Riu

Good evening,

My name is SaRoya Williams and I am someone who is well versed with their travels. I LOVE staying at RIU resorts and this time around for my birthday trip this was not anything fun of a trip nor did the resort PR supervisor (Liz, who I specifically spoke with) and some staff members make things any better of an experience.

I stayed at the RIU Palace Pacifico on Puerto Vallarta, Mexico for the first time and sadly it will be my last but I will talk about my experience on my birthday trip in Jan 2024. When checking into the beautiful RIU Palaca Pacifico as we clearly see tge reservation was only me, I was so excited to be there. I emailed RIU resorts and also CC'd the resort in the email to let it be known in advance it was my birthday trip. When checking in Jan 10th 2024, and asking about this the person at the front desk looked at me as if I was speaking a different language but then checked to see the email was in the system.

Was not offered an upgrade as a courtesy or anything for my birthday. He stated that the "amenities" will take place tomorrow on Jan 11th which is my birthday. So I said great and moved along to my room. Gerald (Gerry) was not told that I went to eat and my luggage should be brought to my room from the front desk, so after an hour of me eating at the buffet I came to my room and had to call downstairs for my luggage (never had that happen before).

I joined the best Bartender on the resort Ueidi (Bartender by the RIU Stage) for a drink, met a few others where it was their birthday as well and then went to the room. When going back to the room my heater/AC was not working and I was bothered because it was pretty chilly that night. The next day, Jan 11th my birthday. The card that is in the room let's room service know to not touch the bed if the card is placed on there (it says it in english and spanish).

So i took the card off the bed to let the service attendant know I didn't want it to be touched, so I left and went to the beach. Came to the front desk to ask if everything was set up for me they told me between 12pm and 2pm and when I went upstairs at 1220pm I seen my bed was made up (which I followed the instructions on the card so I was lost at that one) also all I seen was a plate with 2 strawberries and chocolate moose that said "Felicidades". I called customer service and the rep let me know to speak with the customer service dept within the resort because I was lost as I could've gotten this downstairs at the buffet. As I spoke with the front desk manager Sandra, she let me know they do give out a piece of cake and I told her I didn't even get that, so what is this?

And who can I speak to, to address this? So I spoke with Liz (the PR coordinator) and she stated what she could do was set up a reservation of a restaurant of my choice and provide me with a champagne bottle, I agreed since I'm there for 5 days. I received the bottle and I'm a bartender in the US so I know what a good bottle looks like, the bottle I received looked like it was the bottle in the back of the fridge that nobody cared about with the messed up label AND they gave me a dirty glass, this is all on my birthday, was turned off by that. When going to the restaurant, I was so turned off by the food due to it being disgusting I didn't even eat on my birthday but the waiter Angel was so sweet and I tipped him.

I went to the circus show to try to feel better and also had a drink with the best Bartender on the resort Ueidi (Bartender at the RIU Stage). The clown from the circus gave me a lollipop with no idea the resort created a horrible birthday for me overall. I spoke with a couple who has the same membership I do and the couple told me the resort gave them an offer for an upgrade with no questions asked, no birthdays, no anniversarys and I took that into account as to why I'm writing this email. They recommended for me to enjoy the steakhouse.

So at 605pm, Jan 12th thats where I went. A lovely couple from England came there 10 minutes before I did and we were sitting right next to each other. Both tables received their bread and appetizers. After 1 hr and 10 mins both myself and the wife at the next to me asked the staff about our food.

My waiter stated 5-8 mins which turned into 20 mins for me but the couple next to me received their food within the 5 mins of me talking to the waiter. So for me an 1 hr and 30 min wait, and the couple next to me 1 hr and 15 mins. The apprentice server Karen was so sweet and she was very accommodating to all the tables. When I finally received my steak and lobster tail, the lobster tail was phenomenal, the steak was cold.

The same thing went for the couple at the table next to me. How do both tables wait for so long just to get cold food? And when we both told the waiter, he said he can heat it up in 5 mins... that was terrible and I was turned off.

We did let the host (I believe his name was Marlon) know this and he was very empathetic but I left and said maybe I will enjoy myself at the all white party. So I get ready to go on a full shuttle bus to the all white party at RIU Jalisco. I've been to other all white parties at other RIU resorts in DR and Jamaica and its usually so much fun mainly adults. When the full bus gets to this hotel and I walk through the party there is nothing but little kids at this function.

