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RIU Hotels & Resorts App Complaints & User Negative Comments 2024
RIU Hotels & Resorts app received 67 complaints, negative comments and reviews by users. Have you ever had a bad experience using RIU Hotels & Resorts? Can you share your negative thoughts about riu hotels & resorts?
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RIU Hotels & Resorts for Negative User Reviews
✓ LloydVery difficult to set up.Version: 4.61.1
✓ Not helpful at allI am unable to access anything with this app. I know my number but it is impossible to reset the password, I just go round in circles with error messages. I try to contact technical support but you need a booking reference which I don’t have so another blind alley. All very frustrating. Just a waste it time I conclude. A pity as the hotels are great..Version: 4.10.1
✓ Activities purge after the start time.The app is nice to see what activities are taking place at the specific resort. But after they start the activity goes away. So if you stroll into the event and want to see what it is you’re out of luck it doesn’t reflect..Version: 4.40.1
✓ Non intuitive so hard to useI work in technology and find this app incomprehensible. Just awful if you're trying to navigate your stay, which is the only reason I downloaded it. Completely focused on trying to get you to book other places. Like hey fine I'll think about that AFTER this holiday but show me you'll look after me here first. Which this app will not do. Good luck..Version: 4.40.1
✓ What happened to your old app that workedThis is a horrible new app. Can’t look up hotels to book still says check internet. I have uninstalled and reinstalled several times. I did use the app during our stay at the Riu Santa Fe the beginning of this month that part worked and must use at all restaurants for menu and to see what’s open and closed. Please fix app it really needs help.Version: 4.0.5
✓ Awful app!Very stupidly coded. Works better on Samsung phone.Version: 4.56.1
✓ Fire your app developerI can’t believe this app is even available. Completely useless. Can’t add existing bookings. Switches languages from English to Spanish constantly. A frustrating start to our vacation to one of their resorts. Why even bother releasing this garbage to the consumer. I would give it no stars if I could. Hope their resort isn’t as terrible and useless like this app. What a joke..Version: 4.25.2
✓ Dreadful appAll you get is an error message when trying to see a response to a query. I’m asking about prices for a particular time of year. The hotel got back with an email leading me to this app to check their response. I can’t access it. Therefore can’t book. RIU. This needs to get sorted or you’ll lose new customers..Version: 4.15.1
✓ HorribleThe app doesn’t work. I keep reinstalling but it keeps freezing when I try to find info on the resort I am at right now. RIU Jalisco.Version: 4.53.0
✓ WORLDS WORST APPHonestly this is absolute garbage. Non intuitive. So complicated. It doesn’t work. I can’t check in - my girlfriend does. This is so outrageously burdensome and complex it’s totally pointless. Fix this garbage app or don’t force people to use it..Version: 4.2.1
✓ Don’t Trust themWe are a group of 16 people here for my daughter’s destination wedding and this is how we have been treated even before stepping into the hotel. There was no airport pickup for the group and our group organizer Arturo lies through his teeth saying he was there at the airport but left due to a delay in going through security. The truth is that there was no one to pick us up and we had to pay USD100 to get to the hotel. This is how our trip has started and today is the first day of our vacation. It’s important I put this up right away so if the management really cares about it’s guests it will take action and reimburse us the amount, so that the trust which it claims is it’s value is fulfilled in it’s true essence and not fake lip service. Armin kermani.Version: 4.17.2
✓ Wrong information when I download appI downloaded the app and selected my hotel and it came up with a completely different person - in fact I had no idea who it was when I signed in. I logged out and put in correct Info and it would not accept. Can’t really see how this is complying with GDPR..Version: 4.23.0
✓ Restaurant issuesEvery night all guests are in long lines and waiting lists to go inside the few restaurants It’s not good arrangement for dinner.Version: 4.40.1
✓ BadIf you thought it was bad before the update it’s really bad now. Not intuitive, hard to find , you have to go through several steps (5) every time you close the app to get back to the hotel you’re staying. It’s confusing and not clear. I really don’t like having to use this app when I travel to RIUs. Not intuitive..Version: 4.43.1
