RIU Hotels & Resorts
Reviews and Complaints

To whom it may concern:

This is a written explanation and complain directed to a RIU resorts Management.
.

On January 1st, 2017, I was residing in RIU Palace Peninsula in Cancun, Mexico. After
A sea food dinner, I started to have very bad cramps in my stomach. Around 2;00AM I have
started to vomit and the cramps intensified to the point that we decided to call for a Hotel doctor.
I need to mention that we had very early flight back to USA (6;35AM). The doctor came after about
40 minutes and applied several treatments that eventually stopped the vomiting and reduced my
temperature. I was able to function well enough to get to the airport and proceed with my return home. However, for next couple of days I have felt very weak. Also, I want to mention the fact that this Doctor took “by accident” my passport with her. It caused tremendous amount of frustration, nerve racking last minute situation before our flight back to the States.
This was my 4-th stay in one of your resorts. I was impressed by the service, by the elegant look and everything that used to make my vacation very pleasant in your resorts until that particular night. The service desk people were not too helpful and they totally ignored the fact that my passport was basically “stolen”. Also, for my husband remark that I got the food poison at the resort their respond was very unacceptable. They said that I had to have too much to drink. I might add that I don’t drink alcohol for the past 12 years and definitely that was not the case.
In general, I was very unhappy with the departure from RIU Peninsula in Cancun and promised myself that I would never return to any of your resorts. However, I decided to give RIU one more chance to reestablish the great opinion that I once had about your resorts and I am going to return to one your resorts in Riviera Maya. I am taking several friends with us this coming winter. We booked the vacation for 7 people in January 2018 starting 01/07/2018 and lasting until 01/15/2018 in RIU Tequila. I hope, I will be able to enjoy my stay along with my friends as much as we used to in the past.
Thank you for your cooperation and consideration

Sincerely
Margaret and Slawomir Zdzieszynski

A few months ago I made reservations at the RIU Santa Fe in Cabo San Lucas, Mexico, for the week of September 9th thru the 16th for myself, wife, daughter and son-in-law. Upon arriving at the RIU Santa Fe we found the resort buried in mud due to hurricane Lydia. Our driver called and was instructed to drop us off at the RIU Palace next door. We walked in the lobby only to find that this resort was also closed. After talking to a clerk at the front desk, we were told that we would be relocated to a different resort, the Royal Solaris. I asked about transportation and was told that we would have to pay for a cab to get over there. My first complaint is that the RIU did not notify me that the resort was closed. I was in the reservation system with all of my contact information so THERE IS NO EXCUSE FOR NOT BEING NOTIFIED.
My next complaint is in regard to the 2nd class resort where we were relocated. Ocean swimming / water activity is prohibited due to the ocean conditions year round at this location. Food services were inadequate especially with one of the specialty restaurants being closed the length of our stay. Three of the six days we were there (we only stayed 6 nights) we had to call repeatedly to get our room cleaned. We attempted a tour booked through the Royal Solaris and it too was for the most part a disaster. Tour staff were rude. While the management of this resort is not the responsibility of RIU, putting us up in this 2nd class resort was the responsibility of RIU.
We were told that the RIU Palace reopened so a part of our vacation could have been salvaged but when I called the RIU Palace to ask about moving back they said they didn’t know how to do that. Yet other guests at the Royal Solaris advised us that they were moving back.
We have stayed at RIU facilities in our past travels numerous times. We stay at RIU because we expect a higher level of quality and services. I expect to be compensated for this travesty. If you want to keep me as a customer, please provide me with feedback to this letter.

just come back from 2 weeks at cabo verde palace sal. All i can say is thank god i have experianced having stayed in spain and the carribean in your hotels as if this was my first time i would never return.The staff are rude you have the odd good ones julieanna in resturant lovely and the pool towel guys who take some stick.The maid was dirty and our room was not cleaned as it should have been or the mini bar filled up every two days i had to ask on day three as we had no refreshments in our room.Towels placef om sun lounges at 5am but not used until after lunch.Food chicken and fish raw resturant manager acknowledged it tock lur toom numbers to leave us something in our rooms for bringing it to his attention never got anything at all so poor customer service.Drinks watered down with water at pool bar witnessed by ourselves to make it go further merengue cocktail.Sickness and diarrhea epidemic 9 out of every 10 people we spoke to sick for up to 9 days and going home ill needing tests but no one at the hotel or tour company or reps said anything it was word of mouth and seeing it with our own eyes.When leaveing to go home rooms being fumigated beforr others went it and to kill the cock roachers mosquitos and over run by flies. The hotel needs closeing down and deep cleaned to stop the epidemic before it turns nasty. The staff need to learn how to talk and treat customers and come up to scratch with the riu name. Touareg in boa vista could teach them as this hotel was excellant all the staff the grounds men maids the food entertainment staff brilliant
I feel very let down by riu that this hotel has not been addressed at all as i am sure others have raised the same serious complaints.This hotel spoilt my holiday and my faith in the riu chain ? if i will ever book again with you so sad 😔

