Holiday From Hell!! Dont Stay Here!!
I am writing to raise an urgent and formal complaint regarding my current stay at your RIU All Inclusive Ocho Rios Jamaica, which has been the worst holiday experience of my life. I am still on the resort as I write this, and the situation is so unacceptable that I could not wait until returning to the UK to escalate it.
What has unfolded here is nothing short of a holiday from hell, involving multiple breaches of basic standards for health, safety, security, service, and integrity.
Despite this being advertised and priced as a 5-star resort, we have encountered continuous, serious failures in health, safety, hygiene, service, and security all of which are putting my family, including my 2-year-old child, at risk.
1.
Health Hazards & Sanitation Failures:
The room has bed bugs as we have all been bitten.
The room is infested with red ants, and housekeeping refused to clean after multiple calls.
Bed sheets have not been changed; they are only remade, despite being visibly dirty.
There are broken sockets and a damaged balcony, both dangerous with a toddler.
2.
Medical Negligence:
My 2-year-old baby has had food poisoning since we arrived which led us to taking him to a hospital and paying £1500 for him to be looked at.
The resort nurse refused to come to our room, despite being called urgently which is disgusting and shows no empathy to wanting to look after customers who are in need of help.
3.
Unhygienic and Disturbing Behaviour:
Someone spat on my partner’s bed whilst wr was out an absolutely disgraceful and unacceptable incident.
No action was taken even after raising it with staff.
4.
Security Breach and Theft:
Several of our belongings have gone missing from the room:
Apple Watch
Selfie stick
Baby’s trainers
These items have not been recovered, and we have received no proper explanation or support.
No investigation, explanation, or restitution
5.
Harassment and Staff Misconduct:
My wife has been harassed by staff members, which is completely unacceptable and must be investigated.
It took me five days to speak with the resort manager, who then simply said the rooms were full and that he had “logged” the issues and directed me to RIU Aftercare. When asking for the report Carlington Pryce the manager of this hotel refused as he said it was confidential which leads me to believe he didnt really want to document everything.
I showed photo and video evidence to Carlington Pryce, who was visibly shocked but no action has been taken to correct the situation.
6.
Misrepresentation of Food and Religious Needs:
We booked this resort after confirming with RIU customer service that halal food would be available.
Upon arrival, we were told no food at the resort is halal.
We now have no suitable protein options and very little for our children to eat, which is a basic requirement especially after the food poisoning incident.
This holiday has been a disaster. It has caused emotional distress, health issues, and complete dissatisfaction. We have been treated with disregard, and your local team has shown no sense of urgency or care.
7.
Unsafe and Filthy Swimming Pool Conditions:
The swimming pool was filthy, with visible dirt and rocks that injured our feet.
A wet sign cone had been thrown into the water. My son jumped in and hurt his leg because of it.
I reported it to the lifeguard, who took no action. I had to remove the cone myself.
This shows a complete lack of regard for guest safety, especially with children using the pool.
Staff throughout the resort have been rude, unhelpful, and dismissive
