Rui reviews and complaints

Below is a series of emails sent prior to and whilst we stayed at the above hotel.

I didn't get a reply regarding the room... which I must say was pretty woeful for a 4 star hotel and like I said if that was a nice room, I would hate to see a not so nice one!
Something special at dinner would have been s nice gesture... but nothing at all...

I didn't receive any reply or even an acknowledgement from the manager.

I never received price list for the spa.

To say I was very disappointed is an understatement. It has seriously let me think that I will have to reconsider staying at a Rui hotel again.

EMAILS:
*Am I going to get a reply from my last email?

Sent from my iPhone

On 12 Aug 2018, at 17:59, MARV wrote:

*Urgent*
The manager

I write with reference to my previous emails about my wedding anniversary on the 12/8...
To which the reply said We would get a nice room...
Well if room 371 is a nice room, I would like to see what a normal room looks like! Extremely upset...

To say I am very disappointed is an under statement and I will surely be writing a complaint to your head office

A very unhappy client...

Regards
Mrs M Gardener

Sent from my iPhone

On 10 Aug 2018, at 12:02, MARV wrote:

Dear sir,
This is now the 3rd time that I have emailed requesting a price list for the Spa...
To date I am yet to receive it! Is this the type of service that I can expect when I arrive?

A very annoyed customer already!

Please arrange the price list to be sent today as I want to budget for my holiday...

Regards
Mrs M Gardener

Sent from my iPhone

On 1 Aug 2018, at 12:32, Reception Hotel Riu Tikida Garden wrote:

hello,
unortunately we don't have a transfer Airport-hotel. Taxis arae avialable at the Airport at about 150 dhs a way and I will transfer ypur mail to the spa center so as to provide you with the price list.
best regards
fouad

Reception Hotel Riu Tikida Garden
Réception
Hôtel Riu Tikida Garden
(+212) [protected]
www.riu.com / www.riuplaza.com

[protected]:18 GMT+01:00 MARV :
In to response to your reply... ain't all the room nice?
Getting a little worried about this holiday...

On another note...
1. Is there a free transfer to and from airport as advised by joining the loyalty programme.
2. Is it possible for you to send me a price list for the spa

Regards
Mrs M Gardener

Sent from my iPhone

On 26 Jun 2018, at 14:11, Reception Hotel Riu Tikida Garden wrote:

you will be given a nice room.

Reception Hotel Riu Tikida Garden
Réception
Hôtel Riu Tikida Garden
(+212) [protected]
www.riu.com / www.riuplaza.com

[protected]:22 GMT+01:00 MARV :
Thank you for the advise.
You didn't answer the question re my wedding Anniversary?

Regards
MARV

Sent from my iPhone

On 26 Jun 2018, at 12:24, Reception Hotel Riu Tikida Garden wrote:

hello
many thanks for having chosen our hotel to spend you next holidays and taxis are available at the Airport at about 150 dhs a way.
best regards
fouad

Reception Hotel Riu Tikida Garden
Réception
Hôtel Riu Tikida Garden
(+212) [protected]
www.riu.com / www.riuplaza.com

[protected]:12 GMT+01:00 MARV :
Good Morning,
Re booking:
Firstly can you recommend or book transfer between the airport and your hotel please.

Also the day we arrive is our wedding anniversary. Is there anything special you can provide as a surprise for my husband?

Thanking you in advance
Mrs Marv Gardener

Sent from my iPhone

RIU Hotels & Resorts
Facebook Twitter Instagram Youtube Pinterest
This e-mail and its attachments, if any, are confidential and may be legally privileged. If you have received it in error, you are on notice of this status. Please do not copy or use it for any other purpose or disclose its contents to any other person: to do so could be a breach of confidence. You may contact us at +[protected] or at sender's e-mail address.

naturefriendlybilling Please, consider the environment before printing this email.

RIU Hotels & Resorts
Facebook Twitter Instagram Youtube Pinterest
This e-mail and its attachments, if any, are confidential and may be legally privileged. If you have received it in error, you are on notice of this status. Please do not copy or use it for any other purpose or disclose its contents to any other person: to do so could be a breach of confidence. You may contact us at +[protected] or at sender's e-mail address.

naturefriendlybilling Please, consider the environment before printing this email.

RIU Hotels & Resorts
Facebook Twitter Instagram Youtube Pinterest
This e-mail and its attachments, if any, are confidential and may be legally privileged. If you have received it in error, you are on notice of this status. Please do not copy or use it for any other purpose or disclose its contents to any other person: to do so could be a breach of confidence. You may contact us at +[protected] or at sender's e-mail address.

naturefriendlybilling Please, consider the environment before printing this email.

