RIU Hotels & Resorts
Reviews and Complaints

I cannot praise your brand and packages enough...
But we have just had 2 weeks away at Punta Cana Macao.
This was the 2nd holiday at you hotels, Mexico being first.
We had an issue at the Macao hotel and I would like to tell you about it as we were pushed pillow to post and never really got a resolve. This will be a fairly long explanation but Think you need to know.

We arrived on October 8th, First impressions were great, check in was great and room was great. But when we checked in your reception staff said if you are not happy come back and we will change your room or do anything to make your stay happy. Our room was great but our view was not great, the reception staff said it was quiet and they would move anyone if required. So I went back to reception and asked if they had a room with a better view .. so they took me to a room with a lot better view. I said yes that would be perfect and thank you, then he said that would be $570 ? It was exactly the same room, so I said no as we had already paid £3600 for the holiday already.. the receptionist then said we are open to offers .. so I said I would move for $200 .. and we did. I then went down and paid "Widney" but what shocked me, he put it straight in his pocket ? I asked for a receipt but said don't worry it will be on your bill..
this played on my mind and went to Thompson's rep on the Monday and said you have a deal... so I left it:.. but 6 days later in this room it was full of mold ..I have video and photographic evidence of this). the Thursday and Friday previous I spent in bed with a bad chest. It works out now it was the mold . We complained and widney said he move us straight away and not to speak to management. This made me want too speak to management even more.
I then spoke to the assistant manager and he looked at our room and offered us a new room ( this was great room and upgrade what we really appreciated)
But he said that we had not paid anything as I wanted my $200 back, he then said he will investigate as something was a miss.
Then 3 days later we had a room bill put through the door saying we had paid $200 on the following Sunday (15th) when we complained. So why was the money not put on our room on the 8th ? This was to cover his tracks !

Your staff on reception, who I may add are your first and last contact on your holiday and make the first and last impression, well to me they untrustworthy and stealing from your hotel group, I don't mind tipping and do, but I do not like to feel robbed.

Overall the rest of the staff were brilliant.
It is really a shame as it slightly clouded my whole holiday feeling 1 I was robbed and 2 spending 2 days in bed which I actually paid extra for.

We was just about to book in February a holiday for 12 + of us to go to Mexico Rui again for 2 weeks in April 2019 but like I said it really has put a dampener and cloud over our impression on your hotel group..

I just wanted to give you chance to reply before I do my review on trip advisor, I am also writing to TUI as I feel the representative did not help as much as they could.

Sorry for the long email but it was not the easiest situation to explain.

Also I would like to add we spoke to several other guests and one of them paid an additional $800 and the payment was not on their room bill when they asked..

Imagine 20 rooms paying on average $300 a week and it is not going through the till ! $6000 a week or $312000 a year ! Now to me they are very very well paid reception staff and you will be getting a lot of guests feeling robbed.

I have all dates, pictures, videos and room numbers if required.

Many thanks and I look forward to your reply.

Recently my husband and I stayed at riu aruba. Very dissapointing!
First we checked in and the staff was friendly till the following morning when my ceiling was falling in (Which I have pictures of) the staff got rude at the front desk at that point because I waited and waited for someone to show up and after 4 hours I returned to the desk to say nobody came. They tried to tell me to go back and wait! Im on vacation! Why should I stay a day in my room waiting?
I also never had cold water. It wasn't just warm it was burning hot! I had to shower in our friends room because they said they were fixing it and never did. The manager here was not the most helpful. He was treating all of rudely! Well we ended up being stuck at that hotel an extra 5 days due to the hurricane that had hit in september. He seemed to have been avoiding us at all costs! I asked since we were staying longer that I needed to switch rooms since 7 days had gone by and I still didn't have water! That room was worse! Bathroom door was so swollen that you couldn't shut it. It hung over at least 1 1/2 inches. The bathroom was gross with rust and a hole in the bathtub which I have pictures of this all. Along with rusty lamps that and moldy shades. I really don't know how your company can seriously charge $500 a nite! I saved a long time to go in that trip and it's very overwhelming and dissapointing to be treated like that! The outdoor beach staff were probably the nicest people in the hotel. That was the only good thing we experienced.
I tried to contact someone to speak to on the phone but again the number I was given I was brushed off rudely when I told the man I needed to speak to someone concerning my trip. I'm not use to spending so much money and be treating so badly. The manager had zero people skills! He said the things he's suppose to say but it was all fake.
I'm sure anyone in your office would agree that you wouldn't want to save and wait for what you think will be an awesome vacation and come home feeling the way we did.
I'd appreciate some sort of contact back about my complaint.
[protected]@comcast.net
[protected]

