RIU Hotels & Resorts
Reviews and Complaints

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.

Had the displeasure off speaking to the Ackee restaurant manager, Alton Salmon, to offer a compliment about one of his staff. I was met with such obfuscation akin to person disconnected with life. I worry had I wanted to make a compliant what the response would have been. I should add I had no reason 5 days into my stay to offer previously compliment or compliant. So would not to detract from the excellent job the other staff in front of house, housekeepingand and entertainment are doing.

Staying at Riu Antillas Aruba since May 17th. Room 1511 I complained soon after check-in about the moldy smell as soon as you exit the elevator and the concentrated moldy smell in the room. Complained that the floor was warped from apparent water damage. Complained everyday to the front desk and they said the manager is aware unfortunately we are booked entirely. We will get back with you on a resolution or accommodation. Not yet has anyone from management here called or otherwise contacted me to discuss my complaints.

Hotel
RIU REPUBLICA, Punta Cana, Dominican Republic.
12 - 19 May 2018

The RIU REPUBLICA is advertised as an exclusive 5 star, all-inclusive adults only resort on the Sunwing website. The resort advertises the casino at their sister resort RIU Palace Macao (also advertised on the Sunwing website). The casino is listed on the RIU website and on all the resort pamphlets and offers coupons for the casino. A free bus runs from RIU REPUBLICA to RIU Palace Macao each evening and hotel staff advertise this in the lobby and personnel from the hotel are actively trying to solicit customers to go to the casino (please see pictures attached).

On Tuesday 15 May 2018 we entered the RIU Palace Macao Casino via bus from RIU REPUBLICA a young woman greeted us at the door and said that they had a "new" game in the casino and gave us each a "free" $20 chip to play the game. We told her we wanted to look around but she was insistent that we go with her. The dealer explained that the game was easy and if we began to play he would show us how to play. The dealer looked very menacing with cauliflower ears of MMA fighters and all the staff at the casino were looking at us and signaling to each other using hand gestures and whistles - we felt very unsafe. I played the game by throwing a cup full of seven red balls into a wooden wheel similar to roulette. As the balls dropped in to the various numbered holes the dealer would spin the wheel towards himself so that he could quickly count the total. The dealer quickly counts the numbers not giving you chance to count along, in the beginning of the game I was winning a large amount of the time according to the dealer. This is a key part of the scam.

The goal of the game is to accumulate 100 points to win the jackpot. I quickly accumulated 99 points. Now that I was only 1 point away, the only number totals I got were the ones that doubled the amount of the next bet and jackpot. At the last spin the jackpot had accumulated to $US408, 000 and each spin would cost $US10, 240. We had only gone to the casino with the intention of gambling a few hundred dollars so when our money ran out I was relieved as we would now be able to leave. However, they forced us to take a cash advance on our credit cards and started a tab; fearing for our safety we called our banks and cleared the amount, as there was no way we would be able to leave with our safety intact, especially as they knew our room number. The dealer then goes on to say that when we win the jackpot the bets would be subtracted from the winnings and not your card. The dealer sensed that we were feeling very uneasy about this and went on to that he has spoken to the house and as a courtesy they had agreed to roll back the jackpot to the last spin (jackpot $US 204, 000 / price per bet $US5, 120).

We ended up paying approximately $USD 17, 397 just to leave in one piece. We were then told we should come back the next day to continue playing the game as the casino closed just after midnight and we could not continue to play. He wrote down our numbers wrong which I corrected him on, he was lying all throughout the game.

Once we were safely away from the gangster ridden casino, I called the bank to tell them to dispute the charges, they said the payment would have to go through and then they would file a dispute form. I feared for our safety so had ask the bank to authorize the transactions in order to leave the establishment.

I went online and discovered how many people had experienced the same scam. I tried to contact the hotel manager of both the RIU REPULICA (I was told on several occasions that the manager who dealt with the casino complaints (Victor Castillo) was not on the premises - not one member of staff seemed surprised about I told then regarding the casino) and RIU Palace Macao by phone, but wasn't able to get through to management. We did not go back to the casino direct as they had all our personal information and room number etc. We were in an extremely vulnerable situation and I was worried about the repercussions of a direct confrontation especially as we didn't speak the language and we would be out numbered. If this was in Canada I would have called the police as this is not a legitimate gambling game/practice.

