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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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K
4:16 pm EDT

RIU Hotels & Resorts treatment at resort

to whom it may concern
I feel it necessary to make aware of The treatment I endured from particularly the bar staff as I've been insulated in away I've never been
the story is a bartender by the name of Radica if i remember correctly was already serving one of my workers i brought to resort as I've been many times before to show how amazing it is and sash was finished with him she proceeded to walk off to the side of this being the pool bar(dry side) to chat up another worker and as this happened there was another one tending to another patron so then there was the bar manager who was chatting up another on the other side of me and my husband so now time is passing long enough for me to be hmm what's the [problem here and so then the manager sneezes into her right hand and does nothing but turn hand back and forth to air dry it and then comes over and asks if she can help us i politely said no its ok and then Radical makes her way back and says to me o you still didn't get served that's strange maybe they think your drunk enough! i was appauld i said pardon this is the first time I'm even ordering a drink and i don't think its appropriate for you to be making that statement and so from there i went to the lobby bar to get a drink as i am caring my lunch from the jerk chicken and ask for a drink and was told we can't have our plate of food in there and so then i told him why we are here and so then i had to talk to the bar manager who sneezed into hand and no wash what happened and she knew cause she was one who ignored us in the first place so she was defending Radica trying to say she was crying and didn't mean anything well im sorry i was crying and felt like they were judging me and was totally off and that no way to be joking also another guest was there and heard it all and was like did she just say that so not sure where this will get to but i loved going there and was planning on taking a group bake there in December but am open to look elsewhere maybe health and safety class and a who to treat guests class

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6:05 am EDT

RIU Hotels & Resorts all hotel

David Heap
17 Harding Street
Hyde
Cheshire
England
[protected]@hotmail.com
[protected]
[protected]

On arrival on the 29th September the hotel seemed very clean and staff very polite, looked very nice it soon became apparent this resort had been two hotels merged together. This would be fine if these things were addressed properly.
The two hotels had one main restaurant which was far to small to accommodate the number of guests that was present. The staff was under far too much pressure the tables was crammed in it was like you was sat on the persons knee on the table next to you no privacy what so ever.
The food was flash cooked on well to high temperature hotplates causing meats to be dry and very tough the eggs at breakfast was burnt underneath and raw on top very poor.
The people had a very long walk from the far side of the hotel mainly the old and infirmed.
The main entertainment room held 511 people there was far more than this number of guests leaving many people stood at the back watching the show.
The space around the main bar is also far to small leaving many people ever stood up or going to their rooms.
The space around the pool was big but was far to crammed beds being reserved at night and being left until midday. when you have a policy for the guests not to do this and hotel staff would remove any such reserved loungers never happened. Why are these policy's not being adhered to same as the dress code for the evening meal manager stood at the door and allowing people with what I would call beach wear into the restaurant, why have these things in place if they are not carried out?
Now for the smoking area and policy of no smoking in rooms, the smoking area is far to small and needs segregating better this area is surrounded with tables with people smoking and with the shortage of tables and chairs most times within it either smoke blowing all over the people who don't smoke this was not a smoke free area. same with rooms at the side of us below us and above us, as I have a lung disease this was one of the biggest reasons, we chose this hotel I struggled on many occasions, this need addressing soon.
Now for the drinks well some of the drinks are undrinkable I drink whisky and the whisky I was served burnt the back of my throat gave me a nasty chough along with the people smoking around me I have had to attend my medical team on my return home.
That enough about the hotel we were allocated room 166 on the ground floor it was clean and tidy a little smell from the drains which happens. The décor was a little dated, but it was fine. What wasn't fine was I didn't expect to share the room with cockroaches. In my draw on the towels. I reported this the first time nothing was done the second time I feel I was ignored the third time I asked to speak with the manager. Who said I had only reported this once before speaking with him I disagree the point is I shouldn't have to report this once let alone the twice he said I had He moved us to room 206 room the same clean and tidy looked fine that night it became very apparent the balcony door was not closing properly as the wind whistled and howled through the gap in the door. In the morning I reported this. I was told someone would go to it I told them we was going out he said that was fine on our return it was apparent no one had been to this door so my wife went to reception they did send two men who didn't know what to do they asked my opinion took pictures sent them to their manager they then told us it was to late and they would repair it the next day they would get reception to find us another room. I told them we had only just been moved into this room. They said they couldn't fix it until the next day. the next morning, we went out again on returning to the room at approx. 5.30 pm the door had not been repaired I went to reception quite angry 2 nights no sleep I asked to speak to the manager I was told he was not on site he would be back at 6 pm the man asked could he help I explained and shown him a picture he said he would tell the manager I told him tell the manager I'm quite angry and I want to speak with him.
I returned to the room not long after the manger rang me saying he thought I was complaining about the wind on the window keeping us awake, I had the technicians at the room they had told me it would repaired today, how come he didn't know. He said know he had all the information and the technician forgot it was Sunday the next day and they needed to get a outside contractor to replace the window as it was broken. I told him I couldn't understand why this door had not been reported before as the maid had to open this om a daily basis. He also didn't know why.
He then told me he would have to move us again I was not happy, but I went and told my wife who also was not happy to be spending our holiday keep changing rooms. We went to see this other room and as much as we were unhappy, we both needed some sleep. The manager asked if we had a late departure, we told him no we didn't he then asked us did we like prosecco we replied yes he said he would get a bottle delivered to our room he did but this was not prosecco It was the carver we could get from the bar.
we accepted this room and moved the ceiling fan was not working which was repaired. We chose Riu as we had been to some good Riu hotels before, but this will be the last.
We had gone away to get away from things to celebrate our anniversary.
With all of this we have come home more stressed than wen we came to your hotel.
Myself having to attend my medical team with my chest and a nasty cough.
This Hotel has shattered my good opinion of the Riu hotels as it did not come close to our expectations never again.
I have attached two photos one cockroach room 166, the other the gap between the door room 206 . for your attention

