We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Nearby Hotels
Free cancellation until 26/07
USD 114
USD 67
Booking.com
View Deal
  • Free Wifi
  • Free Parking
Hibiscus Lodge Hotel(Ocho Rios)(Great Value!)
Free cancellation until 22/07
USD 151
USD 147
Expedia.com
View Deal
  • Free Wifi
  • Free Parking
USD 89
Expedia.com
View Deal
  • Free Wifi
  • Free Parking
Casa De Shalom(Ocho Rios)(Great Value!)
USD 75
Booking.com
View Deal
  • Free Wifi
  • Free Parking
The Blue House Boutique Bed & Breakfast(Ocho Rios)(Great Value!)
USD 172
Official Site
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
Chrisanns Beach Resort(Ocho Rios)(Great Value!)
USD 101
USD 81
Booking.com
View Deal
  • Free Wifi
  • Free Parking
Reggae Hostel Ocho Rios(Ocho Rios)(Great Value!)
USD 52
Expedia.com
View Deal
Certificate of Excellence
  • Bar/Lounge
USD 187
Booking.com
View Deal
  • Free Wifi
  • Free Parking
Jamaica Inn(Ocho Rios)
USD 441
USD 307
Expedia.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Free Parking
Csompo Bed and Breakfast(Ocho Rios)(Great Value!)
Booking.com
View Deal
Reviews (9,334)
Filter reviews
9,334 results
Traveller rating
3,291
3,272
1,571
721
479
Traveller type
Time of year
LanguageAll languages
More languages
3,291
3,272
1,571
721
479
Show reviews that mention
All reviewsjerk hutdeluxe sidesir richardssports barspecialty restaurantsplantation restaurantjerk chickenmammee bayjunior suitemain buffetmichael jackson showdunns riversafe keygourmet restaurantocean viewentertainment teamcool runnings
Filter
Updating list...
196 - 201 of 9,334 reviews
Reviewed 5 April 2018

I booked a trip to Jamaica (March 28th to April 2) and decided to stay at the RIU because I stayed at the Riu Palace in Playa del Carmen, Mexico in March of 2017. It has become a tradition with my sister and I to take a vacation in March to start the Spring off with a tropical vacation. My itinerary # and confirmation number are above in the subject line for your convenience.

Let me start out by saying based upon my prior trip to one of your establishment and the rave review I received from a co-worker I decided to book this vacation. Well let’s just say I did not receive the same customer service nor did I have the full use of the amenities of which I paid. I booked a Deluxe suite, Jetted tub with an Ocean view. I was in awe of the view, the room was absolutely beautiful except for the following:

1) On the morning of Thursday March 29th (the day of my 52nd birthday), we woke to no hot water in the suite at all. We called down to the front desk to complain and we were told that is a problem for maintenance, basically there was nothing they could do. So my sister and I took cold showers that morning and again at night. When we stopped into the room in the afternoon, there was hot water, but in the evening hours there was none. Again, we called the front desk and we were told they would contact maintenance. even asked if the water is on a timer, I was told no. It was as if no one believe us and we were making it up. My sister waited until midnight for maintenance to come and no one showed up.

2) On Friday March 30th, again no hot water, again we complained to the front desk. At this point I do not think the staff at the front desk was recording any of our complaints , because each time we called they basically said “ I was not aware of this problem and we were told it was a maintenance issue” . We even took our complaint one step further and we went to the front desk in person and demanded to speak with a manager on duty. I was informed she was with another guest checking them into your establishment so “Olivia” asked if she could assist me. I told her my issue with no hot water and she also stated it was a maintenance issue, again. I told her that was not acceptable and I wanted to speak with a manager now. I was then informed the Relations Manager would be in at 4pm and I could come back at 6pm to speak with him. I came back at 4:30pm. I do not believe he was told about our issue because he looked totally shocked that we requested to see him. If any our complaints were recorded he would have been aware of issue. Regardless, we were brought escorted into his office and then repeated out complaints again. He not once apologized for the inconvenience. I also pointed out to him the vast differences of service I recognized between the RIU Palace in Playa del Carmen and the RIU Ocho Rios. At this time I was told by Mr. Price, that the RIU Palace is a different environment from the Club atmosphere in Ocho Rios. I was not aware of such but I guess that would explain my other complaints of which I will list later in this email. This time however, we were told maintenance will come to check it out. Well a gentleman did show up, and all he did was look at the sink and the shower turned on the water on all faucets and the shower and he tested the water temperature with his bare hand and he concluded exactly what we have been complaining about and he said himself it was not hot and then basically shrugged his shoulders with no explanation nor any solution to the issue. Obviously he was no helpful at all.

