RIU Hotels & Resorts
Reviews and Complaints

I made a reservation through Orbitz for the Riu Palace Pacifico for November 29 through December 7, 2022. My husband was diagnosed with a blood clot in his leg on Sunday, November 27th. He was told to not fly. I tried calling the hotel Sunday evening to tell them we were not going to be able to check in, but was told I would have to go through Orbitz to rebook or cancel. I contacted Orbitz on Monday morning and was told they would have to get authorization from the hotel for either rebooking or canceling. I contacted them on 11/28/22, 11/30/22, and a 4th call on 12/3/22. Always the same answer, the hotel has not responded to our inquiry for a waiver to issue a refund.

Your policy for cancellation states that there will be a 2 night + tax penalty charge for late cancellation. In this case that would be $608.50. I paid $2,715.12 on August 31, 2022. This would mean I should receive a refund in the amount of $2,106.62. If it is true what Orbitz has told me, could you please issue them the authorization for the waiver so I can get my money back?

I have since rebooked the Hotel Riu Vallarta for January 16, 2023 through January 23, 2023 because the Palace Pacifico no longer has rooms available.

My husband I stay at this hotel from oct 12 to 22 itwas our 25 wedding anni. Ihave stay at many riu hotels and palaces but never have I ever seen this and nobody but nobody said a word I been going to riu since 1990 and always at the entrance to the restaurants and the buffet there was always some one keeping an eye on the people and staff where did they go they were not at the this riu buffet one night there where a group of landies sitting next to our table they where lound yelling laughing and one lady took her shoes off and put her fett up on chair next to her that was my view during dinner in speciality restaurts all for other groupos came in the noise the carring ons you couldn;t here your self think never mine talking to someone I knew I couldn;t say anythin to the waiters they won;t say anything and at lunch time alot from these vary groups would show up for breakfast and lunch with out shoes on or bathing suits cover the staf at the door who gave us the santixer told the they couldn;t go well they just got rude so why is there no one at the speciality restaurtant to check on people to behave in a restaurt believe me if they where back in their own country they would have been told to leave or be a rested things have sure change at the riu resorts since covid as a riu gold member I don;t think I will be going back to the riu it was my 25 wedding anniversay and nothing special thats for sure diana lancaster

Hello - This was the worst experience I've ever had at a hotel. We checked in and we stay for approximately 1 hour. Your hotel refused a refund. The place was filthy, and the toilet was making a loud noise that hurt my ears. The shower had broken glass at the bottom of the shield. I stayed at RIU before in Aruba and I thought I was going to stay in the same type of facility, I was wrong. The conditions at this hotel were below substandard. The floors were nasty, titles were broken on the baloney, the toilets in the bath looked like car wash rags. It was unbelievable. We and our booking agent asked for a refund, and it was refused - I wouldn't wish this on anyone. I have pictures. I will submit as soon as I get to my phone. I would like a full refund. We were only there an hour because we waited for maintenance to come and fix the loud noise that hurt my ears from the toilet. I would not have been there an hour, but travel was trying to get the hotel to move us to another room, put us in another RIu or give us our money back. We were refused another RIU because of the number days staying. I could not understand trying to keep a customer happy when you had open unbooked rooms available. HORRIBLE exprience - just horrible.

Custom Service,

My husband and I arrived at the Riu Palace on 10/01/22. We had plans for a wonderful vacation for a week at a resort that we have had our eye on the last five of times we were in Aruba. We have stayed in resorts and timeshares on Eagle Beach and Palm Beach.

We arrived a little early and the room wasn't ready, we checked in at the desk and they said we could grab a bite to eat and drink at the bar. When we were able to go to our room, the minute we walked in it smelled like mold, we were in room 801. Around the couch, the mold smell was worse. My husband put the A/C with the help of Michelle, to try to get the moisture/mold out of the room. It wasn't working well, we talked to Junior at the front desk, and he called maintenance for us. I have mold allergies and was worried I would have to use my inhaler. My husband was also sneezing and had a stuffy nose from the smell of the room.

