"I am writing to formally express my extreme dissatisfaction with the customer service I received during my stay at Rui Palace Antillas - Adults Only from May 28, 2026 to May 31, 2026. As a frequent traveler, I am incredibly disappointed with the lack of hospitality and unprofessionalism displayed by your front desk staff, Rebeling.
Upon arrival, I was not provided with any information regarding the resort itself, beach access, pool hours, restaurant and club locations, operating hours, or where to have lunch after a long travel day, which is unacceptable for a resort of this caliber. Furthermore, I was assigned a wheelchair-accessible room, despite not booking or requiring one. When I sought assistance, I was dismissively told to check the app instead of receiving service. I was initially assigned to room 537, the hallway was extremely humid with worn carpet and a horrible smell. As a solo female traveler I was assigned a room at the very end of the hallway beside an exit door with chipped paint and didn’t close completely. I did not feel safe and had trouble sleeping because of the room I was given.
The staff member, Rebeling I interacted with was unprofessional, unpleasant, and lacked any form of empathy toward guests. Her attitude was not only unfriendly but also suggested a lack of desire to assist guests, making her unsuitable for a front-desk position.
Due to this experience, I am questioning my future loyalty to the RUI brand."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
