RIU Hotels & Resorts
Reviews and Complaints

On January 11, 2018 at Riu Caribe- my boyfriend pulled out a dresser drawer to put clothes inside and the drawer did not stop like it is supposed to, it came flying out on to the top of his foot and broke it. The resort nurse looked at it and said we needed to see the doctor. We said no thank you because we didn't want a huge medical bill. When we got home he got it checked out and it was confirmed broken. I reported it to the front desk the day it happened and the girl behind the counter did absolutely nothing. I went back a day later in hopes to tell someone else who would care and it was the same girl who again did not care but just said "he must have pulled it out with too much force." They did not offer us ANY compensation of any type. VERY disappointed and appalled at the customer service at Riu Caribe.

My family and I were very excited to try a "luxury" riu resort 5 star and are extremely disappointed.. we did Not get what we paid for.. the rooms were not clean they had cockroaches, ants and other bugs that did not look familiar. The food was just awful, we have stayed in 3 star resorts that had better food. The entertainment was terrible and seemed to cater to young children 10 and under when the crowd was a much older crowd.. The pools were disgusting and never saw anyone clean them during our stay? I actually had hair wrapping around my toes at one point.. The beach could have been beautiful but no one cleaned all the sea weed on the beach. The drinks? Wow. Disgusting! They had so much sugar that you couldn't even drink them. Not sure what you call premium but we certainly did not get premium. My family and I could not wait to get home the experience was just horrible. How can you advertise the riu bambu a 5 star when it's barely a 3!

I booked and paid for the highest class room, was told when I arrived it was not available for me, and was given a standard room (next to a noisy ice machine!). Most upsetting was that I was told that no refund is possible because I didn't book directly with RIU, and that nothing else could be done. After being informed of this, a key card was shoved into my hands and I was told "go that way" and not even offered help with my luggage. All in all, I've never had a resort or hotel treat me this badly nor did I think it was even possible. So, take this into consideration if you're thinking of staying at the RIU Palace Las Americas during your valuable vacation time.

Firstly, I should state that I travel regularly. This is the first time and the last time I would book a Riu Hotel resort. I stayed at Hotel Toureg in Boa Vista. Whilst the architecture and pools are in line with a 5*. Everything else is 3* at best. Your restaurant booking policies are a shambles, with restaurants empty and food very average and very poor in sum. Non smokers are subjected to constant smoke whilst dining outside, due to tiny space for non smokers and the rest for smokers (in this day and age with children - its disgusting). Your gym only has 5 machines which are old and broken and you have queues at 8am for access due to not opening earlier. Asking for additional water and towels was a constant problem. When we complained to a "manager" his response was to blame the local staff and Riu company policies. Which you hired. Says everything I need to know about your policies and staff training and hiring. Worst hotel experience for some time.

