RIU Hotels & Resorts
Reviews and Complaints

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

David Heap
17 Harding Street
Hyde
Cheshire
England
[protected]@hotmail.com
[protected]
[protected]

On arrival on the 29th September the hotel seemed very clean and staff very polite, looked very nice it soon became apparent this resort had been two hotels merged together. This would be fine if these things were addressed properly.
The two hotels had one main restaurant which was far to small to accommodate the number of guests that was present. The staff was under far too much pressure the tables was crammed in it was like you was sat on the persons knee on the table next to you no privacy what so ever.
The food was flash cooked on well to high temperature hotplates causing meats to be dry and very tough the eggs at breakfast was burnt underneath and raw on top very poor.
The people had a very long walk from the far side of the hotel mainly the old and infirmed.
The main entertainment room held 511 people there was far more than this number of guests leaving many people stood at the back watching the show.
The space around the main bar is also far to small leaving many people ever stood up or going to their rooms.
The space around the pool was big but was far to crammed beds being reserved at night and being left until midday. when you have a policy for the guests not to do this and hotel staff would remove any such reserved loungers never happened. Why are these policy's not being adhered to same as the dress code for the evening meal manager stood at the door and allowing people with what I would call beach wear into the restaurant, why have these things in place if they are not carried out?
Now for the smoking area and policy of no smoking in rooms, the smoking area is far to small and needs segregating better this area is surrounded with tables with people smoking and with the shortage of tables and chairs most times within it either smoke blowing all over the people who don't smoke this was not a smoke free area. same with rooms at the side of us below us and above us, as I have a lung disease this was one of the biggest reasons, we chose this hotel I struggled on many occasions, this need addressing soon.
Now for the drinks well some of the drinks are undrinkable I drink whisky and the whisky I was served burnt the back of my throat gave me a nasty chough along with the people smoking around me I have had to attend my medical team on my return home.
That enough about the hotel we were allocated room 166 on the ground floor it was clean and tidy a little smell from the drains which happens. The décor was a little dated, but it was fine. What wasn't fine was I didn't expect to share the room with cockroaches. In my draw on the towels. I reported this the first time nothing was done the second time I feel I was ignored the third time I asked to speak with the manager. Who said I had only reported this once before speaking with him I disagree the point is I shouldn't have to report this once let alone the twice he said I had He moved us to room 206 room the same clean and tidy looked fine that night it became very apparent the balcony door was not closing properly as the wind whistled and howled through the gap in the door. In the morning I reported this. I was told someone would go to it I told them we was going out he said that was fine on our return it was apparent no one had been to this door so my wife went to reception they did send two men who didn't know what to do they asked my opinion took pictures sent them to their manager they then told us it was to late and they would repair it the next day they would get reception to find us another room. I told them we had only just been moved into this room. They said they couldn't fix it until the next day. the next morning, we went out again on returning to the room at approx. 5.30 pm the door had not been repaired I went to reception quite angry 2 nights no sleep I asked to speak to the manager I was told he was not on site he would be back at 6 pm the man asked could he help I explained and shown him a picture he said he would tell the manager I told him tell the manager I'm quite angry and I want to speak with him.
I returned to the room not long after the manger rang me saying he thought I was complaining about the wind on the window keeping us awake, I had the technicians at the room they had told me it would repaired today, how come he didn't know. He said know he had all the information and the technician forgot it was Sunday the next day and they needed to get a outside contractor to replace the window as it was broken. I told him I couldn't understand why this door had not been reported before as the maid had to open this om a daily basis. He also didn't know why.
He then told me he would have to move us again I was not happy, but I went and told my wife who also was not happy to be spending our holiday keep changing rooms. We went to see this other room and as much as we were unhappy, we both needed some sleep. The manager asked if we had a late departure, we told him no we didn't he then asked us did we like prosecco we replied yes he said he would get a bottle delivered to our room he did but this was not prosecco It was the carver we could get from the bar.
we accepted this room and moved the ceiling fan was not working which was repaired. We chose Riu as we had been to some good Riu hotels before, but this will be the last.
We had gone away to get away from things to celebrate our anniversary.
With all of this we have come home more stressed than wen we came to your hotel.
Myself having to attend my medical team with my chest and a nasty cough.
This Hotel has shattered my good opinion of the Riu hotels as it did not come close to our expectations never again.
I have attached two photos one cockroach room 166, the other the gap between the door room 206 . for your attention

Yours sincerely

David Heap

Had a nightmere experience at Riu!

Where should I start, well I was born and grew up in Jamaica and visit every year. this trip was my third so far this year as my eldest daughter was getting married. I have my own accommodation in Jamaica but decided to go all inclusive in order to try and ensure everyone stayed together felt included and have a great time. In all we had 10 rooms.

To start it is low season but yet we were placed in the worst rooms. I am nit a fussy person also I was concentrating on doing the finishing so initially I did not complain. However one night I was rushing to dinner and left my suitcase open, on return I found small cockroach funny across my case. As a result I requested to be moved amd highted the fact that I have a party of 20 people there and the least they couod do is put some of us in better rooms. After complaining for two days we were offered to change rooms.

On the day we were moving it was hectic as we had Hen Do and wedding rehearsal. That morning I have $200, 000 JA dollars in a bag my husband too $70, 000 out and we accidentally left it on the bed. The bed was unmade and it was in a black bag so we did not realise. I did not miss it until the day after which was the wedding day. However I reported to a male front desk worker but said to him am still looking for it as deep down I thought we miss placed it. He did not take any action, I went back to him several times after I searched the room several times. Still he did not show any interest, I had to plead with him to contact House Keeping to establish of any thing was handed in. I also asked him to check the room that we left but he said it is now occupied so he could not.

