RIU Hotels & Resorts
Reviews and Complaints

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.

We were a party of 16 persons arriving at different days.some from Canada, others from Florida. My group of 4 came from NC. Our dele make with the hotel started before we even got to the hotel.
1-My husband upon making the reservations months in advance made an error for the departure day when he told them THURSDAY the 25th. When he realized that 25th was actually the Wednesdays 2 hrs after making it. He called back to be told nothing can be done. When he gets to the hotel to fix it there.
2- The fights we were scheduled to arrive on got changed a t last minute. We called a day ahead to explain so we could get to the hotel with the free transportation. They saI'd you were booked at a certain time so call this number when you get there. We did and for 3 hours no answer. So we paid for a cab to the hotel. The hotel said no reimbursement bc they have nothing to do with that.
3- We booked for the Jacuzzi Suite and needed a folded bed for our kids. It never came so we had to all sleep together on one bed. Very uncomfortable.
4- The next day we changed rooms to 4025. Need to be out of the room at 11 a we would get the room at 3pm. It was not ready on time either. Finally after 4hrs it was ready but a very nice room and excited to start our vacation. Only thing was the out side Jacuzzi did not work. We called several times to the front desk who just brushed us of not ever putting it in the system. After 2 days we when to the front desk and was very calmly explaining that we paid for amenities we have not been able to use we were passed to Jorge for Public Services. Who soon said we should takeep a seat for the manager he is not talking to us anymore bc he does not want to make a mistake. I told him so we should just sit here indefinitely. I had to tell him that's not how that works he should at least take our room # and cell numbers . He finally did. We foundo Sarah the manager around the property and made our complain. She at the least listened.
I would like to see a reimbursement for the 2 nights without the use of the Jacuzzi, for the money spent on taxi to get to the hotel and for the worst customers service ever experienced.
We will give the company until the next business day before writing a review as a Travel Agent. Also you have a Commercial Pilot with a far reach.
Patrick Laing/July 21st-25th/R4025

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.