CB Hotels and Accommodations RIU Hotels & Resorts guest room issues

RIU Hotels & Resorts review: guest room issues 1

Ghobrial of US

Feb 24, 2020 4:56 pm EST

Verified customer

Reservation number WRC0FM9A
Riu Class number [protected]
My husband and I reserved our long anticipated trip to Aruba in the all-inclusive Riu Palace Aruba from February 8th 2020 to February 16th 2020. We booked a junior suite with frontal sea view, cost $6, 642. Upon our arrival, we were checked in room 1035. The view from the room met our expectation however the room itself did not measure up. We noticed a leak from the sprinkler head in the bathroom ceiling and the water was dripping on the bathroom floor right next to the toilet seat which caused slipping hazardous every time one of us had to use the bathroom. We reported the issue to the front desk on February 10th and were told a maintenance staff will stop by to address the issue. NO ONE SHOWED UP and we had to deal with the issue by putting towels on the bathroom floor around the toilet and hoped none of us slip and fall.
The 2nd more major issue took place on February 14th, Valentine Day. While I was in the bathroom in the afternoon a large piece of the ceiling tile inside the shower area broke off and came down crashing in the middle of the shower floor. The broken ceiling tile knocked on its way down the towels on the rack inside the shower area. I was terribly shaken and extremely upset as I was one step away from a disastrous injury. It seems that the entire corner of the shower area ceiling was compromised by the leak that we reported four days earlier and the corner of the ceiling tiles was coming apart at the seam. We called for the manager on duty that day and Mr. Juan Carols Collada stopped by within half an hour with one of the maintenance staff. Mr. Juan Carols Collada immediately determined that room 1035 was unsafe due to the collapsed ceiling and we had to be relocated to room 736.
In summary, our safety was greatly compromised and our Valentine vacation was ruined. My husband and I paid $6, 642 for a luxury vacation in the all-inclusive Riu Palace Aruba and were disappointed by what happened to us in this luxury hotel and by the inaction of the hotel management to our safety concern.
We are asking for a refund of our vacation cost, $6, 642 as a compensation for jeopardizing our safety, ruining our vacation as well as the inconvenience of changing rooms on Valentine Day.
Sincerely
Amal Ghobrial Nabil Ghobrial
[protected]) 812-1665
[protected]@comcast.net [protected]@comcast.net
11905 Fountainside Circle, Boynton Beach, FL 33437

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Mskmr1

2 comments

Mskmr1 of US

Aug 06, 2020 9:47 am EDT

Riu Resorts and Hotels in every part of the world needs to have a MAJOR conference with each and EVERY single employee that teaches them the basics of Customer Service up to complete satisfaction of fantastic Customer Service to protect their name and to make sure they have customers that will want to return to their resorts! They seriously have a major lack in Customer Service! I did not have anything falling in my bathroom but my bathroom where I stayed was absolutely unacceptable and I can promise you that you’re in for a tough battle to try to get your refund back. Sorry this happened to you. I lost out on $1, 002.00 over two years ago and I was still fighting with them for a refund. I was told that I could have credits for an upgraded room but why would I want that? I was going on a once in a lifetime tropical vacation and it was a total nightmare and a waste of time and money. I was able to get a refund from the airline because they lost my luggage for a couple of days, so that was a plus. I will now read ALL the reviews before taking a vacation anyplace! Good luck to you!

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United States

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complaints@riu.com

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Support

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C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain

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