Hotel Riu Palace Nautilus

We booked an 8 night stay from 19th to 27th September myself,my husband a a friend. On the 3rd day we made a reservation at Krystal A La Carte Restaurant in the hotel. I am diabetic and immunosuppressed so careful about what I choose to eat. We were given a chefs appetiser to begin with, bad idea, it was fishy, cheesy with a foam on top. It tasted odd and in an effort to work out what it was I continued to eat the small glass of it. My friend didn’t touch it. Next came the starter a very acidic Shrimp and Avocado dish which I was unable to eat it tasted so bitter and bad. Main course was Surf and Turf - totally inedible both steak and scallops tough and tasteless which I couldn’t even cut through. We decided not to stay for dessert and went to the buffet restaurant but they were closing up and although my husband spoke to the manger to explain I was diabetic and needed to eat he didn’t want to know so we left. At 1am I woke up projectile vomiting and diahorrea which lasted for 3 complete days. My husband requested a doctor to come to our room and when he did and I was checked out he advised me I needed to go to the hospital to have 2 drips put up. I spent the night in hospital. The next day we got back to the hotel and spoke to Christina the general manager to inform her what had happened. She tried to tell me it would be virtually impossible to get food poisoning in a Riu hotel! I spent the day in bed catching up on sleep and having to run to the loo. The following day was the same and my husband went to the pharmacist to get some medication to help me. I kept the general manager Christina fully informed twice a day and Claudia when she was on duty. For 5 days I ate nothing only dry bread roll and water. When we checked out I asked for the hotel to cover our bar bill of euro 233 as a small gesture but this was met with a complete refusal from Christina and I was told to contact complaints at Riu which I did after settling our bill. I emailed the complaints department who took absolutely no responsibility for the incident and told me to take it to TUI the tour operator. I am absolutely disgusted at The Riu group for how I have been treated, our holiday completely ruined and a simple gesture of covering the bar bill would have been appreciated. I will never recommend Riu group to anyone or want to return to this hotel again. We are regular travellers who holiday 4 times a year and have never experienced this sort of treatment ever. A weir

After visiting twice before it was upgraded to the Palace previously we really enjoyed it. Although the upgrade is very stylish the new reception and the nicer rooms and bathrooms it has lost something and that it British Guests. I know this isnt a problem of the hotel but it now seems to cater more for the German Guests. This noted at break feast especially. lots more sun loungers but packed in like sardines. So close you feel like your lying in bed with a complete stranger. People smoking on sun beds is a complete no no aswell. It was pitch black and people had towels on must have been from about 6am. This really needs addressing. You could get a bed later on but not around the pool. Entertainment terrible for a riu hotel. Food not that good either if you like a full english, unless you like German Hot dogs which were an aneamic shade of beige. The bacon inedible. Nice selection of breads and pastries though. Its a shame as it used to be a nice hotel and i heard a lot of people said the same. Location wise though perfect right on the beach. one other thing was you didnt get a bottle of water in your room like you get in other hotels, especially on arrival when youve just done your flight and coach trip. I did mention it and got a bottle a few days later. Rooms very clean but the best thing about the hotel was the amazing staff. Best ever. Sorry Riu but not the best stay. we give up on the pool mid way as to much hassle and not comfortable with the closeness of the beds or the smoking. There should be a designated smoking area.