RIU Hotels & Resorts Arvostelua 668

We booked direct with Riu. From the time we arrived at this hotel until we left we were treated like Royalty. Khadija on reception whilst on vacation at the time we visited had organised our preferred room and kept in touch with us to ensure everything was running smoothly. We had met Khadija on our previous visit.Large clean room with two beds pushed together, mini bar replenished every other day with soft drinks, nice walk in shower and fitted wardrobes. Very quiet and comfortable.Staff went over and above to make this holiday a memorable occasion.
Grounds are kept immaculate by the gardeners. Rooms are spread over a large area. Pools are beautiful. Small private part on the beach with beds and umbrellas. Steakhouse managed by Ahmed was fabulous. Large portions of food with a beautiful setting. When I was poorly Ahmed organised fruit, cakes and Prosecco to our room. Ahmed dosed me up with honey and lemon along with Zoubair.
Main restaurant had a large selection of food for lunch and evenings. We were served by Zoubair who was excellent. Pool bars very attentive staff Moukhliss and Fayssal kept replenishing our drinks. Entertainment team work tirelessly and so attentive. Mo, Sam and Sammie you are great.
Thank you again to Khadija for organising and making our wish list happen.
Thank you Ahmed, Zoubair, Fayssal, and Moukhliss for treating us like family.
Staff and management here cannot do enough for you here to make your stay memorable
We will return.

I recently returned from what should have been a beautiful and relaxing holiday in Jamaica. The location was absolutely stunning, the beach pristine . The resort grounds were very well-maintained and the overall atmosphere had all the ingredients for a perfect getaway.

Unfortunately, my experience was severely overshadowed by the theft of personal property from within my room – a violation that left me feeling deeply disappointed. Evidence pointed to staff involvement, which made the situation even more distressing. Despite reporting the incident immediately, the response from the resort was lacking. They were very good at investigation myself and those in my party , searching thoroughly through all our belongs however did not seem as keen on investigating their members of staff.

Hoping to resolve the matter more formally, I wrote to their complaints department on the email address they provided shortly after returning home. Weeks later, I have yet to receive any form of acknowledgment or reply—despite sending a follow-up letter two weeks after the first. The complete lack of communication and accountability is extremely frustrating and unprofessional.

I do not take lightly to leaving negative reviews, especially when the setting itself was so beautiful, but I feel compelled to warn others. Security and peace of mind should be part of any holiday experience, and unfortunately, this resort fell far short on both counts.

Until they address the issue seriously and improve their response to complaints, I would caution future travelers to be extremely careful with their belongings and to consider other options

We stayed at riu reggae in montego bay and the house keeper Chantelle was the most attentive friendliest member of staff I've ever come across and I've stayed in 4 riu in 4 different countries that girl is a credit to your team xx

Essen super …. Zimmer super ….. nur Recebtion leider vereinzelt nicht akzeptabel … Betrunkene Menschen ( nicht aufdringlich.. aggressives Verhalten von n Personal ….drohten mit Polizei… überflüssig die Leute gingen zum Aufzug entschuldigenden sich )

Riu Kukulkan - Cancun.

Absolutely amazing! Clean, beautiful and full of amazing staff. 11 days from start to finish we felt so welcomed and looked after. Emiliano was extremely helpful and kind. The buffet restaurant staff were all so friendly and fun. Krystal restaurant staff were extremely fun and brilliant. All together, throughout, the customer service was outstanding!

If there is anything to moan about, the thing would be the useless beer mats they continually put out for drinks. They're not beer mats. They do not soak anything up. Just stick to your drinks and then drip onto you. Stupid. Get proper ones.

Totally recommend the hotel though. I will definitely return and speak very highly of it.

Thanks for the memories.

Stu - One of the 3 Brits you all loved 😄

After years of booking with RIU Hotels without any issues, I’ve decided not to return.

Recently, I attempted to book a stay at RIU — a familiar hotel. The system showed availability, but I was kicked out of the payment process multiple times. I adjusted my travel dates twice and contacted customer service, expecting a simple resolution.

