RIU Hotels & Resorts
reviews and complaints

Our reservation WRC044MP.
[protected]
[protected]
[protected]

We are writing this letter after our last stay at your Rui Macao, May 11-18, 2017. We have stayed nine times in RIU Hotels in the last five years. After our first trip with you to the Riu Costa Rica, we joined the Riu Class as preferred and regular guest. This experience at Macao has disillusioned us as being guests at your resorts ever again!

We have always traveled with at least four to six people spending thousands of dollars with our family and friends. This trip cost us $2, 728.32 for four guests for seven days. I made this reservation months in advance, In my reservation I stated that we were celebrating my daughter’s birthday, my husband’s birthday, and Mother’s Day. I stated that this was our third time to the Dominican and that we wanted a high room with a beach view. You would think with as many times we have stayed we would get priority room position.

We chose this hotel specifically because it was an all adult property. Never when I was looking at this property did it state that there was major construction going on at the RIU property next door. As stated we payed full price for a great vacation which we did not receive. If this would have been stated we would have stayed at the RIU Bavaro.
This was the WORST hotel experience we have ever had at any of your hotels.

Attached you will see our view from our room. We thought this had to be a bad joke! We went right back to the desk. We spent 4 hours trying to solve the room situation with them. We told them to look up our portfolio and change our rooms, that our room was unacceptable, we payed full price for quality rooms. The first front desk receptionist was so rude! She preceded to tell us that these were our rooms and they wouldn’t change it. We asked to speak to a supervisor. She started screaming at us,
“ Why? Why?” We stated that we were not dealing with her any longer and wanted to talk to a supervisor. She stormed off and just left us standing there. She didn’t wear a name badge because, I would be calling her out and I looked several more times during the stay and she never had one on.

Another desk person finally got Manny the rooms supervisor to came out. He stated that there weren’t any other rooms available. That we would have to stay in those rooms for two days. As I stated above, we spent four hours at the front desk arguing with them. We were exhausted from the flight and ordeal and went away…. After we came back from dinner, the construction was still going on full force. See pictures attached. We also have videos of how loud it was. My husband called the front desk and spoke to Manny the supervisor again. We stated again that we had stayed with your hotel chain a lot in the last five years. That we had been very loyal and that this was not acceptable. We said that we wanted to move to the RIU Bavaro. Manny then told Gary to come down that he had two rooms that he could move us to. They moved us, it was still on the construction side but they had a green net up so that you couldn’t see it but we were woken up at 7:00 AM from the hammering.

Another problem we had - We had no idea that this hotel doesn’t take American Express. That is the card we always travel with. After our nightmare experience checking in. It gets worse when we discover you don’t take American Express. Thankfully I was able to move money around to pay for half our room. We told them we would be able to move funds around and pay the balance the next day.

When Gary went to pay our balance on Monday, they asked did we like our new rooms. Gary said No, we were woken up at 7:00 from the hammering. They told him to come back at 1:00 the next day and that they would change our rooms again. We were there Tuesday at 1:00. They gave us keys to go see the room. They had moved us to the main building but we were on the first floor. Our view was the roof and back of the restaurant. We went back down and said No, this is not it! They moved us to the 2nd floor. We still couldn’t see the beach but had already wasted three days dealing with this. I don’t go on vacation and expect to have to move rooms 4 times!

A review of your property …The entertainment staff was terrible. We asked when were the crazy games that we have always experienced at all of your other hotels (4:00 in the pool). Superman, one of the staff, told us, that they only do those games on Thursday, Friday, and Saturday, because this was an all adult property and the old people didn’t like the crazy games.

The buffets were terrible. There wasn’t a large selection of things like we have always experienced at your other properties. At all of the other resorts we have stayed at they had a theme night every night for the buffets. They didn’t have this here. The food was always just luke warm.

We were eaten up by mosquitos. By far, the poorest managed Riu resort.

We have stayed at your properties because we love your excellence. The food, atmosphere, entertainment, view has always been great. This stay was a major disappointment and will absolutely affect my decision to book with the RIU Hotels ever again.