Our 1st rim safe missing parts& took 1 1/2 hrs waiting to switch rooms at which time we had to hall all of our laugage Bach to the desk to finally have them assign us a room with a functioning safe, the liquor fell from its holder and the door came open and the bottel came at my husband since the cabinet and holders were both broken, the bottle would have hit him in the face and shattered had he not quickly reacted and caught the bottle, toilet clogged 2nd morning and took over 4 hrs for someone to fix, shower floor filled with standing water starting day 3 of 6 with each shower, Air stoped working in bar-club on the 3 nights we were there and it was unbarable hot, 1st night there we were told we had to eat at buffet since it was so our first night & not the steak house which had tables available, 2nd night only Japanese opened& buffet and stool in line for 2 hrs waiting while not all tables were filled any they said they didn't have enough food and only served 50 Peoole that night, only 1-2 of the 4 specialty restraints were ever available each night. Multiple persons complained with no resolve. A couple we meet spoke to the food manager who was very rude. We overhood him staying he was not consented since it did not cost him anything! The resort was clearly not up and running fully and understaffed. Visitors were not given the resort or services advertised and what they payed for. All patrons staying this first week should be compensated for the lack of food, services, and multiple issues incoultered. THe staff in the bar and pool areas were amazing. Demetria in particular at the club area. We stayed 11-1-17 to 11-6-17 Gina Hughes [protected] [protected]@hotmail.com we made friends with 2 other couples who all had the same issues

To whom this may concern my name is Alicia I stayed here at the riu palace in Montego Bay in June with my sister. I meet a guy called dr fun fun who works in your entertainment department who real name is Andre Tomlinson . I just want to make this known so that what happened to me wouldn't happen to another guest there. I begin dating him and just came back to Jamaica in sept which I stayed with him on his vacation. After I returned home from my trip there I got sick really bad and went to the doctor which the doctor told me that I have a STD which I didn't have before coming there because I have asthma, I go to the doctor all the time. Which now he denials it and block me which I'm planning on getting legal action against him for what has happened to me. It's a lot of emotional stress and anxiety knowing that he could give this disease to another guest is what I'm worried the most about, he knows what he has and don't care who he passes it too thank you.

I'm currently staying at the Riu Palace in Negril. My Gucci sunglasses and case we're stolen out my room. I notified management, and they informed me that they would investigate. I had to continuously call back to check the status. I had the do not disturb sign on the door. It's sad that you don't pay your workers enough and they resort to stealing. I will never visit a Riu again.

6 days into our 2 week holiday, I went to the safe yesterday. It wasn't a very nice day so I thought I would change some money to go in2 Caribbean street. On opening the safe I noticed that my cards from inside of my purse wer scattered round the safe then when I went to get the money out of my purse there wasn't 1 note left. We informed the manager & the tui rep . After checking again I realised my capital one credit card has gone also. We stay at your hotels quite often & nothing like this has happened to us before, apart from in the caribe at Mexico when we had dollars taken from our drawer but we should of had them in the safe . As it stands we don't even have the 40$ to get out of the country. I would appreciate it if you could give this your immediate attention. Ian & Tracey Sankey riuclass no :-[protected]

