RIU Hotels & Resorts
Reviews and Complaints

Arrived on 17th July, first impressions not great - run down facilities, grotty and smell room and the worst customer service humanely possible. Requested to move hotel as this is not a 5 star resort by any stretch of the imagination. Wait until the next day to see if we could move hotel. Not possible to move to a separate complex or even across to a different hotel in the same complex. Wait a further day to get changed in to a different room, new room is damp, wet, patches of wet paint on the walls and ceiling. We are sleeping with towels on the bed because it is so damp. Requested to change room at 11 at night, nothing possible and no manager to talk to. We are currently waiting until the morning when there will be one. Disappointed doesn't even cut it, poor hotel, poor staff and ruined a very expensive holiday. And we still have 7 days left.

I called the hotel again after getting my flight and arrival details earlier today to provide this data for airport transfer service offered by your hotel. A normally simple process turned out to be major problem and resulted in me contacting your office for immediate results.
I and my spouse arrive on aug. 29, 2018 with united airlines flight # ua1276 at cancun airport at 4:15 pm (16:15)! Please reply and confirm that we will have transport waiting for us!
The reservation is confirmed under: hans dittert, confirmation number #rnt2psn4, for a j. Suite (as per reservation details), all inclusive!
I hope to have this information confirmed as soon as possible to avoid more unpleasantness. Reply to: [protected]@yahoo.com, thank you, hans dittert

Hi,
me, my husband, daughter and 2 friends with there son went to morrocco on the 9th july to the 17th july one week.
when arriving to riu tikida gardens we didnt have much help we was only given our key no directions or anything and also told dinner finishes in 10mins to go in now otherwise we wouldnt get any food which all hotels i have ever been to extend food for new arrives.
secondly the england game was shown on a screen at the end of the game a morrocco stayed a massive arguement and a few punches between people happened with my 1 yearold and friends 6 month old present i was not happened and didnt expect this behaver off anyone.
Thirdly the bars closed at the hotel at 12am which was acceptable but at 00:10am everyone was sitting outside in the sitting area just chatting with a few drinks and the security guards come up to us all and said get to your room now before we call the police etc this really shocked us all and didnt no what to say so we went up to bed even tho we was ready.
Fourthly at the end of the holiday we always got the passport control info sheets put though our door to complete before we leave but this didnt happen we have to ask if we need to do them and do all this on our own accord.
For the star rating of this hotel the staff and food wasnt acceptable either.
We did not enjoy this holiday at all.
look forward from hearing from you.
thank you
rebecca byrne

Dear Sir/Madam,

my husband and i booked this resort as part of our honeymoon following safari and understood we were heading to a luxury all inclusive 5 star resort. When we arrived we were told that it was not in fact all inclusive and that bar snacks and certain drinks were chargeable. We then went to the pool area only to find that not only was the area old and tired but that there were not enough loungers for all guests and the service (or lack of) was limited. The chairs in the bar area were worn to a point of fraying and the staff at times seemed so disinterested that it could take 20 minutes to get a drink, even when no one was otherwise waiting. we were told that we could not eat at the restaurants which were not the buffet unless we paid or we ate of a set menu, this is something we have not experienced in other 5 star resorts. The food in the buffet was monotonous and cold and not of a standard we are used to at all. when we complained to the manager Motasem, we said that we were shocked that the hotel was no better than a 4 star in Europe and it was three times the price, the response we received was "this is Africa, you should expect less", he then simply tried to get us to leave the hotel but to where? he seemed to be happy to help other guests who complained of similar problems and many were upgraded and treated with respect. We felt like we were a burden to this manager and he was in no way helpful to us at all. we were assured that we were going to a luxury hotel and that we would have the holiday of a lifetime, unfortunately this was not the case at all. We will be telling of of our friends, family and others how poor the device was and the fact that it is not what it purports to be. we will be posting reviews on as many sites as we can to explain how bad it was and posting photos. it is such a shame that the hotel and in particular this manager were not as good as some of the places we have been to in the past and it has left a taint on the remainder of our very expensive honeymoon.
We are so unhappy about this that we feel the need to write directly to you to let you know of our experience. Please advise as to what you would do regarding this matter.