We arrived at the airport in Costa Rica from Toronto on December 23/2017. Our flight was delayed due to a snowstorm in Toronto. We boarded a bus that took us to our destination, The RIU Guanacaste. We were told by the bus tour guide that the restaurants would be open until 10pm and the hotel would express check us in so that we could eat. The 4 of us were very hungry. We were on the first bus that arrived at the hotel front desk to check in at 9:37pm. We were upruptly told that the restaurants all closed at 9:30 but we're told "that there would be some food in The Sports Bar that had been set up for all of us s they were aware that we were arriving late." They provided stickers to place on our luggage and were told to do so and then go and eat as someone would bring our suitcases to our respective rooms. We proceeded to do so and went within minutes to the "Sports Bar". By this time a second large tour bus had arrived. There were a minimum of 100 people (conservative estimate) all congregated in this Sports Bar trying to get into one refrigerator with glass sliding doors. I observed that there were clear plastic containers that I later identified as containing cold hotdogs on a bun or a cold burrito. Many of the containers were opened and the food had been touched as people were trying to see if each container contained something other than a hotdog or burrito. There was a tray on the bottom of the refrigerator that had a few pieces of cut up fruit that was sitting in the fruit juice. I refused to eat any of it as it had been picked over and touched by many different hands at this point. My boyfriend took a bite of the burrito and proclaimed that it was absolutely disgusting and discarded it immediately. His two sons tried to get some food but all that was left at that point once the crowd moved so that they could get into the refrigerator, was 3 pieces of damaged fruit. We all went to bed hungry. In the morning my husband went to brush his teeth and immediately observed that his toothbrush, that was laying beside the sink, was covered in dozens of tiny little ants. These ants were also all over the nozel of my face cream that I had left on the counter. There were hundreds of tiny ants all over and in the sinks. We immediately called the front desk and asked for someone to come. We waited over 2 hours. No one came. My husband went to find someone. He returned to the room with a manager that he said was "the manager of the bar area". This man stood and looked at me as I attempted to convey our concerns. He did not go into the bathroom to look at the ants/bugs. He then left. I called the front desk AGAIN but the woman that answered barely spoke English and she did not understand what I was saying. Both myself and my husband went down to the front desk and asked to speak to a manager. I was clearly very upset. The Manager, made known to me later at "Borgias" (dark hair, approximately 6'4", slim build) approached us. He shook my husbands hand but I refused and told him that I do not shake hands due to health reasons. He was not pleased with this and his entire attitude changed because I wouldn't shake his hand. I knew at that point that he was not going to help us. He rolled his eyes and rudely asked, "Okay, what is your problem?" He was NOT wearing a name tag. I had to ask him his name later to which I was told "I am not afraid to tell you my name." We proceeded to articulate our unhappiness with how we had been treated thus far, the lack of food and not being able to eat in a restaurant upon arrival when we were told that the restaurants would be open until 10pm and we clearly arrived before 10pm. Borgias was very rude and condescending. He stated, "I don't know who told you the restaurants would be open until 10. They close at 9pm. We knew that your plane would be late so we had plenty of sandwiches set up in a cooler for you and we restocked the cooler at least 3 times." I told him that I found that hard to believe as there was barely nothing but a few opened containers of cold hotdogs and burritos that had been picked over and a very long line of people to get to a microwave to heat them up. I also told him that we were on the first bus that arrived so there was no way that we had arrived last by any means. I then proceeded to tell him that our room was infested with ants and that we had asked for a manager to come and see how they were all over my husband's toothbrush and the sink area. Borgias did not care. He stated very rudely, "I don't need to see a bunch of bugs" He told us to "take it up with our Rep back in Canada." I bluntly asked how our Rep in Canada was going to deal with the downfalls of the hotel that he was responsible for. He then asked what we wanted. I stated that I wanted to be moved to another room. My husband had asked when we first arrived if we could pay to upgrade to a jacuzzi suite and were told that there were none available. I told Borgias that I wanted to be moved to a room that didn't have bugs. We were moved from a room in the front of the hotel on the bottom floor (#105) to a room in the back of the hotel (#2001) that had the worst view possible. It is my belief that Borgias did this to us to punish me for not shaking his hand and for complaining. At no time did Borgias apologize for any of the problems. He did purchase a new toothbrush for my husband but never apologized for anything. Borgias could not have been more rude, smug or condescending. We went to our new room (#2001) and I proceeded to lay down in the bed because I was so upset at how our vacation was turning out and a large roach/insect jumped onto me. I immediately swatted it onto the floor and observed 2 more on the bed! My husband went down to the front desk to get assistance. He pleaded to be able to upgrade rooms in order to make me happy as I was so sad and he left me crying in the room as this was Christmas Day!The lady at the front desk told him that there was 10 jacuzzi rooms available but that she would need authorization from a manager to upgrade. She radioed Borgias who arrived and told my husband after speaking with the woman in Spanish, that there was NOT any jacuzzi rooms available but he would move us to another room. My husband returned and told me that we would be moving yet again. I showed him another large bug found in the bed. We packed and a very nice man from the concierge helped us move our luggage to our third room (#3077). I was so upset at everything that had transpired thus far that I did not even go for dinner as I had lost my appetite. My husband later brought me a plate of food. I then went to brush my teeth and observed that the bathroom sink would not drain. And the toilet was not flushing properly. The next morning I went to flush the toilet and it wouldn't flush at all and was about to overflow. I took a shower and there was barely any water pressure. I called the front desk and was told someone would be there in 15 minutes. That was at 10am. At 10:37 no one had arrived. Our safe wouldn't lock or the door stay closed at all. I couldn't leave the room to go and eat unless I carried all of my valuables (passports, jewelry) with us. We went down to the front desk and told them all of the problems. My husband asked again if he could pay to upgrade to a jacuzzi suite just to try to make me happy and salvage our vacation. We were told that only a manager could authorize that. She went to radio Borgias and I know that would be to no avail I'm getting any assistance from him. We told her to nevermind. They sent workman up and I sat and waited while they attempted to fix the plumbing issues and replace the door to ththe safe. Finally after over an hour and a half, we left once the safe was functioning properly and we could leave our valuables in it. The workers were still attempting to get the one sink to drain and the smell emanating from the bathroom due to the pipes being opened was absolutely horrible. We then went down to the buffet restaurant and as soon as I walked in I ran directly into Borgias. He just looked at me. I was the one that said "Hello." He then said hello back but quickly walked away. I would've expected him to extend ANY kind of apology, but none was forthcoming.

