RIU Hotels & Resorts

Good day to you and your staff.

This corespondent is coming from Jean Stephens (Riu #:[protected]) and Melvin Donegal (Riu #:[protected]). Our reservation number for this trip is WRC1E8AZ. This reservation was for out stay at Riu Negril facility, checking in on 08/26/2023 for 10 nights.

We have been vacationing at Riu in Jamaica since November 2006. We have stayed at Negril, Ocho Rios and Montego Bay, we must say with extreme prejudice that this was our most disappointing stay EVER, EVER.

We will start with the bathroom, the bathroom was a mess it was not cleaned properly. They were soap and toothpaste scum on the faucet and mirror after it was cleaned by the house keeper. The same can be said for the shower. The toilet was one flush away from clogging up and it did clogged up twice. I told the house keeper and also reported it to the front desk too. My lady Jean was told we had to make an appointment for drinks restock in the room. To our knowledge from prior stay at your facility over the years was drinks restock is every two days. One morning I sat at the edge of the bed and fell to the floor. I report it to the front desk. I figured the bed was fixed but the same thing happened again a couple to three days again. I decided to check the bed myself, to my surprise the foot was missing on the left side of the bed facing it. Now how could this be? How? We again reported it to the front desk. They offered to switch us to another room but by then we had about two days to go and my sister’s and my nephew’s (Melva Donegal & Marquice Lewis reservation ID:RNT4QJBX) nightmare room switch was fresh in our mind. My sister and my nephew was roomless/homeless for most of the day on the room switch. Her situation was bad, she had to switch room three times. The shower rags, hand towels and towels were like using a course sand paper. We felt like we were staying at a very, very cheap roadside motel and not a four star all inclusive resort. Our disappointment is so, so deep that we have vow to start vacationing with another bran. We know that with the volume/number of guests that you booked, our decision will not matter to your company. You all have a blessed and safe day.

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M. F. Donegal 🙏🏾🙏🏾🙏🏾

Theft of a 10k wedding set white gold with 3 k diamonds

We arrived at Riu Palace Peninsula Cancun on 9/14/23 and we had reserved a room with a king bed because it was our anniversary. We went to the receptionist and spoke with Andrea. Andrea said that the next day they will give us a room with a king bed. Next day we went to check and we talked with Marco he gave us a room with a king bed # 631 and told us to leave our luggage in our old room 493 and the bus boy will transfer everything for us to the new room. We went to the beach all day and when we went back to our room they didn’t transfer the luggage. We called the receptionist and Marco brought our luggage. When I cease getting ready for dinner and wanted to wear my wedding rings they were missing from my bag.

I have just returned home from vacation in one of your Riu hotels in Jamaica ochi Rio’s.

I would like to make a formal complaint after making a verbal one down at the hotel on 24th august 2023.

I checked into the Riu hotel, myself and 3 children aged 14,10,2yrs, on the 14th august for a 2 week stay! Overall the stay was amazing up until the evening of the 23rd.

We returned to our room after an evening out on an excursion to find our toilet overflowing with water. I quickly used all the bathroom/beach towels we had in our room to absorb the water as much as we could whilst contacting the main reception for help. They notified me on the call at 19.10pm that help was on the way! At 19.25pm a plumber engineer showed up and stopped the water from continuing to over flow. He had no materials to help mop up the water, but advised me help was on the way. He even radioed maintenance services to attend with a water hoover before he left. I waited and I waited. During this time, I called back reception over 30 times to the point where I ended up getting no response, I made a enquiry via the Riu app, I even sent my 10year old down to reception to explain it was urgent as the amount of water flooding the room was beyond my control and a hazard as it was even in the hallway of the hotel.

My son who is 2 years old climbed off the bed and slipped in this mess of a flood smashing his nose on the bedside table leaving him with two black eyes that developed the next day!

After 2hours and 2 mins of waiting for help to arrive a man knocked on our door with a mop bucket and mop… Only to then tell me he will come back with more help as he wasn’t told the severity of the water. I then waited a further 15 mins before real help had arrived by this time is was 21.43pm.

It took the two gentleman 50 mins to dry and clean the room as the water flow had flooded the entire hotel room completely. They had to move ALL beds & furniture. My belongings were wet, me & my children were unbathed as we was unable to use the shower due to the floor being covered in toilet water and we had NO towels and we were starving!

By the time we all went back down stairs to eat the restaurants were closed. I was livid! I went to reception to complain and see what could be done as myself & the children had not eaten and couldn’t leave the room only to be told “sorry ms but can you come back tomorrow when a manager is on call. In regards to food you can get light snacks in the sports bar”.

