RIU Hotels & Resorts
Reviews and Complaints

As a loyal customer recently went to hotel riu palace bavaro which I stay every year for my aniversayi have never been disappointed with treatment of the front desk staff especially a gentlemen name fernando would not give last name, stay at the vip room 5501 at all time no pool towel water dirty room cleanliness I had to keep towels and dry them out letting them know and there answer was they are short staff and would not attempt to do anything
Letting people with kids in the pool and cabanas and having people play there own hip hop music I come for the spanish music I pay for the ambiance of relalaxation not to be in the hip hop world, I as a loyal customer that pay top dollar and only stay in the riu hotels all over the caribbean should not have had to have my anniversary ruined

I need to know if rui santa fe los cobos will be offering covid testing at the resort for visitors to get in order to return to the United States. Please send me the answer ASAP because I really don't want to cancel my vacation.
Thank you George Stoner email address [protected]@yahoo.com
the information I got was incomplete and the email address was wrong.

We stayed at Riu Hotel from 17 to 18th of December 2020 in room 6058. Unfortunately our stay was unsatisfactory due to many factors. I believe that such incidents are few and far between. However, I wanted you to be aware of the specifics for you to address these issues as this was supposed to an enjoyable and relaxing getaway for us. We have taken this upon with the head of host and housekeeping Ms. Maria and the GM via emaiL but he never responded to our email and I wanted to make sure you are aware of it.

We are longtime residents in Dubai and often we enjoy a good staycation in different Hotels around the Country.

It all began with our check-in which unexpectedly took 45 minutes. Once in the room we used the washroom and noticed that the toilet-flush was not working and called for assistance, maintenance come-in after we had gone to explore the Hotel. We returned to find the flush working however, the water kept running, stopping only after several push-button every time we flush.

While in the room we requested for housekeeping to assemble children sofa-bed, which was only done after 3 hours and 3 calls.

The hangers in the wardrobe would not slide to either side as the rod seems larger than the hooks. Limited English language TV channels.

There are many other factors that contributed for our unpleasant stay.

Lack of handouts or information during check-in made uneasy to learn and locate services and Hotel facilities:

There is not clear signage indicating location of Hotel facilities, we asked at least 2 Hotel staff to show us the Spa and Gym and they did not know.
At the Spa, while using the Jacuzzi we noticed that the water temperature was not warm enough and few minutes-in it the water pump was turned-off.
The SPA attendant told us that they only carry hand towels and if we wanted bath size towels, we need to go out to pool-side to collect it.
We had a dinner booking at The Palm restaurant, which was enjoyable as the services and the food was great. Initially we could not locate the restaurants as no visible signage, after asking couple of Hotel staff we were pointed to different locations, one mentioning that it was at lobby level.
The quality of food and limited menu choice at all Al-Andalus restaurant was disappointing. However, the staff was very polite and helpful.
At Shamal lounge my child scratched her toes on floor rail while entering (I am referring to the rails used to close windows/door to terrace). This is a safety hazard as it is not color highlighted and levelled, necessary precautions must be taken to ensure the safety of all guests.
Our worse experience was late at night when we went to bed, the mattress is awfully hard making difficult to sleep. Some of the best things to enjoy in Hotels are the bedsheets, but unfortunately it was not the case this time. The bed sheets including the ones that we requested for kids' bed were very rough to sleep on it.

I do not know if it is normal for you to receive complaint letters from your guests, but it is certainly not normal for us to receive such low-quality service after paying considerable amount of money to enjoy our stay.

Hello,

My name is [protected] a guest from the 10-17th at Riu Las Americas.

On Nov 15th at 12:15am I was standing in clear view of the cameras that face the end of the bar with two bartenders at the theater bar.
During that time there were only 3 people present. One female server, whose was outside the bar to my left, one head green shirt bartender, as well as one other bartender Ulyses that were standing behind the bar but within 2 feet of me. Ulyses and the other Captain bartender were counting their tips for the evening and placing them in their pockets and placing paperwork in a blue bag and getting ready to leave.

