Aruba Forums at Visit Aruba

Aruba Forums at Visit Aruba (https://bb.visitaruba.com/index.php)
-   Aruba Grand/Riu (https://bb.visitaruba.com/forumdisplay.php?f=41)
-   -   Riu Just Keeps Getting Worse (https://bb.visitaruba.com/showthread.php?t=12123)

mbag007 Wednesday, June 10th, 2009 09:33 AM

Riu Just Keeps Getting Worse
 
My wife and i are timeshare owners here since 2003.this was by far our worse trip.We just returned June 5th. If you do not get the all-inclusive you will feel like a redheaded step child.My wife wanted a drink at the bar inside the hotel, we were told we were not allowed to purchase drinks because we didn't have a blue band on. On Sat. my wife took a shower, when she started to dry herself off with a soiled towel. When I seen the towel I brought it down to the front desk and spoke with Loreen ( manager) to show her what my wife dried her self off with. She said she was very sorry, this should not happen in a 5 star hotel. She said on Monday she would speak to Richard Velasco about this. When I didn't here from Richard I went to his office to speak to him. He looked up at me after I showed him a pic of the soiled towel on my camera and explained to him how gross and filthy our room was. I also told him the TV was broke along with the toaster. He then started to raise his voice at me saying he was sick and tired of you timesharer's complaining about everything. I told him how would you like your wife drying herself off with a crappy towel. I also asked him what kind of Director treats his customer's like this yelling at them instead of asking is your wife ok i'm very sorry for this.His reply to me you timesharer's are here cheap all you pay is Maint. the other customers pay over $300 a day each. I called the tourism dept. spoke to this man named Castro, he said he would contact Richard and get back to me. Mr. Castro turned out to be useless he never called Richard and didn't get back to me. I wish i had something more positive to write about this hotel and this clown they call director, but I don't. I think next year my wife and I are going to join interval international and trade our timeshare and go somewhere we are appreciated.

lindaspooky Wednesday, June 10th, 2009 02:49 PM

Re: Riu Just Keeps Getting Worse
 
Unfortunately I think they are doing this on purpose to try to push us out.
I believe legally they can't so maybe they figure if they make the conditions so bad we'll all just stop coming.

I have 20 weeks on 1 unit and 26 on another. I have no intention of giving them up. I don't use the facilities other than the beach and the room to sleep in. I won't eat or drink there, I'd rather spend my money in the local establishments.

I'm not sure if calling the tourism department is the correct route, I don't believe they are a member of AHATA so there is little they can do.
There must be some government office or department that handles conditions of rooms etc. Maybe someone else on the board can advise who we can contact.

I know Jon Kirshner who heads up our timeshare network has been looking into several complaints and might be of some help.

Linda

LynnS Wednesday, June 10th, 2009 10:40 PM

Re: Riu Just Keeps Getting Worse
 
I have to agree with Linda.Not sure if it is Riu, Richard or both that want us gone. Richard only wants to hear positive feedback and have his ego stroked. Maybe we would not need to complain all the time if they would take care of the day-day maintenance. Would it have been different if a "paying" guest had used that towel?
I don't think many negatives reach the top management and it may not matter even if it did.
We have 4 weeks with many weeks left on each. I refuse to give in and "let them win." If Riu wants my unit then make me a market value offer.
I am looking forward to my vacation in July and will keep my fingers crossed that all goes well.

Sorry this happened to you and thanks for the report. Hope you continue to post.

rdharles Thursday, June 11th, 2009 10:25 PM

Re: Riu Just Keeps Getting Worse
 
It's absolutely horrific what is happening to us. I've been to Aruba 12 times and have never met a single person that has had anything positive to say about Richard (employee or guest). He has a reputation for cutting corners (especially with us "useless" timeshare owners) and doesn't care who suffers and long as he saves money for "the company". I'm 100% with Lynn and Linda, I have 30 weeks left on my contract and I'm going show up every year a be a huge pain in the butt until they buy me out for a fair and reasonable price. Either that or the RIU finally wakes up and fires Richard and agrees to upgrade our units (with our help "$$") to make the place decent and respectable once again.
R.D.

