CB Hotels and Accommodations RIU Hotels & Resorts front desk staff at reggae, asking for more money on my booking & getting locked in the room in the palace.

RIU Hotels & Resorts review: front desk staff at reggae, asking for more money on my booking & getting locked in the room in the palace.

mdavis@outward.org.uk of GB

Aug 28, 2019 12:03 pm EDT

Verified customer

I am not sure were to start
I booked myself and my sister into the Riu Montego Bay, when we arrived we were told that we would have to share a bed because the hotel is full so even though we requested two beds it was not possible. the room we got was on the ground floor opposite the store room we could hear everything that the staff were saying? I got a call from customer services asking if everything was ok? I told them no because we have got to sleep together and listen to the staff guarding the store room. after about 5mins I got another call telling me that I must go to the front desk because it has been arranged for us to move into the reggae, but one of the nights we would have to go back to the Riu Montego Bay then come back to the Reggae the next day.
when the day came to move back to the Riu Montego Bay it was the same problem we would have to share the same bed. I asked if they had any rooms in the palace and was told yes but I would have to pay for the one night before going back to the Reggae. I paid over $400 dollars for the one night only to get locked in the room. there is a lot more regarding this but I shall leave that for later. when we went back to the Reggae the next day I was told that I have got to pay again to come back to the Reggae, by this time all we wanted was a room so that we could get some rest. I told them that I am not paying for the same room twice because I have just paid over $400 us to stay in a room that I was locked in due to the battery in the door running out plus the maintenance man having to shave off the top of the door so we could get in and out. I had to meet with the hotel assistant manager who was very nice, she informed me that the staff should not have asked me to pay more money to come back to a room I already paid for. she could see that we had spent more time out of our room at the front desk, and she said not to worry and made sure that we were given a room. I have since sent in a complaint about this because I had enough of paying and being asked for more money.
I would like to say that I have stopped in the other Riu on the island and never had this problem but it was being refurbished at this time so we booked into the one in Mo Bay. we ended up leaving the hotel at 4pm because the manager said that we could stay in our room for a bit longer because of all the problems and money I spent. I took a large group of people to Jamaica last year and we all stopped at Holiday Inn and we had no problems so this year I decided to try your hotel, well what can I say more than can someone contact me please before I do my review.

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