1. Check-In Experience: We requested an early check-in, and the receptionist assured us that not only would we be accommodated early, but we’d also receive an upgrade. However, we ended up waiting for over four hours, while other guests checked in without issue. In the end, we were given the same room we had initially booked, not the upgrade that was promised. The receptionist was rude, unapologetic, and left us feeling completely disregarded.
2. Breakfast Buffet: The breakfast buffet was the same every day for the five days we stayed. There was little variety, and we frequently had to request refills for several dishes as the staff couldn’t keep up with demand.
3. Specialty Restaurant Reservations: Despite our thorough research and being loyal customers, we struggled to make reservations at the specialty restaurants. For the first two days, everything was fully booked, and we couldn’t dine together with our friends who had joined us for their first Riu experience. This was especially frustrating since we had encouraged them to book with Riu, resulting in additional business for the hotel.
4. Hot Water Issues: The hot water was unavailable for an extended period, initially stated to be from 9am to 6pm, but in reality, it was off from 8am to 9pm. When we reached out to reception, we received no response, and we had to physically go down to the lobby, where we were ignored along with other guests.