I booked an 8 night package (flight + hotel) through Riu from 5/15/21-5/23/21 for Riu Palace Aruba & paid for 2 upgraded ocean front rooms. When I checked in, ocean front rooms were not available and front desk told me to contact Riu for a refund. Contacted Riu on 5/16 and was told a refund would be processed. No response so I called again on 5/26 and spent more than an hour on the phone. Was told I needed to wait for Riu Palace Aruba to confirm the refund and then I could get my refund. No response received, so spent another 1.5 hours on hold on 6/2 and was told the same - must wait for Riu Palace Aruba to process refund to get my money back. I asked for a supervisor to call me back, but so far have not heard back. I also sent a complaint in to Riu Palace Aruba and again, no response thus far. I booked through the Riu (I guess their corporate booking's office) to stay at Riu Palace Aruba - all the companies seem connected so not sure why they won't refund my money when they agree I did not recieve the upgraded room. I have spent almost 4 hours on hold with them and no resolution.