On the first night, we also found out that the outlet near the couch sparked when I plugged in my cell phone. There were marks on the outlet cover so you can tell it wasn't the first time. Maintenance changed the plate, but the outlet wasn't replaced, it still sparked, we informed the desk. Also, the hair dryer wasn't working in the bathroom. We again, talked to Junior at the desk. He was very friendly and assuring us he will try to get maintenance there asap.

The closet doors were hard to move, one was off the track. Maintenance did fix it.

I couldn't believe the size of the bed vs. the size of the pillows. Those were like travel pillows, if you rolled over, your head falls off the pillow. When you laid your head on it, it went flat, you needed 2 pillows to keep support for your neck. When I asked for more pillows, we received another small one.

The next day, maintenance came to fix the A/C, we left the room to go to breakfast and the pool. We also mentioned to the maintenance man about the blow drier. Late afternoon we came back to the room, as I walked in something hit me on the head, it was water dripping from the ceiling. My husband said don't move, the floor was full of water, I almost slipped on the tile. Jeff/my husband called the desk again to report the water on the floor. When the maintenance came in and opened the celling the drip pan was overflowing. Michelle, our room steward was wonderful and helpful with cleaning it up. We ran the A/C because there was so much moisture in the room that my dresses in the closet were damp as well as the clothes in the dresser. The sheets on the bed were moist going to bed every night.

On the third day, we figured out ourselves that the switch outside the bathroom has to be on for the blow drier to work. No one at the desk or maintenance let us know that.

We received a phone call one night from Jessica apologizing for all of the issues we were having in our room. Not once was another room offered to us. Jessica told me she would get back to us that she said she would take care of things for us. We never heard from her again. We are still waiting.

The restaurants we tried besides the buffet were the Italian and Steak House. The steak house, my husband ordered a lobster dish, and I ordered a filet. The lobster tail was small, the restaurant wasn't busy, and Jeff asked for another one and was told that they only allow 1 per person.

At the Italian restaurant, there was sliced tomatoes on the lettuce. I'm allergic to raw tomatoes and mentioned to our waiter that I couldn't eat any lettuce because of the tomatoes. He went into the kitchen I thought he was going to bring out some lettuce, but he didn't bring any to me. We left the resort 3 nights to get dinners elsewhere that we have had previously on past visits.

The drinks were average or below. There was no one on the beach bringing drinks. I did see the bartenders filling thermal cups of guest behind the bar. With covid I would think they should be making the drinks and giving them to the guest to put into the thermal cups.

We have been to Aruba many times and passed the RIU resort with the hopes of staying there someday. We were so disappointed with the room and the food. The resort itself is beautiful the people are friendly, especially Junior (desk) and Michelle (room), but Jessica never followed through with us. I really wanted to leave after day 1 because of the smell of the room but we couldn't afford to lose that much money that we paid for the resort and go elsewhere.

I am really interested in finding out what Jessica is doing for us as she said. I really feel like at least half of the vacation had issues.

I am looking forward to hearing from someone at the resort, possibly Jessica.

I stayed in room #1035 and room 1022 at Riu Punta Cana. I was not greeted upon entrance, the room had no soap in the dispenser and was never refilled, there were no blankets and although I requested them they were never brought up.

The dining areas had roaches that were crawling on the table and walls.

At 1pm everyday there were no available towels by the pools. I was told to use the room towels but I was only allowed 2 extra ones for the room upon request.

I would never stay or recommend Riu Punta Cana again.

Sallyann Slagle

[protected]

[protected]@verizon.net

Good afternoon,

I have been a "Loyal" RIU member for 4 years now. I have stayed in your hotels various times including Aruba, twice in Mexico and 3 times in Punta Cana.

My latest visit to the RIU Palace in Bavaro (reservation code WRC123T4) from October 22nd through October 31st-2022 was very disappointing and not what I have experienced in other visits to other RIU Hotels.

To start-off with the quality of the food, especially in the Italian restaurant. The food was absolutely terrible. My girlfriend and I got stomach sick when we ate there twice. The only half-way decent place to eat was the buffet area and that food was also not to RIU standards.

The mini bar was NOT being replenished as in previous visits to this hotel as well as in other hotels I have stayed before. I called the reception area and was told that if I wanted the mini bar to be replenished on a daily basis that I had to call in the morning?!?!