I am beyond disappointed and disgusted at how we have been treated by this man. He has all of the power to make things right. And he failed. We spent over $12, 000 for the 4 of us to enjoy a holiday in what was expected to be a 5 star resort with exceptional service. I have been left with nothing but the worst feeling and experience possible. I will never return to a RIU resort EVER again. We didn't even receive an apology! My husband received a new toothbrush. I threw away my expensive face cream that was covered in ants (the nozzle) but didn't bother bringing this to the attention of Borgias as I knew what his response would be - Nothing - or he would tell me to contact "my rep" in Canada. This entire experience has been horrible. From the moment that we arrived the lack of care or concern for our late arrival and having absolutely garbage food available (barely any at that) set the tone for how our vacation would be. I'm now determined to write negative reviews on any and all sites possible so that I can hopefully prevent others from wasting their hard earned money at a RIU that obviously does not care once they have your money. And as far as the Manager "Borgias" is concerned, he needs to be retrained in his customer service skills and learn how to at least extend an apology and take responsibility for the downfalls of the hotel that he is clearly representing.

Dear RIU,
it's frustrated to have an issue with my stay at your hotel then even more disappointed to find out that I can't even find a link on your website to file a complaint.

I'm right now staying at your location in Cancun Mexico. I understand you only allow up to 2 devices to access the internet for each room; any additional device will need to pay additional fees. Sure, you want to make money, no problem. But after completing work on my laptop, I can't log out of the account to let my phone access the internet. I tried to use both IE and Google Chrome, both saying access blocked, network error; tried to google your company's wifi link and see if I could do it there (filled up account number and password but can't login). Went to reception desk, told me there's nothing they can do. I asked if they could just kick out the 2 devices attached to this room and was told no. I need to complete the last piece of work from my phone and don't want to wake up my wife in the middle of the night . It's so disappointed to find out the hotel cannot help. It's also worth pointing out that the hotel doesn't have Cable internet. I was thinking about using laptop to access internet using cable; and phone using wifi. but was told there was no cable available.

Please improve your internet. We are just a few days into 2018. Internet is a necessity to daily life.