I was so turned off because the hotel did not mention this all white party would have kids there and I mean these kids were posted up at the bars and there was no disclaimer when the resort was bragging about the all white party at the RIU Palace Pacifico. So the same people I came on the bus with all came back because we had the same thought process. That Saturday was OK with the Michael Jackson tribute which definitely needs a lot of work even though I know it's not easy BUT the other RIUs figured it out in Jamaica and Cancun, an investment on someone that can sell the idea of show may need to be a thing for the future. I would also take a look into the Bartender Larson as he is extremely discrimitory amongst customers.

He did not hide the fact that he patronized causacian customers over any other nationalities multiple times. Fernando was so nice and Larson and Fernando both work at the bar area surrounded by the pools where the taco stations are. Saturday I wanted my room to be cleaned entirely this time and this time the service attendant made up the bed with the same sheets, so I do not believe Ms Liz addressed the attendant at all to explain concern to the issue I brought up to her about what the card in the room states for being on and off the bed. There was also no ice at ice machines on floor 3.

The service for breakfast on my departure from the hotel Sunday Jan 14th was great but its sad that my last days were my most decent. Not the best birthday trip which was nothing like I've ever experienced at any of the RIU resorts which was an entirely negative experience.

If someone who is within management can kindly email me and/or give me a call as I know this is a lot but I would want this to be rectified or addressed here before the reviews about the resort. I also have attached photos of the experience (company rectified nothing and has nothing to show for it and will never get a penny out of me)

I booked a reservation via the Rui app and reserved a second family suite. (The first family suite was booked via American Airlines vacation.) I assumed this meant there were 2 rooms.

The reservation I'm complaining about was booked on the Rui website, where they offered a discount at the time of booking. On the app, my reservation is marked as confirmed. I called 1888-RIU-4990 to confirm again before making flight reservations and was informed that my reservation had been cancelled. Additionally, I was told I could reschedule, but they would not honor the original cost.

It will be $1000 more, and I need to either make a deposit today or pay the entire amount. Furthermore, according to the customer service representative (Larry) and floor manager (Louis), there is nothing they could do. I requested to speak with a supervisor, but both were rude and disconnected the telephone line. This is unacceptable.

I have used this hotel as a vacation location for many years, and to be treated in this manner is not professional.

I'm respectfully requesting to pay the original amount booked for reservation ID#WRC28NY2, $3327.19. Thank you.

I booked this place for 10 days. I left after 2 days and was promised a refund of 2800 US dollars.

I never received any refund, nor was I contacted in any way. The place is not what it is advertised to be. The food is terrible. The pool needed an upgrade 20 years ago.

The rooms are tiny and have plywood furniture. The beach is absolutely disgusting! I've seen nicer river banks. They lied about the refund.

Customer service is a joke. They tell me to call the hotel, but the hotel will not answer the phone. When I was promised a refund at checkout, Rose assured me that she could not issue the refund. The corporate office would do that.

Nobody will give me a number to call. It is a total scam and I'm out of 2800 dollars.

Good morning,

I called three times to pay for my trip. The first call was disconnected after I put in my credit card information.

I called back, frustrated, only to be told how I should be acting, and then he hung up on me. I called back again and spoke with Max, who did not want to help nor did he put me on the phone with a supervisor. He placed me on hold and no one ever picked up the line; nor did he come back to the phone. I don't call the customer service line to be told how to conduct business.

If I give you my RIU account number, you should be able to access everything from there. And why would I be calling about a trip in June, Max, when October's trip is up and coming? The lack of customer service and respect for the customers is fading with the RIU. I would suggest some better training for your customer service representatives or hiring people who won't take it personally if the representative was rude prior to the caller calling back.

Therefore, I will not be calling back due to the lack of help, and I am now forced to pay at the hotel. Please, improve your customer service representatives!

Riu República in Punta Cana in the Dominican Republic. I had an excellent stay here and the staff within the restaurants and the cleaning crew were absolutely amazing.

I just completed a 7-day stay which was going perfectly until I met Teralynn, the front desk clerk/customer service representative. Both times I had the unfortunate opportunity to meet her, I was greeted with a look of disgust and rudeness. She refused to patiently listen to any concern I brought her. She cut me off both times while speaking, exhibiting a rude and unprofessional tone as I asked about the key not working and the last day about transportation.

