RIU Hotels & Resorts
Reviews and Complaints

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.

We stayed at RIU Ocho Rios 6/3/23-6/7/23. We had issues starting with checkin. We had 2 rooms and they had the wrong ppl in the room. They adjusted it but never fixed it even though I kept trying to explain who was in which room and I showed them the email I had received from reservations. We had asked for rooms next to each other since I was traveling with my children and grandchildren. We had an email stating that would happen. However our rooms were 5 rooms apart, even though I showed the email to the reception staff. They acted like they didn't care.

On Sunday, 6/4/23, while getting out of the shower, and having the do not disturb sign on the door, someone used a hotel key to enter the room. Once they saw my son in law, they immediately closed the door. When my son in law opened the door, the new hotel guest showed him their key packet that was given by the reception team. They had given them keys to my kids room. My daughter called them and they were very unconcerned calling it a minor inconvenience. My daughter and I went to the front desk and spoke with the manager on duty who stated the same comment, minor inconvenience. She was giving an excuse as to why it happened and said, it was just a minor inconvenience and blew off our concerns. We asked to speak with her boss and she stated that he would be in at 7pm. We left and went to the room, and the key didn't work. We had to go back to the desk to get it programed. This too was called a minor inconvenience.

At 1930 on 6/4/23, I went and spoke with the Manager, Mr Pryce. Orginially he wasn't going to speak with me since my daughter is an adult, but i had her on facetime and he spoke with us both. He offered his apologies, but also called it an inconvenience, to which I had to remind him that it was a security breech not an inconvenience. That what if my daughter was alone in that room and that man came in and attacked her. That is a SECURITY issue not an inconvenience! Mr Pryce apologized and said that they would send something to the room as a good gesture of their apology. They sent 2 RIU hats and bags.

On Monday, 6/5/23 at 1430 my kids were at the pool and it started raining so they ran to their room with my 3 yr old grandson. Their key wouldn't open up the door. They asked the housekeeper to try her key and it wouldn't work . They went to the desk and was told that it was the key pad and was told that it would be at least an hour before it would charged and they could go into their room. My grandson is crying that he had to go to the bathroom, so my daughter asked if they could just give her a key to my room ( I was not on the resort at that time) and they gave it to her without question, although her name is not on my room. They did not have my permission to give them the key to my room. Mr. Pryce would not speak to me the night before without my daughter being there, and yet they gave my key to them without asking me. That too is a security breech.

On Wednesday, 6/7/23 when we were packing to leave, the room my daughter was in had a leak from the ceiling air conditioner. The whole floor was soaked. A call was placed to registration who stated that someone would be down. No one ever came.

I have stayed at many Riu many times and was excited to share the experience with my children. However, this Riu was not like the others. The food was subpar. A great majority of the staff were not customer friendly, some bordering on being rude. The cafeteria staff were not pleasant. They didn't speak and they acted like you were bothering them if you asked for anything. I have NEVER had that experience with ANY Riu and I have stayed in plenty of them in several countries. I will never go back to that Riu and I will definitely not allow any of my family or friends to go there.

1

RIU Scam

Review of Hotel Riu Palace Punta Cana

Pending review

We recently stayed at RIU Palace Bavaro at first we thought it was a lovely place then we went to the casino one night after being encouraged to go by your staff at one of the restaurants which is very interesting because come to find out the Casino is not affiliated with the hotel, after being advertised on RIU Hotel Info and multiple signs throughout resort and I can’t understand to this day why you would want to subject your guests to what happens over there — - we were drugged, we experienced

criminal fraud with our credit cards in excess of $50,000, believe we were impersonated on the phone to our credit card companies, they verified charges on the casino phone and we received nothing in return for this no cash, no goods or services and interesting enough the casino comes up on the credit card as a grocery store. We were threatened and had our cards taken out of our possession. The cards were taken from our person, actually demanded with no other option then $50,000 plus in cash advances were taken

on our credit cards. We were under duress….. We are in another country, don’t speak the language, surrounded by security with no option to leave. We were under duress! Further note neither one of us have ever used the cash advance option. The casino staff demanded our credit cards, this is when everything changed……we were surrounded by casino security that was armed and they acted as if we were getting ready to leave and owed millions to them when all we were trying to do

was an ATM withdraw, we were scared for our lives……after our cards were taken, there were two Dominican ladies, who spoke no English behind a counter calling and making the charges and they continually tried to charge our cards for various amounts that we were unaware of and definitely not aware that they were cash advances to top it off….. I am now realizing that is why the ATM didn’t work when we

