RIU Hotels & Resorts Omdömen 658

I had a very disappointing experience at Hotel Riu Playacar. Under Reservation No. WRC378NC, my complimentary airport transfers with RIU Hotels & Resorts were confirmed and I received a valid voucher. While the arrival transfer worked, the return transfer was not honored.

Despite showing my voucher, the hotel staff said my name was not on the list and offered no help. I was forced to take a taxi under stress and pay USD 80 to catch my flight. I also sent three complaint emails and received no response. This lack of organization and customer service is unacceptable.

On first arrival hotel looks big and nice, reception is smart, clean looks good, staff are friendly welcoming etc,
Head up to your room and I thought I had gone back in time, dark wood everywhere, green painted ceiling, heavy old dark fashioned curtains, manky green carpet,
Curtains are for show you can't pull them at night,
Bathroom well taps badly hanging off the wall, and no Matt in bath so very dangerous and slippery,
Toilet moved every time you sat on it,
TV is a waste of time, standard TV and no English channels.
Balcony never saw the sun it was windy, cold, couldn't even enjoy fresh air, the view was nice though just a shame we were based on wrong side of hotel so couldn't enjoy the sun.
Smelly corridors no air flow,
Having gone around to see what's around the hotel I soon learned that this is really a smokers hotel as people say and smoking everywhere,if you wanted a drink you had to walk though people smoking to get one, it soon came clear the just of off the reception was a seating area outside that people were sat on smoking which meant the reception area the also smelt of fag smoke.
Instead of a having a designated smoking area away from the pool,bars seating, reception, so people who don't want to smell of an ashtray had somewhere to sit and enjoy the sun and drinks , we found it impossible to do as there wasn't anywhere.
Now the food well it was the same everyday, nothing different and the worst I've ever had at a Riu hotel.
If you want a drink after 11pm forget it you won't get one, snacks waste of time and again can't get bugger all after 9.
This hotel just doesn't flow at all it's poorly designed the food hall is so cramped with no space around the food, no system, people I have found are rude and arrogant, they push in front of you, bump into you and even grab things across Infront of you. I was lining up to get a jug of milk when a lady went between my legs and grabbed a jug the pushed me to get her milk before me, what is wrong with people. It's like feeding time at a zoo.
The entertainment layout is like one long hall where you sit in rows so if you small you can't see shit, if your at the back you still can't see shit, you can't talk to other family members because they are way down the other row.
Who every designed this hotel has no clue as to how things should flow .
Would not stay here again.
Should have been demolished when the government said it should.
Noise this hotel is a joke when it comes to noise,
You can hear everything, every time someone showered or flushed the loo it's like a waterfall in your own room,
The toilet ceilinder leaks into the toilet so a constant drip,
I didn't need my own alarm clock ever body else alarms woke me up.
The constant bangs and dragging of chairs and feet etc, I've never known a hotel so noisy as bad as this, I'll be glad to go home just to get some sleep, I even brought ear plugs and that didn't help.
The only thing this place has going for it is that it's on the beach, absolutely nothing else.

I booked to take my father to a RIU Hotel we have visited 10 times. I booked the free cancellation option but asked the hotel if I could pay up front so we weren’t messing around sorting payment when we arrived. 3 weeks prior to arrival my father was admitted to hospital for emergency surgery and will not be fit to travel. I contacted both the hotel and the RIU group and they have cancelled my booking but are saying I haven’t paid. I have £1600 gone from my account and also received a payment confirmation from them. I’ve spoken to my bank who are now trying to help but have been advised they also set this up as a monthly recurring payment. After so many happy holidays with RIU I will unfortunately never book again. Just still hoping it will be sorted.

Absolutely disgraceful. TUI lied to us the whole holiday, and then the manager (Omar) of RIU Funani was rude and threatened an upset (not aggressive) disabled man with security.

