RIU Hotels & Resorts
Reviews and Complaints

I was there for 4 days three nights. June 19- 22, 2019. The worst customer service I have dealt with. The rooms we booked were 4 total. The rooms were not ready at time of check in. When we finally got into our rooms, We had to carry our own luggage up stairs. There was no one there to transport them. So down a long pathway, then up the stairs we went. Mind you 8 Females with a lot of luggage. When we got into the rooms, one of them had no air conditioning? They finally came up to the room a half after we complained. Then then tried to fix it. after 20 minutes of sweating they FINALLY gave another room. oh, They down sized the room as well. The beds were very nasty and thin. The rooms were dirty, no comforter, Just sheets. The entire stay there, people (workers) were rude. I am not one to write a complaint. I don't have time for it. I had to do this because it was that bad. I could go on and on about all the other issues I had, but I don't have the time. I needed people to know about this place, and what is actually going on here.

We choose this hotel as it stated in the literate that they did not accommodate spring breaks and we were looking for a quiet relaxing holiday.

The first week over 20 18 year olds arrived and as it was legal for them to drink they were running up and down the corridor, banging on doors, rolling glasses up and down the floor, screaming and shouting.

We did mention this to the reception as did not want to phone at 0330hrs as did not want the culprits to know it was us as did not fancy them banging on our doors.

They were groups of them in the pool drinking constantly and very loud, they were chasing the wild life (i did intervene when them were chasing a large gecko as do not like cruelty to animals) one of them collapsed in reception late at night and the staff tried to assist but were abused verbally.

Although there was a group of adults possibly with them they did not appear to be interested in the unruly behaviour whatsoever and this did spoil the holiday for us.

If you cater for spring breaks it should say in the litreature as we would not have booked if this was the case

Also the hotel is all inclusive the disco and casino should provide free drinks

We have just returned from your hotel with an AMAZING stay and want to return however so disappointed 3 days before we left I logged a complaint 3 times and didn't get any feed back as chicken from the entertainment team upset my son when he fell over and shamed him in front of everyone on the beach when he clearly was in pain and crying this stopped my son coming out of his room for the last 3 days as he has special needs and that really upset him when we asked chicken why he did this he replied that he could do what he wanted and "people like us come to the hotel and think we can do what we like " he was disgraceful
Total disgrace to your hotel.
I then went the next day to see what had happened and was told they would sort it out and would let us know the supervisor of the entertainment team approached my husband to say he was their at the time and could see it clearly upset him and myself and said he would make sure chicken apologised to my son.
Nothing was done and on the last night I saw chicken and said he upset me son who has problems and he just laughed in my face!.
This is just unacceptable and we wanted to return next year as all staff was so amazing I am a travel agent
And book a lot to your hotel on my recommendation, this has just left us with bad thought of the hotel
And I hope he does not embarrass or upset any child like he did mine.
I did go and complain after I spoke to chicken and nothing again was done.
Look forward to hearing from you.
18/5/19 we stayed 14 nights Garvey Rachel.[protected]@travelcounsellors.com

I am complaining about the behaviour of a member off staff to me at the above hotel. The incident that provoked this is relatively trivial - I with my partner went to sit down a a table for evening meal on the 2nd of June at approx 7.00 by the window and was told by the waiter -( ‘moroak' i think his name was) that we could not sit there as we were only two and the table was two tables of two pushed together this despite there been many empty tables of four around and the row of tables adjacent to the window were all twins - i could not understand this so went to speak to the manager when i returned he had poured water into the glasses and told the manager the table was taken and that they were at the Buffett which was a lie. I was told to sit elsewhere as the tables were taken. The table then sat empty for over an hour ( see photos showing how it had got dark and and the water remained in the glasses - table by the window) and the waiter kept turning people away from the table this despite me drawing this to the attention of the management. After just over an hour four people turned up he shook there hand took them to the table and received a gratitude turned to me and laughed out loud. I felt humiliated and offended by the way he treated me as a hotel guest with a complete lack of respect with and deception and lied. I feel as though my complaint to the management was brushed as side and no action was taken. It has upset my partners and i stay at the hotel and our holiday The managers name was Marc Lius Benaiges

