RIU Hotels & Resorts
Reviews and Complaints

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.

We paid for WiFi hotel and our Bahamas Paradise Island Hotel has been down n citing us 20$ a day for two cell phones

40$ credit we should receive

Customer service was unable to assist us with an earlier flight home as I am not feeling well and insurance customer service numbers given to us not working

Your Philippines customer service people are horrible no help no seat assignments given Nothing

We will not be sharing a good review with No assistance

Duane & Nancy Zellers

Iron number [protected]

We would like a 6am flight home and not thru New York as my wife is not feeling well

Please help us

[protected]
[protected]@yahoo.com

I stayed at the Riu Republica on September 27, 2018 and the service was awful. We had to request that our room be cleaned practically everyday and when it was cleaned it was usually very late into the day. The bed was made hastily and the floors were never swept. On our last two days it wasn't cleaned at all. Each time we contacted the front desk or asked one of the people responsible for cleaning it to help us they'd promised to come back or send someone and it never happened. There were a trillion ants in the room on more than one occasion. We asked for someone to check the air conditioner several times and again no one ever came.The elevator was also out of order for three of the five days we were there. I saw an elderly couple climb the stairs to the 4th floor and they didn't seem too happy about it either. The staff was extremely rude and it didn't help that I was unable to communicate with many of them because they didn't speak English. I couldn't connect to the internet and asked for help at the front desk. The young woman I spoke to told me to ask the person I was traveling with to help me. I brought a stack of singles to tip anyone who serviced me but I had a hard time parting with my hard earned money for such poor service. I ate mostly fruit and vegetables because the food was tasteless. One of the men stirring red sauce for pasta splashed it all over my pink shorts with no apology. When we booked our excursion the Amstar Rep (Ceasar) advised my boyfriend to wear dark glasses because there were a lot of mounds on the island and he didn't want him to get in trouble with me. By mounds he meant breast and butt's. I was highly offended and it caused tension between us. His behavior was very unprofessional to say the least and it was unsolicited. I stayed at the Riu in Jamaica and I had no complaints whatsoever. This experienced ruined my vacation and I will think long and hard about staying at any hotel owned by RIU in the future. I would like a full refund and an apology.

Hello

We stayed in the ochi rios hotel from 14th sept - 28th sept.

My mother in law stayed 18th sept for the night (room 3012) mrs Fearon.

Whilst we waited for the room to be ready which took longer than the 3pm time given which your front desk dealt with perfectly. We say on the lounges by the pool. They were meant to be clean and no one had used them as it was so early in the morning when they arrived. When my mother in law got up from sitting her trousers were all damanged. I have pictures she can not wear them again and the hotel said we had to contact you. Directly... which I found maddness.
My email is [protected]@hotmail.co.uk
[protected]

Having dined at the Sir George, Riu Vallarta, Mexico, restaurant two evenings ago we decided to eat there for our wedding anniversary.
What a mistake we made!

We arrived at 19.35 to be told that a table would not be ready until 21:00 and were given a pager.
We arrived back at the restaurant at 21.05 and were seated. We were offered drinks which we accepted being water and wine.
We got talking to other guests who advised they had been waiting for food for over an hour. This surprised us given our previous experience.

Our appetisers arrived and although the soup was very good the pastry with goats cheese was terrible. It was dry and inedible!
After waiting for 100 minutes after arriving and having needed to refill the water glassses and wine glasses ourselves we decide to leave the restaurant as we had an early start the following morning.
We have raised this issue with Javier, the Duty Manager and expressed our dispppointment. Initially Javier did
not understand the gravity of our complaint and offered the explanation that the hotel was busy. I appreciate the hotel is busy however the hotel is clearly not busy enough to decline our holiday booking!
Having stayed a minimum of 14 occasions at Riu hotels across the world this is the first time that I feel the need to complain!
I am disappointed that our wedding anniversary ended so badly. We have stayed Riu hotels for our anniversary for the last 12 years and wonder whether this will be the last!
We were looking at the Riu in Sri Lanka for next September but will seriously need to think about it!

I am totally disappointed in the Riu Republica. I have stayed at all the Riu hotels and this one is the worst to say it is all adult. The food was extremely cold regardless of what time I ate. I went early for dinner at 630 still cold., I went early for lunch still cold, I went mid breakfast still cold. This was the worst birthday ever and I got sick

My family (my husband and two children) and I have stayed at the Club Hotel Riu Negril (for the duration of two weeks) on five separate occasions, we have stayed at the Ochi Rio's Riu once and we have also stayed in the Riu in Lanzarote; we love the Clubhotel Negril so much so, that in 2016, my husband and I stayed for 3 weeks and got married there. Each time we stay in the Club hotel resort, we have other families from England join us and also a friend and her family from Canada meets to reunite. It is usually a magical and very pleasant experience.

