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3.8

I regret to write a letter of complaint for poor experience that myself and 11 family members encountered while visiting your hotel. Myself, my husband and 10 other family members were greeted by your wonderful front desk staff.

We enjoyed our first 4 days at the hotel however during time none was spent on the actual location due to outside activities. On 9/21 we all decided to stay in an enjoy the pool and beach. Our family gathered our things and met by the pool. Here we blew up our floaties.

One was a large peacock, one was a small beer pong floatie, 2 small sit in floaties and the rest were very tiny drink holders. Once we blew up all items we noticed the peacock was rather large and took up a lot of space in the pool, which by the way was empty. Out of common sense and courtesy we took out the largest floaties which was the peacock. 20 minutes in to enjoying the time in the sun we were approached by a staff member by the name of Timon.

He approached us stating "no floaties are allowed in the pool". We kindly asked why because other guests in the pool has theirs. He then left after we made the above comment and came back 5 minutes later. This time he said "No floating devices are allowed in the pool".

First large floaties were not allowed now none were allowed? I am sorry but this sounds like there is no rules and Timon was making things up. We asked to speak t the manager and Timon brought another gentlemen over by the name of Wallis who was covering his name tag. At this time he spoke incredibly rude to all of us.

Timon now came back and told us if we did not remove all the floating devices he will close the pool and tell everyone it was our fault. We thought this was unfair not only to us but to other guests. However will feeling terrible, Timons then blew his whistle about 3-4 times drawing the attention over to us and screaming the pool was closed. This made myself and my family very uncomfortable.

I hate the say the next sentence but this is how we felt. We all felt racially discriminated by Timons and Wallis and picked on. The actions to take out the devices were uncalled for an very unfair. While we were being picked on and yelled at other people had their floaties in the pool.

Two girls had the same beer pong floatie and were not told anything at all. We ended up taking everything out the pool to avoid any more conflict. After this the guys played football in the corner of the pool. Nothing was said to us.

The following day we brought nothing to the pool to avoid any issues. The only thing we brought to the pool the following day was the football. After playing for some time Timons approached us and said we couldn't play ball when the day before we were and nothing was said. We continued to play and he came back again so we gave the ball to other people in the pool.

They played fully across the pool and nothing was said to them. The pool closes at 7PM. Yes we understand. Our family was the only ones in the pool at 6:39PM and Timons once again approached us telling us the pool was closed.

WHY? The pool closes at 7PM NOT 6:39PM.

Reason of review: Poor customer service.

Preferred solution: Price reduction.

Riu Cons: Read my review please.

Location: Mahoe Bay. Rose Hall Ironshore P.O., Montego Bay, Jamaica

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