Visited “Riu Palace” Costa Rica in April.
We made reservations for the “Riu Palace” 2 months prior to going to Costa Rica. We got picked up at the airport by a Riu representative to go to the Riu Palace and arrived at the Palace where our reservation was found but they did not have a room assigned for us. For the next 4 plus hours they were in scramble mode. Then there was the blame game. They tried to blame the travel agent for not checking to see if there was a room assigned for us. I’ve been to many places (hotels, cruises, and resorts) where they assign you room not travel agents. You don’t know what room you have until you arrive to find that out. All we could do was sit around the lobby while they figured what to do with us. They told us after 4 plus hours that they had “one” room with two single beds at the Riu Guanacaste. We’ve been married for over 40 years, please. More or less we had to take it, there was no other options for us. Upon arrival at the Riu Guanacaste we were then told we had to pay for another week to stay there for that room. We already paid for the Palace for a week, which is more expensive, so why did we have to pay again to stay at the other Riu. If we had a debit card with limited money on it what would have happened? The side or back door? The next day they switched us to another room with a king size bed which took another 1-2 hours out of our time at the resort. Then they said if we wanted we could go back to the Palace for the rest of the week. We did not want to switch rooms or resorts and waste more of our vacation time so we decided to stay put. We found out from someone at the Riu Guanacaste desk, the next day, they over booked the “Palace” and we were more or less the odd ones out. We never got a phone call before we left to tell us they had over booked the Riu Palace. We never got an official apology from upper management, at the Riu, about the screw up saying they were sorry. We never got an official apology from any management person at the Riu Palace Costa Rica taking responsibility for what happened and saying they were sorry. Two days later we received a letter in our room from the front desk to come to the front desk again to credit us for staying at the Riu Guanacaste, not for the Palace which we paid more for and never stayed at. Another part of our vacation we had to spend at the front desk. We had around $1,400 in credits for staying at the “Palace” that we paid for that we could not use because it did not pertain to the Riu Guanacaste, that only pertained to those who stayed at the Riu Palace. To say we had a full week of vacation happiness NOT.
Now Riu only wants to give us a lousy $200 credit for their mistake through our travel agent. That’s it! They can take their lousy $200 credit and cram it. Riu management still doesn’t want to talk to us officially. We have yet to receive a phone call, an e-mail or letter from the Riu management. I guess we are not that important a customer to them.
Note: this was the second Riu we stayed at, there won’t be a third!
I’ll never recommend Riu or stay at another Riu again.
Product or Service Mentioned: Riu Hotel Riu Palace Costa Rica Room Booking.
Reason of review: Poor customer service.
Preferred solution: Full refund.
I didn't like: No room for me when i arrived.