ComplaintsforCancun Resort

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am typing this post from **************** Cancun ******************** resort. We have had the most disappointing experience here. We selected our rooms online on Royalton website and paid for five rooms in addition to the room charge. When we checked in we were told the rooms have been assigned to someone else. Had to wait for 2 hours to be assigned rooms that too had to accept a downgrade as they left us with no choice since we had young kids and an 82 year old who could not wait any longer. The towels in the room have holes. Sofa bed has springs pointing out. Restaurants on the property accept reservations from only diamond club members and for 3 days now we have been told there are no tables. We have been eating most of our meals at the same place Gourmet Mache and it doesnt have too many vegetarian options. While booking we were told we will have multiple vegetarian options at Mache and can visit various other restaurants on the property. This is not true. Staff is extremely rude. Last night we managed to get a reservation at ********* grill for 9 pm. When we reached they said they cannot find our reservation. Btw they use excel sheets for reservations not a software. After pleading that we had kids and senior citizen in our party and it is too late to find a table elsewhere they gave us a table. We explained several times we do not eat eggs, meat or seafood. After waiting for an hour they sent us fish and shrimp for starters!!! When we objected they sent us 3 small plates of pita hummus for a party of 12 and said they closed kitchen by ***** pm so cannot make more. So we came back hungry.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Horrible service. Locked me out of my room and tried kicking me out of a cabana that i paid for.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I went to Unico2087 to celebrate our mini honeymoon. The Hotel concierge invited us to attend a Legendary Vacation Club presentation in exchange for a discount on a planned day trip. During the presentation, we were shown price numbers that are clearly exaggerated and not accurate. We bought the membership and paid $6,000. When we attempted to redeem the rooms, we still have to pay the equivalent of what the rooms are selling for online. It is an intentional false, misleading and predatory scheme by the hotel. This needs to be investigated because the hotel guests are not on guard looking out that they will be scammed during a vacation, especially by what appears to be a reputable hotel.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  While on vacation in ********* with a friend of mine we were approached by ****************** Vacations at ****************** and solicited to participate in a 2/hr time share presentation. After much hesitation and after several offers of paid dinner and $50 card for gondola ride without acceptance we were both each offered a FREE complimentary 5-day 4-night cruise to use at our convenience. Ww sat through the presentation but did not buy into the timeshare. Upon leaving we were each given a voucher to redeem when we were ready. After a week as instructed, we activated the vouchers and started looking for our cruises to book. When I found one that would work for me, I called to book it and was amazed to (1) to find out there was no such thing as a 5-day 4-night cruise and the cruise I wanted that was listed as a 5-day cruise I was told it was a 5-day, 6-night cruise and I'd have to pay roughly $2500. So I then said ok Ill do a 3-day, 4-night cruise and picked one of those only to be told that I'd be paying roughly $1800. ?? I then asked why am I being asked to pay ANY money when I was given a voucher for a free 5-day cruise and a voucher that says A complimentary cruise for 2. I was then told the voucher was only worth $400.00 and I'd have to pay the rest. What?? That's not what the voucher says and that is not what the representative told us. I have called repeatedly to talk to someone at the rewards center at the Hilton Cancun Resort where we were taken and the voucher was issued and get sent to voicemails that are full ( presumably from others like me) I've left messages at the desk asking for management to call me without a call back, I've been told messages would be given to the rewards center of which no return call has been made. We were given complimentary cruises, and we help up our agreement and sat through the 4/hr presentation, so we want was promised to us to do so.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Fives ********** Resort- All inclusive False advertisement.Supposed to be a 5 star resort, but the resort is ridden with cockroaches.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello ,My name is ********************************* .We booked a trip to Cancun ****** through ****** Airlines for flights and Expedia for stay at Finest Resort , ************ , ****** .Id like to file a compliant against the resort . ******************** By Excellence Collection .The day of our travel was on 24th .We booked the resort through Expedia from *****th November.When we reached the airport on 24th November , spirit airlines cancelled our Flight.We tried very hard to have them accommodate on the next flight but they did not have any flights flying on 24th or the next day .After almost an hour of talking to a spirit agent , they issues us a refund for the flight and they said that theyd issue a letter using which we could apply for cancellation and refund with the resort in Cancun .Im attaching a copy of the letter .After coming home , we reached out to Expedia , who said theyd write to the **************** , and the Expedia agent asked us to cancel the hotel even though we were past the cancellation window to avoid a no show .We cancelled the resort on 24th .Then when Expedia called **************** , the person at Finest ************ , *******, was adamant that she wont process the refund or issue a credit as the hotel is cancelled after the cancellation window .For a reason completely beyond my control , we lost **** on the resort fee.We requested several times from the resort to issue a credit and they asked us to reach spirit airline for compensation.This is my last resort .Could you please help us get the refund or credit from spirit or the resort please .The reservation number Expedia itinerary: ************** Thanks a ton for the help .Thanks ******