Gary & Sheri Travis

Being a member of a great group with the name mambo merengue group we all wonder what is gonna happen to our so beloved Riu Merengue and Riu Bachata . We all have been visiting the place for years, some for even more than 20 years, and we all are so sad that rumours are going that it is sold.
Can you please tell us what is going on and what is gonna happen to all these people that work there...

We recently returned from a stay at the Riu Vallarta, Nuevo Vallarta. We stayed between 10/06/2017 - 24/06/2017. We were staying in room 8067, which was a junior suite.

On the 21/06/2017, which happened to be our 3 year anniversary, we checked my partners (Katrina Small) purse for our departure tax (£100 GBP all in £20 notes), and to our shock the money was gone.

The money was stored, inside a purse which was inside a zipped up handbag which was stored on the side table at the end of the bed, and none of the above items left the room after our arrival on the 10/06/2017. Unfortunately we are unable to pinpoint exactly when the cash was taken, because we never went in the bag between 10/06 and the 21/06 because we had no reason to.

Although we appreciate this money should have been stored in the safe, we did not expect a member of staff at a Riu establishment to actively look in our belongings for things they could take.

This was our first visit to Mexico, and our first at a Riu hotel. We had been recommended this hotel by family and friends who visit both this hotel and other Riu hotels frequently. Unfortunately because of this incident we most certainly will not be using a Riu again as we find ourselves in the position where we doubt the security of the hotel.

We raised this concern both with our TUI travel representative (Julia Roberts, who was excellent throughout this process), and the reception at the hotel and filled out a security report as instructed. We waited 30 minites for a member of the security team who simply seemed disinterested and didn't speak to us directly and left everything down to the receptionist.

We certainly feel like the whole process was dealt with unprofessionally by the Riu staff. We were told to return 24 hours later when the staff would have hoped to have found the missing cash. Unfortunately when we returned we were passed to a member of the Public Relations team who explained she felt the situation was very 'uncomfortable' and the process was over.

We were disappointed that the PR rep from Riu did not once offer an apology. Again, dealt with unprofessionally.

This is a real shame as up until that incident we were very impressed by the hotel, the staff (especially bar staff who clearly work very hard), and the area. It is definitely an area we want to come back to, but unfortunately it will not be at a Riu.

The PR rep advised by contacting yourselves we would be able to get more information about the incident.

Above all, i hope our feedback is taken on board for future incidents of this nature as we would not wish for this to happen to another guest.

Kind Regards

Ryan Hemmings & Katrina Small

My partner and I have just returned from a two week holiday at the riu tikida palace in Agadir, as we had been there the year before, we were truly looking forward to it. our experience this year was terrible, the service we received during our stay was none existant, the food was not cooked properly, for example we had raw meat and part cooked eggs on more than one occasion. we both came down with food poisoning in the first week and did not eat for two days, we did report this to the Thomson rep chris who tried to blame everything but the food, I even called the matre d to look at the part cooked meat on my partners plate. when we did go down for breakfast it took the waiting on staff nearly 10 mins before they came and asked us what we wanted to drink, we asked for orange juice and tea for two, when we went to get our food we came back to, two pots of tea( no milk) and no orange juice or cups, we even had times were we had no cutlery, we mentioned this to the rep who said ( did you ask the waiter for them ) we should not have to do that in a 5* hotel. we had cockroaches in the resturants, even in the a la carte, we saw a rat running around on the terrace in the evening, we know that other people complained to the rep about the food as there were many people ill. the staff act as if they don't want to be there and are very rude, with the exeption of Rashid and calida, last year I could truly say that this hotel was a 5*, this year I would not even give it a 2*, we had construction work going on during the day ( in high season )? that should not happen, as if things could not get any worse the private transfere that we had paid for did not arrive and the rep natashia had to phone round to find out what was going on, they eventually sent a mini bus for us, we paid £2329.00 for this holiday and it was a complete nightmare, we will never return to morocco or that hotel as we don't believe that we received the 5* experience that we paid for. we think that this hotel needs an unannounced visit as it has gone down hill in the last 12 months and we feel that we have wasted a lot of money, and to top it all off the plane was delayed coming back and by the time we got home we had been on the go for 24hrs. IMPRESSED I think not

I stayed at the riu Cancun from the 31/05/2017- 14/06/2017 I reported to the manager that we had had 3000 mexican pesos go missing from the safe which his resp onse was it's impossible I told him the check my safe on which he did but when he did do it the safe was telling him it hasn't been opened since the 24/12/2016 even though we had used it most of the holiday he then told us we must have lost the money but we assured him we hadn't to which he pretty much accused us of lying but the group of people we sat with at the pool also reported money stolen and even one couple were given their money back but they were on their 4th visit to the hotel implying they were telling the truth but even trip advisor states money is constantly stolen in this hotel.