Hello, We checked into our delux vip villa yesterday at the riu palace peninsula cancun
Checking was fine and all good as usual.
This is the 3rd time here so back again for our wedding anniversary from Scotland
I didnt expected after the last 2 stays I would be complaining after 1 night but I have to bring to your attention the noise levels ALL night coming from around the sports bar area constant screaming and shouting it's now 6am and it's still going on.
We thought paying extra for the delux area would be a great addition but so far VERY disappointing with the noise
Even people out partying on balconys in main hotel all night and never once anyone asked rooms and bar to respect other hotel guests
This is now into 2nd day and we are guessing it's going to be spent sleeping in room as we have been up all night.
Also small detail to add our fridge has nothing in it.no soft drinks, water 3 beers and 1 pack of coffee between 2
Guests
I probably won't hear back from you but would appreciate a response
Mr greg gibb room 2121

Dear Sir/Madam

I am currently a guest at Club Hotel Riu Negril. I arrived for my stay on 20th May 2019 with the intended check out of 27.05.19 with an all inclusive package. I write this email to bring to your attention many failings of this hotel that has put my physical and emotional health at risk. On Tuesday 21st May, I went to breakfast at Green island in the hotel-self service buffet. I asked a staff member whether the sausages are pork free as I have an intolerance to pork. I was informed by a male member of staff behind the food counter that the sausages were in fact beef and contained no pork (Just to clarify this was the chopped sausages in a tomato type sauce). I asked him twice and he reassured me there was no pork. Following his advice I ate the sausage which I had with boiled egg, green banana, cabbage and a festival. After having a few mouth fills of my breakfast, I said to my friends I was feeling unwell, my mouth was itchy and I started to have stomach cramps as well as developing fever like symptoms. I left breakfast immediately as I was worried I was having an allergic reaction. Just to clarify I have an intolerance to pork and an allergy to fish an nuts. Throughout the day I experienced vomiting and diarrhoea. I called reception on this day to advice I was feeling unwell and requested to see a nurse. I was advised that this would cost 40 dollars to be seen by a nurse in my room and 30 dollars if I approached the nurse downstairs. As I had not changed any money I was unable to use the medical service.
I called reception several times to request for peppermint or ginger tea as I was feeling extremely unwell and I was advised the hotel do not do room service. It took several phone calls to the reception for them to take this seriously before they agreed to bring me ginger tea, my sickness continued nonetheless and I was bound to the hotel without any food.
On 22nd May, I again had breakfast as I had not eating for some time. I avoided a lot of the food as I feared that I could have another reaction and my stomach was still unsettled. On this day I had calaloo, green banana and fruits.
On 23rd May, again at breakfast I enquired whether any of the sausages contained pork and the female member of staff behind the food counter stated ALL the sausages are pork including the chopped sausages. I explained to the lady that a couple of days ago I was advised the chopped sausages were beef. The staff member explained that this was the wrong information and reiterated that ALL the sausages were pork.
She directed me to the cold section and stated that I could get some turkey ham, however, whilst at the cold section and there being NO LABELS, I asked another member of staff and they stated that again at the could section all the hams were pork!
I then approached the reception and spoke with the manager who directed us to the nurse. The nurse was very concerned about the symptoms and recommended I see a doctor at the cost of 215 dollars and the manager stated that I must contact the legal team as the hotel were unable to assist with the cost. I continued to feel sick and unfortunately I am yet to see a doctor. I have now had to make contact with family in England to request for financial assistance.