My fiancé and I stayed at your hotel in September for a week. On the last day of our stay, we were robbed from our room. We went down for breakfast and got back to our room at about 10:30am. When we inserted the card to get into the room the card would not work. We went down to the lobby to speak to the front desk. They informed us that they would fix it. It took them about 30 minutes and I believe that during that time was when they stole my jewelry. I did not notice it missing until a few weeks later. The earings are fancy and I would only wear them on special occasions. The earrings and bracelet set were not only pricy but have a sentimental value because they were a gift. I have stayed at your hotels before and have referred many friends but after this experience I never want to go back. I have called the US office and no one has done anything. I am disappointed in your staff and how you've handled this situation. Apart from this, we had other issues with our stay. Including the front desk staff trying to offer us a better room for $20-50 more if we kept between that person and us. So sketchy! I'm hoping RIU will contact me to make things better. My fiancé and I were even considering a RIU hotel to host our wedding. I want RIU to do something about my stolen jewelry. I have receipts with the price of the stolen earnings and bracelet and proof of pictures that I had them on the night before we were robbed from our room from your staff.

Arrived Nov 26 via SunWing a couple of days after flood only to be informed all is repaired and normal. Spent a week with all pools and gym closed except very tiny swim up bar. While wading in that pool Tuesday cloudy substance entered through jets and everyone ordered out quickly almost panic in lifegaurds voice. Stampede that insued left me catching toe on pool drain and breaking toe so unable to make 10 minute walk for swimming to Riu Montego Bay. Ala cartes closed many days throughout week not what was advertised at time of booking. Ocean had 4 inch deep mud that you sank into if you tried to swim there. First time staying at a Riu very let down for what I had always thought was a first class resort !

I work for TUI UK and I am part of the Riu partner club. I booked a 1 night stay for my parents at Riu palace Mexico as they were in port for the day off a cruise and as they have stayed at this hotel before I thought it would be a lovely idea. This was to celebrate my father's retirement so I wanted to make it special for them.
On arrival at hotel they were told that as the reservation had been booked with my card they could not check in. My father contacted me back in the UK very angry and stressed. I contacted the hotel directly and spoke to a very unapologetic man who happend to be the manager. He was very rude and didn't apologise once for the inconvenience caused. I then contacted RIU reservations and was told that as it was my card this was procedure. When I booked this on the riu website it did not make this clear. It didnt say this on the confirmation and I do not recall seeing anywhere where you had to present the card that was used to make reservation. I am deeply upset about this situation. My parents were left humiliated at the reception desk and make to feel like they jad.done something wrong. I also found it very unprofessional when I spoke to the manager at the hotel he said that he dealt with my parents and they have left the hotel now as they were 'pissed off (his words) I am manager at a TUI store in the UK and I don't feel this is appropriate at all.
This has caused alot of stress and upset to both myself and my parents and it has ruined what should have been a memorable experience. I have stayed at Riu palace Mexico 3 times and I honestly say I will never go back again. I am also reluctant to recommend and book Riu hotels in the future to my customers.

We travelled from Manchester to Riu Montego Bay in Jamaica on 26/08/17-09/09/17. I booked this holiday of a lifetime in January 2016 through Thomas Cook we travelled to Jamaica to renew our wedding vows with our family at a cost of £20, 000 when we returned i sent a complaint letter on 25/09/17 to Tui who ‘lost my email' so i had to send the letter by post. I have been chasing it up weekly, finally have received a reply from their directors office, a gesture of good will in the form of £400 cheque. I spoke to Shante Campbell a senior customer support advisor who explained as we paid the Riu hotel directly for the renewal of the vows and the photos we should contact Rui directly. Also most of the rest of our complaint was about incidents at the hotel. I feel very annoyed that this was left nearly three months before i was told to contact Riu but i feel its upto Tui to deal with my complaint.

As a loyal customer of both yourself and the Karamboa, it saddens me to have to make this observation. Whilst the standards of the hotel were once again superb on my recent visit( 25/11- 2/12) it was completely overshadowed by the lack of management of both standard and quantity of sunbeds provided on the beach front, every day was a challenge to find beds or beds that were not falling apart! There is lots of space on the beachfront for beds however people were having to pitch down on the sand as there were not enough available or were broken. I noticed this time that the development of the building of a new hotel next door is progressing and I hope this inspires someone to review these standards, I look forward to seeing an improvement on my next visit next year.
On plus side I have been here for the last four years and never had to complain, likewise I have used your hotels for the last 10 years across the world and have always been impressed by your standards, looking forward to visiting your Porto Cana in may.