I recently booked and have been on two holidays with TUI to stay at two riu hotels the first departing 20/05/2017 to the Dominican republic riu merengue for two weeks and the second just 1 day later departing 5/06/2017 to morocco riu tikida gardens. The riu merengue was brilliant except two things the first being be food was awful, almost inedible and extremely repetitive. The second being that for the full second week of our holiday the pool was shut I understand that the work needed to be done but we were not informed of this either before or during are holiday it was only when we asked about it that we were told I should be shut for no more than 2 days. The following week in morocco was horrific the worst holiday I have been on the food was extremely limited and if you don't like spices in food you were screwed, as all inclusive I was expecting some range of food. The animation ten gave little to no effort with most people, some even complaining that they hate their job. The air conditioning in our room did not work despite reporting it twice, meaning that we had little to no sleep the entire week, even to have the door open all you can hear is barking dogs. This resulted in us having to cancel excursions we had booked as we were to tired to attend. So as you can imagine after 3 consecutive weeks of little too nothing to eat, extreme lack of sleep. Overall not the best 3 weeks despite being in two different countries in two of your hotels.

Reference room and flight no- 4368083, 371, TOM 606 morocco refrence room and flight no- 4170540, 1616 TOM 085 Dominican Republic

My client -Mathew Pleasant- booked a anniversary vacation to the Riu Santa Fe in Los Cabos MX dates: June 8-June 12th.
He paid over $2700.00 for this special occasion and was totally unsatisfied with everything. You advertise the hotel as a 5 star resort and totally under deliver. The staff was rude and unaccommodating. I called the hotel twice myself to assist my client and was met with indifference. The hotel staff would not even give me their names. On Saturday, June 10th, Money was also stolen from the room I called again and insisted that the person gives me a name. I spoke with Martin. When I contacted my client to let them know to go and file a complaint however, there was nothing done about it. I am a part of a large travel consortium that refers our clients to your hotels worldwide and after this experience from my client I am not sure I will continue to send my clients to any of your resorts.
Sharon Guillory
#[protected]

Hi I'm currently on holiday in Agadir at the Riu Tikidia Dunas. I believe you state that you can't save sunbeds. However, I wake up at 6am to go for a run and whilst I'm at it I put towels on the sunbeds for my return. However today on the 11th June my girlfriend got us sunbeds at 6am with our personal towels and decorated it with Birthday banners and balloons as today is my 23rd birthday. But we came down at 9am to find our towels and Birthday banners had completely disappeared to be replaced with another couples towels. We asked and our towels were given to us from a little hut next to the animation box but they couldn't explain where all the Birthday decorations went... previous to waking up at 6am in the week I saw a life guard putting towels on lots of specific sun beds and following that people saying thank you very much for saving us a sun bed, it's clear they've been taking money to save the sun beds. It just so happens that the towels that were in place of ours and the Birthday decorations was the couple who thanked the guard the previous day for saving them the specific sun beds. So it's obvious bribery has occurred. We're very disappointed as we've been lied too and stolen from. 1. Why would our towels be in a hut only staff can access and they said they 'knew nothing about it'. 2. We want our banners and balloons back that we paid for in England. It's the principle that someone has no respect for someone else or their belongings and this is due to your staff. I don't feel this is acceptable for a riu premier hotel.