We booked a holiday with a disabled room as we have a wheelchair user in the party. We called twice to ensure that everything was set for our friend so he could enjoy his holiday. When we arrived at the airport we were told there had been a taxi for 4 people organised so we could all stay together, and TUI knew we needed disabled friendly transfers. On arrival our friend was carted to a vehicle and put on without us, leaving him quite scared and upset. When the rest of the party got to him we were told there was no room and that the welfare taxi's don't take more than 2 people. Not only was our friend separated from us, we were also lied to by TUI.
We arrived at the hotel and were given our rooms, the room we got was not disbled friendly at all. It had a step into the shower, no handles for support in the bathroom and the sink was too high for him to access. When we requested a different room at reception they told us they were fully booked. This was a shock as there were rooms across our block that were not in use. So they were happy to take our money, and believed because there wasn't a room available at the time that it was ok to give us a different one.
By day 12 we had had enough, our friend had sickness and diarrhoea because of the poor hygiene of the staff and hotel. Because the room was not disabled friendly there were accidents which completely took away his dignity and cause serious upset for him.
We finally complained to the TUI rep who was as helpful as one could be with default answers. However, the TUI sales rep and the hotel manager said it had not been reported that we needed a room that was disabled friendly. The manager was rude, shrugged his shoulders and said it wasn't his problem, and when our friend in the wheelchair got upset (not aggressive) he threatened him with security and said he could pay for another hotel if needed.
The whole time both TUI and the hotel contradicted themselves, saying that it was neither of their problem, however TUI had it on their system that there was a wheelchair user in the party. So it doesn't make sense to not give us a wheelchair friendly room.
We will never ever be using TUI again and we would recommend everyone choose someone else too. They were not supportive and have lied to us the whole time, trying to pass blame to us.
This was not rectified, TUI and the hotel are placing the blame onto us and it has been the worst holiday I have ever been on. TUI are liers, they mis sold us a holiday package that was not worth the price we paid.

Do yourself a favour and avoid Riu funana and tui as an operator. Tui should be ashamed to sell this place as 5 star.. it definitely is not. On arrival we were given an occupied room and when we returned to reception we were treated like we had done something wrong. The manager Omar was eventually called and the guy was obnoxious and rude. After being given another room (which appeared to be in his good will rather than something we had paid a lot of money for) we made it to dinner where on the first night all 5 people in our party became sick shortly afterwards. We lost 4 days here to violet sickness and diarrhea. Reception were virtuous enough to tell us town was just a 15 min walk away if we wanted meds as there was nothing available in the hotels shop. Starting to feel better and emerged from room, pool closed off as sickness and diarrhea outbreak. After being so ill we were Cautious with food but noticed how dirty most of the cutlery and plates were. The Food was repetitive and quite often stale / sweating. Spoke to a few other people who had had sickness and diarrhea and given the state of the hygiene across the board I am not surprised. Dirty tables, chairs, insects, flies, just mayhem. Cleaning appeared to be half arsed wipes of tables with a wet cloth. But only the one wipe across the middle of course. Do yourself a favour and save your hard earned money and go literally anywhere else. Cape Verde is a dump. Riu funana is a dump. Omar and his team are rude, obnoxious and couldn’t produce a smile between them. The tui reps are also an absolute disinterested shower.

We stayed in Riu Sri Lanka couldn’t fault anything .Food was amazing , so much choice particularly as I’m vegetarian.Staff were incredibly friendly and helpful
Good selection of drinks included
Hotel well kept
Lovely pools and lots of sunbeds
Would definitely recommend and visit again
Thank you to everyone we met

Nous sommes client RIU Class depuis 3 ans, nous sommes allé 3 fois au RIU Atoll Maldives. Cette année très mauvaise prestation, accueil très très mauvais, la manageuse n'est pas à l'écoute et ne sait pas gérer, personne ne parle français pour un groupe Européen c'est plus que moyen.D'habitude il y a un au moins 1 personne qui parle français. Nous avons effectué notre réservation directement via RIU plus de 5 mois à l'avance en précisant nos choix de chambres bâtiment et coté ouest et le fait que nous étions avec des amis qui sont aussi RIU Class. Rien n'a été fait dans ce sens tout l'opposé! à quoi cela sert 'il d'être RIU Class : à rien nous sommes des clients quelconques
L'hôtel se dégrade de plus en plus, les serviettes auraient besoin d'être changées, celles de la piscine sont tachées, des trous dans les rideaux de chambres, des poignets pas remplacées, etc.... Je déconseille nous avons testé un autre hôtel dans un autre atoll le NOOE magnifique et parfait en tout point.

well not a 5 star hotel cape verde.i would never use them again.
should shot down. toilet not flushing room door lock not working door frame damage.
pools black marks on the bottom
most of the furniture damage falling apart

I am extremely disappointed with the lack of communication from RIU. I sent an inquiry in early January and was officially told I would receive a response within 15–20 working days.
Today is about the 25th working day, and despite follow-up emails, I have received zero communication or resolution. I am now being ignored by the customer service team. I would like an immediate update on Case 396469

We had an amazing vacation at Rui Negril Jamaica. We were a group of 15 and were all impressed by the cleanliness and high quality resort. The rooms and restaurants all first class. Food was very good plenty of choices. Lots of beach and pool chairs available. The staff very friendly and attentive. Entertainment good. The resort was recently upgraded and renovated it’s extremely tasteful and pleasing.