Regards
Peter Mills

I have very expensive make up brushes and one has been taken from my room. No one at reception seem to care and told me 'unfortunately these things happen'. I am still at this hotel until tomorrow. This brush cost me £42! I am devastated that it's been taken.

My name is Emma Andrews and I am staying in room 214 inside the main hotel. The guy at reception I spoke to was called Louie.

Kindest regards
Emma

Hello RIU Customer Service,

I have emailed Sunwing many times but have yet to receive a response.
I have a Sunwing complaint # which is 82655.
I have spoken to many representatives and have asked for them to send information to appropriate departments of RIU and Sunwing.
Also, my travel agency has forwarded messages in regards to our concerns.

I would like you to please review and have somebody contact me or give an ETA on when somebody will. My phone number and email have been provided along with Booking #[protected]. Additional photos and videos are available at your request. Here is a link to hotel lobby flood of RIU Reggae:
https://youtu.be/JlTltm62fsk

I would like a complete refund as this trip has been a total catostrophy and for our 20th anniversary and all the work and savings that have been put to make it happen, it is far from the awesome experience that we would have expected from RIU and Sunwing and instead will leave a negative memory for us to remember.

Please review notes provided below that should have been forwarded to you by your representatives at resort as requested and confirmed by them.

Just a few more issues that I would like to inform you of which occurred within the last day that we have spent here at RIU Negril. The vendors on the beach keep coming by asking me in front of my wife if I would like to buy some marajuana or hash or cocaine and continuously occurred throughout the day. The condition of the chairs at this resort are disgusting and majority are full of mould and beach towels were not available yesterday when we arrived and today after 3:00. The room had a bad, musky smell. Our pick up is at 4:45 for a 9:30 departure, almost 5 hours prior instead of leaving directly from Montego Bay which we chose, picked and anticipated a close drive to the resort and back.

Hi Hubert, (November 23)

Thank you for meeting up with us at approximately 4:00 at RIU Negril. As stated to you in person we have travelled approximately an additional 3 hours to get here today over and above everything else.

We are also at a family resort now when we absolutely wanted to be in an adult only resort. We understand storms occur and want water for Jamaica but resorts need to ensure that they have proper drainage for just such occurrences. I have stated that hopefully tomorrow and half Saturday will be pleasurable but this time list is irreplaceable and very disappointing.

I said I would copy you on what I sent Patrick from Sunwing and asked that you forward all this information to the proper management team at Sunwing/Riu.

Here is the information provided to Patrick:

Hi Patrick, (November 23)

As per our conversation held today at approximately 9:30-9:40 along with other Sunwing Travellers at approximately 9:30-9:40 hours.

My wife and I would like to take this moment to recap on our requests. We request to move resorts as this resort is in emergency mode and don't feel safe as amenities are down and very limited, tripping hazards all over the place in which my wife has slid this morning but fortunately there was no injury, unsanitary grounds and would like to be fully compensated especially if our requests are not met.

Patrick, you then stated that if we prefer to go to another resort that we can write it down on the customer list sheet that you provided and stated that right now we need to resolve emergency issues and not worry about compensation as that can be dealt with later.
I mentioned that we want the same 5 star accommodation like RIU Reggae or better in which you stated that due to emergency status that Sunwing may not be able to accommodate that.

Another sunwing customer asked if we should be talking to our travel agency representatives in which you stated that it wouldn't make a difference as the decisions and circumstances are all being taken care of directly at the resort and you will escalate the requests to your team leaders.

Also, I would like to mention that there was no communication on what was going on when this flooding circumstance occurred yesterday. I phoned down to see if reception was aware that power went out in which they stated that maintenance was working on it and that was all that was mentioned...nothing about a flood.

I then heard some conversations in hallway in which they stated that we had to evacuate including a resort employee who had confirmed this as well. So we went ahead and packed our bags and went into hallway again to follow up in which we were told by the employee to sit back until we are notified when evacuation will occur.

