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1.9 / 5
Average user rating
644
Total reviews
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riu.com Reviews
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walter de voecht
April 11, 2026
Lack of customer service
The stay (Hotel Riu Costa del Sol) is ok.But the service (?) of their customer department is very, very, bad.They give the impression that the customer (=me) is not telling the truth.So a simple, polite, question for a refund of 20 euro (=1,15% of the payment for our stay) is refused.No service
Ele
April 7, 2026
Sunwing package to Rui Santa Fe
Sunwing package to Rui Santa Fe, Los Cabos, Mex., Feb 28/Mar07,2026. Checked out approx. 11am. When it's time to leave the resort, we find the manager & his assistant are holding our luggage hostage. They insist the television is broken (turns out it is not- JUST requires a system reset because of signal loss). BUT the manager forces us to pay for the tv ($1000.00 + CAN$) because he was delinquent in performing his job. Instead of troubleshooting the signal loss, he insists the tv is broken. His incompetence as a manger should not be passed on to a guest. We did not break the tv, we were not even aware the tv was not functioning, which we had explained to him. An internet search of a black screen with a small white box in bottom right hand corner explains how to do a simple total reset: unplug both electrical and signal input from the unit, wait, reconnect and a complete reset is done. Therefore, I should get a total reimbursement for this expense as it was a false charge, based on poor judgement and bad decision making on the part of the manager (Arn.....). The fact that the manager did not perform this simple signal reset task, proves the incompetence of both himself and maintenance staff. I expect better treatment from a reputable hotel chain like RUI Hotels. Does this happen all the time or was he abusing his managerial position to cheat a senior guest like myself? Reconsider your decision to book at the Rui Santa Fe, Los Cabos, Mex, or else: BEWARE of possible negligence on their part which could cost you a lot as it has me. This hotel should refund me the full amount by reversing the full charge. Elean C.
Gurjot
April 5, 2026
Needed a 0 star option
Needed a 0 star option. Had the worst resort experience ever. Our basic human rights were violated by the staff at this resort. My family and I have stayed at Riu’s all over the world and this is by far the worst Riu experience at Riu Cancun. We were physically attacked by a group of Hispanic men staying at the resort. As the men were attacking us they were threatening us that they would send the cartel after us. My cousin, she was bleeding nose busted begging for help, begging for the police, begging for security to do something and hotel staff did nothing! The police came and did no investigation. The hotel staff did not listen to us and kicked us out of the hotel in the middle of the night with no money no passports and did not let us get our belongings. They held our belongings hostage until a day later even then it was a fight to get our stuff. Do yourself a favour don’t stay here, this hotel does NOT deserve your money. They also let the person who broke my cousins nose to remain at the hotel we tried to press charges and the hotel staff said they don’t want to help us cause we are no longer guests of the hotel. They do NOT care about tourist safety. I have reached out to WestJet, Sunwing and Riu Resorts.I am disgusted how we were treated. We had multiple witnesses who were other guests who spoke on our behalf and they were threatened by hotel staff that they would get kicked out to. Part of our group who were asleep and not involved were also forced to leave. We begged, bled and pleaded but no remorse was shown despite having video evidence from other guests clearly showing our assault. Management have fabricated stories and will not look at the evidence we have when it backs our story.I’m not sure if this was clear racial profiling but the people who assaulted us, as we were screaming for security were allowed to stay.This resort is not safe. They do not want to help. The staff lie and management have no regard for safety and proceed to ignore our emails and pleads for help in this foreign country. Staff even refused to give us the police’s number to press charges!Riu Hotel, look at the evidence and compensate as we will proceed legally for your violation of our rights.Please see pic proof of our booking for 6- total group was 15 people. 2 bookings of 6 people, 1 booking for 1 person and 1 booking for 2 people (from England).