I traveled to the Riu Palace in Carbo San Lucus during the week of 7/11/17 - 7/17/17 for my friends wedding anniversary-We reserved a junior suite with double beds with an ocean view. What we got was a hotel room with a single bed. We headed to the front desk and spoke with a VERY VERY UNFRIENDLY Yanya. When we told her that the problem was her response was "we do not have a double bed, we only have that one". I told her it was unacceptable because it was not what we requested nor is it what we paid for. She basically said there was nothing she could do and that we had to wait until the next day to see if another room became available. I said no because the room we have is not what we paid for and we wanted what we paid for. She said your request is at the hotels availability and a double bed suite was not available. I asked for a manager at which time with a attitude she indicated that she was the manager. She then told us that we had to speak with our travel agent or the "rep" at the hotel about the issue.

The pools closed at 6:30 pm and the bars closed at midnight. Even though we had drink dispensers in the room we did not plan to spend all our time there.

The 24-hour whatever it was had old food and news tv; not my idea of entertainment. There was hardly any entertainment; we basically had it entertain ourselves.

For what it cost to stay here you would like the staff would be more friendly and there would always be something to do.

I traveled to the Riu in Montego Jamaica from 9/13/17 - 9/16/17-Upon check in I remarked that I recently traveled to Carbo San Lucus and stayed at the Riu palace and what a bad experience I had. We this was much of the same. My initial room smelled like someone had left trash in the room for days and closed the windows. When I walked into the room the smell took my breath away. After speaking with the front desk I was assigned a new room. The bed in the room was like sleeping on the floor and the "sheet" was a curtain used as a sheet.

Food-it was the same food EVERY day. It would have been better if there was a variety of choices. The food in the 24-hours bar was old-it looked like the food had been left there for a day or so.

The WI-FI did not work in the rooms nor did it work outside the room. I had to make several trips to the front desk to get help with logging in.

The pool was dirty. There was a film floating in the surface of the water. There was a lot of sand on the bottom of the pool. There were tiles missing for the sides of the pool. None of the jets worked in the whirlpools.

There were cats roaming all over the resorts. There were in the eating areas as well as the pool areas. One of the cats drank out of my cup, EWW.

For the last 2 days of my trip I had to shower in cold water because for some reason there was no hot water on the resort.

These were the worst vacations I've EVER taken. I really regret that we chose to stay here.

I regret to write to you however your staff has left me no choice.
Having travelled to all continents which include numerous countries and various hotels i was shocked at the service i received in your Riu Montego Bay resort.
Upon our arrival we were rudely asked to give tip for our luaggage. I believe tip is optional maybe i was mistaken.
Once we got to our room with our 5 month old son we were welcomed by flying ants all over the room. We immidiatley left the room scared one of us might get bitten. It was 10pm we called reception and we got a new room after calling 3 times. We finally got the room on the first floor which smelt like mold. There was no appology except for cold remarks like ' you got a new room'.
We spoke to the general manager of the resort Frank Sondern and were quickly dismissed.
I understand that i am not the only concerned human with a baby but this is unacceptable.
This is not a 5 star and I am willing to bet that the only reason why you are getting 5 star reviews is because mostly Jamaican's are leaving them.
Your decor is outdated and you havr mold throughout rooms. Riu can not come close to a 5 star especially due to poor customer service.
I would definetly not recommend this hotel, Jamaica to anyone as i feel that you are taking peoples money for a 5 star yet giving a treatment of a 2 star.
I hope this email finds you well and hopefully someone will wake up and do something.

Hello,

We are very saddened to hear about the severe damage as a result of the tropical storm at RIU Santa Fe and we hope the recovery process is underway. However, we are writing to you to express that we are immensely dissatisfied with the treatment we received and the handling of our reservation by the RIU Santa Fe.

