RIU Hotels & Resorts
reviews and complaints

On July 29, 2017 my girlfriends and I stayed at the Riu Palace in Punta Cana. Upon arrival, we tried to check in (about 12 o'clock) because we had switched to an earlier flight being told we would be able to check in. When we got up to the desk, the gentleman took all of our info, opened a map and said, "your room is over here, it is a terrible view, but for a small charge we can get you a better view" we decided we weren't going to be hanging out in the hotel room so we did not care about a view. After telling him we were not interested in the upgrade, he told us we could not check in until 3. So we decided to get something to eat at the buffet. Unfortunately the buffet was not open yet so we had to take our luggage and walk around the resort until some where with food opened up. We go back at 3 to check in and we go to our room (with no help to find it). After unpacking our bags we went to turn down the airconditioner because it was very warm in the room. It did not work. The view was of the roof off to the side. We then went to put our stuff in the safe and the safe was broken. We called and asked them to repair our safe. He told us he would be up in a minute. Almost two hours later still no one came, so we decided to see if we could still switch to a different room. They told us it was $150- which we ended up paying because we needed a safe. The front desk attendant got us a new room. We asked if we should come to the desk to pay and he said no. We gave him the money, and he put it in his pocket once we got to the room. There was no transaction (which at the time didn't think anything of) but we realized it could affect our check out. Now, we wasted our entire first day because we went to the pool at 615 and it closed at 7! That is something that should be advertised because we specifically booked this resort due to the swim up bar, but had to use it before 7! I wish the complaints stopped here. The food at this resort was absolutely horrendous. We walked out of 2 of the restaurants due to it being inedible. Not only that, but even the buffet wasn't anything to rave about, which is fine because you don't expect much from a buffet. On our 3rd day there, we met a couple with children and were talking about our experience here, turns out that they put this couple in the same room the originally put us in, and charged them the same thing for the upgrade. Is this a ghost room that is used to get your guests to upgrade? Our last night there, we hear a knock on our door at about 1030 pm, we open it and it is housekeeping. Why is housekeeping coming so late? It was very strange. After this experience, I do not think I will every stay at a Riu resort ever again, and after talking to many people about it, they will not either. I do not feel like I got my moneys worth at all, and to me - this entire trip was a waste of money.

I have recently returned from my family holiday staying at the Riu Sri Lanka. Upon arrival i was very pleased with the standard of accommodation and facilities offered at the Riu. Having stayed at a Riu hotel in the Dominican Republic on a previous holiday I decided to book the Riu in Sri Lanka. I particularly enjoyed the choice of dinning options including the a la cart restaurants. I booked my hotel direct with Riu having visited the website. The choice of restaurants stated on the website was two buffet, Italian, Asian and Steak restaurants. I travelled with my Husband, Daughter and my Son, this was a special celebration for my Sons 21st Birthday and his graduation. On my first day Monday 21st August i tried to book a table for one of the a la cart restaurant and was told it was full and the next available day to book would be Tuesday 22nd August in the Italian and none of the a la cart restaurants would not be open until our last night which was 27th August. I booked for the Asian restaurant for that evening. I was extremely disappointed with the lack of choice of restaurants for five of our seven days we had to dine in the buffet restaurant three times a day, which became very monotonous and boring. I complained to the restaurant manager and was told this is due to the amount of Sir Lankan people staying at the hotel. The hotel was very busy towards the weekend and the queues were horrendous at every meal time. I am angry at the lack of dinning choices a big part of my holiday is dressing for dinner and being served in a a la cart restaurant. If I would have known this I would not have paid nearly £1.900 to eat in a self service overcrowded and noisy buffet restaurant 19 times. I feel i would not stay or recommend a RIu hotel again and was very disappointed with the overall dinning experience.

Reservation ID RNT28DF0. Booking for 2 rooms, New York Times Square, 18-25 August 2017.

I made a booking on 30th March 2017 for 2 rooms at this hotel. I paid via a debit card for the rooms at the time of booking, so RIU had full payment for the rooms and there was no outstanding amount to settle. I received an invoice confirming that the rooms had been fully paid for.

The total amount for the rooms was USD 3, 008.86 with an additional facility fee to be paid at the hotel of USD 182.92. In March, this equated to a cost to me of £2412.07 (minus the facility fee). I also incurred bank charges of £72.12 for the international transaction.

My debit card expired shortly before arriving at the hotel and my bank had issued me with a replacement. When I arrived at check-in, the hotel demanded the original debit card, even though I explained that it had expired and I presented them with the valid debit card for the same account. Plus a credit card to cover any additional expenses incurred at the hotel during our stay. Plus a passport to confirm my identity. Plus the rooms had been paid for in March.

