Riu Atoll Hotel and Palace Hotel

Disappointed booking

Dear Sir/Madam, I am writing to express my dissatisfaction with the handling of my reservation at your hotel, Riu Palace. I had booked a total of 7 rooms—including 6 Elite Club rooms—in April 2026 for our stay from 12 to 14 June 2026. An additional room was booked last week for two more guests. Prior to our arrival, I had clearly communicated via email my request for a ground floor room for an elderly guest aged 88, considering the obvious mobility concerns. However, I was informed by Mariam from the reception that a supplement would be required in order to accommodate this request. I would also like to highlight the following concern. I contacted your reception and spoke to a staff member who identified herself as Rukmanee. During the call, I inquired whether any consideration or discount could be provided given that one of our guests is an elderly pensioner. She informed me that this would depend on room availability. I subsequently called again last week and once more on the eve of our check-in, specifically asking to speak with Rukmanee. Each time, I was put through to the same person. She confirmed that two rooms would be upgraded to ground floor level, one for the elderly guest and another for a pregnant guest, and clearly stated that no additional fee would be charged, describing it as a gesture from the hotel. However, upon our arrival yesterday, the Reception Manager informed us that no such arrangement had been made. Furthermore, he stated that no staff member by the name of Rukmanee works at your hotel, despite me presenting proof of an email received from your reception under that name.if required, we would like to highlight that there should be a recording of the phone conversation handled by your reception on Thursday, 11th June 2026 at 10.12 a.m and the person identifying herself as Rukmanee laughing and enjoying herself And treating me as a joke. This situation was extremely disappointing and unprofessional. Additionally, the attitude of Mariam at reception—who appeared to be laughing at the situation—was inappropriate and made us feel disrespected. We also requested to speak with management but were informed that you were unavailable. I kindly ask that you investigate this matter, as such behavior reflects poorly on your establishment. It is unacceptable for guests to be misinformed in this manner. While I appreciate the kindness shown by the Reception Manager, I am overall very dissatisfied with the service provided, particularly with the conduct at reception, and it is not a hotel I would recommend based on this experience. From Karuna