She talked very loudly and she did not display the wonderful countenances and customer service that I had received every day until those days I had to come to the front desk. While speaking, she cut me off quickly as if not wanting to be bothered with the details of my concern. She talked so loudly and aggressively on the last day that I asked for a manager. I was told that the manager wouldn't be on until 10.

The lack of professionalism, self-control, aggression, and ugliness of character she displayed was not warranted. This lady does not deserve to be speaking in front of anyone. I said to her, 'I have never been so insulted and mishandled in all my life.' Other employees did not seem to be surprised by her actions but kept working until I said that she needs to be fired.

I am almost 100 percent certain that all those who encountered Teralynn would agree she doesn't need to be the face greeting any consumer. Horrible experience with her.

I booked this place for 10 days for myself and my two adult kids. The pictures on the website looked nice.

It was the worst experience I've ever had. I arrived a day ahead of the kids . They arrived the next night and we checked out the next morning. They assured me I would get a refund for the rest of the time after I paid a 500 dollar cancellation fee in addition to the two nights They now hang up on me or tell me to call corporate but will not give me a contact number.

Customer service tells me the hotel has to give me refund since I paid them.

It is a total scam. They owe me 2800 so I will have to hire an attorney.

We got to the resort very late on the 10th May because the flight was delayed for two hours with no explanation.

I was concerned to see many flies on the food that was left unprotected at the buffet that had stayed opened for us. We were so hungry as we didnt realise that you do not serve proper meals on the flight so ate anyway at 11pm.

The room was not what we asked for, we requested a sea view. We had booked the holiday many months before, our view was over a derelict building site with cockroach and cigarettes as a bonus on the balcony.

They were never cleaned away so the balcony stank of stale cigarettes. Smokers basically smoked everywhere they were never told to stick to the allocated areas. We dealt with the cockroach eventually.

Particularly nice touch was the faeces covered medical glove.

Our sea view

This is nowhere near a 5 star resort. It is pushing at a 4.

We figured we would never be in the room so put up with it.

The following day we ate at Pepes food by the poolside. My partner and I had two pork kebabs which were cold and with hindsight we should have realised there was a problem being on a heated plate. The second one we saw that a couple of the cubes were raw so threw it away. Within half an hour my stomach started to hurt and bloat.

An hour later I was projectile vomiting and suffering with diarrhoea. It was so severe that I actually choked and couldnt breathe due to the extremity of the vomiting.

I would like to add that along with myself and Darren my partner, Matthew Wilsons partner, Anita Jarrett- Eddolls, her daughter, her sister and two other couples went down with the same sickness haven eaten from the same area. So, it wasnt just us. The reason I mention this is because of the attitude the management have later on with concerns to the food they are serving which is raw on the inside.

As I thought it was just going to be a 24-hour thing I didnt want any fuss so stayed in the room whilst my partner went to dinner.

The following day my partner had a diving course. He was going to cancel it but I didnt want to ruin his course so I stated that I would be alright.

By 10am I was again projectile vomiting. I called the reception and asked for help.

Nobody came.

An hour later I called again.

Nobody came.

Around midday the cleaner came in and saw what state I was in. She immediately got me some ice and a flannel for my head as I was burning up.

I used a translator app and asked her to phone reception for me and ask for a doctor and the TUI rep.

She did this but no one came.

I couldnt get hold of my partner so was left ill with no help.

When my partner got back early, he ran straight to the toilet. He had to cancel his course halfway through the day. He was vomiting and had diarrhoea also.

He phoned the reception and asked for the rep again and help.

Nobody came.

I had now starved myself for a whole day and we were running out of water.

We called the reception asking for water.

Nobody came.

I tried the TUI app and all it kept saying was click here for live chat and then 50-minute wait or kept saying failed date which was I had inserted correctly. Just to make this a little shorter I just want to send some sample screen shots to show you how in between us being seriously ill, we desperately tried to get a rep to our room. We were both ill we couldnt get up and out. As you are aware the hotel is ridiculously huge and too far to walk to the reception whilst vomiting with a fever.

I messaged, Facebooked, twittered, emailed, phoned, but nothing. 50 minutes waiting for live chat, then nothing. Kept getting cut off or told to use the app.