After travelling for 12 hours from the UK, imagine my surprise, disappointment and upset to then be told that my reservation had to be cancelled as I did not have the original debit card. (Your conditions by the way state that the credit card should be presented - but I did not make the booking with a credit card). The desk told me I had to re-book there and then the same rooms and pay for them using a different card. I would not be refunded for my original payment until 6 days later. Fortunately, I had enough credit on a credit card to cover the booking and I was forced to make another payment and another booking. Otherwise, what would have happened? And I repeat again, the rooms were already paid for and RIU had had the payment for them since March. As you can imagine, this was very distressing and not the reception or customer service I would expect from RIU.

Since I have returned, I have now received a credit card bill. I have been charged £2, 498.41 and additional bank charges of £ 68.71. This did include the facility fee of £150 (USD 182).

The refund I eventually received of the original payment was £2, 329.25. This therefore means that, with the additional second payment and associated additional bank charges, that we are out of pocket by £237.87 -
or £87.87 if you minus the facility fee. I am therefore requesting that you reimburse us with at least the £87.87 as soon as possible. We should not be out of pocket. We paid for the room back in March and should not have had to incur this additional expense. The actions of the hotel were unreasonable given the circumstances.

I would also like to note the local additional facility fee is also an additional tax effectively. All we received for this was one bottle of water per room on the day we arrived and that was it. Plus access to the business centre. This is not worth £150... we could at least have had a bottle each day...

I would finally like to add that we have been a good customer of RIU over the years, staying in many of your hotels. I don't however think we will be so keen to stay in one next time...

