“Tuvimos un inconveniente con la habitación, la cual se inundó por la ventana y el pasillo. Se nos mojó todas las maletas, pasaporte, documentos personales, aparatos electrónicos, entre otros. Cuando solicitamos que fueran a sacar el agua de la pieza, nos respondían en servicio al cliente que irían pero nadie fue para ayudarnos. Luego realizamos un reclamo, por todo lo perdido (incluido pasaporte) pero nadie se hizo cargo, y no nos dieron solución, haciéndonos sentir culpable nosotras. Lo único que nos ofrecieron fue secar la ropa, pero cuando nos llegó, nos dimos cuenta que la habían lavado (sin preguntar) y nos entregaron toda la ropa teñida, tampoco se hicieron responsables por eso. Hasta el día de hoy no tenemos respuesta del hotel. Les sugiero entregar herramientas al personal para poder solucionarle los problemas a los huéspedes, mejorar la eficiencia del personal o aumentar el número de gente que trabaja en el hotel, porque no dan a basto. Y también, revisar la construcción para que no se inunde los pasillos y las habitaciones con lluvia.”

“I spent Winter Holidays 2019 flew from AZ., met with family members that flew from 2 other States in the U.S. My room was amazing location and views, if I only stayed in the room... so many Restaurants in this complex.. and still couldn't locate the nearest one, we would find other people walking around trying to find a particular Restaurant with no luck! and the signage was either missing or not legible at all or wrong! We got caught in the rain after new year's celebration and dozens of people couldn't find our buildings, walked over the bridges through the tunnels, from one building to the next ,we would find other guests doing the same. Poor lighting throughout the property! In one occasion I fell from a ledge by the Snack place thinking it was flat, because again ,the poor lightning in outdoor areas!! got a few scratches, bruises and the embarrassment when people thought I had a few too many drinks, actually was looking for the rest of my family. early next morning trying to acquire some band aids at the souvenir store..shockingly to find out that they did not sell band-aids!!! What Hotel does not have a First Aid Kit in hand, or sell band_aids at their shop. I have to admit food was great except for the waiting time , due to the lack of organization of their restaurants , it gave me the feeling that they felt overwhelmed with the large attendance during this Holiday, in order to service all of the guests, we were sent to adjacent areas just to get a couple of seats. when they could easily had other Restaurants provide the same service. But this I understand, it was the most important Holiday Season of the year, and to many of us the expectations of welcoming 2020! Everybody trying to make it to the restaurants at the last minute, yes we are all guilty of that! With this in mind, we all deserve to wait in the long lines to get in. My biggest complaint was the staff at the front desk, the Individuals that are supposed to have the most higher education degrees in the business . I had a flight back home at 45 past 4 pm. so I was ready at the lobby with my luggage checking out, when I asked for the password or release of my stay so I could get in the transportation to the airport, this extremely rude and arrogant individual (supposedly in charge of the tours) said to me that my departure was at 11 in the am. and that I had lost my ride to the airport! when clearly there was many other guest leaving at that particular time because their flights were at a later schedule. I informed him that I had talked to the personnel (concierge) located at the building I had my stay, if it was k for me to place my luggage in their lockers or custody space, that I would turn my keys on time, but felt it was too long of a wait at the airport, since my flight was schedule for the pm. Apparently everything would be okay , So with this peace of mind I delighted my senses for a couple more hours at this enchanting place., just to find this insensitive, almighty office boy scolding me for not attending his meetings. (I did not fly that far,and spend my money to go sit at blurb meetings) did not feel like clouding my Vacation with this fellow who by the way, wasn't even a Native of the country MX. Because all the service provided by waiters, cleaning staff, maids, bar tenders, entertainers, drivers, with probably less Academic requirements and/or degrees had much more Social Skills and upbringing towards customers than the moron out front!! I have traveled all over the world and this man does not represent the locals or their Culture. The agency responsibility with its guests shouldn't end with turning his key in, It is or should be til they return their guests back at the airport safe and sound( where we got picked up) were we can board our flights to safely return home and bring and share our best memories! So I will keep on traveling and visiting, perhaps another location in Cancun next time......”