I am extremely dissatisfied with the service. I have paid for an all inclusive and now unable to use this service. I do not feel like my health has been seriously, I have major allergies and this incident could have had life threatening implications to my health. The labelling in the restaurant is not good enough and the serving spoons are cross contaminated and some of the staff have limited knowledge about the ingredients of the food. These failings are not good enough for a so called reputable hotel chain. I have spend thousands on this hotel and unfortunately will not be able to use the service.

Yours sincerely,

Nadine Tokosi

Never in my over 25 years of traveling have I experienced the lack of caring service, level of filth and unsanitary conditions at a hotel, let alone a "resort" that calls itself a "palace".

Saving up money for vacation every year is a task in itself. Taking time off from work and life duties, looking forward to relaxing and having a good time. It doesn't happen often. When one goes away - they do not even fathom the things we experienced last week at the Riu Antillas.

First - Checking in.
Somehow Expedia defaulted or made it unclear that when I selected this trip/and room that i was only one person. This was extremely unclear and I am not even sure it's at in any way my fault. When we arrived at the hotel to check in, they said my reservation was for only one person! I had to pay an extra $1429 for my wife to even be there.

So in reality, the price for two people to stay at this cesspool is over $4000? Because I paid $2500 to Expedia and $1429 to the Hotel. That is insane. I don't think it's right because of all the adverts I see online - this doesn't add up.

**I called expedia about this and never heard back

Secondly and most importantly -
Our first room had a broken / breaking AC that sounded SO loud, I went back down and had the room changed.
Second room - AC Broken. Maintenance came up and repaired it.
*Walking around the unimpressive room was just sad. It is gloomy, severely outdated and that's just the minor. We spotted MOLD, stains, cracks, chipped paint and just plain filth. IS THIS WHAT YOU HAVE TO OFFER? We couldn't sleep in that disgusting room and breathe right at all - most likely due to the mold and stench. The minute we wound up sleeping at the Hilton we could breathe at night again. I should report this to your Health Board and the CDC.

The next day on my supposed relaxing vacation - I had scheduled us an early ATV tour, the next was a all day cruise. I couldn't do much about vacating the hotel because of these pre paid excursions. Ruin my whole trip because of your disgusting hotel? Great.
So, we had to deal with it and wait until our day trips were complete and try to just make the best of our horrible room and time there.

On Friday, I called expedia to get the ball rolling and try to be out by Saturday. Long story short, I was asked to talk to the front desk by Expedia and when I did, a young lady told me no Manager or Sales Manager was available at the time. REALLY? On a Saturday? Hiding maybe from all the other people I saw complain about things every time I was in the lobby?
So, rather than waste MORE HOURS of my VACATION time. I returned Sunday morning and spoke with someone who instructed my to talk with Jaqueline. I think it may have been an assistant desk manager (she had glasses on / was nice)
Out of everyone I interacted with, she was the most pleasant.

She said we could check out and wanted to take our bracelets. They wanted to take our bracelets on Saturday with no guarantee I would get money back for pre paying and leaving early. So I am just going to hand over what I paid for with NO GUARANTEE? REALLY? WOW.

I gave in the shackles and with no promise, agreed to return to talk to Jaqueline. I also visited with the Asst. GM who was the most unprofessional person I interacted with at the hotel. Absolutely no regard to make us feel cared for or showed NO remorse at all. I was so upset, tried to contain myself when he OFFERED NOTHING. NO I DON"T WANT ANOTHER CRAP ROOM. I WANT OUT! I asked him if he wanted me to post reviews with pictures and tell everyone what a dump the hotel was. He offered to call the police on me. REALLY!? Really...His office smelled like 1, 000 cigars too - very professional.

We left.

ON THURSDAY night. I had booked my room at the Hilton. Paid out another $1500 so we can stay at a SANITARY hotel. We had a nice time there. It was clean, and normal. there were outlets, pads, pens, ZERO dirt and ZERO mold. Staff were friendly and it smelled great.

