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 don’t believe Orbitz was an error, but in any case, an orbit, customer service agent contacted the hotel to negotiate a solution, and I could hear the receptionist’s side of the conversation from the lobby and she was basically raising her voice and telling them they needed to do their job of “authorizing the merchant account” or something. The front desk agent seemed very stubborn, inexperienced and unprofessional . The situation: I had rented three rooms and Orbitz customer service canceled one of them via the phone at my request because my travel colleague had become and was not coming on the trip. They were supposed to cancel Veronica Sjoen‘s room, but they canceled mine by accident and even though I paid for all rooms and had the confirmation numbers for all three rooms, and I showed that information to the front desk clerk, she refused to give me the room I had paid for because it was in my colleagues name. She claimed it was against the law and she would be fired. I became desperate for sleep after 1.5 hours in the lobby (Orbitz had me on hold for 1hr 12m while I sat in the lobby) and was willing to purchase another room at face value, but she then told me the hotel was sold out. So she presented no solution and Orbitz ultimately moved me to another available room at a different hotel nearby which they covered cost of. And the only empty room in the hotel sat empty all night b/c I paid for it but couldn’t have it.

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.