However, on this particular visit we were extremely disappointed. On arrival, we were informed that the hotel had not received my email, whereby I had requested in advance that all 3 family's (occupying 4 rooms - as my husband and I brought his eldest daughter with us and we therefore required two rooms for our family of 5 poeple) would be located in the first building and close to each other. I had also informed them that we were coming back to celebrate our 2nd Anniversary as we had got married at the Riu and I was enquiring weather we could celebrate it there. The email response was very vague and useless- they had informed me that a gift would be sent to our room for people celebrating a celebration, however it never was. On arrival the receptionist informed us that the email basically meant nothing and she could not honour our request as she did not have authority to do so, she offered one room an upgrade which made absolutely no sense as my family would have been in 2 very separate rooms and therefore we declined.

On our first morning, our friends were locked out of their room at fault of their own, however, my husband walked to reception to collect a key card but it did not work, we then called reception to solve the issue and the man on the phone who was very rude, simply put the phone down. We then had to walk back to reception to request that someone physically came with us with a key issuer to get entrance to the room, only to find out that the handle on the main door to her room was broken.

Throughout the duration of our two week stay, it was extremely clear that the hotel was over vacated, as the staff were over worked and looked absolutely exhausted, they did not have time to deliver their usual hospitality and pleasant presence towards any of us because they were clearly too busy. This includes staff from the gardeners, cleaners, dining and bar staff, who over the years would usually welcome us with a 'good morning' and on many occasions take the opportunity to have a conversation with us because they had time too.

The entertainment staff were also extremely busy and it seemed as though they were unable to provide the usual home from home service they would have provided by welcoming us with conversations and checking in on us frequently to ensure we were having a good stay. Many of the entertainment team tried hard to maintain these relationships... Pencil; Happy Feet, Spotlight, Popsicle and Roly poly strived to deliver the service that we continue to return to the hotel for, but they also seemed very busy and quite rushed. There was one man in particular, in which we had only met this year, who had made both myself and our two daughters children quite uncomfortable, his name was Hotdog and he sat by the plaza bar most evenings, drinking alcohol and saying derogative things that he passed off as a joke, towards the second week of the holiday, I told our daughters to completely avoid him.

On every occasion that we have visited the Club hotel there has been no end of clean beach towels, it usually rains and we casually go over to the beach hut and collect a clean towel from the towel hut, however we could not do that on thus occassion beacuse everytime we needed a cleab towek they were never there. On one occasion we were due to go on an excursion and the shuttle was waiting on us to collect our towels; I was extremely disappointed that at quarter past 8 the hut was not open, there was a huge line and I was refused at reception to provide me with an alternative. Therefore the shuttle had to wait and we were late collecting participants from other hotels.

This was also the same issue with bath towels; I called reception on four of occasions throughout our stay to report that either there weren't any or there wasn't enough towels, however as promised, house keeping never arrived and therefore we had to share our towels and use beach towels as floor mats.

During our stay, whiist it was raining and we were in the room, we received three prank calls to our room 3006, I called reception to inform them of this, they informed me they would investigate and call back, yet they did not return the call, these promises were never honoured and as a result there is a lack of good quality customer service.

We have always been advised that the Club Hotel Riu, has a private beach, therefore we feel safe to allow our children to walk from the room to the beach or the pool alone, however this year we were not informed by the Riu or Tui that it is now a private beach and the vendors are allowed to be present. This made me feel extremely cross as I feel that we should have been informed of this change.

I am unsure of whether the hotel could not cope with 93% occupancy due to the fact that the Riu Tropcial palace was being refurbished, however, the food this year was also very unpleasant, there was always a huge rush for lunch with food quite often running out and a long wait for other food to arrive. As a result we often dined out at restaurants down the road. We were not informed on arrival that the resteraunts no longer used a booking system and therefore when we wanted to dine at the resteraunts we were required to queue, we therefore cut our days short to ensure that when we wanted to eat at one too the resteraunts we would arrive at 6:20pm to ensure we got a table. At the Italian resteraunt, the bowls were very dirty and

Most often at almost all of the resteraunts the plates were still dirty, even when they were just brought out, I brought this to the attention of many dinning staff on many occasions. On the onlu night that we ate at Luigi's all of the bowls were extremely dirty. There were two separate occasions that the plates were so hot, myself and my either year old son burnt our fingers as we picked them up. The food in the sports bar was inedible, on one occassion my husband was bedroom bound due to sickness and diarrhoea, this was because he ate a burger from the sports bar. I also had one and experienced similar symptoms but not as terrible as my husband's.

