Hotel Riu Jambo 4*

Great hotel , will return , stayed 5 night then went on safari for 4 daysand returned for 6 nights , great location, food and loverly staff , 2 great parties white night and neon night , they no how to throw a good party

Subject: Formal Complaint – Unacceptable Lack of Communication and Service Booking Reference: WRC3TR92 Dear Top Management Team, I am writing to formally express my extreme disappointment and frustration regarding my booking at RIU Jambo, Zanzibar, scheduled from 27 August 2026 to 2 September 2026, under booking reference WRC3TR92. This reservation was made and fully paid for on 3 July 2026. Today, 21 July 2026, I am still waiting for confirmation regarding my airport transfers and room requests. Despite numerous follow-ups from Monica, the independent travel agent who assisted with this booking, our requests and emails appear to have been completely ignored. I find this level of service wholly unacceptable. RIU is positioned as a premium hospitality brand, and RIU Jambo is certainly not one of the cheapest resorts on Zanzibar. As a paying customer who has invested a substantial amount of money in what was meant to be a special holiday, I expected a professional level of service, timely communication, and basic customer care. Unfortunately, my experience thus far has been the complete opposite. What concerns me most is not merely the lack of confirmation regarding my requests, but the complete absence of communication. Weeks have passed with no meaningful response from your team. At this stage, I am genuinely questioning whether I made a mistake choosing RIU for this holiday. If your organisation is unable to provide something as fundamental as clear communication before guests have even arrived, it raises serious concerns about the level of service we can expect during our stay. As a customer, I should not have to repeatedly chase information after having paid a significant amount of money for a holiday. The reality is that I am no closer to obtaining answers today than I was when the booking was first made. This has caused unnecessary stress and has significantly diminished my confidence in your resort and your brand. I am particularly disappointed that neither I nor my travel agent have been able to obtain clear responses despite numerous attempts. The lack of accountability shown by those involved in handling this booking is unacceptable. I would have expected this type of service from a budget establishment with limited resources—not from an internationally recognised resort group that markets itself as providing exceptional guest experiences. Unless this matter is addressed immediately, I will have no option but to escalate my complaint further by reporting the matter to all relevant parties involved in the booking process and by sharing my experience through the appropriate customer review and consumer channels. It is unfortunate that I even have to consider this route, but after weeks of being ignored, I feel I have little choice. I therefore urgently request that a member of senior management personally take ownership of this booking and ensure that the following is addressed without further delay: • Confirmation of my airport transfer arrangements. • Confirmation of my room requests and any special requirements submitted. • A clear explanation as to why repeated emails and requests have gone unanswered. • The contact details of a responsible person who will oversee this booking moving forward. I would appreciate an immediate response and a resolution to these outstanding issues. At present, I have very little confidence in the service I can expect from RIU, and I sincerely hope that management will take this complaint seriously and restore my faith in your organisation before my arrival. I look forward to receiving your urgent response. Yours faithfully, Tamelyn Marx Booking Reference: WRC3TR92 RIU Jambo, Zanzibar Travel Dates: 27 August 2026 – 2 September 2026