Lauren Lartigue
We chose to put our trust in Grand Palladium Costa Mujeres as the destination for our wedding day and completely regret it. We brought over 50 paying customers to this 5 star hotel all to be treated by horrible customer service. The resort is beautiful but unfortunately that was quickly overshadowed by the lousy service received right upon arrival. During our stay, we encountered a number of issues that were reported and then completely ignored. It's because these issues were ignored both in person and via email that I felt compelled to right this review.Check in was horrible. We (my wife and I) were suppose to have a confirmed private check in but instead were greeted by the receptionist letting us know that our room was not ready and we ended up waiting 2 hours to finally get into our suite.Our guests arrived two days later and were also suppose to get a private check in (this was confirmed the day before) but instead also had to wait an unbearable amount of time.I had expensive items that were stolen from my room which I reported. When following up with the stolen items report, I was turned away and told that they had no report and did not know what I was talking about.Customer service during our 6 day stay was the worst! Room service had to be called at least 3 times each time we needed anything and I was even denied service once because the staff said he was getting off in 10 minutes. The same applied to us when calling for a golf cart. Be prepared to wait at least 20-30 minutes for one. Unfortunately, I found that out on the day of my wedding while I was waiting 25 minutes for a golf cart that was promised to be there upon my arrival back from getting my hair and makeup done.Management has done nothing and has taken zero liability on matters that have happened at their hotel. I am beyond disappointed at their lack of responsibility especially when bringing them so much business. I can't even imagine how much worse we would have been treated if we weren't considered "VIP" guest.There are plenty of high caliber hotels in the area, you would be better off going somewhere else.
4 months ago