Riu Turquoise

Disappointing experience due to sewage odour

We stayed at Hotel Riu Turquoise, Mauritius as a family and were disappointed by the location of our family room. The room appeared to be close to the sewage area, and we experienced an unpleasant sewage-like smell during our stay, which significantly affected our comfort.

The same issue was noticeable around the children’s water park area, where the smell was particularly unpleasant. This is a major concern for a family resort, as this is an area where children spend a lot of time.

The resort itself has many positive aspects, including the beautiful location, friendly staff, and family-focused facilities. However, the odour issue in areas used by families needs urgent attention and impacted our overall experience.

For the price paid and the reputation of the RIU brand, we expected a higher standard of comfort and hygiene.

I had a fantastic stay at RIU Turquoise, but I especially wanted to thank Hema from housekeeping. She kept my room spotless every day, was always so friendly, and on my last day at the hotel she surprised me with a handwritten card and a small Mauritian dodo souvenir. It was such an unexpected and thoughtful gesture that really made my stay memorable. Thank you, Hema, for your kindness and hospitality - you are a real credit to the hotel!

I was want to thank Dinel at front house reception for his exceptional service and friendly customer service.

I chose this RIU property in Mauritius because I had previously stayed at RIU resorts in Aruba, Mexico, and the Bahamas — including during my honeymoon — and always had excellent experiences. Unfortunately, this stay was completely different and extremely disappointing from a customer service perspective.

The hotel itself has a beautiful location and Mauritius is an incredible destination, but the overall guest experience did not match the standards I had come to expect from the RIU brand. The biggest issue was the lack of attention, empathy, and professionalism in handling guest concerns. Simple requests felt difficult, communication was inconsistent, and at times the staff seemed indifferent rather than genuinely focused on hospitality.

What made the experience more frustrating was the comparison with my previous RIU stays, where service felt warm, organized, and customer-oriented. Here, it often felt like guests were an inconvenience instead of a priority. I have many negative experiences from this stay that I could describe, but honestly, I no longer want to waste more time dealing with this hotel.

I tried several times to speak with the manager, but he rarely seemed to be present at the property. Unfortunately, this may explain the complete lack of guest service standards, training, and professionalism that we experienced throughout our stay.

What disappointed me the most was not only the problems themselves, but the apparent lack of concern in resolving them or even listening properly to guests.

I understand that no hotel is perfect and problems can happen anywhere, but what defines a good resort is how they respond to guests. Unfortunately, this property failed significantly in that aspect.

Mauritius deserves to be remembered for its beauty and hospitality, but sadly this hotel experience left a negative impression on what should have been a relaxing and enjoyable trip.

I sincerely hope management takes customer experience more seriously and works to bring this property closer to the standards RIU delivers in other destination.