mbag007 Friday, June 12th, 2009 08:29 AM

Re: Riu Just Keeps Getting Worse
 
Thanks for all your input guy's. After speaking to my wife, I think we will fight the fight with the Riu and especially Richard. This guy was so smug when i was in his office he hardly picked his head up to look at me when he spoke, he acted like he was to busy for my problems. When I was leaving the hotel on Friday morning to go home,Jelishka came up to me and said Richard could have handled the problem in a more professional manor.I would really hate to give up on this and not come back to this beautiful island. The weather is great the people i met for the most part are wonderful and great restaurants. The only thing missing is a hotel that treats all of us with a little respect and not make us (timesharer's) feel like we are second class customers.

Thanks,

Michael

LynnS Friday, June 12th, 2009 07:48 PM

Re: Riu Just Keeps Getting Worse
 
Michael-glad you posted again and are reconsidering your decision. I refuse to let Richard/Riu win. If I have a problem with the unit I start with hosekeeping/maintenance,Jelishka and when necessary Richard.
My biggest complaint is the sofa. If that would be replaced I would be happy. Not all units need all things. Do what needs to be done when it needs to be done and the units would not be in the condition they are in.
I will give an example. I have a unit on the 5th floor. The microwave broke-it was taken off the wall and a small counter one was put in. Not a big deal-it is big enough for what I do BUT thye left the bracket on the wall-this was 2 yrs. ago. Please-put in a wall unit or take the bracket down and paint the wall. General every day maintenance is not being done and it was not done when it was the AG! JMHO>
One of the comments that you posted really bothered my husband and I-- We ONLY pay maint. we are there cheap??? Excuse me- What about the cost of the unit!
Sorry-done venting.
Thanks again for your 2nd post-

arubanut Saturday, June 13th, 2009 12:10 PM

Re: Riu Just Keeps Getting Worse
 
Quote:

Originally Posted by LynnS (Post 90153)
...I refuse to let Richard/Riu win. If I have a problem with the unit I start with hosekeeping/maintenance,Jelishka and when necessary Richard.
My biggest complaint is the sofa. If that would be replaced I would be happy. Not all units need all things. Do what needs to be done when it needs to be done and the units would not be in the condition they are in.
I will give an example. I have a unit on the 5th floor. The microwave broke-it was taken off the wall and a small counter one was put in. Not a big deal-it is big enough for what I do BUT thye left the bracket on the wall-this was 2 yrs. ago. Please-put in a wall unit or take the bracket down and paint the wall. General every day maintenance is not being done and it was not done when it was the AG! ...

Very true Lynn,

As you know we have the same unit, my parents bought in 1991.We have been going every year since.

You are right on about the sofa(REPLACE IT!).It is the same sofa from '91.

http://i96.photobucket.com/albums/l1...g?t=1244906793



Overall i have to say they did keep our unit clean.

http://i96.photobucket.com/albums/l1...9/IMG_1449.jpg


Michael, sorry to hear about the towel problem.

I do have to say that housekeeping did a good job for our week stay,the towels in all (3)three bathrooms were replaced every day with plenty of clean one's.
EXCEPT THEY DO NOT SEEM TO TRUST US WITH FACECLOTHS!...
or shampoo!

Looking forward to next April.

lindaspooky Saturday, June 13th, 2009 12:33 PM

Re: Riu Just Keeps Getting Worse
 
We have room 568, last year the carpet was so dirty we wouldn't walk on it barefoot. We mentioned it but didn't make a big deal of it. The person in the unit after us did and she was moved so they could clean it. When we left after week 45 Jelishka said it was being replaced but I don't know if it was.

We always ask housekeeping for extra sheets and we cover the sofas and use towels on the chairs. Even if they can't replace them all they should at least have them cleaned. Even in our other unit, 362, same conditions.

Richards comment about our only cost being our maintenace fee is funny, guess he thinks we all got our units for free. Wonder where/who all that money went to?

I do have to say everytime I speak to him in person he has been friendly and accomodating. I did send him an email after last years stay about the carpeting but never rec'd a response. I wasn't surprised, he doesn't like to deal with anything negative.