I walked away from the bar with a beer in my hand and inadvertently left my cell phone on the bar top in front of Ulyses. When I got to the lobby I realized I forgot my cell phone and walked back to the bar and it was gone. At this time the bar was closed and the bartenders had left. During this time I was the ONLY guest left in the entire theater and surrounding area.

I immediately reported this to security and the front desk and we went and checked the area but the cell phone was gone.

The cell phone is described as a iPhone 11 color red 256gb at the time it went missing it had a dark privacy screen protector on it along with a Waffle House menu case (pictured below)

Inline image
This is an example the phone was RED in color but the same case

I went back to my room #653 and turned on my IPAD in an attempt to locate the device and mark it lost. I was able to access the phone and it tracked the movements from the back of the bar across the pool stairs to the second bar by the swim up area and then was turned off.

At 11:26 am on Nov 15th the phone was turned back on at the pool bar that Hugo works at as the captain and was then turned off. I went to the pool bar and spoke with Hugo with security and they looked around but were unable to find the phone. At 3:35pm the phone was again turned on at Costco at Super Manzana 21 Mz. 4 Lote 2 No. 251, 77500 CANCUN, QUINTANA ROO.

This means someone possibly from your staff mentioned above took the phone. I called Costco once back after my vacation and spoke with the Warehouse Manager Miguel whom is also investigating who brought the phone in to have it reactivated.

I kindly ask that the RIU investigates this matter and interviews Ulyses and finds out the whereabouts of my phone and have it returned to me.

Pablo from the front desk was very helpful during this period and has been aware of this situation and I would like to have management recognize him for his merit and honesty and commitment to guest relations. I have been a RiIU guest at 8 hotels and nothing like this has ever happened to me. I am hoping this can be resolved and the phone returned to me.

I have all the serial numbers from the phone and it has been reported lost/stolen by my service provider at this point.

Please contact me to help me rectify this important matter.

Thank you

Phone [protected]
or
Phone [protected]

On Sunday I tried to telephone Hotel Riu Nautilus(Torremolinos) to find out if there were any specific restrictions due to Covid 19 and there was no reply. I have and still have a confirmed booking for this Hotel from 28Dec. until 10 Jan 2021. No one has ever contacted me by Phone, Mobile, Letter or Email to cancel the booking! I sent several Emails to supervisor@riu.com and only today have they said the booking has been cancelled with a rather feeble apology.
Imagine if I had not tried to contact the Hotel! Maybe I would have arrived after several hours of journeying to find the Hotel shut, imagine! My dutch friends who are booked at the Hotel and have a flight from Amsterdam/Malaga booked and paid for would be livid.
This is inexcusable from a large Hotel chain and shows a complete lack of regard for their clients. The group has shown poor organization because when they shut down the Hotel they should have notified all the clients affected by the closure.
Covid 19 has quite rightly enabled Hotels or clients to cancel without penalization but both parties must notify the other party about the cancellation.
An alert must be sent to notify other potentially affected clients unaware that the Hotel is closed until 4th Jan 2021.
Philip Brenton.
Booking reservation: WRC0JWZE
Riu Cliente Number: [protected]

El dia de 5 de Octubre,
por causas del huracan Delta, nos transladaron al Hotel Tequila, las habitaciones estaban sucias, las camas sin habilitar, pero eso no importa por que uds nos ayudaron a salvaguardar nuestras vidas,
al dia siguiente no nosdejaron salir del hotel asi que fui al Riu Caribe a pedir que si podia pasar la noche ese dia porque nos dejaron el riu tequila hasta el jueves, la Manager de Riu Caribe, me dijo que no le importaba el huracan o lo que pasaba, que ese dia era mi salida, y sin inportarle que estaba con mi familia, me dijo que si queria quedarme por esa noche tenia que pagar $6000 mas resort fee por esa noche, le comente que por lo del huracan uds nos llevaron dos dias a otro hotel sin comidas y bebidas, pero que si me daba un mejor precio ya que mi vuelo salia a las 7 am, y ella me contesto que si queria buscar otro hotel mas barato y eso es muy malo yaque el huracan tiro los postes de luz y no podia salir de ahi
asi que le conteste mal y me trajo a seguridad para que me sacaran mis maletas a las 10 de la noche y el dia mismo del huracan.
Cuando uno ve el nombre de Riu espera comprencion de personas por que los que vamos somos familias, y no sabemos de huracanes ni desastres, pero creo que podemos mejorar nuestra calidad humana
eso es todo esperando pronta respuesta
mi email : [protected]@yahoo.com