Yours sincerely

David Heap

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J
6:27 pm EDT

RIU Hotels & Resorts poor banquet meal at function 20th september 2019

From: Jean
Sent: 03 October 2019 08:44
To: crm@rui.com
Subject: Function, Gresham Hotel, Dublin. 20/09/19

Hello,

I originally sent this email to you 26/09/19. It was returned the next day as undeliverable. Since then, I have contacted the hotel concerned directly twice. I have received no acknowledgement or response from them. Poor customer service from the Gresham yet again.

Today, I found out that a fellow unhappy diner did manage to get a response from this email address so, I am trying again. To say this is frustrating is putting it mildly! (Email just bounced back again, now trying this complains form. Not holding my breath.)

This is my original email:
Hello

I invited my cousin to join me for a weekend in Dublin. We were part of an organised group of over 100 people.

We were a little shocked to learn that the meal organised at the Gresham was to cost E50's each. This is a great deal more that we would usually pay for a meal. In view of the cost and the prestige of the hotel, we expected to enjoy a really excellent meal. Sadly this was not to be the case.

My cousin is a vegetarian, and due to the vegetarian option not being specified on the menu, we visited the hotel in the afternoon, to check exactly what the vegetarian options would be. Your reception staff were most helpful and were able to find out that the meal on offer would be a risotto. As my cousin does not eat rice, she enquired if there was an alternative. Eventually, a member of your catering team came down to reception, which we appreciated. He advised that the alternative would be fettuccine. This, whilst not particularly inventive, was at least an acceptable meal.

Later, at the dinner, when it was time to order, my cousin was told that the vegetarian meal would be a risotto. She explained that she was expecting fettuccine, they seemed not to know this might be available. Which is seems, was indeed the case. What was served, certainly was not fettuccine.

What my cousin was served for her E50 meal is as follows:
A bowl of mediocre soup.
A bowl of fine rice noodles and dollop of something that resembled a vegetable mush (She has absolutely no idea what I was supposed to be, or what was in it)
Then, some considerable time later, a rock hard chocolate thing was served. No pouring cream, no sauce.

My own E50 meal was as follows:
A small amount of smoked salmon and some sad salad leaves
Two slices of tough and tasteless beef, a drizzle of gravy, a solitary potato, some mash and shared bowls of mixed vegetables.
My delayed desert, was a small apple crumble, not special, hard pastry base and no discernible spicing.

The dessert being served late, was really too late, and unforgiveable. We were past eating by that time. It might have been better to just not serve it at all.

I appreciate there may be other overheads included in the price, however, With the best will in the world, it is very hard not to feel aggrieved and more than a little exploited, more so my cousin, her meal was simply unacceptable. For her meal at least I feel a substantial refund is reasonable expectation.

Irish friends around our table actually said they were ashamed of what had been provided. They saw this as an embarrassment to Irish hospitality, especially as there were people present from many countries.

Our whole experience at the Gresham spoiled what otherwise had been an excellent weekend.

So disappointing.

Jean Livingstone.

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P
12:12 pm EDT

RIU Hotels & Resorts theft

Had a nightmere experience at Riu!

Where should I start, well I was born and grew up in Jamaica and visit every year. this trip was my third so far this year as my eldest daughter was getting married. I have my own accommodation in Jamaica but decided to go all inclusive in order to try and ensure everyone stayed together felt included and have a great time. In all we had 10 rooms.

To start it is low season but yet we were placed in the worst rooms. I am nit a fussy person also I was concentrating on doing the finishing so initially I did not complain. However one night I was rushing to dinner and left my suitcase open, on return I found small cockroach funny across my case. As a result I requested to be moved amd highted the fact that I have a party of 20 people there and the least they couod do is put some of us in better rooms. After complaining for two days we were offered to change rooms.

On the day we were moving it was hectic as we had Hen Do and wedding rehearsal. That morning I have $200, 000 JA dollars in a bag my husband too $70, 000 out and we accidentally left it on the bed. The bed was unmade and it was in a black bag so we did not realise. I did not miss it until the day after which was the wedding day. However I reported to a male front desk worker but said to him am still looking for it as deep down I thought we miss placed it. He did not take any action, I went back to him several times after I searched the room several times. Still he did not show any interest, I had to plead with him to contact House Keeping to establish of any thing was handed in. I also asked him to check the room that we left but he said it is now occupied so he could not.

Two days after when I could not take it anymore I went back and a lovely front desk lady Tanise she called security. Security took the information, however I had to insist I needed the Police. When the Police came my Sister and my youngest was sat in close proximity and overheard the security lady asking the Police "what do you think?" Implying she thinks I had made it up. I was livid, I basically said to what would be the point as I will not be able to get it back. Also I was pretty much sure my insurance will not cover cash! Following this I established it wouod only cover up to £300 and I would have an excess of £150 so I would only £150, when I've lost roughly £750. The outcome from the Police visit was for them and the security to search my room again. Although I told them the money did not make it to my present room also that we've search it a million times. The security had the nerve to tell me to search through my belongings whilst she look on! I told her she can forget it as am not putting myself through the ordeal again. At the end the Police told me I had to travel to Green Island Police staion to make a report! They also insisted to ask where my husband was although I told them he was out doing business. They proceeded to ask if I think he could have take it ! So I said oh yes he stole his own money! So not sure why they came.

