RIU Hotels & Resorts
reviews and complaints

I reserved TWO rooms in January and requested 4 double beds in each AND most importantly the rooms be closed together! I sent a reminder request March 1st. Needless to say NEITHER happened nor did the staff give a damn. They told me they may could change us the next day and would call to let us know either way the next morning. Of course that never happened! Food was mediocre. Basically cruise ship food. Would not take reservations for either of the separate restaurants. So it was pretty much buffet food all week! Ugh. Will never stay here again. Floors were very dirty and the first day after 5 minutes barefoot in the room the bottom of my feet were BLACK! Ridiculous!

Estuvimos en el Hotel Riu Vallarta en Nuevo Vallarta del 16 al 21 de Mayo pasado en la suite #7017 ubicada frente al mar.

Hicimos la reservación directamente con ustedes. SuTaxi nos iba a recoger a la 1.30 pm para llevarnos al aeropuerto el sábado 21 de Mayo. Por lo que durante nuestra estancia el miércoles por la tarde fuimos a recepción a preguntar si se nos podía extender la hora de salida el día de nuestra partida.

La recepcionista (nunca nos fijamos en su nombre creo esto es muy común que le sucede a los húespedes ) nos dijo amablemente que podiamos salir el sábado 21 de Mayo del cuarto a la 1pm, pero a las 11am entregar las llaves.

El día de salida (sábado) se me ocurrió llamar a recepción para confirmar la salida a la 1p.m. y es dónde todo empezó a complicarse. La recepcionista me dijo que no era posible dejar las llaves a las 11 y permanecer hasta la 1pm y que quién me había dicho, empezó a cuestionarme lo que me pareció de mal gusto.

Decidí bajar a hablar con la recepcionista . Alma Rosa fué la persona que me atendió y me dijo que era una equivocación pues no estaba permitido (no lo creo) y que podía entregar las llaves a las 12p.m., y salir del cuarto. le pedi de favor y dijo que No que de ninguna manera que sólo a húespedes con estatus les permitía la salida más tarde . No me agradó la situación pues nunca me lo esperé.

A continuación explicó con detalle lo sucedido:

Le entregamos las llaves a Alma Rosa a las 12p.m., y mi esposo le solicitó en el mismo momento hablar con el Jefe de Supervisores para apoyarme y decir que efectivamente nos habían permitido estar hasta la 1pm previa entrega de llaves.

Alma Rosa le dijo a mi esposo que el Jefe de Supervisores lo iba a atender que esperará en el lobby o sillones tipo francés que estan atrás y junto a recepción.

Así lo hicimos y nunca nadie fue a atender a mi esposo que después de media hora volvió a solicitar por segunda vez a Alma Rosa que estaba esperando hablar con el Jefe de Supervisores y ella le dijo que en unos minutos.

Así pasó Una hora y Media, tiempo en que nos ibamos a ir y hasta que el Taxi estaba por llegar y entregamos los brazaletes a Alma Rosa y le dije que nos habían dejado allí sentados por una Hora y Media esperando al Jefe de Supervisores.

Alma Rosa sabiendo que ya nos ibamos nos dijo""Yo soy la Supervisora y el Sr. que esta aquí detras de mi en el escritorio es mi Jefe."

Por lo que les hago saber que fué Muy desagradable su proceder! y una burla a considerar...

Entregamos brazaletes y estaban solos y le dije al Sr. Jefe de Supervisores que era de muy mal gusto no haber atendido a mi marido pues estaba sólo y sin huéspedes en recepción, y todavía me responde y me dijo que estaba Ocupado haciendo papeleo y me molesté pues era el colmo y le dije que los iba a Reportar pue habían dejado como un idiota esperando durante una Hora y Media a mi esposo sentado conmigo detrás de recepción en espera, cuando nunca irían.

Me hizó un ademán con la mano y me dijo :Haga lo que quiera!

Mi marido siempre se creyó que lo iban a atender;y la verdad yo también ya que es importante se conozca el trato al visitante perolo que ignorabamos que estaban de acuerdo.

Ya de salida en la puerta del Hotel le pregunté a un trabajador por la Gerencia General pero para mi mala fortuna no había nadie, la gerente no estaba. Acudí ala oficina pequeña que estaba a un lado y le expliqué brevemente lo sucedido y le dí mi número de celular. Nadie me llamó.

