Palm Beach

Our stay at RIU Palace Aruba was extremely disappointing. After a five-hour flight, we were exhausted and frustrated to learn that our room had already been ready for about an hour, yet we were still left waiting before being allowed to settle in. We specifically paid to upgrade to Elite Club because of the premium alcohol and other benefits. However, the alcohol that was supposed to be in our room was missing. After leaving the resort for the day and returning around 11:20 PM, we found that the minibar still had no alcohol and was also missing water. We also experienced issues with basic toiletries not being provided. On top of that, our room key/lock malfunctioned, leaving us locked out for hours and adding even more frustration to an already disappointing experience. During one interaction, Peter was rude and unhelpful, which made the situation worse. Zayranne and Maria were two of the staff members who were pleasant and accommodating and genuinely tried to assist us. Overall, we paid for an upgraded Elite experience but encountered repeated service failures, missing amenities, poor communication, an uncomfortable interaction with staff, and a major room-access issue. Management did not adequately resolve these problems or provide the level of service we expected for what we paid.

Everything was great!