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RIU Hotels & Resorts Complaints 490

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2:29 pm EST
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RIU Hotels & Resorts RIU Cancun Mexico

Hello - This was the worst experience I've ever had at a hotel. We checked in and we stay for approximately 1 hour. Your hotel refused a refund. The place was filthy, and the toilet was making a loud noise that hurt my ears. The shower had broken glass at the bottom of the shield. I stayed at RIU before in Aruba and I thought I was going to stay in the same type of facility, I was wrong. The conditions at this hotel were below substandard. The floors were nasty, titles were broken on the baloney, the toilets in the bath looked like car wash rags. It was unbelievable. We and our booking agent asked for a refund, and it was refused - I wouldn't wish this on anyone. I have pictures. I will submit as soon as I get to my phone. I would like a full refund. We were only there an hour because we waited for maintenance to come and fix the loud noise that hurt my ears from the toilet. I would not have been there an hour, but travel was trying to get the hotel to move us to another room, put us in another RIu or give us our money back. We were refused another RIU because of the number days staying. I could not understand trying to keep a customer happy when you had open unbooked rooms available. HORRIBLE exprience - just horrible.

Desired outcome: I would like a full refund. We were only there an hour because we waited for maintenance to come and fix the loud noise that hurt my ears from the toilet.

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9:11 pm EST
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RIU Hotels & Resorts Hotel stay at Riu Palace in Aruba 10/0122-10/08/22 Reservation#[protected]

Custom Service,

My husband and I arrived at the Riu Palace on 10/01/22. We had plans for a wonderful vacation for a week at a resort that we have had our eye on the last five of times we were in Aruba. We have stayed in resorts and timeshares on Eagle Beach and Palm Beach.

We arrived a little early and the room wasn't ready, we checked in at the desk and they said we could grab a bite to eat and drink at the bar. When we were able to go to our room, the minute we walked in it smelled like mold, we were in room 801. Around the couch, the mold smell was worse. My husband put the A/C with the help of Michelle, to try to get the moisture/mold out of the room. It wasn't working well, we talked to Junior at the front desk, and he called maintenance for us. I have mold allergies and was worried I would have to use my inhaler. My husband was also sneezing and had a stuffy nose from the smell of the room.

On the first night, we also found out that the outlet near the couch sparked when I plugged in my cell phone. There were marks on the outlet cover so you can tell it wasn't the first time. Maintenance changed the plate, but the outlet wasn't replaced, it still sparked, we informed the desk. Also, the hair dryer wasn't working in the bathroom. We again, talked to Junior at the desk. He was very friendly and assuring us he will try to get maintenance there asap.

The closet doors were hard to move, one was off the track. Maintenance did fix it.

I couldn't believe the size of the bed vs. the size of the pillows. Those were like travel pillows, if you rolled over, your head falls off the pillow. When you laid your head on it, it went flat, you needed 2 pillows to keep support for your neck. When I asked for more pillows, we received another small one.

The next day, maintenance came to fix the A/C, we left the room to go to breakfast and the pool. We also mentioned to the maintenance man about the blow drier. Late afternoon we came back to the room, as I walked in something hit me on the head, it was water dripping from the ceiling. My husband said don't move, the floor was full of water, I almost slipped on the tile. Jeff/my husband called the desk again to report the water on the floor. When the maintenance came in and opened the celling the drip pan was overflowing. Michelle, our room steward was wonderful and helpful with cleaning it up. We ran the A/C because there was so much moisture in the room that my dresses in the closet were damp as well as the clothes in the dresser. The sheets on the bed were moist going to bed every night.

On the third day, we figured out ourselves that the switch outside the bathroom has to be on for the blow drier to work. No one at the desk or maintenance let us know that.

We received a phone call one night from Jessica apologizing for all of the issues we were having in our room. Not once was another room offered to us. Jessica told me she would get back to us that she said she would take care of things for us. We never heard from her again. We are still waiting.

The restaurants we tried besides the buffet were the Italian and Steak House. The steak house, my husband ordered a lobster dish, and I ordered a filet. The lobster tail was small, the restaurant wasn't busy, and Jeff asked for another one and was told that they only allow 1 per person.

At the Italian restaurant, there was sliced tomatoes on the lettuce. I'm allergic to raw tomatoes and mentioned to our waiter that I couldn't eat any lettuce because of the tomatoes. He went into the kitchen I thought he was going to bring out some lettuce, but he didn't bring any to me. We left the resort 3 nights to get dinners elsewhere that we have had previously on past visits.

