RIU Hotels & Resorts
Reviews and Complaints

Good morning,

I visited the RIU Palace Rivera Maya last week and ran into a few problems while staying at the hotel. Below are the details:

1. My husband and I dined at the Krystal, and I ordered the sea bass for the main dish and was very unsatisfied because it was overcooked, and the sauce was hard on the bottom of the plate. I did speak with the waiter and told him about the problem, he apologized and offered a different dish. We then ended the dinner, and I went and spoke with the manager by the name of Omar, and he took my room number and said he would find out what went wrong and let me know, but I was never approached with an explanation.

2. My husband and I were at the lobby bar with 12 other people and were having a great time when we came across a young lady that was approximately 20 years old who was drinking very heavily and could not make a reasonable decision. We all noticed five men surrounding her and kept suggesting that she drinks more shots, and she did. All of the guests were very concerned for her safety and reported this to Omar, the manager. After about 10 more minutes, we asked the manager to please come over and help with the situation. He did, and he asked the young lady a few questions and told me and the other guests that she said she knew the five guys and there was nothing else that could be done. We continued to watch for approximately 10 more minutes, and all five men continued to feed this young lady alcohol. She continued to become even more drunk, and the five men walked the girl down the stairs and disappeared. Approximately 20 minutes later, the young lady and one of the men walked back into the lobby, and they proceeded to walk toward her or his room as she was stumbling. We again approached the manager (Omar) and voiced our concern one more time, and his response to the me and the other guests was that we were discriminating and told us to basically mind our own business. At what point does the RIU become responsible for taking care of their guests to make sure they are safe? We all understand that she is 20 years old, but she was too drunk at that point to make a decision. As human beings, we were all just looking out for an individual who potentially might have become a victim of rape from five guys that she clearly just met while on vacation in Mexico. We, the guests, were very taken back by the response of a manager of the RIU Palace Riviera Maya.

3. My husband and I have been to this hotel five times, but this last time was very different and disappointing.

We arrive at RIU Orchi Rio on April 30th, 2024, upon checking in the customer service team was very rude. And unprofessional we arrive at 3:30 pm. I have reservation for 2 rooms. We were traveling as a family and my 80-year-old dad was with us, and he was having problems with his bank card being declined and the young lady that was helping him was very unprofessional and rude to him which was a quick fix we called the bank to let them know that it was him and that he was in Jamica and will be using his card. We ask her was it possible if my dad could be close to all the activity and she completely ignored us and whine up putting him on the second floor all the way at the end of the hall. I never ever delt with so many rude people in my life that whole front desk all need to be in a customer service training class. On our 3rd day as we were leaving our room to go meet the bus for our excursion. The housekeeper ran down the hall chasing us wanted to know what room we had and I gave her one of the rooms number she ask me could I sign here. Ok I though it was no big deal. I signed one of the rooms but what I learned later was I signed for her to not clean the room. so, when we got back to our rooms me and my husband room was clean, but my young adult children room was no touch at all it was no clean towel beds was made up trash was in the trash cans. I did have some good experience the people in the entertainment department was very friendly they would greet you when you see them passing through and the resort itself was beautiful. Also, the fold up couch in 1366 needs to be thrown out it has all kinds of stains on it and I refuse to let my kids sleep on that we did report it, and nothing was done even Dow they said someone will come and take it out.

I have been trying to contact customer service about my stay and no one has yet to get back to me. I stayed at the RIU paradise island from March 25-29th. I had a horrible experience and would like someone to reach out to talk to me about it. Here is a short story of what was experienced- I arrived and checked in. I was given room 202. I took photos of how dirty the room was. There was balls of black hair all over the bed, a used condom, and dirt/dust everywhere. The room was filthy. I requested a new room and was told no. I paid to spend the night at a different hotel until it was cleaned the next day. This room does not offer an ocean view that I paid for. Yet again, I took pictures to prove this. I will provide pictures anytime. We were told we had to make reservations with two to three days in advance so we could not eat at any other place but the buffet. The mini fridge in the room was never refilled. I only drank soda and water. I called three times in one day to ask for more water bottles nothing. Two different nights I ordered a sandwich from room service and neither showed up, so I walked to a store and bought food after the second time of waiting over 90 minutes. I feel I should be entitled to a partial refund, or at least have someone reach out to me. This is the second time I am contacting Riu. Expedia also told me they filed a complaint but have heard nothing in return. PLEASE contact me. At the vary least I want to submit my photos of the room and how dirty it was so this does not happen again. it was so unfair that I had to pay for this terrible experience. I have stayed at the RIU in Cancun maybe times with a great experience. This on the other hand was the worst hotel experience I have ever had.

Booking Ref [protected]



First of all can I thank you for organising for us to stay at the Riu Paraiso Resort Lanzarote .

The staff at the resort are impeccable and work so hard to deliver great customer service .

Sadly I do not feel the resort is of the platinum level we paid for or delivered a platinum service I would say we experienced 3 star while we were there.

We have just returned from our week away and unfortunately have to contact you on a negative note, your company is always our trusted brand and our usual go to as we both work very hard and look forward to a relaxing time and much needed break away.

