Buyer beware: Real reviewI will start by saying this is the first time I have used Southwest Vacations. I always book my own. We stayed in multiple RIU resorts over the last 8 years. We most recently stayed at RIU Palace Peninsula for the second time. We had a group with 3 rooms booked. My room was to have connected 2 bedroom jr. suite with sea view. My mom 1 junior suite with sea view and our friend jr suite with sea view. We arrive and the hotel is over booked. There are no connected rooms available. They put us in 2 separate Jr suite with sea view. While the rooms are right next to each other they aren’t connected. Told to check the next day so they can move us. Guess what it wasn’t available then either. Would you place your young kids in a their own room in Mexico? Another country? Of course you wouldn’t. So, me and my wife got to sleep in separate rooms so we can make sure our children are safe. We book connected because we like to have “alone time” but can keep the door between where we know where our children are and can hear in the room. My mom got the correct Jr. Suite with Sea view with king bed. The other couple should have had the same but they didn’t have one and was placed in a junior suite with balcony with 2 beds. When we asked they said they can just swap rooms. My mom agreed to swap since she didn’t need a king by herself. They didn’t swap it in the system just told them to trade key cards. So I file a complaint after returning home and was told I received the contracted reservation as I had 2 jr. suite with sea view. They also said for the mess ups they offered everyone in our party a free massage. That never happened. The spa was never mentioned. They are full of it.Southwest says it’s the resort and the resort says I paid Southwest. There is not refund or credit offered. Do not use Southwest to book your trips.
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