We really enjoyed our time at this resort. My only complaint about the room is the quality of the mattress and pillows, which was tough to contend with for an 8 night stay. We both had back and neck pain after leaving. The pillows were flat and there were only 3 standard pillows on a king sized bed. To be fair, we probably could’ve requested more and been accommodated. The staff was all extremely friendly. We really appreciated the hand sanitizer prior to entering each restaurant and how the staff took covid precautions and masking seriously. We saw them politely remind several people if they forgot when they got up from their tables. I don’t recommend the room service. We ordered a few different fairly disappointing items. We also did not care for the steaks at Isla Mujeres restaurant. The meat looked grey so we just didn’t go back and problem solved. There was also a daily bbq at the pools as well as a sports bar to pick up snacks throughout the day. The beach was GORGEOUS with shades of blue, turquoise, and green. The pools were very nice and had a lot of seating. The rooms are very modern and well decorated, with great balconies. We only attended one show (The Vegas show) preceded by a children’s show. Both were fun and entertaining. I was disappointed to find we would receive no free airport transfer due to booking through Orbitz rather than the hotel. I don’t know if this is standard practice and if it is, what a poor practice. I would think a hotel would want to be accommodating to all of its guests, regardless of the platform used to book a room. After all, we still chose you. Overall, we would definitely choose to stay at a Riu Resort again in the future. Thank you for an excellent time.

I’ve used many other similar apps in the past without incident. My husband has a few days off so we decided to go away just him & I for 2 nights. I was a blank slate when I started to look for hotels. I didn’t even have a set location! I had 2 requirements, one, the room needed a balcony, two, the room needed to have a jacuzzi. This being said I began my search, I felt that I was fairly easy as I didn’t even care where I was going as long as it was within a few hours of home. I ended up on Orbitz somehow and booked a beautiful room that met my requirements. Upon receiving confirmation email I noticed that nowhere on any of the information I was sent did it say my room was to have anything more than a king size bed. I worried that we would arrive and be given a different room than pictured. I went onto hotel website and found room I booked, by use of pictures, I also noticed that the price of this room was more than $25 cheaper!!! I called Orbitz which was useless. They had a wait time of 4hours. I had to go through the booking site and use the chat bot to finally get a real person who could type back. He was unable to verify I would receive room pictured, he was very kind but was not too helpful. I was supplied a link to file a claim for the price difference. I can only imagine how that process will go, if this first experience says anything I’m fairly certain being refunded the overcharge will be ridiculous. To recap, be careful, you are not necessarily given room you are shown while booking. You should absolutely check the actual website for hotels to verify the pricing. I won’t be using Orbitz again.

I have been a member with this platform for over 10 years and made many orders from the App. Overall I am quite happy with using this app until the latest one I booked a hotel with it. Last weekend I was in a business trip to Fresno,CA and I wanted to book a hotel for my stay . When I input the hotel name it automatically popped up the hotel what I was looking for and I made a reservation on this App ( I didn’t notice the location was not around me In Fresno but over 200 miles away in Napa Valley) . In 20 minutes after I made reservation I realized I booked wrong hotel and then called hotel immediately, but I was told I have to contact to Orbitz team to cancel and refund. I instantly called the customer service team and also submitted the request through the live chat on app. The call center seems outsourcing in India or somewhere and no response for my request for nearly one hour. I called them again to push them and asked them if I can book another local hotel while they are still working on it. They just told me no worries they are waiting for the approval from the property . Later after I already checked in another hotel I received two emails from Orbitz. One saying there were still working on it and the other saying they already talked with the property (not the one I just booked and requested the cancellation but the hotel I stayed previously , what a mess! ) but unfortunately the property didn’t approve it . And next day I received another email saying they can’t refund the reservation which I didn’t even check in that hotel. So bad and disappointed with the service.

I rented a car last November from Thrifty Car rental via Orbitz. I included the rental car insurance through AIG. A no-fault scratch on the side of the door required that I submit a claim. It’s been 3 1/2 months, I provided endless paperwork multiple times, and when you think you’re done with it, they want something else that you cannot provide, we don’t have access to. I will never recommend that no one ever use Orbitz car rental insurance. They do everything they can to not pay, to make you provide endless documentation, and never follow up. I’ve had at least a dozen calls to AIG to help get this thing sorted out - from November to the end of March 2023, they still want more paperwork - for example, they want you to itemize the terms and conditions for the local contract. You signed with the rental company as well as the rental companies, general policy terms and conditions. They also want you to work with the rental company to provide all the cost associated with the damage to the vehicle, such as loss of use, administrative costs, processing costs, as well as actual repair costs. I provided them with an invoice and the charges from the repair service. It took me a month to get from Thrifty Car rental. I filled out all the paperwork required by the insurance company, provided them with the incident report, copies of the contracts, images of the scratches, documentation from Thrifty such as damage estimates as well as an invoice for the repair. It’s endless.It cost a little more to get it directly through the rental company, but it’s no hassle. If you value your time, and yet to value a company with integrity, don’t do the Orbitz Rental car insurance -