RIU Hotels & Resorts Reviews 644

Unsafe and Unacceptable Conditions – Beware of Health Risks at Riu Palace Macao

I am compelled to share my experience at the Riu Palace Macao to caution other travelers. What was supposed to be a relaxing vacation turned into a serious health concern due to hazardous conditions and poor management.

Upon check-in, I was placed in a room that was heavily contaminated with mold. The odor was overwhelming, and visible mold was present on surfaces, raising immediate concerns about respiratory health and overall cleanliness. When I requested a room change, I was moved to another unit that was also mold-infested, with an air conditioning system that was clearly not functioning properly. This created not only an uncomfortable environment but also a significant health danger.

Adding to the disappointment, the room provided did not match the details of my original reservation. Instead of the Superior Junior Suite with a single bed that I booked, I was given a room with two full-size beds in unacceptable condition. When I raised these issues with the front desk, I was met with indifference and unhelpful responses. Staff insisted there were no other rooms available and failed to provide a proper solution, leaving me with no choice but to remain in unsafe accommodations late at night after a long day of travel.

The lack of accountability, disregard for guest safety, and failure to deliver on promised accommodations are unacceptable for any hotel, let alone one marketed as a luxury resort. Mold exposure can have serious health effects, especially for children, the elderly, or anyone with allergies or asthma. No traveler should be put in a position where their health is compromised due to negligence.

I urge anyone considering staying at this property to think twice. Until Riu Palace Macao addresses these hazardous conditions and trains their staff to prioritize guest safety and satisfaction, this hotel cannot be recommended. There are far better options in the area that respect both the well-being and trust of their guests.

I was left at the airport for 2 hours alone by Riu Cancun after they did not book my transportation to the hotel. I am an elderly women with disability's which makes getting around challenging not to mention I was left feeling very vulnerable and alone at the airport. When I tried to call the hotel for assistance in getting there they where very unhelpful and told me there was nothing they could do. Eventually I got through to the manager who organised a taxi however the fact that this took 2 hours to resolve was ridiculous.
As well as this my bedding was stained and dirty which only added more burden to my stay when I eventually arrived at 10.00 pm.
To add more to this situation when I arrived at the hotel gift shop, I was followed round like I was a thief. As far as I was concerned I felt the staff there where racist, they did not follow around any white people which made me feel very uncomfortable and angry as a black women.
When I eventually tried to make a complaint after my stay, the customer service only responded with generalising, standard replies and did not look into my case as all.
There where some nice staff who where friendly and helpful but the few that weren't really impacted our stay. I hope in future the staff are properly trained and there is more organisation when helping people.

Yesterday 03-08 when I arrived at the Hotel Riu Palace Macao I was assigned room 3090, when I got to the room it smelled of mold, had dirty pillows and towels, now after three complaints, one in the app and two at reception the situation remains at 04-08, I even had a visit from a cockroach inside the room. The most honest thing I can say is run away from this hotel, it sells five stars, but it's not even two!

⚠️ DO NOT STAY at Riu Palace Macao Punta Cana – Disrespect, mistreatment, and zero empathy from staff

★☆☆☆☆

I travel frequently for both work and leisure. I’ve stayed in dozens of luxury resorts across the globe, and never—never—have I experienced such a disgraceful level of service, disrespect, and lack of human decency as I did at Riu Palace Macao Punta Cana.

The experience was absolutely shameful and unacceptable for any hotel, especially one that markets itself as “5-star.” I was traveling with my 70-year-old mother. A close friend and his partner came to pick us up in a private vehicle, and the hotel security refused to let them in—even just to collect us. We called reception, explained the situation, and, as expected, they offered zero assistance. No solution, no responsibility, and absolutely no empathy.

Since our friends weren’t allowed to drive in, we asked for a golf cart to help my elderly mother cover the 2 kilometers from our room to the entrance. The staff literally said: “Just walk.” No concern, no care, no effort to accommodate a senior guest.

And that wasn’t the end of it—the next day, when we tried to leave the hotel, we ran into the exact same issue again. No support. No proper communication. Just a rude, dismissive, and cold system that seems designed to ignore guests rather than serve them.