This continued for 5 days with no rep in sight and no management or hotel staff there to help us. didnt get put through, it froze. So, I could go no further on the app as apparently it was the wrong date?? The last message said Thanks for your help, NOT! Was ignored again. We tried calling when we were well enough. Due to being busy we had up to an hour and half wait, or guess what? Please go to the App!!! Asked for help, this was the reply again and again. Also there is no gluten free at the hotel or alternative milk, but the bonus is I didnt eat, so every cloud!

This is the email I sent to your customer services. It was ignored.

From: Nicky Morley

Sent: Sunday, May 15, 2022 4:28 pm

To: support@***.com

Subject: Complaint

We are in our room with food poisoning at the Rui Palace Sal

I have been in bed for 5 DAYS

I have phoned multiple times to the manager hotel and messages emailed twittered and asked for the TUI rep to come and help us as no one speaks proper English here

We are disgusted!

Our whole week has been ruined and now my partner is severely

I'll as well.

NO ONE has come to see us no one is helping us no one cleans the room we are

Alone and quite frankly just want to come home

Where are you???

The app doesn't work I can't contact you and shouldn't have to keep dragging myself from the toilet and bed to

Ask where the rep is!

I will be making a full complaint on return and want a refund for our holiday as so far, we have had no support or help and have eaten contaminated food at one of YOUR restaurants.

I have spent the whole time in bed drinking water and having to go and find it in storage to get more. As the reception have brought us nothing.

I have had nothing to eat apart from a couple of dry bread rolls that my partner went and got.

This is not the 80's!

We need help!!!

The management say they will be here and they never come after at least 15 calls

We are NOT HAPPY

Rome 6014

N Morley

D Cartwright

Come

And help

Or get us a flight back!

We then tried the RIU app, which didnt work either. Nobody responded. The data was correct, the app was down for the whole holiday. second request, no response

Can you imagine being violently ill and no one comes to help you? You have a duty of care for your customers, where was it?

The only time staff came was when a cleaner had to come into the room in a full protection suit as I had missed getting to the toilet and the walls and ceiling were sprayed with vomit and diarrhoea.

Even afterward that event, the management or staff did not come to see how we were, nor did a TUI rep.

I asked the cleaner on the Friday if I could have some mint tea, flannels and more toilet paper, she just said Reception and walked out. So I staggered around the corridors and eventually found some stored water bottles and brought them back to the room.

We continually phoned the reception and housekeeping, nobody came. It was unbelievable. The cleaner refused to leave a bleach spray and cloth in the room so we had to continually clean our messes up with toilet paper and tissues.

Darren dragged himself to reception on Friday evening to ask for a nurse or doctor. He was given an extension number. He then came all the way back to the room and called the nurse. She spoke hardly any English and refused to come to the room. We asked for a thermometer as we had googled if our temperature was over 100, we needed to go to hospital. She refused to let us have a thermometer. She said there was no doctor there and to get some electrolytes. Darren then discovered that the nurses room was next to reception. Why the *** did the staff not tell him to walk there when he was at reception, what is wrong with these people? They didnt care and kept rolling their eyes and sighing when we asked for help. Walking with severe illness in the heat in this hotel was agonising. Darren collapsed on the bed and started to burn up, I was so scared.

We were charged 5 Euros for two small sachets of electrolytes. No other help offered.

I also recorded what the cleaner said on a translator app on the last time they came in the room on Thursday as I was motioning throwing up. She pointed to a plate on the side and said this. Incredibly it means Expiration date! She was talking to the other maid saying about the food being served past its expiry date. She said Mucho Peqenos which is many children and then motioned throwing up. There were so many people ill!

On Sunday we were well enough to walk to see the rep, Kirsty.

We made a complaint about being charged the £66 for diving baggage which we didnt need to pay. She stated she had logged it. We have heard nothing since.

We then asked her where the *** she had been. She stated that she knew nothing and that management never communicated with them or listened to them. We were disgusted. She put a complaint in about the lack of help and the state of the raw food apparently but yet again we have had no acknowledgement of this at all.

We then went to see the manager who wasnt available until after 6 pm. The reps are there 2 till 5 so its not rocket science to work out there is no communication here what soever as they arent even there at the same time.

We spent a gruelling hour in an office with the manager Enrico. Unbelievably he said no one else had reported being ill and that we just werent used to the heat. When I stated we had pretty much travelled the world he backed down and said it was a bug we had caught from the UK! I could not believe what I was hearing. He offered us champagne as he could see on the computer we reported we were ill on the 12 May. He never apologised once.