✓ ,no tech app support from hotelFailed login for guest no support at the hotel Vallarta, tech support is only available for hoy as the receptionist at the hotel Riu Vallarta , difficulty in fixing and getting support for failed login.Version: 4.56.1
✓ HorribleThis app is terrible. Heaven forbid you click on a menu there’s no way to return to the previous page. I have had to restart MY PHONE to basically start over EVERY. TIME. The only thing worse than the app is the actual hotel. I would stay on the side of the road before I would return to RIU Paradise Island Nassau..Version: 4.23.0
✓ App not workingI have an iPhone 7 and it’s not working, I click app support and it just brings me to the site, the app was so good when it worked as it linked my account and used Canadian dollars.Version: 2.9.5
✓ RIUThe hotels are phenomenal. Always had amazing service, great food and drink variety and the staff couldn’t be better always friendly no matter which hotel you stay in. Only downside I have is the the communication within the app. It gives you the option instead of having to walk all the way to reception to contact a member of staff via the app for various reasons whether that being wake up call, room upgrades and so on. But since being a member of this app I have never had any luck with having a response what so ever. I mean it’s not a huge issue having to walk down to reception to sort anything out but I don’t understand why there is a service offered that isn’t being used on the RIU side and it’s as if you are literally messaging no one. That is the only reason I have given 3/5 stars as it truly does let it down apart from that I cannot complain at all! It doesn’t take away from the fact that no matter which hotel you stay in within the RIU chain they are all fab and you are guaranteed a fantastic holiday and you are well looked after..Version: 4.56.1
✓ Not greatThe app won't even open now even after the update. It wouldn't allow me to look at my reservation without an error message. Keep working on it..Version: 2.7.3
✓ Nice for on resort useWorks well while on the resort, but the only big downfall is that the activities tab jumps to the upcoming hour and it won’t let you see what already happened. I was looking up 11am activities at 1058…but once 1100 hit they were all gone and only the 1200 and onward was showing. Useless in that sense. If its 1105 you can’t join or watch anymore of the 1100 activities??.Version: 4.40.2
✓ FreezingDay 5 at the resort and probably reinstalled the app 10-15x’s because it keeps freezing..Version: 4.62.1
✓ Worst company ever!!I booked a last minute vacation to Riviera Maya 2 days before there was a mass shooting at my daughters University—Michigan State University on February 13th. My daughter was in the building that the shooter was in. She had to shelter in place for 4.5 hours. We were supposed to go to RIU palace and I tried to move dates, get a credit, anything but RIU was unwilling to help at all. It took hours to speak to someone who spoke even marginally spoke English and told me I had no options at all and I was out 5,000 dollars. No compassion at all for the PTSD my daughter was suffering from. I have just started my campaign against this company. After this there will be no business coming from MSU. The story is all over both the parent and student support pages. All I can say is buyer beware this company is ruthless!.Version: 4.34.4
✓ Front desk is not pleasant to work withWe stayed at Riu Jalisco in Puerto Vallarta, Mexico and there were several issues throughout our stay one being they would not allow a late checkout when our flight takes off at 8:20pm unless we pay for late checkout. Why sell us us a vacation package till 8pm but we have to checkout by noon. We talked to the Sunwing staff that you talk to about the flight the day we arrived and they told us that sunwing has a special checkout at 12pm where the original is 11pm. We had lost/forgot our key card to get into our room a few times because they look almost identical to the towel cards so after a few times of losing/forgeting it a worker told us they won’t be giving us any more keys and the next time we lose our key they can’t replace it and that they would have to get somebody to open it for emergency. Overall the hotel was nice and food was like a average resort but the staff we won’t forget how unhelpful and unfriendly they were..Version: 4.62.1
✓ Terrible App - That illegally charged for roomTried 6 times to use app to book and each time after putting in the card payment details received a message 'Error has occurred Please Try Again' - discovered 3 days later the booking WAS made regardless and then even though I booked via Expedia my card was charged SIX times as a 'now show' ...absolutely USELESS!.Version: 4.34.3
