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2.0

My wife & I arrived on Thursday March 17 by Private Chauffeured Cadillac Escalade. We had 6 pieces of Luggage for our 5 day - 4 night stay.

There was No Bellboy in site and we needed to take our own luggage inside and to the reception desk. At check in we mentioned the fact that we were NOT greeted by anyone or a bellman to assist with luggage and they simply brushed it off to we are sorry. We were able to check in with little trouble but, Again...NO BELLMAN , so we handled our on 6 pieces of luggage up to our assigned room ( I had reserved a Ocean View Jr Suite) , Our assigned room had Musty-Damp Odor that was pretty disturbing. The Ocean view was nothing more than a small peek behind a group of palm trees.

Since we were both a bit hungry we ventured down to the buffet , where we found the choice of food to be very simple consisting of hamburgers , hot dogs , pizza , salads ....BUT, NO Authentic or regional Mexican Cuisine. My wife asked about where we could get a Ceviche or shrimp cocktail , maybe some fish. and one of the young ladies suggested their Italian restaurant so we walked over to the Italian restaurant where we found a buffet style spread. We sat at a table outside overlooking the ocean and right away a waiter came over and told us that that particular section was closed and that we needed to sit inside.

So, once we sat inside we noticed an abundance of Flies and some birds inside the restaurant. Worst of all the Buffet had Flies all over food , even 2 birds picking at food. NO Staff member seemed bothered by this not even the waiters. I mentioned to our waiter that it was NOT very sanitizing and he simply said ..."What do you expect?

We are close to the ocean". I was appalled by this response , so after just eating a few fish sticks or mini fillets we asked for our check so we could get out of here. We were BOTH a bit sick at the thought of eating tainted food. By this time we had been at this hotel approximately 90 mins and we were desperate for a good lunch.

So we walked out to the front desk and attempted to get a cab for downtown Cabo to go eat. There were no Taxis so, we tried to ask someone how we could obtain a cab? The young lady pointed to a young man at a podium by the front of the courtyard. We approached him but, apparently we were interrupting his texting or social media session on his phone because he was very rude and gave us very short answers.

He finally called us a cab and we went downtown to have a very pleasant lunch. My wife and I were still very upset at how we had been treated from the arrival up to the buffet that was infested with flies. So, I decided to call our booking company and complained about our experience. They goy hold of a young lady who claimed to be the Hotel manager , They then transferred the call over to me so I could speak to this young lady from the Riu Palace over the phone and voice my dissatisfaction and concerns.

I mentioned to her that we had ONLY been at the hotel approx. 90 mins when we had left for downtown and that we were now heading back to the hotel to have resolution. I told her that since we had NOT even unpacked or touched anything in the room....I would like to checkout and they could keep the 1st night and refund me the remains 3 nights. She referred me back to my booking agent here in the US because she said that they would need to take care of that because the reservation was made directly with them.

My wife and I headed back to the hotel via another taxi. I instructed the young man from the taxi to wait 30 mins for us and he agreed. We went to our room and retrieved all of our luggage approach the front desk where I asked to speak to this manager Aracely. A very young maybe early 20ish girl came out from the back of reception desk and asked if she could help us?

I identified myself and I recapped our phone call from 30 mins earlier (Araceli) did NOT care! She seemed of the attitude that if we were leaving and checking out , she could care less. there was NO customer service skills put in place , NO customer retention applied , NO apology , NO trying to make things right , NO trying to make hotel guests whole. We handed back our room keys , told Aracely that we had NOT unpacked , Not sat on the bed , NOT even disturbed a small little animal figure that put on your bed formed from the bath towels.

WE started walking toward our waiting taxi with our 6 pieces of luggage. This time our cab driver assisted us. As we were leaving I heard a heavy set hotel worker say something vulgar and derogatory I went back to catch his name page and it was Alejandro. He said in Spanish...."Ya se van a la ***" Even though I have lived in Southern California for over 50 years and I am a very succesful businessman and own a multimillion dollar company that is in the Service Industry.

I was born in Mexico City and I am very fluent in Spanish. So, I heard exactly what this Alejandro said.

In my industry I hire and Fire for people all the time for NOT providing WORLD CLASS SERVICE to my customers daily. I believe that a Customer's 1st impression is everything.

That you need to correct errors immediately , that you need to make things right . Do things right the 1st time , you need to RETAIN a customer , not scare them away. My wife and I are still very disturbed by all of this and I will be contacting everyone from Riu Hotel CEO on down to voice my displeasure with this lack of customer service. And to make things even worst....They have ONLY agreed to refund us ONLY 2 nights and they have kept 2 nights.

This in it's self is a bit upsetting in that I had stated to Aracely manager at front desk that they could keep the 1st nights rate , but give back the remains 3 nights. They have now in essence STOLEN 1 night from our refund. I am curious as to how they will address this here on trip advisor with their normal deflection of responsibility and NEVER take accountability. I will be interested in seeing how this will turn out.

I will be writing letters , contacting travel websites and my local news channels to voice my story so that it doesn't happen to anyone else. We are vey upset!!!!

Reason of review: Bad quality.

Riu Cons: Customer service, Food, Rooms, Management.

Location: Lakewood, California

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Guest

I am sorry your vacation fell short of your expectations. I am puzzled why you would expect amazing service from a 3 star hotel in Mexico.

If you are a CEO of a multi-million dollar company that you would stay at a 3 star hotel. Why not stay at one of the many 5 star resorts in Cabo?! I am certain you expectations would be met. Regarding the flies & birds at the buffet, I agree being unappetizing, but also agree with the waiter.

You are in a restaurant with doors that are open and food on display. Why did you think there wouldnโ€™t be flies? Why not order something from the menu freshly prepared?

That seems pretty logical. Perhaps next vacation, you could be more specific in you expectations and you will have a more satisfying experience.

Guest

When you are used to better this hotel leaves a lot to be desired. Luckily you checked out when you did as you missed all the drunken vulgar misbehaving people that disturbs the peace.

We hardly slept at all through our vacation. We were starving when we got home as the food was of poor quality and unpalatable. We were fully inclusive paid a lot of money hard earned for inferior quality. We will never stay here again as the resort does not justify a Palace standard.

In fact it does not justify any standard maybe a motel standard. I agree with your review.

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