I am the travel agent who has been trying to sort out this HUGE Customer Complaint issue with Sunwing Vacations Customer Service Department. As I am getting nowhere with them, I am going to turn to you directly. I sold Nicole and Alain Daoust and their son, Hunter Shiells to stay at your Palace Costa Rica March 9th for 1 week. They were booked with Sunwing Vacations and their booking number was: [protected]. Please find below the email that I rec'd from the clients, which I have forwarded to Sunwing with no action taken.
"From: Daoust, Nicole [mailto:nicole.[protected]@rbc.com]
Sent: Thursday, March 15, 2018 12:06 PM
To: Annette Hines
Cc: Daoust, Alain; Daoust, Nicole
Subject: RE: Costa Rica Incident
To whom it may concern:
During my families visit to the RIU palace in Costa Rica, we encountered the un imaginable. There was an attempt at bodily harm.
Two large Alpina bottles of water were opened ( sealed )by us from the mini bar fridge in our room and put on our night stands to use in the middle of the night. Nicole's bottle was opened on Monday, March 5th and Al's was opened in the evening of Tuesday March 6th. In the evening of Tuesday March 6th, Nicole started feeling Ill. On Wednesday March 7th she experienced stomach cramps along with constant purging. We chalked it up to something she ate however she had not eaten yet and it was 11am . On Thursday March 8th, our son, Hunter Shiells, accidentally dropped his bottle of cola on the cement patio. Wanting to clean up his mess, he decided to use Nicole's already opened bottle of Alpina water on her side table. He opened the cap and poor out the contents onto the cement patio. This is when he noticed the white residue and pink substance as seen in attached pictures. Concerned, he then continued to poor our the contents of Al's bottle of water and out came the same substance.
In a panic, we gathered up all the materials and headed down to the front desk to bring the matter up with the sites director. We did not feel any carrying or compassion from the employees of this resort. In fact they had no concern and said that a manager would have to talk to us and to come back to the front desk in 2 hours. We hung out in the lobby and no manager ever came nor contacted us via phone or coming to our room. Although we got lucky and may not have ingested this substance, this could have been a very serious situation, resulting in severe bodily harm and even death.
I would like this concern brought straight up to head office of RIU Palace and a full investigation into this matter. It is plausible that other guests have encountered the same incidence and feel that immediate attention should surround this issue.
My families next steps:
1. Get substance analysed for chemical composition.
2. Take incident to social media, warning other travellers of the dangers.
3. NEVER visit a RIU palace again.
Please contact either one of us (both email address cc'd) at your earliest convenience.
Alain Daoust & Nicole Daoust

My friend and I just got home from our 5 night stay. We arrived Saturday 7/7 and came home today 7/12/18. Our vacation started off wonderful, the resort, beautiful.. everything seemed perfect. Until, Monday morning we got ready for the pool went to get some tip money out of the safe (that they suggest you use when you check in). I opened the safe to find our $650 USD gone! The only thing left was $1s and our passports. We were completely devastated. We immediately went down to tell management to our surprise did not care AT ALL. It was blatantly an employee who took our money out of a secured safe! A man with a name tag that read "A. Atkinson" sat down and stared at us like he didn't have the time of day. He really could care less about this situation, like this was second nature. We wouldn't accept no for an answer and demanded something be done, he said he'd have to check the room. Said he had to check the room for "clues" CLUES could you imagine? We learned there are no cameras in the hallways of the buildings so basically you're on your own. So he was clueless had nothing to tell us, so we wanted a manager. Here comes ANN MARIE GRIZZLE. She's the assistant security manager who should be fired. She sat down and stared at us didn't want to hear anything we had to say, gave us dirty looks. We expressed we have no money left, not even enough to check our bags.. they said there's nothing they can do they're not responsible even though their brochure states they are ONLY responsible for belongings taken from the SAFE! Which they were. She told us the only thing we could do was call the cops. Said the cops wouldn't come there and that we'd have to go there.. mind you this is going into 4 hours of the runaround by security and management — now we have to take more time to go to the police station. When we arrived there ANN MARIE GRIZZLE basically defeated the purpose of filing a report and said "their housekeepers don't work past 6pm and no workers are in their building after that. NOT TO MENTION we spoke to numerous guests and our own personal experience have seen first hand housekeepers and "security guards" roaming the halls all night long. So going to the police was pointless bc Grizzle wanted to make it a one man show. There's so much more to this — then we're stuck at the resort another 4 days, no money, no compensation, no apology. Basically treating us like criminals. Ann Marie Grizzle decides to walk by us with dirty looks the rest of our stay. When we asked how the investigation was going she said "why are you telling people money was stolen from your safe" we replied bc it's true — she said "management doesn't appreciate that" and we said we don't appreciate being robbed after working and saving to come here .. guess what she says? "We can force you out of the hotel". A guilty mind will always play defense and that was them from the start! Keep your valuables on you if you don't listen to this review and stay here.. don't stay in room 4142 the last room in the hall way, they don't care about you they just want your money. Ann Marie Grizzle and Atkinson should be fired! They're definitely all getting a cut from their guests expense! It's sad when two women who were complete strangers, offered money to check our bags and the hotel couldn't do that. We spent so much money to travel there, to not even get as much as a one night refund for wasting so much time dealing with our OWN money stolen from YOUR safe!