I have emails and invoices if you need them

Sally Kendall
[protected]@gmail.com

I started thinking maybe a 3-star property. But after our first day, I was down to 2 stars than 1 star but I could not do that because the propriety itself is nice could be better but nice. We have been to nine All Inclusive properties. Five in the Cancun area and Four at various location in the Dominican Republic. All five in Mexico had better service, The RIU has the worst service out of all of them by far! If you never been to an all inclusive you will be wowed. However, we have been to eight before this and a few of the best so we were not wowed even a little bit. Most resorts the workers speak some English this resort had very few that understood any English. Good thing my wife speaks fluent Spanish.
I will very honest with my review. This is the longest one I ever wrote. First, let me say do not panic if you booked this resort already just keep what I am telling you in mind be prepared and speak up.
SERVICE like I said the service is the worst I have ever experienced.
The front desk: They are rude and useless in many ways. We need new room keys 6 times because they stopped working, each time they blamed us for either swimming in the water with them or putting them next to our phones. Really? Both of us 6 times? When I told them that no one was restocking the mini bar. They come around every other day I knew that but each time I had to go to the front desk and tell them no one came around. They accused us of putting the do not disturb sign up which I told them we do not even have one! Each time the mini bar guy came up (after going to the front desk) we gave him $5 all 3 times they almost left the whole cart! When I complained about the service to a manager his only response was we will note that.
The waiter's and waitresses were also horrible. 50% of the times they never even got us a drink 80% of the time they never got us a refill we just did it ourselves. And we ALWAYS tip. Also many times they did not remove the dirty dishes so I just put them on another table, Maybe that is not right but I was getting pissed off.
The only restaurant we got good service at was the Steakhouse (see more later)
One time we ordered 2 Pepsi lite (diet Pepsi) we received 2 beers! On and on this went.
The bartenders were good (We do not drink any alcohol so I can not tell you about the drinks quality)
Here and there we got good service.
The maid we had her service was great no complaints at all. The room was always clean and fresh.
FOOD
The steakhouse is the best place. Best service and the food is really good. That was our go to place.
Italian restaurant you need to get there by 8 or you may have to wait. I would not really call it Italian food at all, the service was bad you could wait all day for your drink unless you get forceful, which you do not want to be like that on vacation.
Buffet the food does not label the food well. Which you may not think is a big deal unless like my wife you are allergic to shell fish, then it is a big deal. The food is average at best. Same food every night and as I said the service is terrible.
We did not try the other restaurants.
Best hint: For lunch go to the out side seats and look for the grill by it self back by the steak house. Fresh food will cook it for you fewer lines way better than the food at the buffet.
24-hour sports bar do not eat the food! They only have sports fox sport. All I ever saw was WWF wrestling and soccer and off road racing some baseball scores. Your better off taking a snack out of the buffet for later.
SHOPPING
We went to 3 places. 1 was offered my Apple Vacations it is billed as a souvenir place that makes cigars and rum. The transportation there is free you just tip the driver. But once you get off they try to hook you up with a guide who wants a tip, who will take you to the cigar making and rum making and each place want's a tip. There is also the chocolate making. For only $30 you can make your own 4-ounce candy bar! The souvenir place is a tourist trap with over priced merchandise.
They also run a bus to the San Juan Plaza. It was free now it is $6 each person round trip plus tips. When you get there you have to go to 3 stations and get your ticket stamped. (At least you did when it was free) It is a waste there is nothing authentic about it at all. They had a handbag that my wife paid $5 for in Jarabacoa D.R they want $85. The third and best options were like a flea market just a few minutes from the hotel. You need to get the hotel to call and they will pick you up and take you there for free just tip the driver. This place is more authentic. They will all chase you down and most stores have the same things. Make sure you negotiate the price with them you should be able to cut most prices in half.
PROPERTY
The property is nice there are 3 pools 1 is for partying the other 2 are quieter. They are all nice 2 of them have bars and plenty of chairs.
You will be given towel cards do not lose them! You might want to save your towel so you can get a good place on beach or pool people are down there by 7 am reserving the best spots. Once our towel was stolen. There are plenty of chairs
The beach has a lot of sea weed. Every morning they rake it and dig a hole and bury it right in front of you! The sea is very rough I would not go far out at all unless you are a decent swimmer even then the undertow is very strong. One guy almost drowned there are no life guards. There is so much seaweed my bathing suit pockets were filled with it!
The room was okay. Smelled a little bit we always bring air freshener. The bathroom is a decent size double sink and the shower is nice you do have a balcony. There is only one receptacle in the living room/ bedroom bring a power cord. There are also two USB ports next to the beds. The TV has about 15 English channels including ABC, NBC, FOX, CNN, TBS and a few others. To me, the bed was not comfortable but my wife was okay with it. The pillows are very tiny and not very good. There is a coffee maker and hair dryer.
Our room was over the theater it was not that bad some noise. Construction really does not interfere with anything.
Wifi is great you can get it everywhere but the beach can not complain about that at all.
SPA AND FITNESS
No one tells you but there is a men and women's locker room at the spa you can use for free there is Sauna and shower in the room two co-ed pools one warm another cold they are small and you can watch people walk to their rooms. However, the Spa services are hit and miss. My wife went for a 60-minute pedicure that was 45 minute by a women who said she has never been trained she learned by watching and you could tell. I got an 80-minute massage that maybe 65 minutes and I wanted a Lomi Lomi she gave me a Swedish even though I told her. $145 it cost I was mad complained they got another girl to give me another 25 minutes of Lomi Lomi she was good I went back to her.
The fitness room is small it can get crowded. It was very hot in there and a few times there was no towels. There is some cardio equipment a few free weights and some universal machines.
ENTERTAINMENT was not so good. The best night was the game show night with the audience. Even then they embarrassed a heavy set girl to no end. The entertainment team is okay I have seen better and more personable teams before.
I know it is not the hotel's fault but there seemed to be a lot of rude people there. My advice is if you did not book yet do not book this hotel, book a resort in Mexico. If you did, go and enjoy yourself just stay on top of things. BTW they smoke everywhere, pool, restaurant, theater everywhere. Feel free to contact me with any questions.

Early this year we booked a packagage holiday for three people to riu Yucatan in Mexico. The dates were 28 June to 12 July. As we foster we paid £777.00 additional single supplement for our foster daughter to have her own room, a month before we travelled her best friend asked if she could join us on the holiday, thomson couldn't add her on to our package holiday so we independently organised the travel. When we arrived at the hotel we expected to pay the additional cost for 14 nights stay minus the £777. The hotel told us that as thomson get the supplement that they couldn't deduct the amount and charged us the full price which at the time was £1321.62 plus a credit card charge of £36.34 as they wouldn't accept the cash that we had brought. We initially paid £5396 for three of us and believe that as neither room was solely occupied we should have been refunded the supplement at the time of booking. Please refund the additional single supplement as both rooms were double occupied. We have all receipts from the hotel and are also riu members number [protected].