It was quite frustrating that none of the showers were working at beach or by the two main pools, which meant that it was difficult to get rid of excess sand before getting in to the pool. There was a bucket filled with water, optional to wash feet in, however, I would consider that extremely unhygeninc since there were so many that would have needed to use the same water. The general cleanisness of the bar pool was dissapointing too, it was unkept quite often during this visit. There was a major incident with a drink couple in the pool which frightened my son and made the rest of us feel uncomfortable.

My friend's daughter (Liane Morgan) had her phone taken from somewhere on the complex she asked the manger to call.the police and instead of dealing with it herself she left and failed to inform the staff on shift, of the situation. THe police were never called and the incident was never resolved.

The cleaner who cleaned our rooms, failed to lock the back doors on two seperate occassions, which was putting our belongings at risk. The TV in our room was broken, with a black line down the front of the screen which made it very annoying watching it while it rained. There was only one bin in room 3006, which meant for sanitation purposes we had to leave it in the bathroom and share this bin as a bin for general living too, which was extremely uncomfortable as at the start of the holiday, there were also no sanitary bags to dispose of sanitary products. So they had to sit in the bin in the bathroom until the cleaner came. The shower in the bathroom of room 3006 was also blocked, every time it was used it flooded back up to a two inch puddle whilst in use, that all five of us used the shower in 3007, as we could not report the issue using the phone in room 3006 because the number 9 dial, to call reception did not work. The hairdryer in room 3007 did not work either, which meant there were three females waiting you use the hairdryer in the evening after showering. The toilet's were never bleached properly so they continuously smelt of urine. Which led us to believe the rooms weren't as clean as they have been on our previous visits. On many occasions sheets were not changed as there was chocolate on the sheets from two days before. All but once when I called reception to request something from house keeping, they never responded.

The atmosphere in the hotel, from staff across all departments has completely changed and made out holiday feel less warm and welcoming. All staff seem over worked and nonchelent towards guests because of these issues.

This email highlights the very obvious lack if attention and care on part of the management team, it also reflects the quality of the hotel. If a company advertises itself as a five star, it needs to deliver a five star service, the service including the room decour, offered at the Clubhotel Riu is very far from five star. These incidents have never happened to us before during a stay at the Riu and most definitely shouldn't be happening in a five star hotel.

It is a shame that my family, friends and I looked forward to returning the Club hotel every other year and experiencing other Riu hotels because of our experiences at the Club, but further to our last visit. We have decided that we would not return to the Club Hotel Rio or any other Riu's.

My details are-
Sara Francis +[protected]
Sara.[protected]@outlook.com

Zlata & Zoran Kaludjerovic
385 Ironwood Rd.
Guelph, On N1G 3P2
Phone: [protected]

September 19, 2018

RE: Service Complaint regarding booking reservation No [protected]- trip to Panama, RIU Playa Blanca all- inclusive resort

To Whom it may Concern;

This letter is in regards to our recent trip to Panama, Riu Playa Blanca all-inclusive resort, from August 30, 2018 - September 06, 2018 and frustrations and disappointing experiences that we had during our stay.

For my husband and me it was our wedding anniversary and we're looking forward to this trip. For few months we're planning this trip and we're certain that we'll return home with unforgettable memories from this country and resort. We travel extensively, and we like to visit and explore new places. We choose this resort because we were familiar with RIU hotels and its class. We had great experience with few other RIU Resorts where we have stayed before, RIU Palace Cao San Lucas, RIU Jalisco Puerto Vallarta, RIU Palace Punta Cana. All of them were top-end resorts, high end, what we are always looking for.

But, unfortunately with this resort we made mistake as it was categorized and rated incorrectly. This Panama location is way inferior to all other ones, although the 5- star resort should be the same class, with the same service quality in any country. This resort wasn't exactly what we had anticipated. Although it's relatively new property, opened in 2014 already it could use some renovations and an upgrade its services. Some of the issues were not just the fault of the resort, but there were other issues that could have been handled better by the staff. The time spent in this resort was our worst experience so far.

With this letter we would like to express our deepest disappointment with RIU hotels and Sunwing's services, firstly and most importantly by incorrect advertising and consequently selling an overrated hotel.

These would be our main complains:

1. Hotel categorization (beach, grounds, restaurants, entertainment, service)

Sunwing is selling and advertising this hotel as a 5 stars property misleading guests. This resort should not be rated more than 3+ stars as it has many organizational and service issues. All together this is just a budget hotel with many issues. As I have already mentioned this is not the first RIU all-inclusive resort where we have stayed in, and we consider ourselves easy going.