Food could have been covered protected from flies .Being Hindu Vegetarian they could have used different utensils such as the same pizza cutter.I was reluctant to eat the chips as may have been fried in same oil .No way of knowing.Also there was no stickers on labelling as many people are vegan or vegetarian and against consuming animals .

I had to delete my review to reply to the Riu Westminster Plaza Manager, I made my reservation through your website directly not with a third party, my reservations have been cancelled without my consent and I have not received a refund. I want to make future customers aware of my experience with Riu. I was also informed that they only had 2 reservations when in actual fact there was 3 and they only reluctantly agreed after showing them my credit card information for the 3 reservations. I am very concerned that they do not understand the seriousness of the situation as I a a female, pensioner travelling alone with a severe disability that affects my limbs I have no arms. In regards to the missing reservation I would have arrived in London late at night only to be told that I had no reservation, can you understand my sheer horror, concern, distress and disappointment to be a female pensioner alone with a severe disability where it affects my limbs and have no arms. Riu are obviously the huge amount of danger I would of been in. I want to know when I will be refunded and why I have not received a refund as of yet. Riu have my money which I am entitled to and I am extremely concerned that they are withholding my money as if we are being frankly honest this can be construed as fraudulent. I am absolutely aghast that this is how your hotel treats a severely disabled vulnerable pensioner travelling alone. Riu should be ashamed of themselves and their unethical business practice, acumen. I would get better customer service and support from Premium Inn. I would like to review my experience with Riu and make future customers aware of their level of professionalism when dealing with vulnerable customers. This situation has caused myself considerable distress and is having a terrible impact on my mental and physical health, my blood pressure is through the roof and I worried this situation will result in me having heart attack or stroke. These trips were meant to be therapeutic, relaxing and to recuperate as I have recently been made a widower. The reply I received was a generic reply and to add insult to injury you addressed myself incorrectly, I am shocked that this 5 star hotel couldn’t check my booking confirmation where not only will you see my name but it will have my address, reservation date, email, date of birth should I carry on or do you understand my sheer frustration and disappointment. I was informed when I telephoned that you had cancelled my booking’s without my consent nor did you send confirmation of this. The lady I spoke to would not tell me when or why my reservations were cancelled and then preceded to hang the telephone up and ignored my attempts to call back. I was spoken to extremely rude, impolite and the sheer level of disrespect, unprofessional is astounding. I have been nothing but polite, respectful and very accommodating regarding this situation. Riu cannot honour the services that I made the reservation under and gave me no prior notice to change my reservation or request a refund. I would like the refund to be applied to the credit card used when making the reservation. I received no invoice regarding the reservations, I tried to resolve this matter copious times to no avail. I am an elderly lady with a severe disability, I am a thalidomide and have no arms and am travelling alone and this is how Riu treat their valued diamond customers the absolute level of unprofessionalism, disrespect, impoliteness, unethical practices is astounding.

I have completed the online complaint form and received this reply below,

Dear Mrs. Kirwin-Thomas, Thank you for your email and your interest in RIU Hotels & Resorts. In regards to your requests regarding these future bookings, please contact our Reservations team at reservations email. Thank you very much! Warm regards, Francesca P. After Travel Customer Care  

This is how a 5 star establishment deals with formal complaints, they haven’t even commented on my concerns, unethical, unprofessional and negligent service. I find this extremely concerning that they failed to understand the danger they put a vulnerable, disabled pensioner in, it is alarming and quite frankly shocking

Check-in was smooth, and the exterior of the resort is well maintained. Restaurant and bar staff were generally pleasant. Unfortunately, that is where the positives end.

The guest rooms are extremely outdated with poorly executed, cheap finishes that do not reflect a resort experience. More concerning, however, was the conduct of the front desk and management, which turned our stay into a stressful and alarming experience.

During housekeeping, minor makeup residue was noted on towels and sheets—normal wear and tear for a beach resort. Nothing excessive or damaged. Despite this, housekeeping never replaced our towels or changed our sheets during our entire stay.

A day before checkout, we received an email claiming we owed $520 for towel and sheet “damages.” We were not connected to WiFi often and did not see the email immediately. That same evening, around 7/8 PM, security and housekeeping repeatedly came to our room—knocking aggressively and calling the hotel phone back-to-back.