My friends, Kelly & Jamie Barnes included in this email, along with a group of 10 people from Chicago were booked at the RIU Santa Fe from September 3rd - 10th, 2017. On Saturday September 2nd, we (myself and Mrs. Barnes) received a distressing email about the storm and that our reservation was cancelled. Being somewhat familiar with the hotel industry, I was aware that in situations such as this, guests are transferred to another hotel. I contacted the "Supervisor Call Centre" to discuss the alternative hotel and also followed up via email regarding an alternative accommodation. We were told there are no other hotels and the only option presented to us was to either change our travel dates or change our destination. For various personal reasons, neither option was acceptable. With less than 24hrs to our departure, we scrambled and ultimately found another hotel, the Paradisus, and eventually joined the rest of our party from Chicago. We later came to know that this is the hotel that several guests were referred to by RIU at no extra cost. Throughout our stay we heard from various guests that they were transferred by RIU to Paradisus at no expense and seemingly no issues with the transfer.

We have seen and read numerous social media posts which are obviously very damaging to the RIU reputation. Before we post about our own experience we are respectfully asking that RIU consider reimbursing us for the differences in the extra cost that we had to incur through no fault of our own. We attempted to find affordable rooms and comparable to the RIU Santa Fe as best as we could given the short notice. The breakdown of our costs is as follows:

Kavanagh:
Asking for reimbursement of $1, 030.93 USD

Barnes:
Asking for reimbursement $1, 561.91 USD

We believe our request is very reasonable and fair. Given that we had specially asked for other recommendations, was told there was none, only to find out later that several guests were transferred to the Paradisus by RIU at no extra costs to the guests. RIU in the past has been an exceptional hotel and we have recommended your resort to many friends. We are extremely disappointed in the lack of communication and service surrounding this event. We are giving RIU the opportunity to correct this wrong and restore our faith back into the RIU.

We ask that you respond within 5 business days.

Look forward to hearing from you or your insurance carrier.

Sincerely,

Ashlinn Kavanagh

And

Kelly Barnes

To whom it may concern

I am currently staying at your Riu Tikidi resort in Agadir, Morocco. Unfortunately me, my partner and one year old daughter are all suffering with illness since our fifth day at the hotel. We believe this was caused from the food as it has the same side effects as food poisoning. The local Chemist also advised us that all the symptoms match up to food poisoning. I have had to purchase several items from the chemist for all three of us and we have had to cut down to basic meals and fluids. I tried to find a rep at the hotel but haven't been able to get any assistance so i have just informed the main reception and multiple staff in the hotel who have been more than helpful. I feel like i have to make this an official complaint to yourself as its not just mine and my partners health that has been effected but also my daughters who is now not eating at all. We are all feeling very unwell and not enjoying our holiday as a result.

I hope to hear from you soon

Kind Regards
Thomas AndersonV

At the riu hotel costa del sol at 02:15 on the 9th of September we received a phone call to the room which we did not answer due to the fact that we thought someone was prank calling us, to then get a knock at the door as I went to the door wearing little clothes a man who was a hotel staff member let himself in the room and said that the tv was to loud the neighbours can't sleep. Bearing in mind the tv is capped at a certain volume and it wasn't reaching that volume. I said ok and he said if you don't turn it down now or off or I will come and do it. I think this is inappropriate behaviour for a member of staff to let themselves into a bedroom during the night, it frightened me and I felt that I should have been able to answer the door myself not have a male member of staff entering making me feel uncomfortable.

riu Palace, cabo san lucas, mexico, I made my reservation in late May 2017 for 2 guests arriving on August 26, 2017 and departing on Sept 2, 2017. using cheap caribbean.com. My reservation was for a king Size bed in a swim-up room. upon arrival to the resort, I was given a regular room with two full size beds in a non-swim-up room, this situation was fixed at the front desk at an additional cost of $400.00 dollars. then, the resort was hit by hurricane estel, Electrical Power went out leaving the resort guests to fend for themselves, the management staff never sent any staff to check on guests, the elderly, or even look into families with small children, asking if any guests needed or even offered flashlights, glow sticks, or even candles. when staff was asked about basic needed items, management was nowhere to be found, staff had no answers to simple questions for example: how are meals going to be distributed, fresh water, how would toilets be flushed. we were left with no answers to basic questions. when management became available we were treated with rude tones and facial expressions like they were being bothered by my questions. I have been caught up in hurricanes before in other resorts never with RIU, and the resorts followed emergency plans, they communicated with the guests on how to do things and where to go. guests were checked on regarding basic needs. given basic supplies in order to ride out the storms / hurricanes.
RIU Palace in Cabo San lucas was very disorganized, some staff members were even observed leaving guests stranded with no direction what so ever. a substantial amount of money was paid for an enjoyable vacation at your resort but what we walked away with was an experience that left a very sour taste.