Sadly relaxation was impossible as the beginning of our week was absolutely ruined by being your hotel being massively overcrowded ( this was confirmed by your reps to us ). We struggled to get a seat at dinner and on two occasion returned to our table during choosing courses to find our tables cleared, and new diners sitting there, we were forced to eat out three nights to avoid the chaos, The place was absolutely packed throughout and most uncomfortable at meal times and around the pool with not enough seats to go around, the butlins like entertainment was terrible, I could go to butlins much cheaper, in the restaurants children were running loose and touching food and putting it back, nobody monitoring them or imposing the resorts clothing policy some people often sitting in wet swimwear leaving wet seats. We even got told off for finding seats at a table set for 4 as we had no other options.

Most uncomfortable

Also at no point were we informed we would be sharing with the hotel next door and believe me I have looked at all of the hotel information.

During the day when we did manage to get a lounger later in the day we felt pressured to leave or move over in the evening as at around 5.30 the pool men were putting the sun beds back around us. Looking at their watches as if we were overstaying. It was not pleasant.

The drinks stations are a free for all with alcohol beside the soft drinks, I witnessed twice children putting lager in their glasses, surely this needs a rethink or monitoring . We have done platinum in the past and this was nowhere near the standards we expected or have experienced.

If I may suggest a few things, in the lobby bar I have never been in one that doesn’t offer glass mats, my drink dripped all over me , no nibbles or even ambient music. The restaurant could at least have an adult only section, it’s big enough and maybe some outside entertainment as we were unable to get a seat due to the volume of people. I did complain to the reps via chat but as there was nothing they could do about overcrowding I left it to the end of our stay ticket No [protected] they offered me a £100 for two of us off a next holiday that I declined as we spent more than that on eating out.

I feel this is not enough to compensate us for our extra costs to eat and drink out for 3 days to avoid the mayhem.

We both look forward to holiday again with you soon but hope to not experience the disappointments we have endured I am sure there will be other people unhappy as we were.

On a positive the hotel staff always managed a smile and kept the resort impeccably clean

I look forward to your reply.

Accident happened on March 2, 2024 approximately 5:30pm at the RIU Palace Tropical Bay, Negril Jamaica. Walking back from the beach I had to step up onto a wood bridge that was over a trench. I can't tell you what happened or how it happened but I fell off the bridge into a stone and sand filled trench below face first. There were a bunch of people and 2 doctors that came to help. RIU employee K. Francis took some information from one person from my group. I was put onto a board and taken to the nurses station. An ambulance was called to take me to the hospital. Julian, Guest Relations Manager, from the resort was at the nurses station but not sure what assistance he provided. Nurse on duty, Miram, and the ambulance personnel determined what hospital, Hospiten, I was taken too. Since we are from out of the country and didn't know the area my husband and family relied on them as to what was best. I had injuries to my face, left knee and right shoulder. I needed Xrays and CT scan to determine the extent of my injuries. I ended up with 12 stitches in my left knee and 2 stitches in my lip. CT Scan and Xrays were done also to determine if anything was broken, which luckily nothing was. After several hours of medical treatment, we returned to the resort. We got a van transport, information was provided by the ambulance personnel which indicated this was the safest way to return. Got back to resort about 4:30am. Front desk provided us with a wheelchair to get back to our room, Per female, didn't get her name, I couldn't keep wheelchair to use because they only had 2 of them and might need them for other emergencies. Sunday March 3rd nurse, not Miram, came to our room so we could fill out an incident report. I also had been given prescriptions from the hospital she assisted in helping to get me meds from a pharmacy on Monday March 4th. Had to pay pharmacy cash and delivery charge to get them. Since we didn't bring a lot of cash on our trip we had to borrow from our family and friends so we could pay for the medications and anything that was requested cash payment. When we stated we couldn't use resorts wheelchair the nurse said they had one that we could rent. $280 deposit and $45 per day. So we rented theirs for 2 days to start. Instructions from doctor at hospital stated my bandages needed to be changed by a professional/nurse. The first day I had them changed nurse Miram stated she would do them at no charge, but any other changes would need to be paid for at a cost of $44 per day, did this for only 1 day. Couple days later my friends went out on an excursion and had van driver stop at a pharmacy and we purchased supplies so we could change bandages on our own. Ambulance and hospital bills had to be paid immediately. My husband, Rick Mayo, was told by ambulance personnel that he had to pay $1150 and they would turn into our insurance. What he didn't tell him that was not the total bill. We received final bill when we returned home showing total bill was $2957.50 which $857.50 of that bill was for mileage. So was that why they decided to take me to that hospital which was 1-1/2hrs away from resort? Our vacation was an Apple vacation package. So we went to the Amstar rep and explained what happened and that we hadn't heard from anyone from the resort, other than the nurses, for the 2 days since the accident. They called front lobby and requested that Julian, Guest Relations Manager, come to see me. He was going to be on location at 1:30pm and so I waited for him to come. At 3:00 I called him and he sounded like he was confused as to who was meeting him where. He said he would come to my room right away. He finally came about 4:00pm. Sad that it took Amstar rep to call to get resort to do anything. Julian didn't provide me with much assistance. He contacted US embassy for me, but they would only be able to give me a money loan if I needed it. Julian stated he could rent me a wheelchair but it would have been about the same cost as the one from nurses station and I would have had to pay for that also. He provided me with details to file complaint and phone number for the RIU HQ. On Wed March 5, when I went to have bandages changed and request wheelchair rental for another day nurse advised that the resort was providing me with one for the rest of our stay.