I came to RIU Merengue for a vacation in Puerto Plata, Dominican Republic on October 17th with Sunwing Vacations whom the package was purchased from. I was perfectly healthy and unsick upon arriving. On Monday evening I started losing my appetite and woke up in the middle of the night with a high fever, pounding headache and cough and had for duration of Tuesday and Wednesday I had blisters show up on hands and feet. I went to see the doctor on Thursday who said it was a bacteria infection and gave medicine to me to start getting better. Friday I returned to him to claim the blisters hurt and are itchy and he said I have a virus called coxsackie which is hands feet mouth disease and gave me a different medication to take and I purchased calamina lotion to help it go away. I got a call today from the hotel manager saying that I am not allowed to leave my room and blaming me for coming to the resort sick while this happened on the resort as I was healthy when I arrived. This is discrimination against a paying customer and forcing them against their own will to stay in the room and not even hearing me out or giving compensation as it is the resorts fault I got sick. It is unacceptable the way I am being treated by hotel management and i will never be coming back to this [censor] resort and I will make sure they lose clients and make everyone aware about how they treat customers and I will be demanding a full refund for the vacation.

Ref - RNT2BDFK - I booked a holiday through RIU and they proceeded to send confidential information to 200 email address which committed the offence of sharing personal data without authorization.
They admitted to this and agreed to paid 10% against our holiday since them agreeing this i haven't been able to have any contact from anybody advising how this 10% will be credited back to me.
I have been back off holiday now two weeks and all my emails go answered and all calls to departments within RIU advise they don't know what department i am referring to.
I have an email from 19th September advising that i will receive 10% credit off my holiday cost and no response since then. Due to the length of time as well as distress this has caused me i want further compensation as my email address was hacked after they shared it and emails were sent out as if from me which they were not.
I request contact from RIU and compensation paid of 50% to compensate for the time and distress this has caused me.

I had a necklace stolen from my room in Marrakesh last week, I have tried numerous times to contact the hotel and have been told I will be contacted immediately, this has not happened! I am very shocked that a member of your staff is still employed at the Riu Tikida Palmeraie Hotel and this has put me off ever booking a holiday with your company again. I have stayed at much cheaper hotels be the housekeeping staff have never touched any of my belongings.
I am extremely distressed that that has happened as my necklace was a gift. I will not let the matter drop.

Order number [protected]. I booked a holiday in May this year where we had a lovely time in the Riu Nautilus, the reservation number was WRC04T1Y.
I booked the hotel through top cash back and was due back £73.81 and have today been advised by top cash back that Riu will not payout! To say I am extremely annoyed and disappointed is an understatement, I even joined the Riu club because I was so impressed with the hotel and have been looking at other hotels. This is a lot of money to lose out on and I would appreciated it if someone could look into, thanks Irene Sangster

I've just had £2000 charged to my credit card for a holiday at the Riu Vista Mar later this month that Riu cancelled because the Vista Mar was not refurbished in time. I've told Riu back in July that the alternative was no good and again last week and they have still charged me for the full holiday. They wouldn't refund me for the flight taxes that I lost as a result of their hotel not being available, so I'm out of pocket anyway. It is a terrible experience and now I'm wasting time trying to resolve it.
I'm never staying at a Riu hotel again - I'll take my custom elsewhere.
Booking reference WRC03W14
regards
David W.

We are now former Riu customers for 27.50$. We stayed at the Riu Plaza in Panama on Sept 1st and we made a mistake on the reservation, we indicated only one person, while in fact we were a couple (2 persons). Because of that we were charged 27.50$ more for the extra person. However, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. When we were there, we were on our way for 2 weeks at the Riu Palace Aruba, we did not have time to argue and paid the extra charge. When we got back, I sent a note to customer service and was lied to! The first response I got was that because we were 2 they needed to change our room and the new room was more expensive. We had booked a deluxe double room, it fits 2 persons of course so it was obviously not true that they had to change the room. We did not ask to change and we were not offered to change. Not being satisfied with this reply, basically a lie, I wrote another email and this time the reason I was given is that the 27.50$ charge was for a "night pass" for the second guest to enjoy the facilities. Well this is another big lie because as I've mentionned earlier, if you go online on Booking.com or the Riu reservation web site, it's clearly stated that the price is exactly the same for one or 2 persons. There's not night pass, and no breakfast included. The only thing I ask of you is that you talk to your customer reps and make sure they are honest with customers. It's totally unbelievable that they would tell things to a customer that the customer can see is a lie. This is very very poor customer service. Because of this you have lost 2 very good customers, we have been to Riu in Mexico several times, Riu in Jamaica, Aruba and Panama of course and we were going to NYC this week end, I've now cancelled this booking and we were planning to go to Los Cabos this winter, we will go but sadly not at Riu. If you want to see how much we liked Riu, go see the last post I've left on Trip Advisor.