The drinks were average or below. There was no one on the beach bringing drinks. I did see the bartenders filling thermal cups of guest behind the bar. With covid I would think they should be making the drinks and giving them to the guest to put into the thermal cups.

We have been to Aruba many times and passed the RIU resort with the hopes of staying there someday. We were so disappointed with the room and the food. The resort itself is beautiful the people are friendly, especially Junior (desk) and Michelle (room), but Jessica never followed through with us. I really wanted to leave after day 1 because of the smell of the room but we couldn't afford to lose that much money that we paid for the resort and go elsewhere.

I am really interested in finding out what Jessica is doing for us as she said. I really feel like at least half of the vacation had issues.

I am looking forward to hearing from someone at the resort, possibly Jessica.

Desired outcome: I would have liked another room it was never offered or a partial refund anything would have been better than nothing. After sending the above email to RIU Aruba/Jessica with no response

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5:22 pm EST

RIU Hotels & Resorts Room, pool and Dining areas

I stayed in room #1035 and room 1022 at Riu Punta Cana. I was not greeted upon entrance, the room had no soap in the dispenser and was never refilled, there were no blankets and although I requested them they were never brought up.

The dining areas had roaches that were crawling on the table and walls.

At 1pm everyday there were no available towels by the pools. I was told to use the room towels but I was only allowed 2 extra ones for the room upon request.

I would never stay or recommend Riu Punta Cana again.

Sallyann Slagle

[protected]

[protected]@verizon.net

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4:52 pm EDT
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RIU Hotels & Resorts Member ID #[protected]

Good afternoon,

I have been a "Loyal" RIU member for 4 years now. I have stayed in your hotels various times including Aruba, twice in Mexico and 3 times in Punta Cana.

My latest visit to the RIU Palace in Bavaro (reservation code WRC123T4) from October 22nd through October 31st-2022 was very disappointing and not what I have experienced in other visits to other RIU Hotels.

To start-off with the quality of the food, especially in the Italian restaurant. The food was absolutely terrible. My girlfriend and I got stomach sick when we ate there twice. The only half-way decent place to eat was the buffet area and that food was also not to RIU standards.

The mini bar was NOT being replenished as in previous visits to this hotel as well as in other hotels I have stayed before. I called the reception area and was told that if I wanted the mini bar to be replenished on a daily basis that I had to call in the morning?!?!

I complained in person to the reception manager by the name of Ramon and he suggested I change hotels within the RIUs hotels in Punta Cana. We went to check-out a room in the RIU Palace Macao, but that room was not even close to the room I had @ the RIU Palace Bavaro so we decided to just wing-it and stay in our original room.

A few times we called the reception area, and the personnel were NOT helpful at all and often nasty on the phone.

Would I continue patronizing RIU Hotels? The answer is yes being that this was our first BAD experience however, if this episode happens again, I will find other hotels to give my business to.

Thank you.

MLJ.

Desired outcome: I have also sent the same to [protected]@RIU.com in hope that someone gets back to me ASAP.

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4:49 pm EDT

RIU Hotels & Resorts Illness

Hello, My Husband and I arrived at RRP at Cancun on Oct 22-29. Mid week my Husband began having stomach issues beginning with diarrhea then leading to abdominal cramping. When arriving home Saturday he began to vomit and run low grade temp 99.9 fever. Being unable to eat or drink due to vomiting now he is very weak. I myself have diarrhea and occasional stomach cramping. I did not eat as much as my husband did thankfully. He did try different foods there such as octopus, fish, and things he doesn’t normally eat at home. I did contact our PCP. Watching him for dehydration. I am a Nurse myself. Trying to keep fluids going through him are very hard. The sewage smell was quit terrible during our stay!

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7:46 pm EDT

RIU Hotels & Resorts The shower head was broken (WRC11DWH) RIU Ocho Rios

1. I complained to customer service about the shower on the first night of my stay and the second day. I also complained on the third day, but no one came to assist me in room 1330. My daughter (Captain Manning) was also in that room and I wanted her to have a great getaway but this issue was disheartening.

2. Additionally, the water flooded the bathroom and when we asked the housekeeper for towels to put on the floor, we were told that she is not our housekeeper so she couldn't give us towels.