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was planning my daughters sweet 15th at this resort, however when my guest decided to book room reservations they were advised the resort was booked hence, I have no rooms for guest or myself. I booked with ample time. My event still isn't taking place until November 2022 and it's been four months since I paid the deposit and three since I've been waiting to get refunded via wire transfer. It's funny how resort is real quick to accept wire but they only refund whenever they feel like it! I've got my banks involved and I still have yet to receive refund. Grand fiesta Americana Cancun has acted unethical and fraudulent with no intentions of reimbursing; violating their own policies.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ***** ******** owns a timeshare, and has for years, at the Royal Sands Resort and Spa in Cancun, Mexico. She was not advised by the Royal Sands Resort and Spa or by Royal Resorts that 2022, included a Week 0. Therefore, we arrived a week early, 5/14/22 for our week long stay. We advised she was on the list for 5/21/22. ***** had to pay a $200 transfer fee to be accommodated by Royal Islander for a week. The lack of communication and the results that this caused created an overall stressful situation for our party of four. Please see attached letter with details. Thank You, *******

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I purchased this Hotel through ********* on May 6, 2022. I spent $1519.73 total including the hotel resort fees. I of course have receipts regarding everything. This hotel was nothing of what the pictures depicted. I honestly thought I was being pranked. The decor was old and the bathrooms were disgustingly dirty as well as a cabinet broken upon arrival. Now, we were being harassed practically everyday with security guards blaming us for the random "mary Jane" they assumed we were smoking. When there was no rational reason as to why the blame was given to us and not the actual people smoking. It happened twice the second time I brought it to the attention of the front desk agent and she smirked as if this happens all the time and told me not to worry about it. Another instance was I was blow drying my hair and the smoke alarm went off. The first thing they asked me was are you smoking? At this point I'm coming to the conclusion that not only am I being racially profiled but also that these people are seriously dense because why would I smoke in a room where the property literally has a million signs stating they will evict if caught smoking. I'm on vacation that is the last thing I wanted to deal with. They called me a matter of 3 times with in 2 minutes to ensure I wasn't smoking. Which again I WASNT. Throughout my stay they proceeded to harass me about purchasing a scammed timeshare. All the while denying me access to housekeeping because that was another charge they wanted to add. The amount I spent on a room I was supposed to receive a hot tub and a nice updated room. I feel like I got beyond scammed because I got a room filled with roaches, dirt, and mildew. I wouldn't wish this place on my worst enemy. The staff legit made me so uncomfortable I did anything to stay out of my room for as long as I could. I've never been more disgusted or disappointed in my life. This place is beyond a scam and is nothing like anything on the website.

  Business response

  09/02/2022

  Business Response /* (1000, 14, 2022/07/25) */ Dear ******** *****, We are sorry to hear that your recent stay at the Cancun Las Vegas Resort did not meet your expectations. Our Customer Service team has attempted to contact you to discuss your concerns further and have been unsuccessful in reaching you. They have sent you correspondence on July 19, 2022, via certified mail with their contact information. Thank you for taking the time to share your feedback. Sincerely, Membership Support Diamond Resorts Consumer Response /* (3000, 16, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted them via phone on July 23,2022 at 1:27pm. The manager, Patrick was rude. According to him, the security guards reported that they had smelled marijuana coming out the car and that's why they felt the need to tell us 4 days in a row that we were smoking but didn't evict us. Which the signs state all over the premises do not smoke or you'll be fined and evicted. I told him the issue and the only thing he could come up with is $144 return of resort fees. I am not only disgusted but mortified by this unprofessionalism. But that is not a refund for what I experienced and went through. This is by far racial discrimination and profiling. Again, I had to tell him multiple times that we were not smoking. I will never return to this hotel ever and the matter was completely unjustified and plain out embarrassing. Also the fact that they said they weren't able to contact me is a lie. Because I have evidence of the call log. This hotel and its employees do nothing but lie and harass people trying to tell them their doing things they're not as if we are kids.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My fiancé and I went on a time share presentation, Saturday April 30th 2022 and it was a complete hoax. The employees that represent Cancun/Hilton Resorts are doing a disservice to the company. We ultimately wanted to purchase, but after the representatives involved pulling the "bait and switch" and violating Regulation Z, we decided not to purchase. The representatives (Santiago),(Patricia G*******), stated they would waive the maintenance fees for 2 years, then at time of signing snuck the fees into the contract. In addition, there was no upfront mention of any activation fee of ($199), nor fee of ($681), these are also fees that could have been easily overlooked and were never disclosed, nor explained, I happened to see at time of signing paperwork. The contract was also incorrect, I had to advise Eric who had to have it revised. Yet, I also noticed the interest rates were conflicting, which Eric stated there was a difference due to ACH draft, which that also should be indicated because I've never been aware of that. Due to these factors we pulled the plug on the transaction, between the 4 to 5 people they would not even produce a single document I requested that I previously signed, stating they shredded it. We gave $500 cash, someone in the office went to money tree and purchased a money order and the office kept the receipt. Cancun resorts, also wrote on the receipt multiple times, as well as struck lines through the writings. The money order cannot be cashed by my bank, nor where purchased from, I attempted. Again, I have been requesting who purchased the money order (one) and who has the actual money order (purchase receipt). Cancun resorts states they do not have these records. If Cancun Resorts cannot produce these records , then there needs to be an audit. To date, we still have yet to receive our money back and I am ******! We were at the resort the day of our presentation from 12pm to past 8pm. There are major violations present.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