Id number riu [protected] used riu for 9 yrs travelled to [censored] catribean hotels by riu had same card riu class for 9 yrs some hotels in dominican republic never put points on my card especially punta cana as well of peurto plata hotel merengue twice if my points not added i will cancel my upcoming hols at cape verde and riu palace costa rica 31 12 2018 loyalty should be a two way street help please asap as if no update i will have no option but to go to tui store and cancell these holidays and next year hope to hear from you but every time ive asked you do not even respond

To whom it may concern,

I have been trying to get in contact with a coorprate manager for all the RIU properties to file this complaint, but was informed by a RIU customer service representative that you do not have a headquarters. I am a loyal customer with RIU anytime I travel anywhere I try and stay in a RIU property; however, my last stay with a RIU property was the absolute WORST. After my experience with the RIU in Panama City I do not think I will ever stay in another RIU property again!

My friends and I went on a vacation to the RIU resort in Panama City May 2018 and it was an awful, horrible experience. The customer service was horrible, staff was extremely rude to us and never acknowledged us our entire five days. We did not have any water to take showers one morning. I was in the shower with soap on my body and the water went out for 30 minutes. The next morning I had to take a cold shower and the water pressure was very low! We were denied water by staff on the property which is absolutely crazy because we paid for an all inclusive resort and could not even get water. Our mini bar was never restocked the entire time we were on the trip, we were only given two bottle waters, two towels and two wash cloths and it was four women in the room. We reserved a suite thinking it would accommodate us and it did not. We tried to attend the specialty restaurants and we were turned away eventhough the restaurant was still open and could accommodate us. We spoke to the manager on the property who wasn't much help because our only vacation for the year was already ruined! I am very disappointed with RIU and the customer service my friends and I have received.

JeNae

I am writing to complain regarding the pool and reception staff. On the 7th June 2018 I Was in the pool where I sliced my lef on the edge of the pool. I went to reception to complain and woman on reception provided me with three plasters. Baring in mind the cut on my leg was quite deep. I am not happy with the way the matter was dealt with. The manager who was dealing with the matter was very poor in trying to help. I am now left with a huge scar on my leg because of the state of the pool.

My family stayed at Riu Palace Mexico and we enjoyed the quality of the resort.
We forgot a charging station plugged into an electrical outlet in the suite.
The item was found and we asked Customer service to mail it to us in Canada by regular mail. We offered to call the hotel and pay for the mailing by credit card.
Riu Palace Mexico absolutely refused to help.