3. There were two of us in the room, but they only provided us with 1 washcloth each day. I asked the same housekeeper for one and she reluctantly gave us one.

4. The cab drivers are very dishonest. We asked for a ride to the gate and they charged us $15 US dollars. We could have walked, but we had bags.

I rented 3 rooms for myself and family members and was disappointed with only one room. We would like some kind of compensation for the inconvenience from the shower (credit or a voucher for another visit). Other than those issues with the room, we were very pleased with the Resort itself. This is one of the best resorts I've stayed at in Jamaica. I would recommend it to others as well as plan another vacation in the near future.

Beverley Forbes

Desired outcome: I would like some kind of compensation for the inconvenience from room 1330. My address is 6495 Racquet Club Drive, Lauderhill, FL 33319. Phone: [protected].

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9:11 am EDT
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RIU Hotels & Resorts Service/property punta cana

PARTY OF 7 ARRIVED RIU REPUBLICA/punta cana...FROM START...ONE PROBLEM AFTER ANOTHER I WENT INTO Detail 2XS ALready Site...Since Srpt24TH When We Returned From Nightmare...no need to repeat complaints..one note...not ada friendly ..i asked for a wheel chair sure charged me $40,00..checked in 9/17/22 out 9/24/22LONGEST WEEK .EVER step up to the plate make it right.for party of 7----fyi i work in travel industry---will be cautious abt booking anybody to riu properities

Desired outcome: Compensated to have different riu TRIP.....

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9:22 pm EDT

RIU Hotels & Resorts Riu tropical bay negril, jamaica

My wife and I arrived on Sat. Oct. 8 for a week of relaxing and enjoyment at Riu Tropical Bay. Well, we were surprised. You have four restaurants with first come first serve plus the buffet. There were never more than 2 restaurants open per evening and the service was way below avg. The two hour wait in the french restaurant was terrible. After two hours I was served a steak ordered med. that was still moooooooooing. The most disappointing dinner evening. We paid for dinners, lunch and premium alcohol. Your alcohol beverage were the worst. When you are a vodka drinker and the best you can do is Smernoff Vodka, I thought I was back in college drinking poor, cheap Semrnoff. I was very much disappointing by the alcohol selection for a supposedly 5 stare hotel. I would say more like a 2-3 star. The buffet never changed for breakfast and lunch, always the same thing as yesterday. I do have to say, the buffet was are only saving grace for eating decant. The people in the buffet did the best they could and were very nice and happy to serve. The restaurants could use much improvement with food, service, and server attitude. Can't blam them with the operations being so out of wake.

I really would like to request 50% refund on our stay because we absolutely did not see the value for what we paid.

They amount of drugs being sold in front of your hotel everyday became very very annoying. 8:00 am until dark I bet I was ask to buy drugs dozen times a day. You have security on the beach make them do their job. Tell the drug salesman to keep moving. stay out of my face when trying to relax and enjoy ourselves.

I could go on, but overall I will never return to Riu Tropical Bay Negril.

That was my second time and last time.

Love the beach and the grounds people do a wonderful job. The [censored] about how the management take all the money and pay them peanuts a day. Their work is very well appreciated. The beach looked wonderful ever morning.

Desired outcome: 50% hotel refund, only fair for not receiving what we paid for.

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2:22 pm EDT

RIU Hotels & Resorts Customer service kulinarium, riu palace peninsula, cancun

On Saturday 15 October 2022 my wife and I went to the Kulinarium restaurant for dinner. This was our third day at Riu Palace Peninsula in Cancun and the third restaurant we tried on our stay. Firstly, we received rude treatment by our waiter. My wife asked about the appetizer and he kept saying," It's coming, It's coming" very irritated and abrupt. He could have said that everyone gets the appetizer and what it is instead of being irritated and short with my wife. Secondly, the entre that my wife received, duck, was inedible, tough, overcooked, bland. Very few people there and disappointing.

We had a fabulous stay at Riu with many wonderful staff to assist us. Number one was Melissa at the front desk who always pleasant and very helpful and ready to assist. She did excellent service recovery. Alex at the door was a pleasure to meet and greeted us with a warm smile and took care of our luggage. Freddy our porter did a wonderful job transferring our things to our junior suite up the stairs with a smile. Of course I can't forget to mention the many wonderful servers in the Las Olas main restaurant.

