RIU Hotels & Resorts
Reviews and Complaints

We are currently staying at Hotel Riu Negril in a suite. Unfortunately we left our key in our room and had to go to the front desk to request a new key. The employee Davion was extremely rude to my wife. He was questioning her “why” she left the key in the room and “what did you do with yours?” My wife said she accidentally left it in the room. He literally sighed at her and said “hold on.” We are a family of 14 who is spending our holiday here. We are taking this holiday because my nephew, our grandson, our son, our cousin, and our brother died of leukemia this past year and he always wanted a Caribbean vacation. We have spent close to $30,000 at this resort to be treated the way he treated us. It is unfortunate. We don’t want anything in return because we know someone might be “having a bad day”. Even though we know it could be much worse. We feel an apology would not be out of line. Disappointed disappointed disappointed. Davion might need extra customer service training.

The vacation at the Riu Palace tropical Bay resort in Negril, Jamaica was a Epic disaster! We stayed there from May 7th- May 14th 2022. It all started with check in by not receiving the room that we had upgraded and paid for. We had to have our room changed to the one we paid for. The AC went out several days , bugs in the room, dirty sheets, water back up in the sink, no water for one day. After two face meetings with the assistant general manager Claudia Praiz and one with assistant general manager Luis Suarez absolutely nothing was done! They both are good at deflecting and not excepting responsibility for anything that was within the hotels responsibility! We had my 84 year old dad with us at this hotel as well as other family members and the whole trip was an epic disaster from the beginning till they end! I would not recommend this hotel to anyone and Managment that was left on duty in place of the general manager being on vacation are useless and don’t care to solve and issues that arise that are within their control! And speaking with other guess at the pool they also experienced the same issues and this seems to be something that occurs at several of the hotels and properties they own! We will never stay at this property again and will not recommend it to anyone! I would like to be contacted and not a cut and paste response that I see on their website to respond to guest complaints! We had a total of 17 family members on this vacation and our stay was an Epic disaster and left us with unforgettable bad memories!

I'm pretty upset with my stay. I went to your Riu palace las americana for my bachelor party on May 13th. I was extremely excited, but within 10 minutes of getting into my room, my knee was sliced open from broken glass on top of the living room table. I required 13 stitches and it ruined my entire trip. The resort's manager was great and took care of my medical expenses because it was the resort's fault for the incident. But I didn't enjoy any of your pools or do any site seeing because I couldn't walk long distances or get my leg wet. During my entire trip, I could only sit outside the pools. It was a fantastic resort and everything looked great but because there was a broken table that was overseen or neglected by staff resulting in my injury I couldn't enjoy the trip. I had planned on going back for my honeymoon in September but now I'm second guessing if I should because of how this trip went. I don't know if there is anything you can do to change that but it was a very disappointing bachelor party.

On the evening of March 27, 2022 we returned to our room at the Hotel Riu Plaza Fisherman's Wharf and found that our room had been burglarized and the perpetrator had even left items, including shoes, a blanket and an elevator lock, behind. We reported the break-in to the desk, finding two other parties there who had their rooms robbed as well. The San Francisco Police were called and they took report [protected]. The officers were #2710 and #2470.

The hotel told us the manager would contact us that evening but he/she did not and we had to ask for the manager the following morning. We had realized after the officers left that additional items were missing and since the thief had stolen not only some New Balance shoes with orthotics (and left their sandals in our room), but had stolen a red ski jacket and a shoulder satchel (blue and red, about 18 inches by 16 inches in size), and had taken a roller bag, circumstances indicated the thief would be easily identifiable in surveillance videos. In addition to our possessions, the thief had taken my passport so using the videos to possibly recover our possessions was an urgent matter. However, the police let us know the hotel had not been willing to provide surveillance tapes to them. I also provided the hotel management with a photo of a lock with a key in it that had a large tag with multiple things written on it that I had found on the floor next to my luggage that had had been ransacked. The lock is associated with elevators. Various members of the hotel management either passed us off to someone else or told us the losses would be paid for by the hotel — but that did not happen. We were left to pay our own expenses for replacement luggage, shoes and clothing, etc. to be able to continue our trip to another city and have now incurred additional expenses to replace glasses, jewelry, the passport, etc. that were stolen.

