Hotel Riu Palace Las Americas

⭐ 1/5 — An experience that ended up being horrible. Our arrival at the hotel started very well. The initial service at the front desk was friendly and made a good impression on us. Unfortunately, that impression changed completely during the stay. The service in the restaurants, especially at the buffet, was terrible. We encountered rude staff, bad responses, and an attitude that does not correspond at all to the service expected from a hotel of this level. The most serious thing happened after dining at one of the hotel's restaurants. I ate fish and subsequently suffered a very severe gastrointestinal episode, with vomiting and fever. I cannot medically state what the cause was until I am evaluated, but the symptoms appeared after that dinner and still continue. I am already back in Miami and I am going to have to go to a doctor because I am still sick. When I was feeling bad, we tried to communicate with the front desk to ask for help, and for a while they simply did not answer us. When we finally got an answer, they told us that if we needed a doctor, we had to pay approximately $200. It seems outrageous to me that with a guest with vomiting and fever after having dined inside the hotel itself, the response was practically limited to indicating the cost of medical assistance, without showing real concern for what happened. Furthermore, they told us that a manager would contact us to follow up on the situation. They never called. We never received that communication or an explanation. To finish, on the morning of our departure we requested an invoice with the corresponding names and again we received an unclear and unhelpful response from the front desk. A hotel is not proven only by nice facilities or a good welcome. It is proven especially when a guest has a serious problem. In our case, when we really needed attention, follow-up, and responsibility, we felt that they left us completely alone. I arrived at the hotel with a very good impression and I left deeply disappointed, sick, and without any manager having contacted me. I sincerely hope that the hotel management investigates what happened, especially the handling and storage of the food served that night, reviews the service of the restaurant staff, and explains why there was no proper follow-up regarding a guest's health situation. With the experience we had, I cannot recommend this hotel.😫👎👎👎👎👎👎

Excellent service, I would always return.