Currently staying at riu Montego Bay Jamaica, room 2106 which is suppose to be the family section and for 4 days into the vacation everyday about 6 times for the day the fire alarms keep going off for more than 10 mins at a time. My family and I arrive on Friday august 18, and it has been nothing else but disappointment with the food and Very poor customer service that we are currently receiving from some of the staffs, THANK GOD for the few staffs like Kayann that serves in breakfast- she is amazing and Obrian who went above and beyond to help us out, BUT the rest of the staffs are rude and don't know how to appropriately approach or speak to the guests, so many other guests I hear complaining about the meals from breakfast to dinner, the jerk hut is the only meal of the day that is deliciously satisfying and the reggae day dinner was superb, dinner at little Italy was amazing on Sunday. Everything else is terrible to taste and unpresentable to the eyes.
My husband and I went to Mexico riu Palace Las Americas last year march for 7 days and it was off the chain, we had the best time of our lives all good memories, but from the moment we got there till we leave and because of that we decided to come to Jamaica and stay at riu Montego Bay and I have so much regrets, we're checking out on 8/26/2017, if we could afford to cut our stay short and go back home we would, it's been truly unpleasant staying here and have more bad memories than good ones thus far, and have 2 more days to go. I honestly don't think I will stay at another riu again or come back to this riu Montego bay Jamaica not even if I get offered a free week.
I hate giving bad reviews and complaints but my husband and I worked so hard and sacrificed so much to save up for this vacation and have this kinda of experience for almost $6000 Canadian dollars it's hard not to complain.

I have never been any where in my life and been spoken to like a piece of trash.
Miss grizzle security manager is so rude and she does not how to speak to guests the right way.
She made me feel like trash because of the way she was speaking to me and she Really comes of aggressive and very intimidating.
Tracey house keeping manager the same problem, she comes off aggressive and intimidating also and the way i see the both of them talking to guests and there staff members is really out of order and something needs to be done.
The rui montego bay is a nice place, but some staff need to know how to talk to guest and there co workers

Hi I've just returned from a 10 night stay at the riu funana with my family we arrived on the 06/08/17 and having already stayed at riu hotels (riu tequila riu Vallarta )i was expecting a mini bar in r room with water soft drinks and local beers but we only had water in r rooms and on a couple of occasions I had to fone reception to request some bottles to be sent we were staying in rooms 8032/8048/8049 and my father in law was moved to 8114 after 5 days because of illness the whole family was subject to stomach cramps diarrhoea and vomiting I myself am still suffering with diarrhoea 2 days after arriving home when we spoke to the manager of the hotel after a week of illness we were informed we should of been staying at the riu palace which was the funana before it was renovated the dining room staff were not making people use the hand sanitizer until the illness had got a grip on the hotel the cleanliness was disgusting the waiters wer wiping the tables with dirty cloths and not using any cleaning solutions the sun loungers around the pools were dirty but the day before we left the staff started cleaning these the hotel is advertised on the Thomson holiday site as having a beach/beach bar (these are at the riu palace ) the images do not resemble the accomadation we stayed at I am totally disgusted I will be very reluctant to book any riu hotel for my future holidays I work hard to earn my money to book my holidays and therefore expect value for money and this holiday was far from that especially after being told by the manager we should of been in the palace we returned to the uk on the 17/08/17I would like to have some feedback to this complaint thank you JAMES WILLIAMS

Hi, me and my family have recently returned from a two week stay in Cape Verde at the Riu Toureg hotel. On my second day I slipped and thought I'd broken my arm. The onsite doctor you have there took me to the local clinic for an X-ray (unassisted). On return to the hotel the doctor looked at the X-ray and said I had broken my arm, stuck a needle in my backside for swelling and put a cast on me. (Arm) On return to England I went straight to the local hospital where I was told I had broken my shoulder in 3 places.
I find this totally unacceptable especially being charged 500 euros for the privilege.
My partner and I are booked into the Riu plaza n time square for Christmas this year and if I'm honest I feel aggrieved at paying any more money to you for another stay. I'd like to know your thoughts on this please.

We stayed at the Riu Santa Fe in Cabo San Lucas for a wedding in mid July. While there (we had over 60 people staying at the resort), several of us had items stolen from our rooms. For me specifically, I had $60 and a necklace stolen, and several employees in your entertainment department asked me and some of my friends to go to some bars in downtown Cabo San Lucas with them.