Instead, I received:
• A vague “special request” that led nowhere
• Cold, templated responses
• No follow-up, no accountability
• No actual solution to the booking failure

I never asked for compensation. Just a working booking process — or at least a concrete answer from someone who cared to resolve it.

This wasn’t a one-time glitch. It’s a sign of how even long-time guests are treated when systems fail and the organization behind them hides behind scripts and automation.

I’ll take my business elsewhere.

Diese Bewertung bezieht sich auf das Hotel RIU Cabo Verde für Erwachsene.
Die Ankunft im Hotel und das einchecken rief ziemlich reibungslos und freundlich ab.
Das Zimmer in Block Nummer 1 war angenehm groß das Bad war okay.
Die Toilettenbrille passt ja nicht auf die Schüssel eine Matratze war weich und die andere war noch recht gut in Schuss.
Die Möbel untere Ikea Qualität.
Das erste Frühstück in unserem Hotel war absolut spitze und entspricht locker einem 5 Sterne Hotel wie das gesamte weitere Essen am Buffet und den Spezial Restaurants.
Es gibt wirklich überhaupt nichts auszusetzen bei diesem Speiseangebot. Den ersten Tag wollten wir dann am Pool verbringen, die Auflagen für die Liegen könnten direkt alle auf den Müll.
Ohne Badetuch setzt sich kein normaler Mensch auf diese Liegestühle.
Das Personal in der Lobby sowie im Restaurant und den Bars ist sehr zuvorkommend und freundlich.
Eine Ausnahme gibt es, die Strandbar.
Dort genießt das Personal auch gern mal ein Bier und ist auch gerne mit den weiblichen Gästen beschäftigt.
Sehr nervig auch der Weg zum Strand, denn dort muss man an allen Werbern von Ausflugspaketen vorbei. Die sich fast täglich um die Gäste streiten.
Fazit von dem Hotel,
ein Essen das fast nicht zu übertreffen ist
Zimmer und Zimmertüren sollten wirklich renoviert werden die Auflagen für die Liegestühle, am Strand und am Pool gehören definitiv alle weggeschmissen, es ist wirklich nur ekelhaft und ich frage mich was die Abordnungen von Rui die ebenfalls im Hotel waren sich dabei denken. Auch sämtliche Liegestühle haben ihren Dienst schon geleistet

Riu have a best price guarantee. I booked 7 nights at one of their hotels in Agadir and then found it cheaper on booking.com. The booking.com booking had a free cancellation period of 5 days whereas the Riu booking was 7 days.
They would not honour the price difference stating as below.

In this case, we have reviewed your case with our internal department and due to the terms and conditions of the third party websites not matching our internal terms and conditions, unfortunately the Best Price policy does not apply to your reservation.

The cancellation policies are different.

They should have honoured the price and cancellation period.

Ich bin noch gar nicht angereist - und versuche seit 3 Wochen jemanden zu erreichen der mir eine Frage beantwortet…
Telefonisch und per Mail. Es meldet sich einfach niemand und bei der Deutschen Kontaktnummet sagt man mir ich soll mich direkt vor Ort wenden - aber da erreiche ich niemand egal wann ich es versuche und auf mails ( in Landessprache verfasst ) meldet sich niemand

Room was fine, food okay, front desk and concierge staff-terrible. The bellman told us a bus that arrived was not ours( for transport to airport) but it was, so we had to pay $120 for a taxi to make our flight. Riu has refused to reimburse us!

What can I say about the RIU Palace Macao? Let's start with the fact that this an "Adult Only" resort. When we were checking in noone advised us of hotel policies. We were never told we have to go to the front desk to receive cards in order to get beach towels. We were never told said towels would need returning or they won't allow you to check out.

Day 3 we lost our AC and in temps ranging from 28 to 33°, our room temp was between 23.5and 24.5. We tried calling the front desk and the phone wouldn't work (it was intermittedly broke it seemed).
After 3 trips to the front desk, 3 calls and 3 techs over 3 days, they finally agreed it was broke and agreed to move us, but, gave us 10 mins to pack everything.

Day 4, I got food poisoning from lettuce that was wash in polluted tap water instead of purified water. I spoke with several other guests who confirmed they also became sick. The front desk was contacted looking to see if the doctor was on site where we were told we could not see a doctor until we went to the front desk and pay a $2 deposit but couldn't explain what the deposit was for.

