Hotel Riu Palace Macao

Due to the logistics of the resort , it appears this place is we’re American tourist’s come to party for a long weekend. The American tourist Benidorm, loud and louder. Not against a good time, but some behaviour shocking. So avoid if this is not what you want. Hotel Had to move rooms, as general failures with first room, which included mold, damp and lack of working appliance’s. Most people had moved rooms at least once during their stay we found out through general guest communication. Service, depended on you tipping after every drink and would often run out of branded drinks and try to pass them off.You have to go to another bar yourself to get it. Understaffed pool bar service for amount of guests staying at the hotel. Entertainment. Not bad throughout, and they worked hard. Pool cleaning not existence until complaint’s made.Pool bar especially dirty, but what do they expect, when people are eating and drinking in the middle of the pool.Hygiene, Health Safety compliance not good. All pools, not just the pool bar. We started going to the beach, because of the above.Not the prettiest beach, but better than the pool. Be up early if you want a decent sun-bed, and do not be surprised, if you find someone moving your things when at lunch as I did.Challenged the arrogant tourist , who advised they were cleaning it for me. Not the fault of the hotel, but the manners of certain tourists. Food Buffet repetitive , could find something if you had too. Had a few theme night but Italian night, no lasagne, meatballs or linguini ? Food across the entire hotel not five star standard and would say only three. Got food poisoning on the last night, still on medication. Well not sure if a drugs cartel was on holiday at the same time as we holidayed here, it was everywhere.Smoked around all pools and you could smell it when on your balcony.I though it was legal until I googled it. Several guests raised this with management, but little done to stop it. Will not return and would not recommend. Not had a holiday as bad as this for a good twenty years. Would also not book with Tui again.

I’m posting this because I feel other holidaymakers should be aware of my experience at RIU Palace Macao, particularly anyone travelling with a food allergy. Unfortunately, there were a number of serious issues during our holiday which significantly affected our overall experience. The most concerning issue for me was my nut allergy and the lack of reliable allergen information at the hotel. Throughout the holiday, staff were repeatedly unable to tell me which foods contained nuts or which options were safe for me to eat. This severely restricted my food choices and caused considerable anxiety whenever I ate. On one occasion, I specifically asked whether a cheesecake contained nuts and was told that it did not. When the cheesecake arrived, there were nuts surrounding it. For someone with a nut allergy, I found this extremely serious and potentially dangerous. This was not simply a matter of food not being to my taste. I could not rely on the information I was being given about allergens, meaning I was unable to confidently choose from a normal range of food during my holiday. There were also numerous other issues: • A maintenance man entered the bathroom while I was in the shower. This was an unacceptable invasion of my privacy and one of the most concerning incidents during our stay. • Approximately two-hour waits at both airports, with our luggage being among the last cases to come off the carousel despite travelling Premium. This was extremely disappointing given the additional cost of Premium travel. • Being given an aircraft snack containing traces of nuts despite my allergy. • Being told there was no lemonade available because of a shortage in England, which I found a very strange explanation. This was on our return flight and I have since found there to be no shortage. • The aircraft being dirty walls seats and curtain spained • A member of cabin crew referring to me as a “dwarf”, when I explained my feet were on my blanket as they didn't touch the floor I which I found completely inappropriate and upsetting. • A damp hotel room with wallpaper coming away from the walls. • A broken hairdryer which was not fixed for approximately 10 days. • A strong smell of cannabis around the resort, with people approaching us and offering cannabis for sale on the hotel beach on a daily basis. As I also suffer from asthma, I found the persistent smell particularly concerning and uncomfortable. • The swimming pool was dirty, with mould around the edges and cracked/missing tiles. On one occasion, I also witnessed a maintenance man cleaning the pool with chemicals and a brush while people were still swimming in it. I found this extremely concerning and not what I would expect from a five-star hotel. • Having to repeatedly ask for clean towels and for the fridge to be replenished. • Housekeeping standards that remained disappointing despite leaving generous tips. This was a £6,000 holiday, so our expectations were understandably high, particularly for a five-star hotel. Unfortunately, the overall standard and the number of issues we experienced fell well below what we expected for the price we paid. I also raised my concerns with TUI while on holiday ( which were not logged or acted on ) and following the holiday. Despite explaining the seriousness and number of issues we experienced, TUI offered me a £100 holiday voucher as a gesture of goodwill. I declined this offer because I did not feel it reflected the seriousness, number or impact of the problems we experienced during our holiday. And they closed my case and thanked me for my feedback. I found this very disappointing after the number of holidays I have booked with them. Overall, this was a very disappointing experience, particularly given the standard of accommodation and service we expected from a five-star hotel and the holiday we had booked. My biggest concern remains the lack of confidence I had in the information being provided about food allergens. Anyone with a serious food allergy knows how important it is to be able to trust the information given by hotel staff. I would strongly encourage anyone with a food allergy to think carefully about this experience and, if considering this hotel, to make sure they are completely satisfied with the hotel’s ability to provide accurate and reliable allergen information before booking.