The security contacted the house keeper to come in as she had been off work since the incident. She met us in the lobby onfront of the Police, the security, other staff and guests she verbally abused me, shouted at me and said I accussed her of taking our money. I tried numerous times to say I did noy and would not as I have no idea where it went. However she continued to the point where both the Police and the security had to tell her to stop as I did not accuse anyone. I saw her a few time before I left and she did not applogise neither did any manager dealt with her actions.

Anyway I went and on arrival they had receipt prepared and handed it to me in arrival and told me it is for my insurance. So I said oh ok so you all think I would do this for £150!

After all this I had to go back to the front desk and ask to speak to tgeir Guest Relations Manager as none came to us. Two managers met with us twice which we instigated and said they would update us prior ro our departure. However we checked out on the 17th and heard nothing!

I forget to mention also that our safe errored after a few days and when the gentleman came to fix it he had to call maintenance as the barrel was missing. When maintenance came my husband said they were in shock as bits of the safe were missing. Also oyr patio door was broken. My husband provided that additional information and one of the maintenance gentleman also said he would be able to provide the report. However no one was interested.

To top it off my daughter ask them to store her wedding cake and cupcakes after ger wedding and when she went back for it their staff had eaten most of the cupcakes! She had to argue for refund and she yet to get it although they agreed they would pay.

All I can say my deeply disappointed with my own country ! For big company Riu your procedures are very poor

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9:11 pm EDT
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RIU Hotels & Resorts riu palace approved facebook page

We are currently staying in Cape Verde at the riu Palace I have spoken today to the assistant manager Pablo regarding a Facebook page set up saying its a approved site they will let nobody put any comments regarding any customer issues the site is basicly saying your hotel is perfect so when customers have issues they are not allowed to voice an opinion in my opinion and many other people we have spoken to they may not come back as it looks like your company are allowing them to run the site for you. Some of the people who we have spoken to would not have come knowing this. The manager said he was not aware of the Facebook page and said it is not approved and would report this. The site needs to be closed as its costing you customers re booking or not wanting to visit.
I await your swift response we would book this hotel in a heartbeat again but those who have not been are being put off.
Kind regards Adrian Beman

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12:03 pm EDT
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RIU Hotels & Resorts front desk staff at reggae, asking for more money on my booking & getting locked in the room in the palace.

I am not sure were to start
I booked myself and my sister into the Riu Montego Bay, when we arrived we were told that we would have to share a bed because the hotel is full so even though we requested two beds it was not possible. the room we got was on the ground floor opposite the store room we could hear everything that the staff were saying? I got a call from customer services asking if everything was ok? I told them no because we have got to sleep together and listen to the staff guarding the store room. after about 5mins I got another call telling me that I must go to the front desk because it has been arranged for us to move into the reggae, but one of the nights we would have to go back to the Riu Montego Bay then come back to the Reggae the next day.
when the day came to move back to the Riu Montego Bay it was the same problem we would have to share the same bed. I asked if they had any rooms in the palace and was told yes but I would have to pay for the one night before going back to the Reggae. I paid over $400 dollars for the one night only to get locked in the room. there is a lot more regarding this but I shall leave that for later. when we went back to the Reggae the next day I was told that I have got to pay again to come back to the Reggae, by this time all we wanted was a room so that we could get some rest. I told them that I am not paying for the same room twice because I have just paid over $400 us to stay in a room that I was locked in due to the battery in the door running out plus the maintenance man having to shave off the top of the door so we could get in and out. I had to meet with the hotel assistant manager who was very nice, she informed me that the staff should not have asked me to pay more money to come back to a room I already paid for. she could see that we had spent more time out of our room at the front desk, and she said not to worry and made sure that we were given a room. I have since sent in a complaint about this because I had enough of paying and being asked for more money.
I would like to say that I have stopped in the other Riu on the island and never had this problem but it was being refurbished at this time so we booked into the one in Mo Bay. we ended up leaving the hotel at 4pm because the manager said that we could stay in our room for a bit longer because of all the problems and money I spent. I took a large group of people to Jamaica last year and we all stopped at Holiday Inn and we had no problems so this year I decided to try your hotel, well what can I say more than can someone contact me please before I do my review.