> > Dear Rui, > > Im writing your corporate office because I have allowed one of your hotels in Costa Rica the Palace to reach me back. I stayed at your hotel from July 18-23 this year for my wedding. I had some problems with your staff not to mention this was the first time I have every stayed with your hotel. When I go out of the USA I normally stay with the Dreams resort always treated great and a friend referred me to your hotel and she was surprised too with the problems. > > When I arrived on Tuesday July 18 to check in my wedding package included a room upgrade I had to mention it to your staff wasnt already setup. For my wedding I had a total of 8 rooms booked. Some of my guest had problems with the liquor cabinet not being clean and at least 4 bathrooms had no mat in the shower. My mother and myself in 2 different rooms fell in the shower. I inform housekeeping about the mat in my shower never received one just got tried of asking. My mother did get mat in her bathroom but the rest of her vacation she was sore from the fall. Now the other problem with my room the balcony didn't have a screen and the door didn't close all the way without you slamming it tight. My room was 3040. My wife did a trial run with makeup and the staff stated they have no African American shade of makeup. She was upset because when she spoke with the wedding planner she insured her that your staff do all ethnic groups not true. Glad my wife had guests on our trip that was able to help with makeup for our wedding day on July 20, 2017. > > My wedding day starter off great with the ceremony at 5pm on the rooftop . My dinner was in the steak house but they didn't put the shades down so the bugs was a problem first after the shades was put down 45 minutes later. Some guest meals was not cooked properly and had to be sent back and it took more then 20 minutes to return . My reception was at the coconut bar we chosen the L shape table setting for our guest. The table was set up by water and on the diagram it doesn't show water. Whoever setup the tables up you couldn't walk around a chair to get to another chair my brother fell in water on his face. The wedding planner was there when it happen and never received towels to dry him off and my guest ask for towels they never came. The sad part my guest didn't want me and my bride to know there was a problem for our special day. My brother fell before me and my bride was introduced in our reception. The manger Benny Santos was on the evening of July 20, 2017 was not helpful at all he didn't even offer my brother Maurice Ware a wheelchair. Also your staff didn't even offer medical assistance to him even if your hotel didn't offer any they still didn't give him a number to get his own assistance. The manager that evening took a report and never got back to my brother or even call his room to check on him. Not to mention my brother stayed at your hotel from July 17-24 and he did a couple spa spent over $300 also he went to the hot springs and spend well over $400 in your casino . He was treated so poorly on July 20 after he fell . We was planning as a wedding party to do an excursion couldn't because he barely could walk and was sore. On July 21, 2017 on our way to breakfast as a group me, wife, brother and sister in law stop at your front desk to get an update of last night accident we was inform the wedding planner Susan would be in after 10am. After breakfast my brother went to his room and there was a note slide under the door from the wedding planner to check on him but when we tried to call her before 1pm she was gone for the weekend. I'm upset because after we spoke with the front desk it seem a note was slide under the door and the staff knew we went to breakfast she was avoiding him just sad with the treatment. After I heard about the note and Susan was gone I request for corporate address the front desk agent couldn't provide me with the information and I requested the morning manager his name was Borja Fernandez. While speaking with the morning manager he first made it seem like he was not aware of the incident the night before when we asked for a copy he stated it was on his desk and read part of the incident not all . I was then upset because he was aware of the problem when he came in the morning and he didn't even call my brother room to check on him or to see if it was resolved. I just feel the staff didn't care and to be honest a great trip for my wedding and honeymoon turn bad because of my problems and then my brother to be hurt didn't help. Once he got back to USA he had a sprained ankle and a bruised hip and a few black and blue marks. My brother his last two day of his trip was limited by being in his room. I just wanted you to know how I was treated me and my guests my first time was not the best and to be honest maybe my last. Being married they say your first year anniversary you supposed to return back where you had your honeymoon but my place was not the best experience in Costa Rica .. Attached is the diagram you will see that one set of chairs have no space but the other chairs have space to walk around the table. Also it states no water on the diagram. > > Sincerely yours, > Room 3040 > Sameerah O'Bryant & Charae Baulkman > > > > > > > >

My wife and I have travled to Aruba twice. We chose this location because they were very good about my wife's food issue.She has Celiac disease, (no wheat products) and was assured that her dinner was safe. It was not, and she spent the night vomiting. There are no medications for this, nor any ways to ease her pain.
I worked in a restaurant for ten years as a line cook, food allergies are not something to be taken lightly.

I hate to be writing such an email but I feel you should know about the horrible experience I had at the Riu Ocho Rios. I am going to outline everything so that you are aware.

• No direction during check in process. Lines everywhere and no staff to properly direct you.
• Wi-Fi was not always available.
• Room safe was a portable lock and key which if lost costs $50. (we lost ours during a beach party and naturally had to pay to get my safe open) When on vacation who is really thinking about securing a big key?)
• No room service to order food before or after everything closed.
• Game room had pool table and several games broken therefore of no use.
• Game room situated next to casino and in bar area (not appropriate for children to be in that environment.
• Staff (most) not pleasant, it seemed as if when asked for something it was a burden.
• No visible security at all. People (locals) would wonder on the premises and used the facilities without bands.
• Sneakers left at pool side were stolen.
• Outlets blew up and damaged my iPhone.
• Air conditioning in the room not working properly.
• Transfer from airport to hotel for my parents broke down and they were stranded on the side of the road in the blistering heat with no water or air conditioning for two hours until another bus picked them up. The driver told my parents that he mentioned the issues with the van with headquarters and they ignored him.
• My mother got assaulted by a gentleman on the check in line, as again no direction from hotel staff.