https://www.tripadvisor.com/ShowUserReviews-g147249-d151277-r529705100-Hotel_Riu_Palace_Aruba-Palm_Eagle_Beach_Aruba.html

16/09/17---1/10/17 REF 4462255, Hi i have just got back from a two week honeymoon to mexico. to which i was very disappointed, we up graded our seats to premium and was unable to use the VIP lounge in mexico when we had paid for it!also the hotel flooded every time it rainned, the entertainment room roof fell in, there were towels, buckets everywhere all over the hotel!and to top it of we were hoping to get a up grade as we were on honeymoon but we understood the hotel was full, we asked on our second week if there was any chance we could get an upgrade the said no the next morning we had a note under the door to say we had been given a free upgrade to which we were really happy so we had to be out of the room by 11am and could go to our new room at 3pm, when we got to reception at 3 to get our key to our new room we had only been moved to the 8th floor SAME room!we wernt expecting that as we would of stayed where we were instead of spends a hour re packing our suit cases, this was ment to be our honeymoon to which we had saved hard for, im real unhappy with all of this and i hope to hear back jo

Dear Sonia
It is with huge regret that I find myself in a position where I am having to escalate an incident @ the Riu ochi Jamaica resort that I frequent.
On Friday 22nd sept at @18:15pm after returning from the beach items of clothing namely a bra, vest top and bikini bottoms were placed on the hanging rail provided on the balcony, only to find the next day that these items had been defaced by ongoing works on the resort.
Although a sign is displayed on the ground floor level of each lift notifying guests of work being carried out between 9am-17pm there is no disclaimer stating that your property is at risk of damage due to these works especially out of the time stipulated!
The fact that the items were place in this area after the time stated therefore leaves the hotel liable for this damage at a value of £68 to replace.
Housekeeping had tried to clean the items to no avail and as much as this was appreciated it's far from a resolution.
I look forward to a very swift 24 hour resolution to this matter as I leave the resort on 26th September and do not wish to have to deal with this matter when I return to the UK and resume normal daily activities.

Yours faithfully
Rebecca Gentles

Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

My husband and I are staying at the Riu palace punta cana. As I am writing this there is a cockroach making it's rounds along the bar top at which I am sitting. Not to mention the 3 I had to kill in my room last night. I am aware that there may be pests by a beach but to know that they are on and around the food that is being served makes me gag. I had a wonderful time at the Riu palace Aruba last year no complaints but you pay for what you get. I am really disappointed by my experience here. As soon as I walked into my room there was an overwhelming smell of mold accompanied by spots of black mold on the walls all over. I tried to call room service last night only to find the phone does not work and the jack doesn't even have power. I have been looking forward to eating at Yokohama for 2 days and guess what? IT'S CLOSED. The icing on the cake is that my poor husband is stuck in our room with food poisoning from the Italian restaurant we ate at last night because Yokohama was closed. We had to cancel our excursion for today because he is so sick. I am one pissed off puppy. Aside from all the negative aspects I will say that I do love the beach and pool and the workers are outstanding. I met up with an employee names Wilson who has been going out of his way to make my husband and I happy and the entertainment crew is a lot of fun. The food and the room meh...

Well this is the most [censor]Tiest riu ever, spoken to several people who got a food possioning here. When I went to dinner at las dunas a girl fainted and rolled over in her own vomit, I asked for a wet towel but the staff here didnt get us one. I needed to go to reception to complain and get a wet towel, by the time I got back the girl was gone and nobody could tell me where she was and of she was okay. The staff "mileiza" (a girl who works here but doesnt give a [censor]) told me she doesnt know where the girl is, when I asked here how come she doesnt knows and if she doesnt concerne about here guest she responded "I work for the money". Im so disgusted by this hotel and riu is a done case for me. Later on when I went to the buffet I could see a possible reason why the girl was sick, it was full of buggs. Ive been to lotw of riu hotels but this one is a nightmare, I wouldnt reccomend it to my worst enemy.

