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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