Since I had stitches in my knee I was not able to go in the sea or pool so my vacation was pretty much a total loss for me. I tried to be upbeat so I didn't ruin the rest of my group of 6 peoples vacation. I feel the bridges are very unsafe. There are no railings or even a post to hold onto when stepping up onto bridge. You step up from the sand, which is anywhere from 2 inches to 5-6 inches high to get onto the bridge. Bridge is about 4 foot wide so kind of narrow for more than 1 person to cross over at a time. I feel if there would have been a post or railings on this bridge I would not have fallen off. I need to get full reimbursement for all the costs that I had to pay out. I have contacted my own health insurance and have been told that they will not pay since this happened on resorts property and the resort should be liable and I need to handle with resort. Please find included copies of all the receipts totaling $8935.85. I have also included a copy of the hospital report. If you need any other information please let me know.

Betty Mayo

6070 Thistlewood Ave

Scotts, MI 49088

USA

[protected]

[protected]@att.net

A. I had made prior reservation for a party of 2 at Hotel Riu Vallarta from 3/27/2024-3/2/2024. The reservation was for a Jr. Suite with king bed and ocean view.

B. Upon our arrival to Hotel Riu Vallarta, quite to our disappointment, we found out the hotel was under construction/remodeling. The whole lobby was being jackhammered! The level of noise and the amount of circulating dust and cement particles was staggering.

I immediately sought the assistant of hotel's front desk manager (Ernesto) to find us another Riu hotel and to arrange for our transfer to that hotel. After more than an hour, he informed us that he can arrange for a regular room with king bed at Riu Palace Pacifico, which only has a partial ocean view.

He also explained that the hotel would additionally cost us more than $650!

He also mentioned that he will arrange for our transfer to that hotel. Considering that we did not have any other choice, we accepted the offer. Quite surprisingly upon arrival to the new hotel, we ended up paying the taxi transportation fee out of our pocket!

C. Upon arrival to the Riu Palace Pacifico, quite astonishingly, we were informed that they are working with the Riu Reservation department to find us a room and that they cannot guarantee that we will have a room.

After another hour or so of waiting, we were informed that the only room that they can provide us was double bed room.

After multiple interactions and long conversations with the front desk manager (Aricela), we were informed that "Riu has NEVER guarantees a specific type of bed or view and guests must accept whatever is made available to them".

I explained to her that, since early 2020s, I have stayed at various Riu hotels on more than 30 occasions and based on my experience that is absolutely a false information. I informed her that is why a Jr. Suite and/or Ocean View has a higher nightly fee.

Regardless, after waiting another hour or so, she mentioned that all we can do is to stay the night at in the room with double beds and then potentially move to another room with a king bed the following day.

Reluctantly, considering that we did not have any other choice, we accepted her suggestion.

After coming back from eating a very late lunch, the front desk informed us that, somehow "miraculously", they have been able to identify a partial ocean view room with a king size bed.

We did not get to our room way past 4:30-5 PM.

Needless to say this was a very harsh and stressful beginning to our vacation.

Furthermore, I have to emphasize that Aricela's overall approach to "problem solving and management" was extremely heavy-handed and quite unacceptable. She was trying very hard to make us feel like we were the parties at fault and that the whole fiasco was caused by us!

Few topics that needs to be highlighted:

1. WE WERE NEVER NOTIFIED OR INFORMED IN ADVANCE (either by the reservation desk and/or the hotel web-site) THAT THE HOTEL WAS UNDER CONSTRUCTION/REMODELING.

2. This whole fiasco cost us approximately an additional $650 in hotel fees.

3. A review of relevant social media reflects comments by other Hotel Riu Vallarta guest their difficult experiencing related to the hotel being under construction/remodeling.

4. These guests have also acknowledged that they were also not informed or notified about the hotel construction in advance.

5. As a customer service courtesy, these guests were offered either a 10% discount from their current bill or a 15% discount on a future stay at a Riu Hotel.

6. WE WERE NEVER OFFERED EITHER OF THESE CHOICES!

Love to visit RIU Resorts. Not our first time at a RIU but overall the RIU Paradise Island experience was good. We take these vacations to be in the pool, get some sun, meet people and relax. Well on day one February 14th, 2024 the pool was warm and amazing. But for the next 5 days on our 8 day stay the pool was cold, and not able to get in. And this wasn't just me, several people tried to get in and immediately went back out. I reported it to front desk and they said the heater was not working due to failed part.

