Riu Sri Lanka

To Whom It May Concern, I am writing to formally lodge a serious complaint regarding the unacceptable and disrespectful treatment my family and I experienced during our stay at your hotel on April 14–15, 2026. We had legitimately booked three suite rooms at full price, without any offer or discount. Upon arrival, instead of being welcomed as paying guests, we were immediately subjected to inconvenience and poor coordination. We were instructed by your staff, including a parking operator and a bouncer, to move our vehicle elsewhere without clear guidance or courtesy. After entering the lobby, my brother completed the check-in process while we waited for his friends, who were expected to join us. We were then informed that the hotel was fully booked, which itself reflects poor communication and management, given that we were in the process of arranging additional accommodation. What followed was completely unacceptable. The bouncer and a security operator approached us in an aggressive and disrespectful manner and ordered us to leave within 10 minutes, threatening that we would be forcibly removed if we did not comply. This behavior was directed not only at us but also at my brother’s friends, who had arrived with us in the same vehicle. We were further told that “no one is a customer unless they have a band” and that “no visitors are allowed,” despite the fact that we were in the middle of arranging a new booking. Instead of offering assistance or handling the situation professionally, your staff chose intimidation and hostility. We were judged unfairly and treated as if we had no right to be there, despite being paying guests. To make matters worse, when we requested a reasonable amount of time to move our vehicle, we were met with rude and dismissive responses. We have video evidence documenting the behavior and attitude of your employees during this incident. This experience was deeply disappointing and completely unacceptable for a hotel of your standard. Such conduct not only reflects poorly on your staff but also raises serious concerns about your management practices and customer service policies. I expect a formal explanation for this behavior, along with appropriate action taken against the staff involved. Additionally, I expect assurance that such incidents will not happen to other guests in the future. If this matter is not addressed promptly and satisfactorily, I will not hesitate to escalate this complaint further and share my experience publicly. I look forward to your immediate response. Sincerely, Contact me

Fantastic hotel with great facilities. Superb food options and delightful staff. I thoroughly recommend Prasantha Tours (Londis) who operates from the beach immediately next to the hotel. Londis can organise all sorts of excursions and he organised some deep sea fishing for us which was really excellent. He’s a decent, trustworthy chap who takes care of his clients.

Everything was great, The staff are so lovely can't do enough for you and so welcoming. My second time at this hotel and everything was as perfect as it was the first time.

The hotel and grounds are beautiful. The staff across all areas are amazing, couldn't do more for you. The cleanliness is second to none, continously cleaning and painting. I love the fact you've got the family feel, but it's kept separate at the pool bar. No kids allowed. What let's this hotel down, which saddens me to say, as I love Riu's. The food is very limited on choice. Let's just say, thanks for pizza. Every night, pizza and chicken if available. I get they cater for the guests, which is Indian or Sri Lanken but surely they could have something for other nationalities. And it's like animal feeding time at the zoo. People walking around getting food, eating it as they are walking around. It puts me off eating what little there is. I can't wait to get home so I can eat some food. The bars are great, the staff remember your drinks. And there is a great choice. Shame the locals get priority at the bar, animals and packs and all that.

We were stranded in Sri Lanka due to the middle east war, in an effort to stay at an all inclusive our family booked in for a week as our flight was due to leave (supposedly) in 7days. Our family of 5, (four adults and a child of 4 years). The hotel was superb, had everything we could wish for, the buffet was huge with incredible choice's Sri Lankan (which I am), Thai, European to name but a few. The staff were not just polite but truly welcoming, efficient and professional. Were always kind to our 4 yr old grandson and quick to help. The rooms were not only comfortable but stylish and spotless. The pools which there were 4 off, one with a swim up bar, two had sun loungers in the pool. Drinks were cold and mixed freshly in front of you, cannot fault anything at this hotel. We can also comment on the kindness of the hotel management too. Having had two flights canceled already, we soon realised our flight third may be cancelled too, so took the chance to fly to Paris via Abu Dhabi which was 4 days earlier than planned. Thankfully we got back to Heathrow eventually. My daughter emailed the hotel asking if they could possibly refund the 4 days that we didn't stay and...amazingly the refunded us. It was a substantial amount of money and we can only show our gratitude by leaving this review. Wonderful hotel, wonderful people and the most wonderful country. We will be back.