3) On Saturday we were ok with the water temperature, but we were too afraid to use the Jacuzzi because we wanted to take hot showers after our excursion to the Dunn’s River Falls. Needless to say we did not use the Jacuzzi or the jetted tub during our entire stay. That was the reason why I booked this room. I wanted to relax and have use of those amenities I paid for, but with no hot water how can you possibly use a Jacuzzi? While at dinner at the St. Ann buffet on Saturday, my sister and I sat three tables away from Mr. Price. When he looked up from his meal he 1) did not acknowledge either of us, 2) did not ask how are we doing with our situation, 3) he left the restaurant without reaching out to ask if we were enjoying ourselves. No customer service whatsoever. NONE.

4) On Sunday morning my sister checked the water temperature and it was hot. YEAH, we were happy, we had hot water, so I thought ok this is great problem fixed. Well I jinx myself because it was not. My sister’s shower was hot, mine was hot until it I was about to rinse my hair and it was cold. We had hot water in the evening, but again, did not use the amenities in our room due to the fear of no hot water for bathing.

5) On Monday morning we had hot water, of course on the day we leave.

I noticed a clear difference in customer service between my trip in 2017 compared to this trip. I know the cost of my 2017 was cheaper due to the special that was run during that time, but I spent way more this trip and the service I received was below standards in my opinion.

Along with the issue of not having hot water for the majority of my trip, I was denied my request to have two additional washcloths because per the housekeeping manger, you are only allowed one washcloth person, per room. I mentioned this to Mr. Price and he said that is the policy, I refuted his claim and said I did not have this problem in 2017. In addition, we were given brown colored towels instead of white. I have never received colored towels in any of the resorts or hotels I have frequented. Why were we given brown towels? Did the resort run out of RIU trademarked towels? Or were we treated differently for complaining about our lack of hot water.

I expect hot water at any hotel, motel or resort. It is not a luxury when I am spending money at an establishment. I go camping every year and I have never taken a cold shower on a campground, but I have in a 5 star resort, why is that?

There was no room service and there were signs posted outside of all the restaurants that food was not allowed outside of the restaurant, needless to say I personally witness a large number of people carrying food to the pool area, to their rooms and elsewhere.

The specialty restaurants served the same menu the entire time I was there. I did not have this problem in 2017.

I am severely allergic to cats, imagine my surprise when I am eating lunch in the Plantation restaurant and there were at least 4 cats roaming around the Plantation restaurant during lunch on the outside patios. I was totally grossed out watching the cats lying around the eating area, rubbing up against the guest and some guest actually prepared a plate of food for the cats and placed it on the ground. Not one restaurant staff person tried to shoo the cats away. NOT ONE!!!

My shuttle to take me to the airport in Montego Bay on Monday April 2nd requested me to be on the lobby steps at 7:20am. The St. Ann restaurant does not open until 7am so my sister and I wanted to drink coffee so we were told by a staff member we could go to the sports bar and get our hot beverages. On the way there the person tending the sports bar told us to go back to the St. Ann’s restaurant and get coffee from there. I was appalled by his blatant lack of customer service. I can only attribute it to him trying to score with the lady he was talking too at the time on the balcony leading to the sports bar. Sorry I did not get to see his name tag. Another staff member saw what happened and he was kind enough to get my sister and I a pot of coffee. He was given a very well deserved tip.