We couldnt drink anything but water so declined this wonderful offer. He said he would waive the late stay euros at the end of the holiday. Why do you not state that you have to pay 50 Euros if you stay after 11 am?. This is a con as all flights leave after 11 am so everyone has to pay this as well as the Tourist tax in the hotel that Tui also did not tell us about.

He then offered us something special when we were better. Basically, our complaint fell on very arrogant ears in complete denial that there was a serious food, communication and service problem at this hotel. We have also recorded all conversations with the managers, so by all means you can hear it all. I stated I was still not happy so he said he would upgrade us to a swim up room so we could have a dip and be near the toilet whilst we were ill. As you are aware there are only two sets of toilets for over 2000 guests so we couldnt leave the room if we wanted to. He also stated that we could not claim compensation from the hotel for lack of service, poisoning us and poor communication. He told us all complaints go to Tui. If we had been helped sooner and a doctor provided, I am sure we would have recovered and perhaps got a few days out of the holiday.

We werent even told there was a doctor on site, apparently there is.

On Monday 16 May we called to ask if our room was being changed. Reception knew nothing about it. By then I had had enough, we walked down to see Kirsty and asked to be moved to another hotel. She stated she would arrange the change. In short, we got a text stating that we would be charged another £700 if we moved. So that was not an option.

On Tuesday night we both had some chicken, potatoes and rice as bland as possible. I cut into the first bit and ate it. I then put my knife into the middle of the leg and it squirted with blood. It was completely raw and swimming in blood. We were enraged!

We walked straight to reception with the chicken and demanded to speak to the manager. This time it was a Spanish man I think, he did not introduce himself. I have to say I was crying, angry and frustrated as he said there was absolutely nothing wrong with the chicken despite the napkin being soaked in blood and that we were ill because of the heat. He denied any problem with the food and that he basically stated there had been no calls to the reception and that no one else was ill. The same rubbish the last manager had said.

I lost my temper by this time and demanded he do something. We got the Something special offer when we were better. We were then offered champagne, which we declined as we couldnt drink anything. He then said we could go to Krystal restaurant which we declined as we couldnt eat anything. He then stated he would get us a swim up room. We walked away and stated a swim up room would be nice not that we really wanted it to be honest at that point we just wanted to go home.

The following day we heard nothing from the reception.

I started vomiting again I assume from the added raw chicken I had eaten the night before. I collapsed on the bed and my partner lifted me up and said we had to now go to the hospital.

We got to the Clinitur hospital where we were immediately put on an IV drip with antibiotics and saline.

Is this really how you want your customers to spend their holiday?

My IV was blown so I then had a bruised and sore hand which I still have.

We spent the whole day in there. Because we have starved every day, we couldnt provide a stool sample we had nothing left in our system. We were just vomiting bile. So, the doctor could not tell what strain of poisoning we had without a stool sample.

We got back to the room, still no one visited us or checked on us or asked if we needed anything which is absolutely disgraceful now that the rep and the hotel knew how ill we were. On the way back to the room we took a bread roll each and ate that.

On the Thursday we were offered a swim up room.

With the added inconvenience of having to pack everything up, we asked when we could move to the other room as we had to stay in the cool laying down. The reception stated it would be 1.30 pm.

The maids had stopped coming in, even though we kept asking for them to come in they just walked out as we were still in the room. It was ridiculous.

We left the room and went and sat in the shade by the toilets until 1.30 we then dragged ourselves to the reception. They had no idea what we were talking about. So yet again another hour conversation took place to ascertain that we couldnt get into the room until 5.

We then had to sit in the shade by the toilets in the Praia restaurant for 4 hours.

We eventually got into the room and unpacked.

The following morning, Friday, we called and asked for orange juice, bread and ham and cheese to be brought to the room as we were so hungry and too ill and weak to walk all the way to the restaurant.

The tray turned up with a couple dry rolls, some melon and a bottle of orange juice. So, we gave up asking for delivery.

Darren managed to keep down the melon and the rolls. Mine came straight back up.

The following day I found out that I was bleeding from my anus and was exceptionally worried. The hospital stay had done nothing to help us.

Another lady, Mat Wilsons partner had the same problem. He left a review on your website. We should have not bothered moving rooms as we were so dehydrated that the heat made me worse.

Amazingly we had no calls visits or help from the rep or hotel despite them knowing we had been in hospital.