✓ Glitches4 Riu stays in 14 months. App has only fully worked at one hotel. Constant error messages, bookings in the app aren’t there the next day, always having to request to restore, inaccurate (eg at the hotel but claiming not yet checked in), unable to access hotel restaurant bookings, not good..Version: 4.43.1
✓ Restaurant in ArubaTried to eat at the steak house restaurant in Aruba last night. The book in the room states it opens at 6:30 until 8:00. We went down at 6:20. The attendant said they were sold out. The restaurant opens at 6:00 and they let the amount of people in that fit. Then they take reverse rations for the next sitting and shut down. She said this is how she runs her restaurant. I stated I would never come to her resort again and then she stated her managers run it this way. From speaking to others the same people eat at the restaurant all week….seems a little unfair to you patrons. 👎🏻.Version: 4.53.0
✓ TroublesSome easy things. I am having trouble che king in and selecting a room at my reservation at Hotel Riu Yucatan..Version: 4.62.1
✓ RIU app doesn’t work!This app has never worked properly! It doesn’t depict the numbers of nights stayed or the correct RIU Class level. They are aware of the issue and have been since the new app was launched but clearly are incapable of getting it put right quickly. Sadly that can also be said about the standards in their hotels, especially when it comes to the food offering which has really deteriorated over the years!.Version: 4.56.1
✓ Add booking to accountTried adding my booking to account and not able to select date field, also pages don’t load and then you have to close app then restart. Not really any good.Version: 4.25.1
✓ Garbage appTrying to sign in and the app thinks we are someone else and won’t let us function in The app at all. My wife and I both try on different devices and it thinks we are the same other person. Stop your budget cuts and spend some money on upgrades for your clients to have easy and efficient communication. We spent a ton on this vacation and your customer service has me thinking I’ll never be here again..Version: 4.25.2
✓ AirlineAirline is it still Sunwing no mention of what airline it is in ads.Version: 4.43.1
✓ Terrible Antiquated AppIt’s dated, barely functions and still draws you to webpages. Avoid the app as well as staying at a Riu..Version: 4.25.1
✓ Bad appIt doesn’t give any info on what things are happening around the hotel, it doesn’t show where the bathrooms are, don’t recommend this app.Version: 4.25.1
✓ Frustrating appJanuary 2023 and it seems problems previously reported have not been rectified. The app works ok when first installed but one day later just gives an error notice with please try later. The only way it works again is deleting the app and reinstalling time and time again..Version: 4.32.1
✓ Seems to crash constantlyI’ve had to reinstall the app to get it working. Shame really because it is a nicely developed app..Version: 4.61.1
✓ Very Basic without informationThis app needs more pictures of the room when it changing shows the same pics and not.Version: 4.20.3
✓ AwfulThis app is flat out awful. Just like their website. I made a reservation in Cancún. I cannot view my reservation on the app or the company site. Nothing works AT ALL. All I get is spinning icons or “an error has occurred”. There’s no way to contact anyone on the app or the company site about lack of functionality, only reservations. The good news is I know I have the reservation, it’s just highly annoying that in 2024, a resort company doesn’t have functional websites or apps..Version: 4.61.1
✓ Unable to go backThe app is good except when you click on an activity to get more details, you can’t get back to the previous screen. You have to close the app and start again every time..Version: 4.56.1
✓ Rooms with a poolNot worth booking, if you want to spend the day in your room, make sure you buy drink from a shop as they only put beer in fridge every two days, and it’s 1 can a day, stay round main pool save £800 a week and all the drink you want from the bar is free.Version: 4.43.1
✓ Fails to open after 1 dayI am at Riu Palace Punta Cana and the app keeps failing after 1 day, I have now deleted and reinstalled 10 times over my holiday to keep it working. Contacted app support who advised using latest version which I already had they then went quiet. Riu need to sort this out as app is now essential on holiday..Version: 4.17.4
✓ HorribleNever updates the events page. I have to keep deleting and reinstalling the app to “try” and see events and every single time I am on it wants me to do a survey. Horrible horrible horrible.Version: 4.17.3
✓ Can’t book for group of 6We have 3 rooms so for dinner need to book a table for 6. Given how competitive it is to book almost impossible to coordinate all 3 rooms booking same restaurant and time. No reason app shouldn’t let you book for 6 as no one books more seats than they need. Really creating stress on our holiday..Version: 4.2.1
