Ivelina Hristova
I booked the hotel for few days for Christmas for my vacation, but I couldn't go because at the airport they didn't let me fly. I emailed the hotel, sent them text message at the app they were talking to me during the reservation to let them know I can't fly. After that I sent one or two more email through booking also about the cancelation fee if they can make some exception and nobody responds me till the end of December. In January I emailed them again and some person Jose Antonio Martinez from reservations answered me back that is not possible for any exception because it is new year already. I asked them if they would let me use this vacation I was paid for, for near future when I will be able to visit Mexico. Nobody reached me in December and of course in January was so late already for exception for the cancelation fee. I'm really disappointed and still can't understand for what exactly they charged me $500 for something I never used, even they sent me email when I supposed to be on the plane already and there is no connection, that they don't provide beverages and food. So for no service and for sure it wasn't cost them even a penny to prepare the room for me, they took $500 from me. They ripped me off and I got such a not nice customer service when I talked with them two times and tried to find out with whom I can speak about my issue. I understand there is a cancelation policy the Hotel has, but I had a reason why I couldn't come and there supposed to be some exception. Who knows maybe is for good I couldn't go in your Hotel, because there is no service and I can imagine what kind of service I would get in person if on the phone there were not so nice people. Even though this sad experience with this Hotel, I still will go visit Mexico in some other Hotel and I believe I will receive a good and nice service.
3 weeks ago 