I spent my days drinking water and eating dry bread rolls. Our holiday basically ruined.

On Monday we did go to the pool and sit in the shade. It was the first time I had seen anything of the beach or area outside the room by the pools.

On Tuesday lunch before leaving, I decided to try a tiny piece of turkey with some rice as we had just had a message to say there was no food on the TUI flight. Again, another issue with you!

I bit into the first bite and found it was rubbery. I spat it out and immediately ran to the toilet where I was sick.

YET AGAIN the meat was raw! What the *** is going on with this place? One off yes, but THREE meals all raw?

We didnt bother saying anything as what was the point, we had had no support no care and no help from anyone.

We then went back to the room so I could clean myself up only to find we had been locked out.

We traipsed all the way to the reception with vomit down my dress to be told we had to pay the 50 euros per hour for not leaving our room. This then involved yet another manager and an hour trying to explain we had had this waivered. Yet another nightmare and complete lack of efficiency and communication.

We then find that you have delayed the flight for two hours just by chance talking to another couple after sitting in the foyer for an hour and half with no one telling us anything. So, we sat in the foyer with no idea it was late when we could have stayed laying down in the room.

All in all, this has been the worst holiday that I have ever been on.

We want a full refund for our holiday and also want the health money covered as well. Why should I claim on my policy when it is down to your hotel that poisoned us?

You have sadly let your customer down and I thank God that we werent even more sick where it could have been life threatening as no one would have known or done anything about it.

Totalling everything up we are claiming

£ 324.66 for hospital bill (This bill is currently in my partners car and I am bedbound so I will provide it a later date)

22 Euros for Pharmacy bill

5 Euros for electrolytes from the hotel nurse

£66 refund for unnecessary bag charge

£2,140.56 For both our holidays

Total refund required:

27 Euros

£2,531.22.

We would also klike some form of compensation for the stress, pain and unnecessary *** that we have been through.

Please do not let us wait and wait for the refund. Please do not put us through any more stress. Darren has just got over cancer and this was our celebration holiday. We cannot stand any more pain, let down and being left, unheard.

I am sure this wont be a problem as you have given people £500 just for their flight being delayed more than three hours. We had two weeks of *** with nothing like a holiday.

Just to back up our complaint here are a few sample Facebook and review feedback messages from others. There are plenty more if you want me to supply them. Something needs to drastically change at this hotel. The management figure if only ten per cent get poisoned, then thats ok, they can get away with it. You sent us to this hotel KNOWING there were food poisoning issues.

I have emailed the CEO of RIU but have been ignored. I sincerely hope I do not get the same with you.

Jill L wrote a review 20 May

1 contribution1 helpful vote

Disappointed

I, like so many others, contracted food poisoning on the second day, not sure if it was prawns from the restaurant or Pepe Bar BBQ. I think it would be better to not have so much food left out. Hotel clean and pools lovely, but they need to get to grips with their food poisoning people, which spoils their holiday.

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matt wrote a review 16 May

1 contribution3 helpful votes

Be Careful

clearly not a 5-star hotel, nice beach but dog poo from the stray dogs spoil it, cant change English money into Euros at reception!!! Absolutely crackers!! Most of the staff are excellent and hardworking, Rooms are cleaned daily, Pools are nice plenty of sun beds People getting eaten alive by the mosquitoes Having to fight off flies at every meal at the buffet restaurant and dont even get me started on the amount of flies on the pool bar food Currently lots of people suffering from food poisoning my partner being one of them booking a flight home to get her sorted no one at the hotel has even asked if shes ok, I heard the bar manager say to other couples with the same problem maybe it is sunstroke and totally dismissive of the problem at this hotel, Wont be coming back

Knight wrote a review 13 May

Dublin, Ireland56 contributions68 helpful votes

Dont eat in the restaurants

I visited the Riu Santa Maria for a week in March, it was really disappointing. The room wasnt great at all definitely not a five star. The food in the buffet restaurant was horrible, flies everywhere and food safety is not top priority. I became so sick mid-way through my holiday I ended up at the clinic for dehydration and was put on an IV drip I had severe diarrhoea from food poisoning from the restaurant at the resort. I would think twice before eating at the hotel.

