Review Insights · App Store
RIU Hotels & Resorts
Riu Hotels & Resorts · 25,219 ratings · ★ 4.9
4.9
★★★★★
25,219 ratings
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Top complaints - extracted from 14 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 · 43% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
2
"doesn"
4 negative reviews mention this · 29% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
3
"work"
4 negative reviews mention this · 29% of all complaints
★★★★★ "Horrible App.. App is horrible works 20% of the time. Be careful when signing with your finger it could just close you out and if you’re lucky you get to enter all the info again 2-3 times. Riu app is useless and shows how incompetent Riu is as a chain. W…" - Teryn M
4
"difficult"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Anti User Friendly. This is the most difficult app to navigate I’ve ever used. The app is also full of information that’s not accurate. Don’t bother using the chat bot. You DONT get free airport transfers, you can’t call to add a transfer, you can’t book reser…" - Megan.E.Larson
5
"navigate"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Anti User Friendly. This is the most difficult app to navigate I’ve ever used. The app is also full of information that’s not accurate. Don’t bother using the chat bot. You DONT get free airport transfers, you can’t call to add a transfer, you can’t book reser…" - Megan.E.Larson
6
"information"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Anti User Friendly. This is the most difficult app to navigate I’ve ever used. The app is also full of information that’s not accurate. Don’t bother using the chat bot. You DONT get free airport transfers, you can’t call to add a transfer, you can’t book reser…" - Megan.E.Larson
7
"reservations"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Anti User Friendly. This is the most difficult app to navigate I’ve ever used. The app is also full of information that’s not accurate. Don’t bother using the chat bot. You DONT get free airport transfers, you can’t call to add a transfer, you can’t book reser…" - Megan.E.Larson
8
"staying"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
9
"resort"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
10
"useless"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
11
"help"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Hire a better app designer. The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless. I’m staying at a big resort, went to use the map which was complete…" - Optimistic4fb
12
"trying"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Difficult to make restaurant reservations. The app keeps trying to help making reservations to Riu hotels. It is very difficult to make restaurant reservations if you are already at a resort." - Taber246
📋 All 14 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").
Anti User Friendly
This is the most difficult app to navigate I’ve ever used. The app is also full of information that’s not accurate. Don’t bother using the chat bot. You DONT get free airport transfers, you can’t call to add a transfer, you can’t book reservations 7 days in advance. I’m probably forgetting some stuff too. I’m hoping when we go it’s more organized and seamless…..
Killer hotel
This was the worst hotel I ever been in. They let third party people play with your food and plumbing system in their hotel. Don’t do it run and call the police. This is a crooked hotel and people in Jamaica
Difficult to make restaurant reservations
The app keeps trying to help making reservations to Riu hotels.
It is very difficult to make restaurant reservations if you are already at a resort.
It is very difficult to make restaurant reservations if you are already at a resort.
Not the right room
After month of trying to get refund for diff of our room, nothing… don’t use them
Pretty bad app
Not sure why but pressing on menu in restaurants only gives Spanish language. Quite useless and makes things more complicated. This is in Jamaica if someone cares.
Horrible App.
App is horrible works 20% of the time. Be careful when signing with your finger it could just close you out and if you’re lucky you get to enter all the info again 2-3 times. Riu app is useless and shows how incompetent Riu is as a chain. Wish 0 stars was an option. Or even negative stars.
Broken
The app is not working at all.
Poor design. Popups. Not updated
This app completely misses the point on why have an app.
The only reason anybody would download this is to see information for their current hotel that they are staying at.
Somehow this app obviates every possible use by, low contrast design, difficult to navigate, out of date and incomplete detail.
0/5
The only reason anybody would download this is to see information for their current hotel that they are staying at.
Somehow this app obviates every possible use by, low contrast design, difficult to navigate, out of date and incomplete detail.
0/5
App
This app seems to never work when you need it the most smh
Doesn’t work as of November 2025
Unable to search for the hotel I’m staying at and front desk staff said they can’t help me. So I can’t see activities, the map, room service menu etc. I asked front desk for paper brochures and they don’t have any. Pretty annoying.
Locks Up
App is ok if it works At hotel and just locks up cannot check any information on app and when you do get on entertainment schedule is wrong. just a bad experience
App doesn’t work on all phones
Ongoing known issue that hasn’t been fixed: the app will not load on many phones. My husband and I both downloaded the app and it will not work in Mexico at the resort. The app worked on my iPhone in the states no problem.
Hire a better app designer
The interface is not intuitive. There are multiple “login” processes as there is one for your account and then to indicate you’re at a hotel. This should all be seamless.
I’m staying at a big resort, went to use the map which was completely useless. It won’t Zoom in enough to be helpful. It’s all the same blob of icons on top of each other. It doesn’t help you navigate the facility. I’d rather have a PDF of the facility than an Apple Maps view of the property and the surrounding area.
Online check in is long and tedious. I don’t see how it “saves” any time.
There is a request function which seems helpful, but appears to be unmanned. I waited hours with no response. At a Bonvoy property, this never happens. 15 minutes at most or an indication of when they will respond.
I’m staying at a big resort, went to use the map which was completely useless. It won’t Zoom in enough to be helpful. It’s all the same blob of icons on top of each other. It doesn’t help you navigate the facility. I’d rather have a PDF of the facility than an Apple Maps view of the property and the surrounding area.
Online check in is long and tedious. I don’t see how it “saves” any time.
There is a request function which seems helpful, but appears to be unmanned. I waited hours with no response. At a Bonvoy property, this never happens. 15 minutes at most or an indication of when they will respond.
Unusable at location
We are at the hotel and nothing seems to work correctly. I can barely see menus because it shows them at 5pt font and doesn’t allow me to increase the size. It also keeps trying to open a Google file. Also, I tried to make a spa reservation and it said they “would confirm” but I could never get back to that screen to see the chat again so I had to go to the spa anyways to confirm. In general, it’s very quirky and will definitely be deleting it. Maybe works for reservations but not useful when at the hotel unfortunately.
Sentiment summary
98%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)