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1.2 481 Reviews

RIU Hotels & Resorts Complaints Summary

21 Resolved
460 Unresolved
Our verdict: If considering services from RIU Hotels & Resorts with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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RIU Hotels & Resorts reviews & complaints 481

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L
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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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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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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12:43 pm EDT

RIU Hotels & Resorts Hotel standards Riu Yucatan Mexico

we stayed for 10 days from the 24/07/2022 as a couple, we picked this hotel as we have used Rui hotels in the past (Domincan) and also found them to be a good standard, and thought that you were guaranteed the same level of standard through out, the hotel was down as a 5*, the pool and area around the pools was not cleaned, the pool was very cloudy full of fly's and scum, they never moved any sunbeds to clean under or around, old glasses, food was left from night before. the umbrellas for around the pool a large amount of them didn't work. I reported this to Tui rep who did nothing, both myself and my partner were bad for a number of days on the holiday and I put this down to poor hyenine.

Our room was very run down and dirty, we had a large leak from the aircon which they said had been mended by email, only to find on the evening when returning to room that I slipped and hurt my side and knee, as the water was covering the bathroom floor and now to the main door of apartment. I complained to the TUI rep who did nothing we had a bottle of sparkling wine left in room no apology, as we were on a all-inclusive and don't drink wine,

I usually recommend your hotels to people I know as normally have had nothing but good experience.

Deborah Silvester

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11:43 pm EDT

RIU Hotels & Resorts Reception and service miserable

31 July at 11 pm

For 2 days they did not replenish our refrigerator as planned and at the end of the 3rd day we stayed in the room and realized that we did not have water, we call to the reception and explained that the water had not been refueled, the receptionist told me that we would immediately bring water but after 40 minutes of wait I call again and another receptionist told us that “we did not have room service and if you wanted water that you should come at the reception. It is unacceptable from a 5-star hotel 24h all include where we paid more than €2,500 for 7 days. We asked to make a claim and they told us that it was not possible today.

Desired outcome: I’d appreciate a response

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8:52 pm EDT

RIU Hotels & Resorts Room reservation

My name is Leopoldo Acosta jr. [protected]. . I had reserved 3 rooms for 6 people, 2 on each room at the Riu Palace Las Americas in Cancun. I called a week before the arrival date and asked if I needed to pay for it or wait until we got there. I was told its ok pay at check in. We arrived on June 23 which was our check in date, Were told sorry but they had over booked and no longer had rooms for us. After 2 hours of waiting the hotel manager came out with a resolution, which was to move us to another hotel, which they did. We had reserved this hotel cause it was highly recommended, cause it was an adult only hotel. This is very unsadisfactory, if I could have found a different hotel at that time we would have gone there and never again stay at a Riu, but our hands were tied where we had no choice but to take offer or have our vacation ruined which we had already started wrong. This is not a good way to start a vacation. The hotel they moved us too was nice but not the one we had chosen. We did get a discount for the other hotel, but that is because they moved us to a cheaper one. Our reservation number was RNT43XRZ.

Desired outcome: Asking for some kind of a refund.

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3:52 pm EDT
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RIU Hotels & Resorts Overcharge and did not honor aaa & birthday discount at time of check in as promised

I received an email from the RIU saying that I should mention the email at the time of check to get a10% discount at the time of check in. I followed those instructions and the man at the desk said I would see the discount on my end. But I did not see it. I went back downstairs that day and spoke to the manager, Gabrielle. She said they do not do discounts onsite and she is unaware of any offers. Additionally, when I originally made the reservation over the phone they said I’d get a discount with my brothers AAA and to just present it when we checked in. I was unable to confirm that the AAA discount was applied as it did not show up on my receipt.

Our rooms were 1910 & 1911.

Our stay was June 18th - 22nd.

Desired outcome: Please refund the AAA discount and Birthday discount.

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7:57 pm EDT

RIU Hotels & Resorts Hotel Riu Ocho Rios

My wife and daughter are staying at Hotel Riu Ocho Rios and have experienced couple off sleepless night due to abusive couple in the next apartment .

My wife contacted the duty manager who was unable to move my wife or the abusive couple .

Not good enough very poor services .

Hotel Riu Ocho Rios

Desired outcome: move my wife or the abusive couple .

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4:59 pm EDT

RIU Hotels & Resorts Liar and poor business practice

My husband and I booked a vacation to celebrate our 15th anniversary. We had to cancel and before I authorized the cancellation, I was told that all hotel funds would be credited to original form of payment and airline credit would be given to me in a wallet for American Airlines so I could book my own flight. After the cancellation went through the story changed... I was told I'd have to book through Riu for future flights using the credit. This was not the agreement. Now, every call to them is over 1 hour, generally 2 hours, and a computer glitch ALWAYS occurs. Today I've been working with an agent for over an hour and get told there's a glitch. I want RIU to reimburse the full credit amount of my airline tickets = $2013.12, to my original form of payment. I could have booked my own flight in under 15 minutes... but now I've wasted an hour and then was hung up on. Now I'm waiting for a call back to schedule this flight. This is unacceptable. Please call me ASAP to get this resolved.