✓ WorstTerrible app. Can’t even look up my booking to allocate it to my account that is not populating on its own because the date field does nothing when you click inside it and it won’t let you manually type a date. Completely frustrating and worthless app..Version: 4.25.1
✓ App not workingI’m having trouble too. The app seems fine when first installed but then completely stops working and is a blank page. I’ve downloaded it twice in 24 hours and looks like I’ll have to do it again. There isn’t another choice as you can only make restaurant reservations using the app. And another problem is that when I have downloaded the app again that it has randomly picked up the profile of another guest at the hotel instead asking me to insert my details..Version: 4.17.4
✓ No functionalityNo functionality. Cannot look up my trip that is booked for August. Keep saying there is an error. Cannot get through to someone on phone either. Had a special request to suggest and it would be nice to be able to access some of the options the app is said to have.👎🏻.Version: 4.0.8
✓ DifficultWould not email me my Riu number. Had to create a fictitious name to get one. Painful..Version: 4.58.7
✓ Frustrating!!!Downloaded the app and all working on. Leave it a few hours and try to go back into it and you just can’t go back in. End up having to delete the app and downloading it again and going through the login etc. very frustrating!!!!!!!!!!.Version: 4.15.1
✓ App glitches/crashesMost of the time, booking details doesn’t work. So you can’t see, change, or cancel through the app. The booking through a beneficiary doesn’t ever work. Always finds some error. App freezes when going to login page constantly. Needs alot of improvement, almost frustrating enough to just book through a different company..Version: 4.56.1
✓ Doesn’t actually workLike others who have reviewed here, the app refuses to log me in and is basically useless. The staff in the hotel were unable to sort it out, other guests in the hotel were complaining of the same thing. Deleting and redownloading the app had no effect. The app developer replied saying there was a new version of the app. This is no better..Version: 4.15.1
✓ Navigation…Navigating this app is terrible. You select your preferred language and on the very next screen it goes back to Spanish. Send a querie thru the app asking a question. Supply the Riu confirmation# and the response is to send name of resort…my name…dates of stay. Shouldn’t that Riu confirmation# have all that info..???.Version: 4.25.1
✓ Horrible AppThis app does not work. I continuously get an error message “An error has occurred in your request. Please try again later.”.Version: 4.58.7
✓ AppI love the app, The app before going on holiday sends a message saying “ you can book in at your hotel”. However it will not let you book in at the hotel or book any restaurants etc. every time I have to wait till I get to the hotel, given room key and information before you can use the app. I am a Riu class member..Version: 4.43.1
✓ Riu BambuI believe the hotel is understaffed , nobody seemed to be able to clear tables at Breakfast in a timely manner and all the birds were eating off tables Some mornings we couldnt get cups or cutlery The pool area never had any staff scooping out hair or floating stuff , or were seen picking up cups or discarded garbage , if something fell most often i saw myself or other customer picking it up. Some days there were no towels to be gotten We had no hot water and once our phone in room was fixed we were able to call desk about other issues, Alarms going off in the middle of the night ? May just be power issue but not much rest to be got there ..Version: 4.62.1
✓ App doesn’t workWill not let me login to check in, so cannot do anything or book anything, tripled checked I have the correct Ref Number, told the App is discontinued and only used during Covid and I have to wait until I arrive before can check in and book anything.Version: 4.61.1
✓ GDPR PROBLEMAs soon as I downloaded the app I got logged in under a account called gloria. This is a massive problem as now I feel unsafe about my own personal data and information when using the app. I will not be continuing to use the app until I get confirmation that my data is safe!.Version: 4.23.0
✓ Great hotel let down by the servicesBeen home a few days so time to write a review. The hotel is great we had a brilliant room ground floor on the beach. Plenty of space round the pools. No need to reserve a space. What was not so good. No minibar in the rooms. No pool service had to go to the bar. Hotel ran out of black tea for the second week. Water coffee and toilet paper not regularly replaced in our room we had to always ring customer service. Hotel is advertised as five star until they manage to address the above points just three stars..Version: 4.34.4