On July 29, 2017 my girlfriends and I stayed at the Riu Palace in Punta Cana. Upon arrival, we tried to check in (about 12 o'clock) because we had switched to an earlier flight being told we would be able to check in. When we got up to the desk, the gentleman took all of our info, opened a map and said, "your room is over here, it is a terrible view, but for a small charge we can get you a better view" we decided we weren't going to be hanging out in the hotel room so we did not care about a view. After telling him we were not interested in the upgrade, he told us we could not check in until 3. So we decided to get something to eat at the buffet. Unfortunately the buffet was not open yet so we had to take our luggage and walk around the resort until some where with food opened up. We go back at 3 to check in and we go to our room (with no help to find it). After unpacking our bags we went to turn down the airconditioner because it was very warm in the room. It did not work. The view was of the roof off to the side. We then went to put our stuff in the safe and the safe was broken. We called and asked them to repair our safe. He told us he would be up in a minute. Almost two hours later still no one came, so we decided to see if we could still switch to a different room. They told us it was $150- which we ended up paying because we needed a safe. The front desk attendant got us a new room. We asked if we should come to the desk to pay and he said no. We gave him the money, and he put it in his pocket once we got to the room. There was no transaction (which at the time didn't think anything of) but we realized it could affect our check out. Now, we wasted our entire first day because we went to the pool at 615 and it closed at 7! That is something that should be advertised because we specifically booked this resort due to the swim up bar, but had to use it before 7! I wish the complaints stopped here. The food at this resort was absolutely horrendous. We walked out of 2 of the restaurants due to it being inedible. Not only that, but even the buffet wasn't anything to rave about, which is fine because you don't expect much from a buffet. On our 3rd day there, we met a couple with children and were talking about our experience here, turns out that they put this couple in the same room the originally put us in, and charged them the same thing for the upgrade. Is this a ghost room that is used to get your guests to upgrade? Our last night there, we hear a knock on our door at about 1030 pm, we open it and it is housekeeping. Why is housekeeping coming so late? It was very strange. After this experience, I do not think I will every stay at a Riu resort ever again, and after talking to many people about it, they will not either. I do not feel like I got my moneys worth at all, and to me - this entire trip was a waste of money.

I have recently returned from my family holiday staying at the Riu Sri Lanka. Upon arrival i was very pleased with the standard of accommodation and facilities offered at the Riu. Having stayed at a Riu hotel in the Dominican Republic on a previous holiday I decided to book the Riu in Sri Lanka. I particularly enjoyed the choice of dinning options including the a la cart restaurants. I booked my hotel direct with Riu having visited the website. The choice of restaurants stated on the website was two buffet, Italian, Asian and Steak restaurants. I travelled with my Husband, Daughter and my Son, this was a special celebration for my Sons 21st Birthday and his graduation. On my first day Monday 21st August i tried to book a table for one of the a la cart restaurant and was told it was full and the next available day to book would be Tuesday 22nd August in the Italian and none of the a la cart restaurants would not be open until our last night which was 27th August. I booked for the Asian restaurant for that evening. I was extremely disappointed with the lack of choice of restaurants for five of our seven days we had to dine in the buffet restaurant three times a day, which became very monotonous and boring. I complained to the restaurant manager and was told this is due to the amount of Sir Lankan people staying at the hotel. The hotel was very busy towards the weekend and the queues were horrendous at every meal time. I am angry at the lack of dinning choices a big part of my holiday is dressing for dinner and being served in a a la cart restaurant. If I would have known this I would not have paid nearly £1.900 to eat in a self service overcrowded and noisy buffet restaurant 19 times. I feel i would not stay or recommend a RIu hotel again and was very disappointed with the overall dinning experience.

Reservation ID RNT28DF0. Booking for 2 rooms, New York Times Square, 18-25 August 2017.

I made a booking on 30th March 2017 for 2 rooms at this hotel. I paid via a debit card for the rooms at the time of booking, so RIU had full payment for the rooms and there was no outstanding amount to settle. I received an invoice confirming that the rooms had been fully paid for.