Dear Riu,

We are currently checking out from the Riu Hotel Palace Punta Cana.
Overall we had a nice stay, however, a few days ago it occurred an incident in our room 1053.
Basically, the mirror glass, which was not fixed properly in its wooden frame, snapped off with a simple movement and broke down by touching the wall behind it.
We immediately notified the reception about the event and the mirror had been replaced.
Prior to replacement nothing was mentioned by the reception on the incident.
During the check out the reception presented us a bill of 100 US dollars for the mirror, intimidating to call the police if such payment wouldn't take place. After a brief chat with the Director a discount of 50 US dollar had been applied.
We had no choice than paying these 50 US dollars but we do not agree with the charge for the explained incident, mainly because it was due to the already faulty furniture.
We didn't appreciate the approach of management on the incident.

Please find attached the picture of the bill.

We look forward for your reply on this matter.

Kind regards,
Matteo de Mas

We were in Jamaica for a destination wedding. We were at Rui reggae when a fire broke out. We were getting our lunch and the kitchen buffet area filled up with smoke. Being a fire fighter I tried hard to get my broth out. But he kept filling his plate as the smoke hit the ceiling and travelled down. I stood at the door to keep it open. So people would get fresh air.
We later were given minutes to pack and were put up at another resort.
I spent a lot of money to enjoy myself. This event has stayed with me and has ruined the memories of Jamaica and the wedding.

Myself and husband don't normally do long hall flights has I'm a nervous flyer, but we wanted to treat ourselves to a relaxing 2 weeks holiday as we both work very hard throughout the year. We saw that it was 5 star and the pictures looked amazing so we booked.

But once in Mexico and in the hotel we had a number of problems which ruined our holiday, these are has follows-

1. 3000 peso's was stolen from our safe between 19th-24th June, so on the 25th June we reported to a member of the thomson reps (Kevin) Anthony also present! who told us he would write a report it and let the hotel manager know. We had heard nothing by the following Monday 25th so we went to see the Reps again to ask for an update. On this occasion we did say we didn't want to claim on our insurance has we have an £100 excess so it wouldn't be worth it, so us reporting it was just to make everyone aware.

2. A further 2000 peso's were stolen again from our safe the day before we were due home, we tried to change the safe code only to find out that there was only two numbers on the safe key pad that worked, (number 1 & 2) so this would make it easy for any thieves to work out the combination. (we did not notice this previously) We also reported this to Anthony the Thomson Rep and heard nothing back from your Reps nor the hotel. We were in room 701.

3. I got ill whilst in the hotel with what we now believe to be food poisoning, I had Diarrhoea and stomach craps from the 25th June and I'm still ill today and having on going treatments, we are awaiting results of tests taken from my doctor and A&E. This affected our holiday tremendously has we couldn't leave the hotel or some days the room. We was hoping to do excursions but couldn't so basically the only time we saw Mexico was on the transfers to the airport and back. When I asked the hotel reception staff if anyone else has said they were ill they were quite abrupt and said NO, I asked if there was a health professional that I could get some advice from regarding my illness and all he offered was the hotel Doctor for $150.

4. Whilst there, large groups of male and females going to the RnB events that week(approx 150) took over the hotel. 2 Females were arrested for fighting, there were men fighting in the lobby, there were drinking their own alcohol from glass bottles around the pool and being very loud and intimidating, and all playing their own music on different devises so to be very noisy, on 3 occasions the pool in which we felt we could go in, (because of the other pools been taken over by young party going adults) had to be closed due to people being sick in it. Also a group of approx 100 Mexican 12-16 year oldies also arrived and was running around unsupervised most of the time, and they took over another pool. I have pictures of these groups on request

5. This hotel should be offered has an 18-30 holiday not a family relaxing holiday! And it certainly is NOT a 5 star as advertised! (although the staff worked very hard to keep it clean)
We experienced a couple on their balcony having sex during the day, and all the security and staff done, along with half the hotel who was watching, applauded when they finished, has some might consider this funny we did not... Myself and husband are very out going and enjoy having fun but this was beyond that as children were also there. Someone through a opened bottle down the stair well into the lobby where people were standing to get the lifts, it only just missed hitting people. Also Someone fouled with faeces in the lift, I have been on a number Thomson holidays and have enjoyed them, but this this holiday was honestly the holiday from HELL. Myself and husband feel we have not had our well earned break and feel we can not trust your company again.
I look forward to your reply and answer to this email and I really hope that you offer us a real explanation and compensation and not try to be pretentious in your understanding.

