CB Hotels and Accommodations RIU Hotels & Resorts Riu Palace Punta Cana - Filthy grounds and unsanitary room

RIU Hotels & Resorts review: Riu Palace Punta Cana - Filthy grounds and unsanitary room

Greg Sto of US

Jul 30, 2024 2:53 pm EDT

Verified customer

Featured review

My husband and I went to the Riu Palace Punta Cana at the end of May this year 2024, originally booked for 9 days (arriving from Fort Lauderdale Florida). Some years back, we had visited a Riu in Mexico and had a very nice experience and so decided to try this Riu hotel.

When we arrived in the early evening and went to our room. The hallway to our room was a dark and most of the hallway lights were not on. The room itself was not clean. But even worse in the bathroom, water was leaking from the ceiling and the paint was peeling. There was water dripping from the ceiling down the shower and walls onto the floor. The shower wall was peeling and there was mold, and the shower was not clean. Evidently, the leak must have been going on for awhile. We did not unpack and immediately went to the front desk and explained the issues. The representative at the front desk said there was nothing they could do as the resort was completely booked, and so were the other neighboring Riu properties. We explained that we could not stay in the room as the room and the water leaking from the bathroom ceiling was unsanitary. We asked for a manager but was told the manager was not on the premises at the moment, so we decided to get something to eat and return to speak with a manager. We went to the main buffet and as I was putting some food on my plate from one of the food stations, we looked at the wall, and there were cockroaches crawling on the wall (not water bugs but cockroaches). We both felt disgusted and left the buffet. We went back to the front desk and told them about the roaches. Again, the rep said there was nothing they can do, we could not move to another sister hotel as they were all full. We asked to speak with a manage but was told the manager was not there and there was nothing they could do for us. We told them we could not stay as the room and the hotel was unsanitary. We asked for a refund but was refused. In the meantime, we secured a room at the Barcelo Bavaro nearby for the rest of our stay. We had no choice as our room had unsanitary water leaking into it and the restaurant had cockroaches. However, the Barcelo Bavaro could not accomodate us until the next morning, so we had no choice but to stay at the Riu until the following morning. The next morning we asked for a refund from Riu Palace Punta Cana but they refused. We checked out and left. But now had paid for 2 hotels!

By the way, the grounds themselves at the Riu Punta Cana were filthy. There were litter and cups on the throughout the grounds and in the pool. It’s one thing being dated, but being filthy, dirty and unsanitary is unacceptable. The adjoining Riu property was just as bad. The staff Riu staff handled the situation poorly and did nothing to help us but still had our payment for the 9 full days and would not refund us. We have pictures and videos of the filth, the leak and the cockroaches yet they did nothing.

Do not go to Riu. There are too many other resorts that are clean and accomodating.

Claimed loss: The entire amount we paid for the hotel stay plus transportation to get there

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complaints@riu.com

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