RIU Hotels & Resorts
Reviews and Complaints

During my time at your hotel RIU Montego Jamaica last week, the air conditioning had gone out throughout the resort for a couple of days, i was with my 75-year-old mother and things became difficult at times. I as well as the rest of the family has spoken to the Assistant General Manager Luis Ramierz who stated that the company was well aware of the problem and to contact you for perhaps some type of compensation.

We booked to stay at the Riu Hotel in Montego Bay, I asked for a room upgrade but was told there were no rooms available so i upgraded to the Hotel Palace, booking reference WRC1HYJZ On the 6th August 2023.

The room was lovely but you could not sit on the balcony due to it being over the service area, it was awful, noisy and smoky, I was shocked at this as we paid for a garden view. I have attached a couple of videos, I have more if you want them. I upgraded to the Palace thinking it would be better but it was so very disappointing 😡

My wife & I arrived at the Baja California RIU on Friday 9/22 under confirmation RNT4VMMZ, the next day Saturday we returned to our room that night to find we had no water, the front desk assured us that this was temporary & that the water would be on in a couple of hours - the next morning we awoke to still no water with no way to shower or clean up this continued all day Saturday within a hot humid sticky environment, Sunday still no water early am, even told at breakfast that the problem was resolved only to return to the room to find still no water - the water came on briefly before going out to an outing but once we returned it was off again. At check out time on Monday morning we still had no water to clean up before our trip home.

D. Dukes

Theft of a 10k wedding set white gold with 3 k diamonds

We arrived at Riu Palace Peninsula Cancun on 9/14/23 and we had reserved a room with a king bed because it was our anniversary. We went to the receptionist and spoke with Andrea. Andrea said that the next day they will give us a room with a king bed. Next day we went to check and we talked with Marco he gave us a room with a king bed # 631 and told us to leave our luggage in our old room 493 and the bus boy will transfer everything for us to the new room. We went to the beach all day and when we went back to our room they didn’t transfer the luggage. We called the receptionist and Marco brought our luggage. When I cease getting ready for dinner and wanted to wear my wedding rings they were missing from my bag.

My husband and i checked in 8/24/23-8/31/23 didnt get the deluxe room with terrace that we booked. Had a king room, what seemed like a balcony that only had one chair, the air went totally out in our room, had to pack up and move to another room only at that time we were able to get a king room with a proper terrace that we both could enjoy which ended our 25th anniversary trip on a not so good note. Luckly one of the nights it was fairly cool out we were able to leave the door open to cool off.

we booked a package deal for 5 days and only recieved 4 because the airport was

under construction. we were offered no type of refund and were treated very rudely by the manager working who scuffed in my face rolled her eyes and told me she wasn’t helping. we spent the whole trip stressed out. we only each get one week per year to vacation so it really got ruined.

My name is retired SGT. Kabir Halim me and my girlfriend took a trip to your resort. Our floor was repetitively wet we complained three times and the service people came and fixed the situation. The problem was still happening i slipped and cracked my tooth and was temporarily unconscious. I am retired because of a head injury due to my time in service, knowing this any injuries to the head aren't good. I had a great time at the resort minus this injury.

Hello, I would like to make a complaint about your hotel and the service from your team who organise the transfers to and from the airport.

Myself and my family arrived on Monday 7th august and were seriosuly jet lagged, I managed to keep the kids awake until evening and we all went to bed so we could sleep through

At 9am the next morning my room phone kept calling and when I answered I had a woman called samira Canó talking down the phone about booking excursions and she would be down stairs, I quickly interrupted her saying we were asleep as were the kids, she ignore me and carried on talking so I had to hang up as she would’ve listen to me.