It seems that they think that their relationship with a guest ends when the Guest checks out of the resort.
It is shameful that they will refuse to help a guest.
Very disappointed

Kelly / 20 May 2018/ Tui Holidays / Ref: 5462596/Riu Nautilus / Torremolinos
Good afternoon,
I had an accident at the above hotel on the 25 th of may before flying home. I was walking from the pool area to the reception, and someone had pulled there sunbed out into the walkway, as I turned to go up the steps, I ripped my leg open on the sunbed. The manager, the pool guard and medic, and various customers around the pool assisted me, and the manager called an ambulance. I was transported to the universal hospital, whereby 2 doctors spent an hour and a half stitching my leg, and I was given 20 stitches, a tetanus, and a course of antibiotics. I flew home on the sunday morning 27 may and had full airport assist with ambu lift included organised by the tui rep. I am currently still undergoing treatment, and on another course of antibiotics with a loss of 3 weeks work at the present. As far as the hotel goes, it is one of the best riu I have had the pleasure of staying in, and I have stayed in a few, the staff, including the manager, were amazing and the food, you could not fault.
The sunbeds have apparently just been renewed from the plastic ones, and are not user friendly, as advised by various customers. The corners are very sharp. The one thing I would not like is for anyone else to suffer as I did, and still am.
I would be grateful for some form of recompense, for my wages loss, and for the scar. that I have been advised I will be left with. I will attach the photographic evidence and also have many witnesses to the accident. Please advise by return.

Kind regards.

Mrs Sandra B Kelly

We are currently on holiday at the Riu Macao, yesterday it was one of our party's birthday so we all went to the Italian restaurant for dinner. After dinner we walked to the Riu Bambu for a drink as advertised we knew we were allowed to have a drink in this hotel.
As soon as we arrived the barman serving seemed to be unhappy, we waited for our turn to be served and then we were ignored, other customers that arrived after us were now being served, there was an elder gentleman who I believe was a manager who spoke to the barman and they seemed to have a disagreement and still he would not serve us,
Eventually a bar lady arrived the manager spoke to her and she served us, but while we were being served the barman seemed very upset that we were drinking at the bambu, the last drink we asked for was a glass of champagne for birthday girl, he said "we do not have champagne, if you want champagne go back to the Macao" waving us away.
Our parties average age is 60 and it was a disgusting way to be treated.
We asked the manager the bar mans name he said Alfredo.
We will not be returning

Good Afternoon

I booked this holiday as returning Riu customers following the sudden loss of my mother in law. This holiday was our way of getting away and an opportunity for us to relax and deal with our grief.

We were contacted by Tui with less than 2 weeks notice to notify us that you would be building a barbeque kiosk but no disruptions to guests.

I understand the scale and size of Riu Hotels and so contacted them the next day to be advised that there would be disruption and noise and we would have to move hotels.

I had to discuss this with my husband and could not do so until following day due to working diffrent shifts. 

As we were both working right up to our departure date it was left to me to choose another Hotel. 

I tried to change my holiday dates with my employers but this was not possible so I was now limited to choice. 

Alternative hotels offered were not suitable as we expect a standard of Hotel with good facilities in a lovely area with lots around us.

I was then informed by Tui I would have to wait for a refund which resulted in us having to pay out £1900 for another holiday.

We could not get a holiday in Melonaras so chose Playa December Ingles.

The holiday was not what we wanted. The area was not what we wanted, the hotel was not what we wanted.Everything was very rushed and we settled for a holiday that neither of us enjoyed. 

On the coach back to the airport we passed through the beautiful Melonaras and saw your Hotel we should have being staying at.

We have been on a few Riu Holidays and love them so much we recommend to family and friends.

My daughter and her partner and 4 friends are booked to stay in your Hotel in Dominican Republic for 2 weeks in July.

I'm sure you will understand this whole situation has been stressful, time consuming, addition cost to us and very disappointing. 

I want to continue enjoying your beautiful Hotels and so want to give you the opportunity to comment and compensate us for this. 

Kind Regards

Mrs Maureen Finan

Sent from my Samsung Galaxy smartphone.

