CB Hotels and Accommodations RIU Hotels & Resorts staff discipline

RIU Hotels & Resorts review: staff discipline

Shanidhi Dias of US

Aug 20, 2019 6:15 am EDT

We went there on 10th & 11th August, 2019 for a corporate package (as it was our annual office trip). From the moment we stepped into the place we were highly dissapointed about your staff.
We went there after a long travel and all of us were tired. Since there were no room to get seated, few of our kids have just leant over one of the small tables at the lobby. The foreign lady who is your staff member has rudely asked their parents to keep their kids away from those table as they might get damaged. Isn't there any other way to communicate this in a polite manner?

Second incident was that we didn't have our rooms on time. Check in time was 3pm. But 2 of our staff members were asked to wait for another 20 minutes. They were told that their check out time could be delayed accordingly. When we complained on the matter, after some time they gave us 2 rooms from upstairs (we were separated from others). Is that a solution? We have made the bookings 2-3 months before. Still you haven't made any plans to hand over the rooms on time?

Third was that we had a mother alone with her 3 year old kid. Yes we admit that he's hard to handle. However the child suddenly had pushed down the glass on the table and run away. A mother has to get caught of the kid first before looking to the damage (hope you understand the scenario). So she has run after the kid. That foreign lady also was after her. Once she stopped with the kid this foreign lady has started shouting at her very rudely asking the mother to keep her child away from the breakable items. She actually was trying to teach her how to manage her child. In front of the whole lobby she has made the child's mother so embarrassed. We could have paid you the damage if we were asked to. Is this the way you treat your guests? We have had entered into your hotel after settling the total bill. Is that the reason for us to get harassed by your staff?

Fourth incident was one had asked for a finger ball after dining. That was also rudely refused by your staff saying that it is a 5 star hotel and not providing any finger bowls. It is a fact that we are Sri Lankans and we don't use cutlery to eat sri lankan food. And providing a finger bowl would do no harm to you or your hotel's image.

I assure that we will never ever recommend this hotel to anyone.

Please advise your staff to be friendly and disciplined. Try to maintain a customer and child friendly environment.

We went there on 10th & 11th August, 2019 for a corporate package (as it was our annual office trip). From the moment we stepped into the place we were highly dissapointed about your staff.
We went there after a long travel and all of us were tired. Since there were no room to get seated, few of our kids have just leant over one of the small tables at the lobby. The foreign lady who is your staff member has rudely asked their parents to keep their kids away from those table as they might get damaged. Isn’t there any other way to communicate this in a polite manner?

Second incident was that we didn’t have our rooms on time. Check in time was 3pm. But 2 of our staff members were asked to wait for another 20 minutes. They were told that their check out time could be delayed accordingly. When we complained on the matter, after some time they gave us 2 rooms from upstairs (we were separated from others). Is that a solution? We have made the bookings 2-3 months before. Still you haven’t made any plans to hand over the rooms on time?

Third was that we had a mother alone with her 3 year old kid. Yes we admit that he’s hard to handle. However the child suddenly had pushed down the glass on the table and run away. A mother has to get caught of the kid first before looking to the damage (hope you understand the scenario). So she has run after the kid. That foreign lady also was after her. Once she stopped with the kid this foreign lady has started shouting at her very rudely asking the mother to keep her child away from the breakable items. She actually was trying to teach her how to manage her child. In front of the whole lobby she has made the child’s mother so embarrassed. We could have paid you the damage if we were asked to. Is this the way you treat your guests? We have had entered into your hotel after settling the total bill. Is that the reason for us to get harassed by your staff?

Fourth incident was one had asked for a finger ball after dining. That was also rudely refused by your staff saying that it is a 5 star hotel and not providing any finger bowls. It is a fact that we are Sri Lankans and we don’t use cutlery to eat sri lankan food. And providing a finger bowl would do no harm to you or your hotel’s image.

I assure that we will never ever recommend this hotel to anyone.

Please advise your staff to be friendly and disciplined. Try to maintain a customer and child friendly environment.

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United States

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RIU Hotels & Resorts emails

complaints@riu.com

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Support

ilacosta@riu.com

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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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