8/10 Good
Kimberly K., Ada, USA
12 Apr 2023
Liked: Cleanliness, communication, listing accuracy
Disliked: Check-in
Family spring break
It’s Mexico! The weather was fantastic!! The resort was nice. Lots of great restaurants, food options, pools, and bars. The service was ok, but you go on vacation to relax, so just slow down quick and you’ll match the service pace! Based on some reviews I’d read, the check-in process can be unpleasant. Ours was as well. I did pre-check, and I don’t know what else I could have done to make it smooth. We couldn’t get in our room until 4 or 5 pm, and the managers wanted us to become investors before we even saw our room!! The resort was very pushy during our check in, wanting us to accept a “free breakfast”. During this breakfast we were told we would be informed about investment opportunities in the resort, and for doing so we’d receive discounts at the spa,, restaurants and golf.
We had just traveled many hours, sat in a taxis during a rare protest in the streets waiting for the president, and we just wanted to get in our room and relax. We felt threatened when we expressed we were uninterested in the breakfast. Suddenly two men were asking us why, and asking us who did we know at the resort? We were to share their names, as these men further stated they were in charge of our accommodations, they gave us everything and determined our experience… It was very uncomfortable.
Had we been in the United States, I may have left. But where was there to go?
We denied the breakfast, and got an average, dirty room with patio doors that didn’t lock. I kindly asked the following day for improved accommodations. We received a much better room, and treated very well.
Our friends had gorgeous accommodations as well. They did not have the same check in problem.
Long story short, Stephan (who we rented the property from) was extremely accommodating, always there via text to answer any and all questions, and offer support.
Bottom line: We finally did relax into the pace of resort life and enjoyed our stay.
My comment card would read, the resort management needs to work on customer service. We just came to relax. And by the end of the week, I was sleeping amazing!
Thanks, Stephen!
Kimberly K.
Stayed 7 nights in Mar 2023