Justin X
March 22, 2026
For Coasta Mujeres- I normally do not…
For Coasta Mujeres- I normally do not write reviews like this, but my experience at **Riu Costa Mujeres** was bad enough that I feel obligated to warn other travelers to be very cautious about staying here.During my stay, I developed severe traveler’s diarrhea after eating food at the resort. This was not just a short stomach bug — I was sick for nearly three weeks afterward, and even now my stomach still hasn’t fully returned to normal. To this day, certain foods like lettuce make me feel nauseous, which started only after this trip. The only foods that did NOT seem to make me sick while I was there were items that were sealed, packaged, or bottled. Almost everything else I ate from the resort caused stomach pain and made my condition worse, which strongly suggests there were serious food safety or sanitation problems.My wife also became sick after eating at the resort and experienced vomiting, so this was not an isolated incident.What made the situation even worse was how the staff handled it. The very first night I got sick, I had an accident in the room because of the diarrhea. When housekeeping came to change the sheets, they laughed while doing it, which was extremely humiliating considering I was clearly ill. Instead of showing concern for a guest who was obviously sick from something I ate at their resort, the hotel later charged me for the soiled sheets. There was no apology, no attempt to help, and no discount or compensation, even though I spent a large portion of my vacation sick in the room.When you go to an all-inclusive resort, you expect the food to be safe. Getting traveler’s diarrhea can happen anywhere, but when nearly every unwrapped food item makes you sick, and multiple people in the same group get ill, that points to a bigger problem. It honestly felt like I was being served food that was not handled safely.This trip turned what was supposed to be a relaxing vacation into weeks of stomach problems and a very unpleasant experience. Because of what happened, I strongly recommend that anyone considering **Riu Costa Mujeres** be cautious, especially when it comes to the food.I hope management takes food safety and guest concerns more seriously in the future, because no one should leave a vacation feeling the way we did.
Mrs Williams
March 16, 2026
Holiday at Riu Cabo Verde
Holiday at Riu Cabo Verde – Not the 5-Star Experience We ExpectedWe travelled with TUI to stay at the Riu Cabo Verde in Cape Verde in March 2026. Unfortunately, the holiday did not live up to the 5-star rating advertised by TUI, and overall it was a disappointing experience.Having previously stayed at another Riu hotel that was rated 5-star, we expected a similar standard. However, the Riu Cabo Verde felt quite tired and dated in comparison. If standards vary significantly between countries, we feel this should be communicated to customers before booking so expectations are clearer. Even the TUI representative mentioned when we raised our concerns that Cape Verde is an island where everything has to be imported and therefore the standard can be different.There were several issues during our stay. The food was often only lukewarm, and on one occasion I was served raw chicken, which I photographed. Although we did see staff using a temperature probe once, the food temperature overall was not what we would expect from a hotel of this rating. The main pool was also extremely cold, making it very uncomfortable to use, and there was no indoor swimming facility despite us specifically asking about this before travelling.Our room was not cleaned to the standard we expected and felt quite dirty at times. On two occasions the cleaner also removed my toothbrush from its protective covering, which was strange and unhygienic.One highlight of the trip was the lemon shark experience, which was genuinely memorable and something we really enjoyed. However, we were disappointed to receive an email just three days after booking the excursion with TUI offering it at a cheaper price.Overall, while the destination itself has its positives, we do not feel this hotel should currently be marketed as a 5-star experience by TUI. With clearer expectations and some improvements to standards, the experience could be much better.