The new room they moved us to was cold but worse. It had mold on the walls, the TV didn't work, and after being away from the room for 3 hours we came back to scarily find our room door open. We were not aware it needed slammed multiple times to latch properly. The front desk fogged our concern and did nothing.

The pools were awesome, the staff (not the front desk) were friendly and accommodating. Our only complaint about bar staff was they refused to provide bottled water and said if we wanted bottled water to take it from our rooms. They provided 1 liter bottles in our room which in my opinion and what I experienced was if you didnt chug the entire bottle, it was hot water in no time on the beach or beside the pool. The front desk staff were dismissive and acted unconcerned of our issues.

The beach was constantly littered with trash, drink cups and seaweed. In fact, we thought the maintenance staff did little to clean up the resort on a daily basis.

The only entertainment required gambling at the casino, travelling to a club miles away or party's they had a the small disco on site. No shows of any kind.

The spa, gym and shopping area were very nice.

We choose an "Adult Only" resort because we thought it would be a more Adult concentrated atmosphere but we felt we were treated more like children then a family resort we visited last year. When we checked out they refused to take my word for it that the towels for the beach were in our room and since NOONE told us they would be needed to check out, how were we to know.

We will never return to this resort, it was certainly NOT worth the extra $1000 we paid for the adult only experience.

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.

Take care during booking process!
They offer you FREE domnestic flights to the hotels on the maledives, but if you want to arrange the flights the cash EXTRA!
I have screenshots to proof!

Stayed at the Riu Vistamar in Gran Canaria on 10-17th March. Due to fly home on 17th but my wife contracted Gastroenteritis and ended in hospital for two days.
TUI rep was lass than helpful luckily my travel insurance Barclays Bank were brilliant and sorted out flight and taxi to airport.
The hotel were not very helpful when we explained that we thought the problem was in the restaurant. We only ate in the restaurant and no where else.
In the hospital a Norwegian lady also had Gastrointeritus, and her husband had had it the week before.
Having looked on Trustpilot since getting home, I have found 130+ other people who had also been ill staying at this hotel!
Someone from TUI needs to address this issue urgently.
We have contacted TUI since returning home and have had at least 3 different people, asking from TUI for the same details which I had already sent!!
I would think long and hard before staying here as my wife is still not 100% and was ill for 18 days in total.

Cero comentarios un desastre!

My husband, mother-in-law, sister-in-law, and three adult "kids" visited RIU Palace Mexico recently. From the moment we arrived, we were impressed. The staff's genuine smiles and hospitality made us feel so welcome. We were also amazed by the cleanliness and attention to detail. The resort grounds are gorgeous and immaculately maintained. The pool and beach areas were pristine and beautiful. The service was impeccable. All the bartenders and servers were excellent. The resort has a diverse range of dining options, from authentic Mexican cuisine to Asian Fusion. The food was delicious. The buffets offered at breakfast, lunch, and dinner were all amazing. The all-inclusive aspect meant we could indulge without a second thought. We really enjoyed all the activities provided at the pool, like water fitness classes, the foam party, dance party, cocktail class, BINGO, Belly Flop contest and more. The staff ensure there is never a dull moment. The evening entertainment was also a highlight. Shout out to Alex, Jessie, Eric, Pamela, Paola, Danny, Gustavo, Emiliano, and the other RIU staff. They made our stay extra special. If you're looking for an unforgettable all-inclusive experience, look no further than RIU Palace Mexico. We can't wait to return!