- Beach

One of the most important parts for any hotel is the size, layout and natural beauty of the beach. The hotels that are categorized as a 5 stars resorts must have a beach that is clean and quite to provide relaxation and enjoyment to their guests. Instead of this at this resort at the beach there is a sewer/storm runoff that is deposited directly into the ocean, giving the ocean and beach an awful septic smell, and very murky appearance. In addition, there are vendors with horse rides that are very unpleasant, running the whole day through the beach, offering weed, cocaine etc. The beach was filthy and horse manure was everywhere. There is not enough umbrellas and the palm trees to provide shade. No waiter's services at the beach.

- Restaurants

This resort has 2 buffet restaurants and 3 specialty restaurants. Every day buffet restaurants were jam packed all week long. It seemed that a lot of locals came in for one night or weekend and wanted to take full advantage of their all-inclusive package for the time that they were there. Food lines, drink lines, you could not get away from the crowds. It was awful. With better organization and more personal any 5-star hotel will handle this differently.

The buffet restaurants felt more like busy cafeterias. The variety of food, however, it never changed - same thing from day to day. There was plenty of food, but nothing was prepared nicely, everything was without taste.

The specialty restaurants were more likely like buffet restaurants again. The food was better there but, nothing to brag about. The Steak House food was the best from all 3 but, but it is in an open venue area (no doors, no windows), so there were flying bugs, mosquitoes etc. and they would spray the area in front of you and your served food.

The drinks selection and quality in any bar or restaurant were very bad and limited. No brand name liquors at all. We tried few cocktails but could not find a decent one for the entire week.
The wines- only house wines available and both red and white were cheap wines, many times sour, or diluted with water. There was no option to order and pay for a decent bottle of wine if you wanted.

The overall appearance of the restaurants, food, drinks and services quality was far away from the 5-star resort, more likely like a 3.5-star hotel.

- Pool Area

There were 4 pools. All overcrowded and very busy, noisy. All pool areas were not maintained properly.

The pools looked like15 years old. Very basic with slides very faded and old looking.

- Animation-entertainment team and activities

The entertainment team was extremely rude by not paying any attention to other guests that were not Spanish background. So, only Spanish language was used. All announcements were in Spanish, so you won't be aware of many activities during the day since you won't understand announcements. No consideration for guests that were speaking other languages. This happened to me in two occasions, during bocce game and twice during bingo activities. I had to ask personnel and remind them that there might be some guests who are not speaking Spanish. I asked them nicely if they can translate announcements in English too. They even didn't apologize, just made some jokes on my account.

It was the same during evening entertainment and shows. They will translate only one or two sentences at the end. It is normal to find multiculturalism in resorts all around the world these days. And that's a beauty of travelling. But, in this resort it is not recognized. This is just a bad and unacceptable service attitude and something that management supports.

- Resort/Grounds

This resort is only 4 years old, but some areas need upgrading ALREADY. Cracks in the walls, pool tiles missing etc. The up keep of the resort is horrible. Peeling paint and dirty floors, toilets in common areas.

Not enough elevators for the whole property. The waiting times at elevators were sometimes 10-15min.

2. Delayed return

At the time of Departure there was huge disorganization by Sunwing. We have arrived in Toronto 3.5 hours later than anticipated. So, the return from Rio Hato Panama took more than 12 hours. More than when you are travelling to Europe.

There was an apparent issue with the gas supply vehicle. So, we're twice getting into the plane, rerouted to Panama City. All that without any service offers from Sunwing, not even water. People were hungry and had to pay for meals etc.

Basically, by all mentioned above I believe you could have a clear picture of our vacation. As I have mentioned before we are travelling extensively, and we're very familiar with the standards off the 5 stars hotels. And it is not the first all-inclusive property we have stayed in. Sincerely, this was one of the worsts experiences we've ever had concerning all inclusive. At least we're expecting some compensation. If we travel 3-4 times per year and spend at least $10, 000.00 for the trips we expect to return from our vacations satisfied and relaxed.

In this instance for us the RIU Hotels were the provider of services. Our recommendations would be that you sell and advertise resorts by their own conditions and quality of services and overall management. If you overrate the resort you're providing false information's to your clients. The travelers should be correctly informed up front. For us this was just a disappointing experience.

If for your customer satisfaction is important situations like this should be handled differently. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

It's a well-known fact that no business can exist without customers and if you don't recognize customers' complaints and needs and don't provide consistent service you'll soon start losing them.

Awaiting your reply.