Mi esposo es Ingeniero y yo Contador Público y estamos jubilados conociendo México. Fué la primera vez que empezamos a viajar a México a celebrar y conocer su Hotel para futuras estancias en otros lugares.

Salimos con un sabor amargo de boca por el trato dado al último . No la habíamos pasado super bien y disfutando es una pena el haber finalizado con una experiencia de tan baja clase en un Hotel de esta Categoría.

I checked into your RIU Palace Tropical Bay hotel on March 31st, 2022, f0r a family reunion, Our group usually numbers between 20-30 persons. The family typically uses different hotels until we decided to start using the RIU group of hotels, In the two previous years, we stayed at RIU Negril.

It started badly as the keys to the room did not work, I was let in by a member of the housekeeping staff, on entering the room she said, "Where is all this water coming from as the room is underwater, she turned the lights on and realized the water coming from the ceiling seemingly from the air conditioning unit. She called the technician who spent approximately 11/2 hours checking then said the issue was the air conditioning fan blowing the water in the wrong direction which he repaired with me sitting there all this time.

My daughter who lived in Jamaica wanted to come as she always does but was told there was no accommodation. I then spoke to a manager about having two beds in my room so she could come as I had a king-sizesued

bed, he assured m it would not be a problem, I subsequently spoke to

various managers between Wednesday and Friday morning.

On Friday morning we hired a bus for a tour outside the property but when to the front desk to finalize getting two beds in the room, the manager on duty started but the bus came and had to leave so he told me when I returned if he was not there an assistant or someone at the front desk would complete the transaction. I returned at 6.05 P. M went straight to the front desk where I spoke to the manager on duty who informed me there was nothing there indicating that she should be added.

After being told it would be arranged and we will be moved to another room nothing was done when get there after I have packed to move to another room she called saying she is at the front desk and there is nothing there saying she coming. After eventually getting added she had to carry her bags while the bellhop was standing there, they took her drives to license a forget to give it back to her when she checked so I had to take it back with me to the US and send it to at a cost of $140 US.

There were other incidents during all this, but I think this letter is long enough, I must add that we are all RIU members and are very disappointed, as discussions are presently in place for our next family reunion I know the rest of the family will want to stop using the RU group it's a pity that you will be losing a group of 30 persons who supported you hotels annually because of poor services

Thanks I know this letter is a bit lengthy but was necessary

Dr. Dave A Johnson.

We are currently staying at Hotel Riu Negril in a suite. Unfortunately we left our key in our room and had to go to the front desk to request a new key. The employee Davion was extremely rude to my wife. He was questioning her “why” she left the key in the room and “what did you do with yours?” My wife said she accidentally left it in the room. He literally sighed at her and said “hold on.” We are a family of 14 who is spending our holiday here. We are taking this holiday because my nephew, our grandson, our son, our cousin, and our brother died of leukemia this past year and he always wanted a Caribbean vacation. We have spent close to $30,000 at this resort to be treated the way he treated us. It is unfortunate. We don’t want anything in return because we know someone might be “having a bad day”. Even though we know it could be much worse. We feel an apology would not be out of line. Disappointed disappointed disappointed. Davion might need extra customer service training.

The vacation at the Riu Palace tropical Bay resort in Negril, Jamaica was a Epic disaster! We stayed there from May 7th- May 14th 2022. It all started with check in by not receiving the room that we had upgraded and paid for. We had to have our room changed to the one we paid for. The AC went out several days , bugs in the room, dirty sheets, water back up in the sink, no water for one day. After two face meetings with the assistant general manager Claudia Praiz and one with assistant general manager Luis Suarez absolutely nothing was done! They both are good at deflecting and not excepting responsibility for anything that was within the hotels responsibility! We had my 84 year old dad with us at this hotel as well as other family members and the whole trip was an epic disaster from the beginning till they end! I would not recommend this hotel to anyone and Managment that was left on duty in place of the general manager being on vacation are useless and don’t care to solve and issues that arise that are within their control! And speaking with other guess at the pool they also experienced the same issues and this seems to be something that occurs at several of the hotels and properties they own! We will never stay at this property again and will not recommend it to anyone! I would like to be contacted and not a cut and paste response that I see on their website to respond to guest complaints! We had a total of 17 family members on this vacation and our stay was an Epic disaster and left us with unforgettable bad memories!

