My anniversary vacation was ruined by Riu Palace. The rain leaked into our room from the balcony. Our phone didn't work in our room. We managed to work around these issues (and others) until the last day when things took a terrible turn. I was sitting in bed watching tv and a piece of the ceiling molding fell down and hit me on the top of my head. It was a big piece of wood that clearly wasn't attached properly to the wall. Thanks heavens I was sitting up instead of laying down otherwise the ceiling would have hit me in my face and may have killed me. I ended up with a serious concussion. I ended up needed a CT scan to make sure I didn't have any internal bleeding in my head. It was a horrible experience.
We were treated very well at the hotel. Vera and Crystal were very nice to us at the buffet! Great people with great attitudes. The food was delicious as well. Vanessa at the front desk helped us to check out a day early and get a refund for the missed night. The 1800 number for Riu I am very displeased with. When I called at 8AM for before my flight to the Bahamas from Miami I specifically asked if the beaches were open. They said yes. We got to the hotel at 1:30 PM to find out that the beaches were in fact closed as of 5 AM that morning sorry they lied and we waisted tons of money. We managed to have a good time regardless, but I was so angry about that.
We had a wonderful time at this hotel: every single person at this hotel did their best to enjoy our stay. The food was amazing. The safety precaution was excellent.Just one comment when the food service was a la carte the service was bit slow but we understand that they were not yet ready. But we had a great time
I booked a trip back in March 2020 through Vacation Express (tour operator) which included flight and hotel - Reservation #1761453. Unfortunately, we were unable to travel because our passports were lost in an overnight UPS package. We were immediately provided with an airline voucher from Silver Airlines, but it took 4 months to get a final response from Hotel Riu. Finally, even with an executive's involvement, they advised that this unusual and uncontrollable event was not a valid reason for a credit ($1,500 value) to be used at a later time. Vacation Express felt bad for our situation and made an exception to their standard practices by proving us with a travel voucher of $480 even though they were not refunded by Hotel Riu. When I left a poor google review about this matter, Hotel Riu responded by advising me to contact my tour operator (same response I've received all along). I am greatly disappointed with the customer service experience and the hotel's refusal to make an exception under the unforeseen circumstances. Frankly, I am mostly surprised as the hotel's reviews were mostly positive. I would imagine that a large corporation like Hotel Riu would be able accommodate a request of this nature to ensure that we would book with them in the future. Instead, I will be using the vouchers that I received from Vacation Express to rebook our trip with another hotel.…
Had the same experience as Juan above. The beach was closed three of our 5 days too, which was the reason we went for our anniversary. There was no warning. Buffet was mediocre at best, and all the other restaurants were closed. The swim up bar was not functional, though the site said it would be. The staff were wonderful, though. I unfortunately suggest waiting out the virus to go. I would say you have less of a danger of contracting the virus there or even traveling, but the money spent was not really worth it considering what was available. The beach is beautiful though, when it’s open.