Regarding Itinerary # [protected]

Desired outcome: I want RIU to reimburse the full credit amount of my airline tickets = $2013.12, to my original form of payment

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2:23 pm EDT
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RIU Hotels & Resorts Theft

On the afternoon of June the 8th, 2022 (Club Riu Negril) at approximately 1pm, my friend and myself were discussing the fact that my door (1131) was sticking on the floor of the room and was difficult to close. As we walked out to go to lunch, I discovered that the great door in front of the hallway, between the adjoining rooms of my friend and myself was found to non-functional. A screw was in the locking mechanism. As we were opening and closing the door and turning the manual lock, a member of maintenance approached us and asked us if we were ok. We replied that the door wasn't locking, he stated that they do that if the keycard doesn't work they do that to hold the door open. We stated that they didn't seem safe and he said that the resort was very safe. We went to dinner later that night and my son left his Nintendo Switch on the bed and someone came into the room and stole it off of the bed. We reported it to the front desk and security came to investigate it and stated that the only recourse was to file a report at the local police station. We did not feel safe going to the police station and the police would not come to us. We feel it is the due to the negligence and unsafe, unsecured door that this loss occurred and would like to be reimbursed for the cost of the game system plus 1 game that was in it, so in total we request a refund of $350 USD.

Desired outcome: We feel it is the due to the negligence and unsafe, unsecured door that this loss occurred and would like to be reimbursed for the cost of the game system plus 1 game that was in it, so in total we request a refund of $350 USD.

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4:00 am EDT
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RIU Hotels & Resorts Honeymoon Disaster

Stayed at the Riu Montego Bay for our honeymoon

We were given an upgraded room when we arrived, only to find out after a week of being there that the room was actually a quarantine room for Covid positive guests

Everyone else in the same block of rooms were in quarantine except for myself and my husband.

As a big company you would of thought that the staff would have a duty of care towards the guests.

We also had to put up with people smoking weed in areas that clearly stated no smoking, the staff turned a blind eye to this, and we had to keep moving to different areas around the pools to avoid passive smoking.

I'm not against smoking, but the staff should prompt guests to use designated smoking areas.

Our honeymoon was ruined, we had waited 2 years for it.

Desired outcome: I would like a refund so we can book a new honeymoon please.

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7:17 pm EDT
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RIU Hotels & Resorts Reservations

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!

Desired outcome: They could have given a partial refund at the least.

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RIU Hotels & Resorts In-depth Review

Overview: RIU Hotels & Resorts is a renowned hospitality company that offers a wide range of accommodation options across various destinations. With a rich history and background, RIU has established itself as a trusted brand in the industry. Currently, the company owns a significant number of hotels and resorts, providing guests with ample choices for their stay.

Accommodation: RIU Hotels & Resorts caters to different preferences and budgets, offering luxury hotels and all-inclusive resorts. The rooms are known for their quality and cleanliness, ensuring a comfortable stay for guests. Each room is equipped with amenities and facilities such as Wi-Fi, minibar, and room service, enhancing the overall experience.

Location: RIU hotels and resorts are strategically located in various geographic locations, providing guests with diverse options for their stay. These properties are often in proximity to popular tourist attractions and amenities, allowing guests to easily explore the surroundings. Additionally, accessibility and transportation options to and from the properties are convenient, ensuring a hassle-free experience.

Customer Service: The staff at RIU Hotels & Resorts are known for their friendliness and professionalism. They are responsive to customer inquiries and requests, ensuring that guests' needs are met promptly. The check-in and check-out processes are efficient, allowing guests to have a seamless experience during their stay.

Dining and Cuisine: RIU Hotels & Resorts offer a variety of dining options on-site, ensuring that guests have a wide selection to choose from. The quality of the food is commendable, and the all-inclusive packages provide value for money. The company also accommodates special dietary requirements, ensuring that all guests can enjoy their dining experience.

Activities and Entertainment: Guests at RIU Hotels & Resorts can enjoy a range of activities and entertainment options provided by the hotel or resort. The facilities, including pools, fitness centers, and spas, are of high quality, allowing guests to relax and rejuvenate. Additionally, the availability of organized excursions and tours adds to the overall experience.

Value for Money: RIU Hotels & Resorts offer competitive pricing for their accommodations and packages. The prices often include additional services and amenities, providing guests with excellent value for their money. When compared to competitors, RIU stands out in terms of pricing and overall value.

Sustainability and Environmental Initiatives: RIU Hotels & Resorts are committed to sustainability and environmental responsibility. The company actively takes measures to reduce waste, conserve energy, and support local communities. Their efforts have been recognized through certifications and awards received for their eco-friendly practices.

Reviews and Ratings: RIU Hotels & Resorts have received positive reviews and ratings from various sources. Guests have praised the company for its exceptional service and amenities. While there may be some negative feedback, RIU's ratings are generally in line with industry standards and often surpass those of competitors.

Booking and Reservation Process: Booking through the RIU website or other platforms is a seamless process, ensuring ease for guests. The information provided during the reservation process is clear and comprehensive, allowing guests to make informed decisions. The cancellation and refund policies are flexible and transparent, providing guests with peace of mind.

Safety and Security: RIU Hotels & Resorts prioritize guest safety and security. The properties have measures in place, including the presence of security personnel and surveillance systems. Additionally, emergency response protocols are established to ensure the well-being of guests.

Corporate Social Responsibility: RIU Hotels & Resorts actively engage in social and community initiatives. The company supports local charities and organizations, contributing to the betterment of the communities they operate in. RIU maintains transparency in reporting their CSR activities, showcasing their commitment to making a positive impact.

Conclusion: RIU Hotels & Resorts is a reputable hospitality company that offers a diverse range of accommodation options across various destinations. With their commitment to customer satisfaction, high-quality amenities, and competitive pricing, RIU is an excellent choice for travelers seeking a comfortable and enjoyable stay. The company's dedication to sustainability and corporate social responsibility further adds to their appeal. While there may be areas for improvement, RIU's strengths outweigh any minor shortcomings. Whether for leisure or business travel, RIU Hotels & Resorts is a reliable choice for a memorable experience.

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Contact RIU Hotels & Resorts customer service

Phone numbers

8800 100 6350 +34 902 400 502 More phone numbers

Website

www.riu.com

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