I'm pretty upset with my stay. I went to your Riu palace las americana for my bachelor party on May 13th. I was extremely excited, but within 10 minutes of getting into my room, my knee was sliced open from broken glass on top of the living room table. I required 13 stitches and it ruined my entire trip. The resort's manager was great and took care of my medical expenses because it was the resort's fault for the incident. But I didn't enjoy any of your pools or do any site seeing because I couldn't walk long distances or get my leg wet. During my entire trip, I could only sit outside the pools. It was a fantastic resort and everything looked great but because there was a broken table that was overseen or neglected by staff resulting in my injury I couldn't enjoy the trip. I had planned on going back for my honeymoon in September but now I'm second guessing if I should because of how this trip went. I don't know if there is anything you can do to change that but it was a very disappointing bachelor party.

On the evening of March 27, 2022 we returned to our room at the Hotel Riu Plaza Fisherman's Wharf and found that our room had been burglarized and the perpetrator had even left items, including shoes, a blanket and an elevator lock, behind. We reported the break-in to the desk, finding two other parties there who had their rooms robbed as well. The San Francisco Police were called and they took report [protected]. The officers were #2710 and #2470.

The hotel told us the manager would contact us that evening but he/she did not and we had to ask for the manager the following morning. We had realized after the officers left that additional items were missing and since the thief had stolen not only some New Balance shoes with orthotics (and left their sandals in our room), but had stolen a red ski jacket and a shoulder satchel (blue and red, about 18 inches by 16 inches in size), and had taken a roller bag, circumstances indicated the thief would be easily identifiable in surveillance videos. In addition to our possessions, the thief had taken my passport so using the videos to possibly recover our possessions was an urgent matter. However, the police let us know the hotel had not been willing to provide surveillance tapes to them. I also provided the hotel management with a photo of a lock with a key in it that had a large tag with multiple things written on it that I had found on the floor next to my luggage that had had been ransacked. The lock is associated with elevators. Various members of the hotel management either passed us off to someone else or told us the losses would be paid for by the hotel — but that did not happen. We were left to pay our own expenses for replacement luggage, shoes and clothing, etc. to be able to continue our trip to another city and have now incurred additional expenses to replace glasses, jewelry, the passport, etc. that were stolen.

I stayed at the Riu Ocho Rio from April10-14 I booked a family suite garden view, when I arrived they gave me 2 rooms that’s not what I paid for ! The room was so stink smelled like mildew that I couldn’t even stay in the room the first night. staff tried to clean it with No prevail. The food was horrible made me sick. I spoke to managers several times that did not to accommodate my family and I. When day of check out I never received the Covid test back had to wait for hours almost missed my ride to the airport which is 1 1/2 away. The staff didn’t care everyone has attitude. I would never come back here and wouldn’t recommend this place.

My stay was April 6-11 ,April 10th night before before leaving the hotel I fell getting out of the shower, water leaking all over the floor , the incident was reported to the Nurse and report was taken, security was made aware I am Nurse as well. IT was a pretty hard fall I hit my head, I did refused transportation to hospital in Montegobay. Not sure of the expense and there health practice and if my insurance would be exceped I decided to wait until I reach home to follow up with my doctor . I was told at the front desk$ 45.00 to see the nurse to follow up with blood pressure check, since I have my health issue. She came to my room but she failed to do basic nurse practice I head my head no neurology checks done, no pupil check I had stoke in 6-28-21 so you can understand why I was afraid to travel to hospital.

I like to make a billing complain on my stay at Rui Hotel Cancun. Me and my guest where charge double for our stay. The reservation was on 3/24/2022- 3/28/2022 under my guest.

My guest check in first and paid the bill for both of us, but when I arrive I was told by the front desk I needed to paid even though my guest already paid the full amount. I was unaware our booking was already paid for and I paid them with my credit card.

We were very disappointed to find that the normal lunch time restaurant wasn't functions any more because the hotel as moved over to All Inclusive to allow us to eat at lunch time, all additional bars on the beech have gone.

