RIU Hotels & Resorts
reviews and complaints

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.

Food/Drink Poisoning:

While staying at the RIU Palace Cabo San Lucas on Sunday 7/2/2023, my husband and I had dinner at the buffet. We had various food items, some items we both had and some items only one of us had. I can't remember specifically which buffet items each of us had. We also each had 1 drink from the buffet bartender, it was a Paloma made with El gran jurado reposado tequila. Neither of us liked the drink so we drank less than half. Around midnight, my husband’s symptoms started. He had terrible diarrhea and nausea, going to the bathroom every 10 minutes. My symptoms started around 4AM, same terrible diarrhea and nausea. We called the front desk at 6AM and asked for a doctor as we had to check out that morning at 8:45AM and catch our flight home at 12:45PM. The front desk said a doctor is not possible, but I could get medicine delivered from a pharmacy. So, I ordered medicine for diarrhea and nausea. It arrived in 30 minutes, and we took the first doses at 6:30AM. We were barely able to check out and catch our flight as we both had extreme fatigue, chills, and fever. My husband also lost consciousness twice, and I had to rouse him back awake. He probably should have been hospitalized. It was a very scary situation. Today is Wednesday, 7/5/2023 and my husband is still having mild diarrhea and some nausea. This is the worst case of food poisoning that he or I have ever experienced.

Theft:

Because we were so very sick when we got home, we didn’t unpack until Tuesday, 7/4/2023. While unpacking, my husband looked in his wallet and all of his money was gone. He had approximately $200 US dollars and $300 MX Pesos. All of it had been stolen. The last time he opened the wallet was Monday morning at 6AM to get money to pay for the pharmacy delivery. At that time, all the money was in his wallet. So the theft had to have happened either when the bellman was taking our luggage to the lobby or when our luggage was in the lobby while we were at the check-out. Or it could have been the airport transfer service. We used Destination Services for the airport shuttle. They also handled our luggage.

From June 20 to June 28, 2023 our family (7 people) rested in Hotel Riu Republica. With difficulty, we found 3 rooms nearby ( 2174, 2222 and 2221) because of me (Milya Shayturo-76 years and my sister Musya Gorelik-82years). It was not easy to do. But it is very important . because at our age it was difficult to navigate in the maze of rooms far from the elevator.

The problems started on June 21, 2023 after breakfast, when we came to our room 2221 to change our swimsuit and go to the pool- the door did not open. This situation happens several times a day. All this turned our holiday into a nightmare. What we didn't experience during our stay in Hotel Riu Republica: we asked the woman who cleaned our room more than once to open the door, turned to the manager, waited for 2 hours in the room (sometimes no one came) to repair the door, stood and sobbed many times in front of the closed door, called and begged relatives, tearing them away from rest, to help us.

We were asked to move to another room. But due to the reasons mentioned above, this was not possible.

In the end, we wasted money that we painstakingly collected for a whole year because of a small pension. Ofcourse, our relatives also had a vacation ruined because of our problems.

Summing up our rest, I want to say that we did not have any rest at all, but had suffered, and as a result, we got high blood pressure, which we are still struggling with.

We earnestly ask to respond to our complaint and compensate for our moral and physical suffering.

With respect,hope and understanding

Mily Shayturo and Musya Gorelik.

If you have any questions, my contacts:

Phone: [protected]

Email address: [protected]@gmail.com

My home address: Milya Shayturo

3018 West 24th street, Apt.6-D

Brooklyn, NY, 11224, USA.

We Arrived for our vacation and my husband's birthday with our good friends. On arrival we proceeded to check in with VICTOR at the front desk. After about 30 minute we were told that the room was over on the side looking out to the Santa Fe. Vitor said he could upgrade us for $45 us dollars more a day for the room we had already paid for. We said you don't have anything that we have reservations for. Victor did say he had a room, so we went to the room and the guy with our luggage opened the door and other people's stuff was in there. So the only room was the COVID ROOM! It looked like a room you used when Covid was around. The toilet was cracked, no soap, only 2 towels, 2 beds, with a smell. Our friend's room was messed up too. This is not the room we paid for and requested by our travel agent. We called our travel agent, and she got on the phone. She talked to the Resort multiple times that day. This was about 3 hours of trying to figure this out. We lost a full afternoon of our vacation because of this. In the meantime, Victor said he could upgrade us for $45 us dollars more a day for the room we had already paid for. By now we just wanted to get our vacation started. Victor told us he would get this handled. We tool the first room just for the night as per Victor! The next morning, we went up to the front desk to get everything figured out. They had 2 rooms open up. He winked at me and said I have a deal for you. That didn't settle with me very well. They moved us to those rooms, but Victor wanted us to sign a paper and put on this paper that it was out travel agents' fault and it was not the Riu Palaces fault. Again, that didn't settle with me. We refused to write that cause we know that was not true. This was our 2 time and our friends 3 time staying at this resort. We will not be rebooking at this resort or any of them because of how this was handled. We will not be recommending it either. We have had 5 other couples go between May of 2022 and May of 2023 because we said how great the place was. Will not be doing that again. I will not be staying there again. Nicole and your other customers relationships where the ones that made our trip better. They are rock stars. Also, we were not the only couples to have problems at the front desk!

I’m complaining about the hotel all in general

Hello I stayed at Riu Palace Cabo San Lucas it was the worse vacation ever. First room had a lot dust including the bathroom we got also dirty and old towels, the drinks of the mini bar were old not cold with bad taste. I was trying to order food service couple times and no one will answer. The food was terrible at the restaurants staff rude and the pools were really dirty. Also drinks were watered down. I would like a refund I paid to much in flights to come to a hotel that says it’s 5 star but isn’t.

June 19. 2023, june 20. 2023

shift: afternoon.

Guard in brown working the afternoon shift. Riu Palace Isla.Costa Mujeres. Guard close to bars in pool areas. will go in a corner.. starring for 15 to 20 minutes at people..can not even stand up.. not sure why.. look pretty bad and intimidating. Usually security is there but its unseen but at the same time visible. not like someone holding on a ramp and starring at ,god knows what. I was seeing people questionning what he was starring at...

Hello I stayed at Riu Replublica Punta Cana it was the worse vacation ever. First no ac working in first room we got also dirty no towels stains on sheets curtains. So they moved us room second room still dirty no face towels at all hotel said they didn’t have any. Housekeeping put a dirty towel back up to hang that was on floor just an awful experience in punta cana the food was terrible staff rude. Drinks watered down I would like a refund I paid to much in flights to come to a hotel that says it’s 5 star but isn’t. No face towels I have so many videos of this property not up to par. I said [protected] oh forgot this the elevators barely worked they lie saying they’ll bring you things and never happened.