CB Hotels and Accommodations RIU Hotels & Resorts Hotel riu palace paradise island room, service, charges & facilities maintenance

RIU Hotels & Resorts review: Hotel riu palace paradise island room, service, charges & facilities maintenance

Amy Schatzman of US

May 06, 2025 5:27 pm EDT

Verified customer

Featured review

We paid for a Superior Room with an Ocean View. We were told by customer service in bookings via phone on several occasions that this is a good room with an ocean view. We ended up with a Regular Room with a view of the parking lot and pool (14th Floor). After 2 hours of back and forth with the hotel manager at the hotel, they agreed to let us move to another room but we had to pay $600 extra to get another room. Even this room had a view of the roof. (2nd Floor). The two pools had food and scum in them, and the pool pump was not working right so one pool had to be closed down while we were there. I was told by the Office Manager that this was the second time the pool pump was broken in two weeks. There were chicken bones and hot dogs in both of the pools. People should not be allowed to eat food in or around the pool. The people working there were not friendly and were rude to us. They did not smile, were not happy and we felt ignored especially when it involved cruise ship guests and they paid more attention to their fellow workers than to their hotel guests. They should not serve the cruise ship excursion guests before their hotel paid staying guests. The entertainment was a joke having the same group of people performing all week. The venues should change to different entertainers each night. The music and entertainment in the bar was so loud at night our ears were ringing and we could not stay long and could not hear afterwards. Only rap music with racial slurs was played with no sense of being in the Bahamas. Cultural Bahaman music should be played not rap crap. The hotel itself was run down. There was rusted pipes coming through the walls of the pool. The hotel rooms smelled like mildew and the room thermostats did not allow adjustments. Guests should be able to adjust the temperature. All we could do is turn the thermostat off and on. The room safes are on the floor. You should not have to roll down on the floor to get to the safe. This is not a good set up for adults especially those with disabilities. This was the first RIU hotel we have been to and Riu Palace Paradise Island Bahamas is a poor example and bad reputation of what RIU adult only hotels 5 star proclaims to be. We would like to receive back the money we paid for upgrade of $600.

Claimed loss: I should ask for a full refund of $4,000 based on all the circumstances above. $600.00 minimum is what I expect as I should not have had to pay for an upgrade.

Desired outcome: Please refund $600 or more and I would appreciate a response.

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complaints@riu.com

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Support

ilacosta@riu.com

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palace.pacifico@riu.com

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C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain

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