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8:29 am EDT

RIU Hotels & Resorts I was robbed twice while staying at riu palace macao

I came to visit this time with a group of 15 friends and on the first night of my stay my room was robbed of all $400 of cash AS WELL AS my debit card. I immediately went to the front desk where they essentially only told me that they would "investigate" the situation and never got back to me. At the time of the report, he confirmed with us there were 3 people he knew had access to the room and that they were forbidden to enter rooms that had a "do not disturb sign" on. A few days later I continued to ask management and they only told me my option was to go to the police and file a report but I would never be able to receive a refund as it was "my word against theirs" I continued to ask them to attempt to make it right by compensating me even just a massage and they told me no... I lost all my money to get back to the US and they didn't care a single bit. FURTHERMORE I found 3 nights later another employee entered the room and stole all of my jewelry. The hotel again, stated it was impossible to enter the room when we have photos showing our "do not disturb" sign was there and they proceeded to come in and rob us again. There is employees walking around the hotel smiling and then stealing your items and management allows it to happen because "there are no cameras facing rooms" They are setting up for guests to be robbed and not being held accountable at all. The first manager claimed that it was one of 3 employees that he needed to "talk with" and a separate manager claimed it was impossible for an employee to enter the room with a "do not disturb sign." Everyone gives you the runaround and there's no justice at all whatsoever. The end story is that I had to file 2 separate claims and will never see my cash, card or jewelry returned.. I have spent thousands of dollars on this trip only to be robbed by the employees. It's EMBARRASSING how unprofessional and sad this hotel is. I WANT JUSTICE FROM THIS SITUATION other than blasting it on social media so others can be warned about how terrible and disgusting management is. I am genuinely very sad for the thousands of dollars spent on this trip just to come and be robbed of all of my cash, card and most prized possessions. No one sympathized with me or ever apologized.

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6:15 am EDT

RIU Hotels & Resorts staff discipline

We went there on 10th & 11th August, 2019 for a corporate package (as it was our annual office trip). From the moment we stepped into the place we were highly dissapointed about your staff.
We went there after a long travel and all of us were tired. Since there were no room to get seated, few of our kids have just leant over one of the small tables at the lobby. The foreign lady who is your staff member has rudely asked their parents to keep their kids away from those table as they might get damaged. Isn't there any other way to communicate this in a polite manner?

Second incident was that we didn't have our rooms on time. Check in time was 3pm. But 2 of our staff members were asked to wait for another 20 minutes. They were told that their check out time could be delayed accordingly. When we complained on the matter, after some time they gave us 2 rooms from upstairs (we were separated from others). Is that a solution? We have made the bookings 2-3 months before. Still you haven't made any plans to hand over the rooms on time?

Third was that we had a mother alone with her 3 year old kid. Yes we admit that he's hard to handle. However the child suddenly had pushed down the glass on the table and run away. A mother has to get caught of the kid first before looking to the damage (hope you understand the scenario). So she has run after the kid. That foreign lady also was after her. Once she stopped with the kid this foreign lady has started shouting at her very rudely asking the mother to keep her child away from the breakable items. She actually was trying to teach her how to manage her child. In front of the whole lobby she has made the child's mother so embarrassed. We could have paid you the damage if we were asked to. Is this the way you treat your guests? We have had entered into your hotel after settling the total bill. Is that the reason for us to get harassed by your staff?

Fourth incident was one had asked for a finger ball after dining. That was also rudely refused by your staff saying that it is a 5 star hotel and not providing any finger bowls. It is a fact that we are Sri Lankans and we don't use cutlery to eat sri lankan food. And providing a finger bowl would do no harm to you or your hotel's image.

I assure that we will never ever recommend this hotel to anyone.

Please advise your staff to be friendly and disciplined. Try to maintain a customer and child friendly environment.

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Update by Shanidhi Dias
Aug 20, 2019 6:17 am EDT

We went there on 10th & 11th August, 2019 for a corporate package (as it was our annual office trip). From the moment we stepped into the place we were highly dissapointed about your staff.
We went there after a long travel and all of us were tired. Since there were no room to get seated, few of our kids have just leant over one of the small tables at the lobby. The foreign lady who is your staff member has rudely asked their parents to keep their kids away from those table as they might get damaged. Isn’t there any other way to communicate this in a polite manner?

Second incident was that we didn’t have our rooms on time. Check in time was 3pm. But 2 of our staff members were asked to wait for another 20 minutes. They were told that their check out time could be delayed accordingly. When we complained on the matter, after some time they gave us 2 rooms from upstairs (we were separated from others). Is that a solution? We have made the bookings 2-3 months before. Still you haven’t made any plans to hand over the rooms on time?

Third was that we had a mother alone with her 3 year old kid. Yes we admit that he’s hard to handle. However the child suddenly had pushed down the glass on the table and run away. A mother has to get caught of the kid first before looking to the damage (hope you understand the scenario). So she has run after the kid. That foreign lady also was after her. Once she stopped with the kid this foreign lady has started shouting at her very rudely asking the mother to keep her child away from the breakable items. She actually was trying to teach her how to manage her child. In front of the whole lobby she has made the child’s mother so embarrassed. We could have paid you the damage if we were asked to. Is this the way you treat your guests? We have had entered into your hotel after settling the total bill. Is that the reason for us to get harassed by your staff?

Fourth incident was one had asked for a finger ball after dining. That was also rudely refused by your staff saying that it is a 5 star hotel and not providing any finger bowls. It is a fact that we are Sri Lankans and we don’t use cutlery to eat sri lankan food. And providing a finger bowl would do no harm to you or your hotel’s image.

I assure that we will never ever recommend this hotel to anyone.

Please advise your staff to be friendly and disciplined. Try to maintain a customer and child friendly environment.

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3:57 pm EDT

RIU Hotels & Resorts charged twice for hotel stay no refund!

I am a professional corporate pilot and manager for a major US Burbank Studio!

My client BOOKED and PAID for several rooms for the crews for our stay! These are verified credit card charges and was done on ORBITZ one of the worst travel companies we've ever used! In fact we will never use Orbitz again nor stay at any of their hotels.

When we arrived, they Forced us to pay twice for the rooms and WE HAVE TRIED FOR 4 months to get a refund and both ORBITZ AND the RIU hotel plays stupid but RIU KEPT the money!

