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Riu Hotels management
I have booked in advance 2 rooms for 4 people (parents and 2 children) in 2 rooms adjoined together for 5 nights in London Rui Plaza hotel from the 9th of August till the 14th, with credit card guaranteed late arrival.
We have arrived at about 10pm and to our surprise the hotel was fully occupied and our rooms were given to other guests. We asked the reception manager to find us alternative hotel, but he could not help. After 20 min of arguing, consulting with the hotel manager over the phone, he suggested he would put us in 2 separate rooms not next to one another, which were not ready for occupation for the night, and the next morning he would move us to our room for the next 4 days. The rooms were made for disabled people, with special fitted rooms for wheel chairs including curtained showers, very low sink and mirror, that my wife after Surgery could with very difficult and painful bow use it. The room was not ready for use, stinking stains of fresh paint all over, and so on.
We were very tired all with 5 suitcases, and it was nearly 11pm, so we had no alternative and we agreed. The reception manager asked us to pay upfront the full price of one night before we check-in, despite my argument that is not reasonable to pay the full price, especially when other guests already paid for our reserved room, and asked to talk with the Hotel Manager over the phone, but I was told he is unavailable will be there next morning to discuss it. I had no other Choice but to pay 525Euros for the 2 rooms.
Next morning, the hotel manager was not available, we have been moved to 2 our reserved rooms, not before we had to pay 1750 GBP for the next 4 days as it was too complicated to move to another hotel.
On the 3rd day we met at last the hotel manager, polite apologized saying it is hotel fault, but he has no authority to refund any of the payment, and suggest we shall write to headquarter.
he new rooms, the reception manager said they are upgraded, but it turned out that all the rooms are the same size, and the so call upgrade is 10cm wider bed.
However, the rooms in the hotels look nice, but are impractical.
The wall between the bedroom and the toilet is partly made of Mat Glass. Beautiful indeed, but if someone has to use the toilette, the light switch on, and wakens the sleeping guest who sleeps in the bed located next to the glass wall. We asked the polite r but completely useless reception manager
to neutralize the automatic light switch for the toilette, so we can use the toilette in the darkness but we did not get any solution.
Talking about design fault, the toilet seat is located too near to the door so if one sit on it , he should lock the door, otherwise other person who opens the door, may knock his knees…
Other comments the hotel corridors were filthy.
The breakfast, was good.
I have taken picture to back up all my complaints.
To sum up we would like to get compensation for the horrible experience we had, and at least the refund for the first night for our booked rooms you had given to other guests who paid for them.
Uri Lotan
Desired outcome: Compensation, Refund
