CB Hotels and Accommodations RIU Hotels & Resorts Won't own up their mistakes & waste of our money + time

RIU Hotels & Resorts Reviews and Complaints

RIU Hotels & Resorts review: Won't own up their mistakes & waste of our money + time

LiAn Jackson of US

Sep 14, 2025 11:49 am EDT

Verified customer

Featured review

RIU completely failed us. What should have been a simple request turned into a logistical and financial nightmare because of their staff’s negligence.

We were explicitly told by the front desk that our tuna would be ready for pickup at 5 AM. That was a false promise. Trusting their word, we left it with the hotel - only for RIU to mishandle it and force us to chase it down from another state through a friend.

Because of this failure, we had to cover:

- Extra gas and mileage driving out of state
- Last-minute hotel accommodations
- Meals on the road
- Stress, wasted time, and energy that never should have happened

Instead of acknowledging their mistake, RIU brushed us off with a copy-paste apology and zero accountability. No recognition of the real costs we incurred. No offer of compensation. Just hollow words.

This is unacceptable. We are demanding fair reimbursement for our expenses, and if RIU refuses, we will escalate:

- Formal complaint to corporate
- Public reviews across all major travel platforms
- Reports to consumer protection agencies

RIU had every chance to make this right. They chose not to. Travelers deserve to know how this hotel treats its guests when things go wrong.

Desired outcome: Reimbursement for - Extra gas and mileage driving out of state- Last-minute hotel accommodations- Meals on the road- Stress, wasted time, and energy that never should have happened

Confidential Information Hidden: This section contains confidential information visible to verified RIU Hotels & Resorts representatives only. If you are affiliated with RIU Hotels & Resorts, please claim your business to access these details.

More context: We experienced the negligence with RIU at Cabo Lucas, and it caused us huge stress and costs. My partner brought back 20 pounds of tuna from a fishing trip, packed professionally in a box. The front desk confirmed in writing we could pick it up at 5:00 AM before our 8:00 AM flight and 5:25 AM shuttle. When we showed up, the staff (especially Manuel at the desk) was rude, refused to release it, and told us to wait until 7:00 AM - forcing us to leave it behind.

Because of this, we had to arrange for a friend to bring the tuna on another flight (with extra baggage fees), then drive 1,000 miles roundtrip from our state to another state where our friend lives to retrieve it. That meant gas, hotel costs, and wasted time - all due to RIU’s broken promise and unprofessional staff. I contacted all sources, and they still refused to compensate us. NEVER recommend you to vacay with RIU. I will keep spreading bad words about RIU. I will never do any vacation with them ever again. The customer service is disbelief and inhumane. Even with all proof I provided, and they simply brush us off.

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United States

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RIU Hotels & Resorts emails

complaints@riu.com

100%
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Support

ilacosta@riu.com

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palace.pacifico@riu.com

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More emails

RIU Hotels & Resorts address

C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain

RIU Hotels & Resorts social media
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