Contact RIU Hotels & Resorts: Find below customer service details of RIU Hotels & Resorts, Spain, including phone and email. Besides contact details, the page also offers a brief overview of the hotel chain. Reach the customer service below for support, complaints or feedback.
Head Office
Reservation Shop SLU
Avda. Alfereces Provisionales 28
35100 Playa del Ingles,
San Bartolome de Tirajana, Espana
Customer Service
Phone: 871 930 290 (Spain)
Phone: 1 888 RIU 4990 (US)
Phone: 1 876 940 8019 (Jamaica)
Phone: 0 870 099 0935 (UK)
Phone: 507 282 0460 (Panama)
Phone: 0 800 723 4360 (Germany)
Phone: 0 800 892 3280 (Brazil)
Phone: 0 811 655 273 (France)
Phone: 800 976 304 (Italy)
Phone: 808 780 809 (Portugal)
Phone: 01 800 225 5748 (Mexico)
Email: [email protected]
___
About RIU Hotels & Resorts
RIU Hotels & Resorts is a hospitality chain established by the Riu family in 1953. Headquartered in Mallorca, Spain, RIU Hotels employs close to 28,000 and operates as a subsidiary of TUI Group. Currently, the RIU chain consists of more than 100 hotels in 19 countries. It’s properties cater to 4 million guests a year. The third largest hotel chain in Spain, RIU operates under various brands that include RIU Classic Hotels, RIU Plaza Hotels, RIU Palace Hotels and RIU Club Hotels. While the RIU Classic mainly caters to families, travellers and others, the RIU Plaza targets business travelers. The RIU Palace is for those looking for luxury and the RIU Club is for those visiting top holiday destinations.
You can book a RIU hotel and resort on the website. You can input your destination, choose dates and proceed to make payment. Reservations made online can be managed any time by signing into your account. Top destinations where you can find a RIU property include Aruba, Bahamas, Costa Rica, Dominican Republic, Jamaica, Mexico, Panama, Saint Martin, US, Bulgaria, Germany, Ireland, Portugal, Spain, Turkey, Cape Verde, Mauritius, Morocco and Sri Lanka.
For hot RIU hotel deals, you can explore the Reservations section on the website that showcases destinations where you can get rooms on discount. Business travellers can locate a RIU property that offers all amenities and services for meetings, conferences and special events. If you are a regular RIU visitor, register for the RIU Class loyalty programme to earn points every time you stay at any of the hotels. The points can be used for reserving a new room, spa or shopping. For more information or queries on locations, cancellation, renewal, or others, reach the RIU Hotels customer service.
My family and I have stayed at few Riu resorts and have always had a good experience. However last week we stayed at the Riu Cancun and it was the most awful experience. There was no one to greet us when we arrived and no one to take our luggage to our rooms. We was just told the elevator is around the corner, but I guess they forgot to tell us there was separate sides. We eventually found our room which seemed to nice and clean however the bedsheets looked like they have been there since the beginning of time and was even white anymore. The ceiling fan had dust all over it like it have never been clean, and the nightly entertainment sucked. The only that made this place was the friendliness of the staff, especially the cleaning people . My party and I had a total of 3 rooms and every night we had to have our room keys reprogrammed which was annoying. My brother in law got sick and there is no room service and you wasn’t allowed to take food from the restaurant back to the room. My family and I travel a minimum of 3 times a year to various locations around the world and I have to admit this was the worst experience we ever had.
Comments about my holiday in your hotel RIO Palace Aruba. We rested from December 2-16, 2022. We really did not like the following points – cleaning in the room is very bad, dust and dirt all around! There is mold on the wall in the corridor! You come to the beach at 5-30 in the morning to take a seat – it turns out half of it is already occupied by the beach attendants, for sale to regular customers. The food and choice in the buffet is not bad. The staff gathers in groups and always something discussing loudly! But the most unpleasant thing was near the pool, where from 12 to 6 pm the music was very loud, so all the 2 weeks that we were! One could only dream of rest! After my requests to make it a little quieter, they answered, we cannot! Calls to the reception is useless! Accidentally met a woman – introduced herself as the head of the hotel, told about the problem, she replied that she could not help!
We were staying in the Riu Guanacaste in Costa Rica, when we arrived the customer service of the reception office was awful. We had driven about 5 hours from San Jose to the Riu hotel and because the name of one of the people in our group was not appearing in the reservation they were expecting us to drive all the way back to San Jose this was about 7pm. They were very rude and not helpful. We ended up having to pay again for the persons name that was not showing up even though it was already paid for.
