Hotel Riu Palace Costa Rica

Overall, the majority of the staff were very kind and humble, friendly and helpful. Many seemed to be very proud of the fact that we enjoy our time in Costa Rica, proud of their country. There were others who did not seem to take the time to really listen to what we were saying and for we were asking, wanting to process us quickly and move on to the next person. Unfortunately, we learned that the Guanacaste building was just updated while the RIU Palace where we stayed was going to be soon closed for renovations. I wish I had known that as the Palace was outdated and showed many signs of wear and tear. The cafeteria felt crowded, noisy and cluttered. The Guanacasta restaurants were much more inviting. The food at the restaurants was stale - clearly precooked in order to move food quickly for the crowds. The number of people made it difficult to enjoy although the staff was generally fun and friendly. The shower in our room could not be regulated, cycling from hot to cold. We had to change rooms - the entertainment was right below our room and was VERY LOUD. We also did not get fresh towels unless we asked. In some cases the food was clearly recycled. The entertainment was third rate but still somewhat fun - something I would expect from a High School band and Glee Club. We were also supposed to go on vacation with another couple. They made their reservations on a website that clearly said "RIU." They then walked me through the same website. We both received a confirmation which said we were all set and did not have to call again. Yet, I called for my plane seat assignments just to be safe. I was told by the airlines that I should have called right away as soon as I booked the tickets through the RIU website. RIU said it was not necessary to call! Also, the couple who guided us to make our own reservations found out that the RIU company did NOT send their flight information to the airlines while we had our plane tickets. We called the RIU customer service number and the call dropped many times. The couple celebrating their anniversary also called RIU customer service many times. A RIU supervisor said that RIU made a mistake for the first couple and would make a new flight ticket for them, promising to call them with the new flight information. RIU never called the couple. The couple had to call RIU back. The new RIU supervisor then blamed the wedding couple and said they'd have to pay an extra $8,000 for new tickets on top of the original $5,000 even though they never got their money back for the original $5,000, promising the couple that RIU would pay the difference. The couple could not afford to do that and so could not go on this vacation. Had we not called for the seat assignments, that couple would have shown up at the airport only to find out they had no flight!!!!!! WE both had a confirmation page from RIU saying we both had plane tickets and an e-ticket!!!! I myself called multiple times, trying to help my friends and was told that RIU could not help, telling me one lie after another, with the RIU people making different promises and not keeping them, saying one thing and then contradicting themselves. I was up until 2 AM one morning trying to save the trip for our friends. No one from RIU was willing to help. One supervisor said that the flight was canceled even though I was on the same flight! I had to take my own time both at home and at the hotel once I got there to speak with the manager to see what could be done in order to advocate for my friends there in Costa Rica. At least I understand that my friends are getting their money back, but there was no attempt to apologize for the terrible service, the lies, the destroyed holiday and the fact that RIU did not take ownership of this mistake RIU made - no attempt to offer anything to the other couple or ourselves for the horrible experience we went through. I know we are just a few people compared with the hundreds who pass through your doors, but the quality of your name comes from how you treat each and every customer. My family has various car dealerships and we are now in the 4th generation. We have bee successful for over 100 years by responding to each and every customer and doing our best to make things right when we make mistakes. I do want to thank the manager at the RIU Palace who took the time to email the folks in charge of these things to address the issue. Despite my explanation of what happened to us and our friends, there was not even one gesture made to try to make it right - just an email. Nonetheless, I am appreciative that at least that was done.

Impeccable, it will always be a great experience, we look forward to its reopening!!, delicious food, fine cocktails and impeccable service, thanks to the staff who strive to make the stay the best experience!!