From the moment we arrived in Cancun, the problems began. I booked on the actual Riu website, where I was offered a free shuttle from the airport to the resort. When we arrived at the airport and located the signs for Riu, we were told our name was not listed and that we would have to wait several hours if we wanted a free ride. We wound up paying $80 for a taxi to the resort, figuring that they would just offer us a ride back to the airport – no problem.
When we arrived to check in, the girl at the front desk told us they were offering a “special upgrade” to a few of the Riu Class members, where they’d take us to a neighboring resort that was supposed to be better, with an upgraded room, for the same price we were paying for the original resort. She told me they had 5 more pools than the resort we had booked at, and we accepted happily! We also asked at this time about paying partially with cash (USD) and partially with a card, and were told it would be no problem.
They brought us via taxi to the neighboring resort, where things started to go downhill. We were told at this resort that we could not do part cash/part card, and also that we had to exchange our USD in order to pay… but the person manning the exchange desk was on lunch and wouldn’t be back for another 30 minutes. We walked to the bank next door, where we were told we could not exchange more than $500 each day. Not nearly enough to pay for our stay. So we wait for the exchange desk person to get back from lunch, and lose another $60 with the exchange rate, and eventually are able to pay.
At this point, I wanted nothing more than to go back to Las Americas. I love that resort, and at first glance, this “upgraded” resort doesn’t look any better than the previous one. It was smaller, didn’t look as nice (in my opinion) and actually had fewer pools. So my fiancée asked if we could go back- shouldn’t be a problem, right? Wrong! They spent the better half of an hour whispering to each other behind the front desk and placing various calls, eventually telling us they had “already booked” our original room… seems odd. By now, I figured they had accidentally overbooked- and offered this “exclusive upgrade” to sort out the mess!!
Upon insistence, they managed to find us a room back at the original resort – NOT UNTIL THE NEXT DAY. We’ll have to spend night one here. But wait – our room HERE won’t be ready for another couple hours! So we’ve spent most of our first day in this mess, and now have to cart our bags with us to go eat dinner at the buffet. When our room was finally ready, I was unsurprised to see this was clearly not an upgrade from our original booking. Instead of a Queen or King bed, my fiancée and I were given two separate twin beds. We asked if they could push them together, and they told us WE could try if we wanted to. The singular upgrade in the room compared to our original booking was a bathtub…
The next day comes around, and I am still exhausted, incredibly frustrated that I lost a third of my long-awaited vacation to this disaster, and ready to be back at Riu Palace Las Americas. We checked out, and they ferried us back to check back in. Where… surprise, surprise… OUR ROOM IS NOT READY!!
I was in tears at this point. Again, we cart our bags with us to lunch and out to the deck where I am desperate to at least get a few hours out in the sun and try to relax.
Finally, a couple hours later, we are given our room keys. I will say they put us in a nicer room this time – we had a gorgeous sea view, and I was happy to be back at the resort I had been dreaming about for months leading up to the stay. Unfortunately, I had less than 48 hours left of my vacation at this time.
To put the cherry on top of this disaster, when we came down to check out on our final day, we were told we were not listed to be taxied back to the airport… are you kidding me? They tried to tell me we should have input our flight info when requested via email, but when I pulled up my email to show there was no request sent (as well as to show them my MULTIPLE confirmation emails stating I would get free transportation) the staff was short with us and told us they could not taxi us back until hours after our flight was set to depart. I was incredibly confused that they wouldn’t have available transportation at the very time we were required to check-out. There goes another $100 to taxi back to the airport!
A final, important piece of information… after we returned home, I was curious about the comparative cost of the two resorts. After all, this was supposed to be an incredible upgrade, right? WRONG! When I tried searching a variety of upcoming dates to compare, the other resort was either equal in price or LESS!!! I can see no alternative to the situation being Riu allowing for their hotel to be overbooked, and offering a false “upgrade” to loyal guests.
I hope that Riu will choose to make this right with us.

Arrived late 23rd March ar Riu Costa del sol. TUI were superb,
But after a tiring trip,went to bed in the 4 star hotel to find bedsheets with holes and recent bloodstains ( not ours)?
Contacted reception and received an apology with sheets changed out the next morning.
But the fact that it happened in the first place and that the health threat of exposure to alien blood is all bit
scary.
Not at all happy ( RIU have apologised, but my concern is still valid)

We stayed 10 nights at RIU Dunamar (March 2025), booking a multi-generational family trip. While the location and some staff were wonderful (thank you Eva, Adriana, and Arturo), the overall experience was deeply disappointing.

Key issues:

Safety: A cat scratched my 2-year-old son in the reception area—why are animals allowed in common areas and near food? A lamp exploded near us in the evening. A guest openly smoked marijuana by the kids’ pool with no action taken by staff.