We were forced to WAIT 3.5 hours just to get to our rooms after we flew 6 hours to get to Jamaica! They kept saying that the reservations were closed so we would have to PAY AGAIN even though we had all the documentation with us! The desk did not care!

I despise this chain of hotels and only stayed here once before and each time it was a minimum of 1.5 hours to check in! Never again!

STILL TRYING TO GET MY REFUND AND THEY PLAY STUPID!

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8:09 pm EDT

RIU Hotels & Resorts scary fight at hotel no security.

Just got back from riu in Bahamas. This was the 3 time I have stayed at a riu hotel and have always been very happy but this time I was scared and doubt I will ever be coming back and will also tell my coworkers and friends who travel a lot the scary experience I had.

I saw a fight happen right in front of my face and NO real security to help. I saw actual guests having to stop the fight not security nobody jumped in the pool to stop it. It was chaotic and scary.

A girl got punched in the face by a male who was involved in the fight.
The fight cont out to the pool and I got pushed after all the chaos of the male punching the girl.

I felt very unsafe and the fact that security presence was not felt. Thank God for guests they put it to an end and eventually the situation was controlled. I was shaken up for the rest of the night and didn't even leave the

I paid good money and just wanted to celebrate my 40 birthday and was robbed of the day

You need to do something about security and also at the Bahamas location. Having to make a line at least an hour before to make a dinner reservation is crazy. I shouldn't be stressed of what place I'm able to eat when I'm trying to enjoy my vacation

Over all I was very disappointed scared and feel cheated on my special trip.

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4:23 pm EDT

RIU Hotels & Resorts service and hotel

I was there for 4 days three nights. June 19- 22, 2019. The worst customer service I have dealt with. The rooms we booked were 4 total. The rooms were not ready at time of check in. When we finally got into our rooms, We had to carry our own luggage up stairs. There was no one there to transport them. So down a long pathway, then up the stairs we went. Mind you 8 Females with a lot of luggage. When we got into the rooms, one of them had no air conditioning? They finally came up to the room a half after we complained. Then then tried to fix it. after 20 minutes of sweating they FINALLY gave another room. oh, They down sized the room as well. The beds were very nasty and thin. The rooms were dirty, no comforter, Just sheets. The entire stay there, people (workers) were rude. I am not one to write a complaint. I don't have time for it. I had to do this because it was that bad. I could go on and on about all the other issues I had, but I don't have the time. I needed people to know about this place, and what is actually going on here.

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11:28 am EDT

RIU Hotels & Resorts spring breaks

We choose this hotel as it stated in the literate that they did not accommodate spring breaks and we were looking for a quiet relaxing holiday.

The first week over 20 18 year olds arrived and as it was legal for them to drink they were running up and down the corridor, banging on doors, rolling glasses up and down the floor, screaming and shouting.

We did mention this to the reception as did not want to phone at 0330hrs as did not want the culprits to know it was us as did not fancy them banging on our doors.

They were groups of them in the pool drinking constantly and very loud, they were chasing the wild life (i did intervene when them were chasing a large gecko as do not like cruelty to animals) one of them collapsed in reception late at night and the staff tried to assist but were abused verbally.

Although there was a group of adults possibly with them they did not appear to be interested in the unruly behaviour whatsoever and this did spoil the holiday for us.

If you cater for spring breaks it should say in the litreature as we would not have booked if this was the case

Also the hotel is all inclusive the disco and casino should provide free drinks

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6:22 am EDT

RIU Hotels & Resorts food poisoning

I am writing this complaint after being subject to food poisoning on my recent holiday with yourselves.
I have returned from a 7 night holiday, with my partner. We stayed at the Rui palace Boa Vista, Cape Verde. This is classed as a premier holiday, 5* hotel with yourselves and cost us over £1600 for the week.

Unfortunately on Wednesday 8th of May 2019, the fifth day of the holiday I got very violently ill, very quickly. This particular morning was no different from the first few days of our holiday, we went down to the buffet restaurant and ate breakfast . This was approximately at 9.30am and I ate nothing unusual. Bread, Eggs, mushrooms and smoked salmon. Within 15-20 minutes of eating breakfast, I started feeling severely unwell. Symptoms of extreme cramping and waves of nausea.

Within 45 minutes, I was back in our hotel room, vomiting severely. The vomiting itself was extremely violent and constant. From 10.30am to 3pm, I vomited every 15-20 minutes, in total around 45-50 times violently. In-between the vomiting, I had extreme hot and cold sweats, excruciating stomach cramps and abdominal pain and a feeling of such intense nausea.
The violent vomiting was extremely painful especially as time went on and created an agonising pain in my abdomen. I knew to keep hydrated however I couldn't even keep the tiniest sips of bottled water down.

At 1pm my partner had gone down to ask reception to see if I could see a doctor. Unfortunately to no avail. Reception said the doctor was out and would need to be called back to the hotel especially for me at €120 cost instead of €60 charge.
I didn't feel this wasn't correct as we were told prior to starting the holiday, their was an on-site doctor during certain hours for our hotel.
After two checks back down and to our booking operators Tui, he managed to find a representative. They agreed this wasn't correct information and that a doctor should be on site currently. I got an appointment at 3pm with the doctor.