Respectable hoteliers should not allow this potentially dangerous and illegal conduct to take place in their establishments. This is a notorious scandal which has been going on for years. A reputable organization would not allow this to happen over and over.

Hi
I arrived at riu ocho Rios on Thursday 17th May to discover the hotel and all its grounds was non smoking. As a smoker this is an issue which would have stopped me booking to begin with. This is our 8th Riu holiday and I have never had this problem before, I thought this was a Jamaica thing till I discovered that no it wasn't. I don't smoke in my room, never have but I expect to be able to smoke on my balcony and any open area eg by the pool. My options here is by a bin out front of the hotel or on the beach at the back. The problem is that the beach is crawling with drug dealers in the evening, I have been offered drugs 6 times now on the beach in the evening and it's only Sunday, I'm a grandmother of 10, I don't want drugs, don't do drugs and all the info by the hotel stating there's plain clothes officers to stop this is quite frankly a joke, there's at least 6 people on the beach at any given time flashing lights / lighters as soon as I step onto the beach, approaching me to buy drugs, even a TUI trip to Taj Mahal shopping center had a worker at the purple bee offering me the ‘good smoke'
If RIU policy is now a no smoking hotel I will book with someone else, this is disgusting. I have travelled all over the world with TUI and RIU, staying in Dominican Republic, Morroco, Majorca, Tunisia and several more and never have I been sent to a bin in the car park or a beach full of drug dealers to have a legal smoke.
My husband and I and my parents have paid the best part of £6000 for this holiday and the way a ‘legal' smoker is treated is quite frankly disgusting. If this is now a RIu policy I will not be booking with you any more.
I complained to reception who said they would send security to the beach but I do not believe the hotel is so dense they don't believe they are there.
I have 10 days left of this holiday and if this was my first Riu holiday it would certainly be my last.

Please Email me at [protected]@hotmail.com with your response soon before I lodge a formal complaint with TUI and more importantly with every social media site I can find to let them know that anyone wanting to use legal drugs (tobacco ) are treated like dirt by RIU but illegal drugs seem to be ok.

I am rightly furious

Mrs Jennifer Bakermault

To Whom it May Concern:

We just visited your resort from May 1 - May 8. We stayed in room 4057. We celebrated our 10 year anniversary with a vow renewal on the beach on May 3. (Stephanie was great and extremely punctual.)

I normally do not send complaint emails but there were a few things that happened that I feel were extremely disturbing.

1. There was a guest at the pool that MANY people were complaining about. He was going through peoples pool bags, which was told to several of the staff and nothing was done. Then he started pushing children (including ours) off their pool floats. Again, we reported it and nothing was done. He then started pulling towels off guests. Eventually one of the pool staff finally asked him to stop but that was the extent of it and he still didn't leave. His friends finally got him to leave the pool. All of this lasted about 2 full hours.

2. On May 7 around 21:30 my son knelt down on a piece of glass in the sports bar. He had blood from his knee to his ankle, lots of it. I ran to the front desk to get a first aid kit and ask for a nurse or medic. I was told I would have to pay for anyone to see him. I kept asking for a first aid kit to at least stop the bleeding. They kept telling me the pool staff was gone for the day and they couldn't help me. At this point my son was literally on the front desk bleeding everywhere. They didn't offer me even a towel or napkin to stop the blood flow. My husband ran to a gift shop and got a couple of things there that cost $35. At this point (it was probably 30 mins after my initial visit to the front desk) a manager came with iodine, gauze and bandaids. If I was offered this to begin with, I might not be writing you this email. It honestly is ridiculous that there were no first aid kids of any sort. An incident report was supposedly made on this issue but I wasn't allowed to have a copy of it. My son can't be the only person to have gotten hurt at your resort, there needs to be some type of procedure for these issues. We went straight to a doctor upon arriving home where his knee was cleaned and glued shut. He is also on antibiotics for possible infection.

We did have a couple more minor issues but again I normally wouldn't complain about them, so I'll let those things go.

I truly hope you stock first aid kits around your resort (one behind each bar, front desk, pool etc.) so when another person gets injured, they will feel comforted that RIU cares about their guests. First aid kits aren't expensive and are extremely necessary.