• On July 29 my nephew and two sons participated in one activity set up by hotel (water polo). This sport was very aggressive and when the hotel staff saw that people were getting aggressive all they kept stating over the microphone was “oh look they are fighting”. This activity should never be allowed to play amongst strangers. It is a contact sport that will eventually and did lead to a very dangerous outcome. My nephew and a female were constantly struggling for the ball. This individual kept slapping, scratching and using foul language towards my nephew. Admittedly so, my nephew called her a name which he should not have which further escalated the issue. The family members of this girl became very aggressive and prompted a fight with my boys. (during this time people are videotaping etc., and no real security on site to help de-escalate the issue). The boyfriend of the girl who slapped and scratched my nephew pulled out a knife on both of my boys with the intent to stab them. He kept saying as his family was holding him back that “they have to die”. Myself and another guest were thrown across the pool floor by this individual as we tried to intervene and separate the parties. My mother almost had a heart attack and was forced to take a valium.

Still no real security was present. Thankfully this gentleman’s family was able to restrain him and I was able to coax my family away from the pool area onto the beach as we were told the police was called and we could not leave the area. While on the beach we had several family members taunt us from the balcony stating the “Jamaica was not for white people etc.”. I approached the hotel manager Mr. Pryce who was witness to this and could not provide my family with a safe haven. I have never felt so vulnerable in my life.

Finally about 2 hours later the police show up and question both parties separately. Meanwhile this hotel manager was pushing the other family to press charges although they had a weapon and we did not.in the end no one pressed charges but all parties involved had to leave the premises. My poor parents were distraught and we were literally left to our own devices to find housing. The hotel did suggest a hotel next door (Executive mammee bay hotel ocho rios) which they stated was nice, as I asked if it was comparable to our current lodgings. I would not let my deceased grandmother spend a night there much less myself and my children.

Luckily, we met a nice gentleman (taxi driver) who took us initially to the Executive (mind you all of this had to come out of my pocket) and stayed with us until we kept calling other hotels to find lodging. At 10:00 p. m., we finally found a hotel Shaw Park Hotel & Spa and paid $550 for us to stay the night. This hotel was a slight upgrade from the Executive but at this point we had no choice. We were all hungry, tired, stressed and frightened. The driver took us to Shaw Park Hotel, stayed with us as we check in, drove us to get dinner and then brought us back to the hotel. Again this expense out of my pocket.

We could not shower in this hotel as it did not have running water and the food presentation left much to be desired (mind you, I am not a picky eater hence my weight). I did not complain because at this point it was pointless. We just wanted to leave Jamaica as soon as possible.

This driver picked us up at noon from our hotel and drove us to the airport as I could not use the transfer we had already paid for. He took us to lunch as again the food at the Shaw Park hotel left much to be desired.

All of these expenses came out of my pocket with no regard for my family and their safety by the Riu resort. This incidence took place early on July 29, 2017 causing us a loss of a day and the amenities we paid for.

This was a nightmare from start to finish. I have never feared for the safety of my family as I did this trip and I am still sick at the thought that one of my children could have gotten killed.

I am not going to let this incident die down as I want the public to know as well as those in charge of this hotel chain. I am contemplating notifying my attorney Joseph DiBenedeto, esq. to file a suit. I want a resoltution to this matter expeditiously.

We stayed at riu ocho rio, jamiaca, July 20-29, 2017. We booked this vacation in April through AAA. We stayed in room 2318. [please note- this was our third room placed in as they were "over-booked" this week; we requested an ocean view in April at time of booking. The first room had tree foliage covering the entire view off the balcony- looking into leaves entirely. The second room was on the fifth floor and had a 3 foot tall concrete wall on the balcony instead of iron railing. We could not sit on balcony to enjoy views due to a concrete wall obstructing the entire view. This third room we were booked into in the evening of our second day of vacation; the view was lovely. We had to pack and keep our bags in storage during the room swap from time of arrival until the end of the second day- a major inconvenience! ] The weather for our week was sunny/dry with little rain. We noticed by day 3 and 4 that there was a musky odor in RM 2318, particularly when we returned to the closed up room after a day of activities . The room smelled of mildew and musky. We could not open the sliding door to air the room out as the air conditioning is wired to turn off when the door is opened. Still trying to find a source, by the day before check out I was aware that it was the smell of mildew in the entire room. This was the third room I was in, we were leaving in a day, so I stayed in Rm 2318. We checked out, traveled home with our luggage and unpacked. The mildew odor was absorbed into newly purchased luggage and clothing! (Some clothing was tossed out and some clothing fabric was able to be repeatedly washed and properly cleaned of the odor.) The luggage is a total loss. The set included one check in bag, one wheeled carry on, an overnight bag, and a smaller personal/cosmetic bag. I am unable to remove the odor from the luggage. I have treated luggage with soap and water, hours of direct sunlight exposure, diluted vinegar spray, frebreeze fabric spray freshener- I cannot reuse luggage set.