We paid an extra 480 Euros just so we could eat at lunch time, however the drinks offered weren't brand drinks but cheap alternatives.

There were so many restrictions on what you could have and what you couldn't have, it spoiled holiday
We did not enjoy our holiday at all and we have been and this hotel many times over the years, our Riu Class membership number is [protected].

Mr. Luis Riu, CEO of RIU Hotels & Resorts

3/23/2022

My name is Shawnta Sanders, my confirmation number was [protected].

I stayed at RIU from Saturday March 19, 2022 – Sunday March 20, 2022

I stayed at the RIU Plaza, New York Times Square (RIU Hotel) 305 W.46 St, Manhattan, New York. I made room reservations for (2) rooms. In room 805, we were unaware the shower was stopped up that night. We tried to take a shower the next morning and found out the shower was stopped up. Water had run from the bathroom towards the hall approaching front door. We had to put all the towels down in the room. We contacted the front desk and was told someone would be coming to our room. No one came before we left that morning.

All of us had to shower in room 802, the second room we had on this reservation. The sheets on the pull out bed were dirty! I am blind and my daughter didn’t noticed them until the next morning. The sheets had not been changed!

The buffet breakfast was cold.

I informed the front desk. I wanted to speak with the manager, Ms. Liz. I was told she wasn’t there. I spoke with Mr. Kwasi that morning about our situations. I was told there was nothing they could do because we contacted them an hour before checkout. If we had contacted them an hour earlier, they would have compensated us.

This was our first trip to the RIU Hotel, we had high hopes and was very excited to be staying there. Staying at the RIU was a great disappointment.

I need someone to please contact me, concerning my horrible, horrible stay.

You make contact me via telephone since I’m blind: #[protected].

This is the fifth (5) report of big problems with our hotel stay. You have never responded re: many safety and other issues and after spending a month trying to celebrate an important anniversary and experiencing many problems, NO RESPONSE! Apparently RIU is interested only in profit, not guest safety or comfort.

Our stay was one month: January 15 - February 12! $18,300

Riu Plaza Fishermans Wharf S.F., CA Feb. 15 & 16 2022 Res #[protected] thru Booking.com We called rm srvc to help us with the TV and show representative the large gap on the entry door and door frame (fire issue), large cob webs hanging from ceiling above bed, wadded toilet paper covering hole in wall, stain like dried spit on bathrm door, dead bug on lamp shade. Also the wtr was shut off for a bit to repair a damaged pipe in prkg structure. When wtr was restored it was drk brn and smelled septic for a while. So staff moved us to another rm. Before accepting that rm it was inspected and we tried everything to make sure it worked. The AC/Heating was stuck on cold and wouldn't shut off. We had to wait for a maint tech to come up and reprogram unit. In the toilet area of bath you could hardly get between the door and the toilet to shut door. I have medical issues with my legs & feet so it really caused problems. In fact I was in S.F. for a medical app on my feet. We are not looking to have our 2 nites there comped but would like some compensation for this inconvenience and added stress to our stay. Thanks, and look forward to your reply. Doug Lindebaum [protected]@sbcglobal.net

We have always stayed at the RIU resorts when we vacation for the last 38 years.

Recently we stayed in Puerto Vallarta for our 4th time, this tells you how we enjoy our trips to Mexico and whom we choose to stay.

We were a bit upset this time for many reasons:

*Smoking and smokers all over we could not enjoy one evening outside with the bands and music due to the high volume of rude smokers, perhaps you should separate the two sides for smokers and non smokers as we were not the only ones complaining it was just awful. Smoke was in our faces every night to the point we had to just go to our balcony to enjoy music but had not access then to free walk up to the bar for a drink or to associate with our friends.

*We followed the guidelines of the hotel for the covid test timing of two days prior to departure and that is exactly what we did. Only to get to the airport to find out we needed to do this one day before. We even called before arriving to be sure on this and asked when we checked in and both times told 2 days prior to departure. Only to get to the airport to find out it is 1 day to departure. The hassel we had to go through, pay for the test then that we were not expecting and miss our flight. Then to have to wait 3 hours in an airport for the next flight available. At 65 and 70 years of age lugging suitcases across the parking lot to test fill out more papers and then lugging back to the airport, waiting for results and then missing our flight and hanging for 3 hours. Thank you for this unpleasant issue that could have been avoided if all your staff were educated on the time frames. We specifically asked in detail many times for clarification to be sure not to have any hassels.

