RIU Reggae

Unfortunately, our experience at this Riu was disappointing compared to other Riu locations we’ve stayed at. Most staff were unfriendly, especially at check-in, where we felt unwelcome and rarely received a smile or friendly greeting.

The lunch buffet service was particularly poor. After seating ourselves, we waited to be greeted or asked what we wanted to drink. Although a waitress eventually came over, we were never checked on again, while staff were often huddled together talking instead of attending to guests. We found the service rude and inattentive, especially considering tips are customary, yet the service did not feel deserving of one.

There was also little to no drink service on the beach, and the lack of umbrellas next to the beach chairs was very inconvenient. Our room phone did not work for the entire stay despite reporting it multiple times, forcing us to go downstairs whenever we needed housekeeping or the front desk.

The hotel having only one elevator was another major inconvenience. While there are stairs, they are not practical for guests with knee or mobility issues, making the resort difficult to navigate and not very accessibility-friendly.

Overall, the lack of hospitality, attentive service, and basic conveniences was disappointing, particularly compared to our experiences at other Riu properties.

I stayed at RIU Reggae from 25 October to 3 November 2025, arriving before Hurricane Melissa and remaining at the resort through the hurricane and its aftermath.

I want to be clear that I do not blame RIU for a natural disaster. My disappointment is with how the situation was communicated and managed once the hurricane had passed.

Before the hurricane, communication was reasonably adequate. However, from 29 October onwards, it deteriorated significantly. Guests had been told we would be checked on and informed when it was safe to leave our rooms for breakfast, but this did not happen. I was left to determine for myself when it was safe to leave my room, which was extremely unsettling as a solo traveller.

There was very little clear information about what was happening. We received limited updates about meals, hotel operations and safety. There was no guidance about how to contact family when mobile signal and Wi-Fi were unavailable. I later discovered independently that RIU Montego Bay had connectivity, but this was not communicated to us.

Water supplies became restricted without clear communication, and bottled water that had been promised to rooms was not delivered. When generator power subsequently failed, communication became even more limited.

I also experienced problems with my room. My balcony became unusable because of a strong sewage smell and was covered with red ants, including an active nest. My room key repeatedly malfunctioned, which was particularly concerning as a solo traveller. On occasions, staff needed to pass through my room to access other areas of the building, which added to my concerns about privacy and security.

Understandably, many of the hotel's facilities were unavailable following the hurricane, including the beach, pools, gym and entertainment areas. I completely understood that these things were outside the hotel's immediate control. What I found difficult was the lack of clear communication about what was available, what we could expect each day, and what support was being provided while the resort was operating under these circumstances.

I do want to acknowledge the frontline staff who continued working in extremely difficult circumstances. Some staff members were kind and did their best under very challenging conditions. My criticism is primarily about the overall communication and management of the situation.

After returning home, I made a formal complaint to RIU and requested a full refund and compensation. Following several exchanges, RIU provided its final response in January 2026, refusing my request. I received no refund or compensation whatsoever.

Since then, I have found public accounts from other Riu Reggae guests affected by Hurricane Melissa, including one guest who states that RIU told them a full refund would be processed. I cannot comment on the circumstances of that guest's case or whether they ultimately received it, but this understandably made me question why my own experience was treated differently.

Hurricane Melissa was an exceptional event, and I appreciate that there were circumstances beyond the hotel's control. My disappointment is not that a hurricane happened. It is that, during the aftermath, I did not feel adequately informed, supported or reassured, and ultimately felt that the seriousness of my experience was not reflected in RIU's response to my complaint.

I hope RIU learns from this experience and improves its communication and crisis procedures for future guests.