The total amount for the rooms was USD 3, 008.86 with an additional facility fee to be paid at the hotel of USD 182.92. In March, this equated to a cost to me of £2412.07 (minus the facility fee). I also incurred bank charges of £72.12 for the international transaction.

My debit card expired shortly before arriving at the hotel and my bank had issued me with a replacement. When I arrived at check-in, the hotel demanded the original debit card, even though I explained that it had expired and I presented them with the valid debit card for the same account. Plus a credit card to cover any additional expenses incurred at the hotel during our stay. Plus a passport to confirm my identity. Plus the rooms had been paid for in March.

After travelling for 12 hours from the UK, imagine my surprise, disappointment and upset to then be told that my reservation had to be cancelled as I did not have the original debit card. (Your conditions by the way state that the credit card should be presented - but I did not make the booking with a credit card). The desk told me I had to re-book there and then the same rooms and pay for them using a different card. I would not be refunded for my original payment until 6 days later. Fortunately, I had enough credit on a credit card to cover the booking and I was forced to make another payment and another booking. Otherwise, what would have happened? And I repeat again, the rooms were already paid for and RIU had had the payment for them since March. As you can imagine, this was very distressing and not the reception or customer service I would expect from RIU.

Since I have returned, I have now received a credit card bill. I have been charged £2, 498.41 and additional bank charges of £ 68.71. This did include the facility fee of £150 (USD 182).

The refund I eventually received of the original payment was £2, 329.25. This therefore means that, with the additional second payment and associated additional bank charges, that we are out of pocket by £237.87 -
or £87.87 if you minus the facility fee. I am therefore requesting that you reimburse us with at least the £87.87 as soon as possible. We should not be out of pocket. We paid for the room back in March and should not have had to incur this additional expense. The actions of the hotel were unreasonable given the circumstances.

I would also like to note the local additional facility fee is also an additional tax effectively. All we received for this was one bottle of water per room on the day we arrived and that was it. Plus access to the business centre. This is not worth £150... we could at least have had a bottle each day...

I would finally like to add that we have been a good customer of RIU over the years, staying in many of your hotels. I don't however think we will be so keen to stay in one next time...

