6/10 Okay
Ana
Travelled with partner
23 Dec 2024
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Scammed
The Sun Palace Cancun was hard to rate since the resort and staff were amazing until the last 15 minutes at checkout when we were scammed. The previous evening we used our Expedia VIP resort credit to purchase 2 shirts and 2 bottles of vanilla at the store. There are huge signs in the middle of the stores stating “Use Your Resort Credit” with no other stipulations (see photos). We told the store salesperson when we charged our purchases to our room that we were going to use our resort credit but were reassured that the resort credit would be applied to our bill at checkout.
At checkout the hotel staff and store salesperson said the resort credit could only be used for hats, sunglasses, some bags and perfumes, all of which we have no need of. We then wanted a refund for the 2 shirts and were told by the store salesperson absolutely no refunds. The hotel staff could only offer apologies and a hotel manager could not be produced to resolve this issue therefore we left with a very sour taste in our mouths.
The small print on the store receipts and promotional paperwork (which we were given after the issues) may determine that Sun Palace was within legal boundaries but 1) the salespersons were fully aware we intended to use resort credit
2) the store signage was misleading and
3) the no return policy was harsh.
The morality of the “sharp practice” utilized by Sun Palace and the store is questionable and we feel obligated to give a heads up to future traveler
Ana
Stayed 4 nights in Dec 2024