Thank you Tracey

Disappointed “Never Again!”

The first thing i would like to mention that this resort should not be sold
as 5star hotel .

The hotel Group does cheap deals for local people who can book all weekend
or just one day stay for 60$...

Resort is over loaded with people and security cant cope with this.

During our stay we often observed inappropriate behavior like urinating in =
the pool anf other inapropriate behaviours by local guests.
My main complaint though is about a very bad incident tbat happened to us.
The details of this are the following:

On May 19/6/2017 in the middle of the night around 3am some people came to
our room true balcony on 1st floor and still our phones and money
(180$)when we been sleeping there.When we wake up around 6.30am we realise
d that they missing and we reported to the managment of the hotel. We insis
ted to call police witch they did.This took next few hours (9 hours) for po
lice to arrived.When finally officers arrived they took report but they did
nt show much intrest in our case.When we asked for copy of report they didn
t want to give it to us and they said they will deliver this paper to recep
tion in next few days.

After police left we spoke with Hotel manager and he said that they have s
ituations like that because lots of locals coming for one or two days stay
and they do like he called, , Inside jobs, , stealing peoples belongings.

We also informed our REP from thomson but we didnt get more help.

We try to chase managment and our REP for copy of the report from police or
at least copy of report from security in the hotel but no one want to tal
k to us, staff been really rude and everyone was avoiding us.

Finally i forced them to print out report but they gave me just piece of pa
per without any information and manager refused to sign this.

Day buy day they were feeding us with stories why police didnt deliver repo
rt yet.

In the end on our last day we spoke with our ReP and she said that police r
efused to give us report because they had feeling that we dont tell the tr
uth...

And we end up with nothing..

All of the people we deal with been rude, unprofessional and they treated
us like a criminals.We didnt get any help.

Because of this what happened our holiday was totaly destroyed, we are very
disappointed

As I seen on the news that a girl was raped at the resort I stayed at on january 2017, riu republica in the dominican republic.

I wrote sunwing a complaint the day I was checking out, in the lobby of the riu republic, on my mobile device in regard to the staffs behaviour and the over all experience I received. I travel a lot I have never experienced such disrespect that I received at this resort.

My giri friend was being grabbed and hit on consistently at the resort by staff members in the restaurant and by the pool.

I got into an altercation with a nexus employee and was bullied by the resort and valet, cursed at, disrespected, then told I was not allowed to see a manager?!

I wrote a complaint to sunwing in regards to these issues and I got brushed off like there was no issue to begin. (Sunwing does not put the customer first)

Today I wrote sunwing a reply to my complaint email because now I am very concerned because I know what was going on at the riu republica was unprofessional and unethical.

After reading about tourists being raped and sexually harassed, like my girlfriend was hurassed and there is no manager to talk to then what do you do?

I would appreciate an apology for the worst vacation and experience of my life to me and my girlfriend from riu and sunwing

Advised management about drunk and disorderly conduct of people screaming, fighting, banging on our door. I Called desk and asked for security . No one came or even bothered to phone us back to see if we were alright . Two days later Custom relation person named Elizabeth phoned to ask about our complaints.
Two women staying at resort were very threatening towards me and my traveling partner . They were saying that we took their chairs that they had saved leaving a towel . Security was called over and they were no help at all they were all talking Mexican pointing and yelling at us . Later the Mexican women were video taping us.
Again Elizabeth was called to try and sort the situation out .
I feel that I was not safe at the Riu Vallarta.
We were told to contact the general manager Raul Pedregal when we arrived home.