I have emails and invoices if you need them

Sally Kendall
[protected]@gmail.com

I started thinking maybe a 3-star property. But after our first day, I was down to 2 stars than 1 star but I could not do that because the propriety itself is nice could be better but nice. We have been to nine All Inclusive properties. Five in the Cancun area and Four at various location in the Dominican Republic. All five in Mexico had better service, The RIU has the worst service out of all of them by far! If you never been to an all inclusive you will be wowed. However, we have been to eight before this and a few of the best so we were not wowed even a little bit. Most resorts the workers speak some English this resort had very few that understood any English. Good thing my wife speaks fluent Spanish.
I will very honest with my review. This is the longest one I ever wrote. First, let me say do not panic if you booked this resort already just keep what I am telling you in mind be prepared and speak up.
SERVICE like I said the service is the worst I have ever experienced.
The front desk: They are rude and useless in many ways. We need new room keys 6 times because they stopped working, each time they blamed us for either swimming in the water with them or putting them next to our phones. Really? Both of us 6 times? When I told them that no one was restocking the mini bar. They come around every other day I knew that but each time I had to go to the front desk and tell them no one came around. They accused us of putting the do not disturb sign up which I told them we do not even have one! Each time the mini bar guy came up (after going to the front desk) we gave him $5 all 3 times they almost left the whole cart! When I complained about the service to a manager his only response was we will note that.
The waiter's and waitresses were also horrible. 50% of the times they never even got us a drink 80% of the time they never got us a refill we just did it ourselves. And we ALWAYS tip. Also many times they did not remove the dirty dishes so I just put them on another table, Maybe that is not right but I was getting pissed off.
The only restaurant we got good service at was the Steakhouse (see more later)
One time we ordered 2 Pepsi lite (diet Pepsi) we received 2 beers! On and on this went.
The bartenders were good (We do not drink any alcohol so I can not tell you about the drinks quality)
Here and there we got good service.
The maid we had her service was great no complaints at all. The room was always clean and fresh.
FOOD
The steakhouse is the best place. Best service and the food is really good. That was our go to place.
Italian restaurant you need to get there by 8 or you may have to wait. I would not really call it Italian food at all, the service was bad you could wait all day for your drink unless you get forceful, which you do not want to be like that on vacation.
Buffet the food does not label the food well. Which you may not think is a big deal unless like my wife you are allergic to shell fish, then it is a big deal. The food is average at best. Same food every night and as I said the service is terrible.
We did not try the other restaurants.
Best hint: For lunch go to the out side seats and look for the grill by it self back by the steak house. Fresh food will cook it for you fewer lines way better than the food at the buffet.
24-hour sports bar do not eat the food! They only have sports fox sport. All I ever saw was WWF wrestling and soccer and off road racing some baseball scores. Your better off taking a snack out of the buffet for later.
SHOPPING
We went to 3 places. 1 was offered my Apple Vacations it is billed as a souvenir place that makes cigars and rum. The transportation there is free you just tip the driver. But once you get off they try to hook you up with a guide who wants a tip, who will take you to the cigar making and rum making and each place want's a tip. There is also the chocolate making. For only $30 you can make your own 4-ounce candy bar! The souvenir place is a tourist trap with over priced merchandise.
They also run a bus to the San Juan Plaza. It was free now it is $6 each person round trip plus tips. When you get there you have to go to 3 stations and get your ticket stamped. (At least you did when it was free) It is a waste there is nothing authentic about it at all. They had a handbag that my wife paid $5 for in Jarabacoa D.R they want $85. The third and best options were like a flea market just a few minutes from the hotel. You need to get the hotel to call and they will pick you up and take you there for free just tip the driver. This place is more authentic. They will all chase you down and most stores have the same things. Make sure you negotiate the price with them you should be able to cut most prices in half.
PROPERTY
The property is nice there are 3 pools 1 is for partying the other 2 are quieter. They are all nice 2 of them have bars and plenty of chairs.
You will be given towel cards do not lose them! You might want to save your towel so you can get a good place on beach or pool people are down there by 7 am reserving the best spots. Once our towel was stolen. There are plenty of chairs
The beach has a lot of sea weed. Every morning they rake it and dig a hole and bury it right in front of you! The sea is very rough I would not go far out at all unless you are a decent swimmer even then the undertow is very strong. One guy almost drowned there are no life guards. There is so much seaweed my bathing suit pockets were filled with it!
The room was okay. Smelled a little bit we always bring air freshener. The bathroom is a decent size double sink and the shower is nice you do have a balcony. There is only one receptacle in the living room/ bedroom bring a power cord. There are also two USB ports next to the beds. The TV has about 15 English channels including ABC, NBC, FOX, CNN, TBS and a few others. To me, the bed was not comfortable but my wife was okay with it. The pillows are very tiny and not very good. There is a coffee maker and hair dryer.
Our room was over the theater it was not that bad some noise. Construction really does not interfere with anything.
Wifi is great you can get it everywhere but the beach can not complain about that at all.
SPA AND FITNESS
No one tells you but there is a men and women's locker room at the spa you can use for free there is Sauna and shower in the room two co-ed pools one warm another cold they are small and you can watch people walk to their rooms. However, the Spa services are hit and miss. My wife went for a 60-minute pedicure that was 45 minute by a women who said she has never been trained she learned by watching and you could tell. I got an 80-minute massage that maybe 65 minutes and I wanted a Lomi Lomi she gave me a Swedish even though I told her. $145 it cost I was mad complained they got another girl to give me another 25 minutes of Lomi Lomi she was good I went back to her.
The fitness room is small it can get crowded. It was very hot in there and a few times there was no towels. There is some cardio equipment a few free weights and some universal machines.
ENTERTAINMENT was not so good. The best night was the game show night with the audience. Even then they embarrassed a heavy set girl to no end. The entertainment team is okay I have seen better and more personable teams before.
I know it is not the hotel's fault but there seemed to be a lot of rude people there. My advice is if you did not book yet do not book this hotel, book a resort in Mexico. If you did, go and enjoy yourself just stay on top of things. BTW they smoke everywhere, pool, restaurant, theater everywhere. Feel free to contact me with any questions.

Early this year we booked a packagage holiday for three people to riu Yucatan in Mexico. The dates were 28 June to 12 July. As we foster we paid £777.00 additional single supplement for our foster daughter to have her own room, a month before we travelled her best friend asked if she could join us on the holiday, thomson couldn't add her on to our package holiday so we independently organised the travel. When we arrived at the hotel we expected to pay the additional cost for 14 nights stay minus the £777. The hotel told us that as thomson get the supplement that they couldn't deduct the amount and charged us the full price which at the time was £1321.62 plus a credit card charge of £36.34 as they wouldn't accept the cash that we had brought. We initially paid £5396 for three of us and believe that as neither room was solely occupied we should have been refunded the supplement at the time of booking. Please refund the additional single supplement as both rooms were double occupied. We have all receipts from the hotel and are also riu members number [protected].