Linda

jbk224 Saturday, June 13th, 2009 06:03 PM

Re: Riu Just Keeps Getting Worse
 
Trying to "fight the fight" alone will not help. Please contact me, and our Aruba Grand Time Share Network, so you can be a part of whatever action is taken to protect our interests. We need your participation and documentation. Many who blog on this and other sites are members already.
Visit our website at: AGTSN Aruba Grand Time Share Network
Jon
agtsn1@gmail.com

LynnS Sunday, June 14th, 2009 05:22 PM

Re: Riu Just Keeps Getting Worse
 
arubanut- Thanks for posting the pictures. I may not be a fan of the Riu but I sure do like our unit-old couch and all.:wink_smil
Not many timeshares that we looked at compared in space. Especially like the 2 queen beds in the 2nd bedroom and the 3rd bathroom.

lindaspooky Monday, June 15th, 2009 08:46 AM

Re: Riu Just Keeps Getting Worse
 
Lynn, you are correct as far as space with our units. When we first heard about Riu taking over we looked at several other timeshares and although most were in better condition some didn't have the space we have. I know we don't spend too much time in the room but you do get spoiled by having so much room.

I'm also not a fan of the point system or "season" that some now offer.
I know if you really work the points you can end up with more than 1 week. I like the fact that I don't have to plan and call to reserve a unit hoping to get one for the week I want.

Let's hope something can be done to improve our situation

Linda

LynnS Monday, June 15th, 2009 11:16 AM

Re: Riu Just Keeps Getting Worse
 
I think it would be helpful if we could get a fee break down. Each time the MF goes up "energy" charges on the island are the reason. If this is correct then all the timeshares would raise fees and we pay a daily energy surcharge when we check out.
What is the money being spent on??? Richard can not/will not address this.

We found other resorts we liked-none had the space for the price.

Looking forward to my 3 weeks in July. Will post a report with any new developments.

sccromer1 Tuesday, June 23rd, 2009 11:42 AM

Re: Riu Just Keeps Getting Worse
 
Good Luck! We are not even sure we can trade through II any more. I know we were cut off during the construction and the last time I checked, The RPC was not even in the II catalogue any more. We stopped our membership when we asked to trade during the construction and were told "no" because we did not have anything to trade, even though we own 4 weeks at the RPC. Let me know what they say if you contact them.

bridiev Tuesday, June 23rd, 2009 06:57 PM

Re: Riu Just Keeps Getting Worse
 
I just checked logged onto II and the RPC is on the list for Aruba timeshare swapping.

LynnS Tuesday, June 23rd, 2009 08:47 PM

Re: Riu Just Keeps Getting Worse
 
We deposited our Oct. week with II.
I will be at the Riu in 3 weeks and will attempt to get info from Richard. Will post when we return.

sccromer1 Tuesday, July 28th, 2009 07:37 PM

Re: Riu Just Keeps Getting Worse
 
:cry_smileIT'S TIME TO UP DATE THIS REVIEW BASED UPON EVENTS OF THE PAST YEAR, INCLUDING OUR THREE WEEKS JUST ENDED. When we got there at the beginning of July, the air/c was off and the apartment was at least 102 F. They got it repaired within two days, but we had to sleep in the nude the first 2 nights it was so hot. We had 3 plates, 2 forks, no spoons, 2 coffee cups, no microwave ready dish to use, the frame around the door number was missing one side, the hall carpet is filthy. Jelishka got the dishes straight as soon as we got a list to her, so she's doing her job. It is just that the unit was not ready for the 6 it is supposed to sleep. The windows along the hall for the beach-front units have been sealed closed, so there is no circulation in that hallway and it IS HOT. The furniture continues to deteriorate badly and there are no signs of improvement. The old TVs look like they are out of the 50s. Thus, our rating has dropped drastically!:cry_smile