I stayed at the Riu Ocho Rio from April10-14 I booked a family suite garden view, when I arrived they gave me 2 rooms that’s not what I paid for ! The room was so stink smelled like mildew that I couldn’t even stay in the room the first night. staff tried to clean it with No prevail. The food was horrible made me sick. I spoke to managers several times that did not to accommodate my family and I. When day of check out I never received the Covid test back had to wait for hours almost missed my ride to the airport which is 1 1/2 away. The staff didn’t care everyone has attitude. I would never come back here and wouldn’t recommend this place.

My stay was April 6-11 ,April 10th night before before leaving the hotel I fell getting out of the shower, water leaking all over the floor , the incident was reported to the Nurse and report was taken, security was made aware I am Nurse as well. IT was a pretty hard fall I hit my head, I did refused transportation to hospital in Montegobay. Not sure of the expense and there health practice and if my insurance would be exceped I decided to wait until I reach home to follow up with my doctor . I was told at the front desk$ 45.00 to see the nurse to follow up with blood pressure check, since I have my health issue. She came to my room but she failed to do basic nurse practice I head my head no neurology checks done, no pupil check I had stoke in 6-28-21 so you can understand why I was afraid to travel to hospital.

I like to make a billing complain on my stay at Rui Hotel Cancun. Me and my guest where charge double for our stay. The reservation was on 3/24/2022- 3/28/2022 under my guest.

My guest check in first and paid the bill for both of us, but when I arrive I was told by the front desk I needed to paid even though my guest already paid the full amount. I was unaware our booking was already paid for and I paid them with my credit card.

We were very disappointed to find that the normal lunch time restaurant wasn't functions any more because the hotel as moved over to All Inclusive to allow us to eat at lunch time, all additional bars on the beech have gone.

We paid an extra 480 Euros just so we could eat at lunch time, however the drinks offered weren't brand drinks but cheap alternatives.

There were so many restrictions on what you could have and what you couldn't have, it spoiled holiday
We did not enjoy our holiday at all and we have been and this hotel many times over the years, our Riu Class membership number is [protected].

Mr. Luis Riu, CEO of RIU Hotels & Resorts

3/23/2022

My name is Shawnta Sanders, my confirmation number was [protected].

I stayed at RIU from Saturday March 19, 2022 – Sunday March 20, 2022

I stayed at the RIU Plaza, New York Times Square (RIU Hotel) 305 W.46 St, Manhattan, New York. I made room reservations for (2) rooms. In room 805, we were unaware the shower was stopped up that night. We tried to take a shower the next morning and found out the shower was stopped up. Water had run from the bathroom towards the hall approaching front door. We had to put all the towels down in the room. We contacted the front desk and was told someone would be coming to our room. No one came before we left that morning.

All of us had to shower in room 802, the second room we had on this reservation. The sheets on the pull out bed were dirty! I am blind and my daughter didn’t noticed them until the next morning. The sheets had not been changed!

The buffet breakfast was cold.

I informed the front desk. I wanted to speak with the manager, Ms. Liz. I was told she wasn’t there. I spoke with Mr. Kwasi that morning about our situations. I was told there was nothing they could do because we contacted them an hour before checkout. If we had contacted them an hour earlier, they would have compensated us.

This was our first trip to the RIU Hotel, we had high hopes and was very excited to be staying there. Staying at the RIU was a great disappointment.

I need someone to please contact me, concerning my horrible, horrible stay.

You make contact me via telephone since I’m blind: #[protected].

This is the fifth (5) report of big problems with our hotel stay. You have never responded re: many safety and other issues and after spending a month trying to celebrate an important anniversary and experiencing many problems, NO RESPONSE! Apparently RIU is interested only in profit, not guest safety or comfort.

Our stay was one month: January 15 - February 12! $18,300

Riu Plaza Fishermans Wharf S.F., CA Feb. 15 & 16 2022 Res #[protected] thru Booking.com We called rm srvc to help us with the TV and show representative the large gap on the entry door and door frame (fire issue), large cob webs hanging from ceiling above bed, wadded toilet paper covering hole in wall, stain like dried spit on bathrm door, dead bug on lamp shade. Also the wtr was shut off for a bit to repair a damaged pipe in prkg structure. When wtr was restored it was drk brn and smelled septic for a while. So staff moved us to another rm. Before accepting that rm it was inspected and we tried everything to make sure it worked. The AC/Heating was stuck on cold and wouldn't shut off. We had to wait for a maint tech to come up and reprogram unit. In the toilet area of bath you could hardly get between the door and the toilet to shut door. I have medical issues with my legs & feet so it really caused problems. In fact I was in S.F. for a medical app on my feet. We are not looking to have our 2 nites there comped but would like some compensation for this inconvenience and added stress to our stay. Thanks, and look forward to your reply. Doug Lindebaum [protected]@sbcglobal.net

We have always stayed at the RIU resorts when we vacation for the last 38 years.