I understand things happen, but I also understand that I paid for a vacation with a pool that was warm enough to swim in. There were all kinds of rumors going around with the guest of what the issue was, think everyone was told something different. I would like to see RIU Resorts, give me some free days either back at Paradise Island or another RIU property. I do hope you take this into consideration and freely return some stay credits at RIU Resorts. My wife and I love to travel and again not our first stay at RIU. This visit was from February 13th to the 20th, 2024. Your staff was very accommodating but had no liable excuse for the pool being COLD.

Your time and consideration would be appreciated.

Michael Ostransky

Papillion, NE 68046

[protected] [protected]@timmerman-feeding.com

We were a party of 4 and had reservations at the RIU Palace Las Americas. FROM 2/10/24 - 217/24. Upon arrival we were told they had overbooked and would send us to a sister hotel of theirs 2 miles up the road. We had booked this hotel because we spent our honeymoon there 18 years previously and we were celebrating. Then the front reception staff would not move us to the other hotel until we signed their form saying we were going WILLINGLY WITHOUT COMPLAINT. I will attach the form, it was such a joke that I signed it Mickey Mouse! All the hotel is trying to do is cover their butts with a form like this and they would NOT even allow us to go to the other hotel until we signed the form UNDER DURESS. Since they knew we were there celebrating an anniversary they told us they would move us back after 2 nights in the other hotel, which they did do. In my opinion when I booked the palace and paid the price for the palace which is over $300 more per person then we should have been compensated in cash for the difference. Instead they gave us each a 50 minute massage thinking this was sufficient, it was NOT. Another group of 10 people were being forced to do the same thing and were told if they could get enough people to move, they would give them rooms. Unreal how this hotel operates. My name is Kelly Cota when you research your records.

I stayed at the Riu Paradise Island hotel 21-26 December 2024. I was harassed by 2 security guards. I complained to the Riu hotels and filed a formal complaint. The hotel lied and said they told me to pay for guests that visited me at the hotel, which would have been absurd since the guests that visited me never stayed at the hotel. I have stayed at the Riu on more than one occassions and have been placed in rooms that did not appear as advertised. I was served burned food. I was placed in a filthy room, etc. I think this time, I got the message. I am not welcomed at the Riu hotels and this might have been my last stay because of the harassment and the hotel's refusal to deal with what I experienced.

Good afternoon. I am writing this email after returning from RIU Vallarta on October 25th. I was traveling with my husband, our 3 adult kids, my sister and my eldest daughters boyfriend. We enjoyed our first couple of days. This was our first trip to PVR, we have been multiple times to Cancun & Los Cabos and have stayed at a RIU in Los Cabos.

On Friday we decided to go to the white party as it seemed a lot of guests from our resort did. Aside from the initial rain it was seeming to be a great time. We had a small high top table right in front of the dance floor. A while into the night we are dancing having fun and minding our own business and a woman comes to our and table takes one of our drinks. My husband then says that is my sons drink. At which point she glares at my husband, pours the drink on the ground puts the empty cup right in front of my him aggressively, smirks and turns to walk away. He at this point flicks the cup off the table in her direction in total disbelief. He has done nothing wrong.

Time passes, nothing is thought about it other than how weird and inappropriate that was. Approximately 15 minutes later two young men come and march up to my husband very intensely and get so close to his face their white face paint ends up on his forehead. They are going on about something but it is so loud in there he can't really hear what they are saying other than profanity. Like anyone would do in this circumstance he pushes them back as they were inappropriately close and seeming highly aggressive with their words. At this point my daughters boyfriend from the dance floor sees these two individuals in my husbands face so he rushes over to see what is going on. The boys are on the floor now from the push my daughters boyfriend slips on the floor and proceeds to get a punch on each side of his head from the boys (I have pictures). Then your staff pull the boys off/out and I am now telling my family we are leaving.

We had seen these two prior to this night so he knew immediately these boys were connected to the woman who had intentionally poured out the drink, let me add she was right behind them when they marched into his face. When I say we had seen them we had no interactions with them we had just seen one of them with his girlfriend strattling each other making out in the pool and we commented on how we didn't think that was acceptable behaviour. I said to my family, as a Mom I would not tolerate that.

We are extremely upset and annoyed that out of no choice of our own this is how our night is ending. We walk back to the resort and my son goes immediately and tells the front desk what has transpired and how upset we are. Never are we thinking this is our fault or it is going to end up being our fault. We sit and reassess what has just happened for 20-30 minutes in the lobby and then decide it is time to go to bed. Prior to us going up to bed they did not come back to the resort. Most likely still having fun.

The next day we are sitting outside the breakfast place together and we see one of the boys with his girlfriend. He is about to go in for breakfast and upon noticing us he decides he is now not. He glares at us walks towards the lobby on his phone and the next thing we know all the of them are standing at the top of the stairs looking down at us. Again we are not thinking anything other that wow. Shortly there after we see they have your staff over near them and eventually we are contacted to come to the lobby.

