We stayed at Riu Phuket for two weeks for our honeymoon. The resort itself is beautiful, modern, vibrant and exceptionally clean, but unfortunately, our experience was let down by some serious issues, particularly the food quality and management’s response to our concerns.
The biggest disappointment was the food. The main buffet restaurant, Chantra, needs a HUGE improvement. The food was often cold, appeared to have been left out for long periods and did not taste fresh. We had genuine concerns about food hygiene and the risk of food poisoning. When we complained, we were offered room service, but the food was equally disappointing. This was hardly an acceptable solution for guests celebrating their honeymoon at an all-inclusive resort.
Unfortunately, our concerns extended beyond the buffet. We also experienced suspected food poisoning after eating prawns at the Thai restaurant, Ruen Siam, and on another occasion after eating lasagne at the Italian restaurant, Gusto.
Management’s handling of our complaints was equally disappointing. Assistant Manager Javier Martin assured us he would speak to the team and find a solution, but no meaningful follow-up happened. We subsequently felt he was avoiding us. The front desk staff were polite and tried to help, but appeared to have very limited authority to resolve matters.
On a positive note, the resort is stunning. It is new, exceptionally clean and very well maintained. The atmosphere is vibrant, the beachfront scenery is absolutely beautiful and really showcases the beauty of Mai Khao. The staff throughout the resort are generally very friendly, polite and provide excellent service. Although there are no buggies, everything is easily accessible on foot. The resort is also conveniently located for airport transfers, and a 15–20 minute walk takes you to some local shops and amenities.
Overall: Riu Phuket has enormous potential and is a beautiful resort in a fantastic setting. However, food quality, food safety and management accountability need serious attention. We came for two weeks to celebrate our honeymoon and create special memories, but unfortunately, the food issues and lack of resolution from management overshadowed what should have been a very special holiday.
A beautiful resort is not enough when the dining experience and handling of genuine guest concerns fall so far below expectations. We hope management takes this feedback seriously and makes the improvements needed.