Yours truly,

Zlata Kaludjerovic

Hello there,

I am sadly to inform you of a serious Salmonella food poisoning incident that happened to myself where I ended up in hospital from a chicken wing at the Riu Palace Peninsula in the 24 hour sports bar. I ate around 11pm on the 3rd December 2017 and woke up at 8am being ill all day on the 4th December 2017 where I ended up in hospital. The Hotel doctor was called out and I had to go straight to hospital. I would like to add that I am also a type 1 diabetic which did not help towards the salmonella making it more traumatic and harder to treat. I had to be rushed to hospital as I could not keep anything down and this was after a antisickness injection. I caught infections from the Salmonella also where I had to be put on medication throughout my holiday this has had an long term affect because I am now only getting better from it. I am not one to complain and it has taken me this long but because of the extent of the Salmonella and also how your staff acted upon when I returned to the hotel was out of order they could clearly see I was in a unfit state where they was very abrupt at me because my band was cut off when my friend tried to explain that I have been in hospital on drips & machines. I have hospital notes and doctors messages from Galenia to back my case up and in writing that it was salmonella from your hotel as I have not eaten anywhere else and also I knew exactly what it was. If someone can get incontact with me so I can talk through what happened it would be much appreciated I do not partically want to go down the solicitor root...
I have also seen a lot of other people has had food poisoning from this hotel & also whilst I was there
I hope you can understand
Many thanks

I'm staying at the Riu Palace Punta Cana and I am very disappointed in the customer service at the front desk. After we booked our flight was changed to depart at a later time. We inquired about a late check out in order to accommodate for the change in time. When we arrived at the hotel, the manager notified us to come back the day before we leave. When we went back to speak with him, a different manager informed us there was nothing he could do and that if we wanted to stay it would be $10 per hour then later in conversation he changed his wording to $10 per person per hour. He had an aggressive tone and was unwilling to even try to accommodate and gave us the impress that the hotel didn't care about our needs or providing the customer service that, he stated, we paid for. As people who have worked in customer service, we understand the need to meet and surpass the customers expectations. However in this case our needs were not met nor acknowledged. The manager did not care for the fact our wait time between check out and our departure time was 5 or more hours. This is a very unfortunate way to end our vacation. If people ask us about our stay, we will inform them of the lack of customer service and recomend that they do not waste their money for a management staff that does not care about the well being of their guests.

My husband and I are on our honeymoon and have never experienced such bad, disrepectful service in our lives. We waited 2 days to even get our ac working on our room. We were promised another but then had to hound the front desk to even get a second look. Our bedsheets were soaked in sweat but weren't changed until the 3rd day only because we ripped all bedding off the bed.
*this is the worst part of our trip... On the 3rd day we requested refills of our soda and liquor, which we were told would be replenished daily. 5 hours later we called for the 3rd time and told the minibar would still be at least another hour due to problems they were having. Then the supervisor justin called to say they would not restock the liquor as he thought we were "drinking too much". There were still 2 bottles untouched but we did not like those cocktails so we asked for more of what we did drink. He proceeded to tell me that we were "misusing the alcohol" and even though it said clearly on the minibar that its restocked daily it didn't mean for a bottle a day. He then told my husband that maybe we should drink less and we can "talk about" refilling them tomorrow. We did not pay $5000 to come here and be insulted. If I do not get sincere apology from this manager and speak to someone from corporate I will have no other choice than to seek legal action. My husband and I have proof of things that would not make this place look good, so I suggest an immediate solution on your end.
Thank you.

I am writing this email with slight disappointment, having decided that the success of out tui holiday that we went on last year was so lovely we decided that we would do it again this year but go slightly further afield, however I can't describe how disappointed I actually am .

We paid £1600 to spend a week at the riu karamboa in Cape Verde, well having stayed in a 4 star hotel last year in Croatia we were obviously expecting rather high standards as the hotel in Cape Verde is a 5 star .

Firstly the bedding in our room had marks on it, and was not clean this is certainly not what you would expect in a hotel of this standard and clearly is t good enough for the amount of money that we were spending to stay in that hotel .

Secondly there is blood on the wall this had been there since we arrived and it is still there a week later, we'll if I as a guest can see this then it should t be hard for anybody else to see it on the wall .

Thirdly there are what looks like hikes in our shower that have just been filled in which looks a mess again when you spend £1600 for 7 days you expect the room to be in an extremely good condition ex specially for a 5 star hotel.

The paint work is also coming of on our door on the balcony, the whole room just looks tired and run down however this is not to a good enough standard, the room we stayed in last year in Croatia was clean, neat looking and up to date . I feel that everything in our room needs to be updated or at least fixed or cleaned properly.

Next I would also like to address the issue of smoking As a pair of non smokers I appreciate that people have the right to smoke but I do not feel that this should be around the whole hotel and the swimming pool . It is extremely disgusting the smell actually made me feel sick and you could not escape it wherever you went . Even having your balcony doors open the smell wafts into your room . I feel that this is extremely unfair to people who don't smoke and don't want to be around people smoking .