Sincerely,

Jessica Hubert

[protected]@gmail.com

[protected]

I had submitted a complaint back in June 2014 and apparently was issued a Voucher. I have not received the Voucher and Submitted a complaint to receive the voucher that was issued and a Representative by the name of Francesca Pinder sent an email that the matter was closed in 2015. I was unaware that this matter was closed and I have not received the voucher that was issued. All information is attached,

My name is Maria Cugliari and my husband's name is Michael Lotfy. We have stayed at the RIU Palace Tropical Bay on June 18th -25th, 2014. This is our 3rd RIU Resort that we have stayed at and I must say that the RIU Palace Tropical Bay was the worst! Normally when a customer is dissatisfied, you make it a point to accommodate them but in this case, no one cared!

I firmly believe you need to re-train your employees on Customer Service! They apparently need to be re-educated. Obviously they lack education! This is not the way you treat your customers. Horrible service!

We booked for our wedding which took place on the 21st of June, 2014. We had a total of 25 guests that booked at your Resort for our Wedding. I am writing to let you know that we are very disappointed with our stay at the RIU Palace Tropical Bay.

First: Check-In (June 18th, 2014)

I was guaranteed that all my guests, which were our families and friends, would be staying at the same building so that we could all be together. The rooms were all over the place! When we tried to discuss this with the representative it seemed that she was not very interested and would not even attempt to help. Such a disappointment! We were all tired from the flight and did not want to argue.

Second: Renova Spa Manicure/Pedicure (June 20th, 2014) - Hair & Make-up (June 21st, 2014)

The manicures and pedicures are a complete rip-off. The nail polish kept on peeling. It was not worth the amount of money spent!

My Mother (Mafalda Iuliano) had done her hair and make-up on the 21st of June. I must tell you that she was very dissatisfied with the hairstyle. She ended up fixing it herself and the hairstylist did not even attempt to help her and she ended up taking the tip even though she did nothing. I paid $240.00 for the entire service but I feel that it was a rip-off due to the attitude from the hairstylist. HORRIBLE!

Third: Wedding Dinner Reception - Steakhouse (June 21st, 2014) 6:30pm

The Steakhouse Menu specifically states lobster but apparently it was unavailable and they substituted with shrimp. My guests were very disappointed and mislead!

The lights kept going on and off in the restaurant making it very uncomfortable for my guests as they were all eating. It went off and on 5 TIMES! What the HELL! Shouldn't there be some sort of back-up generators for those types of incidences!

HUGE DISAPPOINTMENT FOR MY WEDDING DINNER!

Fourth: Jacuzzi bath tub not working (June 23rd, 2014)

At this point, my husband and I have had ENOUGH! The tub jets were not working. For the amount of money we had paid for this suite (1106), it was so not worth it! The technician couldn't even fix it. Why do you have a technician that doesn't know how to fix a bath tub with jets! The only option Miriam gave us is to move to another room 1 day before we leave! How disgusting is that! So inconvenient! My husband and I are so unhappy with this resort!

Fifth: Tipping

I am all for tipping. But I do not tolerate greed! Unfortunately, the service was disgusting and I still tipped them. The staff members are miserable. I wasn't the first to notice. Many others have made the same comments. The staff members don't like to smile at all! What the hell! Do they hate their job that much! WOW, who is the hiring Manager and why doesn't he or she do anything about it!

Sixth: Arrival in Toronto, Canada (June 25th, 2014)

My husband and I checked out at 5:30am and arrived at home late afternoon. My husband suddenly realized that he had left his IPOD in the room in Jamaica. I called right away and asked for Miriam, I explained the situation to her and the representative said that Miriam wasn't in and said that the room was already taken by other guests and to send an email with my request! I was livid at this point. I tried calling again asking for Miriam and I got a gentleman on the phone that completely brushed me off and said to email my request! The IPOD has obviously been taken at that point by either the cleaners or someone else! Disgusting Service! NO ONE TOOK THE TIME FOR US!

We chose this resort for our wedding on the 21st of June and had 25 guests that attended. I failed to do my research on Trip Advisor and now I know why the Resort is losing business. There are so many bad reviews on Trip Advisor. I had an amazing experience at the RIU Palace Aruba and Riu Palace Bavaro. I cannot say the same for the RIU Palace Tropical Bay. The management need to re-think their hiring techniques. Hire people with professional demeanour, motivated, positive attitude and sincerity.

We are completely disgusted with this resort!

I do hope that this email reaches the appropriate person. I will comment on Trip Advisor on the Staff, Management and Renova Spa staff and services! I guess it will add to the rest of the bad reviews!

