Check-in was smooth, and the exterior of the resort is well maintained. Restaurant and bar staff were generally pleasant. Unfortunately, that is where the positives end.The guest rooms are extremely outdated with poorly executed, cheap finishes that do not reflect a resort experience. More concerning, however, was the conduct of the front desk and management, which turned our stay into a stressful and alarming experience.During housekeeping, minor makeup residue was noted on towels and sheets—normal wear and tear for a beach resort. Nothing excessive or damaged. Despite this, housekeeping never replaced our towels or changed our sheets during our entire stay.A day before checkout, we received an email claiming we owed $520 for towel and sheet “damages.” We were not connected to WiFi often and did not see the email immediately. That same evening, around 7/8 PM, security and housekeeping repeatedly came to our room—knocking aggressively and calling the hotel phone back-to-back.When we did not answer because we were napping, housekeeping unlocked and entered our room without consent in an attempt to address the charge. They noticed we were asleep and left. This was extremely frightening and a serious violation of privacy and safety. We have never experienced anything like this at a hotel.We are not opposed to replacing towels if necessary, but $520 is an outrageous and unreasonable charge. During checkout, the situation escalated further when we were refused the ability to leave the resort and were told the hotel would call the airport to prevent us from leaving Jamaica if we did not pay. Being threatened over towels is completely unacceptable.After significant back-and-forth, staff claimed to “meet with a manager” and reduced the charge to $200, which we still felt was unreasonable but paid under pressure just to leave. Even then, they attempted to charge us $240, contradicting what was just agreed upon.To make matters worse, we spoke with multiple staff members across the property, none of whom were aware of this supposed policy or could explain why it was never disclosed at check-in.This experience felt predatory, particularly as two young women traveling together. The intimidation, lack of transparency, harassment, and unauthorized room entry completely overshadowed any positives of the stay.We will never stay at a RIU property again and strongly caution others to be aware of these practices before booking.
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