The service In the restaurant’s was very good and the workers there are friendly however the people in the administrative office are not friendly or welcoming if anything they treat you as if they do not want you in the hotel.
Unfortunately we will not be returning to this hotel.
We’re currently staying at the Riu Helios Paradise in Sunny Beach.
When we arrived on Monday everything was wonderful, food, accommodation, facilities but then on Friday there was another big conference taking place in the hotel and that was it for the holiday makers, we’ve been made to feel second best and all the hotel is interested in is them. There are a lot of children, elderly and disabled people but the hotel has put there safty at risk by blocking walkways and leaving trailing electric cables and exposed extension cables laying on ground and if this isn’t enough they’ve close the main restaurant to holiday makers and made them go outside to the snack bar for our evening meal, the standard of food was poor with overcooked or cold food lack of choices and the desserts were same as dinnertime, while the conference people used the main dining room which was almost empty.
Been a riu member for 9 yrs been to all caribbean jotels but december went to riu palace costa rica the room had a bad smell mould plus we had issue with bedding not being changed rang to the lobby to reguest why and next day returned to room to find leter telling me to see general manager mr madrid. At the meeting the tui rep was present when mr madrid said he wanted me out of hotel because i was complaining about cs tui rep just sat there i am a 60yr old man with not a stain on my charachter but now riu have deactivated my riu account with out no explanation riu show some loyalty but most of all answer my email to explain why cancel my account
Sir, your assistance please. My partner and I are booked to stay at the Riu Palace Boa Vista hotel in the Calre Verde islands commencing on 24th Altil for 12 days. I have tried contacting the hotel direct but sadly no response. The reason why I wish to contact them, is because whilst during our stay it’s a special time fir my partner Janet Nightingale and wanted to arrange something extra special. Can you please therefor help me with the hotel’s email address. Many thanks. Peter Lord.
Sir, Your assistance please would be appreciated.
My lady partner and I are staying at the Riu Palace Boa Vista hotel on Vape Verde Isles next April for 11 nights. I should like to know their direct email address to contact them for a special occasion during our stay. Could you kindly let me have this?
Currently staying at RIU Aruba. This is day 4 of no air conditioning in building C. Pipe burst and being repaired. Absolutely no communication from anyone. Our vacation is being ruined by this event.
My parents vacationed in Spain for one week and stayed at the above-named resort. I am writing this letter regarding the behaviour and attitude of the person in the position of “Director” at this resort. On March 10th, after heavy rain, my mother slipped and fell on a wet tile pathway on the way back to her room. My father was with her. Mom was knocked unconscious and some bystanders helped my father get her to her room and a doctor was called. Reception was informed about her fall. The doctor who attended their room recommended that she go to hospital immediately and have a scan/other tests done, which she did. She had suffered a concussion, a traumatic brain injury and was told not to fly home in 4 days’ time as she would be at risk of a stroke, that she should wait at least a week.
Upon their return to the hotel, my father made a few inquiries as to whether their stay could be extended by any amount of time, even a day or 2, to give my Mom time to recover somewhat before flying home. My father was referred to the hotel’s “Director”. Although Reception had been notified about her fall, there was no offer of help, no interest in how she was, not even a call to their room to ask about her wellbeing. My Dad asked if the Director could extend their stay at all. The Director was completely disinterested in their dilemma and any/all requests were met with “No”. My father was understandably very shaken and upset about the fall and injury and was quite worried about my mother travelling against medical advice. He tells me he found the Director rude and arrogant, someone who treated my Dad like an annoyance, that my Dad said he would consider legal action. The reply was: “your lawyer can fight with my lawyer and my lawyer will win.”
Despite the fact that my mother travelled home on March 14th, as a result of being refused any extra nights at Riu Costa Del Sol, and had a stroke shortly therafter, the purpose of this letter is not to threaten legal action. It is merely to inform the Riu group of the behaviour of one of your employees who has a position of “Director.” The only thing this man should be directing is perhaps his own unemployment. His complete disinterest and arrogance at what was a very, very stressful time for my father as a result of his wife’s injury is unforgivable. This man had and may still have a mother of his own, and I wonder how he would feel if she had a serious injury and was treated in this way. I work in law myself and fully realize how tricky it can be to risk expressing too much concern about an accident on one’s property. However, a phone call to her room to ask how she was recovering could hardly be construed as any admission of liability. Indeed we are not implying there is any liability on the part of the Riu group. We are simply offering feedback on the indifferent attitude and completely unacceptable behaviour of an employee who is apparently in a MISplaced position of some power.