This was an awful experience in itself. I had to walk across from my room, through main reception area and into the parking area at the front of the hotel to the doctors bay. Which to me for sick / ill guests is an awful place to have put the doctors bay. I was greeted by a nurse who asked me details etc of what I had been experiencing. After filling in the information, she assessed me. In which I had a high temperature/ fever like symptoms, extreme nausea and my abdominal area was extremely painful/cramping. I was severely dehydrated.
The nurse on site in your hotel took 3 attempts to place a drip in my hand. Once in the side of the wrist and twice in the front of the hand. Something which was extremely uncomfortable and painful considering how ill I already was. This wasn't good enough.
Once placed on a drip, I was also given anti sickness medication/cramping relief and anti diarrhoea medication.

The doctor was not onsite as I had been told and the whole time the nurse was dealing with me in the doctors bay. She was consulting the doctor via the telephone and just kept saying ‘he will be here soon'. After nearly an 45 minutes to an hour of me laying there, feeling absolutely awful, a doctor finally arrived. He examined me for not even two minutes, by pressing on my stomach (which was extremely painful) then making his diagnosis. He wrote my diagnosis as ‘gastroenteritis' and prescribed medication to aid this. Again in my
Opinion, this wasn't enough time or expertise to diagnose me.

I do not believe this was ‘gastroenteritis' at all, as no other checks were completed by the doctor nor a stool sample for food poisoning. Even though I requested for this.
Gastroenteritis is a stomach bug, which usually develops from 12 hours onwards from digesting food or coming into contact with someone with the ‘bug'.
It sits in the lining of your stomach causing its main symptom of watery diarrhoea- which I did not have. My time scale of my events does not match up also to allow this ‘bug' to develop this as my illness was very instant of digesting a food contaminated and then my body being violently sick.

After 1 and a half hours I was able to leave the doctors bay, pay my doctors fee and return back to my hotel room.
I continued to feel unwell with frequent bouts diarrhoea and nausea. It wiped me out the rest of the duration of our holiday.

I did log my complaint in the hotel with the Tui representatives, who took my details. Please can I also state that I did not drink anything but bottled water the whole holiday nor did I eat outside of the hotel at any point.

Food poisoning due to your hotels mistake has had a massive impact on our last 3 days of our holiday. These holiday days became non existent and wasted. I am severely disappointed in how our holiday ended due to no fault of my own. Considering this Rui hotel is a brand new establishment and classed as a 5* premier holiday, I would of absolutely thought better precautions would be done to prevent issues with food poisoning arising. My partner and myself wasted the use of all the amenities of the hotel for the last three days and after saving long and hard for this holiday this is not what we expected to come away too.

I frequently travel and use packaged holidays mainly staying in the trust name Riu. I feel so shocked and disappointment with the whole end to our holiday experience. Not only did it ruin my holiday but my partners also. We both did not expect to be going on our first couples holiday to obtain food poisoning so severe that the other has to care for them the rest of the duration.

Since being back in the U.K, I have been checked over by my doctor and had a stool sample sent off. The side of my wrist has bruised from the attempt of a cannula but I am back to myself.
We both feel as if our relaxing couples holiday we planned and worked hard for was taken away, with the horrendous sickness, stress and severe pain the food poisoning caused.

I look forward to hearing your response on this matter.

Yours sincerely
Lauren Clark

[protected]@msn.com

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Antonylorenz
, GB
Jun 26, 2019 1:35 pm EDT

Hi I experienced a very similar situation at this hotel and tui have refused to acknowledge that there is an issue despite many more people reporting the same .

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Sweet81
, GB
Feb 24, 2020 9:37 am EST

We were there January 2020 our 2nd week of holiday ruined as husband had food poisoning at same hotel Rui Palace boa vista

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9:43 am EDT

RIU Hotels & Resorts member of staff chicken

We have just returned from your hotel with an AMAZING stay and want to return however so disappointed 3 days before we left I logged a complaint 3 times and didn't get any feed back as chicken from the entertainment team upset my son when he fell over and shamed him in front of everyone on the beach when he clearly was in pain and crying this stopped my son coming out of his room for the last 3 days as he has special needs and that really upset him when we asked chicken why he did this he replied that he could do what he wanted and "people like us come to the hotel and think we can do what we like " he was disgraceful
Total disgrace to your hotel.
I then went the next day to see what had happened and was told they would sort it out and would let us know the supervisor of the entertainment team approached my husband to say he was their at the time and could see it clearly upset him and myself and said he would make sure chicken apologised to my son.
Nothing was done and on the last night I saw chicken and said he upset me son who has problems and he just laughed in my face!.
This is just unacceptable and we wanted to return next year as all staff was so amazing I am a travel agent
And book a lot to your hotel on my recommendation, this has just left us with bad thought of the hotel
And I hope he does not embarrass or upset any child like he did mine.
I did go and complain after I spoke to chicken and nothing again was done.
Look forward to hearing from you.
18/5/19 we stayed 14 nights Garvey Rachel.[protected]@travelcounsellors.com

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2:07 pm EDT
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RIU Hotels & Resorts staff behaviour of waiter in main restaurant

