6/10 Okay
Avril
Travelled with family
10 Jan 2025
I liked the proximity to the airport and that it had a great beachfront. I spent 5 days and 4 nights.
What I did not like.
1. Check-in procedure was tedious and lengthy. I did not receive the room that I booked. I was then told I was given an "upgrade" which wasn't.
2. Reservations at their restaurants did not guarantee you a timely seating. One of my reservations was 8:30pm, we weren't seated until almost 10 pm. The service was extremely slow, hot foods were served cold. I had to request multiple times for napkins, which was strange to me because when other people who did not look like me were seated they were automatically given utencils and dinner napkins. After attempting a second restaurant with a repeat of the above scenario, I took my complaints to guest services. They booked and confirmed us at Taj, Indian cuisine.Thankfully, from beginning to end that was a great experience!
3. I traveled with 3 of my children and we were accosted in the lobby by a member of the Prime team who sells timeshare at this property. He claimed he was a supervisor and demanded to know where we were going. Keep in mind, I booked this resort on my own, I was not a timeshare guest, I was not even aware of this nightmare I walked into. I DEFINITELY would not book here again.I actually have placed Cancun on my no fly list after this series of negative experiences.
P.S. Special thanks to the Supervisor Adriana in guest services, who was empathetic and attempted to do service recovery.
Avril
Stayed 4 nights in Jan 2025