The manager (Gardenia) takes my husband and the boyfriend (who has done absolutely nothing other than taken a punch to each side of his face) and after a short period they are told their wristbands are exchanged, their alcohol privileges are gone or the police are being involved as this is what the other family wants. We are in absolute disbelief at this point. How could this happen when we were just minding our own business. It becomes all about the boys being under age and the push. Nothing about the underage boys being so aggressive in my husbands face, nothing about what the Mom did to begin with and then brought her boys over to him. What mother does that ? Encourages her 'underage' boys to get in a 56 year old mans face and swear at him. When they came over she was directly behind them. The mgr. says our staff says they witnessed and so this is the decision. We are saying they did not see what transpired to begin with what initiated it all. IT WAS NOT US. This is 100% unacceptable and nobody cares. My daughters boyfriend is in the process of becoming a police officer in Canada so he is not wanting to involve police and the mgr. is making it clear the police are not someone you want to involve. Nobody wants to discuss this further with us, there is no changing of anyone's mind. We asked to watch the video camera footage assuming there would be cameras in such a large resort and its denied. I asked why the mothers wristband was not taken and was told she wasn't involved. Again proving nobody there knew what actually happened and you were only listening to that family. We were also told the boys had bruises which they did not. It was very evident that was not true as we watched them walk around with no shirt for the next 3 days. Also curious did anyone on staff even ask why they were in my husbands face ? What initiated that ? Also why when we reported it after it happened were they the ones that you seemed most concerned about hearing their side and not ours.

The family then continued to walk past any/all of my kids and glare and punch their fist. The staff also pointed and questioned why two adults had kids bracelets on. Then the final straw was my 23 year old daughters boyfriend was humiliated in front of people and told to get out of the adult pool. Are you joking, he obviously is an adult and not drinking. We did have one of your staff come up to us to talk about it and and told us he was punched trying to get the boys off of us. I thought your staff blamed us ? More untruths. He made it clear he did not know what happened and it was only him and one other staff member there. No security nobody which he was surprised by.

I am not letting this go. We spent $5600 to spend a week there and were treated disrespectfully. We are a family 58, 56, 54, 23, 22, 20, & 18. We are not showing up at a resort trying to fight people. We did not get the services we paid for and of course without a doubt this changed everyone's vacation, all 7 of us. We asked for a refund for the days remaining so we could leave or even be moved to the other RIU and both were denied. How can you deny us that ? You think that decision was acceptable ? We were also told by the mgr. once the family left on the 24th we would get our bracelets back, making it very clear you were just appeasing them. The other 3 who caused all this chaos enjoyed the last days of their holiday with ABSOLUTELY ZERO consequences and continued to taunt us and glare etc etc. We reported this at the time and nobody cared. We also didn't get the bracelets back as promised.

I need to know how you are going to make this right ? Do not think for a second because we left with no conflict we are accepting how you have treated us. We will be continuing to follow up on this until there is a resolution as to how you will make this right.

Patiently waiting for a reply,

Michelle Stewart - on behalf of all 7 of us

Booking #RNT4WSYD

One week between 13th -20th October 2023, All Inclusive, Riu Bravo, Majorca. No one to take luggage to room or when we left. It was not offered, told to do it ourselves, we are both in our 70's. Room located in other building, long walk dragging our cases. Although access to Wifi was printed on our paper work, it was not explained to us. Service in dining room, only once did Maitre D, show us to a table, otherwise it was a shamble, find it yourself. Waiter service much to be desired, when wanting to order a drink or do it yourself. No coffee making facility in room or water and drinks in fridge. So we had to carry water bottles to our room. We have for many, many years always used Riu hotels and have found them to be over and above for customer service. A manager is always available, but on this occasion, no one. The pillows were awful, had to ask for others. There was a leak in the shower room, but was sorted once reported to reception. This one however, was the worst ever. Really spoilt our holiday. However, the cleanliness of our room was very good.

We are forwarding this letter of complaint to Tui uk and ABTA

Michael Verdun Thomas

Wetherlam

Ginhall Lane

Leominster

HR6 8RD

[protected]@aol.com

+[protected]

Tui UK & Ireland

Alexandra House Swansea SA1 5ED

20 October 2023

Re: Unsatisfactory Holiday at Hotel Touareg Boa Vista on 4th October 2023

Booking reference: [protected]

To whom it may concern,

I have just returned from a holiday at Hotel Touareg Boa Vista which was most disappointing.

I went with Wife.

Please find below a list of my complaints:

Day 1) 4th October 2023

Up on arriving at the reception we were informed that our room was not ready and it would be another two and half hours bef0re it would. We were exhausted from rising early in the morning then travelling for many hours. In order to help with a quick check in we registered our passport details and check in on line with the hotels App prior to our departure hoping it would speed the process up when we arrived total waste of time. It took just as long when we arrived as it would have done if we had not check in via the App.

We were unable to refresh our selves after a long journey and had to wait in very high temperature for a long period. After the specified time we returned to the reception and again we were told our room was not available and they were upgrading us to a junior suite which was in block 3 room 6161. Well on arriving we were shocked and disappointed at the filthy condition of the room and the building itself.

The windows were filthy dirty it looked like they never had been cleaned in decades there was black mildew on the walls along the ceiling line around the air-conditioning unit. Cracks in the ceiling plaster flaking of the walls, and then I looked under the bed. It was absolutely disgusting dust and dirty worse than anything I had ever seen plus a full bottle of water. I wouldn’t have put my dog into those conditions never mind a human being the hotel and Tui should be ashamed.