Thank you

Desired outcome: I want the Kulinarium to be better than the other restaurants. The menu, service, and selections was not. You could see that the attendance was very low compared to others. The main restaurant outshines it.

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7:10 pm EDT

RIU Hotels & Resorts Hotel accommodation and service

Good morning

I would like to make a complaint about the experience my family and I have had at the Riu Caribe.

The reported allergens before our arrival were not dealt with in a safe and effective manner, until my daughter was taken sick with contamination even after informing staff of her allergen.

I must admit that since the upset caused, staff have been wonderful. In particular Lorenzo, Miguel and Alfonzo.

We are disappointed with the room upgrade we paid extra for. My friend has left the hotel and got another room in alternative accommodation due to level of service here.

Upon arrival the air conditioning was not working. We were disturbed late in the evening for somebody to try and fix it and several times the morning after.

The room also smelled appalling the first night too, which I am sure had something to do with the air conditioning.

A day later the fridge broke. It was repaired but then became very noisy so the fridge was then replaced. Another day goes by. This fridge is now leaking and still has a broken shelf. All the foods we have purchased for allergies as you couldn’t provide, are ruined. Waste of money.

The roof began to leak late Tuesday evening also.

It has since been looked at. Maintenance have left water and dirty footprints on floor which is health and safety hazard and fixed the leak by placing towels on the floor. It has been reported but two hours later a cleaner still hasn’t come to clean it up.

We are currently sat watching a maintenance man on a ladder trying to find the source of the second leak which seems to be the air conditioning again.

I have been on the phone for almost an hour (including on hold) to the staff in reception and been advised they can downgrade me to alternate room on our last day but no refund for the loss of our last day, no refund for an upgrade on the room and lack of fridge or air conditioning or loss of food purchased that was ruined by the fridge breaking. No compensation for daughter becoming sick from allergy poisoning after wrong information from trained catering staff was given about a product.

This is disgusting service and will be reported to abta and atol and trading standards.

.

As you can imagine. We book into a five star hotel we expect five star experience. This

has not been five star and as a family feel let down by Riu.

We also paid extra for a room upgrade and I do not believe this is the level of service you would expect with that also.

I thought you may appreciate the feedback and we will be also reaching out to Riu head office to give our feedback.

Regards

Leanne Tipton

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8:26 am EDT
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RIU Hotels & Resorts Punta cana riu republica

Arrived 9/17/22 for a week from h*l... Given keys to room still unserviced... Walk back to front desk no easy tasks as property huge and being disabled difficult to walk distance which was stated in reservation by apple-agl vacations... The service of hotel staff was rude/not to mention the lies told to me... It was 4 days to get my room serviced... When I was finally able to get front desk by phone said noone available to service room... Of course... I called at 4pm.. The food was at best fair in quality — only lukewarm, buffet same day after day... The restaurant staff were the only saving grace for this property... Well groomed-attentive-friendly.. The resort dancers were also great emtertainment. Ive worked in travel industry since 1998. So have traveled extensively so stay at the best and the the worse... This property at best is 1 star I hope the othe riu properties are better. Cant be any worse. For sure.. I stayed at riu paradise island bahamas 1994 was great but it was paradise island funclub then... Now that its a riu I would b hesitant to sell this property... Oh well I believe I made my point... I am going to contact apple vaxations of the awful stay-hotel not a 4 star as stated on website.

Desired outcome: a voucher for our party of 7 guests to try another riu of our choice..ie bahamas

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Update by lanie---allen
Sep 29, 2022 9:10 am EDT

party of 7 arrived 9/17/22from check in went downhil fast...was told they were not prepared ...for amount of check ins ..hard to believe... resorts are well informed of incoming/outgoing well in advance..i needed a handicapped told to come back in 2-3 days...maybe then yet my request wasin via apple vacations...then was charged 40.00 for wheelchair use...i have worked in travel industry since 1998 so this is not my first rodeo..4 days without room cleaning not even garbage or clean towel...one couple in our party spotted cockroach due to nonservice of cleaning...have been to many resorts some great some not so...such as this riu republica..punta cana..at best 1-2 sta rin my opinion..the food buffet was strictly lukewarm on good days..little change in choices---just how many salads can one consume?on the positive the dining staff went above/beyond attentive---- friendly well groomed...the staff dancers entertainmentwere as well amazing.pools weere nice...in closing i will find hardship in selling riu resorts...to travel clients...i must be honest...i love my job and dont want enemies for suggesting riu resorts ..on the other side i would hope to believe that ur other rius are better...therefore i believe a return voucher to different riu ...to experience the true riu claim to be ...thank you in advance for anticated time/cooperation for this unfortunate experience to a travel industry partner.