tried to withdraw $200.00……not $50,000. Conveniently there was one tall bald gentleman that was quite a talker and spoke fluent English. I have called the casino only to be hung up on and told that I needed to visit the casino in person to resolve this. We were also told while staying at the hotel by one of the service staff that the casino is run by criminals and they exploit Americans all the time, perhaps that is why the

hotel doesn’t let any of the guests know that it’s not part of hotel and it’s conveniently located right next to it, passing out $25 wooden chips and $10 paper vouchers to lure you in and drug guests…. ever heard of devil’s breath, it is commonly used in situations like this. We now believe it was on vouchers and wooden chips to alter us without knowing as they were handed to us as we attempted to pass by. We ordered 1 drink in casino, again we thought we were on hotel property, as we never had any intentions of leaving property for safety reasons throughout trip. A service person at hotel confirmed

this & made us promise not to tell for the safety of them and their family as well as ourselves…. and suggested we report in US. Which is why we did not alert the general manager or the police when we woke up in am and realized we had been assaulted by the casino staff, which at this time we still believed the casino was part of the RIU Resort Complex. We immediately started calling our credit cards and found out charges in various amounts in excess of $50,000…. this was our last day. That

evening prior to our am departure our hotel suite power was on at 11pm and at around 12:30am there was none and earlier in the evening we were unable to enter room with keys. While at the airport going thru security my husband and I were very abruptly separated……I was taken out of line with zero knowledge to what was happening. Passengers in line allowed my husband to advance in line….. I was taken to another

area where I was detained and bags searched. All of this seems extremely coincidental.

I have reached out to RIU complaints with no help and have called and emailed the corporate office. We have reached out to all of our credit cards. I have also made a report with the US Embassy, that was zero help and they recommended we return to DR to make a police report! We are still fighting charges with American Express and Chase... Do Not Go To This Resort or Any RIU... AWFUL!

We acknowledge receipt of your complaint with the reference number quoted above. In order to process it correctly, we would ask you to fill in the form by clicking here.

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Diese Nachricht wurde automatisch erstellt und versendet. Bitte antworten Sie nicht direkt auf diese E-Mail. — Dear Ms. Carmen Riu Guett and Mr. Luis RIU Guett, my name is Frances Lemelle Lockett, and I was a guest at your Nigril Riu resort, on May 15th to May 20th 2023. I am writing to you to let you know about my disappointment of your facility and some of your staff. Being my third time staying at one of your resorts, this one was the most disappointing ever. First of all we were in rooms 1065 in 1066, at least 10 times our keys were demagnetized. We already knew do not put the keys by a phone or by any money. On one night we had just got another key that morning and went to the room and of course it didn't work. So we have to walk all the way back to the registration desk, we were given two keys on arrival and one never did work. So we were always operating with one key. When we asked to get another key and we were told by Monique we would have to walk all the way back to the room to get the key that never worked. I told her we would bring it back when we come back for dinner she refused to give us another key telling me that they didn't have any more keys. To me that was very inconsiderate of her to refuse a paying guest another key. My next issue with your resort is I asked the housekeeper to restock the refrigerator, and she explained to me that I would have to tell the front desk. So I went up before dinner and asked for coffee, soda, sugar and water, the manager Dwight said he could get me the coffee and sugar but the soda and water he would have to send the next day because they already stopped servicing the rooms. He stood in my face and promised to have coffee sent to my room that night and did not. I had to go down to the dining hall instead, I could not sit on the patio and enjoy a cup of coffee. That afternoon the guy finally came after two complaints to refurbish the refrigerator. The next thing was the shower would not drain we had to wait all day until the evening for that. Also in room 1065 where my daughter was the mattress look like it had bed bugs and all kind of stains on it we requested to have the mattress changed and the manager the white said he would come to see it. We never got a resolution for that. Now my biggest issue was one of your guests was very intoxicated and my granddaughter and three nieces were waiting for the shuttle and the man walked up to them and said who wants to f#ck, when he was rejected by the four young ladies he had one in the mouth, had one in the eye twice, hit the other one in the chest and then hit your security guard in the jaw. They said that your security guards jaw was dislocated. The guy was arrested. Now what gets me is when the nurse assistant came to help the girls and was treating them that were bleeding she told them they would have to pay for a Band-Aid, when one of your guests attacked them. This is so deplorable and ridiculous. Your resort has enough money to at least give Band-Aids to innocent guests. My next issue is the next afternoon we went down to get an incident report, please tell me why there wasn't one. We had the right to call the head of security who came and all he did was write names down he instructed us to go to the Negril Police department if we wanted a incident report to me that was totally unacceptable. No concern, no compassion for the victims that were attacked. I would like to let you know that we are seeking legal advice, since your staff was so unconcerned. We had a trip scheduled to your resort in Montego Bay in December but we are considering changing resorts. I am so disappointed in the Riu in Negril. I will never go back there again. I would like for you to investigate these issues and respond to me, I plan to Yelp, RIU in Negril and tell my story all on social media platforms, plus legal advice if I do not hear from your resort. These are the names of all the people that this complaint concerns Khadijah Jackson - Webb, Frances Lemelle Lockett, Akilah Abraham "victim", Nataly Sayegh "victim", Kiara Hawkins "victim" and Shamekia Outlaw"victim" and the perpetrator Bryant Pinkston. Something needs to be done regarding these issues with your establishment. Our stay should have been much better than it was, for the money we paid. I would like a response from this matter, I may be reached at [protected], or this email. Thank you for your time, but I am very disappointed. I'm attaching a few pictures. Sent from AT&T Yahoo Mail on Android