In all my years of RIU stays, this was very upsetting and uncalled for. No to mention the awful days of smokers all around us. All places have designated areas so as to not bother non smoking guest. It made our weeks stay very upsetting. I'd like to know how you plan to keep us as RIU customers going forward. Thank you for reviewing.

Please see attached photos that show dirt, mold and rust which we experienced in our rooms . This is not what is expected when booking a 5* hotel and it is unacceptable.

This pictures show mold on the ironing board, rust and dirt on the safe. This is not the standard one would expect from a RIU or any other 5* hotel. The bathroom towels were hard and rough, the room smelled very damp and the bedsheet smelt bad.

This is not the Riu standard that I was expecting this is what you get for a 2/3* hotel.

I had brought up my complaint with the staff and sent an email too reception.[protected]@riu.com but I've had no update.

Our stay at the Riu was from November 12, 2021 to November 15, 2021.

The name is Mr. and Mrs. Ronald and Amabel MacAuley

It's such a let down when one has saved and looked forward to our once a year vacation, only to suffer such extremely poor customer service and hospitality/

A group of over 20 family members and friends chose your Hotel as our destination to join our Cousin celebrate her 30th Birthday.

Every member of our group suffered being placed in rooms which were in the middle of the RENOVATION work that was being done at the hotel. My Wife and I were first put in Room 631 which was full of dust and noise from all the construction work, than moved to Room 512 which was no good either and the next day we were moved to Room 1834 which was too high up as I suffer from Vertigo. We were finally moved on the 3rd day to Room 1034. We spent our first 3 days moving from Room to Room when we should have been enjoying our vacation.

As you know your Hotel is quite costly.

I was very disappointed with the service we received and we definitely did not get any value for the money we paid.

Hello
We stayed at the Riu Hotel in Ocho Rios Jamaica
Dec. 1st to Dec. 11th
Our IPad was taken from our room 3217 over there…
We only realized when we got home, that we never packed it back into our carry on…
It wasn't in the safe or anywhere in the room. Since we looked all over prior to leaving the room. Upon trying to get help at the Hotel making numerous long distance calls from Canada it's been very difficult.
We were there with 84 other guests for our daughters wedding. Our daughter in law saw a maintenance person using a Bellhop cart with glass to replace a broken one coming out of our room. He was startled and said that he could not replace the glass since his glass he had with him was too big. We never asked for any replacement or ever saw any glass broken. We thought nothing of this when we were there since we never went looking for the IPad since we never used it while there. My wife only remembers putting it in the safe but possibly had it out on top of safe when a camera was taken out to use on the wedding day.
We are trying to get this information over to the Hotel but we can't seem to get through or when we did, never got any cooperation.
Please investigate because that same man was seen again on our checkout day with the same Trolly with same amount of glass like he wasn't even using the glass but possibly a cover to go around into rooms to steal things. At the time my daughter in law saw that man again she thought nothing of it since we had not reported anything missing and it was only when we got home that my wife noticed she never packed the IPad…
Please see what you can do since we have ran out of ways to get through to this Hotel efficiently
Henry

My family and I stayed at the Riu Hotel from November 29 to December 6. On Tuesday morning when we were walking from
The restaurant my mother fell and hit her head and knee, do to uneven floor. On Wednesday we received a note stating that the elevators will be out off order for one hour 11:30 to 12:30. They didn't start working till 6:30. Next day the the elevators did not work from 11:00 to 8:00 and no water working. My parents were not able to go upstairs to get their medication because they stayed on the 7 floor and both of them have bad legs. So we could not change to go for dinner. We had to wear our bathing suits for dinner. Our vacation was ruined. We would like to get compensated for all the troubles.

No power no water no lights in stairs fell downstairs no a/c only 1 restaurant open not 6 like it says couldn't get my medicine doors not opening smelled like glue giving me a headache elevators never worked right what a horrible 60th birthday this was a nightmare couldn't sleep to hot construction at 6:30 in the morning no toilets no casino the list goes on