Two days after when I could not take it anymore I went back and a lovely front desk lady Tanise she called security. Security took the information, however I had to insist I needed the Police. When the Police came my Sister and my youngest was sat in close proximity and overheard the security lady asking the Police "what do you think?" Implying she thinks I had made it up. I was livid, I basically said to what would be the point as I will not be able to get it back. Also I was pretty much sure my insurance will not cover cash! Following this I established it wouod only cover up to £300 and I would have an excess of £150 so I would only £150, when I've lost roughly £750. The outcome from the Police visit was for them and the security to search my room again. Although I told them the money did not make it to my present room also that we've search it a million times. The security had the nerve to tell me to search through my belongings whilst she look on! I told her she can forget it as am not putting myself through the ordeal again. At the end the Police told me I had to travel to Green Island Police staion to make a report! They also insisted to ask where my husband was although I told them he was out doing business. They proceeded to ask if I think he could have take it ! So I said oh yes he stole his own money! So not sure why they came.

The security contacted the house keeper to come in as she had been off work since the incident. She met us in the lobby onfront of the Police, the security, other staff and guests she verbally abused me, shouted at me and said I accussed her of taking our money. I tried numerous times to say I did noy and would not as I have no idea where it went. However she continued to the point where both the Police and the security had to tell her to stop as I did not accuse anyone. I saw her a few time before I left and she did not applogise neither did any manager dealt with her actions.

Anyway I went and on arrival they had receipt prepared and handed it to me in arrival and told me it is for my insurance. So I said oh ok so you all think I would do this for £150!

After all this I had to go back to the front desk and ask to speak to tgeir Guest Relations Manager as none came to us. Two managers met with us twice which we instigated and said they would update us prior ro our departure. However we checked out on the 17th and heard nothing!

I forget to mention also that our safe errored after a few days and when the gentleman came to fix it he had to call maintenance as the barrel was missing. When maintenance came my husband said they were in shock as bits of the safe were missing. Also oyr patio door was broken. My husband provided that additional information and one of the maintenance gentleman also said he would be able to provide the report. However no one was interested.

To top it off my daughter ask them to store her wedding cake and cupcakes after ger wedding and when she went back for it their staff had eaten most of the cupcakes! She had to argue for refund and she yet to get it although they agreed they would pay.

All I can say my deeply disappointed with my own country ! For big company Riu your procedures are very poor

We are currently staying in Cape Verde at the riu Palace I have spoken today to the assistant manager Pablo regarding a Facebook page set up saying its a approved site they will let nobody put any comments regarding any customer issues the site is basicly saying your hotel is perfect so when customers have issues they are not allowed to voice an opinion in my opinion and many other people we have spoken to they may not come back as it looks like your company are allowing them to run the site for you. Some of the people who we have spoken to would not have come knowing this. The manager said he was not aware of the Facebook page and said it is not approved and would report this. The site needs to be closed as its costing you customers re booking or not wanting to visit.
I await your swift response we would book this hotel in a heartbeat again but those who have not been are being put off.
Kind regards Adrian Beman

I came to visit this time with a group of 15 friends and on the first night of my stay my room was robbed of all $400 of cash AS WELL AS my debit card. I immediately went to the front desk where they essentially only told me that they would "investigate" the situation and never got back to me. At the time of the report, he confirmed with us there were 3 people he knew had access to the room and that they were forbidden to enter rooms that had a "do not disturb sign" on. A few days later I continued to ask management and they only told me my option was to go to the police and file a report but I would never be able to receive a refund as it was "my word against theirs" I continued to ask them to attempt to make it right by compensating me even just a massage and they told me no... I lost all my money to get back to the US and they didn't care a single bit. FURTHERMORE I found 3 nights later another employee entered the room and stole all of my jewelry. The hotel again, stated it was impossible to enter the room when we have photos showing our "do not disturb" sign was there and they proceeded to come in and rob us again. There is employees walking around the hotel smiling and then stealing your items and management allows it to happen because "there are no cameras facing rooms" They are setting up for guests to be robbed and not being held accountable at all. The first manager claimed that it was one of 3 employees that he needed to "talk with" and a separate manager claimed it was impossible for an employee to enter the room with a "do not disturb sign." Everyone gives you the runaround and there's no justice at all whatsoever. The end story is that I had to file 2 separate claims and will never see my cash, card or jewelry returned.. I have spent thousands of dollars on this trip only to be robbed by the employees. It's EMBARRASSING how unprofessional and sad this hotel is. I WANT JUSTICE FROM THIS SITUATION other than blasting it on social media so others can be warned about how terrible and disgusting management is. I am genuinely very sad for the thousands of dollars spent on this trip just to come and be robbed of all of my cash, card and most prized possessions. No one sympathized with me or ever apologized.

I am a professional corporate pilot and manager for a major US Burbank Studio!

My client BOOKED and PAID for several rooms for the crews for our stay! These are verified credit card charges and was done on ORBITZ one of the worst travel companies we've ever used! In fact we will never use Orbitz again nor stay at any of their hotels.

When we arrived, they Forced us to pay twice for the rooms and WE HAVE TRIED FOR 4 months to get a refund and both ORBITZ AND the RIU hotel plays stupid but RIU KEPT the money!

We were forced to WAIT 3.5 hours just to get to our rooms after we flew 6 hours to get to Jamaica! They kept saying that the reservations were closed so we would have to PAY AGAIN even though we had all the documentation with us! The desk did not care!

I despise this chain of hotels and only stayed here once before and each time it was a minimum of 1.5 hours to check in! Never again!

STILL TRYING TO GET MY REFUND AND THEY PLAY STUPID!