Checked in on the property with friends may 18 2023. The next day i went to the balcony of room 3234 to sit with a friend and fell in the split position . I was stuck like that for around 20 minutes before I was able to get the assistance of two house keepers , whom along with my friend lift me from the fall and assist me to the bed. The nurse requested whom then assessed me , gave me panadol and a Voltaren rub and advised me to use ice . She charged me $3500jmd for the service . The matter was reported to front desk on 20th of May 2023 who reported it to a manager higher than her .I received two call from the manager who sent a red heat spray and panadol after our second conversation because I was still in pain .

Che ked out on the 21st

I then visited my Dr on my return home who requested tests

Hello my name is Esther de Ortiz, I have stay at your resorts multiple times have never had an issue, last week me and my best friends went to RIU Dunamar Cancun, everything was great till the last day, our legs were inching and the whole plane ride and when we got back home the next several of days we finally discovered we had bed bugs bites and it was the worse pain and itching I ever experienced, I would like some kind of refund and got you guys to spray or address the issue at this resort before more people get affected or go public about it and you guys would

Lose customers like me, thank you and I hope to hear back

We booked a holiday via tui with hotel riu touareg. All facilities were open and we went ahead after research and reading reviews. A week after we booked on the riu app certain criteria/facilities are no longer available to your paying customers. No tennis courts
No multisports
Block 9 of the hotel shut down
Infinity pool closed
Bar on the beach closed.
We booked this hotel specifically for all it had to offer, Infinity pool beach bar.
Please when will these be open for customers that have paid and due to stay at the hotel?
Tui have spoken with the hotel and the hotel have confirmed to joe at tui, all facilities will be open inc infinity pool and beach bar by 17th May 2023.
I have also emailed the hotel, and they have said unfortunately we have no updates at the moment.
This is very Disappointing, to all of your customers that have paid to stay with this specific hotel for the specific facilities that were advertised and still are on your website as open, when book hotel.
But are no longer available.
Please when will the facilities be open?
Thank you
Kind regards
Louise

We arrived at RIU republica in Punta Cana Monday 5/8/23. Although we are still here currently on 5/10, I have never experienced so much unprofessionalism in my entire life. Aside from the lobby manager (Ricardo) he was excellent. Upping arrival I was already upset with our room.. dingy, outdated, etc. and then we proceeded to lift up the pull out couch to assemble it back together, and underneath we found a large, pink, strap on penis. I went to the front desk and showed them a picture of it and thanks goodness for Ricardo.

Our TV also has not worked since we’ve arrived.

Last night we had dinner at the Italian restaurant. Everything was great until I looked over at my husband unable to breathe. Turning blue, and trying to cough I said what’s in there?! He said “feels like a bone” multiple good samaritans rushed over to help. However there was not one employee assisting. Not one. We got him outside of the restaurant and while he was still choking, the employee told me “the doctor is around the corner” and told me to walk my husband over there! I said “sir he can’t breathe, bring this doctor to me!”

After a couple more minutes my husband got what was stuck out (on his own, no help still at this point) and it was what looked like a cooked bay leaf. When I asked for the manager (Miguel) he came over and said “”it’s a spice it happens”. At this point I asked for the hotel manager.. he made us feel so uncomfortable, asking questions like he was convinced we must have done something purposely. With no outcome last evening after he refused to speak to me, he took my bay leaf that came out of my husbands throat and told us do “come back in the morning so you are more calm.