Rudeness and disrespect: My elderly parents were denied basic service (coffee, water) and mocked by staff in the dining area. When raised with management, we felt blamed or dismissed rather than heard.

Laundry incident: After my father-in-law had a health issue, reception staff (Aldo) lied and laughed at our distress when we asked about the laundry. Only after escalating was it returned—without any apology.

Housekeeping & maintenance: Rooms weren’t cleaned, gym machines were broken, and feedback was brushed off as “not my job.”

Poor communication: We waited 9 days for confirmation of airport transport, despite asking daily.

Thankfully, subdirector Janeth was the only senior staff member who showed true professionalism, apologizing for her team's actions and trying to make the last days more comfortable. But even her hands were tied on some basic issues, like requesting a staff member to apologize for disrespect.

Sadly, we will not be returning to RIU. Hospitality is about care, safety, and dignity—things that should never be compromised.

We stayed at this resort from December 21st to January 4th with our family (two adults and two children), hoping to spend a relaxing and comfortable vacation. Unfortunately, our experience was far below expectations, with a series of issues that negatively impacted our stay.

1. Payment Issues and Price Discrepancies
From the moment we arrived, we encountered a serious issue with the payment. The proforma invoice sent to us in Italy indicated an amount of 6256 euros, but at check-in, we were asked to pay 6852 euros, with no clear explanation for the difference. After contacting the resort several times in the months following our stay, the responses we received were disappointing and lacked transparency. Initially, we were told that the difference was due to the currency exchange applied by our bank, but after verifying, we found that 167 euros were indeed charged by the credit card for the currency exchange, while the rest of the difference was taken by the resort without any justification. This left us feeling frustrated and confused, given the lack of clarity and proper assistance.

2. Inadequate Initial Room Assignment
Our first room was completely inadequate for a family of four, as we were given a room with only one large double bed for all of us. We immediately reported the issue to the front desk, but were told we would have to wait. After waiting for an hour, they only changed our room the following day, which caused considerable inconvenience at the start of our vacation.

3. Problems with the Refrigerator and Maintenance of Common Areas
Another issue was the refrigerator in our room, which was never stocked with the products included in the all-inclusive package. This oversight made our stay less comfortable. Additionally, in our block of rooms, one of the staircases was constantly flooded, creating a serious risk of falling. Despite reporting the issue, it was never resolved, highlighting the lack of attention to guest safety.

4. Food in Large Quantities but of Poor Quality
The food was certainly plentiful, but the quality left a lot to be desired. The dishes were repetitive, and the quality was far below what we expected from an all-inclusive resort. Moreover, there was no allergen list, which is a serious issue, especially for those with food intolerances or allergies. During our two-week stay, we had the chance to eat lobster twice, but getting it was a real challenge: there was a long line, and by the time we managed to get close, the quality was far from satisfactory.

5. Slow and Unattentive Service
The service, in general, was very disappointing. Although the staff was generally polite, they seemed overburdened and inattentive to details. We had to request things multiple times, such as extra towels and products for the children. In an all-inclusive resort, we expected a more efficient and prompt service.

6. Poor Animation and Non-existent Activities for Children
One of the aspects that disappointed us the most was the entertainment for children. The animation was practically nonexistent, and the few programs offered were not engaging for our children. There were no activities specifically designed for kids, and after a few days, we found ourselves looking for alternatives to entertain the family. This significantly reduced the quality of our vacation.

7. Room Cleanliness but Poor Maintenance
The room cleanliness was adequate, but this was not enough to compensate for other issues, such as poor maintenance and lack of attention to detail. The structure overall seemed to need more care, with common areas not properly maintained and facilities that were not looked after as they should have been.

Conclusion
In summary, our stay at this resort was definitely disappointing. The price discrepancies, the issues with the room, the poor-quality food, the inattentive service, the lack of animation for children, and the maintenance problems made our vacation far from what we hoped for. After contacting the resort for months regarding the payment difference, we were left dissatisfied with the lack of transparency and unclear responses. Unfortunately, we cannot recommend this resort, especially for families with children looking for a relaxing and high-quality stay. We hope the resort takes these issues into account and improves its services in the future.