My Riu Class # is: [protected].
It started upon my arrival on May 21st, 2017. I made my reservations with specific requests 3 months before arriving at the Riu Palace Mexico. After making the reservations, I emailed the Director Miguel Rossello to inform him of my requests. I also emailed him 1 week prior to arrival just as a reminder. One of my requests was for a room overlooking or close to the pool so I didn't have to walk much due to a bad knee issue. The next request was for a late check out since we were not being picked up until 2 p.m. When I arrived, they told me that I had received a free upgrade. When I got to the room, 2053, I didn't consider it an upgrade and it wasn't as close to the pool area as I had requested. When I questioned this, all I kept hearing was it was due to availability. This was not my 1st time here at this particular Riu. I have staying here on and off for 15 years. I was speaking on the phone with one of the front desk attendants, Jose, about how I wasn't happy with this room and he hung up on me! I then went down in person to the front desk and I told this to the supervisor in charge. I told him that this was poor customer service. I, also, said that availability to me means that if you booked a room for example a week or two before, then you would receive what was available at that time. Again, I booked a room 3 months prior! That particular room should have been available at the time of booking! I had even requested that if an upgrade was necessary to get that room, that I would use whatever points I had left plus cash if needed. They would not honor my requests. I finally got to meet and speak with the Director and explained my disappointment. I truly thought he understood. I, as previously mentioned, asked for a late check out, not once, not twice, not 3 times, but 4 times! I was told that I would hear something the morning of my departure. When I hadn't heard anything by about 11 a.m., I, again, went to the front desk and was told by the supervisor that I couldn't have it. I asked to speak with Mr. Rossello who came out and told me that because of "availability" (there's that word again!) that it was impossible to grant it to me. I told him that I had requested this several times thinking that he would be so kind as to give me the late checkout, but, no, he was too stubborn to make any exception. In my opinion, he showed poor managerial skills. This whole experience has left a bad taste in my mouth so much so that I'm not sure I would even want to return to the Riu Palace Mexico. That in itself is a travesty since this is the very 1st Riu I had ever been to with my husband who passed away in 2015. We both loved this hotel so much that we even introduced it to friends of ours who, also, loved it. Maybe they won't like it as much now after I share this experience with them. I suppose if you ask me what a desirable resolution would be, I would probably say that if I were to return to the Riu again, that any future requests I ask for would be honored respectfully. Thank you!
Sincerely,
Nancy McConaghy

I checked into Riu Jalisco on May 19th 2017 around 4pm and had no issues at all with the check in process. I got to my room and it smelled moldy, and musty. The curtains had mold on them and the bed sheets looked like they hadn't been washed. I was willing to overlook a few things, but I soon realized the air conditioning wasn't working. When I went to the front room to let them know they sent a maintenance guy up to check it out. The maintenance guy said he figured out the problem, but nothing had been fixed the air still wasn't working. I notified the front desk and they said they would switch my room, but it took over a day to get us into a new room. We had to pack up our bags by 11am the next day and didn't get into the room till 3pm, not to mention the lobby person in charge of our bags lost them. They eventually found the baggage, but acted like it was our fault for not knowing the gentleman's name who had collected them to begin with. When we finally got to the new room it was much better, but the shower head holder was broken and fell off the wall. Nothing seemed to be going right we tried to ignore the room situation and enjoy ourselves, but even in the adults only pool there were kids everywhere splashing pool water in our drinks. The hotel was poorly ran by management and the pool was dirty. Even the pool lounge chairs had bird poop all over them. The only nice thing about this hotel was the drinks and friendly bartenders. I am very disappointed to say the least and the most disappointing part is that this hotel is advertised as a 5 star hotel. If I would have seen the reality of how disgusting this place was I would have stayed somewhere else. These are just some of the things that stood out in my mind of what went wrong there are many other things I could point out, but chose to ignore. Don't advertise 5 stars when it's a 2 star establishment. I feel as if this is not a good representation of the Riu brand and was very disappointed if I could have picked up and stayed somewhere else I would have, it just wasn't an option.

Hotel could be a good hotel but at the moment I feel like I am in a prison.
The entertainment last for 1 hour each night between 9 and 10 pm, this consist of a resident band that if we're on TV you would turn them off.
The hotel has to many staff that at meal times in the dinning room just get in the way of guests.
There is no supervision of the staff who do their best without any leadership.
Food in the restaurant is another problem, vegetables are cold and a lot of the food is not replaced quick enough even when there is not much demand.
My biggest concern is that there is nowhere or nothing to do on the long evenings.
This hotel is advertised as a 24 hour all inclusive, that is OK if you want to stay up all night drinking.