Just returned from above hotel in Dominion Republic - not happy with level of service received -
Colonial Restaurant staff slow to clear tables, provide drinks, clear tables selective who they served
Cashier at reception Ana - rude surprised English sterling would not be changed into American Dollars only Dom Pescoes
Bar staff in lounge - selective who they served, messed about with the Canadians, females made believe they did not understand what you were asking for
No umberella's available in room to use when rain started in evening
Pool staff near 4000 block did not close pool or take action when broken glass found in swimming pool even though english ladies gave glass to bar staff, pool attendent informed and just strugged his shoulders
Colonial Restaurant food very good however on occasions food was cold, cups were cracked and no milk jugs and cutlery available
Beach - many broken sun loungers on beach together with sea weed which needed clearing to encourage more people to use beach - in Cuba a tractor clears this every morning?
Large groups of Canadians taking over the quiet pool carrying out drinking games in pool, shouting and being a nuisance - we were in room 4017 and we could hear them in our room with patio door shut, families with children left the pool area on a daily basis when they arrived as they took the pool over
Drunken behaviour of young male in room 4016 - room trashed he smashed room up smashed patio door and items in room, threw chair out of room into grassed area beyond patio area - i called security and no urgency shown
I joined RIU Class as i thought there would be standards at a well known group hotel we were disappointed having second thoughts about booking a RIU hotel again - it takes me over a year to save for annual holiday and do not feel we should have attended sister hotels to avoid these complaints.

Dear Sir or Madam,

Please can I raise a complaint against your New York hotels customer service.

I have a soya food allergy where I can not eat anything that is cooked with or made with soya or I will be extremely unwell. I booked your hotel due to it having breakfast included and expected for the standard and price of your hotel to have a reasonable selection of food suitable for my dietary requirement.

This morning is the first breakfast on a three night stay and after asking one of your catering team if they had allergy menu (which they don't) I then had to wait a extended period of time while he went to the kitchen. 20+ mins later I was politely advised I can only eat fruit and hard boiled eggs. Due to all bread products having soya and all cooked items having soya oil. There was nothing else the catering staff could offer and I was by now feeling embarrassed due to standing in the food area with both staff and fellow guests looking at me and by the end of breakfast my wife was in tears. Less than the pleasant dinning experience I was expecting from a hotel of your companies reputation.

Due to this disappointment post breakfast (though I virtually ate nothing) I attended the front desk asking for the value of the breakfast for the next two days to be refunded to allow me to go to a different hotel or restaurant that has a more customer friendly allergy menu. The staff member was unable to help with this request and spoke with her manger a Mr Diego Alonso and came back stating a refund on breakfast is not possible and there was no other options. Though she was sorry I was unable to eat your food without becoming ill. Disappointed with this response I asked to speak with the manager to see if there was another solution, hoping there might be arrangement with a local restaurant or linked hotel chain.. etc. Mr Alonso although visible declined to come and speak to me in person, although politely phrased by the staff member; I was told there was nothing your hotel chain can or would do.

Although I am a first time guest at your chain I wished to bring this very disappointing experience on poor customer service and non allergy supportive food choices to you attention and give you the opportunity to improve what will currently be a less than positive experience at you hotel.

I look forward to your reply.

Yours faithfully
Gareth Norton

Guest at Rui hotel New York, room 1214

Hello,

My name is Christine Smithers, I recently visited the RIU Jalisco from may 23-30, room 4211 under David pollard.

Ok where do I start, on day 3 of our stay I noticed that almost all of my sons clothers were missing (size 18mos-2T) from a suitcase that he shares with his sister.
I immediately called front desk and filed a report in which they said they get back to me, nothing back. I proceeded to customer service same thing, filed another report, I was asssure it's impossible for this to happen. they blamed my friends and then after the report Security then checked my things to make sure I wasn't lying. How nice. They check room scanner etc.
I showed pictures of the missing clothes because my son had worn two of the missing outfits. To get to these clothes as I mentioned, the person had to dig through my kid(S) suitcase. So when public relations called me down on day 5; with bad news, we discussed the days and how impossible it was. Well None of the times on the key cards matched up cause we were on all day exscursions and proved that but there were more then 10 entries. The maid didn't come at the time listed cause we were there, nothing added up. Then they proceed to tell me oh there was a noted accident with a suit case when a hotel staff placed the crib in my room. Well the staff didn't place anything in my room, they handed me the crib in the hallway where I have 5 witnesses, she did not enter my room at all. So at that point I was tired of all the excuses. I ask other staff if this happens regularly, they said we get some reports yes, I took to tripadvisor low and behold; it happens very often* and by staff. I Went out an Baugh my son some new clothes, it does not cover the cost of what was stolen. I'm actually super disapointed and fairly humiliating, my baby's stuff was stolen and I was called a liar. I've been a loyal RIU visitor, Jamaica, cabo, PV and cancun as have my many friends I can honestly say after that experience I don't see my self visiting again if something is not handled. That is not in anyway CustomerCare.

