Hotel Riu Gran Canaria 4*

A Serious Incident and a Very Disappointing Response from the Hotel Unfortunately, our stay ended with an incident that completely changed our perception of this hotel. Cash (euros) went missing from the safe in our room. What is particularly concerning is the fact that none of the other items stored in the safe were taken — our documents, tablet, and cash in Polish currency were all left untouched. Only the euros were missing. As soon as we noticed the loss, we immediately informed the hotel staff and management. Unfortunately, the way the hotel responded to such a serious incident was extremely disappointing. Instead of taking decisive action, offering assistance, and making an effort to investigate what had happened, we were essentially left to deal with the matter on our own. The hotel did not prepare any formal report or provide us with any written confirmation of our complaint at the time. We were told that we had to report the matter to the police ourselves. Due to our upcoming flight, there was no longer enough time to report the incident in the town where the hotel was located. We therefore reported it at the airport, where the police prepared the appropriate documentation. What was most outrageous to us was not only the loss of money itself, but above all the complete lack of a sense of security and the way we were treated after reporting the incident. From a hotel of this standard, we expected professionalism, genuine concern, and real support for the guest in such a situation. Instead, we were left with the feeling that the problem had simply been shifted onto us. This experience has completely undermined our trust in the hotel. A comfortable room, swimming pools, or good food cannot compensate for the lack of a sense of security and an appropriate response in a crisis situation. We sincerely hope that the hotel will draw the appropriate conclusions from this incident and review its procedures regarding guest safety and the handling of theft reports. From our side, this was a deeply negative experience, and we cannot recommend this hotel. A very strong NO recommendation!

This was our third time staying in this hotel so obviously we like it. You know what you are getting with Riu, usual standards for food, facilities, entertainment, pools and grounds. This place is set in a lovely area with great scenery and a nice selection of restaurants and shops. The hotel is not ideal if peace and quiet are what you are looking for which with 2 teenagers it wasn’t. Although the windows from the balconies are quite good at blocking out noise you could hear a lot of noise coming from the corridor and the room above. It did seem like once the first person in this hotel woke up everyone else would be soon after. I do still like this hotel but I have 2 reasons for giving a rating of only 3. Firstly I must have been lucky the 2 previous stays and was given rooms high, facing out and in the 2 side buildings but on this occasion we were given 2 rooms on the second floor of the main building. Our rooms completely overlooked the main entertainment stage to the point that I thought I might get an appearance fee for the night shows. Hotel was full so there was no point trying to get 2 rooms moved and as it happens I did kinda get used to it until the other reason for my reduced score. The White Party! On Friday nights they hold a full stage rave with loud music and flashing lights which goes on until quite late and the noise then continues whilst they clean up from the aftermath. To be honest it’s not ideal but I have to say what a great job the staff do holding this and then the speed of the clean up was a sight to behold. No way in England this would have been done so efficiently. If this is your sort of thing you’ll love it but it’s no longer mine so it’s horses for courses. What I do think though is that it’s a bit cheeky that the hotel I have paid to stay in gets flooded by guests from the other Riu hotels in the area to the point where it makes everywhere extremely busy and it is then hard to get a drink. Maybe an idea to open the 2 bars at the other end of the grounds and make them just for this hotels guests on this evening. Be warned this happens every Friday night.