LynnS Wednesday, August 5th, 2009 09:58 AM

Re: Riu Just Keeps Getting Worse
 
We were in Aruba July 10-31. Richard was on vacation so only spoke with Jelishka briefly.
Units are the same as in the past. If we needed anything we contacted Jelishka or dialed "9" and received what we requested. On occasion it took more than 1 phone call.
We were on the 5th floor- a 1 bedroom unit and for 2 weeks in the 2 bedroom. The carpet is filthy in both units as well as in units that friends were in. Sofa beds are in very poor condition-Jelishka said-they need to be replaced-same comment she made last year.
90% of the time the umbrellas around the pool had to be closed-they actually walked around and told you to close them since it was a hazard to have them open with the wind. DUH!! It is windy in Aruba and the way bldg. A&B sit makes it worse by the pool. I asked why they didn't find a better solution and pointed out that it is always windy in Aruba and we were able to use the umbrellas when it was the Aruba Grand. No response-just repeated that they needed to be closed. Why have umbrellas if they can not be used!!!
The resort did not seem to be as busy the last week-many empty chairs by the pool at 10 am-many more children under the age of 12 than in the past.


sccromer1-sorry about your experience with a/c-I would not have stayed in the unit. We had that problem 1 year and were moved to a different unit until it was fixed.
It is sad that Riu/Richard will not communicate with us. This experience has given us a very negative attitude toward any Riu resort. Certainly not 5 star in this household.:thumbs_do

sccromer1 Wednesday, August 5th, 2009 10:19 AM

Re: Riu Just Keeps Getting Worse
 
We were in a beach-front unit assigned for 3 weeks. ALL of the beach-front are evidently on the same A/C because everyone of them had no A/C so there was no where to go if we wanted to stay on the beach.:(

LynnS Wednesday, August 5th, 2009 12:02 PM

Re: Riu Just Keeps Getting Worse
 
Quote:

Originally Posted by sccromer1 (Post 91351)
We were in a beach-front unit assigned for 3 weeks. ALL of the beach-front are evidently on the same A/C because everyone of them had no A/C so there was no where to go if we wanted to stay on the beach.:(

Sorry you had to start your vacation this way.
Talked with Ted and Norma-they told me you were at the resort-sorry we did not meet.
Hope your next visit is better.

LynnS Thursday, August 6th, 2009 08:52 PM

Re: Riu Just Keeps Getting Worse
 
If any club members have questions/concerns/comments-positive or negative please contact Richard. Let's not sit back and say "I will let the next club member deal with this."

example: a few years ago we went into our unit and the refrigerator did not work-we called and a replacement was brought in that day. I find it hard to believe that not even water was put in by the previous people.

We really need to speak up and not just to Jelishka-she can only handle minor problems. Richard needs to hear them as well.

sccromer1 Saturday, August 15th, 2009 12:13 PM

Re: Riu Just Keeps Getting Worse
 
We were, and bought weeks 15 and 16 from Ted and Norma. Super nice folks. Thax for putting us in touch. We already owned wk 14 on the fifth floor and we hope that our future stays on that floor will be better than our past 3 weeks on the beach.

phil s Saturday, August 22nd, 2009 06:31 PM

Re: Riu Just Keeps Getting Worse
 
times have changed and richard is the devel

LynnS Saturday, August 22nd, 2009 09:39 PM

Re: Riu Just Keeps Getting Worse
 
Quote:

Originally Posted by phil s (Post 91790)
times have changed and richard is the devel


Can you share your experience?

sccromer1 Sunday, August 23rd, 2009 03:30 PM

Re: Riu Just Keeps Getting Worse
 
Please let us know about your experience.

LynnS Tuesday, August 25th, 2009 03:58 PM

Re: Riu Just Keeps Getting Worse
 
Phil- please come back. Inquiring minds want to know.:wink_smil

thomas ryberg Friday, August 28th, 2009 03:15 PM

Re: Riu Just Keeps Getting Worse
 
Have been going to aruba now for seven years Ive stayed at the wyndam hotel for most of that time and now own my own timeshare.my wife and i use to walk thru all the hotels,have a drink swim in any of the pools. what a life every one was friendly.now they have built this over sized hotel right in the midddle of the high rises. you cant walk in cant have a drink. totally all inclusive for guest only.my problem is aruba is known for being a friendly island and most locations have no problem with guest buing a drink at their hotel. the Riu is one place I will never stay no matter what. THANK YOU TO ALL THE OTHER HOTELS FOR YOUR HOSPITATLITY.


All times are GMT -4. The time now is 06:38 AM.

Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2019, vBulletin Solutions Inc.
Copyright 2006 -2011 - CaribMedia.com