I also think that the rule about clothing in restaurants should be addresses, we were going on a trip one night so my boyfriend had a vest top on to go into the restaurant, as we walked in one of the members of staff s by him back out to change had he given my partner the chance he would ha w explained we were going on an excursion and we were told to wear clothes we could get dirty . However we weren't given the chance and were sent out the restaurant by an extremely rude member of staff ! I actually think men's vest tops are not a problem compared to the lack of clothes that some of the ladies were wearing with their chest hanging out or no back on are equally as off putting when you are trying to eat your dinner .

Lastly I am absolutely gutted at how much we paid to come here and actually it's not a very high standard when it really should be as it is a 5 star hotel and when you only go away for one week of the year £1600 is an awful lot of money to spend on a holiday that is advertised and sold you when actually you get there and it is something different and not like what you have been told . I can't say that I enjoyed my holiday or my stay and feel extremely letdown .

I would also like to say that the state of the pool is a safety hazard having cut my own foot in it badly as there are lots of tiles missing which makes part of the pool extremely sharp and unsafe for guests to use .

Having gone through an experience when the hotel roof collapsed and caused damage in the hotel, this is also very distressing and added to the whole situation, everybody was hysterical running around including mothers who had been split from their children . I can not describe how horrific this situation was and it was not a holiday that I will repeating let alone recommending to anybody .

Alex Hayes
[protected]@hotmail.com
[protected]

We arrived at Riu Santa Fe on 9/15. We requested that accommodation keep our group in one local (as we are a family). They spilt us into different buildings. First room had bugs on bed room 5231. So we went to front desk with pictures explained that we were not comfortable with room. Asked for supervisor refused to get one, then said she was the supervisor Cynthia( no mame tag). After much talking changed room to 9115. Opened door to couple having sex. Rm 8224 half dead roaches.

We stayed at the Riu Palace Aruba from September 3 to September 10.
My daughter and I were assigned to section C at resort. The shower in room did not provide any privacy, it had clear glass and was not enclosed in a bathroom.
I talked to the director, I believe his name was Juan Carlos, who initially did not want to assist. After discussing with him and advising I was not there with my husband and privacy was required, he finally assigned us a new room.
We were assigned room 125. Waited until 3 o'clock as room not ready yet. At 3 o'clock I went to get key card, upon entering room, maintenance person was painting ceiling in entrance. I talked to housekeeping person in hallway who contacted reception to advise them maintenance was painting our room. Proceeded to return to front desk and they assigned us to other room 139 until paint fumes dissipated in 125. Was told room should be ready by 6 o'clock. At 6 o'clock went back into 125.
Next day daughter noticed ants crawling into luggage from hole in wall and crack around plug. She notified reception ex 9 who had maintenance and housekeeping address.
Again, the next day we had the same issue with ants and maintenance came once again to caulk the holes and cracks.
Next day, noticed no latch lock on sliding door. called reception ex 9 to advise required lock on sliding door. Note: although they kept reassuring me someone would be there shortly to address this issue, lock was not installed for two days. Note: also noticed screen door which was there when we initially entered room was now missing and I notified reception ex 9 of this. They added screen door 2 days later.
Next day, in the evening, daughter was in bathroom taking a shower, I was in bedroom getting ready to go out, ceiling in entrance started dripping heavily. Daughter came out of bathroom and slipped. I called reception Ex 9 and they advised would send maintenance and housekeeping to fix and dry floor.
Maintenance advised air conditioning drain issue and reason for leakage. They dried and I assumed cleaned drain. Housekeeping came in and mopped excessive water that had dripped unto floor. We assume this issue was resolved but upon entering room after diner, air conditioner was dripping excessively again. Called Reception ex 9 once again to advise. Maintenance and housekeeping again came to fix air conditioner and dry floor.
Pool and beach staff Male tried to lure my daughter into bathroom and again on a separate occasion into room to have sex. She advised security and we are hoping this was addressed.
Day before leaving resort tried to speak with Vanessa the manager of hotel but was told she was not in.
Day leaving resort, tried to speak with Vanessa again to report all these issues but was again told she was not in. Note: they lied to me, when
talking to Sunwing representative Marouchca(not sure if this is correct spelling) she told me Vanessa was in fact at the resort but most likely in a meeting and she(Marouchca would note these issues) and I am hoping would discuss with Vanessa.

We are currently staying at the resort and got food poisoning Thursday night and didn't leave our room Friday. All we wanted was to be comped the one day we were unable to leave our room. The reception workers had no idea what to do and were doing everything they could not to let us speak to a manager. When we finally did speak to a manager, we had to constantly call back to get any updates. Then nothing. This morning we spoke to the sub director Vincent Gomez who was equally unhelpful. We asked to speak to his manager and he said he's the only manager. When really his manager isn't here today. He would not even give us her name until i had a full breakdown in the lobby. Customer service is so poor here it's unreal. We are staying at the Riu Palace in Cabo. We want a refund for the day we were stuck in our room.