I am complaining about the behaviour of a member off staff to me at the above hotel. The incident that provoked this is relatively trivial - I with my partner went to sit down a a table for evening meal on the 2nd of June at approx 7.00 by the window and was told by the waiter -( ‘moroak' i think his name was) that we could not sit there as we were only two and the table was two tables of two pushed together this despite there been many empty tables of four around and the row of tables adjacent to the window were all twins - i could not understand this so went to speak to the manager when i returned he had poured water into the glasses and told the manager the table was taken and that they were at the Buffett which was a lie. I was told to sit elsewhere as the tables were taken. The table then sat empty for over an hour ( see photos showing how it had got dark and and the water remained in the glasses - table by the window) and the waiter kept turning people away from the table this despite me drawing this to the attention of the management. After just over an hour four people turned up he shook there hand took them to the table and received a gratitude turned to me and laughed out loud. I felt humiliated and offended by the way he treated me as a hotel guest with a complete lack of respect with and deception and lied. I feel as though my complaint to the management was brushed as side and no action was taken. It has upset my partners and i stay at the hotel and our holiday The managers name was Marc Lius Benaiges

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7:22 am EDT

RIU Hotels & Resorts the noise level of guests all night

Hello, We checked into our delux vip villa yesterday at the riu palace peninsula cancun
Checking was fine and all good as usual.
This is the 3rd time here so back again for our wedding anniversary from Scotland
I didnt expected after the last 2 stays I would be complaining after 1 night but I have to bring to your attention the noise levels ALL night coming from around the sports bar area constant screaming and shouting it's now 6am and it's still going on.
We thought paying extra for the delux area would be a great addition but so far VERY disappointing with the noise
Even people out partying on balconys in main hotel all night and never once anyone asked rooms and bar to respect other hotel guests
This is now into 2nd day and we are guessing it's going to be spent sleeping in room as we have been up all night.
Also small detail to add our fridge has nothing in it.no soft drinks, water 3 beers and 1 pack of coffee between 2
Guests
I probably won't hear back from you but would appreciate a response
Mr greg gibb room 2121

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8:50 am EDT

RIU Hotels & Resorts riu club negril

Dear Sir/Madam

I am currently a guest at Club Hotel Riu Negril. I arrived for my stay on 20th May 2019 with the intended check out of 27.05.19 with an all inclusive package. I write this email to bring to your attention many failings of this hotel that has put my physical and emotional health at risk. On Tuesday 21st May, I went to breakfast at Green island in the hotel-self service buffet. I asked a staff member whether the sausages are pork free as I have an intolerance to pork. I was informed by a male member of staff behind the food counter that the sausages were in fact beef and contained no pork (Just to clarify this was the chopped sausages in a tomato type sauce). I asked him twice and he reassured me there was no pork. Following his advice I ate the sausage which I had with boiled egg, green banana, cabbage and a festival. After having a few mouth fills of my breakfast, I said to my friends I was feeling unwell, my mouth was itchy and I started to have stomach cramps as well as developing fever like symptoms. I left breakfast immediately as I was worried I was having an allergic reaction. Just to clarify I have an intolerance to pork and an allergy to fish an nuts. Throughout the day I experienced vomiting and diarrhoea. I called reception on this day to advice I was feeling unwell and requested to see a nurse. I was advised that this would cost 40 dollars to be seen by a nurse in my room and 30 dollars if I approached the nurse downstairs. As I had not changed any money I was unable to use the medical service.
I called reception several times to request for peppermint or ginger tea as I was feeling extremely unwell and I was advised the hotel do not do room service. It took several phone calls to the reception for them to take this seriously before they agreed to bring me ginger tea, my sickness continued nonetheless and I was bound to the hotel without any food.
On 22nd May, I again had breakfast as I had not eating for some time. I avoided a lot of the food as I feared that I could have another reaction and my stomach was still unsettled. On this day I had calaloo, green banana and fruits.
On 23rd May, again at breakfast I enquired whether any of the sausages contained pork and the female member of staff behind the food counter stated ALL the sausages are pork including the chopped sausages. I explained to the lady that a couple of days ago I was advised the chopped sausages were beef. The staff member explained that this was the wrong information and reiterated that ALL the sausages were pork.
She directed me to the cold section and stated that I could get some turkey ham, however, whilst at the cold section and there being NO LABELS, I asked another member of staff and they stated that again at the could section all the hams were pork!
I then approached the reception and spoke with the manager who directed us to the nurse. The nurse was very concerned about the symptoms and recommended I see a doctor at the cost of 215 dollars and the manager stated that I must contact the legal team as the hotel were unable to assist with the cost. I continued to feel sick and unfortunately I am yet to see a doctor. I have now had to make contact with family in England to request for financial assistance.

I am extremely dissatisfied with the service. I have paid for an all inclusive and now unable to use this service. I do not feel like my health has been seriously, I have major allergies and this incident could have had life threatening implications to my health. The labelling in the restaurant is not good enough and the serving spoons are cross contaminated and some of the staff have limited knowledge about the ingredients of the food. These failings are not good enough for a so called reputable hotel chain. I have spend thousands on this hotel and unfortunately will not be able to use the service.

Yours sincerely,

Nadine Tokosi

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10:21 am EDT

RIU Hotels & Resorts hotel rooms

Never in my over 25 years of traveling have I experienced the lack of caring service, level of filth and unsanitary conditions at a hotel, let alone a "resort" that calls itself a "palace".

Saving up money for vacation every year is a task in itself. Taking time off from work and life duties, looking forward to relaxing and having a good time. It doesn't happen often. When one goes away - they do not even fathom the things we experienced last week at the Riu Antillas.

First - Checking in.
Somehow Expedia defaulted or made it unclear that when I selected this trip/and room that i was only one person. This was extremely unclear and I am not even sure it's at in any way my fault. When we arrived at the hotel to check in, they said my reservation was for only one person! I had to pay an extra $1429 for my wife to even be there.