My name is Rhonda Simmons and I stayed at RIU Attillas Aruba from 524 to 5/29/2018 for the Kemp wedding vacation. On Sunday 5/27 I was at the main pool area, exiting the pool with my husband when an umbrella escaped from its holder and directly hit me in the back of my right scapula. It caused severe pain and swelling, that caused me to physically limit my vacation activity.
I am still in pain and would like to file a claim for damages.

My boyfriend and I, have been looking forward to coming to this hotel for a long time. We were amazed by the photos we saw online and finally were able to afford and make the commitment to synchronize our schedules to go. We booked with Sunwing Vacations( worst airline and paid extra to get Elite plus seats which was a real JOKE, my boyfriend wasn't even fitting in the seat). Quickly did we find out we were about to have the worst vacation of our lives. I, who have vacationed to Punta Cana in the Dominican Republic at least 40 times within these past 10 years(mostly stayed at the Bahia Principe, which in my opinion is the best resort in terms of quality/price)and have never had any issues. In fact, all my times spent in Dominican Republic at other hotels have been so great that I keep coming back two to three times a year. What I experienced at that RIU was so disgusting and humiliating that I decided to inform you all about this nightmare in detail. Let me start by saying me and my Boyfriend both look like we may not speak Spanish, but my boyfriend is Dominican and fluent and I speak Spanish very well and use it for work on a daily basis. We arrive to the hotel and were told check-in is at 3 and to head over to the bar for a drink till then. We do just that, and are greeted by what we thought were the two most rude bartenders. They would serve drinks as if you were bothering them, speaking rudely about clients in Spanish, and god forbid you don't tip; sorry most of us don't swim with money in our pockets. When you ask the bartender for Barcelo Imperial( the better Rhum) they would constantly serve you Barcelo Anejo and hide certain bottles. It was so bad this one time, I told the gentlemen I only drink imperial if not I get sick and he went to the kitchen where I can see through the glass window, poured my drink and came back out without the bottle but only with my glass. If you're going to take the bottles or pour it in something at least wait till the bar is closed. By the way all internationals drinks are supposed to be included at all times everywhere and not hidden.We were scared to ask for drinks at the bar the whole trip because we felt so uncomfortable and didn't want to bother the bartender for our request of a drink. They were especially rude to me and pretended I wasn't even there so I always sent my boyfriend to get drinks. But what can be worse than rude bartenders? Rude waiters and waitress; who ignore my presence at the table and gossip about who knows what by the wall instead. Certain waitresses would only bring drinks to my boyfriend and wouldn't ask me if I wanted to drink something.It was extremely uncomfortable and awkward. We had to change spots and not go see a certain waitress table anymore. What can be worse than rude waiters and waitresses? You guessed it, chiefs who cook unsanitary food in a place where you don't have many options other than a buffet. On our third day me and my boyfriend were unlucky enough to catch food poisoning. We both had only chicken fajitas that night and knew it had to be the chicken that was served at the buffet. We immediately got sick and had to go back to the room. We also ran into two other couples the next day who said they had food poising and both couples said they had the fajitas. While I'm on what feels like my death bed, my boyfriend calls the lobby and says may I please have 4 or 5 bottles of water brought to our room me and my girlfriend are very sick. They tell my boyfriend yes right away. An hour passes, no water! We are in a hotel/country that has signs that say don't drink water from the sink! So my boyfriend calls again; 30 min later finally! ONE bottle of water arrives. Is this a joke, we paid a lot of money that we worked hard for to come to a place that a bottle of water in time of emergency needs to be conserved to help keep the bottom line of the company in check. You have to be kidding me, I was embarrassed for the RIU brand at this point. Sick and tired of these days here (literally) I head over to the lobbies front desk to speak to the director. I tell the receptionist I'd like to speak to the director or someone who can fix the issues I'm having with the hotel. He says wait, I waited 10 maybe 15 minutes, already getting flustered I ask someone else they said "yes ill go get somebody." The gentlemen I asked before never went to look for someone who I can speak to. As I'm waiting patiently I see the director, I quickly run over to his door and start telling him my problem, he say see the receptionist and slams the door in my face. Never have I felt so disrespected, it was disgusting his behavior, more disgusting than the food I had to eat every day. Honestly now I see why the staff is the way it is. While waiting, this couple from Russia overhears me and tells us that her and her husband both got sick from seafood at the buffet a couple nights ago as well. 10 minutes later the receptionist and the sub director invite me to his office. Tell him about all the issues; the SUB DIRECTOR ask me so what do I want! Excuse me. I just finished telling you about your staff, your food being unhygienic, me almost