Dear Rui Bambu Team, I am writing to request permission for the following guests staying at Sunscope hotel to visit other family members staying at the Rui Bambu for the day on Sunday, 30/08, my room number is 0411, their names as followed:- • Syreeta Williams • Kamarlah Williams • Anaiyah Williams • Zharlah Williams • Corretta Eccleston-Richmond I would appreciate it if you could advise on any requirements, visitor passes, or procedures that need to be followed to allow this family visit. Thank you for your assistance. I look forward to your response. Kind regards Brenda Menzie Juan assured me that I would receive an email from Customer Service on Friday confirming the booking. However, as of that date, I had not received any email confirmation. Consequently, I approached Juan again and showed him the two emails I had already sent to Customer Service. Juan read my emails and then contacted the Customer Service Manager directly by phone. Following that conversation, Juan informed me that everything had been verbally confirmed for Sunday and once again assured me that I would receive written confirmation by email. On Sunday, my five guests arrived at the RIU hotel front gate at 9:00 a.m. for their day pass visit, only to be informed that there was no booking on record and that I needed to provide a booking reference number. I explained that I had never been given a reference number, despite being assured that the booking had been confirmed. They were required to get out of the taxi at the front gate and wait for the day passed to be confirmed, only to then be charged an additional $5 to be driven from the gate to the hotel. This was an inconvenience and left a poor first impression. I requested to speak with a manager. After explaining the situation, including the fact that I had sent two emails and received no response, the Front Desk Manager, Rodriguez, eventually agreed to check my guests in for a day pass. By this point, approximately one hour had already been lost. We were also concerned by an attempt to overcharge us at reception. The young receptionist advised that the total cost was $500. It was only after we raised the issue with the manager that we were informed it was an \"oversight\". Given that reception had collected all of our passports and was fully aware of the number of adults and children in our party, along with the applicable fees for each, this explanation was difficult to accept. Unfortunately, the check-in process was then further delayed. Juiro, the receptionist handling the check-in, took an additional 1 hour and 45 minutes to process my five guests. This appeared to be due to a lack of knowledge regarding the procedure, as he repeatedly had to seek assistance from colleagues. Furthermore, there were several occasions where he interrupted the process to engage in personal conversations with friends. As a result of these delays, my guests lost a significant portion of the time they were supposed to spend with us. I therefore requested that the lost 1 hour and 45 minutes be added to the end of their visit. This request was immediately refused by Rodriguez, the Front Desk Manager. I also found Rodriguez's attitude extremely unprofessional. He was rude, dismissive, and displayed what I considered threatening behaviour when discussing the possibility of my guests exceeding the permitted time, including comments about withholding passports. This level of customer service is completely unacceptable. I did not spend over £4,000 on my holiday to be treated in such a disrespectful manner by a manager who demonstrated poor communication skills and a lack of professionalism. In my opinion, Rodriguez would benefit greatly from additional management and customer service training. To make matters worse, on Monday, 31 August 2026, I woke up to find a dead cockroach in my room. Discovering a cockroach in the accommodation was both distressing and unacceptable, particularly in a hotel that promotes itself as a quality resort. The presence of cockroaches raises serious concerns regarding cleanliness, hygiene, and pest control standards within the property.Finding a cockroach in my room significantly affected my comfort and enjoyment for the remainder of my stay. After discovering it, I was left feeling uneasy about the cleanliness of the room and concerned about whether there could be further pest issues that were not immediately visible.I have stayed at many RIU hotels over the years and have always found them to be of a high standard. However, the RIU Bambu in DOMINICAN REPUBLIC is the first RIU property where I have experienced a cockroach infestation concern within my accommodation. Given the amount I paid for this holiday, I do not believe it is unreasonable to expect a clean, hygienic, and pest-free room. The cockroach incident, combined with the booking failures, excessive delays experienced by my guests, and the unacceptable behaviour displayed by the Front Desk Manager, significantly impacted my holiday and left me feeling extremely disappointed with the overall experience at RIU Bambu.

Perfect place to be

The hotel was run down and dirty, the rooms smelt musky and mould even grew on everything including our bag which was placed on the floor despite the air conditioning being on, we’ve all experienced food poisoning and a sickness bug we were so sick and had to go to the pharmacy to get antibiotics. The hotel had a pest control problem not only did it have cockroaches it had pigeons roaming freely in the restaurant spreading filth and desease, the housekeeper didn’t clean or change our bedding once in two weeks the towels were limited smelt stale and didn’t get changed the restaurants and pools closed for an unknown reason resulting in overcrowding. The communal area were left unattended with food and cups everywhere, the pools were in a state of disrepair with tiles missing, which was dangerous and I would desperately urge the pool to be closed until repaired as it will result in injury. The pools also need to be cleaned or have filters which work as the are covered in scam and debris. Staff were rude and dismissive, I feel cheated and would not recommend or visit this hotel again. In addition to this the plug sockets were broken and my husband was give an electrical shock twice trying to use the air conditioning unit. My flight to the Dominican had not in flight entertainment for a long haul flight this was not acceptable. Also the tone and manner the cabin crew addressed the passengers over the intercom was rude, this definitely needs to be improved

The hotel very tired. Due to be refurbished next year. Problems with water and electricity. Staff so friendly . But could be bothered . No signs of entertainment team , round the Tui area. TUI REPS FANTASTIC. TUI Area FANTASTIC.

The accommodation was a bit tired but we understand that the resort is having a full refurbishment. The accommodation was clean & comfortable & we had no concerns. The cleaners worked really hard & were always friendly