Maria Cugliari-Lotfy

Michael Lotfy

We stayed in the Riu Plaza on Times Square from 19th April to the 22nd April 2018 inclusive. We stayed in room 2822. On checking out we left behind two bottles of gents aftershave in error. The first was a brand new bottle of Yves Sant Laurent which I bought for my husband at the airport on our way to New York, the second bottle was Bvlgari aftershave which was 3/4 full. After checking out of the hotel on Sunday the 22nd April my husband discovered we had left the aftershave bottles in the bathroom in error. He tried to contact the hotel to arrange to have them collected as he was staying on in the USA on business for another few days. He eventually had to send an email to the hotel as he could not get through on the phone and the response from the hotel just said no, nothing was found. I could understand if they were half empty bottles of toiletries that were left behind and were disposed of, but these were expensive bottles of aftershave, one of which was not even opened, clearly left behind in error. I feel very annoyed that the bottles were obviously taken by one of your staff members and we just have to accept that nothing was found! Very dissapointing ending to a great weekend in New York. I would have to think twice before I would recommend this hotel to anyone in light of our experience.

Date: 28th to 29th April
Class number [protected]

Poor service, not organized at all, (At Entrance, at main Restructure )
local staff not friendly at all. Hotel do not serve fresh juices and milk shakes even though you are willing to pay!

Even though they say 24hrs snacks its basically limited to non buffet times and all snacks even french fries are pre-cooked and you have to walk to the end of the hotel to get the snacks!(It's only serve at snake bar near the main restaurant)

at our arrival staff help us to get down the luggage's from the vehicle, but at departure no support at all.

Earlier, Hotel severed fresh juices and snacks in all the bars, now they don't only liquor, cocktails & mocktails (when the hotel is launched in Sri Lanka)

Afternoon,

My husband and I stayed at RIU Montego Bay April 12-19 and although this has been our number one option for our anniversary every year I am sad to say we will not be returning next year or probably ever. We went to check in and waited some time and finally got up there and to check in. We asked about upgrading deal as this was our anniversary and we come to RIU every year. I was not expecting anything free but was told that since we come here yearly this is nothing to offer us...so where is the loyalty? Then we get our room which 2 lights didn't work, the air conditioning cover was busted and off, the bed spread was ripped, toilet leaked. Through out the stay food was cold and terrible. Buffett people sat waiting for empty pans to be stocked up. Lunch was a little better. The resort is usually well maintained and clean not this trip...bathrooms stunk like feces from unflushed toilets and toilet paper laying all over. In the morning hours lights in bathroom by pool area never turned on so people propped the door open. The air dryer did not work for your hands. Pool bar should open sooner than 10am going all the way upstairs to the sports bar and carrying drinks is terrible. Outside vendors are not allowed in at night to sell items which I'm sorry this was always a really nice gesture for guests. The gift shop did not offer things vendors did. The place needed repairs everywhere from broken chairs to garbage on beach it judt looked not like The RIU we are use to. We work very hard at saving money for our anniversary trip and this time I was completely turned off by the RIU and it's overall appearance, customer service, loyalty, and lack of appreciation. To you bring a big chain but to my husband and I it's our 1 trip we work hard for.

RUI
I am writing to your for assistance in my reimbursement matter with Expedia. Case No. E-[protected]. They told me that (you) RUI refuse to pay. This is Wrong. Please Help Me. We need our money back.

Please read my April 23, 2018 response letter below to Expedia. I am trying unsuccessfully to resolve this issue.

Dear Expedia
Shrika, Cryslene and Jay

Thank you for all of your help in this matter. However, your response is Not Acceptable for us. Maybe we did not make ourselves clear about this Reimbursement.

Based upon our belief and knowledge expedia owes us a Reimbursement NOT RIU Enterprises.

Attached to this email are several documents:

1. CHASE Statement showing full payment of $3, 801.79 to Expedia on June 6, 2017 - the Reservation.

2. A copy of our printout of Expedia's Written Promise that said "Our Chosen" Reservation for the RIU Palace/Adults ONLY (Junior Suite, Jetted Tub, Ocean View) was expected upon DELIVERY OF PAYMENT;

3. Copy of our RIU Montego Receipt — (Expedia's Egregious Mix up — wrong hotel but they had us listed on their reservation log. (Same Specification, Junior Suite, Jetted Tub, Oceanview). How were we not going to pay — we had to have somewhere to stay for a week.