dying across your table and all you say is what do I want? Seriously, almost thought I was in another world. I'm not here looking for free things, im here looking for the experience I paid for and worked months for. After all was said and done nothing changed and the sub director sent me and my boyfriend two electrolytes later that day(a few hours later). Thankfully we received the electrolytes because we couldn't even receive our beer and water for our fridge until one day we decided to write a note and leave it on the bed. I couldn't help but think this was a prank show because how bad everything was. On our last night of this vacation we received a call at 7:45 pm in our room( Yes, he waited 4 days and called at almost 8oclock to ask me if I wanted to eat somewhere else, chances are I won't be in my room at that time). It was the sub director after have spoken to us three days ago wanted to invite us to a dinner at Krystal the restaurant in the hotel next door(Riu Macao). Me and my boyfriend both said this is our last night maybe we can forget about all the terrible, terrible service we experienced on our last night with a nice dinner; we were already dressed to go eat at the food horror show called the buffet and fill ourselves up with bread and rice. We respond to the kind gesture with a "yes, when should we come", we are told right away there is a taxi waiting for you. We arrive they say it should be five minutes, we sit down and wait. FORTY FIVE minutes pass by, at this point we head back to the receptionist and give back the card for the reservation. He refuses to take it and says look the taxi just arrived. We look at each other and say ok let's do it I'm starving can't wait another minute. We arrive to the hotel and are greeted by the receptionist in Riu Macao and tell him the situation in English. He calls gentlemen on the phone and speaking Spanish and says "well the sub director invited a different couple earlier already should I send them somewhere else." He then gives horrible directions in a big resort we have never been to at nine o'clock at night. After asking 3 different people on the way we find the beautiful looking restaurant. We get greeted by a rude waitress who says why are you here this is for the members of this hotel only. We keep showing her the card and explaining the situation and she still didn't seem to grasp the situation and turns her back. Finally another gentleman comes and says alright yes it's ok to stay just one moment. He then goes to the kitchen and in Spanish starts telling everybody the situation with such a horrible attitude. He returns and tells me and my boyfriend that they are packed and have no reservation for us. He also had the nerve to tell us, " What's wrong with the buffet why don't you go eat there. " He also gives us a buzzer and says I can't promise anything but we might call you in 20-30mins. The restaurant was EMPTY! Maybe 3 tables were used. We felt so disrespected at that point that we left. We passed by the reception of the Riu Macao to tell their director about the situation that just happened at the restaurant and the gentleman at the reception clapped his fingers at me and yelled at e calling me LADY...When I expressed my disappointed he laughed and turned his back whispering something in Spanish to his colleague. The anger and heartbreak that came across my body is unbelievable. Now after being kicked out of the restaurant that the sub director invited us out to on our last night in punta cana on empty stomachs, we ended up walking back to our hotel and going to the buffet. Everybody got wind of our horrible situation especially after I saw the sub director again at almost 10 o'clock and told him thanks for ruining my vacation, time, money, and energy. He did not say a word. Ironically enough it was Survey time at the buffet. A boss in the buffet while we were getting food (carbs) told my boyfriend that hey there's some good employees there's some bad employees what can you do... What do you mean what can you do? There's many things you can do. We felt like he was aware of the situation. That's not even the best part, while eating a waiter comes over to us and tries to convince us not to put a bad report. How unprofessional, how do you know what we are writing down, apparently you know why we wouldn't be happy. If your coworkers and other staff weren't so rude you wouldn't be at my table on my last night begging for us to change our review. He kept on telling us that if we don't put a good review it affects his job and that its not cool. You would think it wouldn't get worse but on our last day it did. We had to be ready to leave at 8 am for the bus to pick us up to take us to the airport. We decide to wake up early so we can be at the buffet to eat bagels before our long trip. So around 6:30 we call for a bell boy, they tell us he's on his way right away. We see it's already 7 and the breakfast is already being served. We call back asking politely "where's the bell boy we called 30 minutes ago", he tells us the bell boys don't get in till 7 granted it was already 7 o'clock, but alright, he then tells us to leave it there and someone will come get it later. After the dreadful service we have been experiencing we took no chances and carried all our bags from the furthest room of the resort to the lobby, making it back for breakfast with 10 minutes left. I will tell everybody including my thousands of followers on social media about how bad of an experience I had and where I don't plan on staying on my 3 times a year trip to Dominican Republic.