I had no issue with the food or drinks. But when a hotel fails at the most basic level—treating guests with kindness, respect, and human decency—nothing else matters. It doesn’t matter how many restaurants or pools you have if your guests feel humiliated, abandoned, and disrespected.

People deserve to know what really happens at this resort. If you’re looking for a hotel in Punta Cana where you’ll be treated well—do not choose Riu. The staff is hostile, the service is awful, and there is absolutely no compassion in how they operate.

Very Friendly, accommodating staff, even though English was not their first language they made the effort. Tidy grounds and accommodation, any issues resolved quickly.

Stayed for the entire weekend. Unfortunately, I had to switch rooms after the first night, which was inconvenient. The rooms were okay, but based on the price and overall expectations, I was hoping for a better experience. Service was decent, but there’s definitely room for improvement.

Total garbage hotel in Times Square NYC. Service is HORRENDOUS. You have to line up for breakfast just to take the elevator to the floor where they serve breakfast, floor 5. Then you have to line up again to be seated. AND THE FOOD IS GOD AWFUL. I asked for late check out adding 2 hours. They wanted to charge me $60 after i spend $1,400 on 2 rooms. THIS WAS BY FAR THE WORST PLACE I HAVE EVER STAYED IN NYC. STAY AWAY!!! On top of it i think ICE should raid the place as most of the staff did not speak english.

terribly dishonest company. they owned and re owned by several organisations and simply scam you for money by offering cheaper deals but than take huge mark up by manipulating exchange rate. customer service is not existing and standard email replies that case had been reviewed and they are right. Do not fall for cheaper hotel prices, all scam

We had a 10 day stay at riu Costa del sol 7 of us.The hotel was brilliant I can't fault anything food was great drinks great the hotel is very clean the staff work very hard and nothing is a problem if you ask for anything.The entertainment was brilliant also daytime activities including a foam party and lots of other activities they do. Thank you Riu for another great holiday this was my 3rd riu hotel I have stayed at and is very family friendly and I would recommend it 100% 💞

Serious in-hotel injury, no assistance, no response

Review:
We stayed at Riu Plaza Panama in July 2025, after great experiences at other RIU hotels in the Caribbean and New York.
This time, my 73-year-old mother suffered a serious accident in the hotel room, falling on a glass coffee table. She sustained three rib fractures (one displaced), two pneumothoraxes, and needed portable oxygen.

The hotel provided no medical help, no insurance coverage, and no lodging or follow-up.
We had to pay for everything: alternate hotel, food, medication, oxygen equipment, even a laptop so she could continue working remotely.

We submitted all documentation to RIU. Still no reply.
This is unacceptable from a global chain. Trust has been broken.

I recently stayed at the RIU Palace Tropical Bay in Negril, Jamaica, for what was intended to be a memorable and celebratory trip for my 60th birthday.
The entire holiday was booked through TUI as an all-inclusive package, with clear communication regarding the nature of the celebration and my partner’s accessibility needs. Unfortunately, the overall experience at this resort fell well below the expected standard for a RIU property and was deeply disappointing, especially given the occasion.

While the room was acceptable in its layout and general appearance, we encountered a serious hygiene issue, cockroaches were found roaming freely within our room. This infestation was concerning enough to require fumigation. We also became aware that other guests were moved due to similar pest problems, indicating a broader issue affecting the resort’s cleanliness and maintenance standards.

The electrical infrastructure in the rooms was also inadequate. The 110v two-pin sockets did not securely hold standard travel adaptors, forcing us to prop up plugs just to maintain a charge. This was not only inconvenient but also a potential safety hazard.

Despite informing TUI at the time of booking that my partner has mobility issues and that this was a significant birthday celebration neither consideration appeared to be acknowledged by the resort. Our room was initially assigned in a block furthest from the main amenities, including restaurants and entertainment. After we raised the issue on arrival, we were moved the next day to a closer location, but the delay caused unnecessary stress and made it difficult to settle in during the first day. In addition, no birthday decorations or acknowledgments were made, despite clear communication through TUI that this was a celebratory trip.