If it is not apparent by my email above, I am not a happy repeat customer and I will NOT recommend the RIU Ocho Rios resort to any of my colleagues, family or friends. I am a person who has visited quite a few tropical islands including my all-time favorite Oahu, Hawaii and I have never received the kind of service that I have received this past week. I paid for a deluxe suite and was unable to utilize the amenities of the suite due to the lack of hot water. We did not receive any genuine concern or responsiveness from Mr. Price or anyone under his charge in regards to our lack of hot water. In addition, when I asked him why was there no champagne on the premises he offered to give me a bottle for my troubles. I told him to keep it, I asked the question because I requested a mimosa on Thursday morning and I was informed I could not have one due to the resort does not have any champagne. Well it this is an all-inclusive resort why is champagne not one of the beverage choices for a drink in the morning with orange juice? I just don’t understand.

My question now is, how are you going to make me want to stay on as RIU member and how are you going to ensure that I never receive this type of treatment ever again? What are you going to do with this vast amount of intel I have just given you on my recent trip?

I look forward to your prompt response to my email.

Room Tip: The deluxe suite with an ocean view is absolutely awesome!!!
  • Stayed: March 2018, travelled with family
    • Value
    • Cleanliness
    • Service
4  Thank Jenine G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Ocho Rios, responded to this reviewResponded 10 April 2018

Dear guest,

Thank you for your loyalty to RIU Hotels & Resorts and for taking the time to give us your feedback and for expressing your concerns. As a global brand, we strive to maintain consistent levels of quality in all our hotels.

It is true that our Palace brand hotels belong to our more sophisticated collection of hotels. However, we are committed to provide excellent quality of our products and services to our guests and for this reason we are sorry to learn that this time your experience did not live up to what you usually expect from us and that you have left our hotel thinking otherwise.

Please be assured that we have sent your comments and suggestions to the respective heads of departments involved and actions would be taken to address all your concerns.

We sincerely hope that we will one day be able to welcome you back to our hotel and have a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

ClubHotel Riu Ocho Rios
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 April 2018

Visited this hotel last week for a one week holiday. The hotel is 15 minutes by car to Ocho Rios (35 dollars return by taxi). A private transfer from the airport will cost around 75 dollars each way. We traveled with Tui from Amsterdam. The outward flight was very long with a stop over in DR (which was then delayed) followed by a slow 2 plus hours transfer..which made the journey unnecessarily tedious, The return transfer also began 5.5 hours before our scheduled flight time, which also was delayed, possibly due to unrealistic timings for the stop over in DR. The hotel itself is kept very clean and tidy and the central gardens are immaculate. There are several restaurants where you can eat from a plentiful buffet and one restaurant that offers table service. (plus three other restaurants that are for guests staying in non standard rooms only). There is one small restaurant open outside of regular meal times, but the food here is well below standard.
Check in on arrival was very quick and the room itself pleasant but with a dated (colonial) style. Most rooms overlook a very attractive central garden and have some view of the beach and pool. The room had two small double beds a small sitting area, cable TV and airco and a well stocked drinks fridge, but no coffee making facilities. Personally, I would prefer to be able to make tea than drink rum and cola in my room. It is quite a walk to get one from a restaurant. The bathroom had a pump dispenser with a low quality shower gel, and small tablets of soap were provided, so be sure to bring your own toiletries and shampoos. On several occasions, our bed linen felt very damp. Reception said this was because the air conditioning was off, the housekeeper said it was because it was turned on. It was uncomfortable whatever the reason. Rooms were cleaned daily. The room had a strange musky smell, possibly from the dampness.
I was impressed by the absence of insects. No flies, no mosquitoes anywhere despite heavy rain.
There is one thing that you cannot escape at this hotel...it is NOISE. Constant repetitive music (and loud people) blaring from all directions, seemingly in competition with each other. It is impossible to escape it whether you sit on the beach, in your room, by the pool or in the restaurants. If you enjoy or can tolerate loud noise 24/7, then you will enjoy this hotel. If not, stay away. The hotel offers nightly entertainment shows, some of which were very good. The live music was ok the first time..but there are only a few songs in their play list, which are repeated nightly. only so many times you can listen to ONE LOVE!!!...Smoking is not permitted in any public area (inside or outside) and smokers must go to one corner of the hotel to imbibe. Again, this may suit some people, others, not. The cocktail bars lack the flare I have experienced at other Riu hotels.
Most of the staff are very pleasant. Michael, by the steak restaurant stands out in particular, charming and funny, (balancing wine bottles on his head), deserves a particular commendation. The wine itself is unpalatable and the food served cold, but still a nicer experience than the noisy buffets and worth waiting to sit somewhere more comfortable. I have given a 3 star rating. I think if you are travelling to Jamaica, It is a good value hotel, but not recommended for a restful holiday.

