
RIU Hotels Reviews
About RIU Hotels
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- Clean and well-maintained rooms
- Variety of dining options available
- Good entertainment and activities
- Poor food quality and safety
- Inadequate customer service response
- Security issues with theft incidents
RIU Hotels Reviews
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Reviewed Jan. 17, 2025
0 Stars!!!! WARNING - 100% Scam! Do not book with Riu Vacation Packages We purchased 6 days with insurance. Due to a medical emergency we had to cancel and lost all money- except for 1 flight credit. We were told we had 1 year to complete a stay with the credit. I called 4X to confirm the credit amount & date it needed to be used. Each time I called- over an hour waiting but received the confirmation. When I called back to book- I was told it has expired a year before...? It had been 11 months since I originally booked and they would not honor the credit.. and this time I was on the phone for over 2.5 hours! To speak with a Supervisor- I was told I would be on hold for min. 1 hour! WARNING!!! Scam! Do not book anything through Riu Vacation Packages!
Reviewed Nov. 30, 2024
I booked for the $910 resort credits. When checking in I asked about the credits. I was assured they were legit, and that once I checked-in I would get a pin, need to download the RIU app, add the pin to the app to get the resort credits. The resort credits were a scam. They were discounts, for instance on a $500USD massage you get $10 off. So basically these credits were worthless, they were not a resort credits. It is a coupon. I didn't stay, I asked for a refund, and the property agreed. It has been 3 months, I have never gotten a refund. I tried to resolve this through booking, but after 3 months I realize they do not care. I have been asking to speak to a supervisor at booking for 3 months, at least 10 times, each time mysteriously getting disconnected in the transfer over to the supervisor. No resolution yet.
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Reviewed Aug. 25, 2024
Stayed at the Riu Cabo San Lucas and it was the worst riu I have ever been to! Came here for a birthday trip and it became the trip from hell really quick! When we checked in the maintenance man met us at the room saying he needed to check our toilet which was strange. We didn’t think anything of it until the toilet stopped flushing properly. Maintenance was called twice before my room flooded out into the hallway and balcony. We had to wait 2 hours to get a new room and when we got back to pick up our belongings all the towels and trash cans were in the shower. I reached out to management. She offered me accommodations at one of the restaurants on site but the catch is they’re all buffets.
Reviewed Aug. 6, 2024
Riu is horrible. They won’t refund our money for our honeymoon trip that was canceled due to tornados in Dallas at the end of May. Hyatt refunded our money immediately after proof was submitted that our flights were canceled….not Riu, they refuse! Poor business model…thanks for nothing
Reviewed July 14, 2024
I stayed at the Riu Palace Costa Rica from July 3, 2024-July 8, 2024 with 4 adults in 2 rooms. Now-the positives would be that Grace at the front desk was very kind and helpful. Also, the food at the restaurants was actually pretty good and most of the staff were pretty personable and accommodating. When the front desk staff heard at check-in that we were there to celebrate my sister’s birthday, we found four of them finishing decorating her room while we were rolling in our luggage and the front desk staff who had put that together on short notice came by with a birthday cake a little while later that we were able to take to the restaurant at dinner (once we were able to escape our firms that we were then stuck in – *see below). They also have a free shuttle to the Diamante Eco Adventure Park (but if you buy tickets through them, you do so by a credit card and not cash so be aware-you can purchase on the website also).
And, unfortunately, the list of negatives… This what was advertised as a ‘connecting’ balcony. As we were on the first floor there was really no ‘balcony’ per se and it did not connect with the other room. In addition, the mosquitoes in the small hallway space between the rooms as well as in the rooms themselves and throughout the internal hotel area of the resort were everywhere.
*On the first day upon arriving, the outside suite door became stuck, and we were stuck within our 2 rooms. After calling the front desk and waiting 45 minutes I had to call again and was told maintenance was handling something else, but I explained that to trapped inside of your room with no exit and wanting to leave was a big deal and we needed someone to get us out of these rooms. They said they would send someone yet again. Another 30 minutes passed before maintenance came. They spent a full 5 minutes trying to use brute strength before they were able to get the door pushed open and we were never able to shut it fully again as they agreed that it completely stuck.
The steakhouse is open air so it has no air conditioning, there were large moths and flying bugs everywhere, and there were 2 raccoons walking around looking for scraps. Pool chairs were not clean, even after telling the attendant and saying he would come back over because whatever pink stuff was stuck on the outside of the chair was attracting the bees. He did not come over with anything to clean it - and the bees were everywhere - you could not put a drink down without a bee crawling into it. We went to the sister resort next-door to use the pool and even though it was lively we left because of how filthy the water was. It had lots dead bugs, live bugs (had to pull one from my sister’s ponytail), and much floating debris.
The main complaint I do have, however, is one that I made several times a day beginning with the first day of the trip. I even asked to speak with a manager or supervisor, but apparently there is none, which doesn’t make sense to me. This would be that when placed in a room with a separate small toilet room and open sink area in the room itself, the glassed-in shower should have the door installed and not left with the holes in the wall where it had previously been screwed in place.