As you can imagine by this time I am furious. I spent over 10 thousand pounds to come and stay at this top quality hotel to be treated in such ways. My son was injured during this time (with a broken nose we come to find out once we have returned home), none of us had eaten and I had to get a taxi up the road to find warm food, costing me extra money due to the lack of service, empathy and care the Riu showed us during our stay.

I felt absolutely unheard, ringing a help line (reception) only to be told over and over again, “Someone will be with you soon”, then after many calls I was just rung out to the answer phone.

No one pays this much money to go on holiday to have to be treated like this. I wasn’t given any good option for warm food for myself or the 3 children, a room change or even any medical treatment for my son.

I want this complaint to be dealt with to the best of its ability as it honestly ruined the end of my holiday with my children.

I spent my hard earned money to come for an experience of a life time be treated as if our needs and safety did not matter. This is not on and no one staying or coming to the Riu hotel should be dealt with in such ways.

Please get back to me asap

Kind regards

Zoe Osborne-smith

[protected]@gmail.com

[protected]

Room 1249

Problems at riu Aruba AnnMarie Lepore Reservation #RNT4FTYK Kristen Lepore reservation #WRC16K31

We would like to get compensated for all the money that was wasted staying in beautiful Aruba at such a disgrace of a hotel.

We arrived at the Aruba Riu on August 21st - 28th. We stayed at the Riu to attend a wedding there. Here are problems that were encountered. This was from the bride but the same problems were experienced by all.

This hotel is absolutely disgusting. I just got home from my wedding august 26, 2023… I don’t even know where to start……. I had around 80 guest stay at the hotel and at least 30 of us had to switch our rooms because of the mold and mildew smell. It’s horrendous! They paint over the mold in the rooms. Upon checking in my guest there was another guest at the lobby desk switching her room because she had mold growing off her clothes- the hotel then gave this room to another guest. The staff is completely rude prob because every single person in that hotel had the same complain. The toilets were not functioning, the amount of rooms that had leaks coming from the ceiling were unacceptable. Personal items were missing from rooms. I wrote on the Facebook page and most of the people on there agreed with me. Then they blocked me from the page. Why? If this is supposed to be for honest experiences why would they block my post ? What are they hiding ? I don’t understand if so many people have these issues why haven’t they done anything about it ? A wedding week that was supposed to be relaxing turned into the biggest headache. I would not recommend this hotel to a single person. I can’t even believe their still in business.

This went on in the pool. Absolutely disgusting for a family resort while riu staff watched.

Mold and burnt outlets in the rooms.

https://www.facebook.com/groups/44607679876/permalink/10160256994894877/

This went on in the pool. Absolutely disgusting for a family resort while riu staff watched.

Mold and burnt outlets in the rooms.

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Thank you,

AnnMarie Lepore reservation RNT4FTYK

Kristen Lepore reservation WRC16K31

My husband and i checked in 8/24/23-8/31/23 didnt get the deluxe room with terrace that we booked. Had a king room, what seemed like a balcony that only had one chair, the air went totally out in our room, had to pack up and move to another room only at that time we were able to get a king room with a proper terrace that we both could enjoy which ended our 25th anniversary trip on a not so good note. Luckly one of the nights it was fairly cool out we were able to leave the door open to cool off.

Visited Riu Republica with 3 other couples in January 2023.

Although the hotel it self was only mediocre, and Sunwing lost our bags, the real nightmare started about on of our 10th day of vacation, when we get approached to get FREE ride to the casino at Riu Macao and free $20.00 to play.

So looking for something to do other than the same old boring shows at the hotel we went. Upon arrival we are met by a lady (poor English) offering free money to play a game called "Razzle" (they called it Sic Bo). At first game is going well and in our favour. 100 points are needed to win a jackpot that keeps growing and it goes great until you reach 98, or 99 points. Now the jackpot is incredible (over $100,000.00) but your bet also grows incredibly. However, you are now so far into debt and so close that it does not make sense to quit.

The game was run by an old rough looking american (the only one speaking understandable English in the place) who, when the stakes became high, was sweating profusely and had to keep wiping his forehead. No one else in the casino was allowed to watch the game being played. Only he counted the numbered balls and covered them with his hand as he counted. As you get close to 100 points (we were at 99) the jackpot grows and the bets double when you hit a "Double". Once 98 and 99 points are reached the harder it is to get that ONE needed point to win. But by now we were over $30,000.00 into the game and only needed that O N E point to win.