Ricardo Vaca Enriquez

Elite
Residential
Ricardo Vaca Enriquez
Realtor
Cell [protected]
Office [protected]
9160 Forum Corporate Parkway Suite 350
Ft Myers Fl 33905

The adult side of Rui resort all inclusive in Aruba. I fell coming into the room on the small lift in between floors. When, I fell forward I tried catching myself and cut my mouth and damaged some crown work. The maid reported it to Manger J. Kelly at the hotel. This happened during my stay March 1-7th. I love the staff and hotel.

Thank you

Lisa Ann Curran
P.O. Box 255
Middleboro Mass. 02346 # [protected]

We were also scammed from the Casino in Punta Cana in our honeymoon for $2500 where they bullied us to take money out of our account on July, 2011. They claimed we were winning then the next bet doubled. We didn't know this was something that even existed until we saw recent posts. They scammed innocent people out of their money in minutes. Terrible experience. Any way we can get the police involved to get our money back and stop these scams in the Dominican Republic Casinos.?

Mr and Mrs Mark Westwood.

We stayed at the RIU Touareg from 24/12/2019 to 3/1/2020 and paid extra for the "exclusive" adults only area - Room 1229.
We had a week of very noisy drunk people which culminated in a fight at the pool bar, the instigator of whom remained in the hotel even though the management said all culprits had been removed.
My husband and I witnessed the whole incident and my husband helped to break it up. Despite informing the management of this and who the instigator was they proceeded to ignore us. They were then allowed back in the bar area at which point, we and several other people left.
There was another pool incident after a few days with loud music but your security guard dealt with this. Too much alcohol was being served to very obviously drunk people.
Towels were put on sun beds essentially in the middle of the night!
We were unable to get a booking in the Italian Restaurant in the whole 20 days we were there.
We had seen no details prior to booking that the hotel was over-run with cats! We could not believe it and then one of them bit my husband on the leg! He went to reception and was given a first aid box! No offer of a tetanus etc., on returning to the UK he went to the doctors and was prescribed anitbiotics as it was infected.
We are requesting through yourselves and TUI a refund of the additional sum paid for the adults area, this is not exclusive and alcohol is not monitored at any point, it was unacceptable.
The room was not of a 5 star standard, our bedhead had a lot of dust, there were holes filled in, in the shower unit - I can provide photos if necessary.
We await a favourable response.
Kind regards
Tina Westwood

tina.[protected]@hotmail.com

I have been here 8 days, today I extended my stay for a extra day, as I was in the pool my wrist band fell off and I only realised after going to the shower, I went to front desk to ask for another as I could not find my wrist band, they then told me I had to pay $60.
Absolutely disgusting! And also disgusted that I extended m stay for such a scammy horrible service and hotel.

Dear Team

Re : Clients Jouana/Jean Mr

Jouana/Josee Mrs

Date In : 01 Nov 2019 Dtae Out : 03 NOv 2019

Hotel Name : Riu Mauritius

On 30th Oct I called on 6504209 to make a booking on behalf of my clients for 2 in 01 out 03 Nov. The communication was bad and we could hardly hear each other. The staff on the phone was rude and not very helpful asking me to book on their website if I can't hear him.

I finally went online but when I came to the payment part I had an unjustified payment error. I turned to the 6504209 again for help but encountered the same bad experience .

Meanwhile on 30 Oct I sent an email on reception.creole@riu.com

I also called the hotel reception directly on 6504200. The lady on the phone couldn't take my booking as she was from the hotel reception. She informed that I had to call 6504209 which is a call centre based in Spain. I insisted with the lady informing her of the bad communication with the call centre and she finally tried to help. She confirmed that she received my mail for my request and she will revert back shortly as the reservation was 2 days later.

Until today 01st Nov 2019 I never received a reply or even an acknowledgment of my mail

We are frustrated as RIU has spoilt the dreams of my clients to spend a long and relaxing weekend.