Recently we stayed in Puerto Vallarta for our 4th time, this tells you how we enjoy our trips to Mexico and whom we choose to stay.

We were a bit upset this time for many reasons:

*Smoking and smokers all over we could not enjoy one evening outside with the bands and music due to the high volume of rude smokers, perhaps you should separate the two sides for smokers and non smokers as we were not the only ones complaining it was just awful. Smoke was in our faces every night to the point we had to just go to our balcony to enjoy music but had not access then to free walk up to the bar for a drink or to associate with our friends.

*We followed the guidelines of the hotel for the covid test timing of two days prior to departure and that is exactly what we did. Only to get to the airport to find out we needed to do this one day before. We even called before arriving to be sure on this and asked when we checked in and both times told 2 days prior to departure. Only to get to the airport to find out it is 1 day to departure. The hassel we had to go through, pay for the test then that we were not expecting and miss our flight. Then to have to wait 3 hours in an airport for the next flight available. At 65 and 70 years of age lugging suitcases across the parking lot to test fill out more papers and then lugging back to the airport, waiting for results and then missing our flight and hanging for 3 hours. Thank you for this unpleasant issue that could have been avoided if all your staff were educated on the time frames. We specifically asked in detail many times for clarification to be sure not to have any hassels.

In all my years of RIU stays, this was very upsetting and uncalled for. No to mention the awful days of smokers all around us. All places have designated areas so as to not bother non smoking guest. It made our weeks stay very upsetting. I'd like to know how you plan to keep us as RIU customers going forward. Thank you for reviewing.

Please see attached photos that show dirt, mold and rust which we experienced in our rooms . This is not what is expected when booking a 5* hotel and it is unacceptable.

This pictures show mold on the ironing board, rust and dirt on the safe. This is not the standard one would expect from a RIU or any other 5* hotel. The bathroom towels were hard and rough, the room smelled very damp and the bedsheet smelt bad.

This is not the Riu standard that I was expecting this is what you get for a 2/3* hotel.

I had brought up my complaint with the staff and sent an email too reception.[protected]@riu.com but I've had no update.

Our stay at the Riu was from November 12, 2021 to November 15, 2021.

The name is Mr. and Mrs. Ronald and Amabel MacAuley

It's such a let down when one has saved and looked forward to our once a year vacation, only to suffer such extremely poor customer service and hospitality/

A group of over 20 family members and friends chose your Hotel as our destination to join our Cousin celebrate her 30th Birthday.

Every member of our group suffered being placed in rooms which were in the middle of the RENOVATION work that was being done at the hotel. My Wife and I were first put in Room 631 which was full of dust and noise from all the construction work, than moved to Room 512 which was no good either and the next day we were moved to Room 1834 which was too high up as I suffer from Vertigo. We were finally moved on the 3rd day to Room 1034. We spent our first 3 days moving from Room to Room when we should have been enjoying our vacation.

As you know your Hotel is quite costly.

I was very disappointed with the service we received and we definitely did not get any value for the money we paid.

Hello
We stayed at the Riu Hotel in Ocho Rios Jamaica
Dec. 1st to Dec. 11th
Our IPad was taken from our room 3217 over there…
We only realized when we got home, that we never packed it back into our carry on…
It wasn't in the safe or anywhere in the room. Since we looked all over prior to leaving the room. Upon trying to get help at the Hotel making numerous long distance calls from Canada it's been very difficult.
We were there with 84 other guests for our daughters wedding. Our daughter in law saw a maintenance person using a Bellhop cart with glass to replace a broken one coming out of our room. He was startled and said that he could not replace the glass since his glass he had with him was too big. We never asked for any replacement or ever saw any glass broken. We thought nothing of this when we were there since we never went looking for the IPad since we never used it while there. My wife only remembers putting it in the safe but possibly had it out on top of safe when a camera was taken out to use on the wedding day.
We are trying to get this information over to the Hotel but we can't seem to get through or when we did, never got any cooperation.
Please investigate because that same man was seen again on our checkout day with the same Trolly with same amount of glass like he wasn't even using the glass but possibly a cover to go around into rooms to steal things. At the time my daughter in law saw that man again she thought nothing of it since we had not reported anything missing and it was only when we got home that my wife noticed she never packed the IPad…
Please see what you can do since we have ran out of ways to get through to this Hotel efficiently
Henry