Currently on vacation at Riu Sri Lanka and after returning from our day out received a call from our Tour Company informing us that our fantastic tour guide had been attacked outside the hotel-barrier gates and badly injured by the local guys that hang around on the beach and quite frankly are an absolute nuisance. They spend the day harassing you to the point where you can't even enjoy sitting peacefully on your balcony watching the ocean. I am absolutely disgusted that security stood and watched and did nothing to help...

I would like to make a complaint regarding my experience with my overall holiday,

On arrival to the hotel i was shocked to see so many cats around the hotel( around 30 to 40), they were all over the complex and even in the canteens and restaurants, they were sat on the chairs and there were cat hairs everywhere, surely this is not hygienic, not only am i allergic to cat / dog hair which makes my eyes very soar, but the hotel seem to cater for cats as we did notice cat cafes all around the hotel, I was very disappointed, surely this should be stated on the holiday booking page,

Look forward to your reply

Thanks
Darren

On the 24th of September sunday morning at the riu ocho rios Jamaica I found a cock roach running through my hand luggage as well as on the towels in the bathroom. I made a formal complaint to the front desk and little to no attention was given to this, they didn't change my towels or show any form of urgency or concern to this matter. This is go against health and safety rules and regulations in a 5 star hotel that such an unclean insect should be in a hotel room. Worse running all over my clothes in my hand luggage.
I would need compensation for this because the lack of customer care service is very disappointing and poor sanctions I will be leaving the hotel today I will like a prompt and favourable response from the hotel

Regards
Deane

Hi arrived at riu karamboa 14t sept 2017 for 2 weeks...

Its rated a 5 star but closer to 3 im all honest. Its not the first time ive stayed at riu..

Firstly we took our 9 month old baby so we intented using the childrens area where its quieter.
So we arrived the complex is massive and everything is a long walk,
Sowe went the childrens area and got all.stuff out. Toys. Boats u name it.. we wnted baby have a great time.. we soon realised there was no toilet area outside for children or parents to use. There is a mini club there with toilet and water drinks inside but the opening hours are very limited.
We soon realised there was no drinking facilites at childrens area.. now.i needed see someone.. so i wemt to our thomson reps who were shocked by the outcome amd didnt realise that was the case.. so they assured me they would speak to management at riu.
Later than evening i spoke with reps who looked a little red faced.. they apologised and said they speaking with riu but they were not interested and were understaffed etc..
I was shocked at that and i must admit i didnt quite believe it.
So the next opportunity i got i sat by the reception and waited for manager at riu..
I waited patiently for management and soon one arrived..and asked for answers as to why he was not interested.. he said thomsons had not made him aware and he will sort issue out immediantly.. and make sure kids and parents have facilities open all day.

I came away happy and told me wife and all the young familys around tbe childrens area the situation.

However roll forward 24 hours and the situation was the same
So this time i went upto reception and requested a manager who i spoken with previously his name was Judn ddniel. I know this as i asked him to write it down on paper.
I aske him again. But this time he became infuriated and tried telling me he was understaffed and had other areas of concern.
Surely children need drinks facilities amd toilets in place. I asked to see his manager. He bacame short fused and began to walk away. I said. Im.a paying guest and i hae health and safety co cerns for children in that area. He shrugged his shoulders and said u can usethe restaurant at the pool side or the reception for toilets. I said.. its 5 mins walk with baby. I have pack.all equipment away and put shoes on etc.. and tshirts for restaurant.

The air conditioning also didnt work until last night.. so we had 8 nights of torture.. red hot. To the stage where baby had to be showered every night at 1am awhen waking up hot.

Recption promised me the issue had been resolved.. but eerynight was same.. half te hotel were complaining.. and eventually t was sorted.

There is no.where near enough beds around normal pool an alot are broken too.

I will say the staff were fantastic though apart from the manager who i dealt with.

Look forward to your reply
.