Clubhotel RIU Palm Azur

My boyfriend and I travelled from Germany to Djerba expecting a pleasant and relaxing holiday. Unfortunately, our experience at this hotel was one of the most disappointing travel experiences we have ever had. The most serious issue is the enormous difference between what is advertised and what is actually delivered. The hotel promotes itself as a comfortable and enjoyable destination while failing to provide many of the basic standards that guests reasonably expect. I do not use the following word lightly, but I genuinely believe many guests are being deceived. The image presented online and through promotional material does not reflect reality. People book this hotel believing they are purchasing a certain level of comfort, cleanliness, and service, only to discover a completely different experience upon arrival. In my opinion, this is not merely disappointing it is misleading. In addition, we felt that some staff members treated guests differently based on their nationality. As travellers from Germany, there were occasions when interactions felt dismissive and unwelcoming, giving the impression that certain nationalities were not treated with the same level of respect and courtesy as others. Whether intentional or not, this behaviour was deeply disappointing and has no place in the hospitality industry, where all guests should be treated equally and professionally. The first issue began immediately upon entering our room. Despite being informed that the room had been cleaned before our arrival, there were visible hairs on different areas of the floor. This was not only unpleasant but also raised serious concerns about the hotel’s cleaning standards. A guest should never have to question whether a room has been properly cleaned before check-in. The room’s air conditioning was also inadequate and unable to properly cool the room during the summer heat. When I approached reception to discuss the matter, I was shocked by the attitude of the staff. Instead of listening professionally and showing concern, my complaint was dismissed. I was told that the room had been cleaned and that the air conditioning is switched off during certain hours of the day. There was no apology, no willingness to investigate, and no attempt to offer a solution. Switching off air conditioning in a summer destination while guests are paying for comfort is simply unacceptable. The same attitude was encountered when discussing the Wi-Fi, which was extremely poor and almost unusable inside the rooms. Once again, I was simply told that nothing could be done. At no point did any member of staff demonstrate genuine concern for guest satisfaction. Rather than helping guests, the attitude seemed to be that complaints were an inconvenience rather than an opportunity to improve the guest experience. What disappointed me most was not only the problems themselves but the complete lack of professionalism in dealing with them. Hospitality is about making guests feel welcome, respected, and valued. Unfortunately, several members of staff made us feel exactly the opposite. Basic courtesy, empathy, and customer care appeared to be absent. It often felt as though raising a legitimate concern was met with annoyance rather than assistance. The gym facilities were another example of misleading advertising. The gym is only available between 9:00 a.m. and 6:00 p.m., contains very limited equipment, has no air conditioning, no Wi-Fi, and is extremely small. During busy periods, guests can barely exercise comfortably due to the lack of space. When I expressed my disappointment, I was astonishingly advised to find a gym outside the hotel. If guests are expected to pay for external facilities, then the hotel should not advertise its gym as a meaningful amenity. The restaurant offered a decent selection of food and beverages; however, the lack of air conditioning in the dining area made meals uncomfortable, particularly during busy periods. Guests were often forced to eat in excessive heat. In addition, I observed staff turning dirty tablecloths upside down instead of replacing them. This is not the level of cleanliness guests should expect when paying for a holiday and raises concerns about overall hygiene standards. The bar service was equally concerning. Several guests, including ourselves, noticed inconsistent pricing for drinks. Different customers appeared to be charged different amounts for the same products. We even spoke to another couple who experienced exactly the same issue. Such practices damage trust and create the impression that pricing is arbitrary rather than transparent. Even more disappointing than the facilities was the attitude of certain staff members. A hotel can face operational challenges, but there is no excuse for treating guests with indifference, dismissiveness, or disrespect. A sincere apology, empathy, and a willingness to help can often resolve many issues. Unfortunately, during our stay, those qualities were largely absent. The responses we received repeatedly suggested that guest concerns were not taken seriously and that resolving problems was not a priority. This hotel does not have a facility problem alone it has a customer service problem. Management should seriously review how guest complaints are handled because the current approach gives the impression that guest satisfaction is not a priority. A hotel can recover from technical issues or maintenance problems, but it cannot succeed if it ignores its guests and fails to treat them with respect. My overall impression is that the hotel is significantly oversold, poorly managed, and far below the standards it claims to offer. The reality experienced by guests does not match the image presented in its advertising. Facilities are promoted that do not function as expected, legitimate complaints are dismissed, and customers are left feeling frustrated and ignored. Guests deserve honesty. Guests deserve respect. Most importantly, guests deserve to receive the experience they were promised when they made their booking. Until substantial improvements are made in customer service, cleanliness, transparency, facility management, and staff professionalism, I cannot recommend this hotel to other travellers. Don’t be fooled like us, choose better!

hello i come in this hotel frist time it was be so good i m so happy for everything beach bar food and the wather so good the best animator zizo toti and omar super start i will be come back

Super stay room 1145 sea view atmosphere super close to the sea thank you my Tunisian brothers and sisters I will come back to see you inshallah 😊