I complained in person to the reception manager by the name of Ramon and he suggested I change hotels within the RIUs hotels in Punta Cana. We went to check-out a room in the RIU Palace Macao, but that room was not even close to the room I had @ the RIU Palace Bavaro so we decided to just wing-it and stay in our original room.

A few times we called the reception area, and the personnel were NOT helpful at all and often nasty on the phone.

Would I continue patronizing RIU Hotels? The answer is yes being that this was our first BAD experience however, if this episode happens again, I will find other hotels to give my business to.

Thank you.

MLJ.

Hello, My Husband and I arrived at RRP at Cancun on Oct 22-29. Mid week my Husband began having stomach issues beginning with diarrhea then leading to abdominal cramping. When arriving home Saturday he began to vomit and run low grade temp 99.9 fever. Being unable to eat or drink due to vomiting now he is very weak. I myself have diarrhea and occasional stomach cramping. I did not eat as much as my husband did thankfully. He did try different foods there such as octopus, fish, and things he doesn’t normally eat at home. I did contact our PCP. Watching him for dehydration. I am a Nurse myself. Trying to keep fluids going through him are very hard. The sewage smell was quit terrible during our stay!

1. I complained to customer service about the shower on the first night of my stay and the second day. I also complained on the third day, but no one came to assist me in room 1330. My daughter (Captain Manning) was also in that room and I wanted her to have a great getaway but this issue was disheartening.

2. Additionally, the water flooded the bathroom and when we asked the housekeeper for towels to put on the floor, we were told that she is not our housekeeper so she couldn't give us towels.

3. There were two of us in the room, but they only provided us with 1 washcloth each day. I asked the same housekeeper for one and she reluctantly gave us one.

4. The cab drivers are very dishonest. We asked for a ride to the gate and they charged us $15 US dollars. We could have walked, but we had bags.

I rented 3 rooms for myself and family members and was disappointed with only one room. We would like some kind of compensation for the inconvenience from the shower (credit or a voucher for another visit). Other than those issues with the room, we were very pleased with the Resort itself. This is one of the best resorts I've stayed at in Jamaica. I would recommend it to others as well as plan another vacation in the near future.

Beverley Forbes

PARTY OF 7 ARRIVED RIU REPUBLICA/punta cana...FROM START...ONE PROBLEM AFTER ANOTHER I WENT INTO Detail 2XS ALready Site...Since Srpt24TH When We Returned From Nightmare...no need to repeat complaints..one note...not ada friendly ..i asked for a wheel chair sure charged me $40,00..checked in 9/17/22 out 9/24/22LONGEST WEEK .EVER step up to the plate make it right.for party of 7----fyi i work in travel industry---will be cautious abt booking anybody to riu properities

My wife and I arrived on Sat. Oct. 8 for a week of relaxing and enjoyment at Riu Tropical Bay. Well, we were surprised. You have four restaurants with first come first serve plus the buffet. There were never more than 2 restaurants open per evening and the service was way below avg. The two hour wait in the french restaurant was terrible. After two hours I was served a steak ordered med. that was still moooooooooing. The most disappointing dinner evening. We paid for dinners, lunch and premium alcohol. Your alcohol beverage were the worst. When you are a vodka drinker and the best you can do is Smernoff Vodka, I thought I was back in college drinking poor, cheap Semrnoff. I was very much disappointing by the alcohol selection for a supposedly 5 stare hotel. I would say more like a 2-3 star. The buffet never changed for breakfast and lunch, always the same thing as yesterday. I do have to say, the buffet was are only saving grace for eating decant. The people in the buffet did the best they could and were very nice and happy to serve. The restaurants could use much improvement with food, service, and server attitude. Can't blam them with the operations being so out of wake.

I really would like to request 50% refund on our stay because we absolutely did not see the value for what we paid.

They amount of drugs being sold in front of your hotel everyday became very very annoying. 8:00 am until dark I bet I was ask to buy drugs dozen times a day. You have security on the beach make them do their job. Tell the drug salesman to keep moving. stay out of my face when trying to relax and enjoy ourselves.

I could go on, but overall I will never return to Riu Tropical Bay Negril.

That was my second time and last time.

Love the beach and the grounds people do a wonderful job. The [censored] about how the management take all the money and pay them peanuts a day. Their work is very well appreciated. The beach looked wonderful ever morning.

