"Very regrettable incident"
Hello everyone
I am still staying at the hotel and I wanted everyone to know how the lifeguard at the large pool treated us today, because I am hearing incorrect comments.
The fact is that I brought the towels down with my clothes and my wife's at 7:30, because otherwise we all know there is no way to get lounge chairs. Before going to have breakfast, I stop by at 9:45 to see if the towels are still there, and indeed they were. The fact is that we return at 10:45, and to our surprise, the lifeguard named DANIEL has removed our towels and our personal clothing, something he admits to having done and having given the lounge chairs to another couple. We ask the lifeguard the reason for everything and he tells us it is because he felt like it, that they had been there for more than 2 hours, and that he is in charge here, all this in an aggressive tone. On top of all this, our clothing has not appeared and we ask the lifeguard for explanations and he ignores us completely, in a derogatory way and with very bad manners. We wait for almost 1 hour and the lounge chairs with the towel remain with no one appearing, then I wait another hour and the same thing. I complain about all this to the lifeguard and he ignores me.
A couple at the pool, upon seeing what was happening, offered us theirs because they were leaving.
We asked what was going on with the occupied lounge chairs where no one was showing up, and he told us again that he does whatever he wants here, in a derogatory and rude manner.
We asked him specifically about 4 other lounge chairs and he said that 2 are reserved for management and another 4 are reserved for whoever he wants. On top of all this, he does not provide a solution regarding our clothing; he admits that he took it and that it has disappeared. I insist on the clothing and he does absolutely nothing.
To my surprise, regarding the lounge chairs I am asking for, a married couple comes along, AND HE GIVES THEM TO THEM; I see it and I go again to complain to the lifeguard, and he replies that HE SAVES THEM FOR WHOMEVER HE WANTS. What's more, the couple he was giving them to, upon seeing what was happening, offered them to me, and of course I told them no, that the lifeguard had given them to them; I insist and the couple keeps them. I find it degrading that in a hotel of this category I am treated this way in such an arrogant manner. This man puts towels wherever he feels like and then when someone he likes asks him, he gives them to them, all right under my nose, and he continues to mock us.
Of course, stunned by what was happening, we went up to the main reception; a lady assisted us, who also did not give us any solution, but the manager did not want to come out to face us, which we find very ugly.
The lifeguard says that the pool rules state that if someone does not show up in two hours, he removes the towels. TELL ME WHERE THOSE RULES ARE.
There are many lounge chairs for many hours and even all day long where no one shows up.
We have been spending our vacations for 6 years in a row at this hotel chain all over the world and this has been the last straw, so we will never return to RIU hotels and of course we will file the corresponding complaint form, in addition to requesting a refund for the cost of our clothing, which has not appeared.