We stayed at the RIU Palace Bavaro from May 19-26 (room 1086) I don't know where to start. Let's start with the food. The service was good but the food itself was absolutely HORRIBLE! You would expect that you are in Dominican Republic and there would be some flavour. Shoot we would have settled for salt and pepper, anything. The fish was OLD and constantly OVERCOOKED, The lobster tasted like it was in storage for 10 years and then served (Ridiculously OVERCOOKED) to unsuspecting tourist. UNACCEPTABLE RIU! The Japanese restaurant made we want to throw up. The California rolls that were not eaten were removed for our table, the eaten ones replenished and placed on the next table. The wasabi was so OLD is was no longer green. The Ginger was stale. Not only was the food constantly being recycled (yes recycled), we went to dinner one night and the server asked if we were finished with the salad (which I ate from and touched because i was showing my boyfriend there was bacon in there). He did then proceeded to remove the salad and place it on another dining couples table. We were appalled and totally disgusted. The bed sheets were not changed regularly even though we specifically requested for it to be changed. instead they came in and made the bed. Our time is not up but we are completely disgusted and can't wait to see the back of this disgusting hotel. You should not be robbing people the way you are. Taking hard earn dollars and promising an amazing vacation when all we were faced with the disgust after disgust. The pool was so dirty my son developed a skin rash from being in the pool. HORRIBLE EXPERIENCES! I request a full refund but I know no one cares about these reviews! If you did our experience would not be as Horrible!

RIU membership number – [protected]
5th May 2017 – Monday 15th May 2017
Riu Reggae, Montego Bay. 3 Adults
We arrived at the hotel and were greeted by staff who were extremely helpful. We checked in and enquired if there might be a possible upgrade available as it was my friends 50th birthday celebrations.
The lady on reception (Elaine) had a look and said that she could move us to the courtyard, this would be quitter and a nicer view. She said that she would organise for the sofa bed to be brought across to us.
We proceeded to our room and found this to be more than satisfactory on arrival. We unpacked our cases and went about the resort to see where everything was etc.
We arrived back at the room to change for dinner and discovered that we still had no bed. We also noticed that the optics were empty and that we only had two glasses, two towels, two facecloths, two robes etc.
We went down to reception to report this and were told that they were working on it.
We went to dinner and on arrival back at the room we still had none of the above, we rang reception and they said that they were still working on it. Bearing in mind we had been travelling for over 22hrs we were all extremely tired. We retired to bed – 3 adults sharing the two beds. I slept in the middle which was hot, uncomfortable and really not acceptable.
The following morning I went down to reception to be told “my lady, we are working on getting you a bed today”. I asked where the bed had gone that was in the original room – only to be told that this had been reallocated! I then mentioned that we only had two of everything in the room and that we needed three.
We went off for the day but on arrival back at the room nothing had been done at all. No optics, no extra towels, no third glass. We rang reception again only to be told that there wouldn’t be a bed available for tonight! I mentioned the laundry and optics and again was told that this would be sorted out.
The bar services man arrived, filled our optics and even went and filled our ice bucket for us which was very kind
The housekeeping maid arrived, documented what items we needed and said she would bring them back but we didn’t see her again!
As we couldn’t face another night of three in a bed, I slept on the concrete floor on a blue fluffy blanket from the top of the wardrobe with a sheet off the main bed! This is totally unacceptable.
I again visited reception and spoke to Jermal who listened and apologised and said he was working on getting a bed, I showed him a picture of where I slept and he was appalled and reassured me that a bed would be found. I explained about the housekeeping and lack of supplies.
We went off for the day and on arrival back at teatime we were thrilled to see a bed, the optics replenished and all laundry items that we needed! We really thought we had cracked it!
Monday – Housekeeping cleaned the room and left only two of everything again – bearing in mind we had a bed so it was pretty obvious that there was three in the room. Another call to reception – supplies never arrived.
Tuesday – we left a note for housekeeping in the room and perfect, we had three of everything but no water in the fridge at all
Thursday – housekeeping – we had three of everything but no facecloths! Another call made
Friday – housekeeping – only two bath towels and no pillow cases on any of the beds? All just left with no covers at all
Saturday – No sheets or blanket on the third bed – starting to now lose the will to live!
As you can see when you recommend a venue to your friends like I have, after staying in heaps of Riu resorts (only joining the Riu card recently) I feel totally embarrassed by the stay that we have had. I know it’s a new resort, I know that there was a terrible accident prior to our stay and that there will be teething problems but the above issues are basics? Its not hard to have three towels? Three glasses? A sheet on the bed?
I am due to be at another Riu resort in September, we have visited before but I am now slightly nervous about this as the holidays aren’t cheap and we do save extremely hard to have our breaks away. Reggae and Jamaica on the whole is a wonderful setting and place and could really be smashing but basics need to be addressed
I very much look forward to hearing from you