So - currently, we have nothing from Riu. I have reviews on Trip Advisor, Expedia, Yelp, and Google. Guess that's what you all wanted?

I am owed a refund for the time we left and wanted to leave but couldn't get a professional response.
This was our first time to Aruba after hearing nothing but great things. I have absolutely no desire to return thanks to the Riu.

We have been coming here for over 4 years and never have I been subject to such bad language and disregard. What's even better is that when I went to reception this was just ignored and disregarded, these people are not even resident at your hotel and I was advised by reception this was fine. Really are we allowed to pay and stay at another hotel come in here and drink and use facilities? What then happened was bar staff then advised the non paying guests how to get drinks by getting friends who were staying at the hotel to get the drinks for them, I saw this first hand when the staff came to shake the hands of the non paying guests. This is far from what I would expect at this hotel, my expectations of this hotel have gone down dramatically since my last visit. I will be forwarding my email to RIU direct as well as TUI.

hope all is going well with you. This email is in reference to my reservation (WRCOA6Y7) 24-29 Apr 2019. This resort was in the process of closing for approximately 5 months on 29 Apr 2019. I did not receive any notification when I made reservations (15 Jan 2019) or when I checked in. I received a memo from hotel staff on 2nd day of my stay stating resort will close for remodeling on 29 Apr 2019 and they needed guest to check out by 12pm.
While in the resort, the resort staff was preparing for the closure. The elevator was out of order which required me to either walk up 4 flights of stair or walk a long distance to the room. There was several safety violations. The elevator had a panel with loose wires and opening in which child could access and fall. The restaurant's ran out of food every day of my stay. On one occasion, we waited 1.5hr for food and they brought meat but no only one potato (for three people to share) because they ran out of food. We arrived at this restaurant at 6:30pm and it wasn't crowded. The buffet restaurant ran out of breakfast items (for omelettes). The last evening meal the buffet served left-over food and the other restaurants were closed for remodeling. The bar had all cheap (bottom shelf) liquor. The bar ran out of certain rum on the first day of our stay. The pool activities was not at the level of any of the other Riu I stayed in. The music was played using a portable boombox.
The reservation staff should have notified me of this remodeling when reservations made. I was not given option to change reservations until after remodeling. I was charged the same fees as if resort was up and running at 100% and it was not. I discussed this issue with resort management. I am requesting that customer relations contact me in regards to this issue. I have attached several pictures for your review.

v/r
Rhonda Y Maccou

Hi we have been to almost every hotel in Mexico and been to the Vallarta many times, I was disappointed this time I know they are closing for refurbishment but it does not mean that they have to let standard drop, .I have never had a problem we are gold card holders and found quite a few problems this visit .we are hoping to come back in December after the refurbishment and hopefully no complaints

We are frequent visitors to Jamaica and have always found it a welcoming and friendly place, first time in a Riu we have been shocked at the level of rudeness displayed by the staff in general, no please or thank you, just demands and being clicked at to comply! The only staff worth a penny are the maids who are friendly and efficient, .
The beach is generally unclean and smells of effluent, the tiles are broken and unsafe the pool could use a good clean also, five star platinum? I do t think so, we were looking forward to a unwinding holiday as we always get in Jamaica, however this is only the first week and I would be happy to go home I have had a bad head every day due to issues. If this had been my first trip here it would have been my last, this hotel is not doing the country any favours at all