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8:40 am EDT
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RIU Hotels & Resorts Room

I reserved the vacation on Cheap Caribbean, asked for 2 beds and an ocean view room. When we got there we were given a king bed so I asked for another bed arrangement and was told request were not guaranteed so I had to wait an hour and complain until another agent got a room with 2 beds that we had to separate ourselves and had a view of a tree and when I asked about the ocean view I was told my room doesn't have it because I should have asked for ocean front. Then the sheets were dirty and had to ask for someone to come change the sheets. Then the safe wasn't working and I to call the front so someone could fix it. Then the coffee maker had to be replaced, then the toilet clogged, only one outlet in the room worked properly. This was my first time at the Rui Resort and I had a bad experience. I feel like I was put in a room that should have been put out of service. This resort needs a makeover and the food could be more authentic to Jamaican food and the wording for ocean view and ocean front needs to be made clear.

Desired outcome: I won't be returning to your Resorts. All around improvements are needed

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2:58 pm EDT

RIU Hotels & Resorts Mala actitud del personal de recepción, proceder no profesional

Estoy hospedada en este hotel Riu Vallarta, el personal de recepción no tiene profesionalismo. Fui a la alberca deje mi toalla; como todo el tiempo para asegurar mi lugar. En lo que fui por una bebida, la toalla desapareció. Se me oriento ir a recepción. Me presente y le describí lo sucedido a la recepcionista. Me dijo q los camastros no se apartan. Somos personas educadas tengo una maestría en educacion y ciudadana americana.

Todos mis contactos, les informaré del mal servicio

Desired outcome: Resolver

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3:06 pm EDT
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RIU Hotels & Resorts Hotel checkin

We arrived at 10.30 on the 10th sept (today) for 5 nights. Weve spent our first day sat in reception because of some mix up with our room. They will not let us check in until 4, which i understand is policy but many people have checked in whilst we have been sat here for 5 hrs now. Our ref number is HTBOBC93. I have been a riu customer for many years and this is appauling, ive spent copious amount of time ringing the UK from my mobile to be told every thing is fine at there end its the hotel.

1day out of 5 Spent in the Lobby.

A late complementary check out is the least you could provide us with at the moment

Mrs Butcher

Riu Plaza Miami Beach

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9:48 pm EDT
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RIU Hotels & Resorts Receptionist, junior suite 3236, double rooms 3115;& 3116, bed linen and towels changed once during our stay.

74 The Woodlands

Southgate

London

N14 5RX

Club Rui Hotel. Negril.

Dates: 31.07.22 - 10.08.222

Subject: Complaint Letter Terrible Customer Service

This is to bring to the kind attention that we were extremely disappointed with the Customer Service provided by a member of staff at the club Rui Hotel on Wednesday 3rd August 2022, between 21.30 - 22.00pm.

On that night my husband fated at the entrance of block 3236, his legs slowly gave way, I held him up before he actually touch the ground, it was a great effort taking him up the stairs to the 3rd floor. When we arrived at the front door the card/ Key was not working once again. My husband was in a bad condition unable to stand sweating buckets weak and dizzy. I called my son to contact reception for a member of staff to open my door, he replied back stating they are unable to send someone, because the guest in room need to bring proof of identity to the front desk to activate the card. A neighbour came out to help me, she lent me her chair for my husband to be seated. She also called reception, no luck, she also was told no member of staff can open my door, the guest in room need to go to reception and activate they card.

So I left my husband comfortable seated in the chair in which my neighbour gave me and ran to the reception desk. I approached a receptionist, I asked the receptionist “did you receive two calls concerning 3236, requesting a member of staff to open door due the card not working, she said no. I asked her nicely to activate my card because my husband fainted and I need to return back to the room as quick as possible to attend to him, as I am a District Nurse. The receptionist slowly walked over to a phone, I asked her numerous times please activate my card, she replied I’m calling the nurse, I replied why, at this time she was on the phone, I heard her rudely say in patios to the nurse “I don’t know what she is talking about she is not talking no sense” I gave a her a disappointed and stern look, then said “I do know what you’ve just said, I understand patios “and instructed her once again to activate my card in which she finally done. The young lady had no listenings or urgency skills.