I went straight back to reception and made a formal complaint to staff members telling what I thought of their so called five star hotel more like 0 stars. And once again the excuse we have nothing available until 2pm tomorrow. We agreed to wait until then however I told the staff member that we would look at the room first before agree on any move. So in the meantime I photographed all the issues we found and they were submitted to you later in a complaint I made directly to you via your app.

We changed into our swimwear and head for the main swimming pool and yet an even greater shock awaited us when we arrived there. The pool was in a deplorable state of lack of maintenance, tiles surrounding the pool were broken or completely missing. The surrounding the pool was crumbling away or completely gone there were trip hazards everywhere. And these were minor compared to the pool itself Black mould growing in the bottom of the pool and on the sides. The edges inside the pool itself were filthy dirty and had not been cleaned. During our stay we did not see one person cleaning the inside of the pool just sweeping the dirt and dust from the crumbling paved areas surrounding the pool. Photographs were taken and submitted to you via a formal complaint via your app once again.

Day 2) 5th October 2023

Missed breakfast went straight down to the main pool, before reporting to reception in order to view new room. Meet member of staff at reception began trek to view room in block 9 and what a trek. I suffer with Asthma by the time we reached block 9 I became extremely short of breath, up to second floor and lead us into the room. Which had been completely refurbished or was new? And it was very nice. However due to the distance to was totally unsuitable for the reason giving. On the way back to reception I became very short of breath and had to take my Ventolin medication the staff member could see I was struggling greatly.

Once again at reception the person concerned said they had nothing available till 2pm tomorrow, it was getting very frustrating and annoying to be dealt with in this manner totally unacceptable. We returned to the pool for the rest of the day. When lying n the sun bed I noticed a very red blotch on my left arm after coming out of the pool. I assumed it was a touch of sunburn and thought nothing of it.

Day 3 6th October 2023-10-20

During the night my left arm became very itchy and had a burning sensation once again I thought it was sunburn even though I had been using factor 30 all the time. At 2pm we returned to reception and were taken to room 3102 in block 3 a very short distance from the main restaurants. The room was far more presentable and closer to restaurants and bars etc. So we returned to room 6161 in block 6 to get ready to move. We moved in to room 3012 block 3 hoping this would be the last move which it was.

On returning to the pool my arm had begun to swell and the itching and burning was getting worse and this continued tall night long keeping me awake. The room prove to have a number of faults 1) air-conditioning unit was very loud on settings 1-2 setting 3 was better but remained to loud in order to sleep. We kept it turned off at all time other than when we were out relying on the overhead fan to keep cool. 2) When the toilet was flushed the smell of sewage was very strong. By this time we had enough of moving and backwards and forwards to reception and complaining. 3) The bed sheets were far from clean I was about to photograph them to show reception but wife convinced me not to.

Day 4 7th October

Due to the appalling condition of the main pool we moved up to the infinity pool which was very clean and in good order. By this time my left arm had swollen to over twice its size and the itching and burning had become much worse. While at the pool I went on line to research black mould in swimming pools the results were shocking

1) However, although the black algae itself won’t cause illness, it can attract insects or harbour organisms or harmful bacteria like E. coli, which can make swimmers sick. Young children and elderly ones could have life threaten conditions with E. Coli but do TUI and the hotel care of cause not. Money comes first.

2) It’s best to avoid swimming in a pool with black algae until you’ve eradicated it.

Once again I took Photographs of my arm and submitted yet another formal complaint, later I filled an incident from in sent by you and made a direct complain to the Tui reps. their remarks and response were frightening. We are fully aware of all you have reported and told us we have forwarded all you Photographs to our head office but we are totally powerless to do anything.

Then via the app I received a number of messages asking if I required any medical help. Fortunately having travelled extensively worldwide I always carry a number of different medications. One of which is antihistamines once my arm had began swelling, I knew it was an insect bite and took 1 antihistamines 4 times ad day. It took more than five days before the swelling began to reduce. I made a total of six complaints vi the App all recorded with photographs all sent to the TUI reps who said they had forwarded them on?

Day 4 – 14

With all this happening we thought things must begin to improve but how wrong were

On the 11th of October we went to the main restaurant for an evening meal. During the day of the Imelda begun to have severe tummy pains, that evening we were due to go on a turtle watching trip. As we were going to the meeting point Imelda had to rush back into the hotel having very chronic diarrhea. When going onto the beach Imelda was in awful pain and had to go in the dark to the toilet. During the night Imelda was violently sick and constantly on and off the toilet never in 36 years have I seen Imelda being so sick and in so much pain.

Next day was the same so Imelda took rehydration salts and lots of fluid with very no food this lasted many days and Imelda has not as yet made a full recover. One of the other guests who had come to know gave us some more rehydration salts which was very kind of her.

We heard via other guests that a number had been restricted to their rooms due to the same prolems. First thought was the swimming pool as it was so dirty and with the black algae the Tui reps and the hotel management were fully aware of the condition of the pool and still had no concern for the safety of those using it.