On Saturday 15 October 2022 my wife and I went to the Kulinarium restaurant for dinner. This was our third day at Riu Palace Peninsula in Cancun and the third restaurant we tried on our stay. Firstly, we received rude treatment by our waiter. My wife asked about the appetizer and he kept saying," It's coming, It's coming" very irritated and abrupt. He could have said that everyone gets the appetizer and what it is instead of being irritated and short with my wife. Secondly, the entre that my wife received, duck, was inedible, tough, overcooked, bland. Very few people there and disappointing.

We had a fabulous stay at Riu with many wonderful staff to assist us. Number one was Melissa at the front desk who always pleasant and very helpful and ready to assist. She did excellent service recovery. Alex at the door was a pleasure to meet and greeted us with a warm smile and took care of our luggage. Freddy our porter did a wonderful job transferring our things to our junior suite up the stairs with a smile. Of course I can't forget to mention the many wonderful servers in the Las Olas main restaurant.

Thank you

Good morning

I would like to make a complaint about the experience my family and I have had at the Riu Caribe.

The reported allergens before our arrival were not dealt with in a safe and effective manner, until my daughter was taken sick with contamination even after informing staff of her allergen.

I must admit that since the upset caused, staff have been wonderful. In particular Lorenzo, Miguel and Alfonzo.

We are disappointed with the room upgrade we paid extra for. My friend has left the hotel and got another room in alternative accommodation due to level of service here.

Upon arrival the air conditioning was not working. We were disturbed late in the evening for somebody to try and fix it and several times the morning after.

The room also smelled appalling the first night too, which I am sure had something to do with the air conditioning.

A day later the fridge broke. It was repaired but then became very noisy so the fridge was then replaced. Another day goes by. This fridge is now leaking and still has a broken shelf. All the foods we have purchased for allergies as you couldn’t provide, are ruined. Waste of money.

The roof began to leak late Tuesday evening also.

It has since been looked at. Maintenance have left water and dirty footprints on floor which is health and safety hazard and fixed the leak by placing towels on the floor. It has been reported but two hours later a cleaner still hasn’t come to clean it up.

We are currently sat watching a maintenance man on a ladder trying to find the source of the second leak which seems to be the air conditioning again.

I have been on the phone for almost an hour (including on hold) to the staff in reception and been advised they can downgrade me to alternate room on our last day but no refund for the loss of our last day, no refund for an upgrade on the room and lack of fridge or air conditioning or loss of food purchased that was ruined by the fridge breaking. No compensation for daughter becoming sick from allergy poisoning after wrong information from trained catering staff was given about a product.

This is disgusting service and will be reported to abta and atol and trading standards.

.

As you can imagine. We book into a five star hotel we expect five star experience. This

has not been five star and as a family feel let down by Riu.

We also paid extra for a room upgrade and I do not believe this is the level of service you would expect with that also.

I thought you may appreciate the feedback and we will be also reaching out to Riu head office to give our feedback.

Regards

Leanne Tipton

Arrived 9/17/22 for a week from h*l... Given keys to room still unserviced... Walk back to front desk no easy tasks as property huge and being disabled difficult to walk distance which was stated in reservation by apple-agl vacations... The service of hotel staff was rude/not to mention the lies told to me... It was 4 days to get my room serviced... When I was finally able to get front desk by phone said noone available to service room... Of course... I called at 4pm.. The food was at best fair in quality — only lukewarm, buffet same day after day... The restaurant staff were the only saving grace for this property... Well groomed-attentive-friendly.. The resort dancers were also great emtertainment. Ive worked in travel industry since 1998. So have traveled extensively so stay at the best and the the worse... This property at best is 1 star I hope the othe riu properties are better. Cant be any worse. For sure.. I stayed at riu paradise island bahamas 1994 was great but it was paradise island funclub then... Now that its a riu I would b hesitant to sell this property... Oh well I believe I made my point... I am going to contact apple vaxations of the awful stay-hotel not a 4 star as stated on website.

