FrancisTeresa Trascritti
Our room had an oceanfront balcony, but we were not been able to enjoy it during the day because the hotel was doing work on the roof and large amounts of debris would fall onto the balcony. We did not say anything on the first day because we thought it was a one-time occurrence, but when it happened again on the second day, we told someone at the hotel and they said the work would not be done anymore; however, on the third day (the very next day), there were five people on the roof and the balcony had debris all over the chairs and the floor again—we wondered if they were doing this on purpose since we declined their time share presentation numerous times. We asked the manager for some kind of compensation because we paid a lot of money for the premium room but he said that he could only give us a late checkout (checkout is at 11 and we could stay til 12). I was very disappointed—we paid for rooms in this particular part of the hotel because of the oceanfront balcony, but since we couldn’t use it then it was like an overpriced regular room. I contacted corporate but they did nothing—this was their response: “Dear customer, we deeply regret this situation. I will refer your case immediately so that they can offer you compensation. Thank you very much for your comments”— it was basically lip service. I wondered if we would have had a better experience from a name-brand resort. We really liked the hotel at first but the daily constant harassment (sometimes two or three times during the day) to do their timeshare presentation made our stay less enjoyable as the days went by. The food was alright, but their Italian fare was terrible, and they should stop offering it; and there was flan for only two days—I was expecting flan every night since we were in a Mexican resort. Some of the food that should have been hot were cold. There were times when we waited 15- 20 minutes for them to take our beverage orders (I would have gotten it myself but because of COVID, we can’t do that), and there was usually only one or two people working the buffet line (they should have at least four people); and the hours for meals were not posted so we didn’t know ahead of time that they would be closed—they claim that there is a QR code that we can scan for the hours, but I didn’t see it on the door or on any of the tables when we were there for the week. I think people liked this hotel because they were given unlimited alcohol, but we don’t drink. The beach was alright—the waves were very rough the whole time we were there (the lifeguards flew red flag warnings every day— I don’t know if it’s always like that or just during this time of the year, but the beach further up a few miles barely had any waves. We went to the adult pool (the pool on the very end of the hotel property) and it was algae-ridden and there was visible slime on the pool tiles. At least our bed was comfortable.
a month ago