It is with great sadness I report our one day at Santa Fe has been appalling.

None of the food has been to temperate. I am extremely concerned for food piosioning. Went to 4 different resturants and I am not picky, but none of the food is edible. I cannot explain how this is the biggest issue. Another issue is that we sat down in the Asian restaurant and it was over 90 degrees and smoky.

Dinner time the restaurant closed 45 minutes early and they refused to seat us. We had to throw a fit. Dress code is not inforced.

Housekeeping locked the joint suite door and we were locked out for an hour waiting on them to come unlock it.

Our room air conditioner is pretty much broken and it doesn't get colder than 75 degrees.

And last but most importantly. We have found bed bugs. I have video of it attached.

Please get back to use ASAP

[protected]
Haley Gale

We are currently staying at the Rui bambu and have a compliant about a meal service we have had tonight. My husband went to book a table for the steak restaurant and was told he couldn't have a table until myself and daughter was there ( we were on our way) but allowed a Spanish man to sit and wait at a table for 30 minutes, I found this as a racist attack..
Once we were given our table the waiters were trying to put our starter down on the table before we were seated or even offered a drink.. I refused the starter until I was given a glass of water, after that we wasn't offfered a drink again but the tables either side to us were offered drinks:.
Once we started to eat our main meal the waiter brought out desert up and tried to place it on top of my steak that I hadn't finished eating. I asked him to remove the desert and wasn't offered one again..
I spoke to the restaurant manager who looked at me blankly and I asked if he understood me which he replied yes but not once did he apologise for such terrible service..
We have paid a lot of money to stay at your hotel and don't expect to be treated any diffeeent to anyone else.. even the bar staff are racist where you could be standing at the bar waiting to be served and they will go out of their way to serve a Spaniard who as arrived after you.. I don't expect this service from a Rui hotel and would like this compliant to be dealt with ASAP and professionally..
many thanks
Mrs Adams

Booking reference- 4673837
Sunday 22nd July - London Gatwick to Mauritius 2.45pm
flight TOM58, we paid for the premium service enabling us to travel in a little more comfort. The dedicated check in was extremely good and certainly meant we did not to cue for long periods of time ( Karen Jackson - has MS thus finds standing up for long periods extremely difficult).
Whilst on the flight we were certainly not as impressed as we thought we would be. We sat in 1A and 1C. The presentation caused some concern as the area of our seats was not entirely clean. There were no menus on board for us to select our food preference. The wine was served in plastic glasses. The cabin crew, talked consistently about the week they would be having in Mauritius, one member stated this would be her fist time in Mauritius, they even said they were booked into the Hilton Hotel with a food only package and as no alcohol was included they purchased bottles of vodka to take with them. We certainly do not have an issue with cabin crew holding their own conversation, but this should not be at the expense of TUI customers.
When we arrived in Mauritius, the cabin crew failed to inform us there was a premium desk at immigration. Therefore as we didn't know we joined the long line of others waiting to be seen. This standing time caused a great deal of distress to Karen Jackson. It was only another passenger asked an official at the airport, we were pointed in the right direction.
The transfer from the airport to the Rui Le Morne, consisted of a mini bus, the driver took us to the wrong hotel, albeit it was only next door, the driver failed to apologise for the mix up.
Whilst at the Rui Le Morne, we feel we need to point out the following:
After a night of sickness, Mr De Gaunza telephoned the hotel reception and asked for a Doctor to be called to the room. The Doctor arrived shortly after, and after his initial consultation/examination, he informed us he would be calling for an ambulance. After about 30 minutes an ambulance arrived, to take us to a clinic in Flcik en Flack. We left the hotel and got into the ambulance and as you can imagine we were prettified, not only because we were in a country where we didn't speak the language and had no knowledge of the medical system in place. NO ONE from the hotel reception or management came to speak to us, not even to ask if were ok or offered any support.
At the clinic in Flick en Flack they did not have the facilities needed, therefore another ambulance was called and were transferred to clinic Nord in Port Louis. Mr De Gaunza took the opportunity to telephone our insurance company, and telephoned TUI in the UK to ask that our rep in resort be notified of the situation (phone bill £122.45) After an hour or so Sindy our rep at the Rui Le Morne telephoned, she found out we were at the hospital as the uk agent emailed her.
After 24 hours at the hospital, we were discharged and had to spend 2700 rupee's (£57) to get back to the hotel. After a further few days, no one from the hotel management team could be bothered to ask if all was ok. We went to see Sindy and asked for assistance at the airport for the return journey, having MS can cause mobility issues and to add sickness on top can cause issues. Sindy said she would organise this for us.
On our last night at resort, we asked to hotel reception for a contact email address, as we wished to complain about the treatment we received from the management team. The receptionist said he could not give us this, and asked if we would like to see the manager, we agreed. The manager came over to where we were sitting in the reception /bar area. He did not sit down nor ask if we wanted to join him in his office. Instead he stood looking down on us, he said he didn't know why we were not happy, he was extremely rude! I calmly and quietly we explained why we felt let down by the management, and asked why they hadn't informed the rep what had happened. The manager spoke to us whilst looking over our heads, he was more interested in other guests. In fact he was so rude, Karen Jackson ended up in tears. The manager told us to complain if we weren't happy but he didn't know why! The manager could have just apologised and asked how I was, and would definitely suggest the RUI group organise some customer service training staff!
We visited the Doctors surgery on Sunday 5th August to get a fit to fly certificate. We waited for 2 hours to see the Doctor, when he saw us he said we didn't need to wait to see him as an appointment had been made for him to call around to our room, no one told us this!
On Monday 6th August, we travelled to the airport, no assistance had been organised and I wasn't even asked for my fit to fly letter.
You will note we have used TUI for our annual holiday every year, and definitely have never been treated so badly by hotel staff.

