Information for our clients
Due to the exceptional situation caused by COVID-19, at RIU Hotels & Resorts we have taken safety precautions to ensure the wellbeing of all our customers. We want to give you confidence and peace of mind, and make sure you have an unforgettable stay with us. Due to each country’s legal and health requirements, please be aware that there may be some changes to the usual products and services we offer, or the use of hotel facilities, and they may vary from what is described on our website. When you book your stay with RIU Hotels & Resorts, you indicate your agreement to these potential changes.
To offer you greater flexibility in your booking, we have updated our cancellation policies. Bookings with check-in dates up to 30 April 2021 can be cancelled or changed free of charge. Any changes are subject to the hotels’ availability and to variations in the rate. This does not include non-refundable rates or the following hotels: Hotel Riu La Mola, Hotel Riu Guarana, Hotel Riu Costa del Sol and Hotel Riu Chiclana.
Contact us
Unfortunately our Call Centre teams have also been affected by this situation and, as a result, the telephone service has temporarily been reduced and waiting times are longer. In order to serve you we have created two e-mail addresses:
- For enquiries about your booking, you can send an e-mail to reservations@riu.com
- For other matters, contact us via information@riu.com
Thank you for your understanding. We will get back to you as soon as possible.
Comprehensive manual for post-COVID hotels
RIU Hotels & Resorts has worked hard to create a total of 17 protocols, in collaboration with Preverisk Group, an international consultancy specialising in health and safety advice, auditing and training in the tourist industry.
These safety and hygiene protocols act as a guide for hotel operations as they reopen post-COVID, giving details about each hotel department’s work and how they can apply the new measures in their daily work to offer the highest possible safety guarantees to all guests.
These protocols will continue to develop and be updated in line with the latest available information as the situation develops and as we know more about it.
If you wish, you can download a summary of the health protocol here.