Day before we left I went to reception to ask about our transfer to the airport they said they couldn’t help the people downstairs arrange who had left for the day. I was so annoyed as he said I needed to confirm the pick up but coming to the hotel I did not need to do that as I had given all the details over the phone. We got through to Samira that evening but once again she wouldn’t listen to me and was very dismissive of anything I said which is how she was the whole time

Next day I went downstairs and met with samira, she wouldn’t stop what she was doing to listen to me and said I hung up on her which I explained having just arrived and extremely jet lag and fhat she shouldn’t even listen to me yes I did. Her friend then started saying to me that I was rude, both wouldn’t listen to me just ignoring me I felft very venerable and upset she wouldn’t help us at all so we had to book our own taxi out

[protected] had 4 rooms at the riu palace, aruba. We arrived at airport 330am on [protected] to find out our flight got cancelled from syracuse, flyimg jet blue. We could not get accommodated on any other airline for this trip, which was a huge disappointment to my family, waiting almost 1 year to go. The riu did not compensate us at all, got penalized for short cancellation notice being less than 24 hours, which was beyond our control. We have been going to the riu for over 10 years, and am very disappointed in this policy. We re-booked [protected], with 3 rooms now because some couldnt make this trip. When we got there we had 3 rooms and 1 bed for 3 ppl per room. We had to wait 24 hours for them to re-book rooms with 2 beds per room. Very disappointed and not being compensated for our loss of [protected], for our room deposits. Further communication can be at [protected]@yahoo.com

Hello legal team,

I want to make a serious complaint against the management of Riu Playa Blanca. There was a water interruption the whole day and nobody was taking responsibility or facing the situation when a lot of people were very upset and complaining about this. No compensation was offered or alternatives. We couldn't shower, go to toilet even clean my children's bottles of milk because there was no water at all.

The whole day was a waste and the sub director of the hotel was a complete mess. He had no empathy, was having a smile while hearing all the complaints and he didn't give any solution but to wait until whatever time for the water to come. His lack of response was incredible rude and made guests more upset.

I personally was surprised to see someone not handling this situation and so many of us required a compensation for this lost day.

The reservation was under Xiomara Garcia she is my mother. I came with my 2 small children. From July [protected] for 2 nights .

RNT4UYJ3 reservation

We paid 387,60$

Her email [protected]@hotmail.com

She is a Riu member as well. I demand a compensation of funds or to give her some points equivalent to 1 night to use in the future. Attached is a video we recorded and pictures.

Gloriangel Alvarez

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Upon visiting Riu Palace Punta Cana on 7/12-7/16, the A/C went out on 7/12 and 7/13. It thermostat in the room was reading 25 degrees (77 Fahrenheit) which was totally unacceptable. We were told that it would be fixed by 6 pm on 7/17 but that was not the case. Upon questioning if there was a way to receive a credit due to this unpleasant experience, I was told, "We don't do that here."

Booking ref [protected] i had booked the rui because it was 5 stars but in reality its more like 3 stars room was cleaned on accession service not good at all had to wait a day and a half for mimi bar to be refilled after asking 3 times for the bar to be refilled. Also food was cold and tasted not good not to mention that there was flys everywere in dinner hall all over the food the tables , im very dissapointed with my stay at hotel rui negril

After checking in, I got to my room and discovered that I didn’t have the room that I had paid for which was an “Ocean View” with 2 queen beds. I went to the front desk and was speaking with a Mr Arturo who was extremely nasty, and not accommodating at all. He was adamant about not making this wrong correct and going as far as telling me, that they don’t guarantee the type of beds that you request. He finally admitted that the resort only have a small number of double beds available, (41) I believe he quoted, but the resort doesn’t communicate this to third party vendors who make reservations, they just accept the payments, and lead the vendors to believe that they are available, and then the customers like myself, who arrive and expecting to receive this type of room, is disappointed, because now, I have lost money, and the company isn’t trying to help. He also suggest that I could leave and find somewhere else to stay and without a refund. I requested to speak with a manager when I saw I wasn’t getting anywhere.

Jorge Garcia wasn’t better. Condescending, rude, refused to offer help. Also, tried to lie and say there weren’t any double beds available on the property, but luckily someone in my group gave their room up. At one point Jorge, walked away from the desk and left me standing there, and I had to have Mr. Arturo, return to assist. I was forced to sign a paper in order to get the two double beds, but I am still requesting to be refunded for having to stay in a Jr. suite ocean view, when I paid for a Jr suite Ocean Front.

And I have stayed at several Riu properties and have never been treated in this manner, and I do plan to share this information because no one, and I mean absolutely no one should be treated this way. They didn’t try to accommodate me in any type of way, no apology or anything. They had my money and they made it known that I could leave if I didn’t like what was said.