It would be wonderful if Riu could offer to mitigate this Director’s horrible response and offer a complimentary stay at one of your resorts in Europe – but not the Costa Del Sol as my mother is too traumatized by what happened there to ever go there again.
I only heard this entire story a few weeks ago, as I live in Canada and was more concerned about my mother’s ongoing recovery than the details of what happened after the fact. We are travelling to Cabo San Lucas for 8 days shortly and had initially considered staying at Hotel Riu Palace but changed our plans upon hearing about how my senior parents were treated, and the Director’s complete lack of empathy. We are now staying at Quivira instead. We are returning for Christmas with another family and have persuaded them to not book at Riu either.
While we have no interest whatsoever in taking any legal action, let me just add that my mother is the beloved matriarch of 16 children, all of whom have children of their own and most of whom reside in the UK and vacation regularly in Europe. We have not disclosed the story of my parents’ poor treatment outside of our immediate family, but I feel strongly about this and am willing to take to all forms of social media to make sure everyone I know, including all of our very large extended family and everyone they know, hears about this. A person with an attitude like this “Director’s” should not be a position where he deals with the public.
To whom it may concern,
I am a very loyal and long time RIU class member – 9157841.
Upon arrival and after checking in at the RUI in Ocho Rios, normally luggage is taken up to your room. However, I was told, I could either take my luggage myself or I would have to wait a long time for the bell service to bring luggage to my room. Therefore, I decided to take it myself because I wanted to refresh after traveling for so many hours, plus we were hungry. Nevertheless, once we arrived to our room and opened the door, we saw a king size bed and had to go back down. Again, towing our own luggage. We got back on the check-in line to change the room for a double-bed room. After changing the room and towing our own luggage again, we finally arrive to our room.
Once inside and after inspecting the room, which we were told was “supposedly ready”, we realized there were no towels, soap, or any other toiletries that would normally be in a RUI or any other hotel bathroom. I called to speak to someone and had to wait a very long time for housekeeping to arrive. Meanwhile, we still hadn’t eaten anything or had a chance to bathe yet. This was only the beginning of what turned out to be a very sour vacation.
I also gave my RIU class member card to the front desk when checking in and the points were never added to my account.
This is one particular RIU that I will NOT be returning too. I sincerely hope the your establishment could compensate me in some way for such an expensive trip feeling like a cheap one.
Thank you,
Tanya Gonzalez
My daughter and a friend have just completed their gruelling 3yr degrees to qualify as mental health nurses and wanted a break to celebrate. They have just had an horrendous 24hrs thanks to @TUIGroup owned @RiuHoteles
Last night for over an hour they heard sounds of a woman screaming and being assaulted in the next-door room and they were frantically trying to contact reception and security at @RiuHoteles Hotel Sri Lanka but could not get through.
They were utterly terrified and not being able to get through to reception they had no idea what might be taking place in the rest of the hotel. With the continuing assault they ended up hiding in a wardrobe and then contacted their families in the UK.
We were absolutely beside ourselves with worry and members of both families tried contacting the hotel (it was midnight in SL) but none of us could get through to any extension despite countless attempts. I contacted the local police directly but they did not respond.
Eventually both families stayed on the phone to the girls while they got out of the room and escaped from the top floor in the lift to go to reception. The assault was still ongoing.
When they got to reception they appeared dismissive of what had happened saying that “there was three men in that room and no woman.” Eventually security was sent to the room and a large man and a nervous, crying woman were brought down to reception.
My daughter said to staff “I thought you said there was just three men in the room?” The response was that maybe there was a family in there. During this the staff clearly identified the girls to the man.
The fact staff did not initially respond to the telephone calls and then did all this in front of my daughter and her friend thus identifying that they were the ones that had alerted security to the assault that had taken place was a massive breach of their duty of care.
To make matters worse staff have appeared oblivious to the seriousness of what had taken place suggesting the woman was drunk and that ‘these things happen’. This is absolutely incredible and totally unacceptable.
