RIU Hotels Reviews

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About RIU Hotels

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RIU Hotels & Resorts manages a portfolio of all-inclusive resorts. These resorts are primarily beach destinations, featuring multiple dining options, entertainment programs and water activities. Established in 1953, RIU offers comprehensive packages that cover meals, drinks and activities.

Pros
  • Clean and well-maintained rooms
  • Variety of dining options available
  • Good entertainment and activities
Cons
  • Poor food quality and safety
  • Inadequate customer service response
  • Security issues with theft incidents

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RIU Hotels Reviews

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    How do I know I can trust these reviews about RIU Hotels?
    • 4,659,245 reviews on ConsumerAffairs are verified.
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    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Verified purchase
    Customer ServiceSales & MarketingOnline & App

    Reviewed April 18, 2025

    Terrible experience booking here!! Customer service rarely responds. Their only California hotel is susceptible is collapse!! Per the city, the hotel MUST upgrade their structure to support certain earthquakes by 2040. Hotel does not disclose this anywhere on their website but as of April 2025, they have not made the necessary upgrades and appear to be taking people's money in the meantime and hoping we don’t get a big earthquake. Waiting until 2040 is unacceptable.

    I asked to move to a safer hotel and they denied and said I need to rebook at a different hotel for that same day but they only one ONE hotel in California so that means I need to rebook my flight in order to move hotels. PLUS they won’t transfer to a new hotel. They’re telling me to spend more money at RIU booking a different hotel in another state for that same weekend and then, just maybe, they will refund my first hotel booking. Unacceptable. Refundable or not, this company is advertising a California hotel that is susceptible to collapse and they are forcing me to stay here. If I die here in May 2025 due to an earthquake, please take this as acknowledgment that this company forced me to stay here!!

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    Staff

    Reviewed April 11, 2025

    Absolute worst experience of my entire life - I booked a package deal and called the Riu packages team to verify if I could cancel and that I was within the window to do (otherwise I would have NEVER cancelled and LOST ALL MY S3K). The agent advised that I could and since they can't reach the hotel after calling THREE times that I should do it online. I did it online and it said I get ZERO refund. I asked if they could reinstate it then and I would come on the trip and they said its not an option. I asked for a credit and that we would come stay at a later date, they declined.

    There is NO CARE OR SERVICE for people who work hard and do their best to work out a resolution. The manager declined the waiver sent for refund and declined to do anything on this matter. My family is now out of a vacation and $3k (I also cancelled my flight and took a loss there as well since they advised I could cancel still). Because I was MISINFORMED by THEIR agent I am not suffering a significant loss. Absolute fraud and horrible SERVICE!!! Disgusting they could treat me this way.

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      Verified purchase
      Customer Service

      Reviewed March 5, 2025

      We stayed at Riu Republica near Punta Cana arriving in late February 2025. The resort is run down and service is poor. Some photos from our room are attached. We couldn’t read our room number (digits had fallen off), bath mirrors were all scratched up, and visible patches on shower window. We had a water leak after a heavy rain on day 2, resulting in a puddle on the bathroom floor. I tried calling maintenance countless times; phone would ring 4 times and go to fast busy. So I gave up and reported it via the Riu app, several times over 2 days, as well as getting a housekeeping supervisor to call it in. After a day or so the app indicated for both reports that it had been fixed, but it wasn’t (on day 5 it stopped leaking but then we had a rain that night and it started leaking again). We ended up resorting to asking for extra towels every day to put on the floor where water was coming in.

      It took us 12 hours and 3 visits to lobby info desk (and waiting in line for 15 minutes each time) to get an extra pillow because one of the ones in our room smelled. There are 6 or 7 restaurants, but all except 1 are merely buffets. And at the one al-la-carte restaurant (the steakhouse) there isn’t personalized service; you’re treated like a cog on an assembly line. Service in the bars is reasonably good though. Pool side servers were around for only 2 of the 7 days we were there. There is a great selection of pools and a fantastic beach with lots of available seating in the shade if desired. Although listed as a 5 star resort, this is a 3 star at best in reality.

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      Verified purchase
      Customer ServiceSales & Marketing

      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!

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      Sales & MarketingOnline & App

      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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      Punctuality & SpeedStaff

      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.

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      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

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      Customer ServiceStaff

      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.

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      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.

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      Customer Service

      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.

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      RIU Hotels Company Information

      Company Name:
      RIU Hotels
      Website:
      www.riu.com