On Mon, Feb 26, 2018 at 7:33 PM, Debra Finney wrote:
#1Our trip started with a 2 and a half hour delay because we had to stop in Windsor to fuel after leaving Toronto. We find out that is because our plane had to carry luggage from another Sunning plane that didn't have room and we were over weight and need more fuel. Sunwing had a large group of people (PCI) traveling from various places to this RUI and our place was elected to carry another planes luggage that they didn't have room on theres.
#2 We missed the whole day Sunday of our trip because of this delay, checking in with ALL of these people and the big kicker was finally getting to our room and finding a mattress FULL OF BEDBUGS!
#3 We go straight back to the desk and wait in line again! They told us we had to stay in that BEDBUG INFESTED room because they were 400% full!
#4 It took me three desk clerks and finally a night manager to finally change our room. I wanted out of that area because I was grossed out by the amount of bugs I that was two doors away. They refused to move us from that area.
#5 I went to the Sunwing rep the very next morning and told her our problem. Told her we wanted to go home and couldn't handle staying there with the bugs. I was told that you only fly Thursdays and Sundays from that area. Leaving was not an option until Thursday.
#6 We were emotionally drained and grossed out the whole trip. We kept checking our bed, the room and our things for bugs the WHOLE trip! We couldn't relax fearing we were going total them home with us or they were going to bite us.
#7 We met with the hotel manager and she insisted they were ants and not bedbugs. I argued with her for over an hour and she would not do a thing for us. My husband has tree related seizures. He had two that night after that meeting.
#8 We met the next day 2 hotel imagers and our Sunning rep. They still refused to admit they have BEDBUGS.They said they would (Sunwing and the RUI) would refund us two days of our stay. We told them we wanted to leave and we were physically and emotionally drained and could not enjoy staying there. We wanted to leave(this was Wednesday) with a full refund. They offered us a two day refund(flight and hotel) but we had to sign a blank legal document with no $ amount and held us liable for telling they had bedbugs. They also said if we left with a full refund we would have to leave right then. We would have to find a new hotel to stay and our own flight home. We could fly home with Sunning the next day for an additional $1, 000! We did not have a credit card with us or enough cash to do either. WE WERE BEING BULLIED BY YOUR SUNWING REP AND THE HOTEL! They had us and unless we signed this plan legal document (which they would not give me a copy of) or get out in a foreign country without means to protect or provide for ourselves. What would you do? We didn't have a choice. My husband had another seizure after that meeting. #3 now.
#9 I asked the Sunning rep ow she could agree with them that they were ants and offered to show her my videos of ALL the BEDBUGS. She said the manager from the hotel sent her the video. That was not possible because I DID NOT GIVE THEM MY PICTURES of VIDEOS. I asked to see the video. It was NOT my video(surprise)! It was a video from some other person showing an ant on a mattress at their hotel! The Sunning rep was VERY upset they lied to her and asked me to send her my videos. I did that the I got home.
#10 We were at the pool and talking to a nice couple who had their wedding there. We told them about our situation...their guest stayed in that very room with bedbugs for their wedding! They went back to their room and this was a room with a private pool...THEY FOUND BEDBUGS in their room. Their parents were there too...they looked because the father had bites. THEY HAD BEDBUGS TOO!
#11 Another seizure for my husband and he was then physically ill, throwing up and diarrhea on top of the seizure. This was a vacation from HELL!
#12 He loses a day every single time he has a seizure. It exhaust him and all he can do is sleep it off. So, you tell me how many days we relaxed and enjoyed this vacation.
#13 The morning we are packing to go home, THERE IS A BEDBUG crawling across our bed! I went to the manager (George) to show him this bedbug I had trapped in a coke bottle. He walked away from me and ran to the back where I could not go. I have a picture of him doing this. He would not even listen to me. We left half out things there that we could not heat to a high enough heat to kill bedbugs, We had no choice but to keep our suitcases and put them in our car for the 4 hour ride home. It was that or throw all our clothes away or carry them piece by piece on the plane...which I'm sure they had bugs on them too. So, the lesser of two evils was to leave two carry on bags there, my purse, wallets, laptop case, iPhone cases along with other things that wouldn't fit.
NO WE DO NOT WANT TWO DAYS BACK! WE WANT OUR $3, 600 full refund plus reimbursement for our loss of personal items. I will also have a medical bill from our doctor. My husband has an appointment Wednesday because he still is not feeling well from this week of hell.
You let me know what you would like to do. I do have pictures, videos, names of the other four people who had bedbugs in their rooms too. I would respect a refund in my account of $3, 600 by the end of the week. That will at least give us some hope SUNWING and RUI really do care.

To whom it may concern:

With regards to our trip from Dec 27 - Jan 3. We were a group of 12 with 9 adults and 3 children. When we got to the resort in Varadero Cuba Rui resort everything looked OK. We had a room over looking the pool which was great for the small kids. One of our travels had to change rooms because there was mold all over the shower and their TV did not work. We had to ask