We never used the main pool for all the afford mentioned problems then the unthinkable happened all

Guests were barred from using the infinity pool some were threatened with eviction from the complex if they did not move or attempted to use it. And yet we had paid to use that pool we were barred due to the adult’s only pool breaking down as they had paid more for the holiday they had priority over us.

Moving on to the Italian, Asian and Boa Vista restaurants that have to be the worst specialist restaurants we have ever attended. Service was none existent much of the food was uneatable over cooked under cooked very poor choice. Wines were diabolical really cheap and nasty, spirits were the same beer was fine. Before leaving I spoke to one of the managers about some of these issues, he said they were aware of them and were trying to get the group to give more money to address the issues.

In all this is the worst holiday we have ever experienced with Tui absolutely disgusting hence this letter

We contacted your representative at the resort on 4 October 2023, but they were unable to resolve the matter and advised us to complain upon our return home.

Under The Package Travel and Linked Travel Arrangements Regulations 2018 you have a responsibility to provide all the elements of the package contracted for as they were described. We are legally entitled to receive compensation from you for loss of value, consequential losses and for the disappointment and loss of enjoyment we suffered. As you failed to provide us with the holiday we booked we are seeking a full refund plus compensation from you for the problems we encountered, and for the distress and disappointment we suffered as a result.

I have also sent a copy of this letter and enclosure to ABTA (of which I note you are a member).

I look forward to receiving a response from you within 14 days of receipt of this letter.

Yours faithfully, Michael Verdun Thomas

PS I have many more photos of the appalling condition of this hotel

Hello on the 15th October i went to riu montego bay and was servied by Juan and another man at the front desk

I paid in cash $92,000 JMD , but my room was reserved in £461 GBP.

1st i was over charged and 2nd the man that served me tried to tell me that my money i gave him was short and when i wasn't looking he attempted to put the money in his pocket. I saw him with my own 2 eyes

I've stayed at riu many times and i won't be staying again. They are thief's. And they make jamaican people look bad.

This ruined my whole birthday trip and put me in and a bad mood for the duration of my stay

I only realised that i was overcharged when leaving today and i looked at the exchange rates. And i didn't want to ruin my birthday trip

You can check the cameras as i counted out th3 money on the desk after he tried to say they was only $84,000

Juan and his accomplish jawyon (i think his name was) were acting like professional thief's and probably do this alll the time. It makes me sick that some one in a position of power would steal like a common theif

I have learnt that you should never pay in cash.

I was going to post a video on social media warning people to stat FAR away from your company

I stayed in the room 4132 on the 15th October to the 18th.

I would like a FULL refund

My husband and I visited Ocho Rios Jamaica on October 3,2023 through October 11,2023. I'm an active walker and on October 5,2023 while returning from my walk, I hit my foot on a raised concrete located on the walkway from the front entrance gate to the resort. I fell and slid forward. I sustained large abrasions and pain to my right elbow and right knee. I reported the fall and injuries to the resort nurse and the Relations Manager. Due to my open wounds and pain, our excursions had to be cancelled and I could not use the pool, the beach or participate in daily activities. Our vacation was ruined. The walkway is unsafe and needs to be repaired to prevent future incident like this from occurring.

Joan Coombs

[protected]

[protected]@aol.com

During my time at your hotel RIU Montego Jamaica last week, the air conditioning had gone out throughout the resort for a couple of days, i was with my 75-year-old mother and things became difficult at times. I as well as the rest of the family has spoken to the Assistant General Manager Luis Ramierz who stated that the company was well aware of the problem and to contact you for perhaps some type of compensation.

We booked to stay at the Riu Hotel in Montego Bay, I asked for a room upgrade but was told there were no rooms available so i upgraded to the Hotel Palace, booking reference WRC1HYJZ On the 6th August 2023.

The room was lovely but you could not sit on the balcony due to it being over the service area, it was awful, noisy and smoky, I was shocked at this as we paid for a garden view. I have attached a couple of videos, I have more if you want them. I upgraded to the Palace thinking it would be better but it was so very disappointing 😡

My wife & I arrived at the Baja California RIU on Friday 9/22 under confirmation RNT4VMMZ, the next day Saturday we returned to our room that night to find we had no water, the front desk assured us that this was temporary & that the water would be on in a couple of hours - the next morning we awoke to still no water with no way to shower or clean up this continued all day Saturday within a hot humid sticky environment, Sunday still no water early am, even told at breakfast that the problem was resolved only to return to the room to find still no water - the water came on briefly before going out to an outing but once we returned it was off again. At check out time on Monday morning we still had no water to clean up before our trip home.

D. Dukes

Good day to you and your staff.

This corespondent is coming from Jean Stephens (Riu #:[protected]) and Melvin Donegal (Riu #:[protected]). Our reservation number for this trip is WRC1E8AZ. This reservation was for out stay at Riu Negril facility, checking in on 08/26/2023 for 10 nights.

We have been vacationing at Riu in Jamaica since November 2006. We have stayed at Negril, Ocho Rios and Montego Bay, we must say with extreme prejudice that this was our most disappointing stay EVER, EVER.

