8/10 Good
Susie, Baytown
Travelled with partner
1 Apr 2024
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is breathtaking. The service from housekeeping and the restaurant staff was exceptional. We dined in all restaurant options for the 9 days we spent at the resort, and the food was mediocre. The staff made up for it. Particularly, Antonio in the breakfast/lunch buffet area and Alexander in the Steak House. I wish I could bring these two gentlemen back to Houston and have them on my payroll. Now the aggravating part that caused us undue irritation on our vacation. RIU advertised the resort packages to include transportation to and from the airport, yet it was denied to us both times. We spent a ridiculous amount of time trying to navigate this option to no avail. RIU said we needed a “transportation voucher” from Expedia and Expedia customer service said they had never heard of that and it was RIU that offered the service. We went back and forth for days but In the end, RIU didn’t seem to give a darn that we had to arrange for our own transportation, so Expedia stepped up and paid for our shuttle service, which was ridiculously expensive, AND gave us an extra $100 in key cash to use later, for the hassle. As far as Expedia goes, we are appreciative of what they did to resolve our issue, but RIU guest services is disappointing, so say the least. The shuttle service is advertised in being part of their pitch, but they sure didn’t honor it.
Susie
Stayed 8 nights in Mar 2024