There is much more to those stories..

We have been here for less than 3 days and unprofessionalism and lack of cleaning and maintenance is certifiably insane.

i just returned from the RIU in the Bahamas and had the worst stay in a hotel that I have ever had. I had stayed in the RIU in Aruba and it was great but in the Bahamas it was terrible. We had to wait for our room, which was fine but was told at the desk that an email will be sent when room was ready--this did not happen and we had to go to the desk to ask if the room was ready. Also the light fixtures were falling off the wall. The attitude in the hotel was very lax and there seem to be no supervision going on. The waiters in the restaurants were talking among themselves, which is fine but were very loud and were using profanity.

The person at the front desk stated to me when I asked for change that "we like our money more than yours" What does that suppose to mean? I felt insulted by this remark. Also the cafe had their own hours and closed up early. Service was very slow with no sense of urgency ... I will never ever return to that place again and will. You need to send the people that work in Bahamas to go to Aruba to see how the RIU is runned..

I have just returned to uk from costa mujeres riu palace...

I am disabled .i was appalled at the lack of lifts/ramps...no buggys or carts to transport people around if needed...

This complex IS NOT ACCESSIBLE for disabled people...the staff spoke little english...they wanted 65usd a day for mobility scooter hire...i payed £2.500 for holiday.i cannot afford to pay for mobility scooter...i am so disappointed...i also had food poisoning which is on file and have spoken to management at riu palace...between that and food poisoning ruined my 2 week holiday...

Time of Incident 3:30 am 04/08/2023 Saturday, last day of week vacation @ RIU Tropical Bay Negril. Handicap garden unit #3120.

dates of vacation 04/01/23 thru 04/08/23

3 guest

guest #1 who is handicap person went to use the bathroom which lighting was very poor and balance was lost when trying to use the handicap bars for support to sit on toilet seat and handicap bar on left was not stable. The handicap bar on left moved away and guest #1 unable to have support and fell to right of the toilet and hitting her back and head on the back of toilet, wall and handicap bar on right side. guest # 2 and guest #3 helped guest #1 to the bed after the fall.

We left the property on 04/08/2023 at 8:50 am and once we arrived back in the US it was discovered how severe injuries were. Guest #1 is a 82yr old handicap women that requires motorized scooter assistance while on vacation due to walking limitations.

This email serves as incident report notice.

please respond to this email with questions.

As a result of these injuries medical assistance and advise may be needed.

For over a week I have been trying to get an email to enable me to reset the password for my RIU Class account.

I have not yet received a reply.

I have requested a password reset email on several occasions.

I realise there may be technical problems with your website.

I have attached a photo of the email I keep receiving from RIU in response to my request. I have had several of these now, at first I suspected it was Phishing.

Can you help please?

Kind Regards

Mrs S Crowther

I recently stayed at your cabo resort with my family. We were extremely disappointed with many aspects of the trip regarding the resort. We requested a king size bed but were given two doubles pushed together instead which was a huge hassle as they constantly spread apart throughout the night. Another issue was that one of our children became sick from the food causing him to have an accident and we were then charged $80 usd for cleaning which I figured was included especially seeing as the food was the cause of my child's illness. And worst of all we were without air conditioning for three days having called the front desk multiple times and having numerous technicians in the room each day before it was finally resolved. I would figure as we had no compensation for the air conditioning issue that maybe the hotel would at least waive the cost of the cleaning for the sheet but that was not the case. over all we were disappointed with the handling of the situations.

We stayed at Riu Palace Cabo San Lucas, Los Cabos, Mexico December 2022. Our Tablet disappeared from our room December 23rd or 24th 2022 while we went for supper. We reported it to customer service and they did not do much for us.We believe between the Maid and the Fridge stock Person (a man);are to blame.

Customer Service changed the maid to work somewhere else so we could not confront her. Customer Service is aware of thefts that happen frequently at this Resort. After our Trip back to our country of residence we reported it again. All we want is to be given our Tablet back and if not possible refund us the cost of the Tablet.To this day they have not given us a satisfactory response. It's always a negative response. The Resort has insurance for these types of incidents. Mr. Luis Riu and Mrs Carmen Riu, please get involved with this claim. We do not shake trees to get gold for our holidays. We like you, work very hard to have a week in the sun since our winters are harsh.