4. RIU Montego Bay Reimbursement No Penalty Apology Receipt — (after telling us and showing us on their computer for 2 1/2 hours that we only had reservation at their Montego Bay dwelling (with Family/Kids.) Really, that "there was no reservation of any kind at the palace." They even tried calming me down by placing a call to the Palace to find if there was any availability there. "None" The Supervisor said. (Expedia) You people can not even imagine how distraught I was, miserable is a better word, to have to stay at a place where you don't want to be and even worse a place where you didn't choose or pay to be there. When we got to our room I needed to hear the Palace tell me no availability for myself. So, I called them. 3 Times I was disconnected. But the forth time the Palace desk told me they had Six (6) Garden Rooms and one (1) Courtyard Room. I started screaming of happiness. The Palace check in person said he could not take reservation over the phone but he could take walk ins. "Please, please, I said help me. It is my anniversary and i'm trying to work something out.

5. A copy of our RIU Palace receipt. Moneys we paid to secure this reservation because of your error.

Because again, I was absolutely miserable) — I said to my husband "how could expedia screw up on this — it was our 30th wedding anniversary. I secured this reservation in June 2017. To add Insult to injury every trip i take i always printout my itinerary, but because of our history with using Expedia they have never failed me, plus my iphone (but my iphone was not populating my emails). It ONLY showed me for some reason [protected] emails — "my Goodness". Therefore I could not show any proof of my reservation.

I was a woman on the edge. I was feeling like I was the one crazy. Expedia might said why didn't I call them. But, I wanted to be 100% accurate that this wasn't my mistake sure before I called. "because people do make mistakes."

Again, this is not what Expedia promised us in writing. This promise was not delivered. It is Expedia's Responsibility. NOT RUI. So don't tell me that RUI can not reimburse us.

Where is "good faith" when businesses make promises and don't honor that promise. Everybody makes mistakes

Expedia you screwed up our 30 Year Anniversary Reservation with unnecessary stress and now you will not even own up to it by reimbursing us.

Even when we were able to reserve a Room at the Palace (which by the way was Wonderful), it was NOT an Ocean view Room something that we paid you for.

Footnote: I am the type of person that dot all i's and crosses all "t's" on everything that I do. On several occasions I had even spoken with RIU Palace "I thought". My coworkers were kidding me about calling and checking/updating my specification with this reservation. I responded "this is my 30th Wedding Anniversary, I want everything right."
Constance Walker
[protected]

Sirs please note this is in fact our second stay in Riu resorts, we were so impressed by the staff and facilities at Riu Macao Punta Cana we decided to travel this year with all of our family and close friends as we hoped to receive the same treatment and service, we booked a package and Wedding through TUI in the UK and unfortunately the experience so far is a very bad one, let's start at the beginning as I say there is a list, we were collected by coach in which my wife (THE BRIDE) was hit in the thumb by a travelling suitcase! Her thumb is badly bruised and painful, upon arrival I noticed an issue straight away with room allocation... you had three lads 13, 17 and 15 sharing two beds... for a fortnight, this alone took two days and TUI reps to sort out, Sirs I DID NOT pay almost £19000 for my son to sleep on the floor or share a bed, we were treated rudely at reception and almost with contempt, when I informed your employee that this was unacceptable I was simply told make a formal complaint ?, your pool area in the blue bar area is filthy and infested with ants, I haven't seen this area cleaned away from the bar in the last 7 days, your bar staff there are lazy quite simply, we are constantly ignored whilst they use their mobile phones or chat inside the bar service area amongst themselves, Other bar staff in other areas completely ignore you if you not female or in a bikini,
There are broken tiles in major walkways just left unrepaired, right now as I type this I'm stuck in a toilet with dhaoreah unable to leave because there once more is no power and the bloody toilet won't work for the 4th day running, this usually leaves us with no water pressure for the shower and cold water,
I have tried to ignore everything so far and laugh it off but I have just spent the whole day listening to drilling, hammering and grinding where you are rebuilding next door, again something we knew nothing about when we booked