✓ Terrible AppIt’s 2022, there’s no excuse to have an app this bad especially when you own tons of hotels around the world. Setting your all language to English results in a ton of fields still being in random Spanish. When you go to add a booking to your account, the date of stay field won’t activate so you can’t even do that. What a piece of junk..Version: 4.25.1
✓ Great hotels, terrible appThe hotels we have used have been great and the operational function of the app whilst check in to a property are brilliant. The Riu Class element of the app is awful, not user friendly and sometimes barely functional. For instance, as of today I can enter the email and DOB for a beneficiary but not their name…. USELESS.Version: 4.40.2
✓ I can never see any availability or bookI have never been able to find availability or book via the app l always get told to call for assistance. Very off putting to the point l will just book a room elsewhere l do not want to spend 20-30 minutes on a call from the UK at my expense spending most of that time waiting for the call to be answered and being on hold..Version: 4.58.7
✓ Pretty pointlessI made a booking directly with Riu. I was encouraged to download the app and obtain more details about my stay. I have tried on multiple days and I can’t even access my booking. Without that, I can’t obtain information or make reservations. Unfortunately the person who completed my booking did not have answers to many of the questions I asked and while he put me on hold for extended periods of time, he was not able to get somebody to answer the phone at the resort. I leave in a few days and still have no answers. This is incredibly disappointing and I hope it is not indicative of the vacation that I am going to have. I wish there were a way to give it zero stars..Version: 4.0.6
✓ Leads to Red screen. No changes or saves. ErrorI try to add a reservation but it just goes to red riu screen..Version: 4.43.1
✓ Worked onceI put my information in, it wouldn’t pick me up due to my mom being the name on the booking. After adding her as a second person, it showed me the confirmation one time. I forgot to screenshot it to show her due to the RIU website not pulling up our confirmation even though we received multiple confirmation emails, but not the one containing info for check in that’s supposed to be sent 2 weeks in advance. I tried entering in the information multiple ways, but only get an error now, unless I plug in wrong info. It then tells me there’s no booking… at least it worked one time I guess.. would love to be able to access it again. But stupidly deleted the account thinking I could create one with her as the primary. Now it won’t because she’s listed on mine. I have no idea how long it will be until I receive a confirmation for the cancellation, and attempt to create one for her.. it just said “well send you cancellation soon”….Version: 4.56.1
✓ Good but needs a few thingsOver all it’s great. Just need to be able to adjust current reservations without having to cancel and make changes that way. This is now the 2 or 3rd time I’ve had to do this. Partially my fault but it would be nice to be able to modify current reservations..Version: 4.62.1
✓ App stops working very, very frustrating.App works initially on downloading for first time, then each time you go into the app to try to book for the restaurants, you just have a white blank screen. I have had to delete the app and re-download it each time I want to book. It’s very frustrating and it appears having read other reviews that there seems to be a big problem that has not been rectified, bearing in mind that there are so many hotels around the world and this is the only way you can book anything, it has to be through the app. Someone, needs to take notice soon and sort the problem out, PLEASE..Version: 4.34.4
✓ App programGood app if it didn’t crash all the time. Also if you could do your Resturant reservations up to a week ahead..Version: 4.56.1
✓ What’s the point of this appNothing works properly in the App. Entertainment is empty , can’t log into my class account , it glitches when looking through the map and crashes. The me he’s for restaurants aren’t in the app. The perks you’re supposed to receive aren’t included in the app. For a good hotel I’m surprised the app is so bad..Version: 4.0.6
✓ Improvements neededRiu is a fantastic brand which in my opinion brands a lot of value for the price paid. However, the app does not represent the Riu brand property. This has come a long way from previous versions but is has still missed the mark on what Riu can offer.Version: 4.43.1
🙂 RIU Hotels & Resorts Positive Reviews
RIU Hotels & Resorts works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact RIU Hotels & Resorts.
⛔ RIU Hotels & Resorts Problems
