I usually stay at a different hotel when I stay in Guadalajara; 3 trips since February. The facilities at my previous hotel are a little outdated, so at the suggestion of a friend, I moved half-way through my 3 week trip to the Riu. As I expected based on the room rates, the facilities were absolutely stunning - complete with modern decor, vibrant colors and clean facilities. The bathrooms were impressive; the views spectacular! The only thing to be desired with regard to the facilities is the beds. They were not particularly comfortable, and although I was able to sleep on them, I expect more from hotels in this price range.
The staff was extremely disappointing. With one exception, the front desk staff was simply adequate - not friendly, accommodating or impressive in any way; the valet attendants were sometimes rude to my friend who was arriving to pick me up; the room attendants threw away things that were not trash (including a very expensive bar of prescription soap); the staff in one only restaurant option were not friendly; and the bartenders/waitstaff at the pool could hardly be bothered. I was very disappointed in the service at this hotel.
Finally, on my day of checkout, I called what I guessed to be the front desk (the phones are not clearly labeled); was greeted with a Spanish greeting, and when I asked for someone to come help with my bags, I was transferred with no comment. The second person to answer the phone did not understand my request for assistance and placed me on hold for 10 minutes. I finally hung up and managed to get my own bags to the lobby. I wouldn't typically mind this, but I was overloaded from a fair amount of shopping on this particular trip.
Because service is so important to me, I will choose a different hotel on my next trip.
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