A desirable resolution would be a replacement cost for damaged luggage, value $100. Also a one or two night stay at a comparable hotel (no air travel required please)to my home to make up for lost vacation time. This trip was a celebration gift for a milestone birthday for me, and I am unable to afford airfare for a trip further from my home.
I must say, the resort and facilities (outside of the room itself) at riu resort were excellent, entertainment was top-notch, and the food was delicious. Unfortunately, I would not recommend this hotel at this time without remedy, for reasons previously mentioned. Thank you for your attention to my concerns.

After staying in the the Riu Reggae Jamaica for two weeks (11th-25th July 2017) we were placed in the Palace (Evening of 25th July 2017) next door due to problems with the aircraft and not being able to depart. We were the first to arrive at the Palace as we took a private taxi to avoid the rush of people that would also be checking in. After explaining the situation to a lady at reception that we had been sent here for the night the male supervisor refused to give us a room as he supposedly had no confirmation. Another couple arrived shortly after at the hotel and explained that they were on the same flight as us and had also been sent to the Palace - The supervisor still refused to give us a room. A group of four people then turned up who were also on our cancelled flight. The supervisor proceed to tell them in front of us that he would allow them to have a room as he knew them and that we were still not allowed one. This really upset me and my mother as we had already been at the airport since the early afternoon and sitting on the plane for over three hours. Considering we were the first to arrive at the hotel and check in, we would expect to receive our room first! We were eventually told we could have a room but were not allowed the keys as it was in the process of being cleaned. They advised us to get something to eat and then return back to collect the room keys. After returning to reception to collect the keys we were told that the room was still not available although many others on the same flight who arrived after us all had their room keys and allowed to go up. After explaining to a lady that all we wanted to do was change and wash after being stuck at the airport for half of the day, she proceeded to allocate us to a different room which only had one bed. When we asked for a second room key, we were informed that there were none left and we would have to make do with the one. After speaking with numous guests that were also on our flight, they explained that they were given two room keys without a problem. There were also many couples who received two room keys, that only need the one as they were always together. This meant that my mother had to stay up and stay with me the whole time as there was only one key to access the room. When we asked for towel cards, we were also told that there was not any. In the end we had to go over to the Reggae to get a towel card.

In the morning at breakfast the waiter was very rude and when I tired to ask for a drink, he simple walked away. Upon checking out for the first time the bellman was extremely rude, telling us that we could not leave our suitcase by a certain pillar and that we had to move them.

Considering that the Palace is meant to be a better hotel than the Reggae with high service, we were appalled by they way they treated us here. We ended up staying in the Palace for an extra night as again there was problems with our flight, but ended up over at the Reggae for most of the time and only using the Palace to sleep in as the service and staff there treated us like were not good enough.

This is not the first time for us using Riu and we stayed in the Reggae in April 2017 for two weeks also. However this experience and the Palace hotel, which is supposed to be the best in Riu, was truly awful. After being distressed and not able to get home, all we wanted to do was get to the hotel and relax. We did not expect to be treated the way we were by the staff at the Palace. We were also polite and never rude to anyone there, so did not expect to be spoken to the way we were by the staff there.

After speaking with an American couple who were staying at the Reggae, they advised us of a similar situation that happened to them and were offered a complimentary weeks stay in a Riu hotel of their choice as an apology for the appalling service they received.

On july 30th, I worked a flight arriving in Montego Bay at 1am from Jetblue. Once we arrived at the hotel, my crew were given keys and proceeded to our rooms together. I noticed my key was not working for my room and told my crew. The room number written on the envelope was different from the number written on the physical key. I told my crew I would just walk to my room as listed on the key and call them once I'm in. They didn't hear from me for awhile so they stayed up waiting not knowing where I went. I opened the new door and as I was looking for the light switch a man popped out of bed, said some words, and proceeded towards the door. I dropped my bags and ran not knowing who he was and why we were given the same room. I ran into four nice ladies who stopped me from running and crying. They kindly helped me with my bags and escorted me back to the front desk which is a good 10min walk from the rooms. I explained the situation to the hotel and demanded a letter explaining what had happened and an escort to my new room. The hotel did apologize and advised me that a manager would provide a letter in the morning. I was then escorted by the four ladies and the front desk worker to my room. My room was inspected and I then was left safe behind the door. At this point, it was about 2:30am. The door only has one lock on the inside and no emergency latch lock. I called the other crew members who then stayed with me making sure I was safe and that I could reach crew services. The information in the room describing how to contact the United States is incorrect. So, having T-Mobile service, I used my data to post on Facebook seeking any help getting hold of crew services. The front desk then provided me the correct information on how to call the United States and I finally reached Jetblue crew services. I advised crew services of everything that happened and they immediately removed me from the trip the next day. In the morning, management refused to give me a letter describing what had happened at the hotel so I had nothing to give to my company. I went to the pool in the morning to relax and was denied a simple towel. I was told Jetblue crewmembers do not get towels because we are not given some special card needed to check a towel out.