I reserved the vacation on Cheap Caribbean, asked for 2 beds and an ocean view room. When we got there we were given a king bed so I asked for another bed arrangement and was told request were not guaranteed so I had to wait an hour and complain until another agent got a room with 2 beds that we had to separate ourselves and had a view of a tree and when I asked about the ocean view I was told my room doesn't have it because I should have asked for ocean front. Then the sheets were dirty and had to ask for someone to come change the sheets. Then the safe wasn't working and I to call the front so someone could fix it. Then the coffee maker had to be replaced, then the toilet clogged, only one outlet in the room worked properly. This was my first time at the Rui Resort and I had a bad experience. I feel like I was put in a room that should have been put out of service. This resort needs a makeover and the food could be more authentic to Jamaican food and the wording for ocean view and ocean front needs to be made clear.

Estoy hospedada en este hotel Riu Vallarta, el personal de recepción no tiene profesionalismo. Fui a la alberca deje mi toalla; como todo el tiempo para asegurar mi lugar. En lo que fui por una bebida, la toalla desapareció. Se me oriento ir a recepción. Me presente y le describí lo sucedido a la recepcionista. Me dijo q los camastros no se apartan. Somos personas educadas tengo una maestría en educacion y ciudadana americana.

Todos mis contactos, les informaré del mal servicio

We arrived at 10.30 on the 10th sept (today) for 5 nights. Weve spent our first day sat in reception because of some mix up with our room. They will not let us check in until 4, which i understand is policy but many people have checked in whilst we have been sat here for 5 hrs now. Our ref number is HTBOBC93. I have been a riu customer for many years and this is appauling, ive spent copious amount of time ringing the UK from my mobile to be told every thing is fine at there end its the hotel.

1day out of 5 Spent in the Lobby.

A late complementary check out is the least you could provide us with at the moment

Mrs Butcher

Riu Plaza Miami Beach

74 The Woodlands

Southgate

London

N14 5RX

Club Rui Hotel. Negril.

Dates: 31.07.22 - 10.08.222

Subject: Complaint Letter Terrible Customer Service

This is to bring to the kind attention that we were extremely disappointed with the Customer Service provided by a member of staff at the club Rui Hotel on Wednesday 3rd August 2022, between 21.30 - 22.00pm.

On that night my husband fated at the entrance of block 3236, his legs slowly gave way, I held him up before he actually touch the ground, it was a great effort taking him up the stairs to the 3rd floor. When we arrived at the front door the card/ Key was not working once again. My husband was in a bad condition unable to stand sweating buckets weak and dizzy. I called my son to contact reception for a member of staff to open my door, he replied back stating they are unable to send someone, because the guest in room need to bring proof of identity to the front desk to activate the card. A neighbour came out to help me, she lent me her chair for my husband to be seated. She also called reception, no luck, she also was told no member of staff can open my door, the guest in room need to go to reception and activate they card.

So I left my husband comfortable seated in the chair in which my neighbour gave me and ran to the reception desk. I approached a receptionist, I asked the receptionist “did you receive two calls concerning 3236, requesting a member of staff to open door due the card not working, she said no. I asked her nicely to activate my card because my husband fainted and I need to return back to the room as quick as possible to attend to him, as I am a District Nurse. The receptionist slowly walked over to a phone, I asked her numerous times please activate my card, she replied I’m calling the nurse, I replied why, at this time she was on the phone, I heard her rudely say in patios to the nurse “I don’t know what she is talking about she is not talking no sense” I gave a her a disappointed and stern look, then said “I do know what you’ve just said, I understand patios “and instructed her once again to activate my card in which she finally done. The young lady had no listenings or urgency skills.

When I arrived back to the room a security guy turn up, he was very pleasant, he offered to get my husband a lucazade to get the oxygen moving, then the nurse turned up shortly with a security guard. I discussed his medical condition and stated I did not request a nurse, they were both very helpful and concern, I just asked for some electrolytes in which she gave me, I was extremely grateful. My husband felt better shortly after drinking the electrolytes.

I believe the young lady (Receptionist) at Customer Service should attend a Customers Service training day. She shown no empathy, not at all helpful, no listening skills, very rude and laid back.

A couple of days during my stay, I asked the receptionist, if we could please moved to another room nearer to the reception area because off the walking distance, I have a problem with my left knee and my husband was suffering from long term side affects from COVID. A receptionist did say yes, but we would continue paying the same amount of money as the junior suite which was a difference of $60 a night. We said no thank you, paying the price for a junior suite and we were going to be moved to a double room.