My name is Katie Haughton, I stayed in Riu Tequila Playa Del Carmen Mexico from 19/03/18 for 2 weeks.
I stayed here with my partner.
We felt the food choices were very limited in a la Carte restaurants, the food served here was basically the same as the buffet restaurant and we didn't expect one of the a la carte restaurants to also be buffet service as well, very disappointed with this.
On Thursday 29th March the hotel seemed to start closing down around us. The hotel shop had shut earlier in the week and the guest rooms were being cleared out causing noise and disturbance.
On Friday the steak house and Asian restaurants shut down and did not reopen again. The sun loungers were being packed away around us whilst we were sunbathing at the pool leaving only a few to choose from. They also packed away the table tennis, football table and the animation team seemed to disappear leaving very little going on around the hotel.
The food in the restaurant that was left open was limited and they ran out of a lot of food choices. The staff seemed to half in numbers and the service visibly declined. The food quality which had been great to begin with had dramatically dropped.
On the last night of the holiday the hotel provided no entertainment at all, a huge disappointment on our last night before travelling home the following day. Just one bar was left open on the last night too.
During the last few days our mini bar was not refilled, especially water was not refilled which we needed, our room wasn't cleaned and no fresh towels were provided. We had to call reception for water and towels.
We were the last people left in our block and staff kept coming into our room to see if we were leaving, most of the time without even knocking on the door!
We felt so disappointed we searched for flights home early which we couldn't arrange.
This holiday was a holiday of two halves, the first half was great but the second was very disappointing as the hotel was closing down and we felt like we were in the way and they were waiting for us to leave.
We were not advised that the hotel would be closing down and we paid for a holiday that we did not receive the full benefit of. I would like compensation for the loss of service and facilities and treatment by the staff at this hotel.
We came to a Riu hotel on recommendation but the experience was very disappointing and not what we expected at all.

I had a wallet hidden in my top dresser drawer and we came back to our room to grab tip money out of it only to find that my drawer had been dug through. My wallet was completely empty. We called the front desk and had a man come to talk to us. For one, the man was very rude to us and dumped all my drawers out and dug through all my bras and underwear and went through all of our vacation money and counted every dollar. We found this to be very odd! He dug through my purse that I had locked in our safe. After all this, he said he would get back to us in the morning. We never heard a word from anyone the rest of our stay and I feel that was very unprofessional and rude! We vacation in Jamaica every year and are highly considering a different resort only for the fact that the staff didn't seem to give us much concern over the theft. We know it had to been someone on staff as we found them in our room seceral times a day and after 10 o'clock many nights.
Riu Tropical Bay
Negril Jamaica
Our stay was 4/6/18-4/12/18
We would truly like a response to this matter.

Thank you
Terra Rodgers
[protected]
[protected]@gmail.com

It's my first vacation with my 10.75month old child. We had many options to choose from but we choose Cabo b cause it looks amazing. We didn't cheap out we booked an ocean view room at the palace. I was invited to the resort next door to meet some friends at the club at the sante fe resort, pacha is the only night life. Everytime I got drinks I tipped the bartender. It's a common owctice of mine, upon leaving the club I was approached by security asking me for money. I refused because I done like to husseled. He then said I am not form the resort and I needed to go to the front desk to verify. I advised him I am from the palace and it's fine I don't mind walking to the front desk. I did go there then the three staff behind the counter notified be that the security said he cause me urinating in a he middle of the plaza and I needed to pay I said no way I am paying. Then then tried to cut my wristband and I Asia no u are not I need to go to my hotel if u want to sort this out. The next thing I know cops arrived and arrested me. Took me to jail and in the process empties my pockets of all my money. They placed me in jail about 3 am without any explanation. I kept asking for water but after an hour and half I was given water and again no explanation as to what is going to happen. They can't at 7 am and then a cop (legal thief with a badge) told me I n ended to pay 300 pesos. I advised him that I have money in my wallet and some that was emptied by the cops, at that point he told me they only found 20 in my wallet and that's not enough. The arresting officers stole the addition loose money I have about 35usd in total. I asked the cop if there is anyway I pay the 20 and then maybe email or pay by card because I would not like to upset my wife and child about the crisis I am in he said ok. He then came back and ask for my bank pin and credit card pin I said no. I am willing to email or go get the money or the 20 I havebis good to cover the 300 pesos Four hours after I saw my wife and child coming through the parking lot to come pay fine of 1500 pesos. I told her from the cell to call the consulate of Canada. The cop came with a phone and advise me that the consulate is on the phone. I talked to this person and can only concluded the person had no affiliation to the consulate of Canada. She said to pay the 1500 pesos. We paid the money and was later released. Upon talking to my wife I then learned George the public relation personnel advised her at 3 am that I was also caught urinatinf in a stairway at the plaza and was warned and then I went to the sante fe and did the same. THIS IS A COMPLETE LIE. I asked to see report or security of these actions I am still waiting for it. As to the George, basically told us if we don't stop asking questions it's in the right of the hotel to kick us out so we should let things be and stay quiet. People will be aware of the mess of the cabobpokice department. I am not a criminal. My wife and I both are professionals in our respective careers u never went to jail or have a criminal record. This is an embarrassment to humanity the way the police and staff of Cabo hotels extort it's guests. Upon talking to many guests they talked of similar stories. This needs to be addr seed because if I had resisted arrest or resisted the first encounter with the crooked security I probably would not be here. I cooperated completely thinking I did nothing wrong but here I am living a nightmare. My wife has since been upset and now blames me for the experience of having to take my child to pay fines to get me out of jail. In simple terms this [censor] pissed me off and riu hotels need to get their act together in Mexico. I was at riu in ocho Rios Jamaica and it was the BEST EXPERience. I understand it's not the hotel chain but like I said I choose riu to be safe with my family but ur sister hitekbthe sante fe almost got me killed