When I arrived back to the room a security guy turn up, he was very pleasant, he offered to get my husband a lucazade to get the oxygen moving, then the nurse turned up shortly with a security guard. I discussed his medical condition and stated I did not request a nurse, they were both very helpful and concern, I just asked for some electrolytes in which she gave me, I was extremely grateful. My husband felt better shortly after drinking the electrolytes.

I believe the young lady (Receptionist) at Customer Service should attend a Customers Service training day. She shown no empathy, not at all helpful, no listening skills, very rude and laid back.

A couple of days during my stay, I asked the receptionist, if we could please moved to another room nearer to the reception area because off the walking distance, I have a problem with my left knee and my husband was suffering from long term side affects from COVID. A receptionist did say yes, but we would continue paying the same amount of money as the junior suite which was a difference of $60 a night. We said no thank you, paying the price for a junior suite and we were going to be moved to a double room.

The junior suite (3236) we stayed in had so many faults, please see list stated below and inspect the Junior Suite. It definitely not value for money.

Air conditioner temperature could not be lower to a colder temperature, stuck above 20 degrees centigrade.

First night we were bitten numerous times by mosquitoes.

No ironing board in room on arrival.

No extra pillows or blanket in room, it was chilly the first night requested a second sheet as we only had one sheet to cover with. 3 pillows available requested an extra pillow, two for me and two for my husband because I’m unable to sleep on one pillow.

Right light switch in bedroom that operate hall lights faulty.

Wardrobe door on the right very stiff to slide open.

Safe door unable to close.

Fussy TV in Room

Front door sticking, tiles uneven difficult to open and close door

Deck chair on balcony broken, unable to stay upright lean backwards

Wardrobe door on right very stiff and difficult to slide open and close: index finger force back, also broke finger nail which was painful trying to open wardrobe.

Keys for door declined, activate x4

2nd and 4th draw down, under tv on right side broken.

My sons room 3116 and 3115 was not cleaned once throughout is duration of stay, it was cleaned on the 7th August 2022, bed linen changed and mini bar refilled for the first time I believe.

I want to encourage you to improve your customer service by sending the young lady on a Customer Service Training to gain knowledge and experience how to speak to guess. I’ve always had a positive impression of the Riu, my family and I have stayed there numerous times on vacation in Jamaica. My impression Is totally ruined now.

I hope you agree with me that this type of service and room conditions is completely unacceptable. It is not the kind of treatment I would expected from in 5 star hotel and the terrible condition in Junior Suite. I am extremely disappointed from this bitter experience.

I would like to hear your thoughts about my complaint and the steps that you are willing to take to prevent such incident occurring in the future, also compensation for the Junior Suite with so many faults.

Yours faithfully

Mr David Solomon

Mrs Antia Solomon

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10:41 pm EDT
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RIU Hotels & Resorts Refund

Hello my name is Twanda Malcolm, I booked a hotel through Priceline for the Riu Negril starting 06/10 -06/15. The reservation number is [protected]. I called Priceline on 06/06/2022 and informed them to cancel the reservation because my passport was not going to arrive in time. They advised me they reached out to you but you never replied and never cancelled the reservation. I can't understand why you cant' return this money to $1161.10 to Affirm.

I got a loan from Affirm and they want to have their money. I can't understand a big corporation like yourself would want to keep money that don't belong to you

Desired outcome: Please refund the $1161.10 to Priceline so they can refund the money to Affirm.

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8:11 pm EDT
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RIU Hotels & Resorts Robo de pertenencias en la zona playa del riu cancún

Siendo las 5 45 pm me sustrajeron mis pertenencias, fui a pedir una solución ami caso y la srta encargada me dijo que ese lugar no le pertenece al hotel, en todos los casos, deberian de poner letreros que estando en la playa del mismo lugar del hotel no es su responsabilidad, esto me genera una molestia por partedel hotel siendo 5 estrellas, deberian de cuidar de sus clientes

Desired outcome: Agradecería un a respuesta ,razonable al caso

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5:17 pm EDT
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RIU Hotels & Resorts RIU TIKIDA DUNAS - Customer Service

I’m currently at RIU TIKIDA DUNAS and I am completely disappointed about the customer service.

