Very dated Hotel. STAY AWAY
Posted Oct 11, 2016
The hotel is advertising itself as 5 stars. The only thing that is 5 star is the rudeness of the Hotel General Manager, a guy called Santiago. I will get back to this below.
Upon our arrival we have been allocated a room with a horrible smell, muggy and with wet smelly carpets. I have refused to let my 2 year old daughter sleep there and requested another room.
The reservation through Expedia was entitled: "Junior Suite Superior Ocean View". The first room we were given was nowhere near an Ocean view room. You could only see the Ocean if you would stretch sideways in the balcony. The view otherwise was overlooking a horrible dated Hotel Kitchen roof..
Upon my complaint we were given another room still not a direct Ocean View room but we were happy with the fact that it was clean and did not smell as the previous one.
To my surprise, the Receptionist stated that the room we just moved into is a superior room to what we have paid for and we will have to bare an $800 surcharge. The story gets worse, frustrating and long. I will spare you the details summarising that the Hotel took in the end a charge of $800 which was NOT authorised by me, the Hotel GM appeared to have missed any kind of compulsory Customer Service Training and bluntly told me that he is running a business that needs to make money dismissing my complaint. Furthermore, he blamed it all on Expedia for advertising Ocean View Room when Riu Ocean View rooms are "Partial Sea View". Expedia kindly helped us in the end