Currently staying at riu Montego Bay Jamaica, room 2106 which is suppose to be the family section and for 4 days into the vacation everyday about 6 times for the day the fire alarms keep going off for more than 10 mins at a time. My family and I arrive on Friday august 18, and it has been nothing else but disappointment with the food and Very poor customer service that we are currently receiving from some of the staffs, THANK GOD for the few staffs like Kayann that serves in breakfast- she is amazing and Obrian who went above and beyond to help us out, BUT the rest of the staffs are rude and don't know how to appropriately approach or speak to the guests, so many other guests I hear complaining about the meals from breakfast to dinner, the jerk hut is the only meal of the day that is deliciously satisfying and the reggae day dinner was superb, dinner at little Italy was amazing on Sunday. Everything else is terrible to taste and unpresentable to the eyes.
My husband and I went to Mexico riu Palace Las Americas last year march for 7 days and it was off the chain, we had the best time of our lives all good memories, but from the moment we got there till we leave and because of that we decided to come to Jamaica and stay at riu Montego Bay and I have so much regrets, we're checking out on 8/26/2017, if we could afford to cut our stay short and go back home we would, it's been truly unpleasant staying here and have more bad memories than good ones thus far, and have 2 more days to go. I honestly don't think I will stay at another riu again or come back to this riu Montego bay Jamaica not even if I get offered a free week.
I hate giving bad reviews and complaints but my husband and I worked so hard and sacrificed so much to save up for this vacation and have this kinda of experience for almost $6000 Canadian dollars it's hard not to complain.

I have never been any where in my life and been spoken to like a piece of trash.
Miss grizzle security manager is so rude and she does not how to speak to guests the right way.
She made me feel like trash because of the way she was speaking to me and she Really comes of aggressive and very intimidating.
Tracey house keeping manager the same problem, she comes off aggressive and intimidating also and the way i see the both of them talking to guests and there staff members is really out of order and something needs to be done.
The rui montego bay is a nice place, but some staff need to know how to talk to guest and there co workers

Hi I've just returned from a 10 night stay at the riu funana with my family we arrived on the 06/08/17 and having already stayed at riu hotels (riu tequila riu Vallarta )i was expecting a mini bar in r room with water soft drinks and local beers but we only had water in r rooms and on a couple of occasions I had to fone reception to request some bottles to be sent we were staying in rooms 8032/8048/8049 and my father in law was moved to 8114 after 5 days because of illness the whole family was subject to stomach cramps diarrhoea and vomiting I myself am still suffering with diarrhoea 2 days after arriving home when we spoke to the manager of the hotel after a week of illness we were informed we should of been staying at the riu palace which was the funana before it was renovated the dining room staff were not making people use the hand sanitizer until the illness had got a grip on the hotel the cleanliness was disgusting the waiters wer wiping the tables with dirty cloths and not using any cleaning solutions the sun loungers around the pools were dirty but the day before we left the staff started cleaning these the hotel is advertised on the Thomson holiday site as having a beach/beach bar (these are at the riu palace ) the images do not resemble the accomadation we stayed at I am totally disgusted I will be very reluctant to book any riu hotel for my future holidays I work hard to earn my money to book my holidays and therefore expect value for money and this holiday was far from that especially after being told by the manager we should of been in the palace we returned to the uk on the 17/08/17I would like to have some feedback to this complaint thank you JAMES WILLIAMS

Hi, me and my family have recently returned from a two week stay in Cape Verde at the Riu Toureg hotel. On my second day I slipped and thought I'd broken my arm. The onsite doctor you have there took me to the local clinic for an X-ray (unassisted). On return to the hotel the doctor looked at the X-ray and said I had broken my arm, stuck a needle in my backside for swelling and put a cast on me. (Arm) On return to England I went straight to the local hospital where I was told I had broken my shoulder in 3 places.
I find this totally unacceptable especially being charged 500 euros for the privilege.
My partner and I are booked into the Riu plaza n time square for Christmas this year and if I'm honest I feel aggrieved at paying any more money to you for another stay. I'd like to know your thoughts on this please.