Booking number: WCR12U88

We arrived at 16h20, and it took 45 min to get our room, not because they were many people but because the room, which is supposed to be ready ‘from 3pm because customer are leaving at 11am, wasn’t yet ready!

Then, when arrived at the room, which is supposed to be beach view, it was more pool view than beach view! But the big issue wasn’t yet this…

At the arrival to our ‘beach view room’, we saw that there was a toilet issue and make a kind complaint to the reception.

Two hours later, here come two guys to fix it. It was 7:30pm. At 20:20, they were still there and they completely disassembled the bidet (see pictures), and after me asking about how long it will take to fix it (because my family and I wasn’t waiting to go take dinner and start enjoying our ‘wonderful RIU’ stay, they assumed that it will take a long time.

I immediately called the reception and asked to change the room… which they approved few minutes later BUT without any apology!

Between the receptionist who send us the luggage handler without the room card… and this same luggage handler who claims that our luggage wasn’t ready and was disrespectful… this stay has nothing to do with the promise to have fun at RIU. You should be ashamed of the customer service.

I will share my review on every single website to let people know how you take care of your customers!

And I will send this email until I get an answer about how you will improve your customer service!

Best regards

Sahar Hassanine

Desired outcome: Apologies- Improving customer service

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J
6:37 pm EDT

RIU Hotels & Resorts complimentary voucher

hello, my name is Janie Landeros

I visited rui los cabos for a birthday in 2020 i received a complimentary voucher for a three night stay and i was never able to book them. I emailed numerous times and nobody ever got back to me. can someone help out with this . my voucher number is 0-5W2D2 . it had an experation day of 12/29/2021. but I have not have any luck with a response. my email address is [protected]@yahoo.com and my phone number is [protected].

Desired outcome: would like to book my nights in rui cancun or los cabos 11/10 - 11/14/2022

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M
4:56 pm EDT

RIU Hotels & Resorts Riu Santa Fe Cabo San Lucas

We recently stayed at Rui Santa Fe in Cabo San Lucas. July 27- August 2

I have to say that we have stayed at many other resorts and this place needs to take a little more pride in their hotel and truly research and practice great customer service or go the extra mile to make a lasting impression for the right reasons. We arrived pretty late (11:30pm.ish) with our elderly mother and we had to carry all of our luggage from the front after off loading the taxi to our villa (8). “All inclusive” at previous resorts meant zero inconveniences. This was a major issue especially for our children and mother.

The Riu Santa has no elevators where we were and being our first time in Cabo this should have been anticipated and made more convenient by having a bell boy assist us in navigating the map 🗺 at night plus the 4 flights of stairs.

At this point I kept an open mind because the next day would be the first day of our hard earned vacation. The vacation was booked in advance and the rooms were reserved with double beds and to my surprise there was only one king size bed. I called the front desk and was advised that there was no other double rooms available for that night and was assured that the next morning I would be moved to a room with double beds meanwhile they would send a mattress for the night. Not knowing that the same mattress they issued us was left out and exposed without and chemical treatment or sanitation. If I would have known beforehand how they treated the mattress I would have never agreed. To think that my kids and I slept on that mattress. I was there plenty at nights and I saw that mattress outside of the hall ways several nights in a row. No protective cover no hygiene. Surely the hotel has has plenty of experience in guest services and fixing or addressing known occurrences. The mattress was dragged around as needed because I saw it with my own eyes. The hall way was open there was ants roaches fly’s lizards and god only knows what else. Little did I know this was only the beginning. Next day we get up my priority was to get the room and bed situation straightened out so we had to delay our days events. Then I go to the front desk and I was told that they couldn’t move me rooms since changes on the system have to be made a day in advance. How were we supposed to know we weren’t gonna get a double bed? We were told by the front desk clerk that this issue would be addressed first thing and to our surprise the clerk went home without ANY notification to us nor did we get assurances. I’m the morning we were told there was a glitch yet this wasn’t communicated in a timely manner and in fact we had to go find out on our own.

I understand the system glitch but there has to be a way to move me rooms and then manually edit take pride in hospitality. Both front desk clerks looked around and without a care in the world told me it was impossible. I explained to them that my activities for that day had already been pushed back because I wanted to fix this first. They still didn’t seem to get nor care that people fly from all over the world with the hotels reputation on the line. I thought that was the end to my problems. I was wrong! After that issues was unresolved this prevented us from making it to eat on time because we went to try and have breakfast but the restaurant was already closed. So we had to wait a bit for another one to open.