At this point, I called reception, in which they informed us that plans have changed and we won't be evacuating and instead they are working on putting food together and will distribute the food to the rooms accordingly.

This morning we found out through other resort guests that they were taken over to RIU Palace and were able to eat there. Unfortunately, we never received food at room and were not informed of RIU Palace accommodation.

We work very hard all year and expect the to unwind on our time off and picked RIU Resorts to tend to our needs during these special relaxing moments. This has been very frustrating, especially lack of communication and will definitely be a great reminder of our 20th Anniversary.

To conclude, my wife and I are hoping that are requests will be fulfilled and some sort of compensation but if requests are not met we are requesting total reimbursement compensation.

Patrick, I will follow up in the next few hours as you suggested and will hope that Sunwing Customers are represented appropriately the best way you can.

Thanks,

Giuseppe & Ivana De Luca
[protected]@hotmail.com
Telephone: [protected]

To whom it may concern, I Ivette Diaz had a reservation in Cancun Riu palace Las America's on November 15th until the 19th. And the reason for this short letter to you is because I wasn't too happy with the way my room reservation was handle by your staff. When I arrived to your resort at around 12:00 noon, I was told that I had to wait until my room be ready which was going to be at 3:00 p.m. I then asked if they had any upgrade rooms available and they told me that they were all booked for the day. I went to eat and walk around the resort until 4:00 p.m. when I went to the front desk again they then told me that The room was not ready and I asked if there was another room ready and they told me that the only room available was an upgrade room for an extra $50.00 dollars a night. Do for such a long day I decided to take and pay the extra charge. First there was not any upgrades, then my room was not available, then all of a sudden there's an upgrade room for $50 dollars a night. I was not too happy by they way this matter was handle and I will like for you to get back to me with an explanation. I am a long time customer with your Riu Hotel and Resorts. Thank you .

Monday 20th November I logged a repair with the reception at 07.10 to be told by a female receptionist that the maintenance would be a long time they hadn't started work
My door would not close I was stool in my room as couldn't leave By 11.30 my husband went personally to reception and they radioed someone no apology My husband removed a bolt so we could shut door and we went for food after missing breakfast 15.30 we went back to the room and no one had been and the cleaner had also reported it I rang reception again and told the gentleman I would like to speak to a manager He said Can I know what about and I will pass it on and get her to contact you
I explained that I could not close my door and had rang at 7.10 this morning My husband had been at 11.30 and still no one He put me on hold for a while and came back and was very rude He said Madam you don't understand someone could have been you would not know you don't have to stay in your room I stated originally my door would not shut and I did and no one had been
He then raised his voice and I had to remove the phone from my ear saying it was not 𝙼ens able and we would have to move rooms etc etc He said he would get the manager to contact me
Then within 10 minutes 2 maintenance men can adjusted the bolt and said they didn't have an Allen key and were finishing shift and someone else would come
No one came this will happen again to someone else
My complaint here is the service from reception A few days earlier I needed a grilled and one was put in the room while we dined we were left a note through the door asking if we were happy with the service and given a call
No follow up call about my complaint or about the repair
Something so small be made to feel I was in the wrong
Customer service was non existent the first thing I should of been given was an apology not told Madam you don't understand
No body spoke to me about my complaint this is why I want someone else to know
This hotel has great prospects
It is over staffed a lot just stand about
No one takes ownership
Typical example painted the pool... got covered on paint lots of areas missed could of sanded areas first
Someone needs to manage this hotel a fresh pair of eyes needed
Staff need responsibilities
Customer service is the key
Do a job right first time
I'd love to manage this hotel and put it back to standards as believe me there is definitely enough staff to do it
No one is perfect but a simple bolt ruined my holiday I have never complained before but feel this hotel could reduce your reputation if others are made to feel like me
I also have a picture of a hand written note off the cleaner asking me to not put suncream on in the room as she could fall ... I've never done this so laughed it off

Please respond as I was made to feel like I had done something wrong when all I wanted was to be able to leave my room for breakfast securely

