Riu Yucatan

Be on our way to the airport soon .have had a wonderful holiday here .food amazing with so much choice rooms comfortable and kept very clean. Gardens immaculate ! Lovley pools plenty of sun loungers ! All bars and entertainment really good 👍 best thing we will remember is our waitress Pauola always had a smile and such a lovley lady very good at her job thanks Paula keep smiling and being you because you are amazing 👏

I am extremely disappointed with my experience at Hotel Riu Yucatan, particularly because of an incident involving a front-desk employee named Nari at the end of our stay.

Our transportation pickup was scheduled for 4:00 AM, so we were waiting for our ride before leaving the resort. When my group went outside and got into our car, security stopped us and told us we could not leave because we had not checked out. We had not been told that we needed to complete checkout before leaving, so we went inside to resolve the issue.

At the front desk, Nari told us that we could not leave because we had spent approximately an hour at the bar and another 30 minutes sitting outside. We explained that we had simply been waiting for our transportation. He told us we needed our room keys, which were still in our room, and said we could not leave without them.

We eventually went through the process of having our wristbands removed and getting new room keys so that we could return to our room, retrieve the original keys, and complete checkout.

While this was happening, I told Nari that I was recording the interaction. He then forcibly took my phone out of my hand and physically grabbed me. He demanded that I delete the video and would not allow me to leave until he believed I had deleted it. He also told me that I was not allowed to leave the resort or return to America.

I have video evidence of the incident and have preserved it.

This was incredibly frightening and completely unacceptable. A hotel employee should never make a guest feel physically unsafe, take their personal property, or prevent them from leaving.

I have contacted RIU regarding this incident and am requesting that management investigate what happened, preserve the resort’s security footage, and take appropriate action. I am also contacting Delta Vacations because this resort was part of my vacation package.

The resort itself may have beautiful amenities, but the way this situation was handled by the front desk and security completely overshadowed our stay. I hope RIU management takes this incident seriously and reviews the conduct of the employees involved.