our maid for larger towels for the bathroom she informed us she would try but they do not have a lot of towels because their washer and dryer was not working. We made it to the buffet for dinner that night and it was so busy that we could hardly get to the food. Left over hot dogs from the previous day were cut in half and called sausages at the at the breakfast buffet. When we did find something we liked and went back to get more there was no more left and they did not have any left. When we went to bed that night there was only one sheet on the bed with a old brown small blanket on the bed, no top sheet all week. The next morning it was the same for breakfast. We went to exchange our beach towels at 9 am when the towel guy was scheduled to open but he was not there for the whole day and we never got fresh towels, this went on for the rest of the week we could only exchange our beach towels 3 times of our 7 day vacation. That afternoon we went to the snack bar for lunch which took forever for our lunch and my brother fell from his chair because the plastic chair gave way under him and he had his 3 yr old son in his arms no one got hurt but I heard from a few people this happened a lot there. We went to book the a la cart restaurant but everything was booked for the next 3 days but you could only book 2 days in advance, so back to the buffet were the food was awful. We did get the a la cart for New years eve which was good, and we did get one at the Chinese restaurant were the lady informed us that she did not like serving large groups and it was very hard for them. We asked her about one of the items on the menu that said chicken nuggets and she informed us that it had a bone in it which we replied that is not chicken nuggets then is it, she got angry and said do we want to change our order. When she did serve us she pushed my son to put down a plate instead of asking him to please move over. We knew we were a large group so we tipped her 20 Pecos before the dinner started, which did not help with our service. New years eve arrived and we were informed that they invited 1, 300 local Cubans to the resort. They took over the opened up a lunch buffet at one of the pools and we could not even get near it, it was like feeding time at the zoo they were packing up the food in bags we even saw on man with a plastic bag filled with the pork from lunch. Next it is all the stuff the resort ran out of. Like I said before they ran out of towels, they ran out of ice on numerous days, they ran out of beer at the pool bar. On New years eve it was so busy that you could not get even close to the bar to order a drink and when you finally got their they ran out of glasses and when I did get a really glass there was lipstick all over it and that was the last wine glass so I had to drink it from a plastic cup. On our last day at the resort one of our travelers went to get his and his sons bathing suite from his balcony and they were gone, thank goodness it was our last day their and he borrowed a bathing suite from one of our other travelers for his son. All week we put our towels down by the pool with no problem but on the last day when we got back from lunch at the snack bar were they ran out of hamburgers, hot dogs and pizza so all we could get was fries and sandwiches that took almost 45 min .Our towels were gone as well as our chairs when we ask the people sitting in our chairs they were the Cubans from New Years eve and could not speak English, we went to the front to inform them and my husband went with security to find our towels but could only find one out of the 4 we had. When I talked to the manager he informed me it was my responsibility to look after the towels and that we would have to pay 15 Pecos per towel if I did not pay it the maid would have to pay for it. He was not helpful then he turned around talked to the girl at customer service in Spanish and told her that we would have to pay and walked away. We have been to many resorts 2 Rui resorts and they were great. We have been to Cuba many a times but we have never experienced such a bad resort from running out of thing to the Cubans taking over the resort. I though I should inform you that this resort is not a 5 star it is more like a 2 star. If it was not for all the people that worked there that made it a little better it would have ruined our whole trip. Just check out Trip Advisor for all the bad reviews starting around Christmas 2014 to New Year 2015. Please do not send customers to this resort we spent a lot of money to go there it was only a 2 star resort. It was an all inclusive resort, but how do you call it all inclusive when we could not get everything because of everything that the resort ran out of. Maybe if you are going to invite a large group of locals you should find out if the resort can handle it.

Sincerely,

Denise Hubbard

We booked our annual holiday in Tunisia as we have done for the past 8 years but this time thought we would splash out on a 5 star platinum RIU hotel, The RIU Imperial Maharba, We arrived late on sunday 19/10/14 and instantly discovered there was no food offered to us even though this is an all inclusive hotel we were left to go out and find some food at 2300. We were shown to our room using the one lift that was working on our side of the hotel (this remained the only lift on our side of the hotel for our entire stay). during the following day we discovered the bathroom light was faulty and had great difficulty in getting it to work, usually by banging it several times, We reported this to reception who didnt seem interested hense it never got repaired during our entire stay. the following day the toilet stopped working, thankfully this DID get repaired. During our evening meals we asked for ice in our wine, we noticed it never looked right having what looked like specks of dirt and cloudy, after the third day we watched the waiter as he took our glasses to add ice to them and to our utter ammasment say him go to a vacant table lift the empty bottles out of the ice bucket, put his hand in and grab a handfull of ice which he devided between our glasses then added the wine. needless to say we did not have anything to drink with ice for the remainder of our holiday and thought it pointless to complain due to the attitude of some staff. At best we placed this hotel as a 3 star at best. and are really dissapointed in the RIU group. We have NEVER writen concerning any holiday we have had but felt RIU should be aware of this. I am also only adding my concern to this this site due to RIU not responding to me completeing their own online comments form on their own home page. I have sent off 2 fn line forms to which i have had NO response to either. Shame on you RIU. Customer care? dont think so. Regards Steve C

We stayed in the Rui Olivina in Lanzarote in September and all was fine till the last night when we had our camera stolen by a member of the restaurant team. We were the last people in the restaurant that night and when we realised we left the camera in there we went back to look for it, surprise surprise no one had seen it! The camera contained photos of our holiday, my 3 year olds first camel ride and memories I will not get back due to untrustworthy staff. I shall not recommend Rui to anybody I know and will think twice about using them again. Such a shame a large reputable company doesn't check it's staff out