Also we were offered FREE drinks, FREE VERY VERY STRONG drinks. I, myself had 2 rum and coke and was sick for two days.

We took $50.00 cash each to play, needless to say credit cards came into play in order to to keep playing what seemed like an impossible to loose game. Upon (thank God) having my credit cards declined, the manager let forgo the last $5000.00 owed for the bet which my credit card would not honour. If this was all above board, no way the manager would allow this.

Not only did he allow it but let us come back the next day after i cleared things up with my credit cards, as my limit on the cards were not reached.

Needless to say and as Bad Luck and stupidity took over, we went back, with a friend whose credit card was not maxed out in hopes of getting that ONE POINT. AGAIN, needless to say, no win and we now owed our friend more money.

BECAUSE THERE IS NO GAMING COMMISSION IN THE DOMINICAN REPUBLIC, this is allowed, and thus allowed by RIU HOTELS AND PROMOTED BY RIU HOTELS.

At the end of the day, it is the Riu family that not only allows this, but promotes it from hotel to hotel. SHAME ON YOU LUIS RIU GUELL AND CARMEN RIU GUELL.

Carmen Riu Guell, CEO and heading up many departments, and Luis Riu Guell in charges of Sales, Marketing, Operations, plus much more...is it really your "Instinct and passion that is key to your projects and Riu Chain"?

Because if so, you are DAMAGING YOUR FAMILY NAME by allowing the aforementioned form of extortion to happen to your hard working vactioners.

I know that i worked very hard for my retirement and can not afford to loose that kind of money to a hotel chain like Riu who not only allows this INJUSTICE, but also promotes it. SHAME ON YOU BOTH CARMEN AND LUIS RIU GUELL, SHAME ON YOU!

The larger percentage of vacationers at your resorts have to save to vacation and do not have the financial freedom to loose the kind of money that your hotels are luring them into loosing. YES, we are our own gambling control, but when fed FREE alcohol and luring incentives by expert extortionist we easily fall prey to these con artists hired under YOUR WATCH.

AND HOW EMBARASSINGLY STUPID ARE WE WHO FALL FOR YOUR SHADY BUSINESS PRACTICES. YOU SHOULD ALL BE JAILED AND HEAVILY FINED, RIGHT DOWN TO THE EMPLOYEES OF THE CASINO.

Even my credit card companies called your merchant name "shady and unsecured". CARMEN and LUIS you are allowing this to happen to hard working humans with families and children...like you...put the shoe on the other foot...you would not like it, but you are doing it to US.

NONETHELESS, we dreamers fall prey to you vultures who operate in the name of Riu Hotels.

SHAME, SHAME, SHAME on you LUIS and CARMEN for allowing this to happen to us humans.

Riu Hotels management

I have booked in advance 2 rooms for 4 people (parents and 2 children) in 2 rooms adjoined together for 5 nights in London Rui Plaza hotel from the 9th of August till the 14th, with credit card guaranteed late arrival.

We have arrived at about 10pm and to our surprise the hotel was fully occupied and our rooms were given to other guests. We asked the reception manager to find us alternative hotel, but he could not help. After 20 min of arguing, consulting with the hotel manager over the phone, he suggested he would put us in 2 separate rooms not next to one another, which were not ready for occupation for the night, and the next morning he would move us to our room for the next 4 days. The rooms were made for disabled people, with special fitted rooms for wheel chairs including curtained showers, very low sink and mirror, that my wife after Surgery could with very difficult and painful bow use it. The room was not ready for use, stinking stains of fresh paint all over, and so on.

We were very tired all with 5 suitcases, and it was nearly 11pm, so we had no alternative and we agreed. The reception manager asked us to pay upfront the full price of one night before we check-in, despite my argument that is not reasonable to pay the full price, especially when other guests already paid for our reserved room, and asked to talk with the Hotel Manager over the phone, but I was told he is unavailable will be there next morning to discuss it. I had no other Choice but to pay 525Euros for the 2 rooms.

Next morning, the hotel manager was not available, we have been moved to 2 our reserved rooms, not before we had to pay 1750 GBP for the next 4 days as it was too complicated to move to another hotel.

On the 3rd day we met at last the hotel manager, polite apologized saying it is hotel fault, but he has no authority to refund any of the payment, and suggest we shall write to headquarter.

he new rooms, the reception manager said they are upgraded, but it turned out that all the rooms are the same size, and the so call upgrade is 10cm wider bed.

However, the rooms in the hotels look nice, but are impractical.