Gary Foss
March 13, 2026
Very poor customer service
Very poor customer service. Nobody wants to make a decision about a problem. They just pass the responsibility from one person to another. The property in Nassau is ok just as long as you don’t have a problem
B
March 13, 2026
Honeymoon: Bed Bugs & Food Poisoning
My husband and I stayed at the RIU Palace Costa Rica for our honeymoon. Unfortunately, our experience was extremely disappointing. Instead of enjoying every second we were left to pack an unpack with 3 room changes. Why?When we first arrived the room we were given was in very poor condition. It was clearly outdated nothing like the Google Photos making it look like a brand new room.Overall, dirty and had a very noticeable mold smell. It honestly felt crusty and was hard to get over. Therefore, we asked to be moved after mind you tolerating it at first.The staff did move us to a second room which appeared somewhat better initially. We could deal with the older smaller TV coming from a smart tv. Our 3rd room, the TV did not work. We didn’t even care or have the energy to address it. We were grateful for the room. However, the next morning my husband woke up extremely itchy with multiple bites all over his body especially his legs. After checking the bed, we discovered what appeared to be BED BUGS in the mattress. At that point we had to go back to the front desk again and explain the situation. Once again, we were given a new room.Now get this. When we went back to the room to pack our bags 2 hours later after they were going to “investigate the matter” we found the room made up again for the next guests. Therefore, they did not do anything! It was a bandaid fix. Let’s just quickly resolve the matter and deal with it again later and or in hopes the next guest doesn’t notice.How can anything additional get any worse? My husband became extremely sick with what appeared to be FOOD POISONING from something he ate at the resort buffet. He spent the entire middle of the night into the full next day in the room in horrible shape. I was solo on my last full day without my husband worrying if we would even make it home the next day. Imagine 5 hours on the plane with food poisoning.While some staff members tried to help when issues were reported, the overall experience was unacceptable. It seems like this has been ongoing issues for years if you look back.The only positive was the view, friendly workers for the most part around the resort and the hundreds of dollars spent on excursions outside the hotel.Not so happy honeymoon experience. I would highly recommend not chancing staying at this resort. Put your hard earned money elsewhere
Roos
March 12, 2026
Went to the Riu hotel in Taghazout…
Went to the Riu hotel in Taghazout Morocco for 5 days of relaxation and sun. Came back needing another vacation, I did not sleep for 5 days due to noise pollution from mostly crying screaming kids and neighbours. People wake up at 5/6 AM to lay their towel at the “best spots” at the pool. Same people everyday, food was not good except for breakfast. And a few members of the staff treated us really disrespectful. Never again. Next time only adult hotels without the horrible screaming kids who keep you awake the whole night and morning.
Jax Pina
March 10, 2026
Beautiful Island, but a Cold and Disappointing Stay at RIU Montego Bay (March 5-8)
As a RIU Class member, I’ve had great experiences with the brand before, but my stay in Room 30 (March 5-8) was a major letdown. While I love Jamaica and was sad to leave the island, I was relieved to leave this hotel.The Experience: * Hygiene Nightmare: We found cockroaches in our room on Friday night and again at 1:00 AM on Saturday. I have photos of this. It was revolting and meant we had to spend our final hours "scouting" our luggage to make sure no pests came home with us. * Unfriendly Staff: The staff generally seemed like they were being forced to be there. A petite, skinny woman at the front desk was visibly annoyed by simple questions about the shuttle, and the omelette station attendant in the buffet was just as cold. No one offered drinks or proactive service. * Lack of Care: Because of a foot injury, I was moved to a closer room, which I appreciated—but I didn't expect that room to have a pest problem. When I reported the bugs at checkout, the staff didn't even offer a basic apology. * The "Finesse": It felt like we were constantly being "finessed" for money for taxis and outside services rather than being hosted at an all-inclusive resort.The Bright Spots:The bartenders on-site and the wonderful tour guides we met on excursions were delightful and truly saved the trip.Bottom Line: I didn’t feel like a valued guest or a Riu Class member. It didn't seem like we were missed or even cared about. I hope management takes these hygiene and service issues seriously.RIU Class Member Number: 22702586
Mr knight
March 9, 2026
Nice to see Riu don't promote animal…
Nice to see Riu don't promote animal welfare. 2 security guards chased off 3 wild donkeys throwing things at them. I got a mouthful of absume from the security guards to ad to it. Great company. The security guard pushed me. That's assult Cape Verde . Touareg.
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