I had submitted a complaint back in June 2014 and apparently was issued a Voucher. I have not received the Voucher and Submitted a complaint to receive the voucher that was issued and a Representative by the name of Francesca Pinder sent an email that the matter was closed in 2015. I was unaware that this matter was closed and I have not received the voucher that was issued. All information is attached,

My name is Maria Cugliari and my husband's name is Michael Lotfy. We have stayed at the RIU Palace Tropical Bay on June 18th -25th, 2014. This is our 3rd RIU Resort that we have stayed at and I must say that the RIU Palace Tropical Bay was the worst!!! Normally when a customer is dissatisfied, you make it a point to accommodate them but in this case, no one cared!

I firmly believe you need to re-train your employees on Customer Service! They apparently need to be re-educated. Obviously they lack education! This is not the way you treat your customers. Horrible service!!!

We booked for our wedding which took place on the 21st of June, 2014. We had a total of 25 guests that booked at your Resort for our Wedding. I am writing to let you know that we are very disappointed with our stay at the RIU Palace Tropical Bay.

First: Check-In (June 18th, 2014)

I was guaranteed that all my guests, which were our families and friends, would be staying at the same building so that we could all be together. The rooms were all over the place! When we tried to discuss this with the representative it seemed that she was not very interested and would not even attempt to help. Such a disappointment! We were all tired from the flight and did not want to argue.

Second: Renova Spa Manicure/Pedicure (June 20th, 2014) - Hair & Make-up (June 21st, 2014)

The manicures and pedicures are a complete rip-off. The nail polish kept on peeling. It was not worth the amount of money spent!

My Mother (Mafalda Iuliano) had done her hair and make-up on the 21st of June. I must tell you that she was very dissatisfied with the hairstyle. She ended up fixing it herself and the hairstylist did not even attempt to help her and she ended up taking the tip even though she did nothing. I paid $240.00 for the entire service but I feel that it was a rip-off due to the attitude from the hairstylist. HORRIBLE!!!

Third: Wedding Dinner Reception - Steakhouse (June 21st, 2014) 6:30pm

The Steakhouse Menu specifically states lobster but apparently it was unavailable and they substituted with shrimp. My guests were very disappointed and mislead!

The lights kept going on and off in the restaurant making it very uncomfortable for my guests as they were all eating. It went off and on 5 TIMES! What the HELL! Shouldn't there be some sort of back-up generators for those types of incidences!

HUGE DISAPPOINTMENT FOR MY WEDDING DINNER!

Fourth: Jacuzzi bath tub not working (June 23rd, 2014)

At this point, my husband and I have had ENOUGH! The tub jets were not working. For the amount of money we had paid for this suite (1106), it was so not worth it!!! The technician couldn't even fix it. Why do you have a technician that doesn't know how to fix a bath tub with jets! The only option Miriam gave us is to move to another room 1 day before we leave! How disgusting is that!!! So inconvenient! My husband and I are so unhappy with this resort!

Fifth: Tipping

I am all for tipping. But I do not tolerate greed! Unfortunately, the service was disgusting and I still tipped them. The staff members are miserable. I wasn't the first to notice. Many others have made the same comments. The staff members don't like to smile at all! What the hell! Do they hate their job that much! WOW, who is the hiring Manager and why doesn't he or she do anything about it!

Sixth: Arrival in Toronto, Canada (June 25th, 2014)

My husband and I checked out at 5:30am and arrived at home late afternoon. My husband suddenly realized that he had left his IPOD in the room in Jamaica. I called right away and asked for Miriam, I explained the situation to her and the representative said that Miriam wasn't in and said that the room was already taken by other guests and to send an email with my request! I was livid at this point. I tried calling again asking for Miriam and I got a gentleman on the phone that completely brushed me off and said to email my request! The IPOD has obviously been taken at that point by either the cleaners or someone else!!! Disgusting Service! NO ONE TOOK THE TIME FOR US!

We chose this resort for our wedding on the 21st of June and had 25 guests that attended. I failed to do my research on Trip Advisor and now I know why the Resort is losing business. There are so many bad reviews on Trip Advisor. I had an amazing experience at the RIU Palace Aruba and Riu Palace Bavaro. I cannot say the same for the RIU Palace Tropical Bay. The management need to re-think their hiring techniques. Hire people with professional demeanour, motivated, positive attitude and sincerity.

We are completely disgusted with this resort!

I do hope that this email reaches the appropriate person. I will comment on Trip Advisor on the Staff, Management and Renova Spa staff and services! I guess it will add to the rest of the bad reviews!

Maria Cugliari-Lotfy

Michael Lotfy