Checked in on 12/15 with a checkout date of 12/18. Late in the evening on 12/17, after getting up to use the restroom, I was getting back into bed when I noticed something moving. I turned on the light to discover a bed bug. I immediately called the front desk, and they moved us to a new room. They sent someone up to check for bugs, but I had to go down to get my new keys. We were moved from the 22nd floor to the 4th floor, which was a downgrade, but I wasn't too concerned since it was our last night.
They said no manager was available that late in the evening. The next morning, I called down and was told that a manager who could handle the situation wouldn't be available until 3 PM. When I called after 3 PM, I was initially told the manager was with a customer and asked if I would hold, to which I agreed. A few minutes later, the person returned to the phone and said the manager would not talk to me because there was nothing they could do, and that I had to email complaints@riu.com, which I had already done after it was mentioned by someone I had spoken with earlier. Today, 12/19, I received an email acknowledging my message, stating that I would hear back within 15-20 business days.