Natasha Dunnachie

Hi - my name is jo murphy I visited your riu hotel in marakesh last November Tikkida - i joined the membership and filled out the form. I have booked again to go to cape verde in riu finance- I have not had a membership number - please can you assist- we would like to take advantage of the offers that regular visitors are offered - thank you
Regards
Jo Murphy
8 alder Grove CF479sf
Wales UK

Please see attached photographs of the shower ceiling that fell in on me twice, firstly it was repaired to a very poor standard and then a bigger portion of the ceiling fell through 3 days later, we were not moved until the 2nd incident and then moved again so we had 3 rooms during our holiday and had to live out of our suitcases for 3 days

This was a 5 star resort supposedly so i would like answers ASAP

Recently returned from a holiday at the Rui Papayas, Gran Canaria. I have two main issues with my holiday I would like to discuss with a member of your team urgently. Firstly was refusal of adequate medical attention for my partner by the Hotel Manager, who was injured at the hotel and secondly potential food poisoning.

Please contact me immediately by phone or email.

Martin Avis

[protected]@hotmail.co.uk
Mobile [protected]

Riu palace Puerto vallartta
We have complained to reception and customer service. Written a letter. Nothing has been done. Food in krystal restaurant giving cold shrimps when meant to be hot. Happened twice. Took to customer service and she even said wouldn't touch the food. It was my husbands birthday totally ruined. Alsorts of other complaints not been addressed. I am a riu class member. [protected]. Not a patch on riu palace Costa Rica. Also lots of people had stomach problems. I am worried as my birthday on 20th Nov and will be still here.
Email [protected]@btinternet.com. we are room 8047. When we get back we will take this further

I haven't even gotten to the hotel and I am already having the worst experience ever for the Riu hotel park plaza time square.

Reservation ERIC STEPHENS arrival tuesday December 5 departing Friday dec 8 confirmation number [protected]

At 9pm pst I called to confirm our bed 🛏 for our anniversary reservation for arrival on Dec 5 for a short stay of 3 days. Not only was I hung up on twice, the guys at the front desk speak poor English and one guy even yelled at me when I called and told them that I am calling ahead to confirm a bed type or upgrade the room so that we don't have any surprises before flying across the country for our short 3 day anniversary trip. Mind you I was very polite and had a soft gentle tone to my voice and the guy yelled at me anyways. He seemed very annoyed like this call was inconvenient to him or whatever he was doing.

Not only were they refusing to take our request to be put in a Queen or king bed, and even denying our request to upgrade our room type, they were insisting that they were going to put us in two twin beds. Can you imagine coming with your significant other to nyc from California to have to sleep in two separate twin beds?

Eladio, the guy working the front desk kept putting us on hold and i listened to him have an argument while I was on the phone About who was going to take my call.

Then Jesus Lopez took the phone and it took 15 min for us to pull up the reservation because he couldn't understand us as we very clearly spelled out the name on our reservation.

After Jesus pulled up our reservation he refused to confirm our room for a king or a queen bed and was telling us our only option was two twins. It wasn't because there were no other rooms available, is because he was refusing to help us.

What four star hotel wouldn't take the proper procedures to ensure that their guests that were arriving were going to be able to get a queen or king bed when they are calling over 20 days before their arrival date and they HAVE the rooms available?

We even had our Hotwire guy call and speak to ELADIO (case id # [protected] Hotwire guy named allen) and they wouldn't help him either.

How can you guys call yourself a 4 Star hotel and refuse to confirm our request for a king or queen when you have the rooms available? You can't put a couple in two twin beds!

This trip is supposed to be enjoyable and exciting and we are 20
Days before arrival and our customer service experience is awful and we aren't even there yet.

I don't understand why they can't just type into our reservation that we want a queen or king bed and ensure us that we won't be having to sleep in two twin beds on the day of our arrival.

If this matter isn't handled immediately I will be taking the necessary steps to make sure this is known to corporate and to the public.

4 star rating, and this is what we get? Not acceptable.

[protected]@gmail.com