We are staying at the Riu Yuncatan in Mexico right now and my partner come down with food poisoning on the 02/05/2019. He got it from the beach restaurant (La Margarita) at lunch time, my partner was the only one to eat the king prawns. Through out the afternoon/ early evening he started to explain of stomach cramps by 19.00 he was being violently sick both way. He ended up in bed all night just drinking litres of water to flush his system out trying to get well for the next day. The next day we planned for our son on who was 13 yrs (his birthday) to swim with dolphins. Because of the high cost we paid we didn't want to miss it. So all of the above ruined our special day.
I did report this to the hotel supervisor on the 03/05/2019 who offers us, as a family to eat in Mexico restaurant for our sons birthday. My partner couldn't go he was still frightened of eating, so my son and I had to eat without him.
While I was speaking to the hotel supervisor on the same day I reported at number of things. Dirty sheets being put on my son bed (Blood stain) they didn't get changed till the next day and how we got to shower in our room in our swimming clothing because we haven't got a door on for privacy. He told us they was going to put a curtain up (which we are still waiting for). I did report this to Rui, s rep Adam when we first arrived but (nothing got done) after taking my room number and email address. We was told at there was lots of things on site for a teenager to do. I did ask Adam about this and he couldn't answer my question (so where).
I did ask hotel supervisor to make a report regarding all of the above because I will be making a paper chase of this. We paid a lot of money for this Paradise holiday and I haven't seen no paradise yet!

We flew from Toronto and checked in with my sister on April 19, 2019 (room 921). My cousins came from Vancouver and checked in on the same date (room 928). Our package was for 7 days and the service we received at the very beginning at reception desk was awful. The staff was rude and did not care about us. They were talking to other guests while talking to us. I have stayed at RiU palace in Los Cabos last year and the service there was amazing so it was very shocking for us to experience this here at Riu Cancun. The staff checked us in and provided no directions to the elevator, did not mention anything about the restaurants at the resort or any fitness or entertainment activities. We were just given a map and left us to explore. There were negative reviews about this place before we booked it but i trusted the brand and still went ahead and booked it for 7 days for 4 people. But it felt like a mistake. On day 5, we went for a swim in the ocean and one of us lost the wrist band. When we went to get a new one, the staff was rude again and almost yelled at us for losing it even though we were aware of the charge and we were ready to pay. I paid for the extra band but it felt ridiculous. I want this complaint to be heard and want some one to get back to me asap.

When retiring to our room after hotel entertainment on our last but one night dated 24/02/2019, we were shocked to find the door that is shared with our neighbours was shut and our key card didn't open it. We spent the next TWO hours backwards and forwards to reception and waiting about. The second time we came back down to reception we were told that the occupants of the room next door were going to unlock it, which when we went back up yet again they had not. Our hotels maintenance had gone home so the one from the palace was called for and had to be collected, after lots more waiting around we were told it would not be possible to open as door code needed reprogramming and would have to be done next day when the riu negril maintenance man returned.
We were at this point so fed up so agreed to another room for the night. During the night I wanted to see if room open as vertigo started and needed medication so tried to call reception and surprise surprise phone in room not working. We really think this issue needs addressing as in an emergency eg someone ill in room and noone being able to get in could be a disaster. Next morning we spoke to tui reps and hotel manager who were really understanding, which was fine but really do not know if anything with initial door problem has been resolved.

We travelled to the Riu Jalisco, neuvo Vallarta on January 11, 2019. My spouse became quite ill, saw the resort doctor and was diagnosed with food poisoning. Hotel management phoned our room the next day and told us we had to go to the hospital to rule out a virus or we would be quarantined to our room and would not be able to leave Mexico. We went to the hospital with 2 other couples, also diagnosed with food poisoning. One couple spent the night in the hospital. Hotel management refused to accept that there was a problem with the food, even though the hospital ruled out a virus. We asked to be moved to a different hotel, they refused. More people became ill, including the couple we traveled with. People flew home early from their trips.
We were to stay 2 weeks in this resort but we moved as the doctor said not to eat any fruits or vegetables unless we could peel them, not to eat any kinds of meat, not to drink alcohol. I want the RIU to refund the cost of our vacation. It was a nightmare.

Copy of email sent to Gresham Hotel and general reservation email.

Forwarded. Regarding booking in the Gresham Dublin, 22 December 2018. Room number 3034.
My CLT-L09. On O2.