They asked to be moved to another room for the night but having been identified to the man and lack of response during the attack they no longer felt safe and thus stayed awake frightened. They resolved to leave the hotel and the country. A dream holiday completely ruined.
And if you think these are two shrinking violets then think again. They are both well-travelled and as part of their mental health degrees they have experience of Cat B prisons and have seen things that will turn your hair white.
They have insisted on going to the police today and hopefully things will be treated more seriously but this has been an awful experience for them both and we would like some answers please. @TUIGroup @TUIUKcares @RiuHoteles @Expedia
Trying to contact @TUIGroup @RiuHoteles was impossible. The @TUIUKcares account/tel no. is pointless. Any emergency numbers were trails of redirected numbers, passagg messages and full answerphone inboxes. God knows what would happen in a wide scale emergency.
VERY UPSET! I enjoyed the resort very much! (Las Americas- Cancun) When I returned home, our credit card was used by someone associated with Las AMericas resorts in Guatamala! Over 1300 dollars taken because someone at the hotel either gave our card information away or it was stolen! I trusted this company and they let us down! At no time was my credit card out of my possession while there, so the bank believes one of the employees stole our number! We are very disappointed that now we have a bad taste in our mouth regarding this resort! Bad business practices! I truly wish it didn’t happen because we loved the resort! Riu I hope you will make this better for us, as we would love to return. I have stayed at other Riu Palace resorts and have had a wonderful time. This is very disheartening!
Good afternoon Customer Service Corporate office,
My name is Shanta Dixon and I stayed at the RIU Guanacaste in Costa Rica from Friday April 6, 2018 until Monday April 9, 2018 with a party of 18 females. We booked through Cruise One with Mary Partridge. I purchased an Ocean View room and I asked for double beds due to having another female roommate (Aquia Ward) in the room with me. When I arrived to hotel I was told they only had a single bed in my room (5077) and a rolling bed would be delivered. I was also told that I would receive a call the next morning when another room with a double bed would be available. The gentleman who checked me in never told me how to get to the room or how to find my way around the Resort. One of the other ladies who checked in with me told to go back to the counter because the person who checked her in circled a map and told her and her guest how to find everything at the Resort. When I went back to the counter and asked him, he became very agitated and angry. I then asked for a manager who was very nice and he educated to all the ammenties the Resort offered. I thought everything was going to better at that point but I was wrong. The air never worked in the room my entire stay. We called downstairs to report air, we saw maintenance men in the hallway working and we also notified them the air was never working. They finally sent up a maintenance guy but it was never fixed. We had a lizard crawling along the wall in the room and had to call downstairs twice for them to send someone to get the lizard out the room. We never received the rolling bed at all the entire stay. Never received a call from downstairs about another room and when we called to find out about availability we found out we should have went downstairs instead of calling. The toilet didn’t work hardly, once the toilet was flushed you had to wait hours before it could be flushed again. The room was so hot we could even barely sleep. I had a horrible experience and I feel as if I wasted my money. I have already complained to my travel agent and apparently the other 17 ladies did also. I will make sure I do a review on trip advisory and any other site to warn people because this Resort is horrible. The manager I spoke with yesterday apologized and gave me the information I needed to report my concerns. She also kept the map for proof that nothing was ever circled on it to provide me with helpful information of the Resort. Please correct the mistakes in the Resort because its truly to beautiful to have so many problems. I can be reached at 469-853-4550. Thank you.
Okay Folks, I need your help to share this story! Riu has reported the post as spam so that this story will not come out. I am excercsing my freedom of speech in a general way.
So here it is.
I just recently found out about one particular situation that l am very upset about and cannot and will not stay quiet!!!!
I have been a Riu guest for so so long and love the managers, staff and hotels of the many I have vacationed at.
The hotel staff have always been so supportive, above excellent in every way. I am a great advocate, do extensive reviews and support my friends and family of Riu. I am treated like family and am a part of the Riu Emerald Bay family and I always, always highly recommend and send new guests to the hotel. It is a must hotel to visit. I have been to several others as well! Directly working with managers and staff over our stays as they are all wonderful Riu is very lucky to have such dedicated staff that have made the chain better and richer in so many ways.