My family and I stayed at the Riu Hotel from November 29 to December 6. On Tuesday morning when we were walking from
The restaurant my mother fell and hit her head and knee, do to uneven floor. On Wednesday we received a note stating that the elevators will be out off order for one hour 11:30 to 12:30. They didn't start working till 6:30. Next day the the elevators did not work from 11:00 to 8:00 and no water working. My parents were not able to go upstairs to get their medication because they stayed on the 7 floor and both of them have bad legs. So we could not change to go for dinner. We had to wear our bathing suits for dinner. Our vacation was ruined. We would like to get compensated for all the troubles.

No power no water no lights in stairs fell downstairs no a/c only 1 restaurant open not 6 like it says couldn't get my medicine doors not opening smelled like glue giving me a headache elevators never worked right what a horrible 60th birthday this was a nightmare couldn't sleep to hot construction at 6:30 in the morning no toilets no casino the list goes on

I've been staying at the Riu Santa Fe since 2013 at least once a year and seem to have only managed to acquire 300 odd points? I read that the tour company is meant to add the points to your system. Is that correct? I've usually used Cheap Caribbean and Vacations to Go. I just returned 2 days ago from a 5 day stay. My client #[protected]. I'm hoping you keep records of your clients stays at each hotel as I have not kept my receipts for the past 8 years thinking that each visit I made was being recorded either by the Tour Company or by Riu itself.

I received the worst treatment by Manolo (front desk) and other staff. The service was poor, received wrong information regarding COVID test and did not get the accommodations I paid for. I would like a refund for the inconvenience and poor treatment. It ruined my vacation and I would never recommend this place, it lacks good customer services.

Contact information: Beda Gamboa
Email: [protected]@gmail.com
Phone number: [protected]

Check-in: Thursday, November 25, 2021 - Check-out: Sunday, November 28, 2021
Riu Palace Las Americas - All Inclusive
Reserved For: Beda Gamboa - 2 Adults
Room Type: Junior Suite
Requests: Additional Remarks: 2 QUEEN BEDS
Requests are not guaranteed.
Blvd. Kukulcan Lote 4
Cancun, QR 77500

To whom this may concern,

From the 11th till the 25th of november 2021 I was a guest at Rui Hotel Ochi Rios room number 3137 along with my sibling Andre Williams. During my time I was told we needed to complete a return home pcr test. I booked the test and went into the test room on the 24th where and I paid 30GBP for my test and my brother paid 40USD. The woman who done our test was called Shakiria. We both completed the test and was handed the receipt along with my paper form to say I have done a negative test. (IMAGE 1, 2)

When leaving the test room I had left my JBL wireless bluetooth speaker on the chair. I returned not long after to find my speaker had been stolen. I asked if it had been seen, to then be told by the person that done my test (shakera) that she seen it but didn't put it to one side. The speaker cost £55 and I purchased it just before my holiday. (IMAGE 3)

My flight to go back to the uk was the 25th November 2021. I got a coach transfer from the hotel to Sangster Airport. We arrived at the airport around 14:00. Before checking in I was asked for my return home negative test pcr test. I produced it to then be questioned about my D.O. B which was put on the test form as 06.11
1990 instead of 26.11.1990. My sibling andre williams's test information was input correctly. TUI then phoned up RUI to re-confirm that we had done the test due to my DOB being wrong. TUI were then told my Rui that there that there's no information to say we have done the test at the hotel. We was then told by TUI airline we can't check in as they have been told by the hotel that we aren't on the test system reason.
We then had the stress and inconvenience of contacting family and freinds in england to transfer me money because we had no money left from the holiday. By this time it was around 16:00 and our flight was scheduled to leave for 16:45. I had to then pay 72.24GBP for 2 more PCR tests.
(IMAGE 4, 5, 6 7)

This has caused me to feel dejected, disappointed and let down by what I considered a credable tourist resort. I should never have had to be put through that situation. I expect and adequate resolution within 14 days. If not I will be taking this matter further.

Yours sincerly,
Shaun Williams

Email: [protected]@hotmail.co.uk
Contact number: [protected]