So in reality, the price for two people to stay at this cesspool is over $4000? Because I paid $2500 to Expedia and $1429 to the Hotel. That is insane. I don't think it's right because of all the adverts I see online - this doesn't add up.

**I called expedia about this and never heard back

Secondly and most importantly -
Our first room had a broken / breaking AC that sounded SO loud, I went back down and had the room changed.
Second room - AC Broken. Maintenance came up and repaired it.
*Walking around the unimpressive room was just sad. It is gloomy, severely outdated and that's just the minor. We spotted MOLD, stains, cracks, chipped paint and just plain filth. IS THIS WHAT YOU HAVE TO OFFER? We couldn't sleep in that disgusting room and breathe right at all - most likely due to the mold and stench. The minute we wound up sleeping at the Hilton we could breathe at night again. I should report this to your Health Board and the CDC.

The next day on my supposed relaxing vacation - I had scheduled us an early ATV tour, the next was a all day cruise. I couldn't do much about vacating the hotel because of these pre paid excursions. Ruin my whole trip because of your disgusting hotel? Great.
So, we had to deal with it and wait until our day trips were complete and try to just make the best of our horrible room and time there.

On Friday, I called expedia to get the ball rolling and try to be out by Saturday. Long story short, I was asked to talk to the front desk by Expedia and when I did, a young lady told me no Manager or Sales Manager was available at the time. REALLY? On a Saturday? Hiding maybe from all the other people I saw complain about things every time I was in the lobby?
So, rather than waste MORE HOURS of my VACATION time. I returned Sunday morning and spoke with someone who instructed my to talk with Jaqueline. I think it may have been an assistant desk manager (she had glasses on / was nice)
Out of everyone I interacted with, she was the most pleasant.

She said we could check out and wanted to take our bracelets. They wanted to take our bracelets on Saturday with no guarantee I would get money back for pre paying and leaving early. So I am just going to hand over what I paid for with NO GUARANTEE? REALLY? WOW.

I gave in the shackles and with no promise, agreed to return to talk to Jaqueline. I also visited with the Asst. GM who was the most unprofessional person I interacted with at the hotel. Absolutely no regard to make us feel cared for or showed NO remorse at all. I was so upset, tried to contain myself when he OFFERED NOTHING. NO I DON"T WANT ANOTHER CRAP ROOM. I WANT OUT! I asked him if he wanted me to post reviews with pictures and tell everyone what a dump the hotel was. He offered to call the police on me. REALLY!? Really...His office smelled like 1, 000 cigars too - very professional.

We left.

ON THURSDAY night. I had booked my room at the Hilton. Paid out another $1500 so we can stay at a SANITARY hotel. We had a nice time there. It was clean, and normal. there were outlets, pads, pens, ZERO dirt and ZERO mold. Staff were friendly and it smelled great.

So - currently, we have nothing from Riu. I have reviews on Trip Advisor, Expedia, Yelp, and Google. Guess that's what you all wanted?

I am owed a refund for the time we left and wanted to leave but couldn't get a professional response.
This was our first time to Aruba after hearing nothing but great things. I have absolutely no desire to return thanks to the Riu.

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12:43 pm EDT

RIU Hotels & Resorts riu tikida palace

We have been coming here for over 4 years and never have I been subject to such bad language and disregard. What's even better is that when I went to reception this was just ignored and disregarded, these people are not even resident at your hotel and I was advised by reception this was fine. Really are we allowed to pay and stay at another hotel come in here and drink and use facilities? What then happened was bar staff then advised the non paying guests how to get drinks by getting friends who were staying at the hotel to get the drinks for them, I saw this first hand when the staff came to shake the hands of the non paying guests. This is far from what I would expect at this hotel, my expectations of this hotel have gone down dramatically since my last visit. I will be forwarding my email to RIU direct as well as TUI.

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11:45 am EDT
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RIU Hotels & Resorts poor resort, horrible customer service

hope all is going well with you. This email is in reference to my reservation (WRCOA6Y7) 24-29 Apr 2019. This resort was in the process of closing for approximately 5 months on 29 Apr 2019. I did not receive any notification when I made reservations (15 Jan 2019) or when I checked in. I received a memo from hotel staff on 2nd day of my stay stating resort will close for remodeling on 29 Apr 2019 and they needed guest to check out by 12pm.
While in the resort, the resort staff was preparing for the closure. The elevator was out of order which required me to either walk up 4 flights of stair or walk a long distance to the room. There was several safety violations. The elevator had a panel with loose wires and opening in which child could access and fall. The restaurant's ran out of food every day of my stay. On one occasion, we waited 1.5hr for food and they brought meat but no only one potato (for three people to share) because they ran out of food. We arrived at this restaurant at 6:30pm and it wasn't crowded. The buffet restaurant ran out of breakfast items (for omelettes). The last evening meal the buffet served left-over food and the other restaurants were closed for remodeling. The bar had all cheap (bottom shelf) liquor. The bar ran out of certain rum on the first day of our stay. The pool activities was not at the level of any of the other Riu I stayed in. The music was played using a portable boombox.
The reservation staff should have notified me of this remodeling when reservations made. I was not given option to change reservations until after remodeling. I was charged the same fees as if resort was up and running at 100% and it was not. I discussed this issue with resort management. I am requesting that customer relations contact me in regards to this issue. I have attached several pictures for your review.

v/r
Rhonda Y Maccou

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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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