Hotel Riu Palace Macao

We are Riu Class members. We have stayed in many Riu Hotels. Our recent stay at Riu Palace Macao was a great disappointment in four areas. Firstly, avoid the fourth floor room assignment. Our fourth floor room was smallish with a tiny balcony. The balcony was infested with pigeons and their guano. The balcony is unusable, the birds coo constantly and they nest near the external air conditioning vent to the room. This is not sanitary in any way. On Day 2, wife got sick.. on Day 4, I too went down with traveller's diarrhea. So- you are confined to your room trying to rid yourself of pigeons. Next- the front desk. Resorts can have the greatest service staff but front desk staff are there for the hotel and not the visitor. You are fortunate if the Front Desk picks up their phone 1 in 8 times. So you have to go see them. I spoke to an Audii- a Front Desk Manager about a rate reduction and she reached into her pocket and whipped out a Riu complaints business card and told me to speak to Spain. I asked to speak to a hotel manager and she told me he was at lunch. I told her I would be in my room and when he returned, I asked that he call or better yet visit us in our room. I waited 1 hour and 45 minutes and returned to the desk to speak to another Front Desk Manager Desmond. He told me the sub-director was still at lunch but the would go to the buffet and look for him. Desmond returned and told me the Sub-Director was resting and would leave the hotel. When I returned to the room, the Head of Housekeeping was in the room and arranging to have the guano on the balcony removed. Lastly, my wife and I both needed azithromycin. Come to find out, Riu only allows one pharmacy to enter their resort area. The Riu sanctioned pharmacy charges 109 USD for 12 azithromycin capsules and two liters of Pedialyte. The local price is $18 USD. You can make your own conclusions about where the 600% mark-up for Riu sanctioned delivery goes. Taken together the events of our stay lead us to conclude neither the visitor not their health is a priority for Riu Palace Macao. Revenue is.

Management didn’t care of concerns. Roaches and spiders on and in the beds and room. It took them 8 to 12 hours to address the issue. And after the issue was addressed and they really came out we were told no rooms were available. My children both had asthma. If you know anything about asthma you know that you can’t be in this type of situation.