I'm very upset at all of these safety concerns that happened to me and question my future stays at RIU.

Please contact me if any additional information or clarity is needed. Thank you. [protected]@gmail.com

I stayed at this hotel from July 223, to July 29. The restaurants are supposed to be without reservation, but I was turned down one hour before closing time. Staff attitude leaves a lot to be desired. I had to speak with the manager to obtain my meal . The staff blames the hotel for all their shortcomings. After all this fun, I found a live cockroach in my room!
The manager refused to give me a copy of my complaint form.

The worst hotel I have ever stayed on.

Hello my Wife and I was on a couples trip which we do yearly we book an Ocean View Room we got Room 3048 and needless to say we were looking at palm trees instead of the Ocean, we complain and was told that was an Ocean View, Very disappointed and on top of that we had mold in our room above the bed very unhealthy, sorry we lost the name of the person we spoke with, It would not let me upload anymore Pic.

My name is Angelica Ceja I was a guest at the Riu from July 17 thru the 23rd. I had reservation to stay at the Riu Vallarta and upon my arrival I was told by Edgar from reception that my room reservations were unavailable. He informed that he will be sending me to the Riu Jalisco instead with two complementary night stay and now I've been getting the run around for the two day voucher. Before we checked out we were told to talk to Adrian for the voucher but apparently he wasn't around they said the voucher was going to be emailed. I expect the Riu Vallarta or Jalisco to keep their promise and resolve this matter soon. We enjoy the Riu hotels and we would like to continue visiting the Riu's on my vacation.
Angelica ceja
Room 3131
Confirmation #5179673
If you need more info please contact me at [protected]

Ok where do I start!
I booked my holiday to mexico on the 14th of july until the 28th I stayed in the hotel riu yucatan, our first visit to this hotel, but not our first visit to mexico this was our 4th visit.
However we have stayed in lots of riu hotel at some point in our life new york singapore I think even gran canaria? Etc etc as we have enjoyed your hospitality.
Anyway riu yucatan! First of I will start with positive lovely hotel lots of + for it, and when I did have to complain (I think maybe you should be asking monica about it but as I said I also what you to let her know that under no circumstances do I blame monica,) monica montenegro could not do enough for me, she was kind listed to me, made sure that things where ok, and followed it through. These are the people that you are needed to run your hotels without them there would be no riu's!.
But saying that they are only one person and can't do everything.
So my complaints are as stated

If we are allowed to use the other riu hotel why? Are they more up market? For example napkins the quality, the service. Now this may seem very small and very silly, to the likes of you people that are seating reading this, but to someone who has worked hard all year, lots and lots of night shifts! To get this holiday and like a little luxury and quite, can I ask then why as my holiday was not cheap over £4, 000 could I not have the same as the other once we could use?.
Now it's 23.15 mexico time and I am ready for bed and going home tomorrow,
Why I am writing this now is I am sorry but pissed off!

I am with my 82 year old mother who may I say is very well and fit,
We had our meal then went through to the lounge area, now I have felt and seen this through out my two weeks and with my experiences, at lunch time!
Tonight no enough " I was the only female standing at the bar with three men, let's just say I was last to be served and I was certainly not the last person at the bar!. Now I know the men t the bar where just as rude and wrong, and believe me if I had been at home in my on country, it would have been a different situation. But not a nice place to be as a woman and specially not expecting it in a riu hotel.
Sorry not finished lasted this, now I know it's a family hotel under line family and before you say anything I have worked with children for 30+years.
But at 23.00 when you are trying to have a quite drink and yes children are there with parents but sleeping or just about!.
Not running around half naked screaming and the parents encouraging this by playing games with them, like hide and seek etc. Do you not think there you be someone that is responsible for this?.
I am all for fun but come on! So disappointed not sure in fact I know I will not be back. Will be informing thomson when I get home also.
Thank you for letting me rant.
Kim archibald