The wall between the bedroom and the toilet is partly made of Mat Glass. Beautiful indeed, but if someone has to use the toilette, the light switch on, and wakens the sleeping guest who sleeps in the bed located next to the glass wall. We asked the polite r but completely useless reception manager

to neutralize the automatic light switch for the toilette, so we can use the toilette in the darkness but we did not get any solution.

Talking about design fault, the toilet seat is located too near to the door so if one sit on it , he should lock the door, otherwise other person who opens the door, may knock his knees…

Other comments the hotel corridors were filthy.

The breakfast, was good.

I have taken picture to back up all my complaints.

To sum up we would like to get compensation for the horrible experience we had, and at least the refund for the first night for our booked rooms you had given to other guests who paid for them.

Uri Lotan

Good morning,

The worst thing is being on holidays and having to write a complaint about the hotel you saved the whole year for your family holidays.

We are extremely dissatisfied with our 12-night stay at the RIU Plaza Miami Beach hotel, from August 14th to 26th.

On the first day, as soon as we got to the room, we were faced with an unpleasant smells in the hallways of our rooms. The hallway carpets stink.

In addition, I have 3 daughters (25, 23 and 17 years old) and the supposed triple room only has 2 small beds, where it is impossible for 2 adults to sleep. We asked at reception to put an extra bed and to our surprise when they asked us 5 dollars a night for a camping bed.

We chose to have dinner at the hotel restaurant, the buffet, and how surprised we were when we had to wait 30 minutes to be seated. In addition, everything was dirty and we ate next to the place where they put the leftovers food. The floor was disgusting. (as seen in the photos).

At the first breakfast we chose a table outside and during the meal we were attacked several times by wild birds to get the food from our plates, with a hotel employee present and who did nothing to stop them. We had to move to a table inside. What a terrific situation!

The beach is open from 8 am to 6 pm. They start to remove beach chairs at 4 pm, which is extremely unpleasant for guests who want to rest and enjoy the beach. The beach beds are disgraceful. ( as seen in the photos).

There are 3 elevators in the hotel, for several days they put a paper in the 2 main elevators informing that they were unavailable and we had to use the stairs to reach the 6th floor. (As seen in photos)

On the sixth day, the flushing system in the double room broke down, something that had never happened to us, we went to the reception to ask to change rooms, which we were told would not be possible. They sent a technician to solve the problem, however autococlism is still weak. This situation is unacceptable for a 4 star hotel.

On Saturday my youngest daughter forgot her towel on the beach, we went to the reception to ask for a new towel and to our surprise when they ask us 10 dollars for the new towel.

We called the manager to explain all our problems and he didn't understand anything we were talking about, that is, he doesn't know how to speak English, giving us a piece of paper with the information and contacts of RIU customer support so that we could explain the situation.

In a beach hotel, there is not a single place to dry bikinis, we have to place them on a crosspieces around the room and bath room, something unacceptable for a beachfront hotel.

Employees from the snack bar approached my 23-year-old daughter twice, asked her how old she was, if she had gone out at night and if she had had too much to drink the night before because she had asked for hot tea.

Another situation was that I wanted to park my car in the hotel's car park for 24 hours and could only do so after 3 pm, having to pay more to park the car on the street and got fined 36$.

Such rules are unassailable for a value of 40 dollars a day for parking.

Due to this accumulation of situations, we spoke with our home travel agent to change hotels, as we cannot bear this lack of efficiency and response for another 6 nights, as we feel totally disregarded.

So, due to such dissatisfaction, I await your response to such complaints, as I intend to change hotel as soon as possible.

I demonstrate my total dissatisfaction with this Riu hotel, and I will certainly raise this complaint everywhere to ensure that this situation does not happen again with any other guests.

Several times we saw the hotel employees (office employees) having endless coffee breaks in the hotel bar, when they should be concerned with resolving and attending to their guests' complaints.

It is urgent to invest in a renovation and remodeling of the hotel, as the old conditions in which the hotel is found are shameful (construction, carpet on the floor of the corridor of the rooms, flushing, ...).

Before coming here we stayed at Riu Plaza Manhattan Times Square which was perfect.

We were anxious to come to Riu Plaza Miami Beach, but quickly we were disgusted.

So, due to such displeasure, I am waiting for your quick response to such complaints, as I intend to change hotels as soon as possible.

As so, and in resume, I am legally obligated to request a full refund of our total stay!

If not, I will file a complaint with the Better Business Bureaux (BBB).

Best regards.

Domingos Martins

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!