CB Hotels and Accommodations RIU Hotels & Resorts paid initially for reservation and was charged again the day of arrival

RIU Hotels & Resorts review: paid initially for reservation and was charged again the day of arrival 1

Vive Williams of US

Aug 22, 2024 10:20 pm EDT

Verified customer

Review updated: Aug 26, 2024

Featured review

On May 25, 2024 I placed a call to book through Priceline for hotel and flight reservations (bundle package) for a trip to Montego Bay, Jamaica for July 1 thru July 5th. All the information was given for the guests which was my son and his companion, costing $1356.12 However, there was an issue with the DATEs ONLY that they keyed in, which was July 2 thru July 5th. Once I saw the error I called and shared the mistake and told them to make the necessary changes with the reservation…. the names, the flight and the resort where to stay the same. So in the process I had to cancel, rebook with payment, and days later received my refund. However, that’s not what happened, they keyed in only his first and middle name. My son was traveling internationally with a passport and vacationing at the Riu Adults, Montego Bay, Jamaica. Only Resort for his stay. Upon arrival he was not able to check in because Priceline did not put his last name on the itinerary. From that moment on the resort would n... f $1356.12 is what I’m requesting as a charge back, because all parties were paid initially. Priceline and Riu are partners and the issue is on their end, I could not change or key in the information all by myself, neither of them would make an exception when flight details showed a full name. It never occurred to me that Priceline altered the names when they did the rebook was for DATES only. When one travels out of the country everything has to match, but upon arrival at a resort to put a customer through all that aggravation is traumatizing. The businesses had us pay twice is fraudulent especially when there were no other options given. I have reached out on prior occasions and have been ignored. Attached is documentation to show all that was done. Although this is being submitted now, I was unsure what to do after I was given the runaround from both parties. Thank you for looking into this matter for me as I await your decision with the utmost thoroughness and fairness.

Claimed loss: $1356.12

Desired outcome: Please refund the above amount and apologize for the inconvenience you caused.

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A. Murphy

1 complaint

2 comments

A. Murphy

Aug 26, 2024 4:30 am EDT

Verified customer

RIU Hotels & Resorts sure knows how to complicate a vacation. You did everything right, yet somehow, your son’s last name vanished into thin air. Instead of soaking up the sun, he got stuck in a paperwork nightmare, thanks to their mess-up. Paying twice for their mistake? That’s just adding insult to injury. Sounds like you’re ready to fight this one all the way.

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United States

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RIU Hotels & Resorts emails

complaints@riu.com

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Support

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palace.pacifico@riu.com

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RIU Hotels & Resorts address

C/ Llaud s/n (RIU Centre), Balearic Islands, Palma de Mallorca, 07610, Spain

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