A absolutely dedicated, loyal and trusted employee of many years, who transferred to from Spain back to her home country with Riu to Riu Hotel Plaza Berlin She just arrived in Germany with her 3 young children to start a new life and left her husband behind until he could leave his position in Majorca. They had a medical emergency with her youngest baby who has required extensive paediatric icu care and after baby going downhill he had to have crucial surgery. I have been trying to follow up on any developments. I do have compassion and understanding and can only imagine the anxiety. This family was not settled in any way, her husband could not arrive until April to to help settle and support, let alone deal with the critical situation of the medical emergency.
Can you imagine how distraught you would be and how your whole life is in turmoil? Well Riu cannot and they actually fired her from her job, as a result of not being able to be at work with her baby so so ill!!! I am so so appalled by that action!
Riu Big business is only about profit and not about compassion and understanding and providing an employee leave or whatever it would take to assist them when required to make easier on this mom and family, who would be or is torn between work and her baby.
Now, not only is the family going thru so much of the heart and pain and worry of a sick baby, moving to another country and not even together, but financially devastation will be now be added and certainly put so much undeserved pressures and losses on them.
Riu Hotel Plaza Berlin, I name you directly and you should be held accountable. I may not know all details and frankly, it would not matter for such deplorable behaviour. Riu Executive Management should intervene and not condone this action. I will not condone this type of outcome and need to let everyone know and with social media and so many people l know and they know, we all need to share. Support the dedication and loyalty your staff, not punish!!!!
It is only one family and maybe not something important to some, you should be as it shows the quality of the type of hotel it is.
This particular lady, was amazing in every way when we had an issue with the hotel we were at and she worked very hard at solutions and represented the Hotel chain with grace, composure, compassion and concern. I feel so so strongly of her approach and her resolution that l am now a gold member and almost to a platinum level. I review my favourite hotel Riu Emerald Bay and other Riu resorts to return my support and to let all know how l have loved this Chain above all the many l have tried. The staff and a few l will mention, are the reasons why our years of holidays with them have made me and so many I sent to return and return.
Put yourselves and your family even just a little bit into this moms and family position and think how you would be affected. Please share this for me so that just maybe it can alter the outcome for them or others. Make a difference!
Riu Hotel Plaza Berlin and Riu, I do not support this action or this type of outcome. You need to treat your all your staff with respect and understanding, be better and recognize the loyalty and dedication that they provide and who do and will make you better! I will be in touch and continue to present this situation. Power of the media is our advantage.
Riu Emerald Bay: Francesco Samara, Erika Rangel, Daniel, Alonso, so many more… I commend you on being exemplary! I cherish all of you for such wonderful experiences on our multitudes of vacations. We love this hotel because of all of you. Thank you!!!!!
Julia Jaschke, you made me believe and trust Riu again. You were excellent at all levels with resolutions and instrumental with my support of the Riu chain and years of exclusive Riu vacations. Riu does not know how dedicated you have been and how so very lucky they have had a employee who is so very special and loyal!.
Riu Exectutive offices..show some integrity, compassion and humility to rescind a decision that is so wrong! You want to have a great hotel chain, it starts with treating your staff well, not just the guests.
I will be in touch and as well follow up with all forms of social media etc.. anything l can do, to help a young family and the dedicated staff who gave all to you, whom you abandoned at a time of crisis.
Make a difference and correct a wrong! It is not just about big finance and gross revenue!
For now.. I have said enough. I expect to hear from you.
Margaret Laidlaw
Gold Member
Canada
My fiancé and I stayed at your hotel in September for a week. On the last day of our stay, we were robbed from our room. We went down for breakfast and got back to our room at about 10:30am. When we inserted the card to get into the room the card would not work. We went down to the lobby to speak to the front desk. They informed us that they would fix it. It took them about 30 minutes and I believe that during that time was when they stole my jewelry. I did not notice it missing until a few weeks later. The earings are fancy and I would only wear them on special occasions. The earrings and bracelet set were not only pricy but have a sentimental value because they were a gift. I have stayed at your hotels before and have referred many friends but after this experience I never want to go back. I have called the US office and no one has done anything. I am disappointed in your staff and how you’ve handled this situation. Apart from this, we had other issues with our stay. The front desk staff tried to offer us a better room for $20-50 total instead of per night if we kept it between us. So sketchy! I’m hoping RIU will contact me to make things better. My fiancé and I were even considering a RIU hotel to host our wedding. I want RIU to do something about my stolen jewelry. I have receipts with the price of the stolen earnings and bracelet and proof of pictures that I had them on the night before we were robbed from our room from your staff.