Riu Jambo

Great hotel , will return , stayed 5 night then went on safari for 4 daysand returned for 6 nights , great location, food and loverly staff , 2 great parties white night and neon night , they no how to throw a good party

Subject: Formal Complaint – Unacceptable Lack of Communication and Service Booking Reference: WRC3TR92 Dear Top Management Team, I am writing to formally express my extreme disappointment and frustration regarding my booking at RIU Jambo, Zanzibar, scheduled from 27 August 2026 to 2 September 2026, under booking reference WRC3TR92. This reservation was made and fully paid for on 3 July 2026. Today, 21 July 2026, I am still waiting for confirmation regarding my airport transfers and room requests. Despite numerous follow-ups from Monica, the independent travel agent who assisted with this booking, our requests and emails appear to have been completely ignored. I find this level of service wholly unacceptable. RIU is positioned as a premium hospitality brand, and RIU Jambo is certainly not one of the cheapest resorts on Zanzibar. As a paying customer who has invested a substantial amount of money in what was meant to be a special holiday, I expected a professional level of service, timely communication, and basic customer care. Unfortunately, my experience thus far has been the complete opposite. What concerns me most is not merely the lack of confirmation regarding my requests, but the complete absence of communication. Weeks have passed with no meaningful response from your team. At this stage, I am genuinely questioning whether I made a mistake choosing RIU for this holiday. If your organisation is unable to provide something as fundamental as clear communication before guests have even arrived, it raises serious concerns about the level of service we can expect during our stay. As a customer, I should not have to repeatedly chase information after having paid a significant amount of money for a holiday. The reality is that I am no closer to obtaining answers today than I was when the booking was first made. This has caused unnecessary stress and has significantly diminished my confidence in your resort and your brand. I am particularly disappointed that neither I nor my travel agent have been able to obtain clear responses despite numerous attempts. The lack of accountability shown by those involved in handling this booking is unacceptable. I would have expected this type of service from a budget establishment with limited resources—not from an internationally recognised resort group that markets itself as providing exceptional guest experiences. Unless this matter is addressed immediately, I will have no option but to escalate my complaint further by reporting the matter to all relevant parties involved in the booking process and by sharing my experience through the appropriate customer review and consumer channels. It is unfortunate that I even have to consider this route, but after weeks of being ignored, I feel I have little choice. I therefore urgently request that a member of senior management personally take ownership of this booking and ensure that the following is addressed without further delay: • Confirmation of my airport transfer arrangements. • Confirmation of my room requests and any special requirements submitted. • A clear explanation as to why repeated emails and requests have gone unanswered. • The contact details of a responsible person who will oversee this booking moving forward. I would appreciate an immediate response and a resolution to these outstanding issues. At present, I have very little confidence in the service I can expect from RIU, and I sincerely hope that management will take this complaint seriously and restore my faith in your organisation before my arrival. I look forward to receiving your urgent response. Yours faithfully, Tamelyn Marx Booking Reference: WRC3TR92 RIU Jambo, Zanzibar Travel Dates: 27 August 2026 – 2 September 2026

Very average hotel, not very family friendly especially with teens , food is plentiful but not well made. Gym is poorly equipped. It is diorganised and has all the twins in one block, doubles in another and triples (which is just a sofa bed in another) it’s huge and has a lot of stairs with not so many lifts. Check in is chaotic - I would not recommend. Housekeeping takes a used towel but does not replace. So many little things that let this hotel (which is in a gorgeous location) down

Exceptional stay at Riu Jambo – outstanding service and dining! ​Our stay at the Riu Jambo hotel was absolutely incredible! From the moment we arrived, we were impressed by how spotless and beautifully maintained everything was. The rooms and facilities are extremely clean and comfortable, making it the perfect place to relax. ​The variety of restaurants at the resort is fantastic, but what truly made our vacation unforgettable was the phenomenal service. ​I want to give a special and warm thank you to William, the dining room manager. He is simply wonderful! William went above and beyond to personally ensure that I had special food tailored to my needs, making sure everything was to my absolute satisfaction. His care and attentiveness meant the world to me. ​Another huge thanks goes to Simon, the manager of the Italian restaurant, for his welcoming and professional management that created such a lovely dining atmosphere. Also, a big shout-out to our waiter, Jackson, for his exemplary, top-notch hospitality and service. ​We enjoyed the service so much that I have already recommended the Riu hotels to all of my friends and across various Facebook groups. We will definitely be back! Thank you for a wonderful vacation.

We have just got home after 8 nights at Riu Jambo. We were there with 2 other families to celebrate my husband's 40th! The hotel is so beautiful as well as the view and scenery. The hotel is so well maintained clean. Beautiful plants everywhere kept so neat. We enjoyed eating at all the 3 of the restaurants you have to book as well as the main restaurant. The entertainment daily was something we looked forward too. We were all happy with our rooms, the aircons worked and the showers were amazing. Everyday we had so much fun and got to relax. The children had the best time too. We had no complaints. Thank you Riu Jambo!