We stayed at the Riu Santa Fe in Cabo San Lucas for a wedding in mid July. While there (we had over 60 people staying at the resort), several of us had items stolen from our rooms. For me specifically, I had $60 and a necklace stolen, and several employees in your entertainment department asked me and some of my friends to go to some bars in downtown Cabo San Lucas with them.

> > Dear Rui, > > Im writing your corporate office because I have allowed one of your hotels in Costa Rica the Palace to reach me back. I stayed at your hotel from July 18-23 this year for my wedding. I had some problems with your staff not to mention this was the first time I have every stayed with your hotel. When I go out of the USA I normally stay with the Dreams resort always treated great and a friend referred me to your hotel and she was surprised too with the problems. > > When I arrived on Tuesday July 18 to check in my wedding package included a room upgrade I had to mention it to your staff wasnt already setup. For my wedding I had a total of 8 rooms booked. Some of my guest had problems with the liquor cabinet not being clean and at least 4 bathrooms had no mat in the shower. My mother and myself in 2 different rooms fell in the shower. I inform housekeeping about the mat in my shower never received one just got tried of asking. My mother did get mat in her bathroom but the rest of her vacation she was sore from the fall. Now the other problem with my room the balcony didn't have a screen and the door didn't close all the way without you slamming it tight. My room was 3040. My wife did a trial run with makeup and the staff stated they have no African American shade of makeup. She was upset because when she spoke with the wedding planner she insured her that your staff do all ethnic groups not true. Glad my wife had guests on our trip that was able to help with makeup for our wedding day on July 20, 2017. > > My wedding day starter off great with the ceremony at 5pm on the rooftop . My dinner was in the steak house but they didn't put the shades down so the bugs was a problem first after the shades was put down 45 minutes later. Some guest meals was not cooked properly and had to be sent back and it took more then 20 minutes to return . My reception was at the coconut bar we chosen the L shape table setting for our guest. The table was set up by water and on the diagram it doesn't show water. Whoever setup the tables up you couldn't walk around a chair to get to another chair my brother fell in water on his face. The wedding planner was there when it happen and never received towels to dry him off and my guest ask for towels they never came. The sad part my guest didn't want me and my bride to know there was a problem for our special day. My brother fell before me and my bride was introduced in our reception. The manger Benny Santos was on the evening of July 20, 2017 was not helpful at all he didn't even offer my brother Maurice Ware a wheelchair. Also your staff didn't even offer medical assistance to him even if your hotel didn't offer any they still didn't give him a number to get his own assistance. The manager that evening took a report and never got back to my brother or even call his room to check on him. Not to mention my brother stayed at your hotel from July 17-24 and he did a couple spa spent over $300 also he went to the hot springs and spend well over $400 in your casino . He was treated so poorly on July 20 after he fell . We was planning as a wedding party to do an excursion couldn't because he barely could walk and was sore. On July 21, 2017 on our way to breakfast as a group me, wife, brother and sister in law stop at your front desk to get an update of last night accident we was inform the wedding planner Susan would be in after 10am. After breakfast my brother went to his room and there was a note slide under the door from the wedding planner to check on him but when we tried to call her before 1pm she was gone for the weekend. I'm upset because after we spoke with the front desk it seem a note was slide under the door and the staff knew we went to breakfast she was avoiding him just sad with the treatment. After I heard about the note and Susan was gone I request for corporate address the front desk agent couldn't provide me with the information and I requested the morning manager his name was Borja Fernandez. While speaking with the morning manager he first made it seem like he was not aware of the incident the night before when we asked for a copy he stated it was on his desk and read part of the incident not all . I was then upset because he was aware of the problem when he came in the morning and he didn't even call my brother room to check on him or to see if it was resolved. I just feel the staff didn't care and to be honest a great trip for my wedding and honeymoon turn bad because of my problems and then my brother to be hurt didn't help. Once he got back to USA he had a sprained ankle and a bruised hip and a few black and blue marks. My brother his last two day of his trip was limited by being in his room. I just wanted you to know how I was treated me and my guests my first time was not the best and to be honest maybe my last. Being married they say your first year anniversary you supposed to return back where you had your honeymoon but my place was not the best experience in Costa Rica .. Attached is the diagram you will see that one set of chairs have no space but the other chairs have space to walk around the table. Also it states no water on the diagram. > > Sincerely yours, > Room 3040 > Sameerah O'Bryant & Charae Baulkman > > > > > > > >