Review Insights · Google Play
RIU Hotels & Resorts
Riu Hotels & Resorts · 17,164 ratings · ★ 4.7
4.7
★★★★★
17,164 ratings
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Top complaints - extracted from 11 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"hotel"
6 negative reviews mention this · 55% of all complaints
★★★★★ "Awful app. Won't log me in. Logs in for a millisecond if I go through email from hotel re check in. Then refreshes, and back to start. Guys on reception tried too, but won't accept my name and check out details. Unable to book, use or order…" - E B
2
"book"
4 negative reviews mention this · 36% of all complaints
★★★★★ "Awful app. Won't log me in. Logs in for a millisecond if I go through email from hotel re check in. Then refreshes, and back to start. Guys on reception tried too, but won't accept my name and check out details. Unable to book, use or order…" - E B
3
"through"
3 negative reviews mention this · 27% of all complaints
★★★★★ "Awful app. Won't log me in. Logs in for a millisecond if I go through email from hotel re check in. Then refreshes, and back to start. Guys on reception tried too, but won't accept my name and check out details. Unable to book, use or order…" - E B
4
"check"
3 negative reviews mention this · 27% of all complaints
★★★★★ "Awful app. Won't log me in. Logs in for a millisecond if I go through email from hotel re check in. Then refreshes, and back to start. Guys on reception tried too, but won't accept my name and check out details. Unable to book, use or order…" - E B
5
"doesn"
3 negative reviews mention this · 27% of all complaints
★★★★★ "The UX of the app is really bad, anytime I hit the back button goes to the main screen where I need to select the hotel where I'm staying again, this maybe works on iOS but not on Android. Also it doesn't remind where I'm staying, if I'm on…" - Marcelo Elizeche Landó
📋 All 11 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Awful app. Won't log me in. Logs in for a millisecond if I go through email from hotel re check in. Then refreshes, and back to start. Guys on reception tried too, but won't accept my name and check out details. Unable to book, use or order replenishments thru app without log in! Have reinstalled twice.
Useless during my stay at Rui República. App rarely actually opened and when it did, I was only able to make it passed the "im at a hotel" portion 3 times in 5 days.
very poor dirty bathroom, toilet clogged ,shower drain backed up, and BED BUGS,MANAGEMENT INGNORING THE ISSUE CONTACTED TRAVEL AGENT NEVER AGAIN
keeps going back to the main screen after you select a hotel. had the wrong info multiple days. doesn't really provide any details on activities
app is okay but service is horrible
Say no more
Currently in Riu Palace Mauritius, where the ONLY way to book the speciality restaurants is through the app. But it impossible to do so - even when there is availability, the app keeps asking me to log in with room number/surname/departure date and then sends me round and round in circles. Dreadful experience - especially as I am a Club Class member AND have paid extra for Elite Club.
The worst experience we ever had in our many trips to Mexico!! Read this message. The hell you put us through in Room 428 the week- Feb 25 March 3 between toilet not working, horrible cable service to dirty sheets we tipped to get changed never did.To major construction you scheduled in room 429. A renovation including the constant hammering of tile removal of debris removal we have had it after coming to our room that smelled of toxic fumes. This is all management. You ruined our trip!
The UX of the app is really bad, anytime I hit the back button goes to the main screen where I need to select the hotel where I'm staying again, this maybe works on iOS but not on Android. Also it doesn't remind where I'm staying, if I'm on the current booking dates obviously I want to check the hotel amenities and map, not book a new hotel the app works well to make restaurant reservations, but to use it is really painful
Seems kinda worthless thus far. I haven't had my trip yet. But, I cannot see events at my hotel or ANYTHING! I really hope this changes while I'm physically at the hotel! I'm kinda frustrated because I would like to see an actual calendar of events (Parties) for my trip so I can pack accordingly!
It could be better. Not friendly. Very confusing for older people. It constantly asks you to book (constant prompts to book in other properties). Maps are not interactive or with guided directions. From the email check-in, you have to go in and re-enter your data all the time. It doesn't recognize that you are at a resort and ask you if you want to go into "resort mode". Can't generate an itinerary of the hotel activities you want to be part of. Can't use it as a hotel or towel key.
Sentiment summary
92%
Positive (4-5★)
2%
Neutral (3★)
7%
Negative (1-2★)