The junior suite (3236) we stayed in had so many faults, please see list stated below and inspect the Junior Suite. It definitely not value for money.

Air conditioner temperature could not be lower to a colder temperature, stuck above 20 degrees centigrade.

First night we were bitten numerous times by mosquitoes.

No ironing board in room on arrival.

No extra pillows or blanket in room, it was chilly the first night requested a second sheet as we only had one sheet to cover with. 3 pillows available requested an extra pillow, two for me and two for my husband because I’m unable to sleep on one pillow.

Right light switch in bedroom that operate hall lights faulty.

Wardrobe door on the right very stiff to slide open.

Safe door unable to close.

Fussy TV in Room

Front door sticking, tiles uneven difficult to open and close door

Deck chair on balcony broken, unable to stay upright lean backwards

Wardrobe door on right very stiff and difficult to slide open and close: index finger force back, also broke finger nail which was painful trying to open wardrobe.

Keys for door declined, activate x4

2nd and 4th draw down, under tv on right side broken.

My sons room 3116 and 3115 was not cleaned once throughout is duration of stay, it was cleaned on the 7th August 2022, bed linen changed and mini bar refilled for the first time I believe.

I want to encourage you to improve your customer service by sending the young lady on a Customer Service Training to gain knowledge and experience how to speak to guess. I’ve always had a positive impression of the Riu, my family and I have stayed there numerous times on vacation in Jamaica. My impression Is totally ruined now.

I hope you agree with me that this type of service and room conditions is completely unacceptable. It is not the kind of treatment I would expected from in 5 star hotel and the terrible condition in Junior Suite. I am extremely disappointed from this bitter experience.

I would like to hear your thoughts about my complaint and the steps that you are willing to take to prevent such incident occurring in the future, also compensation for the Junior Suite with so many faults.

Yours faithfully

Mr David Solomon

Mrs Antia Solomon

Hello my name is Twanda Malcolm, I booked a hotel through Priceline for the Riu Negril starting 06/10 -06/15. The reservation number is [protected]. I called Priceline on 06/06/2022 and informed them to cancel the reservation because my passport was not going to arrive in time. They advised me they reached out to you but you never replied and never cancelled the reservation. I can't understand why you cant' return this money to $1161.10 to Affirm.

I got a loan from Affirm and they want to have their money. I can't understand a big corporation like yourself would want to keep money that don't belong to you

Siendo las 5 45 pm me sustrajeron mis pertenencias, fui a pedir una solución ami caso y la srta encargada me dijo que ese lugar no le pertenece al hotel, en todos los casos, deberian de poner letreros que estando en la playa del mismo lugar del hotel no es su responsabilidad, esto me genera una molestia por partedel hotel siendo 5 estrellas, deberian de cuidar de sus clientes

I’m currently at RIU TIKIDA DUNAS and I am completely disappointed about the customer service.

Booking number: WCR12U88

We arrived at 16h20, and it took 45 min to get our room, not because they were many people but because the room, which is supposed to be ready ‘from 3pm because customer are leaving at 11am, wasn’t yet ready!

Then, when arrived at the room, which is supposed to be beach view, it was more pool view than beach view! But the big issue wasn’t yet this…

At the arrival to our ‘beach view room’, we saw that there was a toilet issue and make a kind complaint to the reception.

Two hours later, here come two guys to fix it. It was 7:30pm. At 20:20, they were still there and they completely disassembled the bidet (see pictures), and after me asking about how long it will take to fix it (because my family and I wasn’t waiting to go take dinner and start enjoying our ‘wonderful RIU’ stay, they assumed that it will take a long time.

I immediately called the reception and asked to change the room… which they approved few minutes later BUT without any apology!

Between the receptionist who send us the luggage handler without the room card… and this same luggage handler who claims that our luggage wasn’t ready and was disrespectful… this stay has nothing to do with the promise to have fun at RIU. You should be ashamed of the customer service.

I will share my review on every single website to let people know how you take care of your customers!

And I will send this email until I get an answer about how you will improve your customer service!

Best regards

Sahar Hassanine