CB Hotels and Accommodations RIU Hotels & Resorts Riu Paradise Island

RIU Hotels & Resorts review: Riu Paradise Island

Ashley Linton of Apple Valley, US

May 01, 2024 7:58 pm EDT

Verified customer

Featured review

I have been trying to contact customer service about my stay and no one has yet to get back to me. I stayed at the RIU paradise island from March 25-29th. I had a horrible experience and would like someone to reach out to talk to me about it. Here is a short story of what was experienced- I arrived and checked in. I was given room 202. I took photos of how dirty the room was. There was balls of black hair all over the bed, a used condom, and dirt/dust everywhere. The room was filthy. I requested a new room and was told no. I paid to spend the night at a different hotel until it was cleaned the next day. This room does not offer an ocean view that I paid for. Yet again, I took pictures to prove this. I will provide pictures anytime. We were told we had to make reservations with two to three days in advance so we could not eat at any other place but the buffet. The mini fridge in the room was never refilled. I only drank soda and water. I called three times in one day to ask for more water bottles nothing. Two different nights I ordered a sandwich from room service and neither showed up, so I walked to a store and bought food after the second time of waiting over 90 minutes. I feel I should be entitled to a partial refund, or at least have someone reach out to me. This is the second time I am contacting Riu. Expedia also told me they filed a complaint but have heard nothing in return. PLEASE contact me. At the vary least I want to submit my photos of the room and how dirty it was so this does not happen again. it was so unfair that I had to pay for this terrible experience. I have stayed at the RIU in Cancun maybe times with a great experience. This on the other hand was the worst hotel experience I have ever had.

Claimed loss: I paid for a room with services I did not receive. Also, the room was so dirty the first night, I paid for a night at a different hotel. I was not sleeping in a bed with a used condom.

Desired outcome: I am not looking for a full refund, but I am due a partial refund due to not receiving services and room I paid for.

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