Dear RIU Corporation
Up until recently we have enjoyed vacationing at RIU Resorts. Unfortunately, after our vacation May 13-20, 2017 our views have changed. The RIU Palace Resort in Punta Canta, Dominican Republic did not turn out enjoyable. We have been to multiple RIU establishments because of the service, spas, entertainment, restaurants, and accommodations. We went to celebrate a 60th birthday and mother’s day. I will share our continuous dreadful experiences and am respectfully requesting a reasonable credit voucher to another RIU for future travel. I have included our receipt to document we paid over $330 per night for all-inclusive, suite for six nights. Online the palace is beautiful, that is deceptive.
The problematic events started when the Bell Hop was paid $20 in advance to deliver our luggage to suite 3031, after 55 minutes, we went down to retrieve it ourselves. Mind you upon 4 PM arrival there was only seven bags in the lobby and three of them belonged to us. We saw the Bellman and he was chatting with other colleagues and never stopped to offer assistance. While in the largest suite on the resort we were out on the balcony which has three levels, the housekeeper came in the room for night turn downs and locked us out on the balcony and left. Needless to say we had to scream at passing guest for assistance. When the maintenance man arrived, he acted as though our frustrations interfered with his time. When I called to the front desk requesting the manager on duty come see us, the request was never answered. At 9 pm, I went to find the manager’s office. Once announce he already was aware of the events that took place and his response was “Everybody is Happy to stay here and he has had no complaints” and said the maid was worried for her job? I shared with the gentlemen, who appeared to be undisturbed by the days unwelcoming actions, that I needed for him to fix things swiftly because the vacation was a big event for us. I asked him again to come to the room and speak with us, but he never honored the request. He did send flowers and moved us to another room away from housekeeper.

The establishment is old, outdated, physically and medically unsafe for heart and respiratory patients. Our rooms contained visible mold on the vents, curtain liners, elevator was inoperable for two days. We were moved from suite 3031, ocean view to suite 3043 ocean front. Suite 3043 had an awesome view but it was miserable trying to enjoy the balconies view due to the major construction site next door from 7 AM - 9 PM each day except Thursday and Friday. Each day the ocean sounds were over powered by the sounds of concrete trucks, cranes, dump trucks, welding, and crew members. A positive note, Housekeeper Carmen did an excellent job maintaining the room, she was very pleasant and helpful to our needs.
The chefs should be commended on crafting meals with substandard ingredients. They worked magic at presentation but the food was not appetizing most days. The omelet station had a roach crawling in the plates in the warmer. One night I consumed fried chicken only to get to the end to discover it was raw with noticeable blood. I soon discovered the proteins, vegetables, and potatoes that were not consumed the day before were presented the following day with a gravy, barbeque, red sauce or as a stew. The only reason to eat at the buffet was to receive the irresistible customer service from the waiters, Michael, Anny and Margarita. They made mealtime relaxed with their outstanding service. My husband over tipped them each meal because they truly have the message that customer service is paramount. The sports bar should be condemned, along with the ten machine slots

My final disbelief was our pedicures, the staff did a great job but I was so depressed that my pedicure was conducted in a store brought home style foot bowl, because they only have one Pedi-tub, which my husband utilized. You all charged $40 each for this service but don’t have the proper spa equipment.

As you can read the based on this last experience plenty of things went wrong and I am quite sure I am not willing to return to the RIU Palace under such dreadful and disappointing conditions. Our overall experience at this location was not near what we have come to expect from RIU Resorts. Again, I am asking for some sort of restitution for the disappointing stay. I would strongly encourage RIU Corporate Leadership to visit this location unannounced to experience the poor conditions and consider immediate renovations.