-------- Original Message --------
Subject: Disappointment
From: susan.[protected]@btinternet.com
To: reservations.[protected]@riu.com
CC:
Dear Madam/Sir
Christmas is hard for my parents, they lost my youngest sister 16 months ago and my maternal grandmother in January, my dad also has cancer.
To cheer them up I booked them into the senior suite at your hotel along with theatre tickets. After checking your website I then booked through Expedia.
Imagine my huge disappointment when I was sent photos of their room to discover it was not the senior suite I had booked and paid for but just a suite.
When my parents queried this at reception they were told the room they had was a senior suite but the photos were exactly the room shown on your website as a suite.
An admission of an error might have helped, waiving a small bar bill after the lies didn't really.
I look forward to hearing from you on this matter.
Regards
Susan

Hi, we, ve not long returned from Riu Macao Dominican Republic, . Absolutly discusted by the rooms .the 1st room air con barely worked neither did the t.v. . We had maintenance man out who said it was fine. After 5 day we couldnt put up no longer we paid to upgrade to the jacuzi suite.much to our discust 2 patio doors were broke, a cigeratte found under the sofa, a dodgy cable had melts and was dangerous, handles broken. This was meant to be there top room. . Barering in mind this was a so called 5star hotel .room was musty . .slept one night in there and there was a mouldy damp smell.in the morning we checked the pillows 4 pillows were black mould it was discusting .i called the manager up to see it who then fobbed us off with clean cases . . Not acceptable. . .in the end the supervisor cleaner came and took them all away apologising .the manager was useless who tried to palm up off to another room we didnt want to move for the 3rd time. It was a joke. . A 5 star hotel with four musty mouldy pillows . . I have got pictures of this and the cigerette under sofa. The mainenance man fixed the doors. Air con barely worked in this room either.the hotel was more like a measley 3 star .very dated. After getin engaged we were very let down. Iv stayed in 4 rius and this has put us off for life. . The holiday cost a lot and we were masively disapoint we should never have gone through this .i will attach the pictures of the pillows

We are disappointed to be writing this email are regular travellers, at least twice a year, to your hotels and this is the first complaint we have ever made. The above was for our recent trip to Aruba staying at the Riu Palace Antillas. We booked this hotel being a palace, as this holiday was for a special occassion. We booked it to celebrate my wife and brother in laws special birthdays. While the public areas of the hotel, food and staff were exceptional, we were most dissapointed with the accommodation areas. They were of a very poor standard and we have attached photos for you to see. The hallways were shabby and stained, and our room had mould in the bathroom, and peeling ceilings. The bathroom fittings were also very shabby. The room was clean, but very shabby and dated. Not what we have come to expect from Riu Palace hotels, or Tui. We are Riu Gold members, and our number is [protected]. We even have another trip booked for 8/11 to the Riu hotel New York Plaza. We have always regarded Riu Hotels in a very high standard, however feel very let down by the standard of this hotel. Please could you review the attached photos, and we look forward to hearing from you in due course. Mr and Mrs R Ward.

My Mother slipped on tiles at this hotel as the mats had not been placed out during a rainstorm. She fell and sustained a traumatic brain injury and was told by the hospital she could not fly home in 3 days' time or she would be at risk of a stroke due to heavy brain bruising. My father spoke with the "Director" of the hotel to ask if their stay could be extended by a day or 2 to allow my Mother to recover somewhat before flying. The man's response was a flat "No." He had no interest, gave no offer of help, no apology that mats had not been placed although the mats were laid down when Mom & Dad returned from the hospital. He didn't want to be troubled at all by my mother's inconvenient brain injury, although he knew of her fall due. When the man was rude to my Dad, my Dad said he would contact his lawyer. The response was: "Your lawyer will fight with my lawyer and my lawyer will win." Absolutely appalling. The only thing this "Director" should be directing is his own application for UNEMPLOYMENT insurance.