  • Stayed: April 2018, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank anniegetyerguns
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Ocho Rios, responded to this reviewResponded 9 April 2018

Dear guest,

Thank you for choosing RIU Hotels & Resorts and taking time to give us such detailed feedback.

As a service-oriented hotel chain, we really appreciate your positive comments about our staff and we shared your message with Michael at the Steakhouse as he too will appreciate this immensely.

Furthermore, we were pleased to read that you were satisfied with the food served in our restaurants, which is prepared daily with the utmost care and using fresh ingredients.

On the other hand, we are sorry that you sometimes felt disturbed by the noise of other guests and wish to inform that as a global brand, we do offer accommodation to guests of all ages, nationalities as well as personal backgrounds and due to this reason they enjoy their holidays differently based on their individual preferences. We would like to apologize for any inconvenience this may have caused.

Humidity is something very typical of a tropical climate, especially in Ocho Rios whose surroundings are mainly composed of beautiful vegetation. Our internal system is created to mitigate this, so that we regret to hear that we could not find a solution that could help you to enjoy your time at our hotel.

We sincerely hope you will choose to visit one of our worldwide available hotels again, and give us a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

ClubHotel Riu Ocho Rios
Online Reputation Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 April 2018 via mobile

I really have no complaints about our stay. We stayed on the deluxe side and our room was lovely. I don’t really understand the complaints about dated rooms. Our rooms were cleaned daily, well air conditioned and had all the required amenities. I don’t go to Jamaica to sit my room. The property is lovely. We really enjoyed the pools and beach. Unfortunately our snorkel trip was canceled due to rough seas. While disappointed I appreciated staff keeping guests safe. And the food. It was great. I enjoyed meeting the head chef. I asked him about one of the dishes and he took me right in the kitchen to see it being prepared! Staff was attentive and friendly to us. I look forward to returning to RIU Ocho Rios.

Stayed: March 2018, travelled with family
8  Thank arg1126
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 April 2018

We returned from our holiday on Thursday (29/02/18) after our second (but not our last) visit to the Club Riu Ocho Rios.

From the minute we arrived it was fun all the way. My husband and I treated the hotel like a ship which only added to the fun. Sometimes it was a bit choppy but I think that depended on how many Gin’s / Beers we had (lol)

Our room with a view was amazing, you could see the sunrise every morning. It had a lovely large balcony where we could sit and chill out late afternoon.

From Reception to Housekeeping everyone was really friendly and attentive and would do anything for you. The pool, bar and entertainment staff they were one of the same (well you would think they were) they all had fun in the sun with us.

The entertainment staff really do work hard and put on great show’s even better when you take part!

The restaurant’s have an amazing selection of food from speciality to the more traditional buffet.

Thank you Club Riu Ocho Rios for yet another amazing holiday. See you all again soon XXXX.

  • Stayed: March 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
5  Thank Jacqui D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 April 2018 via mobile

We have been to this resort about 5 years ago, we came back because of the cleanliness. They are cleaning 24/7 you have wont see a bug here !!!! Entertainment also the second reason we came back always have the nightly shows going on! Food- RIU please get some grilled shrimp or something lacking on the seafood and if you are going to charge people to stay in the deluxe side put a deluxe beach grill so people don’t have to walk so far! Im sure you can cater a-little better to those who ate upgrading other than a quieter pool and one Japanese restaurant.. all in all we would come back here.

Stayed: March 2018, travelled with family
4  Thank oreo1438
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
View more reviews