None of the blocks have lifts & no escalators at reception down to the main square where all the activities & restaurants bars etc are

The public men’s restrooms were in unacceptable condition. All urinals in one of the only two public facilities were blocked and filled with stagnant urine. Even after the issue was reported to staff, no meaningful action was taken, and the facilities remained unsanitary throughout our stay.

The restaurants were largely subpar. Food quality ranged from average to poor, and the breakfast buffet lacked consistency both in terms of selection and availability from day to day.
The resort’s QR code based reservation system was problematic, it only allowed guests to book for the number of people registered in their room, effectively excluding others from your group.
This system is not user friendly, especially for guests who are not tech-savvy.

Furthermore, menu items advertised in restaurants on the QR system were always unavailable lobster, for example, was never available but always advertised.
Cocktails across the resort lacked variety and tasted largely the same, with little distinction between them. They were also ordered via QR code, which added another layer of inconvenience.

The in room drink optics were never fully stocked. When we asked about this, a staff member explained that under current resort policy, optics are not replenished in full. After raising a complaint, the drinks manager agreed to fill our cabinet properly, but this again should not have required repeated requests.

The resort’s WiFi did not cover the full length of the designated beach area, which was frustrating. One end of the beach lacked a bar or food kiosk, requiring a lengthy walk back to the central area or dependence on roaming beach staff who only got drinks & not food, & were few and far between.

Additionally, each guest is only permitted a single beach towel, which is inadequate for a full day spent at the beach and not in line with service expectations for a premium resort.

The single most commendable aspect of the resort was the entertainment manager. He was enthusiastic, professional, and clearly committed to ensuring guests enjoyed their stay. His energy and dedication stood out in stark contrast to the broader shortcomings of the resort.

Overall, RIU Palace Tropical Bay failed to meet the standards that guests expect from the RIU brand or from a holiday organised through TUI. From cleanliness concerns and inadequate accessibility provisions to poor dining experiences and limited guest services, this stay was unfortunately marked by a series of avoidable disappointments.

Given the significance of the occasion and the premium nature of the booking, the experience was both frustrating and disheartening. I sincerely hope these issues are addressed to prevent future guests from encountering the same.

I’m a travel advisor who submitted a compassionate waiver request to RIU Palace Antillas in May 2025 for a client facing a medical emergency in her group.

RIU confirmed in writing that her cancellation penalty would be waived. Based on that, she chose not to travel. On the day of travel, they reversed their decision, calling it a “misunderstanding” despite the fact that my request clearly listed the correct travelers.

My client was left with a full financial loss. I’ve since escalated the issue through multiple RIU corporate channels with no response whatsoever.

Disappointing and unprofessional. RIU did not honor their written commitment and failed to take accountability.

We have just got back from a fantastic 2weeks staying at the Rui Palace in Boa Vista Cape Verde couldn’t fault a thing everything was top class and clean service was great nothing was too much trouble will be returning most definitely

Recently stayed at Riu Palace Mauritius and the service was excellent.
Nadia was our chamberlain and she was constantly tidying our room and decorating it with amazing towel-art.
The pool barstaff were attentive and the food was top notch ,varied and plentiful.
The drinks were branded and local ,and very well presented in the cocktail bar .
All in all a very nice stay but be warned stay away if you don't like breezy beaches .
For us it was perfect, as the 27 degree temperature came down to a lovely 22 on the beach .
Plenty of kite surfers and wind surfers enjoying the all the all year round windy weather

When i booked this hotel I requested a high floor and ocean view.
When i arrived I was put on the ground floor facing a cement wall and was told they were fully booked. When i came back to the front desk with my luggage, I told them I was changing hotels. Magically a second room was offered. This room was on the first floor over the lobby access and was very noisy. Guess what? i wheeled my luggage back and another room was offered. I was then offered a room on the second floor. Never pay in advance for a Riu hotel

We had a fabulous time in Boa Vista - Cape Verdi, beautiful hotel, clean room, food was excellent even for a fussy eater like my husband. The staff were amazing, friendly, helpful and always smiling. A truly wonderful location for a relaxing poolside holiday. We will definitely be going again 🙂 p.s don't underestimate the sun, always use a high factor sunscreen

Holiday in 2024 was fantastic and service was great. My biggest concern is the awful customer service. I'm trying to sort out my loyalty scheme and book a holiday for this year - 8 emails later I'm unable to. Out of interest, why is it that there are no replies to all the negative reviews they have received?