Hoping that RIU will revert back with an explanation and solution which will bring back my trust in the RIU group of Hotels

JENNIFER KWO ON YUEN
Agency Manager
Itineris Ltd.
a 18 Edith Cavell Street, Port Louis, Mauritius
t [protected]/ 207 3000 | ext 2104
f [protected]/ 3090 m (230) [protected]
Emergency/whatsapp [protected]
e jennifer.[protected]@itineris.travel
w itineris.travel
BRN C07007186 | VAT [protected]

We are filing a complaint and hopes for a refund due to extortion at the RIU Palace Montego Bay.
We were charged $400 for a door frame that crumbled upon opening. The metal door jam was bent prior to our stay and was likely to have fractured over time. Opening a door one time should not cause the door frame to break. However, after the door frame fell- we immediately called the front desk. The front desk, along with maintenance and security came to our room. We were accused of forcefully entering our room, also accusations were made by a staff member, that someone was blocking the door when we tried to enter or that one Of our husbands was trying to beat us. This carried on for almost 2 hours.
We were told to speak to a manager the next morning. So we set our alarms and got up at 8am to speak to Claudia. Claudia, a front desk staff and a maintenance person all informed us that it was miscommunication and that we would not be charged. We were grateful and went on about our vacation.
The next morning, we received a message that the manager wanted to speak with us. After arriving, we were then told by Isabel that we were being charged $400. There was no explaining what happened- she was just adamant that we may not leave until we pay! And if we do not have the money that we must have a family member transfer money and pay anyways.
We feel very mistreated by several staff members. After dealing with the front staff for over 8 hours of our trip, several room changes- this family vacation was ruined for everyone.
Not to mention-
We have had issues with bed bugs, moldy smelling rooms, feces in the sheets & charged for wear and tear to a door that was not our fault.
Last but not least, Not even 24 hours after we paid the money, the room was being FULLY renovated. Which then lead to a very pungent smell of paint thinner into the room that the guests were moved to. This lead to room change #4. The room was not being ventilated and the warning label on the paint can clearly states otherwise.

This place is a disgrace to the riu name.

We are filing a complaint to receive our $400 back from the broken door charges plus a FAMILY vacation that we will never get back due to broken moral because of your staff and several hours spent dealing with an issue that was not our fault.

Dear Sir/ Madam I am Sandeepa Harsha Kumara Soyza. I am working as a national tourist guide lecture. I was checking into the RIU hotel at Ahungalla, Sri Lanka on 4th of October with group my tourists. I spent two nights in room number 2122.The hotel was awesome. The service of the hotel was brilliant. My client was so happy. But, I am afraid to let you know that I have to make a complaint against the RIU hotel at Ahungall. I was checked out from the hotel on 6th of October. I suddenly remembered that I left my phone in room 2122.I was unable to go and collect it at that moment as I was on my way to Galle with my tourist team. So immediately made a call to the hotel. Mrs. Iresha the girl who at reception answered to the call. I told the whole story to her and she confirmed that they found the phone inside from room 2122. She asked me to collect the phone from the lost and found department. I was unable to go the hotel until 10th of October, as I was on the tour. One of my friends made a call on the 8th of the October and said that I left from all the whatsapp groups. That means my lost phone is used with someone at that time. I went to the hotel at 12.30 lost and found department at the RIU hotel on 10th of October and they (Mr janka " Front office manager") said that there was no such kind of phone. Until so far I do not receive my phone.some one at hotel has been stolen my phone. No one take the responsibility. This incident is badly effected to my life. General Manager and all the duty managers are very irresponsible. They asked me to give RS. 20 000 for my Samsung J7 phone. This phone contains all my private details, Europe and Indian tour photos, my account details and even my business detail too. I have badly lost my privacy. So far RIU staff unable to take any action against this crisis. So I have made a inquire at the Ahungalla police station. I am writing this letter and requesting from you to take necessary action and find my phone. If not, I am afraid to let you know, that I will take legal action against this incident as soon as possible. Furthermore, I will upload these details and call records on your page and all the social media sites. I will not be able to recommend this hotel. I would be much grateful to you if you can find my phone or give me a compensation instead of the phone.

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