So the first night we had no air condition, our refrigerator didn't work, our jacuzzi tub had three big rust stains in it, and our floor was filthy and sheets had stains, the front desk didn't answer the phone after several calls so we headed down to only speak to employees who did not even try to speak English and I truly think they were pretending not to understand us! They had no idea that I could speak Spanish and that I understood them making fun of us for complaining saying they want a new room let's make them wait. The following day they could not move is after we found out that our shower head did not work at all, my husband had to place a towel behind it to rig it up, it ended up falling off on his head which made him switch over to the rain head which only had like 5 streams of water come out due to the rust build up that he cleaned with my toothpicks to get more waterflow! That day was our friends wedding which was when they chose to move us. The wedding was at 2, they were moving us at 2:30, so we had to pack up before wedding and trust they would move our baggage that we had to pack up after getting ready for wedding. We headed to front desk after wedding to retrieve our new room keys and headed off to what they said was VIP! I would never complain to my friend but the wedding was at 2, and reception wasn't until 6:30 that's a joke in itself! So with the three hours to spare the bride wanted to change and head to the pool! So we did as she wished, we eased back to this so called VIP room to change for reception and I figured I jump in the shower just to rinse off, as I stepped my right foot into shower and opened the door it hit the wall and shattered all over my foot! My husband came running he grabbed me picked me up and carried me to the bed, when I looked over the floor was covered in blood my foot was gushing blood, my husband ran to door after wrapping my foot in a towel to look for help the maid looked scared when she saw all the blood we called front desk and yet again no answer after wrapping my foot in his shirt to stop the bleeding my husband went to front desk which was a joke they said they could not help because there was no manager on duty, he argued for a miniute the came back irate! I called and basically begged for bandaids which they gave me 10 of! The bleeding would not stop and yet nobody but the maid was concerned! Needless to say we missed the reception! The next day I called the front desk and yet again they said there was no manager to talk to! The next three days I hobbled around? Could not go in the water and not one person from the desk or management checked on me, up until check out they had the nerve to ask me for 350 for the door which I refused to pay! They threatened to call the police! And yet again there was not a manager! I am 43 I'm not a kid and was not on spring break! I was not drunk because imthe liquor at the resort was cheap and not worth it, I was there to relax to party like a rockstar! We explained to them that we took pictures and videos to show that there was no rubber on our doorstop and that this was not our fault! Once I told them I contacted a lawyer they said that they wanted no problems! This was by far the vacation from hell and I want to know how you plan on taking care of this! I am a manager for a corporate restaurant and I would be mortified if anyone treated my guest this way! I would like to be contacted and if I'm not compensated you will here from my lawyer next!