We will start with the bathroom, the bathroom was a mess it was not cleaned properly. They were soap and toothpaste scum on the faucet and mirror after it was cleaned by the house keeper. The same can be said for the shower. The toilet was one flush away from clogging up and it did clogged up twice. I told the house keeper and also reported it to the front desk too. My lady Jean was told we had to make an appointment for drinks restock in the room. To our knowledge from prior stay at your facility over the years was drinks restock is every two days. One morning I sat at the edge of the bed and fell to the floor. I report it to the front desk. I figured the bed was fixed but the same thing happened again a couple to three days again. I decided to check the bed myself, to my surprise the foot was missing on the left side of the bed facing it. Now how could this be? How? We again reported it to the front desk. They offered to switch us to another room but by then we had about two days to go and my sister’s and my nephew’s (Melva Donegal & Marquice Lewis reservation ID:RNT4QJBX) nightmare room switch was fresh in our mind. My sister and my nephew was roomless/homeless for most of the day on the room switch. Her situation was bad, she had to switch room three times. The shower rags, hand towels and towels were like using a course sand paper. We felt like we were staying at a very, very cheap roadside motel and not a four star all inclusive resort. Our disappointment is so, so deep that we have vow to start vacationing with another bran. We know that with the volume/number of guests that you booked, our decision will not matter to your company. You all have a blessed and safe day.

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M. F. Donegal 🙏🏾🙏🏾🙏🏾

Theft of a 10k wedding set white gold with 3 k diamonds

We arrived at Riu Palace Peninsula Cancun on 9/14/23 and we had reserved a room with a king bed because it was our anniversary. We went to the receptionist and spoke with Andrea. Andrea said that the next day they will give us a room with a king bed. Next day we went to check and we talked with Marco he gave us a room with a king bed # 631 and told us to leave our luggage in our old room 493 and the bus boy will transfer everything for us to the new room. We went to the beach all day and when we went back to our room they didn’t transfer the luggage. We called the receptionist and Marco brought our luggage. When I cease getting ready for dinner and wanted to wear my wedding rings they were missing from my bag.

I have just returned home from vacation in one of your Riu hotels in Jamaica ochi Rio’s.

I would like to make a formal complaint after making a verbal one down at the hotel on 24th august 2023.

I checked into the Riu hotel, myself and 3 children aged 14,10,2yrs, on the 14th august for a 2 week stay! Overall the stay was amazing up until the evening of the 23rd.

We returned to our room after an evening out on an excursion to find our toilet overflowing with water. I quickly used all the bathroom/beach towels we had in our room to absorb the water as much as we could whilst contacting the main reception for help. They notified me on the call at 19.10pm that help was on the way! At 19.25pm a plumber engineer showed up and stopped the water from continuing to over flow. He had no materials to help mop up the water, but advised me help was on the way. He even radioed maintenance services to attend with a water hoover before he left. I waited and I waited. During this time, I called back reception over 30 times to the point where I ended up getting no response, I made a enquiry via the Riu app, I even sent my 10year old down to reception to explain it was urgent as the amount of water flooding the room was beyond my control and a hazard as it was even in the hallway of the hotel.

My son who is 2 years old climbed off the bed and slipped in this mess of a flood smashing his nose on the bedside table leaving him with two black eyes that developed the next day!

After 2hours and 2 mins of waiting for help to arrive a man knocked on our door with a mop bucket and mop… Only to then tell me he will come back with more help as he wasn’t told the severity of the water. I then waited a further 15 mins before real help had arrived by this time is was 21.43pm.

It took the two gentleman 50 mins to dry and clean the room as the water flow had flooded the entire hotel room completely. They had to move ALL beds & furniture. My belongings were wet, me & my children were unbathed as we was unable to use the shower due to the floor being covered in toilet water and we had NO towels and we were starving!

By the time we all went back down stairs to eat the restaurants were closed. I was livid! I went to reception to complain and see what could be done as myself & the children had not eaten and couldn’t leave the room only to be told “sorry ms but can you come back tomorrow when a manager is on call. In regards to food you can get light snacks in the sports bar”.

As you can imagine by this time I am furious. I spent over 10 thousand pounds to come and stay at this top quality hotel to be treated in such ways. My son was injured during this time (with a broken nose we come to find out once we have returned home), none of us had eaten and I had to get a taxi up the road to find warm food, costing me extra money due to the lack of service, empathy and care the Riu showed us during our stay.

I felt absolutely unheard, ringing a help line (reception) only to be told over and over again, “Someone will be with you soon”, then after many calls I was just rung out to the answer phone.

No one pays this much money to go on holiday to have to be treated like this. I wasn’t given any good option for warm food for myself or the 3 children, a room change or even any medical treatment for my son.

I want this complaint to be dealt with to the best of its ability as it honestly ruined the end of my holiday with my children.

I spent my hard earned money to come for an experience of a life time be treated as if our needs and safety did not matter. This is not on and no one staying or coming to the Riu hotel should be dealt with in such ways.

Please get back to me asap

Kind regards

Zoe Osborne-smith

[protected]@gmail.com

[protected]

Room 1249