I travel all over and was very disappointed by treatment of montego bay and riu palace staff. Each hotel blaming other when i wanted to book additional few days at Riu palace. Very unhelpful. Wasn't happy with partial sea view and no upgrades available in montego bay. Could not visit Riu Palace after being told could. Need chaperone from montego bay. Considering this is my historical birth family country, i am so upset. Not good start to holiday. Stayed at Bahia Principe and Riu Ochi so was really not expecting this bad service. Ruined my holiday already and here for wedding. Wanted to organise my wedding possibly at Riu no chance now.

Hello,

My name is Carlos Arias, reservation ID# WRC06U2Z. I am a RIU class member and have been staying at RIU hotels and resorts for over 10 years. In all my years of staying at RIU hotels and resorts around the world I have never had any bad experiences until last week. My fiancé and I decided to get married on July 21st, 2018 at RIU palace punta cana. The total amount of the wedding was well over $50, 000 because of our 30 guests, flights, transportation and other expenses. The wedding was almost $10, 000 with the Indulgence package and extras. We also booked a suite. With that said we would of imagined that everything would go as smooth as possible and that we would not have to worry about absolutely anything at all.

Ms. Astrid and Ms Anyeli Rodriguez made our wedding very memorable, we had a great time as far as the wedding went and it was very beautiful. For that we thank them.

As for the Riu Palace resort itself. We were horribly and beyond words disappointed. We spent out of the 5 days at the resort more time at reception and in Mr. Melkis and Mr. Rani Ghosheh's managerial office than enjoying our stay at the resort. We checked in to suite 2059 the first night and it did not have any Air conditioning or hot water and it smelled like paint, technicians came by for hours and could not resolve the issue and told us the resort just opened up a few days ago after remodeling and had a lot of issues. We then had to repack our things and with our 8 month old daughter got changed to suite 2138 on the other side of the resort. This room also had issues with hot water and a toilet that did not flush. We contacted management and our wedding coordinators and more technicians came to our room. In order for us to get hot water the technician said we needed to leave the faucets on so that hot water can travel to our $2, 000 suite. All of our guests, some who had suites just like ours also had issues and complaints. This made us very upset that we spent so much money to get rooms that where below standards. We then could not leave the room because the card key system was not working and they could not provide us with a card key until late at night so we did not enjoy our first day at all. There was also an issue with getting us the baby's crib to sleep in, the said they ran out of cribs and then they apologized because they realized we had one in the first suite then brought it over after midnight, way past the baby's bedtime. I have all the text messages and phone calls as proof of all this. I am a Police officer in the United States and have a lot of experience with preserving evidence.

During the next few days it was issue after issue and stress for Janina and I. On Thursday July 19th, I noticed my diamond watch was stolen from the table stand by our bed and my new Gopro hero 6 which i purchased for our vacation and wedding was also stolen and only the case it was in was left behind. I spoke to reception and then to the managers who did an investigation. I then made them aware that the door to our suite does not close properly and Mr. Rani came with me personally to verify this and with a technician who said he would fix the issue. I made it aware to Mr. Rani who said he would help me in this matter, possibly through the hotels insurance. I have video of the door and its defect, which is how whoever broke into the suite was able to get in. Mr. Rani was very very helpful even gave us certificates for the Spa while Mr. Melkis Diaz was not and kept brushing us off which was very rude even after i told him to call local authorities he still ignored my request. On my wedding day I had a meeting with Mr. Rani who like I said before was very helpful and even surprised that on my wedding day I still met up with him to deal with this invasion of privacy and theft.

Please advise what next steps I should take for this claim to be granted in the amount of $4, 500 for the Diamond watch and the Go Pro hero 6 camera that was stolen.