I rarely leave negative reviews, but our experience at RIU Ocho Rios Island demands one.

At 3:30 a.m., an unauthorized guest entered our children’s room while they were sleeping. This horrifying breach of security was reported immediately. We were told by hotel staff—including the manager, Mr. Price—that the individual was checking out. That turned out to be untrue, as the guest remained on-site the next day.

We also had a flooding toilet in our room, adding to our disruption. We spent hours dealing with hotel staff, rather than enjoying the vacation.

Despite escalating to corporate customer service, no refund or accountability was offered. Their only response was that they couldn’t find a key record issue, which completely misses the point: our room was entered, and our children’s safety was compromised.

RIU’s failure to take responsibility for such a serious incident is unacceptable. We will be reporting this to local authorities and sharing our experience widely to protect other families.

We stayed at the Hotel RIU palace Tikida Taghazout for 3 nights, and that was 3 nights too long.
We have experienced various all inclusive holidays, this is our first and last experience of Hotel RIU.
The staff are basically rude, the idea that hotel guests may want some service or hospitality is not part of their job title it seems.
They exist primarily to fold napkins, hide in discrete corners of the hotel and generally avoid interacting with guests.
One staff member in particular had her own agenda about who to serve and when, we complained about her attitude to a manager, she was moved to another part of the Hotel.
As far as dining is concerned, I would say that if you like stray cats, then this is the place for you.
We will never use Hotel RIU again, I’m only disappointed that I didn’t look at reviews before we booked, which is why I’m writing this …
Avoid wasting your money, book anywhere else but Hotel RIU!!!!

Stayed at Riu Republica in May 2025 and it was easily one of the worst travel experiences. Management was a complete nightmare, they could not provide any actual assistance with anything and try to pass off the responsibility to the manager coming in later.
Specifically Francisco, he was an absolute loser who treated my friends and I like dirt. One of my friends was drunk and stumbled away from the group and we found him an hour later in handcuffs with the police. Francisco claimed that he had been "assaulted" by my friend who was completely unable to stand up or hold himself upright. Francisco had no injuries or markings indicative of an assault. When asked for camera footage or to know what had happened, he would pretend to not know any english. When I brought out google translate to try and communicate he attempted to swat my phone out of my hand.
At this point I was very concerned for my friends health and safety as the police had him handcuffed in an asphyxiating position, but they would not allow us to assist him in any way. Francisco denied him any medical care and claimed that he was "afraid for his life" if my friend remained at the resort under our care. After 2 hours of back and forth with management, security and the police they determined that he would be spending the night in jail. They would not provide any details on how we could get him out, whether he would be monitored to ensure his safety due to his state, no details or footage of the incident. After the police took our friend we continued to ask questions as we were supposed to leave in the morning and Francisco stated that we were "frightening him" and he "did not feel comfortable" to continue having a conversation with us. For reference we were a group of 3 girls that are under 5'5.
Ended up having to pay $2500 USD in order to get our friend out of jail, and then they were kicked out of the resort.
Overall we all felt that we were treated terribly for a complete misunderstanding. Our friend is not aggressive and was not capable of hurting anyone in the state that he was in. Staff were telling other staff not to help us or speak to us when we were looking for information or any assistance.
This also doesn't even touch on the fact that each of our rooms had something broken in it everyday (my shower head EXPLODED while I was showering) and maintenance would not come and fix it.
The resort is incredibly run down, the management team is GROSSLY underqualified and rude, and they do not care in the slightest about their guests. PLEASE save your time and money and do not book here.