Hotel Riu Plaza The Gresham Dublin

Brilliant service especially at the bar on several occasions Mohammad H went above and beyond . Retrieved lost phone ,kitchen was closed ,made sure we had a really good ceaser salad 🥗. Reserved tables on request . Great service, great hotel ,great city ,we will definitely be back 5 star 🌟 treatment 😀

The room was fine, but had multiple issues starting from the TV not working and the bedside phone was not connected meaning we could not contact the staff about our TV. A manager finally came to our room and completely disregarded our issue after 40 minutes of being in the room. It was clear that our issue was persistent as the additional staff member was present and confirmed to the manager in front of us that it was not working. We had no way to contact reception, we had to walk down there (considering we were on the 6th floor) to speak to them due to no connection on the phone. We made a formal complaint which was ignored. We were issued a refund link (this is where our problem proceeds). After 7 days and multiple complaints of communication, we were offered this refund, the refund that was offered was only redeemable by Swiss bank (we’re from the UK). We have spent almost a month being sent between Booking.com and customer service via Riu and the hotel reception, but we’ve been sent from pillar to post. Customer service sends us to Riu and vice versa and now to Booking.com. It was not Booking.com that issued us the refund. Customer service and Riu have consistently ignored the emails and passed them onto each other. This evidence has been passed to Booking.com and we feel like the problem has gone to a third party that cannot be dealt with. This problem is still unresolved. I do not feel confident that this will be resolved due Riu’s customer service. We did not have the best experience, nor have we had any good customer service. Hotel - fine Customer service - not to standard