When we did not answer because we were napping, housekeeping unlocked and entered our room without consent in an attempt to address the charge. They noticed we were asleep and left. This was extremely frightening and a serious violation of privacy and safety. We have never experienced anything like this at a hotel.

We are not opposed to replacing towels if necessary, but $520 is an outrageous and unreasonable charge. During checkout, the situation escalated further when we were refused the ability to leave the resort and were told the hotel would call the airport to prevent us from leaving Jamaica if we did not pay. Being threatened over towels is completely unacceptable.

After significant back-and-forth, staff claimed to “meet with a manager” and reduced the charge to $200, which we still felt was unreasonable but paid under pressure just to leave. Even then, they attempted to charge us $240, contradicting what was just agreed upon.

To make matters worse, we spoke with multiple staff members across the property, none of whom were aware of this supposed policy or could explain why it was never disclosed at check-in.

This experience felt predatory, particularly as two young women traveling together. The intimidation, lack of transparency, harassment, and unauthorized room entry completely overshadowed any positives of the stay.

We will never stay at a RIU property again and strongly caution others to be aware of these practices before booking.

Wir konnten nicht anreisen, da aufgrund starker Schneestürme der Fernverkehr in ganz Norddeutschland vom 10.01. bis einschließlich 11.01. (teilweise auch 12.01.) offiziell eingestellt war. Trotz dieser außergewöhnlichen Situation hat das Hotel weder einen Refund noch eine Umbuchung zugelassen. Absolut widerlicher Service – nicht zu empfehlen.

Riu hotel Costa del Sol is the perfect hotel. Why? Not only because of the hospitality which is outstanding. Also the cleaning crew is always busy to keep the hotel tidy and clean. Rooms are always very clean, just like the public area's which are cleaned multiple times a day ( including the toilets. Bar staff is friendly and willing to help. Most outstanding is the fact that the restaurant is covering not only meat and fish but it's a small heaven for vegetarians. The number of choices you can select as vegetarian is extra ordinary. And it's done twice a day for the warm meals. I have been in many hotels in Spain but never seen the choices like this. It's great! Staff in the restaurant is friendly and helpful. Without discussion this is the most perfect hotel I have ever seen. 5 star rating is in fact to low. It could haven been a 10 star rating. Booking the hotel in the future many more times. A big thank you for all staff at Riu Hotel Costa del Sol in Torremolinos.

Hotel riu jambo à zanzibar

Que du business abonné absent quand vous rencontrez un souci nous nous n'avons pas réussi à avoir le transfert gratuit proposé nous avons dû payer un taxi côté resto à part 2 restos super mais impossible de réserver plus d'une fois le reste cantine nourriture médiocre seul le personnel des restos très très gentil et certainement très mal payé...
Riu PLUS JAMAIS A FUIR

RIU Dubai. I took my wife for her 60th Birthday. It's a beautiful Hotel on the beach, the staff are truly exceptional, nothing is too much trouble, polite, friendly, helpful. Our room was immaculate, cleaned every day, fridge was restocked every other day. They left a towel sculpture with balloons & flowers and a birthday card on our bed on my wife's birthday even though I'd not said anything to them. The food in the main restaurant for all meals was hot, varied and delicious. Sadly we never got to the themed restaurants, they were all booked up because they are so popular. Pools were clean, all areas were spotless including the beach. Staff are contantly cleaning every area of the hotel so there's no litter anywhere. We felt safe, secure & valued by them all. One of the best hotels we've stopped at. The hotel is on Dubai Island so it is a 20 minute drive to the city centre but I would recommend it to anyone visiting Dubai.

Buenas tardes desde luego que es una vergüenza la habitación 4112 que nos han dado en Riu Oliva Beach Resort en Fuerteventura sin calefacción y con 16 grados para ducharse pero nos han vendido en recepción que nos daban una habitación mejorada.
Nosotros que no tomamos alcohol el todo incluido nos sobra y cogi este hotel porque tenía un H10 en Costa Calma con Media Pensión que ahora me arrepiento enormemente puesto que cogi en Corralejo porque vendían que habia mas vida pero este hotel ni vida ni habitación solo comida y bebida y no muy buena calidad que a nosotros no nos interesa lo pondré en todos los sitios para que la gente sepa donde se mete.Gracias

We stayed in riu Jalisco and had a great time! The three of us adored Aranza and her yoga and dance classes sooo much!

RIU charged my account a $400 no show fee although reservation was cancelled well within the time limit. They denied it was cancelled and refused to admit they made a mistake. DO NOT EVER GIVE THEM YOUR CARD NUMBER!!! They will steal from your account!!! BEWARE!!!!