{"id":21417,"date":"2021-04-12T12:29:51","date_gmt":"2021-04-12T10:29:51","guid":{"rendered":"https:\/\/www.riu.com\/blog\/?p=21417"},"modified":"2026-09-22T17:37:52","modified_gmt":"2026-09-22T15:37:52","slug":"exclusive-riu-customer-service","status":"publish","type":"post","link":"https:\/\/www.riu.com\/blog\/en\/exclusive-riu-customer-service\/","title":{"rendered":"How RIU Hotels & Resorts Has Shaped Its Customer Service Since 1953"},"content":{"rendered":"\n

Since the opening of Hotel Riu San Francisco<\/a> in Majorca in 1953, RIU Hotels & Resorts has built its customer service around three sources of information: satisfaction surveys, direct feedback to hotel staff, and observation of guest behavior. These three channels feed concrete decisions on rooms, restaurants, entertainment and technology across the chain.<\/p>\n\n\n\n

The origin of the Customer Satisfaction Index (ISC)<\/h2>\n\n\n\n

RIU Hotels & Resorts measures guest satisfaction through its Customer Satisfaction Index (known internally as the ISC), a survey run by an external company that provides comparable data across hotels. The results reach the company’s board of directors, which reviews the issues raised and proposes improvements.<\/p>\n\n\n\n

The system was launched by Don Luis Riu Bertr\u00e1n, father of Luis Riu G\u00fcell<\/a>, RIU Hotels & Resorts’ current CEO, and of Carmen Riu G\u00fcell, who now chairs the group’s board of directors. In its early years, results were processed manually; the survey’s format \u2014 short and direct, designed to secure the highest possible response rate \u2014 has remained largely unchanged ever since.<\/p>\n\n\n\n

Guest feedback to hotel directors and staff<\/h2>\n\n\n\n

The staff and directors at each Hotel RIU maintain the most direct contact with guests during their stay. The comments and concerns they receive travel in a chain: first to the hotel, then to the relevant departments within the company. This channel relies on the day-to-day knowledge of hotel staff, who experience each stay firsthand.<\/p>\n\n\n\n

\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

Direct observation: small details that become changes<\/h2>\n\n\n\n

Beyond surveys and comments, RIU Hotels & Resorts tracks guest behavior inside its hotels: where they choose to eat, which areas they prefer, or how they move through pool areas. These observations \u2014 such as where sauces are placed in restaurants or where the towel cart sits by the pool \u2014 are documented on an ongoing basis and end up shaping the design of hotel spaces.<\/p>\n\n\n\n

Dining schedules and menus also vary depending on the predominant nationality of guests at each hotel: dinner times and menus are adapted to the habits of each source market.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Renovations: how guest suggestions reach the technical department<\/h2>\n\n\n\n

Renovations across RIU’s hotel portfolio serve two purposes: bringing hotels up to current standards, and incorporating changes suggested by guests, which are then applied to new builds as well. Feedback gathered ahead of each renovation reaches the GAT, RIU Hotels & Resorts’ in-house technical department responsible for space design.<\/p>\n\n\n\n

Changes to RIU hotel rooms<\/h2>\n\n\n\n

In guest rooms, improvements have focused on rest: wider beds, higher mattresses, and bathtubs progressively replaced by showers in several hotels across the chain. Televisions have also been upgraded, with larger screens and more channel options.<\/p>\n\n\n\n

Evolution of restaurants and bars<\/h2>\n\n\n\n

Dining rooms and bars at RIU Hotels & Resorts expanded their outdoor spaces and enlarged terraces, with updated furniture and more natural light. The food offering diversified with themed restaurants and healthy dining options, and menus were adapted to suit different nationalities.<\/p>\n\n\n\n

\n
\"Mesas<\/figure>\n\n\n\n
\"El<\/figure>\n<\/figure>\n\n\n\n

Demand for outdoor dining near the pool led to the creation of Pepe’s Food, a bar now available at several hotels across the chain.<\/p>\n\n\n\n

Entertainment and RIUFit: activities shaped by guests<\/h2>\n\n\n\n

RIU Hotels & Resorts reviews and updates its entertainment program every year, adding new shows based on guest suggestions. Sports and wellness activities such as yoga and aquagym are now part of RIUFit, the chain’s wellness program organized into Body & Mind, Body Workout, Dance Fit and Water Fit sessions.<\/p>\n\n\n\n

During the COVID-19 pandemic, RIU Hotels & Resorts also introduced technology-based activities, such as mobile games, as part of its entertainment programming.<\/p>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\"\"<\/figure>\n\n\n\n
\"Riu<\/figure>\n<\/figure>\n\n\n\n

Technology: reservations, check-in and the RIU App<\/h2>\n\n\n\n

Digitalization also reached the stay itself: through the RIU App, guests can book restaurant tables, request towels and complete check-in from a single platform. In 2025, the app was fully redesigned with a more intuitive interface.<\/p>\n\n\n\n

If you’d like to see how these changes come together in practice, you can explore RIU Hotels & Resorts’ properties and services on the official website.<\/a><\/p>\n\n\n\n

Frequently Asked Questions (FAQ)<\/h2>\n\n\n\n
Since when has RIU Hotels & Resorts had a customer service system?<\/strong>

The current system traces back to the chain’s first hotel, Hotel Riu San Francisco, acquired in Majorca in 1953, and has developed continuously ever since.<\/p> <\/div>

What is RIU’s Customer Satisfaction Index (ISC)?<\/strong><\/strong>

It’s a survey run by an external company that measures guest satisfaction at RIU hotels. The results reach the company’s board of directors, who use them to propose improvements.<\/p> <\/div>

What is the GAT at RIU Hotels & Resorts?<\/strong><\/strong>

It’s the company’s in-house technical department responsible for space design during hotel renovations and construction, incorporating guest feedback gathered beforehand.<\/p> <\/div>

What activities does RIUFit include?<\/strong><\/strong>

RIUFit organizes its activities into four session types: Body & Mind (yoga, meditation), Body Workout (TRX, aerobics), Dance Fit (dance classes) and Water Fit (aquagym, aquafit).<\/p> <\/div>

What can guests do through the RIU App?<\/strong><\/strong>

Through the RIU App, guests can book restaurant tables, request towels and complete check-in. The app was fully redesigned in 2025.<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"Since the opening of Hotel Riu San Francisco in Majorca in 1953, RIU Hotels & Resorts has built its customer service around three sources of information: satisfaction surveys, direct feedback to hotel staff, and observation of guest behavior. These three channels feed concrete decisions on rooms, restaurants, entertainment and technology across the chain. 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