Riu Turquoise

The stay was comfortable and enjoyable. The hotel is upscale, there are many visitors, the meals are varied, and the views are beautiful. Overall, the stay was excellent.

Very disappointing experience. I would not recommend this hotel based on our stay.

From the moment we arrived, we faced several issues that were handled very poorly by the staff.

First, the baggage staff moved our luggage without our permission, which resulted in a surprise cake we had brought being damaged. When we reported this to reception, instead of simply taking responsibility and trying to resolve the issue, they initially kept insisting that we were wrong and that they needed to check the cameras.

After I agreed to the cameras being checked, they finally asked us to bring the cake to reception so they could try to decorate it again. Unfortunately, the decoration they did was poor and certainly did not fix the situation. This was a special surprise cake, and the whole experience completely ruined that moment for us.

Second, the bed in our room had wheels and kept moving from side to side whenever we turned while sleeping. It was extremely uncomfortable and, in my opinion, unacceptable for a hotel room. A basic expectation is to have a stable bed that allows guests to sleep comfortably.

The biggest disappointment, however, was the attitude of the management, particularly Mr. Vivek.

We complained about the food being repetitive for both lunch and dinner, as well as the chicken being extremely dry. Instead of listening to the complaint or trying to offer any solution, Mr. Vivek was rude and dismissive.

We told him to go to the buffet and try the chicken himself. His response was essentially that if he could eat it, then we should be able to eat it as well. Rather than trying to understand our concern or offer an alternative, the response felt dismissive and completely focused on defending the food rather than addressing our complaint.

He repeatedly told us that it was "our opinion" and that he could not help us with it. When we mentioned that we would leave a review about our experience, his response was essentially that we were free to write whatever review we wanted.

For someone in a managerial position, this was extremely disappointing. We were not expecting special treatment—we simply expected our concerns to be heard and some effort to be made to resolve them.

The biggest problem was not that things went wrong; it was the complete lack of willingness to resolve them. Mistakes happen in hotels, but good management should know how to handle complaints professionally. Unfortunately, our experience with Mr. Vivek was rude, dismissive, and showed very little concern for guest satisfaction.

Overall, between the mishandled cake, unstable bed, repetitive and poor-quality food, and especially the attitude of management, this was a very disappointing stay. I would strongly suggest that the hotel management seriously reconsider how guest complaints are handled.

We stayed at Riu Turquoise for 2 nights to celebrate our wedding anniversary. Unfortunately, the experience started poorly. I had contacted Mari Deal for room decoration and was referred to Riu Turquoise, but there was no decoration or welcoming drink upon arrival.

There was also confusion regarding our booking dates. We had asked to change our check-in from the 7th to the 8th, but after being told we had to pay an additional Rs 5,000, we decided to keep the original booking and confirmed the 7th. Despite having already paid in full, we were called on the day of check-in and told we would need to pay more to check in. This was eventually resolved only after we insisted.

Apart from this, Riu Turquoise itself is a beautiful hotel with absolutely delicious food. However, the reception and welcoming experience need serious improvement. We hope management takes this feedback seriously, addresses the communication issues, and ensures that future guests—especially those celebrating special occasions—receive the service and welcome they were promised.