I booked to take my father to a RIU Hotel we have visited 10 times. I booked the free cancellation option but asked the hotel if I could pay up front so we weren’t messing around sorting payment when we arrived. 3 weeks prior to arrival my father was admitted to hospital for emergency surgery and will not be fit to travel. I contacted both the hotel and the RIU group and they have cancelled my booking but are saying I haven’t paid. I have £1600 gone from my account and also received a payment confirmation from them. I’ve spoken to my bank who are now trying to help but have been advised they also set this up as a monthly recurring payment. After so many happy holidays with RIU I will unfortunately never book again. Just still hoping it will be sorted.
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