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Jose wrote a review 15 May

10 contributions3 helpful votes

Would not visit here, especially with TUI, -100

Very unfortunately had a terrible holiday and experience here. Myself and my partner both became extremely unwell and we could only put this down to the food. We also met someone else at the hotel who had been very sick. It is not surprising when the food is cold most of the time and the food is left out all day that it can make you unwell. Disappointingly both the hotel staff and the TUI rep and staff did not want to know anything about it either. I ended up at the doctors on a drip. TUI even said its to be expected that more sensitive stomachs get used to the local cuisine. Sorry but I dont spend a lot of money on whats supposed to be a 5* hotel to get poorly. TUI really should provide a warning about this destination if that is their views. Even since returning home both RIU and TUI wanted nothing to do with it so have no views that they wish to improve this poor service either.

I do not wish to waste any more time adding more and more complaints as there are so many, it isnt good reading, is it? I am sure you get the picture.

I am currently on a high dose of very strong antibiotics, Azithromycin, to kill the parasite that is sitting in my distended bowel and will not be able to work until it is killed from the raw food poisoning. I am still having to starve myself and this is all due to you sending us to a hotel that has an obvious food protection and cooking issue. Thats what reviews are for, for you to act on and rectify not to reply with an automated crap response like I got. Sorry the food was not to your taste! So not only have we had a ruined holiday with nothing but stress, tears, upset and being severely ill I now cannot work either, hence why I have had the chance to write all of this out.

I do hope I get an equally comprehensive, empathic and efficient reply.

I look forward to your speedy response,

Regards,

N Morley

D Cartwright

We have stayed at many of the Riu resorts in all different locations. We were super excited to see this new family resort open in Jamaica since we had already stayed at the other two in Montego Bay previously.

Too say we were disappointed is an under statement. The kiddie slides closed all day Tuesday they said for cleaning. All the pools that same day (Tues) closed at 6PM. We were on vacation and told we had to get out even though the sun was still shining and there was plenty of fun to be had.

Way to early for our liking. The one afternoon they had a kids craft and I was told for my son to make a bead bracelet I had to pay $5.00 Come on lets be real we spent alot to stay there and your charging for a kid to make a bracelet, this being the only kid activity all week that was even remotely interesting. The workers are not friendly at all most seemed irritated when asked for anything. Never our experience anywhere else.

Trash left all over cup, dirty dishes, just a big lack of clean up including the room cleaning. They basically made your bed and took wet towels. The entertainment was lacking big time! We only got threw half a show and that was enough, very boring and hard to watch.

During the pool foam party it all revolvled around the adult pool and them getting drunk and twerking all over. Come on people this is a family resort, how about lets let the kids have some fun. THE INTERNET SERVICE IS TERRIBLE!! All week everyone was having issues.

There was never enough towel cards to hand back to guest but try asking for towel without a card and its not happening. I was told I could get one for my party of 5.Our one connecting room smelt so moldy and like mildew my daughter ended up with a sinus infection and cold form breathing it all week. There are not enough elevators there are 4 an your lucky to fit in. After 10 minutes of waiting we would usually opt for the stairs.

The shower drains clog every time you shower, so gross. To top it off the beach is small and rocky. The water was barely knee deep and had a sulfur smell while in it. We will not ever go back to this resort in this location!

As much as we love the Riu hotel chain we would go somewhere else. The only positive this hotel has is its new and does have a nice view.

We arrived 5/11/24 and when checking in already had a horrible experience. I paid for a junior deluxe suite with a king bed and a bathtub.

When we arrived We were told they dont have any rooms with king beds and when I asked about the bathtub we were told there are only a couple of those, we put that on the website to get people here. I am appalled they use a bait and switch method. We have gone to a Riu palace in cancun at least 5 times and never experienced such mind blowing, dont care about the customer behavior in our lives. To make matters worse the room is right by construction and LOUD, the air barely works so our first night has been miserable and there is NO hot water for a shower, and ants everyone.

No elevators so we had to drag our luggage up 2 flights of stairs. At this point all we want to do after we just landed exhausted is go back home. This resort is one of the most misrepresented resorts online that I have ever see, if this is a renovated resort Id hate to see a run down one. The staff didn't seem to care, its more like you are a nuisance to them.

I expect to get a proper room or better for the hassle or a refund or even send me back home and give me a refund at this point.

After this experience at RIU Macao I will likely never stay at a RIU again. Rudest people I have ever met and completely not willing to make things right unless you get super mad with them.

These are not upscale resorts by any means. This place was a waste of our hard earned vacation time that we will never get back.