sand filled trench below face first. There were a bunch of people and 2...
No prior notification regarding hotel riu vallarta being under construction/remodeling
A. I had made prior reservation for a party of 2 at Hotel Riu Vallarta from 3/27/2024-3/2/2024. The reservation was for a Jr. Suite with king bed and ocean view. B. Upon our arrival to Hotel Riu Vallarta, quite to our disappointment, we found out the hotel was under construction/remodeling. The whole lobby was being jackhammered! The level of noise and...
Read full complaintRIU Paradise Island Bahamas - swimming pool
Love to visit RIU Resorts. Not our first time at a RIU but overall the RIU Paradise Island experience was good. We take these vacations to be in the pool, get some sun, meet people and relax. Well on day one February 14th, 2024 the pool was warm and amazing. But for the next 5 days on our 8 day stay the pool was cold, and not able to get in. And this wasn't...
Read full complaint and 1 commentOverbooking at riu palace and being sent to another riu which was not a palace
We were a party of 4 and had reservations at the RIU Palace Las Americas. FROM 2/10/24 - 217/24. Upon arrival we were told they had overbooked and would send us to a sister hotel of theirs 2 miles up the road. We had booked this hotel because we spent our honeymoon there 18 years previously and we were celebrating. Then the front reception staff would not...
Security guards harassment
I stayed at the Riu Paradise Island hotel 21-26 December 2024. I was harassed by 2 security guards. I complained to the Riu hotels and filed a formal complaint. The hotel lied and said they told me to pay for guests that visited me at the hotel, which would have been absurd since the guests that visited me never stayed at the hotel. I have stayed at the Riu on more than one occassions and have been placed in rooms that did not appear as advertised. I was served burned food. I was placed in a filthy room, etc. I think this time, I got the message. I am not welcomed at the Riu hotels and this might have been my last stay because of the harassment and the hotel's refusal to deal with what I experienced.
Desired outcome: I would like for the Riu to acknowledge the harassment complaint I filed because of the harassment I was subjected to when I stayed at the Riu.
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Service
Good afternoon. I am writing this email after returning from RIU Vallarta on October 25th. I was traveling with my husband, our 3 adult kids, my sister and my eldest daughters boyfriend. We enjoyed our first couple of days. This was our first trip to PVR, we have been multiple times to Cancun & Los Cabos and have stayed at a RIU in Los Cabos. On Friday we...
Read full complaintforced to drag luggage at 70 with no help
One week between 13th -20th October 2023, All Inclusive, Riu Bravo, Majorca. No one to take luggage to room or when we left. It was not offered, told to do it ourselves, we are both in our 70's. Room located in other building, long walk dragging our cases. Although access to Wifi was printed on our paper work, it was not explained to us. Service in dining...
Read full complaintSwimming pool area surrounding, rooms and services
We are forwarding this letter of complaint to Tui uk and ABTA Michael Verdun Thomas Wetherlam Ginhall Lane Leominster HR6 8RD [protected]@aol.com +[protected] Tui UK & Ireland Alexandra House Swansea SA1 5ED 20 October 2023 Re: Unsatisfactory Holiday at Hotel Touareg Boa Vista on 4th October 2023 Booking reference: [protected] To whom it may...
Overcharged
Hello on the 15th October i went to riu montego bay and was servied by Juan and another man at the front desk I paid in cash $92,000 JMD , but my room was reserved in £461 GBP. 1st i was over charged and 2nd the man that served me tried to tell me that my money i gave him was short and when i wasn't looking he attempted to put the money in his pocket. I...
Read full complaintUnsafe walkway
My husband and I visited Ocho Rios Jamaica on October 3,2023 through October 11,2023. I'm an active walker and on October 5,2023 while returning from my walk, I hit my foot on a raised concrete located on the walkway from the front entrance gate to the resort. I fell and slid forward. I sustained large abrasions and pain to my right elbow and right knee. I reported the fall and injuries to the resort nurse and the Relations Manager. Due to my open wounds and pain, our excursions had to be cancelled and I could not use the pool, the beach or participate in daily activities. Our vacation was ruined. The walkway is unsafe and needs to be repaired to prevent future incident like this from occurring.
Joan Coombs
[protected]
[protected]@aol.com
Air Conditioning
During my time at your hotel RIU Montego Jamaica last week, the air conditioning had gone out throughout the resort for a couple of days, i was with my 75-year-old mother and things became difficult at times. I as well as the rest of the family has spoken to the Assistant General Manager Luis Ramierz who stated that the company was well aware of the problem and to contact you for perhaps some type of compensation.
Desired outcome: Perhaps a voucher for any RIU hotel/50% off
View from room,!
We booked to stay at the Riu Hotel in Montego Bay, I asked for a room upgrade but was told there were no rooms available so i upgraded to the Hotel Palace, booking reference WRC1HYJZ On the 6th August 2023.
The room was lovely but you could not sit on the balcony due to it being over the service area, it was awful, noisy and smoky, I was shocked at this as we paid for a garden view. I have attached a couple of videos, I have more if you want them. I upgraded to the Palace thinking it would be better but it was so very disappointing 😡
Desired outcome: Complimentary stay
No water half of time at the facility
My wife & I arrived at the Baja California RIU on Friday 9/22 under confirmation RNT4VMMZ, the next day Saturday we returned to our room that night to find we had no water, the front desk assured us that this was temporary & that the water would be on in a couple of hours - the next morning we awoke to still no water with no way to shower or clean up this continued all day Saturday within a hot humid sticky environment, Sunday still no water early am, even told at breakfast that the problem was resolved only to return to the room to find still no water - the water came on briefly before going out to an outing but once we returned it was off again. At check out time on Monday morning we still had no water to clean up before our trip home.
D. Dukes
Desired outcome: Compensation / Partial refund
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