We were hungry and just wanted the nightmare to end. As we were getting drinks the reused plastic cups had a distinctive smell of mildew which everyone in the line noticed. People were having to rinse out these cups. The smell was so bad That my daughter drank out of it and gagged. I smelled the cups and they smelled disgusting. Like if something rotted inside but it was the smell when they are wet and stacked without drying. The recommendation they gave us was to buy our own cups. This is from staff who knows this is a continuous problem. From there on we bought our own cups and refilled them when we wanted to drink. But the drinks are also either watered down or something is going on because they tasted very bland and at some point I don’t think the the alcohol beverages had any alcohol at all. Subsequently we decided to drink water and began to look forward and hope for a better “next day”. On the way to the beach near the rear kitchen doors down the main walk way there was a horrible smell of rotten food coming from the kitchen doors, drains near the towel collection point. The drains or maintenance areas for restaurants are also not up to par as in not cleaned our regularly. When you are walking towards the beach there is a walk way that you must pass through, that hall way is also in the way of a service door to kitchen for one of the restaurants. It has a foul rotting disgusting odor. If it wasn’t for that smell that area would be beautiful and enticing.

The towel system in place for the pool towels is terrible. I had to trade in keys for towels and then babysit the towel because if you lose that towel you wont get your key back and it will cost you money and time to replace it. (this is while on vacation). For the first time I had felt like we had to make the hospitality employees’ job easy. It was like we were there for their convenience.

The cleanliness in the restaurants is also lacking. They don’t have air-conditioning therefore there were flies and it was uncomfortable to enjoy your meals. I saw dead flies in syrup One night we went to the Asian restaurant when we arrived the restaurant has a waiting list that I thought ok the food is going to be good. To my surprise when I looked inside there was empty tables. Why they were making us wait was beyond me. When we would ask the host he would reply you’ll get called when you get called. Very rude. Then when we got seated it turns out it is also a buffet and the food looked old and it did not taste good at all. All of us ended up not eating and ended up eating the tacos that were served every night outside (those were the best part of all my stay).

The last of my complaints but I could go on longer was the shuttle service. I had to confirm that I was checking out two days prior in order to schedule my transportation. I thought this was ironic since they have my reservation. So needless to say I had to look for my own transportation and pay for it. The clerk offered no other solutions other than we had to read the fine print as to say we should have known. All inclusive means just that. Do you all have a quality control program that address previous complaints?

I was very disappointed with this resort. Before booking I had read all kind of ugly reviews but thought this surely must have already been taken care of and I’m sure it will be better. We know what to expect because we get what we pay for and we paid a lot. A little more consideration for people who have worked hard and have all the expectations of a great of stay, one would think that pride by the Riu staff would be more obvious. Customer service and hospitality was non existent for most of our stay.

The best thing I can say is that we were all Disappointed! I will never recommend this place to anyone.

Desired outcome: I would like to hear from Riu corporate and would like to see how this is going to be fixed and a refund. I put my family through a a lot with this and they were very disappointed and dissatisfied

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About RIU Hotels & Resorts

Screenshot RIU Hotels & Resorts
RIU Hotels & Resorts offers a range of hospitality services, including accommodation, dining, and leisure activities. With properties in various international locations, they cater to both vacationers and business travelers. Their facilities typically include pools, spas, and conference rooms, aiming to provide a comfortable stay for guests.
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Overview of RIU Hotels & Resorts complaint handling

RIU Hotels & Resorts reviews first appeared on Complaints Board on Oct 21, 2007. The latest review Iris, front desk, poor customer relations was posted on Oct 3, 2024. The latest complaint hotel complaints was resolved on Apr 12, 2018. RIU Hotels & Resorts has an average consumer rating of 1 stars from 494 reviews. RIU Hotels & Resorts has resolved 21 complaints.
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    More phone numbers
  3. RIU Hotels & Resorts emails
  4. RIU Hotels & Resorts address
    C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain
  5. RIU Hotels & Resorts social media
  6. Jenny
    Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Oct 10, 2024
RIU Hotels & Resorts Category
RIU Hotels & Resorts is ranked 5 among 115 companies in the Hotels and Accommodations category

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