booking reference WEB8Z4PQ AND LOV-399844U
Hi I recently stayed at the Riu Palace Oasis Maspalomas from 19th march till 23rd, the hotel was lovely and most of the staff were great however most of the guests were not. I travelled with my husband 2 year old daughter and 22 year old sister we were greeted by a very friendly lady at reception who checked us in and advised us that she had us a room big enough for the 4 of us which was amazing. unfortunately the other guests at the hotel weren't so happy to welcome us and this is because we had our 2 year old with us, who may I add is perfectly well behaved and im sure your staff would agree with this, I think they also assumed that my sister was our daughter and that we were young parents and they definitely didn't like that at all. regardless of what they thought my family and I had to put up with guests shaking their heads at us and sneering throughout the holiday but the worst of it all a man attempted to slap my child away as she fell near the dance floor on the evening of 22nd march, I was absolutely horrified and so were your staff but the man in question wasn't spoken to or removed from the room. needless to say I was very shaken and upset and felt very unsafe in the hotel, my 2 year old daughter asked me why she wasn't liked, which also made us very angry as she is an innocent little girl. we were moved the following morning to the riu gran canaria, which again is a lovely hotel but definitely a downgrade from what I had booked and paid for. we were also allocated the closest rooms to the hotel nightclub as possible but this couldn't be changed on such short notice.in my opinion the oasis should be an adult only property as this is what the cliental prefer, I also think looking back the man who's actions were despicable towards my daughter should have been moved and not us, our whole day was wasted and as you can appreciate we had only just got used to the oasis when being moved and the riu gran canaria is a lot bigger so didn't really get the benefit of that hotel either. we felt like second class citizens having to move hotels and if it wasn't for the safety of my child I wouldn't have moved but we couldn't have stayed any longer in that environment. can I add that the staff, in particular the 2 ladies on reception at the oasis gave us excellent service.
I look forward to your response.
many thanks
Gemma Kennedy

Hello,

We would like to express our dissatisfaction with our recent stay at the Riu Tequila Hotel in Mexico from March 26th to April 2nd for our group of 5 people (3 rooms in the same block). To sum it all up, this hotel was at its last week of operation before it closed and should never have been occupied by tourists unaware of this situation, no one had informed us that it was during the purchase at Sunwing or when we arrived at the hotel. We do not understand that Riu Hotels & Resorts was able to allow accommodation during this week when work began hypocritically upon our arrival without any notice.

Here are some examples and photos to support. When we arrived, the souvenir shop of the hotel was emptied of its contents because it closed for renovation. The fountain in the lobby was emptied and already stopped. On the 2nd day, palm trees were uprooted and left on the ground during our entire stay (see photo 1). For other trees, chainsaws were used next to our rooms. From our rooms, we can see the large number of Mexican workers at work, because the neighboring land was an open warehouse (see photos 2 and 3) from where noises of moving were heard until the wee hours In the morning . The a la carte restaurants (Asian and Steakhouse) closed their doors at the 4 day before we could go there once.

We were on vacation in Mexico where the standards expected are high for a 4 and a half stars and we wanted to try to disregard somehow this mess.

On the last day, it was the climax: power cut in our block, bars closed on the whole complex, arrival of 500 workers, demolition of the lobby during our wait before our eyes, delay of the bus due to the impossibility of d At the entrance to the complex (due to the presence of materials, crane and equipment), we left the complex on foot with our suitcases up to the street opposite where the bus was waiting.

In short, the purpose of this complaint is to signify our discontent and discouragement of this holiday in this construction site which should have been a heavenly place. We hope to get a partial refund given the extent of damage to our family trip.

We still have confidence that Riu Hotels & resorts can fix this situation and find a way to meet our expectations.

For any information, I am the person in charge of this request.

Thank you for following.

Christian Potvin
[protected]@hotmail.com
[protected]

Hello
Mr and my wife have just returned from a one week stay at your .
Club hotel ocho rios Jamaica hotel.
We upgradeed are room to the deluxe room as it was my wifes 40 birthday so a special one for her . We check in on the 22/3/2018 it was the afternoon we went to the room as you do to unpack then found out that the toilet did not work (flush) so we went to dinner and let the front desk know . By the next day we where getting ready to go for breakfast as know one had fixed it yet we told the front desk again. Spent the day by the pool went back to the room to get ready for dinner and the toilet still not fixed.
We kept till the front desk and in the end it got fix Saturday afternoon. So not happy at all this was the frist time we have stay at one of your hotel .
Are room was 1357 on the third floor it was a joke the service we received.

Hi on the 25th February 2018 I attempted to book a holiday with yourselves, one of your team put me through to the Spanish line (directly to the hotel I waned to book) clubhotel riu Gran Canaria. This phonecall cost me £48! And the operator still didn't book the hotel at the end of the phonecall.

I have now booked the hotel myself via the internet. But I am disgusted that this has cost me £48 in a wasted phone call trying to book a holiday for my family direct with the hotel we wanted.

I would like a full investigation into this.

Thank you
Sophie Walls

Can you call me on [protected] or email

[protected]@btinternet.com