After this nightmare vacation, I would hope we would deserve some special compensation from Riu or Sunwing. I just got home 3 days ago and I am still feeling sick and had to call sick at work today! Ive travelled the world and I can say its the first time Ive had such a horrible overall experience and I will never EVER return to a RIU and I will tell everybody how disgusting my experience was.

We recently visited CLUBHOTEL RIU TIKIDA PALMERAIE for a week's holiday towards the end of the holiday I became I'll with a horrendously sore stomach followed by diarrhoea and the constant urge to be sick.
I had to travel home feeling awful, It's also taken over a week to start feeling better.
I did not expect to pay 1k to come on holiday with tui to this 4* plus platinum hotel and leave with food poisoning, it actually spoilt the last few days of our holiday.

Look forward to hearing your response
Many thanks
Rhian

I arrived at Montego Bay on May 5th, 2018. When I checked in at 3:00 on that day, I walked up the stairs to the floor I was assigned to and there was a room door open with filty, moldy mattresses that were piled up. When I entered my room I notice that the middle of the mattress was caved in. I pulled off the sheets to find that the box spring and mattress were both dirty, moldy and has urine stains all over them. They looked like they were pulled out of the dumpster. I returned to the desk to complain, and received another key to a different room in a different building, and found the same problem with the mattresses and boxspring. This occurred a total of three times, in addition, one of the rooms has a rusted moldy ceiling from a leak that was not repaired or painted. The assistant manager never apologized for my inconvenience or unfortunately my frustration. He had me write down the entire incident and handed me another key to another room, which was bayfront (the same exact room). This room had 2 full size beds pushed together, the mattress was caved in, and worn but it was not AS dirty or moldy as the other rooms.in addition, the closet doors feel off the track, and the soap dish fell off the wall. The sheer curtain to the patio was so dirty I had to push it open with a selfie stick. My hands were tied to move to another hotel since I had no phone service, it was 6:30 pm (dark out), and I was in Jamaica, which is not a place you want to go walking around looking for another hotel. I have stayed at many RIU's, and was shocked at how dirty all of the mattresses were, they were not just dirty but full of mold. The elevator was all chipped and dirty. The cups they serve the guest in during the daytime are yellowed plastic cups that smell horrible.in addition, the liquor at the bar was watered down, everything but the rum. I can not believe how your customer service desk did not care and never apologized. I would appreciate some kind of compensation for my horrible vacation. My husband and I tried to make the best of a bad situation. I am reluctant to ever stay at another RIU again.