The buffet had good variety but mediocre quality. Restaurant food was much better quality.
Most towels and bedsheets were stained—even replacements brought after complaints were still stained. The bed mattresses are extremely soft to the point that you sink right in. Housekeeping places pillows on guest luggage during sheet changes. Wi-Fi is extremely slow and unreliable. The RIU app doesn't work, so you must call or visit the front desk for everything.
Fleas in sunbeds and rooms—bitten on day one, bites became infectious. Bring bug spray, antihistamines, and hydrocortisone cream. Hotel provides no first aid outside lifeguard hours, just a few poor-quality bandaids.
Reception staff were dismissive and unhelpful.
RIU Class falsely advertises free airport transfers—we were denied because we booked through Expedia. Stranded at the airport, approached by pushy vendors with high cab fares, and the on-site manager didn’t care when we called. Eventually, an airport staff helped us. Customer service staff are not trained to help — they argue with guests, brush off concerns by saying "we'll contact you later," and never follow up. At every point of contact, the lack of basic hospitality was shocking.
Overall, the experience was very poor. The unbelievably poor customer service, hygiene, and dishonesty around advertised benefits completely ruined our vacation. I cancelled my Riu Class membership and would not choose Riu again, and I strongly advise others to not select this resort.