I was told on the first day that maintenance would be on it. When I returned to my room that evening after dinner was still no door and when I called the front desk, they had no maintenance request written down and had to put it in-after telling me they already done so earlier that day. They then told me that some of the showers just don’t have doors. But I told them that there were screws for the doors and this one should have a door just like I told them the day before. I called again the next day and stop by the front desk and they said maintenance was on it but again no door that night.
I continued to go unshowered because I was not showering in front of my brother. And the next day I had to miss the night time show in order to shower because there was still no door even though I was continued to be told that maintenance was on it and getting the door from storage. This happened each day and still no door. The day before I was leaving, someone at the front desk offered to switch my room – I explained that with us leaving the morning, we were not going to move all of our stuff to a new room and it just told me that they never were actually going to give us a bathroom door during our stay and I told them as well that I do not like being pulled along like that and appreciate the truth upfront.
I have never been at a hotel where they have taken the door off of a private shower area, not replaced it, and put paying guests in there and then misrepresented to them the entire stay that it was going to be fixed when it was never going to be at all. I told them the entire time that I was with my brother and we were not showering in front of each other. I have traveled all over the world, and I have never been in such a situation. And for those with door keys not working, One of the times I was at the front desk complaining about the bathroom situation there was someone there who was checking out complaining that they had to come to the desk at least three times every day of their stay because of their door keys not working.
Reviewed June 4, 2024
Not very good customer service… No communication when signups for karaoke were… No quick place for quick eats or snacks. Terrible service while sitting at the beach, and while sitting at the end of each night. Really disappointed at the karaoke night.
Reviewed April 10, 2024
We returned from the Riu Bamboo last week, on our first night there we were robbed, two men entered our room. Security has them on camera with a room key. We were accused of giving them a key security was useless. Customer service was useless and accusing. Do not stay here, for anyone never felt so violated.
Reviewed March 26, 2024
Rooms dirty, disrepair, not equipped with water, clean blankets. Fan, toilet and shower all make noise, dripping running shaking. Staff Won't deliver you water or clean blankets. Pool area filthy, my pics are at 8am. I watched staff use 5 gallon bucket to scoop pool water onto deck to "clean" also all the leftover booze cups, got dumped into pool. Food was gross. Site said several different restaurants, which is factual, but every restaurant served same food, which was all gross and bugs everywhere. Service was awful, rude and not attentive. Israel tossed a case of water at me after5 requests for water to be brought to my room. Asked if he expected me to carry it to my room half a mile away, his response "Yup, enjoy."
At that point I tried to change my flight home to next day, but could not get a transfer to airport. The entire property is filthy, broken lights in the path, cig butts everywhere, trash, leftover food and booze left all over property and the staff does not care. Everyone I spoke to was disappointed. When you try to file complaint w/ RIU, they insist you complete this form, but after trying to hit enter 5 separate occasions, the form will not send. So no complaint can be filed.
Reviewed Nov. 15, 2023
My experience at RIU KUKULKAN fell far short of expectations. Despite being a new hotel, it failed to deliver on several fronts. The reservations process was a disaster; we were charged for supposedly complimentary services and left unaware of the availability of a king-size bed. During check-in, reservation issues arose, and both Jenny and Monse, the on-duty manager, lacked empathy and professionalism.
Room cleanliness was subpar, with pillows lacking inner covers and a lingering sweat odor. While the food was acceptable, the restaurant service was lacking unless tipped generously. The beach, although beautiful, was frequently marked with a red flag, making swimming challenging for half the year. Regrettably, I don't foresee returning to any RIU hotel based on this experience.

Reviewed Oct. 24, 2023
They are doing a lot construction. First they put us in a room that had an open electrical closet with cables and transformers right there in the room. Very dangerous especially with kids. That alone is incomprehensible that they would put guests in danger of being killed by electrocution. I called reception and they moved us to another room in the new wing. Most of the night for hours, a loud alarm went off outside. So loud that it was impossible to sleep. They told me it happens all the time and they've done nothing to address it thus far.
The next day I complained about a very bad experience and was met with a poor attitude and indifference. They just didn't seem to care. Upon arriving back home, I wrote to their complaints department. After some back and forth, the Riu agreed to process a refund for €110, half my nightly cost. Per their request I sent them my bank info so they could process a wire transfer. That was over two weeks ago. To date, they have not processed the refund. The excuses so far have been, it will happen this Sunday. Our system is broken and can't wire money to the United States. We don't issue credit card refunds. Talk about gaslighting. Things happen like alarms and construction, I understand that, although not open electrical closets. It's what's done about it that matters. With the Riu, what was done about it has been nothing but lies and excuses. Excuses so offensive to one's intelligence, they're laughable. Where is this company's integrity?
RIU Hotels Company Information
- Company Name:
- RIU Hotels
- Website:
- www.riu.com
